Terms and Conditions

Clean version - consolidated from Website Terms of Use, General Services T&Cs, Service Terms, Privacy and Cookie Policies, and Certification Programme Terms

This consolidated version removes duplicative public/private website clauses, consolidates privacy and cookie provisions into one policy, and keeps only service-specific provisions in each service annex. It is structured so that public website rules, private interface rules, service-specific terms and certification terms each apply at the relevant step of the user journey.

Structure and hierarchy

Order of priority: where a user is only browsing the public website, sections 1 and 2 apply. Where a user registers for the private interface, sections 1, 2 and 3 apply. Where a registered user requests a specific service, the relevant service terms in sections 4 to 7 apply in addition to section 3. If the General Services Terms and service-specific terms conflict, the relevant service-specific terms prevail. Where a BSO seeks certification, section 8 applies in addition to the General Services Terms and, where relevant, the SME Diagnostic Assisted Assessment Service Terms.

1. Website Terms of Use

Welcome to www.itcbenchmarking.org (the "Website"). These Website Terms of Use govern access to and use of the public areas of the Website by any user (the "User"). The Website is operated by the International Trade Centre ("ITC"), a joint subsidiary organ of the United Nations and the World Trade Organization, headquartered in Geneva, Switzerland.

1.1. Acceptance of these Terms of Use

By accessing and using the Website, the User agrees to these Website Terms of Use. If the User does not agree, the User should not access or use the Website.

1.2. Public website and private services

The Website may be browsed without registration. Certain services, including benchmarking and diagnostic services for Business Support Organizations ("BSOs") and small and medium-sized enterprises ("SMEs"), are available only through the private interface after registration and are governed by the General Services Terms and the relevant service-specific terms.

1.3. Informative material

The information, documents, presentations, resources and other materials made available on the public Website are provided for information purposes only. Unless otherwise expressly stated, they may be consulted for personal and non-commercial use only and may not be resold, redistributed, compiled into new products or used to create derivative works without ITC authorization.

1.4. No endorsement of views

Unless expressly stated otherwise, findings, interpretations and conclusions expressed in materials available on the Website are those of their authors and do not necessarily represent the views of ITC, the United Nations or the World Trade Organization.

1.5. Website availability and changes

The Website and its contents are provided "as is" and may be modified, updated, suspended or withdrawn by ITC at any time without notice. ITC does not guarantee uninterrupted or error-free availability of the Website or any related service.

1.6. Disclaimers

ITC makes no warranty or representation, express or implied, regarding the accuracy, completeness, reliability, timeliness, merchantability, fitness for a particular purpose, or non-infringement of the Website, any content, or any public material made available through the Website.

1.7. External links

The Website may contain links to third-party websites. Such links are provided for convenience only. ITC does not control, endorse or assume responsibility for any third-party website, content, product, service or privacy practice.

1.8. User conduct

The User shall not use the Website in a manner that is unlawful, harmful, fraudulent, abusive, disruptive, or that may impair the Website, compromise security, interfere with other users, or infringe rights of ITC or third parties.

1.9. Intellectual property

Unless otherwise indicated, ITC or its licensors retain all rights in the Website, its structure, design, texts, graphics, databases, logos, trademarks and other content. No rights are granted except as expressly set out in these Terms of Use.

1.10. Limitation of liability

To the fullest extent permitted under ITC rules and applicable privileges and immunities, ITC, the United Nations, the World Trade Organization and their respective officials, employees, agents and representatives shall not be liable for any direct, indirect, incidental, consequential, special or other loss arising from access to or use of the Website or reliance on any material made available on it.

1.11. Privileges and immunities

Nothing in these Website Terms of Use or relating to the Website shall constitute or be considered a waiver, express or implied, of the privileges and immunities of ITC, the United Nations or the World Trade Organization, which are specifically reserved.

1.12. Relationship with other terms

Use of the private interface and services is subject to the General Services Terms and, where applicable, the relevant service-specific terms. In the event of conflict between these Website Terms of Use and specific service terms, the service-specific terms prevail for the relevant service.

3. General Services Terms and Conditions

These General Services Terms and Conditions apply to registered users of the private interface and to the use of services made available through www.itcbenchmarking.org.

