Maintenance plans run for a defined term with a defined allowance of hours, both stated on your plan. Knowing how the term behaves avoids losing value at the end of it.
When the term starts
The term begins on the activation date of the plan, not on the date the invoice was issued and not on the date of your first request. Your start and end dates are shown on the plan document and in the portal at crm.zylax.com.my.
Unused hours
Hours are allocated for the term. Unused hours generally do not roll forward indefinitely, because the plan reserves capacity in our schedule whether or not you use it. If you have a specific situation, such as a quiet period followed by a heavy one, tell us before the term ends and we will discuss what is reasonable rather than applying the rule blindly.
Running out early
If you exhaust your hours before the term ends, we tell you as you approach the limit rather than after you pass it. You then choose whether to purchase additional hours, upgrade the plan, or defer non urgent work to the next term. Routine included tasks such as security updates and monitoring continue regardless, because letting those lapse defeats the purpose of the plan.
Avoiding a rush at the end
Requests submitted in the last few days of a term may not be completed within it, especially if they need your review or content. If you have work you want done under the current term, send it with time to spare. We will flag anything that will not fit and tell you honestly.
Lapsed plans
If a plan expires without renewal, routine updates and monitoring stop. The site continues to run, but plugin and core updates are no longer applied, which is the point at which security risk starts accumulating. Restarting later often needs a catch up session to bring an out of date site back to a safe state.
To check your term dates or discuss timing, reply to your email thread or contact [email protected].
