SUPPORT & MAINTENANCE OPTIONS
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.
Memberships start at $100/month. Details can be found above.
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.
Depending on your membership, Phone, text, email and chat.
No, your first contact should always be to our 24/7 Remote Support Team.
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.
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.
No, our ADE local team is not available for 24/7 support.
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.
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.
No, all support inquires must come through the proper channels. Our techs will not respond to after-hours support requests in any form.
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.
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.
After-hours support is only available to members.
Yes, each membership includes ongoing remote maintenance including software and firmware updates.
On-site visits are discounted for each membership.
You are guaranteed a response within 60 minutes.
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.
ADE can monitor:
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.