Question 1

How many clients and sites can I manage under one plan?

Accepted Answer

A single subscription plan should be used for a single company. Agencies should create a new subscription plan for each client. You can manage any number of sites and projects under a single subscription plan and you’re billed based on the total usage.

Question 2

How many environments are included in my plan?

Accepted Answer

Each plan comes with one production environment.Customers on the scale plan can have one extra environment in addition to the production environment. If you require additional environments, you will need to upgrade to an Enterprise plan.

Question 3

What are Basic and Advanced Collections?

Accepted Answer

Collections allow you to organize and set boundaries around content within your unified content hub. With Basic Collections, users will have the same role in all Collections. It’s not possible to set up user roles per Collection.  With Advanced Collections, it’s possible to set up user roles differently for each Collection.

Question 4

How many Collections can I create in my plan?

Accepted Answer

Collections are unlimited in the Scale and Enterprise plans. You can create as many Collections as you need, based on how you would like your content and teams to be organized within the project.

Question 5

How many users and roles are included in my plan?

Accepted Answer

Customers on the Scale plan can have 20 users, with the ability to add additional users (for total of 50 roles) for $25/month (USD) per extra user. Customers on an Enterprise plan can have, at minimum, 50 users and have greater flexibility in their total number of users. Each plan comes with one predefined role, a Project Manager who can perform any action in Kontent.ai. Customers on the Scale plan can have 2 custom roles, with the ability to add additional roles (for total of 5 roles) for $100/month (USD) per extra role. To have more than 5 custom roles, you will need to upgrade to an Enterprise plan. Customers on an Enterprise plan can have, at minimum, 5 roles and have greater flexibility in their total number of roles. Roles are calculated per project. This means that if your plan includes one custom role, each project can have one custom role, even if those roles are different for each project.

Question 6

What is a content item?

Accepted Answer

A content item is a specific piece of content based on a specific content type. The assigned content type defines what content is allowed in the given content item.Content items are calculated for the entire subscription as the total of all content items in all projects’ production environments.

Question 7

How many languages are included in my plan?

Accepted Answer

Customers on the Scale plan can work with 5 languages, with the ability to add additional languages for $100/month (USD) for a total of 20 languages. If you require more than 20 languages, you will need to upgrade to an Enterprise plan. Customers on an Enterprise plan can have, at minimum, 20 languages, and have greater flexibility in the number of total languages they can have.Languages are calculated per project. This means that if your plan includes 5 languages, then each project can have 5 languages, even if those specific languages are different for each project.

Question 8

Is Web Spotlight part of my plan?

Accepted Answer

Web Spotlight is included in Enterprise plans. Customers on the Scale plan can add Web Spotlight to their plan for an additional fee. To do so, contact our Sales or Support Team via Intercom. Once added, you can activate Web Spotlight in any project included in your subscription plan by going to Project settings and clicking on the “Activate Web Spotlight” button.

Question 9

What is bandwidth?

Accepted Answer

Bandwidth describes the maximum amount of data that can be transferred within a month. It includes requests to Delivery API, Management API, and assets. Requests to Preview API are not limited. The bandwidth limits for each plan can be found here.

Question 10

What is a content API call?

Accepted Answer

Content from Kontent.ai can be accessed through a RESTful API and displayed on your website or application. A content API call represents a single request for fetching content (Delivery API) or a single modification request (Content Management API). API requests which return a set of objects still count as a single API call. API requests to preview unpublished content (Preview API) for testing purposes are not considered as Content API calls, neither the requests for assets.Example: Let’s say you run a blog. You can retrieve a blog post with a single API call. It means the number of your API calls will be the same as the number of page views. However, if you also display a “Latest 5 posts” column on the same page, it will require another API call.In most cases, you should fit between 1 and 5 API calls per page view. So, if you know your traffic, you just multiply the number of page views by a number of expected calls per page.Remember you can also cache the content in your application which can significantly decrease the number of API calls.API calls are part of the Fair Use Policy.Content API calls are calculated for the entire subscription as the total of all API calls for all projects.

Question 11

How do I pay?

Accepted Answer

You can pay using any major credit card at any time during your trial period or after it expires. You can also pay by check or wire transfer if you choose to prepay for a Scale or Enterprise plan. Please do not hesitate to contact us if you need to make other payment arrangements.

Question 12

When will I be charged for usage in the paid plans?

Accepted Answer

You’ll be charged at the end of your billing period.

Question 13

What is VAT?

Accepted Answer

All prices exclude VAT (Value Added Tax) and the tax will be added to your bill at the end of each month, if you are not located in the EU. If you are located inside the EU, please enter your business VAT registration number during the checkout process to avoid paying VAT.

Question 14

How can I cancel my subscription?

Accepted Answer

You can cancel any of our monthly plans at any time without incurring any extra fees. We do not offer any refunds on your current subscription. Should you cancel your subscription, it will terminate at the end of the current billing period.

