Customer Service Support

Our customer service level assurance and escalation process are as follows:

1: After signing up for any of our OneHash products, your account will undergo an implementation process. A dedicated point of contact (POC) will be assigned to you. The purpose of a POC is to guide you through the application's configuration. Rest assured, you will also receive other training you may require.

2: Post successful implementation of your account, you will have access to multiple channels to seek assistance whenever needed. 

Below is an escalation matrix for all support channels post-implementation/onboarding.

1: Live Chat - Available via OneHash website https://www.onehash.ai (Current response time is within 2-5 minutes during Business Hours.)

2: Email – support@onehash.ai (Current response time is 3-15 Business Hours)

3: Scheduled Call - Schedule a call via our chat support. Request a call link and book a date most convenient to you. Alternatively, you can also send us an email requesting to schedule a call. We encourage you to kindly share a list of concerns you would like to discuss so our customer support experts can help you. You can also reach our chat support for a call link and book a schedule.

Should you wish to avail a 1:1 support, our developers will be available via Zoom/Google meets with a minimal cost of USD 40/ hour applied. Kindly note that this exceptional service is available upon purchasing a bundle of a minimum of 10 hours which is valid for 30 days from the date of purchase. This offer is not transferable after the expiration period. There is no x limit to purchasing hours for support. 

For ongoing support for CRM and ERP-related issues, there will be an AMC, the cost of which must be borne by the client yearly. There will be a 22% AMC charge on your implementation fee.

4: Manager: In case you wish to amplify your concerns to the CS Manager, please drop in an email at managercs@onehash.ai

5: Founders: In case you wish to further escalate your concerns to our founders, please reach us at founders@onehash.ai

That's not all! We have also added product tutorials and webinar recordings on our website and YouTube channel.

You can find them here:
HelpDocs/Documentation: https://help.onehash.ai/en  
Product Videos: https://www.youtube.com/c/OneHash-AI
Delivering the best customer experience is what makes OneHash indispensable. For any further queries, hit us up!

Exclusions:The customer shall not have any remedies under the Support Service Level and Escalation. 
Process.The Support Service Level and Escalation Process does not apply to any end-of-life product/deal.