Purpose

To ensure that the requirements of the customer, products and services are determined and reviewed, establishing criteria for process and acceptance of products and services, and determining resources needed to achieve conformity to the products and service requirements.

Definitions

InBound Customers- those customers that provide materials to SkyVine ITAD to be recycled. Typical materials include computers and electronics. Customer requirements may include specifications for recycling processes, capturing of the serial numbers on components and disposition methods including destruction of any computer hard drives.

Outbound Customers/Buyers- those customers who purchase a product from SkyVine ITAD such as refurbished electronics AND/OR Downstream Vendors that purchase or process commodity materials such as scrap steel, scrap circuit boards or scrap batteries.

Responsibility and Authority

The QEHS Management Representative and Sales Team shall have the responsibility and authority to ensure conformance to the activities described in this procedure.

Procedure

Customer Communication (ISO 9001 8.2.1)

1. The Sales Team has the responsibility and authority for communication with customers relating to:

1. product and service information.

2. enquiries, quotes, contracts, or order handling, including changes;

3. customer feedback, including customer complaints;

4. handling or controlling customer property; and

5. establishing specific requirements for contingency actions, when relevant.

2. Customer complaints shall be handled by filling out an Incident Report Form, and investigating to determine if a CAPA Report is needed or via communication at sales meetings. Customer/external provider complaints shall be handled by filling out an External Communication Log.

Determination of Customer, Product and Service Requirements (ISO 9001 8.2.2)

1. The QEHS Management Representative is responsible to determine adequate resources for products and services offered. Work is planned on a reactive basis upon receipt of material, requirements from the customer and the demand for a particular commodity. If additional external providers (transporters and recyclers) for recycling and refurbishing services are needed, they will be qualified according to the Control of External Provider Procedure.

2. SkyVine ITAD has daily staff meetings of key personnel where decisions are made regarding product and service requirements including modifications, operational and production issues, staffing requirements and responsibilities, and marketing and sales activities.

3. Planning must take into consideration:

1. availability of resources both staff and plant and equipment,

2. the Customers delivery or other critical dates,

3. statutory and regulatory requirements related to the products and services,

4. any specific product verification or checking requirements,

5. claims for the products and services it offers,

6. procedures, methods and work instructions,

7. product validation, product verification and other validation processes,

8. records, and

9. other requirements as appropriate to meet the QEHS objectives

4. SkyVine ITAD offers recycling and refurbishment services. Contracts/Orders may be received by telephone, letter, fax, and/or e-mail. Records related to dealing with Customer inquiries and orders will be kept in hard copy and electronic folders.

5. Statutory and regulatory requirements related to the products and services are listed in the Compliance Obligations Summary List.

Review of Product and Service Requirements (ISO 9001 8.2.3)

1. The Sales Team is responsible to conduct a review before committing to supply products and services to a customer, to include:

1. requirements specified by the customer, including the requirements for delivery and post delivery activities;

2. requirements not stated by the customer, but necessary for the specified or intended use, when known;

3. requirements specified by SkyVine ITAD;

4. statutory and regulatory requirements applicable to the products and services;

5. contract or order requirements differing from those previously expressed.



2. Where the Company is unable to meet the Customer’s requirements they will be advised accordingly.

3. Where any questions or discrepancies are found during this review process they must be resolved with the Customer by the Sales Team.

4. The customer’s requirements shall be confirmed by SkyVine ITAD before acceptance with a signature on the contract. (Even when the customer does not provide a documented statement of their requirements).

Changes to Product and Service Requirements (ISO 9001 8.2.4)

1. The Sales Team is responsible to amend the contract/invoice and notify the appropriate personnel if product or service requirements change.

Control of Product and Service Provision (ISO 9001 8.5.1)

1. Work Control is defined by the type of material received from the Inbound Customer and the processed/tested material offered to the Outbound Customer/Downstream Vendor.

2. Work Instructions are used where their absence would affect quality or in order to control any adverse environmental or health and safety impacts.

3. The work will be carried out via manual and mechanical de-manufacturing and monitoring/testing equipment owned and operated by SkyVine ITAD. These will be kept in good order and regularly maintained, where applicable, in accordance with the manufacturer’s or supplier’s instructions.

