bpos s glossary

8/12/2019 Bpos s Glossary

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BPOS-S Tier 1 Support Engineer New Hire Training Program 1

BPOS-S Tier 1 Support Engineer New Hire

Training Program Glossary


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BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary

2 BPOS-S Tier 1 Support Engineer New Hire Training Program


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Term/Acronym Description

30 day grace Customer has the ability to call up and reactivate their service within the grace period 30 days.

AA Account Administrator

AAA Process of Authentication, Authorization, and Accounting.

AbsenceNot being available during a given time, possibly due to a sick day, an impromptu meeting, anemergency, or high priority CPE issues.

AC(Admin Center)

The Web interface used by administrators to set-up and maintain filtering and encryption in EHS(Exchange Hosted Services).

ACD Automatic Call Distribution

ACK Acknowledgement

ACL Access Control List

Activate/Activating The act of activating a license for a specific user.

Activation Team This team is responsible for provisioning the customer in the network.

AD Active Directory

AD DS Active Directory Domain Services

Admin Center Admin Portal for FOPE/EHA

ADSL Asymetric Digital Subscriber Lines

Adware Adware is any software program that automatically plays, displays, or downloads advertisements to acomputer after the software is installed on it or while the application is being used.

AffiliateMeans any legal entity that owns, is owned by, or is under common ownership with Customer orMicrosoft. "Ownership" means, for purposes of this definition, more than 50% ownership.

Agent Portal SharePoint site for agents (same as AIC)

Agent/EngineerA Microsoft vendor or full time employee who is tasked with providing customer or technical support toexternal customers.

AHT Average Handle Time

AIC(Agent Information Center)

The original Agent Information Center based on SharePoint. In BPOS-S this site was rebranded toMicrosoft Online Services Resource Center as a SharePoint site for PII, management reports, bughandling and special program repository prior to integration into VKB.

Alias1. A unique identifier for a person on Microsoft's network- ties to the person's email address. 2. Asubstitute name for an object, such as a device, file, or a variable.

Alt-Account Elevated account in Redmond domain with Admin rights.


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Analog Carrier SignalAn analog carrier signal is information that is continuously changing by a measurable physicalquantity.

ANSI American National Standards Institute

APGC Asia Pacific Greater China

API(Application ProgrammingInterface)

Provides programmers with a formal set of routines that can be called upon to exploit underlyingnetwork services.

Application LayerThe application layer of the OSI model provides an interface for the end user operating a deviceconnected to a network.

aQuantiveCompany acquired by Microsoft to enhance relationships with advertisers, agencies, and mediaowners/publishers by strengthening its world-class advertising platforms and services. It also givesMicrosoft increased abilities in bui lding and supporting next.

ARP Address Resolution Protocol

ARPANET Advanced Research Projects Agency Network

ASA Automated Service Agents (Colloquis)

ASICs Application-Specific Integrated Circuits

ATM Asynchronous Transfer Mode

AUI Attachment Unit Interface

Auto NotificationAn e-mail generated by the Clarify CRM system to notify responsible parties about a new casedispatched to the Clarify queue the team is accountable for monitoring.

AXFR Authoritative Full Transfer Zone Request

BAM Billing Account Management

BAP BPOS-S Accelerated Partners

Baselining The process of gathering facts that objectively reflect the normal operation of your network.

BB BlackBerry

BCM Business Continuity Management

BDM Business Decision Maker

BES BlackBerry Enterprise Server

BG Business Group

BI Business Intelligence


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Bi-Lingual Able to speak and write two languages fluently.

Biometrics

A type of authentication, biometrics, also known as Something you are is the most expensive(therefore least implemented) factor of security. This type of authentication involves using retinal (eye)

scans, finger and palm prints, or any other conceivable way of physically verifying that you are whoyou say you are.

BIOS 1. Business Incubation and Online Services 2. Basic Input/Output System

Biz DeskEMT (Escalation Management Team). The department that handles approving exceptions to thestandards.

BlackholeWhen an e-mail is blocked from reaching an inbox and the sender does not receive a bounceresponse.

BlogA frequently updated online journal or column. Blogs are often used to publish personal or companyinformation in an informal way. Short for Web log.

BOL Bearing Only Launch

BOSD Business Online Service Delivery

BOSG Business Online Services GroupInfrastructure

BounceWhen e-mail messages fail to reach their intended destination, they are said to bounce. If it is causedby an invalid e-mail address, it is considered a hard bounce, but if it is caused by a temporarycondition, such as a full inbox, it is considered a soft bounce.

BPO Business Productivity Online

BPOS Business Productivity Online Suite

BPOS-DBusiness Productivity Online SuiteDedicated. Offering designed to satisfy our most demandingenterprise customers by offering hardware and software dedicated to them, as a service.

BPOS-FBusiness Productivity Online SuiteFederal. This version of BPOS is for U.S. federal governmentagencies, related government contractors, and others that require the highest levels of securityfeatures and protocols.

BPOS-SBusiness Productivity Online SuiteStandard. Multi-tenant offering for a small to medium sizebusiness.

BPOSUPP Business Productivity Online Support Alias

BRD Business Requirements Document

Broadband RouterA broadband router is a common term describing the router used for residential networks to connectthe home LAN with the DSL (Digital Subscriber Line) modem supplied by the telephone company, orcable modem supplied by the cable company.

BSS Business Solutions Services


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Bug Any problem (valid or not) reported against a product and entered into our Product Studio database.

BuggerA personal bug portal that tracks Product Studio bugs assigned to and opened by a user, and notifiesthe user when new bugs are assigned to the user or changed.

Bus Network A bus network consists of all the nodes connected by a single wire segment. Bus networks areinexpensive and usually quick and easy to install, making them attractive for temporary networks.

Business Operations Responsible for invoicing and global outsourcing contract payments, and accruals.

BYOC Bring Your Own CAL

CA Certification Authority

CAB 1. Change Advisory Board 2. Cabinet files

CAL Client Access License

Callback Contacting the customer via phone at a scheduled time.

