Sorenson Express is a videoconferencing platform that provides on-demand video remote sign language interpreting services to deaf and hard of hearing individuals. Users connect to interpreters by logging into the platform and following connection instructions, without the need to schedule the services in advance.
a. Service Entitlement. Customer may use Sorenson Express for the number of hours set forth on the Service Order (“Monthly Usage”). Customer’s Monthly Usage will be calculated in the aggregate based upon all users authorized on Customer’s account. Any unused hours in the Monthly Usage allotment will not roll over to the following month. Customer will specify the number of logins and/or the specific Sites required for Customer’s use of Sorenson Express. (“Sites” refers to Customer’s use of Sorenson Express at a physical location). Sorenson Express is available 24×7, 365 days per year.
b. Accessing Sorenson Express. Customer may install and use Sorenson Express on any iOS or Android device and additional platforms, as they are made available by Sorenson. Sorenson Express requires connection to computer systems running validly licensed copies of third-party programs over an internet-based wireless network. Customer assumes responsibility for the provision of internet connectivity sufficient to operate Sorenson Express.
c. Fee Structure. Sorenson Express is a subscription-based service. Customer will be invoiced in arrears for the prior month’s subscription and any overages. Sorenson Express usage in any given month in excess of Monthly Usage will be billed at the specified rates according to the Service Order.
d. Setup Fee. Sorenson may charge a one-time setup fee to cover account setup and training, as set forth in the Service Order.
e. Customer Support. Customer support for account or service-related issues is available Monday through Friday, 6:00am – 6:00pm MST. Technical support is available 24×7, 365 days per year. For questions about new service lines, contract renewals, invoicing, etc., email us at [email protected].
Video Remote Interpreting (“VRI”) is a real-time video telecommunication service that uses devices such as web cameras or videophones to provide sign language interpreting services. VRI is used when the deaf and hearing individuals are located in the same room while an offsite interpreter provides interpreting services remotely via the Customer’s platform.
a. Service Entitlement. VRI may be scheduled in advance on an ad hoc basis or as part of a subscription service. Users have the right to access and use VRI on the Customer’s platform for the allotted duration provided in the Service Order. VRI services are available, 24×7, 365 days per year.
b. Accessing VRI. In order to schedule VRI services, Customer will use the link provided in the Sorenson ‘Welcome Kit’ email. VRI services must be scheduled at least two business days in advance in order to avoid rush fees. VRI is offered via Customer’s preferred meeting platform (e.g. Zoom or Teams), and Customer will provide the applicable meeting link to the interpreter via Sorenson’s scheduling platform.
c. Fee Structure. Customer will be invoiced in arrears for the prior month’s usage and any overages. VRI usage in any given month will be billed per hourminute, at the specified rates according to the Service Order. Subscription-based VRI provides the Customer an aggregate amount of hours to utilize scheduled VRI services in a given month, and any usage in any given month in excess of those hours will be billed at specific rates according to the Service Order.
d. Setup Fee. Sorenson may charge a one-time setup fee to cover account setup and training, as set forth in the Service Order.
e. Customer Support. Customer support for service-related issues is available Monday through Friday, 6:00am – 6:00pm MST. For questions about new service lines, contract renewals, invoicing, etc., email us at [email protected].
f. Additional Terms.
i. Notice of Recording Required. Customer must notify Sorenson at the time of booking if Customer intends to video or audio record an interpreter, include an interpreter in any livestream feed, or photograph an interpreter, in each case whether for external or internal use. If Customer fails to provide notice in advance, the assigned interpreter may need to be replaced at an additional expense.
ii. Specialized Interpreting. Specialized interpreting will incur an additional hourly fee and includes, but is not limited to, the following topics, settings, interactions, or requirements: Legal, Trilingual, Mental Health, DeafBlind, Deaf Interpreter support, Customer/Consumer demands or regulatory requirements for unique certifications or qualifications, Customer/Consumer demands for cultural matching, and high visibility service provision (e.g., livestreaming to public).
iii. No Shows. Interpreters will wait up to fifteen (15) minutes for all parties to appear at a meeting. If the meeting participants do not appear without communicating in advance the reason for the delay or anticipated time of arrival, Sorenson will consider the meeting canceled and will bill Customer for the time the interpreter was reserved.
iv. Number of Interpreters. Certain interpreting assignments may require more than one interpreter, such as continuous lecturing for periods over an hour, multi-party meetings, general engagements over 2 hours in length, legal proceedings of any duration, recorded assignments, or in cases where a client does not possess fluency in American Sign Language. In a situation where multiple interpreters are required, Customer is responsible for payment of fees related to each interpreter for the Services provided.
