Service Level Agreement

InSignLanguage Ltd — last updated 2 June 2026 — version 1.0

This Service Level Agreement (SLA) sets out the minimum service levels you can expect from InSignLanguage Ltd. It supports our Terms and Conditions of Service and is published in line with our internal Client Service Standards Policy (OPS-010) and the requirements of ISO 18841:2018 (interpreting services) and ISO 9001:2015 (quality management).

If a separate written contract or framework agreement applies between us, the terms of that agreement prevail to the extent they conflict with this SLA.

1. Scope

This SLA applies to all Services described in clause 3 of our Terms and Conditions, namely:

• In-person BSL interpreting anywhere in the UK;

• Video Remote Interpreting (VRI) delivered by appointment;

• Video Relay Service (VRS) delivered on-demand and by appointment;

• Translation between BSL and written English;

• Deaf-awareness training and consultancy;

• Access to Work (AtW) support, including consultation, applications and claims.

2. Hours of service

3. Response and confirmation targets

A "Working Day" is any day other than a Saturday, Sunday or English bank holiday.

4. Quality targets

Performance against these targets is reviewed at our quarterly Service Review meeting for clients on an account or framework, and reported in our annual transparency statement.

5. Interpreter standards

Every interpreter we allocate is:

• a member in good standing of the NRCPD, RBSLI or SLRDPC (or an equivalent recognised register);

• subject to the relevant register's Code of Conduct;

• covered by professional indemnity insurance of at least £1,000,000;

• DBS / PVG / Access NI checked (enhanced) where the Assignment context requires it;

• briefed on the Assignment scope and any reference materials you supply;

• bound by written confidentiality undertakings with InSignLanguage.

6. Platform and technical standards

For VRI and VRS Assignments we maintain:

• TLS 1.2+ encryption on all signalling traffic and SRTP on media streams;

• HD video (≥ 720p at 30 fps) as default, where bandwidth allows;

• Round-trip latency target of ≤ 200 ms on healthy networks;

• 99.5% platform availability across any rolling calendar month, excluding pre-notified maintenance;

• a documented contingency procedure to fall back to a secondary platform or to telephone interpretation if the primary platform fails (OPS-005).

Planned maintenance is notified at least 5 Working Days in advance and scheduled outside hours of service wherever possible.

7. Cancellations, lateness and no-shows

Cancellation, lateness and no-show charges are set out in clause 5 of our Terms and Conditions of Service. Service-level credits do not apply to fees properly charged in line with that clause.

8. Incident management

8.1 Incident severity

We classify operational incidents on the following scale:

8.2 Escalation

If you are not satisfied with the initial response, you may escalate to: (1) Head of Operations; (2) Director / Data Protection Lead; (3) Chief Executive. Contact details are provided in your account record.

8.3 Personal-data breaches

We follow the procedure in our Information Security Policy (SEC-001) and our Privacy Notice. We will notify you of any personal-data breach affecting your data without undue delay, and in any event within 48 hours of becoming aware, providing the information you need to meet your 72-hour ICO notification obligation under UK GDPR Article 33.

9. Service credits

Where we materially miss a service target in clause 3 or 4 and the failure is attributable to us, you may claim a service credit against the fees for the affected Assignment(s):

Service credits are the sole financial remedy for missed service targets, except where statutory rights apply or our liability cannot lawfully be limited (see clause 12.3 of the Terms and Conditions). Credits must be claimed in writing within 30 days of the event.

10. Business continuity

We maintain a documented Business Continuity Plan (BCP — RISK-002) that covers loss of office, loss of key staff, loss of the booking platform, loss of the video platform and major cyber incidents. The plan is tested at least annually. A summary is available to clients on request under NDA.

11. Governance and review

This SLA is reviewed by the Director (Service Delivery) at least annually, or sooner if there is a material change in our service offering, our infrastructure or applicable standards. Account clients receive a written notice of any change at least 30 days before it takes effect.

12. Contact

InSignLanguage Ltd, 26 Domum Road, Portsmouth, PO2 0QZ — Company number 10943637.