iOne Helpdesk

1. Purpose of the Platform

The Platform is provided for receiving, tracking, assigning, resolving, and auditing technical support tickets and related communications between clients and authorized support personnel.

2. Eligibility and Account Responsibility

• You must be an authorized user account provisioned by system administrators.
• You are responsible for safeguarding your credentials and all actions under your account.
• You must promptly report suspected account compromise to support@ioneresources.net.

3. Acceptable Use

• Use the Platform only for legitimate service support and operational coordination.
• Do not upload malicious code, unlawful content, or content that violates third-party rights.
• Do not attempt unauthorized access, privilege escalation, data scraping, or service disruption.
• Do not submit information you are not authorized to disclose.

4. Ticket Content and Attachments

You retain responsibility for the accuracy, legality, and appropriateness of ticket details and attachments. You grant iOne Resources Inc. and authorized support personnel a limited right to process this content strictly for ticket handling, security, compliance, and audit purposes.

5. Roles and Access Control

Access is role-based (including client and support console roles). Your ability to view, update, or administer tickets and accounts depends on your assigned role and organization policy.

6. Service Availability

The Platform is provided on an "as available" basis. Maintenance, upgrades, and security controls may temporarily affect availability. Response and resolution times are operational targets, not guarantees.

7. Security and Monitoring

Platform activity may be logged for security, abuse prevention, compliance, and incident response. Unauthorized activity may result in suspension, termination, and referral under applicable law.

8. Data Protection

Personal data processing is governed by the Privacy Notice and Consent. By using the Platform, you acknowledge that privacy-related terms apply together with these Terms.

9. Suspension and Termination

iOne Resources Inc. may restrict or terminate access for policy violations, security risks, legal requirements, or operational necessity.

10. Changes to Terms

Terms may be updated periodically. Material updates may require renewed acceptance before continued use.

11. Governing Law

These Terms are governed by the laws of Republic of the Philippines, without prejudice to applicable mandatory rights.

12. Contact

For Terms-related questions, contact: support@ioneresources.net.

1. Personal Data We Process

• Account data: name, email, phone, department, role, and account status.
• Ticket data: subject, description, category, priority, status, ratings, and comments.
• Contact/location data submitted in tickets: name, contact number, email, province, municipality/city.
• Support communications: ticket replies, internal handling notes, and related metadata.
• Attachments: files uploaded with tickets and replies.
• System/security data: timestamps, session and activity logs, consent records, IP address, and user agent.

2. Purposes of Processing

• Ticket intake, triage, assignment, support response, and resolution.
• User authentication, role-based access, and account administration.
• Service notifications and operational alerts.
• Audit, quality assurance, compliance, and security monitoring.
• Business continuity, dispute handling, and legal compliance.

3. Legal Bases

Depending on context, processing is based on legitimate interests, contract/performance of service obligations, legal compliance, and consent (including explicit user acknowledgments in this Platform).

4. Data Sharing

• Authorized support personnel and administrators under role-based controls.
• Authorized service providers supporting platform infrastructure and communications.
• Regulators, law enforcement, or courts when legally required.

5. Data Retention

Ticket and related account records are retained for 3 years from ticket closure unless a longer period is required by law or a valid legal hold.

6. Data Subject Rights

Subject to applicable law and operational constraints, you may request access, correction, deletion, objection, restriction, and portability, and may withdraw consent where consent is the basis of processing.

7. Security Measures

The Platform applies access control, authentication, logging, and other technical/organizational safeguards to reduce unauthorized access, disclosure, alteration, and loss.

8. Contact and Complaints

• Data Privacy Contact: privacy@ioneresources.net
• Support Contact: support@ioneresources.net
• Address: Pasig City, Metro Manila, Philippines

9. Consent Statement

By accepting this Privacy Notice in the Platform, you confirm that you understand how your personal data is processed for helpdesk operations and related compliance/security purposes.