Response Times and Service Expectations

Modified on Fri, 29 May at 10:09 AM

Support response times

What to expect when you submit a support ticket — including typical response times, how to escalate urgent issues, and what helps us resolve tickets faster.

TL;DR

Standard tickets: first response within 1 business day. Urgent issues (system down, leads not received): write "URGENT" in subject line. Business hours: Mon–Fri 09:00–16:00 CET — tickets outside these hours queue for the next working day. First response is not the same as resolution. Detailed tickets with screenshots are resolved significantly faster.

4 things to know

Standard response time

Most tickets receive a first response within 1 business day. Business hours are Mon–Fri 09:00–16:00 CET. Tickets submitted outside business hours are queued for the next working day. Weekends and Danish public holidays are not covered.

How to escalate urgent issues

For business-critical issues (live system down, leads not received, urgent customer impact), write "URGENT" in the subject line. This flags the ticket for prioritised handling. See Urgent and business-critical issues for what qualifies and how to document it correctly.

What speeds up resolution

Tickets that include a clear description, the campaign name, exact steps to reproduce, and a screenshot are resolved significantly faster. Vague descriptions ("something is broken") require back-and-forth before investigation can begin. Tickets involving third-party systems (e-conomic, Zapier, external APIs) may require additional time.

First response is not resolution

Our first response acknowledges your ticket, may ask clarifying questions, and outlines next steps. Complex or platform-level issues may take several business days to investigate and fix. We update you in the ticket thread as the case progresses.

Read more⌄

Response time overview

Ticket type	Target first response
Standard — questions, guidance, configuration	1 business day
Bug report — something not working as expected	1 business day
Urgent — system down, leads not received (flag with "URGENT")	Same business day where possible
Third-party integrations (e-conomic, Zapier, calendar sync)	1–2 business days (may require vendor contact)

These are operational targets, not contractual guarantees, unless separately agreed in writing.

Submit via the support portal

All requests must go through support.hubhus.com. This ensures correct prioritisation and routing. Requests sent directly to individual employees may be delayed or missed.

Support vs. setup requests

Urgent prioritisation is reserved for situations where something is not working and actively affecting operations. Setup, configuration changes, and improvements are not treated as urgent — even if they are time-sensitive for your business.

Time-sensitive setup requests should be submitted as early as possible with a clear deadline and reason.

Platform uptime and availability

For information about platform availability targets, planned maintenance, and incident handling, see the Service Level Statement.

Common searches

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Urgent and business-critical issues
How to submit a support request
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Service Level Statement