Terms and Conditions of Use for the “¡Hola Ociel!” Comprehensive University Assistance Platform

1. Introduction and Acceptance of Terms

Herein, we explain the rules and conditions (hereinafter, the "Terms") that govern your access to and use of the “¡Hola Ociel!” Comprehensive University Assistance Platform (hereinafter, the "Service"), provided by the Universidad Autónoma de Nayarit (referred to as "UAN," "the University," or "we").

This document constitutes a legally binding agreement between you (referred to as "the User") and us, the UAN. By using the Service through any of its access channels, you fully and unconditionally accept each and every one of the terms and conditions presented herein.

If you do not agree with these Terms, please refrain from using the Service. Your continued use will be considered as an acceptance of these Terms and any future modifications.

The Service includes, but is not limited to, communication through:

• The "¡Hola Ociel!" application, which connects Facebook Messenger, Instagram Messaging, and WhatsApp.
• The Widget on our website https://ociel.uan.mx/.
• The "PiiDA Platform."
• The Telegram channel.
• The email address hola@uan.edu.mx and its aliases.

Your privacy is fundamental to us. To understand how we protect your data, all personal information and data you provide through the Service will be treated in accordance with our Privacy Policy, which you can consult at any time at https://ociel.uan.mx/hola-ociel/privacy-policy.

2. Purpose and Scope of the Service

Our primary objective with this Service is to serve as your centralized point of contact to provide assistance, guidance, and information regarding the academic, administrative, and general services of the UAN.

This technological integration allows conversations you initiate on different channels to be received and managed by our support staff on the centralized "OcielWoot!" platform.

The purpose of the Service is to offer you official and accurate information related to university processes, such as enrollment, procedures, calendars, grade inquiries, and other services offered at UAN.

It is crucial to understand that the Service is for informational and guidance purposes only. This means it is not a channel for submitting formal requests, legal appeals, official complaints, or any other procedure requiring a formal administrative process with acknowledgment of receipt, unless a specific process we indicate expressly allows it.

We reserve the right to add, modify, or discontinue any of the functionalities or channels offered through the Service.

3. Access Conditions and Acceptable Use

a) Eligibility

This Service is designed for our students, applicants, alumni, faculty, administrative and manual staff, and the general public seeking information about UAN. We have not set a specific age requirement, but if you are a minor, your use of the Service must be supervised by your parents or legal guardians.

b) Your Commitments as a User

To ensure the Service functions well for everyone, we ask that you commit to using it diligently, correctly, and lawfully. In particular, we expect you to:

1. Provide truthful information: You are responsible for the accuracy and authenticity of the information you provide to manage your request.
2. Engage in legitimate use: Use the Service exclusively for its intended purpose: to obtain information and assistance related to UAN.
3. Respect confidentiality: Do not share confidential information or sensitive personal data belonging to others through the Service.

c) Prohibited Conduct

To maintain a safe and functional environment, you must refrain from engaging in any of the following actions:

• Using the Service for illicit, fraudulent, defamatory, or offensive purposes, or in a manner contrary to morality, public order, and the law.
• Transmitting any material containing viruses, malware, jailbreaks, or any other computer code designed to interrupt, destroy, or limit the functionality of the Service or its components.
• Sending spam or any form of unsolicited communication.
• Attempting to gain unauthorized access to our systems, networks, or data.
• Using automated systems (bots, spiders, AI agents, etc.) to interact with the Service in a way that places an excessive load on our infrastructure.
• Engaging in phishing or impersonating another person or entity.
• Using the Service to replicate or impersonate core functionalities of Meta platforms (Facebook, Messenger, Instagram, WhatsApp) in a way that misleads users.

We reserve the right to suspend or block your access without prior notice if you breach these conditions, and to report you to the competent cybersecurity authorities if the situation warrants it.

d) Our Commitments to You

To ensure a positive user experience, UAN is committed to:

• Providing a helpful, respectful, and efficient assistance service.
• Responding to your inquiries in a timely manner, within our operational capabilities.
• Maintaining the confidentiality and security of the information you provide, in accordance with our Privacy Policy.

4. Service Operation and Nature of Information

We want you to understand how the Service works. By using it, you understand and agree that it operates on a hybrid model: you will first interact with our artificial intelligence agent (“OcielAi”), and if necessary, your conversation will be transferred to a human agent (“Agente Ociel”).

All information provided to you through the Service, both by the AI and our human agents, is based on our institutional knowledge base (“OcielVerse”). Although we make every effort to ensure this information is accurate and up-to-date, we provide it "as is" and without warranties of any kind.

The information you receive does not constitute an official resolution, a legal opinion, or a binding administrative act. While our AI agent is an advanced tool, it may make mistakes or misinterpret queries. Therefore, it is your responsibility to verify any critical information directly with the corresponding university departments before making decisions that may have academic, administrative, or financial consequences.

5. Intellectual Property

All intellectual property rights over the Service, its brand components (OcielWoot!, OcielAi, OcielVerse, Agente Ociel), content, text, graphics, logos, the “¡Hola Ociel!” trademark, and any other protectable elements are the exclusive property of the Universidad Autónoma de Nayarit.

We believe in transparency, which is why we inform you that the base software on which the Service operates (Chatwoot, OpenAI SDK, Outline) is open source and governed by its own licenses.

By using the Service, we grant you a limited, non-exclusive, revocable, and non-transferable license to access and use it in accordance with these Terms. The reproduction, distribution, modification, or any other act of exploitation of the Service's contents without our express written authorization is prohibited.

Use of the Service does not grant you any ownership rights over the integration we have developed at UAN.

6. Links to Third-Party Services

To communicate with us through channels like WhatsApp, Facebook Messenger, Instagram, Telegram, or email, you are using services provided by third parties (e.g., Meta Platforms, Inc., Google LLC). Similarly, for the generation of automated responses, our service relies on natural language processing technology provided by OpenAI.

The use of such channels and technologies also subjects you to the terms and conditions and privacy policies of those providers. We are not responsible for the availability, operation, policies, or security practices of these external services. By interacting with OcielAi, you agree that the content of your query will be processed by these third-party systems for the sole purpose of providing you with a response.

7. Disclaimer of Warranties and Limitation of Liability

We do our best to ensure the Service is always available, but we cannot guarantee its uninterrupted and error-free operation. To the extent permitted by law, UAN will not be liable for damages of any kind that may arise from:

• The lack of availability or continuity of the Service's operation.
• Decisions you make based solely on information obtained through the Service.
• Your misuse of the Service.
• The security or absence of viruses or other harmful elements in the transmitted content.
• Your failure to comply with your obligations regarding third-party data.

8. Modification of Terms

We reserve the right to modify, at any time and without prior notice, the presentation, configuration, and content of the Service, as well as these Terms and Conditions. It is your responsibility to periodically review these Terms to stay informed of any updates. The most recent version will always be available at the official URL.

9. Applicable Law and Jurisdiction

For the interpretation, compliance, and execution of these Terms, we expressly agree to submit to the applicable federal legislation in the United Mexican States and the laws of the State of Nayarit, as well as to the jurisdiction of the competent courts in the city of Tepic, Nayarit, Mexico. By using the Service, you waive any other jurisdiction that may correspond to you by reason of your present or future domicile.

10. Contact Information

If you have any questions or clarifications regarding these Terms and Conditions of Use, or if you need to report any conduct by another user that you believe violates these terms, please contact us:

General Systems Directorate (DGS) of the Universidad Autónoma de Nayarit.
Email: dgs@uan.edu.mx.