5 minutes
Support Service Level Agreement (SLA)
Hubstaff provides customer support 24 hours per day, 5 days per week.
- Support hours: Support is available 24 hours/day, 5 days/week. 5:00 PM EST → Friday 5:00 PM EST
- Support channels: Email, Live Chat, Knowledge Base, Virtual Agent
- Response times depend on your plan
Below are the Hubstaff first response times by plan.
| Plan | First response time (email) | Live chat response |
|---|---|---|
| Starter | Within 48 hours | Not included |
| Grow | Within 24 hours | Not included |
| Team | Within 24 hours | Under 1 minute |
| Enterprise | Within 2 hours | Under 1 minute |
What does “first response time” mean?
First response time is the amount of time it takes for a Hubstaff support agent to reply to your initial request.
It does not mean your issue will be fully resolved within that time. Resolution time depends on the complexity of the issue.
Example of how response time works
Example:
A Starter plan customer submits a request on Monday at 10:00 AM EST.
Their first response will arrive by Wednesday at 10:00 AM EST (within 48 hours), as long as it falls within support hours.
Which plans receive the fastest support?
Higher-tier plans receive faster response times.
- Enterprise customers receive the fastest support:
- Email response within 2 hours
- Live chat response in under a minute
Lower-tier plans have longer response times based on plan level.
What support channels are available?
You can get Hubstaff support through:
- Email / ticket support
- Live chat (Team and Enterprise plans)
- Knowledge Base articles
- Virtual support agent (chatbot)
What if I don’t receive a reply within the SLA?
If you believe your request has exceeded the expected response time:
- Check your spam or junk folder
- Confirm the request was successfully submitted
- Reply to the original ticket to bump the thread
- Contact support again through chat (if available on your plan)
Enterprise customers may also contact their Customer Success Manager for escalation.
When do SLA response times apply?
SLA response times apply:
- During official support hours only
- After the ticket is successfully received by Hubstaff
- Under normal support conditions
Response times may be affected during:
- High ticket volume periods
- System-wide incidents or outages
- Requests that require engineering investigation
Definitions
- First response time: Time for a support agent to send the first reply
- Resolution time: Total time to fully solve the issue
- Support hours: Sunday–Friday coverage window
- SLA (Service Level Agreement): The expected response time based on your plan