An outage is the one situation where speed of reporting genuinely changes the outcome. Here is how to report one so we can act immediately.
First, thirty seconds of checking
Before reporting, confirm it is not local to you:
- Try the site on mobile data with WiFi turned off. If it loads, the problem is your office network or DNS resolver, not the server.
- Ask a colleague on a different connection to try.
- Try a private or incognito window, which rules out a stale cache or a browser extension.
Do not spend more than a minute on this. If in doubt, report it.
Reporting
Open a ticket at crm.zylax.com.my with priority set to Urgent, or email [email protected] with the word URGENT and your domain name in the subject line. Include:
- The domain and the exact URL you tried.
- The precise error text or a screenshot of it. "Error establishing a database connection", "502 Bad Gateway", "This site cannot be reached" and a browser security warning are four completely different faults.
- The time it started and whether anything changed just before, such as a plugin update, a payment lapse or a DNS edit.
- Whether email on the same domain is also affected.
Outside business hours
Use the emergency contact route described in our emergency article. Genuine outages are handled outside Malaysian business hours; non urgent items raised on that channel are moved back into the normal queue.
What happens next
We confirm the outage from our side, identify whether it is the application, the server, DNS, the certificate or the registrar, and restore service. We then post a short explanation on the ticket of what failed and what was done, so you have a record.
While we work, please avoid making changes yourself, as parallel edits make diagnosis harder. Reply to your email thread or contact [email protected] with any new information.
