Support Policy
Updated Date: July 1, 2026, 12:00 AM
This Collaborne B.V. dba NEXT (“NEXT”) Support Policy is issued under and forms part of the NEXT Terms of Service, Master Cloud Agreement or other NEXT agreement which references this policy. Any capitalized terms not defined herein shall have the meanings ascribed to them in such NEXT agreement.
NEXT offers support services for the Service (“Support”) in accordance with the following terms:
Support
Reporting Incidents
Customer may report errors or abnormal behavior of the Service ("Incidents") by contacting NEXT through the support ticketing email at help@nextapp.co. NEXT is committed to ensuring that each of our customers receive the necessary Support in the event of an Incident. NEXT will respond to Incidents within the timeframes in the table below, but does not guarantee resolution times and determines the resolution of Incidents in its reasonable discretion.
When reporting an Incident, Customer may propose an initial priority level; NEXT assigns the final Priority Level in its reasonable discretion, as described in Section 4. Customer will provide all necessary information and cooperation to NEXT as reasonably required for NEXT to provide Support, including, but not limited to, the following information regarding the Incident:
Aspects of the Service that are unavailable or not functioning correctly
Incident's impact on Users
Start time of Incident
List of steps to reproduce Incident
Relevant log files or data
Description of any error message received
Incident ID# (when specified by NEXT)
Knowledge base
NEXT may offer the NEXT Support and Help Center or other publicly accessible blogs, forums or interactive features (“Self-Service Knowledge Base”). Any information submitted to this Self-Service Knowledge Base will be publicly available, so Customer is advised not to submit any confidential or sensitive information. The Self-Service Knowledge Base is not part of Support as provided by NEXT.
Support hours
NEXT will provide Support during NEXT's normal business hours (Monday 5:00 am – Saturday 5:00 pm UTC), excluding NEXT holidays (“Business Hours”).
Incident response
Upon NEXT's receipt of Customer’s report of an Incident, NEXT's Support personnel will assign a final priority level (“Priority Level”) to each Incident in their sole discretion and will notify Customer of any change from the initial priority level reported by Customer. NEXT will provide responses to each Incident in accordance with the time frames listed in the table below.
Priority Level | Description | Response time | Status updates |
|---|---|---|---|
Urgent | The Service is inoperative or cause a complete failure due to critical issues in NEXT's infrastructure, resulting in Service downtime. | 2 hours | Hourly |
High | Incident is not classified as Urgent, and a material part of the Service is inoperative or materially impaired, with no reasonable workaround available. | 4 Business Hours | Every 24 Business Hours |
Medium | Incident is not classified as an Urgent or High Priority Level, and Users are unable to access a particular functionality of the Service, and/or there are minor bugs where a workaround is available. | 24 Business Hours | N/A |
Low | Incident is not classified as an Urgent, High or Medium Priority Level and is of low impact to Users (e.g., functional or Documentation questions). | 48 Business Hours | N/A |
Exclusions
NEXT will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of NEXT's reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third-party systems, acts or omissions.
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.