Frequently Asked Questions
We believe in open communication and clear expectations for our customers. Most of our services require an agreement except for personal drop off shredding box orders.
We accept personal or business checks, cash, and we accept credit cards at some locations for walk-in shredding customers.
We service most of Michigan’s lower peninsula with offices in Grand Rapids, Lansing, Muskegon, and Benton Harbor. We invite you to visit our locations page for more information.
We are open Monday-Friday 8am-5pm Eastern.
Yes! You can visit our locations page to find out how to call our after-hours numbers.
The breach reporting service and readiness suite are third-party services that allow our customers to reach out to information privacy professionals to verify if a breach of personally identified information (PII) occurred, and provide guidance on next steps. This service covers all records and data you are responsible for, not just records stored by Kent Records. Further, the readiness suite compliance tool provides a tool to be proactive on assessing how well you protect information.
Yes! Please contact firstname.lastname@example.org with this request.
Please contact email@example.com or call 800-536-6681 with this request.
Please contact firstname.lastname@example.org with this request.
We are SSAE 16, SOC, Privacy+, and NAID certified. We are subject to independent, unannounced third-party audits. Our security features include 24 hour monitored security systems, fire suppression systems, backup generators, and 24 hour video surveillance for all our facilities.
We have a third party monitored fire notification and suppression system. Further, we are protected with clean agent fire suppression systems in our vaults.
We have many policies in place to mitigate physical, electronic, and environmental risks to records we store.
Visitors to the Record Center must have a business reason for visiting (e.g. current or prospective client, escorted tours, etc.), present a photo ID, and sign our visitor policy acknowledgement.
We require a state issued ID or work photo ID, along with signing our confidentiality terms and conditions before entering the record storage facilities.
Yes, we do! Contact email@example.com to schedule a visit.
We encourage any and all feedback! Please contact firstname.lastname@example.org.
We carry general and professional liability insurance.
You can submit requests to us by phone, fax, e-mail, or via secure web access. To ensure you or your employees have the proper access to your inventory, you may contact email@example.com or 616-588-2349
Regular storage accounts are charged for storage monthly in advance and pro rata, and we charge for service one month in arrears, all on the same bill. Storage for retired physicians is charged up front for the full-term of the set retention of records. Please see firstname.lastname@example.org or fill out a request form for more information
Yes, we can! Please contact the office location in which your records are stored for more information.
Please contact the office in which your records are stored in to learn about next day delivery cut-off times - Locations. We also have stat and after-hours delivery in the event of an emergency.
Contact email@example.com for a signature authorization form to add/remove/modify users on your account. Please note that changes in signature authorizations for deliveries and pickups can only be completed by currently designated administrator(s) on your account.
This permission is set on our Signature Authorization form. Once web access is requested we provide web credentials and guides for each new user. New users should either be trained by someone in your office who has previously used TR Web, or we can provide web training at no additional charge.. Please contact firstname.lastname@example.org for more information.
No, we do not charge for web account access.
We can send the files securely via secure PDF envelope, secure web folder, or encrypted media.
No. Our shredding routes are separate from our delivery routes for security, chain-of-custody, and to ensure records for storage do not mix with records for shredding.
We sell standard record storage boxes (15x10x12) with detachable lids in quantities of 20. You can call, fax, or e-mail requests to us. For contact information, please visit our locations page.
The term “permanent removal” refers to any item (i.e. box or tape) permanently removed from storage. The permanent removal process is a multi-step procedure that is cost and labor intense. If you need to permanently remove items that are currently in our care, please contact the location in which your items are stored.
Scan-on-Demand files can be retrieved online via our e-portal or through the Total Recall web interface. Please contact email@example.com to inquire about your existing scan-on-demand account or procedures. Or, to see if scan-on-demand will work for your organization, e-mail firstname.lastname@example.org for more information.
Yes, some of our sites are equipped with client viewing rooms for comprehensive audits. Please contact the location in which your records are held to find out more about availability.
Yes. Retired professionals can store records with a traditional annual agreement, or they can choose to pay for years in advance and have Kent Records manage records and requests for them. Contact email@example.com for more information on how to open this type of account.
You can start the process of obtaining a copy of your medical record by by contacting the location that houses these types of records at (269) 926-4100.
Every project is unique and no two jobs cost the same. Pricing on scanning a document depends on the size and quality of the documents. Further, preparing the document for scanning, indexing, and transfer of the image must be considered for a successful document scanning project. Our team tailors a solution to your specific needs and works to minimize the cost while providing the most value to you.
