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AU: 1300 016 678 NZ: 0800 534 567
reliable support
Service Desk (Option 2)
NZ: 0800 534 567
AU: 1300 016 678
After hours calls will be allocated to on call engineer who will contact you as soon as possible.
| New Zealand | |
|---|---|
| Weekday staffed support hours: | 8:00am – 7:00pm NZDT |
| Weekend staffed hours: | 9:00am – 5:00pm NZDT |
| Australia | |||||
|---|---|---|---|---|---|
| Australian Eastern Standard Time | Australian Central Standard Time | Australian Western Standard Time | |||
| Weekday staffed support hours | 5:00am – 5:00pm AEST | Weekday staffed support hours | 5:30am – 5:30pm ACST | Weekday staffed support hours | 4:00am – 5:00pm AWST |
| Weekend staffed hours: | 6:00am – 2:00pm AEST | Weekend staffed hours: | 6:30am – 2:30pm ACST | Weekend staffed hours: | 5:00am – 12:00pm AWST |
| Service Parameter | 8am – 5pm Monday to Friday Target Response Time* | Other Times |
|---|---|---|
| Fault Acknowledgement | Immediate upon request being received by Lightwire Service Desk | 30 mins |
| Fault Identification | 30 mins | 2 hours |
* Excludes Public Holidays (reverts to After Hours Target Response Times)
High Priority Escalation
High priority issue = client unable to continue doing business.
Ticket
Call the Service Desk or write an email stating your issue to: support@lightwirebusiness.com. Please follow up on urgent issues with a phone call.
Service Desk
Service Desk target response time is within 30 minutes.
Head of Service
Your escalation point for high priority issues if there has been no response from the Service Desk team after 30 minutes.
Chief Technology Officer
Your escalation point for high priority issues if there has been no response from the Head of Service after an hour.
GM - Commercial
Your escalation point high priority issues if there has been no response from the CTO after 2 hours.
Key Staff to Contact
High Priority Escalation
High priority issue = client unable to continue doing business.
Timeline: ASAP
You
Lodge a Ticket
Call the Service Desk, lodge a ticket via illume, or write an email stating your issue to: support@lightwirebusiness.com.
Please follow up on urgent issues with a phone call.
AU: 1300 016 678
NZ: 0800 534 567
Timeline: < 30 Min
Service Desk
Networks Operations Centre (NOC)
The Networks Operations Centre (NOC) also known as the Service Desk will handle your ticket with a target response time that is within 30 minutes.
Timeline: < 1 Hour
David Rowe
Head of Service
Your escalation point for high priority issues if there has been no response from our Service Desk team after 30 minutes.
AU: +61 433 951 961
NZ: +64 797 499 73
Timeline: < 2 Hours
Chris Browning
Chief Technology Officer
Your escalation point for high priority issues if there has been no response from our Head of Service after an hour.
AU: +61 7 5597 9099
NZ: +64 21 259 0964
Timeline: < 4 Hours
Nick Phillips
General Manager - Commercial
Your escalation point for high priority issues if there has been no response from our CTO after 2 hours.
AU: +61 447 593 682
NZ: +64 21 230 0997
Medium & Low Priority Escalation
Medium priority = client can continue but operations are impaired by issue.
Low priority = client still operational, but non-critical features are unavailable.
Ticket
Call the Service Desk or write an email stating your issue to: support@lightwirebusiness
.com
Service Desk
Service Desk target response time is within 30 minutes.
Service Desk Manager
Your escalation point for medium and low priority issues if there has been no response from the Service Desk team after 30 minutes.
Head of Service
Your escalation point for medium and low priority issues if there has been no response from the Service Desk Manager after 1 hour.
Chief Technology Officer
Your escalation point for medium and low priority issues if there has been no response from the Head of Service after 2 hours.
GM - Commercial
Your escalation point high priority issues if there has been no response from our CTO after 4 hours.
Key Staff to Contact
Medium & Low Priority Escalation
Medium priority = client can continue but operations are impaired by issue.
Low priority = client still operational, but non-critical features are unavailable.
Timeline: ASAP
You
Lodge a Ticket
Call the Service Desk, lodge a ticket via illume, or write an email stating your issue to: support@lightwirebusiness.com
AU: 1300 016 678
NZ: 0800 534 567
Timeline: < 30 Min
Service Desk
Networks Operations Centre (NOC)
The Networks Operations Centre (NOC) also known as the Service Desk will handle your ticket with a target response time that is within 30 minutes.
Timeline: < 1 Hour
David Rowe
Head of Service (Acting Service Desk Manager - TBA)
Your escalation point for medium and low priority issues if there has been no response from our Service Desk team after 30 minutes.
AU: +61 433 951 961
NZ: +64 797 499 73
Timeline: < 2 Hour
David Rowe
Head of Service
Your escalation point for medium and low priority issues if there has been no response from our Service Desk Manager after 1 hour.
AU: +61 433 951 961
NZ: +64 797 499 73
Timeline: < 4 Hours
Chris Browning
Chief Technology Officer
Your escalation point for medium and low priority issues if there has been no response from our Head of Service after two hours.
AU: +61 7 5597 9099
NZ: +64 21 259 0964
Timeline: < 8 Hours
Nick Phillips
General Manager - Commercial
Your escalation point for medium and low priority issues if there has been no response from our Chief Technology Officer after 4 hours.
AU: +61 447 593 682
NZ: +64 21 230 0997