AMAZON OPERATION SERVICES PHILIPPINES, INC. Version Date Notes, 1.0 3-01-2021 Initial Publication VCS WORK FROM HOME POLICY ‘The Virtual Customer Service (VCS) Work from Home (WFH) Policy sets forth remote work requirements in conjunction with the Amazon's Owner's Manual. ‘Amazon's policies and procedures apply to all VCS employees who are authorized to work remotely. These protocols comply with state and applicable local laws, and may vary dependent on the geographical location. Below is the summary of all key points relating to the virtual deployment. All employees are held to the highest, reasonable standards when assigned to a remote work arrangement and failure to comply with these policies and procedures may result in corrective action, up to and including termination of employment. For the avoidance of doubt, while you are working at home, you are expected to comply with all standard policies and practices that are expected of an Amazon employee. Work fram Home Location Employees must have a dedicated place to professionally conduct remote work (home, virtual office, etc.). This includes but not limited to stable network access preferably wired connection, safe and reasonably sound work area and ample storage cabinets or laterals for stowing confidential documents. ‘The assigned area to conduct remote work must be free from any types of distraction and noise to be able to fully devote attention to the customer. Child or adult care must be arranged, if applicable, during the assigned working hours. The designated WFH location should be a private area, approved by Amazon. On default, the registered home address is the location where work will be performed. WFH location changes should be filed by the employee and reviewed by the immediate supervisor two (2) weeks prior to the intended date of effectivity. Amazon holds the right to validate the new location and explicit approval must be in place before its implementation. Unique circumstances should be brought to the attention of the manager and HR Business Partner for immediate guidance to be provided. ‘Amazon reserves the right to request VCS employees to perform duties at a physical Amazon work site on either a temporary or regular basis. Other than as provided elsewhere in this policy, ergonomic equipment and all required office supplies and furnishings must be provided by the associate. It is the responsibility of the associate to safely and ergonomically set up the preferred remote work location per his/her ease and convenience. if furtherAMAZON amon orerarion services pHuuppines, inc. — assistance is required with regard to the safety practices when working from home, connect with the immediate manager. Electrical safety precautions should be in place to support the equipment required for work. The designated home work area must be free from potential trip hazards, fire hazards, and unnecessary clutter. It is the employee's responsibility to comply with all applicable local laws, including, without limitation to tax, zoning ordinances and regulations, and homeowner's association or landlord’s bylaws and rules regarding use of home asa workplace. The associate must determine the insurance and liability coverage for the property used when working remotely. ‘Amazon will not reimburse employees for any home-related expenses including, but not limited to, internet, climate control, electricity, insurance, taxes applicable and personal monthly phone bills. Unless otherwise provided in this policy, Amazon will not reimburse employees for any home related expenses. Amazon will not provide tax guidance or assume any additional tax liabil ies. ‘Amazon reserves the right to conduct in-person inspections of the approved WFH location to ensure policy compliance. Associates will be provided a minimum of 24 hours’ notice prior to the date of inspection. By signing this policy, the employee acknowledges consent to have the WFH location inspected by Amazon Employees and/or Authorized Personnel. Virtual inspections of the home ‘workspace via webcam (oF similar technology) may also occur without notice to verify compliance with security and policy requirements. Conditions and Hours of Work All employees are required to maintain communication with the immediate manager, co-workers and customers. This may include, but is not limited to, email, telephone and chat. Failure to maintain ‘communication can result to a corrective action, up to an including termination of employment. The daily work hours, paid break time, meal breaks and overall schedule are coordinated by Amazon's Workflow department. Employees are provided a schedule of hours where they are expected to work and be accessible. All breaks and meal times must be taken in accordance with the daily schedule. ‘Amazon will make every effort to provide reasonable notice before implementing changes to the regular work schedule. VCS employees who are eligible to undertake overtime hours per Philippine laws must record all time worked in a manner or system designated by Amazon. All extra time must be approved in advance by Workflow or the supervisor VCS employees must not access Amazon systems outside of approved working hours. Employees who work unauthorized extra hours may be subject to disciplinary action. VCS employees must appropriately report absences by calling the team manager or ERC attendance reporting line before the start of the shift.AMAZON amazon orrarion seavices PHUPPINES, INC. —7 Employees may be required to attend training classes, conferences, or meetings at a location other than the remote location. In such cases, employees will be compensated on an hourly basis for all training and other required meeting attendance. Phone calls made, or received, by WFH employees conducting Amazon business while working remotely are subject to recording and monitoring for training and quality purposes. Under no circumstances may an Amazon employee independently record calls with customers or calls in which customer information discussed. Employees should immediately self-troubleshoot and report technical problems affecting work and productivity to the direct manager and the First Responders Team when necessary. If employee is unable to work because of equipment or other technical issues (e.g,, power outage, lost network connection, phone line down, system issues), immediately follow the guidance outlined in the Philippines VCS Outage Policy. Equipment ‘Amazon will provide VCS Non-Exempt employees the following equipment to perform their role and these items will be the only equipment that can be used to perform expected job functions and must only be used by the associate: Lenovo All-in-One Package includes the following: - csospc - Mouse - Keyboard - 65 Watt Power Adapter ~ _Ethernet/LAN Cable 2. 