TL;DR

Support is intended for normal day-to-day use.

If the number, scope, or nature of requests goes beyond normal support, Hubhus may suggest a different handling model, including paid work, a scheduled meeting, or a separate agreement.

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What fair usage means

Our support service is designed to help customers with normal ongoing questions, guidance, troubleshooting, and clarification related to their use of Hubhus.

In most cases, this works well as part of standard support.

Fair usage means that support should be used in a reasonable and proportionate way, so we can continue to provide efficient help across all customers.

What is normally covered

Examples of normal support usage may include:

• questions about how Hubhus works
• guidance on existing functionality
• clarification of expected system behaviour
• troubleshooting of individual issues
• occasional help related to setup or usage
• reporting bugs or unexpected behaviour

What may fall outside normal support usage

A support pattern may fall outside fair usage if it involves an unusually high level of support activity or a type of work that goes beyond standard support.

Examples may include:

• a high volume of support requests within a short period of time
• repeated requests about the same topic without following previous guidance
• multiple parallel tickets relating to the same issue, process, or setup
• requests that require extensive investigation, coordination, or follow-up
• ongoing assistance that in practice functions as consulting, project work, or outsourced administration
• repeated requests for Hubhus to carry out tasks on your behalf rather than guide you

When a meeting may be a better option

If you have many related questions, a larger number of support requests within a short period of time, or need more in-depth guidance, a scheduled meeting may be a more effective way to help you.

In these situations, a Teams or phone meeting can often create more value than handling multiple separate support requests over time.

Please note that meetings and more extensive guidance are handled as paid support. For more detail, see Free vs Paid Support.

How we handle this

If support usage goes beyond what is considered normal day-to-day support, Hubhus may choose to:

• combine related requests into a single process
• recommend a different and more suitable support route
• handle parts of the request as paid work
• suggest a scheduled meeting
• suggest a separate agreement or a more structured way of working

Our goal is not to limit access to support, but to make sure support remains effective, fair, and sustainable for all customers.

Why this policy exists

We want standard support to remain available for questions, guidance, and troubleshooting.

At the same time, some types of usage require more time, coordination, and hands-on involvement than what is reasonable to include as part of normal support.

This policy helps create clear expectations and supports a fair balance between standard support and more extensive assistance.

If you are unsure

You are always welcome to submit your request through the support portal.

If the nature or volume of requests suggests that another handling model would be more appropriate, we will let you know and explain the next step clearly.

Summary

Fair usage keeps Hubhus support proportionate and sustainable: typical questions, guidance, troubleshooting, and bug reports stay within standard support, while very high volume, repeated parallel tickets, hands-on or consulting-style use, or work we perform for you may lead us to combine tickets, suggest paid work or a meeting, or propose a clearer ongoing arrangement. Meetings and deeper guidance are paid, as described in Free vs Paid Support; submit anything you are unsure about via the support portal and we will explain the next step.

Common searches

fair usage • excessive support tickets • support volume • acceptable use • paid meeting • support limits

Also known as

acceptable use • reasonable use • usage guidelines • fair use policy • proportionate support

Related articles

How to Submit a Support Request
Free vs Paid Support
Response Times and Service Expectations
Urgent and Business-Critical Issues
Customer-specific Code and Custom Logic
Feature Requests vs Paid Development
Terms of Service (Legal folder — link when published)