[ICANN-CSC] PTI's February 2017 report to the CSC

[Elaine Pruis]

Thanks Elise.
Some thoughts about clarification taking time that pushes your team up
against (or over) the SLA that I would like to discuss in our meeting in
CPH--

I would like to somehow capture the "typical turn around time" so that it
can be used as a predictive indicator for how long these things take---to
help with project planning.
I understand the length of time waiting for a response from a customer
isn't indicative of staff's efforts.
Can we think of a way to capture the back and forth time and publish it,
without impacting your SLAs?

Thanks

Elaine

On Fri, Mar 10, 2017 at 10:03 AM Elise Gerich <elise.gerich at iana.org> wrote:

> Dear Colleagues,
>
> Well, in our rush to get the report to you early, we overlooked a
> discrepancy with the text describing the exceptions.  Please accept this
> updated version of PTI’s report to the CSC for the month of February 2017.
> PTI met the overall service level agreement 97.6% of the time and the
> exceptions for targets missed are described in the related narrative within
> this updated report.
>
> Best regards,
> --Elise
>
> -----Original Message-----
> From: Elise Gerich <elise.gerich at iana.org>
> Date: Thursday, March 9, 2017 at 7:52 PM
> To: "icann-csc at iana.org" <icann-csc at iana.org>
> Subject: PTI's February 2017 report to the CSC
>
>     Hello,
>
>         Attached is the performance report from PTI for the month of
> January 2017.  PTI met the overall service level agreement 97.6% of the
> time and the exceptions for targets missed are described in the related
> narrative within the report.
>
>     Look forward to meeting with you all in Copenhagen next week.
>
>     Best regards,
>       --Elise
>
>     Elise Gerich
>     President | PTI
>     12025 Waterfront Drive | Suite 300
>     Los Angeles, CA 90094
>     +1-310-463-1108
>
>
>
>
>
>
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