Premium Customer App Support
Your staff may lack in-depth knowledge of how to support your Valence apps, especially if they were originally developed by CNX or a third party. CNX will be available to support the operation of your company’s Valence apps, whether created by CNX or your company internally. This service provides peace of mind that if an existing app stops working or is having a problem you can count on receiving help to resolve it from CNX in a timely manner. You can contact CNX through phone, email or forum and CNX will respond and start working the problem within 4 hours during CNX’s normal business hours. Premium customer app support is billed at the discounted hourly rate available to Valence Enhanced SLA customers, as described below.
Enhanced Development Support
CNX will be available to support the development of your internal Valence apps. This support service is intended to provide developers with a convenient support channel for asking development questions, helping with app design, best practices decisions, debugging and generally assisting with analysis, development, debugging, deployment and support of Valence apps. You can contact CNX through phone, email or forum and CNX will respond and start working the question or problem within 4 hours during CNX’s normal business hours. Enhanced development support is billed at the discounted hourly rate available to Valence Enhanced SLA customers, as described below.
Four-Hour Annual Entitlement
You will receive a 4-hour per year service entitlement at no additional cost. This time is intended to provide a base amount of time for CNX to receive your service requests and analyze them without automatically invoicing you for work time. A service request normally takes about half an hour to analyze. Therefore it is estimated that this 4-hour time allotment will allow approximately 8 service requests per year to be analyzed at no additional cost. All time spent by CNX on your service requests is recorded and any amounts spent over 4 hours annually is invoiced to you at the pre-negotiated discount service rate.
Priority Development Scheduling
Every reasonable effort will be made to give you scheduling priority by CNX over customers without a service level agreement.
No-Cost Migration Assistance
CNX will assist you where necessary in migrating from one version of Valence to another, across both major and minor release versions. Time spent by CNX on this activity is not invoiced to you and does not count towards the 4 hour per year entitlement. Note that this does not include reengineering apps or upgrading the version of UI framework used in your apps.
You will receive a 10% discount on all hourly service charges, including for premium customer app support and enhanced development support under the Valence Enhanced SLA. Note that if an existing customer begins a new service level agreement with CNX they may not qualify for this discount if already receiving a rate discounted at 10% or more.
Term and Renewal
By default, the term of the Valence Enhanced SLA is set to renew annually with your standard Valence annual maintenance period, unless a different period is requested. A Valence Enhanced SLA can be terminated by CNX or you with 90 days notice prior to the next renewal period. CNX will notify you of any price change prior to renewal.
The base cost of a Valence Enhanced SLA is $495 per month (invoiced annually). CNX reserves the right to increase this cost based on any circumstances with your company’s use of Valence that are uniquely complex to support.
Terms of Service
The Valence Enhanced SLA is a value-added service and is provided subject to the terms of the Valence Developer License Agreement between you and CNX. No additional contract is required.