May 2015 - UA-discuss - lists.iana.org

Re: [UA-discuss] [UA-International] IDNs and homographs attacks
by Don Hollander May 28, 2015

May 28, 2015

Thanks Dennis. Interest that the article also attempts to answer the question, ³Why² - and attributes some of the low numbers to the way that browsers display the name in full punycode form. I wonder if policies at the registry level have had any impact? Don From: Dennis Tan <dtantanaka(a)verisign.com> Date: Thursday, 28 May 2015 5:17 am To: "c.dillon(a)ucl.ac.uk" <c.dillon(a)ucl.ac.uk>, "ua-international(a)icann.org" <ua-international(a)icann.org>, "UA-discuss(a)icann.org" <UA-discuss(a)icann.org> Subject: [UA-International] IDNs and homographs attacks ICYMI: the APWG released its Global Phishing Survey 2H2014. In it they state ³From January 2007 to June 2014 we found only nine true homographic phishing attacks. [] One hundred and three IDN domain names were used for phishing in 2H2014. None were homographic attacks.² Clearly, those claiming to watch out for IDNs for spoofing attacks are overstating the problem. Link to the article and survey: http://www.circleid.com/posts/20150527_phishing_in_the_new_gtlds/ From: Dillon, Chris [mailto:c.dillon@ucl.ac.uk] Sent: Tuesday, May 26, 2015 10:11 AM To: Tan Tanaka, Dennis Cc: ua-international(a)icann.org Subject: RE: Meeting notes group call 5/26 Dear colleagues, I¹ve checked the GoDaddy article I mentioned. Actually it¹s a general article about the small number of law enforcement cases, disputes etc., rather than just IDNs: www.ionmag.asia/2015/02/the-right-rights-balance <http://www.ionmag.asia/2015/02/the-right-rights-balance> Regards, Chris. -- Research Associate in Linguistic Computing, Centre for Digital Humanities, UCL, Gower St, London WC1E 6BT Tel +44 20 7679 1599 (int 31599) www.ucl.ac.uk/dis/people/chrisdillon <http://www.ucl.ac.uk/dis/people/chrisdillon> From: ua-international-bounces(a)icann.org [mailto:ua-international-bounces@icann.org] On Behalf Of Tan Tanaka, Dennis Sent: 26 May 2015 15:02 To: ua-international(a)icann.org Subject: [UA-International] Meeting notes group call 5/26 Attendees: - Chris Dillon - Dusan - Don - Dennis Notes: 1. Re-cap i18n charter: no comments 2. Review of DRAFT working plan: a. Change title of ³telling² to ³identifying² on work stream titles b. Chris Dillon: GoDaddy published some stats on IDN phishing. Cases are rare. c. Dennis will develop ³confusable characters² item on work stream 1. d. Dusan will develop ³create test cases to identify UA/IDN gaps in applications² item on work stream 2 e. Repository of practices, gap assessment, etc. should be maintained in ICANN wiki (Action item: Dennis to set up page and share link to group members) 3. Next group meeting: Tuesday, June 9 @ 13:00 UTC End of notes From:ua-international-bounces@icann.org [mailto:ua-international-bounces@icann.org] On Behalf Of Tan Tanaka, Dennis Sent: Tuesday, May 26, 2015 8:50 AM To: ua-international(a)icann.org Subject: [UA-International] Meeting agenda 5/26 Agenda items: 1. Roll call 2. Re-cap i18n charter https://docs.google.com/document/d/1wO9ubXdg02iptqwMhacFR1UsWKjPiMizXU5M5XmW zZc/edit?usp=sharing 3. Review and discuss DRAFT i18n working plan https://docs.google.com/document/d/183UHeDMvdXVUk1W_4WJOhfFqUGx0DGWa9UeReKcC fOE/edit?usp=sharing 4. Other items 5. Adjourn I18n Project Group co-Lead Universal Acceptance: https://icann.org/universalacceptance <https://icann.org/universalacceptance> Join the conversation: https://mm.icann.org/mailman/listinfo/ua-international <https://mm.icann.org/mailman/listinfo/ua-international> Project group archive: http://mm.icann.org/pipermail/ua-international/ <http://mm.icann.org/pipermail/ua-international/> ³This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.² ³This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.² ³This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.²

