II.2.1 Services to be Provided
(RFP Section D13.2.1)

By combining experience and innovation, JVTeam will redefine the meaning of registry services. Together with ICANN, the JVTeam registry will set new performance and reliability standards for fundamental domain name operations and will provide integration, reporting, and support services that make the registration and administration of domain names simple, efficient, and secure.

For a TLD registry to provide services in the appropriate way it must have an in-depth understanding of the technical, business and policy components of the space. More importantly, the registry must understand the needs of both the registrar community and the end users. This kind of knowledge cannot be found in books or business plans. Knowledge of the domain name system and the needs of its users can only be gained through experience. Many organizations will recognize the financial opportunity of operating a TLD registry, making assumptions based on speculation. The registry provider must bring substantial knowledge to this kind of operation if it is to provide services which will meet the needs of the DNS community and blaze a trail for the introduction of true competition to the TLD registry marketplace. JVTeam is the only entity capable of bringing such a wealth of experience in registry operation to management of a new TLD.

Since the new TLD will exist in a competitive environment, it is critical that the registry be fair and even-handed in its provision of services. The registry must implement policies and procedures that ensure impartiality and objectivity. Registrars must be able to anticipate and rely on clearly defined services and service levels. JVTeam, in co-operation with ICANN and the registrar community, will develop clear guidelines and service levels for the provision of TLD registry services. In addition, the JVTeam registry will operate according to a strict code of conduct which ensures its absolute neutrality. This will result in an open and fair competitive environment beneficial to registrars, other registries, and most importantly the Internet community.

JVTeam Understands the Issues

JVTeam brings to this process an intimate understanding of the key operational issues involved in administering and publishing zone files as well as with the existing registry/registrar system for TLD names. Combine this with unparalleled experience in registry operations, data administration, and IP networking, and you have the world's most qualified registry solution team. Not only does JVTeam understand what registry services are needed, it also has the know-how and experience to deliver these services effectively.

JVTeam Sees the Opportunities for Innovation

The domain name system is still in its earliest stages of growth. As the user base of the Internet continues to expand into all areas of personal and commercial activity, the DNS will continue to play a significant role. JVTeam benefits from having a diverse commercial background which includes activity in telecommunications, e-commerce solutions, software and database development, telephone numbering systems, electronic trust products, and most importantly the DNS itself. This affords JVTeam access to an expansive network of information and opportunities which provides the foundation for the ongoing evolution of the DNS. But for the DNS to evolve in this way, it requires the next generation of registry services. Only JVTeam has the experience and the vision to provide those services. Exhibit II.2-1 provides an overview of the services to be provided by the JVTeam registry.

Core Domain Name Services The JVTeam registry will offer a complete suite of domain name registration and administration services. These will include all functional domain name operations and will be accessible via the registry's main system interface, the eXtensible Registry Protocol (XRP).

Registrar Support Services The JVTeam registry will provide the registrar community a range of support services to assist them in providing high quality domain name services to end users. These services will include 24 x 7 x 365 technical support, billing assistance, and dedicated account management.

Information Services The JVTeam understands the critical nature of information flow between the registry and registrars. The registry will facilitate multiple means of two-way communication. The JVTeam web site will also serve as a central information source for registrars.

Enhanced Registry Services In addition to basic registration and support functions, JVTeam registry will provide workable solutions to the real world problems currently experienced by registrars and registrants and continue to innovate and enhance the role of the registry. As part of its mission to foster the evolution of the DNS, the JVTeam registry solution will build upon the basic services already offered within the RRP through enhancement, extension, and addition.

II.2.1.1 Core Domain Name Services

The JVTeam registry will support all of the domain name operations currently using the Registry-Registrar Protocol (RRP). In addition, JVTeam's solution will introduce new operations and enhance some of these components with greater security and administration tools. The JVTeam registry will provide services exclusively to accredited registrars and will not provide these services directly to end users. In this way the registry can maintain absolute neutrality in performing domain name administration functions.

