# SmartDEM Overview #### Your Digital Evidence Management Platform SmartDEM is Shop Safe’s secure, cloud-based **Digital Evidence Management (DEM)** platform.\ It provides organisations with a central system for uploading, storing, reviewing, and managing evidence captured from body-worn cameras and other video sources. This article explains: * What SmartDEM includes * How it works * Hosting and security * Customer and provider responsibilities * Supported hardware and integrations *** ## **Service Summary** SmartDEM is a hosted SaaS platform designed for organisations that need to securely capture, store, and manage digital evidence. It provides: * Automatic upload of body-worn camera footage * Secure UK-based cloud storage * Evidence review, playback, and export * Metadata tagging, notes, and classification * Full audit logs on every action * Role-based access control * Device and site configuration * Integration with Shop Safe’s Smart Body Cameras and ecosystem SmartDEM is delivered as a fully managed cloud service by Shop Safe Ltd. *** ## **Key Features** #### Evidence Upload * Automatic upload from Shop Safe body-worn cameras * Secure transfer via pre-configured Wi-Fi * Upload retry and file integrity checks * Timestamped logs for every upload #### Evidence Management * Playback and frame-by-frame review * Tagging, notes, and categorisation * Linking footage to incidents * Export to MP4 or evidential formats * Controlled sharing for police or legal teams #### Audit Logging SmartDEM tracks every action, including: * Uploads * Views * Downloads * Edits and metadata changes * Deletions * User access and authentication Audit trails support UK GDPR, DPA 2018, and chain-of-custody requirements. #### User Management * Role-based access control (RBAC) * Admin, Manager, and User roles * Entra ID (Azure AD) single sign-on * Optional user/group assignment #### Device & Site Configuration * Register cameras to specific stores or sites * Assign users and permissions * Configure Wi-Fi upload locations * Monitor device status (future enhancement) *** ## **Hosting and Infrastructure** #### Cloud Hosting SmartDEM is hosted in Microsoft Azure UK datacentres, offering: * UK-only data residency * High availability * Scalable evidence storage #### Security * AES-256 encryption at rest * TLS 1.2+ encryption in transit * Role-based access * MFA supported through Entra ID * Routine patching and security updates * Vulnerability and compliance management #### Backups & Disaster Recovery * Daily backups * Multiple geographic redundancies * DR processes aligned with ISO 27001 principles *** ## **What’s Included in the Service** SmartDEM includes: * Fully managed cloud platform * Continuous updates and feature improvements * UK-based support team * System monitoring * Firmware updates for supported devices * Access to documentation and guides * Secure evidence storage, playback, and access *** ## **What Isn’t Included** The following are outside the standard service: * On-site support unless agreed * Installation or configuration of customer networking/Wi-Fi * Integration with non-Shop Safe cameras (unless agreed) * Customer-side network configuration * Extensive end-user training beyond supplied materials * Custom development outside of contract scope Additional services can be provided through separate agreement. *** ## **Customer Responsibilities** Customers play an important role in ensuring smooth operation. #### User & Access Control * Managing users via Entra ID * Ensuring suitable permissions * Removing access for former staff #### Device Usage * Ensuring cameras are used correctly * Keeping devices connected to the correct Wi-Fi * Following operational recording policies #### Compliance Customers are responsible for ensuring compliance with: * UK GDPR * Data Protection Act 2018 * Surveillance Camera Code of Practice * Local operational policies #### Connectivity SmartDEM requires: * Functional Wi-Fi at upload points * Supported browsers * Reasonable network performance *** ## **Support Services** Support is delivered according to the SmartDEM Support SLA.\ Included support covers: * Helpdesk access (phone/email) * Business Hours assistance * 24/7 critical-issue reporting * Troubleshooting and remote investigation * Incident handling For more detail, see the **SmartDEM Support SLA**. *** ## **Service Performance** SmartDEM aims to provide: * 99.5% platform availability (excluding planned maintenance) * Proactive monitoring * Continuous performance improvements Maintenance windows are communicated in advance wherever possible. *** ## **Service Updates** SmartDEM receives frequent updates, including: * New features * Enhancements * Security updates * Bug fixes * Platform optimisations No customer installation is required. *** ## **Licensing Information** SmartDEM is provided via a subscription, typically including: * Number of cameras or users * Included storage * Support tier * Contract start/end dates * Renewal terms A bespoke licence summary is available upon request. *** ## **Hardware Integration** SmartDEM integrates with: * Shop Safe Smart Body Cameras * Hybrid body camera/PDA devices Hardware returns are handled through Shop Safe’s **RMA & Returns Policy**. *** ## **Data Retention** SmartDEM supports configurable retention periods controlled by the Customer.\ Footage is automatically removed once the retention period expires unless extended. The Customer is responsible for defining retention rules. *** ## **Incident Management & Escalation** Incidents follow the standard support process, including: * Issue logging * Severity classification * SLA-based response and resolution * Escalation to management if needed * Final incident reporting *** ## **Offboarding & Data Export** When offboarding: * User access is removed * Evidence is retained for the configured retention period * Data exports are available on request * At the end of retention, all remaining data is securely deleted --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.smartdem.co.uk/smartdem-overview.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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