VIRTUAL CUSTOMER SERVICE (VCS) WORK FROM HOME POLICY

I understand that this policy is subject to change and that if I require further information
about this policy, I can raise questions with the Human Resources representative of the
company.

Overview

Amazon India’s Virtual Customer Service (“VCS”) Work From Home Policy sets forth policies
and procedures that all Work From Home VCS Associates should review and sign in
agreement. These policies and procedures are to be read in conjunction with, and are in
addition to, Amazon’s Owner’s Manual and form an integral part of your terms of
employment with Amazon India. You are expected to be familiar with Amazon’s policies, as
well as modifications that may be made from time to time.

Home Location and Dedicated Workspace

1. You are permitted to perform work for Amazon only from your home address that
Amazon has approved as your “Home Location” which shall match the residential address
as updated by you on Amazon India systems. This Home location must be located in the
areas specified by Amazon below. The table below showcases the areas of work from
home for each Amazon VCS location. Any request for change in your Home Location or
address will be subject to the prior written approval from Amazon and on such terms and
conditions as may be specified. You are required to raise a request for change in Home
Location to your supervisor and HRBP in writing for approval Any change in your Home
Location without the prior written approval of Amazon will lead to disciplinary action
(including termination).
Illustration: If you are attached to VCS location - Virtual Contact Center(UP2,IN) as per
your employment contract, then you can be based out of Entire Uttar Pradesh Except the
districts of Meerut, Ghaziabad, Gautam Budh Nagar, Bulandshahr, Baghpat,
Hapur,Shamli and Muzaffarnagar.

Amazon VCS location Areas of home location in the State

Virtual Contact Center(MH,IN)
Virtual Contact Center(MH2,IN)
Virtual Contact Center(TG,IN)
Virtual Contact Center(TG2,IN)
Karnataka
1. Virtual Contact Center(KA,IN)
Comprises the districts of Mumbai, Mumbai
Suburban, Thane, Raigarh, Palgarh, Pune
Entire Maharashtra Except the Districts of
Mumbai, Mumbai Suburban, Thane, Raigarh,
Palgarh, Pune
Comprises the districts of Hyderabad, Ranga
Reddy, Sanga Reddy, Medchal Malkajgiri
Entire Telangana Except districts of Hyderabad,
Ranga Reddy, Sanga Reddy, Medchal Malkajgiri
Entire State of Karnataka
 2. Virtual Contact Center(BLR,IN)
Virtual Contact Center(DEL,IN)
Virtual Contact Center(UP,IN)
Virtual Contact Center(UP2,IN)
Virtual Contact Center(WB,IN)
Virtual Contact Center(RJ,IN)
Virtual Contact Center(PJ,IN)
Virtual Contact Center(TN,IN)
Virtual Contact Center(MP,IN)
Virtual Contact Center(AP,IN)
Entire State of Delhi
Comprises the districts of Meerut, Ghaziabad,
Gautam Budh Nagar, Bulandshahr, Baghpat,
Hapur,Shamli and Muzaffarnagar
Entire Uttar Pradesh Except the districts of
Meerut, Ghaziabad, Gautam Budh Nagar,
Bulandshahr, Baghpat, Hapur,Shamli and
Muzaffarnagar
Entire State of West Bengal
Entire State of Rajasthan
Entire State of Punjab and Union Territory of
Chandigarh
Entire State of Tamil Nadu
Entire State of Madhya Pradesh
Entire State of Andhra Pradesh

