Introduction
This Service Level and Support Policy (the Policy) is issued by Nex Global LLC, a Wyoming limited liability company trading as Nex Systems (Nex, we, us). It describes the availability commitment Nex makes for its paid cloud services, the service credits available if that commitment is not met, and the technical support Nex provides to its customers.
This Policy forms part of, and is incorporated by reference into, the Nex Systems Terms of Service (the Terms). Capitalised terms not defined here have the meanings given in the Terms. If this Policy conflicts with the Terms, the Terms prevail. If a signed Order Form states a different service level or support plan, the Order Form prevails for that order only.
This Policy applies only to paid production subscriptions purchased directly from Nex and in good standing. It does not apply to:
- free tools, demonstrations, trials, sandbox or test environments;
- paid pilots, unless the Order Form expressly applies this Policy;
- beta, preview, early-access or features labelled as experimental;
- services provided free of charge under the Government and NPO Program; or
- services purchased through an Authorised Partner, whose support and service levels are set by that partner unless Nex agrees otherwise in writing.
The service levels in this Policy are commitments about the availability of the services. They are not a promise that the services will be uninterrupted or error-free, or that any screening result will be complete or accurate. The services, including AI-assisted features, support the customer's own compliance decisions, and the customer remains responsible for those decisions.
1. Definitions
1.1 In this Policy:
| Term | Meaning |
|---|---|
| Covered Service | The production instance of the Nex web application and production API endpoints that the customer has subscribed to under a paid Order Form. |
| Downtime | A period of at least five (5) consecutive minutes during which the Covered Service as a whole is Unavailable, as recorded by Nex's monitoring systems. |
| Unavailable | The customer's authorised users cannot log in to the Covered Service, or the production API returns server error responses (HTTP 5xx) to properly formed requests, for reasons within Nex's reasonable control. Slow performance, degraded individual features or errors in a single module are not Unavailability. |
| Monthly Uptime Percentage | The total minutes in a calendar month, less Downtime minutes (excluding Excluded Events), divided by the total minutes in that month, multiplied by 100. |
| Excluded Event | Any event listed in section 3.3. |
| Monthly Fee | The subscription fee attributable to the affected Covered Service for the month in which the Downtime occurred. Annual fees are divided by twelve. It excludes professional services, overages, taxes and pass-through charges. |
| Service Credit | A credit, calculated as a percentage of the Monthly Fee, applied against future invoices under section 4. |
| Incident | An unplanned interruption to, or reduction in the quality of, a Covered Service, reported through a support channel in section 6. |
| Severity | The impact classification of an Incident under section 7. |
| Business Day | Monday to Friday, excluding public holidays in the State of Wyoming, United States. |
| Support Hours | The hours stated for the customer's support plan in section 6. |
| First Response | Nex's first substantive human reply to an Incident, acknowledging it and starting work. An automated acknowledgement is not a First Response. |
2. Availability Commitment
2.1 Commitment. Nex will use commercially reasonable efforts to make each Covered Service available with a Monthly Uptime Percentage of at least the level stated for the customer's plan:
| Plan | Monthly Uptime commitment | Approximate maximum Downtime per 30-day month |
|---|---|---|
| Standard | 99.5% | 3 hours 36 minutes |
| Professional | 99.7% | 2 hours 10 minutes |
| Enterprise (where stated in the Order Form) | 99.9% | 43 minutes |
2.2 Plan in force. The customer's plan is the plan stated in its Order Form. If no plan is stated, the Standard plan applies.
2.3 Scope. The commitment applies to the Covered Service as a whole. It does not apply separately to individual features, reports, integrations, data sources, AI-assisted functions, exports or notifications.
2.4 No other commitment. Except as stated in this section 2, Nex makes no commitment about the availability, speed, latency or performance of the services. Any response-time or processing-time figures in Documentation, marketing material or proposals are indicative only.
3. How Availability Is Measured
3.1 Measurement. Availability is measured by Nex's own monitoring systems, which test the Covered Service at regular intervals from more than one location. Nex's monitoring records are the sole basis for calculating the Monthly Uptime Percentage, unless the customer shows by clear evidence that they are materially wrong.
3.2 Customer-side tools. Results from the customer's own monitoring tools, browser tests or third-party status services may be submitted as supporting evidence but do not, on their own, establish Downtime.
