An Introductory Guide to SLAs for the Translation and Localization Industry

Service Level AgreementIn recent years, with the shortening of the software release cycles, the size and scope of localization projects have been getting smaller and smaller, more and more frequent, faster and faster, in a steady drip of updates. However, customers are unwilling to pay a minimal fee for any tiny jobs, even though these may eat up hours of work.

SLAs can help curb the exponential overhead increase and deal with recurring translation and localization needs. SLAs can also help organizations maintain service relationships on agreed performance levels by setting:

  1. Boundaries and responsibilities.
  2. Goals, priorities, requirements, and obligations.
  3. Measurable standards and KPIs.
  4. Penalties for non-compliance.

Finally, when aligned with business goals and integrated in a quality improvement process, SLAs can improve customer satisfaction because everyone needs a committed agreement to do business. Imagine you are flying in business class. The aircraft takes off on time and you get all the amenities as promised. But if the airline crew fails to deliver the expected experience, the whole purpose of buying a business class ticket is spoiled and you don’t get any refund. What if the airline were committed with a SLA including customer experience?

You can buy your copy of the guide to SLAs for translation and localization here.