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%

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

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

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