6.3.1 Number of Problem Reports (NPR)
6.3.1.1 Counting Rules
a) Only customer-originated problem reports shall be counted.
由客户引发的问题报告必须计算在内。
b) Problem reports where the reported problem cannot be duplicated during subsequent investigations shall be counted.
当报告的问题不能在后续的调查中被重复，此问题报告必须被计算。
c) Identical problem reports: Multiple reports of the same occurrence of the same problem at the same location at the same time shall be counted as one problem report, that is, a single event is only counted once.
同一问题报告：同一时间，同一地点，同样发生的同一问题的多个报告必须作为一个问题报告计算一次。
d) Duplicate problem reports: Problem reports of the same problem that occurred either at a different customer location or at a different time shall each be counted as separate problem reports.
重复问题报告：在不同顾客场地或者在不同时间发生的同样问题必须分开计算。
e) Multiple problems recorded on the same problem report, as in a problem report form or screen, shall be counted separately, unless in the customer’s review, these problems are all related to the same manifestation of failure experienced by the customer.
在同一个问题报告记录的多个问题(如在问题报告表或屏幕中)必须分开计算，除非客户认为是相同的故障表现。
f) Problem reports are counted in the month they are received and only in the month they are received.
问题报告只计算在接收问题的那个月中。
g) All problems associated with generally available product shall be counted.
有关商用期产品的所有问题必须被计算。
h) Problem reports received during or after product delivery shall be counted.
产品交付时或交付后收到的问题报告必须被计算。
i) Problem reports for these products are not reported by severity.
问题报告不分严重级别。
6.3.1.2 Counting Rule Exclusions
a) A problem report determined to represent an information request (IR), which need not be documented by the customer to the organization.
一个问题报告经顾客给组织被确认以表示一个“信息需求”的，此“信息需求”不需要文件化。
b) A problem report determined to be a feature request by agreement between the organization and customer.
一个问题报告经组织与客户协议被确认为特色要求的。
c) A problem report related to use of the product in a manner not defined in the specification of the product by agreement between the organization and customer.
经组织与客户协议，一个问题报告与产品使用有关，并在某种意义上没有定义在产品说明书上的。
d) Customer reports of routine events where there is no customer expectation of investigation and corrective or preventive action by the organization, such as
例行事件的顾客报告，排除的前提是顾客没有要求组织调查和采取纠正或预防措施，例如
― Expected maintenance 预期的维护
― Return of field replaceable units, and associated documentation, such as Returned Material Authorization (RMA) 可替换单元的退回和指定的文件，如 RMA
― Software upgrades 软件升级
― Technical assistance unrelated to a product or process defect. 与产品或过程缺陷无关的技术支持。
Note: In certain situations a routine event may still result in the generation of a problem report (e.g. a customer requesting further investigation for an RMA due to excessive returns
注：在某些情况下一个例行事件可能导致一批问题报告。例如：针对一个RMA由于过多的退回顾客要求进一步调查。
e) Reports of outages received after their occurrence without the request from the customer for investigation, such as reports from the standard outage template system (SOTS
中断发生后没有顾客调查要求的报告，例如SOTS报告。
f) Engineering complaints submitted by the customer that the customer requests be handle in accordance with GR-230-CORE.
按客户的要求依据GR-230-CORE处理顾客提交的工程投诉。
g) Problem reports received from indirect customers unless forwarded by a direct customer.
接收由间接顾客提供的报告，除非是由直接顾客转交。
h) A problem report attributable to a customer procedural error or one associated with providing support for resolving issues caused by customer provided third party product(s
问题报告由顾客程序上的错误引起或者由于支持解决问题时由顾客提供的第三方产品引起的。
6.3.1.3 Calculation Formulas
NPR4=Np4/NPRs
NPR4: Problem reports per NU.
Np4: Number of problem reports in the calculation period.
