The Hashgraph Group’s new hedera helpdesk introduces HashCare, a dedicated technical support layer for businesses building on the Hedera network.
What is HashCare and why is it important to Hedera?
Swiss Web3 Engineering Company hashgraph group announced HashCare, dubbed the world’s first distributed ledger technology (DLT) helpdesk. ivy Enabling ecosystems and leveraging Agentic AI. Announced in Schwyz, Switzerland on November 18, 2025, the service aims to professionalize the way businesses access technical support for Hedera.
Companies deploying decentralized applications often face integration issues, smart contract bugs, and infrastructure glitches that can halt operations. One minute of downtime can result in lost transactions, lost revenue, and reputational damage. HashCare is positioned as a comprehensive, multi-layered support layer to mitigate these risks and stabilize mission-critical workloads.
How does the HashCare Help Desk operate?
HashCare is operated and managed by: Hashgraph Group (THG) Through the new Global Capability Center (GCC). Additionally, the helpdesk combines Hedera certified engineers with Agentic AI to automate ticket dispatch, reduce resolution time, and provide autonomous triage and classification of support requests.
The platform provides the industry’s first ITIL-compliant framework tailored for managed services on Hedera. However, this is not limited to basic troubleshooting. HashCare promises real-time handling of simple requests and high-severity incidents, supported by proactive monitoring, automated fault resolution, and guaranteed service level agreements (SLAs) with defined response times.
Businesses can choose the SLA service coverage that fits their operating model, from standard business hours in a single time zone to 24/7 service coverage across multiple regions. However, the core idea is continuity, ensuring that Hedera-based applications remain online and performing regardless of the incident profile.
What role does Agentic AI play in HashCare?
Agentic AI is at the core of the HashCare architecture. Helpdesk integration provides users with faster resolution times, improved initial call response rates, reduced IT workloads, and consistent knowledge sharing across all technical interactions with the Hedera network.
Basic queries are processed autonomously without human intervention, and ticket summaries and SLA reports are generated automatically. Additionally, the AI engine supports intelligent real-time decision-making, routes tickets to the right experts, and helps prioritize critical incidents. This hybrid model combines automation and expert human judgment. Hedera Certified Engineer.
How is HashCare different from other DLT customer support models?
Most Layer 1 protocols still rely heavily on community forums and best-effort developer channels to resolve technical issues. In contrast, HashCare is a professional, customer-centric service desk designed specifically for enterprise-grade Hedera deployments. We offer an ITIL-compliant approach across multiple support levels, from self-service (Level 0) to expert technical escalation (Level 4).
This structured model allows organizations to focus on their core business and innovation while delegating incident handling and infrastructure troubleshooting. Additionally, HashCare goes beyond the informal community support typical of many blockchains and emphasizes predictable outcomes through SLAs and standardized operating procedures.
What problems and use cases does HashCare target?
Leveraging THG’s experience building decentralized applications on Hedera, HashCare will address a wide range of technical and operational pain points. These include application performance bottlenecks, interoperability testing, critical migrations, coding bugs, smart contract security flaws, as well as common configuration errors that impact availability.
HashCare also serves as a trusted first-line support for the Hedera network, yes For ticket management. This setup enables proactive monitoring and automatic ticketing, while helping the underlying processes protect business continuity and maximize the value of Hedera’s underlying distributed ledger.
What is Hashgraph Group’s broader role in the Hedera ecosystem?
hashgraph group is a Swiss-based Web3 technology engineering company active within the Hedera ecosystem. We specialize in designing, developing, and deploying enterprise-grade solutions and distributed applications for organizations entering the Web3 economy. For more information, the company profile can be found on the official website.
Beyond HashCare, THG is positioning itself as a strategic partner for companies looking to build without barriers on Hedera, from architecture to development to managed services. Additionally, it is closely aligned with Hedera’s broader AI efforts, such as the tools featured in the Hedera AI Agent Kit, highlighting our focus on production-ready infrastructure.
How does HashCare fit into the evolution of enterprise Hedera support?
With HashCare, the concept of a dedicated hedera helpdesk evolves from community-driven assistance to a formal ITIL-based service layer backed by SLAs and AI-enhanced workflows. This change could make Hedera even more attractive to businesses looking for predictable uptime and accountable support.
As the world’s first advanced AI-powered DLT helpdesk, HashCare blends automation and human expertise to respond to both routine questions and mission-critical failures. In doing so, it sets a benchmark for enterprise Hedera support and signals a new phase in how distributed ledger infrastructures are supported at scale.
