Supplier & Procurement

This page is the single authoritative source for third parties that want to supply goods or services to Etech Global Services, LLC or its affiliates ("Etech"). It describes how we engage suppliers, what we require from them, how we pay them, and how a new supplier can submit capabilities. It is intended for vendors, not for Etech clients. Clients and prospective clients should use the Contact page.

Etech's procurement function is centralized and governed by a written Procurement Policy approved by the Chief Financial Officer. Any commitment to spend is valid only when it is made through a purchase order or master agreement signed by an authorized Etech signatory. Verbal commitments, hallway conversations, and pilot-testing do not create a binding obligation on Etech.

The categories below represent the majority of Etech third-party spend. Suppliers in adjacent categories are welcome to submit capabilities, but fit will be evaluated against need and existing strategic relationships.

• Contact center technology. Cloud contact center platforms, dialers, workforce management, speech analytics, quality management, CRM integration, telephony carriers, and STIR/SHAKEN attestation services.
• AI and data infrastructure. Cloud compute, GPU capacity, model-serving infrastructure, vector databases, and labeling services that support ETSLabs engineering.
• Information security. Endpoint protection, SIEM, SSO, MFA, secrets management, DLP, pen-testing firms, and security awareness platforms.
• Facilities and real estate. Lease, fit-out, janitorial, HVAC, physical security, and workplace services at our US, Jamaica, and India sites.
• People services. Benefits administration, payroll, learning platforms, background screening, and specialist recruiting agencies.
• Professional services. Outside legal counsel, external audit and tax, and specialist consulting engagements.
• IT hardware and peripherals. Endpoints, headsets, networking, and UPS equipment through authorized resellers only.
• Marketing services. Design agencies, content production, media buying, and event services on a project basis.

Every supplier that contracts with Etech accepts the Etech Supplier Code of Conduct. The Code is incorporated by reference into every purchase order and master agreement. It sets minimum standards in the following areas:

• Anti-corruption: compliance with the US Foreign Corrupt Practices Act, UK Bribery Act, and equivalent local anti-corruption law. No facilitation payments. No undisclosed conflicts of interest.
• Labor and human rights: compliance with the Etech Modern Slavery Statement, ILO core conventions, minimum wage and working hours, freedom of association, and anti-discrimination standards.
• Health and safety: safe working conditions at any site where the supplier performs work for Etech.
• Environmental: compliance with applicable environmental law and a reasonable effort to reduce environmental impact.
• Confidentiality and data: protection of Etech, Etech-client, and Etech-employee information consistent with the signed Master NDA and any Data Processing Addendum.
• Intellectual property: respect for Etech and third-party IP. Deliverables are work-for-hire to the maximum extent permitted by law.
• Gifts and entertainment: nothing of material value to Etech personnel outside of customary, non-conditional business courtesies within published limits.
• Reporting: any supplier or supplier employee may report a Code violation to ethics@etechgs.com without retaliation.

New suppliers are onboarded in the following steps. The depth of diligence is scaled to category risk and annual spend.

Suppliers that access Etech systems, Etech client data, or Etech personnel data accept the following minimum controls. Additional controls are required where the supplier processes regulated data (PHI, PCI, FERPA, financial-services, public-sector).

• SOC 2 Type II attestation or equivalent independent control report, refreshed annually.
• ISO 27001, HITRUST, PCI DSS, or FedRAMP certification where required by the underlying data type.
• Encryption of Etech data in transit (TLS 1.2 or later) and at rest (AES-256 or equivalent).
• Access provisioned under least privilege, enforced with SSO and MFA for all privileged access.
• Documented incident response program with breach notification to Etech within 24 hours of confirmed incident and written incident report within 5 business days.
• Background checks for personnel with access to Etech data, consistent with local law.
• Subprocessor transparency, and notice and approval for subprocessor changes where required by the Data Processing Addendum.
• Right for Etech or its nominated third party to audit security controls on reasonable notice.

