Glossary Terms

Remote support is extended to include onsite cover plus workshop support, incl patching and system recovery. Included in plans: Standard…

Proactive care/updates for reliable operation and security, including patching, permissions and access control. Included in plans: Standard or above

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

24×7 automated management for supported systems with self-healing where possible. Included in plans: Standard or above

24×7 automated remote monitoring and alerts for supported devices/software – the level of support is plan dependent. On Essentials plans, alerts for…

Remote support by phone for issues, failed patches, fault diagnosis, purchasing and vendor liaison. Included in plans: All

Regular summary or detailed usage and/or performance data – support plan dependent. Essentials plans include regular summary reporting of usage data (time/ticket/device/),…

Meaning: reliance on the integrity, strength, ability, surety, etc., of a person or thing; confident expectation of something; hope