[members-discuss] Registry Services Ticket Response Time

Dear Roman,

Thank you for your questions.

The time it takes to handle a request can vary a lot, not only based on 
the type of ticket, but also the specific context. In your case, we had 
to perform extra analyses due to certain circumstances that have taken 
more time to assess.

We will get into contact with you soon about your request.

Kind regards,
Marco Schmidt
Registry Services Assistant Manager
RIPE NCC

On 07/09/2021 20:48, rk at indyntech.com wrote:
> Dear Marco,
>
> Our company is a new member, but we also faced all these ticket processing issues. During August our requests were processed within the usual 2-3 business days, but then something incomprehensible happened.
>
> I'm glad that the other members are also worried, but it seems strange to me that, the RIPE NCC management has not taken any adequate measures over the past months, and that it does not process members' requests in chronological order, for example, as we see in the previous message:
>      
>> See ticket #398137, for example. Ticket opened Aug 26 at 4AM, <...> resolved only next Monday?
> And we sent the documents to our ticket #396762 on Aug 25 and it's still in processing for these 2 weeks without ANY response since Aug 27. I have also tried to check the status over the phone and all the staff was reported to be so busy to reply.
>
> How come that the old good 1 day SLA has been discontinued and the RIPE NCC can now simply ignore their members for weeks? Why ticket #398137 that was submitted by Elvis later was processed earlier and our ticket is still stored with an unknown status? What is the current SLA and who is responsible for it? If the management does not cope with this task why is the executive board not notified of this problem and the issue is not widely discussed with the community?
>
> Kind regards,
>
> Roman Kalinin
>
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