FAQ and Answers
What does LAT offer that is different to my current supplier?
LAT focuses on quality of service, and through the use of technology, our clients can measure that quality for themselves. Each month we show you if we have delivered records to you on-time, and give you reminders about various aspects of your holdings to improve their management. We offer MYOF software to help you do your own document indexing in a consistent manner and manage records whilst they are still in your own premises. We allow you access via a web interface to see your inventory anytime and the environmental conditions it is being held in.
How long do I need to keep documents for to comply with Indonesian retention laws?
The main law in Indonesia that influences retention periods is ďUndang-Undang Dokumen Perusahaan No.8, 1997Ē. This specifies that an organisationís taxable income may be audited at any time in the 10 years following submission. Consequently, most organisations adopt a minimum 10 year retention period for financial documents. There are many other laws that influence retention though, so it is not merely a question of retaining every document for 10 years. If you need assistance to develop a retention policy, please contact us.
Do you insure my documents/tapes? What happens if one of these is lost or destroyed?
Yes we do insure your documents/tapes, but the amount of coverage is limited to the commodity value of the items stored. We have no way to determine the value of information stored on these media. When you sign a contract with us you have the opportunity to declare a higher value for insurance. Coverage of the base amount is built into our storage charge, but the cost of additional coverage is charged to back to you. You will receive a certificate from an insurance company naming you as co-insured. LAT has systems in place that should prevent the loss of items in the ordinary course of operations, and has also implemented the highest international standards to protect the facility from fire and other risks, so to date has never been asked to pay-out a claim. Our policy though is to pay the claim and provide certification explaining the loss/destruction of item(s) to mitigate your legal exposures.
Will my document be secured from theft? Can your staff see our documents inside the boxes? How can you be so sure that it is secured?
Placing documents off-site is one of the best ways to secure them. With random storage, anonymous barcode identifiers, access control, 24 hour security guards and CCTV your records are probably more secure than any alternative. Our policies prohibit our staff from opening boxes unless with your express authorisation. As an additional assurance we offer the option of numbered security seals that will evidence any tampering with records.
Will my documents/tapes be safe from fire in your facility?
We take the risk of fire very seriously. Our facility incorporates fire protection features far in excess of those required by Indonesian standards. Most significant of these is an automated sprinkler system throughout the building. Our racks comply with the toughest international fire protection regulations with open shelf panels that meet NFPA 13/232 standards. We have zoned smoke and heat detectors to detect the source of any fire in it's earliest stages, and the alarm panel is linked to fire department. We have separate vaults for tapes and vital documents, and both of these have been constructed to a 4-hour fire-rating. Of course we also have the standard minimum fire protection measures that alternate storage options offer, such as no-smoking policy, fire extinguishers, and hydrants, but have fail-safe measures on top of these that empirical testing proves are most effective in suppressing a fire in it's earliest stages.
What happens if I want to access my documents on Saturday, Sunday or a Public Holiday?
Our normal office hours are Monday - Friday, 8.00am - 5.00pm. If you wish to access documents outside of these hours please contact our office in advance to make arrangements. However, our facility is manned at all times, so in an unexpected emergency we will be able to meet your needs. Requests made outside of agreed service times will be subject to a different price tariff.
My records are maintained by each department and that seems to be working OK. Why would we need to store and index with you?
Each department may index differently to the next and the quality of indexing can vary greatly between person to person. Having your files indexed and stored off site allows for data integrity and consistency - we have experienced staff that list your records the same way every time. This means that if you are ever audited that your records will show quality record keeping.
We have on site storage, plenty of room and space. Why should we use your space when we have our own!
Legislation and international standards on record keeping go beyond the simple factor of space. You need purpose built racking, environmental control, fire protection and 24 hour security to completely ensure that your records are being stored safely and appropriately. You need a system and processes to be able to easily locate items placed in storage.
Why doesnít your website list some clients of yours so I can see some references?
We protect our clientís confidentiality at all times. We are happy to provide references should you request however we do not display this information in a public domain such as our website to protect our client's privacy.
Iíve got all my boxes in Gudang Garam cartons. I donít want to have to pay a lot of money to change these cartons just because your facility doesnít accept them. Whatís the difference, a box is a box isnít it?
