The MrSecured Support Promise — Brisbane Security That Stays Available After The Install
The most common worry Brisbane homeowners and business owners have about premium security installers isn’t price. It’s whether the installer will still answer the phone in 18 months when a sensor needs adjusting or the app won’t connect.
This page is our published commitment — written down, so you can hold us to it before you’ve spent a dollar.
If we ever don’t meet what this page says, ring MrSecured on 0490 130 339 and tell him. The promise only matters if we hold ourselves to it.
The MrSecured Support Promise — In Plain English
1. We answer the phone when we can. If we can’t, we get back to you.
Every MrSecured customer gets 0490 130 339 as the direct support number — it rings Jarrod’s mobile, not a call centre queue. If we’re on a job site, in a roof, or after hours and can’t answer, we ask you to send us a message (text, voicemail, or email) and we come back to you with an answer.
What this means in practice: you don’t get the call-centre triage runaround. You get a direct line to the person who knows your system. When we miss the call, you get a real answer back — not a “ticket has been raised” auto-response.
2. Most issues can be fixed by phone, free of charge
The majority of customer support requests we get can be resolved without a truck-roll. False alarm at 2am? Usually a low-battery sensor we can identify by reading the panel log remotely. Camera offline? Often a router restart or a settings adjustment we can walk you through. App not connecting? Usually a permissions setting we can guide you through.
Phone-based troubleshooting, talking-you-through-the-fix, and remote diagnostics where the system allows it — these are free. We don’t charge to pick up the phone or to help you find a setting in the app.
3. On-site callout is $350 when the issue needs hands on the gear
If the issue genuinely needs an in-person visit — a faulty sensor that needs replacing, a camera that has come loose, a cable that’s been damaged — the on-site callout is a flat $350. That covers travel + diagnosis + most fixes that can be completed in the same visit. Hardware replacements outside manufacturer warranty are quoted separately.
Why a flat callout fee instead of “free under warranty”: it lets us answer every call honestly. We can tell you up front “this can probably be sorted by phone, no charge” or “this needs us on-site, $350” — instead of pretending all support is free and then loading hidden fees into the original install price.
4. Warranty — 1 year on installation labour, manufacturer warranty on the products
Our installation labour warranty is 1 year. If something we installed comes loose, drifts out of alignment, or fails because of how we installed it, we come back free to fix it within 12 months of completion.
The hardware (cameras, sensors, alarm panels, intercoms, access control devices) is covered by the manufacturer’s own warranty, which varies by brand and product. We register every install with the manufacturer at handover, and you receive the warranty registration confirmations as part of your system documentation. If a covered product fails within the manufacturer’s warranty period, we coordinate the replacement.
5. The MrSecured app for common questions
We’ve built the MrSecured app to help customers answer the most common questions about their system — without needing to pick up the phone. (Details + download link coming soon on this page.)
6. Patient training the day of install
On install day, before we leave, we walk you through:
- How to arm / disarm via app, keypad, and key fob
- How to view live camera feeds
- How to play back recorded footage
- How to download a clip if police request it
- How to add a new user (family member, cleaner, contractor)
- How to disable a sensor temporarily
- What every alert notification means and what to do
- What happens if internet drops, what happens if power drops
We do this training for as many people as need it — parents, teenagers, housekeepers, business managers, body corp committee members.
7. Written system documentation — you own your own system
Every install includes a printed (and emailed) system document containing:
- Camera-by-camera location diagram with model numbers
- Sensor map with zone numbers
- Network IP addresses and admin credentials
- App login + admin user setup
- Warranty terms in plain English
- Direct contact details for support
- Manufacturer warranty registration confirmations
If you ever need to leave MrSecured for any reason, you take this document with you. We do not hold customers hostage by withholding admin credentials, locking systems to proprietary apps, or making the system unusable if you switch installer. You own your system.
How This Compares To National Chains
| Support feature | National chains (ADT/Chubb/Wilson) | MrSecured |
|---|---|---|
| Direct line to install owner | No — call centre triage | Yes — Jarrod’s direct mobile |
| Phone-based troubleshooting | Often charged per call | Free |
| Remote diagnostics where the system allows | Variable | Free |
| On-site callout fee | Varies — sometimes hidden in contract | Flat $350, told to you up front |
| Installation labour warranty | 6–12 months | 1 year |
| Hardware warranty | Provider-dependent, often locked to their contract | Manufacturer warranty direct — varies by brand |
| Customer owns admin credentials | Often locked to provider account | Customer owns, can switch installer freely |
| Mandatory monitoring contract | Typically 36–60 months locked-in | Optional — never mandatory |
What We Will NOT Do
To be honest — there are things this promise does not include. Pretending otherwise would be the kind of overclaiming you specifically came here to avoid.
- Free on-site callouts. If we have to drive out and fix something hands-on, that’s $350. Phone-based help is free.
- Free hardware replacement outside manufacturer warranty. Within manufacturer warranty (period depends on the product), we coordinate the replacement at no labour cost to you. Outside warranty, the hardware is at your cost.
- Free service on systems we didn’t install. If you bought a security system from another installer and want us to service it, we quote at our standard rate. We can’t promise the same support standard on systems we don’t know.
