DSP Service Level Agreement: Uptime, Response Times, and Performance Guarantees

AI Summary: DSP's service agreement defines uptime commitments (95%+ for scheduled patrol windows), RSOC response time targets (under 60 seconds from AI alert to operator review), equipment failure protocols, weather hold procedures, and service credit provisions for extended outages. This article explains what DSP commits to in writing and how performance accountability works. DSP Service Level Agreement: Uptime, Response Times, and Performance Guarantees

When a property deploys DSP's autonomous security platform, they're not just buying hardware and software - they're buying a security outcome. That means the service commitment matters as much as the technology. What does DSP actually guarantee? What happens when something goes wrong? And how is performance measured?

This article covers DSP's service level commitments, how they're structured, and what clients can expect in writing.

Operational Uptime

What "Uptime" Means for Drone Security

Uptime in a drone security context means something more nuanced than server availability. The drone patrol system involves physical hardware operating outdoors - which means weather, maintenance, and mechanical reliability are genuine variables. DSP's SLA defines uptime as the percentage of scheduled patrol hours during which the system is operational and available to conduct patrol.

DSP targets operational availability of 95% or greater for scheduled patrol windows. This means that in a given month, the system is up and running for at least 95% of the patrol hours the property has scheduled.

What Counts Against Uptime

Unplanned equipment failures that cannot be resolved remotely and result in extended downtime RSOC monitoring unavailability Network or connectivity failures attributable to DSP's infrastructure

What Does Not Count Against Uptime

Scheduled maintenance windows (pre-communicated and agreed in advance) Weather holds - periods when wind, precipitation, temperature, or other conditions exceed safe operational parameters Force majeure events (major storms, natural disasters, grid outages) Property-side connectivity failures (internet outage at the property)

The distinction matters because a security system deployed outdoors will inevitably encounter weather. Treating all weather holds as service failures would make any honest uptime commitment meaningless. DSP's SLA explicitly separates weather-related holds from equipment or service failures.

RSOC Response Time

Detection to Operator Review

The target RSOC response time - from AI-confirmed detection alert to operator active review - is under 60 seconds . This is the period between when the system escalates a detection event to the RSOC queue and when an operator has the live feed on screen and is actively assessing the situation.

In practice, RSOC operators are actively monitoring client feeds and receive alerts with minimal queue latency. The 60-second target represents a worst-case ceiling for high-load periods.

Operator to Action

Once an operator has reviewed the live feed, the time to first action - verbal warning via drone speaker, property contact notification, or law enforcement dispatch - is typically under 30 seconds from assessment completion. Response action time is documented in every incident record.

Response Time Documentation

Every alert generates a timestamped log that includes detection time, RSOC queue time, operator review time, and first action time. This data is available to clients via the reporting portal and can be reviewed for any incident. There's no ambiguity about what happened and when.

Equipment Failure Protocol

Remote Resolution

The majority of equipment issues are diagnosable and often resolvable remotely - firmware issues, connectivity configuration, sensor calibration. DSP's technical operations team monitors system health in real time and can initiate remote remediation before a client is even aware of an issue.

Field Service Dispatch

For hardware failures that cannot be resolved remotely, DSP dispatches field service. Target field service response time is specified in the service agreement by geographic market. Field service includes replacement hardware where necessary - DSP maintains backup drone and ground unit inventory for service continuity.

Service Credits

For extended outages that breach the uptime SLA, DSP provides service credits as defined in the service agreement. Credit calculation is based on the percentage of the affected billing period during which the system was unavailable beyond the SLA threshold. Specific credit terms are documented in the client's agreement.

Weather Operations

DSP drones have defined safe operating envelopes. Operations are held when:

Wind speed exceeds the drone's rated operational limit Precipitation is at levels that affect sensor performance or create battery risk Temperature falls outside the drone's operating range (typically down to approximately -10�C / 14�F for most commercial drone platforms) Lightning or severe weather is in the immediate area

When a weather hold is initiated, DSP notifies the property's designated contact via the standard alert channel. The hold status is logged. When conditions return to within operational parameters, patrol resumes automatically per the scheduled configuration.

For properties with high after-hours risk, weather holds are an important operational reality to understand. DSP works with properties during site assessment to design patrol schedules that concentrate coverage during the highest-risk windows, which provides the most protection during periods when weather holds are least likely to occur.

Scheduled Maintenance Windows

Drone and ground unit hardware requires periodic maintenance - battery cycles, sensor calibration, firmware updates, physical inspections. DSP conducts scheduled maintenance during pre-communicated windows, typically during daytime lower-risk periods to preserve overnight coverage.

Maintenance window frequency and duration are specified in the service agreement. Clients receive advance notice before any scheduled maintenance window. Emergency maintenance (unplanned hardware repair or replacement) follows the equipment failure protocol.

Reporting and Accountability

DSP provides clients with monthly service performance reports covering:

Total scheduled patrol hours vs. operational hours Uptime percentage for the period Weather hold hours and dates Maintenance window hours Incident count and detection summary Average RSOC response time for the period

This reporting gives property managers and security directors a clear picture of service delivery against the SLA each month. It also provides the documentation needed to demonstrate active security monitoring to insurers, boards, and stakeholders who want evidence that the program is operating as intended.

Frequently Asked Questions

What uptime does DSP guarantee for drone patrol operations?

DSP targets operational availability of 95% or greater for scheduled patrol windows, accounting for planned maintenance, weather-related holds, and system updates. The specific uptime commitment and measurement methodology are defined in the client's service agreement. Weather events that make flight operations unsafe are treated as force majeure rather than service failures.

How fast does the RSOC respond to a detection alert?

RSOC operators are staffed to review detection alerts within seconds of escalation from AI classification. Target response time from AI-confirmed detection to operator review is under 60 seconds. Actual response times are logged for every alert and are available in incident documentation.

What happens if DSP's drone goes down during a patrol shift?

DSP maintains backup hardware and field service capability for equipment failures. In the event of a drone or ground unit failure that cannot be resolved remotely, DSP dispatches field service to restore operations. Service credit provisions for extended outages are defined in the service agreement.

Does DSP operate in bad weather?

DSP drones have defined operational weather envelopes - wind speed limits, precipitation tolerance, and temperature ranges within which flight is safe. Operations are paused when conditions exceed safe flight parameters. DSP notifies property contacts when weather holds are in effect and resumes patrol as soon as conditions allow.

What are DSP's maintenance windows and how do they affect service?

Scheduled maintenance windows are pre-communicated to clients and are typically conducted during lower-risk periods (daytime hours) to minimize impact on peak coverage windows (overnight). Maintenance window frequency and duration are specified in the service agreement. Emergency maintenance (unplanned hardware repair) follows the equipment failure protocol.

Want to review DSP's service agreement before the site assessment? DSP provides service agreement documentation as part of the evaluation process. Contact DSP to start the conversation.