What to do if you need to amend your pre-agreed onboarding schedule.
When you can't attend a planned session but the wider team can
Don't worry if your plans change or something unexpected comes up that means you can no longer make your pre-planned onboarding session - we understand these things happen.
If you are part of a wider team and the rest of the team can attend, then the session should go ahead as planned in your absence. We record all of our onboarding calls and you will be able to catch up on the recording at a later time.
If you are able to inform your dedicated Consultant ahead of the session, it may be possible to adapt the content of the call so that you don't miss something important to your role.
When nobody is able to attend the planned session
If you and your wider team are no longer able to attend, please let your consultant know as soon as possible and we will do everything we can to move your call to a more convenient time. Please be aware that our Consultants have multiple clients and very busy diaries, so it may not always be possible to provide an alternative slot. If this is the case, we will let you know and will record you a video guide covering the topics we would have otherwise discussed on the call.
If we have an onboarding session planned in the diary and we are not informed prior to the session that you are not able to make it, then please be aware that you will not be compensated for the session not proceeding as planned.
When you need to significantly amend your planned onboarding schedule
Please plan your onboarding period carefully, when you are discussing onboarding with us during the sales process we will check that you are starting the project at a time where you are able to focus on the implementation and when the project is unlikely to be interrupted.
Note that we are not usually able to offer pauses or delays (over 1 week) to onboarding plans, also a delay of a week or more would usually be a red flag for us that effective implementation is at risk. This would not be a good use of your time or investment and our main goal is for you to see success with your HubSpot implementation.
If you do need to significantly amend your pre-agreed onboarding plan then please contact us immediately.