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IDNs and homographs attacks
by Tan Tanaka, Dennis May 27, 2015

May 27, 2015

ICYMI: the APWG released its Global Phishing Survey 2H2014. In it they state “From January 2007 to June 2014 we found only nine true homographic phishing attacks. […] One hundred and three IDN domain names were used for phishing in 2H2014. None were homographic attacks.” Clearly, those claiming to watch out for IDNs for spoofing attacks are overstating the problem. Link to the article and survey: http://www.circleid.com/posts/20150527_phishing_in_the_new_gtlds/ From: Dillon, Chris [mailto:c.dillon@ucl.ac.uk] Sent: Tuesday, May 26, 2015 10:11 AM To: Tan Tanaka, Dennis Cc: ua-international(a)icann.org Subject: RE: Meeting notes group call 5/26 Dear colleagues, I’ve checked the GoDaddy article I mentioned. Actually it’s a general article about the small number of law enforcement cases, disputes etc., rather than just IDNs: www.ionmag.asia/2015/02/the-right-rights-balance<http://www.ionmag.asia/2015/02/the-right-rights-balance> Regards, Chris. -- Research Associate in Linguistic Computing, Centre for Digital Humanities, UCL, Gower St, London WC1E 6BT Tel +44 20 7679 1599 (int 31599) www.ucl.ac.uk/dis/people/chrisdillon<http://www.ucl.ac.uk/dis/people/chrisdillon> From: ua-international-bounces(a)icann.org<mailto:ua-international-bounces@icann.org> [mailto:ua-international-bounces@icann.org] On Behalf Of Tan Tanaka, Dennis Sent: 26 May 2015 15:02 To: ua-international(a)icann.org<mailto:ua-international@icann.org> Subject: [UA-International] Meeting notes group call 5/26 Attendees: - Chris Dillon - Dusan - Don - Dennis Notes: 1. Re-cap i18n charter: no comments 2. Review of DRAFT working plan: a. Change title of “telling” to “identifying” on work stream titles b. Chris Dillon: GoDaddy published some stats on IDN phishing. Cases are rare. c. Dennis will develop “confusable characters” item on work stream 1. d. Dusan will develop “create test cases to identify UA/IDN gaps in applications” item on work stream 2 e. Repository of practices, gap assessment, etc. should be maintained in ICANN wiki (Action item: Dennis to set up page and share link to group members) 3. Next group meeting: Tuesday, June 9 @ 13:00 UTC End of notes From: ua-international-bounces(a)icann.org<mailto:ua-international-bounces@icann.org> [mailto:ua-international-bounces@icann.org] On Behalf Of Tan Tanaka, Dennis Sent: Tuesday, May 26, 2015 8:50 AM To: ua-international(a)icann.org<mailto:ua-international@icann.org> Subject: [UA-International] Meeting agenda 5/26 Agenda items: 1. Roll call 2. Re-cap i18n charter https://docs.google.com/document/d/1wO9ubXdg02iptqwMhacFR1UsWKjPiMizXU5M5Xm… 3. Review and discuss DRAFT i18n working plan https://docs.google.com/document/d/183UHeDMvdXVUk1W_4WJOhfFqUGx0DGWa9UeReKc… 4. Other items 5. Adjourn I18n Project Group co-Lead Universal Acceptance: https://icann.org/universalacceptance Join the conversation: https://mm.icann.org/mailman/listinfo/ua-international Project group archive: http://mm.icann.org/pipermail/ua-international/ “This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.” “This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.” “This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.”

