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Consultation on the IANA Customer Service Complaint Resolution Process

Comment/Reply Periods (*) Important Information Links
Comment Open: 27 November 2012
Comment Close: 18 December 2012
Close Time (UTC): 23:59 UTC Public Comment Announcement
Reply Open: 19 December 2012 To Submit Your Comments (Forum Closed)
Reply Close: 9 January 2013 Extended to 28 February 2013 View Comments Submitted
Close Time (UTC): 23:59 UTC Report of Public Comments
Brief Overview
Originating Organization: ICANN
Categories/Tags:
  • Top-Level Domains
  • Internet Protocol Addressing
  • Transparency/Accountability
Purpose (Brief): A consultation on establishing and implementing a Customer Service Complaint Resolution Process for the 2012 IANA functions contract
Current Status: Initial public consultation
Next Steps: Review comments received
Staff Contact: Leo Vegoda Email: leo.vegoda@icann.org
Detailed Information
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:

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
Section IV: Additional Information
None

(*) Comments submitted after the posted Close Date/Time are not guaranteed to be considered in any final summary, analysis, reporting, or decision-making that takes place once this period lapses.

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."