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%

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

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

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