THE WHATIS.COM WORD-OF-THE-DAY December 18, 2003 level of support
______________________ SPONSORED BY: IBM What makes an on demand business, on demand? In a word, integration. Integrated people, integrated processes, integrated applications. That's where middleware like IBM WebSphere can help. See how WebSphere Business Integration delivers. On demand. Get your copy of the Business Integration white paper today. http://www.ibm.com/websphere/news/biwp ______________________ TODAY'S WORD: level of support See our complete definition with hyperlinks at http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci848556,00.html?track=NL-34 Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organize its total technical support into levels and what to name them. Some companies name their levels of support basic and advanced. Others call them level 1, level 2, and level 3 or level A, level B, and level C. Typically, when a software user calls for technical assistance, a level 1 technician tries to answer all questions, which might include help with simple problems or general "how-to" questions. If the question is more complex, the user is passed on to the level 2 technician. Level 2 questions may, for example, deal with advanced features and possible product bugs or failures. If the level 2 technician cannot help the caller, a level 3 technician may be consulted either by the customer or by the level 2 technician. Some research and investigation at this level might be required, which can take time. Some companies offer certain levels of support only on a fee basis. __________________________ RELATED TERMS: bugs http://searchsecurity.techtarget.com/sDefinition/0,,sid14_gci211714,00.html?track=NL-34 ______________________ SELECTED LINKS: Sun Microsystems describes its levels of support for software. http://www.sun.com/developers/support/dsonline.html In the U.K., the University of Exeter information systems team describes its levels of support for user problems. http://www.ex.ac.uk/its/use/a/software/1.htm ______________________ TODAY'S TECH NEWS: LINUX 2.6 KERNEL 'OUT OF DETOX' Linus Torvalds released the 2.6 version of the Linux kernel on Wednesday to the delight of the kernel watchers. http://searchenterpriselinux.techtarget.com/originalContent/0,289142,sid39_gci941938,00.html?track=NL-34 WINDOWS 2000 SERVER DEATH WATCH BEGINS Microsoft has begun reminding customers that it will stop selling Windows 2000 Server and Advanced Server in the spring. The software maker also issued an end-of-life schedule for these enterprise products. http://searchwin2000.techtarget.com/originalContent/0,289142,sid1_gci941932,00.html?track=NL-34 SALESFORCE.COM FILES FOR AN IPO The hosted CRM provider is taking its act to Wall Street in 2004, making its plans to go public official. http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci941915,00.html?track=NL-34 >> Catch up on all the latest IT news at http://searchtechtarget.techtarget.com?track=NL-34 ______________________ SECRET WORD-OF-THE-DAY | What is IT? This sounds like it might include shades and a trench coat -- it's a type of technology that aids in gathering information about a person or organization without their knowledge. Do you think you know the Secret Word? Click this URL and see if you're right! http://searchcio.techtarget.com/sDefinition/0,,sid19_gci214518,00.html?track=NL-34 _____________________ QUIZ | Artificial Intelligence "Artificial intelligence is the study of how to make real computers act like the ones in the movies." - Fuzzy Math Find out how much you know about AI in this week's quiz! http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci789222,00.html?track=NL-34 _____________________ BAH HUMBUG | Ebeneezer Scrooge IT test If you're a geek who's more inclined to have visions of HTML code, rather than sugarplums, dancing through your head, we've got a quiz for you. Let us know how you did and we'll tell Santa to move your name over to the "nice" list and sign you up for a chance to wins some whatis.com magnets. http://whatis.techtarget.com/definition/0,,sid9_gci940610,00.html?track=NL-34 ______________________________ RECENT ADDITIONS AND UPDATES [1] business metric http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci940481,00.html?track=NL-34 [2] churn rate http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci940457,00.html?track=NL-34 [3] unary http://whatis.techtarget.com/definition/0,,sid9_gci940292,00.html?track=NL-34 [4] Ethernet/IP http://searchnetworking.techtarget.com/sDefinition/0,,sid7_gci940057,00.html?track=NL-34 [5] SNAFU http://whatis.techtarget.com/definition/0,,sid9_gci940056,00.html?track=NL-34 ____________________________________________________________________ ::::::::::::::::::: WHATIS.COM CONTACTS ::::::::::::::::::: MARGARET ROUSE, Site Editor ([EMAIL PROTECTED]) IVY WIGMORE, Consulting Editor ([EMAIL PROTECTED]) LOWELL THING, Consulting Editor and Founder ([EMAIL PROTECTED]) GABRIELLE DERUSSY, Advertising ([EMAIL PROTECTED]) ::::::::::::::::::::: ABOUT THIS NEWSLETTER :::::::::::::::::::::: This newsletter is published by TechTarget, the most targeted IT media. http://www.techtarget.com?track=NL-34 Copyright 2003 TechTarget. 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