Support Policy

At OzSpy Security Solutions, we value our customers and strive to provide excellent support for all our products. This support policy outlines the guidelines and procedures for obtaining assistance based on your customer category. Please read this policy carefully to understand the support channels available to you.

Before lodging a support ticket, we encourage customers to explore our knowledge base articles to see if they can find a solution to their issue. We have comprehensive articles available, such as "Fault Finding Your CCTV System" (www.ozspy.com.au/blog/fault-finding-your-broken-cctv-system/) and "My Spy Camera or Hidden Camera isn’t Working," (www.ozspy.com.au/blog/my-spy-camera-or-hidden-camera-isnt-working/) which provide step-by-step guidance for troubleshooting common problems. Additionally, we recommend visiting our blog (www.ozspy.com.au/blog/), where we regularly share informative articles and helpful tips. These resources may offer valuable insights and solutions, saving you time and effort. However, if you are unable to resolve the issue through self-help, please proceed to lodge a support ticket, and our team will be ready to assist you further.

1. Franchisee Customers:

   • Franchisee customers should contact the franchisee from whom they purchased the OzSpy products for support.
   • The franchisee will provide assistance with any issues related to OzSpy products and services.

2. Online Customers:

   • Online customers should check the page for the product on www.ozspy.com.au and check for manual if they do not have a manual.
   • Online customers should visit our support page at  Contact Support (ozspy.com.au) to lodge a support ticket.
   • The support ticket will be assigned to the appropriate team for further assistance.
   • Please provide detailed information about the issue to expedite the resolution process.

3. Franchisees:

   • Franchisees should contact the Head Office of OzSpy Security Solutions for support regarding OzSpy products and services.
   • The Head Office will provide guidance and assistance to franchisees in resolving product-related issues.
   • For non-OzSpy products, franchisees should contact the respective supplier directly for support.

4. Installers:

   • Installers should contact their employer or contracting company for support regarding OzSpy products.
   • The employer or contracting company is responsible for assisting installers in troubleshooting and resolving issues.
   • If the installer is unable to resolve the issue, they should escalate it to the Head Office of OzSpy Security Solutions.
   • For non-OzSpy products, installers should contact the respective supplier directly for support.

General Guidelines for Support:

1. Provide detailed information: When seeking support, please provide as much relevant information as possible, such as product details, order numbers, error messages, and a clear description of the issue. This information will help expedite the support process.

2. Be patient: Our support teams are committed to resolving your issues in a timely manner. However, complex problems may require additional time for investigation and resolution. We appreciate your patience during the support process.

3. Product Warranty: Please refer to the warranty terms and conditions provided with your OzSpy products for information on warranty coverage and limitations.

4. Support Hours: Our support teams are available during regular business hours.

5. Product Updates and Documentation: We regularly release product updates and provide documentation to assist customers. Please visit our website and support page for the latest updates, user manuals, and troubleshooting guides.

We hope this support policy clarifies the support channels available to you based on your customer category. If you have any further questions or need assistance, please don't hesitate to contact us through the appropriate support channels.

Thank you for choosing OzSpy Security Solutions. We appreciate your trust and look forward to serving you.