Restrepo Care Plans
White-Glove Service, Always On
Quick Answer: Restrepo Innovations service contracts cover remote system monitoring, firmware updates, network health checks, phone support, and priority scheduling for on-site visits. Contracts are structured in tiers from annual wellness checks to full concierge 24/7 response, sized to the complexity of each installed system.
24/7 direct line to a Restrepo on-call engineer. Remote monitoring, proactive maintenance, and dedicated access for luxury residences across NJ, NY, and CT. From $199/month.
The Foundation
What Is a Restrepo Care Plan?
A Restrepo Care Plan is a structured service agreement that keeps your smart-home system performing at the level it was designed to deliver. Proactively, remotely, and around the clock. It covers remote monitoring, firmware and software updates, priority response guarantees, and a 24/7 direct line to a Restrepo on-call engineer. It is the operational layer that sits on top of your installation, ensuring the system your family depends on never becomes an afterthought.
A luxury smart-home system. Crestron automation, distributed Sonos audio, motorized shading, structured networking. is not a static purchase. It requires ongoing firmware management, periodic reconfiguration as your household habits evolve, and expert support when something does not behave as expected. Without a Care Plan, that burden falls entirely on you at the worst possible moments: when you have guests, when you cannot reach anyone, when it is 11 PM on a Sunday.
With a Restrepo Care Plan, you make one call. A Restrepo on-call engineer answers directly, 24 hours a day, 365 days a year. No call center, no third-party triage layer. The engineer on rotation has access to your system documentation and installation records, so the diagnosis starts the moment you describe the issue. You get answers fast and you never wait until Monday.
Why Ongoing Service Matters for Complex Systems
A Crestron-integrated estate does not operate like a consumer smart speaker. It is a system of interdependent subsystems. control processors, streaming devices, IP networks, audio matrices, shading motors. each with its own firmware update cycle, configuration dependencies, and failure modes. A single missed firmware update can disable integrations between subsystems. A misconfigured IP range can take an entire equipment rack offline.
Restrepo Innovations designed and programmed your system to exacting standards. A Care Plan ensures it stays that way. Our team performs remote monitoring through OvrC and Domotz, professional-grade platforms that alert us to device connectivity issues, processor resets, and offline modules. often before you notice anything is wrong.
Clients with a Care Plan also benefit from a connected relationship with our team over time. System needs evolve. Households grow. Technology improves. Your account manager understands your home, your preferences, and the trajectory of your project. That context is irreplaceable when you are making decisions about a lighting expansion, a new Sonos audio zone, or an Autonomic music server upgrade.
Always On
24/7 Front-Line Support, Direct to a Restrepo Engineer
Every Restrepo Care Plan tier includes a 24/7 direct line to a Restrepo on-call engineer. This is not a voicemail box, a shared inbox, or a third-party call center. It is our own engineering team on rotation, answering the phone in real time, with your system documentation in front of them.
What 24/7 Front-Line Support Includes
- 24/7/365 phone, chat, and app access
- Average answer time under 60 seconds
- Technicians trained on your specific Restrepo install
- Full access to your system documentation and records
- Most common issues resolved on the first call
- Structured escalation to Restrepo team when needed
- All interactions logged and visible to your account manager
- No separate charge. included in every Care Plan tier
The Restrepo on-call rotation is staffed by engineers who design and program these systems daily. They understand control systems, audio matrix routing, streaming protocol errors, and the specific behavior of Crestron processors. When you call at midnight because your theater system lost its Sonos integration, they know what that means and how to resolve it. Usually without dispatching anyone.
Service Plans
Choose the Care Plan That Fits Your System
Three tiers designed for the full range of Restrepo client needs. From post-warranty homeowners who want remote monitoring and 24/7 backup, to multi-estate clients who expect dedicated access and proactive strategy. All plans include 24/7 front-line support direct to a Restrepo on-call engineer at no additional charge.
For homeowners who want their system maintained without a long-term partnership commitment. Remote monitoring, 24/7 first-response, and a guaranteed Restrepo callback window.
- ✓24/7 Front-Line Support (direct to a Restrepo on-call engineer)
- ✓Remote system monitoring (OvrC / Domotz)
- ✓Firmware and software update management
- ✓24-hour escalation SLA for issues requiring on-site or follow-up
- ✓10% discount on hourly service rates
- ✓Network / Wi-Fi management available as add-on
For clients with a fully integrated system who want proactive support. not just reactive. The plan most of our Bergen County and NJ, NY, and CT clients choose.
