Introduction

CentralNic provides support for its Registry Services customers, covering all aspects of its services, including:

• System performance (i.e. system responsiveness and availability)
• System functionality (APIs, web-based interfaces, reporting systems)
• System configuration (including policy implementation, pricing, and object management)
• Billing (registrar credit control, invoicing, payment processing)
• Security (data security, access control, incident response)
• ICANN compliance

CentralNic provides this support to its customers 24 hours a day, 365 days a year.

This article explains how Registry Services customers can contact CentralNic to submit enquiries relating to these services.

Important note: this document only relates to Registry Services customers, that is, TLD Registry Operators. It does not apply to registrars. For information on registrars can access our Support service, please consult the Operations Manual which is available through the Registrar Console.

Submitting support enquiries

All enquiries, irrespective of their priority, should be submitted through CentralNic’s support system:

https://centralnic.support

You don’t need to be logged in to submit an enquiry through this system. Alternatively, you can send an email to support@centralnic.com, or call us on +44 (0)20 33 88 0600.

Submitting your enquiry through this system ensures that we have a record of it in our system, and that our internal processes can be followed to ensure its timely resolution.

Prioritisation

Each support enquiry is given a priority, according to the following criteria:

• Normal: General enquiry, usage question, or feature enhancement request.
• Elevated: Issue with a non-critical feature for which a work-around may or may not exist.
• Severe: A serious issue with a primary feature necessary for daily operations for which no work-around has been discovered and which completely prevents the feature from being used.
• Critical: A major production system is down or severely impacted. These issues are likely to be categorised as catastrophic outages that affect overall Registry System operations.

Escalating support enquiries

By default, any enquiry reported through the above system will be treated as a “Normal” priority enquiry. If you believe that the enquiry should be given a higher priority, once you have submitted your request, please use the telephone number above to contact the support team and request escalation to the appropriate priority level.

Customer Success Team

Our Customer Success Team (CST) provides concierge support to Registry Services customers for the following activities:

• Training on using our self-service systems
• TLD migrations (inbound and outbound)
• Scheduled pricing changes
• Scheduled policy changes
• Launch processes (delegation, sunrise, landrush, EAP, GA)
• Bulk transfers
• Premium domain management
• ICANN compliance and auditing

This team handles these requests during normal business hours, so 24x7 support for these issues is not available (although any service-affecting issue which relates to the above can still be reported through the process outlined above).

If you have a request for the CST, please submit it to customersuccess@centralnicregistry.com. The CST also uses our Support System to track your request and ensure that it is dealt with in a timely manner.

Emergencies

We do not provide  a separate point of contact for submitting “emergency” enquiries (ie Severe or Critical priority). For these, please use the process outlined above: submit your enquiry through the Support System, and then call us to request escalation.

For Severe or Critical enquiries, our support team will then immediately escalate to the appropriate internal teams.

Service Level Agreement

CentralNic commits to the following target response times for all support enquiries submitting in accordance with the procedures outlined in this document:

Dos and don’ts

• Do use our Support System to submit your issues.
• Don’t try to reach out to individual employees, including your Account Manager, to report your issues, since they may not always be available.
• Do encourage registrars to submit support enquiries to us directly: if all their enquiries come via you, that means it takes longer for them to be resolved
• Do keep your account manager in the loop on any enquiries you submit, you can CC them on your email when you submit it, so they can follow up internally as needed.
• Don’t raise issues in a chat group or messaging app: although these systems are great for coordinating activities between teams of people, they do not integrate with our support system, so we can’t track your enquiry or ensure that it’s resolved in a timely manner.