Effective Date: 20th January 2012
At Hana Bank, we are committed to providing exceptional support to ensure our customers can access and use our digital services with confidence. This Support Policy outlines the scope, availability, and terms of customer support for our website and online banking services.
Our support team is available to assist with issues related to:
Accessing and navigating our website or online banking portal
Technical difficulties with login, account access, or transaction history
Troubleshooting errors or bugs within our digital platforms
Guidance on using online banking features and services
Reporting suspicious activity or potential security issues
Please note that support is limited to digital channels. We do not provide financial, investment, or legal advice as part of technical support.
Standard support is available during business hours:
Monday to Friday: [Insert hours and time zone]
Weekends & Holidays: Limited or no support may be available
Requests submitted outside support hours will be responded to in the order received during the next business day.
Hana Bank aims to respond to support requests within the following timeframes:
| Issue Type | Target Response Time |
|---|---|
| Critical (e.g., access issues, fraud) | Within 4 business hours |
| High (e.g., transaction errors) | Within 1 business day |
| General inquiries (e.g., navigation help) | Within 2 business days |
These are target response times and may vary depending on volume and complexity of requests.
Support is provided through secure digital channels. Customers may access support through:
Secure messaging from within the online banking portal
Help or FAQ section for self-service resources
Digital support forms for technical issues or service inquiries
All support interactions are logged and may be monitored to ensure service quality and compliance with regulatory obligations.
To receive effective support, users are expected to:
Provide accurate and complete information when submitting a support request
Avoid sharing personal account credentials during support interactions
Use secure and official communication channels only
Refrain from abusive, threatening, or inappropriate behavior when interacting with support staff
Failure to follow these guidelines may result in limited or denied support.
Support services do not include:
In-person technical support
Device setup or configuration (e.g., phone or computer settings)
Third-party software troubleshooting
Personalized financial planning or product recommendations
Hana Bank may update this Support Policy from time to time to reflect changes in services or regulatory requirements. Continued use of our services constitutes acceptance of the most current version of the policy.