3.1. Acceptance at registration

By registering on the Website, the individual completing the registration declares that they have full capacity and authority to act for and on behalf of the relevant organization or company (the "User") and to bind that User to these General Services Terms.

3.2. Business-to-business services

The services are business-to-business services dedicated to BSOs and SMEs. They may be used only on behalf of the relevant organization or company and not as an individual consumer.

3.3. Account access

Only registered users may access the private interface and services, including viewing assessment results, conducting self-assessments, requesting assisted assessments, accessing service libraries and managing reports or other service deliverables.

3.4. Additional service terms

ITC offers multiple services. When a registered user starts or requests a specific service, the user must accept the service-specific terms applicable to that service. If these General Services Terms are inconsistent with the service-specific terms, the service-specific terms prevail for that service.

3.5. User responsibilities

The User is responsible for:

• ensuring that information submitted through the Website is accurate, complete and up to date;
• maintaining the confidentiality of usernames, passwords and account credentials;
• obtaining internal authorization before submitting service requests or accepting terms;
• using the Website and services only for lawful business purposes;
• marking information as confidential where appropriate and applicable;
• not uploading content that infringes third-party rights or contains malware, unlawful or harmful material.

3.6. ITC role

ITC provides the Website infrastructure and, depending on the service, may provide services directly or facilitate services delivered by ITC-certified BSOs or other partners. The relevant service-specific terms describe ITC's role for each service.

3.7. Information and deliverables

Assessment data, uploaded documents, reports, scores and other deliverables are used for service delivery, platform operation, quality control, methodology improvement, and anonymous or aggregated analysis, in accordance with the Privacy and Cookie Policy and the relevant service terms.

3.8. Disclaimers for services

Services and deliverables are intended to support learning, diagnosis, benchmarking, competitiveness and performance improvement. They do not constitute legal, financial, investment, tax or professional advice, and do not guarantee business performance, funding, certification, market access or compliance outcomes unless expressly stated in a specific agreement.

3.9. No warranty

The Website, private interface, services, reports and materials are provided without warranty or representation of any kind, except where expressly agreed in writing by ITC in a separate agreement.

3.10. Limitation of liability

To the fullest extent permitted under ITC rules and applicable privileges and immunities, ITC, the United Nations, the World Trade Organization and their respective officials, employees, agents and representatives shall not be liable for direct, indirect, incidental, consequential, special or other loss arising from use of the Website, the services, reports or deliverables.

3.11. Indemnity

The User agrees to indemnify and hold harmless ITC from and against any and all actions, claims, losses, damages, liabilities and expenses (including reasonable attorneys' fees) arising out or in connection with the User's use of services made available through www.itcbenchmarking.org or with any breach of these Terms and Conditions or Terms applicable to specific services available through www.itcbenchmarking.org.

3.12. Suspension and termination

ITC may suspend or terminate access to the Website or services where a user breaches applicable terms, misuses the system, compromises security, provides false information, infringes rights, or where required by ITC operational, legal or administrative needs.

3.13. Intellectual property

ITC retains ownership of the Website, service methodology, tools, indicators, scoring methods, templates, reports structure, training materials and related intellectual property. Users retain ownership of information and documents they submit, subject to rights granted to ITC to operate the Website, provide services and use anonymous or aggregated information.

3.14. Confidentiality

ITC will use reasonable efforts to protect confidential information made available by users and will process such information for the purposes of providing, managing, improving and reporting on services, subject to ITC policies, privileges and immunities, and the relevant service terms.

3.15. Amendments

ITC may amend these General Services Terms from time to time. Continued use of the private interface or services after an updated version becomes available constitutes acknowledgement of the updated terms.

3.16. Privileges and immunities and settlement of disputes

Nothing in these General Services Terms shall constitute a waiver of the privileges and immunities of ITC, the United Nations or the World Trade Organization.

ITC and a User (the "Parties") shall use their best efforts to amicably settle any dispute, controversy, or claim arising under or pursuant to these Terms and Conditions and in relation to the use of to the use of services made available through www.itcbenchmarking.org. Where the Parties decide to seek such an amicable settlement through conciliation, the conciliation shall take place in accordance with the Conciliation Rules then obtaining of the United Nations Commission on International Trade Law (hereinafter referred to as "UNCITRAL"), or according to such other procedure as may be agreed in writing.

