Fair usage support policy
The fair usage policy defines what counts as standard support — and what crosses into paid consulting territory. It exists to protect quality for all customers.
TL;DR
Free support covers platform questions, bugs, guidance on documented features, and direct feedback on what you have already built. It does not cover: build-for-me requests (writing code, building automations, or setting things up on your behalf), repeated same-topic questions that replace training, or ongoing ad hoc consulting. These are reclassified as paid work. We will always communicate before this happens.
4 key boundaries
Platform guidance vs. build-for-me
We answer "how do I do this in Hubhus?" and point you to the right documentation, setting, or pattern. Writing your code, building your automations, or configuring your campaign logic for you is paid work. "Can you set this up for us?" = paid. "How do I set this up?" = free.
Repeated same-topic questions
Tickets on the same topic more than 2–3 times in a short period indicate a training need, not a platform bug. We may recommend a paid onboarding session or a structured training call instead of answering the same question repeatedly.
Customer-specific code and custom logic
If you have custom JavaScript, complex HTML, or non-standard data flows, these are your responsibility to maintain. We can help troubleshoot Hubhus behaviour, but debugging code that is unique to your implementation is outside free support scope. See also: Customer-specific code and custom logic article.
We always communicate before billing
If we determine a request falls outside free support, we will say so clearly in the ticket and provide an estimate for paid work. Nothing is billed without prior written agreement. When in doubt: submit the ticket and ask.
Common searches
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