How we protect your organization's data and your patients' data
A straightforward explanation, with no fine print, of who decides about the data, what we do to protect it, and what happens if something goes wrong or if you decide to leave.
This English version is provided for convenience. In the event of any discrepancy, the Spanish version and the Legal Documents prevail.
Last updated: October 20, 2026
The essentials in a few seconds
Your data is yours
You decide what is stored and why. We only process it to provide the service, never for our own purposes.
A database just for you
We do not share databases between customers. Your information lives separately, encrypted and backed up every day.
AI does not learn from your data
Models process each message and do not keep it or use it for training.
If you leave, you take everything
We deliver a full copy of your data within 5 business days, at no cost, and then delete it.
Who is who
Colombia's data protection law (Law 1581 of 2012) defines roles. This is how they are shared:
Data Subject
Patient / user
Owns their rights
Controller
Your organization
Decides what data it asks for, why, and under what authorization
Processor
NexToCloud
Runs the technology and processes data only on your instructions
Sub-processors
Providers
Cloud, messaging and AI, bound by the same obligations as us
The data subject authorizes your organization; your organization instructs NexToCloud; NexToCloud subcontracts the providers, under the same obligations.
- Your organization obtains patients' authorizations, defines the purposes, and handles their requests.
- NexToCloud protects the platform, follows your instructions, helps you respond to data subjects, and notifies you if an incident occurs.
- Our providers are published by name in the Sub-processor List. We notify you 15 days in advance before adding one.
Technical controls, one by one
| Control | How we do it | Status |
|---|---|---|
| Customer isolation | A separate database for each organization. | Active |
| Encryption at rest | AES-256 for databases and backups. | Active |
| Encryption in transit | TLS 1.2 or higher; all web traffic over HTTPS. | Active |
| Verified identity | Every request carries a signed identity that determines which database it can reach; no one can choose it. | Active |
| Server-side permissions | Permissions are validated on the server for every operation, not just on screen. | Active |
| No passwords in code | Services connect using managed identities; secrets live in a vault. | Active |
| Logged exports | Downloading patient data requires a specific permission and is logged. | Active |
| 3-layer backups | Restore to any point in the last 7 days, 12-month retention, and a daily copy in another region. | Active |
| Backup alerts | An alert fires if a backup fails or 30 hours pass without a successful one. | Active |
| Team access | Named accounts with two-factor authentication and least privilege. | Active |
| AI without retention | All AI traffic goes through a gateway with zero data retention. | Being enabled |
Artificial intelligence: what it does and what it doesn't
- What it will do (being enabled): confirm, reschedule, and cancel appointments, understand patients' replies, and provide logistical information you approve.
- What it doesn't do: it does not diagnose, prescribe, or give medical advice. For a clinical question or an emergency, it hands off to your team or points to the 123 emergency line.
- Always under your control: you turn it on, approve its messages, and can switch it off at any time. Every conversation is recorded in your database.
- Transparent with the patient: it introduces itself as a virtual assistant, and the patient can ask to speak with a person.
Details in the AI Terms.
The day you decide to leave
Day 0
Termination notice. Your service continues as normal until the effective date.
Within 5 business days
We deliver the full copy of your data in CSV or JSON, at no cost.
Days 1 to 30
Your data remains available in case you need anything else.
Day 30
We delete your active database.
Up to 12 months
Backups are deleted automatically at the end of their cycle; until then they remain encrypted and out of use. On request, we certify the deletion.
Your WhatsApp number is yours. The account and the number are in your organization's name, and we help you move them to another provider.
Your patients' rights
Your patients can access, update, correct, and delete their data, revoke their authorization, and file complaints with the Superintendence of Industry and Commerce (SIC). Your organization responds to these requests; if they reach us, we forward them to you within 2 business days and carry out your instructions within 5 business days. We give you a notice and authorization template ready to adapt.
We only ask for what is needed
Data that is never collected cannot be leaked. The platform does not store medical records, and we recommend recording only the data that appointment management actually needs.
If something happens, you hear it from us
- What counts as an incident: any unauthorized access, loss, or use of your organization's data.
- Timeframe: we notify you within 72 hours of confirming it, with what we know and what we are doing.
- Who notifies whom: we notify you; you decide and communicate with patients and the SIC; we support you throughout.
- Report a vulnerability: privacidad@nextocloud.ai, subject "Security report".
Frequently asked questions
Yes. The Data Processing Agreement is accepted together with the Terms, and if your organization needs it signed, we send it to you for electronic signature.
Each party according to its role. We are responsible for the platform's security and notify you within 72 hours; your organization is responsible for authorizations and for communicating with patients and the authority.
Only authorized staff, with named and logged access, and only when needed for support or to fix a problem.
No. Neither we nor the model providers use it for training.
In Microsoft Azure, in the United States (East US 2), with a backup in Central US.
Yes. Once a year, or whenever an incident occurs, we provide evidence: security questionnaires, a backup report, and the results of the latest restore test.
Access is suspended, but your data is kept intact and service is restored on the business day after payment.
We deliver everything within 5 business days and delete it after 30 days. See the timeline above.
No. The number belongs to your organization, and we help you move it.
No. It is an administrative and operational tool; your organization keeps the medical record in its own system.
Your industry's regulations define that. In healthcare, medical records are kept for the period set by Resolution 839 of 2017; that archive is your organization's responsibility.
We commit to 99.0% monthly availability, with credits if we fall short. See the SLA.
Share this page with your lawyer
Everything here is backed by our legal documents:
This page summarizes our practices and does not constitute legal advice. In the event of any discrepancy, the Legal Documents prevail. NTC CAPITAL HOLDING S.A.S. · NIT 902.096.121-7 · Bogotá D.C., Colombia · privacidad@nextocloud.ai