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Support terms and their meanings

Here is a list of the most commonly used support terms and their meanings, whilst this list is not exhaustive, we do try our best to keep it updated.

ADSL
Asymmetric Digital Subscriber Line

A Broadband technology providing upstream speeds of up to 256kbps and downstream speeds of 8mbps.
 

Bandwidth
The amount of capacity occupied by an individual communication signal.
 

BASIC
A computer programming language.
 

Biometrics
The use of measurable biological characteristics to provide authentication to computer systems. These characteristics currently include techniques such as fingerprint recognition, voice recognition, retina scans and iris scans.
 

Bit
A single digit number in base 2, in other words, either a 1 or a zero. The smallest unit of computerised data. Bandwidth is usually measured in bits-per-second.
 

Bluetooth
An industry consortium developing technology specifications for low-cost, short-range radio links to connect mobile PCs, mobile phones and other portable devices.
 

BPS (Bits Per Second)
A measurement of how fast data is moved from one place to another.
 

Browser
A software programme for accessing web sites and other information through the Internet.
 

Byte
8 bits of data, an octet. Equal to one character.
 

Cache
A memory storage device designed to speed up the operation of a computer.
 

Central Office
American term for telephone exchange.
 

Client Server
An architecture where tasks are broken down into distributed processes. The client is responsible for the presentation of the information and the server(s) for finding that required information. A data network connects clients to servers.
 

Computer-Telephony Integration
Generally used to describe self-contained PC applications that add value to telephony.
 

Congestion Control
Rules that govern the way in which information will be discarded when a network becomes congested.
 

Content Management
A computer system that assists an online content provider in managing the information to be provided through its web site, enabling it to offer customers an up-to-date efficient service.
 

Cookie
A piece of information sent by a web server to a web browser that the browser software is expected to save and to send back to the server whenever the browser receives additional requests from the server. Depending on the type of cookie used, and the browser's settings, the browser may accept or not accept the cookie, and may save the cookie for either a short time or a long time. Cookies might contain information such as login or registration information, online 'shopping cart' information, user preferences, etc. When a server receives a request from a browser that includes a cookie, the server is able to use the information stored in the cookie. For example, the server might customise what is sent back to the user, or keep a log of particular user's requests. Cookies are usually set to expire after a predetermined amount of time and are usually saved in memory until the browser software is closed down, at which time they may be saved to disk if their 'expire time' has not been reached.
 

Daemon
An automated computer process that runs itself at a set time or when triggered by a specified event. Mailer daemons report failed e-mail messages.
 

D-Channel
An ISDN channel primarily used for call set-up and management, providing 16kbit/s in basic rate service or 64kbit/s in primary rate service. It removes the signalling overhead from traffic channels and where allowed, may also be employed for user applications.
 

DDD (Direct Distance Dialling)
The American term for STD.
 

DDI (Direct Dialling In)
A facility enabling telephone users to dial direct into a firm's PABX extensions as if they were normal public telephone numbers. Known as DID in the USA, not to be confused with DIA.
 

Decryption
The act of restoring an encrypted file to its original state.
 

DES (Data Encryption Standard)
An encryption algorithm, developed by the US government, that allows the use of variable-length keys. The longer the key, the more difficult it is to break the algorithm.
 

Digital
An electrical signal converted into a form consisting purely of on-off pulses, similar to those found within computers. The nature of this transmission system eliminates most errors and distortion, providing a more reliable means of sending information.
 

DNS (Domain Name System)
The Domain Name System is used to translate an easy-to-remember domain name, such as www.bt.com, into an internet address, such as 193.113.209.147, which is harder to remember. DNS also provides a reverse translation service so that it can convert, say, address 193.113.58.11 into the domain name www.btexact.com. This service is used by some web servers as a rudimentary security check and is also a useful debug tool. DNS can also provide an elementary form of load sharing for domain names having multiple addresses.
 

Domain
A domain, in computer file transfer systems, is an administrative entity, while a network is a technological one. A domain may include parts of many networks, and a network may include parts of many domains.
 