NPRs: Normalization factor, the total Normalization Unit (NU
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6.3.1 Number of Problem Reports (NPR)
6.3.1.1 Counting Rules
a) Only customer-originated problem reports shall be counted.
由客户引发的问题报告必须计算在内。
b) Problem reports where the reported problem cannot be duplicated during subsequent investigations shall be counted.
当报告的问题不能在后续的调查中被重复，此问题报告必须被计算。
c) Identical problem reports: Multiple reports of the same occurrence of the same problem at the same location at the same time shall be counted as one problem report, that is, a single event is only counted once.
同一问题报告：同一时间，同一地点，同样发生的同一问题的多个报告必须作为一个问题报告计算一次。
d) Duplicate problem reports: Problem reports of the same problem that occurred either at a different customer location or at a different time shall each be counted as separate problem reports.
重复问题报告：在不同顾客场地或者在不同时间发生的同样问题必须分开计算。
e) Multiple problems recorded on the same problem report, as in a problem report form or screen, shall be counted separately, unless in the customer’s review, these problems are all related to the same manifestation of failure experienced by the customer.
在同一个问题报告记录的多个问题(如在问题报告表或屏幕中)必须分开计算，除非客户认为是相同的故障表现。
f) Problem reports are counted in the month they are received and only in the month they are received.
问题报告只计算在接收问题的那个月中。
g) All problems associated with generally available product shall be counted.
有关商用期产品的所有问题必须被计算。
h) Problem reports received during or after product delivery shall be counted.
产品交付时或交付后收到的问题报告必须被计算。
i) Problem reports for these products are not reported by severity.
问题报告不分严重级别。
6.3.1.2 Counting Rule Exclusions
a) A problem report determined to represent an information request (IR), which need not be documented by the customer to the organization.
一个问题报告经顾客给组织被确认以表示一个“信息需求”的，此“信息需求”不需要文件化。
b) A problem report determined to be a feature request by agreement between the organization and customer.
一个问题报告经组织与客户协议被确认为特色要求的。
c) A problem report related to use of the product in a manner not defined in the specification of the product by agreement between the organization and customer.
经组织与客户协议，一个问题报告与产品使用有关，并在某种意义上没有定义在产品说明书上的。
d) Customer reports of routine events where there is no customer expectation of investigation and corrective or preventive action by the organization, such as
例行事件的顾客报告，排除的前提是顾客没有要求组织调查和采取纠正或预防措施，例如
― Expected maintenance 预期的维护
― Return of field replaceable units, and associated documentation, such as Returned Material Authorization (RMA) 可替换单元的退回和指定的文件，如 RMA
― Software upgrades 软件升级
― Technical assistance unrelated to a product or process defect. 与产品或过程缺陷无关的技术支持。
Note: In certain situations a routine event may still result in the generation of a problem report (e.g. a customer requesting further investigation for an RMA due to excessive returns
注：在某些情况下一个例行事件可能导致一批问题报告。例如：针对一个RMA由于过多的退回顾客要求进一步调查。
e) Reports of outages received after their occurrence without the request from the customer for investigation, such as reports from the standard outage template system (SOTS
中断发生后没有顾客调查要求的报告，例如SOTS报告。
f) Engineering complaints submitted by the customer that the customer requests be handle in accordance with GR-230-CORE.
按客户的要求依据GR-230-CORE处理顾客提交的工程投诉。
g) Problem reports received from indirect customers unless forwarded by a direct customer.
接收由间接顾客提供的报告，除非是由直接顾客转交。
h) A problem report attributable to a customer procedural error or one associated with providing support for resolving issues caused by customer provided third party product(s
问题报告由顾客程序上的错误引起或者由于支持解决问题时由顾客提供的第三方产品引起的。
6.3.1.3 Calculation Formulas
NPR4=Np4/NPRs
NPR4: Problem reports per NU.
Np4: Number of problem reports in the calculation period.
NPRs: Normalization factor, the total Normalization Unit (NU