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.
Remote Assistance
Remote control software. For temporary use only.
How Hilo Tech 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.