Support
How Support Works
The named engagement contact, existing response commitments and CNX delivery responsibility, distinct from standalone product access.
For CNX engagement clients, your named Client Success Manager (CSM) is the primary contact for questions, changes and escalation. This engagement support model does not automatically apply to standalone product access such as Grove.
Your contact and escalation
Your CSM coordinates with technical resources when a request needs specialist work and stays responsible for communication. Confirm the designated contacts and channels at the start of the engagement. Existing supported engagement channels include WhatsApp and Google Chat.
CNX coordinates specialists, tools and AI agents and remains accountable for agreed delivery. Business approvals and agent tool controls do not replace CNX's quality responsibility.
Response model
Foundation and Marketing Support retain the documented Next Business Day response commitment. A response commitment is different from a deadline for completing complex work.
Marketing Leadership and Business Partnership retain dedicated resources under their engagement scope. Custom support is scoped in the engagement. Confirm named contacts, cadence and escalation arrangements; a plan label does not promise a fixed human headcount or unlimited capacity.
Existing customer agreements continue to govern their commitments. Agree applicable delivery limits and support arrangements before changing plans.
Ownership and support changes
Qualifying customer-specific custom IP ownership starts in subscription month 13. In year two, the same plan stays at the same price. You can stay, choose a lower plan or leave with your transferable work. CNX maintenance ends on departure.
Agree the transferable inventory, dependencies and handoff process. Confirm effective dates, work in progress and billing adjustments before changing support.