What if I need service to multiple locations?
Our plans currently only support storage and shred pickups from a single location. If you have more than one location, you can either set up an account for each location or contact Iron Mountain at 1-877-690-6759
The plans are not quite right for me. Can I adjust them?
Our plans are optimized for simplicity and convenience, you can always adjust the amount of storage and number of shred bins required, but all other features and configurations are fixed. If you have different needs than our plans provide for, please contact Iron Mountain at 1-877-690-6759
Do you sell other services?
The plans on our website are currently all we offer at this time. If you have a recommendation for a product or service please drop us a note at email@example.com. We’re always looking for feedback and ways to improve our customers’ experience.
Can I change my plan over time?
Of course. You can update your plan by contacting your sierra26 customer service representative at 888-703-8127. You can upgrade the amount of storage or shred bins you require, or even upgrade to a different plan altogether. In some cases fees may apply, and you will be notified if that is the case. All changes will be active on the first day of your next billing cycle.
How does the 60-day money back guarantee work?
When you sign up with sierra26, you are billed for the first month of a 12-month contract term. However, in the first 60 days if you are not satisfied with your service, you are free to cancel at no charge. You will receive all your materials back and a full refund of plan costs incurred to that date.
What if I need to cancel?
Contact your customer service representative and they will assist you with closing your account. Account closure fees will apply if cancelling beyond the 60-day risk free trial, they are $3.99 / box stored and $64.15 / shred bin.
What can I shred through my recurring monthly shred service?
You can dispose the following in your 32-gallon shred bin(s) to be securely shredded:
You cannot dispose the following in your shred bin:
Pricing & fees
How can I get a quote?
All of our plans have a fixed monthly price, just select the number of boxes you need to store and number of shred bins you need serviced each month. We have no upfront costs or additional monthly fees, all prices are inclusive of transportation, handling, and set-up.
What if I require services not included in my plan?
We offer a selection of “add-on” services that can be purchased at any time for an additional charge.
|Additional file scan request (for Core & Premium)||$15 / file *|
|Additional physical box retrieval||$50 / box (includes shipping, handling, and transport back to our facility)|
|Additional box pickups||$6 / box (includes handling and transport to our facility)|
|Rush physical box retrieval (order before 2PM and receive before noon the next day)||$100 / box (includes shipping, handling, and transport back to our facility)|
(*) File scan requests over the standard 50-page limit will incur an additional file scan charge of $15 for the next 50 pages, and so on.
Why do I have to pay today but my services don't start immediately?
Your boxes will be sent out to you as soon as possible after payment, as well as the indexing forms, to allow you to start getting your boxes ready to be picked up and stored. We strive to get your services started as quickly after payment as possible, but require the confirmation in order to begin sending you boxes, shred bins, and other such materials.
Boxes & storage
Can you pick my boxes up from a self-storage location or another offsite document storage facility?
If your boxes are not stored at your office, contact customer service. We currently do not pick up from other offsite document storage facilities, but may be able to pick up from some self-storage locations.
I purchased a plan with a certain number of boxes, but I have some boxes left over after packing. What do I do with them?
Refunds are not issued for unused boxes. Our plans come in increments of 100 boxes for storage, ranging from 100 to 600 boxes. If you order a certain number of boxes and do not use some, you are free to keep them and use them for your onsite storage or recycle them.
I purchased a plan with a certain number of boxes, but I realize I need more. What do I do?
Our plans come in increments of 100 boxes for storage, ranging from 100 to 600 boxes. When you select a plan, we ship you the corresponding number of boxes. After packing if you realize you require more boxes, please contact customer service. You will need to be upgraded to the new volume tier and have your billing adjusted accordingly.
I have already had my first box pickup, but I want to send in more boxes. How do I do that?
Please contact customer service, you will need to arrange a transport for extra boxes you have, or you will need to be upgraded to the next volume tier and purchase additional boxes for $6/box. This fee includes the cost of receiving the boxes and pickup & transport to our secure facility.
Digital File Requests & box retrievals
What if I need a document urgently?
