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Member Services Update 
Vivek Nigam, 18 September, 2014
Member Services Team 
2 
Multi-Lingual: Multi-skilled: 
- Japanese - Database 
- Hindi - Networking 
- Cantonese - Design 
- Mandarin - Customer service 
- Tamil - Programming 
- Sinhalese - Projects
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
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
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
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
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
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
MyAPNIC 
9
Updated correspondence features 
10 
Request new correspondence and 
view existing correspondence 
Contact APNIC Executive Council
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
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
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
Reverse DNS delegations by RIRs 
14 
http://www.iana.org/numbers
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
Thank you! 
Comments or questions ?

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Member Services Update, by Vivek Nigam [APNIC 38]

  • 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
  • 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 ?