Discover Digital

HubSpot Subscription, Support and Consultancy

HubSpot SaaS subscription support and consultancy, covering onboarding, configuration, integrations, data migration, training and ongoing optimisation. Helps buyers implement and improve CRM, marketing and customer service workflows, reporting and automation. Subscription purchase can be arranged in line with buyer preference, alongside managed support and consultancy.

Features

• HubSpot subscription management and renewal support
• Onboarding, configuration and portal set-up
• CRM implementation across Marketing, Sales and Service Hubs
• Data migration planning and execution
• Integration with third-party systems via APIs and iPaaS
• User training, enablement and role-based guidance
• Workflow automation, pipelines, routing and SLAs configuration
• Reporting dashboards, attribution and analytics setup
• Ongoing optimisation, governance and adoption monitoring
• Support desk for incidents, requests and admin tasks

Benefits

• Faster HubSpot go-live with minimal disruption
• Higher CRM adoption and better data quality
• Clearer customer journeys across marketing, sales and service
• Reduced manual work through automated workflows
• Improved pipeline visibility and forecasting accuracy
• Better reporting on campaigns, activity and outcomes
• Consistent support, reducing downtime and admin burden
• Integrations reduce duplicate entry and errors
• Subscription procurement aligned to buyer preference
• Ongoing optimisation keeps HubSpot aligned to changing needs

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@discoverdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

527089165164875

Contact

G-Cloud Enquiries Team
0118 974 4736
info@discoverdigital.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre

  Advertising

  • Advertising Placement
  • Advertising Measurement
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: HubSpot is a third-party SaaS; vendor terms and packaging apply. Service delivery requires buyer admin access and data/integration availability. Support is remote, with hours and SLAs agreed at call-off.
• System requirements:
  • HubSpot account with appropriate user licences.
  • Supported browser: Chrome, Edge, Firefox, Safari.
  • Allow cookies and pop-ups for HubSpot domains.
  • Reliable internet connection for web-based access.
  • Email access for invitations, alerts and notifications.
  • Admin permissions to configure users, integrations and security.

