[atlas] Ticket response times

Dear Micha,

I would like to explain to the list what happened in this case and what RIPE Atlas users can expect if they send an email to atlas at ripe.net.

Normally our Customer Services department tries to reply to all tickets within one working day of their receipt. In cases where the ticket needs to be escalated, as was the case for your ticket, we try to reply within one week.

In your specific case, after a first reply the ticket was resolved. When you added a response to the first reply the ticket was then automatically reopened, but it did not reach the engineer who was working on it so you did not get any reply.

We apologise for the inconvenience.

Best regards,
Michela Galante
Measurements Community Building
RIPE NCC

> On 29 Dec 2015, at 18:26, Marco Slater <marco at marcoslater.com> wrote:
> 
> I've gotten replies off them within a few days both times I mailed them. :)
> 
> Maybe your ticket got lost in the system? Haha.
> 
> - Marco
> 
> On 29 Dec 2015, at 16:47, Micha Bailey <michabailey at gmail.com> wrote:
> 
>> Hi, what's the average time for responses to atlas at ripe.net tickets? I've been waiting almost 2 months to hear back on 1193254, and was wondering if that's a typical wait time or if it fell between the cracks...