Day-One Support & Service Contracts FAQ

Day-one support means the integrator’s monitoring and response infrastructure is active from the moment the system is commissioned - not 30 days after move-in, not after a separate onboarding process, and not contingent on a support event occurring first. The system is enrolled in remote monitoring before commissioning is complete. The owner’s contact information and site documentation are loaded into the support system before the install team leaves the building. Day-one support is an operational commitment, not a marketing claim.

The first 30 days of occupancy are the period of highest system activity and highest probability of configuration-related issues. Real occupancy patterns - actual HVAC loads, actual lighting usage, actual AV habits - reveal automation behaviors that were not apparent in an empty building during commissioning. Owners and their households learn the system under real conditions and discover features or gaps that the commissioning walkthrough did not surface. An integrator whose support infrastructure is not active during this period is absent when the client needs them most.

Remote monitoring means the integrator’s support platform has continuous visibility into the health and status of every covered system component - network devices, control processors, AV equipment, security cameras, and other connected systems. Monitoring generates alerts when a device goes offline, when performance metrics degrade below defined thresholds, or when error conditions are detected. Proactive monitoring allows the support team to identify and address issues before they cause a failure the owner notices. On a Ubiquiti network, Restrepo uses UISP/Pro for continuous monitoring of every device, port, and wireless client.

A standard warranty covers manufacturing defects and installation workmanship for a defined period. It does not cover operational support, ongoing maintenance, software updates, or response to system issues that are not defects. Day-one support covers all of those things - from the moment the system is live, for as long as the support contract is in force. The warranty and the support contract serve different functions and should both be reviewed and understood before the installation agreement is signed.

Yes - but there is an onboarding cost that would not exist if support were included from installation. Adding support after the fact requires the integrator to audit the existing system, update the documentation to reflect as-built conditions, enroll all devices in the monitoring platform, verify remote access to every covered component, and establish baseline performance data. That process typically takes eight to 16 hours of integrator time and is billed at standard hourly rates. Including support from day one eliminates that cost and ensures there is no gap in coverage between installation and support enrollment.

Remote monitoring requires that the integrator has network access to all monitored devices from the support platform. That means the network must be configured with a management VLAN or equivalent segmentation that allows secure remote access to device management interfaces without exposing client data networks. It also means the network must have reliable internet connectivity - which for a luxury residence means a managed gateway with failover capability or at minimum a redundant ISP connection. Restrepo’s Ubiquiti-based network deployments are designed with remote management as a first-order requirement, not an afterthought.

Day-one support should cover every system that affects daily living: the network (switches and wireless access points), the control system (Crestron processor and programming), distributed AV (sources, receivers, displays), the security system (cameras, NVR, access control), and climate control integrations. Each of these systems has failure modes that are detectable through monitoring. Each has remote-resolution paths that reduce or eliminate truck rolls. The scope of covered systems should be listed explicitly in the service contract, with each device category confirmed as enrolled in monitoring.

Proactive maintenance is the set of scheduled activities the support team performs to prevent failures rather than respond to them. It includes: quarterly firmware review and update cycles for all covered devices, semi-annual network health checks with capacity analysis and heatmap validation, annual systems audits with written reports, NVR drive health monitoring with replacement recommendations, and battery replacement scheduling for all wireless devices. Proactive maintenance converts a reactive support model into a managed service model - and over a three-year period, it consistently reduces emergency call volume by 40 to 60 percent compared to reactive-only support.

A service level agreement (SLA) is a contractual document that defines the performance commitments the integrator makes in exchange for the service contract fee. A complete SLA includes: severity level definitions, response time targets by severity, resolution time targets by severity, escalation procedures when targets are missed, and client remedies when SLA commitments are not met. The SLA is the document that transforms verbal service promises into enforceable obligations. Without a written SLA, the service contract is a description of good intentions.

For a Severity 1 event - defined as a complete system failure or a security-related failure that affects the safety or security of the property - the remote response target should be 15 minutes or less from when the ticket is opened. On-site response should be committed within four hours in the service area. Those targets assume a support team with after-hours staffing and remote access configured for the client’s system. An integrator who cannot commit to a 15-minute remote response for a security system failure does not have the support infrastructure to protect a luxury residence.

