Technical Support
Everything you need to get started with EcoHedge AI and resolve any issues quickly.
Help Topics
Frequently Asked Questions
Find answers to common questions about using EcoHedge AI
Getting Started with EcoHedge & Xero
Browser compatibility, app connection benefits, and data usage
Connecting & Disconnecting Xero
Integration setup, authentication, and connection management
Data & Privacy
How we protect your sensitive business data
Billing & Subscriptions
Manage your subscription, billing, and invoices
Reports & Emissions
Understanding your carbon footprint reports and calculations
Account & Settings
Managing your account, users, and preferences
Service Level Agreement
Response Times
We classify support requests by priority to ensure critical issues get immediate attention
Essential services are down, causing a critical impact on business operations, no workaround is available
Response Time
1 hour
Essential services are significantly degraded and/or impacting significant aspects of business operations
Response Time
2 hours
Services are noticeably impaired, but most business operations continue as normal
Response Time
4 hours
The support request consists of 'how to' questions, enhancement requests, or documentation questions
Response Time
1 Business Day
What to Expect
Resolution of Issues
Resolution of a technical support issue is defined as accomplishing any one of the following
- Providing a reasonable solution to the issue
- Providing a reasonable work-around to the issue
- Determination by EcoHedge LTD that the issue is an enhancement request and forwarding the request to EcoHedge Product Management for future consideration
- Escalation by EcoHedge Support of the incident/product defect to EcoHedge's technical team for review
EcoHedge Support makes reasonable efforts to resolving the issue, but cannot guarantee that every issue can be resolved.
Still Need Help?
Our excellent customer support team is ready to help you with any questions or issues.