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Terms & Conditions - SmartSupport

 

For existing customers who sign up for SmartSupport after 1 Aug 2018 and before 8 Oct 2019, please refer to the Terms and Conditions below.

The use of the SmartSupport Service is subject to StarHub's Business General Terms & Conditions, Service Specific Terms & Conditions and any other terms and conditions in relation to services that you have subscribed from time to time.

  1. Terms, Acceptance and Interpretation
    1. These terms and conditions (Terms) set out the agreement between you and StarHub (the Agreement) in relation to your purchase and use of the Services.
    2. You acknowledge that you have read and fully understood these Terms. Your use of the Services, upon the Start Date, constitutes unconditional acceptance to be bound by these Terms as may be amended from time to time.
    3. Words and phrases which appear in bold are defined in the context which they appear or in the definition clause 15 below.
    4. A reference to "you" and "your" means the corporate customer who seeks to enrol or has enrolled for the Services.
  2. Service Description and Program
    1. SmartSupport includes:
      1. the ability to request:
        1. a Like Mobile Device in exchange for your Registered Device if your Registered Device is in your possession (a Swap); or
        2. a Like Mobile Device if your Registered Device is not in your possession (a Replacement); and
      2. access to Tech Support via the SmartSupport App, (together the Program).
    2. StarHub reserves the right to suspend or discontinue the Services or any part of or all the Programs or modify the Services or Program at any time at its sole discretion.
  3. Enrolment
    1. Eligibility Criteria – In order to apply for enrolment for the Services for an Eligible Device you must:
      1. be a subscriber on an active corporate mobile plan with StarHub (the Enterprise Mobile Plan) with an Eligible Device;
      2. register each Eligible Device (each a Registered Device) to be tied to a postpaid mobile line on the Enterprise Mobile Plan (each, an Individual Mobile Plan);
      3. not intend to retail, hire or resell the Eligible Device (as determined by StarHub in its discretion);
      4. not be in default of any payment obligations in relation to your Enterprise Mobile Plan; and
      5. intend to use the Eligible Device with its Individual Mobile Plan.
    2. Time of application – You must make your application at the time you purchase your Eligible Device and sign up or re-contract your Enterprise Mobile Plan.
    3. Acceptance and rejection – Unless StarHub notifies you within 14 days of your application by email, telephone or SMS that your application has been unsuccessful, you will be enrolled for your Program with respect to an Eligible Device from the date of your application (which will be the Start Date of the Services). Your application will be unsuccessful if: (i) any of the eligibility criteria in clause 3.1 is not met; (ii) you have previously been rejected or terminated from the Services or service similar to the Services; or (iii) for any other reasons in StarHub's sole discretion.
    4. Enrolment conditions
      1. You may only enrol in the Services for one Eligible Device per mobile phone number. The IMEI of the Eligible Device will be linked to the mobile phone number on enrolment.
      2. You may apply to register multiple Eligible Devices for the Services (each with a separate Agreement, mobile phone number and Mobile Plan) but you must pay the applicable Monthly Fee for each Eligible Device.
  4. Fees
    1. Monthly Fee
      1. You will pay the monthly fee set out in the table below via your StarHub monthly bill (Monthly Fee):
      2. The Monthly Fee for the first month of your Subscription to your Program following the Start Date and your last month of your Subscription to the Program following termination in accordance with clause 9 below will be prorated to the days of actual Subscription.
    2. Service Fee
      1. For each Service Request for a Swap or Replacement permitted under these Terms you will either pay:
        1. the Swap Fee if the Registered Device is in your possession and you request a Swap; or
        2. the Replacement Fee if the Registered Device is not in your possession and you request a Replacement.
    3. The applicable Service Fee is based on the Tier set out in the table below applicable for your Registered Device.
      1. If you enrolled in the Service before 1 November 2018, please see this table.
      2. If you enrolled in the Services on or after 1 November 2018, please see this table.
    4. Incorrect Device - In the event that the Device claimed to be the Registered Device for the purpose of a Swap is not the Registered Device, you must pay the Replacement Fee.
    5. GST - All Service Fees set out in this clause 4 and throughout these Terms are inclusive of GST at the current rate of 7%. In the event of a change to the rate of GST, StarHub reserves its right to adjust the Fees and prices accordingly.
Monthly Fee for the SmartSupport Services
(inclusive of GST)
SGD 12.00

