Large file transfers for active projects are handled through secure, dedicated cloud directories provisioned specifically for your engagement. We do not accept raw production files, video rushes, or database exports over standard chat attachments or unverified third-party links.
Transfer Infrastructure and Provisioning
When a project begins or enters production, Operations & Client Services coordinates with the Technology department to provision an isolated transfer workspace. You will receive an authenticated access link with write permissions for inbound staging, and read permissions for deliverable reviews.
All data is encrypted in transit and at rest. We restrict upload access to project personnel identified during the onboarding phase. If your internal security policy requires transfers to originate from your enterprise storage instead, notify your account lead through Ask Xylo so our Technology team can evaluate and whitelist your endpoints.
Inbound Transfers: What You Need to Supply
To keep ingestion moving without delays, inbound production materials must adhere to standard studio packaging before transfer begins:
1. Archive Structuring: Consolidate multiple loose files into single uncompressed `.tar` or `.zip` archives where practical, organised by asset type (e.g., brand assets, raw video, codebases, 3D source files). 2. Directory Naming: Use clear, alphanumeric folder naming conventions without special characters or trailing spaces. Date formats must follow ISO standards (`YYYY-MM-DD`). 3. Manifest and Checksums: For data packages exceeding 50GB, provide a manifest text file detailing file counts, formats, and SHA-256 checksums. This allows our team to verify file integrity immediately upon arrival. 4. Credential Isolation: Never place passwords, API keys, or security certificates inside shared media packages. These must be transferred via authenticated vault tools agreed with the Technology department.
Once your upload finishes, leave a short note via Ask Xylo confirming that the package is ready for processing.
Outbound Deliverables and Ingestion Window
Deliverables prepared by the Creative and Technology departments are staged in your designated outbound directory. For video and audio assets, intermediate review copies are provided in streamable formats alongside final master deliverables.
Outbound directories remain live for active retrieval throughout the milestone review period. Because raw assets, high-bitrate renders, and compiled binaries require substantial infrastructure overhead, files remain available on active high-speed staging for 14 calendar days post-completion before being moved to cold archive. Ensure your internal team downloads and verifies all master files within this window.
Handling Failures and Corrupted Uploads
Network drops, browser timeouts, and interrupted synchronisations can corrupt large files. When an upload fails:
- Checksum Mismatch: If an uploaded archive fails hash verification, the Technology team flags the file as corrupted and deletes the incomplete payload. You will be asked to re-upload using an alternate upload client or chunked transfer.
- Network Timeouts: For connections experiencing frequent disconnects, avoid browser-based uploaders. Request direct SFTP or command-line S3 staging credentials from Operations via Ask Xylo.
- Quota or Permission Errors: If your upload fails due to permission errors or capacity limits, report the issue in Ask Xylo. Transfer volumes are scaled dynamically, but sudden, unannounced transfers exceeding the agreed brief may require manual quota adjustments.
Operating Hours and Ingestion Times
The studio operates Monday to Thursday, 09:00 to 17:00 GMT. Inbound assets uploaded outside of working hours—such as late Thursday evening or over the weekend—are queued and processed on the following working day.
Our first-reply target for operational queries logged through Ask Xylo is within 24 hours. Ingestion verification for packages under 100GB is typically completed within one working day of receipt; bespoke engineering datasets and terabyte-scale media ingest times depend on total payload size and will be scheduled by the technical team.
Pre-Transfer Checklist
Before initiating any major transfer to the studio, verify the following:
- [ ] Files are structured logically into folders and compressed where appropriate.
- [ ] File names use only alphanumeric characters, dashes, and underscores.
- [ ] Sensitive credentials, tokens, or private keys have been removed.
- [ ] SHA-256 checksums are generated for payloads exceeding 50GB.
- [ ] Staging link provided by Operations & Client Services has been tested for access.
- [ ] Upload completion notice has been submitted through Ask Xylo.