We can scan a multitude of physical media including:
- Standard sized paper records
- 16mm &35mm roll film
- Aperture cards
- Books – bound, with and without intact bindings
- Fetal monitors
- Wide format (e.g. blueprints/plans)
Not seeing what you need scanned? Contact firstname.lastname@example.org to see if there is a custom solution for you!
No, we find on-site scanning offers little value to clients and adds increased expense. Our production document scanners are designed for large volume scanning in our highly secured facilities.
Yes! We provide subscription based and one-time purchase of several document management or electronic content management software programs. Buying software from Kent Records is not a requirement for scanning, and we have scanned into some programs such as various EMR’s, Hyland OnBase, Microsoft, SharePoint, and various cloud storage options.
We have many options to retrieve scanned images securely.
When scanning back-file projects, there is no record storage fee for any new boxes that are received for scanning. We will continue to hold the new boxes at no charge for an agreed upon review period following delivery of the images.
Yes! We offer a document management system with online access called V-ERMS. See the Electronic Records section below.
A full list of items allowed in our bins is located here.
No. A full list of items allowed in our bins can be found here.
For routine shredding with containers, we charge by the pickup per container.
For purge and drop-off shredding, we charge by the pound, box, or tip.
Yes, we offer scheduled container, one-time purge, and walk-in personal document shredding.
We offer cabinets that hold approximately 60 lbs, 64-gallon (approx. 200 lbs), and Box carts (approx. 450 lbs). For additional sizes and info, click here.
For personal shredding, you can walk in Monday through Friday 8am-4:30pm. Check out our shredding page for rates here.
KRM offers NAID certified destruction services. A third-party company validates our NAID shredding procedures and employment hiring procedures to ensure a secure and strict chain of custody.
Records for NAID destruction are destroyed within 72-hours.
A certificate of destruction is available upon request for all destruction services.
For Plant Based Shredding:
The general public is not allowed to witness the plant shredding process. Only approved clients, employees, and visitors are allowed in the shredding facility per NAID guidelines.
For Mobile Shredding:
Mobile shredding does afford clients the opportunity to witness their documents to be destroyed on their premises. For walk-in customers, call or email for more information on client observed shredding – email@example.com, (616) 588-2349.
Yes, we can perform residential pickups! Please call or email for more information – firstname.lastname@example.org, (616) 588-2349.
Shredded paper is baled and shipped to a paper mill, where it is recycled into new products.
Data Protection – Online Backup and Recovery
Vaulted Online Backup and Recovery Service is an offsite hybrid backup and recovery tool offering encryption in transit and at rest.
The price per gigabyte varies by the data and service chosen. Please request a quote for pricing. V-ORBS® has the capability of storing terabytes (TB – 1000 GB) and petabytes (PB – 1000 TB).
Depending on the recovery time objective (RTO), data can be retrieved quickly by the client to the original system. If the original system is unavailable, the restore can occur on different hardware or a cloud solution. The platform is so easy to use, clients can perform a restore themselves, or contact our tech team for assistance.
The optional Local Speed Vault® Hybrid Data Protection allows the backup and restore from a local disc copy, is hardware agnostic, uses a network share (NAS or UNCH path), local volume, and (USB, SAN) recover at LAN speed vs. WAN speed (encrypted, deduced, and compressed).
Our basic service allows you to choose the data center you wish to store your information. More advanced options enable you to keep data with us. Data centers are available throughout the USA, Canada, Europe, and Australia.
The optional Local Speed Vault® Hybrid Data Protection allows the backup and restore from a local disc copy, is hardware agnostic, uses a network share (NAS or UNCH path), local volume, and (USB, SAN) recover at LAN speed vs. WAN speed (encrypted, deduced, and compressed.)
Your data is encrypted while stored and in transit. Private key encryption (AES 128-bit, or 448-bit Blowfish) ensures only the owner of the key (you) can recover and access your data eliminating any unauthorized access. Kent Records does not store your private encryption keys.
Neither KRM nor our software vendors store encryption keys. Encryption key storage is the responsibility of the client.
V-ORBS® meets compliance standards such as HIPAA, SOX, PCI-DSS and others through our SSL with end-to-end encryption of data-in-motion and data-at-rest.
The question is how much SHOULD you store! Companies that follow their retention policies ensure they are only backing up what is required or deemed critical to your operation.
Physical to Virtual (Source) – Windows Vista/7/8.x/10, Windows Server 2008/2008 R2/2012/2012 R2 & Windows SbS 2011
Physical to Virtual (Virtual Disk Target) – Create (.VHD/X or .VMDK) files for use in the virtual environment of your choice.
Physical to Virtual (Hypervisor Target) – Microsoft Hyper-V Server 2008 R2/2012/2012 R2 (Hyper-V 2.0 and 3.0) VMware vSphere (ESXi) versions: 4.1, 5.0 5.1, 5.5 and 6.0.
