THE CHALLENGE
Multi-family housing is harder to secure than most property types. Garden-style apartment communities are wide, wooded, and irregularly laid out. Cameras sit on long-distance wireless point-to-point networks that have to push reliable signal across acres of trees, power fluctuations, and weather. Property managers run lean teams and depend on cameras working every day, because residents expect them to work and because a single car break-in, vandalism incident, or
after-hours complaint can require footage on short notice.
MAA Kirby Station, a multi-building apartment community in Memphis, ran into that infrastructure reality the hard way. Cameras were dropping offline almost daily, sometimes multiple at a time. Service tickets and remote diagnostics were not solving the pattern. The outages were chronic, the technicians on site were chasing symptoms, and the cause was buried deeper than standard support models were built to find. EyeQ’s Customer Success Team decided the answer was not another ticket. The team needed to be on the ground.
80% UPTIME IMPROVEMENT After EyeQ root-caused the wireless backbone
SINGLE-VISIT ROOT CAUSE Property walk and field engineering audit
82 SECONDS Average SOC time to verified action
THE SOLUTION
EyeQ’s Customer Success Manager (CSM) Chris Haddock came to Memphis and walked Kirby Station with Katelyn. He brought the EyeQ field team. They mapped every camera, audited every wireless access point, and identified each chronic outage on the spot. The cameras themselves were not the problem. The wireless infrastructure underneath them was.
The point-to-point wireless access points that carried camera signal across the property had been configured before EyeQ took the account. The configuration was open, which meant every access point was picking up signal from every other device in range. Latency spiked. Cameras dropped offline. The infrastructure was fighting itself. EyeQ’s technician locked the configuration into a stable daisy chain so each access point connected only to the next one in line. The result was immediate. Cameras stopped dropping. Signal stabilized. By Katelyn’s own assessment, the property went from constant outages to roughly 80 percent better uptime.
The property walk did more than fix the wireless backbone. It defined how the partnership operates going forward. When the property needs attention, the CSM walks it. When the infrastructure needs adjustment, the field team adjusts it. Kirby Station and the Haven sister property both run on this model, and the relationship now extends across MAA’s monitored portfolio.
“Chris came in, we walked the property, and I will say it is probably 80% better. He really did a good job.”
TECHNOLOGY DEPLOYED
• EyeQ Virtual Guard AI-powered camera monitoring
• EyeQ Forensics for on-demand footage retrieval
• 24/7 U.S.-based Security Operations Center coverage
• Point-to-point wireless infrastructure tuned for wooded multi-building properties
• Mobile and web app access for property management staff
• After-hours pool and amenity-area monitoring
• Field engineering site walks and infrastructure audits
• Centralized multi-property event tracking across MAA portfolio
RESULTS
Camera uptime improved roughly 80%. After EyeQ root-caused the wireless backbone.
Single-visit root cause. CSM-led property walk identified the wireless misconfiguration that standard support models had missed.
Forensic video available when needed. On-demand footage retrieval for car break-ins, vandalism, and incident documentation.
CSM-led field engineering. Site walks, camera audits, and infrastructure adjustments handled by EyeQ rather than outsourced.
Multi-property MAA partnership. Kirby Station and the Haven sister property under continuous SOC monitoring.
“Out of any property I’ve worked at in my life, residents like to hear that we have cameras. They feel a sense of protection.”
A PARTNER WHO RESPONDS
Property managers measure their security partners by what shows up on the ground. When Kirby
Station’s wireless infrastructure needed root-causing, EyeQ responded with a property walk and a field engineering audit. The CSM walked the property, the technician fixed the cause, and the relationship moved forward on engineering accountability rather than ticket counts
ABOUT EYEQ MONITORING
EyeQ Monitoring is a nationwide leader in security innovation for various industries, including real estate, automotive, commercial, and multi-family. With a U.S.-based SOC and a focus on leveraging AI for real-time threat detection, EyeQ transforms traditional security into a proactive, efficient model that businesses can trust. Backed by a 95% customer retention rate, our solutions protect assets and optimize operations.
