All maintenance requests go through the ticket system. That is not bureaucracy, it is how the work gets tracked, estimated and reported against your hours.
Where to send it
Open a ticket at crm.zylax.com.my, or email [email protected]. Both create a ticket. Requests sent through informal channels are not tracked and cannot be logged against your plan.
What to include
- The exact page URL for every change. Copy it from the address bar.
- The final content. Paste the exact text you want, not a description of it. If images are involved, attach them at full resolution with a note on where each one goes.
- Where on the page. A screenshot with an arrow or a circle removes all ambiguity in one step.
- Any deadline, and why, so we can sequence it properly.
Batch your requests
Collect changes and send them together rather than one at a time as they occur to you. A single ticket with eight edits costs far less of your hours than eight tickets, because setup, backup and testing happen once instead of eight times.
What happens next
- We acknowledge the ticket and confirm what we understand the request to be.
- If the work is substantial, we send an estimate in hours and wait for your approval.
- We take a backup, make the change, and test it.
- We reply with what was done and ask you to review.
- Time is logged against your plan and appears in your summary.
Approvals
We act on requests from verified contacts on your account. If someone new in your team will be sending requests, add them as a contact in the portal first. This protects you from anyone else asking for changes to your site.
Urgent items
If something is broken rather than merely needing a change, mark the ticket priority accordingly so it is triaged as a fault.
To send a request or add a contact, reply to your email thread or contact [email protected].
