Our fault support and escalation matrix outlines how to request assistance for a priority fault, or remote hands request for our Piermark Drive Data Centre in Albany Auckland. You can also view our response targets and how to escalate your issue if a target is missed.
Priority | P1 | P2 | P3 / Remote Hands / MAC | P4 / Remote Hands / MAC
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Priority Definition | A fault causing loss of service affecting multiple sites/users across multiple regions or nationwide. e.g.
| A fault causing degraded service, affecting multiple users/sites e.g.
OR Customer infrastructure fault causing degraded service or pre-fault condition which could escalate to a P1 ie. HDD failure.
| A fault causing loss of service, affecting a single user/circuit.
OR A remote hands requests to assist with fault finding. | A fault causing degraded service, affecting a single user/circuit. e.g.
OR A MAC request which can be scheduled such as cabling changes, hardware changes, project work. |
Fault Lodgment | P1 & P2 Faults During Business Hours: Mon to Fri 08:00 to 18:00 (excluding stat holidays) Contact the NOC Team on any of the numbers below, then option 4 09 280 4135 04 974 8139 03 281 8106 +612 8355 7049 * Before raising a fault please check the service status page for any known issues: https://status.voyager.nz/ | P3 & P4 Faults or MACs/Remote Hands Requests During Business Hours: Mon to Fri 08:00 to 18:00 (excluding stat holidays) Raise a Fault by emailing pmddc@voyager.nz with all relevant information. | ||
After Hours: Call our NOC team on any of the above numbers and follow the prompts to page the on-call engineer who will respond within 30 minutes | After Hours: Raise a Fault by emailing pmddc@voyager.nz with all relevant information.
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Response & Update Targets
| During Business Hours: 80% of calls answered within 60 seconds – Troubleshooting begins once call answered. Escalation to Engineering team if unable to resolve within 1 hour of commencing troubleshooting. Updates will be dependent on fault type and vendor, but we will attempt to provide updates on an hourly basis.
After Hours: On-call engineer will respond within 30 minutes. Updates will be dependent on fault type and vendor, but we will attempt to provide updates on an hourly basis.
Escalations: The criteria for a fault escalation includes; no updates, missed commit, medical emergency, and civil or disaster recovery/request.
| During Business Hours: 80% of calls answered within 60 seconds – Troubleshooting begins once call answered. Escalation to Engineering team if unable to resolve within 1 hour of commencing troubleshooting. Updates will be dependent on fault type and vendor, but we will attempt to provide updates on an hourly basis.
After Hours: On-call engineer will respond within 60 minutes. Updates will be dependent on fault type and vendor, but we will attempt to provide updates on an hourly basis.
Escalations: The criteria for a fault escalation includes; no updates, missed commit, medical emergency, and civil or disaster recovery/request.
| During Business Hours: 80% of emails responded to within 1 business day. 80% of calls answered within 60 seconds – Troubleshooting begins once call answered. Updates provided as available.
Escalations: The criteria for a fault escalation includes; no updates, missed commit, medical emergency, and civil or disaster recovery/request.
Escalation Levels During Business Hours: Level 2 – NOC Manager (ring 09 551 7998)
| During Business Hours: 80% of emails responded to within 1 business day. 80% of calls answered within 60 seconds – Troubleshooting begins once call answered. Updates provided as available.
Escalations: The criteria for a fault escalation includes; no updates, missed commit, medical emergency, and civil or disaster recovery/request.
Escalation Levels During Business Hours: Level 2 – NOC Manager (ring 09 551 7998)
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Escalation Levels During Business Hours: Level 2 – NOC Manager (ring 09 551 7998)
Escalation Levels After Hours: Level 2 - NOC Manager (ring 09 6660291)
Level 3 - Chief Operating Officer (ring 09 6660233)
| Escalation Levels During Business Hours: Level 2 – NOC Manager (ring 09 551 7998)
Escalation Levels After Hours: Level 2 - NOC Manager (ring 09 6660291)
Level 3 - Chief Operating Officer (ring 09 6660233)
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