As we all take a well-earned break we want to reduce the risk of any service disruptions and provide the customer support services you need over the holiday period.

What's happening?

Some work restrictions will be in place to help us minimise the risk of network faults and provide a stable Information System (IS) environment.

What's the detail?

There are some key dates for you to be aware of:

Chorus offices:

Our offices will be closed from 5pm 19 December 2014, reopening on 7 January 2015 but there will be teams available as follows:

• Our Provisioning and Billing Support Teams will be available between 8.00 am and 5.00 pm Monday to Friday, excluding statutory holidays.
• Ready for service (RFS) dates provided over this period will reflect the Field Force schedule availability, including data provisioning requests.
• Our Assure Support team and Field Force Restoration teams will continue to operate 24 hours 7 days a week.

Standard BAU Escalation processes will apply for all Chorus Operational groups. The latest Escalation criteria and contacts can be found on the Chorus website: http://customer.chorus.co.nz/escalation-processes.

Planned Work Restriction - Network Assets 

From 6:00pm 19 December 2014 to 8:00am 5 January 2015

The planned work restriction covers activity where work on network assets or system requests could affect the services your customers rely on, or another retail service provider’s network.

Our Field Force Teams will be operating throughout the holiday period including stat days with schedules adjusted to meet forecasted demands. This includes our normal fault restoration services which operate 24 hours, 7 days, irrespective of the holiday period.

Planned Work Restriction - Chorus Business-Grade Fibre and Co-Location Services (COLO) 

From 8:00am 8 December 2014 to 8:00am 13 January 2015

The planned work restriction covers any build work in COLO areas including installation of racks, sub-racks or connection of new equipment to power and network services. There are no restrictions on customers accessing their equipment in COLO areas for the purposes of maintenance however. 

Provisioning of Chorus business-grade fibre products is also restricted during this time. 
Our Field Force Teams will be operating throughout the holiday period including stat days with schedules adjusted to meet forecasted demands. This includes our normal provisioning services which will continue to operate as usual with the exception of the public holidays.

Who do I contact?

For more information please contact your Account Manager or Service Delivery Manager.