- members-discuss - mailman.ripe.net

Re: [members-discuss] Registry Services Ticket Response Time
by Elvis Daniel Velea 23 Sep '21

23 Sep '21

Dear Felipe, while we wait for you to crop up a roadmap, I am still waiting for the statistics I asked from Marco weeks ago. 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. 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?) 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_. Elvis 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 On Tue, Sep 7, 2021 at 08:11 Felipe Victolla Silveira <fvictolla(a)ripe.net> wrote: > Dear Gert, Elvis, > > 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. > > 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. > > 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. > > 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. > > Kind regards, > Felipe > > [1] Using our recent RPKI roadmap as a model: > > https://www.ripe.net/manage-ips-and-asns/resource-management/rpki/rpki-plan… > > On 6 Sep 2021, at 18:07, Gert Doering <gert(a)space.net> wrote: > > Hi, > > On Mon, Aug 30, 2021 at 09:06:54PM -0700, Elvis Daniel Velea wrote: > > PS: Note that I wanted to also send an e-mail about the RIPE NCC's > ticketing system (zendesk) to the members-discuss mailing list and to > the board members. I will wait for an answer to the e-mail I sent to HPH > one week ago (which he promised he'll forward to the relevant team for a > reply). > > > The ticket system from hell. > > I'm looking forward to read the issues *you* have with it. > > My complaints have been delivered to Felipe in person, years ago, and > been summarily ignored. As far as I can see. > > But that might be better suited in its own thread, and in ncc-services. > > Gert Doering > -- NetMaster > -- > have you enabled IPv6 on something today...? > > SpaceNet AG Vorstand: Sebastian v. Bomhard, Michael > Emmer > Joseph-Dollinger-Bogen 14 Aufsichtsratsvors.: A. Grundner-Culemann > D-80807 Muenchen HRB: 136055 (AG Muenchen) > Tel: +49 (0)89/32356-444 USt-IdNr.: DE813185279 > > _______________________________________________ > members-discuss mailing list > members-discuss(a)ripe.net > https://lists.ripe.net/mailman/listinfo/members-discuss > Unsubscribe: > https://lists.ripe.net/mailman/options/members-discuss/rsstaff%40ripe.net > > > -- This message was sent from a mobile device. Some typos may be possible.

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Re: [members-discuss] Registry Services Ticket Response Time
by rk＠indyntech.com 14 Sep '21

14 Sep '21

Dear Marco, 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. 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: > See ticket #398137, for example. Ticket opened Aug 26 at 4AM, <...> resolved only next Monday? 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. 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? Kind regards, Roman Kalinin

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Ticketing System / Roadmaps
by Felipe Victolla Silveira 07 Sep '21

07 Sep '21

Dear Gert, Elvis, 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. 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. 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. 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. Kind regards, Felipe Victolla Silveira Chief Operations Officer RIPE NCC [1] Using our recent RPKI roadmap as a model: https://www.ripe.net/manage-ips-and-asns/resource-management/rpki/rpki-plan…

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Registry Services Ticket Response Time
by Marco Schmidt 06 Sep '21

06 Sep '21

Dear colleagues, We would like to give you an update on the ticket wait times in Registry Services, after discussions at RIPE 82 [1] and on the mailing list [2]. We have been addressing the issues causing delays. As the number of incoming requests continue to exceed previous years, we have taken on additional staff to help with the workload. We are also automating some of our due diligence processes which are currently time consuming. You should start to see improvements in our response times towards the end of this year once our new colleagues are trained and our automation is ready. In the meantime, you may experience slower response times. In other words, we will be slower before we can get up to speed properly, but we think this will be worth it over the long term. We also know from experience that we receive far more requests towards the end of the year which results in a bottleneck. We will shift resources to counter this, but we would also appreciate it if you could get some of these requests in earlier. Kind regards, Marco Schmidt Registry Services Assistant Manager RIPE NCC [1] RIPE NCC Operational Update (slides 4-10): https://ripe82.ripe.net/archives/video/584/ [2] Discussion on Members Discuss mailing list: https://www.ripe.net/ripe/mail/archives/members-discuss/2021-May/004353.html