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Odg: [UA-International] IDNs and homographs attacks
by Dusan Stojicevic May 27, 2015

May 27, 2015

+1 Dusan Poslato iz Samsung Mobile"Tan Tanaka, Dennis" <dtantanaka(a)verisign.com> je napisao/la:ICYMI: the APWG released its Global Phishing Survey 2H2014. In it they state “From January 2007 to June 2014 we found only nine true homographic phishing attacks. […] One hundred and three IDN domain names were used for phishing in 2H2014. None were homographic attacks.” Clearly, those claiming to watch out for IDNs for spoofing attacks are overstating the problem. Link to the article and survey: http://www.circleid.com/posts/20150527_phishing_in_the_new_gtlds/ From: Dillon, Chris [mailto:c.dillon@ucl.ac.uk] Sent: Tuesday, May 26, 2015 10:11 AM To: Tan Tanaka, Dennis Cc: ua-international(a)icann.org Subject: RE: Meeting notes group call 5/26 Dear colleagues, I’ve checked the GoDaddy article I mentioned. Actually it’s a general article about the small number of law enforcement cases, disputes etc., rather than just IDNs: www.ionmag.asia/2015/02/the-right-rights-balance Regards, Chris. -- Research Associate in Linguistic Computing, Centre for Digital Humanities, UCL, Gower St, London WC1E 6BT Tel +44 20 7679 1599 (int 31599) www.ucl.ac.uk/dis/people/chrisdillon From: ua-international-bounces(a)icann.org [mailto:ua-international-bounces@icann.org] On Behalf Of Tan Tanaka, Dennis Sent: 26 May 2015 15:02 To: ua-international(a)icann.org Subject: [UA-International] Meeting notes group call 5/26 Attendees: - Chris Dillon - Dusan - Don - Dennis Notes: 1. Re-cap i18n charter: no comments 2. Review of DRAFT working plan: a. Change title of “telling” to “identifying” on work stream titles b. Chris Dillon: GoDaddy published some stats on IDN phishing. Cases are rare. c. Dennis will develop “confusable characters” item on work stream 1. d. Dusan will develop “create test cases to identify UA/IDN gaps in applications” item on work stream 2 e. Repository of practices, gap assessment, etc. should be maintained in ICANN wiki (Action item: Dennis to set up page and share link to group members) 3. Next group meeting: Tuesday, June 9 @ 13:00 UTC End of notes From: ua-international-bounces(a)icann.org [mailto:ua-international-bounces@icann.org] On Behalf Of Tan Tanaka, Dennis Sent: Tuesday, May 26, 2015 8:50 AM To: ua-international(a)icann.org Subject: [UA-International] Meeting agenda 5/26 Agenda items: 1. Roll call 2. Re-cap i18n charter https://docs.google.com/document/d/1wO9ubXdg02iptqwMhacFR1UsWKjPiMizXU5M5Xm… 3. Review and discuss DRAFT i18n working plan https://docs.google.com/document/d/183UHeDMvdXVUk1W_4WJOhfFqUGx0DGWa9UeReKc… 4. Other items 5. Adjourn I18n Project Group co-Lead Universal Acceptance: https://icann.org/universalacceptance Join the conversation: https://mm.icann.org/mailman/listinfo/ua-international Project group archive: http://mm.icann.org/pipermail/ua-international/ “This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.” “This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.” “This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed, and may contain information that is non-public, proprietary, privileged, confidential and exempt from disclosure under applicable law or may be constituted as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, notify sender immediately and delete this message immediately.”

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IGF Workshop: Universal Acceptance
by Kurt Pritz May 22, 2015

May 22, 2015

Hi Everyone: Jim Prendergast let me know (ahead of the public announcement) that the proposal submitted jointly by the DNA and UASG to sponsor a Universal Acceptance Workshop at the Brazil IGF meeting has been accepted. Our proposal is Number 139 at: http://www.intgovforum.org/cms/workshop-proposals/list-of-published-worksho… We have commitments from at least ten speakers but there is considerable work to be done. I will work with Don to form a small team to coordinate next steps and the workshop production. Besides governments, the IGF is also attended by many Fortune 100 companies and the media so it will be a great place to raise awareness of the UA issue. Regards, Kurt

