The Hashgraph Group’s new Hedera helpdesk introduces HashCare, a dedicated technical support layer for companies building on the Hedera network.
What is HashCare and why is it important to Hedera?
Swiss Web3 engineering company The Hashgraph Group has unveiled HashCare, described as the world’s first Distributed Ledger Technology (DLT) helpdesk dedicated to the Hedera ecosystem and powered by Agentic AI. The service, announced on November 18, 2025 in Schwyz, Switzerland, aims to professionalize the way companies access technical support on Hedera.
Companies deploying decentralized applications often face integration issues, smart contract bugs, and infrastructure issues that can halt their operations. Every minute of downtime can lead to lost transactions, lower revenues and reputational damage. HashCare is positioned as a comprehensive, multi-tiered support layer to mitigate these risks and stabilize mission-critical workloads.
How does the HashCare helpdesk work?
HashCare is owned and operated by The Hashgraph Group (THG) through the new Global Capability Center (GCC). Additionally, the helpdesk combines Hedera-certified technicians with Agentic AI to automate ticket submissions, accelerate resolution times, and provide autonomous triage and classification of support requests.
The platform delivers an industry-first ITIL-compliant framework aligned with managed services on Hedera. However, it is not limited to simple troubleshooting. HashCare promises real-time handling of simple requests and high-severity incidents, supported by proactive monitoring, automated error resolution and guaranteed service level agreements (SLAs) with defined response times.
Companies can choose SLA coverage that fits their business model, ranging from standard business hours in one time zone to 24/7 coverage in multiple regions. That said, continuity is key: keeping Hedera-based applications 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. Thanks to the helpdesk integration, users benefit from faster resolution time, higher first contact response rates, reduced IT workload and consistent knowledge sharing across all technical interactions with the Hedera network.
Basic queries are processed autonomously without human intervention, while ticket overviews 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 with the human judgment of an expert Hedera certified engineers.
How is HashCare different from other DLT customer support models?
Most Layer 1 protocols still rely heavily on community forums and developer channels that make the best efforts to resolve technical issues. HashCare, on the other hand, is a professional, customer-oriented service desk specifically designed for enterprise-level Hedera implementations. It offers an ITIL-aligned approach that includes multiple levels of support, from self-service (level 0) to expert technical escalation (level 4).
This structured model allows organizations to focus on core business and innovation while delegating incident handling and infrastructure troubleshooting. Additionally, HashCare emphasizes predictable outcomes through SLAs and standardized operating procedures, which go beyond the informal community support typical of many blockchains.
What issues and use cases does HashCare focus on?
By leveraging THG’s experience building decentralized applications on Hedera, HashCare addresses a broad spectrum of technical and operational pain points. These include application performance bottlenecks, interoperability testing, critical migrations, coding errors and security flaws in smart contracts, as well as common configuration errors that impact availability.
HashCare also acts as the trusted first line support for the Hedera network and continues to operate Jira for ticket management. This setup enables proactive monitoring and automated ticket dispatch, while the underlying processes help ensure business continuity and unlock the full value of Hedera’s underlying distributed ledger.
What is The Hashgraph Group’s broader role in the Hedera ecosystem?
The Hashgraph Group is a Switzerland-based Web3 technology engineering company operating within the Hedera ecosystem. It specializes in designing, developing and implementing business solutions and decentralized applications for organizations entering the Web3 economy. For more details, please find the company’s profile on its official website.
In addition to HashCare, THG is positioning itself as a strategic partner for enterprises looking to build on Hedera without barriers, from architecture and development to managed services. Additionally, it aligns closely with Hedera’s broader AI efforts, such as the tools highlighted in the Hedera AI Agent Kit, underscoring the focus on production-ready infrastructure.
How does HashCare fit into the evolution of Hedera enterprise support?
With HashCare, the concept of a dedicated Hedera helpdesk evolves from community-driven assistance to a formal, ITIL-based service layer, supported by SLAs and AI-enhanced workflows. This shift could make Hedera more attractive to enterprises that demand predictable uptime and responsible support.
As the world’s first DLT helpdesk powered by advanced AI, HashCare combines automation with human expertise to handle both routine queries and business-critical errors. In doing so, it sets a benchmark for enterprise Hedera support and marks a new phase in how distributed ledger infrastructure is supported at scale.