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Subject Matter Review
Service Level Agreement
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Purpose
This Service Level Agreement (SLA) defines mutual expectations and requirements of Agilent Technologies, Inc. (Client)
and _______________ (Subject Matter Reviewer) in order to deliver subject matter expert review services to Client. This
non-contractual document is subordinate to the Professional Service Agreement or Master Service Agreement dated
___________ and executed by Client and Subject Matter Reviewer (the “PSA/MSA”) and in the event of any conflict
between the two documents, the PSA/MSA takes precedence. This SLA takes effect from __________ and expires
___________, at which time it will need to be reviewed, updated and signed again by both parties. In the event the
parties cannot review, update and re-sign the SLA for a one-year renewal period by ________, the current SLA will be
deemed to stay in effect until such time as the parties are able to schedule a review and renewal and agree upon new
terms.
General Guidelines
Business day is defined as 09:00 to 17:00 Moscow Standard Time (MSK), Monday through Friday, except days recognized
by Client’s offices in Russia as public holidays. While local holidays may affect the schedules they should in general not
affect response times.
Subject Matter Reviewer will acknowledge all project-start and quote/estimate-request via email within 0.5 business
days. Unless agreed otherwise in advance, if Client sends files after 2 PM MSK, then Subject Matter Reviewer will
acknowledge receipt of quote/estimate-request via email by noon the following business day.
Subject Matter Reviewer will provide all quotes within one business day after acknowledging receipt, except for larger or
more complex requests, for example software, Flash, Video, or documents with word counts in excess of 50,000 words
or 100 pages.
Subject Matter Reviewer may require up to 3 (three) business days to create quotes for large and/or complex file sets. In
such case, Subject Matter Reviewer will inform Client within 1 (one) business day after acknowledging receipt when the
quote/estimate will be delivered.
Subject Matter Reviewer will send heads-up emails that includes estimated delivery time to Client Language Coordinator
and/or reviewer within 2 (two) business days after project start. For small projects with a short turn-around time,
Subject Matter Reviewer will send the heads-up emails to Client Language Coordinator immediately after project launch.
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Subject Matter Review
Contractor will review translated content with source-language text and target-language text side by side and enter
comments clearly and unambiguously in the document file, including but limited to PDF, MS Excel, MS Word, translation
memory systems, review portals and others.
When working with MS Office files, Contractor will use the track change option, indicating not only what is not liked but
also the preferred alternative, at each occurrence of the term or phrase.
When working with PDF files, Contractor will use the annotation function, indicating not only what is not liked but also
the preferred alternative, at each occurrence of the term or phrase.
Contractor will make only necessary subject matter changes and avoid gratuitous and linguistic and stylistic changes.
Error Categories
Client’s quality standards are based on SAE J2450. Below are the definitions for errors in translation and localization
that Subject Matter Reviewer will review.
Wrong Term
Target language term that violates the approved glossary, or denotes a concept in the target language that is clearly and
significantly different from the concept denoted by the source language term, or a correct translation of a term in a
different context is inappropriate or incorrect in the actual context.
Omission
A continuous block of text in the source language has no counterpart in the target language text and, as a result, the
semantics of the source text is absent in the translation.
Incorrect Translation/Meaning
The target language does not accurately reflect the meaning of the source text. This may include ambiguously or literally
translated passages if the meaning of the original is lost or altered.
Additions
Information or text in the target text is not found in the source text.
Cross References
References to other sections or components of the product are incorrect, or references to third‐party products are
incorrect1. This includes: Software references in the documentation and help, references to manual/chapter titles,
addresses, phone numbers, links, cross‐references, index references, graphics, and part numbers within or across
components.
In particular the Contractor will review the following:
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Client will actively help to identify cross-references when asked and to supply adequate sources of reference, for example by
indicating the existence of translated versions of referenced publications or products.
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Division/sector/department/unit names and all proper nouns for correct rendering. These are usually specific to
Agilent’s division/sector/department/unit (e.g., keep in English or translate/transliterate?) and should be consistent
with existing usage.
Titles of individuals (e.g., translate/transliterate or adapt to existing culture?). Where similar occupations or
positions do not exist as such in the target language or country, check if the translations make sense and are the
individuals in the correct relationship to one another.
Product/process names for correct rendering. These are usually specific to your division/sector/department/unit
(e.g., keep in English or translate/transliterate?) and should be consistent with existing usage. Check if warranties,
trademarks, service marks, copyrights and other registered names/processes have legal validity in the target
countries.
Specialized terminology for correctness, particularly for terms representing new technology being introduced in the
foreign language. Mark for Agilent division/sector/department/unit or industry/sector preference.
Jargon specific to Agilent’s division/sector/department/unit or "buzz words" where appropriate.
References, examples, analogies, etc. make sense in the target-language culture. If not, provide ones that do.
All measurements, weights or monetary units have been expressed in the agreed-upon format.
Any concept that is totally confusing or unacceptably ambiguous in the target-language text. If it is the result of
ambiguity or an apparent mistake in the source-language text, mark the source-language text for verification and,
unless a doubt remains about the meaning, clarify the target-language text.
If the text is designed to be promotional copy, or otherwise persuasive in nature, verify that the translation conveys
the original message (not wording) in a similarly convincing manner to the specific target audience.
Subject Matter Reviewer will not perform the following functions:
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Implement preferential changes
Implement any changes regarding Branding and creative layout
Suggest deviation from source file
Suggest deviation from existing style guide
Suggest deviation from approved terminology, or
Suggest deviation from translation memory.
