Terminology and Definitions
- Agreement: the Terms of Service and any applicable product-specific
Terms and Conditions that make up the entirety of services purchased in a single
transaction
- Change: is the addition, modification, or removal of anything with
the capability to effect normal operations of the IT infrastructure.
- Change Management: ensures Changes to Client’s IT environment are
made with minimal risk, following standardized methods and processes, with
a high assurance the Change results in the expected business outcome.
- Deleted user retention: deleted Microsoft 365 Exchange Online mailboxes
which have previously been backed are charged at standard cost per user per
month. Client is provided with a report listing protected mailboxes monthly
and can request a protected mailbox (or deleted mailbox) be removed from the
service.
- Demarcation Point: The point where communications facilities owned by
one (1) organization interface with that of another organization. This is the
interface between Client-premises equipment and network service provider
equipment.
- Documentation and Knowledge Management: ensures the availability of
relevant, current, validated, and reliable knowledge to support all ITIL
Process activities, to provide the knowledge required to support all
staff in their work activities and to support informed decision-making
and enhanced productivity.
- Incident: an unplanned event resulting in interruption to an IT
service or a reduction in the quality of an IT service (including, without
limit, a network switch being unavailable for a floor of staff or a file
server going offline causing loss of data for staff).
- Incident Management: is the process to return the IT Service to normal
levels as soon as possible with minimal impact to the business.
- IT Security Management: ensure the alignment of IT security with
business security to ensure that information security is effectively managed.
- LVS Marketplace: the Long View Marketplace powered by AppDirect which allows
the Client to purchase licenses and services, and agree to the Terms and Conditions.
- MS Teams Data: Microsoft Teams stores its file data within SharePoint Online
subsites. This service backs up and retains the file data stored in MS Teams,
however the teams and channel configurations, conversations and Teams add-ons are
not part of the data being backed up by OneCloud Protect for Microsoft 365.
Client is responsible for identifying the data required during a restore request.
- Microsoft 365 Child Object: An object that exists within an Microsoft
365 Parent Service. Child objects are objects or folders in a relationship
that that can also contain other child objects (sub-objects and sub-folders).
- Microsoft 365 Parent Service: Exchange Online mailbox; or, SharePoint
Online site; or, OneDrive for Business account. This is the service
associated to an assigned license in a Microsoft 365 subscription.
- Private Circuit: a Client provided and includes any layer three
(3) private WAN circuit from a third-party telco. Layer-2 circuits are not
supported.
- Problem: is the cause of one (1) or more Incidents or a single
Incident impacting many users or is the result of diagnostic(s) revealing
systems are not operating in the expected way.
- Problem Management: the process performed to find and resolve the root
cause of a Problem and the prevention of Incidents. Problem Management seeks
to maximize IT service quality by performing root cause analysis with a view
to rectifying what has gone wrong (recurring incidents) and preventing
future occurrences.
- Product: a good or service that is available for purchase in the LVS Marketplace.
- Product Owner: the account that is associated with the active subscription of the Product
that was purchased. It is the account that purchased the the Product unless it has been transferred to
another account.
- Public Circuit: OnDemand provided internet access.
- Root Cause Analysis: exists to develop a thorough understanding of the
Problem and its causes and identify corrective actions to reduce the risk
of recurrence.
- Service Request: means a formal request from a user for something to
be provided.
- Service Request Fulfillment: means the coordination and completion
of service requests, including routine operation Client activities that
are generally low risk, frequently occurring and low cost, based on
general information requests, complaints, or comments from Client end
users.
- Significant data growth: Growth of over 50% between billing cycles
- Tech-to-Tech Support: a Client’s technical representative who has
technical access to the environment is able to secure support from a Long View
technical representative. Client end users are required to funnel requests
through their Client technical representative.
- Tier-1: Basic end user support that includes gathering Client issue
information, analyzing the symptoms, and resolving the underlying issue
where possible, or assigning the ticket to Tier-2 support. Tier-1 can be a
Service Desk call or a ticket assigned to another support group where the
ticket is un-resolvable on first contact (i.e., keyboard or mouse
hardware problem).
- Tier-2: More in-depth technical knowledge is required to resolve
the underlying issue, resolving the underlying issue where possible, or
assigning the ticket to Tier-3 support.
- Tier-3: The highest level of technical support in a four (4)
tiered support model, prior to escalation to hardware vendors where
hardware maintenance contracts are not managed by Long View.
- Tier-4: Escalation to vendors if the issue cannot be resolved by Tier-3.