Remote viewing or app access
Compare the phone app with live view and playback at the recorder. Remote viewing depends on internet access and account permissions; a connection problem may leave local recording unaffected.
Remote-viewing checksHelp with an existing system
Practical help.
A clear next step.
Fault finding, servicing and support for CCTV, alarms, intercoms, access control and DMSS. Tell us which equipment is affected, what happens and when the issue began.
Request support01 · Start with the issue
What needs attention?
Open the relevant guide for practical checks, or request support when you need assistance.
Find and save incident footage
Write down the camera, date and time, then export the relevant recording promptly. Keep a separate copy and check that it plays. Do not reset the recorder, format storage or clear logs.
Playback and export stepsCamera or recording fault
Note the device, symptoms and when the fault started. Check accessible indicators or connections only if safe. A live image alone does not confirm recording.
Check common issuesMaintenance or changes
Ask about storage warnings, software maintenance, user access or upgrades. We assess the work and confirm any charges before proceeding.
Maintenance and upgrades02 · Know the cost
Service charges.
We agree the scope, minimum charge, rates and any extras before work starts. All prices are in AUD and include GST. Labour is per technician; attendance is charged once per visit.
Normal hours · Monday to Friday, 8 am–5 pm Perth time, excluding WA public holidays.
Normal-hours onsite minimum: $198 for standard work or $231 for specialist work, including attendance and the first hour. The scheduled CCTV service includes 90 minutes for $264.
| Service | Price | Included time and scope |
|---|---|---|
| Standard onsite labour | $132 per hour | CCTV, alarms, access control, fault finding and routine camera AI. Additional time: $33 per 15 minutes. Onsite minimum and attendance apply below. |
| Service / alarm visit | $198 | Local attendance and the first 60 minutes. Then $33 per additional 15 minutes. Parts extra. |
| CCTV scheduled service | $264 | Local attendance and the first 90 minutes for up to four accessible cameras mounted up to 3 metres high. Includes cleaning and checks of views, recording, storage and the app. Then $33 per additional 15 minutes; parts and extra repairs quoted first. |
| Phone / video guidance | $66 | First 30 minutes, then $33 per additional 15 minutes. Brief enquiries, bookings and initial triage are free. Paid support is agreed before it starts. |
| Remote-access support | $66 | First 30 minutes, then $33 per additional 15 minutes. We record your permission and any changes, and end temporary access after the session. |
| Consulting / advanced AI | $165 per hour | Security-system design, written advice, complex analytics and integrations. Additional time: $41.25 per 15 minutes. Specialist minimums apply below. |
| Security-system account guidance | $165 per hour | Help with security-system accounts, multi-factor authentication, updates, permissions and secure access. Additional time: $41.25 per 15 minutes. Specialist minimums apply below. |
| Installations / upgrades | Fixed quote | Your agreed quote covers the labour, travel, materials, setup, testing and handover included in the work. |
Rates updated 18 October 2026 for newly agreed work. Existing accepted quotes and service agreements keep their agreed prices and terms.
Minimums and how time is billed
- Normal-hours onsite minimum: one hour of labour plus $66 attendance. This attendance is already included in the $198 service visit and $264 CCTV service.
- Specialist onsite minimum: $231 for attendance and the first hour, then $41.25 per additional 15 minutes.
- Specialist phone or remote support: $82.50 for the first 30 minutes, then $41.25 per additional 15 minutes. Phone and remote sessions have no attendance fee.
- Specialist rates apply to consulting, advanced AI and security-system account guidance. Routine camera AI and standard security-system fault finding use standard rates.
- After the included time or minimum: we round additional time up once per session to 15-minute blocks. Only the final dollar total is rounded to cents.
For example, a normal-hours standard onsite visit lasting 75 minutes is $231 including attendance. A 40-minute standard phone or remote session is $99.
Our professional work covers security installation, security agent services and security consulting, alarms, CCTV, access control, smart technology, security integration and structured network and data cabling. Jayke provides general advice, guidance and assistance with preventative cyber security. For specialist cyber security advice, assessment or support, we recommend contacting an IT specialist.
