[members-discuss] RIPE ticketing tracker?

Dear Hank,

Thank you for your questions.

Regarding response times, we aim to provide an initial reply within one 
working day (our regular office hours being Monday-Friday, 09:00-17:00 
UTC+2). Meeting this initial response time can be challenging, 
especially during peak times. Since January 2023, the Registry has 
successfully met this goal for 97.7% of incoming tickets. We’d love to 
reach a 100% response rate, and there’s some work ahead for us to get 
there.

Although members can see details of the status of their own requests in 
the LIR Portal, we currently do not publish the total number of open 
tickets and their time in the queue. We do provide regular updates to 
the membership: you can find links to our most recent RIPE Meeting 
update and a RIPE Labs article from our Chief Registry Officer that 
gives more details at the end of this email.

Providing consolidated information is a bit more complex than it appears 
at first glance - there are many different ticket categories, each 
requiring its own processes or due diligence. There are several 
sub-processes within a single ticket category as well. The total waiting 
time does not necessarily reflect the level of work needed for certain 
requests, or if that request needs to be moved across categories due to 
the nature of the request. The total number of tickets is also not 
entirely indicative of the efforts required, as a more complex request 
could require more time to resolve. But we take this as a suggestion and 
we will look at ways for us to provide more insight on the requests we 
receive and process in the Registry.


Kind regards,
Marco Schmidt
Manager Registration Services
RIPE NCC

https://ripe88.ripe.net/wp-content/uploads/presentations/85-Registry-Update-RIPE88.pdf
https://labs.ripe.net/author/james-kennedy/reflections-on-six-months-as-chief-registry-officer/

On 10/06/2024 07:10, Hank Nussbacher wrote:
> Is there some RIPE NCC page where one can see the total number of open 
> tickets as well as how long they have been in the queue?
>
>
> Is there some SLA in regards to initial response to a newly opened 
> ticket?
>
>
> Thanks,
>
> Hank
>
>
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