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%

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

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

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