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Global Support (Customer Service) Performance Metrics Dashboard | July 2017 - June 2018

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 2018 1.8 95
May 2018 1.4 96
April 2018 1.3 96
March 2018 1.2 96
February 2018 1.7 94
January 2018 1.7 96
December 2017 2.5 89
November 2017 1.2 94
October 2017 5.4 91
September 2017 1.7 89
August 2017 3.6 92
July 2017 3.6 95
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 2018 1.7 96
May 2018 1.2 96
April 2018 1.0 98
March 2018 1.1 96
February 2018 1.7 96
January 2018 1.5 95
December 2017 1.5 95
November 2017 1.5 95
October 2017 2.9 93
September 2017 2.9 97
August 2017 4.4 96
July 2017 6.3 80
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 2018 97
May 2018 97
April 2018 97
March 2018 94
February 2018 98
January 2018 98
December 2017 96
November 2017 97
October 2017 90
September 2017 97
August 2017 93
July 2017 96

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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."