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Partner Terms & Conditions

Thank you for considering our Expert Support Solution—a flexible, scalable credit based support solution designed to deliver real-time, in-app assistance, expert troubleshooting, tailored training, and implementation services for your Supered or HubSpot environment and any integrated technologies.
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This agreement becomes effective upon execution and receipt of the initial recurring payment. Upon activation, our team will commence the provision of services.
 
All ongoing support activities—including credit management, service plan modifications, and renewal processes—will be governed by the terms set forth herein and supplemented by the applicable provisions of the Client’s Master Services Agreement (“MSA”)

Terms and Conditions

The Expert Support Solution provides on-demand support for HubSpot and related technology via a credit-based system accessible through the Supered Chrome Extension (“Sidekick”).
 
This agreement is effective for a period of twelve (12) months beginning on the date of the acceptance of these terms & conditions.
 
Unless either party provides written notice of non-renewal at least thirty (30) days prior to the expiration of the then-current term, this agreement shall automatically renew for successive twelve (12) month periods.

Credits

Categories

All support requests submitted under this agreement will be assigned to one of the standard categories listed below. 
If a request falls outside of these predefined categories, the required number of credits will be estimated and communicated to the Client in advance. The following serves as a general guideline for credits allocation:
  • Team Member Onboarding (0.5+ Credits) – Configuration of onboarding materials and assignment of action plans for new hires.
  • Question (0.1+ Credit) – Basic troubleshooting or quick assistance. Completed offline. May be upgraded to a full ticket if the request results in the development of training material.
  • Development of Supered Assets & Maintenance (1+ Credit) – Creation or upkeep of custom Cards, Action Plans, Demo’s, etc tailored to the Client’s systems and processes.
  • Meetings (2+ Credits) – Scheduled strategy, planning, or execution sessions with the support team.
  • Package Deployment & Customization (2+ Credit) – Whether you’re rolling out the Accelerator, Surge, or a custom bundle of assets, we’ll help you implement and adapt it across your client accounts.
  • Template & Asset Development (2+ Credits) – Build or refine your Supered assets—Action Plans, Bases, Cards, Pop-Ups, Updates, and Process Rules—tailored to your business model and client journey.
  • Strategy/Optimization (Variable Credits) – Identify the quickest path to ROI and build a plan to scale adoption, internal efficiency, and client impact. An estimated ticket cost will be provided prior to initiation, and the final ticket count will be confirmed before exceeding the initial estimate.
  • Work Order (Variable Credits) – Includes, but is not limited to, data management, break/fix tasks, and implementation of optimization measures. Estimates will be shared in advance, and the final ticket usage will be confirmed before exceeding any previously communicated scope.
  • Account Setup & Configuration (Variable Credits) – Get help setting up your own Supered instance or deploying accounts for clients—homepage layouts, permissions, branding, and structure.

 

Discretion and Transparency

The agency reserves the right to adjust credit values for complex or non-standard requests. Any request that does not align with the categories above will be reviewed and scoped based on complexity. In such cases, the Client will receive a credit estimate in advance. The Client will be notified prior to any credit overages or if the scope of a request is projected to exceed the original estimate.

 

Credit Volume Adjustments

  • Reduction in Credit Volume: Requests to reduce the number of credit allocated under this agreement must be submitted in writing no less than fourteen (14) days prior to the next scheduled billing date. Reductions will take effect in the subsequent billing cycle.
  • Increase in Credit Volume: Increases to the credit allocation may be requested at any time and may be applied as either a one-time purchase or a permanent adjustment to the Client’s recurring allocation. Such changes will be invoiced accordingly and incorporated into the credit management system upon confirmation.
 

Credit Validity and Expiration

Credit are valid for a period of thirty (30) days from the date of issuance. Unused credit will expire at the end of the thirty (30) day period and will not roll over to subsequent billing cycles.
The Client is responsible for monitoring their credit usage. It is recommended that adjustments to credit volume be requested proactively to ensure alignment with ongoing support needs.
Credit are non-refundable and must be used within the validity window unless otherwise agreed in writing.
 

