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Global Support (Customer Service) Performance Metrics Dashboard | July 2015 - June 2016

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 2016 3.4 89
May 2016 3.17 87
April 2016 3.38 90
March 2016 5 91
February 2016 8.43 92
January 2016 8.57 93
December 2015 8.98 93
November 2015 8.02 90
October 2015 7.44 94
September 2015 6.83 89
August 2015 5.67 89
July 2015 5.4 97

Metrics #2: Number of days to case closure

Month Average number of days to
case closure		 Percentage within SLT
(< 7 days)
June 2016 2.0 91
May 2016 4.12 91
April 2016 4.45 95
March 2016 2.71 91
February 2016 6.92 92
January 2016 8.29 96
December 2015 5.57 86
November 2015 8 92
October 2015 6.95 92
September 2015 4.95 90
August 2015 6.03 91
July 2015 3.66 96

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

Month Percentage of cases resolved by
Tier 1 within SLT (60%)
June 2016 88
May 2016 90
April 2016 89
March 2016 91
February 2016 92
January 2016 90
December 2015 80
November 2015 85
October 2015 85
September 2015 83
August 2015 81
July 2015 78

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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."