# Document360 — Knowledge Base & Wiki

Document360 by Document360 Limited holds a panel rating of 3.5/5 from 6 AI judges (category median 3/5), as of 2026-11-01. Provenance: UK / wider Europe; sovereignty: not determined.

- Vendor: Document360 Limited (https://document360.com)
- Category: [Knowledge Base & Wiki](https://whats-best.ai/software/knowledge-base.md)
- Provenance (editorial classification): UK / wider Europe
- Canonical page: https://whats-best.ai/software/knowledge-base/document360
- Alternatives: https://whats-best.ai/software/knowledge-base/document360/alternatives ([markdown](https://whats-best.ai/software/knowledge-base/document360/alternatives.md))
- Data as of: 2026-11-06 · evaluated 2026-11-01 · oldest source captured 2026-11-01

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Document360 Limited
- Headquarters: Not stated on the vendor’s pages as of 1 Nov 2026
- Data hosting: Not stated on the vendor’s pages as of 1 Nov 2026
- Free plan: Not stated on the vendor’s pages as of 1 Nov 2026

## The panel's verdict

Document360, a knowledge base and wiki from Document360 Limited, part of the Kovai Group, scores strongest on publishing and integrations (8 to 9): branded site with custom domain and SEO tool kit, translation into 50-plus languages, Zendesk and Freshdesk integration with ticket deflection, a documented REST API, and an MCP server keeping AI assistants inside the governance model. Authoring and search (7 to 8) and access control (7 to 8) follow, with WYSIWYG and Markdown editors, co-editing with visible cursors, permission-aware AI search, and SAML, OpenID Connect and JWT sign-on with SCIM provisioning. Knowledge governance sits at 7. Sovereignty splits 4 to 6: higher scores credit a named subprocessor chain plus SOC 2 Type II and ISO 27001:2022; lower ones weigh a UK contracting entity, stated transfers outside the EEA especially to India, and no published data processing agreement on the captured pages. Portability and hosting sits uniformly at 6 — managed migration in, a thirty-day export window out, no on-premises deployment per the documentation, private hosting vendor-managed on Azure. Pricing pages state no figures; entry is a demo request.

**Speaks for it:**
- Publishing and integrations is the strongest criterion (8 to 9), covering a branded custom-domain site with an SEO tool kit, Zendesk and Freshdesk integration with ticket deflection, and an MCP server that operates within the existing governance model
- Access control (7 to 8) documents SAML, OpenID Connect and JWT sign-on with SCIM provisioning, IP restrictions, and AI answers that respect each reader's permissions
- Authoring and search (7 to 8) pairs WYSIWYG and Markdown editors with real-time co-editing with visible cursors and Eddy AI search that cites the source article
- Knowledge governance (7) documents custom review statuses with up to twenty assignees per status, mandatory comments stored in version metadata, review reminders, and a scheduled monthly duplicate-content scan
- Subprocessors including the AI provider are listed at the trust center, with SOC 2 Type II and ISO 27001:2022 published and a stated commitment that customer content is not used to train AI models

**Held against it:**
- Sovereignty scores split 4 to 6: the contracting entity is UK-based, EU storage is a selectable Western Europe region rather than a stated default, transfers outside the EEA — especially to India — are stated, and we found no public information on a published data processing agreement
- Portability and hosting sits at 6: the documentation states no on-premises deployment is offered, and private hosting is a dedicated, vendor-managed Azure environment
- ZIP and WebHelp export is stated for Business and Enterprise plans, and we found no public information on an export that includes page history in an open format
- We found no public information on enforced two-factor authentication or on exporting audit logs to a SIEM
- We found no public information on API SDKs or stated rate limits for the documented REST API

