Country Specific Communications Service Terms

Last Updated: March 6, 2026

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 Hungary

1.7.1. Description of the Services

The Connect PSTN Services provide Public Switched Telephone Network (PSTN) calling features for use with Amazon Connect. The Connect PSTN Services include (i) inbound calling to Amazon Connect from the PSTN via standard toll numbers and toll-free numbers and (ii) outbound calling by contact center agents using Amazon Connect. Connect PSTN Services are available throughout Hungary. The Connect PSTN Services are not a replacement for traditional telephone services and do not support calls using emergency telephone numbers in Hungary.

1.7.2. Compensation and refund arrangements

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

1.7.3. Subscription fees and charges

Charges for inbound calling are based on a per-day charge for use of a telephone number and a per-minute charge for calls made to the number. Charges for outbound calling are based on a per-minute charge. More information about charges is available at https://aws.amazon.com/connect/pricing/. There are no connection, activation or initial access charges.

1.7.4. Complaints and Dispute Resolution

You may submit any service-related complaint online through the AWS Management Console. Cases can be opened with different first response times based on your support plan. While the issues that customers encounter vary widely, AMCS will work with you to resolve issues as promptly as possible based on whether the issue relates to a critical, important or other function.

1.7.5. Service Reliability

The Connect PSTN Services will be provided in accordance with the service level agreement available at https://aws.amazon.com/connect/sla/. The Connect PSTN Services rely on your public internet or other connection that is not provided by AMCS. If the connection experiences a power or other failure, you will not be able to make telephone calls. The causes for these failures may be outside of AMCS’ control.

1.7.6. Number Porting

AMCS will take commercially reasonable steps to ensure that the transfer of a telephone number is completed promptly once an agreement to transfer the number has been reached with your previous or new service provider, as the case may be. Nevertheless, to the extent permitted by applicable law, AMCS in some cases may be unable to transfer your telephone number for use with the Connect PSTN Servies.

1.7.7. Suspension

AMCS may suspend use of the Connect PSTN Services for unauthorized use or other use that violates the AWS Service Terms or the Agreement. The terms governing termination and suspension of the Connect PSTN Services can be found in the Agreement.

1.7.8. Accessibility

For information about accessibility features, see https://docs.aws.amazon.com/connect/latest/adminguide/accessibility-compliance.html

1.8. Norway

1.8.1. Call Routing

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

1.9. Switzerland

1.9.1.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/).

1.10. United Kingdom

1.10.1. 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.

1.10.2. 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.

1.10.3. Timelines

1.10.4. 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@commsombudsman.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, Connect PSTN, or AWS End User Messaging SMS 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 AMCS Korea LLC (“AMCS KR”) in South Korea, but are otherwise subject to the terms of the Agreement.

2.2. Service Interruption

In case AMCS KR becomes aware of any interruption or impairment in service that is subject to the notice requirement pursuant to the Telecommunications Business Act, AMCS KR 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, AMCS KR will maintain and operate a user protection (customer support) organization consisting of at least one (1) full time employee for reliable 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. AMCS KR 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, SMS service quality)	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, request for number registration, request for service specification information)	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 AMCS KR, 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 (or Article 26 in the case of AWS End User Messaging SMS service) of the Telecommunications Business Act, AMCS KR 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.

2.6 Mass SMS Transmission Certification System

In this section, “Mass SMS Transmission Certification System” means a system under which, when a business operator providing a special type of value-added telecommunications service as defined in Article 2 (14) b of the Telecommunications Business Act sends commercial advertising information, certification must first be received through a review conducted by a message relay service provider or an operating agency entrusted with the certification duties.

In case a customer intends to provide others with a mass SMS transmission services using the AWS End User Messaging SMS service, the customer must obtain certification under the Mass SMS Transmission Certification System applicable to such SMS transmissions and comply with relevant rules and regulations, including KCUP’s Operational Regulations for the Mass SMS Transmission Service Provider Certification System.

If the customer fails to obtain such certification, or after obtaining it fails to maintain it, AMCS KR may refuse to provide the AWS End User Messaging SMS service to that customer and take measures to suspend the AWS End User Messaging SMS service, including termination of the service agreement applicable to AWS End User Messaging SMS service.