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Frequently Asked Questions

1. WhoisLionbridge?....................................................................................................................................2 2. WhatisFreeway?.......................................................................................................................................2 3. WhatisTranslationWorkspace?.........................................................................................................2 4. HowdoIregisterforaFreewayaccount?.......................................................................................2 5. HowdoIsubmitprojectsfortranslationthroughFreeway?..................................................3 6. Whatarereferencefiles?WhenshouldIincludethem?...........................................................6 7. I’mhavingtroubleuploadingtoFreewayandthefile(s)istoolargetoemail.Does

FreewaysupportlargerFiles?...............................................................................................................7 8. Whatfiletypesareacceptableforuploading?...............................................................................7 9. HowdoIpickupmyprojectfromFreewayonceitiscompleteandI’vebeennotifiedthattheprojectisavailableviaFreeway?.......................................................................................8 10. WhenisProofreadingnecessary?.......................................................................................................9 11. WhenIsubmitaPDFforProofreadingdoIneedtocreateanewOrder?........................9 12. WhatshouldIdoifI’vealreadysubmittedaprojectbutIhaveadditionalfilestouploadforthatproject?........................................................................................................................11 13. WhatshouldIdowhenIreceiveaQuoteNotificationemailthatreads:.......................12 14. HowwillIpayfortranslationprojects?........................................................................................13 15. Whendoestranslationbegin?WhenIsubmittheprojectorwhenIapprovethequote?...........................................................................................................................................................17 16. Multiplelanguages:IfIwishtohaveonedocumenttranslatedintoseverallanguages,doIsubmiteachlanguagepairseparately?.........................................................17

17. CanIrequestmultipleservicesforoneproject?.......................................................................17 18. Thesystemwillnotacceptmyusernameorpassword.Whyisthis?..............................17 19. IhaveaprojectthatwastranslatedbyapreviouslyapprovedtranslationagencycanIsendittoLionbridgeforValidation?...........................................................................................17 20. IhaveaprojectthatwasalreadytranslatedbyLionbridgethatneedstobereprinted.DoIneedtoobtainanewLionbridgeTranslationCode?...............................17 21. WhatshouldIdowiththeTranslationCodeonceIhavereceivedit?.............................18 22. Arethereanyfreetrainingclassesavailable?WherecanIfindascheduleandsignup?..........................................................................................................................................................18

23. WherecanIgetapricingguide?......................................................................................................18 24. WhocanIcontactatLowe’sifIneedassistancewithTranslations?...............................18 25. WhocanIcontactatLionbridgeifIneedassistancewithTranslations?.......................18 26. Canyoudefinesomeoftheterminology?....................................................................................19 27. WhatdoIdoiftheaccountrepforFreewayleavesthecompany?...................................19 28. Howcanthecompanysavemoneyontranslationcost?.......................................................19 29. Howtosearchforaproject?..............................................................................................................19

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1. Who is Lionbridge?Lowe’s has selected Lionbridge to be their primary translation provider. Lionbridge is the world’s leading provider of language, content and technology outsourcing services. Their global team of 4,300 employees across 25 countries, and network of 25,000 independent partners enable their clients to develop, release, manage and maintain their enterprise content and technology applications globally.

2. What is Freeway?Freeway is Lionbridge’s online service delivery platform. Access to Freeway’s collaboration features and language technology is free for Lowe’s clients and translators. Using Freeway, our clients can initiate and track translation projects, collaborate with their project teams, manage linguistic assets, and generate enterprise budget and status reports. Built upon the Logoport language management system, Freeway can support thousands of concurrent users ensuring greater productivity and consistency among your project teams. Freeway is an on-demand, web application enabling immediate addition of new users and simultaneous release of new features to all users.

3. What is Translation Workspace?Translation Workspace™ is a centralized, internet-enabled language asset management system with Translation Memory and Master Glossary capabilities. This is where Lowe’s will store the Lowe’s Master Glossary as well as archive translations in order to ensure consistency.

4. How do I register for a Freeway account?On the www.loweslink.com home page click on <New Partner Information> click on the <Translations> link, then click on < New Lowe's Vendor: Click here for Registration> under Introduction to Lionbridge & Freeway. Once directed to the Lowe's Vendor Registration Form, click <Open a New Freeway Account> Complete this form and submit it. Once you have submitted, a representative from Lionbridge’s team will contact you within 3 business days (EST) via email. A notification will be sent to you allowing you to set your account username and password. It is encouraged that you go ahead and set up an account even if you do not currently have any projects needing translations. Please do not try to set up an account via the Freeway homepage. You must use the Lowe’s specific Lowe’s Vendor Registration form on LowesLink.com. If you are having trouble accessing the <Lowe’s Vendor Registration>, please email lowes.registration@lionbridgemontreal.com and request that your account is set up manually.