- ✓Everything in Essentials
- ✓1 annual on-site preventive maintenance visit
- ✓8-hour escalation SLA for issues requiring on-site or follow-up
- ✓After-hours and weekend support included
- ✓Trip charges waived
- ✓20% discount on hourly service rates
- ✓Network / Wi-Fi management included
For multi-system, high-investment estates and our most demanding clients. The full Restrepo experience. dedicated access, quarterly strategy, and the fastest response guarantees we offer.
- ✓Everything in Care Plus
- ✓2 annual on-site preventive maintenance visits
- ✓4-hour escalation SLA for issues requiring on-site or follow-up
- ✓24/7 dedicated technician line direct to the engineer who programmed your home
- ✓Quarterly system review and strategy call
- ✓Battery replacement program (remotes, sensors, locks)
- ✓30% discount on hourly service rates
Multi-year discount: Concierge clients who commit to a 24- or 36-month agreement receive a 10–15% discount on the monthly rate. | Month-to-month: Available at a 30% premium over the annual rate for clients who need short-term flexibility. | Multi-property: Each property is quoted independently. Discounts may apply for clients with multiple locations.
Side-by-Side Comparison
Inclusions Matrix
A complete comparison of what is included at each Care Plan tier. All plans include 24/7 front-line support direct to a Restrepo on-call engineer. Tier differences are in response speed, on-site frequency, and dedicated access levels.
| Inclusion | Essentials $199+/mo |
Care Plus $499+/mo |
Concierge $1,499+/mo |
|---|---|---|---|
| 24/7 Front-Line Support (Restrepo on-call engineer) | YES | YES | YES |
| Remote monitoring (OvrC / Domotz) | YES | YES | YES |
| Firmware / software updates | YES | YES | YES |
| Annual on-site preventive maintenance | . | 1 / year | 2 / year |
| Restrepo response SLA | 24 hr | 8 hr | 4 hr |
| After-hours and weekend support | . | YES | YES |
| Trip charges waived | . | YES | YES |
| Hourly service discount | 10% | 20% | 30% |
| Network / Wi-Fi management | Add-on | YES | YES |
| Battery replacement program | . | . | YES |
| Quarterly system strategy call | . | . | YES |
| 24/7 dedicated technician line | . | . | YES |
Earned Tier
Concierge by Design
For clients at the highest investment level, Concierge service is not something you purchase. it is something you earn through your commitment to the system. Maintain a qualifying rolling spend at one property, and white-glove support becomes a natural extension of the relationship, not a line item on a service agreement.
Maintain a $100,000+ rolling 12-month investment per property. installation, system expansions, lighting and audio upgrades, or any combination. and Concierge support comes included for that location. No separate contract. No monthly fee. White-glove service is simply how we operate at this level.
If your trailing 12-month spend dips below $100,000, you’ll have a 90-day grace period to plan your next project. After that, you can transition into our paid Concierge tier ($1,499/month). or step back to Care Plus.
This benefit applies per property. Multiple homes? Each location qualifies independently.
What Counts Toward the $100,000 Threshold?
Every paid Restrepo Innovations invoice contributes to your trailing 12-month total: initial system installation, Crestron programming and commissioning, system expansions and room additions, architectural lighting design and installation, distributed audio equipment including Sonos systems, Autonomic music servers, motorized shading, structured networking, and standard service labor. The threshold is evaluated on a rolling basis. your account manager tracks it automatically and will alert you if you are approaching the grace period window.
The 80/20 Model
How After-Hours Support Works
One of the most common concerns we hear from prospective clients is about what happens when something goes wrong on a Friday night or a holiday weekend. Here is exactly how it works with a Restrepo Care Plan, and why the model resolves the vast majority of issues without involving our team directly.
Every Restrepo Care plan includes 24/7 first-response direct to a Restrepo on-call engineer. Our own engineering team handles the call from the first ring, with your system documentation in front of them. Most issues resolve on the first call. The few that require on-site work or a programming change are scheduled with full context already gathered.
Translation: you call once, get help fast, and never wait until Monday.
The 80%: Resolved on the First Call
The majority of after-hours smart-home calls fall into a predictable set of categories: a streaming source that lost connection, an audio zone that is not responding, a scene that did not trigger, a control panel that needs a reboot, a network device that went offline. These are issues that do not require a truck roll or Crestron programmer access. they require a trained technician with access to your system documentation and the judgment to walk you through a resolution in real time.
