Deep Sentinel Truck Roll Policy
Learn when Deep Sentinel covers partner truck roll costs, what requires pre-approval, and which site visits are not eligible for reimbursement.
Overview
Deep Sentinel values our partners and the time invested in supporting our mutual customers.
To maintain fairness and consistency, all truck rolls (on-site service visits) must follow the guidelines below.
This policy defines when Deep Sentinel will and will not provide compensation for truck rolls, along with the approval process and payment guidelines.
What Is a Truck Roll?
A truck roll refers to an on-site visit performed by a Deep Sentinel partner or technician to service, troubleshoot, or replace Deep Sentinel equipment at a customer’s property.
Key Requirement – Pre-Approval
All truck rolls must be pre-approved in writing by a Deep Sentinel Manager prior to dispatch.
There are no exceptions to this rule.
Truck rolls completed without prior written approval will not be eligible for reimbursement.
When Deep Sentinel Will Cover a Truck Roll
Deep Sentinel will cover truck roll costs only when:
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The visit has been pre-approved by Deep Sentinel.
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Deep Sentinel has confirmed that the issue is due to defective equipment within warranty.
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The visit is solely for the purpose of replacing faulty Deep Sentinel equipment.
Coverage Limit: Up to $500 per approved visit for eligible truck rolls.
When Truck Rolls Are Not Covered
Deep Sentinel will not cover truck roll costs for the following situations:
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Equipment was installed incorrectly or configured improperly.
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Network-related issues (e.g., poor Wi-Fi signal, ISP problems, router misconfiguration).
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Customer or partner error, including non-Deep Sentinel hardware interference.
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Equipment is outside of warranty.
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Visits performed without Deep Sentinel pre-approval.
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Courtesy replacements or customer appeasements (Deep Sentinel provides new equipment as goodwill).
When replacement equipment is provided outside of warranty, labor and travel costs remain the responsibility of the customer or partner.
Example Scenarios
| Scenario | Covered by Deep Sentinel? | Notes |
|---|---|---|
| Camera fails within warranty and needs replacement | ✅ Yes | Must be pre-approved and verified as defective |
| Hub offline due to customer’s router issues | ❌ No | Network issue, not equipment failure |
| Partner installed camera incorrectly | ❌ No | Installation error |
| Camera out of warranty, customer given courtesy replacement | ❌ No | Courtesy replacement only; no labor reimbursement |
| Camera under warranty; truck roll pre-approved by manager | ✅ Yes | Reimbursed up to $500 |
Reimbursement Process
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Partner submits a Truck Roll Request through Deep Sentinel’s Partner Portal or via [insert email/form link].
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Deep Sentinel Manager reviews the issue and confirms eligibility.
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Written pre-approval is issued before the visit.
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Partner completes the visit, submits invoice and supporting documentation.
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Deep Sentinel reimburses the partner up to $500 once the RMA is verified and completed.
Communication Templates
To ensure clarity with customers, please use the following standard language:
If the Truck Roll Is Not Covered
“After review, Deep Sentinel has confirmed that the issue is not related to defective equipment under warranty.
Any service or travel fees associated with this visit will be the responsibility of the customer.”
If the Truck Roll Is Covered
“Deep Sentinel has approved this truck roll for a verified defective in-warranty device.
Deep Sentinel will cover up to $500 for the on-site service visit to replace the faulty equipment.”
Need Help?
If you’re unsure whether a truck roll qualifies for reimbursement, contact: partnersupport@deepsentinel.com or reach out to your Partner Success Manager before scheduling any site visit.