| Column 1 | Column 2 | Column 3 | Column 4 |
|---|---|---|---|
| Customer Supplied | Firstbase Purchase & Firstbase Leased | Firstbase Managed (new service - details coming soon!) | |
| Applies To | |||
| • Any new (still in original packaging) Equipment that is purchased by Customer and shipped to an applicable Company warehouse. As part of the onboarding process, Customer will be required to provide a detailed description and quantity of any applicable Customer Supplied Equipment (new, still in original packing) for applicable Service Territories to be added to the Platform as agreed by the parties, and; |
• Any pre-owned existing Equipment that is no longer in the original packaging and shipped to an applicable Company warehouse. As part of the onboarding process, Customer will be required to provide a detailed description and quantity of any applicable Customer Inventory (new and/or pre-owned) for applicable Service Territories to be added to the Platform as agreed by the parties. Customer initial shipment of any existing bulk Customer Inventory consisting of pre-owned Equipment (shipped by Customer to Company at Customer’s cost) may be subject to Service Actions Fees. | Applies To ****• Firstbase Procured Equipment any Equipment that is sold by Company to Customer.
• Firstbase Leased Equipment: Equipment and other property that Firebase leases to Customer using a pay-as-you-go procurement wherein a flat recurring fee is charged to the Customer (previously ****referred to as Firstbase Subscription Equipment.) **** | Applies To/When • Company acts as an authorized purchaser for Customer and manages the procurement and logistics of Equipment on behalf of Customer. To utilize Firstbase Managed Equipment service, Customer must have a direct contract with the vendor and designate Company as an authorized purchaser. Customer is required to submit orders via the platform for Equipment to Company which will then manage the procurement and logistics directly with the vendor on behalf of Customer. Vendor shall bill and collect payment from Customer in accordance with the terms and conditions between vendor and Customer. | | General Management & Storage Firstbase will: • Manage, monitor and administer Customer’s equipment inventory.
• Store Customer’s Equipment in its warehouses in accordance with its secure location management processes set forth in the Physical Security Policy. • Firstbase will maintain Customer’s inventory in storage areas within the applicable warehouse.
• Subject to Customers’ Responsibilities, Firstbase will keep and maintain the available Equipment in working order and in a deployable state. | All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply.
In addition • Provided (1) Customer has an Order Form where Customer’s equipment catalog includes Firstbase Procured Equipment (2) an order has been placed or is needed to maintain Minimum Inventory as applicable. Firstbase will source and procure equipment and add it to Customer’s equipment inventory which will be reflected on the Firstbase Platform.
• Firstbase will notify Customer in writing (email to suffice) if Firstbase anticipates that it will be unable to procure specific items or quantities of equipment in accordance with Customer’s requested delivery timelines. Where possible, Firstbase will provide reasonable alternatives for Customer’s consideration and require response in accordance with the time period set forth in Customer Responsibilities.
| | | Customer Responsibilities Specific terms apply as detailed in the applicable column to the right → | Customer must: • Ensure that all items are new or gently used (like new) condition, and inclusive of all cables, cords and any other accessories (that would come directly from manufacturer if item was purchased new or with replacements for those accessories) that would be required to function and are not locked or damaged in any way
• Ensure that all items are packaged in the originally issued individual manufacturer package or if not available, in adequate individual boxes labeled with the item’s correct manufacturer name, product name and/or manufacturer product number. For serialized items (laptops, computers, tablets, mobile phones, etc.), serial numbers must also be included in labeling on the exterior of each individual box; then Customer can place the individual box(es) in one larger or multiple larger boxes (at their discretion) to be shipped to Firstbase using commercial shipping services.
• Ensure they create a shipment notice (to generate the applicable inventory log) via the Firstbase Platform and once created, print and add a copy of the shipment notice details to one of the boxes.
• Ensure that their Customer Supplied Equipment complies with all applicable laws, regulations, and industry standards in their jurisdiction, including safety, environmental, and health regulations.
Personally delivered equipment is not able to be accepted.
Please note that Firstbase is only able to accept the following categories of Customer Previously Owned Equipment: • Computers (boxes and towers only) • Laptops • Mobile Phones • Monitors • Tablets
For Clarification • All Customer Previously Owned Equipment shipped to Firstbase will undergo the same intake and processing steps as Returns and may be subject to the applicable service action fee on a per item basis.
• For items shipped to Firstbase from, or on behalf of, Customer, that are not on a previously existing inventory log that was created as a result of a shipment notice to Firstbase, Firstbase will, at its option, (1) process items via ITAD service, (2) work with customer to get items added to the log at additional adhoc costs OR (3) ship items back to customer at customer’s cost plus a reasonable service fee based on the level of effort required by Firstbase (i.e. not de minimis).
• For instances where a packing list is not provided in the box and/or the box is not labeled or packed properly, Firstbase reserves the right not to accept the shipment at the outset and return it to Customer or sender at cost to Customer or process the shipment, in which case, additional processing costs or service action fees may apply and Firstbase will provide a summary of the equipment received.
• Individual boxes may be combined into a single or numerous larger shipping box(es), however items MUST be individually packaged within larger shipping boxes as described in Customer Responsibilities above.
• Customer maintains all liability for damages and/or loss in transit en route to Firstbase of Customer Supplied Equipment and is solely responsible for any desired claims submission to any third party vendors or carriers.