- 24/7 monitoring directly. We don’t run a monitoring service ourselves. If you want third-party Grade A1 monitoring with police dispatch on alarm events, we set it up with an Australian monitoring partner — quoted separately.
- Proactive monthly check-ins. We don’t ring you every month. We answer when you reach out.
Why We Can Make This Promise
We’re a small Brisbane-owned business. Jarrod is the owner and the lead installer. We do not have shareholders, regional managers, or quarterly numbers. We have a reputation to protect in a market where reputation drives most of our new customers — through Google reviews, word-of-mouth, and brand recognition from press features (Channel 9 Today Show, 4BC Brisbane Radio, Channel 9 Brisbane, and the Marty & Michael 2.2M-follower endorsement).
If we don’t honour this support promise, the reputation evaporates within a few months. Bad reviews surface on Google, our trust signals stop working, customers stop referring friends, the press stops featuring us. The business model only works if we honour it.
Trust Signals That Back This Promise
- 190+ five-star Google reviews — read them, they consistently mention post-install support
- QLD Class 2 Security Provider Licence #4546326
- ASIAL Member — Australian Security Industry Association
- $20M Public Liability Insurance
- Featured on Channel 9 Today Show, 4BC Brisbane Radio, Channel 9 Brisbane
- Endorsed by Marty & Michael (2.2M Instagram followers)
- 15+ years operating in Brisbane
- 10 Lewis Street, Camp Hill — physical Brisbane address, not a virtual office
Ready To Become A MrSecured Customer?
- Call MrSecured: 0490 130 339 — we answer when we can; if not, leave a message and we come back to you with an answer.
- Free 60–90 minute site walk — MrSecured attends personally. Design proposal back within 5 business days.
- Fixed-price quote with the support promise built in.
Frequently Asked Questions About The Support Promise
What’s the warranty actually cover?
Installation labour: 1 year. If anything we installed comes loose, drifts out of alignment, or fails because of how we installed it, we come back within 12 months at no labour cost to you. Hardware: manufacturer warranty — the period varies by brand and product. We register every install with the manufacturer at handover and you receive the registration confirmations.
How much is a callout if I need someone on-site?
$350 flat. That covers travel + diagnosis + most fixes that can be completed in the same visit. If the issue can be resolved over the phone or through remote diagnostics, there’s no charge.
What if I just have a quick question about the app or the system?
Ring 0490 130 339 or send a message. Phone-based help, walking you through a setting, or answering a “how do I” question is free. We also have the MrSecured app to help with common questions (details coming soon).
Why do you have a callout fee instead of “free service for the first 12 months”?
Honesty. “Free service” usually means the cost is hidden in the install price — every customer pays for support they may not use. A flat callout fee means the install price is lower, and customers who never need an on-site visit don’t subsidise the ones who do. We can also tell you up front “this can be sorted by phone, no charge” without pretending all support is free.
Is monitoring included?
No — monitoring is a separate optional service. The support promise covers installation, hardware warranty coordination, and the technical support of the system itself. If you want third-party 24/7 monitoring with police dispatch on alarm events, we set that up with an Australian Grade A1 monitoring partner — quoted separately based on your monitoring needs.
What if I’m not happy with the support?
Ring MrSecured on 0490 130 339 and say so. The promise only matters if we hear about it when it’s not being met. If we can’t resolve the issue, the QLD Office of Fair Trading and ASIAL both have complaint mechanisms — we’d rather fix the problem ourselves but we’ll never block you from escalating.
Can I add to the system later?
Yes. Most ecosystems are architected to be expanded. Adding a camera, sensor, or access fob is quoted as a standard install job, fixed-price.
Annual Service Package — Optional, From $350
For customers who want their system kept in peak condition without thinking about it, we offer an optional Annual Service Package. It’s not mandatory, it’s not auto-enrolled — you opt in if you want it.
What’s included in the annual visit
- Full equipment check — every camera, sensor, alarm panel, intercom, and access controller inspected for issues, faults, or signs of degradation.
- Full software check — recording software, mobile app, control panel firmware, and integrations checked for bugs and known issues.
- Hard drive health check — NVR / DVR storage tested. Hard drives are the #1 silent failure point in CCTV systems. Bad sectors caught early prevent footage loss.
- Software updates applied — firmware patches, security updates, app version upgrades — all installed and tested.
- Rezoning + adjustments — if you want a camera re-aimed, an alarm zone changed, motion sensitivity tuned, or any other adjustment, it’s done as part of the visit at no extra cost.
Price
From $350 per annum. Final price depends on system size, number of devices, and travel. We quote it up front — you’ll know the exact price before you book.
Why it matters
The #1 reason expensive security systems fail is neglected maintenance. Hard drives die without warning. Firmware bugs go unpatched. Cameras drift out of position. An annual visit is the cheapest insurance against a system that quietly stops working when you need it most. A single missed event because of a degraded system costs more than a decade of annual checks.
How to book
Call MrSecured: 0490 130 339. Or send a message via our website and we’ll get back to you with a date and a quote.
Related Pages
See: why MrSecured costs more for the cost-of-ownership analysis. Security ecosystem design for our design-first approach. About for the business story. Press for media coverage. Pricing for package details. Contact to book your free site walk.
