Service Level Reports: 2013 [Archived]
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ARIN periodically reports service level commitments and performance against those commitments for community provided services. The report details the stated service level commitments and associated performance by department.
Financial Services
| Service Level Commitment | Performance |
|---|---|
| Provide Customer Support from 9:00 to 5:00 PM ET, Monday - Friday (excluding holidays) | 100% |
| Response to phone and email messages from ARIN customers within two business days. | 100% |
| Billing Schedule Commitment | Performance |
| — | — |
| Send invoices for new registrations within three (3) business days following the approval announcement sent by Registration Services. | 100% |
| Send invoices for renewal IP allocations forty-five (45) days in advance of the beginning of the anniversary month. | 75% |
| Send invoices for maintenance thirty (30) days prior to the beginning of the anniversary month. | 75% |
The usual rating of 100% SLA for Renewal and Maintenance Billing was effected in 2013 while the community and the ARIN Board of Trustees were tasked with evaluating changes to the Fee Schedule and determining the effective date. Under these circumstances, the usual advance billing was suspended. The ARIN customers for the billing months January - March, were notified of the delay. As an offset, the usual date was modified with a one-time adjustment, providing customers with the customary 60 day period prior to the due date.
Communications and Member Services
| Service Level Commitment | Performance |
|---|---|
| Provide Customer Support from 9:00 AM to 5:00 PM, Eastern Time, Monday through Friday, excluding holidays. | 99% |
| Publish ARIN’s Annual Report by the first Public Policy and Members Meeting of the year. | 100% |
| Conduct two Public Policy and Members Meetings each year. | 100% |
| Publish meeting minutes and presentations online within seven (7) business days of meeting conclusion. | 100% |
| Conduct annual elections for the ARIN Board of Trustees, ARIN Advisory Council, and the Number Resource Organization Number Council (NRO NC) | 100% |
Registration Services
| Service Level Commitment | Performance |
|---|---|
| Provide Customer Support from 7:00 AM to 7:00 PM Eastern Time, Monday through Friday, excluding holidays. | 99.35% |
| Respond to all email within two (2) business days at the latest, with the intended goal being a same day response. | 100% |
| Provide issue escalation services from 10:00AM to 4:00PM Eastern time, Monday through Friday, excluding holidays. | 100% |
| Response time by staff to ARIN Online web tickets * | 1.65 days |
* Times not adjusted for non-business hours. Operating period: January 1, 2013 - December 31, 2013
Engineering Services
| Service Level Commitment | Mean Time to Repair | Performance |
|---|---|---|
| Auto reply for Registration | 1 Hour | 100% |
| Auto reply for Routing Registry | 1 hour | 100% |
| DNS Master Zones | 30 mins | 100% |
| DNS Provided by ARIN* | 5 mins | 100% |
| FTP Data * | 12 hours | 100% |
| RESTful (Reg-RWS) Services | 1 hour | 100% |
| Routing Registry * | 24 hours | 100% |
| Rwhois * | 1 hour | 100% |
| Web Whois | 30 mins | 100% |
| Webserver (http) * | 30 mins | 100% |
| Webserver (https) * | 24 hours | 100% |
| Whois * | 30 mins | 100% |
* Service commitment goal is to provide services 24/7 with the following exceptions:Announced maintenance windows; Scheduled and unscheduled outages by service providers
OUT OF DATE?
Here in the Vault, information is published in its final form and then not changed or updated. As a result, some content, specifically links to other pages and other references, may be out-of-date or no longer available.