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
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