| gTLD | Full Legal Name | E-mail suffix | Detail | | .gdn | Joint Stock Company ʺNavigation-information systemsʺ | nis-glonass.ru | View |
Whois: describe how the applicant will comply with ICANNʹs Registry Publicly Available Registration Data (Whois) specifications for data objects, bulk access, and lookups as defined in Specifications 4 and 6 to the registry agreement. Describe how the Applicantʹs Registry Publicly Available Registration Data (Whois) service will comply with RFC 3912. Describe resourcing plans (number and description of personnel roles allocated to this area).
WHOIS System Architecture
The WHOIS service contains data submitted by registrars during the domain name registration process. Any changes made to the data will be reflected in real-time, thus providing all interested parties with up-to-date information.
The WHOIS services to be provisioned include:
a. Port 43 command prompt WHOIS;
b. Searchable Port 80 web based WHOIS;
c. Configurable Port 43 rate limiter to prevent excessive request from the same IP;
d. Penalty for violation of query limit (e.g. barring access for the next 24 hours);
e. Ability to exclude certain IPs from normal rate limiting facilities;
f. Support multilingual WHOIS display;
g. Easy, scalable and reliable WHOIS service;
h. Ensure accuracy in the display of WHOIS data; and
i. Conforms to RFC 3912.
WHOIS Access Method
WHOIS service shall be accessed via:
Command line (port 43)
The command line WHOIS allow queries by domain name in compliance to RFC 3912. The information will be displayed in a standard format. The WHOIS client makes a text request to the WHOIS server, then the WHOIS server replies with text content. All requests are terminated with ASCII CR and then ASCII LF. The response might contain more than one line of text, so the presence of ASCII CR or ASCII LF characters does not indicate the end of the response. The WHOIS server closes its connection as soon as the output is finished. The closed TCP connection is the indication to the client that the response has been received.
Registry Public Web Site (port 80)
The web based WHOIS is a searchable WHOIS by domain name. The corresponding information will be displayed if a match is found.
Both web and command prompt WHOIS will be accessing a standard database connection pool before connecting to the database as shown below. The secondary database is configured to replicate the data from production database in real time. A interconnectivity diagram between the SRS and WHOIS service is attached.
DB Connection Thread Controller
The WHOIS system will connect directly to replicate secondary database using a connection pool which will limit the number of maximum connections that can be connected to the database at any given time. Once the maximum is reached, the remaining requests are queued until the current connections are released. If the connection(s) could not be released on time (until database timeout hits), the system will throw an error out stating that the system is currently busy.
Searchable WHOIS Service
The registry will offer searchable web-based WHOIS service on a subscription basis and reserves the rights to impose a fee. The searchable WHOIS will have partial match capabilities on the following fields:
• domain name
• registrant’s name
• registrant’s postal address
• all the sub-fields described in EPP (e.g., street, city, state or province, etc.).
The WHOIS will offer exact-match capabilities on the following fields:
• registrar id
• name server name
• name server’s IP address (only applies to glue records).
The searchable WHOIS will allow Boolean search capabilities supporting logical operators to join a set of search criteria: AND, OR, NOT. The search results will include domain names matching the search criteria.
A potential form of abuse for this feature is data-mining, which is already commonly seen in the domain name industry with many domain name registries implementing reviewing their public WHOIS display policies to mitigate the problem. For example, SGNIC (.SG Registry) has recently revamped their WHOIS display to remove the mailing address of the registrant and administrative contact, the mailing address and telephone number of the technical contact and all of the information of the billing contact. The formal announcement from SGNIC can be found at http:⁄⁄sgnic.sg⁄news⁄sgnic-sg-whois-changes-2-may-2012.
The subscribers can access the searchable WHOIS feature from The registry website. To access this feature, the subscriber would have to apply for access to the feature and sign an agreement with The registry. The registry reserves the right not to approve the application. Upon approval, the subscriber would be given an unique login to ensure non-abusive use of this feature. The search is also protected by Image Verification Check (IVC). The access to this service will be monitored by The registry. Any abuse detected by The registry will be severely dealt with and the access of the offending subscriber will be revoked immediately.
All subscribers will agree to abide by all applicable privacy laws and policies as stated in the Searchable WHOIS Subscription Agreement.
WHOIS Data Watch Service
The registry will provide a service for alerts on WHOIS information change. Any changes on the WHOIS data will be alerted to the previous and the new email address of the registrant contact. The registry shall provide the services for free but reserves the right to impose a fee on the service. This feature provides extra security to ensure accuracy of the WHOIS information.
WHOIS Query Control
The WHOIS service has the capability to perform query limit to avoid bulk access. The registry has the flexibility to amend the rate limit any time. To avoid further access to the registrant information, the search do not allow query on the registrant name. The search will return exact match results to avoid harvesting of related matching records.
WHOIS and Privacy
The registry shall provide access to registrant information to the extent compatible with applicable privacy laws and policies. The registry shall not use the WHOIS data to send any unsolicited email to registrants, to solicit registrants by telephone or to otherwise engage in unauthorized uses of their data. The registry shall not sell any WHOIS data to third party under any circumstances.
Registrars will agree to abide by all applicable privacy laws and policies as stated in the Registry Registrar Agreement. Registrars shall require customers to enter into an agreement prohibiting the customer from using the WHOIS database to send email, contact by phone or use it for other commercial purposes.
Registrars are required to post privacy policies that provide clear and complete notice to registrants of the type of data that will be collected, the use of such data in operating the registry service and correct data maintained by The registry. Such data are required for submission of domain registration.
System Network and Hardware:
For optimum effect of WHOIS server, minimum 2 WHOIS servers will be provisioned. 2 database servers are provisioned as replicated secondary database cluster from the production site. A backup WHOIS server is setup for disaster recovery purposes in the primary data center. The network diagram is attached.
Interconnectivity and Synchronization
A replicated secondary database cluster is configured to replicate data from the main database in the SRS system. The secondary database will provide WHOIS query and data access for reports. The replication will be done using MySQL bidirectional geographical replication feature which is near real time and providing active-active hot site. The monitoring system will probe the services in the SRS in real time.
Source (SRS) to Destination (WHOIS)
- A secondary database cluster will be installed for providing the WHOIS response. The synchronisation is done using bidirectional database replication. The data are replicated to secondary database within mili seconds.
WHOIS Output
The WHOIS server is based on a template system for both web interface and command line based WHOIS. The templates can be configured and changed in real time. The standard WHOIS output format is as below:
Sample WHOIS Output (Search By Domain):
Domain Name:EXAMPLE〈New gTLD String〉
Created On:18-Feb-1996 05:00:00 UTC
Last Updated On:26-Mar-2010 16:53:27 UTC
Expiration Date:19-Feb-2015 05:00:00 UTC
Sponsoring Registrar:GoDaddy.com, Inc. (R91-VIP)
Status:DELETE PROHIBITED
Status:TRANSFER PROHIBITED
Status:UPDATE PROHIBITED
Registrant ID:VIP-0000012
Registrant Name:Registration Department
Registrant Organization:Domain Company.
Registrant Street1: 1511 Hayden Rd.
Registrant Street2:Ste 160, PMB 353
Registrant Street3:
Registrant City:Scottsdale
Registrant State⁄Province:Arizona
Registrant Postal Code:85260
Registrant Country:US
Registrant Phone:+1.4806242599
Registrant Phone Ext.:
Registrant FAX:+1.4806242598
Registrant FAX Ext.:
Registrant Email:admin@example.com
Admin ID:VIP-22131674
Admin Name:Registration Department
Admin Organization:Domain Company.
Admin Street1:1511 Hayden Rd.
Admin Street2:Ste 160, PMB 353
Admin Street3:
Admin City:Scottsdale
Admin State⁄Province:Arizona
Admin Postal Code:85260
Admin Country:US
Admin Phone:+1.4806242599
Admin Phone Ext.:
Admin FAX:+1.4806242598
Admin FAX Ext.:
Admin Email:admin@example.com
Tech ID:VIP-12131674
Tech Name:Registration Department
Tech Organization:Domain Company
Tech Street1:1511 Hayden Rd.
Tech Street2:Ste 160, PMB 353
Tech Street3:
Tech City:Scottsdale
Tech State⁄Province:Arizona
Tech Postal Code:85260
Tech Country:US
Tech Phone:+1.4806242599
Tech Phone Ext.:
Tech FAX:+1.4806242598
Tech FAX Ext.:
Tech Email:admin@example.com
Name Server:NS1.EXAMPLE〈New gTLD String〉
Name Server:NS2.EXAMPLE〈New gTLD String〉
DNSSEC:Signed
DS Created 1:26-Mar-2010 16:52:50 UTC
DS Maximum Signature Life 1:3456000 seconds
DS Key Tag 1:54135
Algorithm 1:5
Digest Type 1:1
Digest 1:225F055ACB65C8B60AD18B3640062E8C23A5FD89
DS Created 2:26-Mar-2010 16:53:27 UTC
DS Maximum Signature Life 2:3456000 seconds
DS Key Tag 2:54135
Algorithm 2:5
Digest Type 2:2
Digest 2:6CDE2DE97F1D07B23134440F19682E7519ADDAE180E20B1B1EC52E7F58B2831D
If the information does not exist, WHOIS will display a message e.g. “No Record Found”.
