Opal offers out of hours emergency support to the following classes of contract holders and for the following classifications of emergency:
Internet leased line customers
Leased line failure
Major Opal service failure
Platinum or higher co-location customers
Inability to serve web pages
All rack hosting customers
Emergency supervised visit
Gold Opal support / gold remote assistant contract holders
Support for other classes of contracts and other fault types is provided ONLY during normal support hours.
Your account manager can provide you with the out of normal support hours contact number.
The person answering the call will take information from you and PAGE the duty engineer. This person will not be able to assist you other than to take the details below and contact the duty engineer.
You should supply the following information to the pager bureau operator:
- Name
- Company
- Contact Number
- Summary of Fault
The Opal duty engineer will contact you within 15 minutes (subject to existing support obligations) and you will be requested to supply the following information:
- Confirmation and evidence of fault
- Contract number
- Leased line circuit number
- Opal POP to which you are connected
If the duty engineer ascertains that the fault lies within your leased line circuit, a call will be raised with the circuit provider. We will remain the contact point for the provider to minimise disruption to you.
If you are reporting a web server failure, we will perform a cold (power off, power on) restart of the server.
This support does NOT include assistance with reconfiguration of circuit or servers.
We may require you to go to the site from which you have your leased line to Opal to assist in debugging the fault.
We will expect you to be able to issue commands to your router on instruction from the Opal duty engineer.
No customer onsite support is provided. In the event of a router fault, you must call your maintenance company if you have 24*7 cover. If you do not have 24*7 cover and the router was supplied by Opal, you must call Opal during normal business hours and an RMA will be issued to allow you to return the router for repair.
Support calls which originate from non 24 hour support contract classes or which is of a classification not listed above will NOT be actioned and should be reported in the normal manner to the Opal Technical Support Team by phone, fax or email.
Faults or problems affecting more than a single customer will be logged into the Opal Network Status Database during normal support hours and progress can therefore be viewed from a web browser.
