BPOS-S Tier 1 Support Engineer New Hire Training Program 1
BPOS-S Tier 1 Support Engineer New Hire
Training Program Glossary
BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 2 BPOS-S Tier 1 Support Engineer New Hire Training Program
BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 3
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. Absence Not being available during a given time, possibly due to a sick day, an impromptu meeting, an emergency, 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 a computer after the software is installed on it or while the application is being used. Affiliate Means any legal entity that owns, is owned by, or is under common ownership with Customer or Microsoft. "Ownership" means, for purposes of this definition, more than 50% ownership. Agent Portal SharePoint site for agents (same as AIC) Agent/Engineer A Microsoft vendor or full time employee who is tasked with providing customer or technical support to external customers. AHT Average Handle Time AIC (Agent Information Center) The original Agent Information Center based on SharePoint. In BPOS-S this site was rebranded to Microsoft Online Services Resource Center as a SharePoint site for PII, management reports, bug handling and special program repository prior to integration into VKB. Alias 1. A unique identifier for a person on Microsoft's network- ties to the person's email address. 2. A substitute name for an object, such as a device, file, or a variable. Alt-Account Elevated account in Redmond domain with Admin rights. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 4 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description Analog Carrier Signal An analog carrier signal is information that is continuously changing by a measurable physical quantity. ANSI American National Standards Institute APGC Asia Pacific Greater China API (Application Programming Interface) Provides programmers with a formal set of routines that can be called upon to exploit underlying network services. Application Layer The application layer of the OSI model provides an interface for the end user operating a device connected to a network. aQuantive Company acquired by Microsoft to enhance relationships with advertisers, agencies, and media owners/publishers by strengthening its world-class advertising platforms and services. It also gives Microsoft increased abilities in building 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 Notification An e-mail generated by the Clarify CRM system to notify responsible parties about a new case dispatched 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 BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 5
Term/Acronym Description 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 who you say you are. BIOS 1. Business Incubation and Online Services 2. Basic Input/Output System Biz Desk EMT (Escalation Management Team). The department that handles approving exceptions to the standards. Blackhole When an e-mail is blocked from reaching an inbox and the sender does not receive a bounce response. Blog A frequently updated online journal or column. Blogs are often used to publish personal or company information in an informal way. Short for Web log. BOL Bearing Only Launch BOSD Business Online Service Delivery BOSG Business Online Services Group Infrastructure Bounce When e-mail messages fail to reach their intended destination, they are said to bounce. If it is caused by an invalid e-mail address, it is considered a hard bounce, but if it is caused by a temporary condition, such as a full inbox, it is considered a soft bounce. BPO Business Productivity Online BPOS Business Productivity Online Suite BPOS-D Business Productivity Online Suite Dedicated. Offering designed to satisfy our most demanding enterprise customers by offering hardware and software dedicated to them, as a service. BPOS-F Business Productivity Online Suite Federal. This version of BPOS is for U.S. federal government agencies, related government contractors, and others that require the highest levels of security features and protocols. BPOS-S Business Productivity Online Suite Standard. Multi-tenant offering for a small to medium size business. BPOSUPP Business Productivity Online Support Alias BRD Business Requirements Document Broadband Router A broadband router is a common term describing the router used for residential networks to connect the home LAN with the DSL (Digital Subscriber Line) modem supplied by the telephone company, or cable modem supplied by the cable company. BSS Business Solutions Services BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 6 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description Bug Any problem (valid or not) reported against a product and entered into our Product Studio database. Bugger A personal bug portal that tracks Product Studio bugs assigned to and opened by a user, and notifies the 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 are inexpensive 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 Account Segment) Sales accounts with an average IT spend between $2 and $45 million and between 1000-5000 PC's or 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 Number A numbering convention used by the Clarify CRM (Customer Relationship Management) system to uniquely identify each individual service request. CAT5 A Category 5 cable. Its a twisted pair, high signal integrity cable type. CCCM (Contact Center Category Management) 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 development and deployment of customer care solutions. CCF 2008 aggregates the information agents need, automates the tasks and process. CCS (Communication and Collaboration Service) CCS Tech Support - (now named, Business Productivity Online Standard) (In beta, Exchange, SharePoint, Communicator for SMB) BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 7
