<div dir="ltr">Agreed, I want to know how long it takes them from the time they get a request to the time they action it, not just how long actioning takes.</div><div class="gmail_extra"><br><div class="gmail_quote">On Wed, Aug 5, 2015 at 8:56 AM, Patricio Poblete <span dir="ltr"><<a href="mailto:ppoblete@nic.cl" target="_blank">ppoblete@nic.cl</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">Dear Adam,<div><br></div><div>Thanks for the clarification. I think that there should not be time on the IANA side that is unaccounted for. If there is time between steps that could potentially be significant, I would support computing the total time spent in the IANA side, in addition to the time spent in each step.</div><span class="HOEnZb"><font color="#888888"><div><br></div><div>Patricio</div><div><br></div></font></span></div><div class="HOEnZb"><div class="h5"><div class="gmail_extra"><br><div class="gmail_quote">On Wed, Aug 5, 2015 at 12:49 AM, Adam Smith <span dir="ltr"><<a href="mailto:adam.smith@cdns.net" target="_blank">adam.smith@cdns.net</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div lang="EN-US" link="#0563C1" vlink="#954F72"><div><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Patricio,<u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Thank you for your response. Please see my answers below.<u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Best,<u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Adam<u></u><u></u></span></p><p class="MsoNormal"><a name="14efe9454f22a0bc_14efbfb9b5ed21b0__MailEndCompose"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></a></p><p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> <a href="mailto:patricio.poblete@gmail.com" target="_blank">patricio.poblete@gmail.com</a> [mailto:<a href="mailto:patricio.poblete@gmail.com" target="_blank">patricio.poblete@gmail.com</a>] <b>On Behalf Of </b>Patricio Poblete<br><b>Sent:</b> Tuesday, August 4, 2015 11:02 PM<br><b>To:</b> Adam Smith <<a href="mailto:adam.smith@cdns.net" target="_blank">adam.smith@cdns.net</a>><br><b>Cc:</b> Paul M Kane <<a href="mailto:Paul.Kane@cdns.net" target="_blank">Paul.Kane@cdns.net</a>>; Jay Daley <<a href="mailto:jay@nzrs.net.nz" target="_blank">jay@nzrs.net.nz</a>>; Jeffrey Eckhaus <<a href="mailto:jeff@rightside.co" target="_blank">jeff@rightside.co</a>>; Jeff Neuman <<a href="mailto:jeff.neuman@valideus.com" target="_blank">jeff.neuman@valideus.com</a>>; Elaine Pruis <elaine@donuts.email>; <a href="mailto:dt1@icann.org" target="_blank">dt1@icann.org</a><br><b>Subject:</b> Re: {SPAM/L} RE: FW: SLEs - Working Draft<u></u><u></u></span></p><p class="MsoNormal"><u></u> <u></u></p><div><div><div><blockquote style="border:none;border-left:solid #cccccc 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in"><div><div><p>If so, could you tell us what is their reasoning for just having a single customer request process time rather than both the time taken for each specific process step as well as the cumulative transaction time?<u></u><u></u></p><p><span style="color:black"> </span><u></u><u></u></p><p><span style="color:red">IANA’s reasoning is that it is duplicative to measure both the process steps and cumulative transaction time. If the all the step’s SLE times are maintained then their process meets the SLE. Unfortunately, this opens up an opportunity where, even though, the individual steps are efficiently maintained, there still could be delays in the “queues” between steps. So for example, if you were to have a simple change request for NS records go through, the overall process could still take a months, but the SLEs of each step still could be in-line with the requirements and the transaction considered a success.</span><u></u><u></u></p></div></div></blockquote><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal">I am not sure I understand this.<u></u><u></u></p></div><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal">If all time is accounted for somewhere, either at the customer side or at the IANA side, the described scenario could not happen. There should be no time "between steps".<u></u><u></u></p><p class="MsoNormal"><span style="color:#1f497d">Please note, since we started this process, we have been only looking at the part of the process that is in IANA’s control. <u></u><u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p><p class="MsoNormal"><span style="color:#1f497d">If you include a cumulative time of the entire process, then yes there should be no “time between steps”, if there is, then the request will fail the cumulative time because you have to add the step time + the queue time. If you just measure the steps, the time differential between the time stamp at the beginning and the time stamp at the completion of the step, and there is no requirement on the time “between steps”, one request could be pulled in “between steps” for another request without consequence.<u></u><u></u></span></p></div><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal">I can understand IANA not wishing to have total elapsed time in an SLE, because that includes time spent at the customer side, outside IANA's control. But since the initial and final timestamps would be available, it should be easy to know what the total time was.<span style="color:#1f497d"> –Please note above, this is IANA processing time only. The definition I have used in the document is “Cumulative IANA Processing Time”.</span><u></u><u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal"> <u></u><u></u></p></div><div><p class="MsoNormal">Patricio <u></u><u></u></p></div></div></div></div></div></div></blockquote></div><br></div>
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