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Product Specific Terms
Product Specific Terms
Last Modified: May 5, 2023
PLEASE READ THESE TERMS CAREFULLY.
The HubSpot Product Specific Terms are intended to highlight some of the important things about using our different Subscription Services. The Product Specific Terms form part of the HubSpot Customer Terms of Service and are hereby incorporated therein.
If you are using any of the Subscription Services described below, the terms corresponding to those product(s) apply to your use. We periodically update this page by posting a revised copy at https://legal.hubspot.com/product-specific-terms, so please check back here for current information.
1. HubSpot CRM and Free Services
2. Marketing Contacts
3. Other Hubs
4. Other Services
5. Service Uptime Commitment
6. Customer Support
1. HUBSPOT CRM AND FREE SERVICES
1.1 HubSpot CRM Subscription Fees
HubSpot CRM, which includes ‘lite’ versions of select features in our paid Subscription Services, is one of our Free Services. As such, there are no Subscription Fees associated with your use of the HubSpot CRM.
While there’s no charge for Contacts in the CRM, if you subscribe to Marketing Hub, you will be charged for contacts as part of your fee for that Subscription Services, even if they are added through the HubSpot CRM. For more information on these fees, please refer to our Product and Services Catalog available at https://legal.hubspot.com/hubspot-product-and-services-catalog. If you use the HubSpot CRM or any of our Free Services, we will make those services available to you free of charge until earlier of (a) the date on which your free subscription is terminated or (b) the start date of your paid subscription.
1.2 Email Send Limit
For the HubSpot CRM, if you only use our Free Services, the CRM Email Send Limit is equal to a maximum of two-thousand (2,000) emails per calendar month (the "HubSpot CRM Email Sent Limit").
If you reach your HubSpot CRM Email Send Limit, you will not be able to send any more emails until the start of the next calendar month, including emails pre-scheduled to go out after reaching the HubSpot CRM Email Send Limit. Kick-back emails from form conversion will not be interrupted. You may not increase your HubSpot CRM Email Send Limit.
1.3 Limits
You agree to not use the Free Services in any manner that substantially exceeds typical use projections, including but not limited to storage and bandwidth consumption.
We may change the limits that apply to your use of the HubSpot CRM or Free Services at any time in our sole discretion without notice to you, regardless of whether or not these are used in conjunction with other Subscription Services for which you pay us a fee.
1.4 Modifications
We may make changes to the HubSpot CRM or Free Services that materially reduce the functionality provided to you during the Subscription Term.
1.5 Non-Renewal Notice Period
To discontinue Free Services under this Agreement, you or we may close your account in accordance with the General Terms.
1.6 Retrieval of Customer Data
If you want to export Customer Data during your Subscription Term, you can retrieve Customer Data by following the instructions at the following knowledge base articles:
Export your Content Data: https://knowledge.hubspot.com/account/export-your-content-and-data
Export your Contacts, Companies, Deals, or Tickets: https://knowledge.hubspot.com/crm-setup/export-contacts-companies-deals-or-tickets
Export your Ads Campaign Data: https://knowledge.hubspot.com/ads/export-your-ads-campaign-data
Export your Overall Email Performance Data: https://knowledge.hubspot.com/email/how-do-i-export-my-overall-email-performance-data
If you need help retrieving your Customer Data during the Subscription Term, we will provide reasonable assistance to you, at your cost, and in accordance with the ‘Confidentiality’ section of the General Terms.
We strongly recommend retrieving your Customer Data prior to the end of your Subscription Term; for the HubSpot CRM and Free Services, we will not provide you with any access to Customer Data after termination or expiration of your Subscription Term.
1.7 Unified Database
By using HubSpot CRM with other parts of the Subscription Service, you understand that all Contact Information will be stored in a unified database of Contacts associated with your subscription, and that all workflows you use will pull from this unified list of Contacts.
While there’s no charge for Contacts in HubSpot CRM, if you subscribe to our Marketing Hub Professional or Marketing Hub Enterprise, you will be charged for Marketing Contacts as part of your fee for those products, even if they are added through HubSpot CRM and whether or not there is an email address associated with a Marketing Contact. For more information on the fees for Marketing Hub Professional or Marketing Hub Enterprise Subscription Services, please refer to the Product and Services Catalog.
