Trust and security · 08
Standard Service Level Agreement (SLA)
NexToCloud · NTC CAPITAL HOLDING S.A.S. · NIT (Colombian tax ID) 902.096.121-7 Version 2.0 · Effective as of: October 20, 2026 · Last updated: October 20, 2026
1. Availability#
1.1. Commitment. NexToCloud commits to a monthly availability of the production Platform of ninety-nine percent (99.0%). Enterprise plans may agree to a higher commitment in their Order Form.
1.2. Measurement. Monthly availability = (minutes in the month − minutes of non-excluded unavailability) ÷ minutes in the month × 100. Unavailability exists when Authorized Users cannot access the Platform or its essential functions for a cause attributable to NexToCloud, according to NexToCloud's monitoring records and the Customer's reports.
1.3. Exclusions. The following do not count as unavailability:
a) Scheduled maintenance notified in accordance with Section 3. b) Failures of the equipment, connectivity, network, or systems of the Customer or of third parties it engages. c) Unavailability of Third-Party Services or of providers beyond NexToCloud's reasonable control: Meta/WhatsApp, BSPs, telephony carriers, AI Model Providers, insurer portals, or the Customer's source systems. d) Regional cloud unavailability due to force majeure. e) Suspensions for late payment, for security reasons, or for breach of the Acceptable Use Policy. f) Trial or beta features. g) Force majeure or acts of God.
2. Support#
2.1. Channels: email at apps@nextocloud.ai and any other channels NexToCloud enables and announces (for example, a support WhatsApp line or a help center within the Platform).
2.2. Hours: Business Days from 8:00 a.m. to 6:00 p.m., Colombia time. Severity 1 incidents are also handled outside those hours.
2.3. Severity levels and target times:
| Severity | Definition | First response | Resolution or action plan target |
|---|---|---|---|
| S1 — Critical | Platform inaccessible or an essential function inoperative for all users, with no workaround. | 2 hours | 8 continuous hours to restore service or provide a temporary workaround. |
| S2 — High | Severe degradation or intermittent failures of an essential function, with no operational workaround. | 4 business hours | 2 Business Days. |
| S3 — Medium | Failure of non-essential functions or with a workaround available. | 8 business hours | 5 Business Days. |
| S4 — Low | Inquiries, usage questions, feature requests. | 24 business hours | Per the product roadmap; documented response. |
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2.4. Classification. The Customer proposes the severity when reporting; NexToCloud confirms it using reasonable technical judgment and communicates any reclassification.
2.5. Report requirements: affected user, time, module, description, and available evidence (screenshots, error messages).
2.6. Included support. The subscription includes remote support on use of the Platform and correction of failures. It does not include training beyond onboarding, new configurations, development, or support for third-party systems, which are quoted as professional services.
3. Maintenance#
3.1. Scheduled: preferably between 9:00 p.m. and 6:00 a.m., Colombia time, or on weekends, notified at least forty-eight (48) hours in advance, up to eight (8) cumulative hours per month.
3.2. Emergency: urgent maintenance for security or stability reasons may be performed without prior notice, informing the Customer as soon as possible and minimizing the impact.
3.3. Updates: most updates are deployed without service interruption.
4. Backups and recovery#
Backups, recovery objectives (RPO/RTO), and the restoration procedure are described in the Information Security Policy. At a minimum, in the event of loss of the primary server or region: an RPO of twenty-four (24) hours and an RTO of twenty-four (24) hours.
5. Service credits#
5.1. If monthly availability falls below the commitment, the Customer is entitled to a credit against the subscription fee for the affected month:
| Monthly availability | Credit |
|---|---|
| From 98.0% to less than 99.0% | 10% |
| From 95.0% to less than 98.0% | 25% |
| Less than 95.0% | 50% |
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5.2. Request. The Customer must request the credit in writing within fifteen (15) calendar days after the end of the month. The credit is applied to the next invoice; it is not refundable in cash.
5.3. Conditions. Credits apply only to Customers that are current on their payments. Total credits for a month will not exceed fifty percent (50%) of that month's subscription fee.
5.4. Exclusive remedy. Credits are the exclusive remedy for availability failures. If availability falls below the commitment for two (2) consecutive months, the Customer may also terminate the subscription without penalty.
6. Customer obligations#
a) Report incidents through the support channels with the available information. b) Keep the services under its responsibility operational (connectivity, third-party accounts, payment methods with Meta or other providers). c) Designate an authorized contact to manage incidents and approve corrective actions.
Versioned document. Previous versions are kept at nextocloud.ai/legal.