[gnso-rds-pdp-wg] Use cases: Actual / Real

Mon Aug 8 22:09:40 UTC 2016

Thanks for the actual/real use case examples.
You wrote:
(whois data not actually needed as we have all the data in our system
anyway)
Do you think if the customers knew to look at whois they would have been
able to sort out any of these issues themselves?

On Wed, Aug 3, 2016 at 5:42 PM, Rob Golding <rob.golding at astutium.com>
wrote:

> Hi
>
> Having just returned from a conference, I've had opportunity to review
> some of the Support Tickets handled in my absence, as we do every month-end
> anyway, but paid special attention to those relating to domains.
>
> I've excluded many (as the logs don't show a whois was done), which
> largely consist of:
> * how do I renew
> * how do I cancel
> * will you take payment automatically
> type questions and limited this to real "use cases" where a WHOIS has been
> part of either the affected party needing data/contact info (if server logs
> show a whois query from that user), or during the investigation by
> registrar staff (where the server logs show a whois from our staff ips) or
> where whois data was pasted into the ticket, from the last 7 days ...
>
> I'll try and layout to the 'template format' tomorrow:
>
>
> #1
> End User: My Email Stopped Working at the Weekend
> Actual Issue: Domain expired on Friday
> Details accessed from WHOIS: domain name, expiry date, registrar name
> Resolution: we're only the host, directed to contact their registrar
> (client had not actually looked at domain/whois, we wouldnt have needed to
> look to know we're not the registrar)
>
>
> #2
> End User: Everything down, I can't PING www.*REDACTED*
> Actual Issue: Host "vanished" as nameservers no longer
> online/responding/serving records
> Details accessed from WHOIS: domain name, expiry date, registrar name,
> nameservers
> Resolution: Informed to try and contact their host another method, if that
> fails, will need to find a new one and update their domain. Provided
> details of wayback machine and our hosting plans
> (whois data not actually needed as we have all the data in our system
> anyway)
>
>
> #3
> End User: Manual Domain Renewal
> Actual Issue: Registrant failed to renew domain/disabled renewal
> Details accessed from WHOIS: domain name, expiry date, registrar name
> Resolution: provided link to client portal to login and instructions on
> renewal
> (whois data not actually needed as we have all the data in our system
> anyway)
>
>
> #4
> End User: domain transfer still pending after 2 weeks - help!
> Actual Issue: Domain is still locked at losing registrar
> Details accessed from WHOIS: domain name, epp status, registrar name
> Resolution: suggested to login to current registrar (where is claims to be
> unlocked) and re-lock and unlock again, and advise use when done to restart
> the transfer process
> (client had already been emailled the lock/status data at the start of the
> transfer process)
>
>
> #5
> End User: My website is down again
> Actual Issue: Domain has 2 valid (responding with A record) nameservers
> and 2 invalid namesrevers
> Details accessed from WHOIS: domain name, nameservers
> Resolution: client added the nameservers for their hosting instead of
> replacing the nameservers already on the domain, support removed the
> additional 2 namesrevers for them and instructions on clearing cache
> provided
> (had client looked at whois they may have spotted this themselves - whois
> data not actually needed as we have all the data in our system anyway)
>
>
> #6
> End User: Domain showing as Expired but paid for
> Actual Issue: Registrant had failed to pay us for renewal, but paid a
> scammer instead
> Details accessed from WHOIS: domain name, expiry date, status code,
> registrar
> Resolution: client educated about domain scams, payment taken by phone by
> us (registrar) for renewal and renewal processed, told to contact card
> issuer regarding the "directory service" $75 payment they made to the
> scammer
> (whois data not actually needed as we have all the data in our system
> anyway)
>
>
> #7
> End User: URGENT Unable to access website/email - *REDACTED* expired ?
> Actual Issue: Domain has expired as renewal not paid, redirects to renewal
> required page
> Details accessed from WHOIS: domain name, expiry date, registrar name
> Resolution: Registrant had ignored upcoming domain expiry notices, and
> renewal invoice ( email address exists and is valid but they're not
> regularly monitoring it).  They couldn't/didn't get the post-expiry notices
> ( which woudl have equally been ignored anyway ) as the contact email was
> @thedomain. Registrant couldn't now login and pay as no recollection of
> password, and reminders unable to be sent (as contact is @thedomain which
> has expired). Details validated "offline", renewal processed on their
> behalf to get back online and both email and paper copies of invoice sent -
> and now showing as paid.
> (whois data not actually needed as we have all the data in our system
> anyway)
>
>
> #8
> End User: Assigning www.*REDACTED*
> Actual Issue: Designer wants to "hand-off" the
> billing/management/ownership of domain and hosting to end-user
> Details accessed from WHOIS: domain name, registrant name
> Resolution: Designer reminded on how to have their client signup directly
> to agree to our T&Cs and about our service-push process. Domain is
> currently in name of designer (as all of theirs are) so they're the RNH, so
> (as per their previous similar requests) a change-of-owner process will
> need to be followed which old and new registrant will need to take part in
> (whois data not actually needed as we have all the data in our system
> anyway)
>
>
> #9
> End User: My website has been hijacked
> Actual Issue: Accessing domain in a browser shows a hosting company
> sales/holding page
> Details accessed from WHOIS: domain name, nameservers, registrar name,
> registrant name
> Resolution: no changes have been made recently to the domain (last update
> was Feb 2015) and the hosting account (with us) is active but no traffic
> since 29/July (domain is not expired)
> It would appear they'd used the DNS service(s) included in their previous
> hosting to repoint the domain to the new hosting rather than updating the
> nameservers at their registrar (not us), and that hosting account no longer
> exists at the host.
> Advised to first contact the previous host as the domain is in the name of
> the host, to get nameservers and "ownership" sorted out, then to transfer
> the domain to us so they can manage it all in one place
>
>
> I'm personally dissapointed in the final use-case, as it used the
> "personal details" about the registrant, which conflicts with our opinion
> about what information should be 'public' - although not strictly needed in
> providing the support (as the advice to contact the old host / dns provider
> would have been the same without that, but it did highlight an issue the
> client was unaware of)
>
> Rob
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