Support and availability
Know how to reach us, how quickly we reply, what priority support adds and what we do and do not promise about uptime.
Support is included on every plan, the free plan included. This page states what you can expect, in the same graded terms as the rest of these docs: what we commit to, and what we deliberately do not.
How to reach us
- The support assistant and tickets in the platform, under Support in the profile popout. See Getting help.
- Email hello@kabaido.com, which reaches the same team as a ticket.
- Book a 30 minute call from /contact, which shows real availability.
Reply times
A human reads your message and replies, usually within one working day. We work UK hours, so a message sent late on a Friday is normally answered on Monday. That is a target we hold ourselves to rather than a contractual response time; a contractual one belongs in an Enterprise agreement.
The daily assistant allowance
The support assistant answers from this documentation. Each plan carries a daily message allowance, and reaching it turns your next question into a ticket rather than refusing it. The allowance resets at midnight UTC.
| Plan | Assistant messages |
|---|---|
| Free | 10 a day |
| Starter | 40 a day |
| Growth | 150 a day |
| Scale | Uncapped |
Priority support on Scale
Priority support is a Scale plan feature and means two things today: the support assistant is uncapped, and we work Scale tickets before the rest of the queue. Ordering is something we do, not something the software enforces, so we state it as a commitment rather than a mechanism. Growth and Scale also carry integration support: hands-on help wiring up connections and keeping them running.
Availability
We work to keep the service available and to fix faults promptly, and we give reasonable notice of planned maintenance that affects availability. The service is provided without an uptime guarantee unless your plan or a separate Enterprise agreement states one. This is set out in the Terms of Service at /legal/terms.
We do not publish an uptime percentage, because we do not yet measure one in a way we would ask you to rely on. A public status page and an uptime target for Enterprise agreements are on the roadmap, stated plainly rather than implied.
Reporting a security issue
Security reports go to hello@kabaido.com and are acknowledged while we investigate. The full process is on Platform and payment security.