**Best for:**
- You run internal knowledge for support, IT or HR teams and need SAML, OpenID Connect or JWT sign-on with SCIM provisioning and AI answers that respect each reader's permissions
- You publish a public help center and internal documentation from one source, with Zendesk or Freshdesk ticket deflection and single-click switching between internal and external audiences
- Your content must route through named reviewers with mandatory comments preserved in version history, backed by audit logs for a certifier
- You want AI assistants such as ChatGPT to search, retrieve and publish through an MCP server that stays inside your existing version and visibility settings

**Avoid if:**
- You need to run the software in your own data centre — the documentation states no on-premises deployment is offered, and private hosting remains a dedicated, vendor-managed Azure environment
- You require EU-only processing — ask the vendor: the public pages we read do not show it
- You must budget a full year from public pages — the captured pricing pages state no figures, fees are invoiced annually in advance and are non-refundable, and renewal fees may increase by CPI plus three percent

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion.

| Criterion | The Operations Lead | The IT Administrator | The Support Knowledge Manager | The Engineering Lead | The Quality Manager | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Editor, structure & search | 3.5/5 | 4/5 | 3.5/5 | 4/5 | 3.5/5 | 3.5/5 |
| Verification, ownership & freshness | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 |
| Permissions, SSO & administration | 3.5/5 | 4/5 | 4/5 | 4/5 | 4/5 | 3.5/5 |
| Help-center publishing & integrations | 4/5 | 4.5/5 | 4/5 | 4/5 | 4/5 | 4/5 |
| Import, export & self-hosting | 3/5 | 3/5 | 3/5 | 3/5 | 3/5 | 3/5 |
| European sovereignty | 2/5 | 3/5 | 2/5 | 2.5/5 | 2.5/5 | 3/5 |
| Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r |
| **Weighted verdict** | **3.5/5** | **3.5/5** | **3.5/5** | **3.5/5** | **3.5/5** | **3.5/5** |

### The judges

- **The Operations Lead** (v1.0): Head of operations at a 180-person machine builder in Baden-Württemberg, where onboarding, travel rules and the service hotline's answers live in a shared drive, three OneNote books and two colleagues' heads. Wants one place the whole company actually uses: an editor office staff manage without training, a search that finds the answer rather than the file, pages that name who keeps them current, and a price that does not double when the workshop gets read access.
- **The IT Administrator** (v1.0): Runs IT for a public utility with 900 staff whose Confluence Server held twelve years of pages until Atlassian ended its support. Was offered the cloud, read the subprocessor list and went looking instead. Needs a migration that keeps page trees, permissions and attachments, single sign-on against Entra ID with groups synced, an audit log the auditor accepts, and an edition they can run in the utility's own data centre if the works council or the regulator asks.
- **The Support Knowledge Manager** (v1.0): Owns the knowledge base of a Dutch SaaS company with customers in six languages and a support team of twenty-five. Writes once for agents and customers, publishes the public part as a help center on the company's own domain, and watches which searches find nothing. Wants review dates that nag the right expert, translations kept in step with the source, a widget inside the product, and articles that show up in the help desk next to the ticket.
- **The Engineering Lead** (v1.0): Leads a forty-person engineering team at a Berlin fintech that writes runbooks, architecture decisions and on-call guides. Writes in Markdown, links pages to Jira tickets and Slack threads, and has moved the team's docs twice. Wants fast search, code blocks and diagrams that render, an API and webhooks to generate pages from the pipeline, AI answers that cite their pages, and a full export the next tool can read.
- **The Quality Manager** (v1.0): Quality manager at a medical device supplier certified to ISO 9001 and ISO 13485, where every work instruction must be approved, versioned and read by the people it applies to. Today that means Word files, a sign-off sheet and an audit every spring. Wants approval workflows with named reviewers, read confirmations, review dates that expire pages, an audit trail they can export for the certifier, and permissions that keep drafts out of sight.
- **The Skeptic** (v1.0): Has migrated a wiki whose "export" turned out to be one PDF per page, watched a self-hosted edition announced as retired with two years' notice, and read "your data is never used for training" above a subprocessor list naming two AI providers. Asks what a full export contains, which model reads the pages and where, whether readers are billed like editors — and what leaving would cost.