Tier (Device RRP)*

Swap Fee (Inclusive of GST)

Replacement Fee (Inclusive of GST)

1 (=< $250)
SGD 25
SGD 75
2 ($251 - $500)
SGD 80
SGD 220
3 ($501 - $750)
SGD 150
SGD 500
4 ($751 - $1500)
SGD 170
SGD 550
5 (>$1500)
SGD 250
SGD 680
  

NOTE:

*Device RRP is the recommended SGD retail price of your Device (including GST) on the date the Device was launched by StarHub.

Tier (Device RRP)*

Swap Fee
(Inclusive of GST)

Replacement Fee (Inclusive of GST)

1 (=< $250)
SGD 25
SGD 75
2 ($251 - $500)
SGD 80
SGD 220
3 ($501 - $750)
SGD 150
SGD 500
4 ($751 - $1500)
SGD 170
SGD 550
5 ($1501 - $2000)
SGD 250
SGD 680
6 (>$2001)
SGD 280
SGD 850
  

NOTE:

*Device RRP is the recommended SGD retail price of your Device (including GST) on the date the Device was launched by StarHub.

  1. Service Request
    1. You may make a Service Request by addressing a completed form (Service Request Form) from your business e-mail address to entsmartsupport@asurion.com. The Service Request Form may be downloaded from http://www.starhub.com/smartsupportbiz.
    2. StarHub will only accept your Service Request if:
      1. the IMEI of the Registered Device, BRN and mobile phone number associated with the Individual Mobile Plan are correct and correspond with the information given to StarHub by you;
      2. StarHub is satisfied that the Service Request Form:
        1. is validly completed, which includes affixing your Company Stamp to the Service Request Form; and
        2. originates from your business email address;
      3. the Individual Mobile Plan referred to in the Service Request and your Enterprise Mobile Plan and Subscription are active at the time of the Service Request and your Registered Device was active on the Network before the time of the Service Request;
      4. all outstanding Monthly Fees under this Agreement and charges under the Enterprise Mobile Plan and the Individual Mobile Plan are paid on their due dates;
      5. you do not have another Service Request pending or unfulfilled relating to the same Registered Device;
      6. you have not made a previous Service Request relating to a Registered Device with the same IMEI, irrespective of whether that previous Service Request was made in relation to a different Individual Mobile Plan;
      7. you provide any additional information reasonably requested by StarHub including in the form of a signed confirmation or acknowledgment;
      8. you are within the Limit as set out in clause 5.3 below;
      9. StarHub has no reasonable belief that you have transferred, retailed, sold, or hired your Registered Device to another person;
      10. the Service Request is not for a Device Accessory;
      11. the Registered Device has not been the subject of Modification; and
      12. StarHub reasonably believes that you are not using the Service in a manner which is, or is reasonably believed to be, (i) fraudulent, illegal or related to any criminal activity, or (ii) intended to make a commercial gain.
    3. Limits - You may file up to two Service Requests in any rolling 12 month period (Limit) with regards to each Individual Mobile Plan. For each Individual Mobile Plan, if you file two Service Requests within any 12 months, you can only file another Service Request 12 months after the Shipment Date of your first Service Request in the case of a third Service Request or 12 months after the Shipment Date of your second Service Request in the case of a fourth Service Request, as illustrated below.
    4. Notice - Please note that the Limit is linked to the Individual Mobile Plan, not the Registered Device, or the person using the Registered Device. This means for instance that if a new Registered Device is provided for use with an existing Individual Mobile Plan, a Service Request may only be made if that Individual Mobile Plan is within the Limit. If the Limit linked to the Individual Mobile Plan was exhausted in connection to previous Registered Devices, no Service Requests may be made in relation to that Individual Mobile Plan until the Limit is reset. Similarly, if an Individual Mobile Plan is transferred from one person to another, the Limit linked to that Individual Mobile Plan (or lack thereof, as the case may be) will be transferred accordingly.
    5. Information – When you make a Service Request, you are not required to establish that your Registered Device is broken, lost, stolen, damaged or that any analogous event has occurred. StarHub may, however, ask about the condition of the Registered Device for informational purposes so that it can best facilitate your Service Request. For a Replacement, StarHub will send you a new SIM card after receipt of your request.
    6. Like Mobile Device – At the time of the Service Request, StarHub will indicate to you the Device it will provide as a Like Mobile Device as a Swap or a Replacement. For the avoidance of doubt, StarHub will be deemed to have discharged its obligation to provide a Like Mobile Device to you as long as StarHub offers you a Like Mobile Device, in accordance with these Terms.
      1. In the event that you do not wish to accept the Like Mobile Device offered because of the colour when you are offered the same make and model as your Registered Device, your Service Request will be cancelled without further reference to you and StarHub will not be liable to you for your own decision to decline the offered Like Mobile Device.
      2. In the event that you do not wish to accept the Like Mobile Device offered for any reason not being colour, StarHub may (though not legally obliged to do so) in its sole discretion and on a goodwill basis, offer you the option to wait for up to 30 days (Goodwill Period) for StarHub to offer you another Like Mobile Device (Second Like Mobile Device).
      3. StarHub will contact you before expiry of the Goodwill Period to offer the Second Like Mobile Device. In the event that you do not wish to accept the Second Like Mobile Device for any reason, StarHub will have no further obligation in relation to the goodwill offer. Your Service Request will be cancelled without further reference to you and StarHub will not be liable to you for your own decision to decline the Second Like Mobile Device.