Physical to Virtual (Cloud Target – Microsoft Azure and Amazon Web Service (AWS) EC2 are supported.
Yes, for more sophisticated recovery a bootable USB or CD media to recover your system directly to bare physical or virtual hardware without a prior OS installation is available.
The optional Local Speed Vault® Hybrid Data Protection allows the backup and restore from a local disc copy, is hardware agnostic, uses a network share (NAS or UNCH path), Local volume, and (USB, SAN) recover at LAN speed vs. WAN speed (encrypted, deduced, and compressed).
V-ORBS® uses “True Delta” that finds changes to files faster, sends less data, and sends fewer files. True Delta is accomplished by using the accelerator, reduplication, compression, cabinet optimization, and encryption technology.
Data Protection – Electronic Media
Yes. We have two climate-controlled vaults in Grand Rapids and Lansing that offer 4-hour fire rated block walls.
Yes. We have designated temperature and humidity ranges for the media and data we store.
Our vaults feature video surveillance and ECARO-25® fire-suppression agents. Our Grand Rapids vault has flood sensors and is backed up by a natural gas generator.
Our vaults are only accessible to KRM employees who have been granted access. Employees without proper clearance cannot access our vaults.
Simply call or email the location your media is stored. Depending on the media, there may be software available to place requests.
Stat requests during the day are typically received in 2 hours or less. Emergency after-hour requests are processed as quickly as possible.
Yes, for some locations, we do offer scheduled weekend deliveries. To learn more about weekend pricing and availability, please contact email@example.com.
V-ERMS® stands for Vaulted Electronic Record Management System. It is a secure offsite records management system that allows you to put retention and destruction rules around your electronic records. Further, it allows you to search for content quickly by filename and within the text of a of a document if it is a Microsoft Word® file or PDF.
Contact firstname.lastname@example.org or call and ask for the IT department to make a request.
V-ERMS® has several different pricing models. Organizations that have a low number of users typically pay by the user and by the GB. Organizations that have a large number of users typically pay only by the GB in Image Silo® allowing for an unlimited number of users.
Due to the flexibility of the V-ERMS® and ImageSilo® systems your server could reside in our secure vault or with a secure and trusted third-party.
ImageSilo® is hosted and managed by Digitech Systems; users pay by the GB. The price per GB in an inclusive rate that covers data storage, users, and maintenance.
V-ERMS® is similar to ImageSilo® but is hosted and managed by Kent Records. Users are billed by the license and pay a lower per GB rate.
Both options are very affordable and are low-cost options compared to investing in a document or record management system for your enterprise.
Access to files can be done securely via the web or a mobile device.
V-HVSS is a Vaulted Hosted Virtual Server Solution allowing organizations to reduce capital by consolidating hardware, reducing deploying applications, scale quicker, and use the latest version of Microsoft technology through their SPL program. Hosting a server with Kent records is secure and affordable.
The client can use our equipment or their own. Contact email@example.com to discuss requirements with an account executive and our subject-matter experts.
Remove access levels depend on the need to access an application, server, or both. Physical access requires an appointment, permission from the client, and a KRM employee escort to our vault.
Kent Records manages the internet connection unless a client provisions their own access to the internet.
In addition to limited employee access to our vaults and surveillance, we have a SSAE 16 and SOC certified vault operating as a data center. Our vaults are surrounded by a 4 hour fire rated block wall and a steel vault door.
Yes we do. You can access our SLA and Acceptable Use Agreement here
Preservica is the world leader in Digital Preservation. Preservica’s solution is used by leading state government, and business organizations to ensure vital digital content and records are securely stored, accessible, and more importantly, readable when needed – for decades to come.
Electronic files can be stored indefinitely, and Preservica works tirelessly to ensure your files can be accessed and opened in the future.
Preservica uses the Open Archives information System (OAIS) model. The OAIS model is a standard framework for systems concerned with the management of information beond the lifetime of the technology used to access it. This now adopted ISO standard is a reference model which describes the system components required for long-term preservation systems.
Files can be stored on premises, in our vault, or using Amazon Web Services (AWS) through Preservica.
Kent Record Management partners with Montaña and Associates to assist our clients with creating and managing their records with record retention policies and schedules. Retention schedules are a comprehensive list of records series (sometimes called groups or categories), indicating for each the length of time it is to be retained.
The cost of developing and applying a retention policy and schedule varies widely by the complexity and geographic dispersion of the organization, and the organization’s current state of knowledge about its information assets. Contact firstname.lastname@example.org to set up an appointment or visit our Professional Services page for more information.
