November 19, 2015

FAQ

Service Related

What type of services does ProImageExperts Provide?

ProImageExperts caters to photographers and videographers from different verticals. Listed below are some of the verticals and the corresponding services:

ProImageExperts – Stock Services
Stock & Microstock Photographers & Agencies.
Scanning, Retouching, Raw Processing, Keywording, Agency Submission & more

ProImageExperts – Retouching Services
People, Product & Portrait Photographers needing image and video retouching.
Retouching, Clipping Path, Masking, Logo Removal, Fast Color Correction & more

ProImageExperts – Real Estate Services
Realestate photographers needing Property image enhancements.
Image enhancements, HDR, Panoramas, 360’s, Videos & more

Do you do post production work for videos?

ProImageExperts provides various services like retouching, restoration and editing for both still and video. If you have a specific question please write to contact@proimageexperts.com

For best results what is the resolution at which I need to provide the raw image?

For best results we recommend a minimum of 300 dpi as resolution.

What color profile do you use?

We use sRGB as our default color profile. We also work with Adobe RGB & Prophoto RGB.

How many images should I send to create One HDR image?

HDR is an optional step. You can choose to provide just a single image of good quality. Any number from 5 to 15 images of varying exposure levels would be fine.

What is final output format of the video in the case of 360 panoramas?

The standard final output format of the video would be .MOV but if specified, we do provide output in .SWF (Flash) or .QTVR (Quick time) formats.

What is the size of images for MLS?

The image sizes for MLS differ from country to country and state to state. Please provide us the sizes according to the requirements at the location of the property.

I am not able to find the service that I am looking for.

Do you have specific retouching requirements that are not covered in our standard retouching services list?
Custom retouching covers advanced Photoshop services like head swapping, background removal, skin smoothing, etc. You name it and we will do it.
Retouching is charged based on the amount of time it takes to process the image. This service is simple but flexible. The request for a quote is absolutely FREE. You can approve or reject the quote, no strings attached.

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Order Entry System

How do I create an account?

To create an account you need to follow the steps below:

  • Click on the Service Page of your choice.
  • Click on “Order Now “located in the center of the webpage.
  • On the Log-in page click “Sign Up”.
  • Fill in your contact information.
  • Set your password.

sign up PIEX

Once done you will receive a welcome email with a verification url that you need to click on in order to confirm your account. Once your account is activated you can start to place your first order.

How do I place an order?

Follow the steps below to place an order:

  • Click on the Service Page of your choice.
  • Click on “Order Now “located in the center of the webpage.
  • Log in with your username and password.
  • Once logged in, select the service type you need.
  • Next, fill in your job preferences.
  • Add your order to the cart by clicking the “Add To Cart” button.
  • Review your order on the shopping cart page and redeem a promo or discount code if you have one.
  • Once you have verified the order details, click the checkout button and proceed to make a payment.
  • Once the payment is made, you’ll receive a confirmation email confirming that your order has been placed.

How do I place multiple orders and pay for all of it in one go?

Follow the steps below to place an order:

  • To place an order Log-in or Sign-up for an account.
  • Once logged in, select the service type you need.
  • Next, fill in your job preferences.
  • Add your order to the cart by clicking the Add To Cart button.
  • Review your order on the shopping cart page
  • Click on ” Add More Services ” to add more orders to your cart.
  • Redeem a promo or discount code if you have one.
  • Once you have verified the order details, click the “Checkout” button and proceed to make a payment.
  • Once the payment is made, you’ll receive a confirmation email confirming that your order has been placed.

How do I redeem a discount or promo code?

Follow the steps above to place your order. On the shopping cart page you need to

  • Paste the discount code in the box next to the “Apply” button.
  • Then click on apply, this should update the values in the merchandise discount field
  • Double check the totals to make sure that the discounts have been applied.

What are my payment options?

To provide the most secure and easy payment method, all payments are made using PayPal in conjunction with our order entry system.

  • PayPal: Payments can be made using your PayPal Account
  • Credit Card: Using the PayPal payment gateway
  • Debit Card: Using the PayPal payment gateway

Please select “Don’t have a PayPal account?” on the right hand on the Paypal page to make a payment using credit or debit cards
(Other options may be available for our Higher Volume, Higher Frequency customers that have an average spend $25,000 per year.)

Can I pay in a currency other than Dollars?

