Records management glossary

Please note that this Glossary defines terms used in your Agreement, this website and our business in general. These definitions provide you with clarity around key concepts and terms that are used in the Pricing Schedule. They should be considered part of your Agreement, unless otherwise agreed to in writing by you and Iron Mountain.

Iron Mountain may add or delete terms from the Glossary from time to time, or modify definitions.

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Additional application group setup. The creation of any additional application groups beyond the initial set up once the customer is moved to production; or beyond the baseline offering of 3.

Administrative fee: A monthly fee charged per account for maintenance and administrative services associated with each customer account. Maintenance and administrative services include things such as 24/7 call center availability, Iron Mountain Connect^™, and Report Center standard reporting.

Agreement. The agreement between Iron Mountain and its Customer, consisting generally of a base set of terms and conditions, a Pricing Schedule (often referred to as “Schedule A”) and the Glossary defining terms used in the Pricing Schedule and in descriptions of services. In the event of an inconsistency between components of the Agreement, terms in the base agreement prevail over terms in the Pricing Schedule and the Glossary; and terms in the Pricing Schedule prevail over terms in the Glossary.

Application. Applications refer to the types of files resident in the archive, i.e. PDF, TIFF

Application group. Refers to a logical grouping of applications where indexes and permissions are defined

Archival destruction. The process of securely shredding Cartons, including their paper based contents, and open-shelf Files stored with Iron Mountain upon authorization by the Customer. The Archival Destruction process involves the Archival Destruction Charge, a Retrieval charge for each item to be destroyed, and a Handling Charge. The Archival Destruction process involves retrieval, documentation and destruction by Secure Shredding, such that the material cannot be practicably read or reconstructed. Additional charges may apply for the destruction of non-paper based material. Destruction processing involves: scanning to confirm each Deposit is being changed to Destroyed status, a Handling Charge, and closing the order within the system (up to the standard destruction volume of 1,200 cubic feet per Iron Mountain Market per month). In the event a specific Carton containing individually listed Files, or a File contained in open-shelf storage is requested for Archival Destruction, and the Carton or open-shelf storage contains Files that have previously been retrieved by the customer and are listed as OUT in the SafeKeeperPLUS^® system, each File will be assessed a Computer Record Change Fee for the administrative cost of maintaining inventory integrity.

Archival destruction by recycling. (Discontinued as of March 3, 2008.) The process of recycling Cartons that are stored with Iron Mountain upon Customer authorization. This includes retrieval, documentation and transfer to a 3rd party recycler. Iron Mountain's responsibility for the chain-of-custody of these records ends at its dock where the records are picked up by a 3rd party recycler.

As of March 3, 2008, Iron Mountain no longer supports Archival Destruction by Recycling due to the changes in regulatory environment and privacy laws. All archival destruction requests received after March 3, 2008 will be processed using the Archival Destruction by Secure Shredding method.

Assisted discovery. In the event that Customer requests Iron Mountain to retrieve data, or Iron Mountain discloses Customer Data under subpoena, Iron Mountain shall download Customer Data on to the same type of media provided by Customer or as otherwise reasonably requested. Customer shall pay for such media and shipping costs.

Autopay – The automatic payment of a customer’s invoice from their credit card, debit card or bank account

Batch class. A batch class is a collection of rules and parameters, which define a document capture workflow

Billing cycle. The period of time between billing statements. Charges for storage are billed in advance, with billing in arrears for Cartons received during the month. Charges for service and transportation are billed in arrears.

Bulk 1 Container / Bulk 2 Container. Generic term used for Collection Containers of a non-standard size.

Business days. Monday through Friday, excluding holidays.

Business hours. Begins 8:00 a.m. and ends at 5:00 p.m., local time, on a Business Day. Transportation services may be completed outside Business Hours.

Carton(s). A box or container used to hold records.

Collection container. Collection Containers are used for the temporary storage of awaiting secure destruction service. Collection Containers, designed to be lockable and secure, are available as 65 gallon bins, 40” security consoles, 27” mini consoles and other non-standard unit sizes designed to accommodate a range of environments. Collection containers are generally placed in common office areas within the Customer's facility (e.g. copy, mail rooms or other workplace locations) that are conducive to employee access and use.

Complete update report, Scheduled.The service of producing and distributing an annual hardcopy inventory report for customers who are set up to receive this information. To avoid the charge for this service, customers may obtain the information themselves using Iron Mountain Connect's Report Center.

Computer record change. An Iron Mountain service in which the customer contacts Iron Mountain and requests that we manually update the description of item(s) managed in our inventory system. Standard updates for Computer Record Changes are billed per item. In cases where the change relates to bulk moves or to edits for many items, you will be charged at an hourly rate for work performed. These fees will be identified on your invoice as a Computer Record Change. It is Iron Mountain's policy that record updates performed due to an Iron Mountain error will not be charged to the customer.

Computer record change - Ind File. A charge applied when manual updates to the description of item(s) managed in our inventory system are either requested by a customer or required for inventory integrity purposes set forth herein. A Computer Record Change - Ind File charge will be applied in the following instances to ensure inventory integrity:

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(2) A Computer Record Change - Ind File charge will be applied when Files have been retrieved by the customer and not returned to Iron Mountain for a period of twenty-four months from the date of the retrieval request. Each File will be assessed a charge for the administrative cost of ensuring inventory integrity by designating that the File will not be returned to Iron Mountain.