Yes, we can!
Khoste software is a powerfully simple retention schedule management and development tool allowing your organization the flexibility and control to prioritize your compliance on your terms. As a cloud-based solution, khoste enables you to host your existing retention schedule or develop a schedule from scratch offering access and administrative management from anywhere on the globe. Powerful analytics enhance your management capabilities offering access to tens of thousands of information governance laws in more than 120 countries.
CSR Breach Reporting Service
CSR’s team of in-house privacy professionals use a patented award-winning service to fulfill your mandated requirement to comply with federal, state, and other laws to report the loss of personally identifiable information to authorities and notify affected individuals.
It’s a simple process. In the event that personally identifiable information is lost, or suspected to be lost, stolen, or compromised:
1) You call the toll-free number 888-301-6449
2) Privacy expert interviews you
3) Privacy review panel determines
a. If reports need to be filed with authorities
b. If notification needs to go to consumers and/or others
4) Reports are filed with authorities
5) You are notified of reporting and whether consumer notification is required
6) You provide input for privacy expert to implement consumer notification
All organizations that have employees, customers, or vendors must, by law, comply with requirements to report and notify consumers of the loss, or suspected loss, of personally identifiable information.
Failure to report actual or suspected data loss – whether accidental or criminal – within legally mandated time frames may lead to fines, as well as civil and criminal sanctions.
Lost trust means lost sales. The fallout of data breaches has caused businesses to close their doors. The FTC and Visa recommend that businesses plan ahead to reduce risk.
Liability rests entirely with you, as well as civil and criminal sanctions, on both state and federal levels. Penalties for missing just one report to authorities can be $15,000-$100,000!
In the event of the actual or suspected breach of PII, the CSR Breach Reporting Service reports to authorities and notifies consumers, as required.
Your call to the in-house CSR team of privacy professionals initiates a custom evaluation of your incident to determine if authorities and consumers must be notified. CSR files the necessary breach reports on your behalf, and consumer notification can be prepared with your input.
In the event you believe you may have lost personal data, call 888-301-6449
You are automatically enrolled. To learn more about data protection and breach reporting, contact email@example.com or call.
No. This is not breach insurance. The Breach Reporting Service™ is not an insurance product. It is a service to provide breach reporting and consumer notification. Insurance provides payment for loss.
For more information on the Breach Reporting Service, visit our BRS page or click here for an extended CSR FAQ.
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"We are all very impressed with Kent Records! From the beginning, everyone has been helpful and available, via email or phone. The simple, easy-to-use platform and personal customer service make all the difference in the world!"
Operations Assistant /American Board of Emergency Medicine
"When the decision was made to expand our Traverse City office as well as improve office efficiencies, we called Kent Records Management. Their exceptional service and reputation that is prevalent in the Grand Rapids area made the call an easy one. Kent Records Management works with the customer to make sure all needs are met while they maintain the utmost professionalism and confidentiality."
– Diane Zandstra
Vice President, Access Point
"You make it so easy to do business with you!"
Post Closing Specialist & Title Coordinator, Member Advantage Mortgage
"I just wanted to drop you a quick line to let you know that we have been a very satisfied customer of Kent records for about 10 years now. The service we receive for hardcopy and media from the Kalamazoo location is excellent!"
Team Member, Coca-Cola
"Your staff came so quickly to take care of our shredding needs! We appreciate who they are and what they do in your business!"
"We really enjoyed working with [Kent Record Management] on our shredding project. Your staff were extremely pleasant and very helpful – it was a true pleasure! We were amazed at how fast it went!"
Vail Rubber Works
"Thank you for providing such great customer service. Our documents are very sensitive and I never have to worry about them getting into the wrong hands. Today (a courier) picked up my shred container. He was polite, professional and got the job done quickly. He was also very thorough in making sure that my documents were locked and secure as he took them from our storage to the truck. I was very impressed with his service."
“MANN+HUMMEL USA INC has been using Kent Records for the storage of a wide variety of business records for more than 10 years. We find the people at Kent Records deliver a high level of customer service. We find them very responsive to our requests and the timely and efficient service has been greatly appreciated. When we request record retrieval, we find the records to be well maintained and in excellent condition. We feel confident that record destruction is being accomplished safely, securely and within the specifications established by our company. We feel confident in the reliability, safety, security, and efficient services provided to us by Kent Records.”
"Our courier from Kent Records is always pleasant and we enjoy seeing him! He also solved my personal shredding problem by selling me two of your shredding bags that I can fill up and deliver to your offices."
“Always good working with KRM - everyone is so helpful and pleasant.”
– Honey Blemaster
Sparrow Health System