 

Individual Mobile Plan Service Request Limit

Service Request 1
Anytime
Service Request 2
Anytime
Service Request 3
12 months after Shipment Date of Service Request 1
Service Request 4
12 months after Shipment Date of Service Request 2
  1. Swap or Replacement
    1. Preparation – You must turn off any personal lock security feature before returning such Registered Device via the Courier.
    2. Title and rights – Title in and any rights to the Registered Device shall be transferred to StarHub or its service provider on the Acceptance Date of your Service Request relating to that Registered Device. You hereby assign to StarHub or its service provider all associated rights and benefits of any OEM's warranty. You shall not transfer, sell, hire or otherwise deal with the Registered Device in a manner that is not consistent with the ownership rights of StarHub or its service provider.
    3. StarHub actions – StarHub, or its service provider, as the owner of the previous Registered Device, may (i) register the IMEI of the device with the Singapore Police Force and any other relevant law enforcement authorities; and (ii) take any other action consistent with ownership of the previous Registered Device that it deems necessary including informing the Singapore Police Force and any other relevant law enforcement authorities to assist in recovery of the previous Registered Device.
    4. Data left on Device and transfer – You shall be solely responsible for all data stored in your Registered Device and you shall delete all data from the Registered Device before its collection by StarHub. StarHub is not responsible for data you left on the Registered Device and will not transfer any such data or information between the Registered Device and the Like Mobile Device. Such data left on the Registered Device or transfer of any data or information off the Registered Device, if done by StarHub at your request, will be done entirely at your own risk. In the event there is any inconvenience, delay, loss, misappropriation of or damage to any data or information, you agree not to hold StarHub responsible or liable for any such damage to you.
    5. Service Fee – The Service Fee will be payable to Asurion, as StarHub's service provider, for the collection of Service Fee by Credit Card or Debit Card over the phone at the time of your Service Request or by any other payment method that StarHub may choose to make available.
    6. No representation or warranty – StarHub makes no representation or warranty that any Like Mobile Device will be identical, of the same colour or offer the same functionalities as your Registered Device.

