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Exhibit DService Level AgreementThe Contractor shall comply with the terms of this Service Level Agreement. A Customer and the Contractor may negotiate additional terms and conditions. DefinitionsAccepted Work Order: A Customer’s authorization, received by the Contractor, to commence work pursuant to a Work Order. Business Day: Monday through Friday, 8:00 a.m. to 5:00 p.m. local Eastern or Central Time, excluding State-observed holidays.Customer: The State agency or other eligible user identified in this ACS as the party who orders commodities or contractual services from the Contractor via Work Order.Department: The Department of Management Services.End Time: The hour during a business day the Contractor contracted to complete work on an Accepted Work Order.Expedited: Work contracted by the Customer with an end time earlier than the Contractor’s standard timeline for completion.Late: Work contracted by the Customer that the Contractor completes at a time later than the Accepted Work Order’s End Time.LEP: Limited English Proficient. Start Time: The hour during a business day the Contractor contracted to commence work on an Accepted Work Order. Work Order: The form or format a Customer uses to make a purchase under the ACS (e.g., a formal written purchase order, electronic purchase order, procurement card, contract or other authorized means).DeliverablesGeneral The Contractor will provide a complete itemized estimate for a Customer’s Work Order of contracted services. The estimate will include, at a minimum, the Start Time, End Time, dates of service, rates, and acceptance of any other services and conditions required by the Customer. If the Contractor receives a request from a Customer for an estimate outside the time of a Business Day, the Contractor will prepare an estimate during the next Business Day. The Contractor’s Florida liaison shall be available during a Business Day. The Contractor will provide without cost twenty-four hours per day, seven days per week, and 365 days per year toll-free, nationwide telephonic access for all Customers. The Contractor will provide without cost twenty-four hours per day, seven days per week, and 365 days per year a dedicated web site for all Customers to access all contracted services. The website will include training, services list, services descriptions, price sheet and other assistance for Customers. Written approval of the website by the Department is a condition precedent to commencement of this ACS. For telephonic and video interpretation services, the Contractor shall establish and maintain online access to detailed logs and reports for each Customer. For all other services, the Customer will receive detailed reports on invoices each month. The Contractor will provide training for accessing the Contractor’s interpretation and translation services. The following types of training may be delivered by means of in-person, telephone, webinar, video, audio, or a combination of these methods. On-the-spot training of five to ten minutes length to demonstrate the method of accessing an interpreter, and the location of training materials;Group trainings of fifteen minutes length to cover use of the Contractor’s system, distribute Language ID cards, and demonstrate how to access an interpreter; andTrain-the-trainer of 60 minutes length consisting of training, tools, and materials to super-users who will assist Customer’s staff with training.Interpreter and Translator Qualifications The Contractor will utilize interpreters and translators who have been screened and tested for proficiency in both written English and foreign language(s), with credentials or certifications provided by the Contractor. Proficiency shall include the ability to interpret and translate idioms, whose figurative meanings are different from their literal meanings, into language understandable to the Customer or the LEP client.The Contractor will utilize interpreters and translators who are linguistically accurate, culturally appropriate and technically consistent. Relevant fields of knowledge shall include medical, legal, law enforcement, and psychosocial. The Contractor will utilize interpreters who are knowledgeable of and comply with HIPAA related privacy guidelines. The Contractor will utilize translators who understand the legal significance of affidavits and statements of truth in reference to the validity of the translation.The Contractor will utilize a single translator or a translator leading a team of no more than three translators to translate each document to assure continuity and consistency in terminology, syntax, and style.Telephone Interpretation ServicesThe Contractor will provide telephone interpretation services from English to a foreign language and from a foreign language to English, for a LEP client upon request by a Customer. The Contractor shall establish and maintain twenty-four hours per day, seven days per week, and 365 days per year a toll-free nationwide telephone number for accessing telephone interpretation services.Interpreters will be connected with a Customer and the LEP caller within 30 seconds of the Customer placing the phone call. The Contractor will remain available, connected, and communicating during the telephone call from the moment when all participants are fully connected and communicating with each other until the call is terminated by the Customer. If the communication ends or at least one participant cannot remain clearly and consistently in contact, then the Customer will end the call and reconnect until the call is completed according to the Customer’s Work Order. The Customer shall direct the specific deliverables.For billing purposes, partial minutes or any portion of a full minute may be rounded up to the next highest minute. Length of the call is measured from the time the appropriate interpreter is on the line and able to act as an intermediary to the time a Customer terminates the call. Response times or wait times will not be included in the billable call time. Wait times include, but are