Sample WHOIS Output (Search By Host or Host IP: For Searchable WHOIS Subscribers Only):
Hostname: ns1.fivio.vip
Created On:18-Feb-1996 05:00:00 UTC
Last Updated On:26-Mar-2010 16:53:27 UTC
Expiration Date:19-Feb-2015 05:00:00 UTC
Sponsoring Registrar:GoDaddy.com, Inc. (R91-VIP)
IP address: 202.11.11.90
IP address: 202.11.11.91
Sample WHOIS Output (Search By Registrar Name, Address, Phone etc: For Searchable WHOIS Subscribers Only):
Registrar Name: Example Registrar, Inc.
Street: 1234 Admiralty Way
City: Marina del Rey
State⁄Province: CA
Postal Code: 90292
Country: US
Phone Number: +1.3105551212
Fax Number: +1.3105551213
NEW GTLD AGREEMENT SPECIFICATIONS
Email: registrar@example.tld
WHOIS Server: whois.example-registrar.tld
Referral URL: http:⁄⁄www. example-registrar.tld
Admin Contact: Joe Registrar
Phone Number: +1.3105551213
Fax Number: +1.3105551213
Email: joeregistrar@example-registrar.tld
Admin Contact: Jane Registrar
Phone Number: +1.3105551214
Fax Number: +1.3105551213
Email: janeregistrar@example-registrar.tld
Technical Contact: John Geek
Phone Number: +1.3105551215
Fax Number: +1.3105551216
Email: johngeek@example-registrar.tld
Sample WHOIS Output (Search By Registrant ID: For Searchable WHOIS Subscribers Only):
Registrant ID:VIP-0000012
Created On:18-Feb-1996 05:00:00 UTC
Last Updated On:26-Mar-2010 16:53:27 UTC
Expiration Date:19-Feb-2015 05:00:00 UTC
Sponsoring Registrar:GoDaddy.com, Inc. (R91-VIP)
Registrant Name:Registration Department
Registrant Organization:Domain Company.
Registrant Street1: 1511 Hayden Rd.
Registrant Street2:Ste 160, PMB 353
Registrant Street3:
Registrant City:Scottsdale
Registrant State⁄Province:Arizona
Registrant Postal Code:85260
Registrant Country:US
Registrant Phone:+1.4806242599
Registrant Phone Ext.:
Registrant FAX:+1.4806242598
Registrant FAX Ext.:
Registrant Email:admin@example.com
Internationalized Domain Name (IDN)
The same templates that are used for the English version will be used for IDN display. Users will have to convert the domain name to xn—before executing the query.
IPv6 Address
Any hostname submitted with IPv6 AAAA record will be displayed.
Resource and Operation Plan
Qinetics will deploy the Registry Service of The registry using its existing system and infrastructure. During the implementation of The registry, new server hardware will be provisioned for WHOIS services. Our Data Center Engineer will perform the server provisioning and installation of OS. Once the hardware is provisioned, System Administrator shall continue to install the required software and perform security configurations. On the other hand, the Database Administrator will ensure the database cluster work fine across geographically different data centers. The assigned Software Developer will configure the WHOIS display template into the WHOIS system. Once done, our Test Engineer will perform rigorous testing procedures to ensure the system performs according to specifications. Upon the testing is fully completed, the WHOIS system shall be hand-over to System Administrator to perform deployment to production environment. Throughout the process, a Project Manager is assigned to perform project management and overall control on the implementation. The Project Manager will conduct training to the registry users on the functionalities of the system. The WHOIS setup shall be completed within 2 weeks.
The system will be in maintenance mode after the System is deployed. The WHOIS will be supported by general helpdesk support for enquiries. Any support issue related to WHOIS will be escalated to the Application Support Engineer for trouble shooting. System Administrator is tasked to monitor the EPP availability. Whenever there is a support ticket, Application Support Engineer and System Administrator will further escalate the support request base on severity. The emergency response team will be triggered whenever there is a catastrophe scenario at the highest severity.
