Incident Investigation Process
Policy: This policy outlines the guidelines and processes for an Incident Investigation. It includes customer and investigation team responsibilities.
Please note that investigations are limited to incidents occurring outside of business and privacy hours.
Purpose: To define the process of how requests should be outlined to the appropriate individual/s and department(s) for investigation and analysis, as well as what to expect from the investigation process
Scope: Extent is determined by a customer-initiated request to investigate an event at a specific location, date, and time.
Responsibilities: The Customer or Partner will provide the information outlined below to our Customer Care team. Incident Request Team will initiate the investigation within 1 business day of the customer's request and provide investigation results to the customer within 5-7 business days.
Information Required for the Investigation(provided by Partner or Customer):
Customer Name:
Customer Address:
Email address system is onboarded under:
Camera Name:
Event Date:
Event Start Time/Time Zone:
Was there a crime committed on the property? Such as theft? vandalism?
Was anything damaged?
Can you verify if anything is missing (such as mail theft from a public sidewalk)?
Was the person in the video a known or expected person (family, friend, neighbor, contractor, etc)?
*Please note that providing the time and location of the crime allows us to complete our investigation within 5 business days. Without specific information about the date/time of the incident or camera, incidents can take up to 10 business days as our team reviews thousands of videos.
Responsibilities of the Customer Care/Technical Support Agent:
- Obtain the aforementioned information (see above).
- Enter information (using the correct format) as an internal ticket
- Inform the customer that an incident request takes approximately 5-7 business days to complete.
- Advise the customer that the investigation has been forwarded to our investigation unit and that the corresponding team members will contact them once it is completed.
- Provide the information to the Investigation team
Responsibilities of the Investigation Team
- Review all information provided by the customer.
- Review footage from the cameras named during the time the customer or partner outlined. Please note that the team specifically reviews videos taken during surveillance(non-business, non-privacy) hours.
- Interview guards who were on duty during the incident
- Escalate any technical issues to our engineering team for review
Incident Request Results
After submission of the request, the investigation team unit will follow up with the customer via email that an investigation was submitted on their behalf and forwarded to the appropriate team member/department.
The Incident Request Team will follow up with the customer and share security analyses of the investigation within 5-7 business days of the original report.