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Glossary

The following keywords and phrases are used throughout the Acora website and have the meanings described below unless stated otherwise in the relevant page.

DEFINED TERM MEANING
AcoraDesk a 1st line IT service desk for end user support, available 24/7/365
AcoraManage IT infrastructure management available 24/7/365. Includes maintenance and proactive management
AcoraSelect A flexible service which offers a mix of end user and IT infrastructure services, available 24/7/365, and can be designed to meet specific requirements
Azure Microsoft’s public cloud offering. Where data is hosted on their datacentres and provided to clients via a public network. The datacentre is managed and monitored by Microsoft, reducing the need for clients to invest in their own.
CA Technologies Infrastructure management software used to proactively monitor our client’s systems and applications.
End of life A term used to describe when software has reached the end of its support cycle. The vendor or supplier will stop selling and maintaining the software once it has reached its end of life. Software that has reached end of life will become increasingly less secure over time.
End user An ‘end user’ is a term commonly used in the technology industry. It means the employees at the end of the service, typically the employees within a company who use the technology provided or receive the service directly
ERP Stands for enterprise resource planning. It’s used to describe business software that can integrate and organise business processes with ease. Typically used to create a singular data source and automate common business processes.
Hybrid cloud Is a mixture of on-premise datacentres, public cloud services and/or private cloud services. Suitable for those who require a slightly more complex IT platform.
ITIL Stands for Information Technology Infrastructure Library and is a framework used for delivering best practice IT services.
IT infrastructure The hardware and software which makes up the clients IT eco-system.
LANDESK IT asset and service management software
MSP Stands for managed service provider, a third party who delivers specific services, typically on an ongoing basis.
NDA Stands for non-disclosure agreement. A signed agreement between supplier and client where one or both parties agree not to share private data or information about the other
Private cloud Is a model of cloud computing that offers services delivered over private IT infrastructure and datacentres. Space is typically rented within a datacentre and it is generally thought of as more secure than public cloud offerings.
Public cloud Data storage and computing services provided by a third party and delivered over the public Internet
SaaS Stands for software as a service, which is the ability to rent software from a third party. Typically, one pays a monthly fee, rather than having to invest heavily upfront
Service desk Typically a physical desk on which a service is run from, it contains teams of people who are answering phone calls and emails to support clients.
ServiceNow A leading service management platform, enabling a self-service style customer portal and providing transparent data for client – supplier management.
SharePoint A popular file sharing tool used to improve collaboration between teams and team members.
SLA Stands for service level agreement and typically contains metrics or objectives agreed between a supplier and a client.

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