Handbid Professional Services

Professional Services Terms and Conditions

This document (“PS-Agreement”) governs the terms between the Customer (“Customer”, “You”, “Your”) and Handbid Inc. (“Handbid”), regarding professional services described herein (“Professional Services” , “Add-on Service(s)”).  If the customer elects to purchase any Add-On Services from Handbid for any Auction Event (“Event”) in order to help Customer operate Handbid’s software platform (“Handbid Software”), those Add-On Services are listed on an applicable Order Form along with their respective prices and terms. In addition to the terms and conditions set forth on the Order Form, the Customer hereby agrees to the Terms set forth herein. In the event of a conflict between the terms of this document and the Order Form, the terms of the Order Form will control.

Handbid Responsibilities

1. HANDBID RESPONSIBILITIES. For any events that include onsite (on-premise) staff, Handbid shall:
2. Provide onsite staff on event day(s) as defined in the customer order form.
3. Provide basic phone support on event day and make every effort to answer all calls, however, during periods of high call volume customer may experience a delay in response. Customer will have unlimited access to the Handbid customer support web site located at https://service.handbid.com as well as live chat within the Handbid software during business hours.
4. Provide all the necessary software and/or equipment (defined on Order Form) and technical expertise for Customer’s fundraising event (the “Event”). If technical problems arise at the Event that preclude the use of the Handbid systems, Handbid will work with Customer on an appropriate backup solution including extending the auction. Handbid does not warrant this back-up process to function with the same capability or efficiency as the Handbid cloud-based system.
5. Provide a backup solution of remote phone support in case of staffing issues, such as illness or travel delays.
6. CUSTOMER RESPONSIBILITIES. Customer has the following obligations related to use of any Handbid Services outlined in this PS-Agreement.
7. Adequate Staffing. The Customer is responsible for sufficiently staffing their event in order to operate the Event and use the Handbid Software. Handbid will advise the Customer on the recommended number of staff members that the Customer will need to provide based on the event’s size and configuration. It is the Customer’s option to either meet those staffing requirements with their own staff and volunteers or partially or fully with Handbid staff.
8. Auction Configuration. Customer is responsible for ensuring that the Customer’s auction is properly configured in Handbid. Handbid Staff can advise on best practices, but the Customer is responsible for verifying that all data in Handbid is accurate, that all items that should be up for bid are entered and visible and available for bidding or purchase, and that any items on display at an event are also visible in Handbid.
9. Paddle Raises & Offline Bids. Customer is responsible for ensuring that all offline paddle raises or offline bids (e.g. those recorded during a live auction or in-room ask or bidding) are captured. Handbid staff can assist but are ultimately not responsible for making sure all donations or bids are accurately captured.
10. Physical Paddle Numbers. Customer is responsible for printing and providing an adequate number of physical paddle numbers to be handed out at check-in.
11. Non-Handbid Equipment. Customer is responsible for all non-Handbid owned equipment used at an event, including equipment owned by volunteers.  Handbid staff are not responsible for monitoring or securing any non-Handbid equipment.
12. Payment Accuracy. While Handbid staff may assist, Customer is responsible for ensuring that all payments are correct, for handling offline payments, or for issuing credits or discounts. In the event any On-site staff processes any invoices or payments, it is still the responsibility of the Customer to ensure that all payments are correct, all donations and purchases are recorded, live auction bids are correct, and all offline payments and credits are collected and accurate.
13. Venue Setup. Customer is responsible for all venue related reservations, fees, Internet access, A/V setup (including setup of any equipment necessary to display Handbid TV scoreboards within the venue).   Handbid is not responsible for providing any equipment or for setup and monitoring of hardware or equipment used to display Handbid TV scoreboards. Customer is responsible for providing power at check-in and check-out locations for use by Handbid staff.
14. Auction Data Accuracy.  Customer is responsible for the accuracy of information inputted into Handbid and displayed to users through the Handbid system, regardless of whether Handbid entered that information. Handbid strongly encourages Customers to review all item descriptions and terms and conditions (including expiration dates and exclusions). Handbid assumes no responsibility for charge-backs related to inaccurate information displayed in Handbid to users.
15. Auction Displays.  Customer is responsible for setup of the auction displays including item setup, auction area setup, and display sheets.  Customer is also responsible for moving any items from the auction area to a check-out location. Customer is responsible for setup of the checkout area and managing the checkout process, including distribution of items to winners.
16. Internet Connectivity. Customer acknowledges that adequate Internet access is required at the venue.  Customer also understands that inadequate, intermittent, or inaccessible Internet access may interrupt or affect the quality of the services being provided and will not be considered a breach of the Agreement or this PS-Agreement by Handbid.  Handbid is also not responsible for troubleshooting Internet Access or WiFI issues at the venue.  Handbid Staff and Handbid Lead Staff are not responsible for ensuring Internet connectivity during an event or otherwise. Moreover, Handbid staff are not responsible for troubleshooting connectivity problems.  Customer is encouraged to have Internet support staff available during the event (either in person or on-call)..
17. Equipment Receipt and Return. Customer is responsible for providing Handbid an accurate delivery address that can accept the delivery of equipment (rented from Handbid) at any time.  Customer is also responsible for delivery of any equipment rented from Handbid (or Handbid partners) that was shipped to a different location, to the venue. Handbid staff will not be responsible for retrieving equipment from another location to bring to the venue.  Customer is responsible for collecting and returning all equipment or devices rented from Handbid used in the execution of the Event.
18. STAFF

