Document360 is a knowledge base platform for customer help centers, internal handbooks and API documentation, with AI search and review workflows built in. It belongs to the Kovai Group, not Microsoft, and every customer gets a custom quote instead of a list price.
The free option is a trial that starts with a booked live demo, and no credit card is required to get started.
My verdict: the quote makes sense for several writers running a customer-facing knowledge base with review stages, permissions and a security review. A small team that wants a quick wiki would pay for structure it never uses.
In This Article (10 sections)
Quick Verdict: Is It Worth It in 2026?
| Question | Answer |
|---|---|
| Best for | Teams publishing a reviewed help center or API docs |
| Skip it if | You want a light wiki, or a price before any sales call |
| Starting price | Custom quote; no published prices |
| Free option | Trial that starts with a live demo; no credit card |
| Main strength | Review stages, permission-aware AI answers, MCP Server |
| Main limitation | Annual prepaid fees by default; auto-renewal unless cancelled 60 days ahead |
| Best alternative | Helpjuice for published prices; Slite for per-user pricing |
Sources: official pricing page, checked October 2026.
In short, it is built for documentation teams with a process and sold to committed annual buyers.
What It Is, and Who Owns It
Each project is a complete knowledge base, public or private, with its own users, custom domain and branding. One company can run a public help center beside a private staff handbook.
Writers use a Markdown or Advanced WYSIWYG editor with revision history. Readers get answers on the site, in a help widget embedded in your product, or in API docs built from OpenAPI files.
If you are still choosing between those two kinds of knowledge base, our guide to knowledge base types and examples covers that decision first.
The company behind the product is part of the Kovai Group, says its privacy policy, which lists the Microsoft Corporation among outside service providers. Data is hosted on Microsoft Azure, which likely explains the Microsoft question: Microsoft supplies the cloud, not the ownership.
Features That Change the Documentation Workflow
AI search that respects permissions
Ask Eddy AI answers readers with a written reply and numbered citations instead of a list of links. It works in the site search bar, on the home page and in the embedded widget.
It never retrieves an article the signed-in reader cannot view, and answers “I do not know” when the answer sits only in restricted articles. If you run a public help center and a private handbook, ask to see that rule working in the demo.
Edits reach Eddy’s index in about 15 minutes, and the vendor warns it is not designed for calculations or precise date arithmetic. Price tables and date rules still need a human-checked article.
Review stages with a written record
The workflow designer adds stages between Draft and Published, such as Legal review. Each stage can auto-assign up to 20 users or groups, lock editing and require a comment, which is stored in the version history.
That record of why a change went live is what regulated teams need. A small team that publishes its own fixes gains little from extra stages.
MCP Server for AI assistants
The MCP Server lets ChatGPT, Claude and Copilot search, retrieve, update and publish content and manage workflow stages.
The MCP documentation says each connection runs through OAuth under the signed-in user’s role, and only Project Owners or Admins can enable it. Internal agents get live docs without seeing everything. Availability depends on your plan, so confirm it in the quote.
Connectors and migration
The homepage lists Slack, Intercom, Zendesk, Salesforce and GitHub among 60+ out-of-the-box connectors. The AI Chatbot add-on can also answer from Zendesk or Freshdesk tickets, which matters for ticket deflection if you are weighing my Freshdesk review pricing against it. Standard migration from Confluence, SharePoint or Google Docs is included in most quotes.
Security, Hosting and Compliance
The pricing page says all plans are SOC 2 Type II compliant, and the platform is ISO 27001 certified and GDPR ready, with data encrypted in transit and at rest.
Shared hosting runs in one of three Azure regions: Western Europe, Canada Central or Central US. Private hosting adds a dedicated environment in any of 50+ Azure regions.
US buyers should check one point. The Eddy AI trust center says the AI models are hosted in the EU region and use OpenAI’s GPT-4.1 Mini and GPT-4o. OpenAI keeps API data for up to 30 days and does not train on it.
If you chose Central US for data residency, confirm that flow fits your policy or switch Eddy off; each AI capability can be toggled per project.
Single sign-on supports SAML, OpenID Connect and JWT, with SCIM provisioning. Plan around one rule: SAML and OpenID Connect cannot both be active in the same project.
Document360 Pricing: How the Quote Is Built
No prices are published. The pricing page opens with a three-step quote form and argues that a flat tier would overcharge small teams or undercharge enterprises.
How Pricing Works
Six things set the quote:
| Price driver | What the page counts | Settle before the call |
|---|---|---|
| Team accounts | Editors and reviewers | Who writes, who only approves |
| Workspaces | Number of workspaces | Products or versions you document |
| Languages | Number of languages | Languages in year one |
| SSO and security | SSO and security needs | SAML or OpenID Connect, SCIM |
| Privacy model | Public, private or mixed | One shared project or two |
| AI Premium Suite | Screen capture, step-by-step guides, interactive demos, video | Whether you need visual authoring |
Sources: pricing page, checked October 2026.
