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Total Care Fixed-Cost Services Policy

Last updated: April 1, 2025

This policy is applicable solely to clients whose Statement of Work, Ordering Document, or any associated policy expressly incorporates this policy by reference.

  1. Scope

This Total Care Fixed-Cost Services Policy (“the Policy”) applies to the following Valiantys Services:

  • Total Care on Demand
  • Total Care
  • Total Care Premium
  • Total Care Enterprise

Clients subscribed to any of these Services may utilize their Reserved Hours for Fixed-Cost Services as defined in this Policy.

 

  1. Definitions

For the purposes of this Policy, all capitalized terms shall have the meanings ascribed to them in any document incorporating this Policy, including but not limited to a Statement of Work (SOW), Master Services Agreement (MSA), or other governing documents:

If a Fair Use Policy is referenced in any document incorporating this Policy, it shall have the meaning set forth in that document. If no Fair Use Policy is included, any references to it in this Policy shall be disregarded.

  • Fixed-Cost Services: Predefined service offerings provided by Valiantys at a set price, irrespective of the time required for completion.

 

  1. Overview

Valiantys provides Clients the option to allocate their Reserved Hours toward Fixed-Cost Services that have a predefined scope and price. This Policy governs the terms and conditions under which Clients may allocate their Reserved Hours for such Services.

 

  1. Fixed-Cost Services Definition

Fixed-Cost Services are structured offerings provided at a fixed price. Clients may allocate their Reserved Hours toward these services instead of consuming general hourly consulting time.

Clients may allocate their Reserved Hours toward Fixed-Cost Services subject to the following conditions:

  • Fixed-Cost Services are allocated in 15-minute increments.
  • Each Fixed-Cost Service requires a predetermined number of 15-minute increments of Reserved Hours.
  • Clients must have a sufficient balance of Reserved Hours to cover the full requirement of the requested Fixed-Cost Service.
  • If the Client does not have enough Reserved Hours available, they may:
    • Purchase additional hours at the rates set forth in any document incorporating this Policy, or
    • Upgrade to a higher Total Care tier, subject to the applicable terms of that document.

 

  1. Eligible Fixed-Cost Services

Clients may allocate Reserved Hours to request Fixed-Cost Services, which include but are not limited to:

  • Health Assessments – Periodic configuration reviews providing recommendations aligned with Atlassian best practices.
  • Training Sessions – Structured learning sessions covering Atlassian tools and best practices.

Valiantys reserves the right to expand the list of available Fixed-Cost Services at its sole discretion. Any newly introduced Fixed-Cost Services will be subject to the terms of this Policy unless otherwise specified.

 

  1. Availability and Fair Use Policy
  • Fixed-Cost Services are subject to resource availability at the time of the request.
  • If a Fair Use Policy applies in any document incorporating this Policy, Fixed-Cost Services will be treated as Normal Urgency as defined in that policy, and any restrictions on Reserved Hours usage set forth in that policy shall also apply. If no Fair Use Policy is included, this section shall be interpreted without reference to one.
  • Service Levels do not apply to Fixed-Cost Services.
  • Fixed-Cost Services may not extend beyond the termination date of any document incorporating this Policy.

 

  1. Restrictions on Use

Reserved Hours may only be applied to Fixed-Cost Services that have been pre-approved by Valiantys. They may not be applied to:

  • General hourly consulting.
  • Custom development or integration work.
  • Any services outside the predefined Fixed-Cost Services scope.

Reserved Hours cannot be retroactively applied to completed Services. Once a request for a Fixed-Cost Service is submitted, the allocated Reserved Hours cannot be reallocated or transferred back to the Client’s general Reserved Hours balance.

 

  1. Policy Amendments and Termination Rights

Valiantys reserves the right to modify this Policy at its sole discretion. Any modifications will become effective:

  • Upon the commencement of a Renewal Term, or
  • Thirty (30) days after written notice to the Client, whichever occurs first.

If the Client objects to a modification, they must notify Valiantys in writing within the thirty (30) day notice period. The Client may terminate the applicable document incorporating this Policy, except that Valiantys, at its sole discretion, may instead apply the prior version of this Policy for the remainder of that document’s Term, thereby maintaining its existing conditions.