Abbreviations
| AE | Application Environment |
| CI | Communication Infrastructure |
| DI | Support with Defined Intervention Time |
| DR | Support with Defined Repair Time |
| IS | Information System |
| NBD | Next Business Day |
| PA | Professional Assistance |
| PS | Proactive Supervision over IS |
| SCA | Supervision Center ANECT a.s. |
| SI | System Infrastructure |
| TS | Technical Support ANECT a.s. |
Terminology
Application Environment
An application set and related HW and SW equipment used by individual applications (eg. a private network, servers, user end stations and their operating systems, etc).
Authorized Change of IS Configuration
A change of IS configuration performed in a defined way that had been agreed upon by both parties and which had been correctly and fully documented.
Communication Infrastructure
A set of HW and SW equipment enabling data transfers (transport medium, networking equipment, etc.)
Configuration of IS
A list of SW and HW equipment including the settings of the optional SW (software configuration) and HW (hardware configuration) parameters.
Information System
A set of HW and SW equipment enabling data transfers, system services, security, pre-processing and processing of information.
Intervention Time
Time in which ANECT guarantees the commencement of the works related to the problem resolution.
Operational Documentation
Contains configuration of the IS, provides information about relations among the HW and SW components, the component's precise locations at sites and objects as well as the number and type of the components
Period of Request Status Update
Time period between periodically repeated updates through which ANECT informs the customer about the progress and current status of the resolved issue.
Remote Access to Information System
Such an access to the customer's IS components which enables to determine their status and change their configuration without the necessity of the ANECT employee to be physically present at the site of installation.
Repair Time
Time in which ANECT guarantees that the request will be resolved - repair of the defect.
Response Time
Time in which ANECT is obliged to communicate to the customer the name of the employee responsible for the problem resolution.
Responsible Person
A customer's employee who is authorized to file the request for the technical support and request the repair. The customer will specify the responsible employees and will provide a list of their name to ANECT.
SLA (Service Level Agreement)
Agreed upon and guaranteed level of services provided in the framework of the technical support of the IS.
Stand by Duty
Time period in which the employees of the ANECT technical support team are ready to provide customer service. For example 24x7 means that the technical support is available 7 days a week 24 hours a day.
Support Call
Activities carried out by ANECT covered by a support agreement. These include a remote access to the components of IS, visit of the support technician at the site and putting the malfunctioning piece of equipment or software back to operation
System Infrastructure
A set of HW and SW equipment providing system services, security, pre-processing and processing of information (servers, firewalls, IDS/IPS, network services, etc.)
Updating Operational Documentation of IS
The process of updating operational documentation of the IS. The aim is to ensure that the operational documentation always answers actual state IS.
Work Day
Work days are considered days from Monday to Friday between 8:00 to 16:00 o'clock, with the exception of official holidays.
