Document Service Level Agreement

Transcription

1 Document Service Level Agreement Version: 1.2 Last updated: April 21,

2 SLA Service Level Agreement Definitions Supplier Supplier means the freelance translator or the translation agency providing translations for Vertaalbureau Perfect. Hereinafter: supplier. Client The company or individual for whom Vertaalbureau Perfect provides translations. Hereinafter: client. Introduction In the past, Vertaalbureau Perfect has had to deal with the consequences of agreements not being met, or poor translations from suppliers. This SLA is intended to prevent such occurrences. Vertaalbureau Perfect strives to maintain an honest long-term relationship with its suppliers, and will always act fairly. We would like to emphasize that we will only refer to this SLA in case of inadequate performance by the supplier. Article 1: Quality standards 1. General quality standards a. The translation must be an accurate reflection of the source text. However, the translated text should also be reader friendly for the foreign target audience. A more liberal translation may be provided if this has been agreed upon. The supplier is an independent enterprise and is legally required to provide an adequate service. b. The supplier declares to have the knowledge and/or experience necessary to properly translate the assignment; this includes professional proficiency in any specialist terminology, indicating any problem areas in a timely manner and proactively solving, within reason, any textual problems. Within this context, the supplier declares to be familiar with the options offered by Vertaalbureau Perfect to contact the client directly. 2. Maximum number of minor errors There may be a maximum of 2 minor errors for every 1,000 words in the translation. The errors included in this definition are listed in article 2 definition of errors. Texts of up to 1,000 words may have a maximum of 1 minor error. 3. Maximum number of substantial errors There may be a maximum of 1 substantial error for every 5,000 words in the translation. The errors included in this definition are listed in article 2 Definition of errors. Texts of up to 5,000 words may have a maximum of 1 substantial error. 2

3 4. Layout The layout of the target file must be identical to that of the source file. In case the supplier is unable to maintain the layout of the text, the supplier should notify Vertaalbureau Perfect before accepting the assignment. The parties may agree to a solution beforehand in that case. Some assignments include an instruction saying the translation should be delivered in plain text format. Vertaalbureau Perfect defines plain text as follows: the translation of the text in the source file, without any of the original layout and textboxes, but including a whitespace between paragraphs and after titles/headings, in a single font. If the source file contains any non-editable text, this text should be translated and included in the corresponding place in the document in plain text format. In case this is not possible, another solution may be agreed in mutual consultation with Vertaalbureau Perfect. 5. Comments from the client If the client has specified any preferences regarding the translation and/or the terminology that should be used, Vertaalbureau Perfect will include this information upon assigning the translation to the supplier by means of instructions in the CRM system and/or personal contact (by ), and the supplier is obliged to adhere to these instructions. Any interim changes and/or comments from the client will be either included in the assignment in mutual consultation with the supplier, or implemented by Vertaalbureau Perfect. Article 2: Definition of errors 1. Maximum number of minor errors Incorrect use of capitalization and punctuation. Any incorrect use of spelling or grammar. Grammatically incorrect sentences. Inconsistent use of terminology. Large numbers of typographical errors. 2. Substantial errors Words, sentences and/or parts of the text that are untranslated or missing. Words and/or sentences that have been translated entirely incorrectly. Major inconsistencies. Not adhering to instructions provided by the client or Vertaalbureau Perfect. Article 3: Not meeting the quality standards 1. In case the quality standards are not met If the supplier has translated a text, and Vertaalbureau Perfect finds that the quality standards have not been met, Vertaalbureau Perfect will offer the supplier the opportunity to correct their translation. If the circumstances do not 3

4 allow for it - because the client needs the translation urgently, for example - the costs incurred by Vertaalbureau Perfect to correct the translation, or the costs the client has had to incur to do so will be deducted, within reason, from the invoice between Vertaalbureau Perfect and the supplier. The maximum amount that may be deducted from the invoice is equal to the amount that the supplier would invoice to Vertaalbureau Perfect for the translation in question. If the supplier has properly corrected the translation, and no other problems have arisen as a result, no settlement will take place between Vertaalbureau Perfect and the supplier. Article 4: Delivery time / Deadlines 1. In case the deadline is exceeded If the translation is still usable for the client after the deadline has been exceeded, the invoice of the supplier will be paid by Vertaalbureau Perfect. In case the client wishes to be compensated - which may relate simply to the deadline having been exceeded, or the translated text having become unusable after the deadline has been exceeded - this amount will be deducted, within reason*, from the invoice of the supplier. The maximum amount that may be deducted from the invoice is equal to the amount that the supplier would invoice to Vertaalbureau Perfect for the translation in question. * within reason All compensations are determined in consultation with the supplier. If the proofreading/revision process of Vertaalbureau Perfect takes significantly longer than usual** as a result of a lack of quality in the translation provided by the supplier, an amount of 25 euros for each hour of additional work will be deducted from the invoice. In some specific cases, Vertaalbureau Perfect may deviate from this amount, due to the size of the text, its difficulty, the nature of the complaint, etc. Vertaalbureau Perfect will correspond about such matters with the supplier. If the client still wishes to receive compensation after the revision, this compensation will be divided between the supplier and Vertaalbureau Perfect. If Vertaalbureau Perfect has played no part in the inadequate performance, the compensation will be at the expense of the supplier. ** significantly longer than usual In this context, significantly longer than usual refers to the benchmark used by Vertaalbureau Perfect regarding revision, namely approximately 1,800-2,000 words per hour. Article 5: Obligations of Vertaalbureau Perfect - Vertaalbureau Perfect creates the credit invoices using the date the supplier indicated in their profile information. Vertaalbureau Perfect will then pay this invoice within 14 days. - In case of errors in the translation, Vertaalbureau Perfect will always give its suppliers the option of correcting these errors, as long as the interests of the client are not compromised. 4

5 - Vertaalbureau Perfect uses clear communication by in order to record deadlines, rates and agreements in writing. Article 6: Confidentiality - Suppliers shall never provide information from texts (to be) translated, wholly or in part, directly or through third parties, to third parties, nor will they make such information accessible to third parties. Suppliers shall never use the information provided for any goal other than performance of the agreement, or the preparation thereof. If a supplier wishes to employ a third party for performing the agreement, they may only do so in mutual consultation with Vertaalbureau Perfect. Any third party employed in this manner must also agree to the SLA of Vertaalbureau Perfect. - If the supplier does not, or not completely, fulfil their obligations regarding confidentiality, they will owe an immediately payable penalty of 15,000. In addition, Vertaalbureau Perfect retains the right to charge any claims of the client resulting from the supplier not, or not completely, fulfilling the obligations arising from article 6, which amount to more than the previously mentioned amount of 15,000, to the supplier. By placing an autograph in your account, you declare to be familiar with, and to agree to, the contents of this SLA. 5