Kustomer Professional Services Terms

1. Standard Professional Services Terms

All Professional Services described herein are provided pursuant to an Order Form referencing the purchased Professional Services described below. Capitalized terms not defined below will have the meanings ascribed to them in the Order Form.

Kustomer Resources

Client Resources

Client must assign and maintain the following roles (may be combined):

Client Assumptions

• Client is responsible for configuring the Kustomer instance outside of Collaborative Configuration activities
• Client will make timely decisions on security, consent, and connection setup
• Client is responsible for resource scheduling and coordination
• Client is responsible for all configuration and workflow testing outside of the Collaborative Configuration activities
• Client is responsible for scheduling and executing User Acceptance Testing (UAT)

Engagement Assumptions

• Sessions conducted remotely in English during business hours (9:00 AM – 5:00 PM)
• Services performed in Client's production instance unless otherwise agreed
• Documentation and communications in English
• Services limited to a single Kustomer instance, brand, and language unless otherwise agreed
• Implementation activities limited to generally available platform features
• Services limited to the Kustomer platform, excluding third-party systems or custom development
• Unused hours or services not used within the engagement period will expire without refund or carryover
• Services not expressly included require a new Order Form or Change Order
• Additional hours, integrations, and deferred services require a new Order Form or Change Order
• Additional Professional Services are available for a fee, scoped separately
• Client reimburses Kustomer for reasonable travel, lodging, communications, shipping, and out-of-pocket expenses
• Delays or inaction by Client may impact Kustomer's ability to complete services

Completion Notice

Upon conclusion of consultative sessions or end of the engagement period, Kustomer will provide a written Completion Notice. Client has five (5) business days from receipt to notify Kustomer of any outstanding services or unmet milestones. Absent such notice, 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 provides consultative support guiding the team's configuration and adoption. It is intended for Clients with sufficient internal resources for independent execution requiring light-touch advisory support. Client acknowledges that this is not a substitute for a structured Professional Services-led implementation.

Kustomer provides a main point of contact and an onboarding plan with recommended completion tasks. It is the Client's responsibility to maintain and use the onboarding plan.

Schedule

The package must commence with a Project Kick-Off meeting scheduled within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within thirty (30) calendar days of Kick-Off. Unused sessions expire thereafter with no credit or refund.

Engagement Activities

The package includes up to four (4) one-hour consultative sessions and an initial introductory call. Calls may be scheduled in any combination or increment based on Consultant availability and Client preference.

All consultation activities are advisory only. Kustomer will not perform hands-on configuration.

Consultation call activities may include:

• Reviewing package activities, timelines, and engagement expectations
• Guiding 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 on 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 provides consultative support guiding the team's configuration and adoption. It is intended for clients with sufficient internal resources for independent execution requiring light-touch advisory support. Client acknowledges that this is not a substitute for a structured Professional Services-led implementation.

Kustomer provides a main point of contact and an onboarding plan with recommended completion tasks. It is the Client's responsibility to maintain and use the onboarding plan.

Schedule

The package must commence with a Project Kick-Off meeting scheduled within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within thirty (30) calendar days of Kick-Off. Unused sessions expire thereafter with no credit or refund.

Engagement Activities

The package includes up to six (6) one-hour consultative sessions and an initial introductory call. Calls may be scheduled in any combination or increment based on Consultant availability and Client preference.

All consultation activities are advisory only. Kustomer will not perform hands-on configuration.

Consultation call activities may include:

• Reviewing package activities, timelines, and engagement expectations
• Guiding 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 on agent workflow, system adoption, and go-live preparation

Kustomer may provide technical architectural guidance supporting scalable implementation. This guidance is advisory, assisting with early design, extensibility planning, and data integration readiness.

