Kustomer Professional Services Terms

1. Standard Professional Services Terms

The following terms apply to all Professional Services terms below.

All Professional Services described herein are provided pursuant to an Order Form referencing the purchased Professional Services described below. Descriptions for Services not specifically listed on your Order Form do not apply.

All capitalized terms not defined below, will have the meanings ascribed to them in the Order Form.

Kustomer Resources

Role	Description
Project Manager	Main point of contact responsible for project planning, timeline management, communication, reporting, and issue escalation
Consultant	Assists with Client configuration and provides flexible consultation to support connection execution, configuration reviews, and best practice recommendations
Developer	Performs data migrations as well as custom data updates/transfers. Provides guidance around API integrations and API related activities, e.g. authorization, code best practices
Technical Architect	Leads technical discussions, maps deliverables, and provides API integration, platform customization, technical design, documentation, and configuration guidance
AI Architect	Leads technical discussions, related to AI for Clients and AI for Reps implementations: maps deliverables, platform customization, technical design, documentation, and configuration guidance

Client Resources

The Client must assign and maintain the following roles throughout the engagement. These roles may be held by separate individuals or combined by the Client, based on internal resources and business needs:

Role	Description
Kustomer Administrator	Responsible for platform configuration and day-to-day maintenance.
Project Manager	Oversees scheduling, internal alignment, and resource coordination
CX SMEs	Subject matter experts for various customer experience workstreams and tooling
Executive Sponsor	Ensures strategic alignment and decision maker

Client Assumptions

The Client is responsible for configuring the Kustomer instance outside of the Collaborative Configuration activities (where included in scope), including integrations and data, during this engagement.
The Client will make timely decisions on security, consent, and connection setup required to initiate and complete configuration activities.
The Client is responsible for timely scheduling and coordination of resources for all consultative sessions.
Client is responsible for all configuration and workflow testing outside of the Collaborative Configuration activities (where included in scope).
Client is responsible for scheduling and executing User Acceptance Testing (UAT).

Engagement Assumptions

This engagement requires the Client’s active participation and timely coordination. Delay by the Client may result in project delays or limit Kustomer’s ability to provide services. The following assumptions apply:

Sessions will be conducted remotely and in English during business hours (9:00 AM – 5:00 PM) local time of assigned Kustomer resources.
All services in this Schedule will be performed in the Client’s production instance unless otherwise agreed in writing in an applicable Order Form.
Documentation and communications will be provided in English.
Services are limited to a single Kustomer instance, brand, and language unless otherwise agreed in writing in an applicable Order Form.
Implementation activities are limited to generally available platform features.
Services are limited to the Kustomer platform and do not include third-party systems or custom development.
Unused hours or services not used within the engagement period will expire without refund or carryover.
Any services not expressly included in the applicable Professional Services Terms are considered out of scope and may require a new Order Form or Change Order.
Additional hours, integrations, or deferred services require a new Order Form or Change Order.
Additional Professional Services offerings may be available for a fee and will be scoped and contracted separately based on Client needs.
Client will reimburse Kustomer for any reasonable costs for travel, lodging, communications, shipping charges and any out-of-pocket expenses incurred by Kustomer in connection with providing the Services (collectively, “Expenses”). Expenses must be pre-approved by Client unless otherwise agreed in writing
Delays or inaction on Client’s part may impact Kustomer’s ability to complete services.

Completion Notice

Upon conclusion of all consultative sessions or upon reaching the end of the agreed engagement period, Kustomer will provide the Client with a written Completion Notice. The Client shall have five (5) business days from receipt of the Completion Notice to notify Kustomer in writing of any outstanding services or unmet milestones defined in the applicable package. Absent such notice, the services will be considered complete and accepted.

2. Onboarding - Self-Paced

Description of Services

The Self-Paced Package is a client-led, time-bound engagement. The Kustomer Professional Services Team will provide consultative support to guide your team in configuring and adopting the Kustomer platform.

This package is intended for Clients who have sufficient internal resources to execute implementation independently and who have acknowledged that only light-touch, advisory support is required. Client acknowledges that this is not a substitute for a structured Professional Services-led implementation.

Kustomer will provide a main point of contact throughout this engagement. Kustomer will provide an onboarding plan with a list of recommended tasks to complete to go live with the platform. It is your responsibility to maintain and use the onboarding plan as you see fit.

Schedule

The Onboarding - Self-Paced package must commence with a Project Kick-Off meeting, which shall be scheduled and held within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within thirty (30) calendar days of the project Kick-Off meeting. All unused sessions will expire thereafter with no credit or refund.

Engagement Activities

This package includes up to four (4) one-hour consultative sessions ("calls") and an initial introductory call to align on goals and facilitate planning and coordination for the consultative sessions included in this engagement. Calls may be scheduled in any combination or increment based on Consultant availability and Client preference. This flexible approach requires active participation and ongoing engagement from the Client’s Administrator(s) and relevant subject matter experts.

All consultations activities are advisory only. Kustomer will not perform hands-on configuration under this package.

Consultation call activities may include:

Reviewing package activities, timelines, and engagement expectations.
Guiding the Client through configuration best practices for primary use cases.
Providing technical guidance on product functionality, data structure, and workflow recommendations.
Reviewing Client-owned configurations and offering implementation suggestions.
Advising on integration best practices and addressing troubleshooting needs.
Answering questions related to agent workflow, system adoption, and go-live preparation.

3. Onboarding - Essentials

Description of Services

The Essential Package is a client-led, time-bound engagement. The Kustomer Professional Services Team will provide consultative support to guide your team in configuring and adopting the Kustomer platform.

This package is intended for clients who have sufficient internal resources to execute implementation independently and who have acknowledged that only light-touch, advisory support is required. Client acknowledges that this is not a substitute for a structured Professional Services-led implementation.

Kustomer will provide a main point of contact throughout this engagement. Kustomer will provide an onboarding plan with a list of recommended tasks to complete to go live with the platform. It is your responsibility to maintain and use the onboarding plan as you see fit.

Schedule

The Onboarding - Essentials package must commence with a Project Kick-Off meeting, which shall be scheduled and held within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within thirty (30) calendar days of the project Kick-Off meeting. All unused sessions will expire thereafter with no credit or refund.

Engagement Activities

This package includes up to six (6) one-hour consultative sessions ("calls")and an initial introductory call to align on goals and facilitate planning and coordination for the consultative sessions included in this engagement. Calls may be scheduled in any combination or increment based on Consultant availability and Client preference. This flexible approach requires active participation and ongoing engagement from the Client’s Administrator(s) and relevant subject matter experts.

All consultations activities are advisory only. Kustomer will not perform hands-on configuration under this package.

