Staffed around the clock
Based in Toronto, the center is staffed 24/7/365 by trained operators. Not a generic call center, not an app left to your team to watch.
24/7 Monitoring Center
A trained person works every event, at any hour.
Technology sees the water and can stop it. The monitoring center makes sure a person verifies, escalates and stays on every event until it is resolved. Competitors send an alert to a phone. Eddy sends a response.
What the monitoring center does
The human layer alert-only systems do not have.
Read, Detect and Control are the technology. The monitoring center is the team that turns a detected leak into a contained one, the difference between a notification and an outcome.
Verify, then escalate
Automation responds first. An operator follows with a live call to confirm the event, advise the contact and coordinate the response, then stays on it until the water is off.
Documented every time
Every confirmed event closes with a Leak Incident Report within 24 hours, the timeline and response chain insurers use as underwriting evidence.
Tuned to your building
Real alerts, not alert fatigue.
A 90-day onboarding tunes each building's thresholds to its own water signature, so the alerts that reach staff are the ones that matter. Escalation is tailored by building type, from property managers and building operations to campus security and construction site supervision.
How customer success worksFrom the floor · 12:18 AM
A boiler-room sensor in a downtown high-rise fired at 12:18 AM. The operator confirmed the event, isolated the line and reached the on-call engineer before a single unit was affected.
What response adds up to
Minutes, not hours. Outcomes, not alerts.
Numbers from the operating portfolio and an independent carrier study, audited every year against loss runs.
Average time to a live operator on a confirmed event, around the clock.Eddy
Property damage prevented across the operating portfolio in a year, in USD.State of Water Risk '26
Share of water-loss claims Eddy's response would have positively affected.Aon study
The Eddy monitoring center is a 24/7 staffed operation that receives alerts from every device on the network in real time. Operators are trained on water-loss response, not general security dispatch. Every building has a response plan on file so operators know who to call, in what order, and what actions to authorize.
The same thing that happens during business hours. An automated alert fires within seconds, triggers any configured shutoff, and queues for operator review. A trained operator picks up within minutes, works the escalation chain, and stays on until the incident is closed. The monitoring center does not hand off to voicemail.
Operator escalation follows within minutes. 59% of Eddy-monitored events are contained before they become a claim. Every closed event includes a Leak Incident Report within 24 hours.
A timestamped record of the full event: when the alert fired, what triggered it, what shutoff action was taken, who was contacted and when, and how the incident was resolved. Formatted for carrier review at renewal. Carriers accept it as underwriting evidence.
Each building is onboarded with a custom response plan: escalation contacts, authorization levels, shutoff preferences, and after-hours protocols. Operators follow that plan on every event. Changes to contacts or procedures update in the platform and take effect immediately.
In addition to our 24/7 monitoring center, every client is assigned a dedicated Eddy service member as their primary point of contact for non-emergency service, questions, and account matters. You can also reach us directly at +1 877-388-3339.
See it all together
Read, detect, control and respond, as one program.
The four layers run end to end under one chain of accountability. Walk through how they fit a real building.