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<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Dear Bart,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Thanks for this. I’m generally satisfied with the proposed standardised language which I think is superior to the existing. I have one nagging doubt though as regards the “Satisfactory” text
which does not seem to anticipate or cater for more than one missed threshold. I know it’s been since April 2018 that we have had more than one but maybe the standardised language could still cater for this possibility. What about trying the April 2018 report
as an example?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;color:#2E3192;mso-fareast-language:EN-TT">Nigel Cassimire |
</span></b><span style="font-size:11.0pt;color:#2E3192;mso-fareast-language:EN-TT">Telecommunications Specialist<o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="color:#2E3192;mso-fareast-language:EN-TT">Caribbean
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<p class="MsoNormal"><span style="font-size:10.0pt;color:#2E3192;mso-fareast-language:EN-TT">4 Mary Street, St. Clair<b> |</b> Port of Spain<b> |</b> Trinidad and Tobago
<o:p></o:p></span></p>
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<b>| Fax:</b> (+1 868) 622-6523 Website: </span><a href="http://ctu.int/"><span style="font-size:10.0pt;mso-fareast-language:EN-TT">http://ctu.int</span></a><span style="font-size:10.0pt;color:#2E3192;mso-fareast-language:EN-TT"><o:p></o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt;mso-fareast-language:EN-TT">From:</span></b><span lang="EN-US" style="font-size:11.0pt;mso-fareast-language:EN-TT"> ICANN-CSC [mailto:icann-csc-bounces@icann.org]
<b>On Behalf Of </b>Bart Boswinkel<br>
<b>Sent:</b> Monday, May 11, 2020 12:06 PM<br>
<b>To:</b> ICANN-CSC@icann.org<br>
<b>Subject:</b> [ICANN-CSC] Proposed standard language qualification PTI Performance<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><b><span lang="EN-US">Proposed Update CSC Findings Qualifications “Excellent” and “Satisfactory”<o:p></o:p></span></b></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt">In 2016 the CSC and PTI agreed on standardized language to qualify the performance of PTI. Recently the CSC requested to clarify the qualification of PTI’s performance. The CSC and PTI recently
agreed to additionally include a reference in PTI’s monthly report to the number of Thresholds/SLAs PTI has met out of total number of Thresholds/SLA. At its April meeting the CSC agreed to include a reference in their monthly Findings of PTIs Performance
and change the standard language to that effect. Going forward, starting in May 2020 following generic language is proposed to designate the findings of the CSC of PTI’s performance. The changes are marked and the Original language is included below<o:p></o:p></span></p>
<p class="MsoNormalCxSpLast" style="margin-left:.75in;mso-add-space:auto;text-indent:-.25in;mso-list:l1 level1 lfo2">
<![if !supportLists]><span lang="EN-US" style="font-size:11.0pt;font-family:Symbol;background:yellow;mso-highlight:yellow"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><u><span style="font-size:11.0pt">Excellent</span></u><span style="font-size:11.0pt">- PTI</span><span lang="EN-US" style="font-size:11.0pt">’s performance over [MONTH] was 100%.
<span style="background:yellow;mso-highlight:yellow">PTI met all [insert number] of the currently defined thresholds over [MONTH]. The current list of thresholds is included in PTI’s performance report.<o:p></o:p></span></span></p>
<p class="MsoListParagraph" style="margin-left:.75in;mso-add-space:auto"><span lang="EN-US" style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left:.75in;mso-add-space:auto;text-indent:-.25in;mso-list:l1 level1 lfo2">
<![if !supportLists]><span lang="EN-US" style="font-size:11.0pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><u><span style="font-size:11.0pt">Satisfactory</span></u><span style="font-size:11.0pt">-
<span style="background:yellow;mso-highlight:yellow">PTI</span></span><span lang="EN-US" style="font-size:11.0pt;background:yellow;mso-highlight:yellow">’s performance over [MONTH] was [insert %].</span><span lang="EN-US" style="font-size:11.0pt">
<span style="background:yellow;mso-highlight:yellow">PTI</span></span><span style="font-size:11.0pt;background:yellow;mso-highlight:yellow"> met
</span><span lang="EN-US" style="font-size:11.0pt;background:yellow;mso-highlight:yellow">[insert number] of the currently defined [INSERT TOTAL NUMBER] thresholds.</span><span lang="EN-US" style="font-size:11.0pt"> M</span><span style="font-size:11.0pt">is</span><span lang="EN-US" style="font-size:11.0pt">sing
the threshold [INSERT NAME OF THRESHOLD] </span><span style="font-size:11.0pt">was satisfactorily explained and not an indication of a performance issue</span><span lang="EN-US" style="font-size:11.0pt">.
<span style="background:yellow;mso-highlight:yellow">[ADDITIONAL NOTE, Explaining]. The current list of thresholds is included in PTI’s performance report.</span>
<o:p></o:p></span></p>
<p class="MsoListParagraph"><u><span lang="EN-US" style="font-size:11.0pt"><o:p><span style="text-decoration:none"> </span></o:p></span></u></p>
<p class="MsoNormalCxSpFirst" style="margin-left:.75in;mso-add-space:auto;text-indent:-.25in;mso-list:l1 level1 lfo2">
<![if !supportLists]><span lang="EN-US" style="font-size:11.0pt;font-family:Symbol;background:yellow;mso-highlight:yellow"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><u><span lang="EN-US" style="font-size:11.0pt">Needs Improvement
</span></u><span lang="EN-US" style="font-size:11.0pt">- Performance needs improvement due to a) severe degradation in meeting the number of
<span style="background:yellow;mso-highlight:yellow">thresholds</span> from previous months, b) a trend in complaints that indicate a persistent issue to be resolved, or c) a negative trend in compliance to
<span style="background:yellow;mso-highlight:yellow">thresholds</span> over several months.
