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At Hawkeye EDS, we believe that exceptional technology requires exceptional support. Our customer success team is dedicated to ensuring your security system works flawlessly, your team is properly trained, and you get maximum value from your investment.

Implementation Support

Every deployment begins with a comprehensive assessment of your facility, security needs, and existing infrastructure. Our implementation team works closely with your security personnel, IT staff, and administrators to design a solution that meets your specific requirements.

We handle everything from camera placement recommendations and network configuration to integration with existing systems and staff training. Most implementations are completed within 2-4 weeks from contract signing to full operational status.

Training and Onboarding

Comprehensive training ensures your team can use Hawkeye EDS effectively. We provide role-based training for administrators, security personnel, and first responders. Training includes system operation, alert response protocols, TRAVERSE coordination, and emergency procedures.

We also offer train-the-trainer programs so your organization can onboard new staff members independently. All training materials are available online for reference and refresher training.

24/7 Technical Support

Security systems need to work 24/7, so our support team is available 24/7. Critical issues receive immediate attention from our engineering team. Most support requests are resolved within hours, and our 99.9% uptime SLA ensures your protection is always active.

We proactively monitor all deployments for performance issues, automatically apply updates and improvements, and conduct regular check-ins to ensure everything is working optimally.

Continuous Improvement

Your Hawkeye EDS system gets better over time. We continuously improve our AI detection models, add new features based on customer feedback, and enhance integrations with new platforms. All updates are applied automatically with zero downtime.

We also conduct annual reviews with all customers to assess system performance, review incident data, and identify opportunities for optimization. Your security needs evolve, and we ensure your system evolves with them.