Guide to booking the interactive one-on-one support

Most of the common questions, installation, and troubleshooting procedures have already been documented in our Wiki but if an issue requires more in-depth support, we are here to help you.

Make sure to follow the requirements needed as outlined below before requesting an online session with us. This will help us have a better context of the problem and further assist on the issue.

1. Objective, Manual Extract Report, Photos & System Description
  • Tell us why you are booking this paid interactive Zoom session.
  • The Manual Extract Report gives us an overview of the configuration you are using so we can see if there is anything in the setup that might be causing the error. We only need the most recent Manual Extract Snapshot Report file.
  • Tell us a bit about your system and send us photos of your installation and not the software (including the wiring, batteries, connected equipment, etc.) Please limit file sizes to 2MB.

Send all these to our support email ( 10 minutes prior to the session.

2. Purchase An Initial Half-Hour Support Session And Book A Schedule

We are an Australian business operating in the time zone of Sydney, Australia. This may mean we might be asleep when you book and cannot always respond instantly.

For Australian customers only book during business hours 9 am to 5 pm — the extended options are there for those in other time zones to make it possible to catch us.

For customers in other regions like Europe and America , we have extra timeslots to help make it more convenient for you. Make sure you select your local time zone and the Calendly platform will take into account the differences and will also send reminders 15mins prior to the booked session.


This is an interactive session where we communicate verbally and resolve your concerns. This means it is crucial to have voice communication via the laptop microphone, a desktop screen share, and any photo or video-sharing that will hopefully be helpful in troubleshooting.

An interactive session will enable us to guide you to make any changes to the parameters or hardware configuration. In most cases, we may even do remote on your machine and this is not something we can do without your permission, guidance, and involvement.