Contact HubSpot's Premium Support

If you have purchased HubSpot's Premium Support, you have access to a dedicated specialist team. This guide outlines how to contact Premium Support through chat, email, and phone. It also explains the response times (SLAs) for different channels and types of issues, including business-critical issues.

Premium Support channels

As a Premium Support customer, you have access to the dedicated support channels listed below, which are only available in English:

• Premium chat: web chat in real time with a Premium Support Specialist.
  
• Premium email support: request email support from a Premium Support Specialist.
• Premium phone support: speak directly with a Premium Support Specialist over the phone.

Response times (SLAs) for Premium Support

Please note: you can submit in-app email support questions 24 hours a day, 7 days a week. Guaranteed response times are subject to the Response Time Exceptions.

Premium Support offers guaranteed response times for email tickets, with specific SLAs for standard and business-critical issues when submitted by a Super Admin. For tickets submitted by ​​non-admin users, ​​we don't guarantee response times, but we aim to respond within one business day. Below are the response times designated Super Admins can expect:

• Standard email tickets: Super Admins will receive a guaranteed first response within 1 hour. 
• Business-critical email tickets: for issues identified as business-critical, Super Admins will receive a guaranteed first response within 30 minutes.

Identifying business-critical issues

Business-critical issues

These are issues that have very serious consequences for your normal business operations. They may include (but are not limited to) disruptions to your core business processes, resulting in failure to complete urgent work, loss of revenue, or risks to data integrity. Some examples of business-critical issues include:

• The majority or all users are completely unable to log in or access HubSpot or essential tools. 
• A system-wide outage or disruption that prevents core business operations or a time-sensitive launch. 
• Widespread inability to access CMS content, affecting multiple teams or the entire organization. 
• A critical data loss or ‌security breach that could compromise customer or company information. 

Non-business-critical issues

Although these issues are important, they don't have a broad impact on your organization or don't pose a risk to revenue, security, or widespread availability. Some examples of non-business-critical issues include:

• Errors or issues affecting only a single user or a small group of users. 
• General questions or requests that are time-sensitive, but don't involve a service disruption or loss of functionality.
• Minor or surface-level issues that don't prevent regular use of the platform or tools. 
• Requests for information or non-urgent configuration changes. 

Contact Premium Support

To contact HubSpot's Premium Support:

1. In your HubSpot account, at the top right, click the question help icon in the main navigation bar.
2. In the Ask a question field, enter your question.
3. If you're unable to resolve your issue with the resources provided, contact Premium Support. At the bottom of the dialog box, click Contact us.

4. Choose from the dedicated Support channels included in your Premium Support package.

• • Premium chat: web chat in real-time with a Premium Support Specialist. 
  • Premium email support: request email support from a Premium Support Specialist. 
  • Premium phone support: request a call-back from a Premium Support Specialist by clicking Call back assistance. Generally, you'll receive a call within five minutes. Or you can call directly the dedicated Premium Support phone number at the bottom of the dialog box. 

5. Enter your details. 

• • If you’re a Super Admin contacting Premium email support for a business-critical issue, select the Business critical issue checkbox. 

6. Then click Send message or Submit.