Topics may include:

• Event and data ingestion strategies using REST APIs, Bulk API, and Streaming APIs
• Best practices for structuring custom objects (KObjects) for business entities and workflows
• API usage planning for CRUD operations, rate limits, and authentication models
• Integration sequencing with third-party platforms using supported patterns
• User identity and SSO model design leveraging supported protocols
• Application extensibility using the Kustomer App Framework

4. Implementation - Basic

Description of Service

A jointly-led engagement between Kustomer and Client. Kustomer Professional Services provides project management, consultative, and platform support guiding Client configuration and adoption. Intended for Clients wanting joint configuration and deployment. Client recognizes that they need to have sufficient internal resources to execute implementation jointly with Kustomer.

Schedule

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

Engagement Activities

Activities depend on Client's unique use case, objectives, and scope mutually agreed. Activities reflect industry-standard implementation practices and represent Kustomer's implementation approach. Delivery is subject to coordination based on a mutually agreed project schedule.

Project Management

Kustomer assigns a Project Manager as primary contact, responsible for delivery oversight and project coordination ensuring successful implementation outcomes. Collaborates with Client to develop and maintain a project plan, define key milestones, and monitor progress.

Project Management Responsibilities:

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

Discovery & Design

Kustomer leads structured discovery and design sessions with Client to define business and technical requirements guiding implementation. Sessions establish shared understanding of use cases, align on priorities, and inform the configuration approach.

• Kustomer coordinates scheduling, agenda planning, participant alignment, recommending time allocations and attendees
• Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions
• Kustomer facilitates working sessions reviewing Client inputs, identifying gaps, and assessing solution fit
• Kustomer and Client collaboratively define and document functional requirements including:
  • Client Support Teams
  • Client Support Process Flows
  • Requirement Prioritization
  • Analytics and Reporting Data Requirements
• Client must provide appropriate stakeholders including:
  • Project Manager (point of contact)
  • Subject Matter Experts (SMEs)
  • System Administrators and/or development team members
• Kustomer summarizes outcomes and provides a Functional Design Document outlining recommended platform configuration and implementation approach
• All design recommendations are validated with Client, incorporated into the implementation plan, and subject to change control if requirements evolve post-design

Collaborative Configuration

Kustomer and Client participate in a "Collaborative Configuration" process—a guided implementation model where Kustomer facilitates platform setup collaboratively, ensuring shared responsibility. Kustomer provides product guidance, configuration support, and best practices; Client contributes use case context, executes configuration, and validates deliverables.

Engagement includes up to eight (8) hours of Collaborative Configuration. Hours may be used for consultative working sessions, setup validation, co-configuring specific features, and addressing implementation questions.

Activity is based on generally available ("GA") platform features or active trial features the Client is entitled to. Services are subject to mutual agreement and availability, and may be subject to estimation or adjustment by Kustomer.

Activity is expressly limited to user interface (UI)-based configuration of the Kustomer platform using generally available features and settings. Services do not include third-party system integrations, API development, custom scripting, or custom coding. Such activities require a separate Order Form or Change Order.

Training

Kustomer provides enablement sessions preparing Client users and administrators for successful adoption. Training is structured to deliver foundational knowledge and role-specific instruction aligned to implementation scope and configuration. Sessions are delivered remotely and recorded unless otherwise agreed.

Training includes:

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 recorded and shared with Client for internal use

Post Go-Live Support

Kustomer provides transitional support helping Client administrators and users stabilize operations and confidently adopt the Kustomer platform following Go-Live. Post Go-Live Support focuses on functionality questions, configuration issue resolution, and warm transition to long-term support resources.

• Kustomer holds one (1) checkpoint call per week for the first two (2) weeks following Go-Live
• Sessions designed to address immediate platform usage questions, reinforce training concepts, and guide Client through early-stage adoption
• At support period conclusion, Kustomer completes a warm handoff to the Kustomer Technical Support team and provides relevant support contact details
• Post Go-Live checkpoints are advisory and focused on optimizing Client readiness and user confidence as the engagement concludes

5. Implementation - Standard

Description of Service

Standard Implementation is intended for Clients wanting joint configuration and deployment. Kustomer Professional Services provides project management, consultative, and platform support guiding team configuration and adoption. Client recognizes that they need to have sufficient internal resources to execute implementation jointly with Kustomer.