MTTR is Mean Time to Resolution - the average time from when a support ticket is opened to when the issue is confirmed resolved. It is more meaningful than response time alone because a fast response that leads to a slow resolution still leaves the owner with a non-functional system. For luxury residential support, target MTTR should be under four hours for remote-resolvable issues and under 24 hours for issues requiring an on-site visit. Ask your integrator for their actual MTTR data by severity tier before signing the service contract.

RTO is Recovery Time Objective - the maximum acceptable time for a system or system component to be restored to full operation after a failure. RTO is used in SLA documents to define the resolution commitment for specific system categories. A luxury residence might define an RTO of four hours for the security system, eight hours for the control system, and 24 hours for non-critical AV zones. The RTO is the owner-defined tolerance for downtime, and it should drive the support tier selection and the staffing model the integrator is required to maintain.

They should be - for Severity 1 events. A 24/7/365 support commitment with different response time targets for after-hours calls is not a genuine 24/7/365 commitment. For Severity 2 and Severity 3 events, it is reasonable for after-hours response to be measured at a longer target - eight hours rather than 60 minutes, for example. The key is that Severity 1 events - security failures, complete system outages - have a flat response time commitment that does not vary by time of day or day of week. Confirm this explicitly when reviewing the SLA table.

The service contract should specify a remedy when an SLA target is missed. Common remedies include: a service credit applied to the next billing cycle (typically one month’s contract fee for a Severity 1 miss), a root-cause analysis report delivered within five business days of the missed target, and a corrective action commitment from the support team leadership. Without a defined remedy, the SLA is a performance aspiration rather than an obligation. Ask the integrator specifically what the client receives when an SLA commitment is not met - the answer reveals whether the SLA is real or decorative.

Yes. The escalation procedure defines what happens when a ticket is not resolved within its target window. It names the specific individuals who are notified, in what sequence, at what intervals after the target is missed. A proper escalation path looks like: at target plus 30 minutes, the senior support technician is notified; at target plus 90 minutes, the support manager is notified and calls the client directly; at target plus three hours, leadership is engaged and the on-site dispatch decision is made regardless of remote resolution status. Without a documented escalation path, “escalation” is an informal process that happens inconsistently.

An on-site response commitment means a qualified technician physically arrives at the property within the committed time window with the tools and access credentials to address the specific issue. It does not mean a technician calls from the driveway, or sends a junior field tech who has to call the programmer for instructions, or arrives without the specific replacement component that the remote diagnosis indicated was needed. When evaluating on-site response commitments, ask: is the dispatched technician familiar with my specific system, do they have access to the programming tools for my control system, and what is your parts inventory for common failure components?

SLA response times should be measured from the moment the support ticket is opened - not from when the integrator first becomes aware of the issue through monitoring, and not from when the integrator calls back after a voicemail. The ticket-open timestamp is objective and auditable. Response time should be defined as the elapsed time from ticket open to the first live engagement by a qualified technician - not the first automated acknowledgment email. Any service contract that measures response time from an acknowledgment email rather than from live technician engagement is using a metric that understates actual response performance.

Standard discount benefits for service contract holders include: priority scheduling ahead of non-contract clients, locked-in labor rates for the duration of the contract term, a 5 to 15 percent discount on new equipment purchases and project costs, a free annual systems audit (valued at $800 to $1,500), and complimentary firmware updates for all covered devices. The discounts on future work are particularly valuable for clients who regularly expand or upgrade their systems, because the savings compound across multiple projects over the contract term. Confirm that the specific discount percentages are written into the service contract, not described in a sales summary.