Question 15

What happens if I exceed the limits of my plan?

Accepted Answer

If you exceed the limits on the Scale plan, you will need to upgrade to an Enterprise plan to keep using the service. If you have an Enterprise plan and you exceed the limit, we’ll contact you to decide on the best solution together.

Question 16

Where can I find Kontent.aiʼs Fair Use Policy?

Accepted Answer

To see our Fair Use Policy that applies to all customers according to the plan they have selected, click here.

Question 17

Can I have a custom plan?

Accepted Answer

If you would like a custom plan, please contact us to discuss your needs with one of our experts.

Question 18

Can I upgrade my Developer plan to a paid plan?

Accepted Answer

No, the Developer plan is for non-commercial use only, so upgrading to a paid plan is not allowed. In other words, you can use your Developer plan for personal projects, testing, and experimenting, but not for commercial projects. You are required to start a free trial if you intend to use Kontent.ai for commercial purposes.

Question 19

Is my content safe and secure?

Accepted Answer

Yes, it is our priority to keep all your content safe and secure. We use Microsoft Azure Storage services to keep all of your content highly available, secure, and safe through regular backups. To find out more, please visit our Security Policy page.

Question 20

Do you guarantee service availability?

Accepted Answer

The quality and availability of the Kontent.ai service is critical to our success and is something we approach with the highest level of care. You can visit our status page to check the availability of our service. We have a 24x7 support team that monitors the service and takes immediate action if something goes wrong. We also provide a Service Level Agreement to customers who choose the Enterprise plan.

Question 21

Does Kontent.ai have any ISO certifications?

Accepted Answer

Yes, we have three ISO certifications that apply to Kontent.ai:ISO 9001:2015 – Quality Management SystemISO 27001:2013 – Information Security Management SystemISO 20000-1:2011 – IT Service Management SystemEach certificate highlights our commitment that we have to delivering top-quality, consistent standards and to ensuring consistency of those standards throughout all our offices globally.

Question 22

Is Kontent.ai SOC 2 compliant?

Accepted Answer

Yes, we’ve completed the SOC 2 Type 1 and SOC 2 Type 2 examination. Our reports cover the following Trust Services Criteria that are relevant to the services we provide:• Availability – information and systems are available for operation and use as committed or agreed• Security – information designated as confidential is protected against unauthorized access, both physical and logical • Confidentiality – information designated as confidential is protected as committed or agreedCompleting the SOC 2 Type 2 examination shows our continuous commitment to information security and protecting our customers’ sensitive data against breaches.

Question 23

What support do I get with each plan?

Accepted Answer

Customers with an Enterprise plan have access to immediate 24x7x365 live chat, phone, and email support. Technical Support Engineers will serve your questions from all over the world – Europe, the United States, and Australia.Customers with the Scale plan have access to 24x7x365 email support and community support through Kontent.ai’s Discord or Stackoverflow. Questions are answered by the community and Kontent.ai staff. You can choose live chat support for the Scale plan as a paid add-on.Additionally, Scale and Enterprise plans include the option to purchase Premium Support. Premium Support guarantees an SLA for support response time and is especially suitable for organizations where content is indispensable.

Question 24

How do services work with Kontent.ai?

Accepted Answer

The areas and level of Customer Success Services can vary per plan and customer, depending on their requirements, users, digital maturity, and future vision. Each service is designed to help you with a different part of your project:Professional Services focus on guiding clients during implementation, change management, and the best use of Kontent.ai for your organization. A dedicated Customer Success Manager is there to support you at every stage of the project lifecycle. E-learning enables your whole organization to level up in different areas. With courses and certifications addressing topics from working with Kontent.ai to content maturity, it can help your onboarding process and upskill your employees.Premium Support guarantees an SLA for support response time from the trained Technical Support Engineers located all over the world.

Question 25

Do I need a credit card to start the trial?

Accepted Answer

No, you don’t. The trial is completely free.

Question 26

What is included in the trial?

Accepted Answer

The trial gives you access to all features and APIs so you can get a feel for how Kontent.ai fits into your content production and development processes.

Question 27

What happens when I exceed the usage limits in the trial?

Accepted Answer

As the trial is free, you don’t pay anything.

Question 28

Can I cancel my trial at any time?

Accepted Answer

Yes, and it’s free of charge.

Question 29

What happens after the 30-day free trial?

Accepted Answer

After your 30-day trial period, your subscription will expire, and you will have to select one of our plans to continue using the product.  If you do not take any action, your subscription will be canceled within 30 days. You can also choose a plan at any time during your trial.

Question 30

What happens with my content when my trial ends?

Accepted Answer

No need to worry—your content is safe and we keep it for you in the system. After your trial ends, you can choose any of our plans to continue using the product. The content you have created will still be available in the system and you can continue working on it as long as you have an active Kontent.ai subscription.

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