## European sovereignty — proven facts

Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined.

| Dimension | Finding | Points | Source |
|---|---|---|---|
| Legal entity | Not determined | — | — |
| Hosting location | Not determined | — | — |
| Hosting options | Not determined | — | — |
| Open source | Not determined | — | — |
| Data processing agreement | Not determined | — | — |
| Transfer impact assessment | Not determined | — | — |

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- Access logs: yes [S5]
- Audit logs: yes [S2]
- Certifications: SOC 2 · ISO 27001:2022 [S1]
- Consent withdrawal: yes · yes [S12]
- Cookie consent: yes [S2]
- DPA roles: controller · processor [S15]
- Encryption and datacenter: yes · yes · yes [S9]
- Frameworks: SOC 2 · ISO 27001 [S5]
- GDPR: yes [S9]
- GDPR: yes · GDPR [S13]
- GDPR coverage: GDPR · Data Residency and Cloud Infrastructure · Data Retention and Deletion [S11]
- GDPR frameworks: UK GDPR · EU GDPR · Data Protection Act 2018 · Data (Use and Access) Act 2025 · EU AI Act [S14]
- HIPAA: yes · no [S15]
- Ip restriction: yes [S2]
- ISO 27001: 2022 · yes [S9]
- ISO 27001: yes · ISO 27001 [S13]
- ISO 27001 available: ISO 27001:2022 · yes [S11]
- Marketing sharing: marketing campaign providers · webinar software providers · email platforms · re-sellers · business partners [S12]
- Php2shell not impacted: CVE-2026-109618 · CVE-2026-109619 · core product applications do not use PHP · no [S11]
- Privacy by design: yes · yes [S11]
- Privacy by design: yes · yes [S12]
- Private documentation: yes [S2]
- Rbac: yes [S2]
- Regulator: yes [S14]
- Report access contact: email_request [S11]
- Role controller: data controller [S12]

**Data**
- AI interaction: prompts · queries · uploaded content · outputs · yes [S14]
- AI retention: abuse monitoring · security · legal compliance · 30 [S14]
- AI training: no [S14]
- Anonymisation: indefinite [S14]
- Backup: yes · 1 [S10]
- Categories: contact information · browser/usage data · billing information [S12]
- Deletion after export: yes [S15]
- Encryption: yes [S12]
- EU data act: EU Data Act switching assistance referenced [S15]
- Export format: commonly used machine-readable format chosen by provider [S15]
- Export period: 30 [S15]
- Export zip plan requirement: Business · Enterprise · ZIP · WebHelp · yes [S24]
- Google API policy: yes [S14]
- Import zip: ZIP file import supported for knowledge base migration or recovery, with role requirements, merge logic, and slug rules [S24]
- Offline webhelp: offline WebHelp self-contained HTML site with navigation, search, and media · yes [S24]
- Retention basic: 6 years [S14]
- Retention deletion: yes [S12]
- Special categories: no [S14]

**Hosting**
- Cdn: Azure CDN [S10]
- Customizable: no · customizable [S6]
- Data locations: 50+ [S6]
- Data residency regions: yes · 50+ [S25]
- Disaster recovery: yes [S11]
- Network bandwidth: shared · full [S6]
- Outside eea: India · yes [S12]
- Private azure: private hosting · Microsoft Azure · yes [S25]
- Private hosting: dedicated, isolated infrastructure, no shared tenants · Azure [S13]
- Server capacity: shared · dedicated [S6]
- Shared regions: shared hosting · Western Europe · Canada Central · Central US · yes [S25]