Amazon reserves the right to change the above home locations/VCS locations from time
to time and you shall abide by the same. Amazon also reserves the right to require you
to perform your duties at a physical Amazon work site, on either a temporary or regular
basis.
2. You shall set-up a “Dedicated Workspace” within the Home Location for carrying out your
work during the course of your employment. The Dedicated Workspace shall be in a
private area, free from outside noise and disturbance, and shall not be accessed by any
third person.
3. You cannot change your Home Location unless Amazon approves the change in advance.
Such changes will need to be informed to your supervisor at least two (2) weeks prior to
the intended change. Amazon reserves the right to either accept or reject such a change.
4. Amazon reserves the right to inspect your Dedicated Workspace and Home Location at
the commencement of your employment contract with Amazon or at any time
thereafter. Your request for change of Home Location will be approved by Amazon only
after it has carried out inspection of the proposed Home Location and is satisfied with
the same.
5. You shall observe Mandatory Safety Requirements specified in Annexure A hereto, within
the Dedicated Workspace. You shall be solely responsible in the event of any loss, damage
and /or death arising as a result of your failure to comply with the said Mandatory Safety
Requirements.
6. You are required to use your own furniture (desk and chair) in the Dedicated Workspace,
which shall be placed within 1 metre distance from a 3-pin power socket of 5 Amps. The
power socket will be wall-mounted.
7. The workstation should be compliant with the specifications mentioned in Annexure B
hereto.
8. The Dedicated Workspace should be equipped with wired internet connection and LAN
Cable with RJ45 connector to connect the device to internet. The ISP connection should
 be terminated at the user desk and should be used/connected with Amazon devices /
equipment only.
9. It is your responsibility to comply with all applicable local laws, including and, without
limitation, tax, zoning regulations or homeowners’ association rules regarding use of the
Primary Work Location as a workplace.

Equipment

1. Amazon will provide you with the following equipment: (1) Gringotts desktop
(Monitor + CPU combined unit) with Adapter, (3) Power Cables, (4) Mouse and
Keyboard and (5) UPS (6) Gemalto (7) Ethernet Cable (8) Headset (if applicable for your
position) and (9) Zukey.
2. If you have been provided with any other equipment by Amazon in the past and
Amazon deems that the same is no longer relevant or required for the discharge of
your duties, Amazon shall arrange for the same to be replaced with the equipment
mentioned above. The replaced equipment shall be returned to Amazon in the same
condition as was provided to you.
3. The aforementioned Gringotts desktop unit shall be provided by Amazon while the
UPS will be provided to you by the Amazon-approved vendor directly.
4. Your contact number and address of the Home Location may be shared by Amazon
with an authorized person for the purpose of facilitating the delivery and/or
installation of the aforementioned equipment at the Primary Work Location.
5. All equipment provided to you by Amazon remains the property of Amazon. Lost or
damaged equipment must be reported immediately to your supervisor. In case of any
loss or damage to any or all Amazon equipment due to your negligence, you will be
held responsible to bear the cost and consequences thereof.
6. Company-issued equipment must be used only by you and only for work performed
for Amazon.
7. If you are provided with any software by Amazon, whether or not owned by Amazon,
such software shall not be duplicated except as formally authorized and provided you
agree to comply with all terms and conditions of applicable software licensing
agreements.
8. All policies regarding the use of Amazon’s e-mail and electronic communications
systems apply to you.
9. Amazon will require you to possess, maintain and use personally owned equipment
and services as are necessary to perform your job, other than the equipment provided
by Amazon. You should ensure that you have a reliable ISP (internet) connection with
bandwidth not lower than 100 Mbps, either through DSL or a cable modem to
discharge scope of your work from the Dedicated Workspace in a secure manner. No
other form of internet connectivity is allowed. You must also maintain a reliable
landline and/or mobile phone service with no call waiting, three-way calling, voice
mail or answering machine.
10. Amazon will not assume liability for loss, damage, depreciation, or wear and tear of
employee-owned equipment. Maintenance of and repairs to equipment owned by
you will be your responsibility.
 11. All Amazon policies related to privacy and confidentiality in electronic
communications, including but not limited to customer non-public personally
identifiable financial information, must be strictly followed. Additionally, you must
comply with Amazon’s Social Media policy.
12. In the event of your resignation or termination, you must return any and all Company
property to Amazon in accordance with the terms contained in your employment
contract and within the timeframe mentioned therein, or within a mutually agreed
upon reasonable time period. Amazon may require the return of its equipment used
by you at any time.
13. All Company property must be returned in good condition, with allowances for
reasonable wear and tear. If you do not return all Amazon equipment, supplies, and
property in the manner mentioned above, you agree, by signing this document, to
compensate Amazon for the original value of all unreturned property and to allow
Amazon to deduct such amount from any amounts or pay owed to you by Amazon.
14. Amazon reserves the right to pursue such remedies and other actions as it deems
appropriate, consistent with the terms and conditions of applicable laws and
regulations, if not compensated by you for unreturned property, including but not
limited to the fees and costs associated with taking remedial action to recover Amazon
property and equipment.