The spend threshold at which support hours are bundled varies by integrator, but the general structure is: clients who spend $30,000 to $60,000 per year in project work receive a defined block of remote support hours - typically eight to 16 hours - included at no additional charge. Clients who spend above the upper threshold receive expanded inclusion: 20 to 40 hours of remote support, two to four on-site visits, and a dedicated account manager. The thresholds and the specific inclusions should be documented in a tiered benefits schedule that is part of the service contract. Ask for that document at signing, not at the point where you believe you have reached a threshold.

A tiered Care Plan structure offers three or four service levels matched to system complexity and owner needs. A foundation tier covers basic remote monitoring and business-hours response for clients with simpler systems or seasonal properties. A mid-tier plan adds 24/7/365 emergency response, a quarterly firmware maintenance cycle, and included remote support hours. A premium tier adds unlimited remote support, monthly on-site visits, a dedicated account manager, same-day emergency response, and annual system upgrades at a discounted rate. The right tier is selected based on system complexity, occupancy patterns, and the owner’s risk tolerance for system downtime. Multi-property clients may use different tiers for different properties.

Yes. Multi-property contracts are available for clients with two or more properties in the NJ, NY, and CT metro service area. The bundle typically includes a 10 to 20 percent discount relative to individual property contracts, consolidated billing, a single account management relationship, and coordinated annual audit scheduling. Each property must be individually enrolled in the monitoring platform with site-specific documentation, caretaker contacts, and confirmed remote access. The multi-property bundle simplifies administration and creates financial efficiency for clients who maintain technology systems across multiple locations.

Annual spend for bundled support threshold purposes is tracked by the integrator’s account management system against the client account. It typically includes all project work invoiced under the client account during a rolling 12-month period - new installations, equipment upgrades, scope additions, and any other project-related invoices. Support contract fees themselves are typically excluded from the threshold calculation. The account manager is responsible for proactively notifying the client when a threshold is reached and adjusting the billing accordingly. Confirm the tracking mechanism and the notification process at contract signing.

Standard service contract terms are one year, renewable annually. The first-year term may include a minimum commitment period of six months before cancellation rights take effect, reflecting the onboarding investment the integrator makes at the beginning of the relationship. After the minimum period, cancellation with 30 to 60 days written notice should be available without penalty. Auto-renewal provisions should require 60-day advance notice of intent not to renew. Read the termination and auto-renewal terms carefully before signing - they define the flexibility you have if the relationship is not meeting your expectations.

Transfer eligibility depends on the contract terms. Property-specific contracts transfer with the property to the new owner, subject to the integrator’s approval and a brief onboarding for the new contact. Owner-specific contracts may not transfer and instead terminate at sale. If you plan to sell the property during the contract term, or if you want to use the service contract as a selling point, confirm the transfer terms at signing. A transferable service contract with current firmware, a maintained service history, and documented system configuration adds demonstrable value to a luxury property sale.

At contract renewal, the integrator should provide: a service history report for the prior year showing all tickets, response times, and resolution records; a system health summary with recommendations for the coming year; and a proposed renewal rate. Rate increases should be notified 60 days before renewal and limited to a defined percentage cap or a recognized cost-of-labor index. The renewal is also the appropriate time to add newly installed systems to the covered scope and to adjust the included hours to match actual usage patterns from the prior year. A renewal that arrives as an automatic invoice with no review or consultation is a signal that the support team is not managing the relationship proactively.

The annual systems audit is included in mid-tier and premium Care Plans. Foundation-tier plans may include a semi-annual health check that is less comprehensive than a full audit. The audit is a documented deliverable - a written report, not a phone call - that covers firmware status, network utilization, equipment health indicators, and owner-reported operational concerns. The report includes prioritized recommendations with estimated costs for any items that require action. The audit report is the basis for renewal planning and is the document you use to confirm that the support you received matched what you paid for.

Yes - network coverage is one of the core components of every Restrepo Care Plan tier. Coverage includes: remote access to all managed switches and wireless access points through the Ubiquiti UISP/Pro platform, firmware management for all network devices on a quarterly review cycle, bandwidth and utilization monitoring with capacity analysis, wireless performance monitoring and heatmap validation, and on-site troubleshooting for network issues that cannot be resolved remotely. The network is the substrate on which every other smart home system depends - network coverage is not optional on a serious Care Plan.

