Hi, I had asked Elise Gerich the following: 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. Regards, -drc 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 ICANN¹s proposal in response to the RFP for the IANA functions. It can be found on pages 117-118 of Volume 1. https://www.icann.org/en/system/files/files/contract-i-1-31may12-en.pdf

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.

-- Elise