<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:x="urn:schemas-microsoft-com:office:excel" xmlns:dt="uuid:C2F41010-65B3-11d1-A29F-00AA00C14882" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta name="Microsoft Theme 2.00" content="Arctic 011"><meta http-equiv=Content-Type content="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 15 (filtered medium)"><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Verdana;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Verdana",sans-serif;
color:black;}
h1
{mso-style-priority:9;
mso-style-link:"Heading 1 Char";
margin-top:12.0pt;
margin-right:0in;
margin-bottom:0in;
margin-left:0in;
margin-bottom:.0001pt;
page-break-after:avoid;
font-size:16.0pt;
font-family:"Verdana",sans-serif;
color:black;
font-weight:bold;}
h2
{mso-style-priority:9;
mso-style-link:"Heading 2 Char";
margin-top:2.0pt;
margin-right:0in;
margin-bottom:0in;
margin-left:0in;
margin-bottom:.0001pt;
page-break-after:avoid;
font-size:14.0pt;
font-family:"Verdana",sans-serif;
color:black;
font-weight:normal;}
h3
{mso-style-priority:9;
mso-style-link:"Heading 3 Char";
margin-top:2.0pt;
margin-right:0in;
margin-bottom:0in;
margin-left:0in;
margin-bottom:.0001pt;
page-break-after:avoid;
font-size:13.0pt;
font-family:"Verdana",sans-serif;
color:black;
font-weight:normal;}
h4
{mso-style-priority:9;
mso-style-link:"Heading 4 Char";
margin-top:2.0pt;
margin-right:0in;
margin-bottom:0in;
margin-left:0in;
margin-bottom:.0001pt;
page-break-after:avoid;
font-size:14.0pt;
font-family:"Verdana",sans-serif;
color:black;
font-weight:normal;}
h5
{mso-style-priority:9;
mso-style-link:"Heading 5 Char";
margin-top:2.0pt;
margin-right:0in;
margin-bottom:0in;
margin-left:0in;
margin-bottom:.0001pt;
page-break-after:avoid;
font-size:13.0pt;
font-family:"Verdana",sans-serif;
color:black;
font-weight:normal;}
h6
{mso-style-priority:9;
mso-style-link:"Heading 6 Char";
margin-top:2.0pt;
margin-right:0in;
margin-bottom:0in;
margin-left:0in;
margin-bottom:.0001pt;
page-break-after:avoid;
font-size:11.0pt;
font-family:"Verdana",sans-serif;
color:black;
font-weight:normal;}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:#9D454F;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:#814E95;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman",serif;}
p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph
{mso-style-priority:34;
margin-top:0in;
margin-right:0in;
margin-bottom:0in;
margin-left:.5in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Verdana",sans-serif;
color:black;}
span.Heading1Char
{mso-style-name:"Heading 1 Char";
mso-style-priority:9;
mso-style-link:"Heading 1";
font-family:"Verdana",sans-serif;
color:black;
font-weight:bold;}
span.Heading2Char
{mso-style-name:"Heading 2 Char";
mso-style-priority:9;
mso-style-link:"Heading 2";
font-family:"Verdana",sans-serif;
color:black;}
span.Heading3Char
{mso-style-name:"Heading 3 Char";
mso-style-priority:9;
mso-style-link:"Heading 3";
font-family:"Verdana",sans-serif;
color:black;}
span.Heading4Char
{mso-style-name:"Heading 4 Char";
mso-style-priority:9;
mso-style-link:"Heading 4";
font-family:"Verdana",sans-serif;
color:black;}
span.Heading5Char
{mso-style-name:"Heading 5 Char";
mso-style-priority:9;
mso-style-link:"Heading 5";
font-family:"Verdana",sans-serif;
color:black;}
span.Heading6Char
{mso-style-name:"Heading 6 Char";
mso-style-priority:9;
mso-style-link:"Heading 6";
font-family:"Verdana",sans-serif;
color:black;}
span.EmailStyle25
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#262626;}
span.apple-converted-space
{mso-style-name:apple-converted-space;}
span.EmailStyle27
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle28
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle29
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle30
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle31
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle32
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle33
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle34
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle35
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle36
{mso-style-type:personal;
font-family:"Verdana",sans-serif;
color:#1F497D;}
span.EmailStyle37
{mso-style-type:personal-reply;
font-family:"Verdana",sans-serif;
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
/* List Definitions */
@list l0
{mso-list-id:17783174;
mso-list-template-ids:1891303134;}
@list l0:level1
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level2
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:1.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level3
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:1.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level4
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:2.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level5
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:2.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level6
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:3.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level7
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:3.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level8
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:4.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l0:level9
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:4.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1
{mso-list-id:812214422;
mso-list-template-ids:700060394;}
@list l1:level1
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level2
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:1.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level3
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:1.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level4
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:2.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level5
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:2.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level6
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:3.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level7
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:3.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level8
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:4.0in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
@list l1:level9
{mso-level-number-format:bullet;
mso-level-text:\F0B7;
mso-level-tab-stop:4.5in;
mso-level-number-position:left;
text-indent:-.25in;
mso-ansi-font-size:10.0pt;
font-family:Symbol;}
ol
{margin-bottom:0in;}
ul
{margin-bottom:0in;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body bgcolor=white background="cid:image001.gif@01D03612.8CDF73B0" lang=EN-US link="#9D454F" vlink="#814E95"><img src="cid:image001.gif@01D03612.8CDF73B0" v:src="cid:image001.gif@01D03612.8CDF73B0" v:shapes="_x0000_Mail" width=0 height=0 class=shape style='display:none;width:0;height:0'><!--[if gte mso 9]><xml>
<v:background id="_x0000_s1025" o:bwmode="white" o:targetscreensize="1024,768">
