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Global Support (Customer Service) Performance Metrics Dashboard | July 2016 - June 2017

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 2017 2.8 92
May 2017 2.2 95
April 2017 2.2 95
March 2017 4.7 89
February 2017 3.7 89
January 2017 5.2 92
December 2016 4.4 90
November 2016 3.5 85
October 2016 2.1 90
September 2016 2.8 89
August 2016 7.4 89
July 2016 6.2 89
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 2017 5.4 91
May 2017 2.0 95
April 2017 4.2 90
March 2017 3.1 99
February 2017 6.7 96
January 2017 3.6 91
December 2016 4.9 95
November 2016 1.9 96
October 2016 2.1 98
September 2016 2.3 97
August 2016 7.5 93
July 2016 3.4 93
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 2017 97
May 2017 95
April 2017 95
March 2017 99
February 2017 95
January 2017 97
December 2016 99
November 2016 92
October 2016 93
September 2016 93
August 2016 93
July 2016 84

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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."