Service and Support

Service Hours and Availability

Our service hours are 8 am to 5 pm Monday through Friday and we book and average of 48 hours in advance. After hours and evenings are available for emergencies and special arrangements.

We do have expidited and emergency service for urgent and system down situations.

Service Rates

Our standard onsite rates are $135 / hour with a 90 minute minimum and in 15 minute increments. Remote support is the same rate but with a 15 minute minumum.

Requesting Service

The best way to request service is opening a ticket by sending an email to support@helia.ca. If it is an emergency, please open a ticket and follow up with a phone call to (877) 823-1465. Please include in the email and phone call the folowing information

• Your name and Company Name
• Your direct phone number
• Your email address
• Type of problem you're having
• Whether it is a system down emergency

Support Portal

Current customers can access their ticket status through our support portal. The supportal portal is available at https://helia.portal.mspmanager.com