Service Level Agreements

 
 

 

These SLA’s are by reference exhibits in the Deep Sentinel Terms of Service and Master Services Agreements.

Deep Sentinel LSC Employees will make commercially reasonable attempts to respond as quickly to potential crime that they see in the video from Deep Sentinel cameras.

Each of the behaviors indicated by a Behavior Event Type will be identified solely by the LSC Employee using their good judgement based on the information available to the LSC Employee at this time. Such information may be the time of day, the day of week, prior events at this home, images from prior events at the home. The LSC Employee Response Time measures the time of a video streaming from a Deep Sentinel Camera to the LSC Employee before the LSC Employee responds. 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.

If an LSC Employee identifies one of the “Not Protected Events” listed below in his or her sole good judgement, the LSC Employee will not be required to respond, and the LSC Employee may initiate a 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 otherwise.

These Service Levels capture the time in which Deep Sentinel will respond once a behavior starts and is captured by a Deep Sentinel camera. 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. Any customer engaged in a contractual commitment who 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.

 

BUSINESS SLA

Behavior Event Type LSC Employee Response Time
Burglary attempt after hours 30 seconds
Robbery attempt after hours 30 seconds
Intruder in building after hours 30 seconds
Theft of auto in a garage 30 seconds
Forced entry into car in a garage 30 seconds
Assault or other violent behavior while a person is entering or exiting the property 30 seconds
Customer service request 30 seconds
Vandalism after hours 30 seconds
Trespasser on property after hours 60 seconds
Auto-loitering: Standing at a protected car (in a garage) with the car doors closed after hours 60 seconds
Door loitering: Standing at an entrance with the door closed after hours 60 seconds
Police on property making an arrest after hours 30 seconds to notify homeowner; LSC Employees will not engage
Police on property knocking on the door after hours 30 seconds to notify homeowner; LSC Employees will not engage

 

An Example

For example, the LSC Service Level for suspicious behavior is 30 seconds; therefore, if a person is visible in the video from the camera for 3 minutes but only exhibits suspicious behavior after 2 minutes, the LSC Service Level is that an LSC Employee should respond and intervene using either 2-way audio or a siren before 2 minutes and 30 seconds. Alternatively if a person immediately engages in suspicious behavior and the camera begins sending the video to the LSC Employee 5 seconds after the behavior begins, the 30 second LSC Service Level would begin at the time the Deep Sentinel begins streaming.

Not Protected Events

Not Protected Event
24×7 protection
Contractor in-building protection
Protection during business hours