Please note • By choosing to procure and/or supply their own equipment, Customer is responsible for their selection of that equipment in connection with Firstbase’s remote work solutions and any claims or liabilities arising therefrom. | Where Applicable; ****• If Firstbase has notified Customer of anticipated inability to procure specific items and has provided reasonable suggestions for alternatives, Customer must follow one of the below paths to move forward: 1. Agree to a delayed start/need by delivery date based on the availability of the equipment and confirm such agreement Firstbase.
2. [Cancel the order via the platform](<https://support.firstbasehq.com/hc/en-us>) service OR,
where applicable only, if Customer is technically
unable to do this via the platform service then
[via creating a support ticket](<https://support.firstbasehq.com/hc/en-us>). In this scenario,
Customer, should they desire, may then place a
new order for an alternative item via the
platform service.
• For any products unavailable for order on
platform in Customer’s catalog, Customer
must contact and work with its Customer
Success Manager (CSM) or Account
Executive (AE) to have an item added to
the Customer’s catalog prior to Firstbase
performing any actions to procure or ship
the item on behalf of Customer.
• Customer’s response is requested within one (1) business day of notification from Firstbase.
• Customer’s failure to communicate with Firstbase within one (1) business day will be deemed Customer’s agreement to option 1 of the options immediately above. | | | Procedure Specific procedures apply as detailed in the relevant column → | 1. Customer confirms that it is eligible for this service (if provided by Firstbase in the country) based on the applicable order form.
Customer creates shipment notification which in turn creates the inventory log (to be received against) for this inventory which includes all relevant shipment details (important this be accurate) using via the platform service.
Customer executes shipment of items via carrier (drops off or schedules pickup).
Shipment is transported and delivered to Firstbase by carrier.
Upon delivery, Firstbase reviews shipment contents against inventory created by shipment notification details and accepts if correct. • Please note: If incorrect, Firstbase reserves the right to reject delivery in whole or in part.
When applicable, Firstbase receives items into inventory, (in accordance with our intake terms and procedure and our Inspection & Grading terms and process - detailed below in Service Actions), which will be reflected in the platform for customer to view and Firstbase stores such items to be deployed during order fulfillment. • Please note: For items not on inventory log and/or items that are not compliant with the above requirements set forth in the Customer Responsibilities section above, Firstbase will proceed as defined in Customer Responsibilities (Above row of this table) | Procedure - Orders (except for inventory to be housed in warehouse, i.e., for an Authorized User of Customer)
Customer must ensure that the item is available in their catalog.
• If Customer wishes to add an item not in their catalog,
Customer must work with Firstbase as described in
Customer Responsibilities above.
Customer or its Authorized User orders such item(s) via the platform service.
Firstbase receives order.
Firstbase processes order (1) fulfilling any items where inventory is available from a local warehouse and/or (2) placing orders from vendors for items that are not in inventory to be shipped directly from vendor to Customer’s Authorized User.
Where applicable, Firstbase adds tracking details for both shipment types.
Carrier handles transportation.
Customer’s Authorized User receives items in one or multiple packages.
Procedure - Orders for Inventory (for equipment to be stored in Firstbase warehouse)
2.* Inventory order is placed by Customer via the platform service or created by Firstbase as authorized by the prior establishment of Minimum Inventory levels.
Based on product availability, Firstbase processes the order through the applicable vendor.
Firstbase will monitor fulfillment and where applicable, Customer will be provided with an estimated delivery timeline via the platform service.
Once Equipment is delivered to a warehouse, the warehouse shall perform receiving actions, including adding new inventory to available inventory.
For Clarification • Delivery timelines are estimates and are subject to change and delivery timelines may be provided in the form of a shipment tracking link.
• For some non-orders for inventory to be stored in Firstbase warehouse, depending on location availability, items will not include the standard Firstbase packaging. Additionally, orders may arrive in multiple shipments.
| | | Minimum Inventory • As a best practice, Firstbase recommends customers maintain certain minimum levels of stock in inventory in Firstbase’s warehouse or Firstbase’s partner warehouses in order to minimize disruptions, facilitate timely deliveries and meet service level objectives.
• Minimum Inventory levels are restricted to products within the Customer’s catalog and are not applicable to Customer Supplied Equipment.
• Minimum Inventory levels are jointly determined by Customer and Firstbase based on Customer’s forecasted volume (onboarding and attrition) and product lead times.
• Where applicable, Minimum Inventory is replenished as it is consumed to maintain the minimum level. Levels are monitored on a weekly basis by Firstbase Procurement and replenished to the set level.
• Orders for Inventory are placed on behalf of Customer without requiring Customer contact.
• Our Customer Success team continually reviews inventory levels as part of their cadences to ensure the appropriate level is maintained.
For Clarity • Unused items will be billed to the Customer just like all other items that the Customer needs or orders, in accordance with the MSA and applicable order form.
| All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | | | Warranty & Technical Support • Firstbase shall, where possible, facilitate warranty and repair services of only computers, laptops, mobile phones, and tablets, in accordance with Firstbase's Repair & Warranty Service Terms; subject at all times to limitations based on Firstbase Service Capabilities and applicable manufacturer requirements.
• Technical support for any non-Firstbase software or any other applications on the equipment itself remains the responsibility of the Customer and the relevant equipment manufacturer or vendor.
| All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | | | Fees • To the extent applicable separate fees apply to equipment purchased from Firstbase Procured or with respect to Leased Equipment supplied by Firstbase.
• Shipment and handling of equipment is subject to applicable service action fees as set forth in the agreement and applicable order form(s).
| All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply.
In addition: Leased Equipment that for any reason is not returned or in compliance with return item compliance and cannot be brought into compliance according to policies.
