Glossary

Short definitions of the terms we use quotable and link-friendly.

• CRM (Customer Relationship Management)

  A system for tracking accounts, contacts, deals, and interactions across the customer lifecycle.

• RAG (Retrieval-Augmented Generation)

  A pattern where an LLM answers using passages retrieved from your own documents at query time.

• AI agent

  A program that decides which tools to use, in what order, to complete a task end-to-end.

• Workflow automation

  Deterministic execution of a business process without a person in every step.

• SLA (Service-Level Agreement)

  A written commitment to specific response and resolution times for defined incident classes.

• IMAC (Install / Move / Add / Change)

  The routine hardware work of installing, moving, adding, or changing endpoints, peripherals, and network gear.

• WiFi survey

  A structured measurement of wireless coverage, signal, and interference in a physical space.

• Break-fix maintenance

  An SLA-backed model where a provider fixes hardware failures within a stated response time.