[members-discuss] Registry Services Ticket Response Time

Dear colleagues,

We would like to give you an update on the ticket wait times in Registry 
Services, after discussions at RIPE 82 [1] and on the mailing list [2].

We have been addressing the issues causing delays. As the number of 
incoming requests continue to exceed previous years, we have taken on 
additional staff to help with the workload. We are also automating some 
of our due diligence processes which are currently time consuming.

You should start to see improvements in our response times towards the 
end of this year once our new colleagues are trained and our automation 
is ready. In the meantime, you may experience slower response times. In 
other words, we will be slower before we can get up to speed properly, 
but we think this will be worth it over the long term.

We also know from experience that we receive far more requests towards 
the end of the year which results in a bottleneck. We will shift 
resources to counter this, but we would also appreciate it if you could 
get some of these requests in earlier.

Kind regards,
Marco Schmidt
Registry Services Assistant Manager
RIPE NCC

[1] RIPE NCC Operational Update (slides 4-10):
https://ripe82.ripe.net/archives/video/584/

[2] Discussion on Members Discuss mailing list:
https://www.ripe.net/ripe/mail/archives/members-discuss/2021-May/004353.html