CAN(Campus Area Network)

A computer network made up of interconnected local area networks within a limited geographical area.A campus area network is larger than a local area network but smaller than a wide area network.Colleges and universities often implement a CAN to connect buildings and structures.

CAP Component and Application PortalWeb site for consumer purchases.

CAS(Corporate AccountSegment)

Sales accounts with an average IT spend between $2 and $45 million and between 1000-5000 PC'sor employees.

Case Term used in the Clarify CRM tool to define any technical support issue requiring technical assistance.

Case Notes Information regarding technical support issues with the service.

Case NumberA numbering convention used by the Clarify CRM (Customer Relationship Management) system touniquely identify each individual service request.

CAT5 A Category 5 cable. Its a twisted pair, high signal integrity cable type.

CCCM(Contact Center CategoryManagement)

Category manager for all outsourced contact center business across Microsoft.

CCF(Customer Care Framework)

The CCF 2008 is a software solution that supports the rapid, flexible, and cost-effective developmentand deployment of customer care solutions. CCF 2008 aggregates the information agents need,automates the tasks and process.

CCS(Communication andCollaboration Service)

CCS Tech Support - (now named, Business Productivity Online Standard) ( In beta, Exchange,SharePoint, Communicator for SMB)


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CDN Content Distribution Network

CEE Central and Eastern Europe

CFI Control Flow Integrity

CHAP Challenge Handshake Authentication Protocol

CiphertextThe process of changingplaintext using an algorithm (calledcipher)to make it indecipherable toanyone except those having akey.

Clarify CSS Support incident tool used by CTS (Commercial Technical Support).

ClientAn application or system that accesses a remote service on another computer system, known as aserver, by way of a network.

Client certificatesClient certificates are electronic documents that contain information about clients. These certificates,like server certificates, contain not only this information but also public encryption keys.

Client/Server A network architecture type where a central server handles all security and file transactions.

Client Software Software engineered by Microsoft and resides customer computer to access online services.

Close To resolve a Service Request, either due to completion or inactivity.

Cloud Computing Software that is deployed over the Internet.

CM Content Management

CMD Command Prompt

CMS (Change ManagementSystem)

CSS (Customer Service and Support) tool that creates, tracks, reports, and forecasts changerequests.

Code of Conduct Publicly facing document describing allowable and unallowable conduct on the Service by Microsoft.

Coexistence The state when running two messaging environments.

Commercial TechnicalSupport

Commercial customer support is split into two groups: Premier Field Engineering (PFE) andCommercial Technical Support (CTS, which is broken down into product clusters).

Communicator A Microsoft Office-integrated client for Microsoft Office Live Communications Server.

Compass Email ManagerA notification system from Clarify which notifies people of case activity, such as changes in ownership,case updates, and customer updates.

Compliance Conforming to a specification or standard that has been clearly defined.

ConsultRequesting information from a SME (Subject Matter Expert) while retaining ownership of the customercommunications.

Consulting Engineer Any support engineer consulting on a support service request.
http://en.wikipedia.org/wiki/Plaintexthttp://en.wikipedia.org/wiki/Cipherhttp://en.wikipedia.org/wiki/Key_(cryptography)http://en.wikipedia.org/wiki/Key_(cryptography)http://en.wikipedia.org/wiki/Cipherhttp://en.wikipedia.org/wiki/Plaintext


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Consumer Type of targeted support offering.

Contract Desk A Microsoft Office-integrated client for Microsoft Office Live Communications Server.

COPC(Customer OperationsPerformance Center)

Compliance certification and monitoring for vendorsvendor supplied agent metrics.

CPC Customer and Partner Care

CPE Customer and Partner Experience

CRASThird-party tool for change requests/customer issue tracking used in Customer Experience team. Ashort-term tool.

Crit Sit Critical Situation

CRM(Customer RelationshipManagement)

Software that is used to manage customer relationships.

CRM Live Hosted version of dynamics CRM.

Cryptography Cryptography is the science of providing security for information.

CSAT Customer Satisfaction

CSF Connected Services Framework

CSG Customer Support Group

CSMA/CD(Carrier Sense MultipleAccess / Collision Detection)

The protocol that used in Ethernet networks to ensure that only one network node is transmitting.

CSP Cryptographic Service Provider

CSS Customer Service and Support

CSS Call Router Customer Service and Support Call Router

CSUs/DSUs Channel Service Units/Data Service Units

CSV Comma Separated Value

CTI Computer Telephone Integration

CTS Commercial Technical Support

CustomerIndividuals, companies, or other entities that purchase goods and services produced by otherindividuals, companies, or entities.


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DIB Directory Information Base

Digital certificate

Is a digital credential that provides information about the identity of an entity as well as othersupporting information. A digital certificate is issued by an authority, referred to as a CA (certification

authority). Because a digital certificate is issued by a certification authority, that authority guaranteesthe validity of the information in the certificate. In addition, a digital certificate is valid for only a specificperiod of time.

DIPP Direct IP Peering

DirSync Directory Sync

DISTIES Distributors

DIT Directory Information Tree

DL Distribution List

DMS1. Document Management System 2. Defense Message System 3. Desktop Managed Services -current customers are Energizer and XL Capital - team manages the user desktops.

DNS(Domain Name Server)

A computer that maintains a list of domain name-to-IP address lists and a list of other DNS servers toquery. A DNS server does not need to have all of the domain-to-IP relationships, but in order for it torespond to all requests it must be able to query other DNS servers until it finds the IP address of therequested domain.

DNS(Domain Name Service)

It is a system that resolves (not converts) domain and host names to IP addresses.

DogfoodUse of Microsoft employees as beta testers. It is software used internally before release to productionor public visibility. A common industry practice that is used to thoroughly test new products in real-world environments.

Dogfood IT Gen (Generalist)Agent

The person who acts as the IT Gen or Administrator for Microsoft

Dogfood MOAC

The Microsoft Corporation (Dogfood) Administration Center is in the PPE environment and theSupport Engineer has IT Gen permissions to this Administration Center. This is different from theexternal customers MOAC. In the external customers MOAC, Technical Support is not considered anIT Gen.

