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. The form of the Glossary that exists on the date that a customer's Agreement becomes effective or is renewed will constitute the terms applicable to such customer's Agreement.
Administrative Fee: A monthly fee charged to all accounts for the supply and maintenance of Authorized User ID cards issued to Customer personnel and other administrative services associated with the management of each account.
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.
Authorization Levels: Authorization Levels signify the levels of authority to deal with Media that Customers assign to their employees to control access and actions related to Media stored with Iron Mountain. Authorization at one level does not constitute authorization for other levels. Standard Authorization Levels are defined below:
A: Release Media - The employee may release Media during a pickup by Iron Mountain for offsite Backup Tape Vaulting, but may not request the return of Media from Iron Mountain to the Customer's location.
B: Receive & Request Media - The employee may receive Media when returned to the Customer's location from Iron Mountain, and may request the return of Media (including Order Modifications and requests for change of return date previously assigned to Media stored at Iron Mountain), except for Standard Special or Critical Special requests.
C: Access Iron Mountain Facilities - The employee may visit an Iron Mountain facility but may not receive or request the return of Media.
D: Place Emergency and Special Requests - The employee may request the return of Media during a declared emergency, and may request the return of Media stored at Iron Mountain, including Standard Special or Critical Special requests.
E: Modify Authorizations, Etc. - The employee may create and modify other users' Authorization Levels, including security privileges; may request the return of Media, including Standard Special or Critical Special requests; may visit an Iron Mountain facility and authorize temporary access for another person; may change service frequency or location; may change service window; may request billing or contractual information; and may request service cancellation.
R: Receive Only - The employee may receive Media when returned to Customer's location from Iron Mountain and initiate search requests.
Each Customer account must have at least one individual for each of the authorization levels A, B and D. In addition, each Customer account must have at least two (2) E-level authorized employees. Levels can be modified by an E-Level employee at any time using SecureSync™.
In the event of a disaster, additional security procedures are put into place in order to protect critical information. Disaster Recovery Authorization Levels are designated in addition to the standard Authorization Levels and consist of the following:
Disaster Recovery Authorization Levels
DR 1: The employee can confirm Items of Media to be included in the Disaster Recovery activity.
DR 2: The employee is authorized to revise Customer's Disaster Recovery documents.
DR 3: The employee is authorized to declare a Disaster.
DR 4: The employee is authorized to revise the employees assigned to various Disaster Recovery Authorization Levels.
Each Customer account must have at a minimum two (2) DR 4 level users at all times. Levels can be modified at any time by an employee having a DR 4 Authorization Level using SecureSync™.
Authorization Number: A unique six-digit number assigned by Iron Mountain that is used by Customer employees to interact with Iron Mountain and request services. Each authorized employee has an authorization card bearing a unique Authorization Number.
BackupCare: BackupCare is a data protection service provided by Iron Mountain where a Transportation Service Specialist removes an ejected tape from a Customer drive according to Customer specifications and replaces it with a Customer recycled tape or with new tape as requested.
Backup Tape Vaulting: The service of storing individual Media Items or Containers at an offsite data protection facility. Fees for vaulting services are on a monthly basis and are based predominantly on the size, shape, volume and type of Media. Unless otherwise stated in the pricing schedule, all Containers used for vaulting are owned by Iron Mountain.
Cancellation Fee: The charge assessed if the Agreement is terminated by Customer prior to its expiration date other than for cause; the Cancellation Fee, is equal to the average amount of the most recent six (6) months of invoices multiplied by the remaining months in the then-current term of the Agreement, and must be paid prior to Iron Mountain's return of stored Media to Customer.
Chain of Custody: Iron Mountain's internal process management approach which continually tracks the movement of media from the customer site to our vehicles, from our vehicles in to our vaults, and back to the Customer as required. Chain of Custody is monitored through a combination of documented and auditable computer based and manual steps.
