Support Glossary
These are terms you may encounter on the Help Center or in your interactions with our Client Success team.
| Term | Definition |
| Additional Incidents | Purchase of additional support assistance when your support plan monthly allowance has been exhausted. |
| Administrator | An administrator signs-off on Statements of Work, pays bills, and designates Support Coordinators. The Administrator has different permissions than Support Coordinators, who can only submit tickets. |
| Apptivo | Vertican's help desk software for managing tickets. |
| BSA | A Business Systems Analyst (BSA) is an individual employed by Vertican who provides a direct line of communication between Vertican and the Client. |
| Bug | A bug is error or flaw within the program that causes it to malfunction. Find out more about Bugs vs Errors and what our policy is when you report a bug. |
| Compliance Request | A type of incident in which the client requests copies of Certificate of Insurance, Data Center Information, or Auditing records pertaining to System and Organization Controls. Also known as a security audit or vendor assessment. Such requests do not count against your monthly support allowance. Submit your compliance request to [email protected]. Do not create a support ticket and do not contact Client Success; otherwise, your request will be delayed. |
| Data Migration | The process by which the clients’ data is moved from one application/software to another. Where legacy systems are being replaced or augmented by new applications/processes. See Professional Services for more information. |
| Emergency Incident | Refers to Severity Level 1 emergencies, whether they require support during normal support hours or weekend/holiday hours. During normal support hours, your monthly support allowance can be used. During weekend/holiday hours, you will need to purchase a weekend/holiday support incident. Please wait for Client Success to confirm that your support case has been assigned Severity Level 1. Learn more about Severity Levels. |
| Initial Response Time | Refers to the acceptable time frame for an initial Client Success inquiry to facilitate the resolution of an incident. These time frames are determined by Severity Level, Support Plan, and Hours (normal support hours vs weekend/holiday support hours). Refer to the Initial Response Time chart. |
| Knowledge Base | The vPortal Knowledge Base is a searchable database for technical articles that have been reported and solved by Client Success. |
| Named User | All Vertican subscription software maintains Named User functionality. A Named User is a person who has been assigned to access Vertican software by an administrator. |
| Non-Billable Incident | A non-billable incident means it is not docked from your monthly allowance. There are three types of support requests that are included in your support plan. |
| Normal Support Hours | Normal Support Hours are 8:45 a.m. – 8:00 p.m. Eastern Time Monday-Thursday and 8:45 a.m. – 5:00 p.m. Eastern Time Friday, except for holidays. Vertican informs its clients in advance of its holiday schedule, but generally celebrates federal holidays and the day after Thanksgiving and closes early (where applicable) on December 24 and 31. |
| Professional Services | Professional services encompass training, consulting, and custom work specific to the client, including software development. Professional services involve extended assistance with issues not related to basic product functionality, troubleshooting, and problem resolution. Find out more about Technical Support vs Professional Services. |
| Statement of Work (SOW) | A written dated document or email describing any custom work requested by clients. Find out more about SOW. |
| Support Coordinators | A single Named User identified by the Client as someone who is authorized to contact Vertican on the Client’s behalf. These individuals are authorized to create support tickets on behalf of the client. Up to three (3) individuals can be specified by the client and identified in the vPortal. |
| Technical Support | Technical Support involves helping clients use the software within the parameters of normal use. It involves troubleshooting when the software doesn’t function as expected; educating clients on basic product functionality; and providing advice on how to achieve a specific outcome. Find out more about Technical Support vs Professional Services. |
| vPortal Dashboard | The vPortal landing page that allows for quick access to help manuals, site management, and the vStore. |
| Weekend/Holiday Support Hours | Weekend and holiday support is only offered for Severity Level 1 technical support emergencies. The hours are 9:00 a.m. – 5:00 p.m. Eastern Time on Saturday/Sundays/holidays. Vertican informs its clients in advance of its holiday schedule, but generally celebrates federal holidays and the day after Thanksgiving and closes early (where applicable) on December 24 and 31. |