Service Level Agreement
Updated Date: July 1, 2026, 12:00 AM
This Collaborne B.V. dba NEXT (“NEXT”) Service Level Agreement (“SLA”) is issued under and forms part of the Master Cloud Agreement or other NEXT agreement which references this policy and any capitalized terms not defined herein shall have the meanings ascribed to them in such NEXT agreement
1. Service Availability
NEXT will use commercially reasonable efforts to provide the Service to Customer at the Availability Standard set forth below:
a. “Availability Standard” means uptime availability of the Service at a level of at least 99.5% availability measured on a monthly basis, excluding scheduled maintenance time. The Service will be deemed unavailable if Customer is unable to access the Service (“Disruption”). Notwithstanding the foregoing, it will not be a Disruption if the Service is not available because of (i) general internet problems or outages caused by power supply carriers; (ii) malfunction of equipment, systems software, network connections or other infrastructure not owned or operated by NEXT; (iii) force majeure events or other factors outside the reasonable control of NEXT; (iv) unavailability or failure of any third-party AI model, large language model, or other Third-Party System not operated by NEXT; or (v) scheduled service or maintenance or reasonable emergency maintenance.
b. NEXT will provide updates and information about availability and outages through in-app notifications and/or at https://nextapp.statuspage.io/
2. Service Credits
a. If NEXT fails to meet the Availability Standard in a particular month and Customer makes a request for service credits within 30 days after the end of such month, Customer will be entitled to a credit based on the monthly portion of the annual fees due for the affected Service in such month (“Service Credit”). The Service Credit is calculated as follows:
Service Availability Percentage | Service Credit (% of monthly fees) |
|---|---|
99.5% or greater | No credit |
99.00% to 99.5% | 5% |
98.5% to 99.00% | 10% |
98.00% to 98.5% | 15% |
97.5% to 98.00% | 20% |
Less than 97.5% | 30% |
b. NEXT will apply each Service Credit to Customer’s next invoice, provided that Customer’s account is fully paid up, without any outstanding payment issues or disputes. Customer will not receive any refunds for any unused Service Credits.
3. Exclusive Remedy
Service Credits constitute liquidated damages and are not a penalty. Service Credits are Customer’s sole and exclusive remedy, and NEXT’s sole and exclusive liability, for NEXT’s failure to meet the Availability Standard.
Questions & Answers
Questions & Answers
How NEXT manages subprocessors?
NEXT has established a rigorous process for the selection and management of subprocessors. This includes: 1) Risk-based due diligence & inventory (service description, data types, access, controls, assurance). 2) Contracts & DPAs: Article 28(4) obligations flow down to subprocessors; change notifications & objection handled per DPA (Article 28(2)). 3) International transfers: Where required, NEXT AI implements EU SCCs (2021) to legitimize transfers controller→processor and processor→subprocessor. 4) Minimization: NEXT AI aims to use as few subprocessors as possible to deliver the service.
How can controllers get notified of new or changed subprocessors?
NEXT provides notice of intended changes to the subprocessor list and allows objections as required under GDPR Art. 28(2) via the DPA. Contact security@nextapp.co if you need to confirm your notification channel.
Do you support EU-only processing for AI/transcription?
Yes—per the list above, AssemblyAI and Microsoft Azure AI can be used in the EU, and Gladia is EU-hosted. Configure your workspace to use EU options where required. Refer to vendor rows and your contract/SOW for specifics.
What due-diligence does NEXT perform on subprocessors?
NEXT follows a vendor-management program (inventory, risk tiering, control reviews, contractual clauses, and audit/assurance as needed).
Can customers object to a new subprocessor?
Yes — controllers may object in writing within 15 days of receiving a Subprocessor Change Notice, on reasonable data protection grounds. If no objection is raised within this period, the change is deemed accepted. If an objection cannot be resolved, the customer may terminate the affected subscription and receive a pro-rata refund of prepaid fees. See DPA Section 6 for full details.