[DTM Escalation] DT-M Draft Escalation Steps v.1

[Gomes, Chuck]

I haven’t seen any discussion on our list about this yet.  It would sure help if people commented on it and made suggestions before our call later today.

Chuck

From: dt6-bounces at icann.org [mailto:dt6-bounces at icann.org] On Behalf Of Gomes, Chuck
Sent: Wednesday, March 18, 2015 11:35 AM
To: DT-M (dt6 at icann.org)
Subject: [DTM Escalation] DT-M Draft Escalation Steps v.1
Importance: High

Copied below and attached is a first version of possible IANA service escalation steps that I created from our discussions on the call earlier today and using the escalation procedures proposed by some registry operators and reviewed on the call.  I doubt that I included all the points that were made but hope this provides a good enough starting point for the rest of you to critique, change, add, etc.  Please do so today if possible to allow time for other team members to respond by tomorrow.  To help us stay on top of changes, please use the tracking function.

Chuck

DT-M Draft Escalation Steps v.1

Individual Registry Issue


1.       TLD registry operator escalates a service problem to the IANA directly.

2.       If resolution is unsatisfactory, operator:

a.       Reports to CSC (for record only, not action)

b.      Escalates to Ombudsman

3.       Ombudsman reports results to operator and CSC.

4.       If ombudsman fails to resolve problem:

a.       CSC requests written response from IANA Functions Manager (IFM).

b.      CSC attempts to facilitate resolution.

5.       If CSC facilitation fails, CSC involves a mediator.

6.       If mediation fails, CSC decides whether a systemic failure is involved.

7.       TLD registry operator may initiate an Independent Appeals Panel on its own. (?)
Systemic or Critical Failure

The CSC is empowered to determine a significant failure of the IFM either due to the outcome of periodic audits or the CSC’s evaluation of a rising number of TLD registry operator complaints.

1.       CSC reports significant failure to IFM and requests response in 30 (?) days.

2.       If CSC judges the IFM response to be inadequate, the CSC directs remedial action in s specified period of time.

3.       CSC confirms completion of remedial action.

4.       If remediation is unsatisfactory, CSC involves a mediator.

5.       If mediation fails, a binding Independent Appeals Panel is initiated.

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