Why Deep Sentinel cannot accommodate customized instructions from our customers

Customers frequently request that our guards follow some specific instructions in safeguarding their properties. Some examples of this type of request include:

• Prevent a particular individual from accessing the property. Usually, this is accompanied by an additional request to call the police if that individual is seen immediately.
• Help enforce restraining orders.
• Refuse a delivery.
• Provide specific instructions for delivery on behalf of the customer.
• Intervene on every person that is seen on camera.
• Be on a higher level of alert because the customer will be away from the property.
• Call a private security company instead of the police.
•  If calling 9-11, provide detailed directions to dispatch because the property address is not sufficient for emergency responders to find it.

Deep Sentinel cannot accommodate these requests.

To keep our prices low, we must keep the directions to our guards simple and universal; to do otherwise would reduce the number of properties that each guard can protect and would force an increase in prices. Each individual “simple” request adds to the complexity that guards must handle and takes away from their ability to identify suspicious behavior.

Accepting and refusing deliveries, questioning every person who approaches, and recognizing and intervening on specific individuals are all levels of service one would normally expect from a dedicated doorman. The average doorman earns about $15/hour. Even if one were to hire a doorman just during weekly business hours, that would cost $600/week or $2,500/month. And one would need a doorman at every entrance. 

Restraining orders are a specific case in which customers want guards to recognize or identify a specific individual and respond. Our guards cannot positively identify the subject of a restraining order, so we cannot guarantee that we will intervene. 

Deep Sentinel does not enforce restraining orders - LINK

There is no reason for our guards to treat a property differently if the owner is present or not present. When a guard sees a video, he cannot know whether the owner is at the property or not, so his response must be guided by the actions of individuals he sees on the camera.

Requests to call a private security company instead of 911 also cannot be accommodated. If a guard sees an actual crime, they cannot hesitate because they need to lookup whether to call 911 or someone else. For crimes in progress, our guards will always call 911 first. However, we can have guards call private security instead of the customer directly. If a customer wants us to do that, the private security company should be listed as the primary customer contact, and the customer can be listed as the second customer contact.