[members-discuss] RIPE ticketing tracker?

Dear Hank,

We don’t currently have an SLA - rather we have the objective I 
mentioned. As I noted, there are complexities around how we handle 
tickets that make automated reporting difficult. And we do report 
regularly on our performance - this has become more detailed in the past 
few years.
But we do take your point and can discuss it internally. And of course 
we see this as good input rather than criticism, so thanks for that.

Kind regards,
Marco Schmidt
Manager Registration Services
RIPE NCC

On 11/06/2024 06:08, Hank Nussbacher wrote:
> 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 in the LIR Portal, we currently do not publish the total number of 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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>