Deliverables
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Subject Matter Reviewer will initially deliver reviewed and marked-up/annotated documents via email, FTP or
shared folders. After Client has implemented technology solutions, Subject Matter Reviewer will submit reviewed
files and language reference material via a vendor portal or by process automation.
Subject Matter Reviewer will deliver a quality score using the methodology as defined in paragraph ‘Error Weighing.’
Subject Matter Reviewer will deliver Status Reporting in MS Excel format via email.
Acceptance Criteria
Delivery to Client
Subject Matter Reviewer will only send reviewed files to Client that:
1) Meet the project-specific standards and instructions set out in this SLA
Subject Matter Reviewer will notify Client via email when reviewed files have been uploaded via FTP or to shared
folders.
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Acceptance of Final Deliverables by Client
Client will accept or reject reviewed files within 30 business days after notification of delivery from Subject Matter
Reviewer. If Client does not notify Subject Matter Reviewer of acceptance or rejection of the final deliverables within the
mentioned period, such final deliverables are deemed accepted. If rejected, Subject Matter Reviewer will correct errors
immediately at no cost to Client for
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Preferential changes
Deviation from source file
Deviation from existing style guide
Deviation from approved terminology, or
Deviation from translation memory.
If Subject Matter Reviewer fails to implement corrections of above listed non-conformity, or review quality standards
cannot be cured by further corrective action from Subject Matter Reviewer, then Subject Matter Reviewer shall waive all
fees and return to Client all previously paid fees by Client for the services provided.
Payment for Final Deliverables or payment of any fees associated with any Final Deliverable shall not constitute
acceptance of the same and shall be without prejudice to any and all claims of Client against Subject Matter Reviewer.
Acceptance of the Final Deliverables that have non-conformity shall not relieve Subject Matter Reviewer of the
obligation to cure such errors in accordance with the terms of the MSA and/or this SLA.
Error Definitions
Subject Matter Reviewer will categorize errors and calculate a quality score as follows:
Major Error
The meaning of the translated text is completely different from the source text. A blatant error that any educated
speaker of the target language would recognize as such. Blatant disregard of the instructions, style guide, etc. Major
errors severely jeopardize, invert or distort the meaning of a translation. Examples of Major Errors are:
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Statement that can be potentially offensive
Error that endangers the integrity of data or the health or safety of users
Error that modify or misrepresents the functionality of the device, service or product
Error that clearly shows that Client's instructions have not been followed
Grammar or syntax error that grossly violates generally accepted language conventions
Minor Error
The meaning of the translated text is slightly different than the meaning of the source text, for example a clear error
concerning a minor point of grammar, punctuation, deviation from instructions, style guide, etc. Examples are:
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Accuracy error that result in a slight change in meaning
Small error that would not confuse or mislead a user but could be noticed
Formatting error not resulting in a loss of meaning, for example wrong use of bold or italics formatting
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Wrong use of punctuation or capitalization not resulting in a loss of meaning
Generic error to indicate generally inadequate style, for example, too literal translation, stilted or unnatural style
Grammar or syntax error that are minor violations of generally accepted language conventions
Typo or misspelling that does not result in a loss of meaning
Preferential Changes Definition
A preferential change is any change made by a subject matter reviewer to a translation that is otherwise accurate,
grammatically correct, and compliant to the instructions and reference material. A preferential change is a stylistic
variation of a grammatically correct translation, where the instructions have been duly followed, and the target text
conveys the meaning of the source words either worse or similar.
Preferential changes are not counted as error and will not be implemented. Subject Matter Reviewer may not discuss the
implementation of these suggestions with Client and may at not charge an hourly rate for such changes.
Error Weighing
Subject Matter Reviewer will accept translations when they fall within the tolerated quality scores and meet the project‐
specific standards and instructions set out by Client at project start. Subject Matter Reviewer will weigh errors as follows:
Major Error
Minor Error
Preferential change
3 points
1 point
0 points
Subject Matter Reviewer will determine an Error Score using the following equation:
[Total Error Score] ./. [by total target word count] x 100 = [Quality Score]
Subject Matter Reviewer will accept translated and localized documents that achieve a Quality Score of 0.5 or lower
(pass). Subject Matter Reviewer will reject translated and localized documents with a Quality Score of 0.6 or higher (no
pass). The table below illustrates examples of scoring (pass / no pass):
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Target Word
Count
1860
1860
1860
1860
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# of Minor
Errors
0
1
7
10
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# of Major
Error
0
9
1
0
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Total Error
Score
0
28
8
10
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Quality
Score
0
1.5
0.43
0.54
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Pass / No
Pass
Pass
No Pass
Pass
No Pass
Project Management Responsiveness
Subject Matter
Review
Hourly Productivity
1,000 words per hour
Daily Productivity
5 hours
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The above table is indication only of individual subject matter productivity norms; Subject Matter Reviewer will deliver
on-demand capacity for Client, maintaining a supply base in excess of the requirements currently forecast by Client.
Express or Rush Service
Subject Matter Reviewer will offer Express Service for:
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Files of 2,000 or fewer source words
Simple text file formats, such as Email, Word, Excel and other simple formats that do not require DTP or localization
of graphics
Delivery time includes provision of full and complete subject matter review processes by Subject Matter Reviewer as
follows:
Description
Turnaround time
< 1,000 words
24 hours from request
1,000 - 3,000 words
48 hours from request
______________________
Client
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Subject Matter Reviewer
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Title
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Title
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Date
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Date
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