Standard updates for Computer Record Change - Ind File are billed per item. In cases where the change relates to bulk moves or to edits for many items, the customer will be charged at an hourly rate for work performed. This fee will be identified on the customer’s invoice as a Special Computer Request. It is Iron Mountain's policy that record updates performed due to an Iron Mountain error will not be charged to the customer.

Computer search, online. The service in which Iron Mountain customer service representatives assist the customer in searching the SafeKeeperPLUS database for a particular Carton or File. This service is billed per Item returned in the search. No charge is imposed if the customer performs the search using Iron Mountain Connect.

Consolidation project. A process in which, upon request, Iron Mountain will adjust the allocated Linear Footage of shelf space dedicated to a customer for Open Shelf Storage. Open Shelf Storage charges are based upon the Linear Footage of shelf space allocated to a customer program or File series and not to the Linear Footage of actual Files in storage at a given time. Therefore, Files may be retrieved on a temporary basis, destroyed or withdrawn from storage on a permanent basis without impacting the allocated Linear Feet of shelf space. In cases where the customer's Open Shelf Storage needs exceed its allocated space, we automatically increase the storage allocation to accommodate the growth. When program needs change, customers may request a Consolidation Project to consolidate their Linear Feet of allocated shelf space and to reduce their storage charges. Charges for Consolidation Projects are quoted in advance of the project based upon the labor expected to be required for the project.

Conversion. Transformation of data from a physical format to an electronic file

Cubic Foot/Feet/Footage (CF). The unit of measure for determining charges for storage and service of Cartons. Cubic Footage attributed to a specific Carton or type of Carton may vary from actual physical size. For comparison of actual physical volume with volume attributed for billing purposes for certain frequently used Carton types, click here.

Customer ID. A unique numeric, alphabetic or alphanumeric identifier, up to five digits in length, required to access your Iron Mountain Records Management or Shred account. If you maintain multiple Customer IDs with Iron Mountain, when requesting a file or carton, the Customer ID associated with that specific file or carton must be used to assure that it is located.

Customer location. For Records Management and Data Protection services, the transactional point where proof of service (delivery or pickup), as defined by the receipt of a Customer's signature on the completed work order, is required.

Delivery or pickup may be performed at a centralized delivery/pickup location within a loading dock or mail room or may be performed through multiple visits at several locations within the building. Each stop at which pickup or delivery service is completed and a Customer signature is obtained is considered a distinct Customer Location.

For Secure Shredding Services, the physical Customer site or facility where Iron Mountain collects materials that will be destroyed by the Secure Shredding process.

Custom reports. Any reporting requirements outside the core reporting offering requiring custom development.

Daily service. Recurring Secure Shredding Services performed each Business Day.

Decommissioning. The process of compiling, extracting, and returning a customer's assets, the off-boarding of their implementation and the deletion and destruction of a customer's data, information and environment from Iron Mountain's systems. Decommissioning may include, but not be limited to the following activities: Shutting down any VPNs, removing any FTP sites, return of assets, turning off any standard and customer reporting, closing support accounts, terminating Web access, asset destruction, database off-boarding, workflow clean up and contract, accounting and operations notifications.

Department ID. Information Management tool that enables the customer to breakdown the customer account into a logical series of business units under a Division ID. (e.g. Pediatrics, Cardiology, Obstetrics) Each Customer Account will have a default Master Department ID. A customer may choose to use only Departments to represent a business unit. The Departments would then be created under the default Master Division. * See Division ID.

Deposits. A Carton, File or other record that is serviced, transported, or stored in an Iron Mountain facility. A Deposit may be a Carton, individual File or other Item for storage. Also known as Item/Items.

Digital images scanned. Includes up to five- minutes of document preparation per file, quality control of scanned images, up to ten characters of manual indexing per image, up to 2 minutes of re-assembly per file, and delivery of image(s) to customer

Discount rate. The percentage reduction offered by Iron Mountain to the Customer to the List Price. The Discount Rate earned by the customer is determined by Iron Mountain and is calculated based on the total amount invoiced by Iron Mountain and paid by customer for records storage and services in the United States in the past 12 months. The List Price, adjusted for the Discount Rate applicable to the Customer, will be calculated to the third place to the right of the decimal point. In the event the List Price so adjusted has a number other than zero in the fourth place to the right of the decimal point, the effective price will be rounded up. For example, if the List Price reduced by the Customer’s discount after applying the Discount Rate is $.3581, the Customer’s effective price will be rounded up to $.359.

Division ID. Information Management tool that enables the customer to structure the customer account into a logical series of business units called Divisions. (e.g. Outpatient Care, Hospice Care, Ambulatory) Each Customer Account will have a default Master Division ID. * See Department ID.

Document imaging programming. Programming of batch classes which may include multiple outputs, PDF generation or other unique customer requirements requiring additional programming above and beyond the standard document imaging setup

Document imaging setup. Includes up to 5 hours of programming to create a batch class which indicates customer specific image settings: index fields, an output path for the image, and image formatting.

