Free vs Paid Support
Use this article to understand what is included in standard support and when a request may be handled as paid work.
TL;DR
If you are asking Hubhus to build, change, configure, or carry out work for you, it may be billable.
If we are guiding you, answering a question, or pointing you to existing documentation, it is generally free of charge.
Our goal is to help you as efficiently as possible while keeping expectations clear from the start.
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What is included in standard support
Standard support is generally free of charge and includes:
- questions about how Hubhus works
- guidance on existing features and functionality
- troubleshooting and clarification
- help understanding errors or unexpected behaviour
- help identifying whether something is a bug, a setup issue, or a change request
This type of support is intended to help you understand and use Hubhus correctly.
What may be handled as paid work
Some requests go beyond standard support and may be handled as paid work.
This typically includes:
- meetings by phone, Teams, or in person
- setup performed by Hubhus on your behalf
- changes to existing setup or configuration
- custom work or tailored adjustments
- development work
- requests that require Hubhus to perform the work for you rather than guide you
In general, if you are asking Hubhus to build, change, configure, or carry out work for you, the request may fall under paid support.
For the difference between product ideas and commissioned development, see Feature Requests vs Paid Development.
How we handle paid work
If a request falls under paid support, any work expected to exceed 1 hour will always be communicated in advance.
Work below 1 hour may be carried out and registered without prior approval.
This helps us handle smaller tasks efficiently while still making sure larger tasks are aligned with you before work begins.
Pricing
For current pricing, please refer to the Pricing section at hubhus.com.
Why this distinction exists
We want standard support to remain available for questions, guidance, and troubleshooting.
At the same time, requests involving implementation, changes, meetings, or custom work require time and resources beyond normal support and are therefore handled separately.
Not sure whether your request is free or paid?
You are always welcome to submit your request through the support portal. For the recommended process, see How to Submit a Support Request.
If the request is likely to fall under paid support, we will let you know based on the expected scope.
Summary
Standard support covers how-to questions, guidance, troubleshooting, and clarifying bugs versus setup versus change requests at no extra charge; work you ask Hubhus to perform for you—meetings, setup, changes, custom or development work—may be billable, with over-one-hour work agreed upfront and shorter tasks possibly registered without prior approval. Use hubhus.com for current pricing, and submit any uncertain request via the support portal so we can confirm scope. For ideas versus paid build work, see Feature Requests vs Paid Development.
Common searches
paid support • free support • billable support • what is included • support pricing • standard support
Also known as
commercial support • premium support • included support • professional services
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