[Sephiroth]

Originally Posted by Broadbandings

The scope of current and upcoming trials is company confidential and technical support most certainly cannot be trusted to keep this to themselves, it'd be on The Register before the end of the day. They are necessarily told what they need to be told to perform their job and no more.

It's also none of the customers' business if trials are running unless they've agreed to sign NDAs for the same confidentiality reasons.

If a customer is part of a trial they are flagged as such and their issues can be directed to the trial team. As I also said the trial team monitor their triallists and will roll back loss of service.

Being totally open with staff about upcoming events may work in a small company or even a larger one where everyone is of a certain grade but for somewhere like Virgin which will have a number of employees who couldn't care less about keeping information to themselves it's not feasible.

You may think I'm wrong all you want but regrettably that is how mass market ISPs have to roll. Tell technical support and you know beyond any shadow of a doubt you just told the whole world what you're up to.

Good practise is fine though it's not such good practise when you're giving the competition an open door into what your plans are for the next several months so that they can pre-empt you. What you suggest is an ideal but not even close to realistic.

Utter tripe! Good practice is necessary. It's nonsense to go on about confidentiality because the forums tell all the stories anyway.