Before contacting support

Providing the right information at the start allows us to diagnose the issue more efficiently and avoids unnecessary site visits.

Safe checks you may perform

• Confirm that the equipment and associated power supply are switched on.
• Check whether the issue affects all services or only one source, room or application.
• Confirm that cables visible to the user have not been disconnected or damaged.
• Check whether the internet service itself is available on another device.
• Close and reopen the relevant control application.
• Note any changes after a power cut, router replacement, software update or building work.

What we support

We provide technical assistance for systems supplied or installed by Bespoke, and may also assist with existing third-party systems where documentation, access and compatible parts are available.

How support works

Every request is assessed according to the nature of the fault, the available information, system access, safety implications, warranty status and any active maintenance agreement.

Support availability, response priority and included labour depend on the customer’s agreement, project status, technician availability, access conditions and the nature of the issue. A support request does not by itself create a fixed response-time commitment.

Priority and urgent faults

We use the following categories to understand operational impact. These descriptions help us prioritise work but do not constitute a guaranteed service-level agreement unless a separate written agreement states otherwise.

Remote support

Many issues can be diagnosed or corrected remotely where the system has appropriate connectivity and the customer authorises access.

Remote support may include

• reviewing system status, logs, network availability and device health;
• restarting or reinitialising authorised equipment;
• checking configuration, software, firmware and integration status;
• guiding the customer through safe user-level checks;
• adjusting authorised settings or programming;
• liaising with manufacturers or service providers; and
• determining whether an on-site visit or replacement part is required.

Remote access and privacy

• Remote access is used only with appropriate authority and for the agreed support purpose.
• Access may be time-limited, logged and restricted to the systems necessary for diagnosis.
• Customers must not send passwords or security codes through insecure channels unless specifically instructed.
• Temporary credentials should be changed or revoked after the support session where appropriate.
• We do not intentionally view private content, recordings or unrelated data unless it is necessary, authorised and proportionate to resolve the reported issue.

Remote support may be chargeable where it falls outside the original installation, warranty, commissioning period or an active support agreement.

On-site support and call-outs

An on-site visit may be recommended where the issue involves physical equipment, cabling, power, heat, signal distribution, inaccessible devices, damaged components, safety concerns or a fault that cannot be diagnosed remotely.

Before the visit

• Confirm the full site address, parking or access arrangements and the responsible contact person.
• Ensure the technician can access the relevant rooms, racks, plant areas and equipment.
• Advise us of building rules, security procedures, pets, hazards, active construction work or restricted access.
• Where possible, keep the system in the fault condition so the issue can be observed.
• Make available any relevant passwords, documentation, remote controls, keys or third-party account access.

Charges

Call-out, travel, labour, parking, materials, replacement equipment, third-party support and return visits may be chargeable unless expressly included in a written warranty or support agreement. Where practical, we will identify known charges before attendance; however, the final scope may only become clear after diagnosis.

Primary service area

Our main operating area is the Costa del Sol between Málaga and Sotogrande, including Marbella and San Pedro de Alcántara. Work outside this area may be available by arrangement and may involve additional travel or accommodation costs.

Warranty, repairs and replacement equipment

Warranty coverage depends on the manufacturer’s terms, the equipment supplied, the installation agreement, commissioning date, usage, environmental conditions and the cause of the fault.

A warranty may not cover

• accidental damage, misuse, liquid ingress, impact or unauthorised modification;
• power surges, lightning, unstable power, electrical faults or inadequate ventilation;
• internet-provider, subscription, cloud-service or third-party platform failures;
• changes made by another contractor, installer, user or software provider;
• consumable items, batteries or normal wear unless the applicable warranty states otherwise;
• obsolete products or unavailable replacement parts; or
• labour, access equipment, travel or removal and reinstallation costs unless specifically included.

We may need the product model, serial number, purchase or installation date, photographs, fault description and proof of purchase. Equipment may need to be removed, inspected or returned to the manufacturer or distributor. Manufacturer decisions, repair times and parts availability are outside Bespoke’s direct control.

Temporary or loan equipment

Loan or temporary replacement equipment is not automatically included. Where available, it may be offered under separate conditions, subject to compatibility, availability, deposit and responsibility for loss or damage.

Customer responsibilities

Reliable support depends on safe access, accurate information and appropriate control of the property’s systems.

• Provide accurate details about the fault and any recent changes to the property or system.
• Maintain electrical power, internet service, subscriptions and third-party accounts required by the system.
• Keep passwords, codes, keys and access credentials secure and update them when users or contractors change.
• Do not permit unauthorised changes to racks, cabling, network settings, automation programming or security systems.
• Maintain suitable ventilation, environmental conditions and physical access around equipment.
• Keep manufacturer applications, operating systems and customer-controlled devices reasonably current where compatibility requires it.
• Back up customer-created content and critical settings where the system allows.
• Ensure that CCTV, access-control, recording, monitoring and smart-home systems are used lawfully and that required notices and permissions are in place.
• Notify us promptly of suspected compromise, lost devices, departed staff, leaked credentials or unauthorised access.

Third-party services and dependencies

Integrated systems often depend on external services that Bespoke does not control, including internet providers, streaming platforms, television services, cloud systems, mobile applications, manufacturers, voice assistants, subscription services and utility supplies.

A fault may therefore originate outside the Bespoke installation. We can assist with diagnosis and liaison where appropriate, but we cannot guarantee the availability, continued compatibility, pricing, features or performance of third-party products and services.

Changes made by a third party may require reconfiguration, replacement equipment, updated licensing or chargeable engineering work.

Security and credential handling

Protecting access to your property and systems is essential. Please follow these rules when requesting support:

• Never publish or send alarm codes, door codes, passwords or network keys in public messages or social-media comments.
• Use a secure method agreed with us when sensitive credentials are genuinely required.
• Give Bespoke only the level of access needed for the support task.
• Change temporary or shared passwords after the work is complete where appropriate.
• Tell us immediately if a device, account or credential may have been compromised.
• Do not approve unexpected remote-access requests claiming to be from Bespoke; verify the request using our published telephone number.

Frequently asked questions

Service concerns and complaints

If you are dissatisfied with any aspect of our work or support, contact us promptly with the project address, relevant dates, the people involved and the outcome you are seeking. We will review the matter against the agreed scope, service records and available evidence.

Technical concerns should be sent to info@bespoke-sav.es. Billing concerns should be sent to accounts@bespoke-sav.es.