Collaboration framework
Linguacom has prepared this document to facilitate dealings with clients and to ultimately improve its quality of service. Its objective is to offer clients a service that is fully adapted to their needs.
It should be said that this document defines a general framework for collaboration and that the different points developed in it should be adjusted to each specific product and, of course, to each client.
Linguacom bases its relationship with its clients on confidence. For this reason, we believe it is important to establish a collaboration framework that clearly defines all the aspects underpinning the customer-supplier relationship from the outset. This framework prevents unnecessary doubts, promotes dialogue with the client and also avoids possible conflicts.
In order to facilitate communication between Linguacom and the client, it is important that the latter appoint a person inside their organisation as project manager. This person will be the contact person between the client and Linguacom, and all technical or administrative questions will be put to them.
To perform a service, the client must provide Linguacom, whenever possible and depending on the type of commission, with all the information it has available, as well as support material (vocabulary, glossaries, drawings, diagrams, leaflets, company-specific vocabulary, etc.).
In translation projects, Linguacom asks the client for the source text to be correct. If it considers that the source text is either incorrect or has defects of form, it will inform the client and will recommend that they correct the document, which shall be invoiced separately if Linguacom does this.
If the client does not want the document to be corrected, Linguacom cannot be held responsible for the quality of the translation.
In writing, translation, correction or graphic design projects, it is important that the client provide clear and unequivocal instructions about the target audience, as well as the purpose, style and format required. In this way, the product generated by Linguacom will suit the customer’s needs perfectly, and revisions that would delay the project or make it more expensive will be avoided.
- Normal: the standard for translation is 8 pages/day. The standard for correction is 3 or 4 pages/hour.
It is important to remember that the complexity of the source text may lead work deadlines or the price of the work to vary. - Urgent: this is a type of project that requires 4000 words to be translated in less than 24 hours. With regard to correction, the correction of more than 32 pages/day is regarded as urgent.
This type of project, being a rush job, will include a surcharge of 30%, since it obliges the translator or the reviewer or proof-reader to work outside their normal working hours, and often at night or even the weekend.
In this case, Linguacom cannot guarantee the quality of the translation or the correction, since there is insufficient material time to do the review. - Semi-urgent: this type of project requires a delivery term that does not permit the correction, revision or dummying of the text. This project does not include a surcharge.
In this case, Linguacom cannot guarantee the quality of the service.
When the project has been approved and has been started, the client must pay for the part of the project that has already been completed.
If the client wishes to cancel a project that has been approved but has not yet been started, they should do so in writing. Interpreting services should be cancelled 7 working days in advance.
If during the execution of the project the client makes changes or amendments that involve a significant increase in the number of hours required, Linguacom will notify the client how much these changes will cost.
Once the client has contacted Linguacom by email, telephone or by means of the web form and has mentioned the service it requires, Linguacom will send a quotation.
If the client accepts a quotation, they must confirm the commission by email, clearly specifying confirmation.
Validity of the order: 3 months. If the client confirms the commission during this period but requests the service at a later date, another quotation will have to be issued.
The quotation is always approximate. The invoice will reflect the final price of the project. In the case of translations, the final price will depend on the word count of actual text translated.
If in the course of the project Linguacom realises that there has been a considerable deviation, be it an increase or a reduction, in the quotation, it will contact the client to inform them and will deliver a new quotation.
Punctual delivery of orders is basic to Linguacom, and for this reason it is important to agree to a reasonable delivery date. In order to offer the quality that all our clients deserve, it is very important that the client tell us when they need the commission (we will adapt to their needs as far as possible, but we will also tell them whether or not it is possible and what is involved). Linguacom undertakes to meet its deadlines.
Linguacom cannot be held responsible for any delay in delivering the project if the client’s email does not work properly, or in cases of force majeure, for example, power cuts, servers crashing, etc. If the problems in delivering the project within the established deadline are due to Linguacom, the latter will inform the client and a suitable solution will be reached.
The client has 15 days as of the completion of the commission to lodge a claim or complaint. These cases will be given preferential treatment and will be addressed by the project coordinator.
Linguacom keeps a copy of all material delivered for a period of one year. The term of payment is 30 days as of the invoice date. For services amounting to more than €1000, the client will be asked to pay 40% up front at the beginning of the project once the quotation has been confirmed. Interpreting jobs must be paid in advance and will be invoiced per day (or half-day) of work. If the interpreting job is outside Barcelona, the invoice will include travel time, transport expenses and per diem.
Translation and correction of proofreading are invoiced on a by-word basis. Volume discounts can be provided or in the case of ongoing collaborations. No discounts are applied in graphic design projects. If a correction project contains text to be translated, this part of the text will be quoted and invoiced separately.