Schedule

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

Engagement Activities

Activities depend on Client's unique use case, objectives, and scope mutually agreed. Activities reflect industry-standard implementation practices and represent Kustomer's implementation approach. Delivery is subject to coordination based on a mutually agreed project schedule.

Project Management

Kustomer assigns a Project Manager as primary contact, responsible for delivery oversight and project coordination ensuring successful implementation outcomes. Collaborates with Client to develop and maintain a project plan, define key milestones, and monitor progress.

Kustomer Project Management responsibilities may include:

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

Discovery & Design

Kustomer leads structured discovery and design sessions with Client to define business and technical requirements guiding implementation. Sessions establish shared understanding of use cases, align on priorities, and inform the configuration approach.

• Kustomer coordinates scheduling, agenda planning, participant alignment, recommending time allocations and attendees
• Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions
• Kustomer facilitates working sessions reviewing Client inputs, identifying gaps, and assessing solution fit
• Kustomer and Client collaboratively define and document functional requirements including:
  • Client Support Teams
  • Client Support Process Flows
  • Requirement Prioritization
  • Analytics and Reporting Data Requirements
• Client must provide appropriate stakeholders including:
  • Project Manager (point of contact)
  • Subject Matter Experts (SMEs)
  • System Administrators and/or development team members
• Kustomer summarizes outcomes and provides a Functional Design Document outlining recommended platform configuration and implementation approach
• All design recommendations are validated with Client, incorporated into the implementation plan, and subject to change control if requirements evolve post-design

Collaborative Configuration

Kustomer and Client participate in a "Collaborative Configuration" process—a guided implementation model where Kustomer facilitates platform setup collaboratively, ensuring shared responsibility. Kustomer provides product guidance, configuration support, and best practices; Client contributes use case context, executes configuration, and validates deliverables.

Engagement includes up to sixteen (16) hours of Collaborative Configuration. Hours may be used for consultative working sessions, setup validation, co-configuring specific features, and addressing implementation questions.

Activity is based on generally available ("GA") platform features or active trial features the Client is entitled to. Services are subject to mutual agreement and availability, and may be subject to estimation or adjustment by Kustomer.

Activity is expressly limited to user interface (UI)-based configuration of the Kustomer platform using generally available features and settings. Services do not include third-party system integrations, API development, custom scripting, or custom coding. Such activities require a separate Order Form or Change Order.

Platform Architecture Guidance

Kustomer may provide technical enablement and architectural guidance supporting scalable implementation. Guidance is advisory and assists with early design, extensibility planning, and data integration readiness. Delivery timing is based on availability and project scope relevance.

Topics may include:

• Event and data ingestion strategies using REST APIs, Bulk API, and Streaming APIs
• Best practices for structuring custom objects (KObjects) for business entities and workflows
• API usage planning for CRUD operations, rate limits, and authentication models
• Integration sequencing with third-party platforms using supported patterns
• User identity and SSO model design leveraging supported protocols
• Application extensibility using the Kustomer App Framework

Training

Kustomer provides enablement sessions preparing Client users and administrators for successful adoption. Training is structured to deliver foundational knowledge and role-specific instruction aligned to implementation scope and configuration. Sessions are delivered remotely and recorded unless otherwise agreed.

Training includes:

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 recorded and shared with Client for internal use

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 recorded and shared with Client for internal use

Post Go-Live Support

Kustomer provides transitional support helping Client administrators and users stabilize operations and confidently adopt the Kustomer platform following Go-Live. Post Go-Live Support focuses on functionality questions, configuration issue resolution, and warm transition to long-term support resources.

