What's Included in Product Support, and How to Get Hands-On Help
For Cohortium, RocketPRM, and HubLMS customers. What's covered with your product, and how to get hands-on help when you need it.
What this guide covers
Your Cohortium, RocketPRM, or HubLMS product runs on top of HubSpot. That means there are two kinds of help you might need from us: keeping your product working the way it should, and building or changing things inside your HubSpot account. This guide explains what's included as support at no extra charge, and what we handle as a hands-on service, so you always know what to expect before you reach out.
A quick way to tell the difference
Are we fixing or explaining, or are we building or doing?
Fixing something that's broken, or explaining how a feature is meant to work, is included support.
Building, configuring, importing, reporting, training, or extending something on your behalf is hands-on work we handle as a service.
Another way to look at it: is your request about making the product work the way it was designed, or about building or changing something inside your HubSpot account? The first is included. The second is admin or consulting work.
The three kinds of help
Almost any request falls into one of three categories.
1. Included Support
At no extra charge. Fixing genuine bugs in your product, plus answering how does this feature work questions where the answer already lives in our knowledge base, onboarding materials, or recordings.
2. HubSpot Admin & Consulting
A paid service. Hands-on work inside your HubSpot account, whether it's for your product or simply to make HubSpot work better for your business. Workflows, lists, imports, reports, views, properties, strategy, and training beyond onboarding.
3. Product Enhancement
A paid, quoted project. When you'd like the product to do something it wasn't originally designed to do: new features, custom changes, integrations it doesn't support out of the box, or custom reporting.
Included Support, at no extra charge
After your onboarding wraps up, these are always covered. They're here so you can count on a broken product or a basic how-to question being handled, no questions asked.
What's included
- A genuine bug. The product isn't working the way it should. For example, HubLMS course completion not firing the certificate workflow, a RocketPRM partner tier displaying incorrectly, or your Cohortium directory not loading. Bugs are always covered.
- Diagnosing a setup issue and showing you the fix. If a course isn't redirecting to a certificate because the redirect field is blank, we'll identify the cause and point you to the right documentation or recording.
- Where do I find or set up this feature questions, answered by pointing you to existing documentation, onboarding materials, or a recording.
- Clarifying how an existing feature is meant to behave.
A note on setup fixes
We'll always show you the fix
If something is misconfigured, we'll diagnose it and point you to the exact place to correct it, along with the relevant documentation.
If you'd rather we make the change for you, we're glad to. That's hands-on admin work, handled as a service request or under an agreement.
Additional working or training sessions beyond your onboarding are also available as a service.
HubSpot Admin & Consulting (a service)
Hands-on work inside your HubSpot account. This applies whether the work is for your product or simply to make HubSpot fit your business better. If you'd like us to do it for you, it's a service.
Examples
- Building or editing workflow automation beyond what your product includes.
- Creating or modifying lists and segments.
- Importing data into HubSpot (beyond the one-time import included in your onboarding).
- Building or customizing reports and dashboards.
- Adjusting CRM record views, pipelines, board configurations, and property layouts so you can see the information you need.
- Creating custom properties or other setup to make HubSpot work for your business.
- Strategy work: engagement, lifecycle, segmentation approach, deliverability.
- Any training beyond your onboarding.
- Additional working or support sessions after onboarding.
- Can you just set this up for me requests. The hands-on doing, however small.
Product Enhancement (a quoted project)
This is when you'd like the product itself to do something beyond its core features. We'll quote it as a project or, where it fits, roll it into a service agreement, and where appropriate add it to our product roadmap.
Examples
- Can the product also do this for a feature it doesn't have today. We'll quote it or add it to the roadmap.
- Custom changes to how the product behaves.
- Integrations the product doesn't support out of the box.
- Custom reporting on your product data beyond what's included.
- Anything you'd like the product to do beyond its core features.
Included vs. a service: side by side
If you're not sure which side of the line a request falls on, these paired examples should help.
| Included support | Hands-on or custom work (a service) |
|---|---|
| Your certificate workflow stops firing on a correctly set-up course (a bug). | Building a new certificate and the automation behind it from scratch. |
| We tell you the redirect field is blank and point you to the doc. | We log in and correct the configuration for you. |
| We explain where course settings live in HubLMS. | We restructure your course setup to work a new way. |
| Your Cohortium directory isn't loading (a defect). | Adding a custom field or new view to your Cohortium directory. |
| Your RocketPRM partner tier shows the wrong label (a bug). | Building new partner tiers, lists, or automation logic. |
| We answer how an existing feature is meant to work. | A strategy session on improving partner engagement. |
| We point you to the onboarding recording on imports. | We perform the data import into HubSpot for you. |
Quick reference: included or a service?
These are the requests that come up most often, and how each one works.
| Your request | What to expect |
|---|---|
| Automation that was set up during onboarding stops working. | Included |
| You'd like new automation built to create a product experience. | Service (admin) |
| A standard product report is broken. | Included |
| You'd like a new or custom report built. | Service (admin) |
| The one-time import included in your onboarding. | Included |
| Any further imports into HubSpot. | Service (admin) |
| Something isn't working and it turns out to be a setup issue: we diagnose it and point you to the fix. | Included |
| You'd like us to correct that setup for you. | Service |
| You'd like the product to do something it wasn't built to do. | Service (quoted) |
| You'd like an extra working or training session after onboarding. | Service |
How to tell which kind of help you need
Walk your request through these four questions in order. The first yes is your answer.
- Is the product not working the way it should (a bug)? Included support.
- Is it a how does this work or where do I set this up question? Included support. We'll point you to the answer.
- Do you need us to build, import, report, configure, train, or make a change for you? A service: HubSpot Admin & Consulting.
- Do you want the product to do something it wasn't built to do? A quoted project: Product Enhancement.
Ways to get hands-on help
One-time request
$500 minimum includes up to 2 hours of work.
Best if you have an occasional, one-off need and don't expect to need ongoing help.
Dedicated service agreement
$1,000 / month includes up to 4 hours per month of implementation, admin, or fractional HubSpot admin work.
Best if you have steady, smaller needs and want an easy, ongoing way to get them handled, with room for us to be proactive on your account rather than only reactive.
Which option is right for you?
If you only need help once in a while, a one-time request keeps things simple.
If you find yourself wanting small changes regularly, the monthly agreement is usually the easier path: one predictable relationship instead of a new request each time, and it lets us stay ahead of things on your account. Not sure where your request falls? Just ask. We're always happy to help you figure out whether something is included or a service before any work begins, and there's never a charge for asking.