We understand that interruptions to your HubSpot Connector hinder productivity and disrupt your internal workflows. Our Service Level Agreement (SLA) for HubSpot Connector customers guarantees a 99.90% monthly uptime.
Downtime
"Downtime" is based on the number of minutes the Kongo Integration Platform was unavailable. If the Kongo Integration Platform is down, we use server and application monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests.
Each month, we add "downtime" periods together to calculate the overall monthly "downtime period".
Certain scenarios don’t count towards downtime. Examples:
- Issues affecting your HubSpot Connector that are related to external apps or third parties (For example HubSpot or Dynamics 365.)
- "Scheduled Downtime" for maintenance
Uptime
"Monthly Uptime" is the percentage of total possible minutes your HubSpot Connector was available.
Total possible minutes – downtime minutes = monthly uptime
Scheduled downtime
If scheduled downtime is necessary, we’ll give 72 hours advance notice. In a calendar year, scheduled downtime won’t exceed 3 hours and will be conducted outside normal AEST/AEDT business hours.
Support Inclusions
Troubleshoot Data Sync Inconsistencies
Kongo's support desk will investigate any reported data inconsistencies and report
Reconfigure HubSpot CRM
Kongo's support desk will assist reconfiguring HubSpot's CRM should this be identified as the cause of reported incident.
Remap Data Properties
Kongo's support desk will assist remapping integrated data properties should this be identified as the cause of reported incident.
Automated Email Notifications for Failed Sync Actions
Kongo's HubSpot connectors allows system warning notifications to be sent by email to a list of users in the event of a system exception or sync error.
Support Methods
Ticket Status Definitions
- Open: Your ticket is properly submitted and is awaiting review by a Kongo team member.
- In progress: Your ticket has been opened and is currently under review.
- Customer Reply: Your response to the ticket is awaiting Kongo review.
- Answered: Kongo has responded to your ticket and it is awaiting your reply.
- Closed: Your ticket has been completed.
Ticket Support
The ticketing system is the primary method of support and it allows the Kongo Support Team to work through issues quickly and efficiently. Tickets can be submitted through your Kongo Client Area, and you can respond to tickets by simply replying to the resulting emails.
Phone Support
Our telephone support is used primarily to explain and expand upon ticket responses to clients. If a technical response is given by Kongo, we encourage the client to call in and get a verbal explanation.
Client Owned Communication and Collaboration Platforms
Where requested and agreed, Kongo may join client-owned communication and collaboration platforms, such as Microsoft Team or Slack.
Ticket response Time Guarantee
We guarantee you will not have to wait more than 3 hours for a response to HubSpot Connector technical support tickets raised between 8am and 6pm Monday to Friday AEST/AEDT.
Tickets raised outside of these times are generally responded to within 12 hours, inclusive of weekends.
Credit
What happens if we fail to deliver?
If we fail to deliver on our uptime guarantee we will credit your account with 100% of your monthly service fee for the month in which the downtime occurred.
If we fail to deliver on our ticket response time guarantee, we will credit your account with 100% of your monthly service fee for which you are requesting support for.