Support Services
Customer Support Offering
HSI is dedicated to providing responsive, knowledgeable, and friendly customer support. Whether it’s technical assistance, account questions, or guidance on using HSI’s safety, compliance, or workforce development solutions, our support team makes sure every customer feels supported and confident in their experience.
One Platform, One Team
From Sales to Implementation to Customer Success to Support, we keep our customers future-ready with a solution that scales and evolves rapidly, powered by a team of experts to make possibilities a reality.
Post implementation you will be given a dedicated CSM (Customer Success Manager) who can help you and your business.
The Customer Success Manager (CSM) is here to help you navigate the platform, discuss additional professional services, and escalate technical issues and bulk requests to our support teams. Your CSM will work in tandem with our specialized Support Teams to address your needs.
And outside the CSM you have access to a direct access to our Support team, when and where you need it.
Platform Help Resources
Users of the system will find a comprehensive library of resources designed to support you every step of the way. Here, you can:
- Engage with our AI Chat Bot for instant answers and directions for all your support needs.
- Search and explore our help documentation by keyword to find, read, and download detailed guidance.
- Follow interactive walkthrough tutorials for step-by-step instructions throughout the system, including recent release notes and our Getting Started Guide.
- Submit Support Requests directly from our in-platform ticketing system.
If you can’t find what you’re looking for in those resources, let us know! We’re always happy to guide you through the process and even create new documentation to support your future needs.
Initiating Support
HSI has multiple support teams, completely dedicated to helping our customer admins and end users for our various products.
1. Phone Support – Live phone support is offered our platform customers, including after-hours services.
2. In Platform Ticket System – Requests can be submitted to support through an in platform help ticket form, or via email support.
3. AI Chat Support – HSI offers a trained AI chat bot to help guide you through your needs. If your question can't be answered, you can submit a ticket for our support team right from the chat.
24/7 Support
HSI’s now provides 24/7 ticket support for the EHS System. Phone support can be reached between 9:00 am and 7:00 pm Eastern Time, Monday through Friday, where calls are converted to tickets.
Outside these hours, callers are routed to an automated voicemail system, in which calls will be returned in the order they are received and converted into tickets. Additionally, HSI provides an on-call after-hours service to address any potential system outages