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Test mail
by MIR E. ALI 09 Aug '21

09 Aug '21

Dear members I am testing if you guys are able to receive my mail for any future discussions. Please reply if received. Thanks This message and the documents attached to it, if any, are intended only for the use of the addressee and may contain confidential and/or privileged information. If you are not the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you receive this in error, please notify the sender immediately and then delete the message received in error from your computer, destroy all copies that you may have created. Please note any views or opinions expressed in this email are solely those of the sender and do not necessarily represent those of Saudia Aerospace Engineering Industries (SAEI). SAEI accepts no liability for any damage caused by any virus transmitted by this email. Furthermore, the company does not warrant a proper and complete transmission of this information, nor does it accept liability for any delays

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Support canned reply
by Cynthia Revström 28 May '21

28 May '21

Hi, I am not sure if this or ncc-services-wg is the best place for this but I have now 2 times recently gotten this reply from the NCC for not being able to reply to my ticket within 24h. > Due to a very high workload, we were unable to process your request at this time and will process it the following business day. I really don't get the point of doing this, there is an auto reply confirming you have received my email so if I don't get a reply within 24h I assume that you had too many tickets or it is a holiday or something. I mainly also wanted to ask if others are also receiving this? -Cynthia

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Re: [members-discuss] [ncc-announce] [news] The RIPE NCC General Meeting May 2021
by Sergey Myasoedov 21 May '21

21 May '21

Dear Hans Petter, Thank you for announcing the voting report and results. I would like to repeat my question from the GM: > In order to provide more transparency, could the RIPE NCC publish > anonymised but raw voting data. Many people still don't understand > how the instant run-off is voting or how to recommend people to > support them with the most impact. For example, I don't know whether > voting for only candidate or voting for how or the two most preferred > candidates differs. So someone might want to reproduce a voting > result by counting the votes themselves. Publishing only voting ID > will not allow such counting, but publishing raw data or voting > without their ID will help to be more transparent. The votes could be > shuffled to ensure privacy Fergal replied: > Sergey, on the question of publishing all votes for retabulation. The > problem is that some people represent several members and therefore > get a weighting for more votes. Publishing such information could > compromise anonymity, which is very important. I don't see any problem to help to ensure that the correctness of vote counting algorithm. A single vote with weight N for candidates E,D,C,B,A can be represented as N votes for candidates E,D,C,B,A. Vote receipt code can be easily removed and anyone can run the algorithm again without compromising anonymity. -- Kind regards, Sergey Myasoedov You wrote Friday, May 21, 2021, 2:05:36 PM: > Dear colleagues, > The RIPE NCC General Meeting May 2021 took place virtually from 19–21 May 2021. > A total of 1,469 members cast their votes on three resolutions and > in the Executive Board election. Not all members cast votes in all ballots. > The following resolutions were approved by the General Meeting: > Resolution 1: > “The General Meeting adopts the RIPE NCC Financial Report 2020.” > Resolution 2: > "The General Meeting discharges the Executive Board with regard to > its actions as they appear from the Annual Report 2020 and Financial Report 2020." > Resolution 3: > "The General Meeting approves the adoption of the RIPE NCC Charging Scheme 2022." > Executive Board Elections: > The following two candidates were elected to the RIPE NCC Executive Board: > - Job Snijders > - Piotr Strzyżewski > A full voting report is available at: > https://www.ripe.net/participate/meetings/gm/meetings/may-2021/voting-report > Congratulations to Job and Piotr on their election to the RIPE NCC > Executive Board. I look forward to working with them and the rest of > the Board. And I would like to thank Falk von Bornstaedt for his > significant contribution to the work of the Executive Board and the > RIPE NCC over the past three years. > My appreciation to everyone who contributed to the important discussions and voted at the GM. > Kind regards, > Hans Petter Holen > Managing Director > RIPE NCC

