I've just wrote an UAT script specifying all of the use cases step by step (quite standard). However the customer is asking us for a UAT protocol and we have no clue on what he means by that. Anyone can explain and/or provide some kind of template or what sections this document should contain? Thanks a lot!
When a customer asks you for something using words that you don't understand, you must ask for clarification.
I'm guessing that the customer wants to understand how the whole UAT process will work - who does what, how, and when. But that's just a guess.
The term "UAT Protocol" could mean anything to this particular customer. Guessing and hoping for the best just doesn't make sense. Be honest and ask for an explanation so as to best meet the customer's needs.