not limited to, time spent in the Contractor's call menu system, with a dispatcher, or in a queue for an interpreter. The Contractor shall be compensated only if each telephone interpretation service is completed according to the Customer’s Work Order. Services will be provided at the rates listed in Exhibit B: State of Florida Price Sheet.On-site Interpretation ServicesThe Contractor will provide interpreters in-person, on-site or otherwise as directed by a Customer from English to a foreign language and from a foreign language to English, for a LEP client upon request by a Customer. The requirement for in-person interpreters will be scheduled in advance. The Contractor will provide services within forty-eight (48) hours unless a Customer schedules at a later date and time. An interpreter will be physically present at the location specified at least 15 minutes prior to the beginning of the scheduled appointment, including locations with security or other special requirements, and will abide by all such security or special requirements. The Customer shall direct the specific deliverables.The Contractor shall be compensated only if each on-site interpretation service is completed according to the Customer’s Work Order. Services will be provided at the rates listed in Exhibit B: State of Florida Price Sheet.Video Interpretation ServicesThe Contractor will provide video interpretation services from English to a foreign language and from a foreign language to English for a LEP client, upon request by a Customer. Video Interpretation services will be billed in one (1) minute increments.Technical RequirementsNetwork and throughput: Wireless, with enough coverage and capacity to provide a sustained 384kbps of bandwidth per simultaneous video call, and 64kbps per simultaneous audio callInternet Browser: Google Chrome or Firefox Operating System: Microsoft Windows 7, Windows 8, or Windows 10 Processor: 64-bit capable, 1 gigahertz (GHz) or higherDisk: 1 gigabyte of free disk spaceRAM: 2 gigabytes Firewall settings: Minimum: Open outbound TCP port 443 Recommended: Open outbound TCP port 443 and outbound UDP port 3478Preferred: Open outbound TCP port 443 and outbound UDP range 1025-65535Audio settings:Minimum: Open outbound TCP port 5061 and outbound UDP range 1025-65535Within three days of decision, the Contractor shall notify in writing the Department and all Customers of all planned updates, upgrades, or changes to any technical requirements.The Contractor will remain available, connected, and communicating during the video communication from the moment when all participants are fully connected and communicating with each other until the communication is terminated by the Customer. If the communication ends or one participant cannot remain clearly and consistently in contact, then the Customer will end the call and reconnect until the communication is completed according to the Customer’s Work Order. The Customer shall direct the specific deliverables.The Contractor shall be compensated only if each video interpretation service is completed according to the Customer’s Work Order. Services will be provided at the rates listed in Exhibit B: State of Florida Price Sheet.Document Translation ServicesThe Contractor will provide written document translation services from English to a foreign language and from a foreign language to English for a LEP client, upon request by a Customer. The Contractor will provide translating, copy-editing, and proofreading services for previously translated documents. The Contractor will manage document translations electronically. The Contractor will be capable of receiving source language documents by e-mail, facsimile, or other electronic means such as Microsoft Office products, Adobe Acrobat, Open Office, or by manual method such as the United States postal service or courier delivery. The typical delivery is expected to occur by electronic means. The Contractor will use universally acceptable software compatible with the source documents such as 2010 or later Microsoft Office products, or Adobe Acrobat (searchable text format only; picture-type non-searchable scans are not acceptable). Completed orders will be returned electronically, preferably by email, to the address specified in a Customer’s Work Order. If the resulting document is too large to be transmitted via email or in a compressed format, documents will be accepted on a read-only CD/DVD/flash drive, secured cloud site, or other secured delivery method as directed by a Customer. The Customer shall direct the specific deliverables.The Contractor will assure translated materials use:Correct spelling;Correct grammar;Correct language structure; andAppropriate formatting to match the layout of the original document.The Contractor shall be compensated only if each document translation service is completed according to the Customer’s Work Order. Services will be provided at the rates listed in Exhibit B: State of Florida Price Sheet.The Contractor shall be compensated only if each document translation service is completed according to the Customer’s Work Order. Services will be provided at the rates listed in Exhibit B: State of Florida Price Sheet. Testing and Training ServicesThe Contractor shall provide foreign language training and testing services, upon request by a Customer. The Contractor shall provide at a minimum a choice of live web-based audio and video training, live web-based audio and pre-recorded video training modules, live telephone-based audio with pre-recorded video training modules, and live in-person training. The Contractor shall create and submit to the Customer detailed logs showing at a minimum the following:Number of training and testing sessions;Names of attendees for each session;Foreign language;Whether each attendee successfully completed training and testing; andCustomer’s name.Upon Customer request, the Contractor will provide customized training and testing according to Customer’s specific needs and instructions in its Work Order. ................
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