Document preparation. Document preparation includes the work associated with preparing a document for imaging. This includes document separation, removing all fasteners, adjusting bent corners, taping tears and other tasks necessary to cleanly convert a document to a digital image. The document preparation charge is determined for each document type and the same charge is applied for each page prepared.

Electronic payments – Any payment made by a customer to Iron Mountain via electronic transfer of funds (EFT) either through credit card or debit card, direct deposit payment, direct debit payment, wire transfer, digital wallet or ACH (automated clearing house).

Expedited Transportation – A service available in zones Metro, NY Metro, 1, 2, and 3 zip codes where Iron Mountain picks up or delivers Deposits to a Customer location within the next Business Day.

Fax. The act of faxing a document or group of documents as an alternative delivery mechanism for a Retrieval Order as requested by the customer. The service includes Retrieval and may include other services such as Photocopying for which separate charges will be assessed. This service is billed per page plus Retrieval charge.

File(s). A document or group of documents contained inside a folder. Files may be stored in Cartons on shelves or in Open Shelf Storage.

Floor walk service. A component of the materials collection process for Secure Shredding Service whereby personnel walk through a Customer's facility to access and service collection containers per the work order requirements.

Flat fee. Services billed at a fixed rate or price.

Fuel surcharge. An additional charge imposed on Transportation Visits to adjust for changes in fuel prices. For additional detail, click here.

Gigabyte. A unit of information or computer storage meaning exactly 1 billion bytes (1000³ or 10⁹) or approximately 1.07 billion bytes (1024³ or 2³⁰). It is commonly abbreviated GB or Gbyte.

Governance, risk and compliance service fee: A monthly fee charged per account for governance, risk and compliance services and for maintenance and administrative services. Governance, risk and compliance services include Policy Center Essential, an information risk assessment tool, and information management courses on our Information and Economics Academy. Maintenance and administrative services include 24/7 call center availability, Iron Mountain Connect™, and Report Center standard reporting. These maintenance and administrative services were formerly billed separately as an Administrative Fee.

Handling charge. The charge for use of vehicle load capacity, the service of preparing Items for transportation, and the loading onto and off of Iron Mountain vehicles when making a pickup or delivery. For Archival Destruction, Handling Charges include transporting items to the Shredding Plant and staging for destruction. For Permanent Withdrawal, Handling Charges include the process of consolidating all Deposits being permanently withdrawn from all buildings within each market, and staging those Deposits on an Iron Mountain dock location for pick up by the customer or a company designated by the customer, and Iron Mountain personnel loading Deposits onto trucks or trailers. Handling Charges are based upon the Cubic Footage of Items transported. For transportation, Files are consolidated into Packages. Handling Charges for Packages are charged at one Cubic Foot per Package. All Cartons are subject to a minimum Handling Charge of one Cubic Foot. Find out more about special transportation requests and charges here.

Hold code. Record Management tool that enables the customer to manage/prevent the disposition of records for individual cartons, departments, record services or accounts.
* See Record Code and Retention Schedule.

Hour. Unit of billing for certain services defined as “per hour”. Charges are calculated for the elapsed time required to perform the service, measured in fifteen minute increments.

Hourly document preparation. This includes extra actions performed during document preparation that were not anticipated in the pre-defined scope of work agreed with the customer. This may include photocopying or repairing damaged documents. Charges are calculated for the elapsed time required to perform the service and rounded up to the nearest 15 minute increment.

Image Capture/Scan. This is the process of taking physical paper documents and transferring them to digital images. Document preparation or document indexing may be included in this charge or may be priced separately.

Image delivery to FTP. Scanned images are delivered to a pre-defined, password-protected FTP (file transport protocol) site where they can be retrieved by authorized users.

Image indexing. Adding the customer defined indexes to the digitized images.

Image master to media. Images are written to a CD, DVD, or Film and delivered to the customer.

Image on demand monthly services. Under this pricing methodology, a customer pays a monthly fee for a set volume of image-on-demand orders. If the total number of orders placed by a customer in one month exceeds the purchased number of orders, the customer will incur an incremental charge calculated on a per-image basis.

Image on demand - overview. Individual files that are to be converted to digital format and delivered to the customer digitally can be requested through Iron Mountain's on-line customer portal, Iron Mountain Connect. Requests for files to be scanned under the IOD program must be requested by Authorized Users, whose credentials will be verified through Iron Mountain Connect.

Upon Iron Mountain's receipt of Customer's request, the file will be retrieved from storage, prepared for scanning, scanned and re-filed to the original storage location. When the digitized file is available to the Customer on Iron Mountain’s electronic repository, the requestor will receive an email notification containing a hyperlink that can be followed to view the digitized file. In order to view and retrieve the digitized file from Iron Mountain's electronic repository, the requester's credentials must again be authenticated through Iron Mountain Connect. When authentication is complete, the user can download the digital file to his or her PC. All users must be authorized users of Iron Mountain Connect In order to request Image on Demand services and to view or retrieve digital files from the repository.

