- 1. Applicability and Definitions
The Regional Terms (including the country-specific annexes) are a part of the Service Specific Terms, and apply solely with respect to the provision of Google Voice to End Users located in the countries listed below:
- United Kingdom
(the "Service Countries”, and each a “Service Country”)
Capitalized terms used and not defined in these Regional Terms have the meanings given in the Service Specific Terms or elsewhere in the Agreement.
If there is a conflict between these Regional Terms and other URL Terms applicable to Google Voice, the Regional Terms will control.
- 2. Quality of Service
GTSP will provide Google Voice in accordance with the SLA.
- 3. 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 Cloud Data Processing Addendum and elsewhere in the Agreement.
- 4. Emergency Services Calls
Access to and limitations with respect to emergency access numbers are described in Section 8.8 (Emergency Services) of the Service Specific Terms.
The national emergency access numbers for each Service Country are as follows:
Country Emergency Numbers Belgium 100, 101, 102, 103, 104, 105, 106, 107, 108, 110, 112, 116, 117, 119 Denmark, Netherlands, Sweden 112 France 112, 15, 17, 18, 115, 119, 116000, 114, 191, 196, 197, 116117 Germany 110, 112 Ireland 112, 999 Italy 112, 113, 114, 115, 118 Portugal 112, 117 Spain 112, 085, 1006, 061, 062, 080, 091, 092, 016, 065, 116000 Switzerland 112, 117, 118, 143, 144, 147 United Kingdom 112, 999, 116000 Canada 911 United States 911, 988
In Canada and certain other locations, the number and location provided by the emergency caller must be verbally provided by Google's emergency operator to the appropriate PSAP; if, however, the caller is unable to provide their location to the operator, the caller will be routed to the PSAP that services the caller's registered address.
- 5. Complaints Handling
The Agreement sets out the terms and conditions on which Customer will be provided with technical support for Google Voice in accordance with the Google Workspace Technical Support Services Guidelines.
If Customer is unhappy with Google Voice, Customer should contact Google Voice Customer Care at https://support.google.com/a/contact/gsuite_voice_complaints. Once your complaint is submitted to Google Voice Customer Care, the team will endeavour to resolve your complaint within 10 working days. Each individual query/complaint will be separately recorded and all Google Voice Customer Care advisors have access to these details. If your complaint is unresolved after 10 working days, Google Voice Customer Care will communicate the next steps by which you 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 Belgium French-language: Service de médiation pour les télécommunications Boulevard Roi Albert II 8 boîte 3 1000 Bruxelles Tél : 02 223 06 06 – Fax 02 219 77 88 E-mail: email@example.com
Dutch, English or German-language: Ombudsdienst voor Telecommunicatie Koning Albert II-laan 8 bus 3 1000 Brussel Tel : 02-223 09 09 – Fax : 02-219 86 59 E-mail: firstname.lastname@example.org
Web (multi-language): https://www.ombudsmantelecom.be
Denmark Danish Business Authority Langelinie Allé 17 2100 Copenhagen Denmark Phone: +45 35 29 10 00 Email: email@example.com France See paragraph 1 of Annex 2 (Supplemental Terms for Google Voice Provided in France) Ireland ComReg Dispute Service Scheme in Ireland: https://www.comreg.ie/queries-complaints/phone/ Italy See paragraph 1 of Annex 6 (Supplemental Terms for Google Voice Provided in Italy) Netherlands Authority for Consumers and Markets PO Box 16326 2500 BH The Hague The Netherlands Phone: +31 70 7222 000 Portugal ANACOM Av. José Malhoa, 12 1099-017 Lisbon Phone: 800 206 665 Email: firstname.lastname@example.org 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 Sweden The Swedish Post and Telecom Authority (PTS) Box 5398, SE-102 49 Stockholm, Sweden Phone: +46 8 678 55 00 Email: email@example.com Switzerland Stiftung ombudscom Bundesgasse 26 CH-3011 Bern United Kingdom CISAS 70 Fleet Street London EC4Y 1EU Phone: +44 (0)20 7520 3814 Email: firstname.lastname@example.org Web: www.cedr.com/consumer/cisas
Further specific dispute resolution procedures for some Service Countries are set out in the Annexes.
- 1. Local law requirements
Google expressly derogates from Sections 9, 11, 14-15, Section 16(1), no. 2 and 3, and subsections (2)-(4), Section 18, Section 19(1)-(4), and Sections 20-21 of Executive Order no. 715 of 23 June 2011 on the Provision of Electronic Communications Networks and Services (the “Executive Order”) in accordance with section 1(4) of that Executive Order.
- 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 Google Voice 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.
- 2. Number Porting
Notwithstanding the provisions of Section 8.5(b)(i) (Customer Obligations) of the Service Specific Terms, where numbers from the French numbering plan are to be ported, Customer will have no obligation to pay Fees or charges to GTSP for outbound porting of numbers to Customer’s new service provider.
- 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.
- 1. Complaints Handling Code of Practice for Small Business
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.You may make a complaint via Google Voice Customer Care at https://support.google.com/a/contact/gsuite_voice_complaints.
You have the right to take a complaint to the Ombudsman Services Scheme (see section 5 for contact details) if:
(i) the following 3 points are met: (a) GTSP has told you the outcome of its investigation into the complaint; (b) you have told GTSP that the proposed outcome does not resolve your complaint to your satisfaction; and (c) GTSP does not intend to take additional steps to resolve the complaint to your satisfaction that would produce a different outcome; or
(ii) the complaint remains unresolved 8 weeks after the date the complaint was first received.
- 1. 9-1-1 Emergency Services Calling
a. Call Routing. Google Voice 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. Google Voice 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. Additional 9-1-1 emergency calling service descriptions and limitations are described in Section 8.8 (Emergency Services) of the Service Specific Terms.
- 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).