SME Resolution Guarantee
We understand the importance of an uninterrupted connection. And we’re confident that’s what we deliver. Which is why, we’ve introduced an industry first, SME Resolution Guarantee.
If you have a connectivity issue that’s within our control with your mobile or broadband* and we can’t fix it by the end of the next business day, we’ll give you a $200 credit.
Now that’s good business.
Now that’s good business.
FAQs
Who is the Resolution Guarantee available to?
If you are a Small or Medium-sized business customer on our standard terms, and have a Mobile and / or Broadband plan with One New Zealand, this SME Resolution Guarantee will be available to you.
The SME Resolution Commitment will not be available to consumers or corporate, public and VGE customers.
How do I make a claim?
To make a claim, you will need to reach out to our team with your issue and confirm that your connectivity issue falls under our SME Resolution Guarantee. If your connectivity issue is eligible for this guarantee, we will apply the credit to your One New Zealand account and you will see it on that month’s bill or the following month’s bill (depending on your billing cycle).
When will the Resolution Guarantee apply?
If you contact us when you are experiencing a connectivity issue with your mobile and / or broadband connection and our team can’t fix the issue by the end of the next business day (5pm), we will provide you with a credit of $200 (incl GST) to your One New Zealand account.
Connectivity issues covered by this SME Resolution Commitment are:
When will the Resolution Guarantee not apply?
If you are a Small or Medium-sized business customer on our standard terms, and have a Mobile and / or Broadband plan with One New Zealand, this SME Resolution Guarantee will be available to you.
The SME Resolution Commitment will not be available to consumers or corporate, public and VGE customers.
How do I make a claim?
To make a claim, you will need to reach out to our team with your issue and confirm that your connectivity issue falls under our SME Resolution Guarantee. If your connectivity issue is eligible for this guarantee, we will apply the credit to your One New Zealand account and you will see it on that month’s bill or the following month’s bill (depending on your billing cycle).
When will the Resolution Guarantee apply?
If you contact us when you are experiencing a connectivity issue with your mobile and / or broadband connection and our team can’t fix the issue by the end of the next business day (5pm), we will provide you with a credit of $200 (incl GST) to your One New Zealand account.
Connectivity issues covered by this SME Resolution Commitment are:
- Configuration and provisioning errors (e.g. wrong account, incorrect address entered);
- Where your service is disconnected in error by One New Zealand;
- Where you are moving premises and have provided One NZ with the required 10 working days' notice, but your broadband at your new premise isn't working because One NZ has not ported your connection, our technicians have not turned up, or other broadband issues within One NZ's control;
- Hard down faults (complete loss of service).
When will the Resolution Guarantee not apply?
- If your mobile and / or broadband service is on hold (i.e., due to billing reasons, or has been reported lost or stolen);
- Network builds for new fibre connections;
- For connection issues that are outside of our control;
- For a low broadband connection speed;
- When there is a hardware failure (for example, a fault caused by a tablet, PC, or modem not supplied by One New Zealand);
- If you are changing to another provider and the new connection is delayed;
- In a broadband 'port waiting' situation;
- If you are moving premises and you have not given us the required 10 working days' notice, so you are waiting for your Fibre or UltraFast HFC consent / installation or broadband access;
- If there are outages affecting our network that are outside of our control.
*Terms and conditions
SME Resolution Guarantee
If you are a Small or Medium-sized business customer on our standard terms, and have a Mobile and / or Broadband plan with One New Zealand, this SME Resolution Guarantee will be available to you.
The SME Resolution Guarantee will not be available to consumers or corporate, public and VGE customers.
If you contact us when you are experiencing a connectivity issue with your mobile and / or broadband connection and our team can’t fix the issue by the end of the next business day (5pm), we will provide you with a credit of $200 (incl GST) to your One New Zealand account.
Connectivity issues covered by this SME Resolution Guarantee are:
The SME Resolution Guarantee will not be available:
To make a claim, you will need to reach out to our team with your issue and confirm that your connectivity issue falls under our SME Resolution Guarantee. If your connectivity issue is eligible for this guarantee, we will apply the credit to your One New Zealand account and you will see it on that month’s bill or the following month’s bill (depending on your billing cycle).
The credit will be applied to your One New Zealand account at a maximum of one per billing cycle, per connection and account. The credit cannot be exchanged or transferred to another account and is not redeemable for cash.
The SME Resolution Guarantee cannot be used in connection with any other guarantee offered to you by One New Zealand during the relevant billing month.
We reserve the right to amend or cancel this SME Resolution Guarantee at any time.
The terms of your agreement with us and any relevant plan and offer terms apply.
If you are a Small or Medium-sized business customer on our standard terms, and have a Mobile and / or Broadband plan with One New Zealand, this SME Resolution Guarantee will be available to you.
The SME Resolution Guarantee will not be available to consumers or corporate, public and VGE customers.
If you contact us when you are experiencing a connectivity issue with your mobile and / or broadband connection and our team can’t fix the issue by the end of the next business day (5pm), we will provide you with a credit of $200 (incl GST) to your One New Zealand account.
Connectivity issues covered by this SME Resolution Guarantee are:
- Configuration and provisioning errors (e.g. wrong account, incorrect address entered);
- Where your service is disconnected in error by One New Zealand;
- Where your connection is continuously down;
- Where you are moving premises and have provided One NZ with the required 10 working days' notice, but your broadband at your new premise isn't working because One NZ has not ported your connection, our technicians have not turned up, or other broadband issues within One NZ's control;
- Hard down faults (complete loss of service).
The SME Resolution Guarantee will not be available:
- If your mobile and / or broadband service is on hold (i.e., due to billing reasons, or has been reported lost or stolen);
- Network builds for new fibre connections;
- For connection issues that are outside of our control;
- For a low broadband connection speed;
- For an intermittent or frequent disconnection;
- Where you do not have mobile coverage to connect to a One NZ product or service;
- When there is a hardware failure (for example, a fault caused by a tablet, PC, or modem not supplied by One New Zealand);
- If you are changing to another provider and the new connection is delayed;
- In a broadband 'port waiting' situation;
- If you are moving premises and you have not given us the required 10 working days' notice, so you are waiting for your Fibre or UltraFast HFC consent / installation or broadband access;
- If there are outages affecting our network that are outside of our control.
To make a claim, you will need to reach out to our team with your issue and confirm that your connectivity issue falls under our SME Resolution Guarantee. If your connectivity issue is eligible for this guarantee, we will apply the credit to your One New Zealand account and you will see it on that month’s bill or the following month’s bill (depending on your billing cycle).
The credit will be applied to your One New Zealand account at a maximum of one per billing cycle, per connection and account. The credit cannot be exchanged or transferred to another account and is not redeemable for cash.
The SME Resolution Guarantee cannot be used in connection with any other guarantee offered to you by One New Zealand during the relevant billing month.
We reserve the right to amend or cancel this SME Resolution Guarantee at any time.
The terms of your agreement with us and any relevant plan and offer terms apply.