That is what the Restrepo on-call rotation delivers. Our engineers know the system brands we install daily. Crestron, Sonos, Autonomic, Lutron, Ubiquiti, and more. They answer in under 60 seconds and resolve the issue on the first call in the majority of cases.
The 20%: Escalated to Restrepo with Full Context
When a situation requires on-site hardware inspection or a return visit, the on-call engineer logs everything that was tried, what the system reported, and what the client described. The follow-up technician arrives with a complete picture before they walk through the door.
For Concierge clients, the dedicated technician line connects you directly to the specific engineer who programmed your home. If you would rather call your engineer by name at 2 AM, you can. That option exists and it is answered by someone who knows your system by name, not by ticket number.
Decision Framework
Self-Service vs. Restrepo Care vs. Concierge by Design
Not every client needs the same level of ongoing support. Here is an honest comparison of the three operating modes and the client profile each one fits.
| Situation | No Plan (Self-Service) | Restrepo Care Plan | Concierge by Design |
|---|---|---|---|
| After-hours support | Voicemail or wait until next business day | Restrepo engineer answers in <60 seconds, 24/7 | Restrepo engineer + dedicated line to your programming engineer |
| Firmware updates | Billed per visit as T&M | Managed remotely, included | Managed remotely, included, proactive scheduling |
| Remote monitoring | Not available | OvrC / Domotz platform included | OvrC / Domotz platform included |
| On-site preventive maintenance | Owner-initiated, billed as T&M | 1–2 visits/year included by tier | 2 visits/year + quarterly strategy calls |
| Response time commitment | None. best effort | 4–24 hours depending on tier | 4-hour SLA + dedicated line |
| Service rate | Full standard rate, trip charge included | 10–20% discount, trip charge varies | 30% discount, trip charges waived |
| Monthly cost | $0 + unpredictable service bills | $199–$1,499+ depending on tier | Included with $100K+ rolling spend |
| Best fit for | New installs still in warranty, low-complexity systems | Post-warranty clients, integrated estates | $1M+ systems, multi-zone estates, active buyers |
Transparent Pricing
Why We Show “Starting At” Pricing
Every luxury smart-home system is different. Published starting prices reflect the base configuration for each tier. what a straightforward, single-processor installation with a manageable device count looks like under that plan. Your final price depends on the specific scope of your system.
Factors That Affect Your Final Rate
System size and complexity: A home with a single Crestron processor, 10 audio zones, and a basic lighting system has lower monitoring overhead than a six-zone estate with multiple equipment racks, a dedicated server room, a distributed Sonos / Autonomic infrastructure, and a full architectural lighting installation across four floors.
Number of controlled zones: Each subsystem zone adds monitoring surface area and potential support touchpoints. We factor zone count into every Care Plan proposal.
Network management scope: Including structured network management in your plan. router monitoring, switch management, guest network provisioning. adds scope and is priced accordingly.
How We Propose Your Plan
We begin every Care Plan conversation with a system review. either from our installation records if we built your system, or a paid assessment if we are taking over a third-party install. That review tells us exactly what we are monitoring, what the typical support demand looks like, and what tier most accurately matches your needs.
You will receive a written proposal with a fixed monthly rate. no surprises. The “starting at” figures on this page are honest floor prices, not loss leaders. A typical Care Plus engagement for a mid-complexity Bergen County residence runs $499–$699/month. A Concierge proposal for a large estate with multiple equipment rooms typically comes in at $1,499–$2,500/month.
Call us at 201.405.2022 or request a quote below and we will schedule a system review within 48 hours.
Common Questions
Frequently Asked Questions
Answers to the most common questions we receive about Restrepo Care Plans, 24/7 front-line support, and the Concierge by Design earned tier.
Read more: Smart Home Service Contracts: What's Actually Included
Get Started
Request a Care Plan Quote
Tell us about your system and we will schedule a complimentary review and provide a written Care Plan proposal within 48 hours. You can also call us directly at 201.405.2022.
Care Plan Inquiry
Complete this form and your account manager will respond within one business day. All information is used solely to scope your Care Plan proposal.
Prefer to Schedule a Call?
Use our online scheduler to book a 30-minute Care Plan consultation with your account manager at a time that works for you.