[members-discuss] RIPE ticketing tracker?

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 the LIR Portal, we currently do not publish the total number of open 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
>>
>>
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