Once a remedy is identified, Test Engineer will perform testing on the fixes before deployment by System Administrator. During maintenance, the out sourcing party has committed 4 resources for the 24 x 7 helpdesk, 4 data center engineers, 2 application support engineers, 1 support manager, 1 test engineer and 2 system administrators. As part of on going policy changes, a team of software developer is available for any standards upgrade to the WHOIS and the changes will trigger the change request procedure in accordance to CMMI standards.
Compliance Table (Specification 4)
The table showing our compliance to specification 4 is attached.
| gTLD | Full Legal Name | E-mail suffix | Detail | | .life | Xiamen 35.com Technology Co.,Ltd | 35.cn | View |
1 WHOIS System Architecture
The WHOIS service contains data submitted by registrars during the domain name registration process. Any changes made to the data will be reflected in real-time, thus providing all interested parties with up-to-date information.
The WHOIS services to be provisioned include:
a) Port 43 command prompt WHOIS;
b) Searchable Port 80 web based WHOIS;
c) Configurable Port 43 rate limiter to prevent excessive request from the same IP;
d) Penalty for violation of query limit (e.g. barring access for the next 24 hours);
e) Ability to exclude certain IPs from normal rate limiting facilities;
f) Support multilingual WHOIS display;
g) Easy, scalable and reliable WHOIS service;
h) Ensure accuracy in the display of WHOIS data; and
i) Conforms to RFC 3912.
2 WHOIS Access Method
WHOIS service shall be accessed via:
2.1 Command line (port 43)
The command line WHOIS allow queries by domain name in compliance to RFC 3912. The information will be displayed in a standard format. The WHOIS client makes a text request to the WHOIS server, then the WHOIS server replies with text content. All requests are terminated with ASCII CR and then ASCII LF. The response might contain more than one line of text, so the presence of ASCII CR or ASCII LF characters does not indicate the end of the response. The WHOIS server closes its connection as soon as the output is finished. The closed TCP connection is the indication to the client that the response has been received.
2.2 Registry Public Web Site (port 80)
The web based WHOIS is a searchable WHOIS by domain name, host name and registrant ID. The corresponding information will be displayed if a match is found.
Both web and command prompt WHOIS will be accessing a standard database connection pool before connecting to the database as shown below. The secondary database is configured to replicate the data from production database in real time.
Detailed description is provided in attachment (26-1.png)
3 DB Connection Thread Controller
The WHOIS system will connect directly to replicate secondary database using a connection pool which will limit the number of maximum connections that can be connected to the database at any given time. Once the maximum is reached, the remaining requests are queued until the current connections are released. If the connection(s) could not be released on time (until database timeout hits), the system will throw an error out stating that the system is currently busy.
4 WHOIS Data Watch Service
Registry will provide a watch service for alerts on WHOIS information change. Any changes on the WHOIS data will be alerted to the previous and the new email address of the registrant contact. This feature provides extra security to ensure accuracy of the WHOIS information.
5 Searchable WHOIS Service
Registry will offer searchable the web-based WHOIS Service. The searchable WHOIS will have partial match capabilities on the following fields:
a) domain name
b) registrant’s name
c) registrant’s postal address
d) all the sub-fields described in EPP (e.g., street, city, state or province, etc.).
The WHOIS will offer exact-match capabilities on the following fields:
a) registrar id
b) name server name
c) name server’s IP address (only applies to glue records).
The searchable WHOIS will allow Boolean search capabilities supporting logical operators to join a set of search criteria: AND, OR, NOT. The search results will include domain names matching the search criteria.
The web search is protected by Image Verification Check (IVC) and it is only provided to the verified subscribers. The subscribers shall provide identification card number or social security number and contact number as verification to ensure non-abusive use of this feature. The access to this service will be monitored by Registry.
All subscribers will agree to abide by all applicable privacy laws and policies as stated in the Searchable WHOIS Subscription Agreement.
6 WHOIS Query Control
The WHOIS service has the capability to perform query limit to avoid bulk access. The registry has the flexibility to amend the rate limit any time. To avoid further access to the registrant information, the search do not allow direct query on the registrant name for port 43. The search only allows query on Registrant ID. The search will return exact match results on port 43 to avoid harvesting of related matching records.