Domain name
The unique name that identifies an internet site. Domain names always have two or more parts, separated by dots. The part on the left is the most specific, and the part on the right is the most general. A given machine may have more than one domain name but a given domain name points to only one machine. For example, the domain names: matisse.net, mail.matisse.net, workshop.matisse.net can all refer to the same machine, but each domain name can refer to no more than one machine. Usually, all of the machines on a given network will have the same thing as the right-hand portion of their domain names (matisse.net in the examples above). It is also possible for a domain name to exist but not be connected to an actual machine. This is often done so that a group or business can have an internet e-mail address without having to establish a real internet site. In these cases, some real internet machine must handle the mail on behalf of the listed domain name.
 

DTMF (Dual-Tone Multi-Frequency)
A system which uses combinations to two tones to signify digits. Commonly known as Touch-Tone (q.v.), as used on all modern telephones.
 

Dumb terminal
A keyboard and monitor screen combination, connected over a network to a larger computer (such as a mainframe), for which it acts as a workstation (q.v.).
 

Ethernet
The most popular type of Local Area Network. Devices wait until the LAN is quiet before transmitting. If two transmit at the same time, both hear the collision and wait a random period of time before re-sending. Originally 10Mbit/sec, now has a 100Mbit/sec option.
 

Extensible mark-up language
Defines an extremely simple dialect of SGML suitable for use on the WWW.
 

Extranet
There are two definitions of an extranet. (i) A virtual intranet. Companies desiring an intranet but not having the internal bearer network on which to provide it, can look to an external service provider to supply it (rather like a Virtual Private Network in telephony). (ii) Two or more autonomous and separately owned intranets, connected together in order to form an extended intranet.
 

FBS (Flexible Bandwidth Service)

Offers a more manageable, resilient and flexible way of providing multiplexed bandwidth.
 

FDDI (Fibre Distributed Data Interface)
A 100 Mbit/s USA standard for optical fibre voice + data cabling in buildings. It features a dual ring, offering protection from a device or link failure.
 

Frame relay
Connection oriented WAN (Wide Area Network) which caters for bursty traffic.
 

FTP (File Transfer Protocol)

This is a method for transferring publicly accessible documents between machines or over the Internet.
 

GPRS (GSM Packet Radio System)

A means of sending data signals to mobile appliances using the infrastructure of the GSM phone network.
 

Hard-wired
A telephone permanently wired via a terminal block, not by a plug and socket arrangement.
 

HDSL (High bit-rate Digital Subscriber Line)

Provides repeaterless digital transmission at 2Mbit/s for about 12000 feet (4km) over twisted pair.
 

Host
Any computer on a network that is a repository for services available to other computers on the network. It is quite common to have one host machine provide several services, such as WWW and USENET.
 

HTML (HyperText Markup Language)

The coding language used to create Hypertext documents for use on the world wide web. With HTML you can specify that a block of text, or a word, is linked to another file on the Internet. HTML files are meant to be viewed using a world wide web client program, such as Netscape Navigator or Internet Explorer.
 

HTTP (HyperText Transport Protocol)

The protocol for moving hypertext files across the internet. Requires a HTTP client program on one end, and an HTTP server program on the other end. HTTP is the most important protocol used in the world wide web (WWW).
 

IDD (International Direct Dialling)

Originally called ISD (international subscriber dialling).
 

Informatics
Referring to the computers, software and skills associated with processing information.
 

Internet Explorer
A software program (browser) from Microsoft with a user-friendly interface for accessing and navigating the Internet.
 

Intranet
An intranet is a constrained version of the Internet usually owned and controlled by a single company or organisation. Intranets can still be world-wide, use TCP/IP protocols, and be structured as a collection of networks but the greatest difference is that access is limited to a set of authorised users (usually the employees of the company/organisation) using firewalls and other mechanisms.
 

IP (Internet Protocol)

An agreed standard protocol across all internet systems. It transports data packets across the Internet. Communication hosts on the internet have an IP Address, also known as a dotted quad or dotted decimal, which uniquely identifies the machine.
 

IP address (Internet Protocol address)

Also known as a dotted quad. A unique address consisting of four parts separated by dots, e.g. Every machine that is on the Internet has a unique IP address -if a machine does not have an IP address, it is not really on the Internet. Most machines also have one or more domain names that are easier for people to remember.
 

