Summer Service Levels for 2025-26 holiday period
28 Oct 2025
Each year, demand for connectivity decreases from late December through to mid-January in line with the holiday period. Our Devoli team and LFC partner teams will reduce service levels accordingly so our people can take their own well-deserved time off.
While team capacity will be reduced, services will still be monitored 24/7 during this time and any unexpected issues responded to as usual to ensure continuity for your business.
Service availability at a glance
Devoli Customer Success team
17:30pm 19 December to 08.30am 12 January: Provisioning and support available, however staffing reduced in line with forecasted demand. Porting validations may take longer due to reduced staff at other carriers, and activations may not be possible until the respective services resume after the break
Devoli Network & Voice operations
Brownout: 08:00am 12 December to 07:59am 22 December and 08:00am 5 January to 08:00am 12 January. Work limitations in place. Only provisioning and emergency work undertaken.
Blackout: 08:00am 22 December to 07:59am 5 January. All work restricted. No Planned works on our network services. Only critical or emergency work undertaken.
LFC Provisioning, Support and Faults
NZ’s Local Fibre Company (LFC) field delivery teams will operate throughout the break for support and fault restoration services, with schedules adjusted to meet forecasted demand.
However, provisioning via LFCs will be restricted as follows:
NorthPower
Provisioning closed from 12:00pm 23 December to 08:00am 7 January. Planned network work restrictions from 12:00pm 19 December to 08:00am 7 January.
Chorus
Limited service capacity from 23:59pm 19 December to 06:00am 12 January. As the Chorus provisioning system is automated, provisioning is available, however due to reduced staffing levels for all parties involved we can’t guarantee activations during this period.
Enable
Customer installation calendars will operate at reduced capacity from 17:00pm 23 December to 5 January.
Tuatahi First Fibre (TFF)
Customer Care closed for standard provisioning activity from 25 December to 5 January.
Devoli contact channels
You can still contact us via the usual channels over the holiday period:
Call our Customer Success team on 0800 338 654 or 09 222 0000 (from within New Zealand) or 1800 940 604 or 02 8417 2357 (from within Australia), 8:30am – 5:00pm Monday to Friday (NZDT/NZST)
For urgent network issues, our Network Operations Centre (NOC) and on-call engineers will be available. Please note after-hours service may incur a fee.
Carrier faults escalated during the holiday period will be treated as BAU, as service desks will remain open during this time.