The IOD digitization process includes several steps: Document Preparation, Scanning, Quality Control, and Re-Assembly (scope of activities are defined below). Eight (8) minutes of labor are provided for each file requested for IOD digitization; this amount of labor time is sufficient to accommodate the majority of IOD file conversions. For files requiring more complex processes, additional labor costs may be applied and will be charged in 15-minute increments at the labor rates set forth in Customer's Agreement.

(a) Document Preparation. Upon retrieval of a requested file, the requested pages of the file will be prepared for digitization. Typical preparation includes the insertion of a file header sheet, removal of fasteners and bindings, flattening bent corners, orienting the document properly, making minor repairs to the paper if required for scanning, and positioning smaller documents for auto feed scanning. Flatbed scanning may be required in some instances and will be charged per page (photocopy fee applies). A single file header sheet will be used for each file processed.

(b) Scanning and Image Processing. Physical source files will be converted to an electronic format at 300 DPI, in black and white and presented as a multi page PDF. The pages of the file will be scanned in duplex mode (front and back) with automatic blank page deletion at 5K or less per page; images over 5K will be delivered as an image in the digital file. Deskewing, auto orientation and edge cleanup will be an automated process with the output of these automated processes accepted as is.

(c) Iron Mountain provides quality control by comparing certain physical pages of the file with the converted digital image.

(d) Document Reassembly. Upon completion of the digitization process, pages are returned to the original folder, in original page order, without bindings (if bindings were removed for conversion).

Image transmission after hours. Service requested outside of normal business hours - Monday through Friday 8:00 AM to 5:00 PM. Requests for service on weekends and communicated holidays are also considered After Hours services

Implementation fee for image archiving. Implementation includes

Kick-off meeting and definition of Customer requirements
Creation of the database schema
Application groups: up to three (3)
- Defined by the indexes associated with the document type(s) and by which groups of users are allowed access
Applications: up to three (3)
- Defined by electronic format type (for example: PDF or TIFF)
Document Types: up to three (3)
Index fields per document: up to ten (10)
Characters per index field: up to thirty-two (32)
Implementation of user accounts and creation of up to two (2) security schemas (Customer is responsible for administering user accounts subsequent to initial implementation).
Creation of related batch classes
Testing of the data processes associated with Customer's business requirements

Individual listing. The process of data entry of standard File descriptions into the SafeKeeperPLUS® system to create Listed Files or the process of file level validation for files requested that have not been previously data entered.

Individual listing patient files. The process of capturing one or more unique patient file identifiers in the SafekeeperPlus® system, so that patient files can be easily accessed from open shelf or carton storage. Patient files include Medical Records, Radiology films, Cine films, Mammograms and Fetal Monitor Strips.

Individual listing - Customer - The process of data entry by the customer of File descriptions into Iron Mountain Connect.

Individual listing - IM Link - The process of uploading File descriptions from a customer's internal system to Iron Mountain's SafeKeeperPLUS system using Iron Mountain Link.

Individual listing - IM Upload - The process of uploading File descriptions from a data file to Iron Mountain's SafeKeeperPLUS system. The data file is handled by a programmer in the production support team and the service is charged per upload unless considered a Special Project.

Initial move. For a new customer, the initial transfer of Items to Iron Mountain for storage, including Regular Pickup, transportation, Receiving and Entry and placement into storage. The period of time considered the Initial Move is set forth in the Pricing Schedule but normally does not exceed forty-five (45) days. The maximum number of Items included in an Initial Move may also be set forth in the Pricing Schedule. Charges in the Pricing Schedule assume that customer's cartons are available for pickup on a dock (palletized, wrapped, and inventoried) before the arrival of an Iron Mountain vehicle.

Initial move cartons. The Cartons that are included in the Initial Move from the customer and/or customer's vendor.

Initial service frequency. Anticipated service frequency that a Customer requests when initially engaging Iron Mountain to deliver and/or implement Secure Shredding services. Service schedule requirements and constraints will be determined by mutual agreement between the Customer and Iron Mountain with follow-on adjustments as necessary.

Interfile. A new File or document that is sent to storage and inserted into an existing Carton or File.

Item/Items. A Carton, File, or other record that is serviced, transported or stored in an Iron Mountain facility. An Item may be a Carton, individual File or other record for storage. Also known as a Deposit.

Labor. The time required to perform any service requested by a Customer that is not specifically described and provided for in your Pricing Schedule or in the Additional Services section of this website (billed in fifteen minutes increments).

Linear Foot/Feet/Footage (LF). The unit of measure for determining charges for storage and service in Open Shelf format. Linear Foot measurement includes shelving space allocated to a customer based on initial records moved in, plus growth in File volume. Linear Footage attributed to a customer does not vary because of temporary Retrievals or Permanent Withdrawals unless the customer undertakes a File Consolidation Project to reduce shelving allocated to the program.

List price. The price for commonly provided Storage and Service items as published by Iron Mountain from time to time.

Metro zone service: An additional charge assessed on Transportation Visits at Customer Locations located in certain metropolitan areas. You can find the affected metropolitan areas, the additional charge applicable to each, and other information about special transportation requests and charges here.

Minimum carton size: Iron Mountain requires use of the Standard Archive Carton (Letter / Legal External 1.2 CF box) as the minimum carton size for records storage.

