The objective of this document is to clarify the difference between the following:
- Actions included in the Live Sentinel Center (LSC) Service Level Agreement (SLA).
- Actions Expected by Customers That are "Best Effort" in the SLA
- Actions expected of guards by Deep Sentinel (DS) that are not part of the SLA.
- Multi-tenant properties
Things Deep Sentinel LSC does NOT do
- Violent Crimes--a special case
Please note that Deep Sentinel LSC Employees will make commercially reasonable attempts to respond as quickly to potential crime that they see in the video from Deep Sentinel cameras.
The following tables summarize actions that are subject to customer expectations:
BUSINESS SLA:
An Example
For example, the LSC Service Level for suspicious behavior is 30 seconds; therefore, if a person is visible in the video from the camera for 3 minutes but only exhibits suspicious behavior after 2 minutes, the LSC Service Level is that an LSC Employee should respond and intervene using either 2-way audio or a siren before 2 minutes and 30 seconds. Alternatively if a person immediately engages in suspicious behavior and the camera begins sending the video to the LSC Employee 5 seconds after the behavior begins, the 30 second LSC Service Level would begin at the time the Deep Sentinel begins streaming.
Not Protected Events
RESIDENTIAL SLA:
An Example
For example, the LSC Service Level for suspicious behavior is 30 seconds; therefore, if a person is visible in the video from the camera for 3 minutes but only exhibits suspicious behavior after 2 minutes, the LSC Service Level is that an LSC Employee should respond and intervene using either 2-way audio or a siren before 2 minutes and 30 seconds. Alternatively if a person immediately engages in suspicious behavior and the camera begins sending the video to the LSC Employee 5 seconds after the behavior begins, the 30 second LSC Service Level would begin at the time the Deep Sentinel begins streaming.
Not Protected Events
Multi-tenant properties
For more information about our SLAs and Terms of service, please go to deepsentinel.com/legal