|
FAQ Summary – Questions and Answers
- General
- My MYL Account
- Brand GUARDIAN
- Online English Editing
- Translation
- Training
General
Q: I'm not sure how to use the MYL service. Can I request a demonstration?
A: Yes, we will conduct a demonstration in your office by appointment. Alternatively, you can view our online demonstration by visiting our website at www.mylGlobal.com/en/demo.jsp. This provides an easy step-by-step guide to using our services.
Q: I have a referral I'd like to make to MYL. Do I get anything in return for my referral?
A: To show our appreciation, MYL will either credit the referee's account or send a cheque to the referee of each successful referral. Rates are shown below:
Editing: 10% of the total amount of the first month's usage
Translation: 10% of the total amount of the first month's usage
Training: 10% of the total amount of the first month's usage
Q: What payment options are available?
A: You may pay by credit card (Visa, MasterCard, AMEX), company or direct bank transfer. Alternatively, you can contact our Business Development Department on (852) 2526 2397 or email us at sales@myl.com.hk for more information. MYL will need to keep a small deposit on your account based on your estimated monthly usage.
Q: How does MYL bill me if I don't want to put a deposit in my online account?
A: Usually, Clients who subscribe to the Regular or One-Off Editing services are required to pay a deposit. If you have any difficulty making a deposit online, you are welcome to contact our sales representative on (852) 2526 2397 or email us at sales@myl.com.hk for assistance.
My MYL Account
Q: How do I use my User ID and Password?
A: Visit our homepage at www.mylGlobal.com and log in with your User ID and Password. The service is available 24 hours a day, 7 days a week.
Q: Can I change my MYL Login and Password?
A: Yes, you can change your MYL Login and Password by submitting a request to support@myl.com.hk. Our support team will contact you within one business day.
Q: What do I do if I lose my password?
A: If you are a Brand GUARDIAN user, you can retrieve your password by submitting a request through the Password Recovery page at www.mylGlobal.com/rte/forgetPassword.jsp. Your password will be sent to the email address that you registered as the return email address of your account. If you are not a Brand GUARDIAN user, you can email us your registered login email address to support@myl.com.hk. Our support team will contact you within one business day.
Q: How do I change my email address?
A: You can change your email address by submitting a request to support@myl.com.hk. Our support team will contact you within one business day.
Editing
Brand GUARDIAN
Q: What is Brand GUARDIAN?
A: Brand GUARDIAN is designed for Clients who require immediate service from MYL's editing team. By paying a fixed monthly fee, Clients can submit an unlimited number of words for editing and register as many users as they need to.
Q: What do I do if I need to query something with the editor?
A: After logging in, you can send your editing queries to your designated editor by clicking on "Job Enquiry". Your editor will reply to you as soon as possible.
Q: How long will my edited documents stay in MYL's system?
A: Ensuring the confidentiality and security of our Clients' documents is our top priority. Your edited documents will be removed from our system 24 hours after our editors return the work to you.
Q: What should I do if I want to query an edited document after 24 hours?
A: In such a case, you should re-submit the relevant document to the same editor who completed the work previously for his/her reference in order to ensure that the editor knows exactly which document you are referring to.
Q: How do I communicate with the editor?
A: You can communicate with your editor by simply logging on to the MYL system and clicking on "Job Enquiry".
Q: Will my superior have access to the documents I submit?
A: Your superior will only have access to the documents you submit if you copy him/her on the 'return email' box when you submit the document. Otherwise, you and your editor are the only ones with access to the document.
Q: When I login and find that my editor is 'offline', can I still submit a job or do I have to wait until he/she is online?
A: You may still submit your job. It will be held in the queue until it is time for the editor to log on.
Q: When is my editor 'online'?
A: The hours when your editor appears online are shown on the left hand side of the screen on the page where the timer is shown.
Q: What is the fastest way to access MYL's Brand GUARDIAN service?
A: The fastest way to access Brand GUARDIAN is by saving the MYL icon to your desktop. Simply click on the icon for instant access to the service. To download the icon click this link http://mylGlobal.com/desktopicon.jsp and follow the instructions on the page.
