Every project includes a post launch support period. Your quotation states its length. This article explains what it covers and what sits outside it.
What is covered
- Defects in what we delivered. A form that stops sending, a layout that breaks on a particular device, a function that does not behave as specified.
- Errors introduced by our deployment.
- Questions about how to use the admin area of what we built.
- Configuration issues arising directly from the launch, such as an email notification going to the wrong address.
These are fixed at no additional cost.
What is not covered
- New pages, new features or design changes.
- Content updates, unless a content maintenance plan is in place.
- Problems caused by changes made by you or a third party after handover.
- Third party outages, such as your hosting or payment provider going down.
- Renewals for domains, hosting and licences, which are separate.
These are quoted as separate work.
How to raise something
Open a support ticket in the portal at crm.zylax.com.my with the page address, what you did, what happened, and a screenshot. Tickets are tracked and visible to the whole team, which is why they get answered faster than a direct message to one person.
Response times
We work Malaysian business hours. Anything affecting a live site, such as the site being down or payments failing, should be marked high priority and stated clearly in the subject line.
When the period ends
You can move to a maintenance plan covering updates, backups, monitoring and a monthly allowance of changes, or engage us as needed on a quoted basis. Sites left with no updates for a long period accumulate security and compatibility problems, so a plan is usually the cheaper route.
Keep your access safe
Store your admin credentials and handover document somewhere your team can find them. Losing admin access is a slow problem to unwind.
To discuss ongoing support options, reply to your project thread or write to [email protected].
