Free vs. paid support
Not all support is equal. Knowing what is included in your subscription and what requires a separate agreement helps you plan and avoids surprises.
TL;DR
Free (included): Bug reports, platform questions, guidance on existing features, access to Help Center and documentation. Paid (billed separately): Custom development (HTML/CSS/JS), new feature requests, setup of campaign logic and automations for you, integrations beyond standard config, onboarding workshops. If unsure whether your request is free or paid: submit a ticket and we will clarify before billing.
4 things to know
Free support — what is included
Included in your subscription at no additional cost: reporting bugs and unexpected behaviour, questions about how features work, help finding the right setting or documentation, access to the Help Center, onboarding materials, and release notes.
Paid support — what is billed separately
Custom work outside standard platform usage: building or editing HTML, CSS, or JavaScript for your pages, setting up automations or workflows on your behalf, configuring integrations with third-party systems, onboarding sessions/workshops, and any feature development unique to your account. Paid work is agreed in writing before it starts.
Grey area? Submit a ticket first
If you are unsure whether your request is covered by free or paid support: submit a ticket describing what you need. We will clarify scope and cost before any work begins — no surprise invoices.
Fair usage policy applies
Free support has a fair usage scope. Very frequent questions that replace hands-on training, requests for us to operate Hubhus on your behalf, or ongoing consulting over ticket-style support may be reclassified as paid work. See the Fair Usage Support Policy article for specifics.
Common searches
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