Our support desk runs during Malaysian business hours, Monday to Friday, excluding public holidays. Critical failures do not respect that schedule, so there is a separate route for them.
What qualifies as an emergency
- The website is completely down or unreachable.
- The server is offline or returning errors on every page.
- Business email on a domain we host has stopped sending or receiving entirely.
- A suspected active security compromise, such as defacement, unexpected admin accounts, or your site serving malware warnings.
- Checkout or payment processing is failing for all customers.
What does not qualify
Content edits, design tweaks, new feature requests, questions about invoices, plugin curiosities and single page layout faults are normal tickets. They will be answered on the next working day. Raising them through the emergency route does not speed them up, and it makes it harder to spot the real emergencies.
How to reach us
Raise a ticket at crm.zylax.com.my with priority Urgent, or email [email protected] with URGENT and your domain in the subject line. For a confirmed outage you may also call the Zylax number on +6012-510-9716. Please still raise the ticket, because the ticket is where the diagnosis and the record live.
What to have ready
The domain name, the exact error text, the time it started, and whether anything changed recently on your side such as a plugin update, a DNS change or a lapsed payment. Have someone available who can approve emergency changes if a decision is needed at speed.
After the incident
Once service is restored we write up what failed, what was done, and anything you should change to reduce the chance of a repeat. That summary goes on the ticket.
If you are not certain whether something qualifies, report it as urgent and let us downgrade it. Reply to your email thread or contact [email protected].
