GrillaTech values include transparency and quality.
As part of our ongoing commitment to improve our services and the interaction between our company, our partners and their customers, we have created a company glossary to ensure smooth and consistent understanding of the terms and languages used in our business.
Our glossary terms from pre-sales through engagement to post-sales are below.
Glossary overview
Glossary overview
Glossary terms
Ad-hoc support tickets
See document: Ad-hoc Support Tickets
Definition: Ad-hoc support tickets are requests for assistance or problem resolution that are raised by clients or end-users on an as-needed basis. Unlike scheduled or routine support, ad-hoc tickets address immediate or unexpected issues that require prompt attention.
These tickets are typically handled through a support system or helpdesk, ensuring that each issue is tracked, managed, and resolved efficiently.
Discovery call
See document: Discovery call
Definition: A discovery call is an initial conversation between a service provider and a potential client aimed at understanding the client’s needs, challenges, and objectives. This call serves as an opportunity to gather detailed information that will help in tailoring a solution that meets the client’s specific requirements. It is a crucial step in the sales process, enabling the service provider to assess whether their offerings are a good fit for the client’s needs and to determine the scope of a potential project.
Fixed outcome
See document: Fixed outcome
Definition: A Fixed Outcome contract, also known as a Fixed-Price or Deliverable-Based contract, is a type of agreement where the service provider commits to delivering a specific result or set of deliverables for a predetermined price.
The payment is typically not dependent on the time or resources expended, but rather on the successful completion of the agreed-upon outcomes.
Kick-off call
See document: Kick-off call
Definition: A kick-off call is the initial meeting between a service provider and the client at the start of a new project.
This call sets the stage for the project by aligning both parties on the project’s objectives, scope, timelines, roles, responsibilities, and expectations. It is a critical step in ensuring a successful project launch and fostering a collaborative working relationship.
Qualification call
See document: Qualification call
Definition: A qualification call is an initial conversation between a company representative and a potential customer (prospect) aimed at determining the prospect’s fit and readiness for the product or service being offered.
This call is a crucial step in the sales process, as it helps identify high-quality leads and ensures that sales efforts are focused on prospects who are most likely to convert into customers.
Residency
See document: Residency
Definition: Residency, in the context of professional services, refers to a long-term engagement where a service provider’s expert(s) work on-site or remotely with a client’s team for an extended period. The primary purpose of a residency is to provide ongoing support, knowledge transfer, and hands-on assistance to help the client achieve their strategic goals and operational objectives. This arrangement is particularly common in fields like IT, consulting, and engineering.
Scoping call
See document: Scoping call
Definition: A scoping call is a detailed conversation between a service provider and a potential client aimed at defining the scope, objectives, and requirements of a prospective project. This call helps both parties gain a clear understanding of what the project entails, including deliverables, timelines, resources, and constraints. It is a critical step in the pre-project phase to ensure alignment and set realistic expectations.
Statement of Work
See document: Statement of Work
Definition: A Statement of Work (SoW) is a formal document that outlines the specific tasks, deliverables, timelines, and responsibilities associated with a project.
It serves as a foundational agreement between the service provider and the client, detailing the work to be performed and the expectations of both parties.
Tender
See document: Tender
Definition: A tender is a formal invitation issued by an organisation inviting suppliers to submit bids for the supply of goods, services, or the execution of work. The tender process is commonly used in both the public and private sectors to ensure transparency, competitiveness, and fairness in the procurement process. The organization that issues the tender evaluates the submitted bids based on predefined criteria to select the most suitable supplier.
Time and Materials
See document: Time & Materials
Definition: Time and Materials (T&M) is a type of contract often used in professional services and project management.
In a T&M agreement, the client agrees to pay the service provider based on the actual time spent and materials used to complete the work.