Laserfiche WebLink
<br />Iron Mountain Government Solutions City of Santa Ana Document Storage <br />and Imaging Services <br />Iron Mountain will provide pick-up and delivery service to SAHA and COSA, and if needed, <br />additional departments at the same location and same time without additional fees, using the <br />following SLAs and the SLAs referenced for retrievals: <br />x <br />x <br />Regular Pick-Up: Pick-up will occur one (1) time per week on either Tuesday, Thursday or <br />Friday. <br />Rush Pick-Up: Pick-up orders placed before 3 pm on a business day will be picked up on <br />the following business day. <br />Records Retrieval Workflow (Exhibit I, Record Storage, item h) <br />Iron Mountain’s customer portal, IMConnect, provides SAHA and COSA with the ability to request <br />records to be returned, as required, either by individual files, units of records, or entire containers of <br />records. To simplify and accelerate the retrieval process, authorized SAHA and COSA users can <br />use IMConnect to submit service requests for all records stored in Iron Mountain facilities. SAHA and <br />COSA can retrieve records by phone, fax, or email 24/7/365. All record types are retrieved by <br />records center staff and sent to the specified SAHA and COSA location in accordance with their <br />respective service level agreements. In addition, Iron Mountain facilities contain private viewing <br />areas that SAHA and COSA will have access to for file auditing or reviews if necessary. <br />Iron Mountain utilizes standard procedures, depicted in Figure 6, and trained personnel to <br />accurately locate the records for retrieval with an auditable chain of custody. <br />Figure 6. Iron Mountain Retrieval Workflow. <br />Our retrieval workflow employs a triple-check process. First, each carton or group of files pulled for <br />retrieval is tagged with a retrieval label, which is scanned against the original barcode to ensure <br />order accuracy. We secure the contents of every carton with a security band, scan each carton <br />again, and load it onto a designated vehicle. Finally, our driver scans the carton a third time at SAHA <br />and COSA location and captures an electronic signature to verify chain of custody. <br />We can combine delivery and pick up of records into one trip when appropriate. All requested <br />retrievals will be delivered in accordance with the following SLAs: <br />x <br />x <br />Standard Delivery: Orders placed by 3 pm will be delivered by 5 pm on the next scheduled <br />delivery day (no half days) <br />Rush: Orders placed by 3 pm will be delivered within 3 hours of receipt of the order on a <br />business day. <br />Use or disclosure of data contained in this page is subject to the restriction on the title page of this submission.10