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HubSpot Accreditation Standards

Accreditations are how HubSpot validates and credentials our partners on specific areas of expertise. Thus, accredited partners must deliver successful outcomes for their customers and uphold the standards outlined below.

Universal Standards

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Universal standards govern the overall rules for maintaining any accreditation. Solutions partners meet the universal benchmark requirements at all times to maintain an accreditation.

Not meeting the universal standards benchmarks can result in a revocation of accreditations. Solutions partners should expect to be evaluated every six months from the issue date of their accreditation to ensure they continue to meet these universal benchmarks. Universal standards include tier, certifications, and marks on record

Tier

Partners must be platinum, diamond or elite to apply for and retain an accreditation. Tier qualifications for accreditations are reviewed in January and June. Solutions partners who fall below the platinum tier may be provided a grace period to remediate. In the event they are unable to tier back up to Platinum, they will no longer be eligible for accreditations.

Certifications

Partners must adhere to the certification prerequisites to retain accreditation. Depending on the individual accreditation, each may require additional certifications.

Marks on Record

Partners with more than three marks on their record will undergo a review by the accreditation review board before their accreditation can be renewed. The board’s determination with director-level approval may lead to the loss of HubSpot accreditations. Learn more below.

Escalation and Marks on Record Process

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Complaint

The process begins when a complaint is surfaced by a customer to a HubSpot employee concerning a partner. 


Step Objective: The primary objective of the HubSpot CS and Service members is to work with the partner to resolve these complaints efficiently, aiming to avoid further escalation.

Outcome: If the HubSpot CS is unable to resolve the complaint for the customer, the Service Acceleration Team will be asked to mediate between the customer and the partner in order to reach a mutually accepted solution. The PDM will be informed and kept updated on the process.

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Mediation

If circumstances require a more intricate resolution strategy, the HubSpot Service Acceleration Team will oversee a process to foster alignment between the customer and partner for mutual success. 


Step Objective: This process may involve solutions such as the partner agreeing to make the customer whole, or the customer agreeing to extend its agreement with the partner to include more services needed to complete the project.


Outcome: If the Service Acceleration Team cannot reach a mutually beneficial solution, then the complaint will be escalated to the Partner Ops team for further investigation and a decision will be reached.

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Partner Ops Escalation

Step Objective: If mediation does not resolve the issue, the Review Board consisting of Partner Operations Personnel will be informed, triggering an investigation into the situation and its financial consequences per the rules defined in the Partner Code of Conduct. 

Outcome: In cases where fault lies with the partner, Partner Operations will leverage a decision-making rubric to determine responsibility.

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Mark on Record Review Board

In cases where fault lies with the partner, Partner Operations will leverage a decision-making rubric to determine responsibility.

Step Objective: Determine whether or not the partner will receive a Mark on their record. 

Outcome: If the partner is found responsible, a mark will be placed on their record. Only scenarios resulting in this outcome will have potential implications for a partner's accreditation status. Note, in cases where a very serious infringement occurs, this will result in an immediate escalation to the review board for review.

What is a Mark on Record and how does it impact accreditations?

A mark on a record only occurs after the fourth step: when the review board's decision determines that the partner was at fault. Note: the expectation is that the majority of complaints will be solved during the mediation process and will not reach the review board.

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