7 WHOIS and Privacy
Registry shall provide access to registrant information to the extent compatible with applicable privacy laws and policies. Registry shall not use the WHOIS data to send any unsolicited email to registrants, to solicit registrants by telephone or to otherwise engage in unauthorized uses of their data. Registry shall not sell any WHOIS data to third party under any circumstances.
Registrars will agree to abide by all applicable privacy laws and policies as stated in the Registry Registrar Agreement. Registrars shall require customers to enter into an agreement prohibiting the customer from using the WHOIS database to send email, contact by phone or use it for other commercial purposes.
Registrars are required to post privacy policies that provide clear and complete notice to registrants of the type of data that will be collected, the use of such data in operating the registry service and correct data maintained by Registry. Such data are required for submission of domain registration.
8 System Network and Hardware:
For optimum effect of WHOIS server, minimum 2 WHOIS servers will be provisioned. 2 database servers are provisioned as replicated secondary database cluster from the production site. The network diagram is provided in attachment (26-2.png).
9 Interconnectivity and Synchronization
A replicated secondary database cluster is configured to replicate data from the main database in the SRS system. The secondary database will provide WHOIS query and data access for reports. The replication will be done using MySQL bidirectional geographical replication feature which is near real time and providing active-active hot site. The monitoring system will probe the services in the SRS in real time.
Source (SRS) to Destination (WHOIS)
- A secondary database cluster will be installed for providing the WHOIS response. The synchronisation is done using bidirectional database replication. The data are replicated to secondary database within mili seconds.
10 WHOIS Output
The WHOIS server is based on a template system for both web interface and command line based WHOIS. The templates can be configured and changed in real time. The standard WHOIS output format is as below:
10.1 Sample WHOIS Output (Search By Domain):
Domain Name:EXAMPLE.LIFE
Created On:18-Feb-1996 05:00:00 UTC
Last Updated On:26-Mar-2010 16:53:27 UTC
Expiration Date:19-Feb-2015 05:00:00 UTC
Sponsoring Registrar:GoDaddy.com, Inc. (R91- )
Status:DELETE PROHIBITED
Status:TRANSFER PROHIBITED
Status:UPDATE PROHIBITED
Registrant ID: -0000012
Registrant Name:Registration Department
Registrant Organization:Domain Company.
Registrant Street1: 1511 Hayden Rd.
Registrant Street2:Ste 160, PMB 353
Registrant Street3:
Registrant City:Scottsdale
Registrant State⁄Province:Arizona
Registrant Postal Code:85260
Registrant Country:US
Registrant Phone:+1.4806242599
Registrant Phone Ext.:
Registrant FAX:+1.4806242598
Registrant FAX Ext.:
Registrant Email:admin@example.com
Admin ID: -22131674
Admin Name:Registration Department
Admin Organization:Domain Company.
Admin Street1:1511 Hayden Rd.
Admin Street2:Ste 160, PMB 353
Admin Street3:
Admin City:Scottsdale
Admin State⁄Province:Arizona
Admin Postal Code:85260
Admin Country:US
Admin Phone:+1.4806242599
Admin Phone Ext.:
Admin FAX:+1.4806242598
Admin FAX Ext.:
Admin Email:admin@example.com
Tech ID: -12131674
Tech Name:Registration Department
Tech Organization:Domain Company
Tech Street1:1511 Hayden Rd.
Tech Street2:Ste 160, PMB 353
Tech Street3:
Tech City:Scottsdale
Tech State⁄Province:Arizona
Tech Postal Code:85260
Tech Country:US
Tech Phone:+1.4806242599
Tech Phone Ext.:
Tech FAX:+1.4806242598
Tech FAX Ext.:
Tech Email:admin@example.com
Name Server:NS1.EXAMPLE.
Name Server:NS2.EXAMPLE.
DNSSEC:Signed
DS Created 1:26-Mar-2010 16:52:50 UTC
DS Maximum Signature Life 1:3456000 seconds
DS Key Tag 1:54135
Algorithm 1:5
Digest Type 1:1
Digest 1:225F055ACB65C8B60AD18B3640062E8C23A5FD89
DS Created 2:26-Mar-2010 16:53:27 UTC
DS Maximum Signature Life 2:3456000 seconds
DS Key Tag 2:54135
Algorithm 2:5
Digest Type 2:2
Digest 2:6CDE2DE97F1D07B23134440F19682E7519ADDAE180E20B1B1EC52E7F58B2831D
If the information does not exist, WHOIS will display a message e.g. “No Record Found”.
10.2 Sample WHOIS Output (Search By Host or Host IP: Web WHOIS Only):
Hostname: ns1.fivio.