DoS(Denial of service)

DoS attacks prevent users from being able to use or access computer resources. This is often doneby overwhelming a network resource with more communication requests or information than it canprocess.

Down A primary tool is not functioning as expected and cannot be used.

DRM Digital Rights Management

DSAs Directory System Agents

DSAT Dissatisfied or Very Dissatisfied Customers


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DSE Designated/Dedicated Software Engineer

DSL Digital Subscriber Lines

DSP Directory System Protocol

DSS Desk Side Support

DTMF Dual Tone Multi Frequency

Due DiligenceSteps required to be considered competent in your role, or the steps someone should complete to dotheir job properly.

DW/BI Data Warehouse / Business Intelligence

Dynamic IP AddressesDynamic IP addresses are assigned on an as-needed basis, usually from a pool of availableaddresses, and usually at the time an interface is initialized. When the device goes off the network, theaddress could be assigned to another device that needs it.

Dynamics SupportRegional GTSC (Global Technical Support Center) that supports CRM and small or mid-marketbusiness, AX, NAV, GP, and SL.

E mailAllows the user the ability to send and receive text messages, HTML formatted messages, images,and other hyperlinks over the Internet.

EA 1. Enterprise Agreement 2. Easy Assist

EA Direct Enterprise Agreement Direct

EAP Extensible Authentication Protocol

Easy Assist 2.0 Microsoft technology that enables support using Microsoft Live Meeting.

EE Escalation Engineer

EHA Exchange Hosted Archive

EHC Exchange Hosted Continuity

EHE Exchange Hosted Encryption

EHS Exchange Hosted Services (FOPE)

EM Escalation Manager

EMC Exchange Management Console

EMEA Europe Middle East Africa

EMS Exchange Management Shell

Encryption The process of coding plaintext to create ciphertext.


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End-to-end Workflow Complete documentation of daily tasks

ENR Tier 1 Support item in the Customer Experience team.

Entitled Customer who can receive support from a Technical Support Engineer.

ESA Enterprise Software Advisor

EscalateThe change in ownership of a SR (Service Request) to a higher/more specialized or knowledgeablegroup/tierthe agent changes the queue to release the SR to an internal group sharing RightNow andsaves, but does not close, SR.

ESPA third party company that provides e-mail services such as e-mail marketing or bulk e-mail services.This company may also provide tracking information showing the status of e-mail sent to eachmember of an address list.

Ethernet Ethernet is a LAN communication standard that determines the network components used at layer 1and layer 2 of the OSI model, and is the most widely used technology in a LAN.

EU End User

Exchange Microsoft client/server messaging and collaboration software.

Exchange LabsMicrosoft Exchange Labs is provided through a partnership with the Microsoft Exchange product teamand the Microsoft Live@edu team. Microsoft has combined the best-in-class features of MicrosoftExchange Server with the ease and convenience of online hosted e-mail.

FASTLocated in Oslo, Norway, it is the leader in network search (for example, the Best Buy search engine),and became the SharePoint search level in October 2009.

FDDI(Fiber Distributed DataInterface)

A ring-based token network that provides a 100Mbit/s optical standard fordata transmission in aLANthat has a range up to 124 miles.

FOPE Forefront Online Protection for Exchange

Forefront Support The service group that supports Forefront (filtering).

ForumA medium provided by an online service for users to carry on written discussions of a particular topicby posting messages and replying to them. On the Internet, the most widespread forums are thenewsgroups in Usenet.

FOSE(ForeFront Online Security

for Exchange)

Formerly known as EHS (Exchange Hosted Services), it is internet-based support for existing e-mail.Forefront Filtering consists of layered technologies to actively help protect businesses' inbound and

outbound e-mail from spam, viruses, phishing scams, and e-mail policy violations.

FrontBridge A service acquired by Microsoft which has become EHS (Exchange Hosted Services).

FTE Full Time Employee

FTP File Transfer Protocol
http://en.wikipedia.org/wiki/Mbit/shttp://en.wikipedia.org/wiki/Data_transmissionhttp://en.wikipedia.org/wiki/Local_area_networkhttp://en.wikipedia.org/wiki/Local_area_networkhttp://en.wikipedia.org/wiki/Data_transmissionhttp://en.wikipedia.org/wiki/Mbit/s


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Full Privileges Access unlimited

Fully Qualified Domain Name Contains the complete name of a Web site consisting of the host and domain name.

FW Forward

GAL Microsoft Exchange Global Address List

GAN(Global Area Network)

Refers to a network that is composed of different WANs, covering continent-to-continent or unlimitedgeographical area. A GAN is a wireless communications system in which mobile phone sets functionseamlessly between LANs and WANs.

Gateway

The term is rather ambiguous in networking and telecommunications. It is used to refer to manydifferent kinds of devices that interface one system of communications to another. Most commonly, onIP networks, it is used to refer simply to a router. So most often, when somebody says gateway to you,he is talking about a router.

GC Governance Council

GCS Global Customer Service

GEMM Global Event Monitoring and Management. Mission Control ([email protected])

GFS Global Foundation Services (datacenter that houses online services).

Ghost Call

When an Agent/Support Engineer picks up the phone and there is no customer on the other end, orwhen the customer and Agent/Support Engineer lose their connection after verbal contact has beenmade but the call wasnt long enough to obtain sufficient customer information to call the custo merback.

Global Contracting Contractual arrangements on a global scope and leads complex contractual negotiations.

GPGP Great People Great Performance - Type of Award in Services organization.

GRC Government Risk management and Compliance

GRE Generic Routing Encapsulation

GTSCs(Global Technical SupportCenters)

Support Centers located in specific areas of the globe where CSS support resources are located.

GUI(Graphical User Interface)

Provides an easy way of accessing applications with the use of a pointing device, such as a mouse.

GUID Globally Unique Identifier

GVR(Global VendorRationalization)

Centralized Project Leadership, RFI (Request for Information), RFP (Request for Proposal)administration and scoring, new vendor enquires, assessment, and audit.
mailto:[email protected])mailto:[email protected])mailto:[email protected])


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Hacker A person with a strong technical background who uses his or her skills and knowledge in an attempt tolearn more about how computer systems and networks work by gaining unauthorized access tocomputers and networks that are not their own.

