Privacy Policy

Who We Are

SYSTEMATE SOFTWARE SOLUTIONS PTE. LTD. is a Singapore company working in computer systems design and related professional, scientific and technical services. The company runs a service counter at 1 Rochor Canal Road, #02-86 Sim Lim Square, Singapore 188504, Singapore (SG), where devices are received on written intake slips, worked on under repair tickets and returned with pickup notes. For the purposes of the Personal Data Protection Act of Singapore and comparable privacy laws, the company is the organisation responsible for the personal information described in this policy.

The developer name that appears in our project records is Systemate Soft. When you read Systemate Soft in this policy, it refers to the same operating team that serves customers at the counter and maintains this website. All questions about privacy may be directed to helpdesk@systematesoft.com or by telephone at +15597951315. You may also visit the counter in person during business hours, and a clerk will pass your question to the person responsible for data matters.

Scope of This Policy

This policy covers personal information that we collect through this website, through email and telephone contact, and through the counter itself. It covers the information you give us when you book a diagnostic window, open an intake slip, request a data migration review or attend a handover sitting. It applies to visitors, customers, suppliers and anyone who contacts the helpdesk.

This policy does not cover information held by third parties whose services you use independently, such as your email provider, your bank or a courier company that you choose yourself. Those parties have their own privacy practices, and we encourage you to read them. Where we refer to a partner or a service provider in this policy, we mean a party that processes information on our behalf under our instructions.

Information We Collect

We collect only what we need to run the counter and answer your messages. The categories below describe the typical kinds of information that reach us. Not every category applies to every person, and we do not ask for information that a task does not require.

• Contact details such as your name, email address, telephone number and, where relevant, your postal address or business address.
• Counter records such as intake slip numbers, repair ticket numbers, pickup note numbers and the dates on which a device passed each station.
• Device details such as make, model, serial number, accessories handed over, reported fault and the tests performed at the bench.
• Message content such as the subject and body of emails, the text of contact form submissions and notes taken during telephone calls.
• Transaction details such as quotations accepted, invoices issued and payment status, kept in accordance with accounting rules.
• Technical information such as the pages you view on this site and basic browser details, used only to keep the site working and secure.

We do not collect payment card numbers through this website. We do not ask for your national identity number, your bank password or any similar credential, and you should never send such information by email or through the contact form.

Intake Slips and Repair Records

The intake slip is the heart of our record keeping. When a device arrives at the counter, a clerk writes the owner name, the contact number, the device description, the serial number, the accessories and the reported fault. That slip is copied into the counter register and becomes the anchor for everything that follows. The repair ticket adds test results, parts used and technician notes. The pickup note records the outcome and the signature given at handover.

These records are personal information because they identify the owner of a device. We keep them because they protect both parties. A written slip lets us prove what was handed over, lets a technician resume a job without guesswork and lets you ask questions months later and receive an accurate answer. Records are stored in a locked cabinet at the counter and in a restricted digital register that only counter staff may open.

If you ask us to correct a detail on a slip or ticket, we will add a correction line rather than erase the original, so the history stays honest. You may request a copy of the records that relate to your device by writing to helpdesk@systematesoft.com and quoting the slip or ticket number.

Data Found on Devices

Devices brought to the counter often contain personal files. We treat those files as yours and not ours. Technicians access device storage only to the extent needed to diagnose a fault, complete a repair or perform an agreed data migration review. Where a job does not require opening your files, we do not open them. Where it does, we record on the ticket that access took place and why.

Data migration review rounds are performed with care. We copy an agreed batch, check counts and sizes, and open a small sample to confirm integrity. Files that are not part of the agreed migration are not copied to any other location. After a migration, the original drive is held for a stated period before being wiped or returned for recycling, and the holding period is written on your pickup note.

We do not search a device for personal files beyond what the job requires, we do not use customer files for any purpose of our own and we do not sell device data. If you want a device wiped before collection, tell the clerk at intake and the wipe will be written on the slip and confirmed at handover. You should always keep your own backup of files you cannot afford to lose.

