The Support Site is operated by HUAWEI International Pte. Ltd. and its global affiliates, whose office is located at 51 Changi Business Park Central 2, #07-08 The Signature, Singapore 486066 (hereinafter referred to as "HUAWEI", "we", "us", or "our").
We understand the importance of your privacy. Please take the time to read this Privacy Notice carefully to understand how we will use your personal data.
This statement describes:
1. What data we collect
We may collect and process the following personal data about you, depending on the types of services you use on the Support Site:
1.1 HUAWEI ID account information: If you log in using your HUAWEI ID, the username, email address, phone number and profile picture registered with that HUAWEI ID account is shared with us from our HUAWEI affiliated company, HUAWEI Services (Hong Kong) Co., Limited.
1.2 Contact details: Name, email address, phone number, postcode and postal address, to contact you and as necessary to arrange device delivery/collection.
1.3 Device details: device model, Device Identifier(SN).
1.4 Customer services information: your contact details, questionnaire data, and a record of your HUAWEI Support query by email, live chat, and hotline or social media direct message.
1.5 Usage information and browsing history of this website and AI Bot (collectively as
“usage information”): usage metrics (including usage rates, occurrences of technical errors, settings
preferences, API calls, and other logs), user journey history (including clickstreams and page navigation,
URLs, timestamps, content viewed or searched for, page response times, page interaction information (such as
scrolling, clicks, and mouse-overs)) and similar data on this website and of AI Bot.
If you do not want your usage information to be processed, you may at any time unselect the Join the User
Experience Improvement Program button at the bottom of the Customer Support chat box. Note that this may
however affect your AI Bot consulting experience.
2. How we use your data
2.1 We process your following personal data to provide you with requested services and to fulfil our contractual obligations to you and for the associated purposes. Unless otherwise stated in this Statement, you will no longer be able to enjoy the relevant service(s) if you refuse the collection and processing of your personal data for these services.
(1) HUAWEI ID log-in: if you choose to log-in using your HUAWEI ID, we process your HUAWEI ID account information in order to provide logged-in services to you.
(2) Warranty-Query: to check your device is within warranties and repair in-warranty devices, we process your device details and customer services information.
(3) Repair Status Inquiry and Spare Part Price Query: we process your device details (SN) to enable you to track your repair Status online or to check product's spare part price.
(4) Appointment Service: we process your contact details and device details information to check your rights and interests (warranty status, screen protection etc.), quickly contact with you, and recommend service centers.
(5) Customer service: We use your contact details to contact you when diagnosing your device problems. We also process your customer services information for service backtracking and quality improvement.
(6) Artificial intelligence (AI) Bot: we process your device details and customer services information (including contact details) to
provideyou with the AI Bot service.
If you agree to conduct customer satisfaction survey, your customer services information (including contact details and questionnaire data, for e.g. your responses) will also be processed by us for purposes relating to the customer satisfaction survey. We may conduct the customer satisfaction survey using 3rd party survey platforms, such as SurveyMonkey where your personal data is collected through its platform. For more information on how SurveyMonkey uses and protects your personal data, please visit its official website, SurveyMonkey or contact them directly. We will not disclose any information obtained from these 3rd party survey platforms, except for purposes relating to the customer satisfaction survey.
If you disagree with the above collection and usage of your personal data, please do not proceed with the customer satisfaction survey.
We further process your usage information to improve your AI Bot consulting experience as well as our AI Bot
services in general. If you do not want your usage information to be processed, you may at any time unselect
the Join the User Experience Improvement Program button at the bottom of the Customer Support chat box. Note
that this may however affect your AI Bot consulting experience.
2.2 On the basis of our legitimate interests, we process the following data for the associated purposes:
Customer inquiries: we process your HUAWEI ID account information, your contact details and customer services information to assist you with your questions and queries, orders, returns, troubleshooting, FAQs, and all other customer inquiries, whether that inquiries is by hotline, email, live chat, hotline or social media.
2.3 On the basis of your consent, we process the following data for the associated purposes:
Marketing: with your consent, we process your email and/or phone number and cookie data for marketing purposes, including for customer satisfaction feedback surveys. You can object to the use of your personal data for marketing purposes at any time. For further details, please see Section 5: Your rights and choices. For further details on our use of cookies, please see our Cookies Notice. You have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before your withdrawal.
3. How we share your data
3.1 Sharing with service providers: We use third-party service providers, including payment services providers, customer service agents, survey platform operators and repair companies. They will have access to your personal data only as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal data for any other purposes.
3.2 Sharing within group companies: To check whether your device is within warranty, we will share your Device Identifier (SN) and proof of purchase with our HUAWEI affiliated company, HUAWEI Device Co., Ltd. in China, which records the date of activation of your device. We will also share non-personally identifiable information, such as device model and broken parts, with HUAWEI Device Co., Ltd., for the purposes of spare parts forecasting and repair supplier settlement.In order to improve our HUAWEI’s AI service technology, we share your anonymised AI Bot chat records with HUAWEI Device Co., Ltd. in China.
