[ncc-services-wg] Răsp.: Re: RIPE NCC transparency and response SLA

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  Pe mie., sept. 8, 2021 la 17:49, Marco Schmidt<mschmidt at ripe.net> a scris:   Dear Elina,

We have continually been processing requests, including those sent after 
20 August. However, some tickets require more time due to the nature of 
the request as well as other factors, and yours falls into this 
category. We will soon contact you directly about your request.

Kind regards,
Marco Schmidt
Registry Services Assistant Manager
RIPE NCC

On 05/09/2021 23:29, noc at netispro.com wrote:
> Dear Marco,
>
> Thanks for your detailed reply in the members-discuss mailing list, however none of my questions is actually addressed there.
>
> Our request is in processing since August 20, could you confirm that due to the "heavy workload" you are currently processing only requests received before this date? I can't really believe it since the other members told me about just 1-2 business days delay (that seems completely normal to me). Also, I was notified that our request should be processed till the end of this week and now it's Sunday and we have just a generic "we will get back to you soon".
>
> I have always thought that the RIPE NCC provides services to all the members in the same order and under the same terms, but as we can see here some members actually have more rights than others. Requests from some organizations are processed within 1 business day, while others have to wait more than 2 weeks without any deadlines.
>
> Regards,
> Elina
>
>> Dear Elina,
>>
>> We are aware that the wait time is a problem for members and we are
>> working to address this. We have shared some more details in another
>> response on the members-discuss mailing list:
>> https://www.ripe.net/ripe/mail/archives/members-discuss/2021-September/004359.html
>>
>> We will contact you about your request soon.
>>
>> Kind regards,
>> Marco Schmidt
>> Registry Services Assistant Manager
>> RIPE NCC
>>
>> On 02/09/2021 00:30, noc at netispro.com wrote:
>>> Hi All,
>>>
>>> I remember that such issues were repeatedly discussed at the RIPE meetings, but I would still like to raise the question of the transparency of the RIPE NCC procedures and response SLA for the (future) members' requests.
>>>
>>> Our company is already an active RIPE NCC member and on August 18 we decided to open an additional LIR account in order to get an allocation for our operations through the waiting list. The application was processed as usual until we paid the invoice and returned our signed agreement (August 20). After that the whole request got out of control and over the last 10 days we've received only standard replies that the Registry Services team experiences "heavy workload" and our application is postponed again and again without any additional request or explanation.
>>>
>>> Thus, despite the stated aim of "providing a response within one working day", our request remains in processing for a significant time and the RIPE NCC refuses to even provide any details on the reasons or the exact processing time.
>>>
>>> It's also very funny that some replies from the RIPE NCC refer to the additional Due Diligence checks that are required for our application, but since we are incorporated in a country with a public transparent corporate register, are not subject to any EU sanctions and already hold a RIPE NCC membership that was duly checked before the activation, it just looks like an unconvincing excuse that only misleads us.
>>>
>>> I have discussed this issue with other members and many of them told me that they have encountered similar problems when submitting various kinds of requests (allocation, assignment, transfers) in the past. It looks like the RIPE NCC can simply stockpile inconvenient, complex or any other requests without any valid reason and for any period of time.
>>>
>>> Thus, I kindly ask the RIPE NCC to comment on this issue and answer a couple of questions:
>>>
>>> 1. Why some of the requests are delayed due to the "heavy workload" excuse while the requests submitted later are timely processed?
>>> 2. Why we (as an applicant) aren't able to get any information on our request status and exact processing time for weeks?
>>> 3. Are similar cases actually reflected in the internal ticket statistics and what measures are taken by the management to solve this problem?
>>>
>>> Kind regards,
>>> Elina
>>>
>>>
>

  
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