IP multicast
A technique that allows information to be sent to many people simultaneously over the Internet, but without sending many copies of the information across any single link in the network.
 

IPv6 Internet protocol, version 6

The next generation internet protocol which offers greater address space, and improved support for quality of service and security.
 

ISDN (Integrated Services Digital Network)

This is a wide area network defined by a number of ITU standards. Connection is made in two ways, basic and primary rate.
 

Isochronous
A communication service that requires access to guaranteed, regular time slots, such as voice telephony.
 

ISP (Internet Service Provider)

An institution that provides access to the internet in some form. User subscription is the traditional way of paying for net access but free services, paid by advertising, are also available.
 

IVPN (International Virtual Private Network)

A network used by an international business or organisation to connect its various offices and factories.
 

IVR (Interactive Voice Response)

A technology that covers a growing range of applications including home banking, teleshopping and talking timetables for travel operators. Users answer simple yes/no questions to make their choice (usually with a touch-tone telephone), giving them access to a very broad range of expert information without the need for human assistance.
 

Java
A high level programming language, developed by Sun Microsystems. Compiled Java code can run on most computers because Java interpreters and run time environments, known as Java virtual machines (VMs), exist for most operating systems, including UNIX, Macintosh OS , and Windows.
 

JavaScript
JavaScript is a client-side, world-wide web scripting language originally developed by Netscape, which should not be confused with Java since they have nothing in common.
 

Kilobit/sec (kbit/s)
The data transmission rate in which 1,024 bits of information are sent in a single second.
 

Knowledge Management
This concerns effective communication between managers and workers using the open exchange of information via networking technology and practices optimised for global teams working concurrently.
 

LAN (Local Area Network)

 

LAN Extension
Connecting distributed LANs at near LAN speed. (e.g. 4 - 16Mbits/sec).
 

LAN Protocol
The format used by devices to communicate across the LAN. Many LAN protocols generate broadcast and multicast traffic and are not suited for use over wide area networks (WAN).
 

Legacy Systems
The term refers to out-of-date computer systems in large organisations which do not fit into current IT strategy but must be maintained because of the value of the information in them and the cost or difficulty of moving the data onto newer systems.
 

Macro Virus
A form of virus that is can be contained within a Microsoft Word, Excel or PowerPoint document and propagate when users open the document with a full version of the program with macro execution enabled.
 

MAN (Metropolitan Area Network)
A data network intended to serve an area the size of a city. Such networks are being implemented by innovative techniques, such as running optical fibres through subway tunnels.
 

MIPS (Millions of Instructions Per Second)
The number of computer instructions processed per second. A measure of computer power.
 

Narrowband
A low information capacity, equivalent to one speech channel (4kHz analogue or 64kbit/s digital signal).
 

Network Server
A network resource which can provide client workstations with services such as: authentication, file storage, processing, printing and e-mail.
 

OLO (Other License Operator)

A business licensed to offer telecommunication services, for example in competition to the principal operator in a country.
 

PABX (Private Automatic Branch Exchange)
A telephony switch that allows users to make calls to other telephones on the same site and into the public network without intervention of an operator.
 

PCN (Personal Communications Network)

A digital cellular radio service for pocket telephones operating at a frequency around 1800MHz (1.8GHz). PCN is seen very much as the next generation of cellular radio and could additionally, in some markets, become the standard means of providing residential telephone service.
 

PDA (Personal Digital Assistant)

A handheld computer device, typically offering access to diary information, contact lists and other information synchronised to a desktop computer. Can also act as a mobile communication device.
 

Peer-to-Peer Networking
A network that enables any site to communicate directly with any other site.
 

POP (Point of Presence)
A point of presence means a city or location where a network can be connected to- often with dial up phone lines. POP means having a phone line or a place where leased lines can connect to a network.
 

POP (Post Office Protocol)
Refers to the way e-mail software such as Eudora gets mail from a mail server. When you obtain a SLIP, PPP, or shell account you almost always get a POP account with it, and it is this POP account that you tell your e-mail software to use to get your mail.
 

