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Investigation Process

What We Do:

We investigate specific incidents that are reported by our customers. This document explains how you can request an investigation and what you can expect from the process.

When We Investigate:

Please note that our investigations are limited to incidents that occur outside of regular business hours and privacy hours.

How to Request an Investigation:

To request an investigation, you will need to provide specific details about the event to our Customer Care team. This helps us ensure that we can address your concerns promptly and efficiently.

What You Need to Provide:

  • Date / time event reported to CC:
  • Customer Name
  • Customer Address
  • Email Address Associated with the Account
  • Camera Name and Location
  • Date and Time of the Event (including time zone)
  • Details of the Incident
  • Was a crime committed on the property (e.g., theft, vandalism)?
  • Was anything damaged?
  • Is there anything missing (e.g., mail theft)?
  • Was the person in the video known or expected (e.g., family, friend, neighbor, contractor)?

Providing complete and accurate information about the time and location of the event allows us to complete the investigation more quickly. Incomplete information may extend the investigation time.

What Happens After You Request an Investigation:

  • Submission: You provide the necessary information to our Customer Care team.
  • Initiation: Our Incident Request Team will start the investigation within one business day of receiving your request.
  • Analysis: Our Investigation Team will review all relevant footage and conduct necessary interviews. Investigations typically take 5-7 business days. If specific details are not provided, the investigation may take up to 10 business days as our team reviews additional footage.
  • Communication: You will receive an email confirming that your request has been received and is being processed. We will also inform you once the investigation is complete and provide a detailed security analysis.

Your Responsibilities:

  • Provide all required information accurately.
  • Respond to any follow-up inquiries from our team to assist with the investigation.

Our Responsibilities:

  • Collect and verify the information provided.
  • Conduct a thorough investigation based on the information and footage available.
  • Keep you informed throughout the process and deliver the investigation results within the stated time frame.

We are committed to ensuring your safety and satisfaction with our services. If you have any questions or need further assistance, please don't hesitate to contact our Customer Care team.