This Service Level Agreement ("SLA") describes the service levels Lexi Translation Lab ("we", "us") aims to provide. It supplements our Terms of Service; where they conflict, the Terms govern unless this SLA expressly states otherwise.
1. Quote response
- We aim to respond to quote requests within 15 minutes, 24/7, via email or WhatsApp.
- A binding quote — stating fee, output basis, and turnaround — is issued once we have reviewed your materials.
2. Turnaround
| Track | Target turnaround |
|---|---|
| Standard | [state your standard, e.g. 3–5 business days, by volume] |
| Urgent | 24–48 hours |
Turnaround begins once we have received complete, legible materials, you have accepted the binding quote in writing, and any agreed payment is made. Deadlines are extended by delays caused by incomplete files, late instructions, or events outside our reasonable control.
3. Accuracy standard
- Certified work is translated and cross-reviewed by qualified linguists and delivered with a Certificate of Accuracy.
- We target an accuracy standard of [state realistically, e.g. 99.5%+ on audited samples].
- Final acceptance of any document rests with the receiving court or authority, as set out in our Terms.
4. Support availability
- WhatsApp and email support: 24/7.
- We aim to acknowledge support messages within [e.g. 15 minutes] and substantive queries within [e.g. 2 hours].
5. Security and confidentiality commitments
- Encryption in transit (TLS 1.3) and at rest (AES-256).
- Matter-specific NDA available before any file is opened.
- Secure deletion of project files after the retention period, with a deletion certificate on request.
6. If we miss a target
If we miss a committed turnaround for reasons within our control:
- we will prioritise and complete your work as quickly as possible; and
- [choose one: we will waive the urgent surcharge for that order / apply a service credit of __% toward that order / re-perform affected work at no charge].
This is your sole and exclusive remedy for a missed service level, subject to the limitation of liability in our Terms.
7. Exclusions
These service levels do not apply where a delay or issue arises from:
- incomplete, illegible, or corrupted source materials;
- late or changed instructions from you;
- non-payment or accounts on hold;
- events outside our reasonable control (force majeure).
8. Contact
info@lexilab.in · +91 83686 99442 (WhatsApp).