Applies to: • Leased items not returned because Authorized User or Customer optioned to buy out. • Leased items not returned in accordance with any retrieval, replacement or offboarding policies, where item(s) has not been returned within thirty (30) days of the end of the lease term. • Leased items which have been damaged significantly/beyond repair at any point throughout contract while in possession of customer or its authorized users. • Leased items where item is locked and unable to be brought into compliance within thirty (30) days as per locked policy will require Customer buyout the item. • Leased items not in Firstbase’s possession at the end of the contract term in accordance with the Return Procedure. | |
| Column 1 | Column 2 | Column 3 | Column 4 |
|---|---|---|---|
| Orders | Returns | Replacements | |
| Applies to | |||
| ****• Orders (Standard & Lightweight) of all ship speeds including those associated with Onboarding (Adding authorized user to platform) | |||
| • Bulk Orders (all weight classifications) that are shipping from stock held at a local warehouse. |
• For more information on Bulk orders including
pricing, see [here](<https://firstbase.notion.site/Firstbase-Bulk-Order-Shipping-Handling-Rates-2e0e9e98e97f43dbb489f37076dd939e>) and [here](<https://support.firstbase.com/hc/en-us/articles/28630878012305-Bulk-Orders>). | Applies to
****• Returns including those associated with Offboarding (Terminating Platform Access of Authorized User) | Applies to ****• Replacements (not simply a “return”, requires new item to be sent in place of item in possession) for any reason including but not limited to damage, malfunctioning, etc.
• Replacements contain elements of both orders and returns and accordingly, certain requirements for both are applicable. | | Eligibility • Customer must have completed account setup, partnership kickoff and platform training.
• Where an action is required to be taken for an Authorized User: • To be added as an Authorized User, an individual must be an employee or contractor of Customer. Customer bears responsibility for verifying eligibility of its Authorized Users.
*•* Authorized User(s) must be registered & verified on platform and have
completed account setup for Firstbase to conduct actions.
*•* For clarity, generally, Customer's Administrator can initiate actions
for themselves as well as behalf of their Authorized User.
Authorized Users that are not Administrators can initiate actions
based on the permissions granted by Administrator. | All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply.
In addition • For returns (not requiring replacement) only the following products can be returned: Computers (boxes and towers only), Laptops, Mobile Phones (Firstbase approved only), ****Monitors, and Tablets provided that such products are (1) in their original country of delivery, (2) are not excessively damaged (ie broken glass, snapped in half, etc), and inclusive of all applicable accessories (i.e. mounting brackets, screws, cables, etc) and (3) are under four years of age.
• Upon receipt of ineligible return, they will be dispositioned via ITAD service.
• Depending on certain conditions, devices must be free from locks otherwise they are considered ineligible for return.
Please note Except as otherwise agreed specifically in a MSA, SOW or Order Form, if an ineligible product such as; • Keyboard, mouse, headset, peripheral, furniture, etc. is returned to Firstbase, Firstbase will recycle or dispose of said product and Customer will be subject to an applicable service action fee.
• Laptops, computers, Mobile phones and tablets that are not in working order and are considered beyond repair or are older than four years will be handled in accordance with our End-of-Life Policy’s ITAD terms below.
• Laptops, computers (boxes/towers only), mobile phones and tablets that are not in working order but are considered eligible for repair or warranty service, will be processed in accordance with the Repair & Warranty terms below.
• Laptops, computers (boxes/towers only), phones and tablets that are returned in a locked state and are not unlocked in accordance with our Locked Device terms (below) and we are unable to work with you to unlock the device, we will process it in accordance with our End-of-Life Policy’s ITAD terms below.
| All terms in Column 1 of this row apply.
In addition • For replacements; All products are eligible for replacement but not all products are eligible for return as part of a replacement.
• For products that are returned as part of a replacement, whether eligible or not all terms in Column 3 of this table apply. | | Customer Responsibilities Specific terms apply as detailed in the applicable column to the right →
In addition • Adherence to Firstbase Acceptable Use Policy and monitoring Authorized User’s compliance with MSA.
• Customer’s Administrator and/or Customer’s Authorized Users must provide accurate information for the action in order for Firstbase to meet requested dates from Customer eg, Name, Address, Products where applicable.
Please note: (1) if Customer is permitting its Authorized Users to place orders independently rather than having orders placed by Customer’s Account Administrator, Customer must ensure that the Authorized User follows all steps and takes all required actions. (2) Failure by Customer or Authorized User to follow the required steps may result in delays, delivery errors or failed shipments which could be subject to additional remediation fees. (3) Should the order be delivered incorrectly as a result of incorrect information provided to Firstbase, the customer will be responsible for all resulting costs for misdelivered equipment. This will be handled in accordance with Not Returned & Partially Returned Item(s) Terms. | All terms in Column 1 of this row apply.
In addition • Actions required of Customer’s Administrator(s) to add an Authorized User must be taken.
• In general and subject to inventory being available at the local Firstbase warehouse, orders (non-expedited) must be submitted (and approved if applicable) a minimum of 1 business day more than the number of business days defined by the SLO for the country of the request to start or “need by” date. SLOs can be found in Firstbase Service Capabilities.
• In general and subject to inventory being available at the local Firstbase warehouse, orders (expedited) must be submitted (and approved if applicable) at least 6 business days prior to the start date or “need by” date. • All orders must be placed via the platform with expedited shipping selected. If not selected, the order will be treated as standard and no modifications will be made.
Please note • Products must be available in stock in the location (country/region/territory) as Authorized User’s ship-to address.
• Lead times can vary by location and product. See Firstbase Service Capabilities for additional information. | All terms in Column 1 of this row apply.
