1. Purpose
This Service Level Statement describes the general operational principles, service targets and support handling related to the services provided by Hubhus.
The purpose of this document is to provide a clear overview of expected service handling, availability objectives and incident response principles. The stated levels are operational targets and do not constitute a guarantee of uninterrupted service, unless otherwise agreed in writing.
2. Scope
This statement applies to the standard Hubhus platform and related services delivered by Hubhus to the customer.
The statement does not apply to services, systems or infrastructure outside Hubhus' direct control, including but not limited to third-party platforms, internet connectivity, DNS providers, email providers, customer systems, customer devices, external APIs, hosting providers, payment providers or other integrations.
3. Availability target
Hubhus aims to maintain a high level of service availability. Target: 99.5% measured monthly. Availability is calculated based on the core platform being reachable and operational under normal circumstances.
The availability target excludes:
- Planned and emergency maintenance
- Force majeure events
- Third-party outages, DNS, email, payment or external API failures
- Internet or network issues outside Hubhus' control
- Customer-side configuration errors or custom code/integrations
- Security-related suspensions or protective actions
4. Planned maintenance
Hubhus may perform planned maintenance when required to maintain, secure or improve the service. Where practical, planned maintenance will be performed outside normal business hours or at times expected to have limited customer impact. Hubhus will aim to notify affected customers in advance where maintenance is expected to materially affect service availability.
5. Emergency maintenance
Hubhus may perform emergency maintenance without prior notice if required to protect the stability, security or integrity of the platform, customer data or related systems. This may include security patches, infrastructure changes, service restarts, access restrictions or other protective measures.
6. Support hours
Standard support is provided Monday to Friday, 09:00–16:00 CET/CEST, excluding Danish public holidays. Support requests should be submitted through support.hubhus.com.
7. Incident priority levels
The customer may indicate perceived priority when submitting a request. Hubhus will assess and assign the final priority based on actual technical and operational impact.
| Priority |
Definition |
Target response |
| P1 — Critical |
Core platform unavailable for multiple customers or major platform-wide function unavailable. Single-customer issues are normally not P1. |
4 business hours |
| P2 — High |
Significant issue affecting important functionality, but platform generally available or workaround exists. |
1 business day |
| P3 — Normal |
General support, non-critical issues, configuration questions or minor functional issues. |
2 business days |
| P4 — Low |
Questions, minor adjustments, improvement requests or non-urgent tasks. |
5 business days |
8. Response, resolution and status updates
Response times refer to the time until Hubhus acknowledges the request and begins assessment. Response times do not guarantee final resolution within the same period, as resolution may depend on issue complexity, third-party suppliers, customer input or external systems.
In the event of longer-lasting downtime or significant incidents, Hubhus will post status information on support.hubhus.com. Hubhus will use reasonable commercial efforts to restore affected services or provide a practical workaround as quickly as possible.
9. Customer responsibilities
The customer is responsible for providing accurate information, timely feedback and relevant access when needed for Hubhus to investigate or resolve an issue. The customer is also responsible for its own users, devices, local network, internal processes, data and any third-party services connected to Hubhus.
Delays caused by missing information, unavailable contacts, lack of access or customer-side issues are excluded from the stated response and handling targets.
10. Data, hosting and security
Hubhus uses professional hosting and infrastructure providers to operate the platform. Data is stored and processed within secure hosting environments designed to support reliable operation, access control, backup and operational monitoring. Hubhus applies reasonable technical and organisational measures to protect customer data against unauthorised access, loss and misuse. Specific hosting, backup, data processing and security terms may be described in separate documentation or data processing agreements.
11. Backups
Hubhus aims to maintain backup routines appropriate for the operation of the platform. Backups are intended to support operational recovery in case of technical incidents, system failures or data loss events within the scope of Hubhus' responsibility. Backups are not intended as a general archive, version history or customer-controlled data restore service unless separately agreed.
12. Limitations
This Service Level Statement does not constitute a warranty, guarantee or penalty-based SLA. No service credits, compensation, penalties or other financial remedies apply under this statement unless expressly agreed in a separate written agreement signed by both parties.
Hubhus may update this statement from time to time to reflect operational changes, platform improvements, supplier changes or changes in service delivery.