Unless the master agreement specifies otherwise, suppliers that deliver services to or on Etech sites, or that process Etech or Etech-client data, maintain insurance at the following minimum limits. Etech is named as an additional insured on general liability, auto, and umbrella policies where applicable. Certificates are provided at onboarding and at each annual renewal.

Etech's Standard Terms of Purchase apply to every purchase order unless superseded by a signed master agreement. Key provisions:

• The purchase order and any incorporated master agreement are the complete agreement. The supplier's pre-printed terms on an invoice or order acknowledgement do not apply.
• Deliverables must meet the specification stated on the purchase order and the acceptance criteria stated in the statement of work.
• Etech may reject non-conforming deliverables within 30 days of receipt at the supplier's cost.
• Ownership of deliverables and any IP created specifically for Etech passes to Etech on payment, subject to the supplier's pre-existing background IP.
• Change orders require written approval by an authorized Etech signatory.
• Governing law is Texas, with exclusive jurisdiction in Nacogdoches County, Texas, subject to the dispute-resolution provisions in the governing master agreement.

Invoicing and payment terms:

• Standard payment terms are Net-30 from invoice receipt, subject to the terms of the master agreement. Early payment discounts may be available on request.
• Every invoice must reference a valid Etech purchase order number. Invoices without a PO number will be returned for correction.
• Invoices are submitted through the Etech supplier portal or to ap@etechgs.com in PDF format. Paper invoices are not supported.
• Required fields: supplier name, supplier address, remit-to address, invoice number, invoice date, PO number, line-item description, quantity, unit price, total, tax, and currency.
• Payment is made by ACH or wire transfer in the currency stated on the PO. Paper check is available on request.
• Disputed invoices are paid on the undisputed amount within term and the disputed amount is resolved through the Etech AP team.

Etech is an MBE certified supplier to our own clients and is committed to expanding supplier diversity in our third-party spend. Our diverse-supplier program supports:

• Minority Business Enterprises (MBE) certified by the National Minority Supplier Development Council or an equivalent regional council.
• Women Business Enterprises (WBE) certified by the Women's Business Enterprise National Council or an equivalent body.
• MBE and small business certifications by state and federal programs.
• Veteran-owned, LGBTQ-owned, and disability-owned business enterprises certified by recognized bodies.
• Tier-2 diverse spend reporting on request for Etech clients with supplier-diversity targets in their Master Services Agreement.

Diverse suppliers should submit certifications with the capability overview at vendor@etechgs.com and flag Diverse Supplier in the subject line.

Suppliers are expected to operate consistently with the Etech ESG posture. Specifically:

• Compliance with applicable environmental law.
• A reasonable program to reduce carbon intensity relative to revenue or output, appropriate to the supplier's scale.
• Transparency on environmental and social performance for strategic suppliers, typically via a CDP or equivalent annual disclosure.
• Adherence to the Etech Modern Slavery Statement and flow-down of those standards to sub-tier suppliers.

To introduce your company to the Etech procurement team, send a one-page capability overview to vendor@etechgs.com. Include:

• Company name, primary contact, website, and country of incorporation.
• Category and sub-category fit (see Section 02).
• Two to three anchor references, with logo use permission.
• A summary of relevant certifications (SOC 2, ISO 27001, PCI DSS, HIPAA, MBE/WBE) where applicable.
• Annual revenue band and year of founding.
• Any existing relationship with Etech or with an Etech client.

Etech acknowledges receipt within 72 hours. Submissions are evaluated on a rolling basis. Etech does not guarantee a follow-up meeting, and a non-reply should be interpreted as a no-fit at this time.

• Cold calls or drop-ins at any Etech site.
• Vendor outreach to Etech executives, operations leaders, or named employees via LinkedIn, email, or phone. Use vendor@etechgs.com.
• Multi-level marketing, affiliate schemes, resale of publicly available free services, and other categories that do not align with Section 02.
• Requests for payment upfront without a purchase order.
• Requests to amend Etech's banking details or payment routing outside the Etech AP channel.
• Requests to provide a reference or logo before a master agreement is signed.

All supplier queries should be directed to: