4-Appendix K - SLA Template.docx
DOCX document 33 KB Posted
- Attached to
- AI-Driven Translation & Language Access Services
- Solicitation number
- AFI-2026-124
- Issued by
- Indiana
About this file
Summary: Appendix K Service Level Agreement Template - Alliance for Innovation Translation Services
This document is a Service Level Agreement (SLA) template for AI-Driven Translation and Language Access Services being solicited by the Alliance for Innovation (AFI) as Lead Contracting Agency in collaboration with Edge Public, serving as the Cooperative Marketing Partner, for Participating Public Agencies (PPAs) nationwide. The template establishes the framework for service delivery commitments across multiple service types including human translation, machine translation with post-editing, subtitling/captioning, dubbing/voice-over localization, transcription, and desktop publishing. The SLA covers guaranteed uptime standards for key platform components (project management portal, file submission/delivery system, translation memory access, and API integration endpoints), with measurement windows on a monthly basis. Response time commitments are tiered by priority level, ranging from 24/7 availability for critical system outages and rush translation requests to standard business hours for routine inquiries. Turnaround standards are differentiated by project type and word volume, with specific timeframes for standard and rush services and associated surcharges for expedited delivery.
The template establishes comprehensive quality standards requiring suppliers to meet minimum passing quality scores and maximum tolerable error rates, with detailed quality evaluation frameworks and review processes. Remedies for service failures include tiered service credits for uptime failures (ranging from 5% to 30% of monthly fees), delivery deadline failures (5% to 25% of project fees depending on delay duration), and quality failures including full re-delivery at no charge. The agreement specifies termination provisions triggered by persistent SLA breaches, typically two breaches within 90 days, with a 30-day cure period and 15-day termination notice. Governance and reporting requirements mandate monthly SLA performance reports via email and portal dashboard, quarterly business reviews, and annual SLA review/renegotiation cycles, with metrics tracking system uptime, on-time delivery rates, quality scores by language pair, incident logs, volume delivered, credits issued, and escalations. The template must be completed and executed prior to contract award, with all commitments binding on the awarded supplier.
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Other files
| File | Type | Posted |
|---|---|---|
| 6-Appendix D Sample Supplier Agreement.docx | DOCX document | |
| 9-Appendix G – AFI Master Agreement.docx | DOCX document | |
| 12-Appendix B Terms and Conditions Acceptance Form.docx | DOCX document | |
| 7-AFI-2026124 Translation Services RFP 3.19.26 (1).docx | DOCX document | |
| 8-Appendix C - Disclosures Federal NJ.docx | DOCX document | |
| 3-Appendix F Security Data Privacy Certification.docx | DOCX document | |
| 10-Appendix A Draft Contract and Offer and Contract Signature Form.docx | DOCX document | |
| 5-AppendixE LanguageCoverageMatrix.xlsx | XLSX spreadsheet | |
| 11-Appendix J - Platform Integration Reference Sheet.docx | DOCX document | |
| 1-Appendix L AI Disclosure.docx | DOCX document | |
| 2-Appendix H - Sample of Reporting.xlsx | XLSX spreadsheet |
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Alliance for Innovation | Translation RFP — Appendix K | Service Level Agreement Template
APPENDIX K
Service Level Agreement (SLA) Translation Services · AFI Request for Proposal Complete all fields prior to contract execution
This SLA template must be completed and attached to the executed contract. All commitments made herein are binding on the awarded Supplier. Fields left blank will default to the minimum standards specified in the RFP.
1. Agreement Parties & Term
| Party |
| Details |
Service provider (Supplier) name
Client / contracting entity
Agreement effective date
Agreement expiration date
Primary Supplier contact (name, title)
Primary AFI contract manager (name, title)
Supplier escalation email
AFI escalation email
2. Scope of Covered Services Languages covered under this SLA (all source and target language pairs):
e.g., English → Spanish, English → French, English → Mandarin, English → Arabic...
Service types covered:
1. Translation (human)
1. Machine translation + post-editing (MTPE)
1. Subtitling / captioning
1. Dubbing / voice-over localization
1. Transcription
1. Desktop publishing (DTP)
Exclusions from SLA coverage:
List any services, languages, or project types explicitly excluded from SLA guarantees...
3. Uptime & Platform Availability
| System / Service Component |
| Guaranteed Uptime (%) |
| Measurement Window |
| Planned Maintenance Window |
Project management portal
Monthly
File submission / delivery system
Monthly
Translation memory / TM access
Monthly
API / integration endpoints
Monthly
Uptime calculation methodology:
Describe how uptime % is calculated (e.g., total minutes in period minus unplanned downtime minutes, divided by total minutes). State whether scheduled maintenance windows are excluded...
4. Response Time Commitments
| Request / Incident Type |
| Priority |
| Initial Response |
| Resolution Target |
| Availability |
| System outage — full service unavailable |
| Critical |
24/7
| Urgent translation request (rush) |
| Critical |
24/7
| Quality issue / revision request |
| High |
Business hours
| Standard project inquiry |
| Standard |
Business hours
| Billing / administrative inquiry |
| Standard |
Business hours
| Business hours definition |
| e.g., Mon–Fri 08:00–18:00 PT, excl. US federal holidays |
| After-hours contact method |
| e.g., On-call phone line |
5. Translation Turnaround Standards
| Project Type |
| Word Volume |
| Standard Turnaround |
| Rush Turnaround |
| Rush Surcharge (%) |
| Standard human translation |
| Up to 2,000 words |
| Standard human translation |
| 2,001–10,000 words |
| Standard human translation |
| 10,001+ words |
| MTPE (machine + human review) |
| Any volume |
| Subtitling / captioning |
| Per minute of content |
6. Quality Standards & Accuracy Thresholds
| Quality Parameter |
| Supplier Commitment |
| Quality evaluation framework used |
| e.g., MQM, LISA QA, ISO 17100 |
| Minimum passing quality score |
| e.g., ≥ 90/100 MQM score |
| Maximum tolerable error rate — critical errors |
| e.g., 0 critical errors per delivery |
| Maximum tolerable error rate — minor errors |
| e.g., ≤ 2 per 1,000 words |
| Right to reject non-conforming delivery |
| Yes — AFI may reject and require re-delivery |
| Re-delivery turnaround upon rejection |
| e.g., Within 24 hours of rejection notice |
Quality review process description (TEP workflow, back-translation protocols, SME review, etc.):
Describe the Supplier's QA workflow in detail...
7. Remedies for Service Failures
7.1 Service credits — uptime failures
| Monthly Uptime Achieved |
| Service Credit (% of monthly fee) |
| Credit Cap |
| 99.0% – 99.49% |
| 5% |
| 98.0% – 98.99% |
| 10% |
| 95.0% – 97.99% |
| 20% |
| Below 95.0% |
| 30% |
| e.g., 30% of monthly invoice cap |
7.2 Service credits — delivery deadline failures
| Delay Duration |
| Credit (% of project fee) |
| Applies To |
| 1–4 hours late |
| 5% |
| Rush projects only |
| 4–24 hours late |
| 15% |
| All projects |
| More than 24 hours late |
| 25% |
| All projects |
7.3 Service credits — quality failures
| Quality Failure Type |
| Remedy |
| Timeline |
| Delivery below minimum quality threshold |
| Full re-delivery at no charge |
| e.g., 24 hours |
| Critical terminology / factual error |
| Full re-delivery at no charge |
| e.g., 4 hours |
| Repeated quality failure (3+ in 90 days) |
| Termination for cause right triggered |
| Immediate |
Credit request process:
Describe the process for AFI to request service credits (e.g., written notice within 30 days of incident, submitted via email with incident reference number)...
| Credit application method |
| e.g., Applied to next invoice / cash within 30 days |
| Credits as sole remedy? |
| No — credits do not limit other remedies at law |
8. Termination for Persistent Failure
| Parameter |
| Threshold / Period |
| Notes |
| SLA breach threshold triggering cure notice |
| e.g., 2 breaches in 90 days |
| Cure period |
| e.g., 30 calendar days |
| Termination notice period |
| e.g., 15 days written notice |
Obligations upon termination (data return, translation memory handover, transition assistance):
Describe Supplier's obligations upon contract termination including return of AFI data, TM handover, transition support duration, and any wind-down fees...
9. Reporting & Governance
| Governance Parameter |
| Commitment |
| SLA performance report frequency |
| Monthly |
| Report delivery method |
| Email to AFI contract manager + portal dashboard |
| Quarterly business review (QBR) cadence |
| Quarterly |
| SLA review / renegotiation cycle |
| Annual |
Metrics included in performance reports:
1. System uptime % (actual vs. guaranteed)
1. On-time delivery rate
1. Average quality scores by language pair
1. Incident log with resolution times
1. Volume delivered (words / minutes)
1. Credits issued in period
1. Escalations opened and resolved
10. Signatures & Execution
By signing below, both parties agree to the service level commitments, remedies, and governance terms set forth in this Appendix K, which is incorporated into and made part of the AFI Translation Services Agreement.
(Supplier)
Authorized signature
Printed name & title
Date (End User)
Authorized signature
Printed name & title
Date
CONFIDENTIAL — For RFP Use Only Page 1
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