The Gudang Garam box is not designed for archive warehouse conditions. It can not withstand other box weight and fails to maintain its strength when handled over the course of usual box activities. LAT boxes have a 10 year life expectancy and are designed for archiving up to 16 kilograms of records. They do not crease, bend, collapse or break as a Gudang Garam box would. Our boxes have handles to make it safer for your and our staff to carry. For your documentís security and box longevity we strongly advise against the use of non-standard boxes.
How do you catalogue my files when you donít know the information I need from them?
Our Indexing staff are specialists who catalogue information for a variety of industries. Each market has different requirements and our Data Entry team is able to cope with these needs. Prior to the commencement of your transfer to LAT we will discuss the information capturing process with you and provide processes to our Indexing staff to follow. We can capture any alphanumeric data for your files and boxes and have capacity to keep this description in our system.
How do I get my documents back when I need them?
You can place your order using our web ordering system, or fax or email. Weíll even send you a confirmation workorder number if you send your order via email and if you use our web system you can see the tracking details online at any time of the day. We also offer a 3 hour urgent and 5 hour priority service at some locations for those retrievals that canít wait!
How long does it take to get my documents back?
This depends on various factors. In most city locations, we can provide a retrieval service in as little as 3 hours. In locations outside of major cities, delivery may take longer. Please check with your local branch for their service response times.
I have been using another supplier. Do I need to repack all my documents into LAT boxes before placing them into storage?
No, this is not a requirement at LAT. We accept other supplierís cartons as long as they are standard size and not damaged. There may be times where some cartons need to be repacked due to their poor condition. We will advise you in advance if this is required. Even when reboxing is required, we record the same barcode as previously used so you donít need to worry about updating your records with new barcode numbers.
Will I need to change my current numbering system for existing boxes and files?
Our system requires all items have a LAT barcode, however we can also use your current numbering system as an alternate reference. This allows you to retrieve your documents by quoting either the LAT barcode number or your own unique number. If you are transferring to LAT from another supplier, we can retain the previous barcode number as the alternate code also.
Do you sell boxes? If so, what sizes?
Yes, we stock and sell standard record carton size boxes. Details on sizes and types are available via our website. We can also help you box and index your files for storage.
Do you provide imaging or scanning?
Yes, we can scan your items as needed while your records are stored at our locations. We can also pick up your documents scan them, then return, destroy or store them.
What are your hours of operation?
Our standard hours are Monday through Friday, from 8:00 a.m. to 5:00 p.m. Services may be performed outside these hours but should be scheduled in advance when possible and additional charges will apply.
Do you offer document destruction and do you automatically destroy items on scheduled destruction dates?
Yes we offer destruction services but the destruction process must be initiated and authorised by the customer in writing. Every month we send you a report listing items which have reached their scheduled destruction date.
How many boxes can you pick up at one time?
As many as you have! We simply need a fairly accurate estimate of the number of items so that we can schedule the appropriate number of employees and the proper size vehicle to take care of your needs.
Do you have climate control storage facilities?
Yes, we do offer climate controlled storage and offer our clients the ability to check environmental conditions at any time via a web interface.
Do you release records to anyone that works for my company?
No. Any person requesting materials or services for your account must be on our authorized list. Only the authorized contact can request additions to the authorized list.
If I retrieve a box and do not intend on returning it, do I have to notify you?
Yes, otherwise storage fees will continue as we need to maintain a space in our racks for itís future return. The carton barcode ID must be permanently removed from our inventory systems to free up that space for use by another carton.
Do you have cut off times for requests?
Yes, Urgent (3 hr.) requests should be called in by 3pm to be delivered by 6pm. Priority by 10:00 a.m. to be delivered by 5pm. Routine requests by 3pm for next day delivery.
How can I submit my request?
All requests can be submitted in whatever format is most comfortable for you either by Fax, e-mail, regular mail, or via RSWeb.
What is the procedure for preparing boxes for storage?
Boxes should be bar-coded and index completed or else advise LAT that index is required. LAT can help you with this preparation. Barcodes will normally be supplied when you purchase new boxes from us.
Can I come to your facility to review my files?
Yes, we offer a comfortable, fully equipped, viewing room for your convenience.
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