Law Enforcement Guide

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The following information is provided for law enforcement or other government entities seeking information about users of the Lookout, Inc. (“Lookout”). Criminal defense or civil litigants seeking information about users of the Lookout should contact Lookout at law_enforcement@lookout.com. Non-law enforcement requests should be sent through our regular support method at support@lookout.com.

Lookout’s policy on responding to law enforcement requests:

  • Notice: Lookout’s policy is to notify users of requests for their information prior to disclosure, except in the following circumstances:
  • where providing notice is prohibited by the legal process, court order, or applicable law; or
  • (a) in emergency cases where notice could create a risk of injury or death to an identifiable individual or group of individuals, or (b) the emergency case involves potential harm to minors. In such cases, we might delay notice to our users.
  • Legal process requirement: We value our users’ privacy and require a subpoena, court order, or other valid legal process to disclose information about our users.

Information available from Lookout

User information is collected by Lookout in accordance with our Privacy Policy and Terms of Service. While Lookout collects some non-content information about users and their use of our service, most device data, including current location information and backup content, is accessible directly to Lookout users through the www.lookout.com website.

Lookout does not directly collect users' credit card information nor have access to such information. Lookout uses a third-party company, Braintree, as our payment platform to process orders. Details of Braintree government compliance and data security are here.

User consent

The easiest way for law enforcement to get information is directly from the user. Most device data is accessible directly to Lookout users through www.lookout.com website. If a user is willing and able to provide access to their account, you may be able to access real-time information from the device without the need to contact Lookout.

Legal process

Lookout is located in San Francisco, California and will only respond to valid, properly served legal process to the extent allowed by our Privacy Policy, Terms of Service and U.S. law, including the Stored Communications Act, 18 USC §§ 2701-2712. Specifically:

  • A valid trial, grand jury or administrative subpoena is required to complete the disclosure of basic subscriber records (as defined in 18 USC § 2702(c)(2).
  • A court order issued pursuant to 18 USC § 2703(d) is required to compel the disclosure of additional subscriber records or transactional information pertaining to an account, not including the content of communications.
  • A search warrant issued under the procedures described in the U.S. Federal Rules of Criminal Procedure (or equivalent state criminal procedure laws) is required to compel the disclosure of any account contents.

All requests must be sent on official government/law enforcement letterhead and include ALL of the information below:

  • Name of the issuing authority;
  • Badge/ID of the responsible agent;
  • Contact email address from a law enforcement domain;
  • Direct contact telephone number;
  • The email address used by the user to create the Lookout account (Lookout does not verify the identity of any user and cannot process requests based on a user’s given name or phone number); and
  • The specific user information requested (Lookout will be unable to process overly broad or vague requests).

Preservation requests

Lookout will preserve information related to a user for 90 days, which may be extended for an additional 90 days following a written request to extend the preservation pursuant to 18 U.S.C. § 2703(f). Please be as specific as possible in describing the information you would like us to preserve. Preservation requests sent to Lookout must be signed and include all the information outlined in the Legal Process section above.

Emergency disclosure

Lookout is permitted, but not required, to voluntarily disclose information to a governmental entity if we believe in good faith that an emergency involving imminent danger of death or serious physical injury to any person requires the disclosure. In such cases, we might delay user notice. Please contact us at law_enforcement@lookout.com and we will provide you with an emergency request form. We will process these requests on an expedited basis.

Costs

Lookout may seek reimbursement for costs associated with responding to law enforcement requests for information, as permitted by law under 18 U.S.C. § 2706 and may charge additional fees for costs incurred in responding to unusual or burdensome requests.

Contact information

Lookout, Inc.
Attn: Legal Department
275 Battery Street, Suite 200
San Francisco, CA 94111
Fax: 415-762-4216
Email: law_enforcement@lookout.com

Acceptance of legal process by these means is for convenience only and does not waive any objections, including the lack of jurisdiction or proper service. Only email from law enforcement domains will be accepted. All others will be disregarded.

Requests for testimony must be served on our registered agent for service of process. We do not accept those requests by mail, email, or fax.

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