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. The Services below are non-refundable, and unless otherwise described below, must be consumed within the Subscription Term and will not roll-over into other periods. These Services are limited to a single Kustomer instance and are limited to Kustomer’s generally available features only.All capitalized terms not defined below, will have the meanings ascribed to them in the Order Form.

Kustomer Resources

Kustomer will allocate roles based on the services described and project needs. Assignments may adjust over time to best meet the Services objectives. Assignments may include one or more of the following resource types:

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:

Client Assumptions

• 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 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.
• 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 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. AI Implementation - Jumpstart

Eligibility

This package is available to existing Clients only. It is intended for Clients who are fully deployed on the Kustomer platform and wish to expand their use of AI capabilities.

Description of Service

The Jumpstart AI Implementation is an entry-level Engagement focused on enabling a single, foundational AI use case: knowledge base deflection. Kustomer Concierge will be configured to answer Client inquiries using the Client's Kustomer Knowledge Base as the sole content source. No other data sources, tools, or procedures are included.

Schedule

The Implementation - AI Jumpstart package must commence with a Project Kick-Off meeting. 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 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 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, responsible for scheduling, status communication, and issue escalation through Go-Live.

Discovery & Configuration

• Kustomer will confirm the Client's Knowledge Base content is organized and sufficient to support deflection.
• Kustomer will configure Concierge to reference the Knowledge Base as its sole content source.
• Kustomer and Client will test deflection responses against a sample set of common inquiries.
• Kustomer will provide recommendations for any Knowledge Base content gaps identified during validation.

Post Go-Live Support

• Kustomer will hold two (2) checkpoint calls within one (1) week following Go-Live to review deflection performance and address configuration questions.
• 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).

Engagement Assumptions

This engagement requires the Client's active participation and timely coordination. Delay by the Client may impact timelines and outcomes. In addition to the standard assumptions, the following assumptions also apply:

• Scope is limited to one (1) Concierge AI Agent with one (1) procedure, using the Client's Kustomer Knowledge Base as the sole content source.
• No custom tools or additional data sources are included.
• No integrations, custom development, or external data sources are included.
• The Client is accountable for the accuracy and completeness of Knowledge Base content used for deflection.

3. AI Implementation - Basic

Eligibility

This package is available to existing Clients only. It is intended 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 is for a single AI use case with appropriate tools and procedures designed to assist with typical support workflows such as knowledge base search or communicating data stored on a conversation timeline. The goal of the engagement is to build a solid foundation for AI Agent activity that can be expanded upon in the future.

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.

During this Engagement the areas of focus are as follows:

• Discovery and establishment of AI use case - This focus area defines that the establishment of a single AI use case will be a collaborative effort between the Kustomer and Client project teams.
• Solution design - This focus area defines that Services will provide a written design document which Client will review and approve prior to any build activities.
• AI Agent build - This focus area defines that Services will build the required AI Agent, including any necessary tools and procedures.
• Contained data usage - This focus area defines that the activities of the AI Agent will center on data contained within the Kustomer platform, e.g. KObjects and conversations. The exception to this is knowledge sources for a RAG use case can point to external services.

Schedule

The Implementation - AI Basic package must commence with a Project Kick-Off meeting. All engagement activities must be completed within six (6) 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 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 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:

• 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 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 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.
• 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 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.

AI Build

Kustomer and Client will participate in an AI Build 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, AI tooling build, configuration support, and best practices; the Client will contribute use case context, testing scenarios, execute configuration where applicable, and validate activities.

The AI Build 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.

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

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:

• Scope is limited to one of:
  • One Concierge AI Agent with up to four (4) Procedures and three (3) custom Tools
  • One Envoy AI Agent with a Supervisor and up to two (2) sub-agents and two (2) custom Tools
• Scope is limited to data exclusively within Kustomer platform, with an exception for knowledge sources for a RAG use case that can point to external services
• No custom development or integrations via API or MCP are included
• AI Agent will be configured for typical support use cases (e.g., Knowledge base deflection)
• The Client is accountable for the accuracy of content and subject matter expertise regarding data obtained from outside sources

4. AI Implementation - Advanced

Eligibility

This package is available to existing Clients only. It is intended 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 Implementation is a collaborative Engagement focused on supporting the initial adoption and deployment of Kustomer AI capabilities. This is for up to two (2) AI use cases with appropriate tools and procedures designed to assist with typical support workflows. Use cases may include a knowledge base search or communicating data stored on a conversation timeline. It may also contain a read-only integration with services outside of Kustomer, e.g. API calls to Client owned infrastructure.

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.

During this Engagement the areas of focus are as follows:

• Discovery and establishment of AI use case(s) - This focus area defines that the establishment of up to two (2) AI use cases will be a collaborative effort between the Kustomer and Client project teams.
• Solution design - This focus area defines that Services will provide a written design document which Client will review and approve prior to any build activities.
• AI Agent build - This focus area defines that Services will build the required AI Agent, including any necessary tools and procedures.
• Data integration - This focus area defines that Services may establish a read-only connection to a service external to Kustomer to provide additional context to an AI Agent. This connection may use OpenAPI specifications or an MCP client-server relationship.

Schedule

The Implementation - AI Advanced package must commence with a Project Kick-Off meeting. 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

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 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:

• 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 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:
  • 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 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.