Consultation call activities may include:

Reviewing package activities, timelines, and engagement expectations.
Guiding the Client through configuration best practices for primary use cases.
Providing technical guidance on product functionality, data structure, and workflow recommendations.
Reviewing Client-owned configurations and offering implementation suggestions.
Advising on integration best practices and addressing troubleshooting needs.
Answering questions related to agent workflow, system adoption, and go-live preparation.

Kustomer may provide technical architectural guidance to support scalable implementation of the Client’s solution using the Kustomer platform. This guidance is advisory in nature and is intended to assist with early design considerations, extensibility planning, and data integration readiness.

Topics may include

Event and data ingestion strategies using Kustomer’s REST APIs, Bulk API, or Streaming APIs (e.g., Kustomer Events or Kustomer Webhooks)
Best practices for structuring custom objects (KObjects) to support business entities and workflows
API usage planning for CRUD operations, rate limits, and authentication models
Integration sequencing with third-party platforms using supported patterns (e.g., middleware, ETL pipelines, or direct webhook consumption)
User identity and SSO model design leveraging supported protocols (e.g., SAML 2.0)
Application extensibility using the Kustomer App Framework

4. Implementation - Basic

Description of Service

The Engagement is a jointly led Engagement between Kustomer and Client. The Kustomer Professional Services will provide project management, consultative, and platform support to guide the Client in configuring and adopting the Kustomer platform.

This Engagement is intended for Clients who want to jointly configure and deploy the Kustomer platform for their organization, Client recognizes that they need to have sufficient internal resources to execute implementation jointly with Kustomer. Client acknowledges that Kustomer is not a domain expert outside of the Kustomer platform.

Schedule

The Implementation - Basic package must commence with a Project Kick-Off meeting, which shall be scheduled and held within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within eight (8) weeks of the project Kick-Off meeting. Any Professional Services not completed within this duration shall expire with no further credit, refund, or residual value.

Engagement Activity

The following activities may be provided by Kustomer pursuant to this Schedule and are dependent upon the Client's unique use case, objectives, and scope of work mutually agreed upon by both parties. The activities outlined herein reflect industry-standard implementation practices and represent Kustomer's approach to implementing Clients on the Kustomer platform. The delivery of these services shall be subject to coordination between the Client and Kustomer based on the mutually agreed project schedule.

Project Management

Kustomer will assign a Project Manager who will act as the primary point of contact for the duration of the Engagement. This individual is responsible for managing all aspects of delivery oversight and project coordination to ensure successful implementation outcomes. The Project Manager will collaborate with the Client to develop and maintain a project plan, define key milestones, and monitor progress throughout the engagement.

Project Management Responsibilities

Conducting a Kick-Off meeting to initiate the project, confirm key objectives, introduce team members and roles, review communication protocols, outline success criteria, and finalize the delivery cadence and key milestones.
Creating and managing the project plan, outlining tasks, dependencies, timelines, action items, and assigned resources
Coordinating Kustomer personnel and resources in alignment with the defined Engagement
Monitoring project execution and maintaining documentation in the shared project workspace
Delivering weekly status updates focused on scope, timeline, and risks
Communicating changes in scope and coordinating approval of change requests
Managing stakeholder expectations and addressing issues escalated by the Client’s Project Manager
Identifying and mitigating project risks and ensuring resolution of open items
Providing overall direction and operational support to ensure alignment across workstreams

Discovery & Design

Kustomer will lead a series of structured discovery and design sessions with the Client to define business and technical requirements that will guide the implementation. These sessions are intended to establish shared understanding of use cases, align on priorities, and inform the configuration approach.

Kustomer will coordinate the scheduling, agenda planning, and participant alignment for each session, and will recommend time allocations and attendees per topic.
The Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions. These will serve as the foundation for implementation planning.
Kustomer will facilitate working sessions to review Client inputs, identify gaps, and assess solution fit based on available platform features.
Kustomer and Client will collaboratively define and document functional requirements, including but not limited to:
- Client Support Teams
- Client Support Process Flows
- Requirement Prioritization
- Analytics and Reporting Data Requirements
The Client must provide appropriate stakeholders to participate in these sessions, including:

A Project Manager (point of contact)
Subject Matter Experts (SMEs)
System Administrators and/or development team members

Kustomer will summarize outcomes and provide a Functional Design Document (within Project Workbook) that outlines the recommended platform configuration and implementation approach based on decisions made during the sessions./li>
All design recommendations will be validated with the Client and incorporated into the overall implementation plan, subject to change control if requirements evolve after design completion./li>

Collaborative Configuration

Kustomer and the Client will participate in a "Collaborative Configuration" process, defined as a guided implementation model in which Kustomer facilitates platform setup collaboratively with the Client, ensuring shared responsibility across platform enablement tasks. Kustomer will provide product guidance, configuration support, and best practices; the Client will contribute use case context, execute configuration where applicable, and validate deliverables.

This engagement includes up to eight (8) hours of Collaborative Configuration. These hours may be used for consultative working sessions, setup validation, co-configuring specific features, or addressing questions that arise during implementation.

This activity is based only on the generally available ("GA") features of the Kustomer platform or any active trial features to which the Client is entitled. All services and effort are subject to mutual agreement and availability and may be subject to additional estimation or adjustment by Kustomer.

This activity is expressly limited to user interface (UI)-based configuration of the Kustomer platform using generally available features and settings. Services provided under this activity do not include integrations with third-party systems, API development, custom scripting, or any form of custom coding. Any such activities, if required, must be scoped separately through a formal Order Form or Change Order and are not included under the scope of this engagement.

Training

Kustomer will provide enablement sessions to prepare Client users and administrators for successful adoption of the Kustomer platform. Training is structured to deliver foundational knowledge and role-specific instruction aligned to the Client's implementation scope and configuration. Sessions are delivered remotely and recorded for future reference unless otherwise agreed in writing.

Training will include:

1. Web Admin Training (1 hour)

Covers administrative functions such as app settings, creating searches, and reporting
Delivered in up to one (1) one-hour session via teleconference and web conferencing
Sessions will be recorded and shared with the Client for internal use

Post Go-Live Support

Kustomer will provide transitional support to help Client administrators and users stabilize operations and confidently adopt the Kustomer platform following the Go-Live. Post Go-Live Support will focus on answering questions related to functionality, resolving configuration issues, and ensuring a warm transition to long-term support resources.

Kustomer will hold one (1) checkpoint call per week for the first two (2) weeks following Go-Live.
These sessions are designed to address immediate platform usage questions, reinforce training concepts, and guide the Client through early-stage platform adoption.
At the conclusion of the support period, Kustomer will complete a warm handoff to the Kustomer Technical Support team and provide relevant support contact details (e.g., support@kustomer.com).
Post Go-Live checkpoints are advisory and intended to optimize Client readiness and user confidence as the engagement concludes.

