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Attachment Submission – Review & Response Process

What happens when you send photos, videos, PDFs or other files to Opus support

Overview When you attach files (photos of damage, error codes, installation issues, wiring concerns, receipts, videos of symptoms) to your support ticket, email, chat message or Owner Portal submission, the attachment is automatically received and placed in our priority review queue.

Process & Timeline

  1. File received → automated confirmation email sent within minutes (subject line: “Opus Support – We’ve Received Your Attachment”).
  2. Ticket routed to the next available customer service team member (human review – not Via automated).
  3. Team member personally reviews the attachment(s) in context with your description.
  4. Direct reply sent with:
    • Confirmation the file was viewed
    • Clarifying questions (if needed)
    • Recommended next steps (troubleshooting, part advice, warranty claim, service appointment)

Typical first human response: 24–48 business hours (faster for urgent safety or warranty issues).

Common Attachment Types Handled Daily

  • Close-up photos of control board solder joints, relay pins, corrosion
  • Videos showing intermittent 12V function, pump noise, fridge error codes
  • Wiring photos compared against Purple Line diagrams
  • Screenshots of battery monitor readings or Victron MultiPlus status
  • Receipts for aftermarket accessories or prior service

File Requirements & Best Practices

  • Max size per file: 25 MB
  • Supported formats: JPG, PNG, MP4, MOV, PDF, DOCX
  • Recommended: Clear, well-lit photos; short videos (<60 s); label files descriptively (e.g., “ControlBoard_RelayPins_2026.jpg”)
  • Multiple files accepted in one message

Important Notes

  • Attachments are stored securely and deleted after ticket closure per our privacy policy.
  • If no confirmation email arrives within 5 minutes, check spam/junk folder or resubmit.
  • For fastest resolution, include VIN, model year, and brief description in the same message.

Cross-References

  • Electrical Wiring Diagrams – OP2 / OP4 / OP15 / OP LITE
  • Diagnosing and Repairing Control Board Issues
  • How to Submit Support Tickets via Owner Portal