Specifications include, but are not limited to: A language interpretation service. Ensure that information given and received be interpreted accurately on audio and video. This will insure customer and SMUD information is relayed correctly and technical data is specific and accurate. • SMUD normal business hours are 7:00am to 7:00pm PST Monday to Friday. • SMUD call centers will be operated 24 hours around the clock to support power outage calls and will require 24/7 language interpretation support. • Other departments operating on a 24/7 basis and will require service after normal business hours. Ensure interpreters are available in the languages requested for interpretation per the Language Interpretation SLA’s below. Average speed to answer for each language group for service levels will be as follows or less: • Primary Language – Spanish; 30 seconds or less • Secondary Languages – Mandarin, Cantonese, Vietnamese, Russian, Portuguese, Polish, Korean, Arabic & French; 45 seconds or less • Other Languages – All other serviced languages; 60 seconds or less