Purpose (Brief): A consultation on establishing and implementing a Customer Service Complaint Resolution Process for the 2012 IANA functions contract
Section I: Description, Explanation, and Purpose
The Internet Assigned Numbers Authority (IANA) functions contract (SA1301-12-CN-0035) between ICANN and the United States Department of Commerce, National Telecommunications Information Administration (NTIA) to maintain the continuity and stability of services related to certain interdependent Internet technical management functions, known collectively as the Internet Assigned Numbers Authority calls for a public consultation from all interested and affected parties to help satisfy the following objective:
Â Â C.2.9.2.g The Contractor shall work with NTIA and collaborate with all interested and affected parties as enumerated in Section C.1.3 to establish and implement within six (6) months after date of contract award a process for IANA function customers to submit complaints for timely resolution that follows industry best practice and includes a reasonable timeframe for resolution.
Section II: Background
This is one of a series of consultations to establish performance standards for the delivery of the IANA functions, as described in contract SA1301-12-CN-0035.
Section III: Document and Resource Links
- Consultation on the IANA Customer Service Complaint Resolution Process [PDF, 650 KB]
- Contract SA1301-12-CN-0035 and related documents
- IANA-Related Issue Escalation Procedure
Comment Open: Â Â Â 27 November 2012
Comment Close: Â Â Â 18 December 2012
Close Time (UTC): Â Â Â 23:59 UTC – Public Comment Announcement
Reply Open: Â Â Â 19 December 2012 – To Submit Your Comments (Forum)
Reply Close: Â Â Â 9 January 2013 Â Â Â View Comments – View Comments Submitted
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