SUPPORT & MAINTENANCE OPTIONS
Our memberships include proactive system monitoring and maintenance, software and security updates, and access to our 24/7 remote support team. We understand that your system is critical to your life, and we are committed to providing you with the highest level of service and support to keep your systems up and running.
Our experienced team is here to help you with any issues or questions you may have, and we will work with you to ensure that your system is always up to date and functioning at its best. With Artistic Design & Entertainment, you can rest assured that you have a reliable partner in your technology needs.
VIP
starting at
$400/month
or
$4,000/year
(2 months free)
Key Features
- Free Remote Support
- Discounted On-Site Support
- Ongoing Remote System Maintenance
- Network Management
- DIY Support App
- Access to 24/7/365 Remote Support via Phone/Text/Email/Chat
- Guaranteed 30 Minute Remote Support Response Time
- 24/7/365 Proactive System Health Monitoring
- Access to Same or Next Day On-Site Support
- Annual On-Site Tech Tune Up
Rates & Availability
- Remote Support: Free 24/7/365
- On-site Support: $150/hr (M-F 8am-4pm PT)
- After-Hours On-site Support: $300/hr ($400 First Hour)
PREMIUM
starting at
$250/month
or
$2,500/year
(2 months free)
Key Features
- Free Remote Support
- Discounted On-Site Support
- Ongoing Remote System Maintenance
- Network Management
- DIY Support App
- Access to 24/7/365 Remote Support via Phone/Text/Email/Chat
- Guaranteed 30 Minute Remote Support Response Time
- 24/7/365 Proactive System Health Monitoring
Access to Same or Next Day On-Site SupportAnnual On-Site Tech Tune Up
Rates & Availability
- Remote Support: Free 24/7/365
- On-site Support: $150/hr (M-F 8am-4pm PT)
- After-Hours On-site Support: $300/hr ($400 First Hour)
BASIC
starting at
$100/month
or
$1,000/year
(2 months free)
Key Features
- Free Remote Support
- Discounted On-Site Support
- Ongoing Remote System Maintenance
- Network Management
- DIY Support App
Access to 24/7/365 Remote Support via Phone/Text/Email/ChatGuaranteed 30 Minute Remote Support Response Time24/7/365 Proactive System Health MonitoringAccess to Same or Next Day On-Site SupportAnnual On-Site Tech Tune Up
Rates & Availability
- Remote Support: Free (M-F 8am-4pm PT)
- On-site Support: $150/hr (M-F 8am-4pm PT)
- After-Hours Support: Not Available
ON-DEMAND
starting at
$0/month
or
$0/month
(20% savings)
Key Features
- No monthly investment
- Pay only when you need support
Rates & Availability
- Remote Support: $200/hr M-F 9am-4pm PT
- On-Site Support: $200/hr ($300 First Hour) M-F 8am-4pm PT
- After-Hours Support: Not Available
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.
How much is the membership?
Memberships start at $100/month. Details can be found above.
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.
What forms of communication can I use to get support?
Depending on your membership, Phone, text, email and 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.
I previously called/emailed ADE for support. Can I still do that?
Yes, but you will bypass our 24/7 Remote Support Team and go directly to scheduling on-site service. We STRONGLY recommend that you do NOT bypass our 24/7 Remote Support Team as they can solve many issues remotely.
Is the ADE Onsite Support Team available 24x7 as well?
No, our ADE local team is not available for 24/7 support.
My system is new (installed within 1-year warranty period), does this apply to me?
YES. Our 1-year warranty on workmanship only covers service during regular business hours. After hours support is additional unless you already purchased a membership.
We only spend a few weeks of the year at this house. Is this really necessary?
Yes! If you’re not at the home, that is even more reason to have your system proactively monitored. The last thing you want to do is deal with home technology issues when you only have limited time to enjoy your home. We’ll make sure that when you are there, your system is firing on all cylinders.
Can I continue to call, email and text the ADE team members directly after hours?
No, all support inquires must come through the proper channels. Our techs will not respond to after-hours support requests in any form.
Do I have to become a member?
No, BUT you will not have access to our after-hours support and therefore will only be able to reach us for support during our normal business hours.
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. They know the locations of all the devices in your home and the the specific parts. You can feel confident knowing that many of the calls fielded are resolved without dispatching a technician to your home.
If I'm not a member can I still get after hours emergency service?
After-hours support is only available to members.
Does the membership include regular maintenance?
Yes, each membership includes ongoing remote maintenance including software and firmware updates.
Does the membership include free on-site service calls?
On-site visits are discounted for each membership.
How quickly will my emails, calls, texts or chats be responded to?
You are guaranteed a response within 60 minutes.
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).
- Toasters, wicker baskets, toilets, major home appliances (yet), pets, kids, plant life or threats from zombies.
When will my 1 year membership start?
After you receive your “welcome” email from our 24×7 support team. Please note that due to high demand, we cannot guarantee start dates. ADE will however provide support directly during the waiting period. We apologize in advance for any delays.