Concepts

Terms used in the product.

Customer: An organisation you serve, with legal details, tier, strategic rating, sites, contacts, contracts and subscriptions. Guide
Contact: A person at a customer, with roles (authorised, technical, escalation), channels, a preferred channel and consent per purpose. Guide
Subscription (service): A service delivered to a customer at a site, with an offering, capacity, SLA class, lifecycle state and live state. Guide
Request: A change to a customer's services: new service, upgrade, move or cessation. It has an owner, approvals and stages, and closes against a checklist. Guide
Stage and work item: A step of fulfilment owned by a team, such as technical fulfilment, billing start or customer notice. Its result is recorded with evidence and reviewed by a second person. Guide
Handover: Transfer of a request from one team to the next. It has a deadline and must be accepted; until then the sending team remains accountable. Guide
Approval authority: Configured rules for who may approve which requests and up to which limits, with delegation and leave. Guide
Impact: One event affecting services, such as a fibre cut, power failure or planned maintenance. It links services, customers, cases and notices. Guide
Case: A customer-reported fault or enquiry, with priority from impact and urgency and response and restoration timers from the SLA class. Guide
SLA class: Gold, Silver, Bronze or DC: availability target, service hours, and response and restoration targets per priority. Guide
Measure: A published definition of a figure: what is counted, the period, the date field and the time zone. Guide
Configuration: Teams, queues, calendars, roles, workflows, templates and rules, versioned and published with a change history. Guide