**Integrations**
- Analytics tools: Google Analytics · Segment · yes [S8]
- API: API tokens from portal settings · yes [S8]
- API support: yes [S1]
- API support: API Support [S9]
- API support: yes [S7]
- Chrome extension: Chrome Browser Extension · yes [S8]
- Connectors: Slack · Intercom · Zendesk · Salesforce · GitHub · 60+ [S1]
- Crowdin: Crowdin · Translation Services [S8]
- Disqus: Disqus · Commenting [S8]
- Eddy API disabled error: 400 (API access disabled) or 500 (service error) when Public API not enabled [S22]
- Eddy API enablement: Enabled via Settings > AI settings > Eddy AI settings > AI search suite > Public API checkbox [S22]
- Eddy API endpoint: /v2/ProjectVersions/ask-Eddy AI [S22]
- Eddy API hub availability: yes [S22]
- Eddy API request fields: Prompt · Version ID · Language code [S22]
- Eddy API response contents: AI-generated answer and source article details [S22]
- Eddy API swagger test: API can be tested via Swagger API hub under Project versions [S22]
- Eddy API third party chatbot: yes [S22]
- Eddy API token requirements: POST · yes [S22]
- Extensions: Integrations & Extensions [S9]
- Freshchat: FreshChat · Chat [S8]
- Github: GitHub · Code Repository [S8]
- Google optimize ab testing: Google A/B, multivariate, and redirect testing integration [S8]
- Gorgias: Gorgias · Chat [S8]
- Helpdesk: yes [S7]
- Helpdesk tools: Zendesk · Freshdesk · yes [S8]
- Hotjar freshmarketer: CRO Tools · Hotjar · Freshmarketer [S8]

**Legal**
- Customer content ownership: yes [S15]
- Customer identification: Provider may use Customer name and logo; case studies/testimonials require written consent [S15]
- Discount clawback: Discounts tied to multi-year commitments may be clawed back on early termination [S15]
- Effective date: v2.0 · 01/08/2026 [S14]
- Entity: Document360 Limited [S12]
- Entity: Document360 Limited · controller [S14]
- Free services liability: none [S15]
- Group: all Kovai Group entities are controllers; data shared within group · Kovai Group [S14]
- Internal entities: Kovai Limited · 13435678 · England · Integration360 Limited · 06976607 · England [S14]
- Ip ownership: yes [S15]
- Liability cap: fees paid in preceding 12 months [S15]
- Modern slavery statement: yes [S11]
- Prepaid fees nonrefundable: no [S15]
- Response time: one month [S14]
- Rights: access · correction · erasure · objection · restriction · portability · withdraw consent [S14]
- Service modifications: Provider may modify Services provided core functionality not materially reduced during term [S15]
- Termination for cure: 30 [S15]
- Usage limits: Fair usage limits may apply based on tier, storage, API calls, user volumes [S15]
- Version: v3.0 · 01/07/2026 [S15]
- Warranty disclaimer: as is, as available [S15]

**Pricing**
- Auto renewal: yes · 60 [S15]
- Basic plan features: internal, external and mixed knowledge base · auto translate to 50+ languages · SEO customization · API documentation · customizable design · AI writing agent and AI content and FAQ creation [S7]
- Custom quote: Footer links to Pricing and demo request; no prices stated on page [S23]
- Flexible model: flexible, need-based pricing model [S7]
- Invoicing: yes · no · annual [S15]
- Overage: yes [S15]
- Payment terms: 30 [S15]
- Pricing page exists: yes [S1]
- Renewal increase: CPI + 3% [S15]
- Services migration: Content migration with quality checks [S9]
- Services training: One-to-one best practice training [S9]
- Taxes: yes [S15]

