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PLEASE READ THESE TERMS CAREFULLY.

These HubSpot Premium Support terms (“Premium Support Terms”) apply to the Premium Support Consulting Services, as further described  (“Premium Support”).  

These Premium Support Terms form part of your agreement with HubSpot (the “Agreement”) and are hereby incorporated therein.

1. HUBSPOT PREMIUM SUPPORT 

1.1. Description. HubSpot’s Premium Support is designed to provide advanced technical support alongside designated technical account oversight to support your team’s success.  At this time, Premium Support is offered in English only.

1.2. Availability. As a Premium Support customer, all of your Users with a paid seat have access to HubSpot's experienced specialists across multiple intake channels, including phone, chat, and email.  You may submit in-app email support questions 24 hours per day x 7 days a week. Please note, Guaranteed Response Times and Technical Account Management are available only through your designated Super Admins.  

1.3 System Submission. We track Guaranteed Response Times submitted by your designated Super Admin starting at the “create date” timestamp in the help desk workspace.  

1.4 Guaranteed Response Times. Guaranteed ticket response times detailed in this section apply to tickets submitted by Super Admins via the in-app email submission form, subject to the Response Time Exceptions (“Guaranteed Response Times”). While we strive to resolve all issues promptly, resolution times are not guaranteed. HubSpot will respond to Premium Support tickets as follows: 

1.4.1 Business Critical Response. We will provide a response within 30 minutes where (i) you indicate that your issue is “Business Critical” where prompted in your submission form, include sufficient information about the issue indicating the urgency, and submit the ticket through the in-app email support form; and (ii) HubSpot determines the issue is urgent and critical to ongoing business, based on the review by our experienced support specialists. You should only categorize a case as Business Critical if the problem has very serious consequences for your normal business operations, such as your core business processes being seriously affected resulting in urgent work not being performed, revenue loss or potential data integrity issue (each a “Business Critical Issue”). For the avoidance of doubt if we determine that the issue is not a Business Critical Issue, your request will be re-assigned as a Premium Response. 

1.4.2 Premium Response. We will provide a response within 60 minutes to tickets where (i) you include sufficient information regarding the support issue, and Your Super Admin submits the ticket through the in-app email support form.

1.4.3 Response Time Exceptions. HubSpot Premium Support response times do not apply to (i) recognized holidays in applicable HubSpot entity locations; (ii) HubSpot’s company-wide designated week of rest; (iii) delays caused by Third-Party Products, force majeure events, and other outages outside our control (collectively, “Response Time Exceptions”). 

1.5 Technical Account Manager. HubSpot will assign a Technical Account Manager (“TAM”) designated to focus on improving the ongoing technical health and scalability of how you use the Subscription Services with your designated Super Admin. Specific benefits the TAM will provide includes: 

1.5.1 Proactive engagement. Review current state of usage and configuration, quarterly platform health checks, and proactively provide recommendations to optimize platform performance and scalability.  

1.5.2 Account Review. Regularly monitor and aggregate trends and themes across customer support tickets, providing continuity and context across tickets, and where appropriate, recommend solutions to address the root of the problem.  

1.5.3 Expanding Features. Proactively present new or existing technical platform features, and product Betas, to the customer and recommend ways that these features can drive incremental value

1.5.4 CSM Engagement. Develop a platform adoption and usage plan, in tight coordination with the Customer Success Manager (“CSM”), to guide your ongoing growth and business impact with HubSpot

1.5.5 Reactive engagement. Serve as an escalation point of contact for technical issues.  

1.5.6 Configuration Guidance. Serve as a technical sounding board and provide design guidance and best practices on an ad-hoc basis.  

1.6 TAM Engagement.  

1.6.1 TAM Communications. Only the designated customer Super Admin will be permitted to communicate directly with the TAM.

1.6.2 Exclusions. The following activities are outside the scope of TAM engagement:

(i) Performing detailed solution design or creating design documentation.

(ii) TAMs contribute technical expertise but do not directly engage in communication through support ticket channels. 

(iii) Creation of assets or configuration directly within the customer’s account.

(iv) Contract, commercial, and billing related interactions.

(v) Onboarding or training activities.

(vi) Services or deliverables expressly included in the scope of other Consulting Services HubSpot makes available. 

(vii) Third party tools or integrations, API's, or your modifications to the Subscription Services may be outside the scope of Premium Support.

2. CUSTOMER REQUIREMENTS 

2.1 Premium Support Cooperation. You will provide reasonable and necessary assistance, cooperation, and information  to us in processing the tickets and will have adequate technical expertise and knowledge of the Subscription Services to enable us to respond and assist with your inquiry. 

2.2 Customer Communication Obligations. You will ensure that all communications under Premium Support are made in English.

3. MISCELLANEOUS

3.1 Updates. We may update these Premium Support Terms to increase the support and related metrics provided under these terms without notifying you; other material updates to these terms will be made in accordance with the Agreement. You understand and agree that if you use the features under the Premium Support Terms after the updated date, we will treat your use as acceptance of the updated Premium Support Terms.

3.2 Entire Agreement. In case and to the extent of any conflict or inconsistency with other terms of the Agreement, then these Premium Support Terms will take precedence.  Where HubSpot makes Premium Support available as a Beta, the HubSpot Beta Terms will also apply.