Support Policy

Purpose

OzSpy Security Solutions is committed to providing reliable, professional support for all our products and services. This Support Policy outlines how to access assistance based on your customer type, and the steps to take before submitting a support request.

Before Lodging a Support Ticket

We encourage customers to use our extensive self-help resources before opening a support ticket. These resources can help you identify and resolve issues quickly:

• Fault Finding Your CCTV System – a detailed step-by-step guide to diagnosing common CCTV issues.
• My Spy Camera or Hidden Camera Isn’t Working – solutions for covert and hidden camera problems.
• OzSpy Blog – regular articles, troubleshooting tips, and product updates.
• Manuals Bank – a searchable collection of user manuals for both current and older OzSpy and partner products.

If your issue remains unresolved after reviewing these resources, please lodge a support ticket. Our team will be happy to assist further.

Support Channels by Customer Type

Franchisee Customers

• Contact the franchisee who supplied your OzSpy products for first-line support.
• The franchisee will assist with troubleshooting and escalate to Head Office if required.

Online Customers

• Check your product page on www.ozspy.com.au for downloadable manuals or updates.
• Visit our Contact Support page to lodge a support ticket.
• Provide detailed information, including order numbers, model details, and a clear description of the issue.

Franchisees

• Contact OzSpy Head Office directly for product and system support.
• For non-OzSpy branded items, contact the relevant supplier for assistance.

Installers

• Installers should first contact their employer or contracting company for support.
• Employers are responsible for providing guidance and escalation if issues persist.
• For non-OzSpy products, contact the manufacturer or distributor directly.

General Support Guidelines

• Provide detailed information: Include all relevant details such as model numbers, order IDs, error messages, and photos if applicable.
• Be patient: Some complex technical issues may take time to investigate and resolve.
• Warranty coverage: Refer to your product’s warranty terms for details on coverage and limitations.
• Support hours: Support is available during regular business hours (AEST).
• Product updates and documentation: Check our website and Manuals Bank regularly for new manuals, firmware, and guides.

Summary

At OzSpy Security Solutions, our goal is to ensure every customer receives efficient, accurate, and professional support. Please use the appropriate channel for your category, review available resources before submitting a ticket, and include as much detail as possible to help us resolve your issue quickly.