[members-discuss] Support canned reply

Dear Cynthia, Elvis and others,

Thank you for raising this. There's two aspects to cover here: our 
notification emails and the longer wait times.

At RIPE 82 last week, Felipe clarified that we send these notifications 
to assure members that their request is being worked on. Every ticket 
that doesn't get a response by 18:00 (UTC +2) the following working day 
is counted as a "miss" against our internal targets. Our notification 
emails are not counted here, and we don't see much point in trying to 
game our own statistics. Besides tracking how many tickets get a 
response within one business day, we are also starting to measure the 
ticket resolution time, aiming to bring this down overall.

Regarding the longer wait times, this is caused by a couple of factors. 
We recently added extra steps to our due diligence checks, which are 
mostly related to EU sanctions compliance. Additionally, we have a 
higher number of tickets overall which has also been impacted by the 
recent bank holidays and all this has created a backlog.

We are working very hard to respond to all requests within one working 
day. Unfortunately, some requests will take longer as we catch up, and 
we apologise for the delay. We are busy addressing these issues and you 
should see an improvement soon.

If members do not see value in these emails, we can take another look at 
our process. Of course, our focus is on making sure we respond to all 
requests in a timely manner.

Kind regards,

Marco Schmidt
Registry Services Assistant Manager
RIPE NCC

On 28/05/2021 01:46, Elvis Daniel Velea wrote:
> Hi,
>
> I and some of my customers have also received the same message several 
> times over the past few days.
>
> It’s the RIPE NCC’s way to cheat the numbers and ‘hide’ the bad way 
> they violate the SLA agreement constantly.
>
> I wish they would stop doing that. Either reply to the user or not, 
> and if you do not and the SLA numbers show you screw up too often… 
> hire more people, automate more of the process, find a way to respect 
> the SLA but not by cheating…
>
> Elvis
>
> PS: I even asked about this at the RIPE Meeting and there are for the 
> past few months 20%+ (hundreds or thousands a month) tickets that do 
> NOT receive a reply within the SLA, imagine if you add the tickets 
> where they cheat and do send a worthless message (like the ones you 
> and I have receives over the past few days)…
>
> On Thu, May 27, 2021 at 10:50 Cynthia Revström via members-discuss 
> <members-discuss at ripe.net <mailto:members-discuss at ripe.net>> wrote:
>
>     Hi,
>
>     I am not sure if this or ncc-services-wg is the best place for
>     this but I have now 2 times recently gotten this reply from the
>     NCC for not being able to reply to my ticket within 24h.
>
>     > Due to a very high workload, we were  unable to process your
>     request at this time and will process it the following business day.
>
>     I really don't get the point of doing this, there is an auto reply
>     confirming you have received my email so if I don't get a reply
>     within 24h I assume that you had too many tickets or it is a
>     holiday or something.
>
>     I mainly also wanted to ask if others are also receiving this?
>
>     -Cynthia
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