Some complex or time-intensive requests may incur an additional fee of $60 + GST.
These charges apply to work that sits outside standard support and involves more in-depth configuration or effort. Voyager Voice Lite (VV Lite) is designed as a self-service product, however if you need our assistance with tasks that go beyond standard support, the applicable Complex Task fee will apply. This is separate from the Voyager Voice Lite $25 MAC fee, which covers general Move/Add/Change requests.
In many cases, you can complete these tasks yourself using the Cloud Voice Control Panel: https://cloud-voice.voyager.nz/
For step-by-step guidance, please see our support article: https://support.voyager.nz/knowledgebase/article/KA-01302
Services That May Incur the Fee
- Call Flow Setup Consultation – If you’d like us to review your existing call flow design and provide advice or recommendations on improvements.
- Account Audit & Clean-up – If you need help tidying up your Voice setup (users, devices, call groups, and related configuration). This is useful if several people have managed your account over time and things are now a bit disorganised.
- Call Flow Recovery – If a call flow has been deleted by mistake or needs to be rebuilt, and you’d like us to help re-create it for you.
- Editing Your Audio Greetings – If you need assistance editing your audio files for announcements or IVR menus. (We also offer professional greeting creation as a separate service. If you are interested, please reach out to our sales team.)
- Call Flow Export – If you require an export or overview of your current call flow structure.
- Call Log Export – If you need a detailed export of call logs. As these may contain private information, we take care to remove sensitive data, which can take time. You can access general call log information any time via your Control Panel.
By requesting a Complex Task, you agree to the terms set out below. These terms apply in addition to Voyager’s Standard Terms and Conditions: voyager.nz/terms/business. If there is any inconsistency, these specific terms take precedence.
- Scope of Services: Complex Tasks include work that falls outside standard support for Voyager Voice and Voyager Voice Lite. These services are performed on request and on a reasonable-efforts basis. While care is taken with all work, some tasks may require adjustments to your existing setup or may not be able to be completed exactly as requested.
- Customer Responsibility for Configuration and Data: You are responsible for maintaining or exporting any configuration, call flows, or data you may need. We recommend saving or documenting any relevant information before requesting a Complex Task. Because configuration changes may alter or replace data, it is important to ensure you have any data you require.
- Service Impact: Some work may temporarily interrupt call flows or require configuration changes. We will take reasonable steps to minimise any disruption, but uninterrupted service or specific completion timeframes cannot be guaranteed.
- Liability: Voyager will carry out Complex Tasks using reasonable care and skill. Voyager is not responsible for indirect or consequential loss arising from configuration changes or the performance of these tasks.
- Fee: Each Complex Task request incurs a flat fee of $60 + GST per request. This fee is separate from the Voyager Voice Lite (VV Lite) $25 MAC fee, which applies to general Move/Add/Change requests.
- Support Hours: Complex Tasks can only be completed during Voyager business hours. Requests received outside these hours will be actioned on the next business day.
- Acceptance: By requesting a Complex Task, you confirm that you have read and understood these terms.
Get in touch
For any additional help, give us a call on 0800 477 333 (8AM to 10PM, 7 days a week).