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%

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

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

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