New Client On-boarding Process Please contact thebigword for all new enquiries: Magellan@thebigword.com 1. Enquiry Our team will register your company details and conduct a needs assessment covering: service requirements, target audience & quality expectations (glossary, style guide, instruction material), and billing information. 2. Welcome & Registration 3. Walkthrough & profile set-up We will show you how to submit your quotation request using thebigword’s systems. http://landing.thebigword.com/ 4. Request quotation Once you are set-up in our Translation Management System (TMS) you will be able to submit your quote request by uploading your files and selecting the services & due date you require.

Your Customer Journey with thebigword Discovery Onboarding Launch Delivery Quality Registration Quotation Project Management Client Delivery Quality Management - Customer-welcome & registration. - Needs assessment, service & quality requirements. - Walkthrough & Demo. - Receipt of enquiry - Service selection & content upload. - Quotation of costs & TAT Payment options. - Project coordination - Status updates - Query management - Delivery of translated content back to client. - Quality Measures, - Receipt & handling of client feedback. - Process Improvement. Service Level Response Times Quote within: 24 hours (simple) 48 hours (complex) *may require longer for bespoke solutions/consultations Client feedback: Acknowledged within 24 hours. Corrective action & investigation within 5 working days. Client enquiry acknowledged within 3 hours

Linguist Instructions Quality Throughout the Value Chain Client Discovery Our team will conduct a needs-assessment with you to define the project scope. Our aim is to understand your quality expectations, purpose of translation & intended audience. We will ask you regarding brand information & company values and may request legacy content & reference material for our linguists. Where feasible we will ask you to identify client sponsors or country reviewers who are to be involved in the approval of the final translation. Client Preferences For a consistent set of projects or large one-off project it is advisable to create a glossary and style guide covering client-specific preferences. thebigword can work with you to create these materials where not already available. Where unique or bespoke requirements exist, translation-sampling is also optional at the early stages of a project. Linguist Selection Our project management team will match your requirements and specific content type with specialist linguists who are experienced in the relevant field or expertise. Linguist Instructions thebigword will take steps to ensure all client preferences are fully documented in easy-to-read and concise instruction material for the linguist. To ensure client instructions are followed a QA checklist will be sent to the linguist for completion as part of the project request. To help clarify project requirements optional kick-off calls between thebigword’s team, linguists, and the client may be offered to clarify preferences & instructions. QA Checks All linguists are required to complete & self-certify their work prior to delivery. This includes all QA checks were performed (grammar, spelling, terminology, style, consistency, application of reference material, glossaries & style guides. Verification of above via independent linguists where additional process stages requested by client. *Post-project feedback incorporated into future instructions & fed back to linguists for reference.

Feedback Process Client Feedback Investigation & Root Cause Analysis Should you have any feedback regarding your translation or experience with thebigword, kindly direct this to our designated email address: Magellan@thebigword.com Our team will respond to your concerns within 24hours and a feedback ticket will be created in our Complaint Management System where it will be investigated by our Service Excellence team and Quality Manager. SLA = upto 1 working day Investigation & Root Cause Analysis As part of our investigation we will take steps to gather your feedback and document your concerns. Translation feedback may be shared with the linguists for review & amendment (where necessary). Depending on impact and nature of the feedback we may carry out an independent QA for an objective assessment. We will use this information to identify and document the root cause Resolution & Preventive Measures Following our investigation into root cause analysis we will determine an appropriate resolution & preventive measures. We promise to deliver a resolution to our clients and we will share our report summary on the root cause & preventives with you. SLA = 5 working days to investigate & provide client response. *Client resolution provided ASAP but dependent on nature of issue and project scale. ISO 9001:2008 certified