General Terms and Conditions

1. The tools and systems used by you and the work produced by you are subject to Amazon’s
review and control.
2. Misuse or misrepresentation of work-time for unauthorized activities will be construed as
a gross breach of your employment obligations and will be dealt with strictly by Amazon.
3. You will be required to establish effective methods of communication with your
supervisors, co-workers and customers catering to their satisfaction.
4. During your shift hours, you are required to remain connected to Amazon systems without
any interruptions. Any interruption leading to loss in production hours, including but not
limited to, power cuts, internet down-time and/or equipment failure due to mishandling
at your end, may result in attendance review (such as leave balance deductions for time
lost). Repeated instance of failure to adhere to established standards of connectivity may
result in corrective/disciplinary action, up to and including termination.
5. Telephone calls/chats/email conversations made or received by you while conducting
Amazon business are subject to recording and monitoring in the same manner as
telephone calls/chats/email conversations are recorded and monitored for Associates
working in physical Amazon offices.
6. You shall observe the practices mentioned in Annexure C hereto while performing your
work for Amazon.
7. For all Customer Service employees in India who use company-owned computers, devices,
and networks (collectively the "Systems"), the company may monitor geolocation data of
the Systems used by the employees to comply with company policies and applicable laws
and regulations. Data collected will remain confidential and will not be used for other
purposes than the one for which it was collected. The company will take all reasonable
 measures to protect the data collected, including but not limited to allowing only
authorized personnel to access the data and timely deletion of the data after achieving its
purpose.

Work Schedule, Over Time and Night Shift Allowance (NSA)

1. Your daily work hours and schedule must be coordinated with and approved through your
Manager and/or Workflow.
2. You will be provided a schedule of hours you are expected to work and during which you
must be accessible by telephone, chat, and e-mail. Similarly, your break time and meal
break must be coordinated with and authorized by your Manager and/or Workflow. You
must comply with your scheduled break and meal-times and notify your manager in
advance of any potential exceptions to your standard schedule. You are provided with and
required to take and record all rest breaks and meal periods in accordance with the
applicable laws.
3. You must access your Amazon devices/equipment only during normally scheduled or
approved working hours.
4. You will receive a work schedule from time to time, planned and modified at the sole
discretion of Amazon. Amazon will make every effort to provide reasonable notice before
implementing changes to your regular schedule.
5. From time to time, you may be asked to work overtime, which request you may choose
to accept or reject. All overtime, whether or not performed at the request of Amazon,
must be approved, in writing in advance, by your supervisor. Amazon provides
compensation for all overtime hours worked by you in accordance with law, even if not
authorized by a supervisor. However, if you work overtime without any reasonable cause
that would deter your supervisor from providing requisite authorization, Amazon may
initiate necessary action to discipline you or discharge you from employment.

Liability for Injuries & Illegal Activities

1. If you incur any injury during the course of your employment, or are absent from work
due to a work-related illness or injury, you must immediately notify your supervisor.
2. If circumstances prevent you from personally informing your supervisor, you must
have someone do so on your behalf.
3. You will be covered by the Amazon Insurance / ESI, if applicable, for injuries that are
work-related in the Dedicated Workspace and have occurred during working hours.
Amazon does not assume any liability for non-work related injuries that you incur
during non-scheduled work hours and you hereby waive your right to claim any
damages in respect of such injuries.
4. Amazon does not assume any responsibility for injuries to third persons and/or
members of your household / Primary Work Location that occur in or outside of the
Dedicated Workspace, for any reason whatsoever.
5. Notwithstanding the above, you expressly agree that neither Amazon, nor its officers
or employees shall be responsible or liable for any loss, damage, injury or death
 caused to you, any member of your household / Primary Work Location, or any third
party whosoever, either directly or indirectly arising out of, or caused due to, any of
the equipment provided to you by Amazon or used by you during the course of your
employment. You hereby waive any and all claims, including claim for damages,
against Amazon, its officers and/or its employees relating to any injury / loss of life or
mental agony arising out of any such incident. Even where you have been advised that
such claims or right to make such claims exists against Amazon, its officers and/or its
employees, you hereby waive any and all such claims as well as the right to make such
claims. You further agree that all claims of whatsoever nature in respect of the
aforementioned loss, damage, injury and/or death shall be as against the
manufacturer / vendor of the equipment only.
6. You are prohibited from carrying out any illegal activities during your scheduled work
hours with Amazon and while using Amazon equipment. Amazon is not responsible
for any illegal and/or unauthorized activity performed by you or if you allow any illegal
/ unauthorized activity to be carried out using the Amazon equipment. Any
transgression of this stipulation will lead to action up to and including termination of
employment in addition to the penal actions as applicable.

