SERVICE LEVEL AGREEMENT (SLA)
A - GENERAL INSTRUCTIONS FOR ORIGIN SERVICES
B - GENERAL INSTRUCTIONS FOR DESTINATION SERVICES
C - PERMANENT STORAGE
General Guidelines
Your moving crew should show professionalism in all interactions with customers, i.e. please do not use first names but address as Mr. / Mrs., etc.
Please make sure your crew dresses in a professional manner, i.e. in some sort of uniform such as shirts / hats with your company name and / or logo on it.
All required personal information regarding a customer can be obtained from your Homepack Freight International (HMPK) relocation specialist.
Please get approval from Homepack Freight International (HMPK) before having your customer complete your own post-move surveys and some accounts prefer that their customers only complete their approved form.
We ask that criminal background checks have been completed for each crew member & this applies to both your own crews and the crews of any subcontractors.
Written security procedures to ensure the integrity of the freight are required for all locations at your facility where cargo is stored, handled or transported & this should include who has access to these areas that how cargo coming in or out is recorded / verified as to it's contents and a copy of these procedures must be available for inspection by Homepack Freight International (HMPK).
Surveys
A physical survey should always be completed, unless otherwise advised by Homepack Freight International (HMPK).
Once notified by Homepack Freight International (HMPK) for a survey of a shipment, the shipper should be contacted as soon as possible the same business day and never more than one day (24 hours) to arrange a survey date and time.
Homepack Freight International (HMPK) should be advised within the same 24-hours period of the date and time of the survey.
You may be provided with authorizations / allowances for each move and as our service provider, it is your responsibility to advise Homepack Freight International (HMPK) immediately if these authorizations or allowances are exceeded.
Please refer to any Restricted Items lists during the survey and advise shipper & if applicable, you will be provided with a list of restricted items by Homepack Freight International (HMPK) and please advise Homepack Freight International (HMPK), if a shipper asks to include any items which may be restricted.
Do not discuss transit times, sailing information, or flight information with the shipper unless authorized by Homepack Freight International (HMPK) to do so. Please advise surveyors and operational staff, if a shipper requests this information then please advise them to speak with their Homepack Freight International (HMPK) Relocation Specialist regarding these aspects of the move.
The Survey Should Determine the Following
- Estimated weight & cube of shipment(s) - air, sea and storage
- Type and number of container(s) to be used
- Special services required - Precautions on extraordinary items of exceptional value or sentimental importance
- Crating necessary to include pieces, crating dimensions (net and gross) and cost
- Third party service(s) needed at origin and destination
- Tentative or confirmed pack and load date(s)
- Provide digital photos for real or potential access issues (including but not limited to difficult parking, long carry, stair carry and elevator etc.)
- Estimated cost
- Provide digital photos of items needing special packing, crating or dis-assembly
- Provide a full survey cube worksheet via fax or email to Homepack Freight International (HMPK) with all survey results
- Please be clear with the shipper at the time of survey, indicating whether stand-up (sea) or lay-down (air) wardrobe cartons will be used, especially on air shipments so please educate the shipper that either option will not eliminate wrinkling of clothing
(A) - GENERAL INSTRUCTIONS FOR ORIGIN SERVICES
Homepack Freight International (HMPK) needs to be advised of your expected arrival time at least 24 hours in advance.
Arrive at the home at the scheduled time so notify Homepack Freight International (HMPK) if you are going to be more than 15 minutes late.
All scheduled changes or requests should be advised to Homepack Freight International (HMPK) immediately and we should be notified of any direct communication or special requests initiated by the shipper.
It is required that a crew leader introduces him / herself & their crew makes him / herself known and available at all times with the shipper so the packing & loading crew should stay consistent throughout the move. Please advise if this will not be possible so that we can advise the shipper and a description of your intended process & time schedule should be explained to the shipper when you arrive.
Proper floor coverings, wall protection & railing protection should be planned for, and accomplished prior to beginning packing & loading.
You will receive "Origin Agent Instructions" on each shipment for details related to that shipment so please read and communicate to everyone involved with the move, especially the crews.
LIFTVANS AND AIR CONTAINERS
- All liftvans & air containers should be new or have the appearance and structure of new liftvans & air containers and bingo sheets should be used when loading more than one liftvan or air container in order to identify where each inventoried item is located.
- All liftvans must be constructed of treated wood so as to meet all international wood packing material requirements, including ISPM-15 standards.
- All liftvans & air containers should be waterproofed by lining the interior with plastic or other waterproof material attached securely to the sides of the liftvan or air container and seams of the liftvan or air container should be properly caulked, sealed, banded & the crates marked appropriately and clearly with stenciling or a label, according to the "Origin Instruction Sheet" prior to loading.
- Air containers should be loaded at the residence whenever possible & liftvans should be loaded at residence if possible so please discuss this with the Relocation Specialist at Homepack Freight International (HMPK) if this is not possible.
- If the liftvan will not be going into a container, roofing or waterproof material should be placed on the roof to prevent moisture from entering and if necessary, we will advise regarding additional waterproofing.