Care Plan coverage for Crestron programming includes: remote access to the Crestron processor, remote diagnostics and log review, correction of programming defects identified during the contract term, and minor programming adjustments (adding a scene, adjusting a timer, modifying an automation threshold) within the included remote support hours. Major programming changes - adding a new room, redesigning the automation logic, integrating a new system - are outside the Care Plan scope and are billed at the contract labor rate with the applicable Care Plan discount. The line between a “minor adjustment” and a “major change” should be defined in the contract.

Yes. Care Plan coverage for the NVR and camera system includes: continuous NVR online status monitoring, NVR drive health monitoring (SMART data analysis with replacement recommendations before failure), camera feed monitoring with alerts for offline cameras, firmware management for the NVR and all cameras on a defined review cycle, and remote access for configuration changes. On-site coverage includes camera cleaning and focus verification at the annual audit visit. NVR drive replacement, when recommended by monitoring data, is performed at the Care Plan labor rate with applicable discounts on replacement drives.

Standard Care Plan exclusions include: physical damage from non-covered causes (water intrusion, impact damage, power surge beyond connected surge protection), manufacturer hardware failures after the warranty period (covered separately by manufacturer warranty or extended warranty), ISP service interruptions, work to modify the system scope (adding new rooms or new equipment categories), infrastructure outside the integrator’s original scope (electrical panels, HVAC systems, plumbing), and programming changes that constitute major scope additions rather than minor adjustments. Review the exclusion list carefully and ask about any specific scenario you are concerned about before signing.

Restrepo’s firmware management process includes: release note review before deployment, compatibility verification with the client’s specific configuration, testing on a non-critical device before broad deployment, and a documented rollback procedure for every update that is applied. When a firmware update causes an unexpected behavior change, the rollback is executed immediately and the issue is documented. If the manufacturer’s update is incompatible with the client’s configuration, we delay deployment until a compatible version is available or until a configuration workaround is developed. The client is notified of any update that is delayed for this reason.

Mid-tier and premium Care Plans include an annual user orientation session - a structured walkthrough of the system for current occupants, covering any new features, changes made during the year, and operational best practices. The session is typically two hours and can be conducted at the property or remotely via screenshare for mobile interface reviews. Additional training sessions beyond the included annual session are available at the Care Plan labor rate. For properties with high staff turnover or frequent guest usage, we recommend a brief orientation document - a one-page system guide - that we produce at onboarding and update annually.

When a hardware failure requires manufacturer engagement - a Crestron processor that requires factory service, a network device that is under warranty replacement - Restrepo manages the manufacturer relationship on the client’s behalf. We open the manufacturer case, ship the device for service if required, receive the replacement, and reinstall and reconfigure the replacement unit. Care Plan coverage includes the labor for reinstallation and reconfiguration. The cost of the replacement unit itself is covered by the manufacturer warranty when applicable, or billed to the client at the Care Plan equipment discount rate when out of warranty.

Yes - Care Plan support is available to the client’s designated caretaker or property manager, not only to the homeowner directly. The caretaker must be registered as a designated contact on the client account, with a defined scope of issues they are authorized to report and authorize work on. For properties with live-in or full-time caretakers, this provision is particularly important - the caretaker is often the first person aware of a system issue and needs a direct path to the support team without routing every call through the homeowner. Confirm caretaker authorization scope at onboarding.

Contact Restrepo Innovations at 201.405.2022 to discuss your property and systems. We serve NJ, NY, and CT metro from our offices at 599 Franklin Ave, Franklin Lakes, NJ 07417. The onboarding process begins with a system audit - a two-to-four hour review of your existing systems, documentation, and remote access configuration - followed by a Care Plan recommendation tailored to your system complexity, occupancy patterns, and support needs. Visit our Service Contracts page to review Care Plan tiers and schedule a consultation. We are an Elite Pro Crestron Dealer, HTA Luxury Certified, OSHA Certified, and a Ubiquiti UISP/Pro Partner.