Vendors are as much a part of your org as employees, yet they operate without oversight or accountability.
You're paying up to 30% of your license fee for premium support packages, but often, the actual performance data doesn't measure up to premium standards.
SLA violations are a regular occurrence
Vendors closed unresolved cases
Tickets drag on unnecessarily for weeks
The simple truth: Your company spends millions on technology products, services, and support. Knit.ai helps you know if you're getting what you paid for.
vendor underperformance revealed by knit.ai
software vendor
23%
CASES VIOLATED SLA
virtualization vendor
40%
cases unresolved
Vendor Support Cases
14
average days open
Underperformance evidence exists, you just can't see it
All the evidence of vendor underperformance exists. It's just buried in support portals, email threads, and trapped in your engineers' frustration.
ITSM systems only centralize internal support requests
Vendor support cases are scattered across portals and employee inboxes
Each vendor operates its own separate portal, accessible only to certain individuals.
Vendor issues persist without accountability
Without visibility into vendor performance, a hidden cost center is silently rippling across your enterprise:
Service owners lose hours chasing vendors
Management absorbs team burnout
Teams struggle to defend performance
Procurement renews contracts without leverage
Leadership experiences project delays that erode trust in IT
Hidden Operational Burden
Service teams lose hours chasing fragmented vendor support, repeating information, and managing time zone handoffs.
No Performance Accountability
Technology leaders can't defend IT performance to the business because vendor failures are not measured.
Hidden Operational Burden
Service teams lose hours chasing fragmented vendor support, repeating information, and managing time zone handoffs.
Hidden Operational Burden
Service teams lose hours chasing fragmented vendor support, repeating information, and managing time zone handoffs.
Knit.AI Vendor Performance Management
Manage vendors with facts, not friction
Knit.AI brings the missing data layer needed to transform vendor relationships from cost centers to performance partnerships.
Collaborate effectively
Share data-driven insights with vendors.
Reduce potential hazards
Identify vendor issues likely to impact critical projects
Benchmark performance
Bring objective data into QBRs, EBRs, and renewals.
Gain real-time visibility
Status of every case available in one console.
"This level of proof is an undeniable 'receipt' we can bring to the vendor—not an anecdote. It proves their team failed to respond to key data, securing us a win in the negotiation based on objective evidence."
— VP of Infrastructure, Publicly Traded Company
"We don't necessarily want to get rid of our vendors, but we want better service. This platform is the only tool we need to enforce that level of accountability and drive vendor improvement."
— Sr. Director of IT
"I came into this believing we had complete vendor visibility, but I soon realized how critical the gap was. This platform is a fundamental truth engine. I've seen the light now."
— Fortune 250 CIO
Before Knit.ai
Vendor-controlled narrative
Blind spots in support quality
Reactive problem solving
Negotiating with feelings
Accepting vendor excuses
After Knit.ai
Data-driven negotiations
Complete vendor visibility
Proactive issue management
Fact-based renewals
Vendor accountability
How it Works
Track performance. Enforce accountability.
Knit.ai uses machine learning and natural language processing to transform raw support tickets into actionable intelligence.
Full Visibility
Improve efficiency across your vendor ecosystem.
Accountability
Drive accountability through measurable standards.
Leverage
Negotiate renewals with evidence using performance trends.
See every open case in one place
For the first time, every vendor support case across your entire organization becomes visible in one place. Knit.ai automatically detects and tags product defects, configuration issues, feature requests, and more.
"The platform finally solved our core problem: it’s always been 'one guy emailing back and forth with the vendor.' The tool breaks the single-engineer silo to give the entire team clarity."
VP of Infrasrructrure, Publicly Traded Company
Spot issues before they escalate
No more finding out about critical issues after they've already escalated. Knit.ai spots excessive interactions, unresolved cases, and unusual delays before they become costly issues.
"We need signals that go beyond simple SLAs. Knit.ai flagging when our engineers are not getting the answers they need in a timely manner can be a true indicator of a high-risk, unresolved problem."
Jeanne Weber
Director of Enterprise Systems at Binghamton University, State University of New York
Turn interactions into evidence
When a support case closes, Knit.ai generates a comprehensive document on everything that happened within the support interaction, arming you with evidence for every case.
"This level of proof is an undeniable 'receipt' we can bring to the vendor—not an anecdote. It proves their team failed to respond to key data, securing us a win in the negotiation based on objective evidence."
VP of IT
Data-driven accountability
No more negotiating renewals without leverage. Knit.ai empowers you with the data to hold vendors accountable. Counter their 15% license fee increase with documentation showing 40% of their cases involved defects.
"As a customer, this product puts a lot more power back in our hands. It allows us to walk into any negotiation with undeniable, objective evidence, without forcing our team to spend weeks manually building that evidence ourselves."
CIO of major US city
Book a demo
Getting vendor performance data doesn't require a six-month implementation or complex integration. It just takes a data file and 30 minutes.
Why? Because we've already done the heavy lifting for you by:
Analyzing hundreds of thousands of vendor support cases
Building a signal library to detect early indicators of failure
Compiling a vendor SLA violation database to benchmark performance
Just give us a data file and we'll evaluate a single vendor's performance for you, for free.
"The entire onboarding process was complete and efficient in just 30 minutes. That rapid time-to-value confirms this is a low-lift solution with an immediate administrative ROI."
Ownership usually sits in the Office of the CIO — often with the Chief of Staff or an equivalent role that bridges IT, procurement, and service owners. We’ve even seen titles as specific as Technology Relationship & Asset Management. The key is someone with a broad view of the vendor landscape who helps the CIO manage relationships across functions.
Onboarding is designed to be low effort, high reward. It typically takes just a few hours to configure mail flow rules that capture vendor tickets. Historical data can be ingested quickly, with value often realized in the very next escalation, QBR, or renewal.
Setup is done with a simple mail flow rule that directs ticket-related emails to an inbox you control. Every major vendor portal automatically generates email receipts for ticket activity (creation, updates, closure). Knit.ai ingests those emails to build performance reporting. In rare cases where a vendor does not provide sufficient email detail, we can discuss alternatives.
Knit.ai maintains a library of vendor SLAs across major technology providers. We map incoming ticket data against those standards to detect violations. If you have custom SLAs, we can easily accommodate and align reporting to your specific contracts.
Traditional ITSM platforms (ServiceNow, Remedy, Helix, etc.) handle internal IT workflows well. But once a ticket is tagged “Waiting on Vendor” and handed off, visibility ends — the vendor owns the case data and metrics. Knit.ai fills that gap by providing independent visibility and performance reporting across vendors, which ITSMs aren’t built to do.
They do — but they’re often difficult to navigate, access is limited to only a select few people, and the data is surface-level. Vendor dashboards typically tell you whether a ticket is open or closed, and maybe its priority. What they don’t show is:
Who the ticket is waiting on
How long it’s been open
Whether response time commitments have been violated
If there’s excessive back-and-forth or sensitive information shared in plain text
Whether a case was truly resolved or just closed
If the support experience was on par with expectations
Knit.ai captures these signals directly from ticket interactions, giving you depth, context, and independent insight that vendor dashboards can’t provide.
