These definitions explain how terms are used in the public Service Guide. If a signed agreement defines a term differently for a client, the signed agreement applies for that client.
Coverage and system terms
Covered user
A person included in a purchased support service who receives assistance while using covered devices, systems, or services.
Covered device
A specific physical or virtual device included in a purchased service and configured with the access and tools required for that service.
Covered system
A device, server, network component, cloud service, tenant, phone service, application, or other technology asset included in a purchased service.
Covered location
A business site, facility, office, or service address included for the location-dependent network, voice, on-site, or other responsibilities purchased.
Endpoint
A user-facing device such as a workstation, laptop, or supported mobile device. An endpoint package does not automatically include servers or network devices.
Server
A physical or virtual system that provides shared applications, data, identity, storage, or other services. Server coverage is separate from endpoint coverage.
Network device
A firewall, router, switch, wireless access point, controller, or similar device that provides or protects network connectivity.
Supported system
A properly licensed system within its vendor-supported lifecycle that is accessible, compatible with required tools, and reasonably safe and stable to operate.
Unsupported system
A system that is end-of-life, unlicensed, inaccessible, incompatible with required tools, unsafe to operate, or otherwise outside current support standards.
Support and work terms
Remote support
Assistance delivered without physical presence through approved support channels, remote access, cloud administration, or provider coordination.
On-site support
Work that requires a technician to be physically present at a covered location. On-site labor is included only when the purchased service states that it is included.
Unlimited remote support
Eligible routine remote support requests from covered users for covered systems during standard support hours without per-ticket labor charges. It does not include projects, on-site work, after-hours non-emergency service, third-party fees, or unsupported systems.
Standard remediation
Routine corrective work for a covered system, such as endpoint troubleshooting, patch cleanup, basic configuration correction, alert response, or normal user support.
Project work
Planned, non-routine work that implements, migrates, deploys, redesigns, or materially changes technology and requires separate approval, coordination, pricing, or scheduling.
Separate or billable work
Work outside purchased recurring responsibilities that requires its own authorization and pricing before it begins.
Vendor or provider
A third party such as an internet carrier, phone provider, software company, cloud platform, equipment supplier, or specialist that controls part of a service or system.
Vendor coordination
Communication and follow-up with a vendor on a covered issue, including sharing technical context and tracking the next action. The vendor remains responsible for work and services it controls.
Material change
A change that can significantly affect access, security, stability, backup, networking, identity, compliance, uptime, supportability, or service delivery.
Standard support hours
The recurring service window defined for normal support. After-hours response is reserved for purchased after-hours services or qualifying P1 emergencies.
Backup and recovery terms
Backup
A retained copy of data or a system created according to a configured schedule and retention policy for possible future restoration.
Backup monitoring
Review of configured backup-job status, warnings, failures, schedules, and related documentation for covered systems. Monitoring does not replace restore testing.
Restore point
An available backup version from a specific point in time that the configured backup platform can use for a restore attempt.
Standard restore operation
A routine attempt to recover a file, folder, workstation, server, or other covered item from an available healthy restore point using the configured backup platform.
Scheduled restore validation
A purchased service that tests an agreed recovery path and documents the restore point, result, elapsed time, and issues requiring follow-up.
Recovery point objective (RPO)
The amount of recent data loss the organization is prepared to accept. It helps determine backup frequency and retention.
Recovery time objective (RTO)
The desired time for returning a system to a usable state. It guides recovery design and priorities but is not a guaranteed completion time.
Major recovery
Large-scale restoration, reconstruction, ransomware recovery, disaster recovery, forensic recovery, or other work beyond a standard restore operation.
Security and incident terms
Endpoint detection and response (EDR)
Technology that monitors endpoint activity, detects suspicious behavior, and supports investigation, containment, and remediation on covered devices.
Extended detection and response (XDR)
Technology that combines security information from multiple supported sources to improve detection, investigation, and coordinated response.
Security information and event management (SIEM)
A system that collects and analyzes supported security logs and events to help identify activity requiring review or response.
Security telemetry
Security-related events, alerts, logs, and device information produced by supported systems and tools.
Vulnerability
A weakness in software, configuration, access, process, or equipment that could increase security risk.
Multi-factor authentication (MFA)
An access control that requires more than one form of verification before a user can sign in.
Incident
A suspected or confirmed event affecting the availability, stability, security, confidentiality, or normal operation of a covered system.
Security incident
A suspected or confirmed compromise, unauthorized access, malware event, credential misuse, data exposure, or other security event requiring containment or investigation.
P1 emergency
A critical issue such as a major outage, suspected or confirmed security incident, unavailable core system, or serious operational disruption that meets the published P1 criteria.
Containment
An action intended to limit immediate exposure or spread, such as resetting access, disabling an account, isolating a device, restricting a network, or temporarily suspending a service.
Cloud, voice, and service-objective terms
Tenant
An organization-specific cloud environment that contains its users, settings, licenses, data, applications, and administrative roles.
Single sign-on (SSO)
An identity arrangement that allows an approved account to access multiple connected services through one sign-in process.
Softphone
A supported desktop or mobile application used to place and receive calls through a hosted voice service.
Call routing
The configured rules that direct calls by number, menu choice, department, business hours, queue, or other approved condition.
E911 registration
The emergency-calling address or dispatchable-location information associated with a configured hosted voice number or location.
Response objective
The service objective for acknowledging a request, assessing available information, and beginning appropriate action.
Progress objective
The service objective for meaningful action toward containment, a workaround, restoration, vendor escalation, or closure. It is not a guaranteed resolution time.