3.3 Excluded Events. Downtime does not include any Unavailability caused by or resulting from:
- (a) scheduled maintenance notified under section 9, and emergency maintenance needed to address a security vulnerability or prevent imminent harm;
- (b) the acts or omissions of the customer, its users or contractors, including misconfiguration, misuse, exceeding usage limits or rate limits, or use contrary to the Documentation or the Acceptable Use Policy;
- (c) the customer's or its users' equipment, software, browsers, networks, internet access, VPNs, firewalls or integrations;
- (d) suspension of the services under the Terms, including for non-payment, security risk or breach;
- (e) failures of the public internet, domain name systems or telecommunications networks outside Nex's control;
- (f) unavailability, delay or error of third-party data sources, official registers, sanctions authorities, open sources or third-party services that Nex does not control;
- (g) denial-of-service attacks, malicious traffic or other attacks, where Nex has taken commercially reasonable protective measures;
- (h) force majeure events under the Terms, including outages of a cloud hosting provider's region;
- (i) features labelled beta, preview or experimental, and any free tools;
- (j) instructions from a competent authority or a requirement of law; and
- (k) any period in which the customer has not paid undisputed fees when due.
3.4 Partial periods. Where a Covered Service starts or ends part-way through a month, the Monthly Uptime Percentage is calculated for the days on which it was provided.
4. Service Credits
4.1 Credit levels. If the Monthly Uptime Percentage for a Covered Service falls below the commitment for the customer's plan, the customer is eligible for a Service Credit as follows:
| Shortfall below commitment | Service Credit (% of Monthly Fee) |
|---|---|
| Up to 0.5 percentage points | 5% |
| More than 0.5 and up to 1.5 percentage points | 10% |
| More than 1.5 and up to 3 percentage points | 15% |
| More than 3 percentage points | 25% |
4.2 Example. A Standard plan customer with a Monthly Uptime Percentage of 98.7% is 0.8 percentage points below the 99.5% commitment and is eligible for a 10% Service Credit.
4.3 Cap. The total Service Credits for any month may not exceed twenty-five percent (25%) of the Monthly Fee for the affected Covered Service.
4.4 Form of credit. Service Credits are applied against the next invoice or invoices for the same Covered Service. They have no cash value, are not refundable, cannot be transferred or applied to other accounts, and lapse if not used by the end of the subscription term, as provided in section 10 of the Refund and Cancellation Policy.
4.5 Sole remedy. Under Terms 15.4, Service Credits are the customer's sole and exclusive remedy for any failure to meet the availability commitment or any other service level in this Policy. Service Credits count toward, and are subject to, the limitation of liability in the Terms.
4.6 Repeated failure. Only where the customer's Order Form expressly grants this right, if the Monthly Uptime Percentage for the Enterprise plan falls below 99.0% in any three (3) consecutive months, the customer may, as its only additional remedy, terminate the affected Covered Service by written notice within thirty (30) days after the third month. Nex will then refund prepaid fees for the unexpired part of the term after the termination date under ground (a) of section 5 of the Refund & Cancellation Policy, and that refund is the only payment due.
4.7 No credit while in breach. No Service Credit is available for any month in which the customer was in breach of the Terms or had undisputed fees overdue.
5. Claiming Service Credits
5.1 Claim required. Service Credits are not applied automatically. To receive one, the customer must submit a claim in writing to support@nex.systems within thirty (30) days after the end of the month in which the Downtime occurred.
5.2 Content of the claim. The claim must include:
- (a) the customer's legal name and account identifier;
- (b) the Covered Service affected;
- (c) the dates, start and end times (with time zone) of each period of Downtime claimed;
- (d) the support ticket numbers under which the Incidents were reported; and
- (e) any logs, error messages or screenshots that support the claim.
5.3 Reporting during the Incident. Downtime is eligible for a Service Credit only if the customer reported the Incident through a support channel in section 6 while it was occurring, or within twenty-four (24) hours after it ended, unless the Downtime was shown on the Nex status page.
5.4 Assessment. Nex will review the claim against its monitoring records and notify the customer of its decision, normally within thirty (30) days. If the claim is approved, the Service Credit will appear on the next invoice.
5.5 Late or incomplete claims. A claim that is late or that does not include the information in section 5.2 is not eligible for a Service Credit.
