MEMBERSHIP OPTIONS
RATES & AVAILABILITY
| MEMBERS | NON-MEMBERS | |
| Remote Support | Included | $200/hr (1/2 hr min) |
| On-Site Support | $150/hr ($200 1st hr) | $200/hr ($250 1st hr) |
| After Hours Remote Support | Included | not available |
| After Hours On Site Support | $300/hr ($400 1st hr) | not available |
| Business Hours M-F 8am-4pm PT Excluding Holidays | ||
... 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.
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.
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 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 our Premium 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).
WHAT OUR CLIENTS SAY
Feedback by ADE