HollaEx has 10 tiers starting from level 1 used for brand new user accounts to level 10 which is the highest tier accounts. Each level comes with different benefits and as you go up the better it gets.
You can see more information about these levels here and what each level entails.
HollaEx automatically checks your account and upgrade/downgrade your account periodically. Your account level is determined based on your XHT balance as well as your trading volume on the platform.
If you believe your account hasn't been upgraded you can contact the support through firstname.lastname@example.org with the email title "Upgrade account level" and our customer support team will investigate.