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Global Support (Customer Service) Performance Metrics Dashboard | July 2014 - June 2015

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 (Global Support) 60%

 

Metrics #1: Number of days to last response

Month Average number of days to
last response		 Percentage within SLT
(< 7 days)
June 2015 7.3 97
May 2015 6.85 74
April 2015 6.26 72
March 2015 4.56 76
February 2015 8.59 63
January 2015 7.5 69
December 2014 5.53 75
November 2014 2.65 75
October 2014 4.85 64
September 2014 4.95 61
August 2014 8.31 56
July 2014 13.01 NA
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 2015 3.99 91
May 2015 7.49 84
April 2015 7.26 80
March 2015 7.57 86
February 2015 10.53 81
January 2015 5.6 84
December 2014 7.11 80
November 2014 6.77 85
October 2014 8.82 66
September 2014 10.18 74
August 2014 10.41 47
July 2014 7.89 38
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 within SLT (60%)
June 2015 85
May 2015 75
April 2015 67
March 2015 64
February 2015 70
January 2015 75
December 2014 75
November 2014 68
October 2014 39
September 2014 59
August 2014 49
July 2014 47

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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."