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Explore current InterNIC statistics, customer service trends, engineering updates, and future plans for domain registration services. Learn about customer service improvements in call handling, billing, and process changes. Discover advancements in engineering operations and development efforts. Find out about upcoming developments for enhanced registration services. For more details, visit http://www.netsol.com/nsi/presentations/markk/9806nanog
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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