Service Level Agreements

 
 

Service Level Agreements

Last updated: November 1, 2024

 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

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

An Example

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

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

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

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

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, according to the applicable LSC Service Level, 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 transmitting the video to the LSC Employee 5 seconds after such behavior begins, the 30 second LSC Service Level response would be measured from the time Deep Sentinel begins streaming the suspicious behavior.

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

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

Contractors or other service providers entering, exiting, or servicing a Protected Property

Activity within the interior of the Protected Property

Activity captured from a camera placed or utilized in a manner not compliant with Deep Sentinel Materials

Privacy Mode activated

Field of View including public spaces and the like

Field of View partially or fully obstructed