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5. How do I submit projects for translation through Freeway?

You can submit your work anytime through a custom-configured online interface, known as Freeway, which will guide you through a project submission. Upon creation, your project manager is notified via email, and the project’s progress can be tracked through the portal.

To create a project, use the username you received from the Freeway Team and the password you setup, go to LowesLink®, click <New Partner Info>, go to the <Translations tab> and under <Translations>, click on <Freeway Login>, the Freeway Homepage will appear, and you will be prompted to login. Then click on <Orders>.

1. Click on <Orders>

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2. Click on <Request a Quote>

3. Select the appropriate Order Type (click right for Custom Order Type, whichallows for services beyond those listed here)

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4. Give your project an Order Name, add Instructions (if needed), End Dateand enter your Payment Information. Add the required languages using the AddMore button. If you need to remove a language, click on the X next to theselection.

Services are pre-selected depending on the Order Type you have chosen.

Select the appropriate Analysis Codes using the drop down menus.

In the Files section, browse for the files that you would like to upload using the Select More Files button. Your files should be all zipped together. To see what types of files can be uploaded, see Section 4.

Any reference files can be uploaded using the Select More Files button in the Reference Files section. Reference files are any supplementary materials that will help the translators understand the subject matter through pictures or previously approved translations.

**Please indicate realistic turnaround times. If you would like for your project to be rushed please type <RUSH> in the Order Name field along with your project name. Depending on availabilities Lionbridge might be able or not to provide rush services.

5. Once you have filled in the form, in the top left hand corner you can Submit,Save a Draft or Cancel the Order.

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If you Cancel, this will completely delete the Order. Save Draft allows you to come back to the Order and add information and/or submit at a later time. When you click on Submit Order, you will be given a summary to review before your submission if final. If you wish to make changes, click on Make Changes or if you are ready, click on Confirm & Submit.

Once the submission has been made, you will be given the option to Add another Order or View Order Details of the current submission

For projects requiring detailed instruction or discussions with your account team please call the Lowe’s Vendor Hotline manned by a Lionbridge Lowe’s dedicated Project Manager during regular business hours (EST) 514-815-1270 or email lowes.mtl@lionbridge.com

6. What are reference files? When should I include them?Reference files are any supplementary materials such as a PDF or images that will help the translator better understand the subject matter of the translations. For example: if the translation is a description of a riding lawn mower then it will help the translator if an image of the lawn mower is uploaded as a reference file. If you are requesting translations only- not desktop publishing – then it is always best that you upload the translations in a two-column word document and always upload a PDF of the project as a reference file.

Any reference files should be uploading the in the Order submission form using the Select More Files button in the Reference Files section.

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7. I’m having trouble uploading to Freeway and the file(s) is too large toemail. Does Freeway support larger Files?Freeway supports files up to about 1 GB. You can compress larger files to speed up file upload time. If you are having difficulty uploading a file you may use Lionbridge’s FTP Site. If you choose this option, make sure you email a Lionbridge Project Manager at lowes.mtl@lionbridge.com to let them know that you are uploading the file via the FTP site.

Please contact lowes.mtl@lionbridge.com if you need access to an FTP and you will be given your FTP login.

8. What file types are acceptable for uploading?For Translation, the most used file format is MS Word document. Any other file format (editable PDF, Excel or PowerPoint) will require file preparation, the cost of which will be added to the estimate as Desktop Publishing (DTP).

Should Desktop Publishing not be required, Lionbridge will typically return the translation in a 2-column MS word document.

For Proofreading (DTP Review), Lionbridge requires an editable PDF. Lionbridge will return an annotated PDF.

For translation and Desktop Publishing, please submit source files along with PDF(s). Lionbridge will return the file in the same format as the original files. If

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the final file will include the English and localized copy, please clearly indicate where the translation should be placed. When Lionbridge performs the DTP, the DTP Review will be completed at the same time and translation code will be provided without a separate DTP Review Cycle.

