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Ongoing support from Chorus

Q. How do I obtain a Chorus PTC permit?

Go to www.telepermit.co.nz and register a request.

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Q. Who do I go to for clarification of technical issues?

The first contact should be via your Account Manager, who will arrange the appropriate person to contact you.

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Q. Who will support me in the development of my end of the B2B interface?

A.  Contact your Account Manager, who will arrange the appropriate person to contact you.

Q. Can I use Chorus’s address files?

No.

Q. How do I apply for additional Cardax Cards?

A.  Fill in the Cardax application form which is available from the Customer Documents area on the Chorus website, attach this and a scanned passport photo of the applicant to an OO&T request, lodged via the Miscellaneous Co-location form.  The Chorus Co-location Project Manager can be contacted for follow-up.

All applicants must have successfully completed the site accreditation training before cards will be issued.

Q. How do I apply for additional training (All systems and processes)?

During the Implementation period all training requirements can be directed to your Implementation Manager and there is no charge.

Once implementation is finished additional training can be arranged with your SDM, they will want to ensure that specifically address areas which you may be experiencing difficulty with.

Note: under the STD additional OO&T and OFM training can be charged for, check with your SDM with regards this cost.

Q. How can I arrange a UCLL/Co-location familiarisation site visit for my teams?

During the Implementation period this can be arranged with your Implementation Manager or Account Manager and they are free.

At any later stage this can be arranged with your SDM but these visits will incur a cost.

Q. How do I arrange escorted access?

During the Co-location build phases you can request access from the Chorus Project Manager.

At any later stage you can contact your SDM.

All requests will also need to include an OO&T order/request, for urgent requests this can be entered after you contact Chorus. 

If no "Escorted Access" form exists in OO&T (as this is currently under development), the requests can be lodged via the "Misc Co-location" Request Type, entering the date in the "Req Date for Install" field and the exchange and time for access in the comments field, e.g.

"Escorted Access to Ponsonby between 9:30am and 10:00am"

Contact details of the Chorus person to provide access will be returned in the order, and after the visit is completed the order will be updated with the costs.

Q. What is the Permit to Work (PTW) process?

A.  This process ensures that all planned work on the network is recorded and that Telecom manages conflicts of work between Telecom groups and/or Access Seekers and that there is minimal disruption to the network.
 
The following types of work will request a Permit to Work:

  • Any installation work and subsequent work on the equipment
  • Any work that will cause a loss of service to the Telecom network
  • Any work on the site infrastructure or building services.

NOTE: A PTW is not required for the installation and change out of your equipment cards.

The PTW is applied for by submitting a request via the Planned Events website.  You must provide your customer Task Id (given to you during implementation) and specify the Footprint Id (provided for each foot when a design is completed), along with the description of the work, potential risk and use the correct task code.  You will be notified via this system of all acceptance and work conditions plus an email confirmation which you must have on site during the work and abide by the conditions of the Permit.

Q. How can I get access to systems?

A.  Chorus has three systems you will need access to:

  • Chorus Web - secure access
  • Online Ordering and Tracking (OO&T) - (aka Wireline)
  • Online Faults Management (OFM)

During Implementation, one or more people within your organisation will be identified as part of the "People and Contact Details" as administrators of these systems.  They will be given delegated administration access and can add and delete your company's users.

If you currently have OO&T and OFM administrators for your Wholesale access then theses administrators can provide user logons, there is no requirement to have specific Chorus administrators.

Q. Where can I find details on the prices for UCLL, Co-location and Backhaul?

A.  Each regulated service has a Price List, this can be found on the Commerce Commission's website.  It identifies what Chorus can charge you under the service and what the cost will be.

For those services which aren't regulated but a commercial offering by Chorus, e.g. Chorus' Field Force Services, the costs will be included in a charges Schedule attached to the Commercial Agreement.

You will also be provided with a Chorus Price Book which you can use to reconcile to your eBill, this will be available via the Safecopy site.

Q. Where can I find the Chorus process documents?

A.  The Chorus website contains a lot of general information.

Once you are engaged as a Chorus customer, you are given access to the secure portion of the website in which you will find all information required.

Should you need additional information, please consult with your Account Manager.

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