2. MARKETING CONTACTS
In October 2020, HubSpot introduced a new contacts pricing model for Marketing Hub called ‘Marketing Contacts’. Customers who purchase one of our Marketing Contacts Products (defined below) will only pay for the contacts to which they want to send marketing emails and target ads, and they can store up to fifteen million total Contacts (Non-Marketing Contacts and Marketing Contacts) for free.
The Marketing Contacts pricing model will be available to all new Marketing Hub customers on October 21, 2020. If you purchase any of our Marketing Contacts Products, the Marketing Hub terms in Section 2.1 below will apply to your subscription.
Existing Marketing Hub customers with legacy contacts pricing will have the option on renewal to either (i) renew their existing Marketing Hub subscription or (ii) switch to the new Marketing Contacts pricing model when it is made available.
If you’re an existing Marketing Hub customer and you decide to remain on your existing contacts pricing model, the Legacy Marketing Hub terms available at https://legal.hubspot.com/marketing-hub-legacy-terms apply to your subscription instead.
2.1 Marketing Hub (with Marketing Contacts)
The terms in this Section 2.1 apply to any purchase of the following products: Marketing Contacts Products as defined below.
2.1.1 Definitions
“Marketing Contacts” means Contacts that are able to receive marketing emails and be targeted with ads, and are designated as Marketing Contacts in your HubSpot account.
“Marketing Contacts Products” means
Marketing Hub Starter - Marketing Contacts;
Marketing Hub Professional - Marketing Contacts; and
Marketing Hub Enterprise - Marketing Contacts;
as further described in the Product and Services Catalog, and including any additional Marketing Contacts that you may purchase with the above products (such as Starter Marketing Contacts, Professional Marketing Contacts, and Enterprise Marketing Contacts). Details of Your Marketing Contacts subscription will be set out on your Order Form.
"Maximum Contacts" means the maximum number of Marketing Contacts you are permitted to use with the Subscription Service as identified in your Order Form, plus any Marketing Contacts added as part of an upgrade.
“Non-Marketing Contacts” means Contacts that are not designated as marketing-eligible by you in your HubSpot account. You cannot target Non-Marketing Contacts with marketing emails or ads.
Terms not otherwise defined here will have the meaning as set out in the General Terms available at https://legal.hubspot.com/terms-of-service.
2.1.2 Marketing Contacts Products Email Send Limit
For Marketing Hub Enterprise - Marketing Contacts, the Email Send Limit is equal to twenty (20) times the Maximum Contacts number per month. For Marketing Hub Professional - Marketing Contacts, the Email Send Limit is equal to ten (10) times the Maximum Contacts number per month. For Marketing Hub Starter - Marketing Contacts, this limit is equal to five (5) times the Maximum Contacts number per calendar month.
If you reach your Email Send Limit, you may not be able to send any more emails. You may increase your Email Send Limit by upgrading your Marketing Contacts edition or by purchasing a ‘Dedicated IP Add-on’ which includes unlimited email sends, in which case your fee will increase during the course of a Billing Period as described in the ‘Fee Adjustments’ section below.
2.1.3 Marketing Contacts Products Subscription Fees
The Subscription Fee for Marketing Contacts Products will remain fixed during the Subscription Term unless you:
(i) exceed your Maximum Contacts or other applicable limits set out on the Product and Services Catalog,
(ii) upgrade products or base packages,
(iii) subscribe to additional features or products, including additional Marketing Contacts, or
(iv) unless otherwise agreed to in the Order Form.
For our Marketing Contacts Products, once increased, your Subscription Fee will not decrease, even if there is a subsequent reduction in the number of Marketing Contacts or emails sent. Your Subscription Fee will not increase if you add Contacts which are not designated as Marketing Contacts by you in your account.
You can learn more about how your fees may be otherwise adjusted in the remainder of this 'Fees Adjustments' section below.
2.1.4. Fee Adjustments
2.1.4.1 Contact Tiers. Your Subscription Fee will increase immediately during the course of a Billing Period if you exceed your Maximum Contacts limit in a Billing Period. In this case, the Subscription Fee will increase up to the tier price which corresponds with the number of Marketing Contacts and your invoice will increase by the corresponding prorated amount for the remainder of Subscription Term. Tier prices for Marketing Contacts Products are as set out in the Product and Services Catalog. You will receive an electronic notification (as described in the Notices section of our General Terms) if you’re approaching your Marketing Contact tier limit.
