Help/Support: 09 477 3601

Frequently Asked Questions

Frequently asked questions

What does my bill mean? 

We provide summarised invoices, with the details available on a central portal. If you need assistance reconnecting to the portal, please call the help desk. 

Why is my Internet so slow? 

That’s a complex question – depends on many things including the internet plan you are on, where you are physically, the condition of your wiring, and what else is happening on your internal network. Call the Help Desk and we can help you to find out more.  

What is cloud computing? 

Cloud Computing is a marketing term to include a range of services, all of which are shared by many users. Cloud services may be paid for based on usage and may adjust performance to meet your needs. Cloud services are connected to you over the Internet. For example, renting a movie on your Apple TV, Gmail, and the Xero accounting software system are all examples of cloud computing. 

Should I move to the cloud?

That depends on your investment cycle, business requirements and connectivity. We invite you to have a coffee with us and we can discuss your unique situation and help you find the best way forward. 

How do I move to the cloud? 

Implementation is a vital part of any change and needs effective project management. Moving to the cloud usually involves data transfer from your existing installation to a cloud server, setting up connectivity and then configuring your devices to reconnect to the cloud. All of this needs to be co-ordinated and well managed to avoid business disruption. 

Is the cloud secure? 

Again three is no simple answer. Cloud based services can be more secure than having a server in your office, or not. It all depends on the services you use and how you use them. Some things to look out for include:

• A hosting company that has good processes and is open to external audits from a security, privacy and confidentiality perspective
• Look for service providers that are audit-able, and have good track records with major clients
• Share your risk by having multiple locations for data and services so that you are never exposed to a single failure

What is VoIP and should I use it? 

Voice over Internet Protocol (VOIP) is a way of making phone calls over your data network. Skype, Google Talk, 2Talk and other similar solutions use this protocol to offer low cost calling over the Internet – but quality can vary. 

SIP (Session Initiation Protocol) is similar but using a nailed down private data channel. Either way savings may be considerable, but implementing VoIP could have significant technical challenges and may put strain on your data connection. Plan carefully and choose a reliable partner to help you implement it.

Why do you charge more than consumer offerings for Internet? 

Internet services are made up from several components from many players: 

• Chorus, which provides the copper or fibre circuits
• Telecom or another ISP who carries that traffic to the core network
• Other service providers your ISP is required to connect with in New Zealand and the Southern Cross cable for international traffic. 

Each of these links can be congested. Therefore, the greater your need for faster and more consistent connections (bigger individual links need to be provisioned), the more it costs. 

Our business grade Internet is provisioned with a 10:1 contention rate and very high-speed Internet access at the core network. This is 10x more capacity than most of the consumer networks provide. Whilst this won’t always be faster (all the time) than some consumers, it does provide more consistent experience and will be faster during times of network congestion.

Further we provide a help desk that is always available for you, with people trained and able to assist immediately. If things don’t work out, you may talk to any one of the Lume team directly to escalate the attention you need to get things resolved.