About Support Level II support reply data:

• A reply is a message sent by a Unidata staff member to the user(s) in response to a question asked.
• A single ticket in eSupport can have one or more replies.
• A single reply may be sent to more than one user (e.g., someone is CCed, etc.).
• One or more institutions, countries/states, affiliation types may be represented by a single reply since the reply can be sent to more than one user.
• Support reply data mined from eSupport database (eSupport implemented on January 11, 2006).
• Support reply data does NOT show the number of tickets created in eSupport.
• Support reply data does NOT contain data involving other methods of support, including: mailinglists, etc.