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Frequently asked questions

Who should use this service?

What file formats are supported?

How do we guarantee quality of service? 

How do you pay for our services?

Can you set up an account for regular use?

How long will we take to return your phone calls or emails?

What do you need to know about turnaround (delivery) times?

How can you schedule work?

What is InternetEdit's confidentiality and privacy policy?

What if your files are too large or too confidential to send through email?

What other services does InternetEdit offer?

Frequently asked questions about resume services

Frequently asked questions about rates and quotes

 

Who should use this service?

Nocturne's InternetEdit service is designed to meet the needs of bloggers, online journalists, and web developers.  

We offer a flexible range of options that make our services very accessible for writers with special needs, for regular (returning) customers, and for those who have extremely urgent editing requirements.

We do reserve the right to refuse service. For more information about ineligibility, click here.

What file formats do we support?

InternetEdit supports most common file formats. For a list of supported formats, see Formats.

How do we guarantee quality of service?

InternetEdit's parent company Nocturne Communications has a proven track record of performance. We use a team of professionals with years of experience, and have processes that ensure the quality of our work. We track and adhere to quality of service (QOS) standards. Not every correction will be caught by every edit. Our QOS standards tell you ahead of time just how good our edits will be. (See our terms of service for detailed information.)

For customers requiring the highest level of coverage, we also offer a recursive editing option.

For a discussion of the risks of buying services online, and whether InternetEdit is right for you, click here.

How do you pay for our services?

InternetEdit accepts payment primarily through the PayPal payment portal. This popular online payment portal provides features such as secure transactions, easily managed accounts, and an integrated environment for online shopping. PayPal lets you use most major credit cards.

When InternetEdit provides your quote, it will also provide information about how you can make payment. InternetEdit's parent company, Nocturne Communications, will send you an email that contains a hyperlink to Nocturne's payment page on the PayPal portal. You click on the link and use either your existing PayPal account, or a credit card to make your payment. Click here for important information about using PayPal to make payments.

For corporate users, Nocturne provides options for purchase orders and invoicing. We customize our processes to make payment management easy for regular corporate users. Email us for more information about purchase orders.

Finally, for small businesses and individuals who make regular use of InternetEdit services, we provide options for streamlined accounting and billing. If you are a qualified customer, we set up an account for you that allows you to submit documents from your desktop and pay either monthly, or quarterly. Email us for more information about streamlined access.

Can you set up an account for regular use?

As mentioned above, if you are a regular user of our services, we can set up an account or purchase order with you or your company. In addition to the advantages of simplified accounting, we also offer desktop submission tools to regular customers, allowing you to bypass the website for more streamlined access to editing services. We may also be able to offer additional discounts for some services. For more information, email us. Or visit our Accounts FAQ.

How long will we take to return urgent phone calls or emails?

Our typical time to reply to your phone calls or emails depends on our workload, the staffing of our helpdesk, and the urgency of your request or inquiry. You may receive a response in as few as five minutes, or it may take up to a day.

Note: We typically do not respond to requests for callbacks (where we call you back) for general inquiries, unless you have first submitted your content for edit assessment. This policy is necessary to prevent abuse and 'nuisance' calling. Similarly, we may not respond to an email inquiry unless you submit your URL or file, or have a specific question. For example, if you email or voicemail us saying "I have a blog I need edited," we won't call you unless you have also uploaded a file or provided a web address for assessment. If you want to get a quote or start the editing process, you must send us the content you want edited.

If you're concerned about the time it will take to receive an acknowledgement, or to get your work started, check the clock indicators provided for each of our contact options (routine or urgent).

If we don't respond to your phone call or email within the indicated time, please try to contact us again. It may be possible that a technical problem has prevented the receipt of your voicemail or email. And check the clocks again. You may have emailed or phoned us just as the typical response time was being increased.

If you are an account user and have a specific need for rapid turnaround times or rapid response, we offer a High Availability option. This option is expensive but may be appropriate if you have a short-term, highly mission critical need for editing and communications support.

What do you need to know about turnaround (delivery) times?

InternetEdit is one of the fastest editing services on the Internet. That being said, even we have limits. In many cases we can turn around small jobs in minutes or hours, but for more complex jobs, or during periods of high traffic, it may take longer.

