Dear all, 

The notes, recordings and transcripts for the CWG DT-M Meeting 31 March are available here:  https://community.icann.org/pages/viewpage.action?pageId=52893669

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