1. INTRODUCTION AND AGREEMENT
DESCRIPTION & PURPOSE
1.1 This service is referred to as the PACE Customer Online Service, and is provided for the public as a convenient point of contact to enquire on any product e.g programmes/courses etc., offered by the PACE Academy of the Singapore Polytechnic.
1.2 This service consists of two components namely (a) an online web chat service and (b) an offline messaging service.
"Singapore Polytechnic" (SP) is one of the institutions of higher learning in Singapore under the Ministry of Education.
"PACE Academy" (PACE) refers to the department under the Singapore Polytechnic which offers programmes and courses to professionals and working adults as part of continuing education.
"Customer Service" (CS) refers to the team under PACE whose primary responsibility is to provide customer support services.
"Zopim", a company of "Zendesk", refers to the vendor which is providing and maintaining this service, and with whom PACE is a subscriber - www.zopim.com.
"Online Web Chat" refers to the online service which the public may engage a PACE CS staff via a widget found on PACE website on general enquiries using live chat, and is only available on certain days and timings.
"Offline Messaging" refers to the online servicewhich the public may leave PACE a message on their general enquiry for a reply during periods when the Online Web Chat is not operating.
"Public" refers to any prospective customer to PACE. Effectively, this excludes persons from the media, government, legal and other interest groups etc. who may have enquiries arising from their respective professional standings/dealings.
"Users" refers to anyone from the public who engages PACE using this service.
SCOPE & AGREEMENT
1.3 This service is intended as a direct customer communication channel between the PACE and the public. The CS team will be managing this service on behalf of PACE.
1.5 The public (as users) are invited to use this service without any charge. However, all rights concerning this service are wholly reserved and can only be exercised by PACE.
1.6 PACE may amend, update, delete and/or replace any condition in this document, as and when it deems appropriate, with or without notice.
ELIGIBILITY OF USE
1.7 In order to ensure fair and productive use of this service, users should
(a) Be at least 18 years old or the minimum legal age of the user in his/her country.
(b) Be having genuine intention to seek clarification, support and advice on PACE programmes and courses.
1.8 If users are found to have breached any condition(s) stipulated, PACE may excuse or remove itself and/or other users as well as cease and/or block communication with any user who is deemed ineligible or inappropriate, and may pursue the matter further if the content of any communication received is deemed indecent, false, abusive and/or malicious etc, with or without fair warning.
2. ACCEPTABILITY, AVAILABILITY OF USE AND SERVICE COMMITMENT
2.1 This service is meant for communication, between the said parties, relating to first-instance support to address enquiries on PACE programmes and courses only. PACE reserves the right to escalate information to relevant third parties with the intention of resolving the issue(s) raised by the user(s).
2.2 The inclusion of photos, videos and audio with this service is acceptable, which may be used by PACE as reference material. For other documents/services meant for official course administration purposes, please email them to PACE instead.
2.3 As this service is intended to allow our CS team to respond to general enquiries promptly and not for formal requests, so please do not include any personal and identifiable information (e.g. NRIC, FIN, Passport no. or passwords etc.) about yourself. Otherwise, you may write to us officially at email@example.com.
2.4 By using this service, you are also deemed to have given us your consent to include you in our marketing and product promotion efforts.
AVAILABILITY OF USE
2.5 The Online Web Chat service will be available during weekdays, except for Public Holidays or on other days of celebration or special work function as announced by PACE, from (i) 9:00am till 11:30pm and (ii) from 2:30pm till 5:00pm, as resources permit. While Offline Messaging service will be activated whenever the Online Web Chat is not operating. This notwithstanding, PACE may choose to respond beyond these hours, although under no obligation at all.
2.6 PACE shall endeavour to provide an initial response or reply to users in a timely manner; (i) Web Chat = within 15 minutes, 70% of the time during operational hours and (ii) Offline messages = within 1 working day, 70% of the time. However, delays should be expected due to the nature of PACE operations. Users may also engage PACE through other customer channels if necessary.
3.1 Users must observe decorum, decency, professionalism and cordiality when using this service.
3.2 Users shall endeavour to provide accurate, correct and relevant information to PACE at all times, and are expected to be sincere, honest and truthful at all times.
3.3 Users should not use this service for other purposes or harbouring any ill-intent such as perpetrating falsehoods, deception and to commit other immoral, undesirable or criminal acts.
3.4 Users must not abuse any information disclosed and should clarify with PACE, if in doubt.
4. DISCLAIMER AND INDEMNITY
4.1 All communication through this service and parties involved must also comply to the terms of service and fair use set forth by the vendor, if any.
4.2 All communication is inherently recorded by the vendor and not protected by any client privileges, and may be offered for investigation or other official purposes by PACE.
4.3 However, no information or statement from PACE shall be automatically be deemed as official through this service unless explicitly mentioned. PACE reserves the right to embargo/restrict, delete, withdraw, rescind, amend or clarify such information.
4.4 PACE relies on the inherent features of this service including its encryption and operational status/uptime, to ensure that the confidentiality and integrity of information are maintained and accessible. No other information shall be provided to any unauthorised/unrelated third party.
4.5 All users shall also agree that, under no circumstances, PACE or any of its staff shall be held liable for whatsoever claims through the use of this service and damages thereof.
4.6 Users are also obliged to maintain good IT practices e.g. not to use public or unfamiliar WiFi services for this purpose, safeguard against phishing and use protection services (anti-virus/internet security/anti-malware and hacking prevention software etc.) to ensure the confidentiality of all information transmitted.
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