Handbid provides two-levels of OnSite Staff (“Handbid Staff”) that will execute the Handbid software onsite at the Event.   These levels are Lead Staff (“Lead Staff”) and Support Staff (“Support Staff”).  The responsibilities of Lead and Support Staff are as follows:

• Lead Staff. The first Handbid Staff hired by the Customer must be Lead Staff. The Lead Staff will be the primary point of contact for the Customer at an Event and will manage and coordinate the work of any Handbid Staff.
• Lead Staff can review the run-of-show for the Event and make suggestions to Customer regarding best practices for use of the Handbid software.
• Lead staff will coordinate the work of all other Handbid Staff
• Lead staff will coordinate any scheduled tasks with Customer including sending of Broadcast messages or closing the auction.
• Lead staff will coordinate with the Live Auctioneer (if applicable) to organize the live auction items and paddle raises in Handbid; and confirm live bids and paddle raises are recorded and provided to Handbid staff for entry into Handbid.
• Lead Staff will review the check-in and registration process with Customer and allocate volunteers, Customer staff and Support Staff accordingly.
• Provided Customer Staff and volunteers arrive at least 30 minutes prior to check-in, Lead Staff will train volunteers on check-in procedures within Handbid as well as how to operate Handbid iPads.
• Lead Staff will advise customer on how to use the Handbid software to conduct an auction checkout.
• Initial Contact with Lead Staff. A Handbid Representative will contact the Customer at least ten (10) days prior to the day of the event to inform the Customer of the name of the Lead Staff member. The Lead Staff will make contact with the Customer 24 hours before the Event.
• Support Staff. If the Customer elects to hire Support Staff, they must report to Handbid Lead.
• Handbid Support Staff will fulfill any duties assigned to them by the Handbid Lead Staff.
• On-site Staff Travel. Travel fees apply if the Handbid Staff have to travel more than 100 miles (round trip) to and from the Event’s location from their home or business.
• Arrival Time and Departure Time. Handbid Staff are not billed by the hour but any engagement has an intended maximum of a 6-hour shift. Handbid Staff will arrive 90 minutes prior to the start of general check-in (defined as when most guests are due to arrive) and will stay up to 60 minutes after the end of the paddle-raise (“appeal”), live auction, or close of the silent auction. Whichever happens last.
• Staff Overage Fees. Customer will pay $100/hr (billed in 1 hour increments) for any Handbid Staff that must work longer than 6 hours or past midnight at any Event.

