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Service Level Reports: 2010

ARIN periodically reports service level commitments and performance against those commitments for community provided services. The report details the stated service level commitments and associated performance by department.

Financial Services
Service Level Commitment Performance
Provide Customer Support from 9:00 to 5:00 PM ET, Monday - Friday (excluding holidays) 99.07%
Response to phone and email messages from ARIN customers within two business days. 100%
Billing Schedule Commitment Performance
Send invoices for new registrations within three (3) business days following the approval announcement sent by Registration Services. 100%
Send invoices for renewal IP allocations forty-five (45) days in advance of the beginning of the anniversary month. 100%
Send invoices for maintenance thirty (30) days prior to the beginning of the anniversary month. 100%
Communications and Member Services
Service Level Commitment Performance
Provide Customer Support from 9:00 AM to 5:00 PM, Eastern Time, Monday through Friday, excluding holidays. 100%
Publish ARIN's Annual Report by the first Public Policy and Members Meeting of the year. 100%
Conduct two Public Policy and Members Meetings each year. 100%
Publish meeting minutes and presentations online within seven (7) business days of meeting conclusion. 100%
Conduct annual elections for the ARIN Board of Trustees, ARIN Advisory Council, and the Number Resource Organization Number Council (NRO NC) 100%
Registration Services
Service Level Commitment Performance
Provide Customer Support from 7:00 AM to 7:00 PM Eastern Time, Monday through Friday, excluding holidays. 99.78%
Respond to all email within two (2) business days at the latest, with the intended goal being a same day response. 100%
Provide priority response to Internet number resource requests for existing registration records 100%
Provide issue escalation services from 10:00AM to 4:00PM Eastern time, Monday through Friday, excluding holidays. 100%
Response time by staff to ARIN Online web tickets * 23.28 average hours

* Times not adjusted for non-business hours. Operating period: January 1, 2010 - December 31, 2010

Engineering Services
Service Level Commitment Mean Time to Repair Performance
Auto reply for Registration 1 Hour 100%
Auto reply for Routing Registry 1 hour 100%
DNS Master Zones 30 mins 100%
DNS Provided by ARIN * 5 mins 100%
FTP Data * 12 hours 100%
Routing Registry * 24 hours 100%
Rwhois * 1 hour 100%
Web Whois 30 mins 100%
Webserver (http) * 30 mins 100%
Webserver (https) 24 hours 100%
Whois *  30 mins 100%

* Several external services provided at the co-location in Ashburn
Service commitment goal is to provide services 24/7 with the following exceptions: Announced maintenance windows; Scheduled and unscheduled outages by service providers

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