Date on which the contracted Products and/or Services are made available to the Customer and on which the operational and functional services become effective.
Legal persons over which the Customer has de facto or de juris control.
The Customer shall be deemed to exercise "de jure control" over a legal person where, directly or through a legal person which it controls, it:
The Customer shall be deemed to exercise "de facto control" over a legal person if, in the last two annual general meetings of the legal person concerned, the Customer has exercised, directly or through a legal person which it controls, voting rights representing more than half of the votes attaching to the securities represented at these meetings.
A warning that a threshold has been reached, something has changed or a failure has occurred.
Application Software (or Application)
Software that provides the functions that are required by a Service. An Application may be part of more than one Service and runs on one or more systems.
Inspection and analysis to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.
Any resource or capability that could contribute to the delivery of a Service. Assets can be management, organization, process, knowledge, people, information, Applications, Infrastructure or financial capital.
Ability of a Service or Configuration Item to perform its agreed function when required. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime.
Every day except Saturdays, Sundays and Belgian public holidays unless otherwise specified in the Agreement.
Hours between 08:00 and 18:00 CET/CEST on any Business Day, except where explicitly mentioned otherwise in the applicable Contractual Service Description.
Any day of the Gregorian calendar.
The maximum throughput that a Product or Service can deliver while meeting agreed service levels. Capacity may, for example, be the size or volume of a disk drive.
Software which is installed on a device, which allows the device to access or use the Services or the functionalities.
Any information disclosed by the Parties under the Agreement that is specifically marked as being confidential and any information which the other Party should be reasonably held to be aware of the confidential nature provided by one of the Party to the other. The following is not considered Confidential Information (i) information rightfully in the receiving party's possession or known to it prior to receipt of such information from the disclosing party; (ii) information which was rightfully disclosed to the receiving party by another person; (iii) information which is part of or enters the public domain without any improper action or inaction by the receiving party; and (iv) information which is independently developed by the receiving party. The receiving party bears the burden of proving that the information falls within any of the categories described by clauses (i) through (iv) above.
Product or Asset on which configuration handling activities can be done. The Configuration Items are specified in the applicable Contractual Service Description.
Any communication link which is obtained pursuant to the Agreement and which is used to connect elements or sites to each other or to the Interbyte network.
A Custom Change is any Change which is not included in the standard change catalogue.
Natural person or legal entity that acquires Products and/or Services from Interbyte.
Customer Content means the content (data, files, photos, sound, text, inserted hyperlinks, databases, software, operating systems, internal network configuration etc.), the Customer has placed in its Cloud environment made available by Interbyte in the framework of the Service or which are displayed, uploaded, exchanged or transmitted as part of or through the Service.
Support tools representing all information required for the company's management in a clear and structured way.
A special kind of updates are the emergency fixes, normally containing the corrections to a small number of known problems.
A system of coding that helps prevent access to private information on computer networks or on the Web.
Natural person who ultimately uses or is intended to ultimately use the Product or Service.
A subset of the IT infrastructure that is used for a particular purpose - for example, live environment, test environment, build environment. Also used in the term 'physical environment' to mean the accommodation, air conditioning, power system etc. Environment is used as a generic term to mean the external conditions that influence or affect something.
Software embedded in the Product which cannot be modified by the Customer nor the End user. It does not include configuration settings or data provided by the Customer and/or End user.
The physical (elements of a) computer system. These can be mechanical, magnetic, electronic or electrical. Examples are: a CPU, disk drive, keyboard or screen.
Heating, Ventilation and Air Conditioning (HVAC)
Technology of indoor or automotive environmental comfort based on the principles of thermodynamics, fluid mechanics, and heat transfer.
An unplanned interruption to a Service or a reduction in the Quality of a Service. Failure of a configuration item that has not yet impacted Service is also an Incident.
Information and Communication Technology (ICT)
Technology domain covering the storage, retrieval, manipulation, transmission or reception of digital data.
Date on which the Agreement enters into force.
Interactive Voice Response (IVR)
A form of Automated Call Distribution that accepts input of the caller to identify the correct destination for incoming calls.
Cable closet, patch panels, patch cables, patch distribution cables, distribution cables, wall sockets and any other material necessary between the data centre / End user equipment of the Customer and the Site Terminal Equipment.
The document referred to as the invoice or any other document by which Interbyte claims payment of its Services/Products or collects, in the name and on behalf of third parties, the amounts related to the services/products of such third parties.
Key Performance Indicator (KPI)
Metric that is used to actively manage and report on a Service. Many metrics may be measured, but only the most important of these are defined as KPIs.