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  3. Delivery
    1. Address in Singapore – Save for international delivery pursuant to clause 7.4, the delivery must be to your registered business address on: (i) the main island of Singapore; (ii) Sentosa; or (iii) Jurong Island and the outlying islands of Singapore. StarHub will not deliver a Like Mobile Device to a post office box, MRT station, shopping centre, car park or any other public place. Where a delivery is to Jurong Island or the outlying islands of Singapore, you will be responsible for obtaining all necessary security clearances for the delivery.
    2. Timings – The delivery of a Like Mobile Device will be via Courier on Monday to Saturday, excluding Sunday and public holidays. Delivery times for the main island of Singapore and Sentosa will be as per the times set out in the table below subject to any extensions as may be required for (i) Force Majeure events; (ii) where the Courier delays such delivery; or (iii) where StarHub deems it necessary to perform additional verifications relating to your Service Request. The SmartSupport Centre will advise you on the time frame for deliveries to Jurong Island and the outlying islands of Singapore.
    3. Costs – Deliveries to an address in Singapore will be made at no charge to you except that any deliveries: (i) after two failed attempts to deliver to you; or (ii) scheduled for a public holiday, if offered by StarHub, will be subject to a surcharge to be paid by you in advance by Credit Card or Debit Card.
    4. International delivery – If you make a Service Request for delivery to a location outside of Singapore, this will be deemed to be a Service Request for a Replacement and the following conditions apply:
      1. a Like Mobile Device will be delivered to you by Courier at your cost and subject to delivery time periods and other limitations and applicable restrictions as determined by the Courier engaged to make such international delivery. You must pay such delivery costs by Credit Card or Debit Card at the time of your Service Request. In the unlikely event that the Courier fails to make such international delivery to you, Asurion will refund the applicable Replacement Fee by your original method of payment within 30 days of Asurion being informed of the Courier's failure to make such delivery; and
      2. upon a Like Mobile Device being delivered to you and upon your return to Singapore, you may contact the SmartSupport Centre by telephone within 14 days of your return to Singapore to arrange the return of your Registered Device. If you contact the SmartSupport Centre to arrange a return, a Courier will be arranged to collect your Registered Device in accordance with the timescales provided by the SmartSupport Centre. Asurion will then refund the difference between the Replacement Fee and the Swap Fee by your original method of payment within 30 days upon Asurion's verification that the Registered Device was returned. No refund will be provided in the event that the Device collected was not the Registered Device and you will then be informed of the time and location at and from which you may collect your Device.
    5. The Like Mobile Device will not be delivered in original packaging.
    6. Delivery formalities – In order to complete the Service Request, the Courier delivering the Like Mobile Device will:
      1. ask for the following proof from the recipient: (i) the recipient's National ID; (ii) the recipient’s staff ID or business card; and (iii) the original, stamped copy of the Service Request Form;
      2. in the case of a Swap:
        1. verify that the Device presented is the same as the Registered Device (by comparing the make, model and IMEI of the Registered Device against that of the Device presented) and collect the Registered Device (Original Registered Device); and
        2. at StarHub's discretion, inspect the Registered Device to see if there is any Modification.
    7. As of the time of delivery, you acknowledge that:
      1. the Delivered Device becomes your Registered Device;
      2. the Delivered Device is sufficient consideration for you to transfer ownership of the previous Registered Device and you have relinquished all rights in the previous Registered Device; and
      3. if a Swap, StarHub will not return the Original Registered Device to you.
    8. Incorrect Device – In the case of a Swap (i) if the make, model or IMEI of the Device you present does not correspond to that of the Registered Device, then the Service Request will not be completed; or (ii) if StarHub discovers that the Device you returned via the Courier was not the Registered Device at the time the Service Request was completed, then you must return the correct Registered Device within 7 days of the Delivery Time at your own cost and if you fail to do so StarHub may treat the Swap as a Replacement and charge you the Additional Fee.
    9. Failure to disable locking – In the case of a Swap, if StarHub discovers that you did not turn off the personal lock security feature in the Device you returned via the Courier in contravention of clause 6.1, StarHub will treat the Swap as a Replacement and charge you the Additional Fee.
    10. Modified Devices – In the case of a Swap, if StarHub discovers that the Registered Device you tendered to the Courier or returned via the Courier has been subject to Modification, then StarHub will at its sole discretion:
      1. reject the Service Request at the time the Registered Device is tendered to the Courier and your Service Request will be considered cancelled. StarHub will refund the Swap Fee by the original method of payment;
      2. where returned via the Courier, treat the Swap as a Replacement and charge you the Additional Fee; or
      3. where returned via the Courier, return to you at your cost the Original Registered Device tendered to the Courier. You must also return to StarHub the Delivered Device provided as a Swap. Your Service Request will be considered cancelled. StarHub will refund to you the Swap Fee paid following receipt of the Delivered Device.
    11. Warranty – You are entitled to a 6-month warranty for each Like Mobile Device against manufacturer malfunctions and defects that starts from the date of delivery of the Like Mobile Device. You may make a warranty claim for a Like Mobile Device by addressing a completed Service Request Form from your business e-mail address to entsmartsupport@asurion.com. The Service Request Form may be downloaded from http://www.starhub.com/smartsupportbiz. Your request for warranty service will be handled in the same way as a Service Request except that it will not count towards your Limit and the Service Fee will not be payable.
    12. Acknowledgement.
      1. At any time prior to the time of the delivery, StarHub may require you to sign an acknowledgment or confirmation form when you make a Service Exchange Request.
      2. You acknowledge that:
        1. StarHub will be under no duty to perform any verifications other than to ensure that the recipient's details as contained in the National ID presented are identical to the details of the recipient associated with the Individual Mobile Plan referred to in the Service Request. In particular, StarHub will not verify whether any staff ID or business card presented are authentic. If any of the verification documentation is unavailable, StarHub will request additional verification documentation such as your ACRA business profile form, a letter of authorization to the benefit of the recipient (in a form satisfactory to StarHub) and a copy of the National ID of the person issuing the letter of authorization;
        2. any Device provided to you as a result of a Service Request is intended to be used by you on the Enterprise Mobile Plan associated with this Agreement and not to be sold, transferred, displayed for sale or hired nor are the Services intended to be used for commercial gain;
        3. in the case of a Swap, StarHub will delete all data on the previous Registered Device without reference to you;
        4. in the case of a Replacement, the previous Registered Device is not available for a Swap and StarHub or its service provider is entitled to register the IMEI of the previous Registered Device with the Singapore Police Force and to take any action that it deems necessary to recover the previous Registered Device;
        5. in the case of a Swap or Replacement, title is transferred to StarHub or its service provider in accordance with clause 6.2; and
        6. where your Registered Device is replaced under a warranty claim directly with the OEM, you must inform the SmartSupport Centre of such exchange, e-mail a Service Request Form to entsmartsupport@asurion.com and provide proof of the exchange where necessary in order for StarHub to update its records with the IMEI of such new Device, from which time the new Device will become the Registered Device.