• Kustomer holds one (1) checkpoint call per week for the first two (2) weeks following Go-Live
• Sessions designed to address immediate platform usage questions, reinforce training concepts, and guide Client through early-stage adoption
• At support period conclusion, Kustomer completes a warm handoff to the Kustomer Technical Support team and provides relevant support contact details
• Post Go-Live checkpoints are advisory and focused on optimizing Client readiness and user confidence as the engagement concludes

6. Optimization Assessment

Eligibility

Engagement available to existing Clients only. Intended solely for Clients completing initial Kustomer Implementation seeking to optimize current platform use. 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

A structured, time-bound assessment evaluating Client's current Kustomer platform configuration, providing actionable recommendations improving platform utilization, feature adoption, and operational efficiency. Engagement is consultative, limited to review and recommendation activities only.

Engagement results in a readout assessment delivery in mutually agreed format (Google Docs or presentation slides) summarizing findings, highlighting optimization opportunities, and offering configuration or usage recommendations. No implementation, reconfiguration, or development services included.

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 package must commence with a Project Kick-Off meeting scheduled within thirty (30) days of service start date. All engagement activities must be completed within four (4) weeks of Kick-Off. Activities not completed within the designated timeframe expire with no credit, refund, or residual value.

Engagement Activities

Engagement includes the following activities:

• Kick-Off session aligning on objectives, timelines, and deliverable format
• Three (3) one-hour remote Discovery sessions with key stakeholders capturing platform current use and feature adoption insights
• Configuration and feature usage review conducted by Kustomer resources, focusing on best practices alignment and underutilized capability identification
• Readout assessment creation based on available configuration data and discovery sessions, summarizing findings, improvement opportunities, and prioritized recommendations, without additional diagnostics beyond reasonably achievable within the engagement window
• Final readout presentation reviewing assessment results and addressing Client stakeholder questions

All services and activities are limited to the Engagement scope and functionality available in Client's active Kustomer instance. Engagement does not include expansion planning, strategic advisory, or recommendation implementation.

Deliverables

The sole deliverable is a Readout Assessment provided in mutually agreed format (Google Doc or presentation slides). Readout includes:

• Findings summary from 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 urgency and potential business impact
• Estimated effort levels directional in nature, based on reasonable assessment-period assumptions; non-binding, intended for internal planning

Kustomer delivers the readout assessment on or before the Engagement timeline end. Client has five (5) business days from delivery to request clarifications. Absent such request, deliverable deemed accepted.

7. Add-On: Kustomer Data Migration

Eligibility

Package available to new Clients only. Intended for first-time Kustomer implementing Clients, not applicable to existing Clients expanding current implementation. Must be purchased alongside a Kustomer Implementation, and cannot be purchased as a stand-alone service.

Description of Service

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

Kustomer reviews during kickoff and mapping workshops actual data volumes and records. Final classification drives expected effort level, 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 package must commence with a Project Kick-Off meeting scheduled 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 referenced on the Order Form. Professional Services not completed within the associated Implementation duration expire with no credit, refund, or residual value.

Engagement Activities

Engagement supplements standard Kustomer implementation, focusing on legacy system data migration. All services aligned to implementation timeline and project structure.

Phase 1: Migration Kickoff — Initial Kustomer and Client alignment. Kustomer's Project Manager, Developer, and Client's Project Resources conduct a Kickoff Call confirming project scope, reviewing the Engagement, and discussing key milestones. Focus on finalizing project timeline, confirming Client's data sources, and ensuring necessary system access. Establishes communication protocols and reviews system access requirements.

Objective: Initial alignment and scope confirmation.

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

Objective: Data Mapping Definition.

Phase 3: Data Delivery & Inspection — Client provides data in agreed formats. Kustomer inspects data and provides a preliminary integrity report identifying issues. Client validates data ensuring accuracy. See APPENDIX A: CSV IMPORT and APPENDIX B: SYSTEM ACCESS CREDENTIALS governing data injection approach.

Objective: Client provides raw data for migration.

Phase 4: Test Data Load — Kustomer loads test data (e.g., up to 100 tickets, 5-10 articles) providing a pre-load data report. Client inspects and approves data accuracy before entire migration.

Objective: Client Acceptance of test data load into Kustomer.

Phase 5: Initial Data Load — Kustomer loads initial data set into migration database. If issues arise, Kustomer resolves as notified by Client, confirming readiness before final data load.

