Definitions Table

all the current definitions of terms related to Service Task Request management are listed in the table below.

Term Definition
Service Domain

A “Service Domain” is a subset of an industry-accepted area of expertise or practice within the professional area of expertise of Project Management within the broader area of Information Technology and Software Development.

Although terminology for Service Domains may vary from industry to industry and geographic area to geographic area, the definition of “Service Domain” is as close to common understandings of such domains as possible, given prevailing industry knowledge and expectations.

Tiligent reserves the absolute discretion to define a service domain for the purposes of providing services and materials that are made available via its web site.  Specifically, Tiligent will not accept a definition of a Service Domain from some other source as a binding reason to provide services or materials outside those specified by Tiligent.

Service Task A “Service Task” for is a measurement of work output for the particular Service Domain, taking into account reasonable expectations about the level of skill required, technology or process area, and industry standards of quality and excellence.  A Service Task represents a set of work output developed by Tiligent in response to a Service Task Request received at a particular time, and returned in as a single set of work products at a later time.
Service Task Completion Time The “Service Task Completion Time” is defined as the time taken from the time that a Service Task is assigned to a Tiligent Consultant until the time that the Tiligent Consultant delivers the work output resulting from the Service Task to the client (You).
Service Task Request

A “Service Task Request” is an electronic request for Tiligent to perform a Service Task within the scope of a service product.

Service Task Requests are submitted in limited number of methods which will be specified in the Service Definition for your service.  Tiligent reserves its right to accept Service Requests only via the designated methods.  Service Task Requests must be complete, clear and include all information and artifacts that are necessary to enable a Tiligent Consultant to complete the Service Task.

Service Task Requests or Revisions of a Service Task Request will not be assigned if they unclear, vague or missing required assets and information.

Service Task Request Review A “Service Task Review” is a quality review performed after receipt of a Service Task Request by the Tiligent web site. The Service Task Review is performed by a senior Tiligent consultant to ensure that the Service Task Request is clear, precise, and complete with required assets and information, and is a legitimate Service Task that can be performed within the Service Definition and these Terms and Conditions of Use.
Service Task Period

The “Service Task Period” is a period of time within which there is an expectation that a Service Task will be completed.

A Service Task is generally designed so that it can be assigned and completed within 24 elapsed hours of assignment, but this is a target elapsed time.

The amount of work that Tiligent Consultants are able to accomplish when performing a Service Task depends on the complexity and total volume of your Service Task Requests under any service, and other prevailing conditions at the time the Service Task Request is submitted.   The “Service Task Period” for most Service Tasks is expected to be 24 hours, but this will vary with each service product and each Service Task Request.

Service Task Workload

The “Service Task Workload” is the maximum amount of actual Consultant work time that will be expended by the Tiligent consultant on that task.

The Service Task Workload is measured in individual person-hours. The Service Task Workload will be specified in each Service Product Definition.  Tiligent can waive this maximum “Service Task Workload” at its own discretion.  As a guide, a typical “Service Task Workload” for a Service Request is between 30 minutes and 60 minutes. The actual elapsed time taken, and actual work time used, to complete the Service Task may vary due to the nature of our business as ultimately determined by Tiligent staff.  We will make every attempt to deliver a Service Task according to your timelines, however there is no guarantee.

Service Task Queue

Service Task Requests arriving from all service subscribers are placed in a sequential queue when they are submitted, and processed in arrival order.  Tiligent cannot predict the service demands that may occur at any given time in the future.

If you submit Multiple Service Task Requests they will be placed on this queue as they are received and there is no guarantee that any particular set of Service Task Requests will be processed in any given sequence.

Please contact our sales team if you have a requirement for particular processing sequences, processing speeds or any other combination of service attributes.

Service Task Concurrency

“Service Task Concurrency” occurs when one or more Service Task Requests are submitted while there is an in-progress Service Task for your subscription account.  This is a normal account state, but how Tiligent responds to this account state depends on a number of factors.  When Service Task Concurrency occurs, any new Service Task Request can be commenced if and only if the Service Task Concurrency Limit has not been exceeded for this subscribed service.

Service Task Requests that cannot be commenced at any given time due to exceeding the Service Task Concurrency Limit will be queued in the Service Task Queue, in the order in which they are received.

Service Task Concurrency occurs immediately if you submit multiple Service Task Requests at one time, or immediately after each other.
At the end of each Service Task Period, if there are queued Service Task Requests remaining, then we will communicate with you to identify which outstanding Service Task Request is the next one to start work on.
In the case of queued task requests, the timeline expectation for assignment and completion is measured from the actual commencement of the Service Task, not from the time that the Service Task Request was submitted or the Service Task Request Review was completed.

Service Task Concurrency Limit

The Service Task Concurrency Limit is the maximum number of Service Tasks that can be in progress at any given time, within the Service Period of the Service Task that was commenced first.

Each service will include a maximum number of parallel, or concurrent, Service Tasks that can be in progress at any one time.

The Service Task Concurrency Limit is defined in the Service Product Definition for each service.

Each service account may only have the number of open advisory task requests that is contained in the paid plan, with the most basic plan starting with one concurrent Service Task to be in progress at any given time.

Service Product Definition The Service Definition is a document available on the Tiligent web site which specifies the details of each service that you have subscribed to and provides the values of all terms and conditions referred to in this Terms and Conditions of Use.