Break/Fix
Reactive field service that restores failed technology at a location: triage, dispatch of the right technician with the right part, repair, verification, and a documented resolution.
Closeout Report
The end-of-engagement record: work performed, evidence collected, exceptions encountered, and open items, delivered in a form the customer can audit.
Deskside Support
On-site technical support delivered directly to end users at their workspace, typically for device, peripheral, and connectivity issues.
Dispatch
Sending a technician to a site to perform a task. Dispatch covers the visit; it does not, by itself, cover planning, readiness, verification, or documentation.
FE (Field Engineer)
A technician qualified to perform on-site technical work such as installs, repairs, and structured troubleshooting, often under remote direction.
Field Services
Technology work performed physically at customer locations rather than remotely: installation, repair, maintenance, moves, and related on-site tasks.
Freeze Date / Freeze Window
A period during which no changes may be made to systems or sites, commonly around peak trading, holidays, or financial close.
IMAC
Install, Move, Add, Change: the four categories of routine controlled work on deployed technology, planned and documented rather than improvised.
Maintenance Window
A pre-agreed time period during which disruptive work may be performed at a site, scheduled to minimize operational impact.
MOP (Method of Procedure)
A step-by-step written procedure governing exactly how a technical task is executed, common in telecom and data center work. Deviations escalate; they are not improvised.
MSP (Managed Service Provider)
A company that operates some portion of a customer's IT on an ongoing basis. MSPs frequently partner with field service providers for physical, on-site work.
NOC (Network Operations Center)
The team and facility monitoring a network's health, often the remote counterpart directing on-site smart hands work.
Parts Logistics
Sourcing, staging, forward-stocking, and returning the hardware and materials field work needs, so the right part meets the right technician at the right site.
Preventive Maintenance (PM)
Scheduled, checklist-driven servicing of equipment intended to find and fix developing failures before they cause outages.
Project Services
Multi-phase field initiatives, surveys, cabling, buildouts, refreshes, migrations, run end to end under a single project lead.
Punch List
The list of remaining defects or incomplete items identified at verification, each of which must be resolved before final acceptance.
Rack and Stack
Physically installing equipment into racks: mounting, cabling, powering, and basic verification, usually to a documented elevation plan.
Readiness Gate
A checkpoint confirming a site meets defined conditions (access, power, materials, validated scope) before a technician is committed to it.
Rollout
Deploying technology across many locations in planned waves: staged, scheduled, installed, verified, and documented site by site.
Runbook
The written operating document for an engagement: task sequences, standards, materials, verification steps, evidence requirements, and escalation rules.
Site Survey
A structured on-site assessment capturing real conditions, space, power, pathways, connectivity, constraints, so plans and budgets reflect reality.
SLA (Service Level Agreement)
A contractual commitment defining measurable service targets, such as response or resolution objectives, and what happens when they are missed.
Smart Hands
On-site technical assistance performed under the direction of a customer's remote team: reseats, swaps, cabling, observations, and guided troubleshooting.
SOW (Statement of Work)
The contractual document defining an engagement's scope, deliverables, standards, assumptions, and acceptance criteria.
Truck Roll
Industry shorthand for sending a technician to a site. Minimizing wasted truck rolls, failed or unnecessary visits, is a core economic goal of managed field services.
Wave
A scheduled group of sites executed together within a rollout, sequenced by readiness and refined by lessons from prior waves.
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