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 |
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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. |
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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. |
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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. |
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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 |
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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 |
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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 |
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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. |