White Glove Services

1. Program Description

Secured Tech’s White Glove Services (“WGS”) provide device preparation and deployment support for new technology rollouts.

Services are offered on a fixed-price or à la carte basis as outlined in the associated formal quote.

Typical services may include but are not limited to:

• Device unboxing and inspection
  
• Case installation
  
• Asset tagging or barcode application
  
• Serial-number capture and reporting
  
• Zero Touch Enrollment or MDM readiness
  
• Packaging, palletizing, and return shipping
  

2. Client Responsibilities

The Client shall:

1. Provide accurate shipment schedules and confirm total quantities prior to delivery to Secured Tech, if applicable.
   
2. Ensure all devices and cases are delivered in new, unopened condition, if applicable.
   
3. Attend a scheduled onboarding meeting and/or provide written instructions (email accepted) specifying asset-tag location, information requested on asset tag, numbering format, and any additional tagging or labeling requirements no later than five (5) business days before services start. Failure to do so may result in standard placement by Secured Tech and will not constitute a defect.
   
4. Supply all other required information (naming conventions, MDM profiles, delivery instructions and location, etc.) during an onboarding meeting and/or provide written instructions.  Any changes to required information must be confirmed by Client and Secured Tech at least (10) business days before work begins.
   
5. Remove extraneous packaging or accessories not included in the work order, if applicable.
   
6. Designate a single Client contact with authority to approve service details.
   

Failure to meet these responsibilities may extend timelines or result in additional fees.

3. Turnaround Time and Force-Majeure Protection

Secured Tech’s overall project completion turnaround time for White Glove Services is targeted at thirty (30) calendar days, post receipt of all products.

Turnaround times are targets, not guarantees, and may be extended due to:

• Global or domestic parts or case shortages
  
• Tariffs, customs, or shipping delays
  
• Labor shortages or carrier interruptions
  
• Weather events or other force-majeure conditions

If materials are delayed, incomplete, or data is missing, the completion date will adjust accordingly.

Accelerated timelines may incur an expedited-service fee defined in the quote.

Secured Tech will notify the Client of any anticipated delays and will make commercially reasonable efforts to meet agreed-upon deadlines. Such delays shall not constitute breach of contract.

4. Quality Assurance and Acceptance

Secured Tech performs a random-sample quality inspection for all White Glove Services prior to return shipment.

A White Glove inventory report will be provided detailing device serial numbers and asset tag numbers if an inventory report is included in services purchased as listed on the formal executed quote.

The Client must review all work upon delivery and report any workmanship concerns within five (5) business days of receipt.

Issues arising from incorrect or incomplete data provided by the Client will be corrected at additional cost.

5. Shipping and Risk of Loss

• The Client bears all risk of loss until devices are received by Secured Tech.
• Secured Tech assumes risk while devices are in its possession and control under Secured Tech’s general insurance policy.
• White Glove Services include shipping to one location upon service completion.  Additional fees will apply if shipping to multiple locations.
  
• Upon delivery to the Client, a Bill of Lading (BOL) will be signed by an authorized representative of the Client acknowledging receipt and serving as the chain-of-custody release. Once the BOL is signed, Secured Tech’s insurance responsibility for the devices ends.
  
• Risk transfers back to the Client upon BOL execution or carrier pickup arranged by the Client.

If damages occur in transit by a third-party carrier, Secured Tech shall not be liable.  While Secured Tech does carry third party shipping insurance, should the Client’s shipment exceed $400,000, Client will be billed for the additional coverage if all devices must be delivered in one shipment.

6. Use of Parts and Materials

To satisfy the project requirements, Secured Tech may use new, used, refurbished, or OEM “pull” accessories (e.g., tags, trays, or internal fasteners) that meet or exceed functional and visual standards.

Minor cosmetic variance does not constitute a defect.

7. Fees and Payment

All fees and payment schedules are defined in the formal quote.  

Once Secured Tech takes lawful possession of the devices and cases on behalf of the Client at Secured Tech’s facility, Secured Tech will invoice Client for all devices and cases received. All other White Glove Services will be invoiced upon service completion and shipment of devices to the Client.

Payment is due Net 30 days from invoice date unless otherwise stated.

Late payments are subject to the 1% monthly finance charge defined in the Master Service Agreement.

8. Program Exclusions

White Glove Services do not include:

• Accidental damage repairs or warranty service (covered separately under ADP)
  
• Replacement of missing or defective manufacturer packaging
  
• Post-delivery technical support beyond stated scope
  
• On-site installation, unless explicitly quoted
  

9. Limitation of Liability

Secured Tech’s total liability under this Addendum shall not exceed the total amount paid by the Client for the applicable project.

In no event shall Secured Tech be liable for consequential, incidental, or punitive damages.

10. Program Not Insurance

White Glove Services are project-based services, not insurance or protection coverage.

Secured Tech is not an insurer and does not sell or broker insurance products.