In addition • Where Firstbase has provided packaging materials (bubble wrap, laptop and computer specific boxes, outer shipping box, etc), all products must be placed in the outer shipping box. • For all individual products, if Authorized User has the original manufacturer’s packaging materials for product then Authorized User should place that product in it’s original packaging then place that within the Firstbase provided outer shipping box with all other products.
• For all individual products, if Authorized User does
NOT have the original manufacturer’s packaging,
then they should use the individual packaging
provided by Firstbase, then place that within the
Firstbase provided outer shipping box with all other
products.
• In order for Firstbase to accurately process a return, for circumstances where Firstbase only has a generic product name and description in place for a product assigned to a user or an office location (e.g. “Laptop” vs “Apple Macbook Pro 16 512….”) then additional information regarding the item will be required by Firstbase to be submitted by Administrator and/or Authorized User in order to proceed with the return.
Please note • Authorized users who purchase their own shipping will not receive reimbursement.
• Damages resulting from failure to follow Firstbase return instructions and use proper packaging will not be the responsibility of Firstbase.
| All terms in Column 1 of this row apply.
In addition • Products being sent to an Authorized User as replacements are considered to be “orders” and the terms in the 2nd column from the left (i.e. expedited/standard ground) apply.
• Where there is a “return” that is part of a replacement, the terms in the 3rd column from the left (e.g. packaging, shipping, etc) apply to the product being returned. | | Changes & Cancellations • Changes and cancellations must be made via the Firstbase platform. • Changes (address, products, etc) to orders, returns, or replacements must be made prior to the order, return or replacement reaching processing status.
• Cancellations to orders, returns, or replacements must be made prior to
the order reaching processing status.
• Firstbase will not be responsible for delivery failures including Returns to Sender due to the fault of Customer and/or Authorized User (i.e., incorrect addresses due to Customer and/or Authorized User entry errors, unavailable for signature, etc.) Should the order be delivered incorrectly as a result of incorrect information provided to Firstbase, Customer will be responsible for all resulting costs for lost equipment and/or its retrieval. This will be handled in accordance with the Not Returned terms below.
| All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | | Procedure Specific procedures apply as detailed in the relevant column → | 1. Customer and/or Authorized User use the platform service to initiate placement of order, selecting both products and shipping speed in the process.
Customer and/or Customer’s Authorized User must confirm accuracy of order details in accordance with Customer Responsibilities terms (above in this table).
Customer and/or Authorized User submits order for approval or directly where no approval required. If approval is required, Customer is responsible for approving in a timely manner so that order may be submitted to Firstbase for processing.
Firstbase receives order.
Firstbase processes and fulfills orders as promptly as reasonably possible, subject to product availability and any applicable lead times.
Authorized User is provided with an estimated delivery timeline and/or tracking links where available. Firstbase will make reasonable efforts to meet these estimates, however, delivery timelines are not guaranteed and may be subject to change. | 1. Authorized User notifies Customer’s Administrator and Customer’s Administrator initiates offboarding or return via the platform service.
Customer and/or Customer’s Authorized User must confirm accuracy of details in accordance with Customer Responsibilities terms (above in this table).
Firstbase receives the return request.
Firstbase processes and fulfills the request, via (a) preparing Return Kit Materials and sending them directly to the Authorized User, (b) preparing a shipping label and sending it to the Authorized User (physically or electronically) or (c) coordinating with a local courier to come pick items up from the Authorized User. • At this time and where applicable, Firstbase provides Authorized User tracking confirmation and applicable instructions regarding the return of their equipment that they should follow prior to packing and returning it to Firstbase.
Authorized User follows instructions provided by Firstbase and packs or prepares the equipment to be handed over to the courier.
Equipment is then picked up or dropped off to a shipping carrier or by courier and transported back to Firstbase.
Upon receiving the package, Firstbase adds it to the processing queue where it remains until Firstbase is ready to process it. Processing includes unpacking, thoroughly sanitizing, and visually inspecting each item for physical imperfections to each product.
For any reversible issues, Firstbase reconditions (removes stickers, buffs out scratches, etc). For laptops and computers (that are not locked or considered poor or unusable conditions) Firstbase will then wipe the media/storage of the device and reinstall its operating system to the manufacturer's most recent version or to factory setting type out of box specifications. Firstbase will then perform diagnostics offered by the manufacturer, to ensure the device is functioning as expected.
Items are assigned a grade according to Firstbase’s Equipment Grading terms (below in this table). • For all items (laptops, computers and monitors) that are assigned a grade other than “Used - Poor”, or “Unusable”, Firstbase re-sanitizes and repackages each one for redeployment.
• For computers (boxes & towers only), laptops,
mobile phones, and tablets only, that are assigned
a grade of “Used - Poor”, or “Unusable”, Firstbase
separately assess repairability and where possible
works with manufacturers to have the device
repaired, in or outside of warranty, in accordance
with the Repair and Warranty terms and
procedures (below in this table). Where this is not
possible, Firstbase follows the End-of-Life
including ITAD terms and procedures (below in this
table).
• For monitors only, that are assigned a grade of
“Unusable”, Firstbase follows the End-of-Life
including ITAD terms and procedures (below in this
table).
| 1. Customer and/or Authorized User use the platform to initiate replacement request via the platform.
Customer and/or Customer’s Authorized User must confirm accuracy of order details in accordance with Customer Responsibilities terms (above in this table).
Firstbase receives the replacement request.