Term/Acronym Description CDN Content Distribution Network CEE Central and Eastern Europe CFI Control Flow Integrity CHAP Challenge Handshake Authentication Protocol Ciphertext The process of changing plaintext using an algorithm (called cipher) to make it indecipherable to anyone except those having a key. Clarify CSS Support incident tool used by CTS (Commercial Technical Support). Client An application or system that accesses a remote service on another computer system, known as a server, by way of a network. Client certificates Client 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 Management System) CSS (Customer Service and Support) tool that creates, tracks, reports, and forecasts change requests. 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 Technical Support Commercial customer support is split into two groups: Premier Field Engineering (PFE) and Commercial Technical Support (CTS, which is broken down into product clusters). Communicator A Microsoft Office-integrated client for Microsoft Office Live Communications Server. Compass Email Manager A 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. Consult Requesting information from a SME (Subject Matter Expert) while retaining ownership of the customer communications. Consulting Engineer Any support engineer consulting on a support service request. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 8 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description Consumer Type of targeted support offering. Contract Desk A Microsoft Office-integrated client for Microsoft Office Live Communications Server. COPC (Customer Operations Performance Center) Compliance certification and monitoring for vendors vendor supplied agent metrics. CPC Customer and Partner Care CPE Customer and Partner Experience CRAS Third-party tool for change requests/customer issue tracking used in Customer Experience team. A short-term tool. Crit Sit Critical Situation CRM (Customer Relationship Management) 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 Multiple Access / 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 Customer Individuals, companies, or other entities that purchase goods and services produced by other individuals, companies, or entities. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 9
Term/Acronym Description CVM Card Validation Method DAP 1. Delegated Administration Partner 2. Directory Access Protocol DARPA (Defense Advanced Research Project Agency) Originally named ARPA (Advanced Research Projects Agency), but renamed DARPA (for Defense) during March 1972, DARPA is responsible for the development of new technology for use by the military. Data Link Layer The data link layer is where data is actually sitting at the network card ready for transmission. Data Protection What Europeans call Privacy. Datagram Datagram is a term is commonly used to describe the unit of movement within connectionless protocols. Datagram The unit of movement within connectionless protocols. DCR Design Change Request De-activating The act of de-activating a BES (BlackBerry Enterprise Server) license for a specific user. Decommission Discontinue the service subscription by closing the account. Decryption The process of decoding ciphertext to produce the plaintext. De-escalate Change ownership of a service request back to previous group or support engineer tier. Deliverability Techniques, best practices and authentication, of mass e-mail communication that will improve the possibility that opt-in e-mail messages are successfully delivered to the intended recipients and not blocked by ISPs and spam filters. De-provision (Depov) The customer account has been deactivated and the customers data will be deleted after 15 days. Deskless Worker Google offering that Microsoft wants to compete with. At Microsoft it means inquiry only, no update capabilities. DEV The Microsoft team responsible for developing and sustaining all code. Developer Support Commercial Technical Support Cluster that supports SQL Server, IIS (Internet Information Services), Developer Tools and Windows Mobile. DF Dogfood DHCP (Dynamic Host Configuration Protocol) A DHCP server located on the network, preconfigured with a pool of information, responds to a requesting computer in need of an IP address, with an offer of an IP address and other important information. Dial-up remote access
A remote access client uses the public telephone network to create a physical connection to a port on a remote access server to gain access to a network. This is typically done by using a modem or ISDN adapter to dial into the remote access server. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 10 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description DIB Directory Information Base Digital certificate Is a digital credential that provides information about the identity of an entity as well as other supporting 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 guarantees the validity of the information in the certificate. In addition, a digital certificate is valid for only a specific period of time. DIPP Direct IP Peering DirSync Directory Sync DISTIES Distributors DIT Directory Information Tree DL Distribution List DMS 1. 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 to query. A DNS server does not need to have all of the domain-to-IP relationships, but in order for it to respond to all requests it must be able to query other DNS servers until it finds the IP address of the requested domain. DNS (Domain Name Service) It is a system that resolves (not converts) domain and host names to IP addresses. Dogfood Use of Microsoft employees as beta testers. It is software used internally before release to production or 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 the Support Engineer has IT Gen permissions to this Administration Center. This is different from the external customers MOAC. In the external customers MOAC, Technical Support is not considered an IT Gen. DoS (Denial of service) DoS attacks prevent users from being able to use or access computer resources. This is often done by overwhelming a network resource with more communication requests or information than it can process. 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 BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 11