**Product**
- Accessibility: WCAG-compliant color contrast settings [S2]
- Advanced customization: yes [S4]
- AI chatbot: yes [S4]
- AI chatbot: AI Chatbot [S9]
- AI chatbot: yes [S7]
- AI disable: yes [S14]
- AI faq generator: yes [S7]
- AI features: AI Search · AI Chatbot · AI Writing Agent · MCP Server [S1]
- AI features: AI Search · AI Chatbot · Article Summarizer · Text to Audio Converter · AI Writing Agent · Duplicate Content Detection · Glossary Generator · MCP Server [S2]
- AI features: Embedded AI Components support search, summarisation, analysis, content generation [S15]
- AI features: AI Chatbot · AI Writing Agent · Article Summarizer · Glossary Generator · Duplicate Content Detection · Text-to-Audio Converter · Video-to-Docs Converter · MCP Server integrations [S14]
- AI metadata: yes [S7]
- AI premium suite: AI Premium Suite [S9]
- AI search: yes · AI-powered full-content search [S4]
- AI search: AI Search [S9]
- AI search citations: Eddy AI search answers employee questions in natural language and cites the source article [S3]
- AI suite: AI writing agent · AI-assisted search · deep analytics · duplicate content detector [S7]
- AI writing agent: AI Writing Agent [S9]
- Analytics: Analytics / Pro Analytics [S9]
- Analytics: yes [S13]
- Analytics reports: article · reader · search · team_accounts · feedback · links_status · ticket_deflector · page_not_found [S2]
- Analytics suite: search · reader · team accounts · feedback · links status · page not found [S7]
- API docs: API documentation generated from spec files [S13]
- API support: yes [S2]
- API support: yes [S12]

**Subprocessors**
- AI: OpenAI [S14]
- Analytics: outside UK · Lusha Systems · SLI Technologies [S14]
- Azure: Azure · Our cloud provider ensures a scalable and reliable infrastructure [S11]
- Cloudflare: Cloudflare · To manage network traffic & firewall [S11]
- Cloudflare turnstile: Cloudflare Turnstile · Bot detection and prevention of automated abuse for application security [S11]
- List: Kovai Systems India Private Limited · Zero · Chargebee · Stripe · Google · Microsoft Corporation · OpenAI LLC · Clearbit [S14]
- Mixpanel: Mixpanel · Enables advanced analytics [S11]
- Mongodb: MongoDB · Used as our vector database [S11]
- Openai: OpenAI · Provides AI capabilities, utilizing their advanced models [S11]
- Segment: Segment · Used for product analytics to enhance the user experience [S11]
- Stripe: Stripe · Facilitates secure payment processing [S11]

**Support**
- Channels: Migration Request · Support · Documentation · Status · Feedback · Contact us · email [S1]
- Channels: support · documentation · status_page · feedback · contact [S9]
- Channels: 24/5 · Eddy AI chat · ticket submission [S13]
- India team: India · yes [S12]
- Migration assistance: migration planning · content mapping · data transfer assistance · validation after migration [S7]
- Migration no technical expertise: no [S7]
- Migration timeline: timeline usually measured in weeks rather than months [S7]
- Priority SLA: Priority support from dedicated engineer with SLA coverage [S13]
- Privacy email: [email protected] · Document360 Limited [S14]
- Private hosting SLA: up to 1 day · within 2 hours [S25]
- SLA private hosting: 1 day · 2 hours [S6]
- Standard included: yes · yes [S15]
- Trial signup: Book a Demo · yes [S1]

279 more facts on the canonical page: https://whats-best.ai/software/knowledge-base/document360

## Questions

### Is Document360 European?

Yes, though not from the EU. whats-best.ai classifies Document360 as UK / wider Europe.

### Where does Document360 store data?

Not stated on the vendor’s pages as of 1 Nov 2026.

### Does Document360 have a free plan?

Not stated on the vendor’s pages as of 1 Nov 2026.