Mean Time Between Failures (MTBF)
Average time that a Product can perform its agreed function without interruption.
Mean Time to Repair (MTTR)
Average time taken to repair a Product after a failure.
Mean Time to Restore Service (MTRS)
Average time taken to restore the Service after a failure.
Continuous or repeated observation of a Configuration Item, service or process to detect events and to ensure that the current status is known.
On-demand Support means specific support which is not covered by the Agreement. Interbyte will assess, at its own discretion, the technical and commercial feasibility of the Customer's request and will communicate its feedback to the Customer as soon as possible. Interbyte may reject the Customer's request if for instance technologies are not supported by Interbyte or if implementation takes more than 2 Business days. When Interbyte accepts to perform the requested On-demand support, the Customer signs the Service Request Form. The On-demand Support is then activated. The On-demand Support is charged against a fixed "start-up" fee and a recurrent "time & material" fee.
Operating System Software
Software that manages a computer's resources, performing basic tasks such as allocating memory and allowing computer components to communicate. Networking functionalities are considered to be part of the Operating System.
Interbyte and the Customer.
Interbyte or the Customer.
Agreed time when the Service may not be available due to maintenance, upgrades, testing, etc.
Planned Maintenance Work
Maintenance activities performed by Interbyte according to a predefined schedule. This schedule can be documented in the Contractual Service Description or can be communicated to the Customer upfront.
Software and/or Hardware rented, sold or licensed to the Customer under the Agreement.
A temporary organization, including people and other assets required to achieve an objective or other outcome. A Project has a lifecycle that typically includes initiation, planning, execution and closure.
Model used to help define Roles and Responsibilities. RACI stands for Responsible, Accountable, Consulted and Informed.
Action taken to repair the root cause of an Incident or problem or to implement a Workaround.
Time within the Service Window between the registration of an Incident and the start of the Interbyte activities.
The underlying or original cause of an Incident or problem.
Root Cause Analysis (RCA)
Identification of the Root Cause of an Incident or problem.
A computer providing services to other computers over the network. The other computers are known as clients.
Software which is installed on a server and that provides services or functionalities.
Activities performed by Interbyte for the benefit of the Customer to meet its obligations under the Agreement.
Logical set of Products and/or activities performed by Interbyte as part of the Service. Service Components are typically combined into Service "Flavours", some being included in the standard Price, others being optional.
Fixed combination of default and/or optional Service Components offered by Interbyte as a standard variant of a Service.
The period in which the SLA is applicable.
Single Point of Contact (SPOC)
Person or organization providing a single, consistent way to communicate with other parties.
Single Point of Failure (SPOF)
Part of an ICT infrastructure which, if it fails, will stop the entire infrastructure to achieve its objective.
Location where Interbyte supplies the Products and/or Services to the Customer.
An inspection of the Customer Site to ensure it is ready to accommodate for Products/Services, to gather information for a design and to identify risk areas and necessary improvements prior to proceeding with the installation of the Products.
Machine readable (object code) version of the computer program, any copy and associated documentation. Software may be an Operating System Software, Firmware or Application Software.
Demonstrated difference between the actual behaviour of Software and the specifications given by the Software manufacturer. Produces an erroneous result when the correct data is introduced in the correct manner and can be reproduced.
A Standard Change is a change where the impact on the Customer business is known in advance.
Standard Changes are categorized and listed together in the standard change catalogue available via the Self-Service Portal, from which the Customer can choose, or listed in the Contractual Service Description.
All trademarks, service marks, commercial names, logos or other words or symbols referring to the Products and/or Services or business activities of Interbyte or its suppliers.
Record containing information about an Incident or request that has been reported by the Customer and on which Support Team(s) are working.
Sometimes also called 'minor release', a software update updates a major version of software, but does not upgrade it to the next major version. Software updates normally contain small enhancements and fixes, some of which may have already been issued as emergency fixes. An update or release usually supersedes all preceding emergency fixes. Software updates are typically made available via download from the software supplier. For example, Windows 10 1909 is an update of Windows 10 1903.
Sometimes also called 'major release', a software upgrade means a major, stand-alone version of a software product, usually purchase. Software upgrades normally contain large areas of new functionality. An upgrade usually supersedes all preceding updates, releases and emergency fixes. For example, Windows 10 is an upgrade from Windows 8.
Way of reducing or eliminating the impact of an Incident or problem for which a full resolution is not yet available.
pdf version of the glossary.
In the case of differences and/or contradictions between this version and the pdf version of this glossary, the pdf version will precede over this version.