Document360 Pricing in 2026: Why There Is No Price on the Page
Shayan, Founder8 min read
Document360, the knowledge base platform from Kovai.co, does not publish a price. The pricing page is a form. Older documentation names three tiers, Professional, Business and Enterprise, and a quote is built from how many people write, how many people read a private knowledge base, how many projects, workspaces and languages you run, and how much AI you switch on. There is a 14-day trial and no free plan. The one public number is from a Capterra reviewer who said the bill came to $11,000.
That is unusual in this market. Zendesk, Intercom, Help Scout and Freshdesk all put seat prices on the page and include a help center in them. If you came here to find out what Document360 costs, the honest answer is that you will find out on a sales call, and this post tells you what the call will be about.
What the quote is built from
Document360's pricing FAQ answers "Why don't you show flat pricing?" with a list of the things that change it. In practice the quote has six dials.
| Dial | What it means |
|---|---|
| Team accounts | People who write, edit or review articles. Owners, admins, editors and reviewers all count |
| Readers | Only matters for a private or mixed knowledge base, where readers need accounts |
| Projects | Each knowledge base site with its own domain is a project |
| Workspaces | Separate documentation sets inside a project, for products or versions |
| Languages | Each translated version of the content |
| AI and add-ons | The Eddy AI chatbot, AI search credits, and the AI Premium Suite of screen capture, guides and video |
Storage, private hosting and security requirements such as single sign-on move the quote too. Document360 says standard migration is included in most quotes and that a success manager, onboarding and training come with the subscription. The default contract bills annually in advance; monthly billing exists only if the order form says so.
Support agents are not a billing unit. A support team does not pay per person who answers tickets, because Document360 does not have a ticket inbox; it pays per person who writes the documentation. For a small SaaS team that is usually one or two accounts, which is why the quote for a small team can be reasonable and the quote for a documentation department is not.
The AI chatbot is an add-on, billed by question
Eddy AI is sold separately from the knowledge base. Its unit is a search credit: every question a visitor submits to the chatbot, or to the AI search box, uses one, whether or not the answer was any good. Greetings are not charged. A conversation that ends in a handoff still used its credits, and there is no documented refund for a failed answer.
The allowance per plan and the price of extra credits are not published. When the monthly allowance runs out, the AI goes inactive until renewal or until you buy more through support, with warnings at 20% and 10% remaining. There is no customer-set spend cap because there is no overage; the AI just stops.
Each chatbot holds 40 MB of sources, which can be your Document360 content, crawled websites, uploaded PDFs and Word files, and ticket text synced daily from Zendesk or Freshdesk. One chatbot or knowledge base widget can be live per domain; a second brand means a second, separately quoted bot. When the chatbot cannot answer, it does not hand the visitor to a person in a chat. It opens a ticket in Zendesk or Freshdesk or sends an email, one destination per bot.
Two other meters sit beside it. AI writing credits, for drafting articles from prompts and transcripts, were documented at 10, 25 and 50 a month on the three tiers and do not roll over. And since September 2026, PDF exports are counted in page credits shared between your own exports and your readers' downloads; at zero, new exports stop, and a running export can borrow from next month.
An AI agent that answers from your docs, on a price you can read.
Juno comes with every UserJot plan. No credits, no quote, and a person in the same inbox when she hands off.
Document360 for Startups
New customers with fewer than 50 employees and under $5 million raised, with an accelerator, incubator or venture backer, get the first year at half price: a twelve-month subscription billed as six. Bootstrapped companies can qualify with paperwork. It applies to Business and Enterprise only, so it does not make the cheapest tier cheaper, and the program page's "free access" wording is less precise than its billing FAQ, which is the one that counts. Nonprofit, education and open-source discounts are not published.
Fine print that bites
- Contracts renew automatically for the original term unless Document360 has written notice at least 60 days before the end. That is twice the notice most help desks require, and it is the clause small teams miss.
- Fees are non-refundable, and the renewal price can rise by inflation plus three percent. Reduce your commitment at renewal and discounts you were given can be clawed back.
- Downgrades go through sales. If the new quote covers fewer users, workspaces or languages than you have, you choose what to drop, and over-quota storage blocks new uploads.
- After termination you have 30 days to export. The export is a ZIP of JSON, Markdown and HTML with media; there is no CSV of article bodies.
