The new hedera helpdesk from The Hashgraph Group introduces HashCare, a dedicated technical support layer for enterprises building on the Hedera network.
What is HashCare and why does it matter for Hedera?
Swiss Web3 engineering firm 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. Announced on Nov. 18, 2025 in Schwyz, Switzerland, the service aims to professionalize how enterprises access technical assistance on Hedera.
Enterprises deploying decentralized applications often face integration issues, smart contract bugs, and infrastructure glitches that can halt operations. Every minute of downtime can mean lost transactions, reduced revenue, and reputational damage. HashCare is positioned as a comprehensive, multi-tier support layer to mitigate these risks and stabilize mission-critical workloads.
How does the HashCare helpdesk operate?
HashCare is operated and managed by The Hashgraph Group (THG) through its new Global Capability Centre (GCC). Moreover, the helpdesk combines Hedera-certified engineers with Agentic AI to automate ticket dispatching, accelerate resolution times, and provide autonomous triaging and classification of support requests.
The platform delivers an industry-first ITIL-compliant framework tailored to managed services on Hedera. However, it 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.
Enterprises can choose SLA coverage that matches their operating model, ranging from standard business hours in a single time zone to 24/7 coverage across multiple regions. That said, the core pitch is continuity: keeping Hedera-based applications online and performant regardless of the incident profile.
What role does Agentic AI play in HashCare?
Agentic AI sits at the core of the HashCare architecture. With its integration into the helpdesk, users gain faster time-to-resolution, higher first-contact response rates, decreased IT workloads, and consistent knowledge-sharing across all technical interactions with the Hedera network.
Basic queries are processed autonomously without human intervention, while ticket summaries and SLA reports are automatically generated. Furthermore, the AI engine supports intelligent real-time decision-making, routing tickets to the right experts and helping prioritize critical incidents. This hybrid model combines automation with the human judgement of expert Hedera-certified engineers.
How does HashCare differ from other DLT customer support models?
Most Layer 1 protocols still rely heavily on community forums and best-effort developer channels to solve technical issues. By contrast, HashCare is a professional, customer-centric service desk designed specifically for enterprise-grade Hedera deployments. It offers an ITIL-aligned approach that spans multiple support levels, from self-service (Level-0) through 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. Moreover, HashCare emphasizes predictable outcomes through SLAs and standardized operating procedures, going beyond informal community support typical of many blockchains.
Which problems and use cases does HashCare target?
Leveraging THG’s experience in building decentralized applications on Hedera, HashCare addresses a wide spectrum of technical and operational pain points. These include application performance bottlenecks, interoperability testing, critical migrations, coding bugs, and security flaws in smart contracts, as well as common configuration errors that affect availability.
HashCare also acts as the trusted first line of support for the Hedera network and runs on Jira for ticket management. This setup enables proactive monitoring and automated ticket dispatching, while the underlying processes help safeguard 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 Swiss-based Web3 technology engineering company operating within the Hedera ecosystem. It specializes in designing, developing, and deploying enterprise-grade solutions and decentralized applications for organizations entering the Web3 economy. For more details, the firm’s profile is outlined on its official website.
Beyond HashCare, THG positions itself as a strategic partner for enterprises looking to build without barriers on Hedera, from architecture and development through to managed services. Additionally, it aligns closely with Hedera’s broader AI efforts, such as tools highlighted in the Hedera AI Agent Kit, underscoring its 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 shift could make Hedera more attractive for enterprises that demand predictable uptime and accountable support.
As the world’s first DLT helpdesk powered by advanced AI, HashCare blends automation with human expertise to handle 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 infrastructure is supported at scale.