5. Implementation - Standard

Description of Service

A Standard Implementation is intended for Clients who want to jointly configure and deploy the Kustomer platform for their organization. Kustomer Professional Services will provide project management, consultative, and platform support to guide the team in configuring and adopting the Kustomer platform.

Client recognizes that they need to have sufficient internal resources to execute implementation jointly with Kustomer. Typically this includes business requirements, acceptance testing and all related Client specific expertise.

Schedule

The Implementation - Standard package must commence with a Project Kick-Off meeting, which shall be scheduled and held within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within twelve (12) weeks of the project Kick-Off meeting. Any Professional Services not completed within this duration shall expire with no further credit, refund, or residual value.

Engagement Activities

The following activities may be provided by Kustomer pursuant to this Schedule and are dependent upon the Client's unique use case, objectives, and scope of work mutually agreed upon by both parties. The activities outlined herein reflect industry-standard implementation practices and represent Kustomer's approach to implementing Clients on the Kustomer platform. The delivery of these services shall be subject to coordination between the Client and Kustomer based on the mutually agreed project schedule.

Project Management

Kustomer will assign a Project Manager who will act as the primary point of contact for the duration of the Engagement. This individual is responsible for managing all aspects of delivery oversight and project coordination to ensure successful implementation outcomes. The Project Manager will collaborate with the Client to develop and maintain a project plan, define key milestones, and monitor progress throughout the engagement.

Kustomer Project Management responsibilities may include:

Conducting a Kick-Off meeting to initiate the project, confirm key objectives, introduce team members and roles, review communication protocols, outline success criteria, and finalize the delivery cadence and key milestones.
Creating and managing the project plan, outlining tasks, dependencies, timelines, action items, and assigned resources
Coordinating Kustomer personnel and resources in alignment with the defined Engagement
Monitoring project execution and maintaining documentation in the shared project workspace
Delivering weekly status updates focused on scope, timeline, and risks
Communicating changes in scope and coordinating approval of change requests
Managing stakeholder expectations and addressing issues escalated by the Client’s Project Manager
Identifying and mitigating project risks and ensuring resolution of open items

Providing overall direction and operational support to ensure alignment across workstreams

Discovery & Design

Kustomer will lead a series of structured discovery and design sessions with the Client to define business and technical requirements that will guide the implementation. These sessions are intended to establish shared understanding of use cases, align on priorities, and inform the configuration approach.

Kustomer will coordinate the scheduling, agenda planning, and participant alignment for each session, and will recommend time allocations and attendees per topic.
The Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions. These will serve as the foundation for implementation planning.
Kustomer will facilitate working sessions to review Client inputs, identify gaps, and assess solution fit based on available platform features.
Kustomer and Client will collaboratively define and document functional requirements, including but not limited to:

Client Support Teams
Client Support Process Flows
Requirement Prioritization
Analytics and Reporting Data Requirements

The Client must provide appropriate stakeholders to participate in these sessions, including:

A Project Manager (point of contact)
Subject Matter Experts (SMEs)
System Administrators and/or development team members

Kustomer will summarize outcomes and provide a Functional Design Document (within Project Workbook) that outlines the recommended platform configuration and implementation approach based on decisions made during the sessions.
All design recommendations will be validated with the Client and incorporated into the overall implementation plan, subject to change control if requirements evolve after design completion.

Collaborative Configuration

Kustomer and the Client will participate in a "Collaborative Configuration" process, defined as a guided implementation model in which Kustomer facilitates platform setup collaboratively with the Client, ensuring shared responsibility across platform enablement tasks. Kustomer will provide product guidance, configuration support, and best practices; the Client will contribute use case context, execute configuration where applicable, and validate deliverables.

This engagement includes up to sixteen (16) hours of Collaborative Configuration. These hours may be used for consultative working sessions, setup validation, co-configuring specific features, or addressing questions that arise during implementation.

This activity is based only on the generally available ("GA") features of the Kustomer platform or any active trial features to which the Client is entitled. All services and effort are subject to mutual agreement and availability and may be subject to additional estimation or adjustment by Kustomer.

This activity is expressly limited to user interface (UI)-based configuration of the Kustomer platform using generally available features and settings. Services provided under this activity do not include integrations with third-party systems, API development, custom scripting, or any form of custom coding. Any such activities, if required, must be scoped separately through a formal Order Form or Change Order and are not included under the scope of this engagement.

Platform Architecture Guidance

Kustomer may provide technical enablement and architectural guidance to support scalable implementation of the Client’s solution using the Kustomer platform. This guidance is advisory in nature and is intended to assist with early design considerations, extensibility planning, and data integration readiness. Delivery timing will be based on availability and relevance to project scope.

Topics may include:

Event and data ingestion strategies using Kustomer’s REST APIs, Bulk API, or Streaming APIs (e.g., Kustomer Events or Kustomer Webhooks)
Best practices for structuring custom objects (KObjects) to support business entities and workflows
API usage planning for CRUD operations, rate limits, and authentication models
Integration sequencing with third-party platforms using supported patterns (e.g., middleware, ETL pipelines, or direct webhook consumption)
User identity and SSO model design leveraging supported protocols (e.g., SAML 2.0)
Application extensibility using the Kustomer App Framework

Training

Kustomer will provide enablement sessions to prepare Client users and administrators for successful adoption of the Kustomer platform. Training is structured to deliver foundational knowledge and role-specific instruction aligned to the Client's implementation scope and configuration. Sessions are delivered remotely and recorded for future reference unless otherwise agreed in writing.

Training will include:

1. Web User Training (2 Hours)

Covers basic end-user functionality including navigation, search, customer timeline, and working on conversations and messages
Delivered in up to two (2) one-hour sessions via teleconference and web conferencing
Sessions will be recorded and shared with the Client for internal use

2. Web Admin Training (2 Hours)

Covers administrative functions such as app settings, creating searches, and reporting
Delivered in up to two (2) one-hour sessions via teleconference and web conferencing
Sessions will be recorded and shared with the Client for internal use

Post Go-Live Support

Kustomer will provide transitional support to help Client administrators and users stabilize operations and confidently adopt the Kustomer platform following the Go-Live. Post Go-Live Support will focus on answering questions related to functionality, resolving configuration issues, and ensuring a warm transition to long-term support resources.

Kustomer will hold one (1) checkpoint call per week for the first two (2) weeks following Go-Live.
These sessions are designed to address immediate platform usage questions, reinforce training concepts, and guide the Client through early-stage platform adoption.
At the conclusion of the support period, Kustomer will complete a warm handoff to the Kustomer Technical Support team and provide relevant support contact details (e.g., support@kustomer.com).
Post Go-Live checkpoints are advisory and intended to optimize Client readiness and user confidence as the engagement concludes.

6. Optimization Assessment

Eligibility

This Engagement is available to existing Clients only. It is intended solely for Clients who have completed an initial Kustomer Implementation and are seeking to optimize their current use of the platform. The Engagement is not applicable to new Clients or to existing Clients seeking strategic transformation, or expansion across new business units or brands.

