Support & Knowledge Base

The money-back guarantee applies only to audio of high quality. For complete details, please visit our Terms of Service. Check out the FAQ on “average” and “poor” audio definitions as well for more information on what contributes to deteriorating audio quality.

The price is based on the audio length that we receive and not the effort or man-hours it takes to complete the transcript. Of note, there is price-wise differentiation between good and bad quality audio. For more details, see 'What quality of audio does EIS accept?'

You can access samples in our Sample Transcripts webpage. Please enter your name & your primary contact info (either email or phone) to access the sample transcripts. You can either view them in our website or download them in Word or PDF formats.

Audio quality is the biggest factor. background noise, thick accents, heavy technical content/jargon, and multiple speakers increase processing time. Rush and Super-Rush services are available to circumvent these issues by adding more manpower to your project.

Yes, we are 100% HIPAA compliant. We follow strict data security protocols to ensure all medical and patient information is handled with the highest level of confidentiality and data integrity.

Standard delivery is in Microsoft Word (.doc/.docx). We also support TXT, RTF, PDF, and OpenDocument (ODT) formats upon request to ensure compatibility with your existing workflow.

While we handle any number of speakers, recordings with more than three people or heavy crosstalk require significantly more editing. Generic labels like 'Interviewer' or 'Panelist' can help speed up processing.

Yes. Our clean verbatim (default) removes stutters and fillers. Full verbatim captures every 'um', 'ah', and stutter, plus ambient sounds like [Laughter] or [Sighs] upon specific request.

We offer Standard and Drop-Frame Timecodes. These can be inserted at speaker changes, paragraph breaks, or specific intervals (e.g., every 30 seconds or 1 minute) as an add-on service.

We accept MP3, MP4, WAV, MOV, AVI, WMA, and WMV. We also transcribe content from YouTube, Vimeo, and other streaming platforms by converting the audio stream.

Yes, we provide both Extraction (keyword-based) and Abstraction (paraphrasing) summarization services to help with information retrieval and index generation.

Absolutely. We can download files directly from Dropbox, Google Drive, WeTransfer, or YouTube. Just ensure the link is direct and valid.

We accept PayPal and all major Credit Cards (MasterCard, Visa, Amex, Discover). This ensures secure and instantaneous payment confirmation.

Our support team is available from 6 am to 8 pm Eastern Time, Monday through Saturday. We also have emergency weekend staff to handle urgent inquiries.

If you cancel before submission, we refund less costs incurred (proportional to work completed). Once a project reaches 10% completion, we can only stop future work. Refund eligibility is higher for high-quality audio projects.

Yes, we offer dedicated FTP space for regular and bulk order customers. Please contact support to have an account set up with your specific settings.

We are always looking for talented freelance transcribers and editors. If you're interested in joining our team, please send your resume to support@expertinfoservices.com.