HAN(Home Area Network)

A network contained within a users home that connects the residents digital devices, from multiplecomputers and their peripheral devices to telephones, entertainment and security systems, smartappliances, fax machines and other digital devices that are wired into the network.

HEXHexadecimal (also base 16, or hex) is a positional numeral system with a radix, or base, of 16. It usessixteen distinct symbols, most often the symbols 09 to represent values zero to nine, and A, B, C, D,E, F (or alternatively a through f) to represent values ten to fifteen.

HMC Hosted Messaging and Collaboration

HOOPS Hours of Operations

Host A computer that is on the network that provides software to other computers on the network.

Hosted e-mailA service provided by a hosting company allowing customers to create numerous mailboxes usingtheir own domain name.

Hosting The team responsible for hosting and maintaining the datacenters.

Hosting Support Operational support for a hosted environments and services.

HTML Hyper Text Markup Language

HTTP(Hypertext Transfer Protocol)

A protocol that outlines the communication between a Web browser and Web server. HTTP is notsecure, which is why a secure version, HTTPS (Hypertext Transfer Protocol Secure) was created.

HTTPS(Hypertext Transfer ProtocolSecure)

A protocol that outlines secure communication between a Web browser and Web server. HTTPS,properly implemented, is considered very secure because all data is transmitted via a secure link.

HubsA multi-port repeater. Whatever signal is received at one interface of the hub is repeated out all theother interfaces of the hub.

Hybrid Network A hybrid network has characteristics of several other networks combined.

IANA Internet Assigned Numbers Authority

ICANN Internet Corporation for Assigned Names and Numbers

ICMP Internet Control Message Protocol

IEEE Institute of Electrical and Electronics Engineers

IEEE Institute of Electrical and Electronics Engineers

IETFThe IETF (Internet Engineering Task Force) publishes documents outlining how Internet protocolsshould operate. Companies can then build their products to meet these specifications. Somestandardized protocols are derived from proprietary protocols.


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IGMP Internet Group Management Protocol

IIMF Intelligent Instant Message Feature

Illegal Behavior Behavior that violates applicable law.

IM Instant Message

IMAP4(Internet Message AccessProtocol version 4)

An internet protocol that allows an e-mail client to retrieve their e-mail from a remote mail server byinitially downloading the headers and leaving the email on the server. This feature enables users tochoose which e-mails they would like to read without downloading all e-mails.

IMM 1. Interactive Media Manager 2. Input Method Manager

Inc 1. Tool used in Customer Experience team. 2. Incorporated

IncubationPeriod in which a new service is being introduced. Support and support account management forproducts in "incubation" are currently provided by the product (service) group.

Internet A global connection of computer networks that use TCP/IP to connect users worldwide.

Internet Layer In the TCP/IP model, the internet layer performs the same functions as the OSI network layer.

Internet Service Provider Companies that provide fee-based access to the Internet offering e-mail and the WWW.

Internetworking Internetworking is the practice of connecting a computer network with other networks through the useof gateways that provide a common method of routing information between the networks. Theresulting system of interconnected networks is called an internetwork, or simply an internet.

Interoperability Ability of software and hardware on multiple devices from different vendors to communicate.

Interpreter A person who provides an oral translation between speakers who speak different languages.

Intranet A private network inside a company or organization.

IP Internet Protocol

IP Address(Internet Protocol Address)

A unique numeric identifier that is used for each computer on the Internet. It is written as a set of fournumbers ranging from 0 to 255, each set of numbers is separated by a period. An example of an IPaddress would be 12.1.234.7.

IPv4 Internet Protocol version 4, 32 BIT

IPv6 Internet Protocol version 6, 128 BIT

IPA Type of support in EHS.

IPM(Implementation ProjectManager)

Person who is responsible for provisioning the customer in the network and on-boarding newFOPE/EHA customers.


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IPTV Internet Protocol Television

IPU Incidents per Unit

IPX/SPX (Internetwork PacketExchange/Sequenced PacketExchange

Protocols that were developed by Novell for its onetime prominent server OS. Both of these protocolsare now virtually extinct and have been replaced by the TCP/IP.

ISDN (Integrated ServicesDigital Network)

ISDN is a set of communications standards for simultaneous digital transmission of voice, video, data,and other network the telephone network.

ISG Industry Solutions Group

ISO International Organization for Standardization

ISP Internet Service Provider

ISV Independent Software Vendor

IT Information Technology

IT Gen(Information TechnologyGeneralist)

The IT Administrator assigned to the customer's account. For requesting IT support (previously forlarge EA/VL accounts)-the IT Gen is the single person of contact that can submit the Service Requestinto Microsoft.

ITIL(Information TechnologyInfrastructure Library)

Used in reference to a training model in the Customer Experience team and certification in theDesktop Managed Services team.

IVR Interactive Voice Response

IW Information Worker

IXFR Incremental Zone Transfer

JME Join Management Environment

KAM Knowledge Asset Management

KB Knowledge Base

KCC(Knowledge ConsistencyChecker)

A distributed application that runs on every domain controller and is responsible for creating theconnections between domain controllers that collectively form the replication topology.

Kerberos The client and the server verify each others identity.

KPI Key Performance Indicator

L2F Cisco VPN Solution

L2TP Microsoft and Cisco collaborated VPN solution


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Labor Time spent on resolving technical issues for a customer

Labor TrackingThe act of capturing and categorizing time spent on a SR by all support personnel with a utilizationgoal.

LAN BridgeIt connects two or more LANs. The LAN bridge receives data packets from a LAN segment connectedto one port and forwards them to a LAN segment connected to a different port.

LAN(Local Area Network)

A corporations internal version of the Internet that allows computers on the same network, usuallylocal to the building, to share information, resources, and applications.

LAR Large Account Resellers

LCA(Legal and Corporate Affairs)

A Microsoft business unit responsible for handling all legal, government, industry, and communityaffairs.

LCSPIC Live Communication Server Public IM Connectivity

LDAP Lightweight Directory Access Protocol

Learn/Try/Buy/Use/Renew Business model for BPOS and all Online Services.