Description of Service

The Engagement is a structured and time-bound assessment intended to evaluate a Client’s current Kustomer platform configuration and provide actionable recommendations to improve platform utilization, feature adoption, and operational efficiency. The Engagement is consultative in nature and is limited to review and recommendation activities only.

The Engagement will result in the delivery of a readout assessment, produced in a mutually agreed format (e.g., Google Docs or presentation slides), summarizing the findings of the assessment, highlighting optimization opportunities, and offering configuration or usage recommendations. No implementation, reconfiguration, or development services are included in this Engagement.

If simple, high-impact opportunities are identified during the course of the assessment, requiring less than two (2) hours to resolve and executable by the Client during live sessions, Kustomer may provide real-time guidance to support immediate action by the Client.

Schedule

The Optimization Assessment package must commence with a Project Kick-Off meeting, which shall be scheduled and held within thirty (30) days of the service start date set forth in an Order to which this professional services package is made part of. All engagement activities must be completed within four (4) weeks of the project Kick-Off meeting. Any activities not completed within the designated timeframe shall expire with no credit, refund, or residual value.

Engagement Activities

The Engagement will include the following activities:

A Kick-Off session to align on objectives, timelines, and format of deliverables.
Three (3) one-hour remote Discovery sessions, mutually scheduled with key stakeholders, to capture insights relevant to the platform's current use and feature adoption.
A configuration and feature usage review conducted by Kustomer resources, focusing on alignment with best practices and identification of underutilized capabilities.
Creation of a readout assessment based on available configuration data and discovery sessions, summarizing current state findings, opportunities for improvement, and prioritized recommendations, without additional diagnostics beyond what is reasonably achievable within the engagement window.
A final readout presentation to review assessment results and address questions from Client stakeholders.

All services and activities are limited to the scope of this Engagement and the functionality currently available in the Client’s active Kustomer instance. This Engagement does not include expansion planning, strategic advisory, or implementation of recommendations.

Deliverables

The sole deliverable of this Engagement is the Readout Assessment, provided in a mutually agreed format (e.g., Google Doc or presentation slides). The Readout will include:

A summary of findings from the platform configuration review and stakeholder interviews.
Identified optimization opportunities based on observed usage patterns and newly available features.
Prioritized recommendations developed through Client conversations and review, incorporating both urgency and potential business impact.
Estimated levels of effort will be directional in nature and based on reasonable assumptions derived during the limited assessment period; estimates are non-binding and intended only to support internal planning.

Kustomer shall deliver the readout assessment on or before the end of the Engagement timeline. The Client shall have five (5) business days from delivery to request any clarifications. Absent such request, the deliverable shall be deemed accepted.

7. Add-On: Kustomer Data Migration

Eligibility

This package is available to new Clients only. It is intended for Clients who are implementing Kustomer for the first time and does not apply to existing Clients expanding their current implementation. This add-on must be purchased alongside a Kustomer Implementation and cannot be purchased as a stand-alone service.

Description of Service

Data migration services are scoped based on the volume and complexity of the legacy data being migrated into Kustomer from a single source system. Migrations fall into one of three categories, Small, Medium, or Large as defined in the table below and are referenced on your Order Form.

Migration Size	Number of Conversation Records	In Scope Objects
Small	Up to 50,000	Customers, Users, Teams, Conversations, Messages, Companies, Shortcuts, Articles
Medium	50,001 - 250,000
Large	250,001 - 500,000

Kustomer will review during the kickoff and mapping workshops the actual data data volumes and number of records. Final classification will drive the expected level of effort, tooling, and data validation support. If actual data volumes materially exceed the initially defined number of records, Kustomer reserves the right to require a formal Change Order to adjust timelines, resources, and cost.

Schedule

The Kustomer Data Migration package must commence with a Project Kick-Off meeting, which shall be scheduled and held within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within the duration specified in the table below based on the category reference on your Order Form. Any Professional Services not completed within the duration of the associated Implementation shall expire with no further credit, refund, or residual value.

Migration Size	Project Duration
Small	Six (6) Weeks
Medium	Eight (8) Weeks
Large	Ten (10) Weeks

Engagement Activities

This Engagement supplements the standard Kustomer implementation and focuses on data migration of the Clients legacy system. All services will be aligned to the implementation timeline and project structure.

Phase 1: Migration Kickoff - The Migration Kickoff phase is the initial alignment between Kustomer and the Client. During this phase, Kustomer’s Project Manager, Developer, and the Client’s Project Resources will conduct a Kickoff Call to confirm the project scope, review the Engagement, and discuss key milestones. The focus will be on finalizing the project timeline, confirming the Client’s data sources, and ensuring access to the necessary systems. This phase will also include establishing communication protocols and reviewing any system access requirements.

Objective: Initial alignment and scope confirmation.

Phase 2: Mapping Workshop - Kustomer and Client will review a Pre-Config Checklist and a Data Mapping Document ("DMD"). Kustomer will guide the Client through a data mapping exercise, including defining the data mapping approach and timeline for data delivery.

Objective: Data Mapping Definition.

Phase 3: Data Delivery & Inspection - The Client will provide data in agreed formats. Kustomer will inspect the data and provide a preliminary integrity report identifying any issues. Client will validate the data to ensure accuracy. Please see APPENDIX A: CSV IMPORT and APPENDIX B: SYSTEM ACCESS CREDENTIALS that govern the data injection approach.

Objective: Client provides raw data for migration.

Phase 4: Test Data Load - Kustomer will load test data (e.g. up to 100 tickets, 5-10 articles) and provide a pre-load data report. Client will inspect and approve data accuracy before the entire migration is performed.

Objective: Client Acceptance of test data load into Kustomer.

Phase 5: Initial Data Load - Kustomer will load the initial set of data into the migration database. If issues arise, Kustomer will resolve them as notified by Client, and readiness will be confirmed prior to the final data load.

Objective: Initial migration of data into Kustomer.

Phase 6: Final Data Load - Client and Kustomer will schedule the final migration, reviewing timelines, resource availability, and migration readiness. Kustomer will load the final data once the Client has confirmed.

Objective: Final migration completion.

Project Management

This engagement is supported by the existing Implementation Project Manager. No additional Project Manager resource is allocated for the Engagement. The Project Manager will integrate activities into the main project plan and oversee milestones related to this Engagement and Go-live alignment with broader platform deployment.

8. Add-On: Kustomer Data Migration - Zendesk

Eligibility

This package is available to new Clients only. It is intended for Clients who are implementing Kustomer for the first time and does not apply to existing Clients expanding their current implementation. This add-on must be purchased alongside a Kustomer Implementation and cannot be purchased as a stand-alone service.