9. How do I pick up my project from Freeway once it is complete andI’ve been notified that the project is available via Freeway?Once Lionbridge has completed the translation or proofreading of your project submission, it will be delivered back to you through Freeway. Process Deliveries can be retrieved from Freeway by either of the following methods:

1) Once your project is complete you will receive an email from a LionbridgeProject Manager indicating that you can pick you project up on Freeway.You can click on the link in the delivery email and that will take you to theproject in question. You can then retrieve your delivery from the DeliveredFiles tab,

or-

2) You can go to any projects with deliveries available by clicking on the widgetfor Available deliveries on the Overview tab of the Orders section. This willthen take you to a list of projects with deliveries available

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10. When is Proofreading necessary?Proofreading is an important step in the translation process in that it ensures that all translated text has been properly placed into the document. Proofreading is mandatory on every project and is conditional on receiving your LB code. There is a charge of $55/hour for proofreading, which is included in every quote. Also note it is mandatory to submit your proofreading request within 3 weeks of Lionbridge having delivered to you their initial translation. Late proofreading submissions after the 3-week period has passed will result in additional charges. If Lionbridge completes the translations as well as the desktop publishing, then there is no need for proofreading since Lionbridge includes this service in their desktop publishing rates. .

11. When I submit a PDF for Proofreading do I need to create a newOrder?Yes, but at no extra charge as proofing costs are bundled in with your initial Order for translation. When you are ready for proofing:

• Click on Orders

• Click on Create a new order

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• Select the Proofing Order type

Give your request an Order Name. Please use the following naming scheme: Proofreading_ [ Order Number of the original translation request]. Add Instructions (if needed), End Date and enter Payment Information as N/A. Add the required languages using the Add More button. If you need to remove a language, click on the X next to the selection.

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All services for Proofing are pre-selected.

Select the appropriate Analysis Codes using the drop down menus.

In the Files section, please submit files in the form of editable PDF. Lionbridge will annotate any changes necessary and return the PDF along with the Lionbridge Code via Freeway.

Reminder: It is mandatory to submit your proofreading request within 3 weeks of Lionbridge having delivered to you their initial translation. Late proofreading submissions after the 3-week period has passed will result in additional charges.

12. What should I do if I’ve already submitted a project but I haveadditional files to upload for that project?Once the project goes to production, any changes or additions in scope usually need to be managed through submitting a new Order. However, check with your Project Manager first of all and they can advise you of the best way to submit your changed/additional scope.

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13. What should I do when I receive a Quote Notification email thatreads:

Once the Lionbridge project manager has completed the quotation in the system and e-mail will be triggered.

You can click on the link below which will take you to the Freeway portal and your quote.

The screen below shows you the Order Details page where you can review the project details and approve your quote.

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Finances tab: gives the quote amount as well as the full breakdown

Accept: clicking here means you accept the quote. Once done, an e-mail notification will be sent to the project manager who will proceed with the project

Request Rework: clicking here will open a Request Rework box for you to add comments. Once done, an e-mail notification will be sent to the project manager who will proceed to follow the instructions provided and will return a new quote.

Decline: If you no longer wish the project to be done by Lionbridge click on Decline. Once done an e-mail notification will be sent to the project manager and the status of your project will be changed to Lost in our system and will disappear from your Order list.

Warning: once Declined a project cannot be revived.

*NO TRANSLATION PROJECT WILL BEGIN UNTIL THE QUOTE IS ACCEPTED

14. How will I pay for translation projects?

An e-mail will be sent to you in order to allow payments to be processed once you approve your quote. With your credit card at hand, simply click on the link and you will be taken to the PayPal payment page. Please note that you have the option to pay through your PayPal account or with a credit card.

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Clicking on the link will take you to a page like the one below, indicating the amount to pay. You do not have to have a PayPal account to make your payment.

To process money transfers using your existing PayPal account, Log In to your PayPal account to process payment. -OR- If you don’t have a PayPal account, you simply pay by Credit card through the Pay withDebit or Credit Card link and it will take you to the form below. If you are using creditcard, simply fill in the information to process your payment.

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If you are using credit card, simply fill in the information to process you payment. In order to process money transfers, please login to your PayPal account to process payment.

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For information regarding PayPal go to: www.paypal.com

PayPal Support

Finally, PayPal offers an online support service, to access this service click on Contact. Note that you will be required to create a PayPal account to use this service.