Information and Security

1. You are required to comply with all security measures specified by Amazon and as
provided in its Informational Security policies regarding security and remote working
risks and you shall attend training as may be required.
2. All work conducted remotely is subject to the Confidentiality policy and the Owner’s
Manual, which detail your role in safeguarding Amazon information resources and
confidentiality of personal information policy.
3. You must read and comply with these provisions and policies, which can be found on
the Amazon Intranet. You are expected to keep up-to-date and comply with the
Owner’s Manual, as updated.
4. You are responsible for maintaining the security of network access to Amazon’s
computer systems and for ensuring that you are the only user of such systems.
5. You are expected to take reasonable precautions to protect your own and any
Amazon-provided equipment, information, and supplies from theft, damage,
disclosure, or misuse. You agree to abide by Amazon’s rules regarding the use of
computer equipment. You understand that Amazon’s rules may change from time to
time.
6. Proper security protection also includes, but is not limited to, maintaining password
protection on all electronic equipment used in connection with your employment. You
are responsible for any loss or damage to Amazon property or information that is the
result of your negligence or misuse.
7. In the event of a security breach of any kind (e.g., lost or stolen computer or security
violation) or if you become aware that confidential information has been
compromised, you must notify your Manager/supervisor immediately. Failure to take
appropriate precautions to protect equipment and information may result in
corrective action, up to and including termination of your employment.
8. All data, software, files and other information obtained as the result of your
employment at Amazon is the property of Amazon and you do not have an expectation
or right to privacy with respect to any such information contained within or
transmitted through Amazon’s systems.
9. You may access only information that you have received permission to review or
utilize. Any unauthorized access to any system, damage to any system, downloading,
copying or removal of information, improper use, modification or disclosure of
information contained in or relating to any Amazon computer or electronic system will
result in corrective action, up to and including termination of your employment.
10. You should have few, if any, paper records in your Primary Work Location. Any records
created at home in the scope of your job are Amazon property and subject to the same
retention requirements as in the office. Confidential material should be kept in a
locked drawer or cabinet that is accessible only by you and should not be removed
from the Dedicated Workspace.
11. Access to or use of any device that is not approved by Amazon or not a Customer
Service Provided Device, including personal devices such as but not limited to
smartphones, mobile phones, smart watches, smart speakers, laptops, desktops,
cameras, or tablets within Customer Support Person Workspaces are prohibited.
12. Under no circumstances should you independently record calls with Amazon
customers or other Amazon employees.
13. Confidential information displayed on workstations should not be viewable by others.
Under no circumstances should visitors, members of the family, roommates, or friends
be allowed to listen in on, or read, customer contacts, Amazon policies, or other
confidential and proprietary information or systems.
14. Amazon records kept in the Dedicated Workspace must be returned to Amazon upon
demand including, without limitation, upon a leave of absence or the end of your
employment with the Company.
15. Significant care must be taken when viewing and retrieving messages and/or files.
Desktop Window applications should not be left open on the screen when a computer
is unattended.
16. Information that is sensitive or confidential should not be left in areas where it might
be observed or discovered by unauthorized individuals. These prohibitions include
paper as well as electronic storage data of any type.
17. Users authorized to access confidential information should set electronic media to
generate an appropriate screen saver after a short period of inactivity (no more than
10 minutes).
18. Computers must be connected directly to the modem while working and you must
maintain a secure network access. All Amazon equipment must be plugged into a
surge protector.
19. You are not permitted to print, download, forward, or copy in any manner any Amazon
confidential information, unless authorized to do so. All connections to Amazon
networks and systems must be encrypted via Secure Socket Layer (SSL) and/or
corporate VPN. All documents must be reviewed and retained electronically.
20. You are solely responsible for security of Primary Work Location and your personal
security.
Expenses

