Formalising after-hours business provisioning support
Making changes to a business connection usually involves a short service outage, which can be disruptive for business. We have taken your feedback on board and intend to formalise the level of after-hours support that is available for business products, effective 14 February 2021.
Minimise disruption with after-hours provisioning support
Change requests can involve a small service outage while the connection is being reconfigured – typically no longer than a few minutes. Examples include changing the bandwidth (e.g. from 100Mb to 1Gb), remapping the circuit to a different handover, etc.
Our business provisioning teams operate Monday-Friday during the following hours:
Provisioning team | Products they look after | Standard operating hours |
Fibre Managed Data | NGA Business Premium (EBS4), HSNS | 8AM – 5PM |
Business Premium | NGA Business (BS3/3a), Hyperfibre Business | 7AM – 7PM |
Business Standard | Business Evolve (BS2), Small Business Fibre (BS2), Hyperfibre Small Business | 7AM – 7PM |
Select business products benefit from after-hours provisioning support as set out below:
Product | After-hours support | After-hours support price |
NGA Business Premium (EBS4) | Available 24/7 | FREE |
HSNS Premium | Available 24/7 | $102.19* |
NGA Business (BS3/3a) | Available 24/7 | $102.19* |
Hyperfibre Business | Available 24/7 | $102.19* |
Business Evolve (BS2) | Not available | N/A |
Small Business Fibre (BS2) | Not available | N/A |
Hyperfibre Small Business (BS2) | Not available | N/A |
HSNS Lite Fibre | Not available | N/A |
HSNS Lite Copper | Not available | N/A |
*The cost of after-hours support is $102.19 for the first hour. Should the required work take longer than an hour, we will charge in additional 15-minute blocks. |
After-hours support terms
All after-hours provisioning support requests are subject to the following terms:
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After-hours provisioning support requests have a 3-week minimum lead time.
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All after-hours provisioning support requests are actioned on an ad-hoc basis and depend on resource availability, except for the recently introduced 24/7 hot cutovers for NGA Business Premium.
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Requests for after-hours provisioning support will be approved at Chorus’ discretion. We may decline a request or propose a reschedule for the following reasons (without limitation):
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Resource unavailability for the requested date.
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Any planned or unplanned system outage that affects our ability to action your request.
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Except for NGA Business Premium and HSNS Premium, after-hours provisioning support is available only if there is no field technician requirement.
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The after-hours support charge is an hourly rate. You can request multiple qualifying orders to be processed at the same time.
Requesting after-hours provisioning support
Please refer to this quick guide which details the process you will need to follow to request after-hours provisioning support.
If you have any questions or feedback, please reach out to your account manager.