You may manage your Marketing Contacts to avoid an increase in your Subscription Fee as set out in the ‘Managing Your Marketing Contacts’ section below.
2.1.4.2 Other Fee Adjustments. For detail on renewal pricing, see the ‘Fees’ section of the General Terms. We may choose to decrease your fees upon written notice to you.
2.1.5 Managing Your Marketing Contacts
When you purchase a Marketing Contacts Product, you’ll have the opportunity to select which contacts you’d like to designate as Marketing Contacts, and which you want to designate as Non-Marketing Contacts. We also recommend reviewing the designation of your Contacts regularly to avoid an unintended Contact tier upgrade fee. All Users have permission to make Contact designations in the portal unless their right to do so is limited by you in the ‘Users and Teams’ settings.
If you’re switching from one of our Marketing Hub Products with legacy contacts pricing to one of our Marketing Contacts Products, all Contacts will be designated Marketing Contacts by default. We strongly recommend you complete the Eligibility Flow tool to designate your Non-Marketing Contacts before you switch to avoid an unintended Contact tier upgrade fee which will apply immediately and cannot be refunded.
We will monitor or audit remotely the number of Marketing Contacts in the Subscription Service and the number of emails that you send on the Subscription Service. This information is also made available to you in your HubSpot account.
You can change your Contacts from Non-Marketing to Marketing Contacts at any time. We allow you to designate Marketing Contacts as Non-Marketing’ Contacts at any time, but changes in designations to Non-Marketing will not take effect until the first day of the next month or on your subscription renewal date, whichever comes first.
2.1.6 Limits
For all Marketing Contacts Products and paid Add-Ons to those products, we may change the limits that apply to you at any time in our sole discretion by updating the Product and Services Catalog.
Please refer to the Product and Services Catalog and your Order Form for details of any additional limits that apply to your Marketing Contacts Product subscription.
2.1.7 Downgrades
For our Marketing Contacts Products, you may designate your contacts as Non-Marketing at any time (as described in the ‘Managing your Marketing Contacts’ section above), but you can only downgrade your contact tier at your next renewal date upon signature of a new Order Form. In order to avoid additional charges, you should purchase the appropriate tier of Subscription Service for your anticipated needs.
2.1.8 Modifications
We will not make changes to the Marketing Hub Professional - Marketing Contacts, Marketing Hub Enterprise - Marketing Contacts and paid Add-Ons to these products that materially reduce the functionality provided to you during the Subscription Term.
We may make changes to our Marketing Hub Starter - Marketing Contacts and Add-Ons to that Subscription Service that materially reduce the functionality provided to you during the Subscription Term.
2.1.9 Notice of Non-Renewal
Unless otherwise specified in your Order Form, to prevent renewal of your Marketing Hub with Marketing Contacts subscription or paid Add-Ons to Marketing Hub with Marketing Contacts, you or we must give written notice of non-renewal and this written notice must be received before the next renewal period begins.
2.1.10 Retrieval of Customer Data
For Marketing Hub Professional - Marketing Contacts and for Marketing Hub Enterprise - Marketing Contacts, if you make a written request within thirty (30) days after termination or expiration of your subscription, we will provide you with temporary access to the Subscription Service to retrieve, or we will provide you with copies of, all Customer Data then in our possession or control. If we provide you with temporary access to the account, we may charge a re-activation fee. Thirty (30) days after termination or expiration of your Subscription, we will have no obligation to maintain or provide you the Customer Data. We will delete all Customer Data in our systems or otherwise in our control unless (i) we are legally prohibited or (ii) save as set out in the ‘Deletion or Return of Personal Data’ section of the DPA, then such Personal Data will be Processed in accordance with our DPA.
For Marketing Hub Starter - Marketing Contacts, if you want to export Customer Data during your Subscription Term, you can retrieve Customer Data by following the instructions at the following knowledge base articles:
Export your Content Data: https://knowledge.hubspot.com/account/export-your-content-and-data
Export your Contacts, Companies, Deals, or Tickets: https://knowledge.hubspot.com/crm-setup/export-contacts-companies-deals-or-tickets
Export your Ads Campaign Data: https://knowledge.hubspot.com/ads/export-your-ads-campaign-data
Export your Overall Email Performance Data: https://knowledge.hubspot.com/email/how-do-i-export-my-overall-email-performance-data
We will provide reasonable assistance to you, at your cost, if you require any assistance to retrieve your Customer Data during the Subscription Term, and in accordance with the ‘Confidentiality’ section of the General Terms.
