Total Care Fixed-Cost Services Policy

1. Scope

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

• Total Care on Demand
• Total Care

and

• Total Care Premium
• Total Care Enterprise

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

2. 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 Ordering Document, any Services Agreement, or other governing documents. Other capitalized terms used in this policy shall have the meanings set forth at the following link: https://www.valiantys.com/en/legal/definitions.

3. 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 Fixed-Cost Services.

4. Fixed-Cost Services Definition

Fixed-Cost Services are structured offerings provided at a fixed price. Clients may allocate their Reserved Hours toward these defined Fixed-Cost 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 Plan, subject to the applicable terms of that tier.

5. 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.

6. 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 to the Managed Services Plan, 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 Fair Use 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.

7. 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 offered by Supplier.
• 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.

Last updated: July 30, 2025