After hours, weekends and public holidays
Available by arrangement. The highest applicable band applies once; bands do not add together. All times are Perth time.
| Period | Hourly rate | Onsite minimum · 2 hours | Phone / remote minimum · 30 minutes |
|---|---|---|---|
| Weekdays outside 8 am–5 pm, and Saturday1.5× band | Standard $198Specialist $247.50 | Standard $396Specialist $495 | Standard $99Specialist $123.75 |
| Sunday2× band | Standard $264Specialist $330 | Standard $528Specialist $660 | Standard $132Specialist $165 |
| WA public holiday, any day2.5× band | Standard $330Specialist $412.50 | Standard $660Specialist $825 | Standard $165Specialist $206.25 |
The onsite two-hour minimum includes attendance and replaces normal-hours visit packages. There is no extra emergency fee. Phone and remote support have no attendance fee. After the minimum, additional time is billed at the applicable hourly rate in 15-minute blocks, rounded up once per session.
Travel, parts and other extras
The first 60 minutes of combined return travel from our base are included. Excess travel is $66 per hour, billed at $16.50 per 15 minutes in every time band. We round combined excess travel up once to 15-minute blocks and agree the cost first. No added mileage charge applies.
For example, 90 minutes of combined return travel adds $33.
Parts, materials, parking, tolls, lift hire, subcontractors, monitoring, subscriptions and accommodation are quoted separately where required. We agree these extras before proceeding.
Free help stays free. Brief enquiries, bookings and initial triage do not incur a support fee. We do not charge again for handover already included in your installation or upgrade.
Warranty and consumer-law remedies that must be free are not charged at these rates. Raise a service concern with our support contact or request reference. You can ask the business principal to review an unresolved concern. Consumer rights continue.
Tell us what needs attention. We will confirm the right service and price.
Request a callback03 · Ready to request help?
A few details help
us get started.
Describe the problem using this checklist. Do not include passwords, access codes or sensitive footage in a general enquiry.
Send a support request- Your contact details and property suburb
If enquiring for someone else, explain your role and authority to arrange support.
- The affected device
Include the model if known and any displayed error message.
- What happened and when
Explain which functions are affected and whether the issue is constant or intermittent.
- Recent changes
Include recent outages, router replacements, account changes or other work. Preserve relevant warnings and logs where safe.
04 · Maintain & improve
Keep your system
under review.
Service checks depend on the equipment, its condition and how it is used. We confirm the work and price before a visit, repair or ongoing service.
Cameras & recording
Check camera images and lenses, recent playback, timestamps, storage warnings, recording history, alerts and connections. Software changes are assessed for the specific equipment.
CCTV check-upAlarms & backup
Check fault messages, batteries, sensors, arming, sirens and communication functions. Tests must follow the equipment instructions and any arrangements with a monitoring provider.
Alarm guidanceIntercoms & access
Check visitor calls, speech, video, authorised release and user permissions. Door or gate operation, emergency release and power-failure behaviour need appropriate assessment.
Alarm and entry guidesA service check records what was tested and its condition at the time. It cannot prevent every failure or guarantee future recording. Continue routine checks and report faults when they appear.
Access stays under your control.
Temporary DoLynk configuration access is available only after you have entrusted West Protect as your service provider in the DMSS app. You control this entrustment and can withdraw it at any time using DMSS.
Entrustment alone does not approve a configuration session. We first notify you by email and text. You approve by email or text, then separately approve the platform request in DMSS. We do not begin access without your entrustment and both approvals, and we stop if you withdraw permission.
Read the complete access processIf something goes wrong
Report faults promptly.
Please report faults promptly, ordinarily within 72 hours of noticing them, or as soon as reasonably practicable if that is not possible. Urgent safety issues and loss of recording need attention without avoidable delay.
This reporting request is not an automatic warranty or consumer-rights deadline. We cannot promise that missing footage can be recovered.
Fault reporting and consumer rightsBetween service visits
A simple routine helps.
Check live views, recent recordings, warnings, alerts and authorised users. Follow the model-specific instructions for batteries and storage. Ongoing device-health review is not included unless separately agreed.
Open the monthly check-up