「サポート窓口」ページの再構成

src/pages/en/support/chat.md

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+---
+title: Support via Chat
+support: true
+breadcrumb:
+  title: Chat
+---
+
+This is a page for **chat** support at the utelecon Support Desk.
+
+## Before Inquiring
+
+Please be sure to check [the Support Desk page](./) before inquiring.
+
+### Important Notes on Privacy and Confidentiality of Information 
+
+- To ensure prompt response, **the support desk is generally staffed by students, as well as faculty staff. Please be aware of that fact when you make inquiries.** Student staff have signed confidentiality agreements and handle information under the control and supervision of faculty and staff members, so there is no problem with general account information.
+- If you have any questions or concerns about examinations, **please first contact your instructor or the department/graduate school that offers the examination. If you wish to contact the Technical Support Desk regarding examinations**, please contact us only through [the email form](./email-form). 
+- Information obtained from inquiries will be used for replying to and performing tasks related to the inquiry. Information may be shared internally to improve future support service. Information may also be disclosed to the public in individually unidentifiable form for the purpose of introducing UTokyo’s support initiatives through case studies and statistical information, etc. Information will not be used for any other purposes except for exceptions specified by laws and regulations.
+
+### Notes on Chat
+
+- Operators are available 8:25 a.m.-6:30 p.m. on weekdays (Mon-Fri); 8:25 a.m.-6:30 p.m. on November 4, 2024.
+  - Note: Operator support on weekends and holidays is limited to November 4, 2024. Normally, the operator service is available only on weekdays.
+- Please note that it may take some time for operators to respond, depending on the volume of inquiries.
+  In such cases, please use [the email form](./email-form) or try again later.
+- This support system is powered by "Zoom Contact Center" service provided by Zoom.
+  If you have trouble using this service, such as unstable connection, please consider using the support via [the email form](./email-form).
+- We ask for your understanding that we may respond to you via email for some inquiries that are difficult to answer on the spot.
+- Chat support is available exclusively to all members of the University of Tokyo.
+
+## Support via Chat
+
+To use the chat, press the widget titled "ここからチャットで相談" in the lower right corner.
+
+---
+
+<small>* Icons in the chat widget are from <a href="https://fonts.google.com/icons">Material Symbols & Icons</a> provided under the <a href="https://www.apache.org/licenses/LICENSE-2.0">Apache License 2.0</a>.</small>

src/pages/en/support/email-form.md

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+---
+title: Support via Email Form
+breadcrumb:
+  title: Email Form
+---
+
+This is a page for **email form** support at the utelecon Support Desk.
+
+## Before Inquiring
+
+Please be sure to check [the Support Desk page](./) before inquiring.
+
+### Important Notes on Privacy and Confidentiality of Information 
+
+- To ensure prompt response, **the support desk is generally staffed by students, as well as faculty staff. Please be aware of that fact when you make inquiries.** Student staff have signed confidentiality agreements and handle information under the control and supervision of faculty and staff members, so there is no problem with general account information.
+- If you have any questions or concerns about examinations, **please first contact your instructor or the department/graduate school that offers the examination. If you wish to contact the Technical Support Desk regarding examinations**, please contact us only through the email form. 
+- Information obtained from inquiries will be used for replying to and performing tasks related to the inquiry. Information may be shared internally to improve future support service. Information may also be disclosed to the public in individually unidentifiable form for the purpose of introducing UTokyo’s support initiatives through case studies and statistical information, etc. Information will not be used for any other purposes except for exceptions specified by laws and regulations.
+
+### Notes on Email Form
+
+- After submitting the form, a confirmation email and responses to your inquiry will be sent to the email address you provided in the form. Therefore, if you enter your email address incorrectly, you will not receive both the confirmation email and the response to your inquiry. **Please be very careful when entering your email address**. Also, **if you do not receive a confirmation email, please submit your inquiry again through the form**.
+
+## Support via Email Form
+
+<b class="box center">
+    <a href="https://forms.gle/ASFmXTbgNwncrWL28">Submit an email form</a>
+</b>
+
+<details>
+<summary>If the email form is not working</summary>
+
+If the email form is not working, please send a direct email to `[email protected]`. Please include the following information in your email:
+
+- **Name**
+- **10-digits Common ID** (If you don't know, please leave it blank.)
+- **Faculty or Graduate School**
+- **Position**: Select from the following.
+    - Student (new student)
+    - Student (current student)
+    - Full-time academic staff
+    - Part-time academic staff
+    - Non-academic staff
+    - Others (please specify)
+- **Grade or job title**
+- Content of inquiry: Please provide as much detail as possible, including the background of the consultation. If you have referred to any materials (such as websites), please include those as well. Also, if the issue involves some sort of trouble and error messages are displayed, please include the exact text of those messages as well.
+- If you are having trouble entering a class, please provide information about the class (such as the date, period, subject name, and instructor's name) as much as you know.
+</details>
+
+<details>
+<summary>For inquiries containing sensitive information which could potentially hinder the proper execution of duties if handled by student staff</summary>
+For inquiries containing sensitive information which could potentially hinder the proper execution of duties if handled by student staff, special handling will be conducted via a dedicated form as described below.
+
+- Information is considered to be sensitive if **there is a possibility that a member of student staff is a relevant party to the inquiry and this could cause a problematic situation**. An example of such sensitive content would be information regarding a student's grades.
+    - Unless this condition is met, contents such as personal accounts and contact information, information related to operations performed in the system, and internal information of departments and laboratories are NOT considered to be sensitive. Since student staff have signed necessary agreements and handle information under the control and supervision of faculty and staff members, there is no problem with the handling of these kinds of information.
+- Inquiries submitted through the dedicated form will be addressed solely by faculty and staff members, unlike regular inquiries. However, we will ask for the sections you deem sensitive and the reasons why in this form, and if the inquiry seems not to be considered sensitive, we may ask you to allow handling the inquiry by student staff.
+- The number of faculty and staff members who respond is limited. Therefore, it takes longer time to respond than regular inquiries, at least a few days.
+
+If your inquiry does not contain sensitive information, please use the regular inquiry form above instead of this dedicated form.
+
+<b class="box center">
+    <a href="https://forms.gle/taieQjW4JHyUzG6c7">Submit an email form (Exclusive for Inquiries Containing Sensitive Information)</a>
+</b>
+</details>