Document360 (Kovai.co) · Product

Eddy AI Chatbot

Chatbot built on a Document360 project that answers users from its articles and connected Zendesk or Freshdesk ticket data, consuming one AI search credit per query.

Stated by the provider20 Oct 2026docs.document360.com ↗

Discuss your question with Sten Franke →View in the Prism

Capabilities and fit

What it is used for: knowledge selfservice
ETHORITY analysis20 Oct 2026
Task classification by ETHORITY. Check the product’s documented scope against your task.

Data and controls

Certificates and audit reports: SOC 2 Type II (executive summary, bridge letter, full report under NDA) and ISO 27001:2022 listed for Document360
Documented by the provider20 Oct 2026document360.com ↗
ISO 27001 scope and certification body not stated; SOC 2 auditor not named; SOC 2 is an attestation. Eddy AI Trust Center (https://docs.document360.com/docs/eddy-ai-trust-center) lists SOC 2 Type II, GDPR (law) and NIST AI RMF (framework, not a certification).

Additional data conditions

Subprocessors and underlying models: OpenAI (GPT-4.1 Mini, GPT-4o) for responses; MongoDB (vector storage); Microsoft Azure (cloud infrastructure); Stripe; Segment; Mixpanel; Cloudflare/Turnstile
Documented by the provider20 Oct 2026docs.document360.com ↗
Cloudflare entries from https://document360.com/trust-center/. Eddy AI page: AI platforms/models 'hosted in the European Union (EU) region'; Trust Center says AI processing locations determined by OpenAI's infrastructure.
Retention and deletion: OpenAI may retain API data up to 30 days, then deleted; Document360 states defined retention periods and deletion on request per contract/regulation (no timeframe); backups kept for restoration for one month
Documented by the provider20 Oct 2026docs.document360.com ↗
Trust Center https://document360.com/trust-center/ refers to Privacy Policy for details; backup period from https://document360.com/security/.

Product-specific conditions

Deployment: SaaS on Microsoft Azure; datacenter region selectable for data residency; 'Private Hosting' option described as controlled cloud environment
Documented by the provider20 Oct 2026document360.com ↗
Region choice from https://document360.com/pricing/ ('Pick your datacenter region'). No on-prem option stated.
Organisation fit: Quote-based pricing by configuration (team accounts, workspaces, languages, SSO); demo request; no self-serve price list
Documented by the provider20 Oct 2026document360.com ↗
No free plan or minimums shown on the page.
German language support: German (de) listed among languages Ask Eddy AI supports in the KB widget
Documented by the provider20 Oct 2026docs.document360.com ↗
Same article lists limitations: not designed for calculations/date arithmetic; context of last five queries only.

Questions for the provider

Ask the provider which data region applies to your account.
Ask the provider whether your data is used to train models and which consent controls apply.
Ask the provider for the price, billing unit and required commitment for your scope.

Areas, data and technology

Customer Service

Sources

What the source marks mean

Each mark shows what kind of source backs a fact. Open the fact to read the source, the date it was checked and any conditions.

Documented by the provider: The provider's own documentation supports this fact, for the product, plan and date stated.
Stated by the provider: The provider says this, for example on a marketing page. Read the linked source and its conditions before you rely on it.
ETHORITY analysis: ETHORITY's assessment, based on the linked sources.
Independent source: An independent source supports this one fact, within the scope stated. Check the other facts separately.

Figures marked 'Scenario' are calculated from stated assumptions. Results measured in practice are shown separately.

Each source supports its recorded scope. Documentation depth and independent verification are separate.

https://docs.document360.com/docs/ai-chatbot · 19 Oct 2026
https://document360.com/trust-center/ · 20 Oct 2026
https://docs.document360.com/docs/eddy-ai-trust-center · 20 Oct 2026
https://document360.com/pricing/ · 20 Oct 2026
https://docs.document360.com/docs/ai-assistive-search · 20 Oct 2026

How we research →

AI DECISION BRIEF

A written comparison of up to three AI offerings · €195 net

You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.

We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.

Your decision question

Request the brief (email draft) →Request a call Find the right next step for you →

The buttons open an email draft you can edit before sending. You agree the work and timing directly with Sten Franke.

Data and controls

Certificates and audit reports

SOC 2 Type II (executive summary, bridge letter, full report under NDA) and ISO 27001:2022 listed for Document360

Documented by the provider20 Oct 2026document360.com ↗

ISO 27001 scope and certification body not stated; SOC 2 auditor not named; SOC 2 is an attestation. Eddy AI Trust Center (https://docs.document360.com/docs/eddy-ai-trust-center) lists SOC 2 Type II, GDPR (law) and NIST AI RMF (framework, not a certification).

Additional data conditions

Subprocessors and underlying models: OpenAI (GPT-4.1 Mini, GPT-4o) for responses; MongoDB (vector storage); Microsoft Azure (cloud infrastructure); Stripe; Segment; Mixpanel; Cloudflare/Turnstile
Documented by the provider20 Oct 2026docs.document360.com ↗
Cloudflare entries from https://document360.com/trust-center/. Eddy AI page: AI platforms/models 'hosted in the European Union (EU) region'; Trust Center says AI processing locations determined by OpenAI's infrastructure.
Retention and deletion: OpenAI may retain API data up to 30 days, then deleted; Document360 states defined retention periods and deletion on request per contract/regulation (no timeframe); backups kept for restoration for one month
Documented by the provider20 Oct 2026docs.document360.com ↗
Trust Center https://document360.com/trust-center/ refers to Privacy Policy for details; backup period from https://document360.com/security/.

Product-specific conditions

Deployment: SaaS on Microsoft Azure; datacenter region selectable for data residency; 'Private Hosting' option described as controlled cloud environment
Documented by the provider20 Oct 2026document360.com ↗
Region choice from https://document360.com/pricing/ ('Pick your datacenter region'). No on-prem option stated.
Organisation fit: Quote-based pricing by configuration (team accounts, workspaces, languages, SSO); demo request; no self-serve price list
Documented by the provider20 Oct 2026document360.com ↗
No free plan or minimums shown on the page.
German language support: German (de) listed among languages Ask Eddy AI supports in the KB widget
Documented by the provider20 Oct 2026docs.document360.com ↗
Same article lists limitations: not designed for calculations/date arithmetic; context of last five queries only.

Sources

What the source marks mean

Each mark shows what kind of source backs a fact. Open the fact to read the source, the date it was checked and any conditions.

Documented by the provider: The provider's own documentation supports this fact, for the product, plan and date stated.
Stated by the provider: The provider says this, for example on a marketing page. Read the linked source and its conditions before you rely on it.
ETHORITY analysis: ETHORITY's assessment, based on the linked sources.
Independent source: An independent source supports this one fact, within the scope stated. Check the other facts separately.

Figures marked 'Scenario' are calculated from stated assumptions. Results measured in practice are shown separately.

Each source supports its recorded scope. Documentation depth and independent verification are separate.

How we research →

A written comparison of up to three AI offerings · €195 net

Your decision question

The buttons open an email draft you can edit before sending. You agree the work and timing directly with Sten Franke.