Acceptance time of Service Request

Delivery time*#

Monday to Friday, 8 am to 2 pm
Within 4 hours of the Acceptance Time
Monday to Friday, between 2 pm and midnight
The next day before 12:00 noon
Monday to Saturday, midnight to 8am
The same day before 12:00 noon
Saturday 8 am to 2 pm
Within 4 hours of the Acceptance Time
Saturday after 2 pm to Monday 8am
 Monday before 12:00 noon
  

NOTE:

  • * For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday.
  • # If clause 5.6.2 applies, then the delivery times set out above will not apply to your Service Request.
  1. Tech Support
    1. Technical Support (TS) is an advanced technical support service for your Registered Device provided through the SmartSupport App.
    2. You may make a request for TS (TS Request) via the SmartSupport App. You cannot make a TS Request at a Retail Store.
    3. Your TS Request will be accepted if:
      1. the IMEI of the Registered Device, BRN and mobile phone number associated with the Individual Mobile Plan are correct and correspond with the information given to StarHub by you;
      2. the Individual Mobile Plan referred to in the TS Request and your Enterprise Mobile Plan and Subscription are active at the time of the TS Request and your Registered Device was active on the Network before the time of the TS Request;
      3. all outstanding Monthly Fees under this Agreement and charges under the Enterprise Mobile Plan are paid on their due dates;
      4. the Registered Device has not been the subject of Modification; and
      5. the SmartSupport App is installed on your Registered Device.
    4. Your use of the SmartSupport App is subjected to additional terms and conditions of service as stipulated by our service provider Asurion in the EULA and which you accept by installing the SmartSupport App. In addition, if you use TS or the SmartSupport App, certain data and information may be collected, used and disclosed, details of which are located in the Asurion Policy.
    5. By using TS or the SmartSupport App you agree to the Asurion Policy and the EULA for the SmartSupport App. In relation to the Device Services, if there is any conflict between (i) the Asurion Policy and the EULA and (ii) these Terms, these Terms shall prevail.

  2.  

