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

Service

Hours of service

Notes

Bookings team (phone, email, BSL video)

Monday to Friday, 08:30 – 17:30 UK time

Excluding English bank holidays

Out-of-hours emergency line

17:30 – 22:00 Mon–Fri; 09:00 – 17:00 weekends and bank holidays

For urgent safeguarding, NHS or police-related interpreting

VRS (scheduled)

Slots available 08:00 – 20:00, Monday to Friday

Other slots by arrangement

VRS (on-demand)

08:30 – 17:30, Monday to Friday, subject to interpreter availability

Refer to your account's specific terms

AtW administration

Monday to Friday, 09:00 – 17:00

Including SWROT, claims and renewals

3. Response and confirmation targets

Activity

Target

Measured from

Acknowledgement of a new booking request

Within 1 Working Day

Receipt of request

Allocation of an interpreter (≥ 5 Working Days' notice)

At least 2 Working Days before the Assignment

Booking confirmed

Allocation of an interpreter (2 – 5 Working Days' notice)

Within 1 Working Day

Booking confirmed

Allocation of an interpreter (urgent, < 2 Working Days' notice)

As soon as practicable, latest 2 hours before the Assignment

Booking confirmed

Response to email enquiry (non-booking)

Within 1 Working Day

Receipt of enquiry

Response to BSL video enquiry

Within 1 Working Day

Receipt of enquiry

Acknowledgement of a complaint

Within 2 Working Days

Receipt of complaint

Substantive complaint response

Within 10 Working Days

Acknowledgement

Data subject rights request

Within 1 calendar month (statutory)

Receipt

Personal-data breach notification to client

Within 48 hours of becoming aware

Becoming aware

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

4. Quality targets

Indicator

Target

How we measure

On-time call start (interpreter joins ≤ 2 mins after agreed start time)

≥ 98%

Booking-platform timestamps

Booking fill rate (confirmed Assignments delivered)

≥ 98%

Booking-platform records

Last-minute fail rate (Assignments cancelled by us within 24 hours of start)

≤ 0.5%

Booking-platform records

Client satisfaction (post-Assignment survey, 1–5)

≥ 4.5 / 5

Post-Assignment survey

Service-user satisfaction (BSL survey, 1–5)

≥ 4.5 / 5

Quarterly BSL survey

Complaints upheld (% of Assignments)

≤ 0.5%

Complaints register

Personal-data breaches reportable to ICO

Zero target

Breach register

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 SLRPDC (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:

Severity

Description

Target initial response

P1 – Critical

Service unavailable; safeguarding emergency; reportable data breach

Within 1 hour

P2 – High

Significant service degradation; Assignment failure with no alternative

Within 2 hours

P3 – Medium

Single Assignment issue with alternative available; non-urgent quality issue

Within 1 Working Day

P4 – Low

Minor issue, no operational impact

Within 3 Working Days

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):

Failure

Credit

Allocation target missed by ≥ 4 hours

10% of Assignment fee

On-time call start missed (no interpreter within 15 mins of agreed start)

50% of Assignment fee

Assignment not delivered through our fault and no alternative offered

100% of Assignment fee

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

Purpose

Channel

New bookings

bookings@insignlanguage.co.uk

Account / billing

accounts@insignlanguage.co.uk

Complaints

support@insignlanguage.co.uk

Data protection

support@insignlanguage.co.uk (Data Protection Lead)

Out-of-hours emergency

07383 777117

InSignLanguage Ltd, 26 Domum Road, Portsmouth, PO2 0QZ — Company number 10943637 · VAT registration number GB 298 6629 31.

Related policies: Lone Working Policy (ISL-LEG-F-B) and Remote Interpreting Policy (ISL-LEG-F-F).