Glossary

Glossary

After-hours rate  Any work that occurs before 9am, after 5pm, or on weekends. Generally charged at time and a half. (See Scheduling Policies.) 

OSSR - Onsite Service Report.  Document signed by the customer at the end of the onsite service call. Customer keeps yellow copy. Tech takes white copy. After the service call, the technician submits the OSSR by uploading a good PDF scan as an attachment to the ticket.

(Subcontractors should scan the form into a PDF, enter their time using the online form and upload the OSSR.  There is a link to the OSSR PDF in the time submission email that is sent to the office admin.)

See this link for more details on the OSSR. 

The Company, for purposes of this KB, refers to New York Geek Girls Inc, dba Geek Girls IT Services. 

Configuration Item Autotask's name for any device that can be documented in AutoTask such as workstations, servers, firewalls, printers, etc. We also use it for virtual machines. IT Glue calls these simply "Configurations."

Customer: The entity that pays the bills. Same as the "Client". Not the same as a user unless it refers to a sole residential customer or sole practitioner. 

User: An employee or team member of a customer/client. 

Onsite: At the customer’s location.

Offsite: Not at the customer’s location. 

Assignment Email: Instructional email we send to the tech when s/he is scheduled to perform work. 

Time Submission: External (subcontractor) Tech’s submission via web site contact form at http://www.nygeekgirls.com/time . Automatically is sent to Office@ inbox


Time Entry Internal Tech’s time submission via AutoTask Time Entry form. 

Onboard (new customer): Add a new customer, or add a new service plan to an existing customer's account. 

Primary Authority: the (single) main contact at a customer; the CEO, the owner, the director, the boss, etc. The person who has all authorizations as indicated in the customer's IT Glue Site Summary. Each customer must have at least one Primary Authority. 

Authorization Contact (Secondary Authority): Main contact(s) at the customer who have one or more specific authorizations as indicated in the IT Glue Site Summary:  Provide Onsite Assistance, Purchasing Authority, Onboard New Employee, Security Authorization (including password changes). Customers may have zero, one, or multiple Authorization Contacts.