Our support call line is actively staffed on business days between the hours of 8:00 AM and 5:00 PM EST. Outside of those hours, the call line and associated voice mailbox will be monitored. Messages left for the support voice mailbox will be returned promptly (no later than 12:00pm EST the following business day) — please ensure that sufficient contact information is provided. For after-hours support requests, please direct your queries to the support email line specified in the right-hand column of this page.
The support team is primarily available to provide technical support and additional general information about ImageQuantify.com operational policies (an extension of the information found here). Many of our users wish to submit additional requests for ‘scientific’ assistance, requiring the knowledge of our imaging and analytics experts and pertaining often to user-specific studies. These requests are relayed to our expert staff. However, scientific support, depending on the extent of the request, may be granted only as consultative assistance in return for additional compensation. Before requesting, please make sure that you review all of the supporting documentation in your results package — you may find your answer there.
ImageQuantify.com has gone through rigorous testing procedures to ensure a seamless user experience when navigating the website. However, because we have partnered with third parties in our e-commerce engine, you may find an issue of which we are unaware. Please report any and all technical issues with the website to our support team via the contact information in the right-hand column of this page. We will provide you either with instructions for remedying the issue or workarounds for using the site while corrective action is taken.
Sign into your account via the “Sign In” link in the header of any page. If you forget your account password, please click the link labeled “Forgot your password?” from the pop-up window. Doing so will send your email account a password recovery link. If you don’t receive this email, or believe the sign-in function to be operating in error, please contact our support team directly via the contact information in the right-hand column of this page.
You must be signed into an active account in order to upload images. Additionally, all images you upload must be associated with a specific album or set of albums. To create a new album, select the “Create” icon from the “Manage Albums” page. This will prompt you to name the album and select “Create” again. The default name of a new album is set to the date and time of its creation, though you may rename it to any valid set of characters that hasn’t already been assigned to a preexisting album. From that point, click “Add files…” to select the image files you wish to upload from your local file browser. Select “Begin upload” to transmit your files to our secure cloud storage center. If you experience any difficulty throughout this process, please contact the support team via the contact information in the right-hand column of this page.
At ImageQuantify.com, we understand the importance of keeping your work confidential and have taken numerous steps to ensure data security throughout our website. The website architecture was designed with industry standard security approaches and has been evaluated by a third-party security firm. For more information regarding our data protection practices throughout the lifecycle of your data, we welcome you to review our Data Flow & Protection Diagram. Please direct any additional questions to our support team at the contact information given in the right-hand column of this page.
Internal web activity, image processing, and data storage occur on the Amazon Web Service (AWS) cloud infrastructure. Once uploaded to the site, images are stored on the Amazon S3 simple storage service. S3’s security protocols have been excessively documented, and it was chosen for its exemplary data protection practices and track record. For more information, please visit Amazon’s site directly at this link, or contact our internal support team via the contact information listed in the right-hand column of this page. We will be happy to provide additional documentation or specific information regarding our security architecture.
We define the meaning of and benefits offered by using an IQbot on this page. Please feel free to direct any further questions to our support team, which is available via the contact information in the right-hand column of this page.
An overview of our validation principles and approach is available on this page. Validation processes for specific IQbots are provided in more detail within each IQbot page (see the pull-down “Validation Information” tab). If you would like to request additional information or contribute to the ongoing validation of active or upcoming IQbots, please reach out to the support team via the contact information given in the right-hand column of this page.
An overview of our image quality expectations is available on this page. Additional image acquisition considerations, such as a list of the compatible file formats, is available for each IQbot on its own page (see the pull-down “Image Acquisition” tab). If you have specific concerns regarding image quality or compatibility, please direct them to our support team. We would be happy to help you identify the best practices required to produce ImageQuantify.com-compatible images for your research. Support team contact information is located in the right-hand column of this page.
Many of our users wish to make slight changes to existing IQbots. Often the goal of doing so is to add additional or differently-defined quantitative parameters to the results spreadsheets. In terms of our IQbot Incubation Program, we refer to these as ‘fraternal twin’ IQbots. Please submit your requests via the program sign up page and supply your contact information so that we can follow up accordingly. Please also feel free to call or email our support team to expedite the process.
ImageQuantify.com scientists and software engineers are always looking to add to our IQbot library with new IQbots, as well as enhancements to preexisting IQbots. At any given time, we are likely to have a large backlog of potential IQbots that are somewhere in the process of being turned into fully operational IQbots. We rely upon user feedback, via the IQbot Incubation Program, to help us identify how to prioritize potential IQbots and deliver them to researchers as fully operational. If you are interested in suggesting or championing a new IQbot, please submit your request on the program sign up page and supply your contact information so that we can follow up accordingly. Please also feel free to call or email our support team to expedite the process.
Download results packages from your user “Dashboard” page. Once signed in, you may access this page via the header link. If the results you wish to download are from a new or recent analysis, you may download them via the “New Results” section in the upper right quadrant of the page. All results from within the last 60 days are available in the “Analysis History” quadrant in the lower left. Click on an album title sorted beneath a given IQbot to download the resulting analysis. Your results packages are hosted and downloaded as compressed .zip files. To view the contents, files must first be extracted from the .zip. To extract the files or folders on a PC, right click on the downloaded file and select “Extract All.” You will be prompted to select a location to save the decompressed contents. On a Mac, simply double click on the .zip file to extract the compressed files and folders within. If you run into difficulties at any point in the process, please feel free to reach out to our support team via the contact information in the right-hand column of this page.