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UA Coordination Call - Wednesday 23:00 UTC
by Don Hollander May 19, 2015

May 19, 2015

This is a call for the UASG Coordination Group Chair, Vice-Chairs & Project Group Coordinators. The call is a public call, so all are welcome to listen in if you would like. Please RSVP for catering purposes. Please find attached material for this call: * Agenda for this Call * Notes from Previous Call * Draft Budget Proposals * Buenos Aires Program * Draft Executive Briefing Note * UA Generic Slides NB: The attached papers Budget proposals, Executive Briefing Note, Generic Slides, ICANN 53 Schedule and notes from the previous call are all DRAFTs for discussion and subject to correction. https://icann.adobeconnect.com/universalacceptance MobileUSA: MobileNZ: MobileHK: MobileUK:tel://1-719-325-2630,*,,2115745930# <tel://1-719-325-2630,*,,7375086559#> tel://0800459127,*,,2115745930# tel://800968082,*,,2115745930# tel://0800 368 0950,*,,2115745930#

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Revised Doodle Poll for Measurement & Monitoring
by Don Hollander May 14, 2015

May 14, 2015

Dear All: Please find attached a New and Improved Poll! Now with Time Zone features included. http://doodle.com/7p3xn6wqhkkb96pt Please check your calendars for the week of the 24th of May so that we can find the most convenient time. (Apologies to those who have already completed the poll. I will eventually figure this Doodle Poll stuff out.) Don

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UA Schedule for ICANN 53 - Buenos Aires
by Don Hollander May 14, 2015

May 14, 2015

The draft schedule for the ICANN 53 meeting in Buenos Aires is available at http://buenosaires53.icann.org/sites/default/files/icann53_blockschedule_apr il2015.pdf The Universal Acceptance Sessions are: Sunday, 21 June from 10:00 – 16:30 – UA Workshop - Catalinas Monday, 22 June from 18:00-19:30 in Libertador C Don

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Report from Thailand Workshop
by Don Hollander May 14, 2015

