Premium Support.
For teams that run translated calls as a core queue. A faster answer when something breaks, and a person whose job is to make the translation — and the call — better.
What it costs
£500 a month, flat.
Per account, not per user, on top of the platform fee. It doesn't rise with headcount or with minutes.
It is a 12-month commitment: 12 monthly payments, and the first is for the month you start in. After the term it runs month to month until you cancel. Standard support is part of the platform fee and stays part of it.
An account admin adds it on the Billing page of the portal, when a card is added or at any time after.
Service levels
Three severities, defined here rather than argued about during an incident.
| Severity | What it means | Standard | Premium |
|---|---|---|---|
| Severity 1 | Translation is down for every agent. | 1 working day | 1 hour, 24 hours a day, every day |
| Severity 2 | Translation is degraded, or down on one platform or in one language. | 1 working day | 4 working hours |
| Severity 3 | A question, or a change you'd like made. | 1 working day | 1 working day |
These are first-response times: how long until a person who can act on it replies. They are not fix times. Some faults sit with your call platform or your translation supplier, and we won't promise a fix on someone else's system. Working hours are Monday to Friday, 09:00 to 17:30, UK time.
How you reach us
Standard: email and the help centre.
Premium: a named contact and a shared channel, as well as email.
Managing translation quality
Machine translation is sometimes wrong. On a core queue, somebody should be watching where.
Terminology, kept current.
Your product names, your plan names and the terms your agents actually say, set up for each language and reviewed when your catalogue changes. A mistranslated product name is the most fixable complaint about a translated call.
The right engine for each language.
You bring the key, so you can change the engine. We try your real language pairs on DeepL, OpenAI and Gemini, tell you which to send each language to, and tell you when that answer changes.
A quality review every quarter.
What went wrong, in which language, and what we changed. It is built from what your agents flag and from the settings we can see. We don't store your call audio or your transcripts, so we don't review calls behind your back.
Managing the customer experience
A translated call is a different call. The delay, the synthesised voice and the disclosure all change how it feels at both ends.
What your callers are told.
Wording for the notice that their voice is translated by a third party, where to put it, and how to make it opt-in if you'd rather ask.
Coaching for your agents.
Shorter sentences. One question at a time. When to read the transcript, and when to switch translation off. Small habits that change how a translated call lands.
A service review every quarter.
Usage by language and by queue, where translation was put on hold or switched off, and what to change next — with someone who knows your account.
Hypercare at go-live
For the first 14 or 30 days, your admin can switch on a hypercare period. While it's on, the desktop app sends us its usage record — audio dropouts, delay, error codes, crashes — so we can see how your calls actually ran, not only that they happened.
It carries no audio and no words from a call. Every agent sees a notice first, the period ends by itself, and we keep the events for 30 days.
Any account can switch it on. With Premium Support, someone is reading it.
What it isn't
It isn't a certified interpreting service, and it doesn't make Taiwa suitable for regulated calls. It isn't a promise about your supplier's uptime or accuracy — that is their contract with you. And it isn't required: plenty of teams will run on standard support.
Add it when the queue matters.
Tell us your languages, your platform and your hours. We'll tell you whether Premium Support is worth it for you, or whether standard is enough.