Knowing who to contact, and about what, stops questions bouncing around and getting answered twice.
On the Zylax side
- Project contact. Named at kickoff. Handles day to day progress, scheduling, content chasing, and questions about what is built. This is your default contact for anything about the work itself.
- Technical team. Reached through your project contact, not directly. Bugs and technical questions get logged against the project so they are tracked rather than lost in a chat.
- Accounts. Invoices, payment confirmation, receipts and payment schedule questions. Reply to the invoice email or use the invoice thread in the portal.
- General support. [email protected] reaches everyone. If you are unsure who handles a question, send it here and it will be routed.
On your side
We ask for one primary contact who can make decisions, plus optionally a content contact who supplies material. You can add more people as portal contacts at crm.zylax.com.my with their own logins, which is useful when finance needs invoice access but not project access.
Why a single decision maker matters
When feedback arrives from several people separately, and the comments conflict, we have to stop and ask which one wins. Consolidating feedback on your side into one reply keeps the build moving. It also means design decisions do not get reversed two weeks later by someone who was not in the loop.
Response times
We work Malaysian business hours. Messages sent during those hours are normally answered the same working day. Messages sent over the weekend or a public holiday are picked up the next working day. Anything genuinely urgent on a live site should say so in the subject line.
Where to put things in writing
Approvals, scope changes and anything with a cost implication should go in email or the portal, not a voice call. A written record protects both sides.
If your contact person changes, tell us in writing so we update the project record. Reply to your email thread or write to [email protected].
