Service Level Agreement – Fox Group Portal

Service Level Agreement for

Please review the information below and confirm your agreement by signing and submitting it.

General Partner Responsibilities

We require all individuals and companies who provide services for or on behalf of Fox Moving & Storage to do so in accordance with the policies below (available upon request and via the links provided in our emails). It is the Agent’s responsibility to ensure that any person performing services on behalf of Fox Moving & Storage, including subcontractors, fully complies with these policies and all applicable laws, rules and regulations.

General Responsibilities

Confidentiality & Data Protection
The Agent confirms agreement with the Fox Moving & Storage Supplier Data Processing Agreement, as well as all applicable laws and regulations. A copy of our policy is available upon request.
Anti-Bribery and Anti-Corruption
All work should be carried out in accordance with the FIDI Anti-Bribery and Corruption Charter.
FIDI Anti-Trust Charter
Supports the fight against cartels which restrict competition among suppliers to the detriment of customers.
General Communication
- Prompt, proactive response time to transferee:
- Urgent: within 24 hours / one business day
- Non-urgent: within 48 hours / two business days
Escalation of issues or problems relating to the transferee move
- Contact Fox Moving & Storage International by phone and/or email upon notification of an issue/problem
- Provide options for resolution, if appropriate
- Continue to provide updates to Fox Moving & Storage until the issue/problem is resolved
Follow all instructions and allowances provided by Fox Moving & Storage, and advise of any variances or service requests within 24 hours of receipt.
All supplemental or pass-through charges must be supported by original source documents (no handwritten documents will be accepted).
Invoices must be received by Fox Moving & Storage within 10 days of completion of service.
Maintain strict compliance with local law & regulations
- GDPR (see Fox Data Privacy and Protection Policy)
- Health & Safety Regulations
Assist in settlement of insurance claims, if needed.

Origin Services

Confirm receipt of service authorization within 1 working day / 24 hours.
Contact transferee within 1 working day / 24 hours of receipt of service authorization and/or when authorized by Fox Moving & Storage International. If unable to make contact with transferee, advise Fox Moving & Storage within 2 working days / 48 hours after initial contact attempt.
Pre-move survey
- Surveys must be visual unless previously approved by Fox Moving & Storage.
- Video surveys can be carried out unless instructed otherwise by Fox. If shipper objects, Fox must be advised and instructions sought.
- Only experienced surveyors may perform the survey.
- Surveyor must use correct equipment and documents to perform survey and must be professionally dressed.
- Confirm contact details and address with transferee.
- Survey to be provided at no cost to Fox Moving & Storage unless otherwise agreed.
- Surveyor should visually inspect all items to be shipped to ensure accurate volume estimation.
- A detailed list of all items to be shipped, with estimated volume, will be made and provided to Fox Moving & Storage International. Note any items not available for viewing.
- All items requiring special care should be noted (e.g., fragile items requiring crating, pianos, bulky/heavy items, difficult access, permits, storage, etc.). Any elements that will cause additional charges must be noted and approved by Fox Moving & Storage prior to packing.
- Provide Fox Moving & Storage with survey results within 2 business days / 48 hours.
Prior to packing
- Schedule pack date(s) with transferee and advise Fox Moving & Storage International of the date(s).
- Confirm pack date(s) and arrival time as soon as possible, or at least 1 business day prior to the start of packing, with transferee.
Packing and Loading
- Crew should arrive on or before the agreed arrival time. If delay expected, transferee should be notified.
- All crew members must have either a corporate or local government photo ID in their possession while at residence.
- At least one crew member must be able to communicate with transferee in English.
- Prior to start of packing, crew leader must complete walkthrough; photograph and note existing damage on pack report; signed by transferee prior to start. Origin agent is responsible for repairs/costs of damage not documented in advance or damage caused by crew.
- Provide suitable floor and wall protection as needed.
- Packing list will include descriptions of carton contents, pre-existing damage, and details of all electrical items (make, model, serial number).
- Packed by owner (PBO) cartons should be advised against and avoided. If presented, inspect and re-pack. If shipper objects/refuses, refer to Fox International office for instructions. If accepted, PBO cartons must be accompanied by a full detailed list of contents.
- One carton will be a “parts” box for small items at risk of being lost (e.g., furniture hardware, keys, power cords, remotes, etc.).
- Cartons and packing materials must be in good condition. All wood must meet ISPM-15 standard.
- All items packed into cartons should be fully wrapped and all furniture fully covered.
- Tape should never be placed directly on furniture or packed items.
- Carpets should be rolled individually and with carpet pad, if needed.
- Carton markings will include: transferee name, destination city, room location, carton number, and general description of contents.
- Density packing is required for all shipments. Pack lightweight items into empty spaces safely and disassemble items when possible (provide re-assembly instructions).
- Crating of fragile items should be done at residence.
- All debris should be removed on final day of pack.
- End of pack day: final walkthrough with transferee to ensure all items removed and rooms are clean.
- Crew must obtain signed copies of packing list. Transferee and Crew Leader (and/or designated crew member) must sign each page.
- Any repacking or services outside of the residence must be approved in advance by Fox Moving & Storage.
Following packing
- Provide signed packing list, weights/volume/piece count and required documents within 48 hours of pack.
- For containerised shipments, provide container and seal numbers.
- Advise of any variation in volume, weight, or charges within 2 business days of shipment loading.
- Fox Moving & Storage must provide formal authorisation (“green light”) before movement of shipment (surface or air).
- Consignment instructions must be strictly followed.
- Draft AWB or OBL to be provided to Fox Moving & Storage for approval.