1. Amazon will not reimburse you for any Home Location / Dedicated Workspace related
expenses including, but not limited to, setting up and maintenance of the Dedicated
Workspace and furniture/amenities therein, heating, air conditioning, electricity,
insurance, monthly phone and internet bills/expenses.
2. Amazon will not be liable to pay for the setup of internet connection.
3. Amazon will pay you a monthly allowance of INR 1,250 as Work from Home allowance.
4. It is your responsibility to determine any income tax implications of maintaining a
work area in your home or any other area designated as Home Location. Amazon will
not provide tax guidance or assume any additional tax liabilities.

ACCEPTANCE
I have read and understood this VCS Work From Home Policy, including all Annexures thereto,
and acknowledge that I shall comply with these provisions. I further acknowledge and
understand that my failure to comply with these provisions and/or to meet established
performance standards may lead to corrective action being taken against me, up to and
including termination of my employment with Amazon.

Employee

_______________________________
 ANNEXURE A
Mandatory Safety Requirements

You shall inspect the Home Location and Dedicated Workspace and make appropriate
changes to comply with the mandatory safety guidelines below. These requirements are
subject to change and if you require further information about the same, you can raise
questions with your manager and/or Human Resources representative.
1. The work area must be free from hazardous materials, chemicals and fumes.
2. Phone lines, electrical cords and extension wires must be secured under a desk or
along a baseboard and out of high traffic areas. Cabling should not run across
walkways or underneath desks.
3. Electrical systems must be adequate for the equipment being used.
4. Grounding must be provided for all electrical equipment and for building electrical
systems.
5. All electrical cabling must be free of recognized hazards (e.g. frayed or exposed wires
on the floor, wall or attached to the ceiling) that could expose people in the workspace
to live wires and cause physical harm.
6. The cabling must be inspected regularly for any damage and surge protection must be
properly installed.
7. The Amazon-provided equipment, including the UPS, shall be stored and used strictly
in compliance with the instructions provided by the manufacturer / vendor of such
equipment, including those provided in the equipment-user manuals.
8. Adequate lighting (at the side or rear) should be available at the work area in the form
of natural light, or a light bulb of at least 60W.
9. Aisles, doorways and corners must be free of obstructions to permit visibility and
movement.
10. File cabinets and storage closets must be arranged such that drawers and doors do
not open into walkways, with 30 to 36 inches of open space / room for maneuvering.
11. Heating, cooling and ventilation must be adequate for desired occupancy.
12. The Dedicated Workspace must be free from excessive noise.
13. The Dedicated Workspace must be neat, clean and free of flammable materials.
14. Floor surfaces must be clean, dry and level.
15. Carpets / rugs must be well-secured to the floor and not cause a trip hazard.
16. The Dedicated Workspace should be private and free of intrusion.
17. Files and data must be secure.
18. Furniture and equipment used for work should be ergonomically correct.
19. The chair must be sturdy and adjustable (90 degrees at knees, feet flat on floor), with
backrest and casters appropriate for floor surface.
20. Wrists and forearms of the keyboard must be straight.
21. There should be no slip and trip hazards in the Dedicated Workspace.
22. The Dedicated Workspace should be free from clutter, and tidy at all times.
23. First aid supplies should be readily accessible and adequate from the Dedicated
Workspace.
 ANNEXURE B
Workstation Specifications
1. Desk space should be of dimensions 5X4 Feet (Length x Width).
2. Table: Length (32 inch), Width (19 inches / 49cm), Height (31 inches / 79cm).
3. Chair: Height (36.5 inch), Base (24 inch), depth (18.5 inch).
4. A reliable ISP (internet) connection with bandwidth not lower than 100 Mbps either
through DSL or a cable modem is required. Any other form of internet connectivity is
not allowed.
5. You must have a dedicated analog telephone landline/mobile phone from a reliable
carrier (must be installed before you start).
6. A personal backup analog phone with headset capacity should be available.
 ANNEXURE C
Workstation – Dos and Don’ts