  3. Term and Termination
    1. StarHub will supply your Program to you from the Start Date until it is terminated in accordance with this clause.
    2. Termination by you – you may terminate your Program or the Services relating to any Individual Mobile Plan by calling the Business Helpdesk 1631 or +65 68201631. If terminating the Services related to an Individual Mobile Plan, please provide the IMEI of the Eligible Device that was linked to the mobile phone number associated with that Individual Mobile Plan on enrolment.
    3. Termination by StarHub – StarHub may immediately terminate your Program and the Agreement or the Services relating to any Individual Mobile Plan at any time if StarHub reasonably believes that:
      1. the Services provided to you are being used (whether intentionally or not) in a way that may adversely impact the reputation of StarHub;
      2. the Services provided to you are being used in a manner which is, or is reasonably believed to be, (i) fraudulent, illegal or related to any criminal activity or (ii) intended to make a commercial gain;
      3. you have retailed, hired or resold a Registered Device;
      4. you have breached, or are likely to breach, these Terms or engaged in cheating;
      5. you are or may become bankrupt or unable to pay your debts as they fall due;
      6. you have provided StarHub with incorrect, false or incomplete, information;
      7. you have ported your mobile number from the Network or terminated your Enterprise Mobile Plan;
      8. you have not paid any bills issued by StarHub for a period exceeding 30 days from its due date;
      9. you are likely to create imminent harm (such as interruption, disruption, congestion or any unauthorised act) to the Network or any third party's networks or systems or the provision of the Services;
      10. you are likely to create imminent harm or harass or are abusive to any personnel of StarHub and its service providers, sub-contractors and agents; or
      11. for any other reason at StarHub's sole discretion.
    4. Automatic termination – The Services relating to an Individual Mobile Plan will terminate immediately if:
      1. the Individual Mobile Plan is transferred to an individual or terminated by you or StarHub;
      2. the Registered Device associated with the Individual Mobile Plan is migrated to a pre-paid plan; or
      3. StarHub discovers that you have transferred, sold, displayed for sale, or let on hire your Registered Device.
    5. Consequences of termination
      1. No reactivation – If the Services have been terminated for a Registered Device, the Services cannot be reactivated for that Registered Device.
      2. Prohibition – With respect to a National ID or BRN, if you have been previously rejected or terminated from the Services, or service similar to the Services where Asurion is the service provider, that National ID or BRN will not be eligible for the Services.
      3. Service Requests – If you have made a Service Request which is not fulfilled as at the time of the termination, the Service Request may be cancelled.

  4.  

  5. Suspension of an Individual Mobile Plan
    1. If you voluntarily suspend an Individual Mobile Plan for a limited time, your Agreement, related Services and corresponding Monthly Fees will be suspended in relation to the Registered Device associated with the Individual Mobile Plan, for the period during which you have voluntarily suspended the Individual Mobile Plan and for a period of 30 days after your suspension of the Individual Mobile Plan ends.
    2. If StarHub suspends an Individual Mobile Plan for whatever reason, your Agreement and related Services will be suspended for the period during which StarHub has suspended the Individual Mobile Plan and for a period of 30 days after StarHub's suspension of the Individual Mobile Plan ends.

  6.  

  7. Change of registered device
    1. Your Registered Device may not change except for:
      1. the change made following a Swap or a Replacement; or
      2. the exchange of your Registered Device under a OEM's warranty scheme or other applicable scheme for a new Device which is identical to your Registered Device. You must inform the SmartSupport Centre of such exchange by emailing a Service Request Form to entsmartsupport@asurion.com and provide proof of the exchange where necessary in order for StarHub to update its records with the IMEI of such new Device, from which time the new Device will become the Registered Device.

  8.  

