Integrated Service Desk Terms of Use

Version: 1.0

Last update: 1 July 2020

1 Introduction

1.1 These are the general terms of use (‘terms’) of the integrated service desk (‘Integrated Service Desk’) operated by NTT GDC Pvt Ltd (‘NTT’, ‘us’ and ‘we’) as part of the delivery of Support and Managed Services. By using the Integrated Service Desk, you (the user of the Integrated Service Desk) agree to these terms.

2 Integrated Service Desk Description

2.1 The Integrated Service Desk is the primary interface and single point of contact between our clients and us for the receiving, recording, co-ordinating and escalating of, incidents, service requests, and communications.

2.2 The Integrated Service Desk’s main objectives are to:

(a) offer immediate help to clients when required;

(b) log and document problems, their frequency, any workarounds and solutions;

(d) produce management reports on user satisfaction and levels of service; and

(e) identify underlying problems.

3 Integrated Service Desk Hours

3.1 You can obtain support from the Integrated Service Desk 24 hours per day, 7 days per week.

4 Communication with the Integrated Service Desk

4.1 The Integrated Service Desk is an omnichannel communications platform and you can communicate with the Integrated Service Desk via any of these communication methods: email, chat, automated chat bot, voice calls and/or self service portal, including third party applications such as Whatsapp, Slack, Microsoft Teams, and others (‘third party applications’). We are not responsible for and make no representations or warranties in relation to the security, privacy practices and content of these third party applications. Your use of such applications is at your own risk.

4.2 When communicating with the Integrated Service Desk, you will be prompted for the following information. Please ensure you have all relevant details ready in order for us to authenticate you:

(a) your organization’s name;

(b) contact name, email and phone;

(d) details of the incident, change, or request;

(e) urgency and impact of the issue (determines request priority); and

(f) reference number (if previously logged).

4.3 If we are unable to authenticate you, you will be prompted to contact us via another communications method.

4.4 Once you have been authenticated and a record has been created, you will be provided with an unique ticket number for tracking progress and making further inquiries.

4.5 The Integrated Service Desk uses various third party services such as ServiceNow, Genesys, Google DialogFlow, Azure and Twilio, and others (‘third party services’). We make no warranties in relation to the availability of these third party services. If any third party service is unavailable, and/or a particular communication method is unavailable, you can still reach us using any of the other available communications methods listed above or contact your account or sales manager.

5 Restrictions

5.1 You may use the Integrated Service Desk, third party applications and third party services only for lawful purposes. You may not use the Integrated Service Desk, third party applications and third party services:

(a) in any way that breaches any applicable local, national or international law or regulation;

(b) in any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect;

(d) to transmit any material or content that is offensive, inappropriate, pornographic, obscene, illegal, or otherwise objectionable to any person or entity;

(e) to violate, or encourage the violation of, the legal rights of others, including infringing or misappropriating the intellectual property rights of others;

(f) to transmit any data, or any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware;

(g) in any way that attempts to bypass or break any security mechanism on the Integrated Service Desk, any third party application or third party services;

(h) to copy, modify, create a derivative work of or reverse-engineering the Integrated Service Desk, third party applications and/or third party services; or

(i) to disable, interfere with or circumvent any aspect of the Integrated Service Desk, third party applications and/or third party services.

6 Breach and your liability

6.1 If you breach any of the terms or breach the terms of any third party applications or third party services, we may block you from using the Integrated Service Desk and take any other steps the law allows or we deem appropriate, without affecting any other rights we may have at law.

6.2 We exclude our liability for all action we may take in response to breaches of these terms.

6.3 You hereby indemnify, and agree to keep indemnified and defend and hold harmless NTT, NTT’s affiliates and our respective officers, directors, employees, agents, successors and assigns against any and all claims, proceedings or actions, including by data subjects and/or regulatory or supervisory authorities) against NTT and direct losses, liabilities, damages, costs (including legal fees on a full indemnity basis, regulatory fines, penalties and administrative costs) and reasonable expenses incurred by NTT arising out of or in connection with any breach of these terms by you.

7 Limits to our liability

7.1 We provide the Integrated Service Desk ‘as is’.

7.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

7.3 We exclude all implied conditions, warranties, representations or other terms that may apply to the Integrated Service Desk. We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with: use of, or inability to use, the Integrated Service Desk or any communication method listed above. In particular, we will not be liable for loss of profits, sales, business, or revenue; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or any indirect or consequential loss or damage.

8 Personal data

We will only use your personal data as set out in our Privacy Statement for NTT Global Delivery Services at https://kita.nttltd.global.ntt.

9 General

9.1 Entire agreement. The terms are the entire agreement between the parties on the subject.

9.2 Changes to terms. We may change these terms at any time. If we do, we will update the ‘Version’ and ‘Last update’ information at the top of these terms. If you do not agree with the changes, you must stop using the Integrated Service Desk or the changed terms will apply to you. We encourage you to regularly review these terms.

9.3 Waiver. We never waive (give up) our rights, even if we allow you any favour or extension of time, or we delay enforcing our rights against you.

9.4 Severability. Any term that is invalid, illegal, or cannot be enforced must be regarded as deleted. The remaining terms continue as intended.

9.5 Transfer of rights. We may transfer our rights and obligations under these terms to another organization. We will always tell you in writing if this.

9.6 Law and jurisdiction. These terms, their subject matter and their formation are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.