Informer 291 (revised): 23 October 2015

 We want to be sure that you are aware of the availability of our support teams and planned work restriction period for the 2015/16 Christmas break. We have amended the table that was sent in Informer 291 on 20th October with the table at the bottom of this Informer. We apologise for the confusion. 

What's the detail?

Here are the key dates you need to be aware of:

Chorus offices:

Our offices will be closed from 5.00pm 23 December 2016, reopening on 11 January 2016, but there will be teams available as follows:

• Our Provisioning and Billing Support teams will be available between 8.00am and 5.00pm Monday to Friday, excluding statutory holidays.
• Ready for service 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 24/7.

Standard BAU escalation processes will apply for all Chorus operational groups. The latest escalation criteria and contacts can be found in the Resources and Support section of the website.

Planned Work Restriction - Network Assets

From 5:00pm 18 December 2015 to 8:00am 11 January 2016.

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 24/7 irrespective of the holiday period.

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

From 5:00pm 18 December 2015 to 8:00am 11 January 2016.

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.

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

Network Build

All pre-agreed UFB and subdivision build work will continue as normal throughout the Christmas break.

Any build work that creates risk to the existing core and access network elements will be restricted and deferred until after 11 January 2016.

Work Restriction Calendar

Who do I contact?

For more information please contact your Service Delivery Manager.