Billing and Payment

  • Payment Requirement: Payment for Credit allocations is due at the beginning of each billing cycle. No services will be rendered for a new cycle until payment is received.
  • Billing Cycle Definition: The billing cycle commences on the date [Client.Company] submits the initial recurring payment and recurs on that same calendar day of each subsequent month (or billing interval, if otherwise specified).
  • Late Payment & Suspension of Services: If payment is not received within fifteen (15) days of the billing due date, [Consultant.Company] reserves the right to suspend services until payment is received in full. Suspension does not relieve [Client.Company] of its payment obligations under this agreement.
    • Reinstatement of suspended services may require a payment in full of all past-due amounts and may be subject to a reactivation fee at the [Consultant.Company]’s discretion.

User Responsibilities & Support Limitations

 

Supered Account & Access Requirements

Access Requirements
  • Access to in-app support services under this agreement requires installation and active use of the Supered Chrome Extension (the “Sidekick”).
  • The Client is responsible for ensuring all designated users maintain access to a compatible environment to support its use.
 

Client Responsibilities

Access and System Prerequisites
  • The Client shall ensure that all required administrative access credentials, API permissions, and relevant tool integrations (including, but not limited to, Supered or HubSpot and any third-party systems) are granted in full prior to submitting requests for implementation, configuration, or other technical services. 
  • Delays in granting access may result in deferred service timelines for which the Agency shall bear no liability.
 
Request Submission Protocol
  • All service and support requests, including but not limited to account configuration, automation setup, reporting modifications, and troubleshooting, must be submitted through the designated credit platform (the “Sidekick”). 
  • Requests submitted through informal channels (e.g., email, messaging platforms, or meetings) may be acknowledged at the Client’s discretion but shall not be considered valid for service delivery unless properly logged via the crediting system.
 
Client-Induced Errors and Remediation
  • The Client is solely responsible for actions taken by its authorized users. If an error or disruption arises due to Client-side activity—such as the deletion of data, misconfiguration of settings, or alteration of workflows—the Agency shall not be obligated to remediate the issue unless additional support credit are allocated to cover the scope of the resolution.
  • Under no circumstances shall the Agency be liable for loss of data or system functionality caused by actions taken by the Client’s internal users or third-party contractors.

Intellectual Property & Data Ownership

 

Client-Owned Deliverables (Custom Work)

All work product, materials, configurations, documentation, and training content developed by the Agency exclusively for the Client and tailored to Client’s specific business requirements (“Client Deliverables”) shall be the sole and exclusive property of the Client.
 
This includes unique business processes, custom workflows, HubSpot configurations, implementation documentation, and training content developed specifically for the Client’s internal use. The consultant reserves the right to generalize and reformat non-client process specific action plans, trainings, and any other assets developed for reutilization across other client accounts or for internal use unless otherwise stated in writing.
 
The Agency retains all right, title, and interest in and to the Clients deliverables, including any intellectual property rights therein.
 

Agency-Owned Intellectual Property (Templates, Frameworks, and Knowledge Base Content)

The Agency retains all right, title, and interest in and to any and all pre-existing materials, tools, templates, code, documentation, know-how, methodologies, processes, and frameworks, whether developed prior to or independently of the services provided to the Client’s (“Agency IP”). This includes materials drawn from the Agency’s internal knowledge base or used in multiple Client engagements, even if such materials are used in connection with the Client Deliverables.
 
To the extent any Agency IP is incorporated into the Clients deliverables, the Agency
hereby grants the Client a non-exclusive, non-transferable, royalty-free license to use such Agency IP solely as part of the Client Deliverables, and solely for the Client’s internal business operations.
 

Confidentiality and Exclusion from Shared Materials

Under no circumstances shall any Client Confidential Information—including sensitive business data, unique configurations, or proprietary internal processes—be shared, disclosed, or reused by [Consultant.Company] in any form without [Client.Company]’s prior written consent.
 
Any use of shared frameworks, templates, or materials across engagements will be sufficiently abstracted and will never contain Client-identifiable information.

