We collect personal information in order to operate more efficiently and provide you with professional user experience, while respecting your privacy. The channels through which we collect personal information include:

( 1 ) The information you provide directly to us ;

( 2 ) when you use OPPO customer service ;

( 3 ) from a third party channel.

The personal information we collect depends on the service functions you used, the environment you interact with us, the choices you make and your privacy settings. In order to provide you with personalized services, we may use your personal information collected via channels as described above for user profiling and behavioral analysis in order to show you, push you more appropriate information, devices or services, etc., as well as for better security and protection.

We will strictly abide by this Privacy Statement to use your personal information. Your personal information will only be used with your consent and for the purposes determined at the time of collection. When the personal information is used for any purpose that is not specified in this Privacy Statement or when the personal information collected for a specific purpose is to be used for other purposes, we will acquire your separate consent in advance.

We may, from time to time, share your personal information with our associated companies, strategic partners and service providers (such as online service providers, technology service providers, SMS service suppliers, etc.) who act on our behalf to assist in service provision, service follow-up, and satisfaction visits, etc.

We will communicate our privacy and security guidelines to these third-party service providers and take appropriate confidentiality and security measures to enforce the privacy safeguards with these third-party service providers based on relevant legal regulations and industry standards. We will also take all reasonably practicable organizational and technical measures to protect your personal information from unauthorized access, public disclosure, use, modification, damage, or loss through strict vendor management mechanisms. For example, we will use encryption technology for data transmission and security during storage.

We may collect your personal information for the provision of the following customer services:

[Interactive Voice Response (IVR) Service]

Our intelligent IVR service allow you to interact with our host system via telephone keypad or by speech recognition to better understand and resolve your inquiries, and provide you with a more convenient service experience.

When you use Intelligent IVR Service, we may recognize and collect the voice commands you provide and convert them into text for analysis, so please do not provide other personal information that is not required for the Services.

[Hotline Service Including Short Message Service (SMS) Service]

The hotline service includes our customer service hotline and SMS.

In order to facilitate respond to your inquiries, retrieve product technical issues and improve customer service experience, we may collect your name, phone number, call recording, device information (IMEI / SN), software version and other information needed for the provision of Hotline Services.

[E-mail Service]

You may contact our customer service via email at our official website. In order to facilitate respond to your e-mail inquiries, follow up product technical issues and improve customer service experience, we may collect your name, e-mail address, device information (IMEI / SN), software version and other information needed for the provisions of Services.

[Social Media Private Message Service]

You may contact our customer service through our social media official account (such as Facebook, Twitter, YouTube & Instagram,etc.). Social media private messaging services include robot services and human services.

In order to provide exclusive services and quickly retrieve service issues associated with past consultation records, when you use the social media private message service, you need to log in to your social media accounts, from which we may collect your name, e-mail address, device information (IMEI / SN) software version, phone number and other information needed for the provisions of Services.

[Maintenance Service]

In order to provide you with convenient and professional maintenance service, solve your device problems, diagnose fault causes, optimize product design and improve customer service experience, we may collect or require you to provide us with your name, telephone number, device information (IMEI / SN), software version, log information and other information required. Please take note that our service outlets are equipped with CCTV security system without biometric function for the purpose of supervision and inspection of store environment and service process. We will not process your personal information beyond the above purpose.

[Send-in-repair Service]

In order to provide you with convenient and professional Send-in-repair Service, correctly verify your identity and quickly contact you, we may collect or require you to provide us with your name, telephone number, e-mail address, location information (country, province, city, district, street, detailed address), device code (IMEI / SN) and other necessary information.

[Return and Exchange Service]

In order to provide you with efficient and secure return and exchange service, correctly verify your identity, detect product faults, and help you handle relevant business according to product fault detection results, we may collect or require you to provide us with your name, telephone number, e-mail box, location information (country, province, city, district, street, detailed address) and device code (IMEI / SN).

[Diagnostic Service]

When you authorize us to launch Diagnostic Services, we need to start " Diagnostic Tool Service" and other related applications on the mobile phone to assist technicians in detecting, diagnosing and fixing your mobile phone problems on the PC in the service center. If the version of the related application on your mobile phone is too old, we will update the application through plug-in update and push installation. If you disagree with the application update, we will not be able to provide you with diagnostic services. To identify your device problems and optimize iterative devices during diagnostics with related applications, we may collect information about your device ( IMEI, model, version, SN), base station ID, application version number, application usage record, application installation record, application deletion record, device reboot time, software information, software operation data, software fault information, SSID, Bluetooth record, network record, battery record, BSSID, location information (country, province, city, district, street, detailed address), Wi-Fi list, photo record and camera startup record, these information may be used for interface display, record reporting and log back under specific diagnosis and repair functions. We will only process your personal information within the minimum necessary scope to deal with your device issue.

[Service Progress Query]

You can inquire about the service progress through our official service website, My OPPO app, and OPPO's official customer service hotline.

In order to respond to your query and provide your maintenance service progress, we may collect or require you to provide us with your identification number, telephone number and device code (IMEI).

[OPPO Care]

You can obtain your service rights and interests by contacting customer service through OPPO official website. In order to respond to your inquiry and provide you with the protection service content, including device model, benefit type, benefit status, benefit start and end date, we may collect or require you to provide us with your device code (IMEI / SN).

The retention period of the personal information we collect shall be the minimum time necessary to achieve the purposes of collection outlined in this Privacy Statement or as provided by law or regulation. At the end of any retention period or when the conditions for deletion of such personal information are met, we will delete or process any personal information we collected through anonymization and other technologies, so that your information cannot be personally identified through the data.  Further, in the event that our products or services have been ceased, we will notify you by push notification, announcement, etc. and delete or process your personal information through anonymization and other technologies within a reasonable period of time. The retention period for the type of personal information collected by us are as follows.

Your name, phone number, e-mail address, profile picture, nickname and social media account will be encrypted and stored on our servers for 12 months from the date of your last contact with us.

Your service usage records, such as hotline inquiry records, e-mail inquiry records, instant message records, social media private message inquiry records and other OPPO customer service usage records, will be encrypted and stored in the server for 12 months from the date of your last contact with us.

Your device information (IMEI / SN) and software version will be encrypted, transmitted and stored in the server until the end of the product life cycle or will be retained for 10 years from the date you last contacted us, whichever is the shorter storage period.