Terms and conditions of the ePortugal portal chat support

This service is managed by the Agência para a Modernização Administrativa, I.P., hereinafter referred to as "AMA”.

Before using this service, please read its Terms and Conditions carefully. Access to and use of this service by the user is considered a clear sign that these Terms and Conditions have been read, understood and accepted.

These Terms and Conditions may be amended at any time by decision of AMA, provided that such alterations shall take effect from the date of their availability on the ePortugal portal.

Any attempts to alter the information, or any other action that could cause damage and endanger the integrity of the system, are strictly prohibited according to current legislation.

The use of the contents of this service for illegal purposes or any other purpose that may be considered unworthy or abusive is prohibited. The creation or introduction of any type of virus or other code or program containing destructive or harmful properties is also prohibited.

The user of this service is obliged to comply scrupulously with the applicable legislation, in particular with regard to computer crime and intellectual property rights, and shall be solely liable for any breach of these regulations.

All content, including any videos, graphics, texts, images, drawings, music or sounds and any other information is the property of AMA, or has been included with the permission of the entities that legitimately hold the copyright on them.

The protection of copyright and industrial property rights over the contents present on the service extends to all copies of part or all of the information contained therein.

The service results from the interaction with the ePortugal portal's virtual assistant. It is made available to the citizen whenever the virtual assistant does not understand the information request or is unable to follow up on it.

Two channels are made available to continue the conversation, through:

• Live chat: which maintains the conversation via chat with a Contact Centre assistant
• Phone call: a telephone contact request is sent to the Contact Centre.

The conversation is recorded for monitoring and quality control purposes, as well as improving the service provided.

The conversation is kept for the duration of:

• Live chat: 1 month
• Phone call: 3 years.

AMA respects your right to privacy and does not collect any personal data about you without your consent.

For anything that is not expressly provided for, such as the exercise of rights of access, information, rectification, portability, revocation, erasure and complaint, the terms and conditions contained in AMA's Privacy Policy, which can be found at https://www.ama.gov.pt/web/agencia-para-a-modernizacao-administrativa/politica-de-privacidade.

The information you submit will only be used to provide you with clarification.

In order to use this service, it may be necessary to collect some of your personal data, if you choose the telephone channel to continue the conversation, for the following purpose: making a phone call.

Phone call:

• Name
• Phone number.

The personal data collected will not be shared with other entities.

Considering the latest technological developments, implementation costs, nature, scope, context, and purposes of the processing as well as a detailed assessment of the risk, likelihood of occurrence and its impact on the rights and freedoms of data subjects, AMA has implemented technical and organisational measures to ensure the appropriate level of security.

AMA shall not be liable for any damages or injury resulting from civil liability (including, but not limited to, emerging damages, lost profits and moral damages, caused directly or indirectly), which arise as a result of the correct or incorrect use of this service and its contents by the user, access to the user's computer and computer system by third parties.

The user is responsible for the safekeeping and correct use of his/her personal information, as well as for any damage or injury caused to AMA, IP or third parties, resulting from the incorrect use, loss or theft of personal information. The users are responsible for the secure use of their credentials to access the services.

The information contained in this service shall be regarded as informative. Despite AMA's efforts to keep the contents up to date and reliable, they may contain inaccuracies, writing errors or be out of date and AMA shall not be liable for the complete accuracy and timeliness of any information on this service.

This service may contain links to Websites operated by third parties over whom it has no control and for which it assumes no responsibility.

The viewing of legal provisions on this service does not dispense with consulting the legal regulations in force, officially approved, published in the original editions and media (including the Official Gazette or the Official Journal of the European Union).

• Regulation (EU) 2016/679 of the European Parliament and of the Council, of 27 April 2016, on the protection of individuals with regard to the processing of personal data and on the free movement of such data (GDPR).
• Law no. 58/2019, of 8 August, ensuring the execution of the GDPR in the national legal framework.
• Decree-Law no. 135/99, of 22 April, in its current wording.

These Terms and Conditions are governed by and interpreted in accordance with Portuguese law.

The Court of Lisbon shall have jurisdiction, to the exclusion of any other to settle any disputes arising out of the interpretation and application of these Terms and Conditions for the use of this website.