What qualifies as business-critical

Critical issues are those that completely block core operations: booking form not accepting submissions (not loading, 500 error), leads from external source not arriving at all, calendar sync producing no events for all users, email or SMS delivery broken for entire campaign, your Hubhus account inaccessible. Part-broken or cosmetic issues (button colour wrong, one template glitch) are NOT critical.

How to report an urgent issue

Submit a support ticket with "URGENT" at the start of the subject line (e.g. "URGENT — booking form giving 500 error since 14:00"). Describe exactly what stopped working, when it started, and how many customers are affected. Include a screenshot or console error if possible.

What to expect from us

During business hours (Mon–Fri 9–16 CET): URGENT tickets are prioritized immediately. Outside business hours: we pick them up first thing the next business day. We cannot guarantee 24/7 on-call response. If the issue is on Hubhus' side, we work to fix it as fast as possible and post updates in the ticket.

Please do not abuse URGENT

Marking every ticket URGENT removes the signal. Non-critical tickets marked urgent take up first-response capacity from customers with real emergencies. We reserve the right to reclassify a ticket's priority if the description does not match a critical scenario.