Informer 367: 2 June 2016

There will be a planned outage from the 10.00pm on Thursday 16 June through to the 7.00am on Monday 20 June that will mean some systems and services in ICMS will be unavailable.

What's happening?

Spark are planning an outage in one of our shared systems so they can perform necessary updates.

It’s not unusual for either Chorus or Spark to minimise the risk of system changes by putting our shared ICMS system into a read only state, providing a stable platform for work to be undertaken.

While the Chorus Portal and OOT are linked to this system, they have separate queues. This means you can continue to submit provisioning orders during this planned outage, however, orders will not be processed until Monday morning and SPM, SIFT and Porting services will unavailable.

What's the detail?

This work relates to the planned ICT event notification issued on 1 June 2016 (ref: CR81352). Here are some potential impacts and steps you should consider:

Fulfil

1. Install Support (including Manage Agree) – we’ll continue to contact your customer to confirm appointments and set install expectations within 48hrs of orders being submitted. Requests for order changes (e.g. appointment reschedules and updates to contact details) will not be actioned until after the outage window. We’ll let your customer know there is a delay and make updates from Monday morning.
2. NGA provisioning orders – when ICMS is read only orders already passed to our service company partners will continue as planned. However, if an RFS date is due on Friday 17 June or Saturday 18 June and requires rescheduling, then you won’t see the change to RFS until the end of the planned outage. We recommend that you continue to use the service given notifications in both OOT and Chorus Portal to manage your account activations. RFS date changes will be updated in the system on Monday morning. Our provisioning team will work as quickly as possible to respond to requests and escalations, however please bear with us as we work to clear queues following the outage. Please continue to follow the escalation process for all medical, civil emergence or critical issues.
3. Copper provisioning orders – where possible, copper in-flight intact orders will be activated before the outage window. Orders requiring field technicians will be completed as scheduled. If you submit an order during the outage then it will not be processed until Monday morning, however we will manually action high priority medical escalations. Please refer to our escalation matrix.
4. Porting – we have been advised that Porting services for both copper and fibre services won’t be available during this outage window. You’ll need to advise your customer that there will be a delay to voice services, or request a reschedule of clothed orders ahead of the outage window. Your Service Delivery Manager can provide a list of your orders with an RFS due during the outage window.

Assure

1. SPM access – This system will be unavailable during the outage window, however faults can continue to be logged normally.

Billing

1. SIFT access - This system will be unavailable, so we recommend that you access any e-bill requirements ahead of the outage window. If you have an urgent billing enquire, please contact us via TED or Chorus_billing@chorus.co.nz.

Who should I contact?

For more information please contact your Service Delivery Manager.