Image analysis time is a factor of the specific IQbot chosen, the amount and size of input image files, and site traffic at the time of image analysis order submission. ImageQuantify.com is constantly working to refine our methods and return analysis results with unsurpassed speed and precision. As currently constructed, the vast majority of our orders will be returned analyzed and with the accompanying results reports within two business days. Order statuses can be monitored via the “Currently Running Jobs” section of your user dashboard page, in the upper left quadrant. In some occasions, expedited service may be available. To inquire further about expedited service or the current status of your order, please get in touch with our support team via the contact information in the right-hand column of this page.
A detailed explanation of your results is included within the results package and report delivered with every image analysis. Each report contains: (1) a link to a video walkthrough of the IQbot’s results spreadsheet, (2) a summary of the analysis methodology, (3) notes declaring any abnormalities or considerations specific to your data set, and (4) a list of relevant publications. If you have additional questions unanswered by these materials, our support team would be happy to attempt to field them. Many of our users wish to ask for ‘scientific’ clarification, requiring the knowledge of our imaging and analytics experts and often pertaining to user-specific studies. These requests are relayed to our expert staff. However, scientific support, depending on the extent of the request, may be granted only as consultative assistance in return for additional compensation.
By default, order results are stored on the website for a period of 60 days from the date at which they are first delivered to you. This policy is primarily in place for data security purposes. If you wish to have ImageQuantify.com remove your results from the website prior to this date, we are happy to do so. If you are interested in using ImageQuantify.com as a cloud data storage service for longer than 60 days, please get in touch with our support team via the contact information in the right-hand column of this page. Additional charges apply.
If you are dissatisfied with the results of your analyses, please get in touch with our support team directly. Contact information for the support team is available in the right-hand column of this page. If the fault for your dissatisfaction lies with ImageQuantify.com, we will do everything in our power to address it free of charge. Additional charges may apply if you wish to add to or change the parameters of your analyses.
Upon registering for ImageQuantify.com, each unique user’s valid account will be credited a ‘free trial’ balance of 30 Credits. These credits are equivalent to those that are purchased through the website and may be used in any way that an individual user prefers. However, our hope is that new users take full advantage of our free trial system by submitting one or a small set of trial images for analysis with each IQbot that is relevant to their research. New IQbots will be constantly added to the website. If you have spent your initial free trial credit balance but are interested in testing out a new IQbot, additional credits may be added to your account. To request such additional credits, or if you believe that your account has not been properly credited upon registration, please contact our support team via the contact information in the right-hand column of this page. Please also note that ImageQuantify.com is monitored for user attempts to exploit the free trial system. If malicious intent is discovered, free credits may be reclaimed and accounts may be suspended or deactivated.
From a practical standpoint, your account and password on ImageQuantify.com are yours to share with whomever you wish. However, we highly recommend keeping this account information confidential and secure in order to protect your data and credit balances. Creation of a separate account is quick and easy, and a course of action we strongly suggest. If you wish to pool resources within a specific user set, laboratory, or organization, please contact our support team for details on how we might accommodate that arrangement. Additionally, if you would like to make resources that are restricted to your account (i.e., proprietary IQbots that are not publically accessible) available to specific additional website accounts, we are happy to help. Contact information for our support team is available in the right-hand column of this page.
Many of our users wish to utilize ImageQuantify.com’s secure cloud storage platform to keep their imaging data and analysis results in a safe and centralized location. If you are interested in using ImageQuantify.com as a cloud data storage service for longer than the 60 day default period at which point your data will be wiped from our systems, please get in touch with our support team via the contact information in the right-hand column of this page. Additional charges apply.
At this time, ImageQuantify.com credits may be purchased with a check, money order, or purchase order. When purchasing with checks or money orders, you will be prompted with mailing instructions. Your images will be processed after payment is received. For purchase orders, you will be asked to enter the order number. In either case, your credit purchases will be manually reviewed and cleared by ImageQuantify.com personnel. Please allow for time. If you are under time constraints and believe that a particular transaction should have cleared, but has yet to, please contact our support team. Contact information is given in the right-hand column of this page.
Receipts for all of your credit purchases may be found in the “Credit Purchase History” section of your account page. Click “My Account” from the header while signed in and navigate to the appropriate sidebar link. All of your credit purchases will be summarized on this page. Click the “Details” button next to any individual order for a full receipt.
Some users may require additional documentation for tax reporting (such as ImageQuantify.com’s W9 form), dependent upon organizational policy, payment form, purchase location, or transaction cost. ImageQuantify.com will accommodate requests for such documentation when feasible. To submit a request, please contact our support team via the contact information in the right-hand column of this page.
At this time, ImageQuantify.com does not offer refunds on credit purchases. Please get in touch with our support team, via the contact information in the right-hand column of this page, if you have circumstances outside of the norm.
Currently, ImageQuantify.com does not call for customer credit balances to depreciate or expire due to account inactivity.
Many of our users’ organizations seek to be 21 CFR Part 58 compliant, or in compliance with federal standards for “Good Laboratory Practice” (GLP) for non-clinical studies. While ImageQuantify.com is not itself a laboratory by definition of the relevant F.D.A. code, we do support the efforts of our users to be GLP compliant. As such, ImageQuantify.com is GLP-compliance supportive. Descriptions of the steps taken to qualify our website as GLP-compliance supportive, as well as instructions for accessing the necessary documentation, are available upon request. Please direct any additional questions to our support team via the contact information in the right-hand column of this page.
Whenever you use ImageQuantify.com-derived data results or overlays in your publications, and as a best practice, we ask that you cite us as a resource (i.e., as part of your methods and materials), within an acknowledgement section, or as a co-author (at your own discretion). To do so correctly, cite (1) ImageQuantify.com itself, (2) identifying information for the IQbot utilized (e.g., the name or IQbot ID), and (3) our location: Cleveland, Ohio. If you wish to acknowledge our research via an attributed co-authorship, the appropriate party to reference as the author is our Chief Technology Officer: Amit Vasanji, Ph.D.