Destination Services

Fox Moving & Storage International will provide all necessary information to allow for authorised destination services, as needed.
If unable to make contact with transferee, advise Fox Moving & Storage within 2 working days / 48 hours after initial contact attempt.
Arrival and Customs Clearance
- Contact transferee regarding customs clearance instructions/timeline, documents to be completed, delivery point of contact, and estimated delivery dates.
- Notify transferee regarding completion of all necessary forms to avoid delays and possible fines.
- Update transferee and Fox Moving & Storage within 1 business day / 24 hours regarding clearance delays or additional fees (inspections, duties/taxes, other requirements). Provide backup documentation for any additional charges (duties/taxes, THC, inspections, etc.).
- Notify transferee and Fox Moving & Storage if shipment is opened at the port by Customs.
Prior to delivery
- Schedule delivery date(s) with transferee and advise Fox Moving & Storage of the date(s).
- Confirm delivery date(s) and arrival time 1 working day prior with transferee.
- Where possible, a site visit should confirm access issues (shuttle, long carry, stairs, elevator, outside lift, etc.) and any corresponding additional charges. If additional access services/charges apply, notify Fox Moving & Storage as soon as possible; charges must be approved in advance.
Delivery / Unpacking
- Crew should arrive on or before agreed arrival time. If delay expected, transferee should be notified.
- All crew members must have either a corporate or local government photo ID in their possession while at residence.
- At least one crew member must be able to communicate with transferee in English.
- Prior to unpacking, crew leader must complete walkthrough; photograph and note existing damage on delivery report; obtain transferee signature prior to start of delivery. Destination agent is responsible for repairs/costs of damage not documented in advance or caused by crew.
- Provide suitable floor and wall protection as needed.
- Container/lift van/tri-wall must be opened in presence of transferee. If this cannot be done due to access/other reason, Fox Moving & Storage must be notified in advance.
- All delivered items should be checked against the packing list.
- If transferee declines unpacking, note on delivery document and have transferee sign.
- If damages/missing items/exceptions are discovered, notify transferee, take photos when possible, and note on packing list. Provide details to Fox Moving & Storage within 1 business day / 24 hours.
- End of delivery day: final walkthrough with transferee to ensure rooms are clear. Remove debris on final day unless other arrangements are made.
- Crew must obtain signed copies of packing list. Transferee and Crew Leader (and/or designated crew member) must sign each page.
Following delivery / unpacking
- Provide a status update by email to Fox Moving & Storage International within 24 hours / one business day after delivery, including outstanding services and any exceptions/claim items.
- Provide signed packing list, notification of damage/loss, and required documents within 2 business days / 48 hours.

Storage

Fox Moving & Storage must authorise all shipments for storage or Storage in Transit (SIT).
While in storage, shipment should not be accessed or delivered without pre-approval of Fox Moving & Storage.
Storage facilities should be dry, secure, and climate-appropriate; facility must be free of rodents and other pests.
Container/lift van/tri-wall can only be opened at warehouse with permission of Fox Moving & Storage International or transferee.
During unloading into warehouse, use of a tally/bingo sheet is required and must be signed by Crew Leader or designated warehouse supervisor.
When shipment is handled out of the warehouse, confirm all items placed into storage are loaded out. Use of a tally/bingo sheet is required and must be signed. Any discrepancy, loss, or damage must be reported immediately to Fox Moving & Storage.
Destination agent is responsible for providing a fair contract to the shipper and obtaining agreement for any storage charges levied. Fox is not responsible for storage charges unless previously agreed.

Vehicles

A signed Vehicle Condition Report will be completed (noting condition and mileage) and provided to Fox Moving & Storage; photos of pre-existing damage are recommended.
No items can be packed in the vehicle.
Fuel tank should be less than 1/8 of a tank and the battery disconnected.
Vehicle will only be picked up/delivered to residence if access is suitable and by quotation. Vehicles transported are subject to the rules and regulations of the countries between which they are being transported.

Invoicing

All invoices should include:
- Transferee name
- Volume and weight (if by air)
- Origin and destination addresses
Backup documentation as evidence for services outside normal shipment handling (including invoices/receipts), when applicable.
Invoices should include detailed cost breakdown and supporting documentation, including (as applicable): signed packing list, signed vehicle condition report, receipts for third-party services, rated air waybill or ocean bill of lading, weight ticket, etc.
All supplemental or pass-through charges must be supported by original source documents (no handwritten documents will be accepted).
Invoices must be received by Fox Moving & Storage within 10 days of completion of service.
Payment term will be per FIDI standard or by agreement.

Compliance

If a supplier/agent fails to:

Comply with the policies and procedures detailed above (including Anti-Bribery & Corruption, Anti-Trust, and Data Protection & Privacy)
Provide an acceptable standard of service to our customer
Perform to the standards laid down in the above SLA

The incident(s) may be investigated and, subject to severity, the supplier may be suspended until we are reassured that processes and procedures have been changed or adapted to fulfil their obligations. Further breaches may result in the supplier being placed on service watch and sanctions such as withdrawal of work or exclusion from the list of Fox suppliers. Breaches of Anti-trust and Anti-Bribery & Corruption policies may also result in a report being made to the Police and/or the relevant National Association for the supplier concerned.

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