Localization Vendors

Operating guidelines for localization vendors working in Pixwel — turnaround expectations, asset handling, and changing work request status correctly.

This guide is for localization vendors — the partners who produce localized assets and move orders through to delivery.

Support hours

The Pixwel Platform team operates Monday–Friday, 24/5, with no weekend coverage unless pre-approved. Work requests submitted over the weekend are processed first thing Monday morning.

Turnaround times

Item	Typical time
OV content posting	2–3 hours
OV scripts	4–6 hours
Localized file processing	60–90+ minutes
Drop-dead ingest for launches	6 business hours before embargo lift

Asset handling

• Nightly emails — assets delivered each day are reported in a nightly email around midnight (customizable in notification settings). No email is sent on days with no new assets.
• Special instructions — territorial restrictions and special handling are noted directly on the asset or in the nightly email.
• AE Collects — AE Collects provided to Pixwel are passed straight to the vendor via shared Aspera accounts, dropped into an AE COLLECT folder without renaming or reorganizing.
• Stitching & QC — the vendor stitches per the approved guide. Pixwel verifies files match the agreed specs but isn’t responsible for content QC; content issues go to the originating department.

Recommended notifications to enable: New/Updated Assets, Order Status, Order Discussion Comments, and Order Preview Comments.

Work request best practices

• Don’t move a work request backward in status without justification.
• Post-approval changes require the territory to place a new order — don’t roll back the approved one.
• To remove incorrect final files, contact [e-mail].
• Avoid rolling back completed orders — it affects reporting visibility for territories and Head Office.

Changing work request status

1. Open the status menu

   Within a work request, click the vertical ellipsis (⋮) beneath the asset thumbnail.

2. Choose the status

   Select the new status and click Save Status Change.

3. Give a reason

   Enter the reason for the change and click Confirm.

The reason is visible to Head Office in reports, so make it accurate. Keep status progression linear wherever possible — change status forward or backward only when genuinely necessary.