2.1.11 Legacy Marketing Hub Products
Notwithstanding anything to the contrary in the ‘Legacy’ section of the HubSpot General Terms, once you've purchased a Marketing Contacts Product, you cannot choose to re-purchase the Marketing Hub product with legacy contacts pricing, which bills differently for Contacts, even if it's still listed in our Product & Services Catalog.
If you use one of our other legacy Marketing Hub Subscription Services that is not listed in the Product Specific Terms, then the Legacy Marketing Hub terms apply to your subscription.
2.1.12 Brand Domains
In order to host multiple root domains associated with your company in a single HubSpot account, you must purchase a subscription to the Marketing Hub Enterprise - Marketing Contacts Subscription Service with the Brand Domain Subscription Service. A root domain is considered to be a different domain name that immediately precedes the top-level domain indicator. For example, www.hubspot.com and www.inbound.com are considered separate root domains, whereas www.hubspot.com and blog.hubspot.com or www.hubspot.fr are not considered separate root domains.
2.2. Google Enhanced Conversions
By using the Google Enhanced Conversions feature in the Marketing Hub (including both Marketing Hub with Marketing Contacts and legacy Marketing Hub), you authorize us to provide necessary data to Google in order to make this functionality available to you; you also agree to comply with Google’s Customer Data Policies available at https://support.google.com/adspolicy/answer/7475709?hl=en&ref_topic=7012636.
3. OTHER HUBS
The terms in this Section 3 apply to any purchase of our Hub Subscription Services (currently Sales Hub, Service Hub, CMS Hub, and Operations Hub) at any tier, and each is described further in our Product and Services Catalog.
As a reminder, if you have Marketing Hub with Marketing Contacts, Section 2 of these Product Specific Terms also applies; or if you have our legacy Marketing Hub, the Legacy Marketing Hub terms will apply.
3.1 “Paid Users” means those types of Users (defined in the General Terms) for which we charge you fees as set forth in our Product and Services Catalog.
3.2 Subscription Fees
The Subscription Fee for the Subscription Services will remain fixed during the Subscription Term unless you:
(i) exceed User or other applicable limits (see the ‘Limits’ section below),
(ii) upgrade Subscription Services or base packages,
(iii) subscribe to additional features or Subscription Services, or
(iv) unless otherwise agreed to in the Order Form.
For our Sales Hub and Service Hub Subscription Services, you will be charged fees associated with all Paid Users. For Sales Hub and Service Hub Professional and Enterprise, your number of Paid Users will not decrease, even if there is a subsequent reduction in the number of assigned Paid Users.
3.3 Fee Adjustments
For details on renewal pricing, see the ‘Fees’ section of our General Terms.
3.4 Limits
For our Subscription Services and paid Add-Ons, we may change the limits that apply to you at any time in our sole discretion.
Please refer to the Product and Services Catalog and your Order Form for details of any additional limits that apply to your Subscription Services.
3.5 Downgrades
You may downgrade your Subscription Services at your next renewal date if you complete a new Order Form.
3.6 Modifications
We may make changes to the Subscription Services and Add-Ons that materially reduce the functionality provided to you during the Subscription Term.
3.7 Non-Renewal Notice Period
Unless otherwise specified in your Order Form, to prevent renewal of your Subscription Services or paid Add-Ons, you or we must give written notice of non-renewal, which must be received before the next renewal period begins.
3.8 Retrieval of Customer Data
If you want to retain or export Customer Data during your Subscription Term, you can retrieve Customer Data by following the instructions at the following knowledge base articles
Export your Content Data: https://knowledge.hubspot.com/account/export-your-content-and-data
Export your Contacts, Companies, Deals, or Tickets: https://knowledge.hubspot.com/crm-setup/export-contacts-companies-deals-or-tickets
Export your Ads Campaign Data: https://knowledge.hubspot.com/ads/export-your-ads-campaign-data
We will provide reasonable assistance to you, at your cost, if you require any assistance to retrieve your Customer Data during the Subscription Term, and in accordance with the ‘Confidentiality’ section of the Terms of Services.