  9. Data privacy
    1. Device Services - You confirm and agree that the Personal Data of certain Individuals is disclosed by you to StarHub from time to time solely for the purpose of providing you with the Device Services or for any other purpose specified in the StarHub Personal Data Protection Policy which may be found at http://www.starhub.com/pdpp or such other link as many be notified by StarHub from time to time (PDP Policy) ("Permitted Purposes") which apply to the Device Services.
    2. Consent - You also agree and undertake to StarHub that:
      1. all necessary consents from the relevant Individuals to whom the Personal Data relates have been obtained, or at the time of disclosure will have been obtained for the disclosure of their Personal Data to:
        1. StarHub, for StarHub's collection, use and/or disclosure for the (i) Permitted Purposes, (ii) for the purposes of: (a) assessing your eligibility to enrol, and continue to be enrolled, for the Program or use the Device Services; (b) providing you with the Device Services; (c) allowing direct and indirect contact with you in connection with the Device Services; and (d) managing commercial risks, and preventing, detecting, and investigating suspected illegal activity, fraud, or disputes (collectively (i) and (ii) the Program Purposes) or (iii) to any relevant governmental and/or regulatory authorities where legally required;
        2. StarHub's service provider (and Data Intermediary), Asurion, for Asurion's collection, use, disclosure, storing and/or hosting with Asurion and its affiliates, partners and subsidiaries, or with Asurion's unaffiliated third parties including third-party service providers, whether in Singapore or other countries, for the the Program Purposes; and
      2. all such consents have not been withdrawn.
    3. SmartSupport App - By executing the SmartSupport App, you have read, understood and give consent to Asurion collecting, using, disclosing, storing and transferring Personal Data in accordance to the Asurion Policy.
    4. For the purposes of these Terms, the term "PDPA" shall refer to the Personal Data Protection Act (Act 26 of 2012 of Singapore), and "Data Intermediary", "Individual" and "Personal Data" shall have the same meaning as set forth in the PDPA.

  10.  

  11. Miscellaneous
    1. Subject to change, withdrawal, termination and suspension – The Services, these Terms and the Fees are subject to change (and in the case of Services, withdrawal), termination, or suspension at any time. StarHub will notify you of the changes through the Website and if you continue your Subscription to the Services after such changes are notified, you will be deemed to have agreed to those changes.
    2. You represent, warrant and undertake at all times that you have not and will not retail, hire or resell any Registered Devices or Like Mobile Devices (together the "Restricted Devices"), and that you will use reasonable endeavours to prevent your employees from retailing, hiring or reselling the Restricted Devices. You further agree to indemnify StarHub and Asurion for all profits made by you and your employees from retailing, hiring or reselling the Restricted Devices. Asurion may enforce this clause in its own right.
    3. Service providers, contractors and third parties – StarHub may mandate a third party to provide the Services and collect any Service Fee on its behalf, but in any case your sole recourse will be against StarHub and not such third party.
    4. Governing law – The Agreement will be governed by and construed in accordance with the laws of Singapore.
    5. Entire agreement – You hereby agree and accept that the prevailing StarHub General Terms & Conditions available at www.starhub.com or such other link as may be notified by us (General Terms) apply. These Terms are in addition to the General Terms and both these Terms and the General Terms are applicable to the relationship between StarHub and you. In the event of inconsistency between these Terms and the General Terms, these Terms prevail.
    6. Promotions - StarHub may from time to time offer promotions relating to all or any of the Services. Any such promotions shall be governed by the terms and conditions attached thereto by StarHub, and by these Terms to the extent that the promotion's terms and conditions are silent. In the event of any conflicts between a promotion's terms and conditions and these Terms, the promotion's terms and conditions shall prevail.

  12.  

  13. ENQUIRIES

    If you have any queries, complaints, claims or feedback regarding the:

    1. Device Services, please contact the SmartSupport Centre at 800 852 6030 (+65 6822 2255 from overseas); or
    2. TS, please contact the SmartSupport TS Centre via the SmartSupport App (or +65 6822 2218 from overseas).

  14.  

