Glossary

24×7 automated patching for supported devices/software. Included in plans: All

Monitoring and support for system/data backups (if enabled/licensed), including resolving issues and space management. May require additional licensing. Included in…

Regular discussions to review the success of current technology implementation and future plans with a particular focus on business alignment.…

Any planned move, addition, deletion, reconfiguration up to 2hrs each. This is new functionality – like a new account /…

Reactive system documentation updates incl asset database. Standard plan adds proactive reviewing/maintenance of documentation, plus licensing and security access documentation.…

When a previously working product or service needs to be fixed. Also known as an Issue.

When a previously working product or service needs to be fixed. Also known as an Incident.

Creation and maintenance of basic 3-5yr system replacement cycles relating to the support product or service. Included in plans: Standard…

Proactive support for system/platform maintenance, changes and updates relating to Microsoft 365 platforms such as Exchange Online, SharePoint Online, Teams.…

Reactive support for end user incidents/problems relating to Microsoft 365 platforms such as Exchange Online, SharePoint Online, Teams. Included in…