Hubhus Service Policies

General conditions for accessing and using the Hubhus platform (Version 1.1, 8 September 2026). Covers agreement structure, customer responsibility, termination, Data Act switching and export, fees, support, data protection, liability, and governing Danish law.

Platform availability targets (99.5% monthly), planned and emergency maintenance procedures, incident priority levels (P1–P4), support hours, and limitations. These are operational targets, not contractual guarantees.

Documentation of Hubhus' technical and organisational measures for GDPR compliance. Covers data processing, sub-processors (CuraNet and Hetzner Online GmbH), EU/EEA storage, access controls, breach handling, and employee security procedures. Signed by Hubhus ApS CEO, May 2026.

Register of data and digital assets customers can export from Hubhus under Article 26 of Regulation (EU) 2023/2854 (the EU Data Act). Covers REST API, Excel export, and bulk file export on request - including known limitations and exclusions.

Notice under Article 28 of the EU Data Act on EU-only ICT hosting (Curanet and Hetzner), jurisdiction under EU and Danish law, and how third-country government requests for non-personal data are assessed before any disclosure.

Standard tickets: first response within 1 business day. Business hours Mon–Fri 09:00–16:00 CET. Urgent issues (system down, leads not received): flag with "URGENT" in subject line.

Describes what is included in standard support at no charge, and what constitutes billable work (setup, configuration beyond standard use, custom development).

Guidelines for reasonable use of support resources. Ensures all customers receive fair and timely assistance.

All features built by Hubhus are released to all customers — no exclusivity. Paid development means buying prioritisation on the roadmap, not a private feature. Free feature requests follow standard roadmap order with no timeline guarantee.

Terms and responsibilities for custom code, integrations, and logic built specifically for individual customers. Covers ownership, maintenance, and limitations.