LegalProcesses, services, or inquiries involving requirements specifically made, enforceable, or prohibited(as illegal) by a government through law, court, contract, or regulation.

List OwnerAn individual who is responsible for defining the policy and approving subscriptions to an e-mailmailing list.

Live TransferTransferring a customer from one support organization to another with the originating supportorganization, staying on the line to introduce the customer and ensure they are successfullytransferred before dropping off the call. Also referred to as a warm transfer.

LLI Language Line Interpreter

LLS Language Line Services

LM Live Meeting

LM support The service group that delivers Live Meeting support.

LM Tier 1 Live Meeting Support Tier 1 vendor resources.

LMM Type of targeted support offering.

LOB Line of Business

Localized International Market, making the material, CGI appear in the local language.

Lower LayerIn the OSI (Open Systems Interconnection) model, the layers that contain the transport, network, datalink, and physical layers are referred to as the lower layers.

M1, M2, M3 code Milestones in coding or product/service development.


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MAC(Media Access Control)Address

A MAC address is how each NIC is uniquely identified.

MACS Messaging and Collaboration Support

MainframeA centralized computer system that is usually accessed by multiple users using terminals or PCsrunning terminal emulation software.

Major Account A segment of customer accounts.

Major Inconvenience A customer has encountered a technical issue that requires immediate assistance.

Malware Malware is short for malicious software and is the common term for any software that is designed toinfiltrate a computer system without the owner's informed consent.

MAN(Metropolitan Area Network)

A computer network large enough to span a large campus or a city.

MAP Microsoft Assistance Platform (self-help )

MAPI Messaging Application Programming Interface

MBS Microsoft Business Solutions

MCCSiebel tool used by Shared Services Client SupportMessaging/Collaboration, Customer Experience,and Desktop Managed Services teams for coding Service Requests.

MCP Microsoft Certified Professional

MCRS Tool used for reporting in Customer Experience team.

MCS Microsoft Consulting Services

MEC An ISG solution.

Mesh Network A mesh network consists of some nodes with more than one path to other nodes.

Messaging Support A support cluster within Commercial Technical Support.

Metracare Agent access into Metronet.

Metranet Back office system for billing and financecaptures transaction.

Metratech The vendor for Metratech and Metracare.

MGO(Microsoft GlobalOutsourcing)

The central support service sitting within the Microsoft CSS (Customer Service and Support)organization.


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Non CritSit Any severity level other than Sev 1 or Sev A.

Non IT Gen Non-Information Technology Generalist

Non-Microsoft Products Sometimes other products are bundled with Microsoft products. In general, Microsoft is notresponsible for supporting these products. NOTE: This is not available to off-site vendors.

NOS Network Operating System

NSAT(Net Satisfaction)

A measurement of overall customer satisfaction. Net satisfaction is calculated as the differencebetween the percentage of very satisfied customers (VSAT) and the percentage of dissatisfied or verydissatisfied customers (DSAT) plus 100 (NSAT = %VSAT - %DSAT)

NTP(Network Time Protocol)

Used to synchronize with Internet time. NTP retrieves and transmits the proper time as indicated bythe atomic clocks maintained by the United States military to your computer.

OBA Office Business Applications

OBP(Ordering Billing and Partner)

RightNow taxonomy for CPC agents.

OCO Office Communication Online

OCP(Online Commerce Platform)

The platform that BPOS runs on.

OCS (Office CommunicationsServices)

1. Tool used in the Customer Experience team 2. Office Communications Server

OEM Original Equipment Manufacturers

Office Systems Support Regional GTSC that supports Office, SharePoint, Groove, PerformancePoint, and Project.

OLM Online Live Meeting

OLS Online Services

OM Onboarding Manager

OMS(Outsourcing ManagementSystem)

An MGO COPC-compliant quality management system.

Onboarding Moving a new customer onto a hosted service.

One View Data warehouse that pulls from RightNow and other tools; develops and publishes reports.

Online ServiceMeans any online service available under this Agreement, as offered on the Microsoft Online ServicesCustomer Portal.

Online Services Use RightsMeans the use rights for each Online Service published at http://www.microsoft.com/onlineuserights orat a successor site that Microsoft identifies.


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Online/Chat Independent Worker support: http://support.microsoft.com

On-Premise Credentials Alternate account and credentials in the Redmond domain.

OOF Out of Office

OPM Online Partner Marketing

OrderAny order that an Online Services Customer submits to Microsoft via the Microsoft Online ServicesCustomer Portal. An order is comprised of one or more subscriptions for Online Services.

OS Operating System

OSAP Online Services Advisor Partner

OSDP Online Service Delivery Platform

OSI(Open SystemsInterconnection) Model

Provides the networking industry with a generic means to describe the hardware and softwarefunctions of computer networks.

OSPP Online Services Provider Partner

OSRP Online Services Reseller/Recruiter Partner (Aggregator)

OU Organizational Unit

OutlookA family of Microsoft messaging and collaboration client software for personal computers accessingMicrosoft Exchange Server-based email and collaboration services.

OWA(Outlook Web Access) Web access to Outlook.

P2P(Peer-to-Peer)

A network where all workstations are connected to each other and interact directly with one another.

PAM Partner Account Manager

PAN(Personal Area Network)

A computer network used for communication among computer devices, including telephones andpersonal digital assistants, in close proximity to an individuals body.

PAP Password Authentication Protocol

PartnerDAPs, SSPs, Resellers, VARs, LARs may also be referred to as Microsoft Partners. An organizationthat has joined the Microsoft Partner Network (MSP).

Partner Portal Renamed to MOSPAC

PasswordThe secret alphanumeric digits that a user must supply along with their Login to gain access to theservice.

Password Resetter The support engineer carrying out the password reset procedure.


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PBX Private Branch Exchange

PC Personal Computer

PCD Personal Communications Device

PCI Peripheral Component Interconnect

PD Partner Dashboard

PDA Personal Digital Assistant

PDC Professional Developers Conference

PFE Solutions SupportProvides a suite of services for MS Premier customers that require a single point of contact support forcustom code solutions designed and built with the guidance from MCS (Microsoft Consulting Services)or by ISG (Industry Solutions Group) or Product Groups (MS Solutions).