Minimum dollar commitment. The minimum fee Customer agrees to pay each calendar month and is the total of the price per gigabyte and the per user fee. Each calendar month, the total monthly service cost is calculated and compared to the MMDC. If the total monthly service cost is less than the MMDC, the MMDC will be the fee Customer is charged for the calendar month.

Minimum pallet size: Iron Mountain requires use of the 66.7 cubic foot (CF) pallet as the minimum pallet size for pallet storage.

Minimum service order charge. A minimum order charge applied to a customer's account when the service order, excluding transportation-related charges, does not meet the customer's contractual service order minimum, as set forth in the Pricing Schedule.

Minimum shredding service charge. All Secure Shredding Work Orders are subject to a minimum Service Charge. The charge will apply when the total fees associated with performing Secure Shredding services per the Customer Work Order are less than the stated minimum required service charge set forth in the Customer's Pricing Schedule.

Minimum storage charge. A minimum monthly storage charge that is applied to a customer's account when the storage charges do not meet the customer's contractual minimum storage requirement. Any cartons that are inbounded after the Month-End Cut-off date will not be included in the minimum storage calculation until the subsequent month.

Miscellaneous services. Charges for services requested by a customer that are not specifically described and provided for in the customer's Pricing Schedule or in the Additional Services section of this website. Miscellaneous Services are billed at the customer's contracted Labor rate. See Labor.

Mobile Shredding Unit (MSU). A vehicle outfitted with onboard commercial grade shredding equipment approved by Iron Mountain for the destruction of Paper-based Materials.

Month-end Cut-off. The specific date at the end of a month that triggers the conclusion of a given Billing Cycle. For accounting purposes, Iron Mountain measures services as of a specific date, fixed annually in advance and a few days prior to the end of each month, in order to process invoices promptly. Services performed or Cartons added after the Month-end Cut-off date will be billed in the subsequent month. Upon request, Iron Mountain will advise the customer of future Month-end Cut-off dates.

Monthly storage. Monthly storage fee paid by customers of the Digital Record Center™ for Images based on total number of gigabytes stored.

Non paper materials. Any material that is not paper-based such as metal; plastic, bio-hazard, E-waste or wet material of any kind. Iron Mountain deems such materials unacceptable for destruction by standard, commercial shredding equipment.

Non-Standard collection container. Any container that falls outside the parameters of Iron Mountain's three (3) Standard Collection Container options: 65 gallon bin; 40” security console and 27” mini security console.

Offsite shredding. Offsite Shredding refers to materials destruction performed at a secure facility. Includes collection and transport of the Customer's Paper-based Materials for destruction processing at a secure facility. Materials are subsequently destroyed to a non-recoverable form using proprietary procedures and commercial grade equipment. Following destruction, shredded materials are recycled.

Onsite shredding. Onsite Shredding refers to materials destruction performed at or near a Customer Location using a Mobile Shredding Unit. Includes collection, destruction and transfer of Customer's shredded material for subsequent processing. Following destruction, shredded materials are recycled.

On-call service fee. An additional fee charged to the Customer's work order for any unscheduled service or deviation from standard service as defined in the Customer Agreement

On-site training. Administrative training is delivered on site at the customer's location; it is a one time training overview of the security model set up for that customer. Customers will learn how to add a user, change a password, and add a user to an existing User Group. There is a two-day minimum associated with this training.

Open shelf storage. Storage of Items in File folders (and not within Cartons) generally used for records that require frequent access, such as medical records. See Linear Foot/Feet/Footage (LF).

Open shelf retrieval. The act of physically locating and pulling a File from an open shelf storage location in an Iron Mountain facility based on criteria provided by the Customer in the Order.

Order. A customer request for service related to its records. Multiple requests for service received at different times may result in multiple Orders, even if services are provided to the same Customer Location if the Iron Mountain dispatcher is unable to combine the Orders due to time or type of service.

Outside Courier / Customer Representative Handling.The service provided by Iron Mountain to prepare Items for shipment, or receive Items delivered, by a third party carrier, or to prepare or receive Items picked up or dropped off by the customer or the customer’s representative. This service is billed per Item, except for customer pick-ups and third party carrier shipments of Files, in which case, where feasible, Iron Mountain will consolidate multiple Files into Packages and bill this service per Package.

Order Service Fee: A fee applied when an Iron Mountain Connect-eligible account places a manual order through an Iron Mountain employee, rather than through Iron Mountain Connect. The Order Service Fee will apply per order (excluding Special Projects) to all pickups, retrievals, supplies, Permanent Withdrawals, Image on Demand orders, as set forth in the Pricing Schedule.

Package. A bag, envelope, or container used to securely transport individual Files. In cases where customers send Files to Iron Mountain that are not contained within a Carton, or in cases where Iron Mountain sends a File back to the customer via a File Retrieval, Iron Mountain will insert the File into a Package. This process is designed to ensure the integrity of File records during transport.

Pallet storage: Pallet storage is the storage of a number of non-record assets as a single pallet unit.

Paper-based materials. Office paper, light cardboard and similar material such as stationery, envelopes, file folders etc. Excludes Non-Paper Materials.

