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IT jargon glossary

Does technology talk have you stumped? Do you switch off when you hear terms like ‘DNS filtering’? Fear not! Our handy IT jargon glossary simplifies IT support terms and services.



Customer Satisfaction Score

Every time a ticket is resolved, we ask a one question survey, “How did we do on this request?”, so we understand what each end user thinks of the service we have provided. In the industry, anything 98% and over is classed as World Class, and we continually achieve this and often have 100% Customer Satisfaction.

Cyber Essentials

Cyber Essentials is a Government-backed, industry-supported scheme to help organisations protect themselves against 80% of common cyber-attacks. It includes a series of annual checks and technical controls to ensure you are efficiently protected against cyber threats, including hacking, phishing or password attacks. To pass the certification, you will need evidence in support of your answers.

Find out more about how we can get you Cyber Essentials certified.


Dark Web Monitoring

The Dark Web is a layer of the Internet, accounting for 6% of the total Internet, that is accessible via specialist browsers. The Dark Web is considered a haven for criminal activity, from the sharing of illegal information to the sale of arms and drugs. Company credentials that are stolen or leaked will find its way onto the dark web, whether freely shared or sold in market places. Employees often use the same password for multiple services on the web, such as CRM, e-commerce sites, and social media exponentially increasing the risk and impact of any breach.

Dark Web Monitoring keeps a close eye on whether your business data is available on the Dark Web, provides you with daily updates of any accounts that are exposed so you can take immediate action averting any threat.

Find out more about our Dark Web Monitoring service.

DNS filtering

DNS (Domain Name System) filtering refers to the process of using DNS to block or redirect specific domain names or internet addresses. This can be done at the network level to prevent access to certain websites or online services, or to redirect traffic to a different location.

DNS filtering is often used to block access to known malicious or unwanted websites, such as those used for phishing or distributing malware.


ISO 27001

This is the only auditable international standard that defines the requirements of an information security management system (ISMS). An ISMS is a set of policies, procedures, processes and systems that manage information risks, such as cyber-attacks, hacks, data leaks or theft. Learn more about ISO 27001.

ISO 9001

This certification ensures that a quality management system is in place. The system must meet certain criteria, including strong customer focus, the motivation and implication of top management, the process approach and continual improvement. Learn more about ISO 9001.


Onsite support

Onsite IT support is when technical assistance and troubleshooting services are given to computer users at the office or place of work. This can include setting up new equipment, troubleshooting and repairing hardware and software issues.


Patch Management

Patch management is the process of identifying, downloading, testing, and installing software updates and fixes, commonly known as “patches”, in order to keep software programs and operating systems up-to-date and secure. These patches address security vulnerabilities, fix bugs, and add new features. Patch management typically includes a combination of automated and manual processes.

Effective patch management can help prevent security breaches by closing vulnerabilities that could be exploited by attackers. It can also help keep software running smoothly by addressing bugs and compatibility issues.


Quarterly IT Risk Assessment

Every 3 months our proactive insights and alignment teams will carry out a risk assessment in order to reduce risk and downtime while optimising the IT. They ask the question “what more could we have done to prevent this ticket being needed?”. By analysing, problem-solving and automating on a regular basis ensures customer issues are reduced through Continual Service Improvement (CSI)


Technical Account Manager

A Technical Account Manager (TAM) acts as a liaison between the customer and the IT provider. The TAM is responsible for ensuring that the company’s technical needs are met and that the services provided by the technical teams are of high quality and align with the company’s goals and objectives. The TAM also acts as a primary point of contact for the company for any technical issues or concerns, and works closely with the company to ensure that all technical matters are handled efficiently and effectively.


Partner Accreditations and Certifications

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