May 14, 2015

This report from the ICANN team who attended the recent workshop organised by THNIC. You would have already seen links to their videos. Don — EAI Workshop The EAI Workshop was an initiative of THNIC and the Thai government's Electronic Transactions Development Agency (ETDA) - the agency of our Thai GAC member. The workshop gathered some 70 participants from the Thai community. The aim of the workshop was to identify who the stakeholders of the Thai community are on this issue, how to approach them, and how to promote the usage of Thai IDNs and EAI. In this regard, to publicise for the event, the organisers advertised in the local papers and opened up the event to members of the public. The full-day workshop consisted of sharing by international community regarding their EAI/IDN experience; THNIC's work on EAI; as well as ETDA's plans to deploy EAI as part of the overall plan to promote and implement Thai language use online. Kuek gave an introduction of ICANN and also updated on the Universal Acceptance Steering Group (UASG), encouraging the Thai community to participate. Salient points of the event are highlighted below. The event details, including agenda and presentations can be downloaded at: http://www.thnic.or.th/eai-workshop/#Home <http://www.thnic.or.th/eai-workshop/#Home> * The organisers' target reach include the local ISPs, Webmasters, and eCommerce service providers. Apart from Microsoft in Thailand, the event was also supported and attended by local IT infrastructure solutions company Throughwave, as well as local associations including the Thai eCommerce Association, Open Source Education and Development Association, Thai Webmaster Association, and the Thai Webhosting Service Provider Club. * The local speakers did their presentations mainly in Thai, highlighting the focus on the local community's participation. However, who, and how many of these participants will follow-up with THNIC remains to be seen. * Of note regarding the Thai community, a fair amount of work is being done by THNIC to promote IDNs and EAI. > * THNIC had produced a couple of animated videos on these 2 topics. For IDNs, > the video highlights a very relevant local example of a chicken egg farmer > called Kai who wants to bring his local business online. Incidentally, the > words 'chicken', 'egg', 'sell', 'far away' in Thai are all "Kai" with > different tones, but the transliteration cannot capture this. Thus, > "kai-kai-kai-kai.com", which was intended to be "Kai-sells-chicken-eggs.com" > becomes easily confused with a variety of different meanings, resulting in > problems. In this regard, having the ".thai" IDN solves this issue. The videos > can be accessed at the following links: >> * IDNs - https://www.youtube.com/watch?v=39MbIb2PlS4 >> <https://www.youtube.com/watch?v=39MbIb2PlS4> >> * EAI - https://www.youtube.com/watch?v=dLbPvv3AyeU >> <https://www.youtube.com/watch?v=dLbPvv3AyeU> > * On EAI, THNIC has also partnered with a number of email service providers to > test EAI compatibility. These include Afilias, Coremail and Crossflow. Gmail > can receive and respond to IDN emails, although users cannot create IDN email > accounts as well. THNIC is also looking to partner with Hotmail and Yahoo in > their testing. * The above said, awareness raising remains a challenge. * Microsoft (Thailand) has also embarked on EAI deployment for Thai email addresses, led by their National Technology Officer Ome Sivadith, who is very supportive of this issue and the broader issue of Universal Acceptance. In his presentation, Ome highlighted that Universal Acceptance in the entire ecosystem is key and requires the entire Thai community to be involved. * In his remarks, ETDA Deputy Executive Director Wanawit Ahkuputra (also our GAC rep) highlighted ICANN's "One World One Internet" tagline, and that the Internet should reflect the World's diversity in languages. With IDNs, the complete use of Thai language online can now be a reality, and he hoped that this can be a legacy left behind by "our generation". There is a large domestic market in Thailand which is not comfortable with using English, and IDNs and EAI would allow for many Thais to go online. Wanawit highlighted the Thai government's long term plan to deploy IDNs and EAI to allow for Thai user identification, and in collaboration with the private sector, eCommerce and eGovernment services (e.g. Investment, banking and tourism portals) can be made available in local language. > * As a first step, ETDA is leading on the formation of the IDN Language > Generation Panel for Thai script, and invited the workshop participants to > join. [Note: Sarmad is planning a Southeast Asia tour and will be visiting > Thailand to conduct a workshop for the LGR panel in late-May.] > * Of note, in the longer term and building on from the LGR panel as a first > step, ETDA also hopes that more Thai community members from the Internet > ecosystem could come together to form a multi-stakeholder grouping to look > after Internet issues in Thailand. Wanawit specifically highlighted the ICANN > multi-stakeholder model as a reference model for this envisioned grouping. > [Comment: This is a very positive vision by our GAC rep which we will look to > support and profile] * Other international speakers included DotAsia CEO Edmon Chung (also a UASG Vice Chair), Internet Hall of Famer Dr John Klensin, China's CNNIC and Coremail, Vietnam's VNNIC, and reps from Laos, and Ukraine. Some noteworthy points are captured below: > * In his keynote remarks, John Klensin listed several technical challenges > regarding IDN application and EAI, but highlighted that the real problems are > the non-technical ones – as internationalisation allows for more communities > to come online and that they could communicate better within themselves, but > risks fragmentation as it potentially makes communication across language > communities more difficult. > * China's Coremail is a very interesting case study. As part of an initiative > led by the government (CNNIC), which issued a white paper at APECTEL48 in 2013 > with the vision to comprehensively deploy EAI in China, Coremail began > releasing its EAI address registration platform in 2014. Essentially, people > who buy a Chinese domain name can get 5 free EAI Chinese emails for 1 year. As > of April 2015, there are now over 50,000 users of Chinese EAI addresses, > notwithstanding the fact that Coremail and CNNIC did no promotion at all. >> * From a technical perspective, Coremail accommodates for users to have 2 >> email addresses: the EAI email as at the main address; and an ASCII email >> address as a fallback. Emails that bounce back are automatically re-sent via >> the ASCII email address. >> * Coremail's case demonstrates a relatively successful government-driven >> model, although John Klensin also highlighted negative cases where >> government-led initiatives (in the West) resulted in the adoption of poor, >> incompatible and out-dated systems.

