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--></style></head><body bgcolor=white lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'>Hi Elaine,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'>Thanks for sharing that you have a couple of thoughts that you would like to discuss further in our upcoming meeting. These may fit nicely into the discussion about measurement enhancements and implementation an item in Byron’s draft agenda. Here is the list of discussion topics that I have collected from our teleconferences:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'><o:p> </o:p></span></p><p class=MsoNormal><b><u><span style='font-size:11.0pt;font-family:Calibri'>CSC Develeopment Discussion Items List </span></u></b><span style='font-size:11.0pt;font-family:Calibri'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'> <o:p></o:p></span></p><ol style='margin-top:0in' start=1 type=1><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt;font-family:Calibri'>Measurement of Calendar Days or Business Days<o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt;font-family:Calibri'>Clarification of measurements for Manual Lodgment Time<o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt;font-family:Calibri'>Measuring Technical Checks <o:p></o:p></span></li><ol style='margin-top:0in' start=1 type=1><li class=MsoNormal style='mso-list:l0 level2 lfo1'><span style='font-size:11.0pt;font-family:Calibri'>Concurrent instead of Sequential<o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level2 lfo1'><span style='font-size:11.0pt;font-family:Calibri'>Temporary proposal for reporting from both Limon and Jay (until the queuing issue is implemented)<o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level2 lfo1'><span style='font-size:11.0pt;font-family:Calibri'>Update on recent optimizations<o:p></o:p></span></li></ol></ol><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'>Your suggestion of a “predictive indicator” is an excellent addition to the list for discussion.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'>Thank you,<o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:10.5pt;font-family:Calibri;color:black'>--Elise</span></b><span style='font-size:11.0pt;font-family:Calibri'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:Calibri'><o:p> </o:p></span></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal style='margin-left:.5in'><b><span style='font-family:Calibri;color:black'>From: </span></b><span style='font-family:Calibri;color:black'>Elaine Pruis <elaine@donuts.email><br><b>Date: </b>Friday, March 10, 2017 at 7:19 PM<br><b>To: </b>Elise Gerich <elise.gerich@iana.org>, "icann-csc@iana.org" <icann-csc@iana.org><br><b>Subject: </b>[Ext] Re: [ICANN-CSC] PTI's February 2017 report to the CSC<o:p></o:p></span></p></div><div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>Thanks Elise.<o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>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--<o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>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.<o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>I understand the length of time waiting for a response from a customer isn't indicative of staff's efforts. <o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>Can we think of a way to capture the back and forth time and publish it, <o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>without impacting your SLAs?<o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>Thanks<o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'>Elaine <o:p></o:p></p></div><div><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p></div><div><div><div><p class=MsoNormal style='margin-left:.5in'>On Fri, Mar 10, 2017 at 10:03 AM Elise Gerich <<a href="mailto:elise.gerich@iana.org">elise.gerich@iana.org</a>> wrote:<o:p></o:p></p></div><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in'><p class=MsoNormal style='margin-left:.5in'>Dear Colleagues,<br><br>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><br>Best regards,<br>--Elise<br><br>-----Original Message-----<br>From: Elise Gerich <<a href="mailto:elise.gerich@iana.org" target="_blank">elise.gerich@iana.org</a>><br>Date: Thursday, March 9, 2017 at 7:52 PM<br>To: "<a href="mailto:icann-csc@iana.org" target="_blank">icann-csc@iana.org</a>" <<a href="mailto:icann-csc@iana.org" target="_blank">icann-csc@iana.org</a>><br>Subject: PTI's February 2017 report to the CSC<br><br> Hello,<br><br> 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><br> Look forward to meeting with you all in Copenhagen next week.