This document outlines how Voyager Internet customers can obtain support for their managed servers, including business-hours and after-hours procedures, contact details, and applicable charges.
1. Business Hours Support
Before contacting support, customers should first check the Voyager Service Status page for any known outages or maintenance events that may be affecting their service:
Service Status: https://voyager.nz/support/service-status
If no relevant issue is listed, please proceed with the support options below.
Hours: Monday to Friday, 08:00–18:00 (excluding public holidays)
Phone Number: 09 280 4135
Rate: $170 + GST per hour – Minimum charge: 30 minutes
Business-hours support is handled by the standard engineering team. All work is billed in accordance with the above rate unless otherwise specified in the customer’s contract.
Raising Non-Urgent Issues
For non-urgent support requests, customers can email the Managed Services team:
Email: managed@voyager.nz
These requests will be handled during business hours and are not subject to after-hours charges.
2. After-Hours Support
After-hours support is available for urgent issues outside the standard business-hours window.
Phone Number (After-Hours): 09 280 4135
Please do not email support requests after hours as the mailbox is not monitored outside business hours.
Rate: $250 + GST per hour – Minimum charge: 1 hour
Midnight–06:00: 2-hour minimum charge
After-hours calls are routed to the on-call engineer who will respond within 30 minutes. All after-hours work is chargeable at the above rate.
3. Summary of Charges
| Time Period | Hourly Rate | Minimum Charge |
|---|---|---|
| Business Hours (08:00–18:00) | $170 + GST | 0.5 hours |
| After Hours | $250 + GST | 1 hour |
| Midnight–06:00 | $250 + GST | 2 hours |
Get in touch
For any additional help, give us a call on 0800 477 333 (8AM to 10PM, 7 days a week).