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FAQ

Browse through our comprehensive read where you can find answers to most questions.

Starting a project

  1. What does an Engager do?
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    What does an Engager do?

    An Engager is your point of contact prior to the production of your project. They will work with you to collect any missing details and files for your project. They will provide you with a precise quote for your project.

  2. What browsers / devices do you support?
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    What browsers / devices do you support?

    We support the following browsers by default:

    • the latest versions of Google Chrome (Win / Mac), Firefox (Win / Mac), Safari (Mac)
    • MS Edge
    • Internet Explorer 11

    Google Chrome, Firefox and Safari have been supporting web standards for a very long time, so you don’t have to worry about the older versions of these browsers. In most cases your site will look and function correctly in any relevant older version.

    Due to low market share and the fact it’s now using the same rendering engine as Google Chrome we don’t test in Opera but you can expect that your site will look and function correctly.

    In responsive projects we add standard mobile support by default which includes the latest versions of iPhone, iPad and Android default browsers. You can also choose Advanced mobile support which includes additional devices.

    Mobile support can be also added to non-responsive projects separately.

  3. What information should I provide with my order?
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    What information should I provide with my order?

    The more information you provide the better, but here are a few items you’ll want to consider sending in with your order:

    • Source file of the design you want converted. See below for the various formats this can be supplied in.
    • Flattened image of how you want the page to look at first glance, without effects, rollovers, animations, etc. This is important to make sure there are not some additional layers in the source files which might be turned off.
    • Description of any requirements or special instructions. On the final form there is a place to fill in any specific requirements you have. However, you may also want to consider including an extra layer in the source file to provide more details.
    • Fonts. If you’re using custom fonts in your designs please provide us with source font files so we can work with your design properly. Also specify which fonts should be replaced on the website and with what method (@font-face, Google Fonts, Typekit, MyFonts, etc.) and provide us with appropriate code snippets or generated fonts for correct implementation.
  4. In what format should I provide the source files?
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    In what format should I provide the source files?

    We prefer to receive Sketch or Photoshop files with all of the layers intact. (In addition to the main image layers, each state of an effect or animation should have its own layer and each effect layer should be descriptively named to avoid any confusion, i.e. TOP NAV BUTTON HOME ON.) But if you don’t have access to Photoshop, we can work with a wide variety of file types, including:

    • Fireworks PNG files
    • Illustrator AI files
    • Existing HTML which needs fixing

    Other formats like flattened images such as JPGS, TIFFs and PNG files are usually not suitable for conversion because it’s not possible to find out important design specifications directly from the file.

  5. I have a drop down menu / hover effect / etc. in my design. How can I include this?
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    I have a drop down menu / hover effect / etc. in my design. How can I include this?

    Having a separate layer in the source file is the best way to include information about dynamic elements. An exported flattened image showing the other states is also useful. In addition it is very helpful if you put notes in the description of your project explaining the behaviour of any such elements.

  6. How do I submit a site which has already been coded but needs a rework?
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    How do I submit a site which has already been coded but needs a rework?

    The best way to do this is to .ZIP up the files and submit them with the order.

  7. Do you offer an express service?
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    Do you offer an express service?

    We do offer an express service for an additional fee, which you can request when you place an order. Our express service prioritizes your project so it’s pushed to the front of the queue.

Production

  1. Who is a producer
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    Who is a producer

    The producer’s responsibility is to ensure that your project is completed correctly and on time. They oversee production of your project, communicate and divide work among developers and communicate with you during the project production.

  2. How can I track progress of my project?
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    How can I track progress of my project?

    Xfive currently uses Basecamp to allow easy and transparent communication while we are collaborating on your project/s. Basecamp will allow you to communicate with your Producer and developers, provide feedback and track progress on your project.

  3. What is your QA process?
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    What is your QA process?

    We have a number of processes to ensure that your project is fully QA compliant:

    • Each project, unless otherwise specified, is managed by a project producer who oversees the entire project life cycle, including review of the completed work and giving final approval before delivery to you.
    • We have a Quality Assurance checklist that each developer must complete for every project.
    • Your project is also tested in its entirety by our QA team. We use various tools to put the project through its paces, including a custom program we call X-Precise, which ensures a reasonable pixel precision is achieved.
    • Once we deliver the files to you, we invite you to conduct your own QA and we’ll fix any bugs you may happen to find.
  4. Do you provide any revisions?
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    Do you provide any revisions?