Firstbase processes and fulfills the replacement request as promptly as reasonably possible, sending out replacement products (subject to product availability and any applicable lead times) to the Authorized User and where applicable, also sending materials for returning eligible equipment. See Eligibility Row, Column 3 (Returns) of this table for details.
Please note • For replacement product(s), Authorized User will be provided with an estimated delivery timeline and tracking where applicable. Firstbase will make reasonable efforts to meet these estimates, however, delivery timelines are not guaranteed and may be subject to change.
• For the eligible product(s) to be returned as part of a replacement (where applicable), Firstbase will follow the Return Procedure (Column 3, same row of this table) steps 5 - end. | | Inspection & Equipment Grading Firstbase, at its discretion, will assess each eligible returned item and assign a grade based on its condition and functionality.
Grading Criteria for Monitors & Docks • New: Monitors & docks that are in perfect working condition, never opened from manufacturer packaging, and show no signs of use. • Used: Monitors & docks that are in working order, but are no longer considered new. May show minor signs of use. • Unusable: Monitors & docks that are non-functional or have significant damage.
Grading Criteria for Laptops, Computers, Mobile Phones and Tablets • New: Devices in perfect working condition and show no signs of wear. • Used - Good: Devices in working order with minor signs of use. • Used - Fair: Devices with noticeable wear, but still functional. • Used - Poor: Devices with considerable wear or minor functional issues. • Unusable: Devices that are non-functional or have significant damage.
For clarity, based on the applicable grade of a product, Firstbase will undertake an action with respect to the product, item or equipment as further described in these policy terms, including ITAD services elected by Customer.
Please note: except as otherwise agreed in an order form, anything other than Monitors, Laptops, Computers (boxes and towers only), Mobile Phones and Tablets are not eligible for return and are not subject to the inspection and grading terms.
| All terms in Column 1 of this row are not applicable. | All terms in Column 1 of this row apply. | Where a return is part of a replacement, all terms in Column 1 of this row apply (e.g. laptop is returned and will go through the inspection & grading process). | | Not Returned & Partially Returned Item(s) (separate fees may apply)
Not Returned ****• An item is considered not returned when An Authorized User is responsive to Firstbase as it relates to the return, and returns a package as directed by Firstbase, but upon arrival to warehouse and inspection of package, Firstbase discovers that required/expected product(s) is not in the box and either something different is received in box instead or the box is partially or completely empty. OR • An Authorized User fails to respond to communications from Firstbase (and nothing is returned by that individual).
Procedure - Not Returned/Missing Entire Item or Alternate Items Received • In the event that some of the products are returned but not all (i.e. laptop and 1 monitor received with all accessories/components but it was a laptop and 2 monitors were expected) Firstbase will process the received items as normal and for the product(s) missing from the box, Firstbase will follow “Procedure - Not Returned/Non-responsive”
• In the event that something is received that is not expected (e.g. not in catalog and/or unrelated to the service Firstbase provides - an item that we do not have responsibility for) Firstbase will dispose of the item(s) accordingly and Customer will be subject to applicable fees.
Procedure - Not Returned/Non-responsive • Within a 30 day period: • (a) During the first 14 days after return or replacement is initiated, Firstbase will use reasonable efforts to contact the Authorized User via email(s) on file to help facilitate the return of the eligible products by the Authorized User.
• (b) If by the 15th day or after, no response or return has been received from the Authorized User, Firstbase will escalate to the Customer’s Administrator, requesting Customer’s assistance to contact the Customer’s Authorized User and secure a response and/or the return. Firstbase will follow up with the Customer’s Administrator for a response.
• (c) If by the 30 day period, if no response or return has been received from the Authorized User then, unless otherwise treated as an exception agreed upon with Customer’s Administrator, Firstbase will make no further attempts to contact Authorized User or Customer’s Administrator in regards to the return and will close out the return, updating the status of applicable products accordingly.
Please note, should the Authorized User follow up after this time OR send in items without following up, Firstbase will take the appropriate actions to further process the return. In the event that an authorized user or Customer do respond after that return portion of the replacement has been closed, Firstbase will allow the item to be returned, reversing the status of not returned and archived and following the inspection and grading process as applicable.
Procedure - Partially Returned Products • Upon receipt of Return Box, during the inspection and grading process, if Firstbase finds that an accessory required to function (i.e. charger, cables, mounting plate and screws, etc) is missing from any product, Firstbase will work to replenish said accessory for the product with a functional equivalent at Customer’s Expense and subject to Service Action or Equipment fee as may be applicable.
| All terms in Column 1 of this row are not applicable. | All terms in Column 1 of this row apply.
In addition • At a minimum Firstbase will make two (2) attempts at contacting an Authorized User via email. | Where a return is part of a replacement, all terms of Column 3 of this row within this table apply. | | Repair & Warranty (separate fees apply) ****Firstbase will manage repair service, both under warranty and not under warranty only for Firstbase Supplied and Customer Supplied laptops, computers (boxes/towers only) mobile phones and tablets. When products (limited to those detailed in the prior sentence) require repair, Customer’s Administrator or Authorized User must notify Firstbase via the platform service by initiating a Return or Replacement and selecting the applicable option (i.e., damaged) and including all necessary information as part of the process whether they be via platform service OR as requested by Firstbase support (e.g. extended warranty details, photos, explanation of what caused damage, etc).
For Firstbase Supplied Equipment, where Firstbase has the warranty information, the procedure below applies and • Where the damages are covered under warranty, Firstbase will only charge the Customer the applicable Service Action Fee.
