Service Level Reports: 2009 [Archived]
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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) | 97.10% |
| 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. | 99.77% |
| 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 * | 19.92 average hours |
* Times not adjusted for non-business hours. Operating period: May 27, 2009 - December 31, 2009
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
OUT OF DATE?
Here in the Vault, information is published in its final form and then not changed or updated. As a result, some content, specifically links to other pages and other references, may be out-of-date or no longer available.