> For the complete documentation index, see [llms.txt](https://docs.smartdem.co.uk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.smartdem.co.uk/smartdem-overview.md).

# 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