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.
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.
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.
Autopay – The automatic payment of a customer’s invoice from their credit card, debit card or bank account
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.
Collection container. Containers used to store material in offices and other workplaces while awaiting secure shredding service. Collection Containers are designed to be lockable and secure, and generally consist of a variety of sizes of bins, consoles and other units selected to be appropriate for the customer's needs.
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:
- (1) A Computer Record Change - Ind File charge will be applied in the event a specific Carton containing individually listed Files is requested for. Archival Destruction and the Open Shelf Container/Carton 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 charge for the administrative cost of ensuring inventory integrity, as each File, if returned for Storage, will not be able to be inserted into the Open Shelf Container/Carton being destroyed.
- (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.
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.
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 location. The transactional point at which a proof of delivery or pickup (e.g. signature) is required. During delivery and pickup visits, Iron Mountain personnel utilize a hand-held scanning device or manual forms to record service transactions. Upon delivery / receipt, the customer representative acknowledges performance of service by digitally signing the scanner or physically signing the forms. 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.
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.
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 Canada 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.
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.
Fuel surcharge. An additional charge imposed on Transportation Visits to adjust for changes in fuel prices. For additional detail, click here.
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.
Image on demand - overview. Source documents to be converted come from existing hard copy (paper) documents stored at Iron Mountain. Individual files that are to be converted to digital format can be requested for retrieval through Iron Mountain's on-line customer portal (Iron Mountain Connect). Requests for documents to be scanned under the IOD program must be requested by Authorized Users, whose credential 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 imaging, scanned and re-filed to the original storage location. Once the scan of the document is complete, the requestor will receive an email notification; in order to retrieve the imaged document from Iron Mountain's server the requester's credentials must again be authenticated through Iron Mountain Connect. When authentication is complete, the user can download the scanned image to his or her PC. All users must be authorized users of Iron Mountain Connect In order to request imaging on demand and to retrieve files from the server.
The IOD conversion 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 conversion; the labor time is easily sufficient to accommodate the majority of IOD file conversions. For file conversions requiring more complex processes, additional labor costs may be applied (charged in 15-minute increments at the labor rates forth in Customer's Agreement).
(a) Document preparation. Upon retrieval of a requested file and delivery to the imaging center, the requested pages of the file will be prepared for imaging. Typical preparation includes insertion of a single separator sheet, removal of fasteners and bindings, flattening bent corners, orienting the document properly, making minor repairs, and repositioning of smaller documents. Flat bed scanning may be required in some instances and will be charged per page (photocopy fee applies). A single standard separator sheet will be used for each file processed.
(b) Scanning and image processing. Physical source documents will be converted to an electronic format at 300 DPI, in black and white as a PDF multi-page image. The images will be scanned in duplex mode set with automatic blank page deletion at 5K or less per page; images over 5K that contain no appreciable information will be considered as a viable digital image. Deskewing, auto orientation and edge cleanup will be an automated process. The output of the automated process will be accepted as is.
(c) IOD quality control. Iron Mountain provides quality control by comparing certain physical pages with the converted digital image.
Standard Image on Demand Services are only available as a next day service. Rush or half-day services are considered Custom Image on Demand Services that require a separate statement of work and are subject to geographical availability. If the customer’s requirements differ from those described here, then those requirements are considered Custom Image on Demand Services and must be described in a separate, agreed upon statement of work. Charges for retrieval, refile, disposition or physical delivery of source documentation in connection with Image on Demand Services are charged separately at the then current rates.
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.
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.
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.
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 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.
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.
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.
Off-site shredding. The service of securely shredding materials in a plant setting. The service includes the use of Collection Containers, servicing of those containers, transportation, and secure shredding such that the materials cannot practicably be read or reconstructed.
In the Off-Site secure shredding service, Iron Mountain collects and transports the customer's paper-based materials to a shredding plant, where they are processed and destroyed to a non recoverable form using proprietary procedures and commercial grade equipment. Plant based destruction service is ideally suited for those customer applications where high volume materials disposition is required.
On-site shredding. The service of securely shredding materials using a Mobile Shredding Unit at the customer's facility. The service includes the use of Collection Containers, servicing of those containers, and secure shredding such that the materials cannot practicably be read or reconstructed.
Outside courier / customer representative handling – The service provided by Iron Mountain to prepare Items for shipment, or receive Items delivered, by 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. 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.
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.
Permanent withdrawal. TThe 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.
Pound. The unit of weight used for pricing in certain non-standard secure shredding programs. Weight in pounds is estimated based upon the volume level of paper collected from an individual container and the average weight of paper at that volume level in that container type, or for Cartons the average weight of paper in that Carton type.
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 see the following illustration 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.
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 Regular Pickup service, which typically occurs on a fixed weekly schedule. You can request Rush Pickup - Business Day service if you have a need for faster pickup
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 an Individual Listing Fee and a Labour fee 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 Labour fee for Search Time.
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.
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).
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 2:00 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 after 8:00 a.m. and not later than 2:00 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 before 8:00 a.m. or after 2:00 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.
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 - file 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 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.
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 transportation request. A delivery request that is outside normal delivery 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.
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 cost assignment of the Customer Location.
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.
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.
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.