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Registration Services

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

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  1. Registration Services Mark Kosters 9 June 1998

  2. Outline • Current InterNIC Statistics • Customer Service • Engineering • What’s in the Future?

  3. Cumulative Registrations

  4. Top-Level Domain Distribution as of May 31, 1998

  5. New Domain Names Registered by Month

  6. Domain Updates Per Month

  7. Telephone Requests

  8. Whois Queries by Month

  9. Monthly Email Sent to Hostmaster Address

  10. Historic Perspective of a.root-servers.net 1995-1998

  11. May 1998 Comparison ofa, j, and j.gtld Servers

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. Engineering (cont.) • Better spammer prevention support

  18. What’s in the Future? • Examining the implications of the White Paper • Remote Registry Protocol (RRP) • Improved authentication of registrants • Dynamic Update • Secure DNS

  19. URL • This presentation can be viewed at the following URL: • http://www.netsol.com/nsi/presentations/markk/9806nanog

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