Introduction

This Fair Use Policy is part of the specific terms for Verisure with Arlo services, attached to the general terms of your contract or one of your work orders. It applies to data stored in the cloud (“on the cloud”) through your use of Arlo cameras integrated with a Verisure alarm system*, for as long as your Verisure contract is in effect.

In the event of any inconsistency between this policy and the specific terms of Verisure services with Arlo or the general terms of your Verisure contract, this policy shall prevail.

Why is this policy necessary?

A small number of our customers store unusually large amounts of video data in the cloud, putting excessive demands on the associated analytics capabilities. As with all systems, extremely high video data generation can negatively impact Arlo server service levels, and therefore the level of security for our customers and the experience we aim to deliver within the Arlo Secure mobile and web apps.

New cloud consumption plan

To ensure fairness among all our customers, and to preserve the level of service we are committed to providing, we allocate for each user a cloud consumption package of 15 hours of video recording per camera per calendar month.

Your data usage is based on the number of hours of video footage recorded and stored in the cloud, including manual and event-triggered recordings. Live streaming is not affected.

To give you an idea of what this means in practice, 15 hours of video recording equates to 60 individual 30-second clips, every day for a month. We consider this data usage allowance to be fair and reasonable and meets the needs of the vast majority of our customers.

You can check your approximate data usage in the Arlo Secure app or in the Stream/Library section of my.arlo.com, where your video recordings are stored. Browsing through recorded videos will give you an idea of your approximate data usage.

Actions we can take

We monitor the level of data usage across our entire system to identify any excessive usage that could impact our service levels and customer experience.

There are many reasons why a data usage allowance policy violation may occur. For example, the camera may trigger regularly if it has been moved after installation to an area, indoors or outdoors, where there is a lot of movement.

If we notice that your usage exceeds the allocated cloud consumption package, we will inform you orally and/or in writing and ask you to moderate your usage. To do this, we will offer you one or more solutions, ensuring that your needs are respected. Our Customer Service will be able to assist you in order to make the appropriate changes. We can also make these changes remotely if we deem them justified to guarantee the right level of security and the best experience for all our customers on their Verisure alarm system. These solutions include but are not limited to:

• Subscribing to a continuous video recording subscription (also called “CVR”) if your contract and the installed equipment allow it, and with your agreement;
• Reducing the storage time of your video footage in the cloud, temporarily or permanently depending on the situation;
• Changing camera settings, which can also have a beneficial impact on camera battery life;
• Moving or reorienting cameras with your consent;
• Termination of the Arlo service, which allows, among other things, cloud video recording, smart detection notifications, and the connection between Arlo cameras and our monitoring station. In this case, you will be able to continue using the Arlo cameras by subscribing to a subscription with Arlo Europe to benefit from all the associated features, but the cameras will no longer be paired with the Verisure alarm system. In any case, your subscription to Verisure services will not be suspended. The total amount of your monthly invoice will be reduced by the amount corresponding to the Arlo subscription, which was communicated to you at the time of your subscription.