Any dispute, controversy, or claim between the Parties arising under or pursuant to these Terms, unless settled amicably, within sixty (60) days after receipt by one Party of the other Party's written request for such amicable settlement, may be referred by either Party to arbitration in accordance with the UNCITRAL Arbitration Rules in force at the date of commencement. Arbitration shall be the exclusive mode of resolving disputes not settled amicably. The decisions of the arbitral tribunal shall be based on general principles of international commercial law. The arbitral tribunal shall have no authority to award punitive damages or interest. The Parties shall be bound by any arbitration award rendered as a result of such arbitration as the final adjudication of any such dispute, controversy, or claim.

4. BSO Self-Assessment Service Terms

The BSO Self-Assessment is an online benchmarking review dedicated to Business Support Organizations. It is an abridged version of the ITC Benchmarking methodology and provides a general overview of the Beneficiary's benchmark scores.

4.1. Acceptance and authority

By starting or requesting this service, the person accepting these terms declares that they have full capacity and authority to act for and on behalf of the relevant Business Support Organization (the "Beneficiary") and to bind the Beneficiary to these service terms.

4.2. Relationship with General Services Terms

These service terms apply in addition to the General Services Terms and Conditions. If there is a conflict, these service terms prevail for this service.

4.3. Service provision

The BSO Self-Assessment is free of charge and may be completed as many times as the Beneficiary wishes. It covers the four ITC Benchmarking areas: Leadership and Direction, Resources and Processes, Product and Service Delivery, and Results and Impact Measurement. It is based on a reduced set of performance indicators when compared with an Assisted Assessment.

4.4. Beneficiary input

The Beneficiary is expected to provide the information required by the online form and, where applicable, upload relevant supporting documents in the appropriate sections of its account.

4.5. Report

Upon completion, the platform automatically generates a report showing overall score, scores by benchmarking area, measure and indicator, and a snapshot of performance against available comparative references where available.

4.6. Use and limits of the report

The report is intended to help the Beneficiary identify strengths and weaknesses, prioritize improvement areas and set internal targets. Recommendations are generated from pre-defined content and are not tailored legal, financial or professional advice.

4.7. Timeline

Completion depends primarily on the Beneficiary's own timing in completing the online self-assessment. ITC does not guarantee uninterrupted access or any specific processing timeline beyond reasonable efforts to operate the platform.

5. BSO Assisted Assessment Service Terms

The BSO Assisted Assessment is an independent benchmarking review dedicated to Business Support Organizations, conducted by ITC and involving targeted interviews, observations, document review and related deliverables.

5.1. Acceptance and authority

By starting or requesting this service, the person accepting these terms declares that they have full capacity and authority to act for and on behalf of the relevant Business Support Organization (the "Beneficiary") and to bind the Beneficiary to these service terms.

5.2. Relationship with General Services Terms

These service terms apply in addition to the General Services Terms and Conditions. If there is a conflict, these service terms prevail for this service.

5.3. Service provision

A dedicated ITC assessment team, usually composed of two experts, provides the Assisted Assessment. The assessment may be delivered through an on-site mission of approximately one week or remotely through video interviews where agreed by ITC and the Beneficiary.

5.4. Assessment scope

The assessment covers operational and managerial performance as a first step for performance improvement. It normally includes the four ITC Benchmarking areas, digital readiness, organizational culture and other topics required by the context. It may also include a sustainability analysis covering areas such as environmental sustainability, gender inclusiveness, youth inclusiveness, social responsibility and decent work.

5.5. Beneficiary contributions

The Beneficiary shall make available the staff, documentation, facilities and non-financial resources required for effective delivery, including a liaison officer, qualified management and technical staff for interviews, requested documents and quantitative information, administrative support, meeting venues and facilitation of consultations with stakeholders where necessary.

5.6. Documents and preparation

Before the mission or remote assessment, ITC may request annual reports, strategic plans, organizational structure, financial plans or budgets, service portfolio information, results reports, audit reports, risk documents, HR documents, client records, IT architecture, operating manuals, communications documents, client satisfaction results and other relevant documents.

