TL;DR

We aim to respond to all support requests submitted through the support portal on the same business day. However, response times may be longer during periods of high ticket volume.

By default, support is staffed Monday–Friday, 08:00–16:00 (CET - Europe/Copenhagen), excluding Danish public holidays. Responses cannot be expected outside these times.

We do not operate under a formal SLA unless separately agreed.

Using the support portal helps us prioritise requests correctly and respond as efficiently as possible.

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Our general approach

We aim to review and respond to all support requests submitted through the support portal on the same business day.

In many cases, this means you will receive a response quickly. However, response times may vary depending on the number of incoming requests, the urgency of the issue, and the quality of the information provided.

Periods of unusually high support activity may result in longer response times.

Support hours and public holidays

As a starting point, Hubhus handles support Monday to Friday, 08:00–16:00, in Europe/Copenhagen time (Danish local time).

We also follow Danish public holidays, when normal support hours do not apply.

Responses cannot be expected outside these times.

No formal SLA

Unless separately agreed in writing, Hubhus Support is provided without a formal service level agreement (SLA).

This means that our response times should be understood as service expectations rather than guaranteed response or resolution times.

We always aim to help as quickly and efficiently as possible, but we do not guarantee fixed response windows as part of standard support.

Why the support portal matters

To ensure correct prioritisation and efficient handling, all support requests should be submitted through the support portal:

https://support.hubhus.com

Using the support portal helps us:

• prioritise requests based on urgency and impact
• route requests to the right person faster
• reduce unnecessary back-and-forth
• keep all communication in one place

Requests sent directly to individual employees do not follow the same support flow and may therefore be delayed, overlooked, or handled with lower priority.

What affects response time

Response times may depend on several factors, including:

• whether the issue is still actively affecting work
• whether multiple users or customers are affected
• whether the issue is related to something not working, rather than a request for setup or change
• how clearly the request is described
• whether relevant information such as URL, Lead ID, and screenshots has been included
• the total number of incoming support requests at the time

Support requests involving active system issues are generally prioritised ahead of requests for setup, changes, or general guidance.

Urgent issues vs setup and change requests

Urgent handling is intended for situations where something is not working and is actively affecting important work, users, or customers.

Requests related to setup, configuration, changes, or improvements are not treated as urgent support issues in the same way, even if the request is time-sensitive from a business perspective.

While we will always try to help as quickly as possible, we cannot guarantee urgent handling of setup or change requests.

For more detail on urgent and business-critical issues, see Urgent and Business-Critical Issues.

First response vs final resolution

A first response means that your request has been reviewed and entered into the support flow.

A first response does not necessarily mean that the issue has been resolved.

Some requests can be answered immediately, while others may require:

• clarification
• internal investigation
• technical review
• development work
• paid support handling

More complex requests will therefore take longer to resolve than simple questions or straightforward issues.

How to help us help you faster

To help us assess and handle your request as quickly as possible, please include:

• a clear description of the issue or request
• the relevant page URL or link
• Lead ID, if relevant
• a full-page screenshot
• what you expected to happen
• what actually happened

Well-described requests are generally easier to prioritise and faster to process.

If timing is important

If something is actively not working, please make sure to indicate that clearly in the support flow.

If your request concerns setup, changes, or work to be carried out by Hubhus, we recommend submitting it as early as possible. Time-sensitive setup or change requests will always be assessed, but cannot be guaranteed the same urgent handling as active system issues.

Summary

Hubhus aims for same-business-day first responses for tickets submitted via support.hubhus.com during Monday–Friday 08:00–16:00 Europe/Copenhagen, excluding Danish public holidays; do not expect replies outside those times. Delivery still depends on volume and how complete your report is. There is no formal SLA unless separately agreed, first contact is not the same as full resolution, and active outages generally take precedence over setup or change work. Use the portal for correct prioritisation, mark genuine production impact clearly, and include URLs, Lead ID, and screenshots to shorten back-and-forth.

Common searches

same day response • support hours • Danish public holidays • Europe/Copenhagen • no SLA • first response time • support portal

Also known as

service expectations • turnaround time • support SLA • resolution time • business day response

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