• Where the damages are not covered under warranty or the warranty has expired, Firstbase will obtain a quote for repair, share quote for repair with Customer’s Administrator and • If approved by Customer, Firstbase will arrange for the repair and Customer will be charged repair costs plus applicable service action fee. • If Customer does not approve of repair costs or is unresponsive to Firstbase for a period of time, Firstbase will charge applicable service action fee only and handle the device as per IT Asset Disposition (ITAD) service terms below.
For Customer Supplied Equipment or any Equipment where Firstbase does not have the warranty information and Customer fails to provide it within 1 Business Day of it being requested by Firstbase or where the products damages are not covered by warranty or the warranty has expired, the procedure below applies and • If approved by Customer, Firstbase will arrange for the repair and Customer will be charged repair costs plus applicable service action fee.
• If customer does not approve of repair costs or is unresponsive to Firstbase for a period of time, Firstbase will charge applicable service action fee only and handle the device as per IT Asset Disposition (ITAD) service terms below.
Procedure
Customer initiates repair service by logging a return or replacement request as applicable via the platform and provides the necessary information directly to Firstbase should Firstbase request it.
Firstbases, actions the request and as part of the return or replacement process, inspects, grades, and based on observed damage and information provided by Customer and/or Customer’s Authorized user, confirms eligibility of the product for repair.
If the product is eligible, Firstbase verifies warranty coverage. If not covered under warranty, applicable terms above apply and Firstbase will obtain a quote and share with Customer for approval. Firstbase and customer’s approval to repair at cost. If covered under warranty or customer has approved out of pocket costs, Firstbase organizes repair via manufacturer's authorized vendors and device is sent for repair or scheduled for repair on site.
Repair service is performed by the vendor and the device is returned to Firstbase and inspected.
For successful repairs: The product is reintegrated into inventory. For unsuccessful repairs: Firstbase follows the ITAD Service terms and process.
| All terms in Column 1 of this row are not applicable. | All terms in Column 1 of this row apply.
In addition • Note: Item(s) that are damaged are not considered deployable, therefore Firstbase will be unable to use them to fulfill any new orders. | Where a return is part of a replacement, all terms of Column 3 of this row within this table apply. | | Locked Devices (separate fees may apply) ****Any eligible item intended to be redeployed (not intended for ITAD Service (row below in this table), are required to be free from any personal locks including Apple Activation Locks, Apple System PIN Lock, or any other similar “personal” lock that prevents Firstbase from proceeding with its applicable procedure(s).
• For clarity, this means Customer must have Apple’s Find My Device functionality (or any similar functionality for other types of devices) turned off, either by turning off themselves via management tools from the manufacturer (ex: ABM, Autopilot, etc), MDM tools or by working with their Authorized User (present or former) to turn off. Firstbase is unable to do this for Customer or Customer’s Authorized User.
Items returned that are locked • Firstbase will make reasonable efforts to contact Customer’s Administrator and Authorized User (on a case by case basis) providing notification along with a variety of instructions for how to execute removal of lock virtually based on the type of lock that Firstbase has identified.
• If Customer’s Administrator or Authorized User responds but are unable to unlock the device within 30 days from first notification, then Firstbase will at its option, ship the device back to Customer (where supported and if Customer has local address in the same country ONLY) or will submit the device for ITAD Service (i.e. physical destruction only, no data destruction process) for destruction or where available ship device back to Customer. Both services are subject to the applicable service action fee.
• Firstbase will make multiple attempts to notify Customer within the 30 day period (starting from the day of the first notification), if Customer fails to respond by the end of this period, Firstbase reserves the right to submit the device for ITAD Service or where available ship device back to Customer. Both services are subject to the applicable service action fee.
Please note, additional “unlocking” requirements apply to item(s) being sent for ITAD Service in order to receive a certificate of data destruction where available (i.e. wiping not just shredding.)
| All terms in Column 1 of this row are not applicable. | All terms in Column 1 of this row apply.
In addition • Note: Item(s) that are locked are not considered deployable, therefore Firstbase will be unable to use them to fulfill any new orders with such item(s). | Where a return is part of a replacement, all terms of Column 3 of this row within this table apply. | | IT Asset Disposition (ITAD) (separate fees apply) General IT Asset Disposition services (formerly known as End of Life (EOL) Services) include the following, subject to additional Service Action Fees, for data destruction, recycling, equipment destruction, and/or repurposing including but not limited to: laptops, computer (boxes/towers), tablets, and mobile phones (Firstbase approved) (“Data-Bearing Equipment”) and monitors, peripherals, and furniture (“Non-Data Bearing Equipment”). Data-Bearing Equipment and Non-Data Bearing Equipment may be referred to herein collectively as Equipment.
Subject to the terms and conditions of this policy Firstbase offers the following ITAD Services with respect to Equipment: • Data Destruction: Firstbase will perform secure data destruction, in compliance with the National Institute for Standards and Technology (NIST) 800-88 standard, for all Data-Bearing Equipment designated as “marked for Destruction” in the Platform by Customer’s Administrator or via notice to Firstbase directly. Any Equipment that does not complete digital data destruction will be recycled per the Equipment Recycling Service (as defined below). Firstbase will provide a Certificate of Destruction (“CoD”) to Customer for Data-Bearing Equipment;
• Equipment Recycling: Firstbase will send Equipment designated as “Used-Poor” or “Unusable” to a subcontractor for dismantling and recycling in compliance with local regulations. Firstbase may provide a Certificate of E-Waste to Customer, where available; and
• Hard-Drive Shredding: Firstbase will shred hard-drives with a CoD listing the serial numbers of the drives shredded using this method.
• Repurposing: All reusable Equipment may be repurposed for resale in secondary markets.
