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Privacy Policy

Last updated: 25 July 2024

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Level3 AI Pte Ltd, together with our affiliates (“Level3”, “we”, “us”, or “our”), provides customer engagement solutions through an online platform, including through artificial intelligence customer engagement ‘chatbots’ (collectively, the “Services”).

This document (“Privacy Policy”) sets out the basis on which we may collect, store, use, transfer, disclose, protect or otherwise process your personal data in accordance with Singapore’s Personal Data Protection Act 2012 (“PDPA”), and how you may access your personal data and correct it. This Privacy Policy applies to personal data in our possession or under our control. It does ‎not impose any limits on the collection, use or disclosure of information or data that is not personal data under local laws, which may include business contact information and certain publicly-available information.‎

This Privacy Policy applies to personal data collected through the Services, our website (https://www.lv3.ai/), any other website that links to this Privacy Policy, and any other interactions (e.g., customer service and other communications) that you may have with us.

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DEFINITIONS

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1. The following terms shall have the meaning ascribed to them unless the context requires otherwise:

 

An “Authorised Representative” means an individual or legal entity who accesses the Services as, or on behalf of, a Customer, including Customer personnel.


A “Customer” means an individual or company who (a) has contacted us through any means to find out more about any Services we provide, or (b) may, or has, entered into a contract with us for the supply of any services by us.


A “Customer End User” means an individual whose information Level3 receives from a Customer, or otherwise processes on a Customer’s behalf, in connection with the Services.


Personal Data” means data, whether true or not, about you, which can be identified: (a) from that data; or (b) from that data and other information to which we have or are likely to have access.


A “Site Visitor” means an individual who visits our Site outside the context of a Customers’ use of the Services.

 

2. Any other terms not defined shall have the meanings given to them in the PDPA (where the context so permits).

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PERSONAL DATA

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3. The following are examples of the type of Personal Data that we may collect from you depending on your relationship with Level3:
 

(a) as a Customer, we may collect data such as the Customer’s employees email, name, product or service description, company introduction, and user activities on any Level3 product such as the time stamp of the last login; or

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(b) as a Customer End User, we may collect data such as your full name, email, user behavior and activities tracked by the Customer, and any other information submitted by you to the Customer to the extent that (i) the Customer can validly give consent to the collection, use and disclosure of your personal data or (ii) you have consented or have deemed to have consented to the disclosure of your personal data by the Customer.

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4. Level3 processes the Personal Data of Customer End Users under the instructions of the relevant Customer. If you are a Customer End User and you have questions about how your information is collected and processed through the Services, please contact the organisation (the Customer) who has provided your information to us for more information.

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COLLECTION, STORAGE, USE AND DISCLOSURE OF PERSONAL DATA

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5. We may collect and use your Personal Data for any or all of the following purposes:

 

(a) providing and maintaining our Services, websites and platforms;

(b) performing obligations in the course of or in connection with the provision of Services;

(c) processing payment from you in consideration of the receipt of the Services and issuing receipts;

(d) responding to, handling, and processing queries, requests, complaints, and feedback from you;

(e) contacting you to let you know about products and Services that we believe may be of interest to you, new features and how they may benefit you, solicit your feedback, or keep you up to date with what’s going on with us and our Services and/or products, to promote and market ourselves, our Services, and our websites;

(f) complying with any applicable laws, regulations, codes of practice, guidelines, or rules, or to assist in law enforcement and investigations conducted by any governmental and/or regulatory authority;

(g) investigating incidents of potential or suspected breaches of agreed terms or applicable laws;

(h) any other purposes for which you have provided the information;

(i) transmitting to any unaffiliated third parties including our third party service providers and agents, and relevant governmental and/or regulatory authorities, whether in Singapore or abroad, for the aforementioned purposes; and

(j) any other incidental business purposes related to or in connection with the above, including as required or requested by your Authorised Representative.

 

6. We may disclose your Personal Data:

 

(a) where such disclosure is required for performing obligations in the course of or in connection with our provision of the Services requested by you or your Authorised Representative;

(b) with your consent, in any other circumstances that is reasonable;

(c) with our affiliated and group companies, subject to this Privacy Policy;

(d) with our partners, suppliers, service providers, sub-contractors, and other trusted third parties we use to provide the Services to you and operate our business, such as data centres, web hosts, cloud storage and cloud software providers;

(e) to comply with any court order, law, or legal process, including responding to any government or regulatory request; and

(f) for the improvement of our Services, to develop new technologies relevant to our customers and to build our business, provided that the data is anonymized or pseudonymized to protect your personal identity.