Objective: Initial migration of data into Kustomer.

Phase 6: Final Data Load — Client and Kustomer schedule final migration, reviewing timelines, resource availability, and migration readiness. Kustomer loads final data once Client confirms.

Objective: Final migration completion.

Project Management

Engagement supported by the existing Implementation Project Manager. No additional Project Manager resource is allocated. The Project Manager integrates activities into the main project plan, overseeing milestones related to the Engagement and Go-live alignment with broader platform deployment.

8. Add-On: Kustomer Data Migration - Zendesk

Eligibility

Package available to new Clients only. Intended for first-time Kustomer implementing Clients, not applicable to existing Clients expanding current implementation. Must be purchased alongside a Kustomer Implementation, and cannot be purchased as a stand-alone service.

Description of Service

Data migration services scoped based on the volume and complexity of legacy data migrating from a single Zendesk instance to Kustomer. Migration scoped for volume up to 500,000 records across typical Zendesk objects:

Objects not explicitly included, such as Zendesk Community content, are considered out of scope. Kustomer reviews data volumes and structures during 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 package must commence with a Project Kick-Off meeting scheduled within thirty (30) days of the Subscription Start Date. All engagement activities must be completed within four (4) weeks of Kick-Off. Activities not completed within the designated timeframe expire with no credit, refund, or residual value.

Engagement Activities

Engagement supplements standard Kustomer implementation, focusing on legacy system data migration. All services aligned to implementation timeline and project structure.

Phase 1: Migration Kickoff — Initial Kustomer and Client alignment. Kustomer's Project Manager, Developer, and Client's Project Resources conduct a Kickoff Call confirming project scope, reviewing the Engagement, and discussing key milestones. Focus on finalizing project timeline, confirming Client's data objects to migrate, and ensuring necessary system access. Establishes communication protocols and reviews system access requirements.

Objective: Initial alignment and scope confirmation.

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

Objective: Data Mapping Definition.

Phase 3: Data Delivery & Inspection — Client provides data via a combination of Zendesk API access and preformatted CSV files where applicable. Kustomer inspects data and provides a preliminary integrity report identifying issues. Client validates data ensuring accuracy, confirming source to target readiness. See APPENDIX A: CSV IMPORT and APPENDIX B: SYSTEM ACCESS CREDENTIALS governing data injection approach.

Objective: Client provides raw data for migration.

Phase 4: Test Data Load — Kustomer loads test data (e.g., up to 100 tickets, 5-10 articles) providing a pre-load data report. Client inspects and approves data accuracy before entire migration.

Objective: Client Acceptance of test data load into Kustomer.

Phase 5: Initial Data Load — Kustomer loads initial data set into migration database. If issues arise, Kustomer resolves as notified by Client, confirming readiness before final data load.

Objective: Initial migration of data into Kustomer.

Phase 6: Final Data Load — Client and Kustomer schedule final migration, reviewing timelines, resource availability, and migration readiness. Kustomer loads final data once Client confirms.

Objective: Final migration completion.

Project Management

Engagement supported by the existing Implementation Project Manager. No additional Project Manager resource is allocated. The Project Manager integrates activities into the main project plan, overseeing milestones related to the Engagement and Go-live alignment with broader platform deployment.

9. Implementation - AI Basic

Eligibility

Package available to new or existing Clients. Package may be added to new customer onboarding or implementation, or purchased separately for fully deployed Clients wishing to expand AI capabilities use.

Description of Service

Basic AI Implementation is a collaborative engagement supporting initial adoption and deployment of Kustomer AI capabilities. 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 the conversation timeline.

Kustomer Professional Services provides consultative, project management, and platform-specific support guiding Client's AI features configuration, with emphasis on workflow alignment, intelligent automation design, and Agent in the loop processes. Client is expected to bring domain knowledge and dedicated resources ensuring successful AI features configuration and adoption.