Eligibility for ITAD Services Equipment is deemed “marked for Destruction” and eligible for ITAD Services when: • It is graded Unusable or Used-poor and is unrepairable in accordance with the Inspection & Grading terms (above in this table);
• Equipment that is in Firstbase possession for thirty (30) days after the Initial Term or then-current Renewal Term;
• Equipment that is in Firstbase’s possession, that is locked and cannot be brought into compliance within thirty (30) days and is not available for shipping back to Customer’s Administrator;
• Customer’s Administrator designates eligible Equipment as “marked for Destruction” via the Platform Service, notice to Firstbase support directly or email;
• Items received by Firstbase that are not Equipment, as well as items incorrectly shipped to Firstbase, will be considered ineligible for return.
Election of ITAD Services and Title Customer Administrator may elect during the Term to utilize the ITAD Services by providing written notice (email to suffice) to Firstbase. By electing the ITAD Services, Customer acknowledges and agrees to the following: • Customer engages Firstbase to to provide certain ITAD Services for Equipment owned by Customer;
• Firstbase may engage third-party service providers to perform the ITAD Services;
• Title and risk of loss of Equipment passes from Customer to Firstbase upon election via the Platform Service, notice to Firstbase support directly or email;
• Firstbase will, at its sole discretion, determine which Equipment is eligible for ITAD Services;
• Firstbase has no backup or archival responsibilities for Customer data and is not liable for unprotected data loss; and
• Customer must ensure the Equipment is unlocked from any system or configuration that prevents devices from being wiped and restored to factory settings, including but not limited to: Mobile Device Management (MDM), Apple Business Manager (ABM) Apple Activation, Locks (e.g., FMD and iCloud credential locks), Customer Organization-specific account login and password credentials PIN locks, any other locks (including but not limited to secure application passwords, Single Sign-On, and File Vault locks) that cannot be removed by means of wiping and restoring a device to factory settings.
Failure to comply with these requirements will result in Equipment being ineligible for ITAD Services and will be subject to Recycling or Destruction.
Certificate of Data Erasure, Destruction, and Disposal Upon request by Customer, Firstbase will provide a Certificate of Data Destruction and/or a Certificate of Recycling. Firstbase will retain records of ITAD services performed for the Customer in accordance with its record retention policies or as otherwise required.
Abandoned Equipment Within ten (10) days after the end of the Initial Term or then-current Renewal Term, Customer will reach out to Firstbase to coordinate the return of all Customer-supplied or First Base-procured equipment (“Customer Equipment”). Firstbase will attempt to coordinate the return shipment of all Customer Equipment with Customer up to three (3) times within fourteen (14) days. If, after the third attempt by Firstbase, the Customer has not responded or made a good-faith effort to coordinate the bulk shipment, all Customer Equipment in the possession or control of Firstbase will be deemed “Abandoned Equipment.” Upon such abandonment, full ownership and title to the Abandoned Equipment shall automatically transfer to Firstbase, and Customer relinquishes all rights and claims to the Abandoned Equipment. Firstbase shall have the unrestricted right to sell, repurpose, recycle, or dispose of the Abandoned Equipment at its sole discretion, without any liability to the Customer for the disposition or handling of such equipment in accordance with Firstbase’s End of Life Services.
General ITAD Procedure
Firstbase inspects returned Equipment in accordance with the Inspection & Grading terms to determine final eligibility and specific ITAD Service;
Customer’s Administrator authorizes the ITAD Service (where applicable);
Equipment is marked for ITAD as applicable by Firstbase on the platform and segregated to pending service bin location for further action as determined by Firstbase.
| All terms in Column 1 of this row are not applicable. | All terms in Column 1 of this row apply. | Where a return is part of a replacement, all terms of Column 3 of this row within this table apply. | | Equipment Damage & Loss (separate fees apply) Customer Loss: Customer will be responsible for all damage or loss to equipment once it has been delivered to an applicable shipping destination (e.g. Authorized User’s Home, Customer’s Office) provided to Firstbase by Customer or is otherwise in Customer’s possession. Deliveries shall be confirmed via the applicable shipping carrier’s tracking. For clarity, Equipment Malfunctions (see below) may or may not be considered a Customer Loss depending on the circumstances.
With respect to any Customer Loss: • Customer and/or Customer’s Authorized User will promptly notify Firstbase of the loss or damage via the platform service, and, if applicable, return such Equipment to Firstbase and pay the necessary service action fee as applicable. For eligible equipment (laptops/comptuers), Customer may decide to dispose of on their own and advise Firstbase so Firstbase may update the platform accordingly, request that Firstbase repairs, where possible (whether covered by warranty or not) via replacement and warranty/repair processes above, or request that Firstbase dispose for Customer via ITAD Service (above), each of which at Customer’s cost as applicable.
Equipment Malfunction: If, there is a malfunction or material adverse performance issue that is not due to Customer action or inaction with respect to a piece of equipment that's been delivered to Customer or Customer’s Authorized User, Customer or the applicable Authorized User may notify Firstbase via the platform service of the Equipment Malfunction and request that Firstbase make a warranty claim to the applicable manufacturer of such Equipment per the warranty and repair terms above.
• For eligible equipment that is not furniture (Laptops, Computers, Mobile Phones, Tablets), if the malfunction is covered by warranty, Firstbase will handle pursuant to Repair and Warranty Service Procedure and Terms (above in this table). If malfunction is not covered by warranty, Firstbase will handle pursuant to repair or dispose and provide a replacement if requested by Customer, at cost to Customer in accordance with the repair process service, ITAD Service and/or replacement service (both above in this table).
