1. Introduction & Acceptance
These terms and conditions govern the use of the IT Management System (ITMS), including the Ticketing System and any Resource Booking Systems provided by the IT Department. By using these systems, you, as an employee of MGM FCC and BW Corporation, agree to comply with these terms. These systems are provided for official business use only.
2. Ticketing System Policy
- Accurate Information: Employees must provide accurate, complete, and clear information when submitting a support ticket to ensure timely and effective resolution.
- Service Level Agreement (SLA): The IT Department will address tickets based on their priority and impact on business operations. While we strive to resolve issues promptly, response times are not guaranteed. Critical system-wide failures will take precedence over individual requests.
- User Cooperation: Employees are expected to cooperate with IT staff during the troubleshooting and resolution process. This includes providing additional information and performing requested actions. Failure to cooperate may result in delays or the inability to resolve the issue. The IT Department reserves the right to close the ticket or cease further response if the user is uncooperative or unwilling to assist in the resolution process, to give way to other pending tasks and priorities of the IT Department.
- Prohibited Use: Submitting frivolous tickets, spamming the system, or using inappropriate or abusive language is strictly prohibited.
3. Resource Booking System Policy
- Fair Use: All bookable IT resources (e.g., meeting rooms, projectors, loaner equipment) are subject to a fair use policy. Bookings should only be made for the required duration and for official business purposes.
- Responsibility: The employee who books a resource is responsible for its proper use and care. Any damage or technical issues must be reported immediately via the Ticketing System.
- Cancellations: If a booked resource is no longer needed, the booking must be cancelled in a timely manner to make it available to other employees.
- Management Rights: The IT Department reserves the right to cancel or reschedule bookings to accommodate high-priority business needs or resolve scheduling conflicts.
4. Data Privacy and Security
- Data Collection: The ITMS collects personal data, such as your name, department, and request details, solely for the purpose of providing IT support and managing resources.
- Confidentiality: Do not include highly sensitive personal or financial information in tickets unless explicitly requested by IT staff through a secure channel. The IT Department will handle all information submitted with professional discretion and in accordance with company privacy policies.
- Account Security: Employees are responsible for the security of their ITMS account credentials and must not share them with others.
5. Amendments
The IT Department reserves the right to amend these terms and conditions at any time. Continued use of the ITMS following any changes constitutes acceptance of the new terms.