Support & Service Levels
We're here to help you succeed with your digital assistants.
What's Included With Your Plan
Standard Plan
Email Support
- Response time: 24-48 hours (business days)
- Available: Monday-Friday, 9am-5pm GMT
- Contact: support@kabware.co.uk
Self-Service Resources
- Comprehensive documentation
- Knowledge base articles
Platform Status
- Status page: dap.kabware.co.uk/status
- Incident notifications via email
Professional Plan
All Standard features, plus:
Priority Email Support
- Response time: 12-24 hours (business days)
- Escalation path for urgent issues
Monthly Success Check-in
- 30-minute call to review usage and optimization
- Best practice recommendations
- Feature update briefings
Advanced Analytics
- Detailed usage reports
- Performance insights
- Cost optimization recommendations
Platform Status
- Status page: dap.kabware.co.uk/status
- Priority incident resolution
Enterprise Plan
All Professional features, plus:
Dedicated Support Manager
- Named point of contact
- Direct email access
- Response time: 4 hours for critical issues
Proactive Account Management
- Quarterly business reviews
- Strategic planning sessions
- Custom training for new team members
Custom SLA
- Contractual uptime target negotiated per engagement
- Defined resolution times
- Service credits for downtime (scope agreed in contract)
Priority Feature Requests
- Input on product roadmap
- Early access to beta features
How to Get Help
Technical Support
Email: support@kabware.co.uk
Hours: Mon-Fri, 9am-5pm GMT
Billing Questions
Email: billing@kabware.co.uk
Sales & Partnerships
Email: sales@kabware.co.uk
Hours: Mon-Fri, 9am-5pm GMT
What We Support
In Scope (We're Here to Help!)
- Platform access issues (login, permissions, errors)
- Assistant creation and configuration
- File upload and knowledge base management
- User management and role assignments
- Billing and subscription questions
- Feature usage and best practices
- Integration guidance
- Performance optimization
- Security and compliance questions
Limited Support
- Third-party integrations (we provide documentation)
- Custom coding outside our platform
- Legacy migration assistance is available separately through implementation services
- Data transformation is available separately through implementation services
Out of Scope
- Your internal IT infrastructure
- Third-party software not related to our platform
- Custom development unrelated to our service
- Business strategy consulting outside assistant design and rollout
Self-Service Resources
Service Level Agreements (SLA)
Platform Availability
- Current service health is published on our Status page
- Enterprise: Contractual target + service credits negotiated in MSA
- Excludes scheduled maintenance, outages affecting secure hosting, AI service or payment providers, and force majeure
Support Response Times
- Standard: 24-48 hours (business days)
- Professional: 12-24 hours (business days)
- Enterprise: 4 hours for critical, 8 hours for high priority
Maintenance Windows
- Scheduled maintenance: Sundays 12am-6am GMT
- Advance notice: 7 days for planned maintenance
- Emergency maintenance: Immediate with notification
Data Backup
- Automated daily backups
- 30-day retention
- Point-in-time recovery available