<br><br> Best regards,<br> --Elise<br><br> Elise Gerich<br> President | PTI<br> 12025 Waterfront Drive | Suite 300<br> Los Angeles, CA 90094<br> +1-310-463-1108<br><br><br><br><br><br><br>_______________________________________________<br>ICANN-CSC mailing list<br><a href="mailto:ICANN-CSC@icann.org" target="_blank">ICANN-CSC@icann.org</a><br><a href="https://mm.icann.org/mailman/listinfo/icann-csc" target="_blank">https://mm.icann.org/mailman/listinfo/icann-csc</a><o:p></o:p></p></blockquote></div></div><div><p class=MsoNormal style='margin-left:.5in'>-- <o:p></o:p></p></div><div><div><p class=MsoNormal style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:.5in'><o:p> </o:p></p><div style='border-top:dotted #999999 1.0pt;border-left:none;border-bottom:dotted #999999 1.0pt;border-right:none;padding:6.0pt 0in 6.0pt 0in;margin-top:4.5pt;margin-bottom:4.5pt;min-width:960px;min-height:82px'><p class=MsoNormal style='margin-left:.5in;line-height:13.5pt'><span style='font-size:9.0pt;font-family:"Lucida Grande";color:#999999'><a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__www.donuts.domains&d=DwMFaQ&c=FmY1u3PJp6wrcrwll3mSVzgfkbPSS6sJms7xcl4I5cM&r=pXgd7rUFmOGPSaTcf3kROMV5Rt3fTXejagLVImG-D14&m=WquEnYsxv9QT3g1XulqMGqxMWCyv0MI8yOKzZ-P8PB4&s=qp6GMaqyNNsiPc1jUKd5Pbeevw_KosotphClQooLXyY&e=" target="_blank" title=donuts.domains><span style='text-decoration:none'><img border=0 width=37 height=54 id="_x0000_i1025" src="http://www.donuts.domains/images/D-99x124.png" alt="onuts Inc."></span>[donuts.domains]</a> <o:p></o:p></span></p><div><p class=MsoNormal style='margin-left:.5in;line-height:13.5pt'><strong><span style='font-size:10.5pt;font-family:"Lucida Grande";color:#333333'>Elaine Pruis</span></strong><span style='font-size:10.5pt;font-family:"Lucida Grande";color:#999999'>, Vice President, Operations</span><span style='font-size:9.0pt;font-family:"Lucida Grande";color:#999999'><br><strong><span style='font-family:"Lucida Grande"'><a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__www.donuts.domains&d=DwMFaQ&c=FmY1u3PJp6wrcrwll3mSVzgfkbPSS6sJms7xcl4I5cM&r=pXgd7rUFmOGPSaTcf3kROMV5Rt3fTXejagLVImG-D14&m=WquEnYsxv9QT3g1XulqMGqxMWCyv0MI8yOKzZ-P8PB4&s=qp6GMaqyNNsiPc1jUKd5Pbeevw_KosotphClQooLXyY&e=" target="_blank" title=donuts.domains><span style='color:#666666;text-decoration:none'>Donuts Inc.[donuts.domains]</span></a></span></strong><br>10500 NE 8th Street, Suite 350, Bellevue Washington, 98004, U.S.A. | Telephone: 509.899.3161<br><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__twitter.com_DonutsInc&d=DwMFaQ&c=FmY1u3PJp6wrcrwll3mSVzgfkbPSS6sJms7xcl4I5cM&r=pXgd7rUFmOGPSaTcf3kROMV5Rt3fTXejagLVImG-D14&m=WquEnYsxv9QT3g1XulqMGqxMWCyv0MI8yOKzZ-P8PB4&s=4RLxCVSw6UyA5MwOuQcnau4XVb6PSDRlx1N5Y74F674&e=" target="_blank"><span style='text-decoration:none'><img border=0 width=30 height=30 id="_x0000_i1026" src="http://www.donuts.domains/images/social_twitter_box_white_512.png" alt=witter></span>[twitter.com]</a><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__www.facebook.com_donutstlds&d=DwMFaQ&c=FmY1u3PJp6wrcrwll3mSVzgfkbPSS6sJms7xcl4I5cM&r=pXgd7rUFmOGPSaTcf3kROMV5Rt3fTXejagLVImG-D14&m=WquEnYsxv9QT3g1XulqMGqxMWCyv0MI8yOKzZ-P8PB4&s=d5_ab97SuaXIdKngKAXN93ENqMb0QujYCdlKBRumCzc&e=" target="_blank"><span style='text-decoration:none'><img border=0 width=30 height=30 id="_x0000_i1027" src="http://www.donuts.domains/images/social_facebook_box_white_512.png" alt=acebook></span>[facebook.com]</a><a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__www.linkedin.com_company_donuts-2Dinc-2D&d=DwMFaQ&c=FmY1u3PJp6wrcrwll3mSVzgfkbPSS6sJms7xcl4I5cM&r=pXgd7rUFmOGPSaTcf3kROMV5Rt3fTXejagLVImG-D14&m=WquEnYsxv9QT3g1XulqMGqxMWCyv0MI8yOKzZ-P8PB4&s=LsLvcTzkpS1eA0cAMEYhlKOi30vfQmzEkZcCrK9C6WM&e=" target="_blank"><span style='text-decoration:none'><img border=0 width=30 height=30 id="_x0000_i1028" src="http://www.donuts.domains/images/social_linkedin_box_white_512.png" alt="inked In"></span>[linkedin.com]</a><o:p></o:p></span></p></div></div><p class=MsoNormal style='margin-left:.5in'><span style='font-size:13.5pt;font-family:Times;color:black'><br><br> </span><o:p></o:p></p></div></div></div></body></html>