LILT Translation Services Service Level Agreement ("SLA")
LILT Translation Services Service Level Agreement ("SLA")
Lilt will use commercially reasonable efforts to provide the Services to Customer in accordance with the acceptance levels described below (“Benchmarks”).
Acceptance Levels
Category | Service Type | Service Availability | Service Availability |
Standard Delivery | Production | Project Volume (words) | Translation Time (business days) |
1-2,000 | 1-2 | ||
2,000-4,000 | 2-3 | ||
4,001-6,000 | 3 | ||
6,001-8,000 | 4 | ||
8,001-10,000 | 5 | ||
10,001 | 5, plus 1 for each additional 3,000 words | ||
Adherence | ALL | Lilt will provide Deliverables 95% on-time, according to the mutually agreed delivery time and date with the Customer. Extension requests should not exceed 5% of total deliveries across a monthly period. Lilt will aim to provide at least 24 hours’ notice ahead of the original delivery date and time for an extension to be considered. | |
Translation Quality | ALL | Lilt will provide content with an average <5% error rate (counted at the segment level, where a segment is deemed erroneous if it contains at least one error) according to the Text Specification Framework (“Translation Quality Target”), which will be proposed and agreed between Lilt and Customer during the Services onboarding process. |
Remedies for SLA Failure. The following shall be Customer’s sole remedies and Lilt’s sole liability if Lilt fails to meet the requirements of this SLA:
For each calendar month in which Lilt fails to meet the Translation Quality Target, Lilt shall, upon Customer’s request made within thirty (30) days of the end of the calendar month in which the Translation Quality Target is missed, provide Customer with a written plan for improving Lilt’s translation quality to attain the Translation Quality Target and Lilt shall promptly implement such plan and reprocess work which was provided in breach of the Translation Quality Target.
For each calendar month in which Lilt fails to meet the Delivery Times specified above, Lilt shall, upon Customer’s request made within thirty (30) days of the end of the calendar month in which such failure occurs, provide Customer with a written plan for meeting Lilt’s Turnaround Times specified above, and Lilt shall promptly implement such plan.
Exclusions. Lilt shall have no liability for lack of Services availability and shall not be obligated to provide Services due to: (1) Customer’s negligence or other causes beyond the reasonable control of Lilt, (2) poor Customer Materials, (3) changes to Customer text specification, or (4) outages caused by the failure of public network or communications components, (5) Customer failing to pay Lilt the Fees for the Services when due under the Agreement or any applicable Order Form.
Stipulations. The Translation Turnaround Times in Section 1 apply to translation services only. Additional time will be scoped for additional service SKUs and submitted to Customer for approval prior to project/production launch.
Customer Reporting. Customer shall report any failure to meet the Benchmarks or other failure to comply with this SLA (“SLA Failure”) by email to Customer’s dedicated Services Strategist and Account Executive at Lilt immediately upon becoming aware or receiving notice of such SLA Failure, but in no event more than thirty (30) days from the occurrence of such SLA Failure. If Customer reasonably believes that an SLA Failure has occurred in any given month, Lilt shall, promptly following Customer’s request, provide a report that contains true and correct information detailing Lilt’s actual Services performance.