[CWG-Stewardship] FW: Emergency escalation process/timeframes

[David Conrad]

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 at 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 



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