Yes, you can choose to be billed in a specific currency. While placing an order you will get an option of selecting your preferred currency for payment purpose. Your payment will automatically be converted to the currency you choose.

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When and how do I upload my files?

After you login to your account, go to “Orders” and look for the Upload button at the side of your order. You have 2 options to upload your image.

  • Web Uploader: For files only. Each file should not be more than 100 MB. Drag and drop your files here and the uploader will do the rest including notifying the production team that you have completed the upload.
  • Link: Upload your images to Dropbox, WeTransfer, Google Drive, etc. and paste a link.
    Multiple Links: You can upload multiple links for a particular order. This will help you upload images in multiple parts and from different sources.
  • Note: We can only start your order once we have received all your files. Make sure that the upload is complete before you submit a link for your order.

    upload option PIEX

How long does it take to return the completed files?

On an average the order takes about 2 -3 working days to be completed and delivered back unless specified otherwise. Turnarounds depend on complexity of files, number of files and stages involved. To know more about it, call or Email us on contact@proimageexperts.com

How and when do I download the completed files for my order?

When your order is complete, you should receive an “Order Complete” email from production. Please click the “Download” button next to your order in the “My Orders” menu after logging in to your account.

Having trouble with your account?

Please write an email to contact@proimageexperts.com

Do you do Rush Jobs?

ProImageExperts has a large team and can definitely do rush jobs. Some services may automatically offer rush jobs. If you don’t see one attached to our service just drop us a line at contact@proimageexperts.com and we will have our team work out the logistics and have your files delivered as per your needs.

For how long do you store my Raw and Processed images?

ProImageExperts follows a backup policy as below.

  • Raw files are stored for a period of 15 days after the order is delivered.
  • Processed files are stored for a period of 25 days after the order is delivered. Once the backup period expires all files are permanently deleted off the server.

General questions

Why Work With Us?

  • Partner with a recognized leader
  • Experience with all the major agencies
  • 240+ Highly Skilled production Staff
  • Color Calibrated Eizo & Lacie Monitors
  • PC & Mac Production Systems
  • 250 MBPS Internet Lines
  • 1 GBPS LAN.
  • Local Data Centre’s
  • Local Shipping
  • Scalable Operations
  • Simplified Workflows
  • Fast turnaround times
  • Competitive Pricing

How secure are my files?

Following are some of the points that highlight the level of security for the staff and the data stored at the production facility:

  • Client confidentiality maintained using client codes in communications with production.
  • In house ERP system allocates and retrieves files under production with all files being stored on a central server.
  • Copying, deleting of flies is domain controlled and password protected.
  • No external memory devices like USB thumb drives, passport drives, smart phones are permitted on the production.
  • A state of the art anti-data leak policy to govern all files stored in-house.
  • Port blocking on all production machines and domain controlled to prevent any data leakage.
  • Internet access is only available to key staff.
  • Production machines are entirely isolated from the internet.
  • Extremely focused, self-motivated and customer service oriented staff.
  • 24 x 7 CCTV monitoring for all employees.
  • Combination of keycard and biometric access controlling all staff access at the facility.

What if I am not happy with my files?

Customer satisfaction is of primary concern to our staff here at ProImageExperts. We will redo your files till you are satisfied at no extra cost. It is only fair for our team to request you to not deviate from the original requirements.

Do you provide volume discounts?

We would be more than happy to provide you a discount on your jobs if you believe that you have tons of work for us. Feel free to contact us for more details on contact@proimageexperts.com.

Am I eligible to be a High Volume, High Frequency customer?

For customers that have their jobs chalked out for the whole year and have an average spend of $25,000 per year on postproduction services, are eligible to become ProImageExperts high volume, high frequency customer. To know more write to contact@proimageexperts.com

On which days is the production team on leave or on a holiday?

The Customer Support and Production Team is available business days Monday – Friday, excluding the national holidays mentioned below.

Declared National Holidays
26 Jan 2017 Thursday – Republic Day
13 Mar 2017 Monday – Holi
01 May 2017 Monday – Labor Day
15 Aug 2017 Tuesday – Independence Day
25 Aug 2017 Friday – Ganesh Chaturthi
02 Oct 2017 Monday – Gandhi Jayanti
19 Oct 2017 Thursday – Diwali
21 Oct 2017 Saturday – Diwali
25 Dec 2017 Monday – Christmas

All queries to customer support and deliveries of orders will be addressed by the team on the next business day.

 

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