© LanguageNow Ltd
User Guide and Support Documenta3on
Customers
Customer Support
Contents
1. Ge&ng Started
2. Your First Order
3. Ge&ng Your Completed Transla<on Back
4. High-volume Word Counts, Contract
Work and Our API
5. Your Account
6. Terms and Condi<ons
7. Troubleshoo<ng
Customer Support
1. Ge7ng Started
1.1 How do we differ from tradi3onal transla3on agencies?
We are a language service provider that offers high-quality transla?on, trusted by companies and individuals around the world. Our service is focused on quality, speed and value. You can instantly access our service at any ?me from anywhere in the world.
1.2 How does LanguageNow assess quality?
We use a robust quality control system and employ stringent selec?on criteria to ensure excellence at every stage of the transla?on process. Our system complies with ISO 9001:2008 standards and we regularly monitor and improve our quality assessment prac?ces.
1.3 How much will my transla3on cost? Can I get a quote?
We have three pricing categories: Standard Transla?on, Advanced Transla?on and Advanced Transla?on Plus. A full breakdown of of each pricing category can be found in the “prices” sec?on on our website. If your project is below 5,000 words you can get an instant quote via our order form. For larger projects, please contact one of our team directly to receive a bespoke quote.
1.4 What if I have a project over 5,000 words, or a project that will be ongoing?
We offer discounts for projects over 5,000 words and a dedicated single point of contact project manager. We can also offer short and long term transla?on contracts depending on your needs and requirements.
1.5 What file types can we accept?
We accept over 20 different file types. Should our system not recognise your file type please send it to our team directly.
Customer Support
2. Your First Order
2.1 Signing up
The signing up process is very simple. If you are already a customer, simply sign in and click on “New Order” in your dashboard. If you have not yet signed up, you can either register via our website or via our order window.
2.2. The ordering process
Once you have clicked on “Order Transla?on” you will be taken to our order window. Here you can either upload your document or type/paste what you need to have translated in the window. Our system will recognise the word count automa?cally. You then need to confirm the language of the
document, and the language you would like to translate into. Finally, you will then need to select the level of transla?on you require (see a breakdown of our transla?on packages on our website). Once you have selected the level of transla?on a final price is then generated and you will be taken to the payment window.
Stage One
Upload or paste your transla?on
into the order window.
Stage Two
Select source and target
language.
Stage Three
Select the level of transla?on you
require.
Stage Four
Pay using our secure payment
Customer Support
2.3 Using our plaTorm and your personalised dashboard
We have annotated your customer dashboard below. Here you can see the key elements of our pla\orm, namely: order new transla?on, my orders, pending orders, transla?on details, account details, logout. An explana?on of each feature is listed below.
© 2016 LanguageNow Ltd
New Order-
here you will be able to order a new translation.
Pending Orders-
here you will be able to see a list of translations not yet underway.
Your Orders-
here you will be able to see a list of past and present orders.
Your Account-
here you can access and modify your account
preferences.
Translation
Details-Here you will be able to view the complete details of each project.
Logout-
here you can logout of our system.
Customer Support
2.4 Payment
You can pay for your transla?on using a credit or debit card at the point of order. Our system uses an encrypted and secure payment gateway. If you are a business and want to discuss other payment terms, please contact us to discuss your op?ons.
3. Ge7ng Your Completed Transla3on Back
3.1 Viewing and downloading your translated project
Once your transla?on is complete you can securely download the document(s) via the “Your Orders” tab. We will store your translated document(s) for a period of six months in accordance with the data protec?on act unless instructed otherwise.
3.2 How to check the status of your transla3on
When your transla?on is returned to our team, you will be no?fied. Once our QC staff have checked it , and deem the quality high enough, your transla?on will be uploaded to the transla?on details tab. You can opt in or out of no?fica?ons at any ?me.
