Common use of IMAC Clause in Contracts

IMAC. Install, Move, Add, and Change – A modification of service, tracked through the Service Request Process. Incident - An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of an IT Service that has not yet impacted service is also an Incident, for example failure of one disk from a mirror set. Incident Management - the process for dealing with all Incidents; this can include failures, questions or queries reported by the users (usually via a telephone call to the Service Desk), by technical staff, or automatically detected and reported by Event monitoring tools. interLATA – A call between two different LATAs. This is a call outside your local calling area and constitutes this call to be defined as Long Distance (LD). interstate – A call between two different states. The majority of time, this is an interLATA call. intraLATA – A call within the same LATA. This is a call within your local calling area. intrastate – A call within the same state. This can be an intraLATA or an interLATA call based on FCC defined LATAs within the state. IT Service - A Service provided to one or more Customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of people, and technology and should be defined in a Service Level Agreement. LATA - Local Transport and Access Area which is a contiguous ▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇ (▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇▇ ▇▇▇▇) as defined by the United Stated Federal Communications Commission (FCC).