Description of Service

Data migration services are scoped based on the volume and complexity of the legacy data being migrated from a single instance of Zendesk to Kustomer. The migration is scoped for a volume of up to 500,000 records across the following typical Zendesk objects:

Number of Conversation Records	In Scope Objects
Up to 500,000	Tickets Comments Users Groups Organizations Macros (comment-type only) Help Center Categories, Sections, and Articles Article Attachments (excluding inline images) Voice Recordings

Objects not explicitly included in the list above, such as Zendesk Community content, are considered out of scope. Kustomer will review data volumes and structures during the kickoff and mapping workshops. If actual record volumes or objects exceed the predefined scope, Kustomer reserves the right to require a formal Change Order to revise timeline, resources, and cost.

Schedule

The Optimization Assessment package must commence with a Project Kick-Off meeting, which shall be scheduled and held within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within four (4) weeks of the project Kick-Off meeting. Any activities not completed within the designated timeframe shall expire with no credit, refund, or residual value.

Engagement Activities

This Engagement supplements the standard Kustomer implementation and focuses on data migration of the Clients legacy system. All services will be aligned to the implementation timeline and project structure.

Phase 1: Migration Kickoff - The Migration Kickoff phase is the initial alignment between Kustomer and the Client. During this phase, Kustomer’s Project Manager, Developer, and the Client’s Project Resources will conduct a Kickoff Call to confirm the project scope, review the Engagement, and discuss key milestones. The focus will be on finalizing the project timeline, confirming the Client’s data objects to migrate, and ensuring access to the necessary systems. This phase will also include establishing communication protocols and reviewing any system access requirements.

Objective: Initial alignment and scope confirmation.

Phase 2: Mapping Workshop - Kustomer and Client will review a Pre-Config Checklist and a Data Mapping Document ("DMD"). Kustomer will guide the Client through a data mapping exercise, including defining attribute mapping for all Zendesk data types and aligning on final destination fields and the overall data mapping approach and timeline for data delivery.

Objective: Data Mapping Definition.

Phase 3: Data Delivery & Inspection - The Client will provide data via a combination of Zendesk API access and preformatted CSV files where applicable. Kustomer will inspect the data and provide a preliminary integrity report identifying any issues. Client will validate the data to ensure accuracy and confirming source to target readiness. Please see APPENDIX A: CSV IMPORT and APPENDIX B: SYSTEM ACCESS CREDENTIALS that govern the data injection approach.

Objective: Client provides raw data for migration.

Phase 4: Test Data Load - Kustomer will load test data (e.g. up to 100 tickets, 5-10 articles) and provide a pre-load data report. Client will inspect and approve data accuracy before the entire migration is performed.

Objective: Client Acceptance of test data load into Kustomer.

Phase 5: Initial Data Load - Kustomer will load the initial set of data into the migration database. If issues arise, Kustomer will resolve them as notified by Client, and readiness will be confirmed prior to the final data load.

Objective: Initial migration of data into Kustomer.

Phase 6: Final Data Load - Client and Kustomer will schedule the final migration, reviewing timelines, resource availability, and migration readiness. Kustomer will load the final data once the Client has confirmed.

Objective: Final migration completion.

Project Management

This engagement is supported by the existing Implementation Project Manager. No additional Project Manager resource is allocated for the Engagement. The Project Manager will integrate activities into the main project plan and oversee milestones related to this Engagement and Go-live alignment with broader platform deployment.

9. Implementation - AI Basic

ELIGIBILITY

This package is available to new or existing Clients. This package may be added to a new customer onboarding or implementation, or it can be purchased separately for Clients who are fully deployed on the Kustomer platform and wish to expand their use of AI capabilities.

DESCRIPTION OF SERVICE

The Basic AI Implementation is a collaborative engagement focused on supporting the initial adoption and deployment of Kustomer AI capabilities. This may be for a single AI Team with up to three (3) AI Sub-Agents designed to assist with typical support workflows such as knowledge base search or communicating data stored on a conversation timeline.

Kustomer Professional Services will provide consultative, project management, and platform-specific support to help guide Client’s configuration of AI features, with emphasis on workflow alignment, intelligent automation design, and Agent in the loop processes. The Client is expected to bring domain knowledge and dedicated resources to ensure successful configuration and adoption of AI features.

SCHEDULE

The AI Basic package must commence with a Project Kick-Off meeting, which shall be scheduled and held within ninety (90) days of the Subscription Start Date for the applicable AI products set forth in an Order Form to which this implementation package is made part of. All engagement activities must be completed within forty-five (45) days of the project Kick-Off meeting. Any activities not completed within the designated timeframe shall expire with no credit, refund, or residual value.

ENGAGEMENT ACTIVITIES

Included AI Activities:

Configuration guidance AI for Agents, including setup and configuration guidance for agents in the loop workflows.
Configuration of one AI Team with up to three (3) AI Sub-Agents, typically deployed for:

Automated Knowledge Base search and suggestions
Auto-responses and deflection workflows for repetitive inquiries
Gather information and classify a request before sending to a human agent
Providing details to the customer about information stored on the customer’s timeline.

Kustomer will work jointly with Client to ensure AI activities are designed, and configured for immediate use cases only, with an emphasis on operational readiness and measured ROI.

Project Management

Kustomer will assign a Project Manager who will act as the primary point of contact for the duration of the Engagement. This individual is responsible for managing all aspects of delivery oversight and project coordination to ensure successful implementation outcomes. The Project Manager will collaborate with the Client to develop and maintain a project plan, define key milestones, and monitor progress throughout the engagement.

Kustomer Project Management responsibilities may include:

Creating and managing the project plan, outlining tasks, dependencies, timelines, action items, and assigned resources
Coordinating Kustomer personnel and resources in alignment with the defined Engagement
Monitoring project execution and maintaining documentation in the shared project workspace
Delivering weekly status updates focused on scope, timeline, and risks
Communicating changes in scope and coordinating approval of change requests
Managing stakeholder expectations and addressing issues escalated by the Client’s Project Manager
Identifying and mitigating project risks and ensuring resolution of open items
Providing overall direction and operational support to ensure alignment across workstreams

Discovery & Design

Kustomer will lead a series of structured discovery and design sessions with the Client to define business and technical requirements that will guide the implementation. These sessions are intended to establish shared understanding of use cases, align on priorities, and inform the configuration approach.

Kustomer will coordinate the scheduling, agenda planning, and participant alignment for each session, and will recommend time allocations and attendees per topic.
The Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions. These will serve as the foundation for AI Agent Team creation
Kustomer will facilitate working sessions to review Client inputs, identify gaps, and assess solution fit based on available AI features.
Kustomer and Client will collaboratively define and document functional requirements, including but not limited to:
- AI Agent Teams
- Requirement Prioritization
- UAT with Evals
The Client must provide appropriate stakeholders to participate in these sessions, including:
- A Project Manager (point of contact)
- Subject Matter Experts (SMEs)
- System Administrators and/or development team members
Kustomer will summarize outcomes and provide an AI Architectural Design Document that outlines the recommended AI Agent Team configuration and implementation approach based on decisions made during the sessions.
All design recommendations will be validated with the Client and incorporated into the overall implementation plan, subject to change control if requirements evolve after design completion.