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15. When does translation begin? When I submit the project or when Iapprove the quote?Translation of your project does not begin until you have approved the quote. Please allow time for Lionbridge to create the quote depending on the size of your project. Processing the quote is not included in the turn around time.

16. Multiple languages: If I wish to have one document translated intoseveral languages, do I submit each language pair separately?No, this is not necessary. Simply select multiple languages when submitting a project online. You do not have to submit the same project multiple times for each language that needs to be translated for one project.

17. Can I request multiple services for one project?Yes, you can click all the services necessary in order to complete the project.

18. The system will not accept my username or password. Why is this?First-time users of Freeway do not have a username and password. These are issued only when an account has been set up. To sign up for an account, go to http://freewayregistration.lionbridge.com/lowes/ Select the appropriate option depending on whether you are a new company, or a new user for an already registered company.

19. I have a project that was translated by a previously approvedtranslation agency can I send it to Lionbridge for Validation?Lionbridge is not allowed to validate translation done elsewhere. In order to ensure that the translations are consistent with Lowe’s Master Glossary and Style Guide, Lionbridge will need to retranslate everything following the steps of any other translation project.

20. I have a project that was already translated by Lionbridge that needsto be reprinted. Do I need to obtain a new Lionbridge TranslationCode?If there have been changes or updates to the text then yes, you will need to resubmit the document so that it can be re-translated and proofread by Lionbridge. Be sure to always include the translation project number in the special instructions. If there have been no changes to the text and the material is simply going to reprinted, just as it was before, or if only the layout and images was changes then there is no need to obtain a new Lionbridge Translation Code.

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21. What should I do with the Translation Code once I have received it?If you are submitting signage or brochures for Store Environment review, then the Translation Code needs to be provided in its corresponding field on the SET Request Submittal to your SET Project Manager.

22. Are there any free training classes available? Where can I find aschedule and sign up?Yes. Lionbridge offers monthly live training upon request. If you wish to attend a live training, please contact us at lowes.mtl@lionbridge.com. Meanwhile all users can view the generic pre-recorded trainings on Freeway by logging in and going to the Request Support tab of the Portal area. Then click on Pre-Recorded Introduction to Freeway Training in the Support Links section at the bottom of the page like in the screenshot below:

23. Where can I get a pricing guide?PRICING: Please email lowes.mtl@lionbridge.com to request a Pricing Guide

24. Who can I contact at Lowe’s if I need assistance with Translations? Sheila Rivera 704-758-4456 translations@lowes.com

25. Who can I contact at Lionbridge if I need assistance withTranslations?The easiest way to contact the project management team at Lionbridge is by using the email alias: lowes.mtl@lionbridge.com. This ensures that a member of the team answers your email in a timely manner. Please note that all projects must be submitted via Freeway and not via email. You can also reach the Lionbridge team via the Lowe’s Translation Hotline at 514-815-1270.

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26. Can you define some of the terminology?Cultural Adaptation: The process for adapting copy that is more complex than simply translating. An example would be the translation of a tagline that involves a play on words.

Formatting (Desktop Publishing): Desktop publishing is a service offered by Lionbridge that will ensure that your translations are placed properly. Lionbridge will put the translations into the layout so that the project is complete upon delivery.

Graphic/Screenshot Manipulation: Context extraction or manipulation of graphics overlay. Typically, in Adobe Photoshop or Illustrator.

Review: Proofreading is when Lionbridge does the translations and a 3rd party does the DTP (see above definition for clarification of DTP). Lionbridge will proofread the final product in order to ensure that the text has been placed into the layout properly.

27. What do I do if the account rep for Freeway leaves the company?Make sure you have 2 registered users (Main user and a back-up user) who will have access to your company’s Freeway account. This will ensure that some from your company will always have access to your account.

28. How can the company save money on translation cost?Bundle your translation requests into 1 request. This will provide a cost savings for your company. For example, up to 500 words the translation cost for Spanish is $45.

29. How to search for a project?In order to search for a project submitted in the new Orders platform, go on the Orders section in the top navigation and select the Orders tab.

Click on the Filter button on the right hand side. Then enter the project number into Order ID field on the left. There you can search by the name of the Order or

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by the Order ID. Also, select Closed and Completed orders to include those in your search.

In order to search for a project submitted in the legacy Projects platform, go on the Orders section in the top navigation and select the Overview tab. This will take you to the legacy Projects platform for you to search and retrieve as needed.

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