Service Level Agreements

Service Level Agreements

Last updated: August 7, 2025

The following SLA’s are incorporated by reference as exhibits to the Deep Sentinel Terms of Service and Master Services Agreements.

Deep Sentinel LSC Employees will make commercially reasonable attempts to timely respond to Events observed from the Field of View accessible from Deep Sentinel cameras as set forth herein.

Each of the behaviors indicated by a Behavior Event Type will be identified solely by the LSC Employee using their good judgment based on the information available to the LSC Employee at such time. Such information may be the time of day, the day of week, prior events at this Protected Property, images from prior events at the Protected Property. The LSC Employee Response Time measures the time lapsed from (i) the time of a video streaming from a Deep Sentinel Camera to the LSC Employee until (ii) the time the LSC Employee provides a Response. Such Response may include talking over the Deep Sentinel Camera using 2-way audio, engaging a siren or other audio/visual signal on the Deep Sentinel Camera, initiating contact with you the homeowner or contacting law enforcement authorities, or other Response as determined in the LSC Employee’s sole discretion.

If an LSC Employee identifies one of the “Excluded Events” listed below in his or her sole, good judgment, the LSC Employee will not provide a Response, and the LSC Employee may initiate an LSC-Disabled Period for that Deep Sentinel Camera for up to 24 hours.

Deep Sentinel may send you a message related to this LSC-Disabled Period via the Deep Sentinel Mobile App, via email, via phone call or other communication channel provided in your Account settings.

These Service Levels capture the time in which Deep Sentinel will respond beginning at the later of (i) once a behavior starts, (ii) when the behavior is captured by a Deep Sentinel Camera, and (iii) when the behavior starts streaming to Deep Sentinel. Deep Sentinel may from time-to-time update and change these SLA’s depending on the emerging needs of Customers. Deep Sentinel will notify Customers upon any material change to these SLA’s within 10 days. To the extent any such change materially increases the LSC Employee Response Time for an existing covered Behavior Event, then any Customer who reasonably disagrees with these changes may notify Deep Sentinel of their dissatisfaction and request that either the SLA be reasonably modified or allowed out of their contractual commitment, which shall be assessed and determined in Deep Sentinel’s sole discretion. Deep Sentinel shall provide either the Business Service Level Agreement or Residential Service Level Agreement depending on the classification of the Protected Property.

BUSINESS SLA

Behavior Event Type	LSC Employee Response Time
Burglary attempt after business hours	30 seconds
Robbery attempt after business hours	30 seconds
Intruder in building after business hours	30 seconds
Theft of vehicle in a garage	30 seconds
Forced entry into vehicle in a garage	30 seconds
Assault or other violent behavior while a person is entering or exiting the Protected Property	30 seconds
Entry through exterior window	30 seconds
Climbing Fence	30 seconds
Customer service request	30 seconds
Vandalism after business hours	30 seconds
Trespasser on Protected Property after business hours	60 seconds
Auto-loitering: Standing at a monitored vehicle (in a garage) with the vehicle doors closed after business hours	60 seconds
Door loitering: Standing at an entrance with the door closed after business hours	60 seconds
Police on Protected Property making an arrest after business hours	30 seconds to notify Account holder; LSC Employees will not engage
Police on Protected Property knocking on the door after hours	30 seconds to notify Account holder; LSC Employees will not engage

Excluded Events

Contractor or other service provider in-building monitoring

Monitoring during business hours

Privacy Mode activated

Field of View including public spaces and the like

Field of View partially or fully obstructed

Hours with significant foot traffic

Activity that occurs within the view of the camera but not on the Protected Property or in the Protected Zone

Activity within the interior of the Protected Property

Walking along normal entry pathways

Carrying bags or packages in a seemingly normal way

Expressive body language like laughter, gesturing, or casual conversation

Verbal arguments, shouting, and emotional conversations

RESIDENTIAL SLA:

Behavior Event Type	LSC Employee Response Time
Burglary attempt	30 seconds
Robbery attempt	30 seconds
Auto theft	30 seconds
Auto forced entry	30 seconds
Assault or other violent behavior while a person is entering or exiting the property	30 seconds
Package theft	30 seconds
Customer service request	30 seconds
Vandalism	30 seconds
Entry through exterior window	30 seconds
Climbing Fence	30 seconds
Auto-loitering: Standing at a car with the car doors closed (any potentially known person)	60 seconds
Door loitering: Standing at an entrance with the door closed (any potentially unknown person)	60 seconds
Police on property making an arrest	30 seconds to notify homeowner; LSC Employees will not engage
Police on property knocking on the door	30 seconds to notify homeowner; LSC Employees will not engage

Excluded Events

Social gatherings (for example picnic, party or barbeque)

The presence of minors and any activity by minors (e.g. playing or hanging out)

Pools or other water recreation to provide water safety services

Pets