4. HANDBID HEADSTART. The Handbid Headstart Service helps to streamline creation and setup of an Event.  With this service, Handbid will assist in the Event creation as well as with item import, image resizing, and image loading.  The terms of the Handbid Headstart service are:
5. Event Creation. Handbid will consult with the Customer on the type of Event that should be created within Handbid. Handbid will then prompt Customer for necessary information to create the Event.  During Event creation, Handbid shall apply “recommended settings” (which the Customer can later change). Customer must supply necessary data requested by Handbid at least seventy-two (72) hours prior to the start date of an Event or a rush fee may apply. After Handbid notifies Customer that the Event has been created, Customer can then adjust any settings. Handbid will not automatically open the Event for the Customer.  Customer is responsible for ensuring the accuracy of the Event setup and information, including but not limited to Event Name, Event URL, ShortCode, Event Dates, Event description.
6. The Headstart Service allows for the setup of ONE Event. If Customer wants to make changes (e.g. change the type of the event, change the event URL) after the Event has been setup, additional fees may apply.
7. Custom Artwork & Copywriting.  Customer is responsible for creation and submission of all custom artwork (for logos and banners) and text content, including but not limited to descriptions and templates.
8. Item Import. Handbid Staff will import auction items provided by Customer in an approved spreadsheet format with one business day of receipt.  This spreadsheet must be free of errors and contain the required fields for import.  Handbid will reject any spreadsheet missing required information or not being in a format that can be imported.  Customer is encouraged to use the template available within the Handbid software.   Item import spreadsheets MUST be submitted to Handbid 72 hours prior to the Customer’s event. Handbid will only import items once. Handbid will charge Customer $50 for each additional item import.
9. Image Import. Customer has the option to include one image URL per item during upload in the spreadsheet. Handbid cannot guarantee that they will upload properly if the image uploader cannot read them.  Moreover, any images uploaded automatically will not be resized. Alternatively, Customer may supply a shared folder or zip file of images for Handbid to resize and upload.  Any images sent in this manner must have their image filenames set to match the item code. For example, if the item code is “100” the image name should be “100.jpg”.  Only JPG and PNG extensions can be accepted in this manner.  The Customer will be responsible for adding any item photos not successfully imported and properly formatting them. Moreover, Handbid can only import one photo per item.  Any additional images must be added directly by Customer.
10. EQUIPMENT RENTALS
11. Handbid can rent equipment including iPads, ChromeBooks, mobile hot spots, and Lightning-port credit card readers (“Equipment” or collectively, “the Equipment”) to Customer for use at their Event. If Customer elects to rent Equipment from Handbid, the price for the rental will be listed on the applicable Order Form and the following terms will apply.
12. Ready to Use. Handbid Equipment will arrive with current software versions and ready to be used.  Any iPads or Chromebooks will need to be connected to a WIFI network by Customer.  Moreover, Customer is responsible for charging any equipment with a battery.  Hot Spots must be able to reach their respective mobile network.  Customer acknowledges the limitations imposed by signal strength and the number of connections a mobile hotspot can handle.
13. Customer is responsible for all shipping and handling fees. These will be detailed on the applicable Order Form.
14. Rental Agreement. When renting Equipment, the Customer agrees to all terms in the Handbid Rental Agreement referenced on the applicable Order Form.
15. Returning Equipment. The Customer is responsible for returning all equipment on the next business day following the event. Return labels will be provided in the original shipping container.  Late fees will apply for any equipment returned late.  In addition, any damage to equipment during return will result in a damage assessment fee.
16. COACHING. The Coaching program allows customers to hire a Handbid Coach (“Coach”) to help them with Event best practices, technical setup, or other Handbid related support.  Handbid will pair a Customer with a Coach and then allow both parties to arrange times and means of meeting.  When Customer opts to hire a Handbid Coach, the following terms and conditions apply:
17. Coach selection. Handbid will assign a coach to Customer upon purchasing a coaching package. Handbid will make best efforts to match a Coach with a Customer based on geography, expertise, and the Customer’s specific needs. Customer may request a specific Coach and Handbid will make best efforts to meet their request.
18. Packages. Customer will purchase a package that consists of a number of hours of Coaching time.  Coaching time will be billed in no less than fifteen-minute (15) increments.  Handbid is not obligated to refund any hours used if the Customer elects to change coaches at any point.
19. Meeting Times and Dates.  Coaches and Customer must mutually agree on meeting times and dates.  Coaches reserve the right to refuse any meeting time proposed by Customer.
20. Coaching Hours Expiration.  Customer has two weeks after their Event to complete their allotted coaching hours unless otherwise mutually agreed upon by the Coach and Customer.
21. Refunds for unused hours. No refunds will be issued for unused hours with any Coach.
22. Coaches as On-Site Staff.  Handbid Coaching hours may not be used during the Customer’s actual Event (On-Site Staff/Remote Support will need to be purchased separately for this). Customer can request their Coach also be their On-Site Staff person and Handbid will make best efforts to meet this request.
23. Artwork Creation.  Coaches are not responsible for producing original artwork such as logos, banners, web content, or auction item photographs for Customer.
24. Authoring and Editing. Although the Coach can assist with editing or authoring item or event descriptions or with filling in any templates, all final copywriting and content is the sole responsibility of the Customer.
25. Setting Item Values.  The Coach is not responsible for setting the Fair Market Value or Value-received of any items in the software but may provide input or advice on starting bids, bid increments or other configuration parameters.
