Support & Service Level Policy
Last updated: August 1, 2026 · Referenced by the Terms of Service
The most important thing on this page: if Holina can't answer for any reason, your line automatically forwards to the fallback number you designate. The failure mode is your old phone ringing — never a dead line. That is a design property, not a promise we have to keep manually.
Availability target
Provider targets 99.5% monthly availability for call answering, measured as the percentage of minutes in a calendar month during which the service is able to answer inbound calls for your line.
Excluded from the calculation: scheduled maintenance announced at least 48 hours in advance; carrier or upstream telecom outages outside Provider's control; failures of your own phone system, forwarding configuration, or internet service; misconfiguration by you; and force majeure events.
Because calls forward to your fallback number during an outage, an availability failure means calls reached your old line — not that callers reached nothing.
Support severity and response times
| Severity | What it means | We respond within | Resolution target |
|---|---|---|---|
| S1 — Critical | The line isn't answering, or all calls are failing | 30 minutes, 7 days a week, 8:00am–10:00pm ET | 4 hours, including rollback to plain forwarding if that is the fastest safe fix |
| S2 — Degraded | Texts not sending, wrong answers on a topic, noticeable delays | 4 hours during business hours | 2 business days |
| S3 — Standard | Configuration changes, menu or hours updates, questions | 1 business day | 2 business days |
Business hours are 9:00am–6:00pm ET, Monday through Friday, excluding U.S. federal holidays. S1 response is explicitly outside those hours because a phone that doesn't answer is a phone that doesn't answer on a Saturday too.
Service credits
If monthly availability for your line falls below the target, you may request a credit against a future invoice:
| Monthly availability | Credit |
|---|---|
| 99.0% – below 99.5% | 10% of that month's fee |
| 95.0% – below 99.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Request a credit within 30 days of the end of the affected month by emailing john@holina.io with the dates and times affected. Credits are applied to a future invoice, are not cash refunds, and — as stated in the Terms of Service — are the exclusive remedy for availability failures.
How we monitor
Provider runs automated monitoring of the voice pipeline and of its own dependencies (telephony, payments, databases), with alerting on failure. Health checks run continuously, and alerts fire on a change of state so an ongoing problem is escalated rather than repeated. Self-healing watchdogs restart failed components without human intervention.
Maintenance
Routine maintenance is performed without downtime wherever possible. Where downtime is unavoidable, Provider gives at least 48 hours' notice and schedules it outside 7:00am–9:00pm ET. Emergency maintenance to address a security issue may be performed at any time, with notice as soon as practicable.
Getting help
- Email: john@holina.io — the fastest route, and it reaches a person.
- Owner dashboard: the Help section at
holina.io/dashopens a ticket that lands in the same place. - Support form: holina.io/support.
- For an S1 during pilot phase, use the direct number your account contact was given.
A public status page is planned. Until it exists, current incident status is communicated by email to affected customers — we do not yet ask you to check a page.
Contact
- Email: john@holina.io
- Mail: EpochCore LLC, 8315 Camberly Rd, Huntersville, NC 28078