Registry Operator shall use commercially reasonable efforts to provide Registry Services at the levels set forth herein for the Registry TLD. The performance specifications, defined below, provide a means to measure Registry Operator's delivery of the Registry Services (as defined in the Registry Agreement) and, when applicable, allow for calculation of the SLA Credit payable to Registrar pursuant to Appendix E of the Registry Agreement.
1.1 "Available" means that a given Service is operational as described in Section 2 below.
1.2 "Billing Period" shall mean each single calendar month beginning and ending at 0000 Greenwich Mean Time (GMT).
1.3 "CNNP Test" refers to a series of 100 DNS Queries used to measure cross network name server performance, as described in Subsection 2.1.4 below.
1.4 "Core Internet Service Failure" refers to an extraordinary and identifiable event beyond the control of Registry Operator affecting the Internet services to be measured pursuant to Subsection 2.1.4 below. Such events include but are not limited to congestion collapse, partitioning, power grid failures, and routing failures.
1.5 "DNS Point of Presence" shall mean one or more DNS name servers in a single geographic location, all responding on one or more common IP addresses.
1.6 "DNS Queries" shall mean single UDP queries of either of the following types:
1.6.1 A (host address) or
1.6.2 NS (an authoritative name server)
with no more than one question section and must be made for domain names within the Registry TLD.
1.7 "DNS Service" shall mean the Domain Name Service complying with RFC 1034 as described in Appendix C of the Registry Agreement.
1.8 "Measured Transaction" shall mean queries or other transactions performed and monitored by Registry Operator explicitly for the purpose of determining whether or not a Service is Available.
1.9 "Planned Outage" means the periodic pre-announced occurrences when the Services will be taken out of service for maintenance or care. Planned Outages will not exceed four (4) hours per calendar week beginning at 0000 GMT Monday, nor total more than eight (8) hours per month. Notwithstanding the foregoing, Registry Operator may incur one (1) additional Planned Outage of up to eight (8) hrs per month in duration for major systems or software upgrades ("Extended Planned Outages"). In months in which Extended Planned Outages occur, no other Planned Outages may occur.
1.10 "Round-trip" means the amount of measured time that it takes for a measured query to make a complete trip from the sampling agent, to the system or process being tested and back again. Round-trip is usually measured in seconds or fractions of seconds.
1.11 "RRP Commands" shall mean requests to check, modify, add, or delete a domain name.
1.12 "RRP Service" shall mean the Shared Registry System (the "SRS") as described in Exhibit C of the Registry Agreement.
1.13 "Sampling Period" shall mean any one-minute period in which measurements are taken to determine whether or not a Service is Available.
1.14 "Service Level Exception" means the number of minutes of Unplanned Outage Time for a given Service in excess of the limits defined in Section 3 below.
1.15 "Service Unavailability" means when, as a result of a failure of systems within Registry Operator's control, one or more of the Services is not operating as described in Section 2 below. Service Unavailability includes both Planned Outage and Unplanned Outage Time.
1.16 "Services" shall mean the list of components listed in Section 2 of this Appendix.
1.17 "SLA" means the service level agreement between Registry Operator and Registrar attached as Appendix E to the Registry Agreement.
1.18 "SLA Credit" means those credits available to Registrar pursuant to the SLA.
1.19 "Unplanned Outage Time" shall mean the amount of time, other than during a Planned Outage, recorded between a trouble ticket first being opened by Registry Operator in response to a Registrar's claim of Service Unavailability for that Registrar through the time when the ticket has been closed. If Registry Operator determines that the incident described by the ticket was not the result of Service Unavailability, the time recorded by the ticket will not count towards Unplanned Outage Time.
1.20 "Update Time" means the time elapsed between a change being confirmed by the SRS and the change being made in the Whois Service or at a DNS Point of Presence.
1.21 "Whois Queries" means queries for a single domain name in the Registry TLD.
1.22 "Whois Service" means the Whois Service described in Appendices C and O of the Registry Agreement.
The following is the set of registry system Services for which availability and performance (including update times) requirements are established. Services shall meet the performance and availability requirements as listed herein. These availability and performance requirements set forth the Registry Operator's obligations directly to ICANN under Subsection 3.3 of the Registry Agreement.
3.1 Registry Operator will use commercially reasonable efforts to restore the critical components of the System within 48 hours in the case of a force majeure event. Outages due to a force majeure event will not be considered System Unavailability.
3.2 Except in the case of nameserver performance requirements, Registry Operator will perform monitoring from internally located systems as a means to verify that the availability and performance measurements of this document are being met.
3.3 Beginning no later than 120 days after the Commencement-of-Service Date, the Registry Operator will publish preliminary weekly system performance and availability reports. Registry Operator will use best efforts to finalize these reports no later than 30 days after the preliminary reports are provided.
3.4 The Registry Operator will provide Service Availability percentages during each Billing Period as listed in this Appendix.
