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Standard Service Terms}
The following are the regional service terms for CCAI Platform.
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.
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.
Emergency Services Calls. The national emergency access numbers for each
Service Country are as follows:
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 contactCustomer
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
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
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
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 viaCustomer 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
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
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).
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eThese regional service terms apply specifically to CCAI Platform users in the United States, Canada, France, Germany, Italy, Spain, and the United Kingdom.\u003c/p\u003e\n"],["\u003cp\u003eGTSP ensures network security and capacity management for CCAI Platform, as detailed in the Data Processing and Security Terms and the Agreement.\u003c/p\u003e\n"],["\u003cp\u003eEach service country has its specific set of emergency numbers, which are detailed in a chart within these terms.\u003c/p\u003e\n"],["\u003cp\u003eCustomers can contact Customer Care for any concerns regarding the CCAI Platform, and unresolved issues after 10 working days will have a path forward outlined by the team.\u003c/p\u003e\n"],["\u003cp\u003eThere are ombudsman services available for customers in France, Italy, Spain, and the United Kingdom if their complaints regarding the service are not satisfactorily resolved.\u003c/p\u003e\n"]]],[],null,["# Regional Service Terms\n\nStandard Service Terms}\n\nThe following are the regional service terms for CCAI Platform.\n\n1. Applicability and Definitions. These regional terms apply solely with\n respect to the provision of CCAI Platform to End Users located in the\n countries listed below:\n\n - United States\n - Canada\n - France\n - Germany\n - Italy\n - Spain\n - United Kingdom\n\n (The \"Service Countries\", are each a \"Service Country\")\n\n Capitalized terms used and not defined in these Regional Terms have the\n meanings given elsewhere in the Agreement. If there is a conflict between\n these Regional Terms and other URL Terms applicable to CCAI Platform, the\n Regional Terms will control.\n2. Network Security and Management. GTSP will implement and maintain technical\n and organizational measures to prevent, react to, and mitigate security\n incidents and to manage capacity on its networks, as described in the Data\n Processing and Security Terms, and elsewhere in the Agreement.\n\n3. Emergency Services Calls. The national emergency access numbers for each\n Service Country are as follows:\n\n4. Complaints Handling. The Agreement sets out the terms and conditions on which\n Customer will be provided with technical support for CCAI Platform.\n\n If Customer is unhappy with CCAI Platform, Customer should contact [Customer\n Care](https://cloud.google.com/support). Each individual query/complaint will\n be separately recorded and all CCAI Platform Customer Care advisors have\n access to these details. If Customer's complaint is unresolved after\n 10 working days, CCAI Platform\n Customer Care will communicate the next steps by which Customer can progress\n the complaint. The team will provide notification of resolution of the\n complaint to the Customer. Details of complaints will be retained for a\n minimum of one year following the resolution of a complaint. If, at the end\n of the complaints process provided for above, Customer believes its complaint\n has not been properly addressed, Customer has the right to refer a dispute to\n a local ombudsman service scheme in one or more of the Service Countries.\n Referral to any such ombudsman scheme by Customer is without prejudice to any\n dispute resolution procedure provided for under the Agreement including the\n Service Specific Terms. The contact details of ombudsman service schemes for\n each Service Country are set out below:\n\n \u003cbr /\u003e\n\nFurther specific dispute resolution procedures for some Service Countries are\nset out in the Annexes.\n\nANNEX 1\n-------\n\n### SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN FRANCE\n\n1. Alternative Dispute Resolution\n - 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.\n\nANNEX 2\n-------\n\n### SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN SPAIN\n\n1. SLA Compensation\n - 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.\n\nANNEX 3\n-------\n\n### SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN THE UK\n\n1. Complaints Handling Code of Practice for Small Business Customers\n - 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](https://cloud.google.com/support). 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.\n\nANNEX 4\n-------\n\n### SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN CANADA\n\n1. 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.\n\nANNEX 5\n-------\n\n### SUPPLEMENTAL TERMS FOR CCAI PLATFORM PROVIDED IN ITALY\n\n1. Alternative Dispute Resolution\n - 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)."]]
