A presentation given at APNIC 38 during the APNIC Services session.

1. Member Services Update
Vivek Nigam, 18 September, 2014

2. Member Services Team
2
Multi-Lingual: Multi-skilled:
- Japanese - Database
- Hindi - Networking
- Cantonese - Design
- Mandarin - Customer service
- Tamil - Programming
- Sinhalese - Projects

3. Member Services Team
3
We support APNIC Members
• General queries on APNIC services &
procedures
• Account management and payment
• Whois updates & troubleshooting
• Reverse DNS
• MyAPNIC support
The team
• Operates 9 am to 9pm
(UCT +10)
• Are multilingual
• Contactable via online
chat, email & phone

4. Overview
• Service improvements
- IRT object campaign
- New VOIP phone system
- New Member welcome calls
- MyAPNIC
- Security
• Trends and Observation
- Reverse DNS delegation
- Geolocation updates
4

5. IRT Object Campaign
5
November,
2010
IRT object policy implemented to improve
network abuse contact information in the
whois database
Stage 1: To encourage adoption of this policy
Stage 2: Sent reminders to members who
have not registered any IRT object
2nd Qtr 2013
2nd Qtr 2014

6. IRT campaign outcome
6
% of accounts that have IRT created and referenced
42
85
87
90
80
70
60
50
40
30
Before the campaign After 1st Stage After 2nd Stage

7. New VOIP phone system
• Greatly improved sound quality
• Call overflow management
• Select support unit and leave message
• Calls placed in queues to reduce average wait time
7

8. New Member welcome calls
• Get feedback on membership process
• Assist with MyAPNIC registration
• Educate how to update whois database
• Policy requirement to keep registration updated
8

9. MyAPNIC
9

10. Updated correspondence features
10
Request new correspondence and
view existing correspondence
Contact APNIC Executive Council

11. Security
• Security of online payment page has been enhanced
- Invoice retrieval and payment confirmation page secured
• Email has been made secure
- SMTP TLS is now enabled (RFC3207)
11
Protection against passive eavesdropping

12. Trends and observation
• Geolocation issues affecting Members
- Incorrect geolocation information
- No geolocation information
- Website access based on IP location
• Reverse DNS delegation
- How to register?
- How long does it take?
12

13. Reverse DNS delegation
13
Create
domain object
Register your domain object from
MyAPNIC or via Helpdesk
APNIC NS MyAPNIC: In a few minutes
E-mail: Within 2 hours
Within 4 hours after APNIC FTP
zone is updated
Other RIR
NS
Global NS
Additional time to update global
DNS based on TTL/refresh values

14. Reverse DNS delegations by RIRs
14
http://www.iana.org/numbers

15. Geolocation
15
Geoloc attribute
introduced in July 2013
to provide hints to geo-service
providers
Relatively new feature
and not widely used by
all Members and geo-service
providers
Ensure your APNIC
Whois Database
registration is up to date
Update your IP
information in third party
GEOIP databases such
as MaxMind, IP2
location
For records maintained
by APNIC:
We do not set the geoloc
attributes
We record your
economy of registration
www.apnic.net/geolocation

16. Thank you!
Comments or questions ?