<html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; line-break: after-white-space;" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">Elvis,</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">We have received your messages and registered your dissatisfaction.</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">We will provide statistics when we can but the priority here is to</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">address the issue with waiting times so our members can proceed with</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">their own operations. Solving this issue is what we will focus on rather</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">than having staff resources diverted to provide statistics. We work to</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">serve all of our members and that is what our efforts here will be</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">guided by.</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">Wait times per member request are determined by a number of factors and</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">where additional checks are required, the request will take longer. And</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">while some requests take longer to process than others, our staff need</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">to apply all necessary due diligence measures rather than rely on</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">assertions from the member involved. This is how we maintain a robust</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">registry of member resources.</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">In your mails, you indicate excellent knowledge of what is involved in</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">processing member requests. I can assure you that the nature of the work</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">involved is of a completely different order to when you worked here. Our</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">staff are working extremely hard to meet all the requirements involved</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">in processing requests under these circumstances and I reject any</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">implication otherwise.</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">We will report further on this issue in due course, providing relevant</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">data, once we have resolved the core problem. I reported on these</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">figures at the NCC Services Working Group at the last RIPE Meeting[1]</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">and I plan to do so again at RIPE 83. We will also look at ways to</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">provide this information on our website providing all the necessary context.</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">Regards,</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">Felipe</span><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><br style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class=""><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);" class="">[1] </span><a href="https://ripe82.ripe.net/archives/video/584/" class="">https://ripe82.ripe.net/archives/video/584/</a><br class=""><div><br class=""><blockquote type="cite" class=""><div class="">On 14 Sep 2021, at 12:59, Elvis Daniel Velea <<a href="mailto:elvis@v4escrow.net" class="">elvis@v4escrow.net</a>> wrote:</div><br class="Apple-interchange-newline"><div class=""><div dir="auto" class="">Dear Felipe,</div><div dir="auto" class=""><br class=""></div><div dir="auto" class="">while we wait for you to crop up a roadmap, I am still waiting for the statistics I asked from Marco weeks ago.</div><div dir="auto" class=""><br class=""></div><div dir="auto" class="">Marco, I’d like to see real numbers and not just .. this Q we handled x% more tickets than last Q. Usually when statistics are presented this way, without backing numbers, they express a story you want us to see and not the whole picture. </div><div dir="auto" class=""><br class=""></div><div dir="auto" class="">So, while Felipe works on the roadmap, please send us the statistics that you already have about number of tickets handled daily, number of FTEs working on those tickets daily and make sure we receive these numbers for at least since you stopped showing this information transparently (circa 2015). I hope you can provide these numbers swiftly and it won’t take weeks to provide them but rather days (you’ve been working on these stats/numbers since my initial e-mail requesting them, right?)</div><div dir="auto" class=""><br class=""></div><div dir="auto" class="">Also, you avoid to respond to one very important question: how many working days in this year have you respected the agreed SLA and how many working days you failed to respect it. I am sure you already have this number and can provide it _today_.