Synta Solutions LLC dba Repairman
Guidelines for Law Enforcement Authorities
Effective Date: May 1, 2017
We provide the following operational guidelines for law enforcement officials seeking information from Synta Solutions LLC dba Repairman and their subsidiaries. We may change these guidelines without notice. Private parties, including civil litigants and criminal defendants, should consult our Guidelines for Third Party Data Requests.
In some cases, law enforcement may find that a Repairman customer or Repairman service provider partner who has filed a complaint can directly provide the best evidence. We send a service receipt by email to customers immediately after each service. These receipts have detailed information about the service including the date, time, locations, route, distance, duration, service fee breakdown, method of payment, and the names of the customer and service provider partner. Customers can access service receipts for past services or repairs under the “History” tab in the Repairman app.
Synta Solutions LLC dba Repairman is a technology company that develops applications that connect customers with service provider partners who provide home service or repair. You can find up-to-date information about Repairman’s services in our Help Center and Newsroom.
Preservation of Records
Upon receipt of a formal written request by email to LERT@RepairmanServices.com, we will work to preserve records in connection with official criminal investigations for 90 days. Law enforcement may extend a preservation request, once, for an additional 90 days. We do not maintain preserved materials unless we receive an extension request or legal process.
Legal Process Requirements
We will provide responsive records in accordance with our terms, policies, and applicable law. Some general principles are set forth here, but may not apply in every case.
Law Enforcement in the United States
Typically, we require a subpoena issued in connection with an official criminal investigation to compel the disclosure of basic information. Typically, we require a search warrant issued under the procedures described in the Federal Rules of Criminal Procedure or equivalent state warrant procedures upon a showing of probable cause to compel our disclosure of certain communications between people using Repairman or GPS location information. We make exceptions to these requirements for emergency and exigent requests, where a user has provided consent, or – for requests that do not require a warrant – where other legal or regulatory standards apply.
Emergency and Exigent Requests
We have a process for evaluating requests on an emergency or exigent basis where there is an emergency or exigency that involves protecting a user, driver partner, or third party who has been physically harmed or stopping illegal activity that poses an immediate threat of physical harm, or in cases of verifiable time-sensitive investigations. Requestors must submit an Emergency Request Form (which can be requested through LERT@RepairmanServices.com) that describes in detail the nature of the emergency or urgency, including details about the nature of the alleged actual or threatened physical harm or exigency, and we review these requests on a case-by-case basis. We may provide responsive information when we have a good faith belief that doing so may protect customers, service provider partners, others, us or otherwise assist with an exigent investigation. Notwithstanding, we may still require law enforcement to obtain appropriate legal process for any initial or additional disclosure. To facilitate our review, law enforcement should provide as much detail about the incident or emergency as possible.
Form of Request
Authorized law enforcement using an official government domain may send legal process to LERT@RepairmanServices.com. We accept courtesy copies through LERT@RepairmanServices.com as a convenience but reserve all rights and objections, such as for lack of jurisdiction or improper service.
Law enforcement should include in their request:
- Clear grounds for the legal basis for the request.
- Detailed specifics on the information sought. We will be unable to process overly broad or vague requests that do not identify the information sought with particularity.
- The name of the issuing authority, badge/ID number of the responsible agent or officer, an email address from a law-enforcement domain, and a direct contact number for the responsible agent or officer.
Law enforcement in the United States should address requests to Synta Solutions LLC dba Repairman at the address of our current registered agent for service of process: Synta Solutions LLC dba Repairman, Attention: Law Enforcement Response Team, 558 Castle Pines Parkway, Suite B4-305, Castle Pines, CO 80108
Notice of Requests
It is our policy to notify customers and service provider partners of law enforcement requests for their information before disclosure, with exceptions for emergencies, exigent requests, when we have a good faith belief that notice would be counterproductive or would create a risk to safety, or when we are prohibited from doing so by law (i.e., statutory prohibition, court order, delayed notice). Law enforcement officials seeking non-disclosure of legal process should provide the details of their investigation to us so that we may determine whether a request falls into one of these exceptions. In all other circumstances, law enforcement officials who do not want their request disclosed should obtain an appropriate court order establishing that notice is prohibited before serving legal process on Repairman.