Processes
Q. What is an informer?
A. The Chorus Informer is sent to all existing
and likely customers, Telecom stakeholders and the Commerce Commission.
It is used as a vehicle for general
corporate news and announcements, major service or network events, product
developments, introducing major new systems and process, and information that
is required by regulation or related to the standard terms determinations or
Operational Separation Undertakings.
Q What is the relationship between Chorus and Wholesale as I get notifications from both?
A. Chorus
and Wholesale operate as separate Telecom Business Units with Chorus only
recently being created.
Due
to Operational Separation with Customer confidentially requirements only Chorus
knows about Chorus customers and likewise for Wholesale, this means that Chorus
does not know if you have already received a notification from Wholesale. However Telecom Shared Services can know all
our customers and can act on behalf of us both.
Both Wholesale and Chorus
Operations share the common perspective that all notifications or events for
shared infrastructure and systems etc should come from a single source and 1
customer should only get 1 notification for a single event. When Shared Services has the capability and
processes implemented for this then they will be sending the notifications.
Q. What do I do if I detect a potential system issue?
A. During business hours any Chorus support staff person can take your issue. Primarily you will use your Service Delivery
Manager or at the moment the Implementation Manager can also assist.
After hours this is the
responsibility of your Service Delivery Manager.
Q. Where can I find the STD documentation?
A. The Standard Terms Determination documentation has been delivered for the following services:
- Unbundled Copper Local Loop Network (UCLL), and
- Unbundled Copper Local Loop Network Co-location.
These documents along with the General Terms, the Schedules for Service Description, Price List, Service Level Terms and Operations Manual for each service can be found on the Commerce Commission's website.
Q. How does the UCLL escalation process work?
The UCLL escalation process is published in the secure domain of the Chorus website and is updated regularly to ensure up to date contact information and processes are included.
Q. What are Chorus’s operational Hours?
A. The hours of operation of the UCLL Provisioning team are Monday to Friday 0800 to 1700 excluding national public holidays, while the UCLL Faults team provides coverage from 0700 to 1900 every day of the year.
