Power BI Connector for HubSpot
Metrica Software Inc.
Last Updated: June 10th, 2026
This Service Level Agreement (“SLA”) describes the support and maintenance commitments that Metrica Software Inc. (“Metrica”, “we”, or “us”) provides for the Power BI Connector for HubSpot (the “App”) during a paid Subscription Term. This SLA supplements, and is governed by, the End User License Agreement for the App (the “EULA”). Capitalized terms not defined here have the meanings given in the EULA. In the event of a conflict between this SLA and the EULA, the EULA controls except as to the specific support and maintenance commitments set out here.
This SLA applies only during a paid Subscription Term and does not apply to any Free Trial or to free or evaluation use of the App.
1. SCOPE #
The App operates within your own HubSpot Subscription Service and Microsoft Power BI environments. Metrica does not host a service that processes your HubSpot Data, and accordingly this SLA covers support and maintenance of the App software, not the availability or uptime of any Metrica-hosted service. Availability of the underlying platforms (such as the HubSpot Subscription Service, its APIs, and Microsoft Power BI) is the responsibility of those providers and is outside the scope of this SLA, as described in Section 6.
2. DEFINITIONS #
“Business Hours” means [9:00 a.m. to 5:00 p.m.] [Eastern Time], Monday through Friday, excluding U.S. federal public holidays and any additional holidays Metrica observes, which Metrica may post on its support site from time to time.
“Support Request” means a request submitted by an Authorized Contact through a designated support channel reporting a problem with, or question about, the App.
“Initial Response” means Metrica’s first substantive acknowledgment of a Support Request, including assignment of a Severity Level and, where possible, initial troubleshooting guidance. An Initial Response is not a guarantee of resolution.
“Authorized Contact” means an individual you designate as authorized to submit Support Requests on your behalfю
“Severity Level” means the classification of a Support Request as defined in Section 4.
“Workaround” means a temporary means of restoring substantial functionality of the App pending a permanent fix.
3. SUPPORT CHANNELS AND HOURS #
3.1 Channels. Support is available by email at support@metricasoftware.com and through any support portal Metrica designates on this page: https://metricasoftware.com/docs/hubspot/contact-support-hubspot/ .
3.2 Hours. Metrica provides support during Business Hours. Support Requests received outside Business Hours are treated as received at the start of the next Business Hours period.
3.3 Authorized Contacts. Authorized Contacts are individuals whose email address uses the Licensed Domain – that is, the same internet domain as the email address associated with your license or purchase record for the App. Metrica may require that Support Requests be submitted from an email address on the Licensed Domain, and may decline to act on, or apply additional verification to, Support Requests received from other addresses. Where your license or purchase email uses a generic or public email domain (for example, a free webmail provider), Metrica may instead verify authorization by other reasonable means.
3.4 Language. Support is provided in English.
4. SEVERITY LEVELS #
Metrica assigns a Severity Level to each Support Request based on the criteria below, acting reasonably and in good faith and taking into account information you provide. You may request reclassification, and Metrica will not unreasonably refuse.
5. RESPONSE TARGETS #
The following are target Initial Response times, measured during Business Hours from receipt of a properly submitted Support Request. They are targets for first acknowledgment and triage, not guarantees of resolution time. Resolution times depend on the nature of the issue and any dependency on third-party platforms.
Metrica will use commercially reasonable efforts to resolve Support Requests but does not guarantee that every issue can be resolved, particularly where the cause lies in a third-party platform, your environment, or your configuration.
6. MAINTENANCE AND UPDATES #
6.1 Compatibility Maintenance. During a paid Subscription Term, Metrica will use commercially reasonable efforts to maintain the App’s compatibility with generally available, supported versions of the HubSpot Subscription Service (including its APIs) and Microsoft Power BI, and to release updates as reasonably necessary to keep the App functioning materially in accordance with the Documentation.
6.2 Scheduled Maintenance. Where Metrica performs maintenance that is expected to interrupt the App, Metrica will use commercially reasonable efforts to provide advance notice of 24 hours and to schedule such maintenance outside Business Hours where practicable.
6.3 Emergency Maintenance. Metrica may perform emergency maintenance (for example, to address a security issue) without prior notice and will notify affected subscribers as soon as practicable.
7. EXCLUSIONS #
This SLA does not apply to, and Metrica is not responsible for, any issue, interruption, or degradation arising from: (a) the unavailability, degradation, outage, throttling, deprecation, or change of the HubSpot Subscription Service, its APIs, Microsoft Power BI, or any other third-party platform, service, or network on which the App depends; (b) your environment, configuration, network, equipment, credentials, or connectivity; (c) your failure to maintain a valid HubSpot Subscription Service or Power BI license; (d) use of the App other than in accordance with the Documentation, the EULA, or the HubSpot Terms; (e) modifications to the App not made or authorized by Metrica; (f) use of a non-current version of the App where the issue would have been avoided by use of a current version made available to you; or (g) force majeure events or other factors outside Metrica’s reasonable control. This Section 7 mirrors and supplements Section 3.3 of the EULA.
8. CUSTOMER RESPONSIBILITIES #
To enable Metrica to provide support, you will: (a) submit Support Requests through a designated channel with sufficient detail to identify and reproduce the issue (including steps, screenshots or logs, and the affected configuration); (b) reasonably cooperate with Metrica’s troubleshooting, including testing proposed Workarounds and fixes; (c) maintain supported versions of the HubSpot Subscription Service and Power BI; and (d) keep your App version current.
9. REMEDIES #
This SLA states support and maintenance targets and does not provide for automatic service credits. If the App fails to perform materially in accordance with the Documentation during a paid Subscription Term, your exclusive remedy is as set out in the Service Warranty section of the EULA (Section 8.1): Metrica’s commercially reasonable efforts to correct the non-conformity or, failing that, termination of the affected subscription and a pro-rata refund of prepaid fees for the affected period. Any refund or credit is processed in accordance with the billing arrangements applicable to your purchase, including through the HubSpot App Marketplace where applicable.
10. CHANGES TO THIS SLA #
Metrica may update this SLA from time to time for future Subscription Terms. The version in effect when you purchase or renew governs that term. Material reductions in the support commitments will not take effect during your then-current paid Subscription Term.
11. CONTACT #
Support and questions regarding this SLA: support@metricasoftware.com
