Support Center
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Frequently Asked Questions
What are your support hours and SLA?
We offer 24/7 emergency phone support for critical issues with a 15-minute response time guarantee. For email support (support@hollate.com), we respond within 4 business hours. Standard phone support is available Monday-Friday, 8 AM to 6 PM EST. Our SLA includes on-site support within 2 hours for local clients experiencing critical emergencies. Note: We offer various SLA tiers tailored to meet your specific business needs and contract requirements - contact us to discuss the right service level for your organization.
How quickly can you respond to emergencies?
For critical emergencies, we guarantee a response within 15 minutes and on-site support within 2 hours for local clients. Our 24/7 monitoring typically alerts us to issues before they impact your business. Response times may vary based on your specific SLA agreement.
Do you offer remote support?
Yes! Most issues can be resolved remotely through our secure remote support tools. Remote support allows us to quickly diagnose and fix problems without the delay of an on-site visit, often resolving issues within minutes.
What's included in your managed services?
Our managed services include 24/7 proactive monitoring, automated patch management, security updates, backup management, help desk support, and unlimited support tickets. We also provide regular business reviews, technology planning, and vendor management.
How do I know if my issue is an emergency?
Critical emergencies include: complete network outages, security breaches, ransomware attacks, data loss incidents, server failures, or any issue preventing your business from operating. For these situations, call 1(888)HOLLATE immediately for our 24/7 emergency response team.
Can I schedule on-site support?
Absolutely! Contact us via email or phone to schedule on-site visits for installations, hardware upgrades, network infrastructure projects, training sessions, or IT consultations. We'll work with your schedule to minimize disruption.
Do you support businesses outside your local area?
Yes! While we're based in New Jersey, we provide remote managed IT services to businesses across the United States. We can handle most issues remotely, and for on-site needs, we coordinate with trusted partners in your area.
What happens if I need support outside business hours?
Our emergency support line (1-888-HOLLATE) is available 24/7/365 for critical issues. For non-emergency requests outside business hours, you can submit a ticket through our portal or email support@hollate.com, and we'll respond first thing during business hours.
How do you prioritize support tickets?
We prioritize tickets based on business impact: Critical (business down), High (major functionality impaired), Medium (minor functionality issues), and Low (questions/requests). Critical issues receive immediate attention, while other tickets are handled based on your SLA and priority level.
What if I'm not satisfied with the support I received?
Your satisfaction is our priority. If you're not happy with the support provided, please contact our management team immediately at contact@hollate.com or call us. We'll review the situation and make it right. We also conduct regular client satisfaction surveys to continuously improve our service.
Support Hours
Mon-Fri: 8 AM - 6 PM EST
Emergency: 24/7
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