Closed Container: A barcode-labeled Container that is received in an Iron Mountain facility under a program in which the Container is not opened while in Iron Mountain's custody except as specifically requested by Customer. The Container is ordinarily secured by a keyed lock provided by Iron Mountain, or another device chosen by Customer. Iron Mountain tracks the Container by its unique barcode, and is generally not aware of the contents.
Container(s): A metal or plastic device used to transport and/or store Media; Containers vary significantly in size, design and capacity. Please refer to the Container Categorization List for a listing of commonly used Containers grouped by size, not capacity. Containers not found on the List require Iron Mountain approval for use and storage of such containers will be quoted on an individual basis through assignment to one of the categories on the Container Categorization List, except those Containers larger than the X-Large category, which will be quoted separately.
Critical Special: Emergency transportation service in which delivery or pickup of Media is scheduled to occur within three (3) hours of the Authorized Customer employees telephone notification: also refers to a Customer request for non-scheduled deliveries where the request is entered at a time such that Iron Mountain cannot consolidate the requested Items on an existing scheduled route and effect delivery within the desired schedule. A Critical Special is available only for Customer Locations within the local branch's Service Territory and is charged per Customer Location, per trip. The Critical Special charge is in addition to the Scheduled Service trip charge. When using Critical Special service frequently in lieu of Scheduled Service for transportation, Iron Mountain may recommend adding more days to the Customers Scheduled Service plan or may suggest transitioning to Dedicated Transportation service.
Customer Number: A unique account number (for the servicing branch) assigned by Iron Mountain to Customer. This number is required to request services from Iron Mountain and invoices will generate under this number after services are performed.
Data Entry Fee: For each Transportation Visit where a Customer sends open media offsite to Iron Mountain, the Customer is required to also electronically transmit an open media distribution list. For any account where this requirement is not met, this charge is assessed on a monthly basis.
Data Products: Products that a Customer may require to operate its Information Technology functions, including, but not limited to replacement and head-cleaning tapes, tape barcode labels, server racking systems and consoles. For more details, please contact your Iron Mountain Sales Representative, or Click here for the Iron Mountain Store.
Dedicated Transportation: A service under which Media is transported by a dedicated vehicle directly to an Iron Mountain facility. The vehicle carries only the Customer's Media and does not make additional stops at other customer's facilities for pickups and deliveries. Dedicated Transportation is normally performed by a single Service Representative at a single location; however, vehicles may be staffed with two Service Representatives for Dedicated Transportation and/or additional pickup locations for the Customer may be incorporated for an additional premium.
Disaster Recovery Services (“DR Services”): Services associated with disaster recovery related events or exercises that are custom-designed to meet unique Customer needs. An example would be delivery of back-up Media from an Iron Mountain facility to Customer's backup site to enable Customer to recover from an event that disabled one or more Customer data centers.
Disaster Recovery Testing: Performance of Disaster Recovery services during a test of Customer's Disaster Recovery program performed during a period when no disaster exists. Disaster Recovery Testing can be scheduled with or without advance notice to Iron Mountain. Services are billed based on the extent of Iron Mountain services required in connection with each test.
Discrepancy: The identification of an exception that has occurred. For example, the shipment of Items from Customer to Iron Mountain, in which the Media in a Container or the Container itself received at an Iron Mountain facility does not match the manual or electronic list of Items provided by the Customer. Iron Mountain personnel examine Containers for a Discrepancy when they are received at an Iron Mountain facility; except with respect to Closed Container programs. Iron Mountain will promptly report any Discrepancy to the Customer and will assist the Customer in resolving any Discrepancy.
Electronic File: A file that is electronically sent to Iron Mountain from the Customer that indicates the Items sent to Iron Mountain by the Customer. An Electronic File may be transmitted electronically via SecureSync™.
Exchange: An activity provided as part of BackupCare whereby an Iron Mountain Service Representative removes and replaces a tape or other Media Item from a server or drive at the designated Customer's location. Exchange may also refer to the combined pick up and delivery of media.
Emergency Delivery: A delivery that a Customer requires outside its normally scheduled service time. Emergency Deliveries may either be “Critical Special” or “Standard Special” as those terms are defined in this Glossary.
