|
Service Level Agreement
A service-level agreement (SLA) is an agreement between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract. As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case, the SLA will typically have a technical definition of '' mean time between failures'' (MTBF), '' mean time to repair'' or '' mean time to recovery'' (MTTR); identifying which party is responsible for reporting faults or paying fees; responsibility for various data rates; throughput; jitter; or similar measurable details. Overview A service-level agreement is an agreement between two or m ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Provider
A service provider (SP) is an organization that provides services, such as consulting, legal, real estate, communications, storage, and processing services, to other organizations. Although a service provider can be a sub-unit of the organization that it serves, it is usually a third-party or outsourced supplier. Examples include telecommunications service providers (TSPs), application service providers (ASPs), storage service providers (SSPs), and internet service providers (ISPs). A more traditional term is service bureau. IT professionals sometimes differentiate between service providers by categorizing them as type I, II, or III. The three service types are recognized by the IT industry although specifically defined by ITIL and the U.S. Telecommunications Act of 1996. *Type I: internal service provider *Type II: shared service provider *Type III: external service provider Type III SPs provide IT services to external customers and subsequently can be referred to as external ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call Center
A call centre (English in the Commonwealth of Nations, Commonwealth spelling) or call center (American English, American spelling; American and British English spelling differences#-re, -er, see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including Letter (message), letters, faxes, live support software, social media, instant message, and email ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Network Service Provider
Network Service Provider (NSP) is one of the roles defined in the National Information Infrastructure (NII) plan, which governed the transition of the Internet from US federal control to private-sector governance, with an accompanying shift from the 1968-1992 single-payer economy to a competitive market economy. The plan envisioned Network Service Providers as a wholesale layer, moving Internet bandwidth produced at Network Access Points (subsequently called "Internet exchange points") to Internet Service Providers, who would in turn sell it to end-user enterprises, or on to Internet Access Providers (IAPs) who would sell it to individual end-users in their homes. In fact, the original Network Service Providers quickly vertically integrated with Internet Service Providers and Internet Access Providers, through the mid-1990s, creating conglomerates and reducing competition. Now, the term may refer to telecommunications companies, data carriers, wireless communications providers, I ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
ITIL
ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business. ITIL describes best practices, including processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It is designed to allow organizations to establish a baseline and can be used to demonstrate compliance and to measure improvements. There is no formal independent third-party compliance assessment available to demonstrate ITIL compliance in an organization. Certification in ITIL is only available to individuals and not organizations. Since 2021, the ITIL trademark has been owned by PeopleCert. History Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s develo ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Maintenance Window
In information technology and systems management, a maintenance window is a period of time designated in advance by the technical staff, during which preventive maintenance that could cause disruption of service may be performed. High availability services For a high-availability service, such as an Internet hosting service or Internet service provider, the purpose of stating a time period in advance is to allow clients of the service to prepare for possible disruption or prepare for any major changes to the functioning of the service. This type of disclosure is typically guaranteed as part of a service level agreement. High-availability maintenance windows are often planned for a time where activity is at its lowest so as to cause minimal disruption to customers, though which also require unusual work schedules for the employees. An Internet service provider, for example, may schedule a maintenance window for Sunday during the night hours. Managed business computers Schools ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Dedicated Servers
A dedicated hosting service, dedicated server, or managed hosting service is a type of Internet hosting in which the client leases an entire server not shared with anyone else. This is more flexible than shared hosting, as organizations have full control over the server(s), including choice of operating system, hardware, etc. There is also another level of dedicated or managed hosting commonly referred to as complex managed hosting. Complex managed hosting applies to both physical dedicated servers, hybrid server and virtual servers, with many companies choosing a hybrid (combination of physical and virtual) hosting solution. There are many similarities between standard and complex managed hosting but the key difference is the level of administrative and engineering support that the customer pays for – owing to both the increased size and complexity of the infrastructure deployment. The provider steps in to take over most of the management, including security, memory, st ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Virtual Private Server