Permanent withdrawal. The act of processing a Permanent Withdrawal order to prepare and confirm Items retrieved at Iron Mountain's dock for transportation and to update the status of the Item in the inventory system. Permanent Withdrawal applies to Items that will not be returned to Iron Mountain for storage, but are not to be destroyed by Iron Mountain. Permanent Withdrawal charges will apply when Items are removed from Iron Mountain and will not be returned, regardless of whether the removal occurs during the contract term, at the end of the contact term, upon expiration of the contract, or as a result of a customer terminating the contract, by non-renewing or otherwise. Deposits processed for Permanent Withdrawal are deducted from the storage billing at the end of the month this process occurs. The Permanent Withdrawal process involves the Permanent Withdrawal charge, a Retrieval charge for each item to be withdrawn, and a Handling Charge. Permanent Withdrawal processing involves scanning to confirm each Deposit is being changed to permanently withdrawn status, a Handling Charge and closing the order within the system (up to the standard destruction volume of 1,200 cubic feet per Iron Mountain Market per month). In the context of a customer ending its relationship with Iron Mountain and closing its account, (whether by way of contract expiration, contract non-renewal, contract termination or otherwise), the maximum cubic feet of cartons that Iron Mountain will transfer back to the customer (or the customer’s new vendor) is 1,200 cubic feet per month, per Iron Mountain market. Items that are not picked up by a customer within 30 days may be subject to additional charges, including but not limited to charges for refiling and retrieval.

Permanent withdrawal file from carton charge. A charge applied when Files are removed from Iron Mountain and will not be returned, regardless of whether the removal occurs during the contract term, at the end of the contact term, upon expiration of the contract, or as a result of a customer terminating the contract, by non-renewing or otherwise.

Photocopy.The act of photocopying a document or group of documents as requested by the customer. This service is billed per page plus Retrieval charge and is requested in conjunction with a Retrieval Order unless considered a Special Project.

Plastic media. Items such as Microfilm / Microfiche, Magnetic Media, Compact, Floppy and or Digital Video Disks, Magnetic Cartridges, VHS & Cassette Tapes and X-Rays. Iron Mountain accepts such media if collected separately for secure destruction by third party processing as a special work order.

Pound. A non-standard pricing measurement used for pricing certain secure shredding programs. Iron Mountain estimates weight based upon approximate paper volume collected from an individual container and the average weight of paper at full volume for that container type. For cartons, the weight is the Iron Mountain assigned weight of paper for that Carton type.

Professional services fee. Fee for professional services engagements.

Program setup. The initial delivery and placement of Collection Containers at the Customer's site.

Re-Boxing charge. Iron Mountain may replace Cartons when the condition of the Carton will not support other Cartons in a standard storage configuration, or when the Carton is not safe for transport or handling. Re-boxing charge includes both the price of the replacement Carton and Labor, at a rate per Carton, to carry out the re-boxing service. Re-box charge will show on your invoice as a "Repack Charge" plus the charge for a new carton. Please view our carton storage section for an example of a container that would require re-boxing.

Receiving and entry - cartons. The act of processing new Deposits when they are first received at an Iron Mountain facility, resulting in an increased storage volume. Includes the physical receipt, processing, assignment to a storage location and placement in the storage location. Items are scheduled to be completed into Iron Mountain's database not later than three Business Days after pickup. This does not include Individual Listing of Files - if applicable.

Receiving and entry - open shelf files. The act of processing new Files when they are first received at an Iron Mountain facility. The service charge for Receiving and Entry is based upon the allocated Linear Feet of Files processed (shown on your invoice as Receiving & Entry). This does not include Individual Listing of Files, if applicable.

Record code. Record Management tool that enables the customer to group like records together and create a structure that defines record type, descriptions, and retention lengths. *See Hold Code and Retention Schedule.

Refile. A Carton, File or Item previously retrieved by a customer that is returned to storage at an Iron Mountain facility.

Regular pickup. A service where Items are picked up by Iron Mountain at a customer's location for transport to an Iron Mountain facility. Transportation from your site to Iron Mountain is normally performed using the Regular Pickup service, which typically occurs on a fixed weekly schedule. You can request a Rush Pickup - Business Day service if you have a need for faster pickup.

Regular retrieval charge. The processing of a Retrieval Order for a File from a Carton in a regular service timeframe. Price based on Retrieval of Files from Carton that are individually listed into the Iron Mountain database. Files requested for Retrieval where the files are not individually listed will result in an Individual Listing Fee and a Labor fee for Search Time

Regular retrieval - File from carton. The processing of a Retrieval Order for a File from a Carton in a regular service timeframe. Price based on Retrieval of Files from Carton that are individually listed into the Iron Mountain database. Files requested for Retrieval where the files are not individually listed will result in a Individual Listing Fee and possibly a Labor charge for Search Time.

Regular retrieval - file from open shelf. The processing of a Retrieval order for a File from an Open Shelf in a regular service timeframe. Price based on Retrieval of Files from Open Shelf that are individually listed into the Iron Mountain database. Files requested for Retrieval where the files are not listed will result in a Labor fee for Search Time.

Regularly scheduled service. Shredding service that occurs according to a pre-determined schedule.