Private Network
A network of inter-switchboard circuits on leased lines and/or VPN facilities connecting an organisation's different locations and used for the organisation's own business to avoid having to make public network calls.
 

PSTN (Public Switched Telephone Network)
The regular telephone system.
 

QoS (Quality of Service)

Defines the characteristics of the service (e.g. latency, error rate)
 

Router
Operates at the network layer. Routers connect together different types of LANs and wide area networks (WAN), help resolve addresses, decide the route packets take through the network, enforce output queue priorities, enable the network to be broken down into manageable domains, provide security barriers and fragment/reassemble large packets where necessary.
 

SDH (Synchronous Digital Hierarchy)
A technique for assembling and transmitting component digital signals, for example for individual phone calls, into a single high bit rate digital data stream.
 

SGML (Standard and Generalised Markup Language)
A document formatting language, allowing meaning and formatting to be associated with text. The parent language for HTML and XML.
 

Shareware

Software that is freely distributed on the basis that if you find it useful, you should pay the author.
 

SMS (Short Messages Service)
Used to convey text messages between digital mobile phones.
 

SMTP (Simple Mail Transfer Protocol)
The standard protocol for transferring electronic mail from one computer to another through the Internet.
 

SNMP (Simple Network Management Protocol)
A set of standards for communication with devices connected to a TCP/IP network. Examples of these devices include routers, hubs, and switches. A device is said to be SNMP compatible if it can be monitored and /or controlled using SNMP messages. SNMP messages are known as PDU's - Protocol Data Units. Devices that are SNMP compatible contain SNMP agent software to receive, send, and act upon SNMP messages. Software for managing devices via SNMP are available for every kind of commonly used computer and are often bundled along with the device they are designed to manage. Some SNMP software is designed to handle a wide variety of devices.
 

STD (Subscriber Trunk Dialling)
This term is used when customers dial their own long-distance calls.
 

Switch

An alternative word for exchange.
 

TCP/IP (Transmission Control Protocol/Internet Protocol)
This is the suite of protocols that defines the internet. Originally designed for the UNIX operating system, TCP/IP software is now available for every major kind of computer operating system. To be truly on the internet, your computer must have TCP/IP software.
 

URL (Uniform Resource Locator)

The standard way to give address of any resource on the Internet that is part of the world wide web (WWW). A URL looks like this; http://www.twang.net The most common way to use a URL is to enter into a WWW browser program, such at Netscape, or Lynx.
 

VANS (Value-Added Network Services)
Services that add value to, for example, a basic telephone call such as advice of call waiting, call answering and so on.
 

Virtual Circuit
A connection where bandwidth is available on demand but not permanently allocated.
 

Virtual Office
If your job can be performed equally well from home, from a hotel bedroom, from a car or from an office hired by the hour at an airport and if the person at the other end of the phone doesn't even know you are not in a 'real' office then this 'virtual' office is just as viable as the conventional workplace. The virtual office is not another expression for solitary teleworking or for working normally from home and visiting 'the office' one day a week, although it may include these practices. The virtual office generally still implies team work as employees of a larger organisation, the essential difference being that modern information technology removes the need for 'the office' to be in one fixed place.
 

VoIP (Voice over Internet Protocol)
A technology that allows telephone calls to be made over the Internet.
 

VPN (Virtual Private Network)

A voice and/or data network which offers the features and characteristics of a private network but in fact is configured this way from a part of the public network or the internet. Users gain the economy of scale and flexibility of using public switched services.
 

WAN (Wide Area Network)

A scheme for linking an organisation's Local Area Networks on a number of sites by private circuits so that they work as one whole.
 

Wideband
Wideband Having a greater information handling capacity that Narrowband.
 

Wireline
Telephone systems in which the phones are connected to the exchange by conventional wires or landlines, as opposed to wireless or radio networks.
 

XDSL
Generic term for a variety of digital subscriber line techniques that allow wide and narrowband signals to be sent down normal telephone wires. A 32-bit processor or operating system is one which handles the data it operates on (and the instructions telling it what to do with the data) in 32-bit wide units, allowing it to process work faster and more efficiently.