<span style="background:yellow;mso-highlight:yellow">The current list of thresholds is included in PTI’s performance report.<o:p></o:p></span></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt">Original Language<o:p></o:p></span></b></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="mso-list:l4 level1 lfo5"><u><span lang="EN-US" style="font-size:11.0pt">Excellent</span></u><span lang="EN-US" style="font-size:11.0pt"> - PTI met all service level agreements (100 %) for the month.</span><span style="font-size:11.0pt"><o:p></o:p></span></li></ul>
<p class="MsoNormal" style="margin-left:.5in;text-indent:-.25in;mso-list:l5 level1 lfo7">
<![if !supportLists]><span style="font-size:11.0pt;font-family:"Arial",sans-serif"><span style="mso-list:Ignore">•<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><u><span lang="EN-US" style="font-size:11.0pt">Satisfactory</span></u><span lang="EN-US" style="font-size:11.0pt"> - PTI met the service level agreement for [less than 100%] of defined metrics. Missed service level agreements
were satisfactorily explained and the CSC has determined that these exceptions were no cause for concern. No persistent problems were identified and no further action is needed.</span><span style="font-size:11.0pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in;text-indent:-.25in;mso-list:l5 level1 lfo7">
<![if !supportLists]><span style="font-size:11.0pt;font-family:"Arial",sans-serif"><span style="mso-list:Ignore">•<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><u><span lang="EN-US" style="font-size:11.0pt">Needs Improvement
</span></u><span lang="EN-US" style="font-size:11.0pt">- Performance needs improvement due to a) severe degradation in meeting SLAs from previous months, b) a trend in complaints that indicate a persistent issue to be resolved, and c) a negative trend in compliance
to SLAs over several months.</span><span style="font-size:11.0pt"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt">Applying the proposed qualification</span></b><span lang="EN-US" style="font-size:11.0pt"> Using the proposed language in recent CSC Findings report, they would:<o:p></o:p></span></p>
<p class="MsoNormalCxSpLast" style="margin-left:.75in;mso-add-space:auto;text-indent:-.25in;mso-list:l1 level1 lfo2">
<![if !supportLists]><span lang="EN-US" style="font-size:11.0pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><u><span style="font-size:11.0pt">Excellent</span></u><span style="font-size:11.0pt">- PTI</span><span lang="EN-US" style="font-size:11.0pt">’s performance over March 2020 was 100%. PTI met all [65] of the currently defined thresholds
over March 2020. The current list of thresholds is included in PTI’s performance report.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:.75in;mso-add-space:auto"><span lang="EN-US" style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormalCxSpFirst" style="margin-left:.75in;mso-add-space:auto;text-indent:-.25in;mso-list:l1 level1 lfo2">
<![if !supportLists]><span lang="EN-US" style="font-size:11.0pt;font-family:Symbol"><span style="mso-list:Ignore">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><u><span style="font-size:11.0pt">Satisfactory</span></u><span style="font-size:11.0pt">- PTI</span><span lang="EN-US" style="font-size:11.0pt">’s performance over January 2020 was 98.5%. PTI</span><span style="font-size:11.0pt">
met </span><span lang="EN-US" style="font-size:11.0pt">64 of the currently defined 65 thresholds. M</span><span style="font-size:11.0pt">iss</span><span lang="EN-US" style="font-size:11.0pt">ing the threshold
</span><span style="font-size:11.0pt">Validation and Reviews (ccTLD Creation/Transfer)</span><span lang="EN-US" style="font-size:11.0pt"> was satisfactory explained
</span><span style="font-size:11.0pt">and not an indication of a performance issue</span><span lang="EN-US" style="font-size:11.0pt">.</span><span style="font-size:11.0pt"> Th</span><span lang="EN-US" style="font-size:11.0pt">is threshold
</span><span style="font-size:11.0pt">is subject to a CSC recommendation to introduce new measurements to create a more meaningful performace measurement for this process.</span><span lang="EN-US" style="font-size:11.0pt"> The current list of thresholds is
included in PTI’s performance report.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt">Examples of Recent qualifications in CSC Findings of PTI Performance<o:p></o:p></span></b></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="mso-list:l4 level1 lfo5"><b><span lang="EN-US" style="font-size:11.0pt">Findings February 2020</span></b><span lang="EN-US" style="font-size:11.0pt">:
</span><span style="font-size:11.0pt">Excellent- PTI met the service level agreement at 100%
</span><span lang="EN-US" style="font-size:11.0pt">for</span><span style="font-size:11.0pt"> the month of February 2020.<o:p></o:p></span></li></ul>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="mso-list:l4 level1 lfo5"><b><span lang="EN-US" style="font-size:11.0pt">Findings January 2020</span></b><span lang="EN-US" style="font-size:11.0pt">:
</span><span style="font-size:11.0pt">Satisfactory- PTI met the service level agreement at 98.5% for the month of January 2020.<o:p></o:p></span></li></ul>
<p class="MsoListParagraphCxSpFirst"><span style="font-size:11.0pt">Validation and Reviews (ccTLD Creation/Transfer): This missed service level is subject to a CSC recommendation to introduce new measurements to create a more meaningful performace measurement
for this process.<o:p></o:p></span></p>
<p class="MsoListParagraphCxSpLast"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="mso-list:l4 level1 lfo5"><u><span lang="EN-US" style="font-size:11.0pt">Needs Improvement
</span></u><span lang="EN-US" style="font-size:11.0pt">– No example. Has never been used to date.
</span><span style="font-size:11.0pt"><o:p></o:p></span></li></ul>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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