Google Voice Service Specific Terms - Regional Terms

  • 1. Applicability and Definitions

    The Regional Terms (including the country-specific annexes) are a part of the Google Voice Service Specific Terms, and apply solely with respect to the provision of Google Voice to End Users located in the countries listed below:

    • Canada
    • Denmark
    • France
    • Netherlands
    • Portugal
    • Spain
    • Sweden
    • Switzerland
    • 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 Google Voice 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

    GVSP will provide Google Voice in accordance with the SLA.

  • 3. Network Security and Management

    GVSP 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 Amendment and elsewhere in the Agreement.

  • 4. Emergency Services Calls

    Access to and limitations with respect to emergency access numbers are described in Section 8 of the Google Voice Service Specific Terms.

    The national emergency access numbers for each Service Country are as follows:

    Country Emergency Numbers
    Denmark, Netherlands, Sweden 112
    France 112, 15, 17, 18, 115, 119, 116000, 114, 191, 196, 197, 116117
    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, United States 911
  • 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 G Suite 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 Google Voice Service Specific Terms.

    The contact details of ombudsman service schemes for each Service Country are set out below:

    Country Ombudsman Services Scheme
    Denmark Danish Business Authority Langelinie Allé 17 2100 Copenhagen Denmark Phone: +45 35 29 10 00 Email: erst@erst.dk
    France See paragraph 1 of Annex 3 (Supplemental Terms for Google Voice Provided in France)
    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: info@anacom.pt
    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: pts@pts.se
    Switzerland Stiftung ombudscom Bundesgasse 26 CH-3011 Bern
    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 GOOGLE VOICE PROVIDED TO CUSTOMERS
IN DENMARK
  • 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.

ANNEX 2
SUPPLEMENTAL TERMS FOR GOOGLE VOICE PROVIDED TO CUSTOMERS
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 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 - http://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 5(b)(ii) (Outbound Porting) and 5(c)(iii) (Customer Obligations) of the Google Voice 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 GVSP for outbound porting of numbers to Customer’s new service provider.

ANNEX 3
SUPPLEMENTAL TERMS FOR GOOGLE VOICE PROVIDED TO CUSTOMERS
IN SPAIN
  • 1. SLA Compensation

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

ANNEX 4
SUPPLEMENTAL TERMS FOR GOOGLE VOICE PROVIDED TO CUSTOMERS
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.

    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) GVSP has told you the outcome of its investigation into the complaint; (b) you have told GVSP that the proposed outcome does not resolve your complaint to your satisfaction; and (c) GVSP 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.