> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aciona.me/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> aciona.me terms, in plain language and in technical contracts.

<AccordionGroup>
  <Accordion title="Incident" icon="siren">
    aciona.me's unit of work: something that needs a person's attention. It is born from an alert and has severity, status, an owner and a timeline.

    In Brazilian Portuguese the customer-facing term is *acionamento*. In technical contracts — routes, payload fields, enums — it is always `incident`.
  </Accordion>

  <Accordion title="ACK (acknowledgement)" icon="circle-check">
    The action of recording "I'm looking at this". Stops automatic escalation without resolving the incident.
  </Accordion>

  <Accordion title="Alert" icon="bell-ring">
    The raw event coming from the monitoring tool, with the original payload preserved. It can create an incident, be aggregated into an existing one, or resolve it.
  </Accordion>

  <Accordion title="Aggregation (deduplication)" icon="layers">
    Attaching a new alert to an already-open incident from the same origin, instead of creating a duplicate.
  </Accordion>

  <Accordion title="Auto-resolution" icon="check-check">
    Automatic resolution of an incident when the originating tool sends the recovery event for the same alert.
  </Accordion>

  <Accordion title="On-call schedule" icon="calendar-clock">
    The definition of who is on call at each moment for a team: ordered participants, rotation type, timezone and rotation start.
  </Accordion>

  <Accordion title="Escalation" icon="arrow-up-right">
    Automatic hand-off of the incident to the next target when nobody acknowledges within the timeout.
  </Accordion>

  <Accordion title="Escalation exhausted" icon="octagon-alert">
    The situation where escalation has no next target. The event is recorded and the organization owners are notified.
  </Accordion>

  <Accordion title="Fallback" icon="user-x">
    The notice sent to owners when no responder could be resolved for an incident.
  </Accordion>

  <Accordion title="Alert source" icon="webhook">
    An external tool's entry point, with its own URL and token. Defines which organization owns the alert and how the payload is interpreted.
  </Accordion>

  <Accordion title="Correlation identifier" icon="link">
    The stable field sent by the tool that lets aciona.me match a trigger with the recovery of the same problem. It varies per tool — `fingerprint`, `issueId`, `triggerId`, `alarmArn`, `alert_cycle_key`.
  </Accordion>

  <Accordion title="MTTA" icon="timer">
    *Mean Time To Acknowledge* — average time between incident creation and the first acknowledgement.
  </Accordion>

  <Accordion title="MTTR" icon="timer-reset">
    *Mean Time To Resolve* — average time between incident creation and its resolution.
  </Accordion>

  <Accordion title="Organization" icon="building">
    The company's isolated space. Holds teams, services, schedules, alert sources and incidents.
  </Accordion>

  <Accordion title="Root organization (tenant)" icon="git-branch">
    The top organization in the hierarchy. It holds the plan, the subscription and the usage counters shared with its children.
  </Accordion>

  <Accordion title="On-call person (responder)" icon="user-round-check">
    The person the schedule points at when the alert arrives.
  </Accordion>

  <Accordion title="Service" icon="server">
    What is monitored. It has a responsible team and a default severity, and is the link between an alert and human responsibility.
  </Accordion>

  <Accordion title="Severity" icon="gauge">
    The incident's criticality: `critical`, `high`, `warning` or `info`.
  </Accordion>

  <Accordion title="Override" icon="user-round-cog">
    A temporary swap of the on-call person within a window, without changing the permanent rotation.
  </Accordion>

  <Accordion title="Team" icon="users">
    The group of people responsible for a set of services. Connects services to on-call schedules.
  </Accordion>
</AccordionGroup>