26. Event Setup. The Coach is not responsible for ensuring that the Customer’s Event is properly configured in Handbid.  They can advise on best practices, but the Customer is responsible for verifying that all data in Handbid is accurate, that all items that should be up for bid are entered and visible and available for bidding or purchase, and that any items on display at an Event are also visible in Handbid.
27. Internet Connectivity. The Coach may advise on a venue’s internet connectivity by evaluating connectivity tests provided by Customer. However, the Coach is not responsible for determining if Customer’s Event will have adequate network connectivity.  Customer is ultimately responsible for ensuring that their event venue has adequate connectivity for their guests and the Handbid Software.
28. Initial Contact with Coach. A Coach will make initial contact with the Customer within one business day of assignment.
29. REMOTE SUPPORT STAFF. The Handbid Remote Support Staff (“Remote Staff”) can virtually or by telephone aid Customer in use of the Handbid software during their Event.
30. Duties (Scope of Work). Remote Staff can
31. Answer any questions from the Event Manager related to the Handbid software
32. Update Event settings, items, bidders, or guests within the Handbid software as directed by the Event Manager.
33. Send pre-written broadcast messages (provided by Customer) upon an agreed-upon schedule.
34. Enter in live auction winners or paddle raises based on information provided by Customer.
35. Open and close the auction as directed by Customer
36. Make any adjustments to items or invoices (e.g. Splitting Live Items, duplicating items, or removing bids or purchases) as directed by Customer
37. Initial Contact with Remote Support Staff. Remote Support Staff will be assigned 10 days before your event. They will make contact with the Auction Manager 24 hours prior to the event.
38. Hours of Service. Remote Support Staff will begin support 90 minutes prior to Event start time as identified by the Auction Manager. Remote Staff will work for five (“5”) consecutive hours. Customer may extend the Remote Staff for $50/hr beyond the initial 5-hr term, billed in 1-hr increments.
39. Refunds for unused hours. No refunds will be issued for unused hours with Remote Support Staff.
40. Remote Support Staff as On-Site Staff.  Handbid Remote Support Staff hours may not be used at the Customer’s actual event (On-Site support will need to be purchased separately for this).
41. Artwork Creation.  Remote Support Staff are not responsible for producing original artwork such as logos, banners, web content, or auction item photographs for Customer.
42. Authoring and Editing. Remote Support Staff is not responsible for authoring or editing.   All final copywriting and content is the sole responsibility of the Customer.
43. Setting Item Values.  Remote Support Staff is not responsible for setting the Fair Market Value or Value-received of any items in the software but may provide input or advice on starting bids, bid increments or other configuration parameters.
44. Event Setup. Remote Support Staff is not responsible for ensuring that the Customer’s Event is properly configured in Handbid.  They can advise on best practices, but the Customer is responsible for verifying that all data in Handbid is accurate, that all items that should be up for bid are entered and visible and available for bidding or purchase, and that any items on display at an event are also visible in Handbid.
45. Internet Connectivity. Remote Support Staff is not responsible for determining if Customer’s event will have adequate network connectivity. Customer is ultimately responsible for ensuring that their event venue has adequate connectivity for their guests and the Handbid Software.
46. VIRTUAL ASSISTANT. The Virtual Assistant will provide support to the Customer, the Auctioneer, and the Video Team during the Event.   The Virtual Event Assistant (“VAE”) may do the following:
47. Setup Live Stream in Handbid. The VAE will ensure that the live stream set up by the Video Team is properly configured within Handbid.  The VAE is not responsible for ensuring that the streaming platform is properly configured or that the Internet is performing properly.
48. Operate the Live Stream in Handbid. The VAE can schedule the live stream, turn on the live stream, and end the live stream within Handbid.
49. Send Broadcast messages to bidders during the event. The VAE can send broadcast messages to Bidders using Handbid broadcast messaging system.  The content of these messages and the schedule on when they should be sent must be provided by Customer.
50. Monitor incoming bids and donations. The VAE can update Customer and the Auctioneer on event totals, bidding activity, or donation activity.
51. Configure Handbid TV dashboard. The VAE can configure Handbid TV dashboards to show live bidding activity or donations.  The VAE can also work with the Video Team to integrate any Handbid TV dashboards or screens into the Video Service during the Event.
52. Promote Items. The VAE can promote items under the live feed at the times specified by Customer in the program script.
53. Configure and Operate Handbid. The VAE can assist Customer with any Handbid software-related activities that include an auction health check:  confirm that the auction has credit cards enabled, credit cards required, no items are missing images or descriptions, items are in categories and all items are available for remote bidding.  The VAE can also assist with changing auction configuration, opening auctions, closing auctions, setting timers, or helping with payments.
54. Hours of Operation. The VAE will attend one rehearsal for one (1) hour prior to the Event with the Video Team, Auctioneer, and Customer.  At the time and date scheduled for the Event, the VAE will arrive online forty-five (45) minutes prior to the scheduled program start time and will remain up to one hour after the scheduled program end time.
55. REMOTE USER TECH SUPPORT. Remote User Tech Support provides a live tech support link (and phone number) where your virtual guests can connect with our technical team to help them with their questions and problems.   The Remote User Tech Support (“RUTS”) may do the following:
56. Help donors with Handbid. Handbid’s RUTS can help donors get setup with Handbid, login, purchase tickets, place bids, donate, purchase pay bills, and fix misplaced bids or payment issues.
57. Monitor Handbid, incoming bids and donations.  The RUTS will makes sure that the customers Handbid settings are properly setup and that all auction/donation items are displayed properly in Handbid
58. Hours of Operation. The RUTS will have (1) fifteen minute introduction call with the assigned Auction Manager at least 24 hours prior to the event. The RUTS will be available for (2) total hours before/during/after your event to support donors.