We strongly recommend retrieving your Customer Data prior to the end of your Subscription Term; for the Sales Hub, Service Hub, CMS Hub, and Operations Hub, we will not provide you with any access to Customer Data after termination or expiration of your Subscription Term.
3.9 Sales Hub
The terms in this Section also apply to any purchase of Sales Hub:
3.9.1 Documents. Files that you upload using the ‘Documents’ feature are stored by us and shared with other users of your HubSpot CRM team
3.9.2 Sales Extension Uninstall. The Sales Extension for Google Chrome and Outlook may leave remnants of application settings and log files on your device even after the Sales Extension has been uninstalled. For more information on how to uninstall the Sales Extension, please refer to this knowledge base article at https://knowledge.hubspot.com/email-tracking/how-do-i-uninstall-hubspot-sales.
3.9.3 Revenue Reporting Tools. Revenue reporting tools provided as part of the Subscription Service are not intended to be used as systems of record for financial, tax, employee commission, or other regulatory compliance or reporting. You are responsible for ensuring the accuracy or reports derived using the revenue reporting tools.
3.9.4 E-signature. The e-signature feature provided as part of the Subscription Service allows you to obtain electronic signatures on documents. We strongly encourage you to take appropriate measures to secure, store and backup your important documents.
3.10 Operations Hub
The terms in this Section also apply to any purchase of Operations Hub:
You are responsible for ensuring the completeness, accuracy and configuration of all Customer Data transferred using the Operations Hub data sync feature. You are also responsible for ensuring you have all necessary licenses and consents to share the synched Customer Data with us.
4. OTHER SERVICES
4.1 Consulting Services
You may purchase Consulting Services by placing an Order with us. Unless we otherwise agree, the Consulting Services we provide are described in the Product and Services Catalog and will be delivered in English. Fees for these Consulting Services are in addition to your Subscription Fee. If you purchase Consulting Services that recur, they will be considered part of your subscription and will renew in accordance with your subscription.
4.1.1 Location. All Consulting Services are performed remotely, unless you and we otherwise agree. For Consulting Services performed on-site, you will reimburse us our reasonable costs for all expenses incurred in connection with the Consulting Services. Any invoices or other requests for reimbursements will be due and payable within thirty (30) days of the date of the invoice.
4.1.2 Delivery. If there are a specific number of hours included in the Consulting Services purchased, those hours will expire as indicated in the applicable description, which expiration period will commence upon purchase (the “Expiration Period”).
If there are deliverables included in the Consulting Services purchased, it is estimated that those deliverables will be completed within the time period indicated as the delivery period in the applicable description, which delivery period will commence upon purchase (the “Delivery Period”). If there is no Expiration Period or Delivery Period indicated, then it will be one hundred and eighty (180) days from purchase.
If the Consulting Services provided are not complete at the end of the Delivery Period due to your failure to make the necessary resources available to us or to perform your obligations, such Consulting Services will be deemed to be complete at the end of the Delivery Period. If the Consulting Services provided are not complete at the end of the Delivery Period due to our failure to make the necessary resources available to you or to perform our obligations, the Delivery Period will be extended to allow us to complete such Consulting Services.
4.1.3 Third Party Providers. We might provide some or all elements of the Consulting Services through third party service providers. Consulting Services are non-cancellable and all fees for Consulting Services are non-refundable.
4.2 Communication Services
"Communication Services" means third-party forums, online communities, blogs, personal web pages, calendars, and/or other social media communication facilities (such as Facebook, Twitter and LinkedIn) linked to or from the Subscription Service that enable you to communicate with the public or with a private group. If you use the WhatsApp Business Messenger, this section applies to you, in addition to the WhatsApp Business Messenger terms below.
You agree to use Communication Services only in compliance with any terms of use specified by each Communication Service. We do not control the content, messages or information found in the Communication Services. We will not have any liability with regards to the Communication Services and any actions resulting from your use of the Communication Services.