3.3 Legal or regulatory disclosures: HUAWEI may share your personal data to meet requirements of applicable law and regulation, in response to requests from regulators, courts or government agencies, or to establish or defend our legal rights.
3.4 Business reorganization: Your personal data may also be disclosed as part of merger, acquisition, sale of assets (such as service agreements) or transition of service to a HUAWEI group or other company.
Your personal data will be stored in Singapore. In the case where your personal data is transferred outside Singapore, HUAWEI complies with all applicable legal requirements to safeguard your personal data transferred or accessed outside of your country, by entering into contractual clauses to ensure that an equivalent level of data protection applies to your personal data.
4. How long we retain your data
We retain your personal data for no longer than is necessary. In particular:
4.1 HUAWEI ID account information: We retain your HUAWEI ID account information until you deregister your account.
4.2 Your repair service information: Device identifier (IMEI/SN) will be retained for up to 36 months from the date of your last contact with us. Name, Email address, address, phone number will be retained for up to 24 months from the date of your last contact with us.
4.3 When you consult with customer service personnel on Hotline, Live Chat, Social Media(web&App) and AI Chatbot, your device identifier, chat records, email address, phone number, voice and HUAWEI User ID will be retained on the server for two (2) years. Your usage information will also be retained on our will be retained on the server for two (2) years.
4.4 When you make query on warranty and repair status, the Device Identifier (SN) will be used to check the information. These information will be deleted immediately after use and will not be stored.
In relation to each of the retention periods above, you can specifically request for earlier deletion by exercising your rights of objection and erasure under Section 5: You rights and choices. Requests will be handled in accordance with applicable legal requirements.
5. Your rights and choices
| Your right | Description | How to exercise your rights? |
| Right of access | You can receive a copy of personal data we process. |
(1) Please log in, go to My Account/Account page then click your profile picture or nickname to User
Center to access your account information.
You can access your order information, address information, subscription information, and forum information on My Account/Account page. You can click the shopping cart icon to access your shopping cart. (2) You can exercise your data subject rights here. |
| Right of portability | You can receive certain data that you have provided to us in a machine-readable format. |
If you need to obtain a digital copy of your personal data:
(1) Please log in, and then click Profile on My Account/Account page. After that, choose REQUEST DATA from Profile menu to get your personal data. (2) You can exercise your data subject rights here. |
| Right of erasure | You can have your data erased under certain conditions. | (1)Please log in, delete order information and the information of recipient for frequent use on My
Account/Account page.
(2) You can exercise your data subject rights here. |
| Right of rectification | You can have your inaccurate data corrected and incomplete data completed. |
(1) Please log in, you can click Profile on My Account/Account page to edit your account information.
You can click Addresses on My Account/Account page to change the information of recipient.
(2) You can exercise your data subject rights here. |
| Withdraw consent | You can withdraw consents to the processing of personal data based on your consents. |
(1) If you want to unsubscribe from the electronic communications, in the email you receive, please
click the link for un-subscription. You can also go to My Account/Account page then click Subscriptions
for un-subscription.
(2) For notification, please go to your browser settings to withdraw your consent in the respective browser. |
| Right to object | You can object to processing of your data to certain purposes such as direct marketing. | You can exercise your right of objection here. |
| Right to restrict processing | You can restrict processing of your personal data under certain conditions. |
You have the right to request for restriction of processing of your data here under the following
scenarios: • The accuracy of your data is contested by you, and we need a period to verify the accuracy of your data. • Your data is unlawfully processed but you do not want to erase it. • You have a legal claim that you need to establish, exercise, or defend, and you requested us to keep your data when we would not keep it otherwise. • Your request for objection is pending our verification. |
If you have any complaint or query about how HUAWEI processes your personal data, please submit your query here.
You can also contact our Data Protection Officer, which office locate at:
HUAWEI International Pte. Ltd.
51 Changi Business Park Central 2
#07-08 The Signature
Singapore 486066
Email: dpo.sg@huawei.com
You also have the right to complain to your local data protection authority.
6. Updates to this notice
HUAWEI reserves the right to update this Notice at any time. Should this Notice be updated, HUAWEI will release the change notice via various channels, including posting the latest version on our official website: https://consumer.huawei.com/sg/support/.
The most current version of this Privacy Notice will always be available here. You can check the “effective date” posted at the top to see when this Privacy Notice was last updated.
IMPORTANT: This Privacy Notice applies to the Support Site only. For our privacy commitments in relation to other products and services, please see the applicable privacy notice of those products and services. If you want to learn more about HUAWEI’s privacy commitments in general, please read our HUAWEI Consumer Business Privacy Statement.