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Trust but Verify--The "HELLO" Protocol

At Deep Sentinel, our Live Sentinel guards are trained to respond swiftly and effectively when they observe potentially suspicious behavior. However, not all unusual activity is immediately criminal. To ensure security while maintaining respect, we use the HELLO Protocol, a Trust but Verify approach.

What is the HELLO Protocol?

When a guard observes someone engaging in questionable or suspicious behavior—but without clear criminal intent—they will initiate the HELLO Protocol to assess the situation. Additionally, guards will use the HELLO Protocol if an individual is spotted on a business property after hours. This approach enables us to verify the person's legitimacy while maintaining a respectful and professional interaction, without assuming wrongdoing.

 

How the HELLO Protocol Works

  1. The guard initiates contact

    • The guard will respectfully engage the individual, saying:

      “Hello, this is Deep Sentinel Security. Could you please provide your SAFE word?”

    • If the SAFE word is unavailable in the app or the person does not know it, the guard will ask:

      “What is the name of the house contact?”

  2. Verification Process

    • If the person provides the correct SAFE word or contact name, no further action is needed.
    • If they are unable to verify their identity, the guard will contact the property owner or designated contact on file.

  3. Escalation if Verification Fails

    • If the contact cannot be reached or confirms the person should not be there, the guard will instruct the individual to leave the premises.

Guards may also use the Trust but Verify protocol at a residence when someone is present outside of designated privacy hours, even if they are not engaging in suspicious behavior. This ensures that all visitors are accounted for and authorized while maintaining a respectful and professional approach. Phrases the guard might use include:

“Hello, this is Deep Sentinel Security, is there a reason you are on this property?”

Or

“Hello, this is Deep Sentinel Security, is there anything I can assist you with?” 

Please go here if you'd like to learn more about our Live Sentinel Center (LSC) Service Level Agreement (SLA).