4.3 HubSpot Directory and Community
If you use the HubSpot Directory (as defined in the HubSpot Marketplace Terms of Use), you agree to comply with the HubSpot Marketplace Terms of Use available at https://legal.hubspot.com/marketplace-tou. If you use the HubSpot Community (as defined in the HubSpot Community Terms of Use), you agree to comply with the HubSpot Community Terms of Use available at http://legal.hubspot.com/community-tou.
4.4 HubSpot Academy
We may offer educational seminars or certifications through HubSpot Academy. The descriptions of these educational seminars and certifications, and the terms and conditions that apply to your participation in HubSpot Academy are available at http://academy.hubspot.com/. By participating in a HubSpot Academy educational seminar or certification, you agree to abide by the applicable terms and conditions for HubSpot Academy.
4.5 HubSpot Insights and Enrichment Data
HubSpot Insights is a database of company information that HubSpot gathers from public and third party sources. It is updated in real-time as we get new information.
“Enrichment Data” means the company level information we make available to you as part of the HubSpot Insights database. Enrichment Data does not include Personal Data. We do not use Customer Data to populate Enrichment Data. You’ll recognize Enrichment Data in the HubSpot CRM because it is flagged with a grey information icon (or highlighted in some other way), which on hover, identifies the property as being filled from HubSpot’s Insights database. These properties may include information such as company name, company location, and company address.
If we make Enrichment Data available to you, then you may only use that Enrichment Data in connection with your use of the Subscription Service. We may change what Enrichment Data we provide, or discontinue providing Enrichment Data at any time with or without notice to you.
4.6 Calling via the Subscription Service
You agree to comply with all applicable laws, rules and regulations relating to telephonic communications. Your use of the calling feature within the Subscription Services is limited to the number of minutes included in your Subscription Service. We do not guarantee the availability of our calling feature in any or all geographical areas. If you are interested in obtaining a list of countries to which we currently offer calling, please contact our Support team. We may update this list at any time without notice to you. We may also disable your ability, or charge you a fee, to make calls to certain countries if we choose to, even if we generally offer calling to these countries. One reason we may do this is if you are making a disproportionate or excessive number of calls to these countries.
4.7 Call Recording
You agree to comply with all applicable laws, rules and regulations relating to the recording of phone calls or other electronic communications. You also agree to obtain proper consent to record phone calls prior to making any recordings as required by applicable law. While the HubSpot calling tool includes features to help you comply with call recording laws, we make no representation or warranty with respect to these features. You may use HubSpot tools to record your calls or to import call recordings from another source. You agree to be responsible for any content and communications exchanged on calls. You represent and warrant that you have obtained all necessary rights to share such content and communications with us and allow us to process and use them to provide the Subscription Service to you.
4.8 Connect your WhatsApp Business account to the conversations inbox
The terms in this Section apply to your use of your WhatsApp Business account as a channel in the conversations inbox. If you connect your WhatsApp Business account to the conversations inbox, you also agree to WhatsApp’s Business Solution Terms available at https://www.whatsapp.com/legal/business-solution-terms/.
If you connect your WhatsApp Business account to the conversations inbox, (i) you agree that Meta Platforms, Inc. (“Meta”) will function as a Sub-Processor under the DPA, and (ii) if your Customer Data is hosted outside of the United States, you agree Meta will be an Exclusion as detailed in the HubSpot Regional Data Hosting Policy available at https://legal.hubspot.com/hubspot-regional-data-hosting-policy.
Please note, we do not guarantee the availability of this feature in any or all geographical areas where WhatsApp is offered. Your use of this feature may, from time to time, be affected by full or partial outages caused by WhatsApp and/or Meta. While we do not assume any responsibility for the results of these outages, we will investigate them in a timely manner to the extent feasible. HubSpot may notify you of these outages at its sole discretion, but is not obligated to do so.
4.9 Beta Services
If we make beta access to some or all of the Subscription Service (the “Beta Services”) available to you (i) the Beta Services are provided “as is” and without warranty of any kind, (ii) we may suspend, limit, or terminate the Beta Services for any reason at any time without notice, and (iii) we will not be liable to you for damages of any kind, except in respect of losses that cannot be legally limited or excluded under law, related to your use of the Beta Services. For all Beta Services, the HubSpot Beta Terms available at https://legal.hubspot.com/hubspot-beta-terms also apply. If we inform you of additional terms and conditions that apply to your use of the Beta Services, those will apply as well. We might require your participation to be confidential, and we might also require you to provide feedback to us about your use of the Beta Services. You agree that we own all rights to use and incorporate your feedback into our services and products, without payment or attribution to you.