Fuel Surcharge: An additional charge imposed on Transportation Visits to adjust for changes in fuel prices. For additional detail, click here.
Individual Media Items. Manual handling of individually managed Media Items between an Iron Mountain facility and a Customer Location or within an Iron Mountain facility. Fees may be billed on a per-Item basis or at an hourly charge based on 200 Items handled per month. This service includes the verification, both inbound and outbound, of each Item against an electronic listing. Verification of manual listings may be assessed additional charges. Accounts handling fewer than 200 Items per month will be charged for one (1) hour of Media Management at the hourly rate found in the ”Media Management” section of Schedule A.
Holiday Service Premium: An additional charge for service provided on Holidays. If Customer's normal Scheduled Service day falls on a Holiday, Customer has the option of moving service to the prior or subsequent Business Day at no additional charge. Holidays will be published in advance to ensure Customers have time to plan accordingly.
Labor: The time required to perform any service requested by Customer. Projects requiring Labor will be billed according to the Customer's Management Services charge outlined on its Schedule A, or Labor rates will be quoted for specific projects.
MediaCare: A service in which Customer ships its backup tapes including Closed Containers or Individually Slotted Media, directly to an Iron Mountain facility for protected storage utilizing a third-party carrier. Containers received at the Iron Mountain facility are kept closed (without examination or verification of Media inventory by Iron Mountain) and managed and stored until the Media is prepared for scheduled return to Customer. Two (2) Business Days prior to the designated date for return of the Media, Iron Mountain will ship the Media scheduled for return via Customer's chosen third-party delivery service.
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. A complete list of the zip or postal codes included in the above metro markets can be found by clicking here.
Minimum Fee: The minimum monthly billing charge for each Customer account number. If Customer's transactional and other monthly charges for an account do not add up to this minimum, then the minimum will be charged.
Month-End Cut-Off: A specific date at the end of a month that triggers the conclusion of a given billing cycle and allows for prompt invoice processing. Services performed or Media added after the Month-End Cut-Off date will be billed in the subsequent month. Transportation services billed on or after the Month-End Cut-Off date will also be billed the subsequent month. Upon request, Iron Mountain will advise the Customer of future Month-End Cut-Off dates.
Need By Date: A date Customer enters into SecureSync designating the date when an Item of Media or a Closed Container is to be returned to the Customer Location. A Need By Date is assigned to Items or Containers by Customer as it prepares to send its Media to Iron Mountain for storage. The Need By Date automates the rotation of Items received and prompts Iron Mountain to return the Media to the Customer on the appropriate date. If Customer sends Media or Containers to Iron Mountain without entering a Need By Date, Iron Mountain will enter in an “indefinite” retention and wait until Customer requests the Media or Container to be returned. Need by Date is sometimes referred to as “Return Date”.
Open Media: Customer Media that is slotted and tracked individually at an Iron Mountain facility. Each Item of Media is tracked to a specific slot location and usually has its own retention period, or Need By Date.
Overdue Transport Container Fee: Transport containers are used for moving open media between a Customer’s site and Iron Mountain. For any Customer with one or more scheduled trips per week, a transport container is considered to be overdue after being at the Customer’s site for more than 15 calendar days. For any Customer with scheduled trips occurring less frequently than once per week (e.g., bi-weekly, monthly), a transport container is considered to be overdue after being at the Customer’s site for more than 90 calendar days. This charge is assessed on a monthly basis for each overdue transport container. This fee is only applied in circumstances where a Customer is not already being invoiced a rental charge for a transport container.
Plastic Media Destruction: The act of physically destroying Media by Customer request only, which is considered any non-paper Media including, but not limited to, microfilm, microfiche, data tapes, x-rays and digital formats (CD/DVD).
Request: A Customer order for service. 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, volume or type of service.
Re-run: A corrective service performed when an Iron Mountain error has been found by an Iron Mountain employee and an additional transportation trip to rectify the error is provided to the Customer at no charge.
