The Opal support team records information on upgrades, maintenance, installations and faults in a customer visible database. This is our formal method of customer communication.
We use the generic phrases "ticket" or "tickets" to mean an individual entry within that database.
Tickets are entered into the database prior to an event UNLESS that event is a failure or emergency work, when we shall endeavour to update the database as soon as possible after work starts.
The start date/time of the ticket is the first time that we are aware of the fault or issue starting. If, in the course of investigation, we discover that we have made an incorrect assessment, we will amend the start date/time accordingly.
It is company policy to provide as much information as feasibly possible, so that you can judge our actions for yourself. However, in the event of work related to security issues, either:
- discovered or uncovered by Opal
- notified to Opal
- made available to the public domain by third parties
we may not disclose the full extent of the work to be conducted until after it has been completed to avoid any statement implying that we could be compromised by exploiting a known bug.
In very exceptional circumstances we may decide not to disclose any information at all where the information could be used as the basis of an attack on the Opal infrastructure.
Notwithstanding the security issues outlined above, any event that causes loss of service for more than one customer will be recorded in the database.
We believe that you have a right to information about the service we are providing and we welcome customer input to support@opal-solutions.com on the tickets system as a whole or indeed on individual tickets within the system.