 

Reuse & Public Use of Solutions

Generalized Reuse
The Agency may abstract and reuse elements of solutions, configurations, or strategies developed in the course of delivering services to the Client, provided that:
 
  • No Client Confidential Information is used or disclosed;
  • No uniquely developed Client Deliverables are reused; and
  • All reused content is de-identified, non-attributable, and sufficiently generalized.
 
This right is essential to the Agency’s ability to improve its service offerings and support multiple clients efficiently.
 
Marketing and Demonstration Use
 
Unless the Client provides written notice to opt out, the Agency may reference non-confidential and non-proprietary aspects of the services or deliverables in case studies, portfolios, training, or promotional materials.
 
Any written request for removal or exclusion will be honored promptly and without penalty or impact to the remaining terms of this agreement.

Service Availability & Response Times

 

Support Hours

Support services are available during the Agency’s standard business hours: Monday through Friday, 9:00 AM to 5:00 PM Central Standard Time (CST), excluding U.S. federal holidays and any scheduled maintenance windows, which will be communicated in advance.
 
Response Time Guidelines
the Agency will respond to support requests submitted through the designated crediting system according to the following general timelines:
  • Standard Credit: Initial response within twenty-four (24) to forty-eight (48) business hours
  • Work Orders & Strategy Requests: An estimated timeline for delivery will be provided upon review of the request
  • Emergency Requests: Subject to availability; may incur additional credit usage or expedited service fees, which will be communicated and must be approved by the Client prior to commencement
 
These timelines represent target response times, not guaranteed service-level commitments, and may vary depending on request volume, credit complexity, and the Client’s responsiveness.
 
The Agency shall not be liable for any delays in service resulting from factors outside its reasonable control, including delays caused by the Client’s failure to provide necessary access or approvals.

Cancellation & Termination Policy

Client Cancellation Policy

  • The Client may terminate their subscription to the Expert Support Solution by providing the Agency with no less than thirty (30) days’ prior written notice of termination (“Termination Notice”). The effective date of termination shall be thirty (30) calendar days following the Agency’s receipt of the Termination Notice, unless a later date is specified therein.
  • All unused support credit as of the effective termination date shall remain valid for a period of thirty (30) calendar days from the date of termination, after which they shall automatically expire. Unused or expired credits are non-refundable, non-transferable, and may not be credited toward future services unless otherwise agreed to in writing.

No Waiver of Payment Obligations

Termination under this section does not relieve the Client of any outstanding payment obligations incurred prior to the effective date of termination, including fees for active user licenses, unbilled credits usage, or other amounts due under this agreement.

The Agency’s Termination Rights

Termination for Cause the Agency may terminate this Agreement immediately upon written notice to the Client if any of the following events occur and are not remedied within the applicable cure period:
  • (a) Payment Default: The Client fails to pay any undisputed amount due under this Agreement within fifteen (15) days of the due date, and such failure is not cured within five (5) business days following written notice from the Agency.
  • (b) Misuse of Services: The Client engages in repeated or materially unreasonable use of the support services that substantially interferes with the Agency’s ability to provide services to the Client or other clients, and fails to cure such misuse within five (5) business days of receiving written notice.
  • (c) Access Deficiency: The Client fails to provide or maintain the necessary access to the Supered platform and any required tool integrations essential for service delivery, and such deficiency is not cured within five (5) business days of written notice from the Agency.
 
Termination under this section shall be without prejudice to any other rights or remedies available to the Agency under this Agreement or applicable law.

Termination for Convenience

The Agency may terminate this Agreement for any reason, or no reason, by providing the Client with at least thirty (30) days’ prior written notice.
In the event of termination for convenience:
  • Unused support credit as of the effective date of termination shall remain valid for a period of thirty (30) days, after which they shall automatically expire unless otherwise agreed in writing;
  • Termination shall not relieve the Clint of its obligation to pay for services, credit, or licenses incurred or used prior to the effective date of termination;
  • All license rights granted under this Agreement shall terminate upon the effective date of termination, unless otherwise provided in a separate licensing agreement.