Country Specific Communications Service Terms

Last Updated: February 24, 2023

These terms and conditions govern your access to and use of certain communications services (AWS Cloud WAN, Chime PSTN and the Connect PSTN, collectively the “Communications Services”), in specific countries. These additional terms supplement the terms and conditions contained in the AWS Customer Agreement or other agreement with us governing your use of the Services (the “Agreement”), and the AWS Service Terms.

1. European Economic Area, Switzerland, and United Kingdom

This section applies to customers use of the Chime PSTN or Connect PSTN services (the applicable Communications Services for this section) in the European Economic Area, Switzerland, or the United Kingdom, or with an AWS account registered in those areas.
 
1.1. The applicable Communications Services are provided by AMCS LLC (“AMCS”), which has its registered office at 251 Little Falls Drive, Wilmington, Delaware 19808, USA.
 
1.2. Under national laws in the European Economic Area and the United Kingdom implementing the European Electronic Communications Code (as established by Directive 2018/1972) (the “EECC”), certain consumer protection rights are extended to microenterprises, small enterprises and not-for-profit organizations (as defined for purposes of the EECC) unless such rights are explicitly waived by the subscriber.
 
1.3. If you are a microenterprise, small enterprise or not-for-profit organization and we provide you services subject to the EECC within the European Economic Area or United Kingdom, you hereby agree to waive any rights under:
  • Article 102(1) EECC, which allows you to receive certain pre-contractual information,
  • Article 102(3) EECC, which allows you to receive a contract summary,
  • Article 102(5) EECC, which allows you to have a facility to monitor service usage and receive a notice before a consumption limit is reached,
  • Article 105(1) EECC, which limits the maximum contract duration to 24 months for certain services,
  • Article 107(1) EECC, which extends other rights in the EECC (including Articles 102(3) and 105(1) as described above) to all services provided under the same AWS Customer Agreement, and
  • Article 107(3) EECC, which limits the initial contract duration for certain services if additional services or devices are purchased.

1.4. Austria

1.4.1. Description of the Services

The Chime PSTN Service and Connect PSTN Service are described in Sections 53.2 and 54.1, respectively, of the AWS Service Terms.

 

1.4.2. Compensation and refund arrangements

If AMCS breaches its contractual obligations by failing to provide the applicable Communications Services, any compensation, refund or indemnification will be determined in accordance with the Agreement.

 

1.4.3. Contract Terms and Conditions

Standard contract terms and conditions for the applicable Communications Services are provided in the Agreement and the AWS Service Terms.

 

1.4.4. Complaints and Dispute Resolution

If a complaint regarding the applicable Communications Services has not been resolved, you may file for mediation of your complaint with the Austrian Regulatory Authority (RTR-GmbH) at www.rtr.at. The mediation procedure is without prejudice to the jurisdiction of the civil courts and will be carried out in accordance with the applicable conciliation guidelines of the RTR-GmbH. AMCS is obliged to contribute to such procedures.

1.5. Belgium

 

1.5.1. Complaints and Dispute Resolution

You may submit any service-related complaint online through the AWS Management Console. If a complaint regarding the applicable Communications Services has not been resolved, you may file for mediation of your complaint with the Telecommunications Ombudsman’s Office at www.ombudsmantelecom.be/.

1.6. Ireland

 

1.6.1. Code of Practice for Complaints Handling

 

1.6.1.1. How to make a complaint. You may submit any service-related complaint online through the AWS Management Console. You may also submit a service-related complaint by phone:

 

Online

Sign in to the AWS Management Console and create a support case by choosing Support Center and selecting Create case. A case can be created for account and billing support and technical support.

 

Phone

Call your AWS support agent.

 

1.6.2. Timelines

Once created, support cases are entered into a case management system, which routes cases to the correct member of the support organization, ensures that cases are processed within required timeframes, and allows customers to check status of their case. Complaints filed online will be responded to within two (2) business days. Complaints filed by phone during normal business hours will be addressed by a support agent who will attempt to resolve the issue during the phone call. If the issue is not resolved immediately, you will be instructed on the steps to be taken to investigate the matter further. AMCS aims to resolve all complaints related to the applicable Communications Services within seven (7) business days of receipt. If unsatisfied with the manner in which the complaint is managed, you may request an escalation. AMCS will evaluate the complaint within seven (7) business days of receipt.

 

1.6.3. Complaints and Dispute Resolution

If your complaint regarding the applicable Communications Services is not resolved within ten (10) business days after it has been submitted or if you receive a letter from AMCS stating that AMCS has reached a final decision, you may refer the complaint to ComReg, Ireland’s communications regulator. See ComReg’s website for more information regarding its investigation of complaints at https://www.comreg.ie/advice-information/consumer-care. After all complaint handling procedures have been exhausted, ComReg will accept a complaint from a customer and attempt to resolve an outstanding dispute.

 

1.6.4. Refund Policy 

Refund policy information is described in the Agreement.

