Accept

Refers to the choice that a Service Provider or Technician has to agree to meet a pre-defined completion time on a specific Work Order. If the "Deadline" is Accepted, they are held accountable by the system to meet that time/date and will be measured accordingly.

Agent

See Building Service Coordinator (BSC)

Agreement

Refers to the Service Level Agreement (SLA) between the property Owner and SynchroSERV.

BSC

See Building Service Coordinator

Building Service Coodinator

The human being, working in the ServCtr Contact Centre, assigned with the responsibility of ensuring that incoming telephone and/or electronic requests are distributed to the appropriate Service Providers/Technicians based on the Manager rules in the ServCtr system.

Category

Refers to the highest level sort criteria for requests. There are 8 Category headings in total, including Amenities/Grounds/ Janitorial/Lighting/Maintenance/Services Security Information/Temperature/ etc.

ServCtr

The brand by which SynchroServ identifies its Tenant Service efforts. Includes the ServCtr Tenant Service Icon as well as the ServCtr Web look & feel.

Closed

Status of a Work Order or Service Request. Refers to a Work Order that has been Resolved (the site work is done, the tenant is satisfied) and the required reporting is complete. No further action is required.

Company

Company refers to SynchroSERV Inc.

Confidential

Includes ServCtr Rules and Data, business information, information relating to customers, financial information, the functionality, source code or documentation for the SrvCtr Software Application and all other trade secrets exposed through access to this Software Application.

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Configuration Services

Refers to the process of establishing the software settings and configuring Customer hardware to operate with the ServCtr system.

Customer

Refers to the legal owner of the Property. The Customer is a party to the Service Level Agreement (SLA)

Decline

Refers to the choice that a Service Provider or Technician has to decline a pre-defined completion time on a specific Work Order. If the "Deadline" is NOT Accepted, they are NOT held accountable by the system to meet that time/date and will not be measured. The work order will be distributed to another Service Provider/Technician.

EULA

Refers to the End User License Agreement. Each individual who requests access to a ServCtr system must first agree to the Terms and Conditions of the EULA.

FAQ

Frequently Asked Questions. Can be accessed by clicking on the FAQ button on the web page tab (upper right hand corner).

Item

Refers to the 3'rd and lowest level sort criteria for requests. Each Category and Type has a series of very detailed Item sorts which help subdivide the transaction into very distinct segments.

Log-in

The process of identifying a user within the System. When you enter a user name and password, you have "Logged In".

Manager

The specific individual assigned by the Customer or their designated Management Company. (See Property Manager)

Notification

Refers to the ability for the ServCtr system to send a message to a predefined address or number. Notifications are triggered by pre-defined events. As an example, the system can send a message to a Manager if a Work Order exceeds a pre-defined deadline. There are many options for notifications in the ServCtr system.

Parameter

Refers to the selections that are available to narrow down the scope of data that a report displays. As an example, defining the date range is in fact providing a parameter.

Property

The specific building's identified in as an individual entity within the ServCtr System.

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Property Manager

The Specific individual assigned by the Customer or their designated Management Company.

Service Request

Refers to an issue that requires resolution. A request can be as simple as a question that is resolved on the spot by a BSC, or as complicated as a tenant request for service that requires multiple Work Orders to resolve.

Resolved

Status of a Work Order or Service Request. Refers to a Work Order that is not yet Closed, even though the actual site work is done and the tenant is satisfied. If the required reporting has not yet been submitted, the Work Order cannot be Closed.

Rules

Refers to the set of service standards that a Manager sets within the SrvCtr system for transaction specific activities like, which Service Provider, Deadline, Acceptance time and notification settings for all Work Orders issued under that specific Category/Type/Item for that specific tenant.

Service Provider

Refers to the company that provides services to ServCtr. All Service Providers have Technicians who deliver the actual services, but not all Service Providers register their technicians in the ServCtr system.

SLA

Refers to the Service Level Agreement (SLA) between the property Owner and SynchroSERV.

Software Application

"ServCtr Application" means the procedures, rule methodology, proprietary software application, related documentation and all access interfaces developed and owned by the Company, used to enable the workflow process and Services provided as a part of ServCtr.

ServCtr Software

The software system, developed and owned by the Company, that provides the underlying platform and functionality for the ServCtr Service.

SynchroSERV

Refers to SynchroSERV Inc., a Canadian Corporation, and the entity that hosts the contact centre and the ServCtr software platform that ServCtr is built upon.

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Technician

Refers to the front line service personnel responding to a specific request. Technicians work under Service Providers.

Tenant

Generic term to describe the Company that has signed a lease with the Owner to occupy a space within a specific building. The human beings within that company are referred to in the ServCtr system as contacts, not tenants.

Transaction

Refers to the individual Work Order level of activity. A single Request can trigger multiple Work Orders / Transactions.

Type

Refers to the 2'nd level sort criteria for requests. Each Category is subdivided into several Types in the process of subdividing the transaction into very distinct segments.

User

Refers to the individual who has registered with ServCtr and been assigned a specific login identity and password.