Collaborative Configuration

Kustomer and the Client will participate in a "Collaborative Configuration" process, defined as a guided implementation model in which Kustomer facilitates platform setup collaboratively with the Client, ensuring shared responsibility across platform enablement tasks. Kustomer will provide product guidance, configuration support, and best practices; the Client will contribute use case context, execute configuration where applicable, and validate activities.

The Collaborative Configuration will be focused specifically on AI setup and tuning. Time may be used for:

AI Agent design sessions and use case validation
Hands-on configuration of AI prompting and tuning (as available via GA features)
Guidance on language models, routing rules, and fallback logic
Performance and effectiveness review post-launch

This activity is based only on the generally available ("GA") features of the Kustomer platform or any active trial features to which the Client is entitled. All activities and effort are subject to mutual agreement and availability and may be subject to additional estimation or adjustment by Kustomer.

Platform Architecture Guidance

Kustomer may provide technical enablement and architectural guidance to support scalable implementation of the Client’s solution using the Kustomer platform. This guidance is advisory in nature and is intended to assist with early design considerations, extensibility planning, and data integration readiness. Delivery timing will be based on availability and relevance to project scope.

Topics may include:

Structuring data and intent signals to inform AI recommendations
Enabling AI-driven suggestions in the agent interface
Workflow orchestration between AI Agents and human agents
Integrating external data sources for enriched AI responses (as applicable using OpenAI API)

Post Go-Live Support

Kustomer will provide transitional support to help Client administrators and users stabilize operations and confidently adopt the Kustomer platform following the Go-Live. Post Go-Live Support will focus on answering questions related to functionality, resolving configuration issues, and ensuring a warm transition to long-term support resources. Kustomer will offer two (2) post-launch checkpoint calls to address:

AI model behavior and learning adjustments
Deflection performance insights
Workflow optimization recommendations
Transfer of ownership to long-term support

ENGAGEMENT ASSUMPTIONS

This engagement requires the Client’s active participation and timely coordination. Delay by the Client may impact timelines, budgets, and outcomes, and may require additional Services or Change Orders. In addition to the standard assumptions, the following assumptions also apply:

AI Add-On scope is limited to configuration of one AI Team with up to 3 AI Agents
No custom development or integrations are included
AI Agents will be configured for typical support use cases (e.g., Knowledgebase)
Client is responsible for content accuracy and knowledge base updates

10. Implementation - AI Advanced

Eligibility

This package is available to new or existing Clients. This package may be added to a new customer implementation, or it can be purchased separately for Clients who are fully deployed on the Kustomer platform and wish to expand their use of AI capabilities.

Description of Service

The AI Advanced Engagement is a collaborative engagement focused on supporting the adoption and deployment of more robust Kustomer AI capabilities. This may be for a single AI Team with up to 5 sub-agents. It may also contain an integration with services outside of Kustomer, e.g. API calls to Client owned infrastructure. Kustomer will deliver expert-led AI implementation services focused on one (1) targeted use case (e.g., deflection, information lookup, routing, or knowledge base search).

The Engagement includes:

Use Case Definition and Feasibility Review
Live Co-Development of an AI Agent
Integrated Configuration and Workflow Setup
Post-Go-Live Monitoring and Tuning
Structured Handoff and Enablement

Kustomer Professional Services will provide consultative, project management, and platform-specific support to help guide Client’s configuration of AI features, with emphasis on workflow alignment, intelligent automation design, and Agent in the loop processes. The Client is expected to bring domain knowledge and dedicated resources to ensure successful configuration and adoption of AI features.

Schedule

The Implementation - AI Advanced package must commence with a Project Kick-Off meeting, which shall be scheduled and held within ninety (90) days of the Subscription Start Date for the applicable AI products set forth in an Order Form to which this implementation package is made part of. All engagement activities must be completed within eight (8) weeks of the project Kick-Off meeting. Any activities not completed within the designated timeframe shall expire with no credit, refund, or residual value.

Engagement Activities

Included AI Activities:

Configuration guidance AI for Agents, including setup and configuration guidance for agents in the loop workflows.
Configuration of one AI Team with up to five (5) AI Sub-Agents, typically deployed for:

Integrating information from within and outside of the Kustomer platform into AI generated responses
Complicated routing and deflection
Multi-step reasoning

Kustomer will work jointly with Client to ensure AI activities are designed, and configured for immediate use cases only, with an emphasis on operational readiness and measured ROI.

Project Management

Kustomer will assign a Project Manager who will act as the primary point of contact for the duration of the Engagement. This individual is responsible for managing all aspects of delivery oversight and project coordination to ensure successful implementation outcomes. The Project Manager will collaborate with the Client to develop and maintain a project plan, define key milestones, and monitor progress throughout the engagement.

Kustomer Project Management responsibilities may include:

Creating and managing the project plan, outlining tasks, dependencies, timelines, action items, and assigned resources
Coordinating Kustomer personnel and resources in alignment with the defined Engagement
Monitoring project execution and maintaining documentation in the shared project workspace
Delivering weekly status updates focused on scope, timeline, and risks
Communicating changes in scope and coordinating approval of change requests
Managing stakeholder expectations and addressing issues escalated by the Client’s Project Manager
Identifying and mitigating project risks and ensuring resolution of open items
Providing overall direction and operational support to ensure alignment across workstreams

Discovery & Design

Kustomer will lead a series of structured discovery and design sessions with the Client to define business and technical requirements that will guide the implementation. These sessions are intended to establish shared understanding of use cases, align on priorities, and inform the configuration approach.

Kustomer will coordinate the scheduling, agenda planning, and participant alignment for each session, and will recommend time allocations and attendees per topic.
The Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions. These will serve as the foundation for AI Agent Team creation
Kustomer will facilitate working sessions to review Client inputs, identify gaps, and assess solution fit based on available AI features.
Kustomer and Client will collaboratively define and document functional requirements, including but not limited to:

AI Agent Teams
External integrations
Reasoning requirements
Requirement Prioritization
UAT with Evals

The Client must provide appropriate stakeholders to participate in these sessions, including:

A Project Manager (point of contact)
Subject Matter Experts (SMEs)
System Administrators and/or development team members

Kustomer will summarize outcomes and provide an AI Architectural Design Document that outlines the recommended AI Agent Team configuration and implementation approach based on decisions made during the sessions.

All design recommendations will be validated with the Client and incorporated into the overall implementation plan, subject to change control if requirements evolve after design completion.

