Akuvox Ticket Privacy Policy

Modified on Thu, 6 Nov at 10:57 AM

Last Updated: November 2025
Effective Date: November 6, 2025

Notice:
Your trust is essential to us, and we are fully aware of the importance of your personal information. We will adopt protective measures in accordance with legal requirements to protect your personal information and ensure it remains under our control. In light of this, Rui Yun Lian (Xiamen) Networks Communications Technology Co., Ltd., a company established under the laws of the People's Republic of China, with its address at No. 666 Hu'an Road, Huli District, Xiamen, China, Registration Number: 91350200705487306K (hereinafter referred to as "Akuvox," "we," "us") has formulated this privacy policy (this "Policy"), which outlines the basis for our processing of your personal information.

Before using or browsing the Akuvox Ticket platform, please read this Policy carefully. You may use the relevant products or services only after fully understanding and agreeing to the terms of this Policy. Your use of the Akuvox Ticket platform indicates that you have fully understood and agreed to all terms of this Policy.

Relevant Definitions:
Akuvox Ticket Platform User (hereinafter referred to as "User" or "You"): Refers to an individual who registers, logs in, and uses the Akuvox Ticket platform. If you use Akuvox Ticket and wish to understand how related data is collected and processed, please refer to the privacy policy for that product or service.

This Policy will help you understand:

AKUVOX TICKET PRIVACY POLICY
I. How We Collect and Use Your Personal Information
II. How We Share, Transfer, and Disclose Your Personal Information
III. How We Protect Your Personal Information
IV. How Long We Retain Your Personal Information
V. How You Can Manage Your Personal Information and Your Rights Regarding Personal Information
VI. Third-Party Service Providers and Partners
VII. Updates and Notices Regarding This Policy
VIII. How to Contact Us

I. How We Collect and Use Your Personal Information

1.1 What Information We Collect

Personal information refers to any information relating to an identified or identifiable natural person ("data subject"); anonymous information is excluded. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier, or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that natural person. In order to provide you with our services, we need you to provide the information necessary for using those services. We will only collect information necessary for specified, explicit, and legitimate purposes and ensure that this information is not further processed in a manner incompatible with those purposes. You have the right to choose whether to provide the information we request. However, in some cases, if you choose not to provide it, Akuvox may not be able to provide you with the corresponding service or respond to or resolve your issues.

Depending on the services you choose, we may collect one or more of the following types of information:

1.1.1 Information You Actively Provide

Depending on the services you choose, we collect the personal information you actively provide when using the corresponding services.

Account Creation. We collect the personal information you provide to us when creating, modifying, or logging into an Akuvox Ticket account, including the username you enter, your company name, your job title, the company name of the distributor from whom you purchased Akuvox products, your region, country, and city, selected account type (End User, Partner, or Distributor), setting and confirming your login password, and providing your email address. The email address you submit will be used to receive verification codes during registration, login, account binding, and password recovery, and will serve as one of the designated contact methods between you and Akuvox for receiving relevant business notifications (such as service platform upgrades) and the after-sales services you specify (such as troubleshooting).
Reporting Technical Issues. The ticket platform is the sole official channel for reporting all technical issues to the Akuvox support team, covering inquiries, hardware issues, bugs, and new feature requests. When you use the ticket platform, you may need to submit a problem description, issue type, priority, email, company name, distributor, quantity of faulty units, and information about the purchased products, such as product category, product model, firmware version, SN, MAC, whether it is DOA, and attachments (users can choose whether to submit attachments, which may contain device problem logs, user account information, etc.). This content primarily consists of product information and does not involve excessive personal information. To use the ticket service, you need to provide necessary information. Submitting all information is voluntary. If you are unwilling to submit it, Akuvox will be unable to provide you with the corresponding service.
Warranty Service.When you use the warranty maintenance system, you may need to submit your phone number, complete address, device MAC, and SN.
- Pre-sales Consultation. You may choose to consult about pre-sales procurement of products and solutions. If you choose to participate, we may collect information such as your name, email address, company name, country/region, product interests, phone number, job title, and your requirements.
- Participating in User Research. If you are willing, you can participate in Akuvox user research. If you choose to participate, we may collect information such as your name, email address, region, position at Akuvox, age, employment status, usage of communication products, and opinions on improvements to Akuvox products/services. Akuvox may provide gifts to individuals participating in the research. These surveys are designed to help us understand which types of products are most effective for customers and find the best advertising methods to attract new customers. Your participation in our user research is entirely voluntary.