User support

• Email or online ticketing support: Yes
• Support response times: We acknowledge support requests within 1 business day (Mon–Fri, UK business hours). Priority is agreed at triage, and we’ll provide an estimated resolution time once the issue is understood. For urgent incidents, we aim to respond within 4 business hours. Weekend and out-of-hours support can be agreed in advance where required.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Delivery is provided by named HubSpot consultants, led by a Delivery Lead. Buyers are assigned an Account Manager (acting as a Technical Account Manager) to coordinate onboarding, support and service reviews. Support requests are typically raised via Jira Service Management (and email), with phone support available for triage during UK business hours.; ; Standard support is included within the agreed subscription and support package and covers incident triage, guidance, minor configuration, and best-practice advice.; ; Enhanced support is available where buyers require additional capacity, proactive governance, or tighter response commitments. Enhanced support is priced as an agreed retainer and/or at our published day rates.; ; Implementation projects (configuration, integrations, migration, training, and optimisation) are scoped and costed separately, and may include a dedicated Project Manager where required, following the common partner delivery model used on Digital Marketplace
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We offer comprehensive onboarding support to help users start using HubSpot effectively.; Guided onboarding: Every project begins with a structured discovery and solution design phase where we understand requirements and configure HubSpot accordingly.; Training options: We provide flexible training including virtual sessions via video conference, onsite workshops at client premises (at additional cost), recorded training materials for future reference, and access to HubSpot Academy's extensive free online learning resources.; User documentation: Clients receive project-specific documentation including solution design documents, process guides, and user manuals tailored to their configuration. HubSpot also provides comprehensive product documentation through their Knowledge Base.; Ongoing support: Our support desk is available for questions and guidance. Account managers ensure best practice service standards throughout the engagement.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of the contract, buyers can extract their data directly from HubSpot using HubSpot’s standard export tools and administrative features. Data can be exported from HubSpot in common formats (for example CSV/XLSX), including CRM records and related configuration where supported.; ; Where required, data can also be extracted using HubSpot’s APIs and export endpoints, subject to the buyer’s HubSpot permissions and security controls.; ; Discover Digital can provide reasonable assistance to support data export and handover (for example advising on what to export, running exports with agreed admin access, and supplying files via a secure transfer method). Any support effort beyond standard offboarding can be provided as a chargeable professional service if requested.; ; After handover is confirmed, Discover Digital access to the buyer’s HubSpot tenant will be removed, and any extracted files held by Discover Digital for offboarding will be deleted in line with agreed retention arrangements.
• End-of-contract process: End-of-contract process; At contract end, we agree an offboarding plan with the buyer and confirm required outcomes, access arrangements, and timings. We support closure of open requests and ensure the buyer retains appropriate HubSpot administrator access. Where required, we provide guidance on extracting data using HubSpot’s standard export tools and documented options, so the buyer can retain records, reports and configuration information.; ; Included in the contract price; Standard offboarding and handover planning; service wrap-up call; closing or transitioning support tickets; confirmation of key contacts and admin access; guidance on standard HubSpot data export routes.; ; Additional cost (if required); Bespoke data extraction or transformation; complex migration to another system; support for third-party integrations and handover; extended support beyond contract end; additional consultancy, training, or documentation packs requested by the buyer.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile access is supported, but some functionality is reduced compared with desktop. The mobile experience is focused on day-to-day tasks and optimised for smaller screens. Administration, configuration and complex reporting are typically easier on desktop.
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Users access HubSpot via its web-based interface (browser) and HubSpot mobile apps. Discover Digital provides onboarding, configuration and managed support, including agreed admin changes, advisory, and incident or service request handling. Support requests are typically logged and tracked via our ticketing process, with updates shared through the buyer’s preferred channels (for example email and Microsoft Teams). HubSpot provides role-based access controls for users and administrators.
• Accessibility standards: EN 301 549
• Accessibility testing: Discover Digital has not carried out formal usability testing of the HubSpot user interface with assistive technology users, as the interface is provided by HubSpot. We support buyers with onboarding and managed administration, and we provide alternative support channels (email, phone, and agreed collaboration channels) to ensure users can access help if accessibility needs arise. Where required, we will work with the buyer to agree reasonable adjustments and accessible ways of working.
• API: Yes
• What users can and can't do using the API: HubSpot provides a comprehensive open API that enables extensive configuration and integration capabilities. Users can set up and manage contacts, companies, deals, tickets, and custom objects programmatically. The API supports data migration, enabling bulk import and export of records.; Users can make changes through the API including creating and updating CRM records, managing workflows and automation, configuring properties and pipelines, and managing user permissions. Bi-directional integrations with other business systems can be built using the API.; The API also supports webhook subscriptions for real-time event notifications, analytics data retrieval, and content management for websites hosted on HubSpot.; Limitations: Some administrative functions require portal access rather than API calls. API rate limits apply based on subscription tier. Certain features may require specific HubSpot subscription levels to access via API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our consultancy services can be customised to meet specific project requirements, commercial models, and delivery preferences.; What can be customised: Project scope and deliverables, engagement duration, delivery methods (remote, onsite, or hybrid), training formats (group workshops, one-to-one sessions, recorded materials), reporting frequency and format, and support arrangements.; The HubSpot platform itself is highly customisable. Users can configure custom properties, objects, pipelines, workflows, dashboards, reports, email templates, landing pages, and forms. Branding, user permissions, and integration settings can all be tailored to organisational requirements.; How users can customise: Through direct discussion with our project team during scoping and throughout delivery. Platform customisation is performed either by our consultants during implementation or by trained client administrators.; Who can customise: Project customisation decisions are made by the client's project sponsor or nominated representative. Platform customisation can be performed by users with appropriate administrator permissions, or by our consultants on behalf of the client.

Scaling

• Independence of resources: We isolate customer environments logically within HubSpot’s multi-tenant architecture so performance and operational load from one client does not impact another. HubSpot uses robust resource allocation and micro-services design to ensure each tenant’s data processing, reporting and API usage are handled independently, with automated scaling to maintain responsiveness under varying loads. We also monitor service performance and apply rate limits where appropriate to protect stability. For bespoke integrations or high-volume API usage we configure appropriate throttling and escalation plans to safeguard core service availability and guarantee predictable performance for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide service usage metrics from HubSpot reporting and dashboards, including seat utilisation, user activity and audit events, CRM volumes and engagement (calls, emails, meetings), web traffic analytics, marketing performance (email engagement, form submissions, campaign attribution), sales pipeline metrics (deal stages, velocity), and service metrics where Service Hub is used (ticket volumes, response times and SLA compliance). Data can be viewed in real time in HubSpot, exported, and accessed via HubSpot APIs for external BI, plus we supply regular performance reports.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: HubSpot