5.7. Report and deliverables

Upon completion, ITC prepares an Assisted Assessment Report with scores, analysis of strengths and weaknesses, comparison with relevant methodology references where available, and recommendations or areas for improvement. The report may be uploaded to the Beneficiary's account or otherwise shared with the Beneficiary.

5.8. Use and limits of the report

The report supports organizational performance improvement and internal decision-making. It does not constitute legal, audit, financial, certification or compliance advice, and does not guarantee any funding, recognition or performance outcome.

6. SME Diagnostic Self-Assessment Service Terms

The SME Diagnostic Self-Assessment is an online diagnostic tool aimed at measuring and strengthening the international competitiveness of micro, small and medium-sized enterprises.

6.1. Acceptance and authority

By starting or requesting this service, the person accepting these terms declares that they have full capacity and authority to act for and on behalf of the relevant SME (the "Beneficiary") and to bind the Beneficiary to these service terms.

6.2. Relationship with General Services Terms

These service terms apply in addition to the General Services Terms and Conditions. If there is a conflict, these service terms prevail for this service.

6.3. Service provision

The Self-Assessment allows the Beneficiary to conduct an online internal review of its performance using ITC's SME Diagnostic methodology. It follows the same general structure as the assisted diagnostic assessment but is shorter and offers a lower level of detail. It may be carried out free of charge and repeated as often as the Beneficiary wishes.

6.4. Assessment areas

The analysis covers four areas: Strategic Competence, Production Competence, Marketing Competence and Resource Management Competence. It follows a modular approach covering relevant capabilities and processes.

6.5. Beneficiary input

The Beneficiary is expected to provide the information required by the online form and mark data and information as confidential where applicable.

6.6. Report

Upon completion, the platform generates a report presenting scores, analysis against relevant averages or references where available, key strengths and weaknesses, and pre-written recommendations to guide future capacity-building and performance improvement.

6.7. Use and limits of the report

The report provides a baseline and helps the Beneficiary prioritize improvement actions. Recommendations are generated automatically and are not tailored professional advice.

7. SME Diagnostic Assisted Assessment Service Terms

The SME Diagnostic Assisted Assessment is an international competitiveness analysis service dedicated to micro, small and medium-sized enterprises. It may be delivered directly by ITC or by a BSO certified by ITC to deliver the SME Diagnostic Assisted Assessment.

7.1. Acceptance and authority

By starting or requesting this service, the person accepting these terms declares that they have full capacity and authority to act for and on behalf of the relevant SME (the "Beneficiary") and to bind the Beneficiary to these service terms.

7.2. Relationship with General Services Terms

These service terms apply in addition to the General Services Terms and Conditions. If there is a conflict, these service terms prevail for this service.

7.3. Assessing organization

The organization providing the service is the Assessing Organization. Where the assessment is delivered by a certified BSO, the assessment is performed by that certified BSO and not by ITC, unless ITC is itself the Assessing Organization.

7.4. ITC role where a certified BSO delivers the service

Where a certified BSO delivers the service, ITC provides the methodology and platform infrastructure but does not control or assume responsibility for the negotiation, execution, performance or quality of any separate service agreement between the certified BSO and the Beneficiary, except as expressly set out in the Certification Programme Terms or a separate written agreement.

7.5. Assessment scope

The assessment covers business operational and managerial performance as a first step for performance improvement. It normally covers Strategic Competence, Production Competence, Marketing Competence and Resource Management Competence and is carried out through targeted interviews, observations and document review.

7.6. Service agreement

The Assessing Organization and the Beneficiary may enter into a service agreement describing the scope, timeline, deliverables, logistics, fees, confidentiality arrangements and other operational details. Where such a service agreement exists, it applies together with these service terms and the General Services Terms.

7.7. Beneficiary input

The Beneficiary shall provide requested information, documents, access to staff and other non-financial support required for the assessment. The Beneficiary remains responsible for the accuracy and completeness of information submitted.