PFE(Premier Field Engineering)

In partnership with the Enterprise Services and CTS, PFE provides technical leadership for Premiercustomers around the world to promote health in their IT environments through onsite, remote, anddedicated support services.

PG Product Group

Phone Local and 800 numbers on http://support.microsoft.com.

Phone Support A service request where communication with the customer is done over the telephone.

Phone SystemElectronic equipment containing a receiver and transmitter that is connected to a telecommunicationssystem, enabling the user to speak to and hear others with similar equipment.

Physical Layer The physical layer creates the link between two devices in the network.

PI Payment Instrument

PI ID Payment Instrument Identification

PII(Personally IdentifiableInformation)

Information that can be used to identify an individual (i.e. name, e-mail, address, but also IP Address).

PIR Post Incident Review

PlacewareA company found in 1986 and acquired by Microsoft in 2003. The main application from Placewarelater became Live Meeting.

Platform Support Product Cluster within the commercial technical support organization

PLC(Partner Learning Center)

A Web site for partners.

PM Program Manager


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PMC(Partner Membership Center)

Web site where a customer can sign up to be a partner (also Premier Mission Critical).

PMO Project Management Office

PMP 1. Used in reference to training model in Customer Experience team 2. Protected Media Path

POC Point of Contact

Point-to-Point Connection A point-to-point connection is a data connection between two points, typically over a distance, such asbetween two geographically separated buildings.

POPA protocol that is used to retrieve e-mail from a mail server. Once the user downloads the e-mail to hisor her mailbox, the message is deleted from the server.

POP3(Post Office ProtocolVersion 3)

Used to request e-mail from a server. When someone sends you an e-mail, it isnt sent directly to yourcomputer; it is sent to the e-mail server of your ISP (internet service provider) or Web site and storedthere for retrieval. POP3 informs the server that you are ready to receive your e-mail. With POP3, theuser name and password are not encrypted, so if you use it over an unsecured public connection(wired or wireless), an attacker can read your user name and password.

POR(Partner of Record)

The partner selected on a specific subscription.

POTS Plain Old Telephone Service

PPE Pre-production Environment

PPP 1. Point-to-Point Protocol 2. Policies, Processes, and Procedures

PPTP (Point-to-PointTunneling Protocol) Developed by Microsoft, PPTP is an open standard for VPN implementations.

PremierA Microsoft Business Unit that assists customers in developing, deploying, and managing businesssystems built around Microsoft solutions for the server and desktop.

Premier CritSit ProcessWhen a Premier customer elects to involve their Premier TAM and a CritSit manager to assist in theresolution of a high severity case.

Presentation LayerThe presentation layer of the OSI model is responsible for how an application formats the data to besent out onto the network.

Primary Support Tools ofBPOS-S

MOSPAC and RightNow

Primus Knowledge base tool used by the Customer Experience and Desktop Managed Services teams.

Privacy StatementPublicly facing document describing Microsofts policy toward privacy of PII (Personally IdentifiableInformation) collected by the Service, as required by law.

Private NoteViewable by all support engineers, but hidden from customers , it is used to note or document internalsupport policies/procedures, escalation requests, etc.


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Privilege ElevationLifting or changing a user on the account from one level of account control (IW (Information Worker()to a higher level of account control (IT Gen)

ProcMon

(Process Monitor)

Used to monitor real-time file system, registry, and process/thread activity.

Product Studio An internal tool used by support engineers to escalate issues to Hosting or Development

PS Product Studio

PSS(Product Support Services)

A sub-set of the CSS organization that provides technical support services. Original name of theMicrosoft support organization.

PST Pacific Standard Time (GMT-8)

PSTN Publicly-Switched Telephone Network

PTL Partner Tech Lead. See Technical Support Lead.

PTR Pointer record used in reverse lookups.

Public key certificateA public key certificate, usually just called a certificate, is a digitally signed statement thats commonlyused for authentication and to secure information on open networks.

Public-key AlgorithmsEncryption algorithms that use different keys for encrypting and decrypting information. They are alsoknown as asymmetric key algorithms.

PUR Product Use Rights

PVP Partner Velocity Platform

Q2C Quote to Cash

QFE Quick Fix Engineering

QMF Quality Management Facility

QoS Quality of Service

QueueA CRM folder associated with a particular set of support engineers (Tier I, II, III) and OnboardingManagers, or technology.

Queue MonitoringA Tier 2 Support Engineer that monitors and assigns out all web submitted SRs for Tier 1 SupportEngineers.

Radius It was initially developed for dial-up connections, but has developed into a commonly used standard.

RAID (Redundant Array ofIndependent Disks)

A technology that uses multiple and inexpensive disk drives that provides increased storage reliabilitythroughredundancy.The array of drives distributes data across multiple disks, but the array is seen bythe computer user andoperating system as one single disk.

RAP Risk Assessment Program
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RAS Remote Access Server/Service

RCA Root Cause Analysis

RDP Remote Desktop Protocol

Read Ability to view settings in an environment

RecoveryA successful resolution of a customers issue, which if unaddressed, may negatively impact surveyresults or place Microsoft Online Services in an unfavorable light.

RPO (Recovery PointObjective)

Measures the time between the latest backup and the system disaster, representing the nearesthistorical point in time to which a system can recover.

RTO (Recovery TimeObjective)

Measures the time between a system disaster and the time when the system is again operational.

Redirect Direct to proper support resource

Re-Direct External Agent gives out the Phone number/email address and closes the Service Request.

Re-Direct InternalTransfers the service request to other Agents using RightNow. Changes the queue, saves, but doesnot close the SR.

Remote access Remote access to a network involves the connection of remote-host systems to a LAN.

Repeater Repeaters allow you to expand the range of a wireless LAN. A repeater receives radio signals from anaccess point, wireless client device, or another repeater and retransmits the signal.

Required Programs Programs that a support engineer will need to have open, and potentially use on every call.

