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Frequently Asked Questions

Is this a Software as a service offering?

No. A software as a service offering would allow brands to create, structure, translate and publish content. That’s not what we do.

We structure, translate and publish content. All this happens offline/in a closed system. Finished documents are made available to our clients. We are service providers, not platform operators.

What Are the Deliverables?

The standard deliverables are

Source documents and translations in Markdown format
Rendered, editable documents and translations in HTML format
Rendered documents and translations in PDF format / A4 or US Letter size
Media (images) in web-optimised formats (SVG + WebP)

The deliverables are yours and not bound to any recurring service fees.

How long does a Global on Launch project take?

Put simply, this depends on the quality and scope of the source material. For example, extracting content from PDFs takes longer than working from editable files in standard formats. For high-quality results, you should expect 3-4 weeks for a typical product manual and quick guide. We will inform you about the expected delivery date and any potential bottlenecks as soon as possible.

What Are the Included Services? Ingest Import of source documents, images and other assets Evaluation Technical and content quality analysis Optimisation^[1] Source content optimisation for machine translation Glossary creation Creation/adaptation of glossaries and lists of non-translatable terms Boilerplate text removal / “Dehydration” Identification of repeating content blocks (e.g. safety instructions or copyright information), separation from main content Machine translation Machine translation of core content and boilerplate components (where necessary) through a high-quality machine translation engine Post-editing of machine translation Human post-editing of one or two target languages Translation “Rehydration” Boilerplate text is added to the translated documents again, templates are applied. Tests We check the finished document set, relying both on technical tests and our expertise. Delivery We make the finished documents and assets available to you.

“Why Source Optimisation? Our English Content Is Fine.”

A decade of machine translation engine use in professional translation projects has taught us that a perfectly comprehensible, well-written source can still contain pitfalls that are not obvious to native speakers or translators, as we unconsciously “fill the gaps” and resolve ambiguities. But even a modern, high-quality machine translation engine will fail when there is not enough context to work with.

A typical example here is a single-note label or heading such as “Table” or “Note” that could be translated in many different ways. Other examples include sentences containing more than one statement, passive voice and general ambiguity.

We use both our expertise and statistical tools to identify and correct such pitfalls. The intent is not to “improve your English”, but to create a safe translation source.

For more information, see the “Translation-friendly writing and Transcreation” article on the 9to5 site.

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Better Support Through Smart Documentation

The one thing you don’t want on launch day is chaos.

Why Structured Manuals Quietly Reduce Chaos and Costs

Most support problems do not begin in the support department. They begin months earlier — when documentation is postponed, fragmented, or treated as a formality.

At first, this seems harmless. A few missing screenshots here, a half-finished PDF there, some internal notes in Slack. But once a product is in customers’ hands, the consequences surface quickly: repetitive tickets, long explanations, inconsistent answers, and unnecessary escalations. What looks like a staffing issue is often a documentation issue.

When Answers Are Easy to Send, Support Gets Faster

A structured web manual fundamentally changes how support operates.

Instead of rewriting the same instructions dozens of times, agents send direct links to precise sections — ideally with anchors that lead to the exact paragraph a customer needs. Instead of typing multi-step navigation paths, they reference a single source of truth. When documentation is searchable, clearly structured, and consistent in terminology, response times shrink almost automatically.

If an agent saves even four minutes per ticket by sending a clean link instead of composing a custom explanation, the effect compounds quickly. Multiply that by hundreds or thousands of tickets per month, and what felt like a minor efficiency becomes a measurable cost reduction.

Fewer Tickets in the First Place

Good documentation does not just speed up responses; it prevents tickets from being created.

Many customers do not contact support because they want human interaction — they contact support because they cannot find a clear answer. If a manual is easy to access, logically structured by real user tasks, available in the customer’s language, and optimised for both desktop and mobile use, a significant portion of “How do I…” inquiries simply disappear.

Even a conservative 20–25% reduction in incoming tickets changes the economics of support. Less volume means shorter queues, less stress, and more time for complex cases that genuinely require human expertise.

Reducing Escalation and Launch Chaos

Another hidden cost driver is escalation.

When documentation is incomplete or inconsistent, first-level support improvises. Improvisation leads to uncertainty, and uncertainty leads to tickets being forwarded to engineering or product teams. Clear, structured manuals reduce that uncertainty. They standardise answers internally and externally, lowering escalation rates and protecting technical teams from repetitive interruptions.

The effect becomes particularly visible during product launches. Launch week is often characterised by confusion: marketing publishes features, support learns in real time, and engineers answer basic usage questions. If comprehensive web and PDF documentation is ready at launch — structured, searchable, and multilingual — the organisation operates from a shared reference point. Launch chaos turns into coordinated process.

Numbers Don’t Lie

Consider a mid-sized company handling around 1,000 support tickets per month:

Support Cost Reduction Through Smart Documentation
Metric	Traditional Setup	With Structured Documentation
Monthly tickets	1,000	750
Average handling time	10 minutes	6 minutes
Total monthly support hours	167 hours	75 hours
Cost (average cost per support hour € 35)	€ 5,845	€ 2,625
Monthly savings	—	€ 3,220
Annual savings	—	€ 38,640

Notes

These assumptions are conservative: a 25% ticket reduction and four minutes saved per ticket.

They do not include reduced engineering interruptions, fewer overtime hours during launches, or improved customer satisfaction. The real financial impact may actually be higher.

Smart documentation is not about writing longer manuals or adding decorative PDFs. It is about replacing improvisation with structure.

A well-structured web manual combined with a consistent PDF version becomes an operational tool — one that shortens response times, reduces ticket volume, lowers escalation rates, and supports global markets in multiple languages.

Unlike additional support staff, structured documentation scales without recurring hiring costs. Once built properly, it continues to reduce friction every day. And over time, that quiet efficiency translates directly into measurable savings.

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