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Terms of Service & System Use Agreement

AI-Assisted Web IT Service Desk for university students, faculty, staff, technicians, and administrators.

Last updated: 3 October 2026

By creating an account, verifying your email, logging in, submitting IT support requests, or accessing any module of ZPGC Services, you agree to comply with and be bound by these Terms of Service and Rules of Use. If you are a student, faculty, or staff member, your use of this platform is also subject to the university’s Acceptable Use Policy for IT resources.

1. Acceptance of Terms

Checking I agree to the Terms of Agreement during signup, or continuing to use the system after login, means you have read, understood, and accepted these terms. If you do not agree, do not create an account or use the service desk.

2. User Eligibility & Account Access

  • Authorized access only. Access is restricted to active students, faculty, staff, and authorized IT technicians and administrators of the university.
  • Authentication. Users must register and sign in with a real, reachable email address. New accounts require email verification and administrator activation before full access is granted.
  • Account responsibility. You must keep your password confidential. Use Forgot Password only for your own account. Any ticket, message, or rating submitted under your account is treated as originating from you.

3. Proper Use & Code of Conduct

When submitting tickets or communicating through the mailbox, you agree to:

  • Accurate information. Provide truthful, precise descriptions of hardware, software, network, account, or related campus IT issues.
  • No abusive content. Do not post offensive, defamatory, or abusive language in ticket subjects, descriptions, or messages with technicians.
  • System integrity. Do not bypass access controls, probe for vulnerabilities, submit spam or duplicate junk tickets, or tamper with the AI ticket classification, priority scoring, or routing features.
  • Sensitive data. Do not place passwords, one-time codes, payment details, or unrelated personal documents in ticket text or mailbox attachments when they are not required for support.

4. Role-Based Access Control (RBAC) & Data Privacy

  • Users. Students, faculty, and staff using the User role may view, monitor, confirm, and manage only their own tickets and related mailbox threads.
  • Technicians & administrators. Technicians and Administrators receive access limited to the functions needed for assignment, resolution, user management, performance review, and system oversight.
  • Data protection. Account details, ticket history, and messages are stored for campus IT support and protected under role-based access. Passwords are stored as secure hashes. Administrative account and ticket changes may be recorded in the Audit security check. Email notifications may be sent when enabled in My Profile; SMS preference is stored for preference only in the current build.

5. Automated AI Classification & Prioritization

  • AI processing. Tickets may be processed with OpenAI language models (or approved keyword fallback when the model is unavailable) to support category labels such as Hardware, Software, Network, Account, and Other, and priority bands Low, Moderate, and Critical based on urgency and impact.
  • Routing assistance. Moderate and Critical tickets may be assigned automatically to an available technician. Low-priority tickets may receive troubleshooting guidance before a technician is requested.
  • Manual overrides. AI output assists efficiency. Administrators and assigned technicians may reclassify, reprioritize, reassign, or otherwise adjust tickets after technical assessment.

6. Service Availability & Performance

  • Response and resolution times depend on priority, queue capacity, and technician availability.
  • Scheduled or emergency maintenance, local server outages, or third-party AI service limits may cause temporary unavailability or delayed classification.
  • Users may be asked to confirm whether an issue is solved. After resolution, optional satisfaction feedback may be collected to improve service quality.

7. Account & Service Modification

Administrators may activate, deactivate, edit, or restrict any account that violates these guidelines, fails verification requirements, or engages in unauthorized activity. The university and ZPGC Services maintainers may update these terms; continued use after an update constitutes acceptance of the revised terms.