Regional Service Terms

Standard Service Terms}

The following are the regional service terms for CCAI Platform.

  1. Applicability and Definitions. These regional terms apply solely with respect to the provision of CCAI Platform to End Users located in the countries listed below:

    • United States
    • Canada
    • France
    • Germany
    • Italy
    • Spain
    • United Kingdom

    (The "Service Countries", are each a "Service Country")

    Capitalized terms used and not defined in these Regional Terms have the meanings given elsewhere in the Agreement. If there is a conflict between these Regional Terms and other URL Terms applicable to CCAI Platform, the Regional Terms will control.

  2. Network Security and Management. GTSP will implement and maintain technical and organizational measures to prevent, react to, and mitigate security incidents and to manage capacity on its networks, as described in the Data Processing and Security Terms, and elsewhere in the Agreement.

  3. Emergency Services Calls. The national emergency access numbers for each Service Country are as follows:

    Country Emergency Numbers
    France 112, 15, 17, 18, 115, 119, 116000, 114, 191, 196, 197, 116117
    Germany 110, 112
    Italy 112, 113, 114, 115, 118
    Spain 112, 085, 1006, 061, 062, 080, 091, 092, 016, 065, 116000
    United Kingdom 112, 999, 116000
    Canada 911
    United States 911. 988

  4. Complaints Handling. The Agreement sets out the terms and conditions on which Customer will be provided with technical support for CCAI Platform.

    If Customer is unhappy with CCAI Platform, Customer should contact Customer Care. Each individual query/complaint will be separately recorded and all CCAI Platform Customer Care advisors have access to these details. If Customer's complaint is unresolved after 10 working days, CCAI Platform Customer Care will communicate the next steps by which Customer can progress the complaint. The team will provide notification of resolution of the complaint to the Customer. Details of complaints will be retained for a minimum of one year following the resolution of a complaint. If, at the end of the complaints process provided for above, Customer believes its complaint has not been properly addressed, Customer has the right to refer a dispute to a local ombudsman service scheme in one or more of the Service Countries. Referral to any such ombudsman scheme by Customer is without prejudice to any dispute resolution procedure provided for under the Agreement including the Service Specific Terms. The contact details of ombudsman service schemes for each Service Country are set out below:

    Country Ombudsman Services Scheme
    France See paragraph 1 of Annex 1 (Supplemental Terms for CCAI Platform Provided in France)
    Italy See paragraph 1 of Annex 5 (Supplemental Terms for CCAI Platform Provided in Italy)
    Spain Oficina de Atención al Usuario de Telecomunicaciones Secretaría de Estado para el Avance Digital. Sede central: P. de la Castellana, 162. 28071

    • Madrid Phone: 911 81 40 45 and 901 33 66 99
    United Kingdom CISAS 70 Fleet Street London EC4Y 1EU Phone: +44 (0)20 7520 3814 Email: cisas@cedr.com Web: www.cedr.com/consumer/cisas

Further specific dispute resolution procedures for some Service Countries are set out in the Annexes.

ANNEX 1

SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN FRANCE

  1. Alternative Dispute Resolution
    • All disputes arising out of or in connection with the validity, interpretation, performance, non-performance or termination of the Agreement in relation to CCAI Platform shall be submitted to mediation under the CMAP (Centre for Mediation and Arbitration of Paris, Paris Chamber of Commerce and Industry - 39, avenue Franklin D. Roosevelt, 75008 Paris - https://www.cmap.fr/) Rules of Mediation to which the parties undertake to adhere, and in the event that no settlement is thereby reached, to the personal jurisdiction and venue of the courts set out in the Agreement.

ANNEX 2

SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN SPAIN

  1. SLA Compensation
    • If GTSP does not meet the SLA, then upon Customer request GTSP will provide any legally required refunds to Customer. Such refunds will be without prejudice to other remedies described in the SLA.

ANNEX 3

SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN THE UK

  1. Complaints Handling Code of Practice for Small Business Customers
    • This Annex applies to "Small Business Customers" which means Customers who carry on a business in the UK for which no more than ten individuals work (whether as employees, volunteers or otherwise), but who is not a regulated communications provider. Customer may make a complaint via Customer Care. Customer has the right to take a complaint to the Ombudsman Services Scheme if: (i) the following 3 points are met: (a) GTSP has told Customer the outcome of its investigation into the complaint; (b) Customer has told GTSP that the proposed outcome does not resolve Customer's complaint to its satisfaction; and (c) GTSP does not intend to take additional steps to resolve the complaint to Customer's satisfaction that would produce a different outcome; or (ii) the complaint remains unresolved 8 weeks after the date the complaint was first received.

ANNEX 4

SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN CANADA

  1. 9-1-1 Emergency Services Calling a. Call Routing. CCAI Platform calls to 9-1-1 in Canada will be routed to a national emergency services call center, instead of the PSAP corresponding to the calling End User's service address. b. Limitations. CCAI Platform does not support delivery of a privacy indicator when invoked by an End User; provision of automated universal per-call blocking of calling line identification; provision of per-line call blocking of qualified End Users; disallowance of Call Return to a blocked number; and the provision of universal call trace.

ANNEX 5

SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN ITALY

  1. Alternative Dispute Resolution
    • Customer has access to the dispute resolution procedures provided for by the Italian Communications Regulatory Authority (Autorità per le Garanzie nelle Comunicazioni – "AgCom") through its decision No. 353/19/CONS before the relevant Regional Communication Committee (Comitato Regionale per le Comunicazioni – "Co.re.com.") with territorial responsibility and AgCom (Address: Centro Direzionale, Isola B5 - 80143 Napoli, Tel. 0817507111, Fax 0817507616).