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