Relid. Iron Mountain may replace the lid (top) of a carton when the condition of the lid will not support other Cartons in a standard storage configuration, when the security of the information inside the Carton is no longer intact due to the damage or construction of the lid, or when the Carton is not safe for transport or handling. Re-lidding charge includes both the price of the replacement lid and Labor, at a rate per carton, to carry out the re-lidding service. Re-lid charge will show on your invoice as a "Relid" plus the charge for a new lid.

Removable media encryption. All customer information released to removable media devices, created within the Iron Mountain's DCS (Document Conversion Services) Imaging Centers, is encrypted.
The encryption solution encrypts the media device using 256-bit Advanced Encryption Standard (AES). The encryption key is emailed to the customer. At the time of use, the customer will be prompted to enter the encryption key to decrypt the media device. This decrypt method does not require the customer to download a decryption application. Removable media consists of CD, DVD, external hard drive or flash drives.

Removal of docs or batches from storage. This is a Professional Services engagement where the customer has provided Iron Mountain with a listing all the meta data associated with the documents they would like deleted and those documents are deleted from the repository.

Repack - See the definition for Re-boxing Charge above.

Retention schedule. Information Management Tool that enables the customer to set a foundation for company-wide compliant record management policies. * View best practice guidelines on corporate records retention policies posted on the Iron Mountain Connect system. * See Hold Code and Record Code.

Retrieval. The processing of a retrieval order and preparing Items for delivery. Includes locating and pulling a Carton or File from storage at an Iron Mountain facility. A Retrieval is considered a temporary removal of an Item from storage. Storage charges continue to be assessed for retrieved Items until they are either destroyed or permanently withdrawn. Any service performed in addition to a Retrieval will be billed as a separate line item on the customer's invoice (e.g., Permanent Withdrawal, Archival Destruction, Secure Shredding, imaging, faxing).

RFID – Radio Frequency Identification – Wireless non-contact use of radio-frequency electromagnetic fields to transfer data. RFID tags come with a chip that has a unique RFID transponder number that represents your customer SKP box number printed on the tag. When conducting an audit, the RFID ready picks up the box number automatically.

Rush delivery - after hours. A service where Iron Mountain delivers Deposits at a customer's facility on an accelerated basis when placement of order is received after 3:00 p.m. or before 8:00 a.m. local time on a Business Day. Delivery service is scheduled for delivery not later than four (4) hours after placement of the Order. This delivery schedule is conditioned on the order's not exceeding forty (40) Items and the delivery destination not exceeding thirty (30) road miles from the Iron Mountain facility. Requests outside of this condition may be considered a Special Transportation Request.

Rush delivery - business day. A service where Iron Mountain delivers Deposits to a customer's facility on an accelerated basis. Items that are ordered not later than 3:00 p.m. on a Business Day are scheduled for delivery not later than three (3) hours of the placement of the Order. If an Order is placed after 3:00 p.m. local time on a Business Day, the Order will be delivered as a “Rush Delivery - After Hours”. This delivery schedule is based on the order not exceeding forty (40) Items and the delivery destination not being more than thirty (30) miles from the Iron Mountain facility where the Items are stored.

Rush pickup - business day. A service where Iron Mountain picks up Items at a customer's facility on an accelerated basis, scheduled to be the next Business Day when the Order is placed by 4:00 p.m. local time on a Business Day. This delivery schedule is premised on the Order not exceeding one hundred (100) cubic feet per day per physical customer facility, and the delivery destination not exceeding fifty (50) road miles from the Iron Mountain facility.

Rush retrieval. The act of processing a Retrieval order and preparing Items for a rush level transportation service.

Rush retrieval - file from carton. The processing of a Rush Retrieval order for a File from a Carton in a rush service level timeframe. Price based on Retrieval of Files from Carton that are individually listed into the Iron Mountain database. Files requested for Retrieval where the files are not listed may result in a Labor charge for Search Time.

Rush retrieval - rile from open shelf. The processing of a Rush Retrieval order for a File from an Open Shelf in a rush service level timeframe. Price based on Retrieval of Files from Open Shelf that are individually listed into the Iron Mountain database. Files requested for Retrieval where the files are not listed may result in a Labor charge for Search Time.

Rush service. A Service level assigned to a specific order when delivery is required at a faster time than under Regular Service. Specific delivery schedule for Rush Service is set forth in the Pricing Schedule and individual service descriptions in this Glossary.

Search charge.The extra service provided when a record center specialist is unable to immediately locate an Item due to the incorrect or limited metadata provided by the customer when placing the order. This service is billed per search.

Search time. The time required to locate a File that is not listed within Iron Mountain's database or when the customer does not know specifically which carton or file they need and they request Iron Mountain employees to search through various deposits. Charges for Search Time are based on Labor time.

Secure media destruction. A secure method for destroying Plastic Media materials to a non recoverable form via high heat processing.

Secure shredding. The service of shredding Paper-based Materials to a destruction standard that renders the materials practicably unreadable or non-reconstructable. Includes collection, transport and processing of Customer materials specified for destruction per the Customer Work Order. Secure Shredding services are performed via Offsite or Onsite destruction method, dependent upon Customer need or preference. Both Offsite and Onsite shredding are performed exclusively for Paper-based Materials.

