The IT department always asks that site staff verifies accounts are paid up to date. Technicians are unable to diagnose connectivity issues if services are shut-off due to non-payment.
Internet Outage: The technicians will try to troubleshoot internet connections. Rebooting cable modems and routers are routine support items. When area outages affect a property, we can provide an emergency wireless connection box. This equipment allows one wireless connection to the internet to be shared by all.
Phone System Outage: Technicians can troubleshoot connectivity issues. However; Verizon, Comcast, Winstream/Paetec/Cavalier, AT&T outages are beyond our control. If your phone service provider will be out for an extended period, our department can provide a cell-based backup for your use. We can forward the property phone number during the day to the wireless box for staff to answer the property's main line. The equipment is located at Gates Hudson main office and can be delivered on short notice. Your Internet provider is not needed with this equipment. Please keep in mind this service is billable at $25/per day for wireless box.
Software Outage: Should any company software require downtime, our IT Team will provide company-wide notice. If you're unable to access Yardi/Nexus Payables/RentCafe; we advise you to reach out to the Gates Hudson Education & Training Department via their Helpdesk.
Weekend Outages: The IT department does not handle on-site calls on the weekends or holidays. In most cases, our third-party vendor can provide assistance:
Leon Hollowell, Hcomm Technologies LLC (301.885.2821 ext. 201). Please keep in mind this service is billable and the initial site visit cost is $125.00/trip and $25 per 15 minutes of support additionally.