[members-discuss] RIPE ticketing tracker?
- Previous message (by thread): [members-discuss] RIPE ticketing tracker?
- Next message (by thread): [members-discuss] RIPE ticketing tracker?
Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]
Hank Nussbacher
hank at interall.co.il
Tue Jun 11 06:08:10 CEST 2024
On 10/06/2024 16:24, Marco Schmidt wrote: Dear Marco, Do not take my comment as criticism. My query is more for documentation purposes - there should be a RIPE NCC doc that documents SLA times and how to check overall ticketing (with all of its pimples) . This discussion is not new: https://www.ripe.net/ripe/mail/archives/ncc-services-wg/2021-September/003477.html and the same questions arise every few years so perhaps RIPE NCC can document this area? A google search of "ripe ncc ticket sla" pulls up the above thread from 2021 and a google search of "ripe ncc ticket tracker" pull up: https://www.ripe.net/publications/docs/ripe-183/ from 1994 and is obsoleted. Regards, Hank > 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 the LIR Portal, we currently do not publish the total number of open 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 >> >> >> _______________________________________________ >> members-discuss mailing list >> members-discuss at ripe.net >> https://lists.ripe.net/mailman/listinfo/members-discuss >> Unsubscribe: >> https://lists.ripe.net/mailman/options/members-discuss/rsstaff%40ripe.net
- Previous message (by thread): [members-discuss] RIPE ticketing tracker?
- Next message (by thread): [members-discuss] RIPE ticketing tracker?
Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]