Security schema. a security schema is defined as a set of rules which allow customers access to the Digital Record Center™ for Images. Permissions resident in a customer's unique security schema may include login in ID and password, which applications they have access to and which permissions they have within an application

Service frequency. The agreed upon number of shredding service events that are scheduled for a Customer Location.

Shipping / outside courier. The service provided when Iron Mountain utilizes a third party shipping carrier to deliver Items on an Order either at the Customer’s request or outside the applicable service area. Common carriers utilized by Iron Mountain are UPS, DHL, Federal Express.

Shredding plant. A secure destruction facility where Paper-based Materials are destroyed using proprietary procedures and commercial grade shredding equipment.

Special projects. A requested Labor service provided to a customer outside the scope of routine services. Some examples include: imaging, file packing and purging, Re-boxing, re-labeling, file room management, drop filing/interfiling, and data correction in the database, etc. Special Projects are quoted by project. The pricing for transactional services listed on the Pricing Schedule may differ when they are part of a special project.

Special computer request. The service provided by Iron Mountain to provide custom reporting data out of the SafeKeeperPLUS system. These non-standard reports require custom programming and are billed per request based on the programming time required for each request. Customers may access a variety of standard reports at no charge via Iron Mountain Connect Report Center.

Special transportation request. A delivery, pickup, or other service request that is outside normal service parameters because of time or distance requirements. Iron Mountain will consider Special Transportation Requests where feasible, and will quote prices associated to any such service.

Staged service. Shredding Service collection method where the Customer retrieves Collection Containers from its facility and pre-positions them for shredding service access. All Staging locations must be approved by Iron Mountain in advance of the Customer's first service visit.

Standard archive carton. The required minimum Carton size for storage with Iron Mountain. The Standard Archive Carton has an intended use to store a half-drawer of letter or legal records, has an external dimension of approximately 16.25" x 12.75" x 10.25" and has an external cubic footage of 1.2 CF. Iron Mountain requires use of the Standard Archive Carton due to its storage efficiency and its ability to retain structural integrity during handling, transportation, and long term storage.

Standard delivery. A service where Iron Mountain delivers Items to a Customer Location. Delivery services for deliveries of two boxes and/or ten files or less will be delivered via third party carrier within two Business Days. Deliveries of greater than three boxes and/or eleven files will be delivered on a fixed weekly schedule with the day of week dependent on the postal code assignment of the Customer Location.

Storage. Storage of Customer Deposits at an Iron Mountain facility utilizing Cartons provided by the Customers or in Open Shelf Configuration, based upon Customer program needs.

Storage, LF. Shown on an invoice for the Linear Footage charges for Storage of Files in an open shelf location at an Iron Mountain facility.

Storage, New. Shown on an invoice for the charge for storage of new Deposits at an Iron Mountain facility for the month in which they are received, through the next regular billing cycle.

Storage, Regular. Shown on an invoice for the recurring charge for storage of Deposits at an Iron Mountain facility.

Telecommunications fee. This is the fee for a telecommunications line running directly from an Iron Mountain facility to the customer site. Iron Mountain holds the contract for the line and passes the charges through to the customer.

Temporary retrieval. Removal of Items from storage on a temporary basis; i.e., with the expectation that the Items will be returned to storage. Items that are “out” on temporary retrieval continue to be billed for storage, as the storage location is retained for return of the Item.

Transportation service zones. Zones based on the customer’s distance from an Iron Mountain facility or the customer’s presence in certain metropolitan areas.

Transportation visit. The act of providing transportation-related services, including but not limited to, delivery or pickup at a Customer Location, or the act of providing secure shredding services.

Trip charge. The charge that will appear on a Customer invoice to represent service performed for a Transportation Visit. Find out more about special transportation requests and charges here.

Unlisted files. Files not individually listed are referred to as Unlisted Files. The retrieval of an Unlisted File results in a labor fee (billed in 15 minute increments) for search time, in addition to an Individual Listing fee, as provided in your Pricing Schedule.

User. A named user of the Digital Record Center™ for Images.

Vaccination surcharge: An additional charge imposed on a Transportation Visit when a customer requests service from a vaccinated-only (COVID) driver.

Wait time. A charge assessed in the event that the customer causes delay of the Iron Mountain courier in performing his or her tasks. Wait Time is charged based upon the Labor rates in the customer's Pricing Schedule. Delays can occur due to the shipment not being properly prepared or inability to access elevators or building docks at the customer's site. Billable Wait Time commences 15 minutes after the driver has arrived at the customer site and ceases when the driver can begin performing the service designated for the Transportation Visit.

Web-based training. Remote training conducted via web-based, distance-learning.

Web services integration. Iron Mountain offers a package that will enable integration with the Digital Record Center™ for Images. This package includes:

Digital Record Center™ for Images Web Services API User Documentation
A Kick-off meeting facilitated by Professional Services where design consultation is provided for the project
Up to 20 hours of support within an 8 week timeframe
Configuration of and assistance with a test environment for validating the implementation
- Testing should be completed within the 8 week timeframe
- Support for the test system is available 9:00am to 5:00pm EST

Weekly service. Secure Shredding services performed on a weekly basis at a Customer location

Work order. A written description of services prepared by Iron Mountain in response to Customer's request(s) Work Orders are the source documents for service, billing and invoicing purposes.