Definition of terms is absolutely critical to making sure that in such a complex process as selecting a new IT department team and support agreement things that everyone is on the same page. In this post we discuss some of the basic terms that are thrown around the industry. To be clear, this is how we define these things and it’s critical that you get clarity from whomever you deal with.
Often times, this can be another phrase for contention. For example, cleaning a machine of malware or infection is NOT general maintenance. Ensuring that the Anti Virus software is up to date, is general maintenance.
For us, generally anything that requires an unplanned reactive response from our team isn’t general maintenance almost by definition. General Maintenance should be clearly defined and agreed upon by both parties.