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UA Measurement & Monitoring - Kick Off Call schedule
by Don Hollander May 12, 2015

May 12, 2015

Please follow this link http://doodle.com/svz79f9vu92esi9r for a Doodle Poll to find a time for the Kick-off call for the Measurement & Monitoring Project Group. The times shown should be in your own local time zone. (This is set for a two weeks time as Mark McFadden, the coordinator, is unavailable until then). Thank you. Don

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UA Community Outreach Kick Off Call
by Don Hollander May 12, 2015

May 12, 2015

This is the Calendar invite to the UA Community Outreach KickOff call set for Monday, 11 May 2015 @ 20:00 UTC If you are planning on attending, would you please RSVP for catering purposes? Don Agenda UA Community Outreach 2015-05-11 22:00 UTC Prepared by Don Hollander https://icann.adobeconnect.com/universalacceptance MobileUSA tel://1-719-325-2630,*,,7375086559#<file://localhost/tel/::1-719-325-2630,*,,7375086559> MobileNZ: tel://0800-459-127,*,,7375086559# MobileHK tel://800-968-082,*,,7375086559# MobileUK tel://0800-368-0950,*,,7375086559# Phone Only Controls : https://go.conferencinghub.com/1n1zr Other numbers below We can also have the system call you. Agenda Introductions Methodology for moving forward, and how we will collaborate Who are the key influencers in which verticals that we need to address? What are the venues we will need to enter into in order to achieve this? Early budget points Planning for Buenos Aires Guest Passcode: 737 508 6559 Additional Access: USA: 1-719-325-2630 Canada, Calgary: +1 403 407 5780 Canada, Montreal: +1 514 669 5909 Canada, Toronto: +1 416 915 3615 Canada, Vancouver: +1 604 205 5118 Argentina (toll free): 0800 444 2864 Australia (toll free): 1 800 720 493 Australia, Brisbane: +61 (0) 7 3015 0608 Australia, Melbourne: +61 (0) 3 8687 0614 Australia, Sydney: +61 (0) 2 8017 6391 Austria (toll free): 0800 886 63404 Austria, Vienna: +43 (0) 1 25302 1775 Bahrain (toll free): 8008 1214 Bahrain, Manama: +973 1650 0402 Belarus (toll free): 8 820 0011 0353 Belgium (toll free): 0800 39 268 Belgium, Brussels: +32 (0) 2 400 1980 Brazil, Rio de Janeiro: +55 21 2730 0291 Brazil, Sao Paulo: +55 11 3172 5571 Bulgaria (toll free): 00800 111 4944 Bulgaria, Sofia: +359 (0) 2 491 7244 Chile (toll free): 123 0020 3917 China (national): +400 681 8104 China, Beijing: +86 10 5667 0005 China, Shanghai: +86 21 2039 7079 Colombia (toll free): 01 800 518 1763 Croatia (toll free): 0800 223 004 Cyprus (toll free): 800 97400 Czech Republic (toll free): 800 701 236 Czech Republic, Prague: +420 225 986 505 Denmark (toll free): 80 70 35 78 Denmark, Copenhagen: +45 32 71 16 70 Egypt (toll free): 0800 000 0401 Estonia (toll free): 800 011 1569 Estonia, Tallinn: +372 622 6519 Fiji (toll free): 00800 3317 Finland (toll free): 0800 772 230 Finland, Helsinki: +358 (0) 9 2310 1611 France (national): 0811 655 134 France (toll free): 0800 946 112 