1.7. Norway

 

1.7.1. Call Routing

Calls will be routed through equipment located in the European Economic Area and the United Kingdom.

1.8. Switzerland

 

1.8.1. Complaints and Dispute Resolution 

Regarding any unresolved disputes with AMCS related to the applicable Communications Services, you may file a complaint with the Swiss Ombudsman (https://ombudscom.ch/).

1.9. United Kingdom

 

1.9.1. Complaint Handling Code

This Complaint Handling Code applies to small business customers (organizations with 10 employees or less) and consumers in the United Kingdom with respect to the applicable Communications Services in accordance with UK communications regulations.

 

1.9.2. How to make a complaint

You may submit any service-related complaint online through the AWS Management Console. You may also submit a service-related complaint by phone:

 

Online

Sign in to the AWS Management Console and create a support case by choosing Support Center and selecting Create case. A case can be created for account and billing support and technical support.

 

Phone

Call your AWS support agent.

 

1.9.3. Timelines

Once created, support cases are entered into a case management system, which routes cases to the correct member of the support organization, ensures that cases are processed within required timeframes, and allows customers to check status of their case. Complaints filed online will be responded to within two (2) business days. Complaints filed by phone during normal business hours will be addressed by a support agent who will attempt to resolve the issue during the phone call. If the issue is not resolved immediately, you will be instructed on the steps to be taken to investigate the matter further. AMCS aims to resolve all complaints related to the applicable Communications Services within seven (7) business days of receipt. If unsatisfied with the manner in which the complaint is managed, you may request an escalation. AMCS will evaluate the complaint within seven (7) business days of receipt.

 

1.9.4. Alternative dispute resolution 

If a complaint is not resolved after eight (8) weeks of submission or if you receive a letter stating that AMCS has reached a final decision, you may refer the complaint to Ombudsman Services, which is a third party approved by Ofcom to deal with complaints regarding the applicable Communications Services. Ombudsman Services is independent of AMCS and will render an impartial decision on the merits of the complaint. There is no cost for referring a complaint to Ombudsman Services. All complaints must be sent to Ombudsman Services within twelve (12) months of filing the complaint with AMCS. The steps for referring a complaint to Ombudsman Services can be found on the Ombudsman Services’ website. 

 

The Ombudsman Services may be reached by filling out a contact form on the Ombudsman Services’ website or by phone, letter, or e-mail:

 

Contact Form: https://www.ombudsman-services.org/complain-now

 

Phone: 0330 440 1614 Fax: 0330 440 1615

Textphone: 0330 440 1600 
E-mail: enquiry@ombudsman-services.org

 

Letter:

Ombudsman Services: Communications
PO Box 730

Warrington

WA4 6WU

2. South Korea

This section applies to customers use of the AWS Cloud WAN, Chime PSTN, or Connect PSTN services (the applicable Communications Services for this section) in South Korea, or with an AWS account registered in South Korea.
 
2.1. Service Provider
The applicable Communications Services are sold by Amazon Web Services Korea LLC (“AWSK”) in South Korea, but are otherwise subject to the terms of the Agreement.
 
2.2. Service Interruption
In case AWSK becomes aware of any interruption or impairment in service that is subject to the notice requirement pursuant to the Telecommunications Business Act, AWSK and its affiliates will notify you accordingly. In case you experience any service-related interruption or impairment, you may contact AWS Support to receive technical assistance and support.
 
2.3. User Protection
As required by applicable law, AWSK will maintain and operate a user protection (customer support) organization consisting of at least one (1) full time employee for stable provision of the service and handling of customer complaints.
 
2.4. Complaints and Dispute Resolution
You may submit any service-related complaint through the AWS Management Console. AWSK is required by law to provide you with information regarding its complaint handling process and procedures, which are described below:
 

Type of Complaint

Customer Handling Process & Procedures

Processing Period

Service Quality

(e.g., call quality, service disruption)

Agent will investigate the issue and help the user fix the issue. If the user cannot fix the issue, the agent will escalate the issue to the relevant product team for further investigation and resolution.

Immediately

Service Operation

(e.g., adding or transferring phone numbers, adding a new branch office)

Agent will escalate the request to the relevant product team.

Usually within 5 days, but faster for urgently escalated requests

Invoicing Matters

(e.g., invoice not received, unexpected charges, adding or transferring phone numbers)

Agent will investigate the issue and explain any details to the customer. In the event of an error by AWSK, the agent will correct the invoice and process any refund owed.

Within 5 days for correcting invoices and refund processing; otherwise immediately

Termination

Agent will assist the customer in terminating their service.

Immediately
 
2.5. Discontinuance
In case the service will be discontinued indefinitely, or the availability of the service will be limited temporarily, for operational or business reasons within the meaning of Article 19 of the Telecommunications Business Act, AWSK and its affiliates will notify you and submit a report to, or obtain an approval from, the Ministry of Science & ICT of South Korea as required by applicable law within the prescribed timeframe thereunder.