RFC(Request for Consulting (orComment))

A formal process used in CSS to get help from the Product Group on difficult support incidents whereCSS retains "ownership" of the issue.

RFC 1939 POP3 is a standard protocol for retrieving e-mail detailed in RFC1939.

RFH(Request for Hotfix)

A formal process used in CSS to get a code fix from the Product Group for certain support incidents.

RFO(Request for Ownership)

A formal process used in CSS to get help from the Product Group on difficult support incidents wherethe PG becomes the "owner" of the issue.

RFx Request for x - Generic term to mean the suite of RFC/RFH/RFO processes

Rich MediaThis describes the variety of interactive digital media. A common characteristic of this is dynamicmotion.

RID Relative Identifier

RightNow ResponseTemplates

CRM templates


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Ring Network A ring network consists of nodes joined to one another in a closed loop.

RIP(Routing Information

Protocol)

A routing protocol that routers use to exchange routing information on an IP network.

RM Response Management

RN Right Now - Four versions currently being used - LM, EHS, Incubation, CPC+CCS.

RNT(Right Now Technologies)

Incident management product used in Live Meeting and EHS support.

ROB(Rhythm of the Business)

Reoccurring meeting to review operational data

ROC Regional Operating Centers

ROSS Rapid Onsite Support Services

ROOTDSE Each domain controller creates a unique object known as the RootDSE (DSA Specific Entry) .

ROW Rest of World

RSC Regional Service Center - Partner Support

RSS Really Simple Syndication

RTM Release to Manufacturing

RTW(Release to Web) A Go-Live Date when product/service is available to customer.

S+S Software + Service - Includes both live and online services

SA1. Software Assurance. Microsoft volume licensing option that enables customers to acquire the rightto install any new release of products covered in the agreement during the term of their coverage.2. Service Administrator

SaaS(Software as a Service)

Delivery of software over the Internet (the cloud) - industry term.

Safe HarborAn arrangement whereby U.S. companies follow European privacy laws and in return can handle thepersonal information of European customers.

SAM Security Accounts Manager

SAS-70 Statement on Auditing Standards No. 70: Service Organizations

SASLSimple Authentication and Security Layer


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SaveA successful attempt in taking a customer request for a subscription cancellation and convincing themto stay on the service.

SB Type of targeted support offering

SCL Spam Confidence Level

SCS(Subscription CommerceServices)

A transaction engine for billing.

SDE Service Delivery Escalations

SDE DB Service Delivery Escalation Product Studio Database

SDFC Solution Delivered First Contact

SDI Service Delivery Infrastructure

SDK Software Development Kit

SDM Service Deliver Manager

SDS SQL Developer Services portal

SE Support Engineers

Security Support Support cluster in CTS that supports Security Bulletin and Malware, Antigen, Forefront, ISA, IAG.

SEDL Support Exchange Distribution Lists

SEE Support Escalation Engineers

Server Servers render shared services of one kind or another to network users. Their primary interaction iswith the network, not a user at the keyboard.

Server certificatesServer certificates are digital identifications containing information about a Web server and theorganization that is sponsoring the server's Web content. All of the BPOS-S servers use certificates aspart of the authentication process.

Session LayerThe session layer of the OSI model provides services such as logging on and logging out of anapplication via a network.

SETA Service Engagement Tracking Application. MBS tool used for incident tracking and consulting.

SEV Severity

SEV 1CatastrophicService, system, network, server, or critical application down catastrophically impactingproduction and/or profitability.

SEV ACriticalHigh-impact problem in which service, production, operations, or development deadlines areseverely impacted; or where there will be a severe impact on production and/or profitability.


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TellMeTellMe provides a network-based hosted voice application network with interactive voice response(IVR) services to Fortune 100 companies. TellMe provides voice services for everyday life, includingnationwide directory assistance, enterprise customer service, and voice-enabled mobile search.

Telnet Telnet is the TCP/IP networking facility that allows a client system (workstation) to access thecommand line interface of a remote server.

TemplateFiles that contain the structure and tools for shaping such elements as the style and page layout offinished files.

Third Party VendorA company that manufactures and sells accessories or peripherals for use with a majormanufacturer's computer or peripheral, usually without any involvement from the major manufacturer

Three Strikes Three separate attempts to contact a customer over two business days without success.

Tier 1 Support EngineerThis engineer is the first person to interface with the customer. He or she is responsible for providingtechnical support for the following services that are delivered either online or in co-existence.

Tier 2 Support EngineerThis engineer provides the second level of support for a Tier 1 Support Engineer and receivesunresolved SRs from the Tier 1 Support Engineer.

Tier 3 Support EngineerThis engineer, also known as an Escalation Engineer (EE), is responsible for resolving complex andcritical issues for customers along with driving resolution with internal host and engineering teams.

TLD Top Level Domains

TM Team Manager

Tools/User Names Document A spreadsheet that illustrates all the current support tools that are used by our support engineers.

TPTS Telephone Pre-Sales Technical Support

Transport LayerThe transport layer of the OSI model offers end-to-end communication between end devices on anetwork.

Transport LayerIn the TCP/IP model, the transport layer is sometimes called the host-to-host layer. If the transportprotocol is TCP, the matching functionality is found in the OSI transport and session layers.

Transporter 1/2 Server with migration tools and PowerShell scripts used for migration

TriageThe process that is used to review newly reported or reopened bugs and assign a priority and iterationfor working on them

TS Technical Support

TSA(Microsoft Technical SalesAssistance)

A Microsoft service that provides unlimited competitive and technical support prior to the purchase ofnew products to Microsoft Certified Partners.

TSL(Technical Support Lead)

This individual writes and submits content for the MOSTS center as well as submits solutiondocuments to VKB (Visual Knowledge Base). They recommend training methods for the delivery ofany BPOS-S service.


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TTFA Time to First Audio

TTI 1. Tools, Telecom and Infrastructure 2. Time to Intervene, a data element

TTR Time to Resolution

Turned off Customer cannot get to their services, but the data has not been deleted.