Onsite Interpreting is a specialty service that provides in-person, real-time sign language interpreting to facilitate communication between deaf or hard of hearing individuals and their hearing counterparts. All participants are provided the most interactive and inclusive experience through Onsite Interpreting by allowing discussion without delay and enabling interpreters to convey cultural norms of body language and nonverbal cues face-to-face.
a. Service Entitlement. Onsite interpreting services are provided in-person at Customer’s specified location and can be scheduled for any time, 24×7, 365 days per year.
b. Accessing Onsite Interpreting. In order to schedule Onsite Interpreting services, Customer will use the link provided in the Sorenson ‘Welcome Kit’ email. Onsite Interpreting must be scheduled at least two business days in advance in order to avoid rush fees. Customers must provide the applicable onsite interpreting details to the interpreter via Sorenson’s scheduling platform.
c. Fee Structure. Onsite Interpreting usage in any given month will be billed at the specified rates according to the Service Order. All invoices will be deducted from the Annual Specialty Services Total outlined in the Service Order. Any excess balance will be invoiced annually.
d. Customer Support. Customer support for service-related issues is available Monday through Friday, 6:00am – 6:00pm MST. For questions about new service lines, contract renewals, invoicing, etc., email us at [email protected].
e. Additional Terms.
i. Notice of Recording Required. Customer must notify Sorenson at the time of booking if Customer intends to video or audio record an interpreter, include an interpreter in any livestream feed, or photograph an interpreter, in each case whether for external or internal use. If Customer fails to provide notice in advance, the assigned interpreter may need to be replaced at an additional expense.
ii. Specialized Interpreting. Specialized interpreting will incur an additional hourly fee and includes, but is not limited to, the following topics, settings, interactions, or requirements: Legal, Trilingual, Mental Health, Customer/Consumer demands or regulatory requirements for unique certifications or qualifications, and high visibility service provision (e.g., livestreaming to public).
iii. Over-time. When a specific interpreter is requested by Customer to be available in excess of maximum overtime durations set by local, state, or federal labor law, Customer will incur additional fees for those hours at the same rate of increase as required by those laws.
iv. No Shows. Interpreters will wait up to fifteen (15) minutes for all parties to appear at a meeting. If the meeting participants do not appear without communicating in advance the reason for the delay or anticipated time of arrival, Sorenson will consider the meeting canceled and will bill Customer for the time the interpreter was reserved plus any applicable travel.
v. Number of Interpreters. Certain interpreting assignments may require more than one interpreter, such as continuous lecturing for periods over an hour, multi-party meetings, general engagements over 2 hours in length, legal proceedings of any duration, recorded assignments, or in cases where a client does not possess fluency in American Sign Language. In a situation where multiple interpreters are required, Customer is responsible for payment of fees related to each interpreter for the Services provided.
Sorenson offers its full suite of services to Customers hosting large-scale events as a specialty service. To qualify as an event there must be an audience of: (a) at least 50 total participants (virtual or on-site, in the aggregate) AND/OR (b) concurrent sessions, where multiple interpreters are needed at the same time (e.g. breakout sessions). Examples of events include conferences, musical performances or theatrical performances.
a. Services Terms. The entitlement, access, and other applicable terms will vary depending on the services requested for the Event.
b. Planning an Event. Each Event requires special preparation for the interpreters, as well as coordination support from Sorenson staff. Customer should contact their Sorenson representative to initiate a request for an Event. The Sorenson representative will then provide a quote based upon the details set forth in Customer’s request, and the parties may schedule the Event thereafter.
c. Fee Structure. Customer will be invoiced based upon the quote provided by Sorenson, as set forth in the Service Order. All invoices will be deducted from the Annual Specialty Services Total as outlined in the Service Order. Any excess balance will be invoiced annually.
d. Setup Fee. Sorenson may charge a one-time setup fee to cover account setup and training, as set forth in the Service Order.
e. Customer Support. Customer support for service-related issues is available Monday through Friday, 6:00am – 6:00pm MST. For questions about new service lines, contract renewals, invoicing, etc., email us at [email protected].
Sorenson VRS is only available if you are eligible for VRS and have registered in the FCC’s User Registration Database. The cost of VRS is paid by a federally administered fund. Accordingly, use of Sorenson VRS calling for video conferencing is subject to compliance with FCC regulations and Sorenson’s VRS EULA. Under federal law, you may use VRS only if you have a speech or hearing disability and need VRS in order to communicate. Also, call participants must be in a different location than the other individuals on the call. VRS cannot be used for webinars or with a privacy screen because the interpreter must be able to see the Deaf participant at all times.
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