Msp Terminology

---
name: "MSP Terminology"
description: >
  MSP industry terminology: acronyms, roles, contract and billing concepts,
  and the vocabulary used across PSA, RMM, documentation, and security
  platforms.
when_to_use: >-
  When an MSP-specific term, acronym, or concept needs interpreting. Use
  when: msp terminology, msp acronyms, what is psa, what is rmm, msp
  definitions, managed services terms, it service management, or msp
  vocabulary.
---

# MSP Terminology & Concepts

## Overview

Managed Service Providers (MSPs) use a specialized vocabulary that can be confusing for newcomers. This skill covers common terminology, acronyms, and concepts used across the MSP industry and its tooling ecosystem.

## Anti-triggers

This skill is a glossary. It shares its entire vocabulary — ticket, agent,
asset, seat, contract, SLA — with every vendor skill in this marketplace,
which is exactly why it gets loaded by mistake. It defines those words; it
cannot look any of them up.

- **Any question about a real record** — "how many seats does Acme have",
  "what is the SLA on this ticket", "which agent is on that server" are
  data questions. Load the vendor's skill: `pax8-subscriptions`,
  `autotask-contracts`, `ninjaone-devices`, and so on.
- **What a term means inside one platform** — vendor status values,
  priority enums, and entity names are that vendor's own vocabulary and
  frequently contradict the generic definition here. Use that vendor's
  skill.
- **How to act on the concept** — triage practice is
  `shared-skills-ticket-triage`; cross-tool investigation is
  `shared-skills-incident-correlation`.

## Core Platforms

### PSA - Professional Services Automation

The central business management platform for MSPs. Handles:
- Ticketing and service desk
- CRM (companies, contacts)
- Contracts and billing
- Project management
- Time tracking
- Reporting

**Examples:** Autotask, ConnectWise Manage, HaloPSA, Syncro

### RMM - Remote Monitoring and Management

Platform for monitoring and managing client IT infrastructure:
- Device monitoring
- Alerting and notifications
- Remote access
- Patch management
- Scripting and automation

**Examples:** Datto RMM, NinjaOne, ConnectWise Automate, Kaseya VSA

### Documentation Platform

Centralized IT documentation:
- Passwords and credentials
- Network diagrams
- Configuration records
- SOPs and runbooks

**Examples:** IT Glue, Hudu, ConnectWise IT Boost

## Service Terminology

### Ticket Types

| Term | Definition |
|------|------------|
| **Incident** | Unplanned interruption to service |
| **Service Request** | Standard request from user |
| **Problem** | Root cause of multiple incidents |
| **Change** | Planned modification to infrastructure |
| **Alert** | Automated notification from monitoring |

### Service Levels

| Term | Definition |
|------|------------|
| **SLA** | Service Level Agreement - contractual service guarantees |
| **Response Time** | Time to first technician acknowledgment |
| **Resolution Time** | Time to fully resolve the issue |
| **MTTR** | Mean Time To Repair/Resolve |
| **MTTD** | Mean Time To Detect |

### Ticket Workflow

| Term | Definition |
|------|------------|
| **Triage** | Initial assessment and categorization |
| **Escalation** | Moving to higher-skill resource |
| **Dispatch** | Scheduling on-site visit |
| **Resolution** | Issue fixed, pending verification |
| **Closure** | Ticket completed and archived |

## Contract Types

| Term | Definition |
|------|------------|
| **MSA** | Managed Services Agreement - ongoing monthly services |
| **Block Hours** | Prepaid hour bank for ad-hoc support |
| **T&M** | Time & Materials - pay-as-you-go billing |
| **AYCE** | All You Can Eat - unlimited support for fixed fee |
| **Per-Device** | Billing based on device count |
| **Per-User** | Billing based on user count |

## Technical Terms

### Infrastructure

| Term | Definition |
|------|------------|
| **AD** | Active Directory - Windows identity management |
| **DC** | Domain Controller - AD server |
| **DNS** | Domain Name System |
| **DHCP** | Dynamic Host Configuration Protocol |
| **VPN** | Virtual Private Network |
| **VLAN** | Virtual Local Area Network |
| **NAS** | Network Attached Storage |
| **SAN** | Storage Area Network |
| **UPS** | Uninterruptible Power Supply |