• For eligible Furniture, Customer or Authorized User must provide Firstbase with a photo of the label that shows serial number and furniture information, as well as description; and photo or video of malfunction. If applicable, troubleshooting steps will be provided to attempt to resolve malfunction if possible. If troubleshooting does not resolve the malfunction AND the malfunction is covered by warranty Firstbase will work with the manufacturer to repair or replace the malfunctioning part or whole item. If the malfunction is not covered by warranty we request a quote for a repair if possible for approval from Customer. If not covered by warranty and no repair is possible and/or repair cost is not approved by Customer, the item is archived in our platform and if a new item is needed a new order must be placed.
Firstbase Loss: Firstbase will be responsible for damage or loss to equipment while it’s in Firstbase’s or its logistics subcontractors including applicable shipping carriers possession or control (taking into account ordinary wear and tear). Please note: for any Equipment delivered to the applicable shipping destination provided to Firstbase, if Customer or its applicable authorized user has not notified Firstbase of damage or loss within three (3) business days of delivery to such shipping destination, Customer and its applicable authorized user then such reported damage or loss will be treated as a Customer Loss as defined above and
Customer and its Authorized User’s hereby acknowledge and agree that this will be deemed to have waived their right to make a Firstbase Loss Claim.
With respect to a Firstbase Loss: • If such Equipment is within Firstbase’s possession at the time Firstbase becomes aware of such Firstbase Loss, Firstbase will, at its option, promptly repair or replace the applicable item at no cost to Customer or if not repaired or replaced, Firstbase will provide Customer a credit for the item and update the platform accordingly.
• If such Eligible Equipment is within the possession of Customer or any of its Authorized Users at the time of discovery of a suspected Firstbase Loss or is never delivered to the applicable shipping destination provided to Firstbase for the applicable authorized user, Customer or its applicable authorized user will promptly notify Firstbase via the platform service and if applicable or as requested by Firstbase support, provide photos and/or other relevant information if requested for investigation and if applicable, return such Equipment to Firstbase for inspection.
• Upon receipt Customer’s notification, Firstbase will promptly evaluate and investigate whether such purported damage or loss is actually a Firstbase Loss, and Customer and its applicable authorized user will provide any additional information as reasonably requested. • If, after such investigation: • Firstbase reasonably determines that such damage or loss is a Firstbase Loss, Firstbase will, at its option, for eligible equipment process for warranty or repair, or dispose via /ITAD and replace in accordance with processes above, all at cost to Firstbase and Firstbase will update the platform accordingly.
• Firstbase reasonably determines that such damage or loss is a Customer Loss, then Firstbase will so notify Customer along with basis for such determination and follow the procedures set forth above with respect to Customer Losses.
| All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | | IT Equipment Services (separate fees may apply) In addition to the Equipment Services, Company will provide the following IT Equipment Services on eligible Equipment within the applicable Service Territories as defined in the Order Form:
• Standard Configuration Services: Standard Configuration Services may include but are not limited to, imaging, device setup, staging, device wipe and restore, and drive encryption initiation. The details with respect to such service is contained in the Order Form. Standard Configuration Services are subject to additional Fees.
•Custom Configuration Services: In addition to Standard Configuration Services, Custom Configuration Services may include but are not limited to, script initiated services, view only service accounts, complex device setups and/or enrollment, physical asset tagging, and remote client imaging tasks. The details with respect to such service is contained in the Order Form. Custom Configuration Services are subject to additional Fees.
•Device Holds: If Customer requests a device hold or similar preservation of Equipment, Company will hold the returned Equipment for a period of thirty (30) days. Upon receipt of a package by Firstbase, the package will not be opened and will be moved to a dedicated “hold” rack in the warehouse where it will be stored for a period of thirty (30) days. At the end of the 30 day period, the package will be processed in accordance with Company’s policies. Device Holds are not subject to Service Actions Fees.
• Except as otherwise agreed specifically in a MSA, SOW or Order Form Firstbase is unable to perform imaging or any other device-related IT Configuration Services.
• For specific requests, please contact your Account Executive or your Customer Success Manager.
| All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | | Fees Service Actions are subject to applicable service action fees as set forth in the agreement, applicable order form(s) and as part of policies (i.e. bulk orders, exports).
Note: (1) To the extent equipment needs to be added, applicable equipment fees will apply (2) For Repair & Warranty service, ITAD Service - these are considered to be standalone service actions and applicable fees apply. | All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. | All terms in Column 1 of this row apply. |
| Description | Fee |
|---|---|
| Customer Expiration/Termination Return of Equipment - Warehouse Processing Fee | 1-25 Items $150 |
| 26-50 items $250 | |
| 51-75 items $350 | |
| 76-100 items $450 | |
| 101 items + $550 | |
| Customer Expiration/Termination Return of Equipment - One Time (bulk or via fedex/ups) Shipment of Warehoused Items back to Customer | Quoted price from transportation company + the Warehouse Processing fee set forth immediately above + management fee |
| Missed Appointment / Late Appointment Cancellation Fee (not available for signature, canceling pickup or delivery appointment, return to sender) | Non Furniture - $75 per instance |
| Furniture - $175 per instance | |
| Rejected Shipment Administrative Fee (per shipment) | $50 |
| Address Change, Shipment Reroute, etc. | Due to significant variation, this fee will be ad-hoc |
| Return Kit redelivery (if lost by customer) | Due to significant variation, this fee will be ad-hoc |
| Partial Return Accessory Purchases | TBD |
| Missing accessory fulfillment | Per item basis |