Term/Acronym Description DSE Designated/Dedicated Software Engineer DSL Digital Subscriber Lines DSP Directory System Protocol DSS Desk Side Support DTMF Dual Tone Multi Frequency Due Diligence Steps required to be considered competent in your role, or the steps someone should complete to do their job properly. DW/BI Data Warehouse / Business Intelligence Dynamic IP Addresses Dynamic IP addresses are assigned on an as-needed basis, usually from a pool of available addresses, and usually at the time an interface is initialized. When the device goes off the network, the address could be assigned to another device that needs it. Dynamics Support Regional GTSC (Global Technical Support Center) that supports CRM and small or mid-market business, AX, NAV, GP, and SL. E mail Allows 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. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 12 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description 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 Escalate The change in ownership of a SR (Service Request) to a higher/more specialized or knowledgeable group/tier the agent changes the queue to release the SR to an internal group sharing RightNow and saves, but does not close, SR. ESP A 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 each member of an address list. Ethernet Ethernet is a LAN communication standard that determines the network components used at layer 1 and 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 Labs Microsoft Exchange Labs is provided through a partnership with the Microsoft Exchange product team and the Microsoft Live@edu team. Microsoft has combined the best-in-class features of Microsoft Exchange Server with the ease and convenience of online hosted e-mail. FAST Located 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 Data Interface) A ring-based token network that provides a 100 Mbit/s optical standard for data transmission in a LAN that has a range up to 124 miles. FOPE Forefront Online Protection for Exchange Forefront Support The service group that supports Forefront (filtering). Forum A medium provided by an online service for users to carry on written discussions of a particular topic by posting messages and replying to them. On the Internet, the most widespread forums are the newsgroups 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 BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 13
Term/Acronym Description 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 unlimited geographical area. A GAN is a wireless communications system in which mobile phone sets function seamlessly between LANs and WANs. Gateway The term is rather ambiguous in networking and telecommunications. It is used to refer to many different kinds of devices that interface one system of communications to another. Most commonly, on IP 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 (mission@microsoft.com) 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, or when the customer and Agent/Support Engineer lose their connection after verbal contact has been made but the call wasnt long enough to obtain sufficient customer information to call the customer back. 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 Support Centers) 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 Vendor Rationalization) Centralized Project Leadership, RFI (Request for Information), RFP (Request for Proposal) administration and scoring, new vendor enquires, assessment, and audit.
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Term/Acronym Description Hacker A person with a strong technical background who uses his or her skills and knowledge in an attempt to learn more about how computer systems and networks work by gaining unauthorized access to computers 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 multiple computers and their peripheral devices to telephones, entertainment and security systems, smart appliances, fax machines and other digital devices that are wired into the network. HEX Hexadecimal (also base 16, or hex) is a positional numeral system with a radix, or base, of 16. It uses sixteen 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-mail A service provided by a hosting company allowing customers to create numerous mailboxes using their 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 not secure, which is why a secure version, HTTPS (Hypertext Transfer Protocol Secure) was created. HTTPS (Hypertext Transfer Protocol Secure) 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. Hubs A multi-port repeater. Whatever signal is received at one interface of the hub is repeated out all the other 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 IETF The IETF (Internet Engineering Task Force) publishes documents outlining how Internet protocols should operate. Companies can then build their products to meet these specifications. Some standardized protocols are derived from proprietary protocols. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 15
Term/Acronym Description IGMP Internet Group Management Protocol IIMF Intelligent Instant Message Feature Illegal Behavior Behavior that violates applicable law. IM Instant Message IMAP4 (Internet Message Access Protocol version 4) An internet protocol that allows an e-mail client to retrieve their e-mail from a remote mail server by initially downloading the headers and leaving the email on the server. This feature enables users to choose 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 Incubation Period in which a new service is being introduced. Support and support account management for products 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 use of gateways that provide a common method of routing information between the networks. The resulting 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 four numbers ranging from 0 to 255, each set of numbers is separated by a period. An example of an IP address 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 Project Manager) Person who is responsible for provisioning the customer in the network and on-boarding new FOPE/EHA customers. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 16 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description IPTV Internet Protocol Television IPU Incidents per Unit IPX/SPX (Internetwork Packet Exchange/Sequenced Packet Exchange Protocols that were developed by Novell for its onetime prominent server OS. Both of these protocols are now virtually extinct and have been replaced by the TCP/IP. ISDN (Integrated Services Digital 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 Technology Generalist) The IT Administrator assigned to the customer's account. For requesting IT support (previously for large EA/VL accounts)-the IT Gen is the single person of contact that can submit the Service Request into Microsoft. ITIL (Information Technology Infrastructure Library) Used in reference to a training model in the Customer Experience team and certification in the Desktop 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 Consistency Checker) A distributed application that runs on every domain controller and is responsible for creating the connections 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 BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 17