Scheduled - Same Place/Same Floor: Scheduled Service where Customer has several account numbers all being serviced in the same room or on the same floor of a building during a single transportation visit. The first account to be serviced pays the regular contracted Scheduled Service transportation rate and the other accounts pay a lower transportation fee for Iron Mountain to pickup or deliver Media in the same room or on the same floor during a single visit.
Scheduled - Same Building/Campus: Scheduled Service where Customer may have several account numbers all being serviced in the same building (but on different floors) or in another building on the same campus during a single transportation visit. The first account to be serviced pays the regular contracted Scheduled Service transportation rate and the other accounts pay a lower transportation fee for Iron Mountain to pickup or deliver Media on a different floor or at another campus building during a single visit.
Scheduled Service: The service of picking up or delivering Items on a scheduled basis. Scheduled Service is generally performed by one Iron Mountain Service Representative. If pickups or deliveries require more than 20 minutes (including time related to volume of Items or Containers) to service on a regular, recurring basis, such Scheduled Service is subject to an additional charge based on the cost of Labor, which will be added to the Scheduled Service trip rate.
SecureSync: Iron Mountain's secure web interface that permits Customer to generate status and exception reports, manage administrative and authorization tasks, store disaster recovery plans and data restoration procedures online, and create retention profiles for both Open Media and Closed Containers that are being sent to Iron Mountain. Customer has a nonexclusive license to use SecureSync for inventory management purposes during the term of the Agreement, but not thereafter.
Service Territory: Generally, the territory surrounding an Iron Mountain Service Location within which transportation service will be provided without additional charges. The normal Service Territory is a 30 mile radius, one way (road miles), from a Service Location. For transportation beyond the Service Territory of an Iron Mountain Service Location, additional fees apply, and Dedicated Transportation may be required unless approved by Iron Mountain.
Slotted Media: Media Items that are stored in individual slots (one Item of Media per slot) in racks designed to hold specific Media types. Slotted Media is billed by slot in 20 slot increments based on Media type within a calendar month.
Special Projects: Requested services provided to a Customer upon request, outside the scope of routine services; may include, without limitation, tape library moves, DR tests, and DR exercises. Special Projects are quoted by the project. Prices for transactional services listed on the Pricing Schedule may differ when they are part of a Special Project.
Special Services: Pickup/Delivery services initiated to occur within a specific timeframe of request for service. Charges for Special Services are billed in addition to the Scheduled Service trip charge.
Standard Special: A transportation service in which delivery or pickup is scheduled to occur within twenty-four (24) hours of the Customer's verified telephone notification. A Standard Special is available only for Customer locations within a Service Location's Service Territory and is charged per trip, per site and is in addition to the regularly scheduled trip charge. Routine use of the Standard Special service in lieu of Scheduled Service for transportation may require the use of Iron Mountain Dedicated Transportation.
Temporary Transport Container: A Container that is owned by Iron Mountain and rented on a per diem basis to Customer in order to transport unusually large quantities of open Media to and from Customer's site.
Third Party Carrier: A non-Iron Mountain carrier/shipper that transports Media to and from Customer Locations. Third party carriers may or may not be contracted by Iron Mountain depending on the Customer agreement, and Iron Mountain is not responsible for loss, damage or destruction of Customer's Media that occurs while Media is in the custody of the Third Party Carrier.
Use of third-party carriers requires the completion of the Third Party Transportation Authorization Form. Click here for a copy of Authorization Form.
Transport Container: A Container assigned to a Customer for use during transport of Slotted Media. The quantity supplied depends on the normal quantity of tapes moving each service day and a monthly rental charge is applicable.
Wait Time: Wait Time is a charge assessed in the event that Customer causes delay of the Iron Mountain Transportation Service Representative in performing his or her tasks. Wait Time is charged based upon the Labor rates in Customer's Pricing Schedule. Delays can occur for various reasons, including a shipment not being properly prepared or inability to access elevators or building docks at Customer's Location. Billable Wait Time commences fifteen (15) minutes after the Service Representative has arrived at Customer's Location and ceases when the Service Representative can begin performing the service designated for the Transportation Visit.