6. Support Channels, Hours and Language
6.1 Support plans. Support is included in every paid subscription at the level of the customer's plan:
| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| Channels | Email and in-app ticket | Email, in-app ticket | Email, in-app ticket, and a named escalation contact |
| Support Hours | 9:00 to 18:00, Business Days | 8:00 to 20:00, Business Days | 24 hours, 7 days for Severity 1; Business Days for others |
| Knowledge base and Documentation | Yes | Yes | Yes |
| Onboarding session | Self-service | One remote session | As stated in the Order Form |
| Service reviews | No | On request, annually | Quarterly, if stated in the Order Form |
6.2 Time zone. Support Hours are stated in the time zone given in the Order Form or, if none is given, US Eastern Time.
6.3 How to contact support. Incidents must be reported by in-app ticket or by email to support@nex.systems from an authorised user's registered email address. Severity 1 Incidents must be reported by ticket or email marked "Severity 1" and, for Enterprise customers, also notified to the named escalation contact.
6.4 Language. Support is provided in English. Nex may, at its discretion, provide support in other languages.
6.5 Authorised contacts. The customer may designate up to the number of support contacts stated in its plan (Standard: 2; Professional: 5; Enterprise: as stated in the Order Form). Nex may decline to act on instructions from persons who are not authorised contacts.
6.6 What support covers. Support covers questions about the use of the services as described in the Documentation, and the diagnosis and correction of reproducible defects in the services.
6.7 What support does not cover. Support does not include:
- (a) compliance, legal or regulatory advice, or advice on how to treat a particular match, customer or transaction;
- (b) reviewing alerts, investigating matches, or making decisions for the customer;
- (c) preparing or filing any report to a regulator or financial intelligence unit, which Nex never does for customers;
- (d) the customer's own systems, data quality, integrations or third-party software;
- (e) custom development, configuration work beyond normal settings, data migration or training beyond the plan; or
- (f) problems caused by use contrary to the Documentation or the Acceptable Use Policy.
Any such work may be offered as professional services under a separate Order Form.
7. Severity Levels and Response Targets
7.1 Severity levels. Nex will assign each Incident a Severity level, acting reasonably and taking into account the customer's view:
| Severity | Description |
|---|---|
| Severity 1 (Critical) | The Covered Service is Unavailable, or a core function (screening, monitoring or case management) cannot be used by any user, with no workaround. |
| Severity 2 (High) | A core function is materially impaired for many users, or a key integration or API endpoint is failing, and no reasonable workaround exists. |
| Severity 3 (Medium) | A non-core function is impaired, or a core function is impaired but a reasonable workaround exists. |
| Severity 4 (Low) | General questions, how-to requests, cosmetic issues, documentation errors or feature requests. |
7.2 Response targets. Nex will aim to give a First Response within the following times, measured within Support Hours (except Enterprise Severity 1, which is measured around the clock):
| Severity | Standard | Professional | Enterprise |
|---|---|---|---|
| Severity 1 | 4 hours | 2 hours | 1 hour |
| Severity 2 | 8 hours | 4 hours | 2 hours |
| Severity 3 | 2 Business Days | 1 Business Day | 1 Business Day |
| Severity 4 | 5 Business Days | 3 Business Days | 2 Business Days |
7.3 Work on Incidents. After the First Response, Nex will work on Severity 1 Incidents continuously during Support Hours (around the clock for Enterprise) until the Covered Service is restored or a workaround is provided, and on other Incidents with reasonable diligence in order of Severity.
7.4 Targets, not guarantees. Response times are targets. Nex does not guarantee resolution within any period, because resolution depends on the nature of the Incident. A missed response target does not give rise to a Service Credit, refund or other remedy, unless the Order Form expressly says so.
7.5 Reclassification. Nex may change the Severity of an Incident if the facts show a different impact, or once a workaround is provided. Incidents caused by Excluded Events are handled with reasonable efforts and without response targets.
7.6 Escalation. If the customer is not satisfied with the handling of an Incident, it may ask for escalation by replying to the ticket with "Escalate". The request will be reviewed by a support manager, and Enterprise customers may also escalate to their named escalation contact.
8. Customer Responsibilities
8.1 To receive support and to be eligible for Service Credits, the customer must:
- (a) report Incidents promptly through the channels in section 6, with a clear description, steps to reproduce, affected users, time of occurrence, error messages and screenshots;
- (b) assign a reasonable Severity and make knowledgeable staff available to work with Nex, including outside Business Days for Severity 1 Incidents it wishes to be worked around the clock;
- (c) apply workarounds, configuration changes and instructions that Nex reasonably provides;
- (d) keep its integrations, API clients, browsers and systems up to date and within the supported versions in the Documentation;
- (e) keep user accounts, credentials, API keys and multi-factor authentication secure, and tell Nex at once of any suspected compromise at security@nex.systems;
- (f) keep its authorised contacts and notification email addresses current; and
- (g) maintain its own business continuity arrangements, including a documented fallback process for screening if the services are unavailable.