  15. DEFINITIONS
    1. Acceptance Date means the date when the SmartSupport Centre accepts your Service Request.
    2. Acceptance Time means the time when the SmartSupport Centre accepts your Service Request.
    3. Additional Fee means an amount equivalent to the difference between the applicable Swap Fee and the applicable Replacement Fee for a Device.
    4. Asurion means NEW Asurion Singapore Pte. Ltd. (CRN 201217148R), a service provider appointed by StarHub to provide the Services.
    5. Asurion Policy means the Asurion privacy notice available at https://s3-ap-southeast-1.amazonaws.com/sthsgprod01/Starhub_Soluto_Privacy_Policy.pdf.
    6. BRN means business registration number.
    7. Courier means a person appointed to deliver Like Mobile Devices in accordance with the Services.
    8. Credit Card includes: VISA, MasterCard and American Express credit cards.
    9. Debit Card includes: VISA and MasterCard debit cards.
    10. Device means a mobile wireless device that (i) has a display screen; (ii) supports one or more wireless network connectivity options; and (iii) that is operated using voice, touch or a miniature keyboard. It does not include any Device Accessories.
    11. Device Accessory means anything that is either: (i) provided by the original manufacturer in the box with a Device; or (ii) sold separately to be used in conjunction with a Device. It includes (i) batteries; (ii) SIM cards; (iii) memory cards; (iv) chargers; (v) ear buds; (vi) boxes; (vii) cases; (viii) cables; (ix) mounts; and (x) docking stations.
    12. Device Services means a Swap or a Replacement.
    13. Eligible Device means a Device either being supplied to you: (i) as new by StarHub and registered at the time of purchase or upgrade under your Enterprise Mobile Plan; or (ii) by the OEM under warranty to replace a defective Device and the related IMEI details have been recorded by you with StarHub to the satisfaction of StarHub or any of its approved service providers, agents or subcontractors in accordance with clause 12.
    14. EULA means end user licence agreement setting out the terms of use for the SmartSupport Mobile App available at the https://s3-ap-southeast-1.amazonaws.com/sthsgprod01/Starhub_Soluto_EULA.pdf.
    15. Fees means the fees set out in clause 4.
    16. IMEI means the international mobile equipment identity number of a Device.
    17. Hardware Modification means any modification made to a Device's hardware not undertaken or authorised by the OEM.
    18. Like Mobile Device means a Device, compared to the Registered Device, that:
      1. may be new or refurbished;
      2. is of similar kind, quality and functionality;
      3. if it is refurbished, it may contain original or non-original manufacturer parts;
      4. has same or greater memory;
      5. may be a different make, model or colour;
      6. has a different IMEI; and
      7. does not include any Device Accessories.
    19. Limit has the meaning given to that term in clause 5.3.
    20. Enterprise Mobile Plan means a mobile plan offered by StarHub to business customers.
    21. Modification means Software Modification or Hardware Modification or both.
    22. Monthly Fee has the meaning given to that term in clause 4.1.
    23. National ID means a valid identification document issued or accepted for verification of identity in Singapore.
    24. Network means the mobile telephony network operated by StarHub.
    25. OEM means original manufacturer of a Device.
    26. Registered Device means an Eligible Device that StarHub has registered with reference to its IMEI for a Program in accordance with these Terms.
    27. Replacement has the meaning given to that term in clause 2.1.1(a).
    28. Replacement Fee means the fee set out in the third column of the table in clause 4.3.
    29. Retail Store means any retail store in Singapore owned or approved by StarHub to sell StarHub services.
    30. Services means (i) a Swap; (ii) a Replacement; and (iii) Mobile Technical Support, and each is a Service.
    31. Service Fee means the Swap Fee, the Replacement Fee and the Additional Fee.
    32. Service Request means a request for a Swap or Replacement permitted under these Terms.
    33. Shipment Date means the date the Courier delivers the Like Mobile Device.
    34. SIM means subscriber identification module.
    35. SmartSupport App means a mobile application, used to access TS from your Registered Device, subject to clause 8.
    36. SmartSupport Centre means the call centre available at 800 852 6030 (+65 6822 2255 from overseas) in relation to Service Requests.
    37. Software Modification means modification made to a Device's operating system not undertaken or authorised by the OEM and includes software modification known as 'jail-breaking' and 'rooting'.
    38. StarHub means StarHub Mobile Pte Ltd (Reg. No. 200000646C).
    39. Start Date has the meaning given to that term in clause 3.3.
    40. Subscription means your subscription to the Service.
    41. Swap has the meaning given to that term in clause 2.1.1.1.
    42. Swap Fee means the fee set out in the second column of the table in clause 4.3.
    43. TS or Tech Support means the technical support service as further described in clause 8.
    44. TS Request means a request for TS.
    45. Tier means the tier outlined for your Registered Device as advised in your Agreement and the supported Device list on the Website at the time of your enrolment.
    46. Website means the StarHub website.