Support
Your CSM and Technical Team
Your named CNX engagement contact, specialist escalation and scoped support resources without fixed-headcount or unlimited-service promises.
For CNX engagement clients, your named Client Success Manager (CSM) is your primary point of contact. They coordinate communication and specialist escalation. Product access alone does not automatically include this engagement support model.
What your CSM coordinates
Your CSM helps keep the agreed work, contacts, checkpoints and next steps clear. When a request needs technical depth, they brief the relevant resources and remain your communication contact.
Foundation retains its monthly strategy call. Confirm the purpose, exact review scope and relevant cadence for your engagement; a rename does not remove existing commitments.
Resources follow the engagement
Foundation and Marketing Support retain the documented Next Business Day response model. Marketing Leadership and Business Partnership retain dedicated resources as specified in their engagement scope. Custom is scoped individually.
Confirm the named contacts and support arrangements. Dedicated resources do not mean a fixed headcount, unlimited service or guaranteed availability for every request. Existing customer agreements continue to govern their commitments.
CNX remains accountable for agreed delivery using specialists, tools and AI agents. Necessary business approvals about budgets, contracts, production proofs and material changes are separate from CNX quality control.
If your support needs change
Confirm which work and services will continue, change or end, along with effective dates, work in progress and any billing adjustment.
Qualifying customer-specific custom IP ownership starts in subscription month 13. The same plan stays at the same price in year two. You may stay, choose a lower plan or leave with your transferable work; CNX maintenance ends on departure. Agree the transferable inventory, dependencies and handoff process.