8.2 Nex is not responsible for any failure to meet a target in this Policy to the extent it is caused by the customer's failure to meet these responsibilities.
9. Maintenance and Changes
9.1 Scheduled maintenance. Nex will aim to carry out scheduled maintenance outside the normal business hours of the hosting region and to give at least seventy-two (72) hours' notice of maintenance expected to make a Covered Service Unavailable. Scheduled maintenance that makes the services Unavailable will not, in total, normally exceed eight (8) hours in any calendar month.
9.2 Emergency maintenance. Nex may carry out emergency maintenance at any time, with as much notice as is reasonably possible, to fix a security vulnerability, protect the services or data, or comply with law. Emergency maintenance is an Excluded Event.
9.3 Updates. Nex continuously improves the services and may add, change or remove features, provided that a change does not materially reduce the overall functionality of the Covered Service during the subscription term. Nex will give reasonable advance notice of a material change that removes a core function.
9.4 API versions. Nex will give at least ninety (90) days' notice before retiring a production API version, except where a shorter period is needed for security or legal reasons.
9.5 Notice method. Maintenance and change notices are given on the status page, in the application or by email to the customer's notification contacts.
10. Incident Communication
10.1 Status page. Nex publishes the current status of the services, scheduled maintenance and active Incidents on its status page. Customers may subscribe to status updates.
10.2 Updates during a Severity 1 Incident. During a Severity 1 Incident, Nex will aim to post an update at least every sixty (60) minutes until the Covered Service is restored.
10.3 Incident summary. For a Severity 1 Incident that caused Downtime of more than one (1) hour, Nex will, on request, provide a written summary within ten (10) Business Days of restoration, describing the cause, the impact and the steps taken to prevent recurrence. The summary is Nex Confidential Information.
10.4 Security incidents. Personal data breaches and security incidents are handled under the Data Processing Agreement and the Privacy Notice, which take precedence over this section.
11. Data Source Updates
11.1 Sources. Nex collects sanctions and watchlist data through its own collection systems from official publishing authorities, collects politically exposed persons data from open sources, including public knowledge bases, and filters adverse-media results with AI-assisted tools.
11.2 Update targets. Nex aims to reflect changes to the official sanctions lists it covers within the following times after the publishing authority makes the change available in a machine-readable form:
| Data type | Target |
|---|---|
| Major sanctions lists (for example, UN, US OFAC, EU, UK) | Within 24 hours |
| Other official sanctions and watchlists | Within 72 hours |
| PEP and open-source data | Periodic refresh, as described in the Documentation |
| Adverse media | Continuous collection; results depend on publication and indexing by third parties |
11.3 Targets only. These are targets, not guarantees. They depend on the format, timing and accessibility of publications by third parties, which Nex does not control. A missed target is not Downtime, does not give rise to a Service Credit or refund, and is not a breach of the Terms.
11.4 No warranty of completeness. Nex does not warrant that any list, register or source is complete, accurate or current, or that every relevant person or entity will be identified. Customers should use the services as one part of a risk-based compliance programme and, where required, check results against the official publication.
11.5 Source changes. Nex may add, replace or remove data sources. Where Nex removes a major official sanctions list from coverage, it will give customers reasonable notice.
12. General Terms and Contact
12.1 Sole remedies. The remedies in this Policy are the customer's sole and exclusive remedies for any failure of the services to meet a service level or support target. Nothing in this Policy extends Nex's liability beyond the limits in the Terms.
12.2 Good faith. Nex may refuse a Service Credit where it reasonably believes a claim or Incident report was made in bad faith or that Downtime was caused deliberately.
12.3 Changes. Nex may update this Policy by publishing a revised version at nex.systems/legal. Changes will not materially reduce the availability commitment or Service Credit levels for a customer during its current subscription term.
12.4 Governing law. This Policy is governed by the law and dispute resolution provisions that govern the Terms.
12.5 Contact.
| Purpose | Contact |
|---|---|
| Incidents and support | support@nex.systems or in-app ticket |
| Service Credit claims | support@nex.systems |
| Security concerns | security@nex.systems |
| Contractual notices | legal@nex.systems |
Nex Global LLC, trading as Nex Systems, Wyoming, United States.
Common questions
Short answers for orientation. The document above governs if anything differs.
A Monthly Uptime Percentage of 99.5% on the Standard plan, 99.7% on Professional and 99.9% on Enterprise where stated in the Order Form. If no plan is stated, Standard applies, and the commitment covers the service as a whole rather than individual features (see Section 2).