<v:fill src="cid:image001.gif@01D03612.8CDF73B0" o:title="background_arctic" type="frame" />
</v:background></xml><![endif]--><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>Dear all, <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>The notes, recordings and transcripts for the CWG</span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> DT-M Meeting 31</span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:windowtext'> March </span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>are availabl</span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>e </span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>here: </span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>https://community.icann.org/pages/viewpage.action?pageId=52893669<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;background:white'><span style='font-size:15.0pt;font-family:"Arial",sans-serif;color:#333333'>Notes<o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Notes DT M - 31/3</span></b><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'> <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Brief overview of current escalation procedures for IANA (specifically relating to naming):<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;text-indent:-.25in;mso-line-height-alt:9.5pt;mso-list:l0 level1 lfo3;background:white'><![if !supportLists]><span style='font-size:10.0pt;font-family:Symbol;color:#333333'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Escalation process is available to anyone that has issues to raise, not only direct customers<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;text-indent:-.25in;mso-line-height-alt:9.5pt;mso-list:l0 level1 lfo3;background:white'><![if !supportLists]><span style='font-size:10.0pt;font-family:Symbol;color:#333333'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Requestor submits email to dedicated address (<a href="mailto:escalation@iana.org"><span style='color:#3B73AF;text-decoration:none'>escalation@iana.org</span></a>). This email goes to the IANA customer service and open a ticket. Email is acknowledged within 1 business days and a response is provided in within 2 business days by IANA specialist. <o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;text-indent:-.25in;mso-line-height-alt:9.5pt;mso-list:l0 level1 lfo3;background:white'><![if !supportLists]><span style='font-size:10.0pt;font-family:Symbol;color:#333333'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>If issue is not resolved, issue is escalated by the IANA specialist to next level which is the function liaison (for example, for numbers it would be Naella, for names it is Kim Davies).<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;text-indent:-.25in;mso-line-height-alt:9.5pt;mso-list:l0 level1 lfo3;background:white'><![if !supportLists]><span style='font-size:10.0pt;font-family:Symbol;color:#333333'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>If issue is not resolved, issue is escalated to IANA's programs manager, currently Elise Gerich<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;text-indent:-.25in;mso-line-height-alt:9.5pt;mso-list:l0 level1 lfo3;background:white'><![if !supportLists]><span style='font-size:10.0pt;font-family:Symbol;color:#333333'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>If issue is not resolved, it is escalated to CEO/ President<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;text-indent:-.25in;mso-line-height-alt:9.5pt;mso-list:l0 level1 lfo3;background:white'><![if !supportLists]><span style='font-size:10.0pt;font-family:Symbol;color:#333333'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>If issue is not resolved, the requestor can go the ombudsman and initiate a process (information is also available on the IANA web-site)<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:0in;text-indent:-.25in;mso-line-height-alt:9.5pt;mso-list:l0 level1 lfo3;background:white'><![if !supportLists]><span style='font-size:10.0pt;font-family:Symbol;color:#333333'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Phone interaction is possible as part of the process.<o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Note, very few escalations have come through the system to date.<o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Note, some requestors may skip steps and directly approach one of the people in the chain or go directly to the ombudsman.<o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'> <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Question: what resolution can the ombudsman bring to the process? Ombudman would likely play a mediating role. (note, no known IANA cases that involve the ombudsman to date)<o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'> <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>IANA Staff currently documenting issues that are raised informally so that these can be tracked through the escalation mechanism as well. <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Improvements are being made to the web-site. Information can currently be found under the procedures tab on the IANA web-site (<a href="http://www.iana.org/help/escalation-procedure"><span style='color:#3B73AF;text-decoration:none'>http://www.iana.org/help/escalation-procedure</span></a>)<o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'> <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Is severity assigned to ticket? In addition to the specialist, the manager can see the ticket so if it is significant it will be discussed before a response is sent. <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Since October, less than 10 complaints, since January only 1 complaints have been received. <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Those that respond to the complaints are members of the IANA team, who provide 24x7/365 support. <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'> <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Consider using existing escalation process and see how CSC is inserted? If existing escalation process does not resolve the issue it is reported to CSC and ombudsman can become involved. Consider removing Fadi from the escalation path? Step 2 would be ombudsman (optional) and reporting to CSC. <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'> <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Does ombudsman fit more into the problem management part? As incident management is presumably linked to active failure issues. Active failure issues are addressed immediately - is a different process. <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'> <o:p></o:p></span></p><p class=MsoNormal style='margin-top:7.5pt;mso-line-height-alt:9.5pt;background:white'><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#333333'>Next meeting to be scheduled for <b><u>15.00 UTC on Thursday 2 April</u></b><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></p></div></body></html>