Peace of Mind For Your Smart Home Technology

Peace of Mind For Your Smart Home Technology

SUPPORT & MAINTENANCE MEMBERSHIPS

 

 

Think about your new system like a car. Whether you spend $10,000, $50,000, or $100,000 on your car you understand that things like oil changes, tires, brakes and preventative maintenance are necessary and expected.

 

At Artistic Design & Entertainment we support our projects free of charge for 90 days. This “break-in period” is to allow for minor adjustments as well as time for you to get comfortable with your new system. Moving forward we offer a variety of premium support & maintenance memberships to ensure that all of our clients expectations are met long after an installation is complete.

 

From proactively monitoring and fixing your system remotely, keeping your system up to date with the latest software and security advancements, along with access to our 24/7 remote support, Artistic Design & Entertainment has you covered.

24/7 Support Coverage

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

Preventative System Monitoring

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

Ongoing System Maintenance

We'll manage your system remotely 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

BASIC

starting at

$100/month

Key Features
  • Unlimited Daytime Remote Technical Support
  • Access to 24/7 Remote Support via Phone/Text/Email/Chat
  • Guaranteed 30 Minute Remote Support Response Time
  • Discounted On-Site Support Rates
  • Free Same or Next Day On-Site Support*
  • Ongoing Remote System Maintenance
  • 24/7 Proactive System Health Monitoring
  • DIY Support App
  • 2-Year Extended Warranty
  • Annual On-Site Tech Tune Up
  • ISP & Cable Account Management
  • Surveillance Footage Retrieval
  • Annual Control4 4sight Subscription
Rates & Availability
  • Remote Support – Free (M-F 9am-4pm PT)
  • On-site Support – $150/hr (M-F 9am-4pm PT)
  • After-Hours Support – Not Available

PREMIUM

starting at

$200/month

Key Features
  • Unlimited Daytime Remote Technical Support
  • Access to 24/7 Remote Support via Phone/Text/Email/Chat
  • Guaranteed 30 Minute Remote Support Response Time
  • Discounted On-Site Support Rates
  • Free Same or Next Day On-Site Support*
  • Ongoing Remote System Maintenance
  • 24/7 Proactive System Health Monitoring
  • DIY Support App
  • 2-Year Extended Warranty
  • Annual On-Site Tech Tune Up
  • ISP & Cable Account Management
  • Surveillance Footage Retrieval
  • Annual Control4 4sight Subscription
Rates & Availability
  • 24/7 Remote Support – Free
  • On-site Support – $150/hr (M-F 9am-4pm PT)
  • After-Hours On-site Support – $300/hr ($400 First Hour)

VIP

starting at

$400/month

Key Features
  • Unlimited Daytime Remote Technical Support
  • Access to 24/7 Remote Support via Phone/Text/Email/Chat
  • Guaranteed 30 Minute Remote Support Response Time
  • Discounted On-Site Support Rates
  • Free Same or Next Day On-Site Support*
  • Ongoing Remote System Maintenance
  • 24/7 Proactive System Health Monitoring
  • DIY Support App
  • 2-Year Extended Warranty
  • Annual On-Site Tech Tune Up
  • ISP & Cable Account Management
  • Surveillance Footage Retrieval
  • Annual Control4 4sight Subscription
Rates & Availability
  • 24/7 Remote Support – Free
  • * On-site Support – 12 Hours Free, then $150/hr (M-F 9am-4pm PT)
  • After-Hours On-site Support – $300/hr ($400 First Hour)

Standard Support Rates

$0/month

Key Features
  • No monthly commitment
  • Pay when you need support
  • Standard Scheduling
Rates & Availability
  • Remote Support: $100 per case M-F 9am-4pm PT
  • On-Site Support: $200/hr ($250 First Hour) M-F 9am-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.