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Glossary of Terms
   
TERM DEFINITION
Accept Refers to the choice made by a Service Provider or Technician 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.
Bentall Refers to Bentall Capital LLP.
BSC See Building Service Coordinator.
Building Service Coodinator The human being, working in the ClikFIX 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's rules in the SrvCtr Application.
Category Refers to the highest level sort criteria for requests. There are 9 Category headings in total, including Amenities & Services/Grounds/ Janitorial/Lighting/Maintenance/Services/Security/Information/Temperature. Below category are 2 more levels of detail (Type & Item).
ClikFIX The brand by which Bentall identifies their Tenant Service efforts. Includes the ClikFIX Tenant Service Icon as well as the ClikFIX Web look & feel.
Company Company refers to SynchroSERV Inc.
Confidential Includes ClikFIX 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 ClikFIX 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 turn down a pre-defined completion time on a specific Work Order. If the "Deadline" is NOT Accepted, the Service Provider or Technician is NOT held accountable by the system to meet that time/date and will not be measured against that Work Order. In the case of a Decline, the Work Order will be distributed to another Service Provider or Technician.
End User License Agreement Refers to the End User License Agreement. Each individual who requests access to the ClikFIX system must first agree to the Terms and Conditions of the EULA.
EULA See End User License Agreement.
Exception Refers to the status of a Service Request or Work Order that has broken a Rule. A WO can go into exception status by missing the Acceptance time or the Deadline Time, or by not being resolved.
FAQ See Frequently Asked Questions.
Frequently Asked Questions FAQ. 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 (Bentall). (See Property Manager).
Notification Refers to the ability for the ClikFIX 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 ClikFIX system.
Owner Refers to the Organization that holds legal right to the property. SynchroSERV works for and is paid by the Owner.
Parameter Refers to the selections that are available to narrow down the scope of data that a report displays. As an example, the date range is a parameter.
PMOC See Preferred Method of Contact.
Preferred Method of Contact Each individual in the system is able to store many different numbers and email addresses, web, fax, pager but at any given time they must select one method as their preferred. All notifications are sent to the receiving individual via their Chosen Preferred Method of Contact (PMOC).
Property Refers to a specific Building and is identified in as one individual Location within the ClikFIX System.

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Property Manager The specific individual assigned by the Customer or their designated Management Company (Bentall) to make decisions regarding the operations of a Building. The Property Manager establishes and controls the Rules, including the selection and modification of Service Providers, Technicians, Deadlines, etc.
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.
Rules Refers to the set of service standards that a Manager sets within the SrvCtr system for transaction specific activities. Rules include the selection of Service Provider & Technician, Deadline, Acceptance time and notification settings, for all Work Orders issued under a specific Category / Type / Item for a specific tenant.
Service Provider Refers to the company that provides services to ClikFIX. All Service Providers have Technicians who deliver the actual services, but not all Service Providers register their Technicians in the ClikFIX system.
SLA Refers to the Service Level Agreement (SLA) between the property Owner and SynchroSERV.
Software Application “SrvCtr 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 ClikFIX.
SrvCtr Application The software system, developed and owned by the Company, that provides the underlying platform and functionality for the ClikFIX Service.
Status - Assigned Refers to the status of a Work Order or Service Request which has been accepted by, and assigned to, a specific Service Provider or Technician.
Status - Cancelled Refers to the status of a Work Order or Service Request that is no longer in existence but which did exist at one time. If a request is cancelled, the system keeps a record of why.
Status - Closed Refers to the status of a Work Order or Service Request. Refers to a Work Order for which the site work has been done to the tenants' satisfaction and the required reporting is complete… no further action is required.
Status - Completed Refers to the status of a Work Order or Service Request. Refers to a Work Order for which the site work has been done to the tenants satisfaction and the required reporting is complete… no further action is required.
Status - Distributed Refers to the status of a Work Order or Service Request which has been created and distributed to the appropriate Service Provider or Technician, but which has not yet been assigned. This is the condition prior to a WO being accepted.
Status - In-Progress Refers to the status of a Work Order or Service Request which has accepted by and assigned to a Service Provider or Technician, but which has not yet been resolved.
Status - Pending Approval Refers to the status of a Request which has been received by ClikFIX but which cannot be converted to a Work Order until a formal approval is granted. Approvals are required primarily for requests which are paid for by some entity other than the Building. This will only happen if the "payer" has selected the approval option.
Status - Resolved Refers to the status of a Work Order or Service Request for which the actual site work has been done to the tenants satisfaction, but the required reporting has not yet been submitted. Such a Work Order cannot be closed but is no longer In-Progress.
Status - Unassigned Refers to the status of a Request which has been received by ClikFIX but which has not yet been created to a Work Order and distributed out to the appropriate Service Provider for Acceptance. As soon as the Work Order is created, the system sends it out and changes the status to Distributed.
SynchroSERV Refers to SynchroSERV Inc., a Canadian Corporation, and the entity that hosts the contact centre and the SrvCtr software platform that ClikFIX 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 Organization 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 ClikFIX system as individual Contacts, not as 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 ClikFIX and been assigned a specific login identity and password.
Work Order (WO) Work Orders are a subset of Requests. It is possible to have more than one Work Order per Request, but each Work Order refers to a specific task with a specific deadline and is assigned to a specific Service Provider or Technician who is held solely accountable for closing that WO before the deadline.