Schedule

The package must commence with a Project Kick-Off meeting scheduled within ninety (90) days of the Subscription Start Date for applicable AI products set forth in the Order Form. All engagement activities must be completed within forty-five (45) days of Kick-Off. Activities not completed within the designated timeframe expire with no credit, refund, or residual value.

Engagement Activities

Included AI Activities:

• Configuration guidance for 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 human agent
  • Providing details to customer about timeline-stored information

Kustomer works jointly with Client ensuring AI activities are designed and configured for immediate use cases, with emphasis on operational readiness and measured ROI.

Project Management

Kustomer assigns a Project Manager as primary contact, responsible for delivery oversight and project coordination ensuring successful implementation outcomes. Collaborates with Client to develop and maintain a project plan, define key milestones, and monitor progress.

Kustomer Project Management responsibilities may include:

• Creating and managing a project plan outlining tasks, dependencies, timelines, action items, and assigned resources
• Coordinating Kustomer personnel and resources aligning with the defined Engagement
• Monitoring project execution and maintaining documentation in a shared workspace
• Delivering weekly status updates focused on scope, timeline, and risks
• Communicating scope changes and coordinating change request approval
• Managing stakeholder expectations and addressing escalated issues
• Identifying and mitigating project risks and ensuring open item resolution
• Providing overall direction and operational support ensuring cross-workstream alignment

Discovery & Design

Kustomer leads structured discovery and design sessions with Client to define business and technical requirements guiding implementation. Sessions establish shared understanding of use cases, align on priorities, and inform the configuration approach.

• Kustomer coordinates scheduling, agenda planning, participant alignment, recommending time allocations and attendees
• Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions
• Kustomer facilitates working sessions reviewing Client inputs, identifying gaps, and assessing solution fit based on available AI features
• Kustomer and Client collaboratively define and document functional requirements including:
  • AI Agent Teams
  • Requirement Prioritization
  • UAT with Evals
• Client must provide appropriate stakeholders including:
  • Project Manager (point of contact)
  • Subject Matter Experts (SMEs)
  • System Administrators and/or development team members
• Kustomer summarizes outcomes and provides an AI Architectural Design Document outlining recommended AI Agent Team configuration and implementation approach
• All design recommendations are validated with Client, incorporated into the implementation plan, and subject to change control if requirements evolve post-design

Collaborative Configuration

Kustomer and Client participate in a "Collaborative Configuration" process—a guided implementation model where Kustomer facilitates platform setup collaboratively, ensuring shared responsibility. Kustomer provides product guidance, configuration support, and best practices; Client contributes use case context, executes configuration, and validates activities.

Collaborative Configuration is 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

Activity is based on generally available ("GA") platform features or active trial features the Client is entitled to. Activities and effort are subject to mutual agreement and availability, and may be subject to estimation or adjustment by Kustomer.

Platform Architecture Guidance

Kustomer may provide technical enablement and architectural guidance supporting scalable implementation. Guidance is advisory and assists with early design, extensibility planning, and data integration readiness. Delivery timing is based on availability and project scope relevance.

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 provides transitional support helping Client administrators and users stabilize operations and confidently adopt the Kustomer platform following Go-Live. Post Go-Live Support focuses on functionality questions, configuration issue resolution, and warm transition to long-term support resources. Kustomer offers two (2) post-launch checkpoint calls addressing:

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

Engagement Assumptions

Engagement requires Client's active participation and timely coordination. Client delay may impact timelines, budgets, outcomes, and may require additional Services or Change Orders. In addition to 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 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

Package available to new or existing Clients. Package may be added to a new customer implementation, or purchased separately for fully deployed Clients wishing to expand AI capabilities use.

Description of Service

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

Engagement includes:

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

Kustomer Professional Services provides consultative, project management, and platform-specific support guiding Client's AI features configuration, with emphasis on workflow alignment, intelligent automation design, and Agent in the loop processes. Client is expected to bring domain knowledge and dedicated resources ensuring successful AI features configuration and adoption.

Schedule

The package must commence with a Project Kick-Off meeting scheduled within ninety (90) days of the Subscription Start Date for applicable AI products set forth in the Order Form. All engagement activities must be completed within eight (8) weeks of Kick-Off. Activities not completed within the designated timeframe expire with no credit, refund, or residual value.

