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Glossary
SupportHub's terms, and the Microsoft licensing abbreviations you'll see in answers.
SupportHub terms
| Term | Meaning |
|---|---|
| Maya | SupportHub's licensing assistant |
| Onyx Q&A | The team of Onyx licensing specialists behind Maya |
| Cite or abstain | Maya's rule: every factual claim is cited, or she doesn't make it |
| Sources | The documents an answer relied on, listed under it |
| Hand-off | When Maya can't verify an answer and passes the question to Onyx Q&A |
| Flag | Asking a specialist to check an answer (🚩) |
| Ticket | A flagged question, tracked in Flagged until you close it |
| With the QA team | A flagged question waiting on a specialist |
| Resolved and closed | Answered and finished — comment or Reopen to send it back |
| Closed | Looked at and closed without a written reply |
| Reopened | A ticket you sent back to the QA team for another look |
| Bookmark | A saved copy of an answer, kept even if the conversation is deleted |
| Confidence | How well an answer is supported by its sources — High, Medium or Low |
| Widget | A Maya chat launcher on a partner's or customer's own website |
| Onyx Platform | Where your Onyx account, profile and organisation are managed |
Licensing abbreviations
| Abbreviation | Stands for |
|---|---|
| CAL | Client Access Licence |
| CSP | Cloud Solution Provider |
| EA | Enterprise Agreement |
| EAS | Enterprise Agreement Subscription |
| MCA-E | Microsoft Customer Agreement for Enterprise |
| MPSA | Microsoft Products and Services Agreement |
| NCE | New Commerce Experience |
| SA | Software Assurance |
| SKU | Stock Keeping Unit — a specific product or plan |
| VLSC | Volume Licensing Service Center |