- In the event that liftvans are placed into a container, a bulk-head (blocking & bracing) should be built to keep crates from excessive movement.
- Crate dimensions & actual weights are required on all liftvan and air shipments so report gross, tare & net weight to Corrigan International within 24 hours and if items are packed into liftvans, we must be provided with a bingo sheet detailing their contents with placement within the container.
STEAMSHIP CONTAINERS
You should inspect all steamship containers for holes or damage when received.
Inspection should include right & left sides, front, rear, ceiling / roof, undercarriage, inside and outside of the doors / locking mechanism so please contact Corrigan International immediately if there is a problem with a steamship container so that we can arrange to have another container brought to your warehouse.
A light test (standing inside of the container with the doors closed to check for light) must be conducted.
If any unusual smells are noticed in the container, please also advise Homepack Freight International (HMPK) immediately.
All steamship containers should be loaded at residence so please advise Homepack Freight International (HMPK) following the survey if a shuttle will be necessary.
Provide photos of final load & bulkhead and empty space to the door for our records.
Contents of steamship containers must be properly blocked, braced and bulk-headed with ISPM-15 standard treated wood.
Please report net weight, piece count, container number and seal within 48 hours of packing / loading.
A certified (PAS ISO 17712) seal must be used on all containers and all seal numbers at the point of loading must be recorded & provided in writing to Homepack Freight International (HMPK) and must be managed by a warehouse manager or other senior manager so any change in the seal # prior to shipping must be provided to Homepack Freight International (HMPK).
Homepack Freight International (HMPK) will arrange pickup of the shipment from your warehouse.
(B) - GENERAL INSTRUCTIONS FOR DESTINATION SERVICES
PREPARING FOR DELIVERY
You will receive delivery instructions from Homepack Freight International (HMPK) prior to the delivery and upon receipt & prior to delivery, please check the access to the home and a physical inspection may be necessary so please advise Corrigan International prior to delivery of unusual or difficult access or the need for shuttle, parking permits or elevator reservations and our instruction should be read and communicated to everyone involved with the delivery, especially the crew.
Please notify Homepack Freight International (HMPK) upon receipt of the freight at your warehouse & advise available dates for delivery and Homepack Freight International (HMPK) will verify with the client & confirm the dates with you so immediately advise Homepack Freight International (HMPK) any issues with the condition of the shipment & make notation of the seal on steamship or carrier trailers and the seal should remain intact until the container arrives at residence. If the seal must be removed at the warehouse, please advise Homepack Freight International (HMPK) so we can record this information and please allow sufficient time for delivery to allow for complete unpacking & debris removal and we require that you follow the guidelines below, based on weight & using 3 - 4 employees on the crew.
Average weight that can be delivered in one day is 6,800 pounds & this average assumes a normal delivery scenario and if there is a large amount of uncrating, elevators, shuttles or other time consuming services, then delivery will require more time so please schedule & use the appropriate number of days based on this weight and your rates should consider this.
DAY PRIOR TO DELIVERY
The day before delivery, you should advise Homepack Freight International (HMPK) of the crew's estimated arrival time so don't contact the client directly and call Homepack Freight International (HMPK) if you have any questions or situations that need clarification or approval. Paperwork for the crew should be prepared so any special requirements can be relayed to the crew leader and review if any special tools are needed for uncrating or assembly.
DAY OF DELIVERY
Contact Homepack Freight International (HMPK) if the crew will be more than 15 minutes late.
Upon arrival at the residence, the crew leader should introduce the crew and it is very important that you clearly identify yourself as Homepack Freight International (HMPK) Third Party service provider for delivery services at the beginning of the conversation and it should be clear to them that you are representing Homepack Freight International (HMPK). Note that, the crew should stay consistent throughout the delivery process & the crew leader should give a description of the intended process with time schedule and the crew leader should also perform a walk-through with the customer to view all rooms and determine the best access so crew leader should note any special conditions or any pre-existing damages to walls / floors on the Residence Form provided in Homepack Freight International (HMPK) delivery instruction paperwork.
Prepare the Home for Delivery: Cover carpets, wood flooring & other floor surfaces with protective covering as needed and cover, protect banisters, railings & wall corners so you are financially responsible for any property damage inside or outside the home.
If mold / mildew is apparent, please notify the Homepack Freight International (HMPK) Relocation Specialist immediately and prior to taking the items into the home or garage. In addition, if water or wet boxes are identified in the container, notify the Homepack Freight International (HMPK) Relocation Specialist.
In the event mold / mildew or water / wet boxes are identified, after emptying the container please inspect it for holes or issues with the floor.
It is the responsibility of the crew to CAREFULLY AND COMPLETELY check off each & every inventoried item as it is taken into the home and if the shipper would like to check items off too, so you can give them a copy of the packing inventory & inventory numbers and stickers might be on the item or on the packing material. In some cases, the inventory sticker might be on the item with the inventory number also written on the packing material and please be thorough when checking for the numbers so that no item is missed or forgotten.
