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CompTIA Services Section
Services and Support Glossaries
CompTIA Help Desk/Call Center Glossary April 2007
The CompTIA Help Desk/Call Center Glossary provides standard definitions for commonly used terms and benchmarks in help desk and call center contracts, and service level agreements. Consumers and help desk/call center providers can refer to this glossary to prevent confusion on commonly used terms and benchmarks. The glossary adds clarity when the meaning of a term or measurement is unclear, and provides increased levels of understanding when producing contacts and service level agreements for help desk/call center services.
CompTIA Standard Service Delivery Definitions Glossary March 2006
The CompTIA Standard Service Delivery Definitions Glossary provides a definition for terms that apply to the timeline of a service incident. It gives precise definitions for such terms as response time, downtime, turnaround time and mean time to repair (MTTR). These common definitions of time are very useful to those involved in a service incident and help all parties understand what to expect regarding when and how long it will take for an IT device to be repaired.
CompTIA Warranty Terminology Glossary March 2006
The CompTIA Warranty Terminology Glossary is a complete glossary providing standard definitions for commonly used terms in warranty and service level agreements. Consumers and service providers can refer to this glossary to prevent confusion. The glossary adds clarity when the meaning of a term is unclear and should reduce support calls to both manufacturers and service providers regarding the terms used in warranties and service level agreements.
CompTIA Service Terminology Glossary March 2006
The CompTIA Service Terminology Glossary is a glossary providing standard definitions for commonly used terms in non-warranty and service level agreements. Consumers and service providers can refer to this glossary to prevent confusion. The glossary adds clarity when the meaning of a term is unclear and should reduce support calls to both manufacturers and service providers regarding the terms used in repair and service level agreements. CompTIA’s Service Terminology Glossary is meant to complete CompTIA’s existing Warranty Terminology Glossary
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