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ICANN's Global Support Center: We're Here to Help!

Gsc 750x425 05oct15 en

Earlier this year ICANN, announced plans to provide enhanced customer service capabilities, including broadening our global footprint and the channels we use to communicate with you. The reason for these changes is simple and straightforward – to provide you with a highly available global service and support organization that makes it easier to reach us and get your questions answered accurately in an open, transparent and expeditious manner.

To achieve our goal, we focused significant effort on building upon our existing support capabilities as a foundation for a truly global support and service offering. As a result of these efforts, I am pleased to let you know that ICANN now offers the following customer support services:

  • A global presence with support staff in each of ICANN's hub locations (Istanbul, Los Angeles, Singapore), providing 5x24 hour support. We are open and available beginning on Monday at 8:00 AM Singapore time (00:00 UTC) through Friday, 5:00 PM Pacific Time (00:00 Saturday UTC).
  • Voice support in the 6 United Nations languages (Arabic, Chinese, English, French, Russian and Spanish), as well as Portuguese and Turkish.
  • Support via multiple channels, including phone, email, web forms and portals (for new gTLD applicants and contracted parties), allowing you to choose which avenue best suits your needs in the moment.
  • An internal knowledgebase and comprehensive accuracy checks to ensure both consistency and quality in our responses.
  • Published Service Level Targets (Performance Metrics Dashboard) that demonstrate to what degree we are meeting our stated commitments.
  • Customer Satisfaction Surveys that ensure a continuous feedback loop for process improvement and ongoing enhancements. Summary results will be added to existing metrics reports in the near future.

I want to take this opportunity to thank everyone within the ICANN community who has provided us with valuable suggestions and service industry best practices. Your feedback was invaluable in helping us create a more robust service function that better meets your needs.

To better represent the new service capabilities and to better clarify our role in supporting the community in its interactions with ICANN, we have renamed this team as the Global Support Center (GSC).

Don't worry, all of the old "Customer Service Center" contact channels still work. However, we encourage you to update your address books to ensure you have the most current contact mechanisms and global phone numbers at your fingertips. Please visit our Global Support Center page for this information. If you're attending ICANN 54 in Dublin, stop by the GDD information booth to say "hello!" We're here to help.

Michaela Quinzy
Director of Global Support

Comments

    Domain Name System
    Internationalized Domain Name ,IDN,"IDNs are domain names that include characters used in the local representation of languages that are not written with the twenty-six letters of the basic Latin alphabet ""a-z"". An IDN can contain Latin letters with diacritical marks, as required by many European languages, or may consist of characters from non-Latin scripts such as Arabic or Chinese. Many languages also use other types of digits than the European ""0-9"". The basic Latin alphabet together with the European-Arabic digits are, for the purpose of domain names, termed ""ASCII characters"" (ASCII = American Standard Code for Information Interchange). These are also included in the broader range of ""Unicode characters"" that provides the basis for IDNs. The ""hostname rule"" requires that all domain names of the type under consideration here are stored in the DNS using only the ASCII characters listed above, with the one further addition of the hyphen ""-"". The Unicode form of an IDN therefore requires special encoding before it is entered into the DNS. The following terminology is used when distinguishing between these forms: A domain name consists of a series of ""labels"" (separated by ""dots""). The ASCII form of an IDN label is termed an ""A-label"". All operations defined in the DNS protocol use A-labels exclusively. The Unicode form, which a user expects to be displayed, is termed a ""U-label"". The difference may be illustrated with the Hindi word for ""test"" — परीका — appearing here as a U-label would (in the Devanagari script). A special form of ""ASCII compatible encoding"" (abbreviated ACE) is applied to this to produce the corresponding A-label: xn--11b5bs1di. A domain name that only includes ASCII letters, digits, and hyphens is termed an ""LDH label"". Although the definitions of A-labels and LDH-labels overlap, a name consisting exclusively of LDH labels, such as""icann.org"" is not an IDN."