Contact your customer service representative at 888-703-8127. We offer a rush retrieval option for $100 / box. Orders placed before 2 PM will arrive before 12 noon the next day. Price includes shipping, handling, and transport back to our facility.
What if I need more file scan requests than my plan allows?
No problem. You can request an additional file scan directly through the dashboard. Simply find the file you want to have imaged and select, and you will be prompted to authorize an additional charge of $15/file (for up to 50 pages). Your payment method on file will be charged and you will receive an invoice.
Does my file scan request cover any file size?
File scan requests cover up to 50 pages. Any files over the 50-page limit will result in an additional file scan request being charged from your monthly allotment or billed at $15 (if you are past your monthly allotment). We have found that 50 pages is the average file size for most customer documents.
What if I need more physical box retrievals than my plan allows?
You can request to retrieve a box (beyond your plan allotment) through the dashboard. Simply find the box you want to retrieve, and you will be prompted to authorize an additional charge of $50/box. Your payment method on file will be charged and you will receive an invoice. This price includes shipping to your location and pickup & transport back to our secure facility.
How long are my scanned files accessible for?
When you request a file to be scanned, it is hosted by sierra26 and accessible to you through our portal for 1 year. You are also able to download the files to your own local or network drives for perennial access.
Payment & billing
What if my ACH didn't go through?
Call customer service for assistance.
How is payment captured each month?
When you sign up for a plan you are automatically enrolled in autopay for the length of 12-month contract, You will be billed on the same day each month and receive email confirmation.
Security & compliance
How do I know that my documents will be safe?
Nothing is more important to us than the safety of your documents. All documents will be secured in Iron Mountain’s industry-leading secure storage facilities. Our buildings are resistant to seismic activity, tornadoes, hurricanes, and other natural disasters. We also employ round the clock fire and burglar protection with a state of the art alarm monitoring system.
My records contain confidential PII (e.g., patient records), is it still possible for me to store them off site and have someone scan them as needed?
Yes. Our solutions meet and exceed the most stringent industry specific requirements, providing for the special demands of industries such as energy, entertainment, health and life sciences.
Who is transporting my documents from my office to the facility? How can I be sure they are authorized to handle the confidential information?
Who touches my documents between them getting picked up and them being stored?
Protecting our customers’ assets begins the minute we receive them, and doesn’t end until we either return them or securely destroy them. In order to ensure the security of federal agency information assets, we rely on a series of tightly-linked safeguards, which we refer to as a “chain of custody.” This chain of custody is a set of procedures that assigns a unique identifier to each customer asset in Iron Mountain’s possession, enabling it to be tracked constantly, no matter where it is.
A secure Chain of Custody is an important core capability at Iron Mountain because it assures our customers get:
Is sierra26 the same as Iron Mountain?
sierra26 is part of the Iron Mountain brand family. sierra26 offers local services to businesses like yours with facilities and operations provided by the world class Iron Mountain team. We are transparent in our pricing and offerings, focused on providing a streamlined digital experience, and are growing quickly with expanded product offerings to come.
Are services provided by sierra26 or Iron Mountain?
You will interact with our dedicated sierra26 team for all pre- and post-purchase support (e.g., billing, scheduling a service, contacting customer service). All facilities, transportation, and other field operations are provided by Iron Mountain which is why you may see Iron Mountain trucks, drivers, and boxes accompanying your services.
Can I purchase through the Iron Mountain website?
Our offerings are separate and distinct from Iron Mountain services and can only be purchased on the sierra26 website or through a sierra26 customer success representative. At this time sierra26 and Iron Mountain solutions and contracts cannot be combined.
I am a current Iron Mountain customer, can I update my offering to one of the sierra26 plans?
At this time agreements and contracts with Iron Mountain will not be merged or transferred over to sierra26 and vice versa.
When will you be available in my market?
We are growing quickly and plan to expand into most metro markets by the end of 2021. If you require services more urgently, please contact our parent company Iron Mountain.
What browsers and/or devices do you support?
We recommend using the latest version of Google Chrome for the optimal experience, but most browsers should work.