From the moment we developed intruder intervention, ensuring our customers’ privacy remains secure has been a top priority. We’ve taken several steps in this regard.

Monitoring agents do not have access to live camera streams outside of alarm events. Temporary access is only granted when an alarm signal reaches the monitoring center. Canceling the alarm (either by disarming the system within 60 seconds of an alarm signal, responding with “C” to an alarm text within 2 minutes to cancel, or by providing a safe word over the phone or through the camera) will end the agent's live video access.

If an alarm isn’t canceled, agent live video access expires after 20 minutes, measured from when the first alarm signal is sent to the monitoring center. 

Any time an agent streams live during an alarm event, the Status LED of that camera will blink Amber instead of Blue, giving persons in the home the ability to simply glance at a camera and know if an agent is viewing that camera live.

At the beginning of an alarm, when the agent opens the Video Verification app for that location and gains access to your camera(s), you’ll receive an event on your timeline indicating and documenting this access. When an agent streams live from the camera(s), the entire duration of their stream is recorded. You’ll receive a timeline event with each recording, so you’ll be able to see what our agents saw, heard, and if they activated 2-way audio, what they said. If they activate 2-way audio, you’ll also receive a push notification and timeline event indicating this. During this period, the agent will have access to a short video clip(s) from any recordings made by any camera on your system caused by this alarm event. Finally, when an agent’s access to your camera(s) ends (either because you canceled the alarm, or the 20-minute window expired), you’ll receive an event on your timeline. 

To get these benefits and more, sign up for Pro Plus, Pro, or Core (Formerly Fast Protect™) monitoring and opt into Video Verification and intruder intervention via the SimpliSafe® Mobile App!