Outages | Nexgen

What is an outage?

There are 2 types of Outages.

1) PLANNED OUTAGE: This is where services are impacted entirely or partially due to maintenance or upgrades to that service. Planned outages are scheduled with normally a minimum of 48 hours’ notice. Planned outages are also given dates and time frames for the outage to occur. The information is a guide only as scheduled times could vary due to unforeseen circumstances. Also, services may not be effected during the planned outage. Nexgen where made available to them will advise of the planned outage to the relevant contact on your account and advise the service effected, the date and the time period. Nexgen will also recommend some redundancy options during this downtime.

2) UNPLANNED OUTAGE: This is where services are impacted entirely or partially due to an unforeseen service disruption. Services will be effected and not able to be used or the performance degraded due to this unplanned outage. Some common reasons for Unplanned outages include; Failed links to the providers network; Equipment faulty; Higher than expected congestion on the network; System bugs; Acts of God such as fire, flood and Earthquake.

IF YOU WOULD LIKE NEXGEN TO ARRANGE A DIVERSION OF YOUR MAIN NUMBER DURING THIS OUTAGE, SIMPLY CLICK ON THE LINK AND FILL IN THE RELEVANT DETAILS SO WE CAN ACTION THIS FOR YOU

Note: There may be delays in actioning this request due to workload.

Status of Outage Service Effected Area Impacted Impact Start Date and Time Resolution Date and Time
No Outage

Nexgen Outage Steps


PLANNED OUTAGE: Nexgen will reach out to any customer who’s services will be impacted due to a planned outage. Nexgen will email the primary contact on the account to advise the following:
  • Service Impacted Service Impacted
  • Date and Times the service will be impacted Date and Times the service will be impacted
  • Redundancy Options Redundancy Options
UNPLANNED OUTAGE: Nexgen will reach out to their customers during an Unplanned Outage. Nexgen will advise customers of the services affected, the areas affected and any restoration period if made available to them. Nexgen will also continue to update customers as regular as possible with the status of the Unplanned outage.
  • Social Media posts Social Media posts
  • Email alert to primary contacts Email alert to primary contacts
  • SMS where applicable SMS where applicable
  • Live Chat notification Live Chat notification
  • Website notifications and updates Website notifications and updates
  • Telephone system announcement Telephone system announcement