- Price history is unavailable. Document360's older plan pages redirect to the quote form, and the legacy-plan cutoff in its own docs is August 2024. What it charged last year is not something you can check.
What users say about the price
Document360 is well reviewed as a product: 4.7 on G2 across 547 reviews and 4.7 on Capterra across 292, with the praise going to easy authoring, responsive support and search that cuts routine support questions. The company passed $10 million in annual recurring revenue in late 2025, is bootstrapped, and lists McDonald's, the NHS, HP and Gong as customers. Its own public feedback board, incidentally, runs on Canny.
The negative reviews that mention money are about the sales process more than the product. A Capterra reviewer in February 2025 titled the review "Beware: Not for Startups" and described being "hit with a $11,000 bill." A Reddit thread in April 2026 asked, "I see the base numbers but do they nickel and dime you on seats, API calls, custom domains, whatever?" and a later comment in it called the sales interaction "one of the worst sales experiences of my life." An Indie Hackers post from 2020 called it too expensive for a small company. These are single accounts, not a pattern, and the same threads contain people happy with it. They are also exactly the reviews a quote-only vendor collects.
Is Document360 worth it?
For a documentation team, yes. Seven levels of categories, a Markdown and block editor with real-time collaboration, review workflows, scheduled publishing, API references, 58 locales, custom CSS and JavaScript, private hosting and the compliance paperwork an enterprise buyer asks for. If you have technical writers, product manuals and an API to document, it is one of the few products built for that job, and a quote is the normal way that job gets bought.
For a SaaS team of two to ten that wants a help center so support stops answering the same questions, the quote is the cost. You will spend a call or two finding out a number that every competitor prints, the AI that answers from your articles is a separately priced add-on that stops when its credits run out, and when a customer needs a person the chatbot files a ticket in another tool. Document360 is a knowledge base. It is not a support product, and it is priced for people who need the former more than the latter.
What the same team gets on UserJot
UserJot takes the other route. Your documentation is what Juno, our AI agent, answers from: your docs, the sites you point her at, and the feedback board she searches before she replies. She writes in the customer's language and, when a question needs a person, hands the thread to your team in the same inbox, where live chat from your site and support email already land. There are no credits to run out of and no second tool to file the ticket in.
The price is on the page: $0, $29 or $59 a month for the whole workspace. Free covers three teammates. Starter at $29 covers up to 100 and adds a custom domain, private boards, guest posting and the API. Pro at $59 adds single sign-on, identity masking and white-labelling. Juno is on every one of them.
The inbox is one part of a product that also runs your public feedback board, roadmap and changelog. A question that arrives in chat and turns out to be a feature request gets filed, voted on and announced from the same place, and the customer who asked hears about it when it ships. Document360's edge is depth for documentation teams: versioned API references, review workflows and dozens of languages. For a SaaS team that wants customers to find answers and reach a person when they cannot, UserJot does the job at a price you can read before you sign up.
Questions people ask
How much does Document360 cost?
Document360 does not publish prices. Quotes are built from team accounts, readers, projects, workspaces, languages and AI usage across three tiers, Professional, Business and Enterprise, and billed annually in advance by default.
Does Document360 have a free plan?
No. There is a 14-day trial with all features. The current pricing page does not offer a permanent free tier.
Is Document360 priced per user?
Partly. Team accounts, the people who write and review, are one input to the quote, alongside readers on private knowledge bases, projects, workspaces, languages and add-ons. Support agents who answer customers are not a unit, because Document360 has no ticket inbox.
How is the Eddy AI chatbot billed?
As an add-on, by search credit. Each question submitted to the chatbot or AI search uses one credit; greetings do not. When the monthly allowance is used up, the AI goes inactive until renewal or a top-up. The allowance and credit price are quoted, not published.
Does Document360 have a startup discount?
Yes. New customers under 50 employees and $5 million raised, with an accelerator or investor affiliation, get the first year at half price on Business or Enterprise, billed as six months for a twelve-month term.
How do I cancel Document360?
Give written notice at least 60 days before the end of the term, or the contract renews for the same length. There is no self-serve cancel button documented; downgrades and cancellations go through your account contact.
Can I export my content?
Yes. A project export produces JSON, Markdown and HTML with media, by category or workspace. Article bodies cannot be exported as CSV. You have 30 days after termination to run it.
