Your plan carries a number of hours for the period, stated on your plan. Understanding how they are consumed makes the reporting far easier to read and helps you get more out of them.
What consumes hours
Time is recorded against the work actually performed, which includes more than the edit itself:
- Understanding the request and checking the current state of the site.
- Taking a backup before making changes.
- Doing the work.
- Testing, including on mobile and in more than one browser where relevant.
- Writing back to you on the ticket.
Routine included tasks such as scheduled updates and monitoring are handled under the plan and do not eat your requested work allowance, unless a routine update causes a fault that needs substantial repair, in which case we tell you before spending significant time.
How time is recorded
Work is logged against your ticket in the portal at crm.zylax.com.my as it happens, in short increments. We do not round every five minute task up to an hour. Tasks that overlap are logged once, not twice.
Seeing your balance
You receive a periodic summary showing tasks completed, time against each, and hours remaining. You can also ask at any time by replying on a ticket, and we will tell you where you stand.
Estimates before starting
For anything that looks like it will take a meaningful share of your remaining hours, we send an estimate first and wait for your go ahead. You will not discover after the fact that a request consumed most of your balance.
Getting better value
- Batch small edits into one request. Ten changes in one ticket takes far less time than ten separate tickets.
- Send final content, not drafts. Rewriting the same page three times costs three times.
- Be specific. "Change the phone number in the footer to X" is minutes. "The contact details look wrong somewhere" is an investigation.
To ask about your current balance, reply to your email thread or contact [email protected].
