TECHNOLOGY SUPPORT YOU CAN COUNT ON

Technology systems occasionally experience disruptions. We want to keep things simple and provide support if your systems experience any of these disruptions. From proactively monitoring and fixing your system remotely to enabling you to reset your own system easily, we have you covered.

24/7 Support Coverage

We’re available to communicate with you in whichever manner best fits your lifestyle.

Preventative system monitoring & remote repair

Your system will be accessed remotely and oftentimes repaired without a service call.

Ongoing system maintenance

We'll manage your system with regular updates to keep it safe and running smoothly.

Discounted Service Call Rates

In the unlikely event that an on-site service call must be scheduled, you'll receive a preferred rate.

CHOOSE YOUR MEMBERSHIP

RECOMMENDED

BASIC

starting at

$586/year

$468/year

24/7 Email/Chat Basic Support

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Guaranteed 60 Min Basic Support Response

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Business Hours Advanced Support

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Ongoing Remote System Maintenance

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20% Off On-Site Support

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Personalized Support App

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RECOMMENDED

PLUS

starting at

$1,485/year

$1,188/year

Includes all features of the Basic Membership plus:

24/7 Phone/Text Basic Support

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24/7 System Monitoring

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Guaranteed 30 Min Basic Support Response

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30% Off On-Site Support

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Priority On-Site Support

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RECOMMENDED

SMART

starting at

$2,235/year

$1,788/year

Includes all features of the Smart Membership plus:

Same or Next Business Day On-Site Support

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40% Off On-Site Support

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2-Year Extended Warranty

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Annual On-Site Tech Tuneup

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ISP & Cable Account Management

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Surveillance Footage Retrieval

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Control4 4Sight Subscription

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BASIC

SMART

VIP

24/7 Email, Text & Chat Support

24/7 Email, Text & Chat Support

24/7 Email, Text & Chat Support

24/7 Email, Text & Chat Support

24/7 Phone Support

24/7 Phone Support

24/7 Phone Support

24/7 Phone Support

Discounted On-Site Support - 40% Off

Discounted On-Site Support - 40% Off

Discounted On-Site Support - 40% Off

Discounted On-Site Support - 40% Off

Priority Scheduling

Priority Scheduling

Priority Scheduling

Priority Scheduling

Same or Next Business Day On-Site Support

Same or Next Business Day On-Site Support

Same or Next Business Day On-Site Support

Same or Next Business Day On-Site Support

Customized Support App

Customized Support App

Customized Support App

Customized Support App

Reactive Remote Repair

Reactive Remote Repair

Reactive Remote Repair

Reactive Remote Repair

24/7 System Monitoring & Proactive Remote Repair

24/7 System Monitoring & Proactive Remote Repair

24/7 System Monitoring & Proactive Remote Repair

24/7 System Monitoring & Proactive Remote Repair

Ongoing System Management

Ongoing System Management

Ongoing System Management

Ongoing System Management

Control4 4Sight Subscription

Control4 4Sight Subscription

Control4 4Sight Subscription

Control4 4Sight Subscription

Annual On-Site Tech Review

Annual On-Site Tech Review

Annual On-Site Tech Review

Annual On-Site Tech Review

NOT A MEMBER?  NOT A PROBLEM.

 

We offer a pay-as-you-go support option.  There are no monthly fees.  You simply pay standard support rates when you need it. Support is available on a first come, first serve basis.  Our current rates are listed below.

NON-MEMBER SUPPORT

Support Hours:

  • October-May: M-F 9am to 4pm PST, excluding holidays
  • June-September: M-F 9am-3pm PST, excluding holidays

Remote Support Rates:

  • $195/hr
  • 30 minute minimum
  • billed in 15 minute increments thereafter

On-Site Support Rates:

  • $195/hr
  • 1 hour minimum
  • billed in 15 minute increments thereafter

After-Hours Support Rates:

  • 1.5 x standard rates
  • based on availability
  • paid in advance

Request Support:

FAQ

What is it?

It’s a comprehensive support memberhsip that includes a dedicated 24/7 Remote Support Team, a local ADE 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?

Pricing starts at just $39/month. Details can be found above.

Once subscribed, how do I reach support?

Once subscribed you will receive a “welcome” email with a contact card attached. We encourage you to store the information on your mobile device.

What forms of communication can I use to get support?

Email, phone, text and chat.

Do I still contact ADE directly for support during business hours?

No, your first contact should always be to the 24/7 Remote Support Team.

Is ADE still supporting our system?

Yes! However, the 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 the local ADE On-site Support Team.

I previously called/emailed ADE for support. Can I still do that?

Yes, but you will bypass the 24/7 Remote Support Team and go directly to scheduling on-site service. We STRONGLY recommend that you do NOT bypass the 24/7 Remote Support Team as they can solve almost 80% off all issues remotely.

Is the ADE Onsite Support Team available 24x7 as well?

No, the 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 phone number and therefore will only be able to reach us for support during our normal M-F, 9am-4pm business hours.

Is your 24x7 support team in-house?

NO, the 24×7 support team is located in Richmond, Virginia and Las Vegas, Nevada. The 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 over 80% 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?

Emergency support is available based on ADE availability and paid in advance.  Rates are listed above.

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?

For VIP members on-site visits are free.  For all other members on-site service rates are discounted. (see rates above)

How quickly will my emails, calls, texts or chats be responded to?

In most cases immediately. The max wait time would be about 8min.

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?

Generally, anything that has a connection to the internet.

When will my 1 year membership start?

After you receive your “welcome” email from the 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.

How will I request support after I subscribe?

Once subscribed, you will be given a dedicated email address, phone number and link for live chat.

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Up to 6 cameras       More than 6 cameras
Deep Sentinel Cameras           $300 & up $300 & up
Deep Sentinel Hub $1,300 $2,300
Deep Sentinel Switch $200 $400

Labor: starts at $800 and ranges depending on the number of cameras and wiring, and any special job requirements like trenching, conduit, painting, etc.

Deep Sentinel Monthly Service:  $100 for the 1st camera, $50 for each additional camera