A virtual private server (VPS) or virtual dedicated server (VDS) is a virtual machine sold as a service by an Internet hosting company. A virtual private server runs its own copy of an operating system (OS), and customers may have superuser-level access to that operating system instance, so they can install almost any software that runs on that OS. For many purposes, it is functionally equivalent to a dedicated physical server and, being software-defined, can be created and configured more easily. A virtual server costs less than an equivalent physical server. However, as virtual servers share the underlying physical hardware with other VPS, performance may be lower depending on the workload of any other executing virtual machines. Virtualization The force driving server virtualization is similar to that which led to the development of time-sharing and multiprogramming in the past. Although the resources are still shared, as under the time-sharing model, virtualization pro ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Shared Hosting
A shared web hosting service is a web hosting service where many websites reside on one web server connected to the Internet. The overall cost of server maintenance is spread over many customers. By using shared hosting, the website will share a physical server with one or more other websites. Description The service usually includes system administration as it is shared by many users. This is a benefit for users who do not want to deal with it, but a hindrance to power users who want more control. In general, shared hosting will be inappropriate for users who require extensive software development outside what the hosting provider supports. Generally, most applications intended to be on a standard web server work well with a shared web hosting service. On the other hand, shared hosting is cheaper than other types of hosting such as dedicated server hosting. Shared hosting usually has usage limits and hosting providers should have extensive reliability features in place. Share ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Uptime
Uptime is a Measurement, measure of system reliability, expressed as the period of system time, time a machine, typically a computer, has been continuously working and available. Uptime is the opposite of downtime. It is often used as a measure of computer operating system reliability or stability, in that this time represents the time a computer can be left unattended without crash (computing), crashing or needing to be booting, rebooted for administrative or maintenance purposes. Conversely, long uptime may indicate negligence, because some critical updates can require reboots on some platforms. Records In 2005, Novell reported a server with a 6-year uptime. This level of uptime is common when servers are maintained under an industrial context and host critical applications such as banking systems. Netcraft maintains the uptime records for many thousands of web hosting computers. A server running Novell NetWare has been reported to have been shut down after 16 years of uptime ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Mean Time To Recovery
Mean time to recovery (MTTR) is the average time that a device will take to recover from any failure. Examples of such devices range from self-resetting fuses (where the MTTR would be very short, probably seconds), to whole systems which have to be repaired or replaced. The MTTR would usually be part of a maintenance contract, where the user would pay more for a system MTTR of which was 24 hours, than for one of, say, 7 days. This does not mean the supplier is guaranteeing to have the system up and running again within 24 hours (or 7 days) of being notified of the failure. It does mean the average repair time will tend towards 24 hours (or 7 days). A more useful maintenance contract measure is the maximum time to recovery which can be easily measured and the supplier held accountably. Note that some suppliers will interpret MTTR to mean 'mean time to respond' and others will take it to mean 'mean time to replace/repair/recover/resolve'. The former indicates that the supplier wi ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Total Resolution Time
A service-level agreement (SLA) is an agreement between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract. As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case, the SLA will typically have a technical definition of '' mean time between failures'' (MTBF), ''mean time to repair'' or ''mean time to recovery'' (MTTR); identifying which party is responsible for reporting faults or paying fees; responsibility for various data rates; throughput; jitter; or similar measurable details. Overview A service-level agreement is an agreement between two or more ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Turnaround Time
Turnaround time (TAT) is the amount of time taken to complete a process or fulfill a request. The concept thus overlaps with lead time and can be contrasted with cycle time. Meaning in computing In computing, turnaround time is the total time taken between the submission of a program/process/thread/task (Linux) for execution and the return of the complete output to the customer/user. It may vary for various programming languages depending on the developer of the software or the program. Turnaround time may simply deal with the total time it takes for a program to provide the required output to the user after the program is started. Turnaround time is one of the metrics used to evaluate an operating system's scheduling algorithms. In case of batch systems, turnaround time will include time taken in forming batches, batch execution and printing results. With increasing computerization of analytical instruments the distinction between a computing context and a "non-computing" ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
