| BASIC | PREMIUM | PREMIUM+ | |
| Dedicated Phone Support | 8am-8pm, 7 days a week, including holidays | 24 hrs a day, 7 days a week, including holidays | 24 hrs a day, 7 days a week, including holidays |
| Video Chat Support | |||
| Proactive System Monitoring | |||
| DIY Support App | |||
| On-Site Support | standard rate, M-F 8am-3pm | 10% off standard rate, M-F 8am-3pm | 20% off standard rate, M-F 8am-3pm |
| Remote System Maintenance | |||
| Priority Support |
If you prefer a more traditional support experience with in-home visits from a technician and can do without remote support and troubleshooting, our standard offering with no monthly investment is the perfect choice for you.
Standard Support
(pay-as-you-go)
Support Hours: Monday - Friday, 8am to 3pm
On-Site Rates: $210 per hour (1.5 hour minimum)
Remote Support: Not Available
After-Hours Support: Not Available
MEMBERSHIP BENEFITS
Dedicated Phone Support
Troubleshoot with our highly trained specialists available 7 days a week. We provide support via phone or email. Our Premium and Premium+ members enjoy support 24 hours a day, 365 days a year. We’re here to help should issues arise.
Video Chat Support
Connect with our specialists via video to navigate around the hardware and work efficiently toward a resolution. Having trouble describing an issue? Sometimes it’s just more helpful to show someone a problem rather than trying to explain.
Proactive System Monitoring
Benefit from proactive monitoring as our specialist team keeps an eye on important devices that are critical in your system’s operations. We proactively identify and solve potential problems remotely before they occur.
DIY Support App
Fix small problems on your own schedule without needing to know your system complexities, and easily contact support right from the app.
Discounted On-Site Support
This exclusive benefit allows you to address any hardware or software issues without straining your budget. Enjoy the peace of mind that comes with expert help at a reduced rate, providing the assurance that your technology investment is in capable hands.
Remote System Maintenance
Routine maintenance ensures peak performance, longevity, and cost efficiency. Regular checks help identify and address issues early, preventing downtime and costly repairs. It also facilitates timely software updates, security patches, and compatibility improvements. By extending the lifespan of devices, routine maintenance saves time, resources, and promotes energy efficiency, contributing to both reliability and sustainability.
Priority Support
Gain the advantage of jumping to the front of the line, bypassing non-members and receiving immediate attention. We understand the importance of your time, and with priority support, we make you our top priority. This means faster response times, quicker issue resolution, and dedicated assistance tailored to your needs.
... I subscribe to a maintenance membership so they keep all my systems functioning. I do not have to worry about constant software updates or who to call if I have a problem or something stops working.
MEMBERSHIP FAQ
What is it?
It’s a comprehensive support membership that includes a dedicated 24/7 Basic Remote Support Team, a local Advanced Remote & On-site Support Team as well as 24/7 remote monitoring of your system. It is dedicated for members only.
Once subscribed, how do I reach support?
Once subscribed you will receive a personalized support app with easy access to support contact info, and you will be given a dedicated email address, phone number and link for live chat.
Do I still contact ADE directly for support during business hours?
No, your first contact should always be to our 24/7 Remote Support Team.
Is ADE still supporting our system?
Yes! However, our 24/7 remote Support Team will always attempt to solve your issue remotely first. If they cannot resolve the issue, your issue will be escalated to our local ADE Advanced Support Team.
Is the ADE Onsite Support Team available 24x7 as well?
No, our ADE local team is not available for 24/7 support. The local ADE office is open from 8am to 4pm PST, Monday thru Friday, excluding holidays.
Is your 24x7 support team in-house?
No, our 24×7 support team is located in Richmond, Virginia and Las Vegas, Nevada. Our team is comprised of highly skilled home technology experts who are trained on the specifics of your system. You can feel confident knowing that many of the calls fielded are resolved without dispatching a technician to your home.
Does the membership include regular maintenance?
Our Premium & Premium+ Memberships includes ongoing remote maintenance including software and firmware updates.
Does the membership include free on-site service calls?
On-site visits are discounted for our Premium+ Membership.
How quickly will my emails, calls, texts or chats be responded to?
You are guaranteed a response within 1 hour.
What is involved in the ADE Monitoring Device configuration?
The configuration is extremely detailed. Every component in your system needs to be labeled and identified by room so that the 24×7 support team has all the information they need to effectively monitor and support your system. This is a critical step to enabling the highest quality 24×7 support available.
What parts of my system can be monitored and supported?
ADE can monitor:
- Whether most of your network connected devices are up and running.
- Health of many connected AV devices and light switches (availability may vary depending on manufacturer).
- Internet up/down state and average upload/ download speeds.
What parts of my system can't be monitored?
- Quality of audio/video (a connected network media player may show as online but the audio or video may still be experiencing issues).
- Different apps or services within connected network devices (i.e. Netflix not working or Pandora producing an error message within a functioning Apple TV or Sonos player).