The following terms apply to ALL Service Categories:
Business Day(s) – The official working days of the week to include Monday through Friday. Official working days exclude State Holidays (see definition of “Normal State Business Hours” below).
Continuously Available - Provision of translation services on a 24-hours per day, 7 days per week, 365 days per year basis (366 days in a leap year).
Core Languages - A specified group of mandatory languages within each service category. Offerors shall be able to provide Continuously Available services for all Core Languages within each service category for which it proposed. (See RFP Section 2.2)
Non-Core Languages - Languages not specified as Core Languages.
Normal State Business Hours - Normal State business hours are 8:00 a.m. – 5:00 p.m. Monday through Friday except State Holidays, which can be found at: www.dbm.maryland.gov – keyword: State Holidays.
Observed Holidays - The following are the Observed Holidays from the Statewide Language Interpretation Services RFP. Each holiday will start at 12:00 a.m. and end at 11:59 p.m. on that day: New Year's Day; Birthday of Dr. Martin Luther King, Jr.; Presidents' Day; Memorial Day; Independence Day; Labor Day; Columbus Day; Veterans Day; Thanksgiving Day; Christmas Day.
Requesting Agency or Entity - The specific State government agency, Maryland nonprofit entity or non-State of Maryland government entity requesting telephonic, On-Site and/or written document translation services.
Requesting Agency or Entity Representative - A Representative of the specific State government agency, non-State of Maryland government entity, or authorized Maryland nonprofit entity serving as the contact person for billing and all other purposes related to the request of telephonic, On-Site and/or written document translation services. A Requesting Agency/Entity may designate more than one individual authorized to initiate requests.
User ID - The identification code assigned by the Contractor to the Requesting Agency/Entity for billing and contact purposes for telephonic, On-Site and/or written document translation services.
Validated Complaint – A complaint investigated by the Contractor in which the Contractor determines that its interpreter/translator has misinterpreted the overall meaning/context of the Source Language or dialog of the individual who is being interpreted or translated, or has not adhered to appointment times, or other rules of interpretation/translation as provided in the Interpreter Manual. See RFP sections 2.3.6, 2.4.7, and 2.5.4.