 

7. Your Personal Data may be stored in servers, systems or devices owned, operated or managed by us, a relevant third party or any third party service provider engaged by us or a relevant third party, or on your device, and may be used by us (or our third party service providers) to facilitate your use of the Services.

WITHDRAWING YOUR CONSENT

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8. The consent that you provide for the collection, use and disclosure of your Personal Data will remain valid until such time it is being withdrawn by you in writing. You may withdraw consent and request us to stop collecting, using and/or disclosing your Personal Data for any or all of the purposes listed above by submitting your request in writing or via email to our Data Protection Officer at the contact details provided below.

9. Upon receipt of your written request to withdraw your consent, we may require reasonable time (depending on the complexity of the request and its impact on our relationship with you) for your request to be processed and for us to notify you of the consequences of us acceding to the same, including any legal consequences which may affect your rights and liabilities to us. In general, we shall seek to process your request within fifteen (15) business days of receiving it.

10. Whilst we respect your decision to withdraw your consent, please note that depending on the nature and scope of your request, we may not be in a position to continue providing our Services to you and we shall, in such circumstances, notify you of the consequences of your withdrawal before completing the processing of your request. Should you decide to cancel your withdrawal of consent, please inform us in writing in the manner described in this Privacy Policy.

11. Please note that withdrawing consent does not affect our right to continue to collect, use and disclose Personal Data where such collection, use and disclose without consent is permitted or required under applicable laws. Withdrawal also does not require us to delete or destroy your personal data upon request so long as it is retained in accordance with applicable laws.
 

ACCESS TO AND CORRECTION OF PERSONAL DATA

12. If you wish to make (a) an access request for access to a copy of the Personal Data which we hold about you or information about the ways in which we use or disclose your Personal Data, or (b) a correction request to correct or update any of your Personal Data which we hold about you, you may submit your request in writing or via email to our Data Protection Officer at the contact details provided below.

13. We will respond to your request as soon as reasonably possible. In general, our response will be within fifteen (15) business days. Should we not be able to respond to your request within thirty (30) days after receiving your request, we will inform you in writing within thirty (30) days of the time by which we will be able to respond to your request. If we are unable to provide you with any Personal Data or to make a correction requested by you, we shall generally inform you of the reasons why we are unable to do so (except where we are not required to do so under the PDPA).
 

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PROTECTION OF PERSONAL DATA

14. To safeguard your Personal Data from unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks, we have introduced appropriate administrative, physical and technical measures such as minimised collection of Personal Data, encryption of data, up-to-date antivirus protection, regular patching of operating system and other software, web security measures against risks, and security review and testing performed regularly.


15. You should be aware, however, that no method of transmission over the Internet or method of electronic storage is completely secure. While security cannot be guaranteed, we strive to protect the security of your information and are constantly reviewing and enhancing our information security measures.

 

ACCURACY OF PERSONAL DATA

16. We generally rely on Personal Data provided by you (or your Authorised Representative). In order to ensure that your Personal Data is current, complete and accurate, please update us if there are changes to your Personal Data by informing our Data Protection Officer in writing or via email at the contact details provided below.

RETENTION OF PERSONAL DATA

17. We may retain your Personal Data for no longer than necessary for the purposes for which it is processed. The length of time for which we retain Personal Data depends on the purposes for which we collect and use it and/or as required to comply with applicable laws. You may withdraw your consent to the use and disclosure of Personal Data by us with reasonable notice; however, doing so may prevent proper use of our Services.

18. We will cease to retain your Personal Data, or remove the means by which the data can be associated with you, as soon as it is reasonable to assume that such retention no longer serves the purpose for which the Personal Data was collected, and is no longer necessary for legal or business purposes.

TRANSFERS OF PERSONAL DATA OUTSIDE OF SINGAPORE

19. We generally do not transfer your Personal Data to countries outside of Singapore. However, if we do so, we will obtain your consent for the transfer to be made and we will take steps to ensure that your Personal Data continues to receive a standard of protection that is at least comparable to that provided under the PDPA.

DATA PROTECTION OFFICER

20. You may contact our Data Protection Officer if you have any enquiries or feedback on our Personal Data protection policies and procedures, or if you wish to make any request, in the following manner:

 

Email Address: contact@lv3.ai 
Attn: Data Protection Officer

 

EFFECT OF NOTICE AND CHANGES TO NOTICE

21. This Privacy Policy applies in conjunction with any other notices, contractual clauses and consent clauses that apply in relation to the collection, use and disclosure of your Personal Data by us.

22. We may revise this Privacy Policy from time to time without any prior notice. You may determine if any such revision has taken place by referring to the date on which this Privacy Policy was last updated. Your continued use of our Services, websites and platforms constitutes your acknowledgement and acceptance of such changes.​

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