Skip to main content
Resources

Global Support (Customer Service) Performance Metrics Dashboard

No List of Metrics Service Level Targets (SLTs)
1 Number of days to last response Less than 7 calendar days
2 Number of days to case closure Less than 7 calendar days
3 Percentage of cases resolved by Tier 1 (Customer Service) 60%

 

Metrics #1: Number of days to last response

Month Average number of days to
last response		 Percentage within SLT
(< 7 days)
June 2020 1.2 97
May 2020 1.8 96
April 2020 1.8 95
March 2020 1.3 97
February 2020 2.1 95
January 2020 1.0 95
December 2019 2.3 95
November 2019 3.7 85
October 2019 2.4 97
September 2019 1.1 97
August 2019 1.3 95
July 2019 1.7 96
Bar Graph of Metrics #1: Number of days to last response

 

Metrics #2: Number of days to case closure

Month Average number of days to
case closure		 Percentage within SLT
(< 7 days)
June 2020 1.1 97
May 2020 1.5 97
April 2020 1.4 96
March 2020 1.1 97
February 2020 2.0 95
January 2020 2.0 95
December 2019 1.8 96
November 2019 3.7 84
October 2019 0.9 98
September 2019 1.0 97
August 2019 1.3 96
July 2019 1.7 96
Bar Graph of Metrics #2: Number of days to case closure

 

Metrics #3: Percentage of cases resolved by Tier 1 (Global Support)

Month Percentage of cases resolved by
Tier 1 (60% SLT)
June 2020 97
May 2020 96
April 2020 96
March 2020 96
February 2020 96
January 2020 96
December 2019 96
November 2019 96
October 2019 96
September 2019 96
August 2019 93
July 2019 93

A note about our terms of service:

We have updated our electronic terms of service to provide greater transparency and align with laws applicable to us. Learn more.

This site uses cookies to deliver an efficient user experience and to help us see how the site is used. Learn more.OK

Domain Name System
Internationalized Domain Name ,IDN,"IDNs are domain names that include characters used in the local representation of languages that are not written with the twenty-six letters of the basic Latin alphabet ""a-z"". An IDN can contain Latin letters with diacritical marks, as required by many European languages, or may consist of characters from non-Latin scripts such as Arabic or Chinese. Many languages also use other types of digits than the European ""0-9"". The basic Latin alphabet together with the European-Arabic digits are, for the purpose of domain names, termed ""ASCII characters"" (ASCII = American Standard Code for Information Interchange). These are also included in the broader range of ""Unicode characters"" that provides the basis for IDNs. The ""hostname rule"" requires that all domain names of the type under consideration here are stored in the DNS using only the ASCII characters listed above, with the one further addition of the hyphen ""-"". The Unicode form of an IDN therefore requires special encoding before it is entered into the DNS. The following terminology is used when distinguishing between these forms: A domain name consists of a series of ""labels"" (separated by ""dots""). The ASCII form of an IDN label is termed an ""A-label"". All operations defined in the DNS protocol use A-labels exclusively. The Unicode form, which a user expects to be displayed, is termed a ""U-label"". The difference may be illustrated with the Hindi word for ""test"" — परीका — appearing here as a U-label would (in the Devanagari script). A special form of ""ASCII compatible encoding"" (abbreviated ACE) is applied to this to produce the corresponding A-label: xn--11b5bs1di. A domain name that only includes ASCII letters, digits, and hyphens is termed an ""LDH label"". Although the definitions of A-labels and LDH-labels overlap, a name consisting exclusively of LDH labels, such as""icann.org"" is not an IDN."