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Transcript

Recording

The Adobe Connect recording is available here:   https://icann.adobeconnect.com/p3vcz6eysfp/

The audio recording is available here:  

Proposed Agenda:

Notes

Notes DT M - 31/3 

Brief overview of current escalation procedures for IANA (specifically relating to naming):

• Escalation process is available to anyone that has issues to raise, not only direct customers
• Requestor submits email to dedicated address (escalation@iana.org). This email goes to the IANA customer service and open a ticket. Email is acknowledged within 1 business days and a response is provided in within 2 business days by IANA specialist. 
• If issue is not resolved, issue is escalated by the IANA specialist to next level which is the function liaison (for example, for numbers it would be Naella, for names it is Kim Davies).
• If issue is not resolved, issue is escalated to IANA's programs manager, currently Elise Gerich
• If issue is not resolved, it is escalated to CEO/ President
• If issue is not resolved, the requestor can go the ombudsman and initiate a process (information is also available on the IANA web-site)
• Phone interaction is possible as part of the process.

Note, very few escalations have come through the system to date.

Note, some requestors may skip steps and directly approach one of the people in the chain or go directly to the ombudsman.

Question: what resolution can the ombudsman bring to the process? Ombudman would likely play a mediating role. (note, no known IANA cases that involve the ombudsman to date)

IANA Staff currently documenting issues that are raised informally so that these can be tracked through the escalation mechanism as well. 

Improvements are being made to the web-site. Information can currently be found under the procedures tab on the IANA web-site (http://www.iana.org/help/escalation-procedure)

Is severity assigned to ticket? In addition to the specialist, the manager can see the ticket so if it is significant it will be discussed before a response is sent. 

Since October, less than 10 complaints, since January only 1 complaints have been received. 

Those that respond to the complaints are members of the IANA team, who provide 24x7/365 support. 

Consider using existing escalation process and see how CSC is inserted? If existing escalation process does not resolve the issue it is reported to CSC and ombudsman can become involved. Consider removing Fadi from the escalation path? Step 2 would be ombudsman (optional) and reporting to CSC. 

Does ombudsman fit more into the problem management part? As incident management is presumably linked to active failure issues. Active failure issues are addressed immediately - is a different process. 

Next meeting to be scheduled for 15.00 UTC on Thursday 2 April

Chat Transcript

Marika Konings: (3/31/2015 11:11) Welcome to the DT M Meeting of 31 March 2015

  Chuck Gomes: (12:05) Marilia - Can you hear us?

  Marilia: (12:06) Hello everyone. I didnt get the invite before, sorry!

  Marilia: (12:06) Yes, I can hear u

  Marilia: (12:06) yes

  Marika Konings: (12:06) Marilia, if you would like to speak you will need to connect your microphone or dial in to the phone bridge

  Marika Konings: (12:06) you need to use the telephone drop down menu at the top to connect your computer audio

  Berry Cobb: (12:15) At Tier 1 is there a severity assigned based on the issue type?

  Berry Cobb: (12:17) How many issues are submitted to escalation@iana.org on any given month?

  Avri Doria: (12:19) Fadi could make a pronouncement

  Avri Doria: (12:20) Especially given his deep understand of how it all works.

  Avri Doria: (12:24) it is bouncing up and down for me.

  Marika Konings: (12:24) http://www.iana.org/help/escalation-procedure

  Marilia: (12:26) good one!

  Marilia: (12:26) Im calling

  Marilia: (12:27) Im on hold for a coordinator to connect me

  Berry Cobb: (12:27) Avri, if possible, it might be good to dial into phone bridge

  Avri Doria: (12:28) on hold dialing in

  Marika Konings: (12:50) Update from IT - apparently the whole Adobe Connect server (at Adobe) crashed which caused our issues.

  Marika Konings: (12:53) But I believe in the current process the ombudsman is also optional?

  Marika Konings: (12:53) meaning at the choice of the reporter, not IANA

  Berry Cobb: (13:06) great term.  Active Service Failure

  Berry Cobb: (13:07) right....and that goes to my question about assigning Severity to incidents.

  Berry Cobb: (13:09) I recommend that we distinguish the types of incidents that will be escalated.  Service Failure vs. Customer Service complaint.  Each has their own escalation path.

  Marika Konings: (13:12) it is very early in LA....

  Berry Cobb: (13:14) @Avri, see my note on DT-N?  Let me know a time that might work for you and I can get a doodle out that sub-team

  Marika Konings: (13:14) I won't be able to make the Thursday meeting, but Berry will be on