1.1.2 Information We Collect During Your Use of Services

Device and Network Information. When you use Akuvox products and services, we collect device-related information, such as IP address, device model, firmware version, SIP account, etc.
Interaction Record Information. This type of information is directly submitted by you to us when you use our website, products, or services and interact with us. For example, information requests you provide to us, including query information you enter or questions/information raised to obtain customer support, information uploaded for feedback purposes. Records of your communications with us online or via email, etc.

1.2 How We May Use Your Personal Information

1.2.1 Creating an Account.
You can choose to create an Akuvox Ticket account to better use our services. This account can be used for identity verification when using Akuvox products and services, contacting you, and sending you important notifications. We may send messages and notifications to your email address to provide basic functions or operational maintenance services for our products and/or services, including but not limited to verification codes required for subscribing to services, push notifications required for using services, etc. If you refuse to provide such information, you will not be able to use our products and/or services normally.

1.2.2 Providing Basic Functions of Products or Services.
To provide you with the basic functions of our products or services, we need to collect information necessary to achieve the purpose of the service. For example, to provide maintenance services, we need to collect your username, email, company code, and company name necessary for direct communication and conducting after-sales services, as well as terminal information (including SN code, Mac address) necessary for terminal operation and maintenance. The personal information used for this purpose is information you must authorize us to collect and use. If you refuse to provide this information, you will not be able to use our products and/or services normally.

1.2.3 Recommending Related Content, Maintaining, and Improving Our Services.
We may send marketing information to the contact methods you provide, including but not limited to information about new Akuvox products, user research questionnaires. If you refuse to receive marketing information, you can click "Unsubscribe" in the received marketing information, and you will not receive them afterwards.

1.2.4 Responding to Your Interaction Requests.
When you visit our website, participate in online or offline activities, contact us with any questions or for product information (e.g., providing technical support, giving us opinions, suggestions, inquiries, etc.), we need to collect your contact information and the content of your communication with us.

1.2.5 For data analysis, research, and development of statistical information related to the use of our products or services, etc., to better improve our products or services.

1.3 Scope of Processing

In the process of providing you with business functions or detailed services, we will collect, use, store, protect, and more broadly process your personal information in accordance with this Policy and the corresponding product service terms; if it is necessary to collect your personal information beyond the scope of this Policy, we will separately explain the scope and purpose of the information collection, and will only collect information within the scope strictly necessary for providing the corresponding service and with your consent.

1.4 Data Minimization

We ensure that your personal information is used for necessary business purposes. Internal management personnel will only access necessary information according to their roles. The personal information we collect will not exceed the scope necessary to achieve the purpose of the product or service.

II. How We Share, Transfer, and Disclose Your Personal Information

2.1 We will not share, provide, disclose, sell, rent, or trade your personal information with any unrelated third party, unless we or that third party have obtained your permission in advance, and we are jointly or solely providing services to you, and that third party will be prohibited from accessing this information after the service is completed, including all materials it may have accessed previously.

III. How We Protect Your Personal Information

3.1 We take the security of your personal information very seriously. We take appropriate technical and organizational measures to protect your personal information from any internal or external unauthorized access, or any loss, misuse, arbitrary alteration, or damage.

We have specifically implemented the following measures:

Pseudonymization and encryption of personal data;
Ensuring the confidentiality, integrity, availability, and resilience of processing systems and services;
The ability to restore the availability and access to personal data in a timely manner in the event of a physical or technical incident;
A process for regularly testing, assessing, and evaluating the effectiveness of technical and organizational measures for ensuring the security of processing.

For example, this means:

We have implemented controlled access mechanisms to ensure that your personal information can only be accessed by authorized personnel;
We use encryption technologies (e.g., TLS, SSL) to ensure the confidentiality of personal information;
We have implemented protection mechanisms to prevent systems from being attacked;
We strictly restrict the range of personnel who can access information. Personnel authorized to access your personal information and acting on our behalf are also bound by the same rules in this Policy and have an obligation to keep your personal information confidential according to their applicable codes of conduct and professional standards.

