Product description and SLA
Version: March 2025
1. Product Description
1.1 Overview of the GLBNXT AI Platform
The GLBNXT AI platform is an advanced, cloud-based solution that supports organizations in various applications such as data analysis, process automation, and predictive modeling. Due to its modular and scalable architecture, the platform can be seamlessly integrated into existing workflows and enterprise systems. This enables organizations to operate more efficiently and make data-driven decisions without requiring extensive modifications to their IT infrastructure.
1.2 Functionalities and Technological Foundations
The GLBNXT AI platform is designed to process complex data streams efficiently and intelligently. By leveraging advanced artificial intelligence, it detects patterns, correlations, and anomalies, allowing organizations to derive valuable insights from both structured and unstructured data. The platform integrates adaptive learning processes, ensuring that model performance continuously improves, making analyses increasingly accurate and relevant.
In addition, the platform provides a dynamic user interface where dashboards and reports are available in real-time. This allows users to intuitively access key insights and trends. If Natural Language Processing (NLP) is integrated, the platform can also analyze and interpret textual data, such as customer feedback and market research.
The GLBNXT AI platform employs various technological principles that enhance the reliability, scalability, and security of the system. The architecture supports distributed data processing, enabling the platform to handle large volumes of data in parallel processes. Machine learning methodologies are applied to develop and iteratively refine predictive models. Additionally, techniques such as neural networks, statistical modeling, and pattern recognition are used to conduct complex analyses and support decision-making.
To ensure compliance with applicable European laws and regulations, GLBNXT enforces strict compliance procedures regarding data processing, security, and transparency. This means that all development and operational processes adhere to the General Data Protection Regulation (GDPR), the NIS2 Directive, and relevant sectoral regulations within the European Union.
1.3 Hosting and Security
GLBNXT is fully committed to the highest standards of security, reliability, and regulatory compliance. The AI platform is hosted in a cloud environment that meets the requirements of the GDPR and the European regulations on network and information security (NIS2 Directive). This ensures that all data is processed and stored within the European Economic Area (EEA) and that no data transfers to third countries occur without an adequate level of protection, in accordance with Articles 45 or 46 of the GDPR.
The platform employs robust access controls, extensive monitoring, and advanced detection mechanisms to minimize security risks. To guarantee service continuity, the GLBNXT AI platform is equipped with an infrastructure that supports a minimum uptime of 98.9%. This is achieved through a combination of automated failover mechanisms, geographically distributed redundancy, and continuous performance testing. In the event of a disruption, real-time detection and rapid recovery procedures ensure that the impact on users is minimized.
GLBNXT conducts regular security audits and risk assessments to ensure that all operational processes comply with European cybersecurity standards. The platform incorporates redundant storage strategies and automated backups to maintain the integrity and availability of data.
1.4 Data & Privacy
GLBNXT fully complies with the General Data Protection Regulation (GDPR) and related Euro-pean legislation, such as the ePrivacy Directive and sectoral regulations regarding data processing. The customer retains ownership of all entered and processed data at all times. GLBNXT acts as a data processor as defined in Article 4(8) of the GDPR, while the Customer typically assumes the role of data controller.
All personal data is exclusively stored and processed within the EEA. GLBNXT implements strict access controls and employs encryption at rest and in transit to meet the security requirements set forth in Article 32 of the GDPR. Additionally, appropriate technical and organizational measures are taken to safeguard the confidentiality, integrity, and availability of data.
In the event of a security incident or data breach, GLBNXT follows the notification obligations outlined in Articles 33 and 34 of the GDPR. The Customer will be informed within 72 hours, including details about the nature and impact of the incident, as well as the measures taken to mitigate its consequences.
2. Service Level Agreement (SLA)
2.1 Support and Service Levels
Support for the GLBNXT AI platform is tailored to the needs of the Customer and includes multiple channels to provide fast and effective assistance. During business hours, in accordance with the CET (Central European Time) time zone, support is available via email and live chat. If necessary, telephone support can be requested. For users who prefer self-service options, a 24/7 self-service portal is available with extensive documentation and guides.
2.2 Incident Management and Recovery Priorities
The GLBNXT AI platform may experience service interruptions or temporary disruptions. De-pending on the impact and urgency of an issue, different priorities are assigned to ensure an efficient resolution process.
Disruptions with a significant impact on the platform’s functionality are treated with the highest priority and receive immediate attention from the support team. Situations where a function is partially available or underperforming are analyzed and addressed based on the extent to which users are affected. Minor disruptions or enhancement requests are incorporated into the platform’s regular development cycle.
GLBNXT aims to resolve disruptions as quickly as possible and continuously inform users about the status and progress of the recovery process. If users have questions or reports, they can contact the support team to ensure that the reported issue is assigned the appropriate priority.
2.3 Updates & Maintenance
GLBNXT performs periodic updates and maintenance tasks to ensure the performance, stability, and security of the AI platform. These updates range from minor improvements and bug fixes to major functional expansions and architectural changes.
Security updates are deployed without prior notification to comply with the requirements of the GDPR and the NIS2 Directive. Functional updates and improvements are announced at least 15 days in advance, allowing customers to prepare accordingly. If an update involves a significant functional change, GLBNXT will provide documentation and support to facilitate a smooth transition.
Periodic maintenance is carried out with minimal impact on service availability, and customers are notified in advance. In exceptional cases, such as critical security vulnerabilities, emergency maintenance may be required, during which GLBNXT will make every effort to minimize disruptions as much as possible.