Term/Acronym Description Labor Time spent on resolving technical issues for a customer Labor Tracking The act of capturing and categorizing time spent on a SR by all support personnel with a utilization goal. LAN Bridge It connects two or more LANs. The LAN bridge receives data packets from a LAN segment connected to 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, usually local 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 community affairs. 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. Legal Processes, services, or inquiries involving requirements specifically made, enforceable, or prohibited (as illegal) by a government through law, court, contract, or regulation. List Owner An individual who is responsible for defining the policy and approving subscriptions to an e-mail mailing list. Live Transfer Transferring a customer from one support organization to another with the originating support organization, staying on the line to introduce the customer and ensure they are successfully transferred 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 Layer In the OSI (Open Systems Interconnection) model, the layers that contain the transport, network, data link, and physical layers are referred to as the lower layers. M1, M2, M3 code Milestones in coding or product/service development. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 18 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description MAC (Media Access Control) Address A MAC address is how each NIC is uniquely identified. MACS Messaging and Collaboration Support Mainframe A centralized computer system that is usually accessed by multiple users using terminals or PCs running 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 to infiltrate 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 MCC Siebel tool used by Shared Services Client Support Messaging/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 finance captures transaction. Metratech The vendor for Metratech and Metracare. MGO (Microsoft Global Outsourcing) The central support service sitting within the Microsoft CSS (Customer Service and Support) organization.
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Term/Acronym Description MGX (Microsoft Global Experience) A high level internal conference. Microsoft Online Services Resource Center A SharePoint site for agents. Minor Inconvenience A customer has encountered a technical issue that requires assistance as soon as possible. MMC Microsoft Management Console MMS 1. Microsoft Managed Solutions - now renamed BPOS 2. Microsoft Managed Services MOAC Microsoft Online Services Administration Center MOCMC Microsoft Online Commerce Management Console - combined MOST and MOOP. MOCMC Microsoft Online Services Management Console MOCP Microsoft Online Customer Portal Modem A modem (modulator-demodulator) is a device that modulates an analog carrier signal to encode digital information, and also demodulates such a carrier signal to decode the transmitted information. MOLM Microsoft Online Live Meeting MOLMIC Microsoft Online Live Meeting Information Center MOM Microsoft Operations Manager MOOP Microsoft Online Operations Portal combined with MOST to become MOCMC. MOP Microsoft Online Portal: Wave 14 version of MOAC and MOCP MOS Microsoft Online Services MOSBAC Microsoft Online Services BlackBerry Administration Center MOSBAC (Microsoft Online Services Blackberry Administration Center) Customer facing portal that can also be accessed and used by support to administer BlackBerry Enterprise Services. MOSDAL Microsoft Online Services Diagnostics and Logging Toolkit MOSI Microsoft Online Syndication Interface MOSP Microsoft Online Subscription Program MOSPA Microsoft Online Services Partner Agreement MOSPAC Microsoft Online Syndication Partner Administration Center BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 20 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description MOSPAC Microsoft Online Services Partner Administration Center MOST Microsoft Online Support Tool combined with MOOP to become MOCMC. MOSTS Microsoft Online Services Technical Support Move Moving a customer from one BES server to another MP Migration Partner MPPE Microsoft Point-to-Point Encryption MPLS Multiprotocol Label Switching MPN Microsoft Partner Network MPO Microsoft Premier Online located at https://premier.microsoft.com/. MPSReports A program or collection of programs used to obtain information about a system. MS Microsoft MS-CHAP Microsoft Challenge Handshake Authentication Protocol MS OnlineIT Procured Includes the services Microsoft Exchange Online, Microsoft Office SharePoint Online, and Microsoft Office Communications Online. MS Solve An internal suite of tools for customer relationship management. Next-generation Incident Management Systemit will replace Clarify. It is based on Microsoft Dynamics CRM. It was rolled out in March 2008. MSA Microsoft Service Advisory MSCS Microsoft Subscription and Commerce Service MSDN Microsoft Developer's Network MSI Microsoft Installer MSIT Microsoft Information Technology MSODS Microsoft Online Directory Sync MSOL Admin Credentials Microsoft Online Administration account and credentials MSPP (Microsoft Partner Portal) A Web site with information about being a Microsoft partner (https://partner.microsoft.com/). MSRM Microsoft Response Management MSTSC Microsoft Terminal Service Client BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 21
