KIBO Support
White-Glove Support, from your First Call to your Busiest Day.
Every KIBO client gets a dedicated KIBO Consultant, competitive support case response time SLAs, 24/7 incident support, and complimentary training. When your business needs more, Premium and Enterprise Support give you added coverage.
98%
Client Retention Rate
24/7
Incident Management Standard
30 Min
Sev1 Response Target
KIBO Support is with you
Every Step of the Way.
Client obsession starts on day one. These are the resources every KIBO client gets, complimentary.
A dedicated KIBO Consultant
Your main point of contact for tactical, strategic, and technical needs. Your KIBO Consultant monitors your KPIs, drives feature adoption, and advocates for your roadmap requests inside KIBO.
24/7 incident management
Cases, phone, email, and meetings — covered around the clock. Every severity level has a service target, and Sev1 issues are worked continuously until they're resolved.
Free training and certification
KIBO Academy gives every client and partner self-paced training and certification, at no cost, so your team is never guessing how to use the platform.
Public documentation, developer tools and full APIs
Public documentation, developer tools, and full API references are open to everyone.
We listen, constantly
Our sales, post-sales, and product teams stay engaged with the client base directly, and we run ongoing support and NPS surveys so satisfaction is measured continuously.
PREMIUM & ENTERPRISE SUPPORT
When you need an even higher level of support than what’s included, leverage KIBO’s Premium and Enterprise Support.
KIBO offers Premium and Enterprise Support as an optional add-on for clients who need priority routing, extended hours, and even more one-on-one expertise along with our newest capability, AI-powered guidance.
Premium Support
Priority routing and
one-to-one expertise
Everything in Standard, plus faster response and added services.
- Priority case routing and faster response times for non-Sev1 cases
- Enablement hours with a solution architect
- Custom code, integrations, and new-feature support
41%
faster response
70%
faster resolution
21%
of cases need this level of help
Enterprise Support
AI-powered guidance,
on demand
An add-on to Premium Support that turns documentation and knowledge lookup into real solutioning — instantly. Enterprise Support is a significant evolution — from answering “where do I find this?” to actively helping solve the problem with AI:
- Ask natural-language questions about docs and APIs, and get instant, accurate answers (building on today's AI Agent knowledge lookup).
- Guided solutioning for common scenarios — "how do I set up in-store pickup?"
- AI-assisted debugging and root-cause guidance support
- Ready-to-use code samples for implementation tasks
- Ongoing agent monitoring for agentic use cases and integrations.
In addition to proactive AI-powered support, clients receive higher uptime SLAs, telemetry logs, and more to support enterprise needs.
SIDE BY SIDE
KIBO Supports You Each Step of the Way. Compare KIBO Support Options
One platform, three ways to get help. Every client starts with everything in Standard for free — Premium and Enterprise are there when your business needs to go further.
| What's included | Standard | Premium | Enterprise |
|---|---|---|---|
| Platform Enablement | |||
| KIBO Academy Product Training and Certification | Included | Included | Included |
| Self-service Resources (Documentation, How-to Videos, APIs) | Included | Included | Included |
| Personalized Guidance | |||
| Dedicated KIBO Consultant | Included | Included, extended hours | Included, extended hours |
| Business Reviews | Quarterly | Monthly | Monthly |
| Performance and Monitoring | |||
| Operational Dashboard | – | Included | Included |
| Telemetry Logs | – | – | Included |
| Performance Testing | – | Optional up to 4X/Year | Optional up to Unlimited |
| Support Response SLAs (in business hours) | |||
| Sev 1 - Major Incident | 30 mins | 30 mins | 30 mins |
| Sev 2 - Incident | 4 hours | 2 hours | 2 hours |
| Sev 3 - Problem | 8 hours | 4 hours | 4 hours |
| Questions / Support Requests | 48 hours | 8 hours | 8 hours |
| Kibo Hub Capabilities | |||
| Self-serve (docs, how-to, APIs) | Included | Included | Included |
| Tenant-aware (your logs, configs.) | Not Included | Included | Included |
| Proactive & agentic (alerts, autonomous) | Not Included | Not Included | Included |
| Cost | Included Free with License | Additional Cost | Additional Cost |
"As a lean tech team, we heavily leverage the expertise provided by the KIBO Premium Support team. The team has always been proactive in fixing our issues correctly — not just putting something together quickly to deal with later."
Director of Enterprise Systems & PMO, Enterprise Retailer
THE CLIENT JOURNEY
Support that shows up before go-live — and stays.
Your KIBO Consultant and Support team are with you from the handover call through every day you run on KIBO.
Onboarding
A handover call and welcome meeting with your Account Executive and KIBO Consultant team, so you know exactly what to expect.
Implementation
We partner with our SI partners for delivery — and every implementation is overseen by our KIBO Consultant team to ensure each implementation is a success. Your partner and KIBO Consultant stay engaged throughout implementation.
Go-live
Once you go live, you’ll have continued support from your KIBO Consultant team.
Run state
Regular calls, business reviews, and roadmap conversations — support that keeps working long after launch.
WHY CLIENTS STAY
Three values, one client-first approach.
TRUST
We lead with transparency
Trust starts at the first sales conversation — clear pricing, clear SLAs, and no surprises once you're a client.
GROWTH MINDSET
We build on your feedback
We take innovation seriously and constantly solicit feedback from clients and SI partners on how to get better.
Client Obsession
We partner as your needs change
From issue resolution to evolving roadmaps, we stay close — reflected in a 98% client retention rate.
Ready to see white-glove
support for yourself?
Talk to our team about Support and explore KIBO Academy training included with every plan.