Service Level and Support Guidelines

Last updated: November 6, 2026.

Scope

These guidelines describe service levels and support for Be Safe - Work Alone Monitoring, as referenced by the Cover Sheet and section 4 of the Company master terms.

Service availability

Section 4(a) of the Company master terms provides for commercially reasonable efforts to make the Services available, subject to the terms and conditions of that Agreement. Its access, suspension, device and third-party technology provisions continue to apply.

These guidelines do not specify a numerical uptime commitment, a support response or resolution deadline, or a service-credit formula.

Setup, training and technical support

Setup, training and ongoing support are included with Be Safe. Coordinate the people, equipment, integrations and configuration needed for your organization with Be Safe. Implementation timing depends on those requirements.

For technical support, contact support@be-safe.ca or 1-866-510-2178. Provide your organization, a brief description of the issue, and the relevant device, connection or configuration details.

Technical-support operating hours and response or resolution deadlines are not specified in these guidelines.

Human monitoring and response procedures

Be Safe includes 24/7 human monitoring through its monitoring partner. Monitoring personnel follow the organization's established escalation procedures. This monitoring coverage is distinct from technical-support operating hours.

The Customer remains responsible for its worker-safety program and escalation instructions as described in the Company master terms. Monitoring and technical support do not replace the organization's safety and emergency-response arrangements.

Messaging and personal information

The Individual authorized-user terms describe messaging assistance and opt-out controls. The Privacy policy describes messaging choices and personal-information practices. Processing obligations and both appendices are set out in the Personal Information Processing Agreement.