KIVO MANAGED SERVICES
We've Got You.
From implementation and training all the way through to ongoing support and optimization, Kivo's expert service team is here to help.
If it's worth doing, it's worth doing right.
We believe that how you do something is as important as what you do. Our team of seasoned Kivo product experts and R&D domain specialists will be your guides every step of the way. Together, we'll drive and empower your adoption of Kivo as the system of record and action for R&D, so you can focus on what matters most: drug development.
Implementation is just the beginning
We stand up your Kivo environment, educate you on the standard configuration and help align your business processes to the Kivo standard, orchestrate your cross-platform AI agent interactions with Kivo, migrate your documents and data, and train your users. You get a dedicated Implementation Manager, domain SMEs when you need them, and a structured methodology that has delivered RIM, QMS, and TMF into a production state for biotechs of every shape in record time.
Reach an expert within minutes - seriously
After go-live, our Technical Support team will address your product questions, and proactively guide you through the knowledge base to keep you up and running. We pride ourselves on rapid response times (less than 6 minutes on average!) and high quality, informed, and professional responses.
Partnering with you as you scale
Software earns its keep when you keep growing into it. Our Customer Success team works alongside you after go-live to drive adoption, unlock new features as Kivo releases them, advise on potential configuration refinements as your processes evolve, and help keep Kivo aligned to your evolving business needs.
Our Promises to You
We work the way you do
We understand that every customer is unique and has needs shaped by specific business goals and objectives, interactions with health authorities and other corporate activities. But we also understand that the customer isn’t always right, and we will help save you from yourselves when things get tricky. We aren’t going to nickel and dime you or change order you to death. We aren’t looking to lock you into a never ending consulting arrangement or string of upgrade projects.
Transparent scoping
Before you sign, we build and align with you on a project model which includes: Kivo application configuration to align with business process, migration volume, testing approach, training, customer team time commitment, and dependencies. You see the RACI, the workstreams, and the assumptions. No surprises at kickoff. We aim to keep it as simple as possible.
Out-of-the-box first
If the platform does it well already, we’ll help to align your process to the platform before we start configuring. This keeps things simple to start and your future upgrades stay painless. Implementation projects are run in your sandbox, not in slides. Our workshop driven model is scalable and flexible, and is hands-on to get you working in Kivo quickly.
Least-burdensome CSA validation
We deliver a validation package with every release that includes: requirements, master plan, test plan and results, change control, and a validation certificate so your QA team can reference Kivo as a qualified SaaS supplier and avoid duplicative internal testing. Less paperwork, clear roles and responsibilities to demonstrate compliance, faster go-lives and smoother feature adoption.
One team, one outcome
As your team moves from the Sales cycle to an Implementation project and from Implementation to Support & Optimization, the teams meet together with you in the room. Context travels. Nothing restarts.
Partnership model
If you work with a systems integrator or a GxP consultancy, we have a clear partner delivery model that keeps Kivo where Kivo adds value (product SME, configuration, migration, validation) and gives your partner room to lead on process, change management, and company operating model.
Kivo FAQs
Faster than you'd expect — and the speed is earned, not faked. Kivo's implementation methodology is built around an out-of-the-box-first philosophy: if the platform already handles it well, Kivo aligns your process to the platform rather than building custom configuration from scratch. Projects run in your live sandbox from day one, not in slide decks, using a workshop-driven model that gets your team working in Kivo early. Full scope — configuration, migration volume, testing, training, and team commitments — is defined and agreed upon before you sign, so projects don't stall at kickoff waiting for decisions. The result: RIM, QMS, and TMF systems delivered into production for biotechs of every size, in record time.
Yes — every time. Kivo's Technical Support team is made up of seasoned product experts and R&D domain specialists. There are no bots, no tiered queues that route you to a generalist reading from a script, and no first-response acknowledgments that buy time before someone actually looks at your issue. When you reach out, you reach a person who knows Kivo and knows your domain. During business hours, average response time is under 6 minutes.
Kivo's average response time is under 6 minutes during business hours. More importantly, that first response is a real answer from a real expert — not an auto-acknowledgment. The Technical Support team proactively guides users through the knowledge base and addresses root causes, not just symptoms.
No. Kivo builds a full project model with you before you sign — covering Kivo configuration, migration volume, testing approach, training, team time commitments, and all assumptions. You see the RACI and every workstream upfront. Kivo does not pursue open-ended consulting arrangements or strings of upgrade projects. What you scope is what you pay for.
No! Some customers have a good idea of what they want, and/or are fully satisfied with our out-of-the-box config. And customers who work with a systems integrator or GxP consultancy can continue doing so. Kivo has a clear partner delivery model that defines where Kivo adds value — product expertise, configuration, migration, and validation — and gives your existing partner room to lead on process design, change management, and operating model. Kivo will not try to displace your partners or require you to route all services through Kivo.
Kivo delivers a validation package with every release: requirements, master plan, test plan and results, change control documentation, and UAT, avoiding duplicative internal testing. The approach is aligned with FDA's Computer Software Assurance guidance and the least-burdensome principle — faster go-lives, cleaner compliance records, and smoother feature adoption with every Kivo release.
Migrations are scoped individually, based on the number of documents, the number of systems from which we will be migrating, and the data completeness. Please reach out to get a customized quote for your migration needs.
Yes. Kivo's Expert Services team has delivered combined RIM, QMS, and eTMF implementations for pharmaceutical and biotech companies across a range of sizes and therapeutic areas. A single dedicated team carries context from sales through go-live and into ongoing support — no handoffs, no restarts, no re-explaining your configuration decisions to a new team.
Yes — and the methodology explains why. Kivo scopes fully before kickoff (no mid-project definition delays), runs workshops in your live sandbox (not in slides), prioritizes out-of-the-box configuration to reduce build complexity, and delivers CSA-aligned validation packages that prevent QA from slowing down go-live. The combination of disciplined scoping, hands-on workshops, and least-burdensome validation has produced a track record of record-time production deployments for RIM, QMS, and TMF — for early-stage biotechs through late-stage pharmaceutical companies.
Yes. Our Services team has experience from early-stage startups to Top 50 pharma - and our software reflects that experience. Start with one module (Clinical, Regulatory, or Quality), and scale up as you need.