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Primary Contact Numbers | Premium Plans

Check out all our primary contact numbers so that you can contact the right support team

Issue Contacts What this covers:

Day to Day Interactions

Premium Faults
24x7 365 days
+64 9 916 6054
or 0800 266 846
premiumfaults@planb.co.nz

The Faults team is responsible for minimising the impact of incidents on customers and ensure a smooth resolution with effective communication internally and externally.

Urgent faults should be submitted over the phone.

Premium Provisioning
9:00am - 5.00pm excl. weekends, public holidays
+64 9 916 6054
or 0800 266 846
premiumprovisioning@planb.co.nz

The Provisioning team is the central point for all enquiries related to the implementation of new services and to modify your existing services.

To modify an existing service, please submit via email.

Premium Sales
9:00am - 5.00pm excl. weekends, public holidays
+64 9 916 6054
or 0800 266 846
premiumsales@planb.co.nz

Would you like to add a new service to your account? The Sales team can provide you with quotes and answer any sales query you have.

Datacentre Access
24x7 365 days
0800 266 846
or +64 9 916 6054
dcaccess.requests@planb.co.nz 
Only authorised personnel can request Datacentre  access. 
Access requests require 24 hours’ notice. 
Emergency access must be requested via phone  call to our faults team. Emergency access requests require 1 hours’  notice.
Disaster Recovery Activation
24x7 365 days
0800 732 683

Activate Plan B 24/7 for Server Recovery, Standby Office or Standby Equipment.

Retention
9:00am - 5.00pm excl. weekends, public holidays
retention@planb.co.nz

For service cancellations, please submit via email.

Accounts
9:00am - 5.00pm excl. weekends, public holidays
+64 9 916 6054
or 0800 266 846
accounts@planb.co.nz

The Accounts team can assist with any invoicing questions or queries.

Level 1 Escalations

Faults / Provisioning
24x7 365 days for Faults
9:00am - 5.00pm excl. weekends, public holidays for Provisioning
0800 000 147
Initial response time: 30 minutes

To lodge a new fault escalation.

Level 2 Escalations

Faults / Provisioning
24x7 365 days for Faults
9:00am - 5.00pm excl. weekends, public holidays for Provisioning
0800 000 147
Initial response time: 30 minutes

If you have not received a response to your initial escalation within 30 minutes, or the resolution of your initial escalation did not meet your expectations.

Level 3 Escalations

Faults / Provisioning
24x7 365 days for Faults
9:00am - 5.00pm excl. weekends, public holidays for Provisioning
0800 000 147
Initial response time: 30 minutes

If you have not received a response within 30 minutes to your second escalation, or the resolution of your second escalation did not meet your expectations.

ACTIVATION CONTACT US