The Importance of the .EU Registrar Advisory Board

By Adam Eisner on August 3rd, 2010
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At OpenSRS, .EU is an integral part of our business. Our strong presence throughout Europe means the domain extension, which is immediately recognizable across the continent, is one most of the most popular sold among our European resellers. And with the registry having now surpassed three million names under management, it is clear the extension resonates with European individuals and businesses.

EurIDGiven .EU’s importance to us, I was very pleased to be appointed the North American representative to the registry’s Registrar Advisory Board earlier this year. EURid, the .EU registry operator, convenes a meeting of the Board three times a year to gather feedback from the registrar community. Discussion topics range from key registry performance metrics to upcoming features and releases, and can also involve a great deal of back and forth between attendees about the registry’s direction.

Overall, the discussions generally stay within the Board’s mandated scope, which is to (and I will borrow directly from the registry here):

  • Advise the EURid Board on issues where the EURid Board might need to consult the registrar community;
  • Consider and bring to the attention of the EURid Board any policy or operational issue that might be of future importance or affect the .EU domain space;
  • Submit input to the long-term strategies;
  • Channel the feedback of the larger stakeholder community into EURid;
  • Help strengthen relationships with the registrar community;
  • Support EURid in its interactions with other stakeholders.

As a representative of a registrar with a particularly unique business model, I try to keep my eyes and ears open for issues and topics that could have a particular impact on resellers. The Board, which is comprised largely of retail-focused registrars, can sometimes get deeply involved in discussions and suggestions that don’t necessarily fit well with reseller-focused business models. As such, I always try to make sure our view is heard.

To EurID’s credit, they could simply ignore the Board and its input, and continue operating the registry as they see fit. However, EURid staff and management are actively involved with the Board, and are constantly soliciting feedback. This is something few of the registries that registrars work with do on a regular basis.

Although I’m only a few months into a three-year mandate, I have found the experience thus far extremely valuable and rewarding. I look forward to continuing to help shape policy for one of the world’s largest ccTLDs in the future.

The upside of downtime in today’s socially connected Interwebs

By Ben Lucier on August 2nd, 2010
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If you’re an OpenSRS reseller, I have no doubt that you’re concerned about availability and uptime. Downtime affects us all and it really, really sucks.

As if dealing with a service impacting incident while it’s happening isn’t difficult enough, social tools like Twitter make it impossible to squelch harmful speculation that can result from a lack of communication with customers.

The point is, if there’s bad news to communicate, it’s best that your users hear it straight from you.

Although the black cloud of downtime affects us all, you’ll see in Lenny Rachitsky’s webcast titled “The Upside of Downtime“, with proper planning it doesn’t have to be all doom and gloom. In fact, executed within the right communications framework, a service impacting incident might even be considered an opportunity to build trust with users.

Lenny heads up R&D for the Webmetrics division of Neustar. He also blogs about transparency on his blog at Transparent Uptime and can be followed on Twitter at @lennysan.

In his O’Reilly webcast, Lenny shares his framework for dealing with incidents through effective Preparation, Communication and Explanation. The webcast is just under an hour and talks about specific strategies, including how to gain buy-in from departments that might be hesitant about implementing such a framework.

If you’re responsible for uptime, or communicating uptime, I’d highly recommend you make time to hear what Lenny has to say.

At OpenSRS, we’ve long since learned the benefits of being transparent with our resellers and although we’re far from perfect, we’ve made great strides in providing comprehensive, realtime communications that adheres to much of the framework that Lenny describes.

Has your company implemented a transparent communications framework? What tools are you using? How’s it going? Any challenges and obstacles along the way?

I’d love to hear your story, because we all have downtime affecting each of us. It doesn’t matter how large we grow, how much money we spend on infrastructure or how bright our people are.

What’s your uptime story and how are you communicating it?

**Thanks to Kevin Dooley for releasing his cloud photo, “Am I an Angry Cloud, or a Happy Cloud?” under a Creative Commons license. We personally think it’s an angry cloud working towards become a happy cloud real soon!

Holiday Hours: Civic Holiday, August 2

By Ben Lucier on July 30th, 2010
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Beach
Monday, August 2nd is civic holiday in Ontario (Simcoe Day) and Tucows HQ here in Toronto will be operating on holiday hours.

The photo is courtesy of Stefan Lins. Thanks for making your photo available under a Creative Commons license!

Here’s a list of departments along with any special holiday hours for Monday, August 2nd, 2010:

Department Hours
Technical Support Regular hours
Payments Closed
Compliance Closed

We wish everyone a safe and enjoyable holiday!

Ken Schafer talks “transparency in action” with Lenny Rachitsky

By Ben Lucier on July 29th, 2010
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Yesterday, our very own Ken Schafer talked with Lenny Rachitsky from Transparent Uptime about the benefits, efforts and challenges behind the  implementation of operational transparency at OpenSRS.

Being transparent with your customers is an important part of customer service these days. From the interview:

“The days of hiding are over. You now have a choice of whether you want to tell the story or have others misrepresent the story on your behalf. It seems scary to admit you have problems but you gain so much by being open and honest that the stress of taking a new approach to communications is easily outweighed.” –Ken Schafer

Although we have a lot more work ahead of us, we’re proud of our transparency efforts here at OpenSRS. Visit Transparent Uptime for the full interview.

To see OpenSRS Status live view, visit http://status.opensrs.com.

Transferring Domains made Easier

By OpenSRS Team on July 28th, 2010
Posted in Reseller Resources »
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We hear all the time from domain registrants and resellers alike, that transferring a domain name from one registrar to another is too complex. What should be a fairly straight forward process can be complicated by different interfaces at different registrars.

We want to make it easier for your customers to transfer their domains from other registrars to you. To help you out, we took a complete look at the domain transfer processes of the top ten competitor registrars — 1&1, Go Daddy, Joker, MelbourneIT, Moniker, Namecat, Namecheap, Network Solutions, Register.com and Web.com.

Screencasts for Resellers

Using that research, we’ve created a series of PDFs, with screenshots, that will help registrants successfully complete their transfers to you.

Preparing your Domain to Transfer” includes step-by-step documentation, with accompanying screenshots for each of the top ten registrars. Here’s the PDF for GoDaddy as an example:

Transferring a GoDaddy Domain

Maximize your Transfers-In

Using these tools, you can assist your customers in ensuring a successful domain transfer. Your customers will learn the 4 basic steps required to prepare a domain for transfer:

  • Ensuring WHOIS contact information is correct
  • Making required WHOIS privacy changes
  • Unlocking the domain so it can be transferred
  • Obtaining the transfer authorization code for the domain

All of the content is white-labeled and ready for you to add your own Reseller branding to share with your customers.

Available for Download Today

To download the complete set in PDF format go to our Transfers-In marketing resources downloads page.