Configuration and Development

Kustomer may assign a Consultant and or a Developer resource to provide technical implementation support using the Kustomer OpenAI API and Kustomer Platform. These roles and activities allow AI Agents to leverage Kustomer platform and external data integrations. Activities performed by the Kustomer Developer may include:

Configuring API-based integrations between the Kustomer platform and third-party systems
Designing and creating integration flows that can be used by AI agents
Workflow orchestration between AI Agents and human agents
Implementing data flows to and from Kustomer-provided objects (e.g., via webhooks)
Validating and iterating on workflow logic and AI responses in collaboration with the Client
Advising on extensibility patterns to enrich AI Agent functionality.
Integrating external data sources for enriched AI responses (as applicable using OpenAI API)

ENGAGEMENT ASSUMPTIONS

This engagement requires the Client’s active participation and timely coordination. Delay by the Client may impact timelines, budgets, and outcomes, and may require additional Services or Change Orders. In addition to the standard assumptions, the following assumptions also apply:

Client must provide subject matter expertise to properly define use case(s) and data sources that will be used by AI Agent Team(s)
Integrations with external data sources will require Client to provide appropriate access and authentication
Client is responsible for content accuracy and knowledge base updates required

11. Managed Services

Managed Services Package	Essential	Basic	Standard
Monthly Allocated Hours	8 hrs	16 hrs	40 hrs

Eligibility

This Engagement is available to existing Kustomer Clients only. It is intended solely for Clients who have completed an initial Kustomer Implementation and are seeking to optimize or maintain their current use of the platform.

DESCRIPTION OF SERVICES

Kustomer Managed Services packages provide Client with flexibility and access to experienced Admin resources to support the ongoing operation, optimization, and configuration of the Kustomer platform (“Solution”). Kustomer will provide a designated resource to support the Client in the usage and configuration of the Kustomer platform. These services may include guidance, configuration support, and solution deployment to align with the Client’s business processes.

They will work collaboratively with the Client to deliver the scoped Engagement Activities listed below, providing structured yet flexible support tailored to the Client’s business goals. All services provided are governed by the applicable Order and are structured as a monthly retainer with a fixed number of hours per month, as specified in the Order. These hours cover both scheduled online and offline work sessions, as well as activities required to manage the Client’s Solution instance.

SCHEDULE

These time-bound and duration-limited services will be provided during the service term specified in the applicable Order Form to which this professional services package is made part of. In the event that the applicable Order is signed after the Start Date specified for Engagement, the Start Date shall be adjusted to the date the Order is executed by the Client and the End Date shall be adjusted to maintain the term length specified in the Order.

ENGAGEMENT ACTIVITIES

Engagement may include the following activities, which may be based on the generally available ("GA") features of the Kustomer platform or any active trial features to which the Client is entitled. This list is non-exhaustive and is intended for directional purposes only, subject to availability and mutual agreement subject to estimation by Kustomer and within the bounds of monthly hours limitation.

Platform Configuration Management

Configuration or modification of features and functionality already deployed within the Client’s instance.
Updates to searches, custom attributes, workflows, SLAs, workflow rules, and routing logic.
Adjustments to user roles, team setup, and permission schemas.

Integration and Data Services

Ongoing support for integrations already implemented, including API-based and native integrations.
Assistance with standard data exports and import troubleshooting.
Advisory on webhook and event data configuration.

Knowledge Management

Support for knowledge base maintenance, including content structure, updates, and minor style adjustments using available platform tools.
Advisement on internal/external Help Center usage and best practices.

Reporting and Analytics Support

Assistance with creation or adjustment of standard/custom reports within the Kustomer platform.
Configuration of dashboards and visualizations for operational and strategic reporting.
Guidance on available reporting APIs and data pipeline options (e.g., Snowflake)

Optimization of Support Workflow

Optimization of snippets, shortcuts, and templates.
Advisement on automation enhancements and platform efficiency improvements.
Knowledge transfer sessions and documentation for Client-administered updates.

Solution Consulting

May act as a liaison between the Client and Kustomer Support team at the Client's discretion.
Provides guidance on when and how to engage Kustomer Support for platform-related issues.
Offers advisory services to assist the Client in interpreting platform behavior, without assuming responsibility for bug diagnosis or resolution.
Supports planning discussions to align feature usage, connections, integration patterns, and roadmap goals.

ENGAGEMENT ASSUMPTIONS

This engagement requires the Client’s active participation and timely coordination. Delay by the Client may impact timelines, budgets, and outcomes, and may require additional Services or Change Orders. In addition to the standard assumptions, the following assumptions also apply:

Consultation and configuration support for Kustomer AI Agentic features (AIR and AIC) are out of scope for this engagement.
Services are advisory and configuration-based in nature and assume active Client participation.
Activities requiring specific Kustomer technical expert may require up to two (2) weeks advance notice
Requests for services outside the scope of this package, including additional consultative time or support for activities not explicitly defined herein, may require a separate Order or an approved change order.
Delays or inaction on Client’s part may impact Kustomer’s ability to complete services.

12. AI Managed Services

AI Managed Services Package	Basic	Standard
Monthly Allocated Hours	16 hrs	40 hrs

Eligibility

This Engagement is available to existing Kustomer Clients only. It is intended solely for Clients who have completed an initial Kustomer Implementation and an AI implementation (Basic or Advanced) and are seeking to optimize or maintain their current AI Agent Teams.

DESCRIPTION OF SERVICES

Kustomer AI Managed Services packages provide the Client with flexibility and access to experienced AI Agent Admin resources to support the ongoing operation, optimization, and configuration of AI Agent Teams (“Solution”). Kustomer will provide a designated resource to support the Client in the usage and configuration of Kustomer AI Agentic features (AIR and AIC). These services may include guidance, configuration support, prompt engineering, and solution deployment to align with the Client’s business processes.

They will work collaboratively with the Client to deliver the scoped Engagement Activities listed below, providing structured yet flexible support tailored to the Client’s business goals. All services provided are governed by the applicable Order and are structured as a monthly retainer with a fixed number of hours per month, as specified in the Order. These hours cover both scheduled online and offline work sessions, as well as activities required to manage the Client’s Solution instance.

SCHEDULE

These time-bound and duration-limited services will be provided during the service term specified in the applicable Order Form to which this professional services package is made part of. In the event that the applicable Order is signed after the Start Date specified for Engagement, the Start Date shall be adjusted to the date the Order is executed by the Client and the End Date shall be adjusted to maintain the term length specified in the Order.

ENGAGEMENT ACTIVITIES

Engagement may include the following activities, which may be based on the generally available ("GA") features of the Kustomer platform or any active trial features to which the Client is entitled. This list is non-exhaustive and is intended for directional purposes only, subject to availability and mutual agreement subject to estimation by Kustomer and within the bounds of monthly hours limitation.

