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HMD Support Supplement

Effective November 1, 2023

This statement supplements HMD Global Privacy Policy for products and services.

HMD Support is HMD’s online consumer service which you can contact when you have an inquiry or a request concerning our products or services. You can contact us via support application on your device or by using the HMD Support chat or email form found on HMD's website. In some countries we also have a call service available. Your communication and interaction data are processed for the purposes of providing customer service, answering consumer requests, and for developing our services and products. We may, in accordance with applicable law, record your communication with our customer support.

HMD Support

Why are we processing your data?

1. Customer service and communication

We provide customer service and answer consumer requests. We can request your phone identification number (IMEI) and Phone Serial Number (PSN) to check the warranty period of your phone.

What data are we processing?

  • Communication and interaction data: Country, content of your request and other interaction with us, transcript, mobile device technical data, mobile device and software identifiers (e.g., IMEI, PSN and software version). In countries where we have a call service available, we also collect your phone number. We may record your communication with our customer support.
  • What is the basis for processing data? Contract between us.

2. Development of our products and services

We analyze data to understand our customers better and to improve our products and services.

What data are we processing?

  • Communication and interaction data: Country, content of your request and other interaction with us, transcript, mobile device technical data, mobile device and software identifiers (e.g., IMEI, PSN and software version). In countries where we have a call service available, we also collect your phone number. We may record your communication with our customer support.
  • What is the basis for processing data? Our legitimate interest of developing our products and services.

How long is the data retained?

Communication and interaction data is retained for 5 years after the last correspondence with the customer, or 12 months after the end of a subscription agreement, whichever is the latest.

Do we transfer personal data?

What personal data is transferred?

1. Communication and interaction data

Who are the recipients of the personal data and where are they located?

  • Cloud platform in the EU/EEA.
  • What are the transfer safeguards? Data in the EU/EEA.
  • Support service providers in the EU/EEA and outside the EU/EEA.
  • What are the transfer safeguards? Standard Contractual Clauses of European Commission are used with non-EU/EEA service providers.

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