Engagement Activities

Included AI Activities:

• Configuration guidance for 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 the Kustomer platform into AI generated responses
  • Complicated routing and deflection
  • Multi-step reasoning

Kustomer works jointly with Client ensuring AI activities are designed and configured for immediate use cases, with emphasis on operational readiness and measured ROI.

Project Management

Kustomer assigns a Project Manager as primary contact, responsible for delivery oversight and project coordination ensuring successful implementation outcomes. Collaborates with Client to develop and maintain a project plan, define key milestones, and monitor progress.

Kustomer Project Management responsibilities may include:

• Creating and managing a project plan outlining tasks, dependencies, timelines, action items, and assigned resources
• Coordinating Kustomer personnel and resources aligning with the defined Engagement
• Monitoring project execution and maintaining documentation in a shared workspace
• Delivering weekly status updates focused on scope, timeline, and risks
• Communicating scope changes and coordinating change request approval
• Managing stakeholder expectations and addressing escalated issues
• Identifying and mitigating project risks and ensuring open item resolution
• Providing overall direction and operational support ensuring cross-workstream alignment

Discovery & Design

Kustomer leads structured discovery and design sessions with Client to define business and technical requirements guiding implementation. Sessions establish shared understanding of use cases, align on priorities, and inform the configuration approach.

• Kustomer coordinates scheduling, agenda planning, participant alignment, recommending time allocations and attendees
• Client is solely responsible for documenting its internal business requirements, use cases, and current-state processes prior to these sessions
• Kustomer facilitates working sessions reviewing Client inputs, identifying gaps, and assessing solution fit based on available AI features
• Kustomer and Client collaboratively define and document functional requirements including:
  • AI Agent Teams
  • External integrations
  • Reasoning requirements
  • Requirement Prioritization
  • UAT with Evals
• Client must provide appropriate stakeholders including:
  • Project Manager (point of contact)
  • Subject Matter Experts (SMEs)
  • System Administrators and/or development team members
• Kustomer summarizes outcomes and provides an AI Architectural Design Document outlining recommended AI Agent Team configuration and implementation approach
• All design recommendations are validated with Client, incorporated into the implementation plan, and subject to change control if requirements evolve post-design

Configuration and Development

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

• Configuring API-based integrations between the Kustomer platform and third-party systems
• Designing and creating integration flows usable 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 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

Engagement requires Client's active participation and timely coordination. Client delay may impact timelines, budgets, outcomes, and may require additional Services or Change Orders. In addition to 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 require Client providing appropriate access and authentication
• Client is responsible for content accuracy and knowledge base updates required

11. Managed Services

Managed Services Package

Eligibility

Engagement available to existing Kustomer Clients only. Intended solely for Clients completing initial Kustomer Implementation seeking to optimize or maintain current platform use.

Description of Services

Kustomer Managed Services packages provide Client with flexibility and access to experienced Admin resources supporting ongoing operation, optimization, and configuration of the Kustomer platform ("Solution"). Kustomer provides a designated resource supporting Client in platform usage and configuration. Services may include guidance, configuration support, and solution deployment aligning with Client's business processes.

Resources work collaboratively delivering scoped Engagement Activities, providing structured yet flexible support tailored to Client's business goals. Services are governed by the applicable Order, structured as a monthly retainer with fixed monthly hours as specified. Hours cover both scheduled online and offline work sessions and activities managing Client's Solution instance.

Schedule

Time-bound and duration-limited services provided during the service term specified in the applicable Order Form. If an Order is signed after the specified Start Date, the Start Date is adjusted to the Order execution date, and the End Date is adjusted to maintain the specified term length.

