Customer Care
Whether it’s urgent inquiries or set-up guidance, we provide support around the clock, every day of the year, because your success is our priority.
Your Success, Our Support
When urgent issues arise, every second counts. Our dedicated support team is available 24/7, 365 days a year, ready to respond quickly and efficiently. We provide expert guidance and rapid solutions to minimize disruption and keep your operations running smoothly.
Your success and peace of mind are our top priority.
Customer Communication & Response Guidelines
Contact Channels
Which communication channels to use and who to contact for the support or information you need.
Response Time
Our response and resolution times for various urgency levels, including the frequency of updates.
Reporting Criteria
Correct and comprehensive reporting of issues ensures timely and effective handling and solutions.
Set-Up & Processing Guidance
PDF Guidelines
Ensure your PDF uploads meet these specifications for smooth processing, accuracy, and quick TAT.
Schedules
For efficient and accurate handling, schedules should be provided allowing tight planning and fast TAT’s.
FTP Uploads
Access files via FTP client to ensure fast, secure, and accurate transfers of files received and delivered.
File Structure
Maintain proper naming and directory structure for automated pick-up and accurate processing.
Reprocessing
When an original PDF is modified, follow these steps to reprocess and redeliver the output XML.
Clipping Rules
Standard clipping instructions are followed to ensure accurately and consistent processing.
Frequently Asked Questions
Which languages do you support?
We support all languages and characters included in UTF-8 encoding, including Asian languages such as Korean, Chinese, and Japanese.
Can you filter content and exclude articles from specific sources, authors, or images?
Yes. Content filtering can be configured using both positive and negative rules based on fields such as source, author, section, captions, and more.
Can you deliver output files to third parties on our behalf?
Yes. We can deliver output to third parties in various formats including XML, JSON, RSS, PDF, and others, using the delivery method you prefer.
How quickly can you add new titles or sources?
In most cases, new print publications or web sources can be added within a few days.
How do you ensure the quality of the output?
We combine automated validation, intelligent content recognition, and structured quality checks to ensure consistent and reliable output.
Can you adapt the output to our own XML or JSON structure?
Yes. We have the possibility to create custom XML and JSON structures to ensure seamless integration with your platform or workflow.
Can we request a test or trial conversion?
Yes. We can provide a test conversion so you can validate the output. We also have sample (Lorem Ipsum) publications available in multiple formats.
How are files delivered?
Files can be delivered or retrieved via FTP/SFTP, API, cloud platforms (such as AWS, Azure, or GCP), or custom integrations.
Can I request articles by topic?
Yes. When using our Digital Archive, topic-based profiles can be configured to retrieve relevant top-based articles.
Can you modify the content of the original files?
No. We do not alter editorial content. We process and convert the content exactly as received.
Can you create an archive of historical newspapers and magazines?
Yes. We provide solutions for creating and managing digital archives of legacy content.
Do you operate 24/7?
Yes. Our operations run 24/7.
Frequently Asked Questions Print Conversion
Which input formats do you accept?
We primarily process PDF files. In addition, we support XML input, scanned hardcopy archives, and automated retrieval and conversion of web articles using our Web Crawler.
Which output formats can you generate?
We deliver XML and JSON, including custom formats tailored to the requirements of app vendors, publishers, e-kiosks, MMOs, and other platforms.
Do I need to provide a processing schedule?
Schedules are not mandatory but are strongly recommended. Without a schedule, automated notifications for missing feeds cannot be sent.
Can I receive automated notifications for missing or corrupt uploads?
Yes. We can set up automated email alerts for corrupt or missing uploads. We recommend sending alerts to a group email address that you manage.
How can I view or read an XML file?
XML files can be opened using text editors such as Sublime Text or similar tools.
How do you clip newspaper or magazine editions?
We use industry-standard clipping instructions for newspapers and magazines to identify the different elements on a paged and tag them accordingly. We support both standard clipping instructions and fully customized clipping instructions.
Can content be updated after initial processing?
Yes. A reprocessing workflow can be applied when a PDF is updated so that the output is updated accordingly.
What is your typical turnaround time?
Turnaround time ranges from as fast as 1 hour up to 24 hours, depending on requirements.
Can you create PDF clippings of individual articles?
Yes. We can generate original PDF clippings or reflowable PDFs per article, including metadata and copyright information.
Can you process additional content elements?
Yes. We can process elements such as puzzles, recipes, tables, advertisements, and more.
Frequently Asked Questions Web Crawling
How does the Web Crawler work?
The X-CAGO WebCrawler is an advanced solution for continuously monitoring websites and automatically retrieving published online content in a structured and clean format.
How often do you crawl a website?
Crawl frequency is configurable and can range from every 5 minutes to every 12 hours, depending on your requirements.
Can you handle updates to crawled web content?
Yes. We support article versioning to manage updates and changes to previously crawled content.
What types of websites can the Web Crawler monitor?
The WebCrawler can monitor news websites, editorial platforms, product pages, discussion forums, and other content-driven websites with varying layouts and structures.
What content elements are extracted from articles?
Extracted elements include headlines, subheadings, authors, lead text, article body, images, image captions, image credits, lists, tables, and other relevant metadata.
Can you extract and deliver images with the articles?
Yes. Images associated with articles can be delivered along with captions and credits. Image delivery can also be disabled if required due to rights restrictions.
Can the Web Crawler access paywalled content?
Yes. The WebCrawler can access paywalled content using IP-based access or provided login credentials. Paywalled articles can also be delivered separately or excluded entirely.
Can you differentiate between free and paywalled articles?
Yes. Free and paywalled articles can be identified, filtered, and delivered separately based on your requirements
Can I limit crawling to specific sections or pages of a website?
Yes. Crawling can be restricted to specific pages, sections, or URLs rather than the entire website.
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Publishers and Media Companies worldwide trust X-CAGO as their technology partner for content conversion, digital archiving, web crawling, and a wide range of innovative solutions. Get in touch to discover how we can help you unlock new revenue streams and enhance your digital offerings.