Regular Online English Editing Service or One-Off Editing Service
Q: What are the Regular Online English Editing and One-Off Editing services?
A: The Regular Online English Editing and One-Off Editing services are designed for Clients who do not regularly require documents to be edited and returned in real time, but need work completed within a specific turnaround time. For more details, please contact our sales representative on (852) 2526 2397 or email us at sales@myl.com.hk
Q: How long will my edited documents stay in MYL's system?
A: As always, ensuring the confidentiality and security of our Clients' documents is our top priority. Your edited documents will be removed from our system 24 hours after our editors return the work to you.
Q: What should I do if I want to query the edited document after 24 hours?
A: In such a case, you use the Job Enquiry function. Select your job number from the drop box, and type your questions in the Comments box. Your questions will go to the same editor who completed the work previously.
Q: Do I need to pay a deposit when applying for these editing services?
A: Yes. A returnable deposit of US$65 must be made to MYL when you subscribe to our Regular or One-Off Editing service.
Translation
Q: I have a language you don't seem to translate – can MYL help?
A: Unfortunately, we can only provide translation services for the listed languages.
Q: I have a very large translation job. Can I obtain a bulk discount?
A: Please contact one of our Business Development Managers on (852) 2526 2397 or email us at sales@myl.com.hk for information and a free quote. Discounts generally depend on several factors, e.g. volume, turnaround time required, complexity of the documents etc.
Q: What should I do if I want to query the translated document?
A: After logging in, you may send any queries to the designated translator by clicking on "Job Enquiry". Your translator will reply to you as soon as possible.
Q: If I request a translation in more than one language, how are the translations returned to me?
A: Each translation will be returned to you separately within a specified turnaround time.
Q: Will I get a quotation for each translation job I submit through the system?
A: No. Please refer to our rates listed on our website to calculate the approximate cost of each job.
Q: Can I cancel a job that has already been picked up by a translator?
A: No.
Q: How does MYL bill me if I don't want to put a deposit in my online account?
A: An invoice will be sent to you at the end of every month.
Training
Q: Is it possible to meet one of MYL's trainers in person before signing up for a course?
A: Most of our trainers are stationed overseas so it is unlikely that you can meet with them. However, we can provide you with brief bios of your designated trainers for your reference.
Q: Should I take the online English quotient test?
A: We strongly recommend that all students take the test before starting the course so that we can provide you with the most appropriate assignment questions based on your test result.
Q: When and where can I get my MYLEP training account?
A: Your MYLEP User ID and Password will be sent to you by email within three days of confirmation of the course.
Q: Can I submit all the assignments at the same time?
A: In order to get the most from the course, we recommend that you read and learn from the trainer's comments before working on the next assignment. For this reason, you are only allowed to submit 3 assignments at any one time.
Q: What happens if my assignment is longer than 250 words?
A: The trainer will only mark the first 250 words of any document.
Q: What can I do online apart from sending assignments?
A: The online system also provides you with additional reading materials, grammar tips, online exercises and company news. Please visit our training page regularly to make the most of our resources.
Q: Can I let my colleagues use my account?
A: No. Your trainer marks each of your assignments and makes comments based on that assignment and your general progress. Submitting a document which has not been written by yourself will not help you to improve your English.
Q: If I have a question about one of my assignments, how do I ask my trainer?
A: Please include your question in the comments box next time when you submit an assignment. You may also include a question on your assignment document.
Q: If I go on a business trip aboard, can I still use the service?
A: Yes. The MYL system is designed for users to use anytime and anywhere. As long as you have internet access, assignments can be completed anywhere in the world.
Q: How do I check my progress?
A: Individual users can check their progress at any time during the course by logging into the MYL system. Corporate Clients will be sent a monthly progress report for all users in the company. Our system will also send you a reminder if you have not submitted any work to us for a week.
Q: What if I cannot complete all the assignments by the 3-month deadline?
A: Normally, we cannot issue a certificate to users who do not complete the course within the deadline. However, in special circumstances we will consider extending the deadline if notice is given in advance.
|
