[members-discuss] Registry Services Ticket Response Time

Dear Roman,

On Tue, Sep 7, 2021 at 11:51 <rk at indyntech.com> wrote:

>
> 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?
>

As a former RIPE NCC IPRA, I have a great understanding of the processes
and procedures the RIPE NCC RS Dept. follows and even if from time to time
they update these processes, it only takes one ticket for me to understand
the change and adopt it in my processes for all future tickets.

Because of my experience, all the tickets I open or ask my customers to
open contain complete details and all the information the RIPE NCC needs to
approve a ticket without the need to send more questions and, thus, delay
the resolution of a ticket.
That is why their first reply (if we don’t count the automatic messages
saying they have failed to evaluate the request within the SLA), although 4
days late, was an approval.. because the NCC had no reason to ask any
questions.

Almost 99% of the tickets I am involved with are transfer requests. The
requests involve the processing and evaluation of two (sets of) company
registration documents (one for each party) and a transfer agreement for
which the RIPE NCC has a standard template which we use.

So, I am furious to see that even though we make sure our customers provide
complete documentation, the NCC still delays their tickets unnecessarily.
To be honest, I really never understood why the NCC requires copies of
company registration documents from its members for EVERY transfer request
(even from members that have provided the very same document days or weeks
before) but I believe that’s a discussion we should have at a later time.
The bureaucracy at the NCC has reached extraordinary levels if a simple
transfer request that requires an IPRA to look at ~3 documents needs
several working days for a resolution. This is the frustrating part.

Elvis

PS: I see the board has had meetings recently but the only thing they were
bothered to discuss was the AfriNIC situation. I am hoping that the Board
will look at the situation in the RS department and update us on why they
have not even discussed this situation yet, although it’s been years since
this keeps happening and the RS dept. keeps failing to comply with the SLA
on a regular basis


> Kind regards,
>
> Roman Kalinin
>
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