3.3 Reviewing your transla3on
All customers have the opportunity to review transla?ons before approving them. If a transla?on is not reviewed by the customer within 120 hours, the transla?on will be automa?cally approved. If you feel that there are quality issues with the transla?on, you can request correc?ons from the translator. If there are further problems with the transla?on, you have the op?on of either rejec?ng it and reques?ng a full refund or passing the work on to another LanguageNow translator, for free. A rejec?on request is approved if we find that the quality of work does not meet our standards.
Customer Support
3.4 Our feedback procedure
If you have any feedback or our system is not func?oning as suspected we would like to hear from you. Simply click on “Feedback” in your dashboard and follow the simple process.
4. High-volume Word Counts, Contract Work and Our API.
4.1 How do we cater for large volume word counts?
We regularly undertake large volume projects, and have worked with some of the largest companies in the world. We are specialists in project management and our customer support team are on-hand 24 hours a day.
4.2 Do we offer a volume discount?
Yes. For projects consis?ng of 5,000 words or more we offer compe??ve discounts. Please contact us directly to discuss your op?ons. 4.3 What is our capacity?
Our individual translators are expected to to translate 3,000 words per day. The lead-?me can however be influenced by other factors such as: the technicality of the language, the amount of formabng required, and any ongoing revisions you may require. If ?me is of the essence we can split the workload over a group of translators to reduce the turnaround ?me.
4.4 How can we implement the LanguageNow API?
We are currently developing our LanguageNow Applica?on Programming Interface (API). Please contact us for more details.
Customer Support
5. Your Account
5.1 Your details and preferences
Changing your details is very simple. Simply click on “My Account” in your dashboard and amend the necessary details. Here you can also change your preferences, notably op?ng in or out of email no?fica?ons, and preferred methods of contact.
5.2 Upda3ng payment details
We do not hold any of your payment details on our system. You can update your payment details when it comes to ordering via our secure payment gateway.
6. Terms and Condi3ons
6.1 Engaging us to carry out a transla3on
By engaging LanguageNow to carry out a transla?on you agree to our terms and condi?ons. Our terms and condi?ons are available to download on our client support page.
6.2 Privacy and confiden3ality
We take privacy and confiden?ality very seriously. Your contact details are kept on a secure and encrypted server, and your informa?on will never be given to a third-party without prior wrieen consent. By uploading work on to our pla\orm, any documents received are immediately subject to our
Customer Support
privacy and confiden?ality terms. Before a translator accepts any work, he or she must agree to our privacy terms and any Non Disclosure Agreement (NDA) that has been agreed to prior. We only hold translated material for a fixed period of 6 months before it is deleted from our system, unless requested to do otherwise.
6.3 Cancelling an order
If you wish to cancel an order, you must do so before the transla?on begins. Once a transla?on has begun, we will not be able to offer a refund unless the quality of the transla?on is deemed to fall below the expected standard, or if the transla?on is not completed before the quoted ?me.
6.4 Refunds
In the rare event that the completed transla?on falls below our accepted quality levels, or if we are not able to complete your project, we will be happy to issue a full refund.
6.5 Closing your account
We never like to see any one go, but closing your account is simple. Simply login to your account and select delete account in your preferences. If there is anything we can do to improve your experience before you leave, we would be grateful to hear from you.
7. Troubleshoo3ng
7.1 My payment card is being declined
Firstly, double check that you have entered your card details correctly and that the card you are using is valid and has not expired. If the problem persists there may be an issue with our payment gateway. If the issue is not rec?fied please contact our support team at [email protected] and we will endeavour to help you.
Customer Support
7.2 Why is there a difference in word count vs my so`ware?
We use the latest OCR soiware to generate word counts. Certain files (low quality scans) are harder to read, so discrepancies between soiwares may appear. If you disagree with the word count our system generates please contact our team and will asses the word count visually.
7.3 Complaints procedure
If you have a complaint about any of our services please feel free to contact our customer support team at any ?me. We take quality and client feedback very seriously and we welcome what our clients have to say.
Contact Us
Support: [email protected] General Enquiries: [email protected]
Accounts: [email protected] Website: www.languagenow.co.uk
