Help & support
How can we help?
Before you log a ticket
Quick fixes
A device says it’s offline
My Wi-Fi or device keeps dropping out
Voice commands or automations have stopped working
A camera isn’t recording or won’t show live view
A smart lock is slow or not responding
Is it safe to let CleverMate connect remotely?
What does support cost without a plan?
After you log a ticket
How support works
01
We triage it
We review your ticket, check your system notes and your plan, and aim to get back to you within one business day.
02
We fix it remotely
For plan members, most issues are sorted in a remote session. You approve each one with two-factor authentication, and our access ends when it does.
03
We come to you
If it needs hands on, we book an on-site visit. Visits are included on Better and Best plans; otherwise it's a call-out from $320 + GST.
Common Questions
Is it safe to let CleverMate connect remotely?
What does support cost without a plan?
Support levels
What your plan covers
- 1Try a quick fixMost hiccups clear with a quick restart or a Wi-Fi check which saves you and CleverMate time.
- 2Log a ticket, call or SMSWe will reply as soon as we can Monday to Friday, 9am to 5pm.
- 3We check your planThen we pick the best course of action to get your issue resolved.
Pay as you go
No plan1. Phone & SMSBasic phone troubleshooting
2. Remote fixNot available without a plan
3. On-site visitOn-site call-out from $320 + GST, first hour included
Good
Remote support1. Phone & SMSPriority support by phone and SMS
2. Remote fixRemote fixes, up to 4 a year
3. On-site visitCall-out at standard rates, with 10% member discount
Better
Remote + on-site1. Phone & SMSPriority support by phone and SMS
2. Remote fixRemote fixes, up to 8 a year
3. On-site visit2 on-site visits a year plus the annual 3-hour service, booked ahead of non-members
Best
REMOTE + ONSITE1. Phone & SMSPriority support by phone and SMS
2. Remote fixUnlimited remote fixes
3. On-site visit4 on-site visits a year plus the annual 3-hour service, booked ahead of non-members
Remote sessions only start once you approve them with two-factor authentication. Included on-site visits cover travel within 30 km of the Melbourne CBD. Anything beyond your plan is charged at our standard rates, plus GST.
Compare support plans