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

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

  • Target uptime: 99.5% monthly (best-effort)
  • 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

📚

Documentation

Comprehensive guides, API references, and tutorials

Visit Docs
📊

System Status

Real-time platform health and incident history

Check Status

Service Level Agreements (SLA)

Platform Availability

  • All plans: Target 99.5% monthly (best-effort)
  • Enterprise: Contractual target + service credits negotiated in MSA
  • Excludes scheduled maintenance, third-party outages (Azure, OpenAI, Stripe), 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