AI Build

Kustomer and Client will participate in an AI Build 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, AI tooling build, configuration support, and best practices; the Client will contribute use case context, testing scenarios, execute configuration where applicable, and validate activities.

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

• 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
• Building read-only integrations with external services via OpenAPI to retrieve data for additional AI context
• Building connections to external MCP servers via Kustomer’s MCP client
• Establishing deterministic and generative responses as applicable to customer requests

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.

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 three (3) weeks following Go-Live
• AI model behavior and learning adjustments
• Deflection performance insights
• Workflow optimization recommendations
• Transfer of ownership to long-term support
• 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).

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:

• Scope is limited to one of:
  • One Concierge AI Agent with up to eight (8) Procedures and six (6) custom Tools
  • One Envoy AI Agent with a Supervisor and up to four (4) sub-agents and six (6) custom Tools
• Client must provide subject matter expertise to properly define use case(s) and data sources that will be used by AI Agent
• Integrations with external data sources will require Client to provide appropriate access and authentication
• The Client is accountable for the accuracy of content and subject matter expertise regarding data obtained from outside sources

5. AI & Platform Excellence Program (APEX)

Description of Service

Under this Engagement, Kustomer will provide its AI & Platform Excellence Program to support Client's adoption, scalability, and operational optimization of the Kustomer platform (the "Solution"). This includes consultative services, governance, and technical support aligned to Client's business objectives, to be delivered for one production instance of the Solution unless otherwise specified.

AI & Platform Excellence Program includes:

• Access to the Managed Services offering, as detailed in Appendix A.
• Access to Premier Support, as detailed in Appendix B.

Engagement Assumptions

• Services are limited to one production instance of the Solution.
• All Services will be rendered remotely unless explicitly agreed otherwise in writing.
• Client will provide necessary access to systems, personnel, and data.
• Engagement activities may evolve based on Client priorities and must be mutually agreed upon.
• Material changes require a formal Change Order.
• All Premier Support Requests will be submitted using Kustomer’s designated severity and priority workflow, in accordance with its current Support Policies and SLA standards. Submissions will be through designated chat and email channels into Kustomer’s support platform.

APPENDIX A: MANAGED SERVICES

DESCRIPTION OF SERVICES

During the term of this Schedule, Kustomer shall provide Client with a subscription-based Engagement to support the ongoing operation, optimization, and configuration of the Kustomer platform (“Solution”). These time-bound and duration-limited services will be provided during the Term specified in the applicable Order. Unless otherwise stated in such Order, the Engagement shall be performed remotely. 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.

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.

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.

SERVICE DELIVERY AND LIMITATIONS

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.

Hours in the package are designed to be allocated and consumed on a monthly basis during the Term. Any hours allocated to a specific month and not consumed in that month will not be carried forward to a subsequent month and will be forfeited with no refund or credits. While hours will not be tracked with granular precision, Kustomer and Client agree to manage consumption in the spirit of partnership, directionally adhering to the monthly hour allocation.

CLIENT RESPONSIBILITIES

Client shall:

• Maintain a valid subscription to the Kustomer Solution.
• Assign a designated point of contact and or administrator to coordinate all service requests.
• Ensure that required personnel are available and cooperative throughout the engagement.
• Promptly provide access to environments, data, or systems required for performance.
• Accept that any delay or inaction on Client’s part may impact Kustomer’s ability to complete services.

ENGAGEMENT ASSUMPTIONS

• Services are advisory and configuration-based in nature and assume active Client participation.
• The engagement is limited to one production instance of the Solution.
• Services may be paused or rescheduled with reasonable notice by either party but will not impact the mutually agreed to Term.
• Services will be rendered using generally available features of the Solution at the time of service delivery.
• The Client will assign a primary point of contact for the duration of this engagement.
• Sessions will be conducted remotely and in English during business hours (9:00 AM – 5:00 PM) local time of assigned Kustomer resources.
• Services are limited to the Kustomer platform and do not include third-party systems or custom development.
• Activities requiring specific Kustomer technical expert may require up to two (2) weeks advance notice
• All work is subject to the monthly hour limits defined in the applicable Order; no hours will be carried over month to month.
• Kustomer retains discretion to differentiate between Managed Services and out-of-scope project-based work; activities deemed to fall outside of the Managed Services scope may require separate scoping and contracting under a Professional Services engagement.
• 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.
• Additional Professional Services offerings may be available for a fee and will be scoped and contracted separately based on Client needs.

APPENDIX B: PREMIER SUPPORT

DESCRIPTION OF SERVICES

Premier Support is an enhanced support program offering prioritized access to specialized support resources. Support activities are aligned with Kustomer’s support SLAs.

PREMIER SUPPORT ACTIVITIES AND DELIVERABLES

Expanded Support Hours and Response Times

Extended hours and expedited response times ensure timely assistance and minimize business disruption during critical periods. Premier Support supersedes the applicable standard support policies defined at https://help.kustomer.com/en_us/contact-kustomer-support-rJsApFSIS by providing:

• 24/5 coverage: Support is available continuously from Sunday 6:00 PM ET through Friday 9:00 PM ET.
• Expedited Response SLAs:
  • 15-minute response time for Critical Impact inquiries
  • 60-minute response time for all other severity levels

CLIENT RESPONSIBILITIES

Client shall:

• Designate up to 5 primary points of contact/authorized users
• Notify Kustomer at least 10 business days in advance of critical events
• Cooperate with Kustomer to ensure full context and readiness for deployments