<div>Thanks Elise.</div><div>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--</div><div><br></div><div>I would like to somehow capture the &quot;typical turn around time&quot; so that it can be used as a predictive indicator for how long these things take---to help with project planning.</div><div>I understand the length of time waiting for a response from a customer isn&#39;t indicative of staff&#39;s efforts. </div><div>Can we think of a way to capture the back and forth time and publish it, </div><div>without impacting your SLAs?</div><div><br></div><div>Thanks</div><div><br></div><div>Elaine </div><div><br></div><div><div class="gmail_quote"><div>On Fri, Mar 10, 2017 at 10:03 AM Elise Gerich &lt;<a href="mailto:elise.gerich@iana.org">elise.gerich@iana.org</a>&gt; wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Dear Colleagues,<br class="gmail_msg">
<br class="gmail_msg">
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.<br class="gmail_msg">
<br class="gmail_msg">
Best regards,<br class="gmail_msg">
--Elise<br class="gmail_msg">
<br class="gmail_msg">
-----Original Message-----<br class="gmail_msg">
From: Elise Gerich &lt;<a href="mailto:elise.gerich@iana.org" class="gmail_msg" target="_blank">elise.gerich@iana.org</a>&gt;<br class="gmail_msg">
Date: Thursday, March 9, 2017 at 7:52 PM<br class="gmail_msg">
To: &quot;<a href="mailto:icann-csc@iana.org" class="gmail_msg" target="_blank">icann-csc@iana.org</a>&quot; &lt;<a href="mailto:icann-csc@iana.org" class="gmail_msg" target="_blank">icann-csc@iana.org</a>&gt;<br class="gmail_msg">
Subject: PTI&#39;s February 2017 report to the CSC<br class="gmail_msg">
<br class="gmail_msg">
    Hello,<br class="gmail_msg">
<br class="gmail_msg">
        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.<br class="gmail_msg">
<br class="gmail_msg">
    Look forward to meeting with you all in Copenhagen next week.<br class="gmail_msg">
<br class="gmail_msg">
    Best regards,<br class="gmail_msg">
      --Elise<br class="gmail_msg">
<br class="gmail_msg">
    Elise Gerich<br class="gmail_msg">
    President | PTI<br class="gmail_msg">
    12025 Waterfront Drive | Suite 300<br class="gmail_msg">
    Los Angeles, CA 90094<br class="gmail_msg">
    +1-310-463-1108<br class="gmail_msg">
<br class="gmail_msg">
<br class="gmail_msg">
<br class="gmail_msg">
<br class="gmail_msg">
<br class="gmail_msg">
<br class="gmail_msg">
_______________________________________________<br class="gmail_msg">
ICANN-CSC mailing list<br class="gmail_msg">
<a href="mailto:ICANN-CSC@icann.org" class="gmail_msg" target="_blank">ICANN-CSC@icann.org</a><br class="gmail_msg">
<a href="https://mm.icann.org/mailman/listinfo/icann-csc" rel="noreferrer" class="gmail_msg" target="_blank">https://mm.icann.org/mailman/listinfo/icann-csc</a><br class="gmail_msg">
</blockquote></div></div><div dir="ltr">-- <br></div><div data-smartmail="gmail_signature"><div dir="ltr"><br style="color:rgb(0,0,0);font-family:Times;font-size:medium"><br style="color:rgb(0,0,0);font-family:Times;font-size:medium"><div style="min-width:960px;min-height:82px;line-height:18px;margin:6px 0px;padding:8px;border-top-width:1px;border-top-color:rgb(153,153,153);border-top-style:dotted;border-bottom-width:1px;border-bottom-color:rgb(153,153,153);border-bottom-style:dotted;font-family:&#39;Lucida Grande&#39;,Verdana,Arial,sans-serif;font-size:12px;color:rgb(153,153,153)"><a href="http://www.donuts.domains" title="donuts.domains" target="_blank"><img src="http://www.donuts.domains/images/D-99x124.png" alt="Donuts Inc." width="37" height="54" style="float:left;padding:2px 6px 0px 0px;border:none"></a><div style="padding:6px 0px 0px"><span style="font-size:14px"><strong style="color:rgb(51,51,51)">Elaine Pruis</strong>, Vice President, Operations</span><br><strong><a href="http://www.donuts.domains" title="donuts.domains" style="color:rgb(102,102,102);text-decoration:none;border-bottom-width:1px;border-bottom-color:rgb(204,204,204);border-bottom-style:dotted" target="_blank">Donuts Inc.</a></strong><br>10500 NE 8th Street, Suite 350, Bellevue Washington, 98004, U.S.A. | Telephone: 509.899.3161<br><a href="https://twitter.com/DonutsInc" target="_blank"><img src="http://www.donuts.domains/images/social_twitter_box_white_512.png" alt="Twitter" width="30" height="30" style="float:left;margin:2px 4px 0px 0px;border:none"></a><a href="https://www.facebook.com/donutstlds" target="_blank"><img src="http://www.donuts.domains/images/social_facebook_box_white_512.png" alt="Facebook" width="30" height="30" style="float:left;margin:2px 4px 0px 0px;border:none"></a><a href="http://www.linkedin.com/company/donuts-inc-" target="_blank"><img src="http://www.donuts.domains/images/social_linkedin_box_white_512.png" alt="Linked In" width="30" height="30" style="float:left;margin:2px 4px 0px 0px;border:none"></a></div><div style="clear:both"></div></div><br style="color:rgb(0,0,0);font-family:Times;font-size:medium"><br style="color:rgb(0,0,0);font-family:Times;font-size:medium"><span style="color:rgb(0,0,0);font-family:Times;font-size:medium"> </span><br></div></div>