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<p>Dear Elad,<br>
<br>
Getting these numbers together would be a huge undertaking, as we
do not collect all of this information. It’s also worth noting
that our ticket processing time is not affected by the allocation
size or type of LIR, and we generally perform the same checks for
all requests. So in light of the current delays, we think it's
better that we focus our time on processing requests. We will
release more data on our ticket processing in our upcoming report.<br>
<br>
Kind regards,<br>
Marco Schmidt<br>
Registry Services Assistant Manager<br>
RIPE NCC <br>
<br>
<br>
</p>
<div class="moz-cite-prefix">On 07/09/2021 21:05, Elad Cohen wrote:<br>
</div>
<blockquote type="cite"
cite="mid:PAXPR10MB4876921DC7E58D134D2A7790D6D39@PAXPR10MB4876.EURPRD10.PROD.OUTLOOK.COM">
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Dear Marco,</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif;
font-size: 12pt; color: rgb(0, 0, 0);">
<br>
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<div style="font-family: Calibri, Arial, Helvetica, sans-serif;
font-size: 12pt; color: rgb(0, 0, 0);">
Is it please possible to see statistics of tickets processing
time divided by the size of LIR's allocations and divided by the
type of LIR's ? (Commercial, Educational, Governmental, etc)</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif;
font-size: 12pt; color: rgb(0, 0, 0);">
<br>
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<div style="font-family: Calibri, Arial, Helvetica, sans-serif;
font-size: 12pt; color: rgb(0, 0, 0);">
Kind Regards,</div>
<div style="font-family: Calibri, Arial, Helvetica, sans-serif;
font-size: 12pt; color: rgb(0, 0, 0);">
Elad</div>
<hr style="display:inline-block;width:98%" tabindex="-1">
<div id="divRplyFwdMsg" dir="ltr"><font style="font-size:11pt"
face="Calibri, sans-serif" color="#000000"><b>From:</b>
members-discuss <a class="moz-txt-link-rfc2396E" href="mailto:members-discuss-bounces@ripe.net"><members-discuss-bounces@ripe.net></a> on
behalf of <a class="moz-txt-link-abbreviated" href="mailto:rk@indyntech.com">rk@indyntech.com</a> <a class="moz-txt-link-rfc2396E" href="mailto:rk@indyntech.com"><rk@indyntech.com></a><br>
<b>Sent:</b> Tuesday, September 7, 2021 9:48 PM<br>
<b>To:</b> <a class="moz-txt-link-abbreviated" href="mailto:members-discuss@ripe.net">members-discuss@ripe.net</a>
<a class="moz-txt-link-rfc2396E" href="mailto:members-discuss@ripe.net"><members-discuss@ripe.net></a><br>
<b>Subject:</b> Re: [members-discuss] Registry Services Ticket
Response Time</font>
<div> </div>
</div>
<div class="BodyFragment"><font size="2"><span
style="font-size:11pt;">
<div class="PlainText">Dear Marco,<br>
<br>
Our company is a new member, but we also faced all these
ticket processing issues. During August our requests were
processed within the usual 2-3 business days, but then
something incomprehensible happened.
<br>
<br>
I'm glad that the other members are also worried, but it
seems strange to me that, the RIPE NCC management has not
taken any adequate measures over the past months, and that
it does not process members' requests in chronological
order, for example, as we see in the previous message: <br>
<br>
> See ticket #398137, for example. Ticket opened Aug 26
at 4AM, <...> resolved only next Monday?<br>
<br>
And we sent the documents to our ticket #396762 on Aug 25
and it's still in processing for these 2 weeks without ANY
response since Aug 27. I have also tried to check the
status over the phone and all the staff was reported to be
so busy to reply.
<br>
<br>
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?<br>
<br>
Kind regards,<br>
<br>
Roman Kalinin<br>
<br>
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