During the CWG meeting, there were some questions (in the context of
service level expectations) related to the current IANA emergency
escalation process. Is there a document describing the process that can
be shared? Also, what are the expectations about how long it'll take to
get an emergency change pushed through end-to-end (I realize there are a
number of non-IANA variables there)?
Her response is below. If there are any additional questions, please let me know.
From: Elise Gerich <
elise.gerich@icann.org>
Date: Thursday, March 26, 2015 at 4:16 PM
Subject: Re: Emergency escalation process/timeframes
Hi David,
The 24x7 Emergency Process is documented in ICANN’s proposal in response to the RFP for the IANA functions. It can be found on pages 117-118 of Volume 1.
In short, the TLD managers contact a 24x7 support phone number; the call center will contact an IANA staff member; staff member will contact the requester to work with them to address the emergency. The Root Zone Partners have an agreed upon emergency contact process for addressing emergency changes to the root zone.
The end-to-end time to complete an emergency process is dependent on the emergency. The Root Zone Partners anticipate that an emergency change will happen within hours not days.