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Registration Services. Mark Kosters 9 June 1998. Outline. Current InterNIC Statistics Customer Service Engineering What’s in the Future?. Cumulative Registrations. Top-Level Domain Distribution as of May 31, 1998. New Domain Names Registered by Month. Domain Updates Per Month.
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Registration Services Mark Kosters 9 June 1998
Outline • Current InterNIC Statistics • Customer Service • Engineering • What’s in the Future?
Customer Service • Help Desk • May 26 set a record for incoming calls: 3,768 • Abandonment rates have been around 8% • Time to answer is about 3 minutes • Average call duration (once answered) is 5 minutes • Still need improvement to deal with spikes • 40% of calls deal with authentication
Customer Service (cont.) • Billing • Refund time has been cut to an average of 2 weeks • Check refunds are problematic • Payments are generally posted within 24-48 hours • Starting to get compliments on payment methods
Customer Service (cont.) • Changes • Registrant Name Change • Process is now clearly defined • Old method was cumbersome (delete and add) • Authentication is problematic • Still sub-optimal • Faxes • Working on ways to improve the fax process
Engineering • Operations • Remote Machines • Whois servers now in Chicago, San Jose, and Charlotte • Load balancing solution being deployed • Hardening monitoring • Database changes • Registration database moved from 2000 to 2 5000’s • Ingres to Oracle conversion • Call Tracking System being deployed • Scaling issues
Engineering (cont.) • Development • Real-Time Registration • Use a protocol called RRI • Microsoft Small Business Server (NT 4.0) • WorldNIC • RWhois 1.5 deployed • PGP 5.0 support deployed • Billing system deployed
Engineering (cont.) • Better spammer prevention support
What’s in the Future? • Examining the implications of the White Paper • Remote Registry Protocol (RRP) • Improved authentication of registrants • Dynamic Update • Secure DNS
URL • This presentation can be viewed at the following URL: • http://www.netsol.com/nsi/presentations/markk/9806nanog