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Service Level Reports: 2014

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) 96%
Response to phone and email messages from ARIN customers within two business days. 96%
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. 98%
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. 99.70%
Respond to all email within two (2) business days at the latest, with the intended goal being a same day response. 99.87%
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 2.13 days
Engineering Services
Service Level Commitment Mean Time to Repair Performance
Auto reply for Registration 1 Hour 99.9%
Auto reply for Routing Registry 1 hour 99.9%
DNS Master Zones 30 mins 100.0%
DNS Provided by ARIN 5 mins 100.0%
FTP Data 12 hours 100.0%
RESTful (Reg-RWS) Services 1 hour 99.9%
Routing Registry 24 hours 99.9%
RWhois 1 hour 100.0%
Web Whois 30 mins 100.0%
Webserver (http) 30 mins 100.0%
Webserver (https) 24 hours 100.0%
Whois 30 mins 100.0%
RPKI Repository 30 mins 100.0%
RPKI Provisioning 24 hours 99.9%

There was a total of 901 minutes of unplanned downtime in 2014 on provisioning - Postgres (132), UPS (499), UPS (120), Cox (150). There was 100% uptime on public facing services.

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