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Procedure of translation/interpretation services' provision
1. A Customer submits an enquiry to the TSP (Translation Services Provider) concerning a translation service. The enquiry can be submitted by e-mail, fax or post, whereby the Customer defines or not the deadline for the Translation job and at his own discretion, defines any requirements or additional information that are relevant for a given Translation job or obtains a general information concerning Translation job by phone.

2. The TSP upon receipt of a Customer's enquiry analyses it having on mind all Customer's requirements concerning the service and assessing the feasibility of the Translation job within the deadline as required by the Customer.

3. An agreement between the Customer and the TSP for execution of a given Translation job is in effect upon receipt of the Customer's Order by TSP and upon confirmation of such an Order by the same communication channel, as well as when the Parties have agreed the deadline and have made any other arrangement that are material for Translation job, whereby such arrangements can be made whether by e-mail, phone conversation, fax or personally in the Customer's or TSP's office. Any orally made arrangements are properly documented and recorded by the TSP. The TSP is not obliged to commence execution of a Translation job before the agreement is concluded i.e. before all conditions stated in above are fulfilled.

4. The TSP registers each Ordered Translation job taking into account all information concerning the job i.e. among others language-related aspects: conformity with Customer's guidelines concerning style, terminology, receivers' focus group, term glossary update, required formatting etc.

5. If there is such a need, the TSP pre-processes the texts to be translated which may include pre-processing for CAT translation, conversion of files formats, collecting internal resources or external support materials covering specialistic terminology, customary terminology applied by the Customer, related web pages etc., in order to ensure the best qualitative fitting to the service specification.

6. Each recorded translation job is allocated to a person who is a member of internal and/or external resources, in a way to ensure Customer's requirements related to a Translation job are met. Each such allocation is being internally registered.

7. The translated text is subject to two-steps verification process. The first step covers a control of target text's integrity (whether nothing has been omitted), inserting /editing of graphic elements and similar formatting work as well as marking of doubtful places as indication for the proofreading department. The second step of proofreading is being done by a properly (both linguistically and topic-experienced) qualified proofreader. Proofreading contains comparison of the source text with the target text, in terms of their terminological conformity, grammatical correctness, language register and style. In case of huge Translation jobs executed in express lead time, at the stage of arrangements concerning the Job, the TSP may inform the Customer that the deadline required by the Customer would not allow for a full scope of proofreading.

8. If the ordered services cover also target text editing, the TSP provides for such edition, consisting in analysis and adaptation of the target text in accordance with possible Customer's suggestions. Consultation with the Customer is particularly required in case of editing target text destined for publishing, advertisement texts/slogans, marketing texts etc.

9. The TSP provides translation services in three possible lead times: regular, urgent and express. Applying one of these lead times depends on the number of Target text's pages to be translated during one weekday of the period of Translation job execution, pursuant to the Price list or as per arrangements done with the Customer.

10. If there are no arrangements made concerning the lead time of Translation job, it is assumed that it is the Customer's intent to have the job done in normal lead time.

11. For the needs of applying the three lead times, the following detailed rules of Translation jobs accepting shall be applicable:
a) An Order received from a Customer after 4 p.m. of a weekday shall be deemed to be received on the next weekday at 8.00 a.m.
b) An Order received from the Customer on a day that is not a weekday shall be deemed to be received on the first following weekday on 8.00 a.m.

12. Upon execution of a written Translation job or other similar service resulting in a Target text (proofreading, editing, update etc.), the TSP delivers the target text to the Customer in a way as agreed. If no detailed manner of delivery has been agreed, the Target text shall be delivered to the Customer in the same way it has been submitted to the TSP.

13. The above procedure of enquiry, ordering and executing the services shall also be applicable to interpretation services. Upon execution of an Interpretation service the Customer confirms the interpreter's work duration by use of a interpreter's work time form, the model of which constitutes Enclosure No. 3 hereto. Each commenced hour of interpreter's work during which he works for less than half hour, gets rounded up to half hour. Each commenced hour of interpreter's work during which he works for more than half hour, gets rounded up to one full hour.