This document describes the overall process for supporting technology partners as they integrate with the Lionbridge Content API. Since the Lionbridge Content API is designed to be self service and developers can self-provision their own sandbox accounts, the partner can use as much of this program as desired. At a bare minimum, we should discuss the following topics:
- How user accounts will be managed.
- Content formats that will be sent through the API.
- Speed/Quality/Price preferences.
- The method of payment for translation projects.
The full process involves 3 phases.
Phase 1: Developer Introduction
An initial consultation meeting will be set up with you and the Lionbridge team to introduce the Lionbridge translation and localisation service. In this meeting we will cover:
- An overview of our Lionbridge onDemand services and site features
- Technical support available from Lionbridge for integrating the services
- Operational support processes in place offered by Lionbridge (incl. customer support)
- Types of content that will be sent through the Lionbridge Content API
- Payment methods that will be used to pay for projects
Phase 2: Developer Support
After the initial introduction process is complete, your development team can start to familiarize themselves with the API documentation and read through recommended knowledgebase articles. Questions can be submitted through the support portal.
Developer Support Highlights
- Technical and user interface design review
- Support request response time within one working day
- Interaction with support available in English and German
Milestone - service goes live
Phase 3: Production Support
When your integration with the Lionbridge Content API is completed and tested, Lionbridge will schedule a call to introduce the production support program. During this call, Lionbridge will introduce the support team and walk through how to submit support requests.
Production Support Highlights
- 24/7 system monitoring and on-call system support team
- High urgency requests (outages) responded to immediately
- Medium urgency requests (slow performance, data issues) responded to within 12 hours
- Low urgency requests (quality issues) responded to within 24 hours