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.
- ON-SITE STAFF (ADD-ON SERVICE)
1.1 Sufficient 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.
1.2. Scope of Work. If the Customer elects to hire Handbid staff (“Handbid On-Site Staff”), the Handbid On-Site Staff can assist with the following:
1.2.1. Assisting with check-in and registration.
1.2.2. Assist guests with Handbid setup and bidding.
1.2.3. Operate the basic functions of the Handbid software and Handbid-provided equipment.
1.2.4. Help with the paddle raise/appeal portion of an event. (Scribe the numbers and enter them into the Handbid Software to apply to an invoice).
1.2.5. Assist with checkout (collecting items, checking out bidders using the Handbid system).
1.3 Must report to Handbid Lead. Handbid On-site Staff MUST be accompanied by a Handbid On-Site Lead or “Expert.” If the Customer elects to purchase only one support staff from Handbid, it must be a Lead or “Expert.”
1.4. Customer Staff Capabilities. If Customer elects to supplement Handbid On-Site Staff with its own volunteers, then the Customer is responsible for ensuring that the volunteers are properly equipped and prepared to conduct their duties. Handbid Onsite Staff can help show volunteers how to use the Handbid software, but it is not practical (or feasible) for Handbid On-Site Staff to train volunteers on basic computer tasks and use. Volunteers and staff should be familiar and competent with any equipment they are being asked to operate (e.g. laptops, iPads). It is not the Handbid OnSite Staff’s responsibility to troubleshoot problems with the Customer’s staff or volunteer’s equipment that is not directly related to the Handbid software or services.
1.5. On-site Staff Travel. Travel fees apply if the On-site Staff have to travel more than 100 miles (round trip) to and from the Event’s location from their home or business.
1.6. Auction Setup and Configuration. Handbid On-site Staff is not responsible for ensuring that the Customer’s auction 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.
1.7. Capturing of Paddle Raises and Offline Bids (e.g. Live Auction). On-Site staff is not responsible for ensuring that all offline paddle raises or offline bids (e.g. those recorded during a live auction or in-room bidding) are captured.
1.8. Offline Payments. Handbid On-site Staff is not 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.
1.9. Arrival Time and Departure Time. Handbid On-Site Staff are not billed by the hour. All Handbid On-Site 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.
2. HANDBID LEAD STAFF (OPTIONAL ADD-ON SERVICE)
2.1. Scope of Work. In addition to all duties and policies listed in Section 1 of this PS-Agreement, the Handbid Lead Staff can additionally assist the Customer with the following:
2.2. Customer and Lead Staff Relationship. The Lead Staff manages and guides the staff and volunteers with support from the Customer. The Lead Staff will not manage the event autonomously. The Customer is responsible for supplying the minimum number of staff and equipment specified by Handbid for the event and for making any decisions the Lead Staff bring to them.
2.3. Auction Data Collection and Offline Donations. Lead Staff are not responsible for ensuring that all paddle raises are captured, that all online payments are processed, for handling offline payments, or for issuing credits or discounts. In the event that any Lead Staff processes payments against any invoice, the Customer ensures that all paddle raises are entered into the system, that all online payments are processed and all offline payments and credits are collected and accurate.
2.4. Pre-event Setup & Configuration. Handbid Lead Staff can manage your event, but they are not responsible for ensuring that your auction is properly set up and configured. They can answer questions when asked or advise on best practices, but the Customer (you) are 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, Customer is responsible for making sure any items on display at an event are also visible in Handbid.
2.5. Internet Connectivity. On-site and 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).
2.6. 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. The Lead Staff will have access to the Customer’s Account but can make no recommendations until 90 mins prior to the event.
