Customer Training Post Install Checklist

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Key schedules:

• Privacy schedule: Times to turn the camera off (e.g., a back yard during the day)
• AI deterrent and schedule: Automatically play an audio file during off hours to buy our guards time to respond.
• Business hours schedule: (For businesses only) disable guard escalations during business hours.

Note: For POE systems, during business hours, the hub will still record events. If the customer does not want this, business hours should also be privacy hours.

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Demonstrate a Hello hand signal with a guard. Use this as an opportunity to teach the customer how Deep Sentinel works: The cameras detect motion, the hub uses AI to detect events of interest/suspicious events within the protection zone, and send the events to the guard. 

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Review the SLA with customer. Some specifics to highlight:

• All customers: Our primary job is to prevent or stop crime--so we focus our SLA on identifying and stopping criminals--responding over 2-way audio, using sirens and alarms, and contacting police with verified criminal activity and suspect descriptions.
• All customers: ANY violent crime observed will be intervened appropriately including calling the police. This is regardless of whether the customer is involved.
• All customers: Define suspicious behavior--loitering after 60s, looking around/in windows/over fences.
• All customers: Abuse of system--If events pass 100/camera/day in a month, additional charges may apply. 
• Residential: Barbecues/events, kids playing, pools, contractors are not observed and will be snoozed.
• Business: Business hours are critical. 
• Important Exclusions: "Common areas" especially for multi-tenant--public garages and lobbies loitering is not protected; public mail rooms--loitering and package theft is not protected; HOA/community pools--interventions can occur, but police will not be called if the property is lawfully accessed (e.g., person has key did not hop fence)

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Night vision--how their system works, and review any lights you installed, their location and why. If no lights are installed but you would recommend some, make the recommendation and document this.

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Set the emergency contacts for the customer

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Contacting you and/or customer care and using the Deep Sentinel Knowledge base

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The Hub: Why it doesn't belong in a cabinet. Both the wireless and POE hubs generate lots of heat because the AI runs on these devices. They cannot be put into an enclosed cabinet without proper ventilation. Ensure the customer knows that if they wish to move the hub, they should contact you or Deep Sentinel to verify the location will not overheat the device.

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If there is a crime in progress, call 9-1-1 before Deep Sentinel 

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If you think you observed a security miss, contact Deep Sentinel customer care: 833-983-6006

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Signal strength concerns, and how wireless systems work (they go offline if there is a microwave interfering, etc. just like your cell phone)

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Power management: Changing batteries, working with solar panels/wall power, possibility of upgrade. Show how to insert/remove battery from hub.

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Review hub LED settings: Green normal operation, purple privacy mode is on, flashing green--lost connectivity; red--check app for notification. KB: Hub LEDs and what they mean.