### What are the best alternatives to Document360?

As of 1 Nov 2026, the panel rates [BookStack (3/5)](https://whats-best.ai/software/knowledge-base/bookstack), [XWiki (3/5)](https://whats-best.ai/software/knowledge-base/xwiki) and [Docmost (3/5)](https://whats-best.ai/software/knowledge-base/docmost) highest among the other 13 Knowledge Base & Wiki products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [BookStack](https://whats-best.ai/software/knowledge-base/bookstack) (UK / wider Europe). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [Document360 alternatives](https://whats-best.ai/software/knowledge-base/document360/alternatives).

## Head-to-head

- [Document360 vs Helpjuice](https://whats-best.ai/compare/document360-vs-helpjuice.md)

## What this page leaves out

- 22 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 2 legal facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 2 pricing facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 compliance fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 hosting fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 integrations fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 sovereignty dimension could not be confirmed on the vendor’s own pages and is shown as unknown.
- 6 of the readings below were written against an earlier fact sheet — a fact has been corrected, added or pulled since. Until the panel next runs on this product you are reading the older judgement.

## Sources

- [S1] Vendor homepage: https://document360.com/ (checked 2026-11-01)
- [S2] Features page: https://document360.com/all-features/ (checked 2026-11-01)
- [S3] Features page (internal knowledge base): https://document360.com/solutions/internal-knowledge-base/ (checked 2026-11-01)
- [S4] Features page (published knowledge base site): https://document360.com/knowledgebase-site/ (checked 2026-11-01)
- [S5] Features page (SSO and SCIM): https://document360.com/knowledgebase-portal/sso-scim/ (checked 2026-11-01)
- [S6] Features page (private hosting): https://document360.com/private-hosting/ (checked 2026-11-01)
- [S7] Features page (migration): https://document360.com/migration-guide/ (checked 2026-11-01)
- [S8] Integrations page: https://document360.com/integrations/ (checked 2026-11-01)
- [S9] Pricing page: https://document360.com/pricing/ (checked 2026-11-01)
- [S10] Security page: https://document360.com/security/ (checked 2026-11-01)
- [S11] Trust center: https://document360.com/trust-center/ (checked 2026-11-01)
- [S12] GDPR page: https://document360.com/gdpr-compliance/ (checked 2026-11-01)
- [S13] Documentation: https://docs.document360.com/ (checked 2026-11-01)
- [S14] Privacy policy: https://document360.com/privacy/ (checked 2026-11-01)
- [S15] Terms of service: https://document360.com/terms/ (checked 2026-11-01)
- [S16] Editor, structure & search — found from sitemap: https://docs.document360.com/docs/editor (checked 2026-11-01)
- [S17] Editor, structure & search — found from sitemap: https://docs.document360.com/docs/editor-elements (checked 2026-11-01)
- [S18] Verification, ownership & freshness — found from sitemap: https://docs.document360.com/docs/workflow-designer (checked 2026-11-01)
- [S19] Verification, ownership & freshness — found from sitemap: https://docs.document360.com/docs/duplicate-content-detection (checked 2026-11-01)
- [S20] Permissions, SSO & administration — found from sitemap: https://docs.document360.com/docs/saml-sso-with-entra (checked 2026-11-01)
- [S21] Permissions, SSO & administration — found from sitemap: https://docs.document360.com/docs/scim-with-entra (checked 2026-11-01)
- [S22] Help-center publishing & integrations — found from sitemap: https://docs.document360.com/docs/ask-eddy-ai-api (checked 2026-11-01)
- [S23] Help-center publishing & integrations — found from sitemap: https://docs.document360.com/docs/document360-mcp (checked 2026-11-01)
- [S24] Import, export & self-hosting — found from sitemap: https://docs.document360.com/docs/import-export (checked 2026-11-01)
- [S25] Import, export & self-hosting — found from sitemap: https://docs.document360.com/docs/private-hosting (checked 2026-11-01)

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Cite as: whats-best.ai, "Document360 — Knowledge Base & Wiki", AI panel analysis, as of 2026-11-06. https://whats-best.ai/software/knowledge-base/document360

Corrections: https://whats-best.ai/correct/1229?target=page