Term/Acronym Description MSVP Microsoft Vendor Program: https://vendor.microsoft.com/ MTA (Message Transfer Agent) Delivers the mail to, or forwards the mail towards, its intended destination. MTN MetraNet MUA (Mail User Agent) A program is accessed by a user to compose a mail message. Multi-Tenant Multiple customers residing in the same system or organization. MVLS Microsoft Volume License Services MVP Most Valuable Professional MX Mail Exchange NACS North American Customer Service NAS Network Access Server NAT (Network Address Translation) Used to hide a companys internal IP addressing NetBIOS Network Basic Input/Output System NetMon (Network Monitor) A Microsoft packet capture and analysis tool used to view network traffic. Used to diagnose issues with server connectivity. Network Interface Layer In the TCP/IP model, the network interface layer is functionally equal to a combination of OSI physical and data link layers. Network Layer The network layer of the OSI model provides an end-to-end addressing system so that a packet of data can be routed across several layer 2 networks (Ethernet, Token Ring, etc.). Newsgroups Most Valuable Professionals (MVP) contribute to http://mvp.support.microsoft.com, or http://www.microsoft.com/communities/newsgroups/. NGIM (Next Generation Incident Management) The early code name to the MS Solve product. NIC (Network Interface Card) Used to connect a device to a LAN. It supports various speeds (10 Mbps, 100 Mbps, and 1,000 Mbps) and cabling systems (coaxial, twisted pair, fiber optic, and wireless). NOC (Network Operations Center) Pertaining to a site that lists daily known issues and Engineer alerts for given services. Node Connection point on a network. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 22 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description 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 not responsible 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 difference between the percentage of very satisfied customers (VSAT) and the percentage of dissatisfied or very dissatisfied 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 by the 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 Communications Services) 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 Management System) 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 Service Means any online service available under this Agreement, as offered on the Microsoft Online Services Customer Portal. Online Services Use Rights Means the use rights for each Online Service published at http://www.microsoft.com/onlineuserights or at a successor site that Microsoft identifies. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 23
Term/Acronym Description 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 Order Any order that an Online Services Customer submits to Microsoft via the Microsoft Online Services Customer 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 Systems Interconnection) Model Provides the networking industry with a generic means to describe the hardware and software functions of computer networks. OSPP Online Services Provider Partner OSRP Online Services Reseller/Recruiter Partner (Aggregator) OU Organizational Unit Outlook A family of Microsoft messaging and collaboration client software for personal computers accessing Microsoft 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 and personal digital assistants, in close proximity to an individuals body. PAP Password Authentication Protocol Partner DAPs, SSPs, Resellers, VARs, LARs may also be referred to as Microsoft Partners. An organization that has joined the Microsoft Partner Network (MSP). Partner Portal Renamed to MOSPAC Password The secret alphanumeric digits that a user must supply along with their Login to gain access to the service. Password Resetter The support engineer carrying out the password reset procedure. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 24 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description 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 Support Provides a suite of services for MS Premier customers that require a single point of contact support for custom 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 Premier customers around the world to promote health in their IT environments through onsite, remote, and dedicated 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 System Electronic equipment containing a receiver and transmitter that is connected to a telecommunications system, 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 Identifiable Information) Information that can be used to identify an individual (i.e. name, e-mail, address, but also IP Address). PIR Post Incident Review Placeware A company found in 1986 and acquired by Microsoft in 2003. The main application from Placeware later 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 BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 25
Term/Acronym Description 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 as between two geographically separated buildings. POP A protocol that is used to retrieve e-mail from a mail server. Once the user downloads the e-mail to his or her mailbox, the message is deleted from the server. POP3 (Post Office Protocol Version 3) Used to request e-mail from a server. When someone sends you an e-mail, it isnt sent directly to your computer; it is sent to the e-mail server of your ISP (internet service provider) or Web site and stored there for retrieval. POP3 informs the server that you are ready to receive your e-mail. With POP3, the user 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-Point Tunneling Protocol) Developed by Microsoft, PPTP is an open standard for VPN implementations. Premier A Microsoft Business Unit that assists customers in developing, deploying, and managing business systems built around Microsoft solutions for the server and desktop. Premier CritSit Process When a Premier customer elects to involve their Premier TAM and a CritSit manager to assist in the resolution of a high severity case. Presentation Layer The presentation layer of the OSI model is responsible for how an application formats the data to be sent out onto the network. Primary Support Tools of BPOS-S MOSPAC and RightNow Primus Knowledge base tool used by the Customer Experience and Desktop Managed Services teams. Privacy Statement Publicly facing document describing Microsofts policy toward privacy of PII (Personally Identifiable Information) collected by the Service, as required by law. Private Note Viewable by all support engineers, but hidden from customers , it is used to note or document internal support policies/procedures, escalation requests, etc. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 26 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description Privilege Elevation Lifting 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 the Microsoft 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 certificate A public key certificate, usually just called a certificate, is a digitally signed statement thats commonly used for authentication and to secure information on open networks. Public-key Algorithms Encryption algorithms that use different keys for encrypting and decrypting information. They are also known 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 Queue A CRM folder associated with a particular set of support engineers (Tier I, II, III) and Onboarding Managers, or technology. Queue Monitoring A Tier 2 Support Engineer that monitors and assigns out all web submitted SRs for Tier 1 Support Engineers. Radius It was initially developed for dial-up connections, but has developed into a commonly used standard. RAID (Redundant Array of Independent Disks) A technology that uses multiple and inexpensive disk drives that provides increased storage reliability through redundancy. The array of drives distributes data across multiple disks, but the array is seen by the computer user and operating system as one single disk. RAP Risk Assessment Program BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 27
Term/Acronym Description RAS Remote Access Server/Service RCA Root Cause Analysis RDP Remote Desktop Protocol Read Ability to view settings in an environment Recovery A successful resolution of a customers issue, which if unaddressed, may negatively impact survey results or place Microsoft Online Services in an unfavorable light. RPO (Recovery Point Objective) Measures the time between the latest backup and the system disaster, representing the nearest historical point in time to which a system can recover. RTO (Recovery Time Objective) 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 Internal Transfers the service request to other Agents using RightNow. Changes the queue, saves, but does not 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 an access 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 (or Comment)) A formal process used in CSS to get help from the Product Group on difficult support incidents where CSS 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 where the PG becomes the "owner" of the issue. RFx Request for x - Generic term to mean the suite of RFC/RFH/RFO processes Rich Media This describes the variety of interactive digital media. A common characteristic of this is dynamic motion. RID Relative Identifier RightNow Response Templates CRM templates BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 28 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description 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 SA 1. Software Assurance. Microsoft volume licensing option that enables customers to acquire the right to 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 Harbor An arrangement whereby U.S. companies follow European privacy laws and in return can handle the personal information of European customers. SAM Security Accounts Manager SAS-70 Statement on Auditing Standards No. 70: Service Organizations SASL Simple Authentication and Security Layer
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Term/Acronym Description Save A successful attempt in taking a customer request for a subscription cancellation and convincing them to stay on the service. SB Type of targeted support offering SCL Spam Confidence Level SCS (Subscription Commerce Services) 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 is with the network, not a user at the keyboard. Server certificates Server certificates are digital identifications containing information about a Web server and the organization that is sponsoring the server's Web content. All of the BPOS-S servers use certificates as part of the authentication process. Session Layer The session layer of the OSI model provides services such as logging on and logging out of an application via a network. SETA Service Engagement Tracking Application. MBS tool used for incident tracking and consulting. SEV Severity SEV 1 Catastrophic Service, system, network, server, or critical application down catastrophically impacting production and/or profitability. SEV A Critical High-impact problem in which service, production, operations, or development deadlines are severely impacted; or where there will be a severe impact on production and/or profitability. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 30 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description SEV B Urgent Significant problem where use of the service is proceeding, but in an impaired fashion. SEV C Important Important issue, but does not have significant current service and/or productivity impact for the customer. SEV D Advisory Used for DCRs, Feature Requests, research activities, etc. Severity Level Level of impact upon the customer-1-A-B-C-D (See Sev levels in this glossary). SharePoint Microsoft Web-based team collaboration environments that provide the ability to create and access virtual workspaces for managing documents, discussions, lists, surveys and other important contextual information such as team member status and presence. SI 1. Service Incident 2. Solution Idea SID (Security ID) Created for security enabled objects (Security Principals) for authentication and authorization services. Single Tenant One customer resides in the same system or organization SKU Stock Keeping Unit - Product code SL 1. Means any subscription license required to use an Online Service, as described in the Online Services Use Rights (for example, User SL's, Device SLs, Services SLs and Add-on SLs, as those terms are defined in the Online Services Use Rights) 2. Severity Level SLA Service Level Agreement SLM (Service Level Management) A Tier 1 support item in the Customer Experience team. SMB (Server Message Block) A network file sharing protocol. SME Subject Matter Expert SMS Agent Systems Management Server Agent SMSG/R Sales, Marketing, and Services Group SMTP (Simple Mail Transfer Protocol) A protocol that is used to transfer e-mail over the Internet. SMTP sends the user names, passwords, and e-mail content unencrypted, so it is possible to intercept those messages. There are secure versions of e-mail; however, they are not as widely used as SMTP. SMW (Service Metrics Warehouse) Used for customer reporting in Customer Experience team. Snail Mail Refers to the relative speed of mail delivered through the United States Postal Service SNMP (Simple Network Management Protocol) Using SNMP, an administrator can configure SNMP traps that notify a management system if a specific set of circumstances occur. A network administrator can receive status updates from network equipment to preemptively discover potential performance or security problems. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 31
Term/Acronym Description SO Solution Object SOA Service Oriented Architecture SOAP Simple Object Access Protocol Solved The status used when an Engineer delivers a solution to the customer and he/she agrees that it works SP Support Professional SPA Type of customer requirement for the Shared Services Client Support Messaging/Collaboration team. SPLA Microsoft Services Provider License Agreement SR (Service Request) A support interaction with the customer. Sr EE Senior Escalation Engineer SRP ID Service Routing Protocol Identification SSID (Service Set Identifier) SSID is a name that identifies a unique 802.11 wireless LAN. SSIS SQL Server Integration Services SSL (Secure Socket Layer) A protocol to secure both authentication and encryption transmission between client and server. SSMS SQL Server Management Studio SSO (Single Sign-On) Installed on each end users computer to provide a single sign-in point for Microsoft Online Services. The Sign In application makes it possible to sign in one time and then access the BPOS services any number of times during the sign-in session. SSP Strategic Service Provider SSPA Software Support Professional Association Star Network A star network consists of each node connected to a port on a central device that repeats the traffic to other ports. Stateful Inspection Firewall A sophisticated type of firewall. Stateful inspection firewalls have the following characteristics: They track the state of the connections and build additional filtering rules dynamically to account for return packets and data sessions. They are often referred to as dynamic packet filtering. Static IP Address An IP address that will remain unchanged if the device is turned off or otherwise reinitialized. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 32 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description STP Shielded Twisted Pair Strategic account Segment of business account Subnet A subnet is a logical subdivision of an IP network where all devices contained in that subdivision reside on the same physical network Subscription Means the part of the Order identifying the specific Online Service being ordered, the quantity, and ship-to address. Subscription Term Means the duration of the Subscription for each Online Service. Support BPOS-S Technical Support Project Team Members (Non Tier 1,2,3 Engineers, Onboarding Managers) Support Engineer Someone who provides technical support to/for a Microsoft Online Hosted User. Support Escalation To place a currently owned SR into a higher level Support Queue (that is, Queue). Support Resources Support engineer resources that you may need on certain calls, but do not have to have open for every call SWOT Strengths, Weaknesses, Opportunities, and Threats Symmetric-key Algorithms Encryption algorithms that use the same key for encrypting and for decrypting information. T2 Tier 2 TAM Technical Account Manager TAP (Technology Adaption Program) High touch beta customers, contracted and very involved. TAS Technical Advisory Services Taxonomy Categorization of people and events and identification of relationships and subgroups TBD To Be Determined TCO Total Cost of Ownership TCP/IP (Transmission Control Protocol / Internet Protocol) Officially known as Internet Protocol Suite, is the set of communications protocols used for the Internet. The protocol contains a formal description of message formats and the rules for exchanging messages. Technical Jargon Terms, phrases, or acronyms used by people working in a technical group or environment to communicate. Technical jargon is used to quickly express ideas or thoughts, but may cause confusion when used with anyone who is unfamiliar with their use or meaning BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 33
Term/Acronym Description TellMe TellMe 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, including nationwide 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 the command line interface of a remote server. Template Files that contain the structure and tools for shaping such elements as the style and page layout of finished files. Third Party Vendor A company that manufactures and sells accessories or peripherals for use with a major manufacturer'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 Engineer This engineer is the first person to interface with the customer. He or she is responsible for providing technical support for the following services that are delivered either online or in co-existence. Tier 2 Support Engineer This engineer provides the second level of support for a Tier 1 Support Engineer and receives unresolved SRs from the Tier 1 Support Engineer. Tier 3 Support Engineer This engineer, also known as an Escalation Engineer (EE), is responsible for resolving complex and critical 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 Layer The transport layer of the OSI model offers end-to-end communication between end devices on a network. Transport Layer In the TCP/IP model, the transport layer is sometimes called the host-to-host layer. If the transport protocol 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 Triage The process that is used to review newly reported or reopened bugs and assign a priority and iteration for working on them TS Technical Support TSA (Microsoft Technical Sales Assistance) A Microsoft service that provides unlimited competitive and technical support prior to the purchase of new products to Microsoft Certified Partners. TSL (Technical Support Lead) This individual writes and submits content for the MOSTS center as well as submits solution documents to VKB (Visual Knowledge Base). They recommend training methods for the delivery of any BPOS-S service. