FAQ · five categories
Every question we hear.
Twenty answers in five categories. Anything missing? The form at the bottom of the home page goes to a solutions lead who replies within one working day.
01General
General.
4 questions
Average match under three seconds; ninety-nine percent of global sessions answered within eight. Emergency queue under two. Scheduled and specialty requests confirmed within twelve minutes with interpreter name.
Three hundred plus spoken, regional and rare languages, plus BSL, ASL, ISL, AUSLAN, NZSL, LSF, DGS, JSL, KSL, LIBRAS and more. Rare-language requests escalate to a specialist queue with global fallback.
Yes. Native iOS and Android apps, tablet-optimised. Browser fallback exists but ninety-two percent of sessions start on mobile. Offline queue resumes on reconnect; biometric auth on supported devices.
Sixty-two countries directly; one hundred and fifteen via partner edge. UK, EU, US, Canada, Australia, New Zealand and APAC have dedicated regional support teams. Africa and LATAM via dedicated edges.
02Pricing & Billing
Pricing & Billing.
5 questions
Per-minute for on-demand; per-session for scheduled. No minimums, no setup fees, no agency mark-up. Recording, transcription and translation are itemised. Quote includes all SLAs and surcharges in writing.
Yes. UK public sector via CCS RM6141 and NHS SBS. EU via DPS frameworks. US via GSA Schedule. NGO and charity tiers available for registered non-profits with reduced rates.
GBP, EUR, USD, CAD, AUD, NZD, CHF, SGD, AED, JPY by default. Local invoicing in twenty-two more on request. VAT handled per jurisdiction.
We pilot with ten complimentary sessions for qualifying organisations. The pilot includes a solutions lead, a routing review, and an executive read-out at the end. Most pilots convert in week two.
Monthly consolidated invoices with per-cost-centre breakdown. CSV and PDF exports per session, per department or per ward. Direct integration with Coupa, Ariba and SAP Concur on request.
03Security & Compliance
Security & Compliance.
5 questions
UK, EU, US or APAC residency chosen at onboarding. Recordings (where enabled and consented) retained for thirty days then auto-purged. Cross-border transfers require explicit consent and SCCs.
GDPR (DPA), NHS DSPT, Cyber Essentials Plus, HIPAA (BAA), ISO 9001 and PCI DSS SAQ-A are live today. ISO 27001 is on roadmap for Stage 2 audit Q3 2026; SOC 2 Type II audit Q4 2026. Full certificate library on the compliance page.
NRPSI registration or DPSI / DPI / NAJIT / AIIC equivalent, enhanced DBS or local-jurisdiction background check, specialty references and a graded onboarding assessment. Continuous QA via sampled session review.
Only with consent from both parties. Recordings encrypted at rest (AES-256) and in transit (TLS 1.3). Retention default thirty days, configurable per client. Access logs immutable.
Seventy-two hours from confirmation, per GDPR Article 33. We notify the controller's DPO, log the incident in the immutable audit trail, and publish a post-mortem within ten working days.
04Technical
Technical.
4 questions
Yes — embedded request widgets for Cerner, EPIC, SystmOne, Salesforce Health Cloud, Clio and Microsoft Dynamics. Custom REST API for bespoke integrations. SSO via SAML or Microsoft Entra.
Multi-region AWS with global edge via CloudFront. Active-active in two regions per residency tier. Media via WebRTC with TURN fallback. P50 latency under one hundred and eighty milliseconds globally.
99.97% rolling twelve-month, measured at the user-facing edge. Service credits and an executive incident report for any breach. Status page at status.ondlingua.com.
Yes. A field-mode app falls back to audio-only at 24 kbps and resumes from offline queue on reconnect. Tested with NGO field teams over satellite uplinks.
05For Interpreters
For Interpreters.
4 questions
Visit /interpreters and submit the application. We reply within one working day with onboarding window, paid assessment slot and credential checks.
A fourteen-factor router scores availability, language fit, specialty, accent, time-zone and prior client history. You set availability and accept or decline incoming jobs in-app.
Weekly automated invoicing in local currency. PAYE in the UK (optional), self-employed elsewhere. Faster Payments / SEPA / ACH. No agency middleman.
Yes. Two paid orientation sessions plus a graded assessment. Each completed CPD module in-app credits your wallet.