Reaching Others University at Buffalo - The State University of New York
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Glossary

Discover the definitions to key information technology terms as used at UB.

General

Term Definition
Acknowledgement When a request or incident is submitted and a response is generated. In the case of a phone contact, it is when the technician answers the call, for email, when the autoresponse email is returned, and with a web form, when the form is submitted. Typically the response includes a ticket identifier to use in subsequent contacts.
Design/Installation Requests for custom or non-standard work, typically initiating a project.
Hours of Availability The days and hours that the service is available to be used by eligible customers. Excludes scheduled maintenance windows.
Hours of Support The days and hours when a support teams are available to Respond to an Incident or Request.
Incident Something's broken.
RACI A responsibility matrix that defines who is Responsible, Accountable, Consulted and Informed about actions related to a service. See http://en.wikipedia.org/wiki/Responsibility_assignment_matrix.
Resolution When an incident has a workaround, the service has been returned to normal operations, or when a request has been fulfilled.
Response When an incident or request has a support team member assigned and they have begun work.
Request Asking for things but nothing is broken.
Service Level Agreement (SLA) Like an SLS, but with two parties that can both commit and agree to the terms. A non-binding contract.
Service Level Statement (SLS) A document that describes a service, who is eligible to use it, when it is Available, and related service expectations. Meant as a blanket service description when there is no specific customer.

Incident Severity Levels

Term Definition
Critical Extensive impact and no workaround is available.
High Large impact or no workaround is available.
Medium Minor impact or workaround is available but not sustainable.
Low Acceptable workaround is possible.

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