This website provides a real-time indicator of typical turnaround time in the far left navigation bar. The timer is also provided here, for your convenience.

This timer tells you how long it is likely to take to get your work back if you submit a 'typical' request at this time. A typical request is a 500-word webpage. (Ninety percent of the documents we receive can be delivered within this typical delivery time, if required.)

The timer updates dynamically every hour as our available editors book in and out, and as the traffic load goes up and down. It is possible that other jobs may be submitted before yours, changing the load prior to your submission. It is also possible that the specific type of editing you require is over- or under-serviced at the time you submit. When we receive your request at the edit helpdesk (clientcare@internetedit.com), we reply with a confirmed delivery time that takes all these factors into account.

We have a first-come first-serve policy. Jobs are assessed and committed in the order in which they arrive. The only exceptions to this are requests for rush orders. Rush orders may be moved up in the queue so long as they do not bump other jobs for which we have issued a confirmed delivery time and received authorization. (Surcharges may apply. Click here for more information.)

If you are going to be submitting an urgent request, take the following steps:

• Notify us if you expect to be sending us an urgent request in the near future, providing as much detail as possible. (We cannot commit to a delivery time unless you actually schedule your work - see below - but we will try to inform you if wait times suddenly increase.)
• Submit your request as soon as possible. Do not wait until the last minute.
• Check the delivery time counter on this website, if convenient.
• When you submit your request, follow up immediately with a phone call or SMS page using the options on our Urgent Contact Page. This will ensure that a quote and confirmed delivery time is generated for you as quickly as possible.

Please remember that our times do vary and we experience widely fluctuating traffic levels at times. During periods of 'bursty' traffic our response and delivery times may vary significantly.

Four out of five times we might be able to fulfill your request in two hours, and the fifth time it might take twelve hours. If you have a mission-critical, time-sensitive requirement, consider scheduling your request with us.

How can you schedule work?

If you have a mission-critical, time-sensitive request, we recommend that you schedule it with us as far in advance as possible. By scheduling in advance, you guarantee that editing or support capacity will be there when you need it, and that your turnaround time will be as fast as possible. While we are usually able to provide prompt service even without advance notice, we cannot guarantee a delivery time until you either submit your request, or schedule your request.

To schedule a work request, provide us with the following:

• A draft copy of your content, if one is available.
• The type of work or edit you are going to request.
• Any detailed requirements about your request.
• A wordcount for your content.
• The date and time when it will be submitted to InternetEdit.
• The time when it must be returned to you.

When we receive your scheduling request, we respond either with a request for additional information, or with a confirmation number, a confirmed delivery time, and where possible, a binding quote for services. We may also require a partial or complete deposit for service (since in some cases fulfillment of your request will require an editor to remain on duty).

To make your scheduling request, email us.

What is InternetEdit's confidentiality and privacy policy?

InternetEdit takes all reasonable care in ensuring the privacy of its customers and the confidentiality of materials that are submitted. Customer information is never released or sold to any third party. Customer credit card information is collected via a secure website hosted by PayPal, and is never stored on any open system. Documents that are submitted are kept in a secure, encrypted form once they reach Nocturne. Files are typically kept for three months after the completion of authorized work, after which they are destroyed (unless you request otherwise). Files submitted but not authorized for work are destroyed one week after the associated quote is issued, or one week after receipt.

Some limitations on transfer of copyright and the use of original materials apply in situations where a customer fails to make payment for services rendered. For more information, see our terms of service.

InternetEdit can arrange for secure transmission to and from your computer for materials that are particularly confidential. Contact us for more information about confidentiality and secure submissions.  To view information about information security (INFOSEC), click here. (A new browser window will open.)

What if your files are too large or too confidential to send through email?  

If you do not want to send your file through email, you can use the File Upload page on this website. The File Upload page lets you bypass the inherently insecure servers used for email, but has a file size limit of 15 Mbytes and does not encrypt your data stream.

If confidentiality is your premier concern, InternetEdit encourages PGP file encryption and email encryption. To use this option you need to have a PGP or PGP-compatible package installed on your computer. When submitting work via email, encrypt your transmission using our public encryption key (available here), and remember to include your own public key so we can encrypt the work before sending it back to you.