Engagement Activities

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

1. Platform Configuration Management

• Configuration or modification of already-deployed features and functionality
• Updates to searches, custom attributes, workflows, SLAs, workflow rules, and routing logic
• Adjustments to user roles, team setup, and permission schemas

3. Integration and Data Services

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

5. 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

7. 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)

9. 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

11. Solution Consulting

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

Engagement Assumptions

Engagement requires Client's active participation and timely coordination. Client delay may impact timelines, budgets, outcomes, and may require additional Services or Change Orders. In addition to 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 assuming active Client participation
• Activities requiring a specific Kustomer technical expert may require up to two (2) weeks advance notice
• Requests for services outside package scope, including additional consultative time or activities not explicitly defined, may require a separate Order or 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

Eligibility

Engagement available to existing Kustomer Clients only. Intended solely for Clients completing initial Kustomer Implementation and AI implementation (Basic or Advanced) seeking to optimize or maintain current AI Agent Teams.

Description of Services

Kustomer AI Managed Services packages provide Client with flexibility and access to experienced AI Agent Admin resources supporting ongoing operation, optimization, and configuration of AI Agent Teams ("Solution"). Kustomer provides a designated resource supporting Client in Kustomer AI Agentic features (AIR and AIC) usage and configuration. Services may include guidance, configuration support, prompt engineering, and solution deployment aligning with Client's business processes.

Resources work collaboratively delivering scoped Engagement Activities, providing structured yet flexible support tailored to Client's business goals. Services are governed by the applicable Order, structured as a monthly retainer with fixed monthly hours as specified. Hours cover both scheduled online and offline work sessions and activities managing Client's Solution instance.

Schedule

Time-bound and duration-limited services provided during the service term specified in the applicable Order Form. If an Order is signed after the specified Start Date, the Start Date is adjusted to the Order execution date, and the End Date is adjusted to maintain the specified term length.

Engagement Activities

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

1. Hands-on configuration support and guidance on core Kustomer platform functionality, as outlined in the standard "Managed Services" package

2. 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

4. AIC

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

6. 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

8. AI Integrations

• Support for new integrations between Kustomer AI Agent Teams and Client infrastructure services
• Updating existing integrations

10. Reporting and Analytics Support

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

12. Conversation and Knowledge Base Analysis

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

14. Solution Consulting

• May act as liaison between Client and Kustomer Support team at Client's discretion
• Provides guidance on when and how to engage Kustomer Support for platform-related issues
• Offers advisory services assisting Client interpreting platform behavior, without assuming responsibility for bug diagnosis or resolution
• Supports planning discussions aligning feature usage, connections, integration patterns, and roadmap goals with relation to AI Agent Team

Engagement Assumptions

Engagement requires Client's active participation and timely coordination. Client delay may impact timelines, budgets, outcomes, and may require additional Services or Change Orders. In addition to standard assumptions, the following assumptions also apply:

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

APPENDIX A: CSV Import

Overview

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

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

Importable Data Types and Requirements

The following data types represent common object categories potentially migrating into Kustomer via CSV import. These are illustrative examples only. Actual number and records scope are determined by specific Engagement terms and scope.

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 categories
• Script-based migration not included unless explicitly scoped

5. Knowledge Base

• CSV must include (if applicable) categories, folders, language, and rank
• 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 validates file against template format prior to import
• Inline images are not migrated; clients are responsible for post-migration re-uploading

CSV Row Limitations

Limitations 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, distributing data accordingly across files. Kustomer's obligations are limited to defined thresholds unless an exception is explicitly mutually agreed.

• 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.

APPENDIX B: System Access Credentials

Overview

To allow API-centric data migration from Client's legacy systems into the Kustomer platform, Client must provide appropriate access credentials for each applicable source system. Credentials are necessary for authenticating, authorizing, and retrieving 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 are evaluated and confirmed during the Mapping Workshop. For example, each of the sample systems (Gorgias, Freshdesk, Gladly, Intercom) requires 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:

• 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 the source system or Kustomer (e.g., throttling, pagination, concurrency caps) may impact migration speed and sequencing. These constraints are outside Kustomer's control
• Total records volume being migrated, in conjunction with API limitations, may extend the migration timeline. Kustomer will make commercially reasonable efforts