How We Use Information

We use personal information to deliver the counter services that you request and to keep the business running smoothly. The list below describes the main uses. Each use is tied to a task that you would expect when you bring a device to a service counter or send a message to a helpdesk.

• Writing intake slips and opening repair tickets for devices that arrive at the counter.
• Performing diagnostic windows, repairs and data migration review rounds.
• Preparing pickup notes and conducting handover sittings.
• Answering questions sent by email, telephone or the contact form.
• Sending status updates about a job that is already on the bench.
• Issuing quotations, invoices and receipts, and meeting accounting obligations.
• Keeping the website secure and available, including basic diagnostics for errors.
• Complying with legal, tax and regulatory duties that apply in Singapore.

We do not use personal information for unrelated marketing without a clear opt in. If we ever wish to send a newsletter, we will ask first, and every message will carry a simple way to stop future messages. You can also write to helpdesk@systematesoft.com at any time to withdraw consent for optional messages.

Legal Basis for Processing

We process personal information on the basis of consent that you give when you contact us or hand over a device, on the basis of a contract when you engage us for work, and on the basis of legitimate interests where we must keep records to protect the counter and its customers. Some processing is required by law, such as the retention of accounting records.

Where consent is the basis, you may withdraw it at any time, provided that withdrawal does not prevent us from completing a job you have already asked us to perform or from meeting a duty that the law places on us. Where legitimate interests are the basis, we balance those interests against your rights and keep our processing limited to what a reasonable person would expect from a service counter.

Cookies and Local Storage

This website is deliberately simple. It does not use advertising cookies, cross-site tracking pixels or behavioural profiling. It may use a small amount of browser storage to remember whether you have opened the mobile window menu, so that the navigation behaves predictably between pages during a single visit. That storage holds no personal details and is not shared with anyone.

Our hosting provider may keep standard server logs that record the time of a request, the page requested and basic network information needed to deliver and secure the site. These logs are used for stability and security only. If we later introduce analytics, we will describe it here before it goes live and keep it limited to aggregate figures that do not identify individuals.

You can control cookies and local storage through your browser settings. Blocking them will not prevent you from reading every page of this site, though the mobile menu may behave differently. We do not require cookies for the main content.

Sharing and Disclosure

We do not sell personal information. We share it only where a task genuinely requires it, and only to the extent needed. Examples include sharing a delivery address with a courier when a part must be sent, or sharing a repair history with an authorised technician who takes over a job at the bench.

We may disclose information where the law compels us to do so, for example in response to a valid order from a court or a regulator in Singapore. We may also disclose information where it is necessary to protect the rights, property or safety of the company, its staff or its customers, and where such disclosure is consistent with law. Where we are permitted to tell you about a request, we will do so.

If the business is reorganised, merged or transferred, customer records may form part of the transferred assets. In that case the receiving organisation must honour this policy or give you notice of any material change before it applies a new one.

Service Providers

Like most small businesses, we rely on a handful of providers. These may include an email host, a website host, an accounting tool and a courier. Each provider receives only the information needed for its task, and each is bound by a contract that requires confidentiality and limits use to the agreed purpose.

We choose providers with reasonable security practices and review them from time to time. If a provider reports an incident that affects your information, we will notify you where the law requires or where the risk is serious enough that you should know. We do not grant a provider permission to use your information for its own marketing.

Some providers operate outside Singapore. When that happens, we take steps to ensure the information remains protected to a standard comparable to the one described in this policy, as explained in the section on international transfers below.

How Long We Keep Information

We keep information only as long as it serves a purpose. Counter records for a completed job are kept for a period that allows you to raise a question and allows us to meet accounting duties. Contact messages are kept while a conversation is active and for a short period afterwards in case you follow up.