Top level Domain Registration Services Accredited registrars will be able to enter new domain names into the registry database in real time. This will be done through the XRP interface using a multi-faceted security procedure. The JVTeam registration functions will be more robust and extensible than the current system, allowing registrars to benefit from more control over the way in which they interact with the registry. The functions required to create a new domain name will be augmented by two supporting components enabling registrars to A) check the availability of a domain and B) to cancel the registration within a specified time frame without incurring a registration fee. The XRP interface will provide these services in real-time, enabling registrars to fully integrate their own domain name registration web sites and brand them as their own. When combined with near real time zone file updates, the JVTeam registration services will facilitate the creation of a fully functioning domain name in less than one hour. This represents a significant advantage over the current 24-48 hour time frame. As part of the whole JVTeam offering, the registration services will provide a more automated, efficient service enabling the new TLD to compete effectively with .com and raise the standard for the registration services across the board.

Top level Domain Administration Services Registration is only one component of a domain name's life cycle. It is easy to forget that a domain name must be maintained throughout its license period. In many cases this will be as long as ten or more years. During that time it is critical for registrants to have easy access so they can move their domain names between Internet Service Providers (re-delegation) as well as between registrars if they so choose. It is also imperative that all relevant information for the domain name be kept current and valid. For registrars to ensure that their customers can perform these tasks easily, they must have access to simple, real-time maintenance functions. Registrars must be able to automate these processes wherever possible so their support costs can be kept low and the price provided to the registrant remains competitive.

Using the XRP protocol, accredited registrars will have access to all required domain name maintenance operations including contact information updates, registrant changes, re-delegations, license renewals, registrar transfers and cancellations. All of these services can be engaged directly, allowing the registrar to fully automate all domain name maintenance operations. Currently, several of these operations require expensive manual authentication. The JVTeam solution will facilitate easy automation of these operations by combining the XRP with a centralized Whois service and a  fat  registry. In this way, the operating costs for registrars will be significantly reduced, registrants will enjoy real-time maintenance services, and the TLD will offer a substantial competitive advantage over existing TLDs.

Top Level Domain Whois Service The Whois service is central to the operation of a top level domain. The JVTeam Whois service will centralize all relevant data for domain name registrations in the registry, including contact and authentication data. As under the current system, accredited registrars will have responsibility for creating and maintaining all associated registrant records for any domain name registered under their account. By providing this service at the registry level, the difficulties currently experienced in operations such as registrar transfers will be solved as initiating and authorizing such a request will be simply an additional function call on the registry. In addition, modifications to the Whois database will be enacted and visible in near real-time, further facilitating automation of operations such as ownership changes. The next- generation Whois service provided by JVTeam will enhance the stability of the Internet by cultivating consistency and minimizing end user confusion. The Whois service is described in detail in Section III.2.8

Zone File Update, Administration and Distribution Service The most important function of the DNS is to assist users in finding an Internet address and accessing the information stored there. Therefore, it is essential that domain names can be easily directed and re-directed to the appropriate IP address. To facilitate this, the zone file for the TLD must be easily updated and secure. Under the current system, it can take as long as 48 hours for a domain name to be redirected from one host to another. The JVTeam solution will allow registrants to easily modify the delegation details for their domain name and for those changes to be reflected in the TLD zone file in less than one hour. Utilizing the XRP interface, registrars will be able to facilitate these changes in real time allowing complete automation of the process. The registry will then make the requested changes directly into the zone file by updating the specific zone file entry. The registry will update all TLD zone nameservers across the network simultaneously and because of this, registrants will enjoy a real-time domain name experience and the TLD will be able to leverage this as a point of differentiation from .com. JVTeam will provide zone file administration and distribution services which will ensure a secure and stable top level domain space.

Nameserver Administration Service A domain name may also be used to construct a host name. For example, the domain name example.com (referred to as the parent) has a nameserver called ns1.example.com (referred to as the child). These nameservers are created by making an entry in the .com zone file which assigns the host name to a matching IP address. Since several thousand domain names may be delegated to a single nameserver, it is imperative for the stability of the Internet that these nameservers be easily created and maintained. The XRP will facilitate the creation and administration of nameservers in real time and those changes will then be reflected in the zone file in less than one hour. Under the current system, a change to a nameserver can bring down all of the domain names delegated to it for as long as 48 hours. Because the JVTeam registry solution will provide nameserver updates in near real time, these changes will have substantially less impact and will significantly reduce costs for many Internet Service Providers.