2Security Keys (2ukeys) 3. Noise-Cancelling Headset 4. Uninterrupted power supply (UPS) All equipment provided by Amazon remains the property of Amazon. Lost or damaged equipment must be reported immediately to the direct manager. If provided with Amazon-owned software, employees must comply with all the terms and conditions of the applicable software licensing agreements. Amazon will require you to provide, use, and maintain personally-owned equipment and services as necessary to perform the job. A reliable broadband internet connection, either through DSL, cable, or fiber-to-home (FiOS or Fiber Optic) is required with a minimum internet speed requirement of 10 mbps download and 5 mbps upload contracted speed. Wireless air cards, wireless connections and satellite are not allowed and expressly prohibited due to decreased broadband availability, potential security risks and latency concerns. Amazon may, at its discretion, require the employee to provide proof of quality-of-service at any time.AMAZON _ awmon or eration services pruuppines, inc. —7 The equipment must be connected via an Ethernet cable (hard-wired) during all work times. Wireless peripheral devices (keyboard, mouse, monitor, headset, etc.) are not allowed and must be connected Via appropriate cables at all times while working. ‘Amazon will not assume liability for loss, damage, depreciation, or wear and tear of employee-owned ‘equipment. Maintenance of and repairs to equipment and services owned by the employee will be their sole responsibility. If unable to work because personally-owned equipment or services require repair or maintenance, VCS employees must follow the Philippines VCS Outage Policy requirements and time missed may be subject to the Attendance Policy. Information All VCS employees are required to read and comply with Amazon's Information Security, Confidentiality and Acceptable Use Policies. Below are the key implementation areas to ensure continued risk mitigation when conducting work remotely. = Employees must attend and complete all security-related programs as mandated annually. = Employees are expected to acknowledge the terms and conditions stated in the Owner's Manual, viewable via Amazon's Intranet, which details the mechanisms to safeguard confidential and proprietary information. = All Amazon policies related to privacy and Business Use Social Media Policy in electronic ‘communications, including but not limited to customer nonpublic personally identifiable financial information, must be strictly followed; ‘Employees must understand the relevant and applicable infractions in the event of loss, damage, negligence or misappropriation of company tools. Failure to take voluntary and proactive efforts in the safekeeping of all assets may result in an infraction. = Employees are expected to take reasonable precautions when working remotely, by protecting data, equipment, contacts, information, supplies and files from theft, damage, disclosure and misuse. All company issued property and network access should be solely used for business by the employee to whom it was officially assigned to. = Employees should generally not maintain paper records in their home office. In the event this is necessary, such records are Amazon property and subject to the same retention requirements asin the office. Confidential material must be kept in a locked/secure facility. = Employees must have a dedicated place to professionally conduct remote work (home, virtual office, etc.). This includes but not limited to stable network access, preferably wired connection and_ storage cabinets or laterals for stowing confidential documents. = Employees must comply with the following asset security and safety protocols: ‘a. Usage of password protection in all company issued electronic equipment and password lock when vacating for breaks, station is unattended or when not in us b. Access, view and utilize the information where permission is explicitly granted. Any unauthorized access to any system, sharing of network passcodes to others, downloading, copying or removal of information, modification or disclosure of information contained in or relating to any Amazon electronic system will result to a security violation; ‘Any access to websites for personal use will be considered inappropriate; Report compromised information and security breaches immediately to the Team Manager; €. All data, software, files, and other information obtained as the result of employment is the property of Amazon. Employees do not have an expectation or right to privacy with respect to any such information contained within or transmitted through Amazon’ systems; Do not print, reproduce, keep and maintain printed documents and records in the remote office. All documents must be reviewed and retained electronically as aligned with the aoAMAZON __ amcxonorerarion services puiurpines, inc. —F retention requirements and policies under information security. Secure authority from the ‘Team Manager to store confidential material only during exigent cases; 8. Prohibition of use of personal mobile devices such as phones and tablets during work hours; hh. All connections to Amazon networks and systems must be encrypted via Secure Socket Layer {SSL) and/or corporate VPN; |. At the end of employment or before an extended leave of absence, all work tools issued should be returned in good condition, with allowances for reasonable wear and tear. Please refrain from personalizing/decorating the devices with items such as stickers, name tags, etc. Amazon reserves the right to pursue whatever actions it deems appropriate, including non-rehireability, to the full extent allowed by applicable Philippine laws and regulations for any unreturned property. It Is the employee's responsibility to stay abreast with the updates and changes on all Amazon policies and procedures. ability for Injury Employees who sustain an injury while working or are absent due to a work-related illness or injury, must immediately notify their manager. If circumstances prevent the associate from doing this, someone ‘must report it on their behalf. ‘Amazon does not assume any responsibility for injuries to third persons and/or members of household that occur in, around, or outside of the designated home work area. In addition, Amazon does not assume any liability for non-work-related injuries that incur in the approved work from home location during non-scheduled work hours. Job Performance ‘Amazon will monitor the employee performance and employees are expected to meet, or exceed, any and all productivity, behavior, attendance, and quality standards applicable to the position... VCS employees’ attendance, behavior, and conduct, along with adherence to the Philippines VCS WFH Policy will be monitored. Performance or conduct that does not meet expectations will be managed accordingly. A By: —— DarWifp Oira Sw Wilson Senlo# HR Manager, CS General Manager, CS