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: HubSpot encrypts all customer data at rest using AES-256 encryption. Data is stored within secure cloud infrastructure with encryption applied at the storage layer. Communications between HubSpot services are protected using Virtual Private Networks and encrypted network protocols. Access to encryption keys is strictly controlled and regularly audited. As a HubSpot Solutions Partner, we do not store customer data separately; all data remains within the client's own HubSpot portal under HubSpot's enterprise-grade security controls.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users export their data at any time using HubSpot’s built-in export tools, which allow CRM records, activity logs, lists, reports and other supported data to be downloaded in common formats (e.g. CSV/XLSX). Exports can be initiated by users with appropriate administrator permissions. Where appropriate, data can also be extracted via HubSpot’s APIs and standard export endpoints, subject to buyer credentials and security policies. Discover Digital can assist with advising on the appropriate export routes and confirm successful extraction as part of the offboarding process.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Discover Digital Solutions provides consultancy and support services during standard UK business hours, Monday to Friday, 9am-5pm. We are closed on weekends and UK bank holidays. Extended availability beyond these hours is available at additional cost by prior arrangement.; For the HubSpot platform itself, HubSpot maintains a 99.99% uptime SLA for its enterprise products. Real-time platform status is available at status.hubspot.com. HubSpot's infrastructure is designed for high availability with redundancy across multiple data centres.; If service levels are not met due to issues within our control, refunds will be discussed on a case-by-case basis and processed via bank transfer where mutually agreed.
• Approach to resilience: The HubSpot platform is hosted on enterprise-grade cloud infrastructure designed for high availability and resilience. HubSpot operates across multiple geographically distributed data centres with automated failover capabilities to ensure service continuity.; Key resilience features include: redundant infrastructure components, automated backup systems with regular recovery testing, load balancing across multiple servers, and real-time monitoring with automated alerting. HubSpot maintains SOC 2 Type II certification, demonstrating ongoing commitment to security and availability controls.; As a HubSpot Solutions Partner, Discover Digital Solutions does not host customer data. All client data remains within the client's own HubSpot portal, benefiting directly from HubSpot's enterprise resilience measures. Further technical details are available on request.
• Outage reporting: HubSpot provides comprehensive outage reporting through multiple channels. A public status dashboard at status.hubspot.com displays real-time system status, scheduled maintenance, and incident history. Users can subscribe to receive automatic email and SMS alerts for any service disruptions or planned maintenance affecting HubSpot services.; HubSpot also communicates significant incidents through in-app notifications and their official social media channels. Historical incident reports with root cause analysis are published on the status page following resolution.; For our consultancy services, Discover Digital Solutions will notify affected clients directly via email if any scheduled work or service changes may impact their projects.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces within HubSpot is controlled through the portal's built-in permissions system. Individual user access levels are configured within each client's HubSpot portal, with role-based permissions determining what functions each user can access.; For our internal systems, access to client portals is restricted to authorised project team members only. We operate on the principle of least privilege, granting only the minimum access required for each role. Support channels require identity verification before any account changes are made. Access permissions are reviewed regularly and revoked promptly when no longer needed.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Discover Digital Solutions maintains a comprehensive suite of information security policies and processes covering data protection, access control, acceptable use, and incident response.; Our security governance is overseen by a named director who has board-level responsibility for information security. This individual reports directly to the Managing Director and is accountable for ensuring all policies are implemented, maintained, and regularly reviewed.; Policy compliance is enforced through staff training during onboarding and annual refresher sessions. All team members are required to acknowledge and adhere to security policies as a condition of employment.; We maintain Cyber Essentials Plus certification, demonstrating our commitment to protecting against common cyber threats. Regular internal reviews ensure policies remain current and aligned with evolving security requirements and best practices.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Project scope is defined during solution design sessions and documented in a Solution Design Document agreed with the client. All configuration changes are tracked within this document.; Change requests are documented in a dedicated change control section, assessed for impact on timeline, cost, and security before approval. Changes affecting security or data access require explicit sign-off.; HubSpot platform changes are logged automatically in the portal's activity history. We review proposed changes against security implications before implementation and maintain documentation of all configurations delivered.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: HubSpot performs dynamic application scans, static code analysis, and vulnerability scans on a daily basis as part of their platform security. As a HubSpot Solutions Partner, we rely on HubSpot's enterprise-grade vulnerability management for the platform itself.; For our internal systems, we monitor threat intelligence from NCSC and industry sources, apply security patches within 14 days of release for critical vulnerabilities, and maintain endpoint protection across all devices. Our Cyber Essentials Plus certification validates our vulnerability management controls.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: HubSpot implements comprehensive protective monitoring including real-time logging, intrusion detection, and automated alerting for suspicious activity across their platform infrastructure.; For our internal operations, we identify potential compromises through endpoint protection software, access log monitoring, and anomaly detection. Upon identifying a potential security incident, we immediately isolate affected systems, assess the scope, and initiate our incident response procedure.; Critical security incidents are escalated within one hour and reported to relevant parties including affected clients. Our incident response process is documented and tested as part of our Cyber Essentials Plus certification.
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain pre-defined incident response processes for common events including data breaches, service outages, and security incidents. Users report incidents via email to our operations team, who log and triage all reports.; Incidents are categorised by severity and escalated according to defined procedures. The Director of Operations oversees incident management and reports directly to the Managing Director. All incidents are logged and documented, with incident reports provided to affected clients detailing the issue, impact, resolution, and preventive measures. Post-incident reviews are conducted for significant events to identify improvements.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free initial consultation including requirements scoping, HubSpot demonstrations, and solution architecture advice. For existing HubSpot users, we offer a complimentary portal health check audit. No time limit on pre-sales engagement. Does not include implementation or ongoing support services.
• Link to free trial: https://discoverdigital.com/contact

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@discoverdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.