</div><div dir="auto" class=""><br class=""></div><div dir="auto" class="">Elvis</div><div dir="auto" class=""><br class=""></div><div dir="auto" class="">PS: I have yet to see a ticket handled within the SLA for months, still hope this will change swiftly and not months/quarters from now</div><div class=""><br class=""><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Tue, Sep 7, 2021 at 08:11 Felipe Victolla Silveira <<a href="mailto:fvictolla@ripe.net" class="">fvictolla@ripe.net</a>> wrote:<br class=""></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-style:solid;padding-left:1ex;border-left-color:rgb(204,204,204)"><div style="word-wrap:break-word;line-break:after-white-space" class=""><span style="" class="">Dear Gert, Elvis,</span><br style="" class=""><br style="" class=""><span style="" class="">First, let me recognise that the ticketing system has been a sore point for a number of years and we have made little progress in addressing the issues that you and others have raised. We are not overly proud of our record here.</span><br style="" class=""><br style="" class=""><span style="" class="">In the next few weeks, we plan to publish roadmaps with our plans for the next quarter[1]. We will make sure the ticketing system is covered here.</span><br style="" class=""><br style="" class=""><span style="" class="">Given there are other areas which may need priority, I can't promise that you will be completely satisfied by what we propose in terms of the ticketing system. However, having public roadmaps should help to inform discussions about what we focus on and where trade-offs need to be made. Publishing more detail about our plans and tracking feedback or changes should also make it easier to hold us to account when we fail to deliver.</span><br style="" class=""><br style="" class=""><span style="" class="">So, if you can bear with us a little longer, once this is ready we can continue the discussion on this list, using these roadmaps as a starting point.</span><br style="" class=""><br style="" class=""><span style="" class="">Kind regards,</span><br style="" class=""><span style="" class="">Felipe</span><br style="" class=""><br style="" class=""><span style="" class="">[1] Using our recent RPKI roadmap as a model:</span><br style="" class=""><a href="https://www.ripe.net/manage-ips-and-asns/resource-management/rpki/rpki-planning-and-roadmap" target="_blank" class="">https://www.ripe.net/manage-ips-and-asns/resource-management/rpki/rpki-planning-and-roadmap</a><br class=""><div class=""><br class=""><blockquote type="cite" class=""></blockquote></div></div><div style="word-wrap:break-word;line-break:after-white-space" class=""><div class=""><blockquote type="cite" class=""><div class="">On 6 Sep 2021, at 18:07, Gert Doering <<a href="mailto:gert@space.net" target="_blank" class="">gert@space.net</a>> wrote:</div><br class=""></blockquote></div></div><div style="word-wrap:break-word;line-break:after-white-space" class=""><div class=""><blockquote type="cite" class=""><div class=""><div class=""></div></div></blockquote></div></div><div style="word-wrap:break-word;line-break:after-white-space" class=""><div class=""><blockquote type="cite" class=""><div class=""><div class="">Hi,<br class=""><br class="">On Mon, Aug 30, 2021 at 09:06:54PM -0700, Elvis Daniel Velea wrote:<br class=""><blockquote type="cite" class="">PS: Note that I wanted to also send an e-mail about the RIPE NCC's <br class="">ticketing system (zendesk) to the members-discuss mailing list and to <br class="">the board members. I will wait for an answer to the e-mail I sent to HPH <br class="">one week ago (which he promised he'll forward to the relevant team for a <br class="">reply).<br class=""></blockquote><br class="">The ticket system from hell.<br class=""><br class="">I'm looking forward to read the issues *you* have with it.<br class=""><br class="">My complaints have been delivered to Felipe in person, years ago, and<br class="">been summarily ignored. As far as I can see.<br class=""><br class="">But that might be better suited in its own thread, and in ncc-services.<br class=""><br class="">Gert Doering<br class=""> -- NetMaster<br class="">-- <br class="">have you enabled IPv6 on something today...?<br class=""><br class="">SpaceNet AG Vorstand: Sebastian v. Bomhard, Michael Emmer<br class="">Joseph-Dollinger-Bogen 14 Aufsichtsratsvors.: A. Grundner-Culemann<br class="">D-80807 Muenchen HRB: 136055 (AG Muenchen)<br class="">Tel: +49 (0)89/32356-444 USt-IdNr.: DE813185279<br class=""></div></div></blockquote></div></div><div style="word-wrap:break-word;line-break:after-white-space" class=""><div class=""><blockquote type="cite" class=""><div class=""><div class="">_______________________________________________<br class="">members-discuss mailing list<br class=""><a href="mailto:members-discuss@ripe.net" target="_blank" class="">members-discuss@ripe.net</a><br class=""><a href="https://mailman.ripe.net/" target="_blank" class="">https://mailman.ripe.net/</a><br class="">Unsubscribe: <a href="https://lists.ripe.net/mailman/options/members-discuss/rsstaff%40ripe.net" target="_blank" class="">https://lists.ripe.net/mailman/options/members-discuss/rsstaff%40ripe.net</a><br class=""></div></div></blockquote></div><br class=""></div></blockquote></div></div>-- <br class=""><div dir="ltr" class="gmail_signature" data-smartmail="gmail_signature">This message was sent from a mobile device. 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