<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; color: rgb(0, 0, 0); font-size: 13px; font-family: Calibri, sans-serif;"><div>Hi,</div><div><br></div><div>I had asked Elise Gerich the following:</div><div><br></div><div><div style="font-size: 14px;"><i>During the CWG meeting, there were some questions (in the context of</i></div><div style="font-size: 14px;"><i>service level expectations) related to the current IANA emergency</i></div><div style="font-size: 14px;"><i>escalation process. Is there a document describing the process that can</i></div><div style="font-size: 14px;"><i>be shared? Also, what are the expectations about how long it'll take to</i></div><div style="font-size: 14px;"><i>get an emergency change pushed through end-to-end (I realize there are a</i></div><div style="font-size: 14px;"><i>number of non-IANA variables there)?</i></div></div><div><br></div><div>Her response is below. If there are any additional questions, please let me know.</div><div><br></div><div>Regards,</div><div>-drc</div><div><br></div><span id="OLK_SRC_BODY_SECTION"><div style="font-family:Calibri; font-size:11pt; text-align:left; color:black; BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt"><span style="font-weight:bold">From: </span> Elise Gerich <<a href="mailto:elise.gerich@icann.org">elise.gerich@icann.org</a>><br><span style="font-weight:bold">Date: </span> Thursday, March 26, 2015 at 4:16 PM<br><span style="font-weight:bold">Subject: </span> Re: Emergency escalation process/timeframes<br></div><div><br></div><blockquote id="MAC_OUTLOOK_ATTRIBUTION_BLOCKQUOTE" style="BORDER-LEFT: #b5c4df 5 solid; PADDING:0 0 0 5; MARGIN:0 0 0 5;"><div><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-family: Calibri, sans-serif;"><div><div><div>Hi David,</div><div><br></div><div>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.</div><div><a href="https://www.icann.org/en/system/files/files/contract-i-1-31may12-en.pdf">https://www.icann.org/en/system/files/files/contract-i-1-31may12-en.pdf</a></div><div><br></div><div>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.</div><div><br></div><div>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.</div><div><br></div><div><div>-- Elise </div></div></div></div></div></div></blockquote></span><div><br></div></body></html>