UA 1. User Acceptance 2. User Assistance

UAT User Acceptance Testing

UDP User Datagram Protocol

UDP(User Datagram Protocol)

UDP provides a connectionless datagram service that offers unreliable, best-effort delivery of datatransmitted in messages.

UI User Interface

UMM Type of targeted support offering

Unethical BehaviorBehavior that is not against the law but is disapproved of, and may violate our code of conduct or acustomers corporate policy.

UPNNames referred to by e-mail and other messaging and Internet based applications, usually the userslogon name + domain name.

Upper LayerIn the OSI model, the layers that contain the application, session, and presentation layers are considerupper layers.

URL The address of a Web page or file that is available on the Internet.

Usage DataCustomer specific subscription usage information, for example amount of users and amount of storageconsumed

USB Universal Serial Bus

UseMeans to copy, install, use, access, display, run and/or otherwise interact with the Online Service orClient Software.

UserA person who uses a computer or Internet service. A user may have a user account that identifies theuser by a username (also user name), screen name (also screen name), or "handle."

User AccountA user account allows one to authenticate to system services; however, authentication does notautomatically imply authorization.

User TaxonomyThe Microsoft Online customer base is comprised of businesses: EHSIT Pro; LMAttendees,Presenters, Organizers, Administrators, IT Pros, Developers; BPOS-SIT Pro; BPOS-DIT Pro.

UTP (Unshielded TwistedPair)

The most common cable used incomputer networking and is utilized byEthernet,the most commondata networking standard. This type of cable is used in data networks for short and medium lengthconnections because of its lower costs compared tooptical fiber andcoaxial cable.
http://en.wikipedia.org/wiki/Computer_networkinghttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Optical_fiberhttp://en.wikipedia.org/wiki/Coaxial_cablehttp://en.wikipedia.org/wiki/Coaxial_cablehttp://en.wikipedia.org/wiki/Optical_fiberhttp://en.wikipedia.org/wiki/Ethernethttp://en.wikipedia.org/wiki/Computer_networking


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UX(User Experience)

A Web design team.

VAM Vendor Account Manager

Virtual CircuitsInformation is converted into data packets and sent through a data network. Each data packetincludes a number in the header that is used by switches in the cloud to switch the frame, delivering itto its final destination. These paths through the cloud are called virtual circuits.

Virtual HostingWhen a third party offers Web hosting as a service for a company's Web site, thereby eliminating theirneed to purchase and maintain the Web server and connections to the Internet.

VIS(Vendor InfrastructureServices)

An internal MGO team, infrastructure connectivity and vendor readiness/vendor relationship andMicrosoft IT relationships.

Visual KB Microsoft Internal Visual Knowledge Base

VKBVisual KB is a searchable knowledge of over 600,000 KB articles such as those onhttp://support.microsoft.com.

VL Volume Licensing

VLAN (Virtual Local AreaNetwork)

This type of network makes it possible to group computers that are not necessarily connected to thesame network and make them act as if they were.

VLSC Volume License Service Contract

VMC Volt Management Corporation

VMT Vendor Management Tool

VOC(Voice of the Customer)

A term used for gathering customer feed back.

VoIP Voice over Internet Protocol

VPN Virtual Private Network

VPN Remote AccessA VPN can provide secure remote access through the Internet, rather than through direct dial-upconnections.

VSA(Voice Support Application)

An MBS tool used for incident tracking and consulting.

VSAT Very Satisfied Customers

WAN(Wide area network)

A link between multiple LANs usually (but not always) over a great distance. A WAN connects LANs toeach other and offers the means to provide services and resources in multiple locations.

WAP Wireless Access Point
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WAP(Wireless Access Point)

Used for wireless clients to connect to the network.

Warm TransferWhen transferring a caller, the originating person (agent 1) stays on the line until the person of origin

(agent 2) picks up the telephone and the caller and the agent 2 are connected.

Wave 14 The 2010 versions of Microsoft SharePoint, Exchange, Communicator, and Live Meeting.

Web 2.0 Refers to Service experience and the result

Web Support Support provided via the web submitted service request

Webmail E-mail service that can be primarily accessed from a Web browser.

WFP1. Windows Feedback Program that is used in reference to calculating and tracking resource needswith Premier in the PFE team. 2. Windows File Protection 3. Windows Filtering Platform

White Glove List Group of customers identified as strategic customers to Microsoft.

Wi-Fi Wi-Fi or 802.11 is a radio frequency-based wireless LAN standard. The challenge with Wi-Fi is that thespeed comes with a sacrifice of distance. The higher the underlying radio frequency, the shorter thesupported distance.

WINS(Windows Internet NamingService)

The mechanism used by Windows networks to translate NetBIOS (Network Basic Input/OutputSystem) names, such as computer names and server names, into corresponding IP addresses.

WIP Work In Process

Wireless Networks Wireless networks use airwaves to transmit signals in the form of radio frequencies. Wireless networksare generally organized around a controller called an Access Point that acts as the traffic cop for t hewireless network segment. It is at the access points that the wireless networks interface with the wirednetwork.

WLGS Windows Live Global Support

WLID(Windows Live ID)

To use Windows Live sites and services, you need to sign in with a Windows Live ID This can be thee-mail address and password that is used to sign in to Windows Live programs and services such asWindows Live Hotmail and Windows Live Messenger. Microsoft services such as Xbox, MSN, andOffice Live will also use a WLID.

WorkshopPLUS Courses offered by Microsoft Services. Used in reference to the PFE team training model.

WPC Microsoft Worldwide Partner Conference

WPF(Windows PresentationFoundation)

A Microsoft Windows Vista-managed technology that enhances visual effects and display ofapplication user interface and multimedia contents. It has two primary parts, the engine and theprogramming framework.

WPG Worldwide Partner Group

WRAP Workflow Routing and Approval Process


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Write Ability to change settings in an environment

WWOps World Wide Operations

X.25 An ITU-T standard protocol suite for packet switched wide area network (WAN) communication. X.25is today to a large extent replaced by less complex protocols, especially the Internet protocol (IP).

XLXL Capital. One of the original MMS (BPO-D) customers for whom Microsoft manages their corporatehelp desk.

bpos s glossary

Documents