    If by “revision” you mean “correction”, then of course… we’ll revise it as many times as necessary to get it exactly the way you asked for it. But, if by “revisions” you mean “changes to the contracted design” then no; changes in the design after accepting the quote, will have to be renegotiated.

  5. How do I submit revisions?
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    How do I submit revisions?

    For every project, we use a Basecamp project space where we can collaborate with you throughout the entire project cycle. We don’t close this project space until the project is complete, so you can log-in and leave any feedback you may have.

  6. Do you charge for revisions?
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    Do you charge for revisions?

    We do not charge for any bugs you may find which are inside the scope of the original order. If something falls outside our scope and we feel it needs an additional charge we will let you know beforehand so there are no surprises.

  7. What is an issue?
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    What is an issue?

    An issue is an error or bug which needs to be fixed. All issues are fixed free of charge.

    Typical issues:

    • missed requirements
    • visual differences from the original design
    • browser or device specific bugs
    • JavaScript and HTML validation errors
    • broken functionality
  8. What is an adjustment?
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    What is an adjustment?

    An adjustment is an improvement of the converted project. Website development is an interactive process, and sometimes you realize that you want a different color for link(s) or an increased margin on the element only when you see the live, functional website.

    Adjustments can be in-scope and out-of-scope. In-scope adjustments are small adjustments and are done free of charge. Out-of-scope adjustments require a significant amount of time, and the additional budget will have to be negotiated. Each adjustment is reviewed individually.

    Typical in-scope adjustments:

    • changing elements such as color, margin, padding, fonts, etc. if such changes don’t break other page elements
    • adding hover effects if they weren’t specified
    • easy changes to an element’s behaviour, eg. speed of scroll animation
    • any other easy adjustments which typically take less than 5 minutes to implement

    Typical out-of-scope adjustments

    • new coding requests like adding new page elements, new functionality (eg. JavaScript elements), layout behavior (eg. responsive behavior)
    • significant changes to an element’s behaviour which require recoding the original functionality
    • significant, previously unspecified changes to the website functionality
    • any other adjustments which typically take more than 5 minutes to implement

Delivery

  1. Can I see a preview of my project during development?
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    Can I see a preview of my project during development?

    Absolutely. A development version of your project is placed in a password-protected area on our server where we are able to show you preview of your project.

  2. How do you deliver files to me?
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    How do you deliver files to me?

    When your project passes our QA process, we deploy the final files to a password-protected area on our preview server. This will allow you to review the pages and download the project files at your convenience.

  3. Can you launch my web site for me?
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    Can you launch my web site for me?

    In WordPress and other CMS projects we can install files on your server as a part of the delivery process.

Payments

  1. What is the payment process?
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    What is the payment process?

    When you approve the quote, we will send you an invoice. Once the invoice is paid we will send your project to production.

  2. What payment methods do you accept?
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    What payment methods do you accept?

    We will provide you with payment instructions once you approve your quote. We accept the following payment methods:

    • Credit Cards
    • PayPal: The easiest, fastest and most secure way to pay the invoice is online payment via PayPal, using either a credit / debit card / e-cheque or PayPal account.
    • Bank wire to Australia: If you are based in Australia, local bank transfer is the preferred payment method. For Australian customers we convert the amount to AUD and add GST. [PREFERRED FOR AUSTRALIA]

    If you prefer to pay with a method different than those above, please contact us and we’ll work out an alternative method.

  3. What currencies do you accept?
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    What currencies do you accept?

    Our primary currency we deal with is USD dollars, and unless stated otherwise. In general, all amounts listed on our websites is in USD. If you require us to bill you in a certain currency please let us know. For Australian customers we charge 10% GST in tax as required by law.

  4. Do you accept Purchase Orders?
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    Do you accept Purchase Orders?

    Yes! We do accept Purchase Orders. It’s an effective way to work together over longer periods of time.

Privacy & Ownership

  1. My designs are confidential as are the business ideas behind them. Can you keep them private?
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    My designs are confidential as are the business ideas behind them. Can you keep them private?

    Absolutely. We pride ourselves on our professionalism and our discretion and strictly adhere to our Privacy Policy and/or a Non-Disclosure Agreement. Read our privacy policy here.

  2. Will we be able to have access to all of the code/CSS for future changes?
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    Will we be able to have access to all of the code/CSS for future changes?

    Yes. The rights and ownership of all code (HTML/CSS/images/JavaScript/WordPress Theme) are transferred to you upon payment in full.

Work with us