### Cloud Services

| Term | Definition |
|------|------------|
| **M365** | Microsoft 365 (formerly Office 365) |
| **Azure AD** | Azure Active Directory (now Entra ID) |
| **AWS** | Amazon Web Services |
| **GCP** | Google Cloud Platform |
| **SaaS** | Software as a Service |
| **IaaS** | Infrastructure as a Service |
| **PaaS** | Platform as a Service |

### Security

| Term | Definition |
|------|------------|
| **MFA** | Multi-Factor Authentication |
| **2FA** | Two-Factor Authentication |
| **SSO** | Single Sign-On |
| **EDR** | Endpoint Detection and Response |
| **XDR** | Extended Detection and Response |
| **SIEM** | Security Information and Event Management |
| **SOC** | Security Operations Center |
| **MDR** | Managed Detection and Response |
| **PAM** | Privileged Access Management |

### Backup & Recovery

| Term | Definition |
|------|------------|
| **BDR** | Backup and Disaster Recovery |
| **BCDR** | Business Continuity and Disaster Recovery |
| **RPO** | Recovery Point Objective - acceptable data loss |
| **RTO** | Recovery Time Objective - acceptable downtime |
| **DR** | Disaster Recovery |
| **HA** | High Availability |

## MSP Business Terms

### Financial

| Term | Definition |
|------|------------|
| **MRR** | Monthly Recurring Revenue |
| **ARR** | Annual Recurring Revenue |
| **ARPU** | Average Revenue Per User |
| **Gross Margin** | Revenue minus direct costs |
| **Utilization** | Billable hours / available hours |
| **Effective Rate** | Revenue / hours worked |

### Operations

| Term | Definition |
|------|------------|
| **NOC** | Network Operations Center |
| **SOC** | Security Operations Center |
| **L1/L2/L3** | Support tier levels |
| **POD** | Team of technicians assigned to accounts |
| **vCIO** | Virtual Chief Information Officer |
| **TAM** | Technical Account Manager |
| **QBR** | Quarterly Business Review |

### Service Desk

| Term | Definition |
|------|------------|
| **FCR** | First Call Resolution |
| **AHT** | Average Handle Time |
| **CSAT** | Customer Satisfaction Score |
| **NPS** | Net Promoter Score |
| **Ticket Aging** | Time ticket has been open |
| **Backlog** | Unresolved ticket count |

## Vendor-Specific Terms

### Autotask/Kaseya

| Term | Definition |
|------|------------|
| **Queue** | Ticket routing bucket |
| **Resource** | Technician/user |
| **Account** | Company/client |
| **Contract** | Service agreement |
| **Opportunity** | Sales prospect |

### ConnectWise

| Term | Definition |
|------|------------|
| **Board** | Ticket routing area |
| **Member** | Technician/user |
| **Company** | Client organization |
| **Agreement** | Service contract |
| **Opportunity** | Sales prospect |

## Common Acronyms Quick Reference

| Acronym | Full Term |
|---------|-----------|
| AD | Active Directory |
| API | Application Programming Interface |
| BCDR | Business Continuity/Disaster Recovery |
| BDR | Backup Disaster Recovery |
| CI | Configuration Item |
| CMDB | Configuration Management Database |
| CRM | Customer Relationship Management |
| EDR | Endpoint Detection and Response |
| ERP | Enterprise Resource Planning |
| FCR | First Call Resolution |
| ITIL | IT Infrastructure Library |
| ITSM | IT Service Management |
| KPI | Key Performance Indicator |
| MFA | Multi-Factor Authentication |
| MRR | Monthly Recurring Revenue |
| MSA | Managed Services Agreement |
| MSP | Managed Service Provider |
| NOC | Network Operations Center |
| PSA | Professional Services Automation |
| QBR | Quarterly Business Review |
| RMM | Remote Monitoring and Management |
| RTO | Recovery Time Objective |
| RPO | Recovery Point Objective |
| SaaS | Software as a Service |
| SLA | Service Level Agreement |
| SMB | Small and Medium Business |
| SOC | Security Operations Center |
| T&M | Time and Materials |
| vCIO | Virtual CIO |
| VPN | Virtual Private Network |

## Related Skills

- Vendor-specific terminology in respective plugin skills