- HANDBID HEADSTART (ADD-ON SERVICE)
3.1. The Handbid Headstart Service helps to streamline creation and setup of an Auction 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:
3.1.1. Auction Creation. Handbid will prompt Customer for necessary information to create the Auction Event. During Auction creation, Handbid may also apply “recommended settings” (which the Customer can later change). Customer must supply necessary data requested by Handbid within seventy-two (72) hours prior to the start date of an Auction Event or a rush fee may apply. After Handbid notifies Customer that the Auction Event has been created, Customer can then adjust any settings. Handbid will not automatically open the auction for Customer.
3.1.2. 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.
3.1.3. 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 48 hours prior to the Customer’s event.
3.1.4. 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 can not read them. 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 formats 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.
- EQUIPMENT RENTALS (ADD-ON SERVICE)
4.1. 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 events. 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:
4.1.1. Ready to Use. Handbid Equipment will arrive up to date 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.
4.1.2. Shipping. Customer is responsible for all shipping and handling fees. These will be detailed on the applicable Order Form.
4.1.3. Rental Agreement. By signing the agreed upon contract, the Customer agrees to all terms in the Handbid Rental Agreement referenced on the applicable Order Form.
4.1.4. 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.
- 5. COACHING (ADD-ON SERVICE)
5.1. Scope of Work. The Coaching program allows customers to hire a Handbid Coach (“Coach”) to help them with Auction Event best practices, technical setup, or other Handbid or fundraising 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:
5.1.1. 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.
5.1.2. 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.
5.1.3. 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.
5.1.4. 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.
5.1.5. Refunds for unused hours. No refunds will be issued for unused hours with any Coach.
5.1.6. Coaches as On-Site Staff. Handbid Coaching hours may not be used during the Customer’s actual event (On-Site support/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.
5.1.7. Artwork Creation. Coaches are not responsible for producing original artwork such as logos, banners, web content, or auction item photographs for Customer.
5.1.8. Authoring and Editing. Although the Coach can assist with editing or authoring item or event descriptions or with filling in any templates. However, all final copywriting and content is the sole responsibility of the Customer.
5.1.9. 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.
5.1.10. Auction Setup. The Coach is not responsible for ensuring that the Customer’s auction 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.
5.1.11. 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.
5.1.12. Initial Contact with Coach. A Coach will make initial contact with the Customer within one business day of assignment. The coach will provide a link for scheduling coaching sessions that the Customer will be able to use to secure time for each session.
- REMOTE SUPPORT STAFF (ADD-ON SERVICE)
6.1. Scope of work. The Handbid Remote Support staff can virtually or by telephone aid in all duties and policies listed in Section 1 of this PS-Agreement.
6.1.1. 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.
6.1.2. Hours of Service. Remote Support Staff will begin support 90 minutes prior to event start time as identified by the Auction Manager. The Remote Support Staff will complete service one hour after auction has closed.
6.1.3. Refunds for unused hours. No refunds will be issued for unused hours with Remote Support Staff.
6.1.4. 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).
6.1.5. Artwork Creation. Remote Support Staff are not responsible for producing original artwork such as logos, banners, web content, or auction item photographs for Customer.
6.1.6. Authoring and Editing. Remote Support Staff is not responsible for auctoring or editing. However, all final copywriting and content is the sole responsibility of the Customer.
6.1.7. 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.
6.1.8. Auction Setup. Remote Support Staff is not responsible for ensuring that the Customer’s auction 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.
6.1.9. 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.
- VIRTUAL ASSISTANT (ADD-ON SERVICE)
7.1. Handbid Virtual Event 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:
7.1.1. 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.
7.1.2. 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.
7.1.3. 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.
7.1.4. Monitor incoming bids and donations. The VAE can update Customer and the Auctioneer on event totals, bidding activity, or donation activity.
7.1.5. 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.
7.1.6. Promote Items. The VAE can promote items under the live feed at the times specified by Customer in the program script.
7.1.7. 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.
7.1.8. 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.
8. Handbid Remote User Tech Support
8.1. 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:
8.1.1. 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.
8.1.2. 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
8.1.3. 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.