Streaming Quality Standards for Live Streaming of Social Interest Events on Prime Video in Italy
Streaming Quality Standards for the Live Streaming of Social Interest Events on Prime Video in Italy
Prime Video is always committed to grant to its customers the best possible experience, including with regard to live streaming of specific events that are considered of "social interest". To this aim, Prime Video also measures certain Quality of Experience (QoE) metrics when its customers in Italy watch live stream events of social interest made available by Prime Video, such as UEFA Champions League matches.
Quality Standards We Monitor
To meet our goal to always ensure a high live streaming quality to our customers, we monitor the following key Quality of Experience (QoE) metrics:
Event Access Metrics
- MAE (Malfunctioning in accessing the event)
- MAE shouldn’t exceed five failed access attempts in a row
Buffering Performance
- RRIC (Rebuffering ratio determined by connection)
- RRIC shouldn’t exceed 5% of the total event duration
Resolution Standards
Your minimum resolution (Rmin) requirements are based on your internet connection speed (no more than 10% of the duration of the event should be delivered at values lower than the ones below):
- For speeds above 3 Mbps:
- The minimum resolution should be 540p or higher
- For speeds above 6 Mbps:
- The minimum resolution should be 720p or higher
Review Your QoE Metrics
You can access your QoE metrics through your Prime Video account. To find them:
- Go to Prime Video website
- Select Account & Settings
- Select on Watch History
- Find and select your specific social interest live event
- Open the Stream Quality Metrics dropdown
Your QoE metrics become available in your "Watch History" within 24 hours after the event ends made available by Prime Video. If your Watch History doesn't show any QoE metrics, or if it shows "Pass" indicators, it means that the QoE metrics for the specific title event of social interest met our target streaming quality standards. If it shows "Fail," it means that the above QoE metrics haven't been met.
Note: QoE metrics are linked to the specific event and thus, if you select "delete" on a certain event in the Watch History page, all of the relevant QoE metrics for that event will be deleted as well.
During Live Streaming of Social Interest Events Made Available by Prime Video
You can check your current video resolution while watching a live social interest event:
- Select any button to show player controls
- Select Quality Info or the Info icon
Requesting a Refund for Live Streaming Quality Issues
If QoE metrics show "Fail" you may be eligible for a partial refund of your monthly subscription. It isn't possible to obtain more than one refund per week and the total refund amount in any given month can't exceed one full monthly subscription.
To request a refund:
- Verify that your metrics show "Failed" status in Watch History.
- Download and complete the refund request form.
- Prepare these screenshots:
- Your failed QoE metrics from Watch History
- Your internet speed test results from Misurainternet (taken during the event or within one hour after the event)
- Provide a copy of your contractual connectivity conditions, including, where available, the minimum guaranteed bandwidth
- Within seven calendar days of the social interest live event ending made available
by Prime Video, email primevideo-richiestarimborso@amazon.it with:
- Your completed refund request form
- Required screenshots and documentation as attachments
Important Notes Regarding Refunds
- Refund requests won’t be accepted if quality metrics haven't failed or if the refund form isn’t attached or incomplete (e.g., screenshots or required documents are missing).
- Refund requests won’t be accepted if your internet speed doesn’t satisfy the minimum requirements to use Prime Video, as specified. Prime Video recommends a minimum download speed of 1 Mbps for SD & 5 Mbps for HD.
- Please send your request from the email address associated with your Amazon or Prime Video account as this will allow us to properly manage your request.
- The email address primevideo-richiestarimborso@amazon.it is exclusively for requests related to quality issues for live streaming of social interest events made available by Prime Video. Emails about other topics sent to this address won’t be addressed.