[members-discuss] Registry Services Ticket Response Time

Dear Elad,

Getting these numbers together would be a huge undertaking, as we do not 
collect all of this information. It’s also worth noting that our ticket 
processing time is not affected by the allocation size or type of LIR, 
and we generally perform the same checks for all requests. So in light 
of the current delays, we think it's better that we focus our time on 
processing requests. We will release more data on our ticket processing 
in our upcoming report.

Kind regards,
Marco Schmidt
Registry Services Assistant Manager
RIPE NCC


On 07/09/2021 21:05, Elad Cohen wrote:
> Dear Marco,
>
> Is it please possible to see statistics of tickets processing time 
> divided by the size of LIR's allocations and divided by the type of 
> LIR's ? (Commercial, Educational, Governmental, etc)
>
> Kind Regards,
> Elad
> ------------------------------------------------------------------------
> *From:* members-discuss <members-discuss-bounces at ripe.net> on behalf 
> of rk at indyntech.com <rk at indyntech.com>
> *Sent:* Tuesday, September 7, 2021 9:48 PM
> *To:* members-discuss at ripe.net <members-discuss at ripe.net>
> *Subject:* Re: [members-discuss] Registry Services Ticket Response Time
> 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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