Hands-on configuration support and guidance on core Kustomer platform functionality, as outlined in the standard “Managed Services” package
AIR

Refining and adjusting current Kustomer attributes and objects for better integration with AIR co-pilots
Strategies for deploying co-pilots to human agent teams

AIC

Guidance on best practices for creating prompts
Fine tuning of current AI Agent Teams
Expand existing AI Agent Teams
Add additional AI Tools

Testing and Evaluations

Assistance with debugging
Planning and designing testing infrastructure
Building Evals categories and testing groups
Training on Evals results and expectations
Managing deployments between Sandbox and Production

AI Integrations

Support for new integrations between the Kustomer AI Agent Teams and services within the Client’s infrastructure
Updating existing integrations

Reporting and Analytics Support

Assistance with creation or adjustment of standard/custom reports for AI Agents within the Kustomer platform

Conversation and Knowledge Base Analysis

Review incoming conversations to find new situations where AI could provide benefit to support reps and customers
Review KB infrastructure to determine gaps in knowledge that could help AI Agent Teams

Solution Consulting

May act as a liaison between the Client and Kustomer Support team at the Client's discretion

ENGAGEMENT ASSUMPTIONS

This engagement requires the Client’s active participation and timely coordination. Delay by the Client may impact timelines, budgets, and outcomes, and may require additional Services or Change Orders. In addition to the standard assumptions, the following assumptions also apply:

Services are advisory and configuration-based in nature and assume active Client participation.
Activities requiring specific Kustomer technical expert may require up to two (2) weeks advance notice
Requests for services outside the scope of this package, including additional consultative time or support for activities not explicitly defined herein, may require a separate Order or an approved change order.
Delays or inaction on Client’s part may impact Kustomer’s ability to complete services.

13. APPENDIX A: CSV IMPORT

Overview

Kustomer provides a UI-based CSV Importer Tool that allows both Kustomer and clients to perform import tasks. While Kustomer may support the client with CSV imports, clients may also independently use the tool for certain data types. Usage of this UI tool is optional and must be agreed upon during scoping. The scope and roles (client-led vs. Kustomer-led) must be confirmed in the SOW.

This appendix outlines the CSV structure requirements, importable data types, file limitations, and typical responsibilities. It also establishes assumptions to ensure successful execution of data imports.

Importable Data Types and Requirements

The following data types represent common object categories that may be migrated into Kustomer via CSV import. These are illustrative examples only. The actual number and scope of records to be imported will be determined by the specific terms and scope outlined in the Engagement.

1. Conversations and Messages

Each CSV row must represent a discrete message within a conversation.
Required identifiers:

Unique row ID (e.g., externalID, ticketID)
Customer identifier (e.g., email, phone)

Required fields:

Message Direction (Inbound/Outbound)
Sender Name
Timestamp (format: YYYYMMDDTHH:MM:SS.000Z)
Conversation ID
Custom Attributes (up to 20 per conversation)

2. Users and Agents

CSV must include all users and agents, each with a unique identifier.
Data must align with associated tickets to preserve historical assignments.
Kustomer supports one-time user migration from platforms such as Freshdesk.

4. Shortcuts

CSV must include shortcuts and their categories.
Script-based migration not included unless explicitly scoped.

5. Knowledge Base

CSV must include (if applicable) categories, folders, language, and rand.
One-time import of articles and categories in supported languages.
Each article-language combination counts as one row; clients must provide a separate row for each language version.
Kustomer does not provide translation services.
Kustomer will validate the file against the template format prior to import.
Inline images are not migrated; clients are responsible for re-uploading post-migration.

CSV Row Limitations

These limitations are in place to ensure performance efficiency and processing stability. Exceeding documented thresholds may result in import failures or delays, for which Kustomer is not liable unless otherwise agreed in writing. Clients are responsible for adhering to row count limits and distributing data accordingly across files. Kustomer’s obligations are limited to the thresholds defined below unless an exception is explicitly mutually agreed upon.

Max rows per file: 50,000 rows

Assumptions

Client provides clean, pre-formatted CSVs per Kustomer template.
Kustomer will not manipulate or cleanse client data.
Timestamp and timezone conversions are the client’s responsibility.
Client validates data mappings and formatting before import.
Kustomer performs one-time imports per data type, unless scoped otherwise.
No rollback is supported after import; Client must retain backups.
Kustomer is not liable for data discrepancies originating from client-provided files.

14. APPENDIX B: SYSTEM ACCESS CREDENTIALS

Overview

To allow an API centric data migration from the Client’s legacy systems into the Kustomer platform, the Client must provide appropriate access credentials for each applicable source system. These credentials are necessary to authenticate, authorize, and retrieve historical data, including tickets, users, messages, and metadata. Kustomer’s ability to complete a full and accurate migration is reliant on the availability, completeness, and throughput of each system’s API.

Some data types, notably attachments or file objects, may not be accessible if the source platform's API does not expose them or imposes usage limitations. Such constraints will be evaluated and confirmed during the Mapping Workshop. For example each of these sample systems (Gorgias, Freshdesk, Gladly, Intercom) require the following access:

Username and Password
API Token
Admin Access (to retrieve tickets, metadata, and user records)

Failure to provide valid, complete credentials may result in delays or partial data migration. Systems not listed here may require a formal Change Order or Client-supplied CSV exports aligned with Kustomer’s data schema.

Assumptions

The following assumptions apply when API-based access is used for system-to-system data migrations:

The Client will provide valid, active API credentials (e.g., tokens, keys, usernames) for each applicable source system prior to commencement of the migration.
Kustomer is dependent on the rate limits, performance, and data availability of the source platform’s public or private API.
Kustomer will make best-effort attempts to extract all available data and supported objects (e.g., users, conversations, messages, custom fields, metadata), but:

Attachments, inline images, and file assets may be excluded if not exposed through the API or restricted by size, format, or access policies.
Deleted or archived records may not be accessible, depending on the system’s retention policy and API behavior.

Data consistency and quality are assumed to be maintained in the source system. Kustomer is not responsible for remediating corrupt or incomplete source data.
If the source system enforces API usage limits or throttling, Kustomer may need to pause or batch the migration over multiple cycles.
Client acknowledges that API rate limits imposed by either source system or Kustomer (e.g., throttling, pagination, concurrency caps) may impact the speed and sequencing of data migration. These constraints may require phased or batched imports and are outside of Kustomer’s control.
The total volume of records to be migrated, in conjunction with API limitations, may extend the migration timeline. Kustomer will make commercially reasonable efforts to complete the migration within the implementation schedule but reserves the right to adjust timelines via Change Order if necessary.
Any custom fields, tags, or data models unique to the source system must be disclosed during the Mapping Workshop to ensure accurate transformation and mapping into Kustomer.
The Client is responsible for verifying successful data migration in accordance with acceptance criteria defined in the SOW or Migration Validation Phase.