If the crew feels that the quality of the packing or loading is not of normal quality standards, they should not say anything to the shipper & in these cases, please contact Homepack Freight International (HMPK) immediately and it would be desirable to have the issues documented with photos so crew may note any specific comments on the paperwork after the shipper has signed.
Take special note to look for a Parts Box which may be included in the shipment & it should contain all hardware to reassemble items so use care when unpacking or unwrapping items to ensure that small parts, screws, etc. are not in the packing materials and we may be required to replace an entire item if small parts are missing.
Beds should be assembled on day one of delivery; beds, mirrors or dressers etc. should be assembled as necessary and if the crew feels unqualified to assemble specific pieces of furniture, please contact our office immediately for arrangement / approval for a specialist.
Remove packing on all furniture using caution with utility knives to prevent damage to the items & place furniture in rooms as specified by the shipper and it would be preferable to have the shipper present to assure proper placement.
You are required to unpack all cartons at the time of delivery so don't discourage unpacking & we believe that missing items are often still packed in cartons that have been left unpacked and don't dump cartons, items should be placed neatly on the nearest flat surface so if the shipper chooses to unpack any cartons, the crew should note this in writing on the packing inventory which that shipper will sign.
If the shipper included any new flat-pack furniture (such as Ikea) in the shipment and asks to have it assembled so please advise Homepack Freight International (HMPK) and remove all wrapping material & empty cartons from the home so you may be required to return to collect any remaining debris.
Do a final walk-through with the shipper before leaving the residence so please check the home for any inventoried items that are not checked off of the packing inventory. Note any residence damage on Homepack Freight International (HMPK) Residence Form, then also notify the Homepack Freight International (HMPK) Relocation Specialist immediately. Please be sure to obtain the shipper's signature.
COMPLETED DELIVERY
You must obtain a signature from the shipper & crew leader on all of the packing inventory pages following the delivery noting that all items were delivered and received or noting which items might be missing or damaged. The crew leader should make it clear what the shipper is signing and this signed form must be returned to Homepack Freight International (HMPK) immediately following delivery.
Please notify us immediately when containers are available for pick up & containers should be cleared of packing debris and ready for pick up the day after delivery. Any un-necessary delay will incur container rental charges which will be invoiced to you.
If all debris is not removed from the home on day of delivery so please make one return trip to dispose of it for the shipper.
(C) - PERMANENT STORAGE
All storage should be packed & wrapped as, if for international transport using new materials.
Storage vaults (like liftvans) should be loaded at residence whenever possible and bingo sheets or the equivalent should be provided.
PBO's (boxes packed by owner) are NOT acceptable & PBO's located in the basements, attics, garages, and / or self storage units should be unpacked, inspected & repacked using new cartons in all cases and the contents should be listed on the inventory do not write PBO.
Storage should be in a safe & secure facility under climate control ensuring no harsh changes in temperature and airconditioned storage should not be recommended to the shipper without prior approval from Homepack Freight International (HMPK) so airconditioned storage needs prior account approval.
You are required to list all exceptions (pre-existing damages) on the packing inventory so that we are aware of any damage that was present prior to your wrapping and packing the item.
It is suggested that your crew leader walk through the house with the relocating shipper and any spouse / partner and make them aware of all damage you are listing as pre-existing on the packing inventory.
Please be as descriptive as possible and also include the location of the damage on the item.
Note the condition of any upholstered items on the inventory to include tears, fraying, worn, soiled etc. and Homepack Freight International (HMPK) reserves the right to hold you responsible should exceptions not be listed.
Storage insurance will be controlled & written by Homepack Freight International (HMPK) or the account and you need only to protect yourself for legal liability.
Homepack Freight International (HMPK) must be provided with a revised packing inventory and weight tickets, if there is any type of access either adding or removing goods.
To efficiently process your storage invoice for the payment, we require that the following documents accompany your original invoice:
- Your Bill of Lading
- Detailed Packing Inventory
- Certified Weight Tickets
- Rate Quote
Billing is to be done on a quarterly basis per calendar year are as follows:
01-January to 31-March
01-April to 30-June
01-July to 30-September
01-October to 31-December
Shipments are NOT to be delivered, released or accessed without prior notification and authorization from Homepack Freight International (HMPK).
INSURANCE / CLAIMS
Please notify the Relocation Specialist at Homepack Freight International (HMPK), if damages to the shipment are noted and exceptions must be taken at time of delivery.
Property / Residence Damage
All property damage should be reported to Homepack Freight International (HMPK) immediately.
Notify Homepack Freight International (HMPK), if other contractors are in the home at the time of packing.
It is your responsibility to arrange for repair of property damage follow through to completion and advise Homepack Freight International (HMPK) of completion or any delays.
Pre-existing property damage should be documented and brought to the attention of the shipper so it is suggested that you do a walk-through upon arrival.
We recommend that you have the shipper sign a "Property Damage Form" stating, if there was any property damage or not and if so, the extent of it & this form is available in Homepack Freight International (HMPK) Origin Instructions document.
When requested by Homepack Freight International (HMPK) assistance should be provided to locate a local repair firm.