Service-desk & AMC terms, explained

A support ticket that's connected to the specific piece of equipment it's about — not just a customer account. Warranty status, AMC coverage and past service history for that exact machine travel with the ticket automatically, instead of living in a separate spreadsheet an agent has to go find.

A contract, common in India, where a customer pays a provider an annual fee to maintain a piece of equipment — repairs, servicing, sometimes parts — for a fixed period. Whether an asset is under an active AMC is one of the first things a repeat-visit or a chargeable-repair decision depends on.

Automatically noticing that the same asset has generated multiple tickets in a short window — the third printer jam this quarter, not three unrelated complaints. A repeat failure usually means the real fix isn't another quick patch, and it's a signal worth escalating rather than quietly closing again.

A service-level agreement where the response and resolution targets can change based on what the ticket's contract actually covers — not just its stated priority. A repeat failure on a covered asset can move up a tier automatically; an uncovered asset can be flagged before an agent does free work by mistake.

A support request for equipment that isn't covered by an active warranty or AMC, meaning the customer should be quoted and approve the cost before work starts. Left undetected, chargeable work often gets done for free simply because nobody checked coverage first.

Applying help-desk discipline — tickets, SLAs, queues, escalation — outside a single IT department, to any team that fields requests: facilities, HR, field service, or a provider supporting equipment for other companies. Unidsk is ESM built specifically for that last case.

A company that runs IT or equipment-support operations on an ongoing contract for other businesses, rather than for itself. An MSP's tickets are always, implicitly, about somebody else's asset and somebody else's contract — the exact shape unidsk is built around.

India's data-protection law, in force since 2023. It gives individuals rights over their personal data — including export and erasure — and requires organisations to publish a real privacy notice and name a Grievance Officer. Unidsk's customer portal implements both directly, not as a policy document nobody reads.

A setting that controls how much an AI assistant is allowed to do on its own: look things up only, propose an action and wait for a person to confirm it, or act immediately and log everything afterward. Unidsk defaults to confirm-first, and every action it ever takes is recorded in a permanent log.