7.8. Report

Upon completion, the Assessing Organization prepares or finalizes the report, which may include scores, analysis of operational strengths and weaknesses, comparison with recognized good practice where available, and recommendations for capacity-building or improvement initiatives.

7.9. Use and limits of the report

The report is intended to support competitiveness and performance improvement. It does not constitute legal, financial, tax, audit, investment, compliance or certification advice and does not guarantee business outcomes.

8. ITC SME Diagnostic Certification Programme Terms

These Certification Programme Terms govern the certification of BSOs to deliver the SME Diagnostic Assisted Assessment using ITC's SME Diagnostic methodology and platform infrastructure.

8.1. Acceptance and authority

By applying for or participating in the ITC SME Diagnostic Certification Programme, the person accepting these terms declares that they have full capacity and authority to act for and on behalf of the relevant BSO and to bind that BSO to these terms.

8.2. Purpose and scope

The Certification Programme is a business-to-business service. It enables eligible BSOs that meet ITC certification requirements to become ITC-certified BSOs for the purpose of delivering the SME Diagnostic Assisted Assessment to SMEs, subject to these terms and any applicable project agreement, training contract or service agreement.

8.3. Definitions

For these terms, "Certification" means meeting and maintaining the requirements established by ITC for the SME Diagnostic Certification Programme. "ITC-certified BSO" means a BSO whose relevant staff have completed the required programme and whose organization meets the certification requirements. "Beneficiary" means the SME receiving the SME Diagnostic Assisted Assessment.

8.4. Certification framework

The scope, deliverables, training requirements, assessment requirements and obligations of the Certification Programme may be defined in a project agreement, contract for training or other written agreement between ITC and the BSO. In case of conflict, that written agreement prevails, followed by these Certification Programme Terms, followed by the General Services Terms.

8.5. Certification requirements

To obtain and maintain certification, the BSO must comply with all requirements established by ITC, including completion of relevant training, satisfactory performance in required assignments, use of the prescribed methodology, compliance with quality standards, and participation in any required refresher or re-certification process.

8.6. Use of certification signature

An ITC-certified BSO may use the relevant ITC certification signature or reference only in the manner authorized by ITC and only while certification remains valid. ITC may modify, suspend or withdraw the certification signature at its discretion.

8.7. Delivery of SME Diagnostic Assisted Assessments

When an ITC-certified BSO delivers an SME Diagnostic Assisted Assessment, it must ensure that the SME accepts the SME Diagnostic Assisted Assessment Service Terms and any applicable service agreement before the assessment is delivered. The certified BSO is responsible for its delivery, conduct, communications, costs, logistics, staff and service quality, except where ITC expressly agrees otherwise in writing.

8.8. Quality control and platform use

ITC may establish quality assurance requirements, reporting obligations, platform use rules, methodology requirements, audit or review procedures, and data handling standards. The certified BSO must cooperate with ITC in reasonable quality control, monitoring and methodology improvement activities.

8.9. No agency relationship

Certification does not create an employment, agency, partnership, joint venture or representative relationship between ITC and the certified BSO. The certified BSO shall not represent that it acts on behalf of ITC unless ITC has expressly authorized this in writing.

8.10. Suspension and withdrawal

ITC may suspend or withdraw certification where the BSO fails to meet certification requirements, misuses the certification signature, breaches applicable terms, fails quality standards, misrepresents its relationship with ITC, compromises confidentiality, or otherwise acts in a manner inconsistent with the objectives of the Certification Programme.

8.11. Confidentiality and data

The certified BSO shall handle SME information, assessment data, documents and reports confidentially and in accordance with the applicable service terms, privacy policy, service agreement and ITC requirements. Information uploaded to or generated through the platform may be used by ITC in anonymous or aggregated form for methodology, reporting and service improvement purposes.

8.12. Intellectual property

ITC retains ownership of the SME Diagnostic methodology, training materials, platform, scoring system, templates, certification signature, service names and related intellectual property. Certification grants only the limited rights expressly authorized by ITC.

8.13. Privileges and immunities

Nothing in these Certification Programme Terms shall constitute a waiver of the privileges and immunities of ITC, the United Nations or the World Trade Organization.

Annex: Service acceptance points

ITCbenchmarking.org consolidated legal framework