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Technical Support

IT support and remote troubleshooting for businesses, across Quebec

Recommended

Portal

Recommended for general requests. The portal allows you to better track the progress of your service requests and makes it easier for us to manage them.

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Phone

Need to speak to someone immediately? Is your issue urgent? Call us!

514-447-9959

Remote Assistance

Remote control software. For temporary use only.

How HiloTech support works

Every managed customer gets three contact paths: a ticketing portal, a direct phone line and an on-demand remote session. Tickets are routed by the platform to the on-call engineer, phone calls reach a human during business hours, and remote sessions run over NinjaOne with full session logging.

Outside business hours, the main line falls through to the 24/7 emergency desk. Response SLAs are published in your contract — typical first-touch is under fifteen minutes during business hours, and critical incidents are escalated to the on-call technician immediately.

Non-managed clients are welcome to reach us by phone or by email at info@hilotech.ca for an initial diagnostic. We offer one-off engagements, prepaid blocks of hours, and fully managed service agreements depending on the size and criticality of your IT estate.

Frequently asked questions about support

What are your response times?
During business hours, our calls are answered in 22 seconds on average. After hours, emergencies are handled in under 15 minutes through our 24/7 line. For managed clients, exact response times are set out in your contract.
How does a remote support session work?
A technician gives you a 10-digit code to enter on this page, which opens a temporary remote-control session. For managed clients, sessions run through our NinjaOne agent, with full logging of every intervention.
Do you help businesses without a managed services contract?
Yes. We offer one-off engagements and prepaid blocks of hours for diagnosing, repairing or replacing your business workstations, laptops and servers — remote first, on-site when needed. Email us at info@hilotech.ca or call 514-447-9959.
What is your service area?
Our offices are in Longueuil and we travel on-site across Montreal's South Shore and the Montérégie region. Through remote support, we serve businesses across all of Quebec.
Looking for Hilo by Hydro-Québec?
We are HiloTech, an IT services firm for businesses located in Longueuil. For Hilo, Hydro-Québec's residential energy management service (smart thermostats), visit hiloenergie.com.