IMPORTANT MESSAGE:
2023 Enablis Christmas and New Year Service Management Notice
As a valued client and in order to avoid disappointment on service request turnaround over the Christmas and New Year period, please note the below information outlining the reduced service coverage during this time and what is recommended to avoid any disruption to your business.
The information below includes:
- Call flow adjustments to cover Christmas trading changes in your business
- Enablis’ service and change request freeze windows over Christmas and NYE
- Carrier embargo dates for new carriage orders and service changes
- Enablis latest service escalation matrix with all the relevant contact points and escalation criteria.
Please note - Enablis is still operating 24 x 7 support rosters and staffing over the Christmas and NY period. The reduced resourcing over the Christmas period only effects change and service requests as below. Please refer to your latest Enablis Managed Service manual for more information.
Change Requests
Enablis will be enforcing a change freeze for all customers between COB 17th December 2023 through to Tuesday 2nd January 2024. Any urgent change requests that need to be fulfilled prior to C.O.B Wednesday the 20th December 2023 will need to be submitted as an approved CR to the Enablis change team no later than 5pm on Thursday 7th December 2023.
Service Requests
Enablis are applying the same freeze period for service requests as above (C.O.B 17th December to 2nd January 2024). Any service requests for non-critical changes will need to be requested and approved by Enablis for completion no later than 5pm on Monday 18th December 2023 to be completed by Friday 15th December prior to the change freeze commencement.
Call Flow Changes
Please consider any telephony call flow changes that your business requires to address trading over the Xmas and New Year period. For any call flow changes required for Telephony, UC and Call Centre services managed by Enablis – an approved change request must be received by 5pm Friday 8th December 2023. Please ensure this is adhered to avoid un-necessary disruption to your business.
Emergency Changes
Emergency changes may be requested over the change freeze period. Please note emergency changes must be considered service impacting to multiple users and fulfil the criteria laid out in Enablis Service Contract as a P1 or P2 issue.
Carrier Embargo Period
We would like to remind all customers that our carriers will have their annual embargo period on data circuit orders and changes. This effectively means that no orders will be processed or delivered during the dates below.
Restriction Overview: no new data circuit orders or change requests.
Start time: Friday 15th December 2023.
End Time: Monday 8th January 2024.
Please also note that our admin, sales, and marketing teams will be on leave from the 22nd of Dec 23 until the 2nd of Jan 24 and if you require any technical support in this time please call: 1300 887 664.
If you have any questions surrounding the festive season shutdown period, please feel free to discuss them with your Account Manager or Service Manager.
Thank you for your support during 2023.