II.2.1.2 JVTeam Registry Support Services

JVTeam's unparalleled experience in providing domain name and data administration solutions makes it the only entity truly capable of providing the technical support and administration services necessary for the operation of a TLD registry.

JVTeam support services will be provided by account managers, First Tier Customer Support, Second Tier Customer Support and the Billing and Collections Team. JVTeam will ensure that the registrar community will have access to the right support from the right people.

Interfaces for Accessing Support JVTeam recognizes that a truly internationalized registry service must be capable of providing customer support through a number of different mediums. This will encourage development of the registrar community in all nations throughout the world. A registrar who finds telephone support particularly expensive may prefer to use email or an online messaging facility. The JVTeam registry will provide multiple interfaces to maximize effective communications between the registry and registrars.

Registrars will interface with registry support services via several different mediums including:

24 x 7 x 365 telephone access

24 x 7 x 365 email access

24 x 7 x 365 self help via our web site

Online messaging support

Extensive self-help provided via the registry web site including detailed documentation and FAQs

Easy to use training manuals

Discussion and news lists

Password access to reporting tools via a secured section of the registry web site.

These interfaces will be constantly refined by monitoring service levels and via feedback from the registrar community. The registry support interfaces will then continue to grow and change with the needs of our customers and other communication options such as real-time online chat and Voice Over IP (VOIP) support will be explored and deployed in accordance with the needs of the registrar community.

Dedicated Account Management Each registrar will be assigned a dedicated account manager. Account managers will pro-actively build solid customer relationships and ensure that all service levels are met. More than this, account managers will serve as the human interface between the registry and registrars to maximize communications in both directions and to assist registrars in developing their domain name businesses.

Some of the account manager's responsibilities will be to:

Act as a central point of communication between the registry and registrars for all business issues

Actively educate registrars to maximize their efficiency in using the registry system

Be a point of escalation for any problems encountered

Understand the registrar's business model and determine how the registry can assist in growing that business

Identify and provide solutions for any areas where the registry is not meeting the registrar's needs

Actively encourage and facilitate input from registrars in system development and enhancements

Communicate any system or procedural modifications.

Registry First Tier Customer Support JVTeam will provide a dedicated support team to assist with integration and operational issues. The Customer Support Team will service the registrar community 24 hours a day, 7 days a week.

The Customer Support Team will provide assistance with domain name registration and administration operations, provide troubleshooting assistance and problem resolution for first level technical and integration issues, answer questions regarding policy and procedures, address charging and payment issues, and explain general guidelines over the phone. In addition, Customer Support team members will actively follow customer requests through to resolution. If unable to provide resolution for an issue, the registry Customer Support Team will follow clear guidelines for escalation to either the registrar's account manager, the Second Tier Customer Support Team,or the relevant management team.

All customer support queries, phone or email, will be logged and tracked through assignment of a  trouble ticket  provided to the registrar. Technical and general customer support for registrars will be provided according to a clearly defined Service Level Agreement (SLA) between registrars and the registry, bringing an unprecedented level of service standards to this field.

While it is envisaged that 90-95% of technical enquiries will be resolved by the First Tier Customer Support Team, any technical issues which cannot be adequately resolved at that level will be immediately escalated to a second tier of technical support.

Registry Second Tier Customer Support Acting as a second level of escalation in resolving registrar technical issues, the Second Tier Customer Support Team will be responsible for providing complex problem identification and resolution, in-depth system integration assistance, and system trouble shooting. This team will be a subset of the Production Support Team. Some of the key functions supported by this team will be:

Addition of new registrars into the system

Maintenance of registrar security mechanisms such as public / private keys, passwords, etc.

System service reporting

Change management

Mass database modifications and up