• Intake slips, repair tickets and pickup notes for completed jobs are kept for the period required by our record keeping practice and by tax rules.
• Quotations and invoices are kept for the period required by Singapore accounting law.
• Routine enquiry emails are kept for a limited period and then deleted unless they concern a live job.
• Original drives held after a migration are kept for the holding period written on your pickup note and then wiped or recycled.

When a retention period ends, we delete or anonymise the information. If you ask us to delete information earlier, we will do so unless a law or an active dispute requires us to keep it. Where we must keep a record, we will tell you the reason and limit access to those who need it.

How We Protect Information

Security at a service counter is a mix of physical and digital measures. Paper records stay in a locked cabinet. The digital register is protected by individual accounts, strong passwords and access limited to staff who need it for their work. Workstations are locked when unattended, and the bench area is visible from the counter so that work on a device is never hidden from view.

We minimise what we keep. A ticket records the facts needed to complete and support a job, not every file on a machine. Data migration is done in reviewed rounds so that a problem is caught early rather than discovered after the fact. Test drives are handled carefully and returned or wiped according to the note on file.

No system is perfect. If a security incident affects your information, we will investigate promptly, contain the issue, and notify affected people and the relevant authority where the law requires. We will also tell you what you can do to reduce any harm, such as changing a password if one was involved.

Your Choices and Rights

You have choices about the information you share and rights over the information we hold. You may ask what we hold about you, ask for a copy, ask for a correction, ask for deletion where no duty requires retention, and ask us to stop sending optional messages. You may also object to a particular use and ask us to explain how a decision about your job was reached.

To make a request, write to helpdesk@systematesoft.com with enough detail for us to find your records, such as a slip number, a ticket number or the telephone number you gave at the counter. We may need to confirm your identity before acting, to prevent someone else from obtaining your information. We respond within a reasonable period and, where a law sets a deadline, within that deadline.

There is no charge for a simple request. If a request is unusually large or complex, we will explain any cost before proceeding. If we cannot meet a request, we will explain the reason and point you to the authority that oversees privacy in Singapore so that you can seek further review.

Privacy for Children

The counter serves adults and, on occasion, families who bring in a shared device. We do not knowingly collect personal information from children without the involvement of a parent or guardian. Where a device belongs to a child, we ask that a parent or guardian open the intake slip and remain the contact for the job.

If you believe that a child has sent us personal information without appropriate involvement, please write to helpdesk@systematesoft.com and we will review the matter and delete the information where deletion is appropriate. We keep the counter experience simple and do not build profiles of young visitors.

International Transfers

Our counter and records are based in Singapore. Some service providers may store data in other countries. When information leaves Singapore, we take steps to ensure it remains protected. Those steps can include contractual clauses, provider certifications or a review of the provider security program.

We keep the volume of transferred information small by design. A ticket or an email rarely needs to travel far, and the files on your device stay at the bench unless a migration requires a copy. Where a transfer involves information that is especially sensitive, we consider whether the transfer is necessary before it happens.

Changes to This Policy

We review this policy from time to time. When we make a material change, we will update the date at the top of the page and, where the change is significant, add a short notice on the homepage for a reasonable period. Continuing to use the site or the counter after a change means that the updated policy applies.

If you have an active job when a change takes effect, the version of the policy that was in force when you opened the job will continue to govern that job unless the change is required by law. You can always ask a clerk for the current version in writing.

How to Contact Us

Write to helpdesk@systematesoft.com or telephone +15597951315. You may also visit the counter at 1 Rochor Canal Road, #02-86 Sim Lim Square, Singapore 188504, Singapore (SG) during business hours, which run from 9.30 to 18.30 Monday to Friday and 10.00 to 15.00 on Saturday. The counter is closed on Sundays and public holidays.

If you are not satisfied with our response, you may raise the matter with the Personal Data Protection Commission of Singapore. We would rather hear from you first, so that we can put things right quickly and explain what happened. Thank you for trusting SYSTEMATE SOFTWARE SOLUTIONS PTE. LTD. with your devices and your information.