Escalations
Clearly defined support structure to get you going, and to keep you going.
Need help now?
Give us a call
AU: 1300 016 678 NZ: 0800 534 567
reliable support
Hours of operation and ways to get in touch. Outside of these hours calls will go to our after-hours call centre where your information is collected and an on call engineer will call you back.
Service Desk (Option 2)
NZ: 0800 534 567
AU: 1300 016 678
| 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 |
| Australia | |
|---|---|
| Australian Eastern Standard Time | |
| Weekday staffed support hours | 5:00am – 5:00pm AEST |
| Weekend staffed hours: | 6:00am – 2:00pm AEST |
| Australian Central Standard Time | |
| Weekday staffed support hours | 5:30am – 5:30pm ACST |
| Weekend staffed hours: | 6:30am – 2:30pm ACST |
| Australian Western Standard Time | |
| Weekday staffed support hours | 4:00am – 5:00pm AWST |
| 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 Delivery
Your escalation point for high priority issues if there has been no response from the Service Desk team after 30 minutes.
Head of Networks
Your escalation point for high priority issues if there has been no response from the Head of Service Delivery after an hour.
Head of Business
Your escalation point high priority issues if there has been no response from the Head of Engineering 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 Delivery
Your escalation point for high priority issues if there has been no response from the Service Desk team after 30 minutes.
AU: +61 433 951 961
NZ: +64 797 499 73
Timeline: < 2 Hours
Chris Browning
Head of Networks
Your escalation point for high priority issues if there has been no response from the Head of Service Delivery after an hour.
AU: +61 7 5597 9099
NZ: +64 21 259 0964
Timeline: < 4 Hours
Nick Phillips
Head of Business
Your escalation point for high priority issues if there has been no response from the Head of Networks 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.
NOC Team Lead
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 Delivery
Your escalation point for medium and low priority issues if there has been no response from the Service Desk team after 1 hour.
Head of Networks
Your escalation point for medium and low priority issues if there has been no response from the Head of Service Delivery after 2 hours.
Head of Business
Your escalation point high priority issues if there has been no response from the Head of Engineering 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
Sheree Carter
Networks Operations Centre (NOC) Team Lead
Your escalation point for medium and low priority issues if there has been no response from the Service Desk team after 30 minutes.
AU: +61 755 979 002
NZ: +64 27 474 3733
Timeline: < 2 Hour
David Rowe
Head of Service Delivery
Your escalation point for medium and low priority issues if there has been no response from the NOC Team Lead after 1 hour.
AU: +61 433 951 961
NZ: +64 797 499 73
Timeline: < 4 Hours
Chris Browning
Head of Networks
Your escalation point for medium and low priority issues if there has been no response from the Head of Service Delivery after two hours.
AU: +61 7 5597 9099
NZ: +64 21 259 0964
Timeline: < 8 Hours
Nick Phillips
Head of Business
Your escalation point for medium and low priority issues if there has been no response from the Head of Networks after 4 hours.
AU: +61 447 593 682
NZ: +64 21 230 0997
Need help now?
reliable support
Hours of operation and ways to get in touch. Outside of these hours calls will go to our after-hours call centre where your information is collected and an on call engineer will call you back.
Service Desk (Option 2)
NZ: 0800 534 567
AU: 1300 016 678
| New Zealand | |
|---|---|
| Weekday staffed support hours: | 8:00am – 7:00pm NZDT |
| Weekend staffed hours: | 9:00am – 5:00pm NZDT |
| Australia | |
|---|---|
| Australian Eastern Standard Time | |
| Weekday staffed support hours | 6:00am – 4:00pm AEST |
| Weekend staffed hours: | 6:00am – 2:00pm AEST |
| Australian Central Standard Time | |
| Weekday staffed support hours | 6:30am – 4:30pm ACST |
| Weekend staffed hours: | 6:30am – 2:30pm ACST |
| Australian Western Standard Time | |
| Weekday staffed support hours | 4:00am – 2:00pm AWST |
| Weekend staffed hours: | 4:00am – 12:00pm AWST |
reliable support
Hours of operation and ways to get in touch
Weekday staffed support hours
8:00am – 7:00pm NZDT
6:00am – 4:00pm AEST
Weekend staffed hours
9:00am – 5:00pm NZDT
6:00am – 2:00pm AEST
Outside of these hours calls will go to our after-hours call centre where your information is collected and an on call engineer will call you back.
