- Business Days: business days are Monday through Friday each week,
excluding statutory holidays
- Business Hours: business hours are 8:00 AM local time to 5:00 PM
local time on Business Days
- Change: is the addition, modification, or removal of anything with
the capability to effect normal operations of the IT infrastructure.
- Global Reader Role: view admin features and settings in admin centers
that the global admin can view. The global reader admin can't edit any settings.
- 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).
- 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.
- Product: a good or service that is available for purchase in the Long View Self-Service portal
- Self-Service Portal: the Long View Self-Service portal powered by C3 - Spektra Systems
which allows the Client to purchase licenses and services and agree to the Terms and Conditions.
- 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.
- Service Support Administrator: open and manage service requests, View and share message
center posts, and Monitor service health
- Severity-4 (Low): 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.
- Severity-3 (Medium): 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.
- Severity-2 (High): 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.
- Severity-1 (Critical): escalation to vendors if the issue cannot be resolved by Tier-3.
- 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.