Customer Service

News & Views

Customer Portal Functionality Expanded

In a continual effort to improve user experience, ICANN has deployed enhancements to the Customer Portal. These system upgrades will enable applicants to access their TLD application information, monitor application status and engage with ICANN staff via one, central platform.

New gTLD Systems Maintenance Windows Are Changing 5 November 2013

The maintenance windows for the New gTLD Systems will change effective 5 November 2013. Please note that certain New gTLD Systems may be unavailable during these maintenance windows.

Terms and Conditions


About the New gTLD Customer Service Center

Overview

Applying to operate a new gTLD is a complex process. The New gTLD Customer Service Center is dedicated to providing support in a timely, transparent and consistent manner. You can access customer service by browsing our knowledge base, which contains hundreds of helpful articles, or by contacting us directly. Our staff can provide assistance in any of the six UN languages: العربية, 中文, English, Español, Français and Русский.

Knowledge Base Resources

Contact the Customer Service Center

Applicants

Submit an inquiry by logging into the Customer Service Portal at https://myicann.secure.force.com/.

Non-Applicants

Email us at newgtld@icann.org.

For transparency and fairness purposes, support will only be provided via the channels listed above. Questions submitted via voice, post/mail, fax or any method other than email will not be responded to. NOTE: questions submitted and answers provided may be published.

Archive

Below find archival materials documenting important Customer Service Center developments and notifications, listed chronologically.

21 November 2011 — CSC Expansion to Include Six UN Languages

Prior to the New gTLD application round opening on 12 January 2012, ICANN broadens customer services support to allow applicants to communicate in, and review Knowledge Base materials in any of the six UN languages.

20 December 2011 — Customer Service Center Holiday Closure

New gTLD Customer Service will be closed from 24 December 2011 through 2 January 2012 due to ICANN's U.S. offices closures.

12 June 2012 — Application Withdrawal, Refund Request

The CSC publishes instructions for formally withdrawing a new gTLD application and requesting a refund.

22 July 2012 — CSC Portal Data Security Enhancements

Customer Service Center portal vendor deploys system updates to increase the security applicant data.

15 August 2012 — Systems Maintenance Schedule

ICANN publishes a routine maintenance schedule for New gTLD systems including TAS, the CSC portal, Application Comments/Program Feedback forums and the Applicant Results webpage. Maintenance windows are two hours long, twice per week.

24 January 2013 — Systems Maintenance Schedule Update

ICANN alters one of the maintenance windows so that it falls on the previous day of the week.

8 April 2013 — New Self-Service Customer Portal Provider

ICANN elects to use Salesforce.com, the industry-standard software platform, to power an improved Customer Service portal. The update is intended to increase ease of use for applicants, as well as streamline internal operations.

11 April 2013 — Customer Portal Tutorial Videos

In anticipation of the launch of the new Customer Service Portal, ICANN publishes tutorial videos to educate users on how to navigate the portal.

02 May 2013 – System Maintenance Windows Updated

The system maintenance time periods have been extended. Please note that certain New gTLD Program systems may be unavailable during maintenance.

07 February 2013 – Letter of Credit Amendment Process and Materials Available

Learn how ICANN will handle amendments to applicants' letters of credit. The items below include information about obtaining ICANN's signature for an amendment and a form acknowledging that the letter of credit has not yet undergone a substantive review.

April 2013 – Application Status Update Processes Published

Learn how to submit a formal Application Change Request or withdraw your application and receive a refund (if eligible).

16 April 2013 – Now Available: New Customer Service Portal

The switch has been made! We're officially running on Salsesforce.com's industry standard customer service platform.