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 COLLECTfolder 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 platform@pixwel.com.
- Avoid rolling back completed orders — it affects reporting visibility for territories and Head Office.
Changing work request status
Open the status menu
Within a work request, click the vertical ellipsis (⋮) beneath the asset thumbnail.
Choose the status
Select the new status and click Save Status Change.
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.