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 34 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description 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 data transmitted in messages. UI User Interface UMM Type of targeted support offering Unethical Behavior Behavior that is not against the law but is disapproved of, and may violate our code of conduct or a customers corporate policy. UPN Names referred to by e-mail and other messaging and Internet based applications, usually the users logon name + domain name. Upper Layer In the OSI model, the layers that contain the application, session, and presentation layers are consider upper layers. URL The address of a Web page or file that is available on the Internet. Usage Data Customer specific subscription usage information, for example amount of users and amount of storage consumed USB Universal Serial Bus Use Means to copy, install, use, access, display, run and/or otherwise interact with the Online Service or Client Software. User A person who uses a computer or Internet service. A user may have a user account that identifies the user by a username (also user name), screen name (also screen name), or "handle." User Account A user account allows one to authenticate to system services; however, authentication does not automatically imply authorization. User Taxonomy The Microsoft Online customer base is comprised of businesses: EHS IT Pro; LM Attendees, Presenters, Organizers, Administrators, IT Pros, Developers; BPOS-S IT Pro; BPOS-D IT Pro. UTP (Unshielded Twisted Pair) The most common cable used in computer networking and is utilized by Ethernet, the most common data networking standard. This type of cable is used in data networks for short and medium length connections because of its lower costs compared to optical fiber and coaxial cable. BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 35
Term/Acronym Description UX (User Experience) A Web design team. VAM Vendor Account Manager Virtual Circuits Information is converted into data packets and sent through a data network. Each data packet includes a number in the header that is used by switches in the cloud to switch the frame, delivering it to its final destination. These paths through the cloud are called virtual circuits. Virtual Hosting When a third party offers Web hosting as a service for a company's Web site, thereby eliminating their need to purchase and maintain the Web server and connections to the Internet. VIS (Vendor Infrastructure Services) An internal MGO team, infrastructure connectivity and vendor readiness/vendor relationship and Microsoft IT relationships. Visual KB Microsoft Internal Visual Knowledge Base VKB Visual KB is a searchable knowledge of over 600,000 KB articles such as those on http://support.microsoft.com. VL Volume Licensing VLAN (Virtual Local Area Network) This type of network makes it possible to group computers that are not necessarily connected to the same 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 Access A VPN can provide secure remote access through the Internet, rather than through direct dial-up connections. 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 to each other and offers the means to provide services and resources in multiple locations. WAP Wireless Access Point BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary 36 BPOS-S Tier 1 Support Engineer New Hire Training Program
Term/Acronym Description WAP (Wireless Access Point) Used for wireless clients to connect to the network. Warm Transfer When 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. WFP 1. Windows Feedback Program that is used in reference to calculating and tracking resource needs with 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 the speed comes with a sacrifice of distance. The higher the underlying radio frequency, the shorter the supported distance. WINS (Windows Internet Naming Service) The mechanism used by Windows networks to translate NetBIOS (Network Basic Input/Output System) 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 networks are generally organized around a controller called an Access Point that acts as the traffic cop for the wireless network segment. It is at the access points that the wireless networks interface with the wired network. 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 the e-mail address and password that is used to sign in to Windows Live programs and services such as Windows Live Hotmail and Windows Live Messenger. Microsoft services such as Xbox, MSN, and Office 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 Presentation Foundation) A Microsoft Windows Vista-managed technology that enhances visual effects and display of application user interface and multimedia contents. It has two primary parts, the engine and the programming framework. WPG Worldwide Partner Group WRAP Workflow Routing and Approval Process BPOS-S Tier 1 Support Engineer New Hire Training Program Glossary BPOS-S Tier 1 Support Engineer New Hire Training Program 37
Term/Acronym Description 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.25 is today to a large extent replaced by less complex protocols, especially the Internet protocol (IP). XL XL Capital. One of the original MMS (BPO-D) customers for whom Microsoft manages their corporate help desk.