TL;DR

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

We will always try to prioritise these issues higher, but urgent classification does not guarantee immediate resolution.

Requests related to setup, changes, feature ideas, or issues that are no longer active should not be marked as urgent.

On this page

Jump to any section using the links below

What qualifies as urgent or business-critical

An issue may be considered urgent or business-critical when it is actively affecting your ability to work or impacting multiple users or customers.

Examples may include:

• you cannot log in
• emails are not being delivered
• key workflows are not running
• multiple users are affected by the same issue
• multiple customers are affected by the same issue
• an important business process in Hubhus is currently unavailable or not functioning as expected

In general, urgent issues are situations where something is actively broken and immediate business impact is present.

What does not qualify as urgent

The following types of requests should not normally be marked as urgent:

• setup requests
• change requests
• improvement requests
• feature ideas
• general questions
• historical issues that are no longer active
• requests that are time-sensitive from a planning perspective, but where nothing is currently broken

These requests may still be important, but they are not handled as urgent support issues in the same way as active incidents.

How urgent issues are handled

When a request is submitted as urgent or business-critical, we will try to assess and prioritise it higher than normal support requests.

This helps us focus first on situations where business operations are actively affected.

However, urgent classification does not guarantee immediate resolution. The actual response and resolution time will still depend on:

• the nature of the issue
• the current support volume
• the quality of the information provided
• whether the issue can be reproduced or is still active
• whether additional investigation or development work is required

Why correct classification matters

Correctly identifying urgent issues helps us prioritise support in a fair and effective way across all customers.

If requests that are not actively urgent are marked as urgent, it makes prioritisation less accurate and can delay handling of genuinely business-critical issues.

For that reason, Hubhus may reclassify a request if the selected urgency does not match the actual impact.

What to include in an urgent request

If you are reporting an urgent issue, please make sure to include:

• what is currently not working
• who is affected
• whether the issue is still happening right now
• the relevant page URL or link
• Lead ID, if relevant
• a full-page screenshot
• what you expected to happen
• what actually happened

The more clearly the issue is described, the faster we can assess whether urgent handling is appropriate.

If you are unsure

If you are unsure whether an issue qualifies as urgent, please submit it through the support portal and describe the situation as clearly as possible.

We will assess the request and prioritise it based on its actual impact and urgency.

Summary

Urgent and business-critical handling is for active breakage with real impact on work, users, or customers—not for setup, changes, ideas, or planning deadlines where nothing is broken. We prioritise those tickets higher when justified, but that does not guarantee an instant fix; speed still depends on complexity, queue, and how well you document reproduction and scope. Mark urgency accurately so genuinely critical issues are not delayed; submit via the support portal with URLs, Lead ID, and screenshots, and see Response Times and Service Expectations for general timing and support hours.

Common searches

urgent ticket • business-critical • production down • cannot log in • email not sending • escalate support • wrong urgency

Also known as

P1 • severity 1 • critical incident • high priority • active outage • production issue

Related articles

Response Times and Service Expectations
How to Submit a Support Request
Fair Usage Support Policy
Customer-specific Code and Custom Logic
Free vs Paid Support
Feature Requests vs Paid Development
Hosting Information (Operations folder — link when published)