Created On:18-Feb-1996 05:00:00 UTC
Last Updated On:26-Mar-2010 16:53:27 UTC
Expiration Date:19-Feb-2015 05:00:00 UTC
Sponsoring Registrar:GoDaddy.com, Inc. (R91- )
IP address: 202.11.11.90
IP address: 202.11.11.91
10.3 Sample WHOIS Output (Search By Registrar Name, Address, Phone etc: Web WHOIS Only):
Registrar Name: Example Registrar, Inc.
Street: 1234 Admiralty Way
City: Marina del Rey
State⁄Province: CA
Postal Code: 90292
Country: US
Phone Number: +1.3105551212
Fax Number: +1.3105551213
NEW GTLD AGREEMENT SPECIFICATIONS
Email: registrar@example.tld
WHOIS Server: whois.example-registrar.tld
Referral URL: http:⁄⁄www. example-registrar.tld
Admin Contact: Joe Registrar
Phone Number: +1.3105551213
Fax Number: +1.3105551213
Email: joeregistrar@example-registrar.tld
Admin Contact: Jane Registrar
Phone Number: +1.3105551214
Fax Number: +1.3105551213
Email: janeregistrar@example-registrar.tld
Technical Contact: John Geek
Phone Number: +1.3105551215
Fax Number: +1.3105551216
Email: johngeek@example-registrar.tld
10.4 Sample WHOIS Output (Search By Registrant ID: Web WHOIS Only):
Registrant ID: -0000012
Created On:18-Feb-1996 05:00:00 UTC
Last Updated On:26-Mar-2010 16:53:27 UTC
Expiration Date:19-Feb-2015 05:00:00 UTC
Sponsoring Registrar:GoDaddy.com, Inc. (R91- )
Registrant Name:Registration Department
Registrant Organization:Domain Company.
Registrant Street1: 1511 Hayden Rd.
Registrant Street2:Ste 160, PMB 353
Registrant Street3:
Registrant City:Scottsdale
Registrant State⁄Province:Arizona
Registrant Postal Code:85260
Registrant Country:US
Registrant Phone:+1.4806242599
Registrant Phone Ext.:
Registrant FAX:+1.4806242598
Registrant FAX Ext.:
Registrant Email:admin@example.com
11 Internationalized Domain Name (IDN)
The same templates that are used for the English version will be used for IDN display. Users will have to convert the domain name to xn—before executing the query.
12 IPv6 Address
Any hostname submitted with IPv6 AAAA record will be displayed.
13 Resource and Operation Plan
Xiamen 35.com Technology Co., Ltd will deploy the Registry Service using its existing system and infrastructure. During the implementation of .life Registry, new server hardware will be provisioned for WHOIS services. Our Data Center Engineer will perform the server provisioning and installation of OS. Once the hardware is provisioned, System Administrator shall continue to install the required software and perform security configurations. On the other hand, the Database Administrator will ensure the database cluster work fine across geographically different data centers. The assigned Software Engineer will configure the WHOIS display template into the WHOIS system. Once done, our Test Engineer will perform rigorous testing procedures to ensure the system performs according to specifications. Upon the testing is fully completed, the WHOIS system shall be hand-over to System Administrator to perform deployment to production environment. Throughout the process, a Project Manager is assigned to perform project management and overall control on the implementation. The Project Manager will conduct training to the registry users on the functionalities of the system. The WHOIS setup shall be completed within 2 weeks.
The system will be in maintenance mode after the System is deployed. The WHOIS will be supported by general helpdesk support for enquiries. Any support issue related to WHOIS will be escalated to the Software Engineer for trouble shooting. System Administrator is tasked to monitor the EPP availability. Whenever there is a support ticket, Software Engineer and System Administrator will further escalate the support request base on severity. The emergency response team will be triggered whenever there is a catastrophe scenario at the highest severity.
Once a remedy is identified, Test Engineer will perform testing on the fixes before deployment by System Administrator. During maintenance, Xiamen 35.com Technology Co., Ltd will commit the following resources for the 24 x 7 helpdesk, 2 data center engineers, 2 software engineers, 1 support manager, 1 test engineer and 1 system administrator. As part of on going policy changes, a team of software engineers is available for any standards upgrade to the WHOIS and the changes will trigger the change request procedure in accordance to CMMI standards.
Please further refer to the detailed resource plan in question 31 for the human resource policy, job description and skills-required for the above-mentioned resources.