France, Paris: +33 (0) 1 76 77 22 50 Germany (national): 01801 001 378 Germany (toll free): 0800 588 9225 Germany, Frankfurt: +49 (0) 69 5060 9515 Germany, Munich: +49 (0) 89 24443 2900 Greece (toll free): 00800 128 811 Greece, Athens: +30 211 181 3815 Hong Kong: +852 3018 9103 Hong Kong (toll free): 800 968 082 Hungary (toll free): 068 001 9662 Hungary, Budapest: +36 1 808 8134 Iceland (toll free): 800 9841 India (toll free): 000 800 100 7687 India, Bangalore: +91 (0) 80 6127 5084 India, Chennai: +91 (0)44 6688 6057 India, Delhi: +91 (0) 11 6641 1378 India, Mumbai: +91 (0)22 6187 5027 Indonesia (toll free): 001 803 0613 2212 Ireland (national): 1890 907 722 Ireland (toll free): 1800 937 695 Ireland, Dublin: +353 (0) 1 246 5614 Israel (toll free): 180 921 2890 Israel, Tel Aviv: +972 (0)3 763 0384 Italy (toll free): 800 148 288 Italy, Milan: +39 02 3046 4837 Italy, Rome: +39 06 4523 6635 Japan (mobile): 0120 270 611 Japan (toll free): 0120 286 011 Japan, Chiba: +81 (0) 43 321 6880 Japan, Fukuoka: +81 (0) 92 290 6880 Japan, Hiroshima: +81 (0) 82 558 6880 Japan, Nagoya: +81 (0) 52 850 6880 Japan, Osaka: +81 (0) 6 4560 0303 Japan, Sapporo: +81 (0) 11 234 6880 Japan, Sendai: +81 (0) 22 708 6880 Japan, Shizuoka: +81 (0) 54 902 6880 Japan, Tachikawa: +81 (0) 42 841 6880 Japan, Tokyo: +81 (0) 3 4560 1274 Japan, Toyama: +81 (0) 76 408 6880 Japan, Urawa: +81 (0) 48 698 6880 Japan, Yokohama: +81 (0) 45 677 6880 Kazakhstan (toll free): 8800 333 7552 Latvia (toll free): 8000 4374 Latvia, Riga: +371 6778 2598 Lithuania (toll free): 8800 31445 Lithuania, Vilnius: +370 5205 5239 Luxembourg: +352 2730 2276 Luxembourg (toll free): 800 28428 Malaysia (toll free): 1 800 815 805 Malaysia,Kuala Lumpur: +60 (0) 3 7723 7140 Mexico (toll free): 001 800 514 7726 Mexico, Mexico City: +52 55 4777 2659 Morocco (toll free): 0800 092 258 Morocco, Casablanca: +212 (0)520 480 128 Netherlands (toll free): 0800 020 0593 Netherlands, Amsterdam: +31 (0) 20 716 8266 New Zealand (toll free): 0800 459 127 New Zealand, Auckland: +64 (0) 9 929 1769 New Zealand, Christchurch: +64 (0) 3 974 2597 New Zealand, Wellington: +64 (0) 4 909 4676 Norway (toll free): 800 58459 Norway, Oslo: +47 2162 4054 Panama (toll free): 00 800 226 4666 Peru (toll free): 0800 54 967 Philippines (toll free): 1800 111 017 51 Philippines, Manila: +63 (0)2 395 3365 Poland (toll free): 00800 121 4340 Poland, Warsaw: +48 22 295 3504 Portugal (toll free): 800 784 434 Portugal, Lisbon: +351 21 316 4041 Qatar (toll free): 00 800 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2243 Turkey (toll free): 00 800 448 828 358 Turkey, Istanbul: +90 212 375 50 13 UAE (toll free): 8000 3570 2638 UK (03): +44 (0)330 336 6010 UK (national): 0844 581 8053 UK (national): 0845 351 2816 UK (toll free): 0800 368 0950 Ukraine (toll free): 0800 500 732 Uruguay (toll free): 0004 019 0561 USA /Canada (toll free): 1-855-747-8824 Venezuela (toll free): 0800 102 9660 Vietnam (toll free): 1800 9228

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