The document contains performance metrics for IBM/GS L1 and L2 support over several months: - It shows the number of issues created, closed, and reworked each month as well as the percentage where the service level agreement was met or not met. - The average resolution time of issues decreased from over 200 hours in late 2008 to under 100 hours by mid-2009. - As of September 24, 2009 there were 16 open issues aging from less than 1 week to over 2 months.

1. IBM/GS Performance L1 & L2 - Beacon
350
350
318 322
Closed
Created
300
271
259
252
250 235 2
305 304
1
301
SLA Not
Met
229
218
275
264
271
3
252
242
300
250
217 221
SLA
Met
200
200
Created
Closed
322
150
259
250
221
218
100
268
303
150
275
SLA NOTMET
242
Rework
50
RE-WORK
100
50
1
1
2
0
0
Jan '09 Feb '09 Mar '09 Apr '09 May '09 June '09 July '09 Aug '09 Sep '09
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© Copyright IBM Corporation 2007
© 2009 IBM Corporation

2. Average Resolution Time (2008 – 09)
Average Resolution Time
250
Average Resolution
200
150
Very low
100
50
0
Oct '08
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Nov '08
Dec '08
Jan '09
Feb '09
Mar '09
Apr '09 May '09
Jun '09
Jul '09
Aug '09
Sep '09
© Copyright IBM Corporation 2007
© 2009 IBM Corporation

3. BEACON HD
20
18
16
14
12
10
8
6
4
2
0
Aging as on 24 Sep 2009
LCoE L3
L2 IBM/GS
L1 IBM/GS
7
5
< 1 wk
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1
3
1 wk
3
1
2 wk
3 wk
4 wk
1
1 Month
2 Month
© Copyright IBM Corporation 2007
© 2009 IBM Corporation