3.2 All Akuvox ticket accounts have security protection measures. Please keep your username and password information safe. Please safeguard your personal information and only provide it to others when necessary. Please use the product correctly and legally, otherwise others may have the opportunity to access your information and communication content. Do not disclose your account, password, or other detailed information. Akuvox assumes no responsibility for any leakage of personal information resulting from you disclosing your password or sharing your account with others. If your account is accessed illegally, please inform us immediately. Please change your password regularly.

3.3 In the event of a security incident such as a personal information breach, we will initiate emergency response plans to minimize the impact of the incident and, in accordance with relevant legal and regulatory requirements, inform you via push notifications, emails, announcements, etc.

IV. How Long We Retain Your Personal Information

4.1 We promise that the retention period for your personal information will not exceed the period necessary for the purposes outlined in this Policy for each category of personal information or as required to comply with applicable data protection laws. Furthermore, we will endeavor to ensure that any irrelevant or redundant data is deleted or anonymized as soon as possible. Generally, the issues you submit on the ticket platform will be retained permanently for subsequent traceability and querying. You can also contact us to delete relevant Tickets.

V. How You Can Manage Your Personal Information and Your Rights Regarding Personal Information

5.1 You should ensure that all personal information you submit is accurate. Akuvox will endeavor to maintain the accuracy and integrity of your personal information and update this information promptly. In accordance with applicable laws, you have the following rights:

You have the right to request that we provide you with a copy of any personal data we hold relating to you in a machine-readable format.
You have the right to request that we update, correct, supplement, delete, or restrict the processing of your personal data if it is incorrect, incomplete, or processed unlawfully.
You have the right to object to our processing of your personal information. If you object to processing based on legal reasons, we will stop processing your personal information; however, if there are compelling legitimate grounds for processing which override your interests, rights, and freedoms, or for the establishment, exercise, or defense of legal claims, we will continue processing your personal information.
If you wish to exercise relevant rights, please notify us at support@akuvox.com. Typically, we will respond within 30 days, unless otherwise required by applicable law. Depending on the complexity of your request, we may extend the deadline by up to two months. In such cases, we will inform you of the extension and the reason for it within 30 days of receiving your request. For security reasons, you may need to make a written request, and we may require you to provide proof of identity. If we have reasonable grounds to believe that a request is manifestly unfounded or excessive, particularly due to its repetitive character, we may refuse to act on the request. If you believe your rights have not been respected after contacting us, you have the right to lodge a complaint with a supervisory authority.

5.2 In accordance with applicable laws, you may have the right to withdraw your consent. However, the withdrawal of consent will not affect the lawfulness and validity of the processing of your personal information based on your consent before its withdrawal, nor will it affect the processing of personal information based on other appropriate legal grounds. Please note that, depending on the scope of information you authorized us to process, this may result in you being unable to use Akuvox products or services.

5.3 Account Deletion
If you wish to delete your account information, you can provide feedback on the ticket platform or send an email to support@akuvox.com to request deletion of your ticket account.

VI. Third-Party Service Providers and Partners

We may engage third-party service providers (© Refreshing Cloud Business Suite | Privacy Notice Freshworks Inc) to assist us with the data processing activities described in this Policy, including encoding, data storage, data querying, etc. Our categories of service providers and partners include hosting/infrastructure/storage providers, payment service providers, analytics tool providers, customer support tool providers, and marketing and email providers. We contractually prohibit these third-party service providers from selling the data obtained from us and require them to use only part of the data and only perform the services requested by Akuvox, unless otherwise required by applicable law. We make strong commitments regarding these third-party service providers' compliance with security and data privacy regulations. Beyond this, we do not permit any third party to process your personal data in any manner.

We have entered into relevant data processing agreements with all third-party service providers as required.

VII. Updates and Notices Regarding This Policy

Akuvox reserves the right to update or modify this Policy from time to time. We may make such updates or modifications occasionally to comply with applicable laws or for other reasonable reasons (e.g., if the processes described in this Policy change). If any modifications are made, we will post the latest privacy policy here, and the modified policy will take effect immediately upon posting. If any material changes to this Policy result in the reduction or change of your rights under this Policy, we will notify you via email or other feasible means before the changes take effect. We recommend that you review this Policy periodically for the latest information.

VIII. How to Contact Us

If you have any questions about this Policy or wish to exercise your rights regarding the control of personal information, you can contact us through the following methods.

AKUVOX (XIAMEN) NETWORKS CO., LTD
Address: 10/F, No.56 Guanri Road, Software Park II, Xiamen 361009, China
Support@akuvox.com