4.10 Third Party Sites and Products
You can choose to integrate Third Party Sites and Products with the Subscription Service. We are not responsible for any Third-Party Sites and Products or for any issues arising from or related to the Third Party Site or Product. The availability of any integration to a Third-Party Site or Product does not mean we endorse, support or warrant the Third-Party Site or Product.
5. SERVICE UPTIME COMMITMENT
5.1 For the purposes of this 'Service Uptime Commitment' section, the following definitions will apply:
"Downtime" means a critical full outage/severe issue that constitutes a catastrophic problem causing complete inability to use the Subscription Service, excluding Free Services, across a significant portion of the production environment (e.g. crash or hang), resulting in production downtime and where there is no workaround or solution to the problem.
"Excluded" means the following: (i) unavailability caused by circumstances beyond our reasonable control, including, without limitation, act of God, acts of government, emergencies, natural disasters, flood, fire, civil unrest, acts of terror, strikes or other labor problems (other than those involving our employees), or any other force majeure event or factors; (ii) any problems resulting from Customer's combining or merging the Subscription Service with any hardware or software not supplied by us or not identified by us in writing as compatible with the Subscription Service; (iii) interruptions or delays in providing the Subscription Service resulting from telecommunications or internet service provider failures outside of our datacenter as measured by our third party website availability monitoring provider; (iv) any interruption or unavailability resulting from the misuse, improper use, alteration, or damage of the Subscription Service; and (v) unavailability while we perform maintenance on the Subscription Service when necessary, in HubSpot’s sole, reasonable discretion.
"Service Uptime" means (total hours in calendar month - Excluded duration - Downtime duration) / (total hours in calendar month - Excluded duration ) x 100% = Service Uptime.
5.2 We will use commercially reasonable efforts to meet a Service Uptime of 99.95% for our Subscription Service in a given calendar month. All availability calculations will be based on our system records. Notwithstanding anything to the contrary in this Agreement, as Customer's sole and exclusive remedy for failure to meet Service Uptime commitments, in the event there are two (2) or more consecutive calendar months during which the Service Uptime falls below 99.95% in a given calendar month, Customer will be entitled to receive a credit equal to the pro-rated amount of fees applicable to the downtime as measured within two (2) or more consecutive calendar months during which the Service Uptime fell below 99.95%. The credit will be applied against an invoice or charge for the following renewal Subscription Term, provided Customer requests such credit within twenty (20) days of the end of the relevant calendar month in which HubSpot did not meet the Service Uptime of 99.95%. Notwithstanding anything to the contrary in the Agreement or this section, this 'Service Uptime Commitment' section does not apply to our Free Services.
6. CUSTOMER SUPPORT
If you pay us a Subscription Fee for our Starter edition products, you can select from support options available in-app, at no additional cost. If you pay us a Subscription Fee for our Professional or Enterprise edition products or have purchased the HubSpot CMS, phone, email and in-app support is included at no additional cost.
6.1 Phone Support
Phone support for Professional or Enterprise edition subscriptions is available from 8pm Sunday to 8pm Friday EST (Eastern Standard Time). Please note, these hours will be reduced i) during holidays in Singapore, Ireland, and the US; and ii) in all locations during HubSpot’s company-wide designated week of rest. We accept email and in-app support questions 24 hours per day x 7 days per week. Email and in-app questions can be submitted through the help widget in the lower right hand corner of your account or by going to our help page at http://help.hubspot.com.
6.2 Email and In-app Support
Email and in-app responses are provided during phone support hours only. We attempt to respond to email and in-app support questions within one business day; in practice, our responses are generally even faster. We do not promise or guarantee any specific response time. We may limit or deny your access to support if we determine, in our reasonable discretion, that you are acting, or have acted, in a way that results or has resulted in misuse of support or abuse of HubSpot representatives.
6.3 Support Limitations
Issues resulting from your use of API's or your modifications to code in the Subscription Service may be outside the scope of support. We will only provide support for integrations which are listed in-app as being supported by HubSpot.
6.4 Free Services
If you do not pay a Subscription Fee, support is available to you through the HubSpot Community available at community.hubspot.com.