Support
Response Times by Plan
Existing engagement response commitments, scoped dedicated resources and the difference between responding and completing work.
Response commitments describe when you hear back, rather than when every build or configuration request will finish.
Foundation and Marketing Support
The documented response commitment remains Next Business Day. Requests through your designated engagement support channel receive a response within the next full business day.
Business days mean normal working hours, Monday through Friday, excluding public holidays. Complex delivery requests still depend on their scope and agreed checkpoints.
The monthly strategy call is a separate touchpoint. Foundation retains this call; confirm its purpose and exact review scope.
Marketing Leadership and Business Partnership
These engagements retain their dedicated-resource commitments. Confirm named contacts, planning cadence, response windows and escalation arrangements in your engagement scope.
Dedicated resources do not promise a fixed human headcount, unlimited access or a guaranteed faster response than another plan. Existing customer agreements continue to govern their commitments.
Custom response arrangements are scoped in the engagement.
Delivery and plan changes
CNX coordinates specialists, tools and AI agents and remains accountable for agreed delivery. Technical resource limits do not by themselves define human delivery capacity. Confirm applicable capacity, channels, locations and revisions in the scope.
In year two, the same plan continues at the same price. You may choose a lower plan or leave with your transferable work; CNX maintenance ends on departure. Qualifying customer-specific custom IP ownership starts in subscription month 13. Confirm effective dates, work in progress, dependencies and any billing adjustment before changing support.