Glossary of Terms

This article explains each term used in the Atera UI Portal.

Term

Description

Customers

A customer record in Atera. The record holds a list of:

contacts
devices
contracts
last tickets
passwords
attachments

Site

A site record in Atera. The record holds a list of:

users
devices
last tickets
passwords
attachments

Contacts

A contact record in Atera is attached to a customer. The record holds contact details about the person. You can also designate a main contact at an end customer:

full name
email
portal login details
passwords and associated agent

User

A user record in Atera is attached to a site. The record holds user details about the person. You can also designate a main user at an end site:

full name
email
portal login details
passwords and associated agent

Devices

A device monitored by the Atera system.

Device Types

Agents (Workstation / Server)

SNMP

HTTP

Generic device

TCP Device

Example Devices

Printer

Firewall

Router

Alerts

When a Device monitored by the system reaches a threshold, a notification from an Atera agent (service) that is installed on the Microsoft operating system is generated.

There are two sources of notifications:

Alert notification is registered based on default or user-configured threshold monitoring items such as CPU, Memory, or Hard disk
Alert notification is registered from additional Device types or from a non Agent service.

Tickets

An Atera helpdesk ticket can be:

Created manually by a technician
Created by an end-user with the hotkey combination of CTRL+F12,
Created by an end-user who sends an email to support
Created by an Alert
Created on the customer portal
Created on the service portal

Technicians

Technicians refer to the users of the Atera UI

Each technician has their own set of roles that determines what system access they have.

How can we help?

Common topics:

MSP

IT Department