4. Depending on the quality of material received from the inbound customer, work may be defined into two categories, 1) testing and remarketing or 2) dismantling and recovery of materials. Work Instructions are available for both categories and include the planning for product release, delivery and post delivery activities.

Identification and Traceability (ISO 9001 8.5.2)

1. All incoming material delivered to SkyVine ITAD is identified in the Receiving process.

2. Pallet labels are placed on all skids. The Pallet Label reflects the following information for lot identification:

   1. Lot number

   2. Order number

   3. Customer's number

   4. Material Description

   5. Gross weight

   6. Tare weight

   7. Net weight

3. Processed scrap material including metals such as steel and aluminum do not require traceability and are labeled according to legal requirements.

4. Re-marketable material requires traceability to ensure the customer is paid a percentage of the sale price. Traceability for re-marketable material is maintained via material bar codes.

5. Additional traceability is maintained where it has been identified as a specified requirement.

Customer Property (ISO 9001 8.5.3)

1. SkyVine ITAD handles data on hard drives until they are wiped or destroyed. Unwiped hard drives are controlled according to the Data Destruction Procedure.

2. All documents, data and other information received from the Customer will be treated as confidential and will not be released to third parties without the Customer’s permission.

3. If any customer property is lost, damaged or otherwise found to be unsuitable for use, the customer will be notified and records maintained.

Preservation (ISO 9001 8.5.4)

1. Identification - All materials received from the Inbound Customer are identified with a Pallet Label (Tag).

2. Handling - All materials must be handled in a manner that does not cause any QEHS impacts or hazards.

1. All potential resale materials must be handled in a manner that does not cause any damage that would affect resale value.

2. Where necessary, mechanical handling equipment may be used by suitably trained and authorized personnel.

3. Due consideration shall be given to OSHA and SDS requirements for manual handling or for hazardous goods and materials.

3. Packing - All materials must be packed in accordance with Outbound Customer/Downstream Vendor requirements and in a manner that ensures that they do not present a hazard during storage or transport.

4. Storage and Preservation - Storage will be within designated areas where conditions are appropriate for the material. Storage areas will be checked periodically to ensure that no changes have occurred that may affect the materials.

5. Transport and Delivery

1. Finished products will be shipped to Outbound Customers or approved Downstream Vendors.

2. Packages and containers will be marked (if required) to indicate contents and transit care requirements if necessary.

3. All shipments to Outbound Customer/Downstream Vendors shall include a Bill of Lading and/or Packing slip.

4. A record of materials shipped is recorded electronically and/or in hard copy.

Post-delivery Activities (ISO 9001 8.5.5)

1. The Sales Team is responsible for determining post-delivery activities associated with the products and services taking into consideration:

   1. statutory and regulatory requirements;

   2. the potential undesired consequences associated with its products and services;

   3. the nature, use and intended lifetime of its products and services;

   4. customer requirements;

   5. customer feedback

2. Recycling customers are sent an invoice and certificate of recycling within 30 days of receipt of material.

3. SkyVine ITAD offers take back services for reusable equipment and components.

4. Post-delivery Customer complaints shall be handled by filling out a CAPA Report or via communication at monthly sales meetings.

Control of Changes (ISO 9001 8.5.6)

1. Changes to product and service requirements including modifications, operational and production issues, staffing requirements and responsibilities, and marketing and sales activities shall be discussed during weekly staff meetings and recorded in the meeting notes.

2. Changes to process, products and services offered will be handled according to the Change Management Procedure.

Release of Product and Services (ISO 9001 8.6)

1. Recycling and refurbishing services shall not be offered until a contract is executed.

2. Reusable electronics and components shall not be shipped until a Terms and Conditions has been accepted by the customer and an invoice has been created.

Related and Supporting Documents

Quotes

Contracts

10.2.2-F CAPA Report

8.1.1.7-F Incident Report Form

8.4.1.1-P Control of External Providers Procedure

6.1.4.2-F Compliance Obligations Summary List

8.1.6.1-P Data Destruction Procedure

6.3.1-P Change Management Procedure

6.1.3.8-F Quality Risk Assessment

7.4.3.1-F External Communication Log

Document Revision History

Rev Description of Change Approved Date Approved By

0 New 01/04/2022 C.Vo

8.0.1-P Operational Control - Quality Procedure - Rev.0

This document is uncontrolled when printed

Operational Control - Quality Procedure Test