Amazon Care Service Terms

These Service Terms govern Customer’s use of the Program Services. Capitalized terms used in these Service Terms but not defined below are defined in the Amazon Care Enterprise Agreement governing Customer’s use of the Program Services (the “Agreement”).

1. Universal Service Terms (Applicable to All Program Services)

Amazon’s ability to deliver the Program Services depends on Customer’s and Plan’s reasonable and timely cooperation and the accuracy and completeness of any information from Customer and Plan.

2. Reporting Services

Amazon may provide Customer with Data identified as “Enterprise Reports.” Amazon will provide Enterprise Reports in a format and delivery method specified by Amazon. Amazon licenses Enterprise Reports under the Creative Commons Attribution 4.0 International License (CC-BY 4.0). Amazon will provide reporting services using skilled and experienced resources and in a professional manner.  If Amazon fails to do so then, as Customer’s sole remedy, Amazon will re-perform the relevant reporting services; provided that Customer notifies Amazon of the failure within three months of the date of performance.

3. On-Premise Access

Program Services may be provided on-site at Customer’s location(s). Other Program Services may be provided remotely or at such other locations as may be mutually agreed. Customer will provide Amazon with access to personnel, documentation, equipment, and facilities as reasonably required by Amazon to perform the Program Services (as determined by Amazon it its sole discretion).

In addition to the indemnity provisions elsewhere in the Agreement, Customer will defend, indemnify, and hold harmless Amazon, its affiliates and their respective employees, officers, directors, and representatives, against any and all Losses arising from or related to any Claim by a third party arising from any act or omission by Customer with respect to any Program Services provided on-site at Customer’s location(s).

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