Service Level Response Times Customer Journey Customer Journey Discovery Onboarding Launch Delivery Quality Registration Quotation Project Management Client Delivery Quality Management - Clients referred to TBW. - 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

New Client On-boarding Process Google Sales team forward client Referral to TBW Magellan Sales & Ops team inbox. Magellan@thebigword.com *Clients can alternatively contact thebigword via our Landing Page once fully operational 1. Referral CIF TBW team register client and conduct initial needs assessment covering service requirements, target audience & quality expectations (glossary, style guide, instruction material), and billing information. 2. Welcome & Registration T&C’s 3. Walkthrough & profile set-up Customer walkthrough & demo of TBW systems. Client receives on-boarding pack and sets-up their TMS profile.[Customer Landing Page for TMS user guide &video] 4. Request quotation Client requests quotation: - selects service type, uploads files and inputs desired delivery date. *Updated client on-boarding packs including user-guides and marketing collateral will be available by early February’19 in line with latest company branding and revised process steps.

Magellan Service Comparison – Current vs New Magellan Existing Services (Smartling Platform) Review (Monolingual) Basic Standard Premium Premium Plus Monolingual review of previously translated content Machine Translation & Post-edit (MTPE) Recommended for translation of low visibility, high volume content & internal use e.g. short descriptions. Translation-only Recommended for informative content of low to medium visibility e.g. Help Content, FAQ pages. Translation + Proofreading Recommended for medium to high visibility translation needs. e.g. website, app strings or UI. Translation, Editing, Proofreading Recommended for high visibility and brand sensitive or regulated content, marketing pages, legal text website headlines. thebigword Services (TMS Platform) Proofreading Quick Project Translation Translation + Proofreading *Translation, Proofreading + Repeat Review Regional Variants - Translation Bespoke Services Monolingual review of previously translated content Machine Translation & Post-edit (MTPE) Translation-only Translation, Editing, Proofreading *Client adds notes in free text field during upload Adaptation into regional language variant. Custom Solutions: CMS Integrations Multimedia Services (Voice-Over, Typesetting, Graphic Localisation) SEO Transcreation

Linguist Instructions Quality Throughout the Value Chain Client Discovery Needs assessment & scope definition. Understand quality expectations, purpose & intended audience. Gather brand information & company values. Request legacy content & reference material. Identify client sponsors or country reviewers involved in project. Client Preferences For a consistent set of projects or large one-off project ensure glossary and styleguides are available covering client-specific preferences. Where not available consult with client to create from scratch. Where unique or bespoke requirements exist, translation-sampling is also optional. Linguist Selection Understand specialism and specific content type for client. Select linguists who are experienced and specialised in the field of expertise required by the client. Linguist Instructions Ensure all client preferences are fully documented in easy-to-read and concise instruction material for the linguist. Provide QA checklist for completion by linguist. Hold kick-off call between TBW team, linguist, and/or client where required to ensure key points are emphasised prior to project-launch. QA Checks All linguists to complete & self-certify 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.

Quality Escalation Process Client Feedback Feedback submitted by client to TBW team (service, delivery, quality). Client acknowledgement sent within 24hours by TBW team and feedback ticket created in Complaint Management System. Investigation launched via Service Excellence team and Google Quality Manager. SLA = upto 1 working day Investigation & Root Cause Analysis Gather client feedback, understand & document concerns. Share with original linguists for feedback & amendment (where necessary). Depending on impact, severity and complaint type, carry out an independent QA for an objective assessment. Identify & document root cause Resolution & Preventive Measures Following RCA, determine resolution & preventive measures. Deliver client resolution & share report summary on RCA & preventives. Implement future preventive measures (team, process, linguist, client). Include in monthly trend analysis. 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 Complaint procedure