Arrive with those answers settled and two quotes become comparable.
Every customer gets a dedicated success manager, onboarding sessions and best practice training. The AI Writing Agent, AI Search and Answer and the MCP Server are listed among the AI capabilities included with your plan, while the AI Chatbot is an add-on.
Contract Terms the Pricing Page Leaves Out
Unless your order form says otherwise, the terms of service set four defaults:
- Fees are invoiced annually in advance and are non-cancellable and non-refundable.
- The subscription renews for the same term unless either side gives written notice at least 60 days before it ends.
- At renewal, fees may rise by UK CPI inflation plus 3%, per the terms of service.
- Discounts tied to a multi-year commitment hold only if you keep the service for the full agreed term.
Put the non-renewal deadline in a calendar the day you sign. Then negotiate a renewal cap, because the default allows a rise above inflation at every renewal.
Pros and Cons
Pros
- Permission-aware AI answers let public and private content share one project.
- Mandatory review comments record why each change shipped, which regulated teams need.
- The MCP Server gives AI assistants access under each user’s own permissions.
- SOC 2 Type II on all plans, plus ISO 27001 and 50+ private hosting regions.
- Vendor-run migration, included in most quotes.
Cons
- No published prices, so comparing vendors takes a sales call.
- The free trial starts with a live demo you reserve by date and time, a step a self-serve buyer may not want.
- Annual prepaid, non-refundable fees renew automatically unless you give 60 days’ notice.
- The AI Chatbot and the AI Premium Suite cost extra.
- AI models are hosted in the EU, and Eddy is not built for calculations.
- Vendor support is listed as 24/5, with Eddy AI answering anytime, so ask what covers urgent issues outside those hours.
Who Should Skip It
- Teams of a few people who want a wiki this week: quote-based buying and review stages add process they will not use.
- Buyers who must compare list prices before any vendor call.
- Teams that want freeform notes and databases more than published docs; the tools in our comparison of Notion alternatives fit that job better.
Alternatives by Buying Model
Compare the alternatives by how they sell, because that decides how fast you can price the decision.
| Tool | Pricing model | Trial | Pick it instead when |
|---|---|---|---|
| Helpjuice | Published monthly plan prices | 14 days, no credit card | You want prices before a demo |
| Slite | $10 or $20 per user per month, billed yearly | 14 days, no credit card | Most readers are your own staff |
| Tettra | Per user per month, 10-user minimum | 30 days | Your team lives in Slack |
| Guru | Custom package, also quoted | A working session with Guru’s team | You want answers across 100+ connected tools |
Sources: Helpjuice pricing, Slite pricing, Tettra pricing and Guru pricing, checked October 2026.
Helpjuice suits an external help center with visible prices, but its entry Knowledge Base plan leaves out the AI suite; our Helpjuice review compares the tiers.
Ten editors on Slite Pro cost $20 x 10 users x 12 months = $2,400 a year, a useful yardstick for any quote; our Slite review weighs Basic against Pro.
Tettra’s 10-user minimum means a four-person team pays for ten seats; our Tettra review looks at who that minimum suits.
Guru also quotes custom packages, so it does not escape quote-based buying; our Guru review covers it for teams with many connected tools.
If none of these four fits, our ranking of knowledge base software by use case is the place to widen the search.
FAQ
Is it free?
Free use comes as a trial that begins with a booked live demo and needs no credit card. Paid use then runs on a quoted contract, invoiced annually in advance unless your order form says otherwise. Use the trial to settle the six price drivers.
How much does it cost?
There is no public price list; each customer gets a custom quote. The figure moves with editors and reviewers, workspaces, languages, SSO needs, the privacy model and AI Premium Suite use. Renewals can rise above inflation unless your order form caps them.
Does it have an API?
Yes. A REST API lets teams manage articles, categories and reader accounts from other systems, such as a product database or a release pipeline. For AI agents, the MCP Server is the governed route, since every call runs under the signed-in user’s permissions.
Does it support SSO?
Yes: SAML and OpenID Connect sign in both team members and readers, while JWT handles readers only. One project can run separate identity providers for staff and customers, plus up to 5 JWT configurations for reader logins from your own app.
Final Recommendation
Choose it if several writers maintain a customer-facing help center or API docs and changes need sign-off. It fits best when your security team will ask about SOC 2, SSO and data residency.
Skip it if you are a small team that wants a wiki now, or must see list prices first: Helpjuice or Slite let you price that decision without a call.
If you go ahead, book the demo with the six drivers answered. Ask for the AI Chatbot and migration as separate lines, and write the renewal cap and the 60-day notice date into the order form.