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Re: [members-discuss] RIPE NCC Open House: Meet the Executive Board Candidates
by Fergal Cunningham 12 May '21

12 May '21

Hi Sergey, Sorry for the confusion. These are the same time (starting 12:00 CEST) and we updated the webpage to show both times. And there is still time to register for this session. https://www.ripe.net/participate/meetings/open-house/meet-the-executive-boa… Best regards, Fergal Cunningham RIPE NCC From: Sergey Myasoedov <kaa(a)net-art.cz> Subject: Re: RIPE NCC Open House: Meet the Executive Board Candidates Date: 12 May 2021 at 10:04:50 CEST To: General Meeting Organisation Team <agm(a)ripe.net>, Members Discuss <members-discuss(a)ripe.net> Hi, The webpage https://www.ripe.net/participate/meetings/open-house/meet-the-executive-boa… states: Wednesday, 12 May | 10:00 – 11:30 UTC The registration email contains another time: > Thank you for registering for the RIPE NCC Open House: Meet the Executive Board Candidates. The Open House will take place online on Wednesday 12 May, 12:00 - 13:30 UTC+2. So when is the right moment to join? Thanks. -- Kind regards, Sergey Myasoedov

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Re: [members-discuss] RIPE NCC Open House: Meet the Executive Board Candidates
by Sergey Myasoedov 12 May '21

12 May '21

Hi, The webpage https://www.ripe.net/participate/meetings/open-house/meet-the-executive-boa… states: Wednesday, 12 May | 10:00 – 11:30 UTC The registration email contains another time: > Thank you for registering for the RIPE NCC Open House: Meet the Executive Board Candidates. The Open House will take place online on Wednesday 12 May, 12:00 - 13:30 UTC+2. So when is the right moment to join? Thanks. -- Kind regards, Sergey Myasoedov

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Re: [members-discuss] [ncc-announce] [GM] RIPE NCC Charging Scheme 2022 / GM Supporting Documents Published
by Hank Nussbacher 09 Apr '21

09 Apr '21

On 07/04/2021 14:05, Hans Petter Holen wrote: In regards to the Charging Scheme for 2022: I would have hoped that a discussion would have *first* taken place before the NCC decided to propose "to reduce the sign-up fee to lower the barrier for new members to join". How many times have any of us heard someone say "I wish I could join RIPE and get resources but the signup fee of 2000 Euro is a non-starter". Are we trying to attract high school students? Is a 2000 Euro signup fee (being reduced to 1000 Euro in 2022) really a non-starter for a startup? Have we been losing LIRs and therefore we need to actively add new members at a lower fee? Perhaps offer options like: - reduce yearly membership fee to 1300Euro - reduce signup fee to 1000Euro - other options and let the membership vote what option we prefer. That would be the democratic thing to do. Right now the option is either accept the charging scheme or reject it and as far as I know it has never happened that a proposed charging scheme has ever been rejected. Color me disappointed. -Hank Caveat: The views expressed above are solely my own and do not express the views or opinions of my employer > Dear RIPE NCC members, > > The RIPE NCC Charging Scheme 2022, to be voted on during the RIPE NCC General Meeting (GM) May 2021, has been published. The Executive Board proposes to continue with the existing fee model in 2022 but to reduce the sign-up fee to lower the barrier for new members to join. > > All supporting documents for the RIPE NCC General Meeting (GM) May 2021 are now finalised and available at: > https://www.ripe.net/participate/meetings/gm/meetings/may-2021/documentatio… > > The documents include: > - RIPE NCC Annual Report 2020 > - RIPE NCC Financial Report 2020 > - RIPE NCC Charging Scheme 2022 > > We encourage members to read these documents and provide feedback on them on the Members Discuss mailing list or during the GM itself. > > The draft agenda containing all the resolutions to be voted on is also available at: > https://www.ripe.net/participate/meetings/gm/meetings/may-2021/agenda > > An election will be held at this GM to fill two seats on the RIPE NCC Executive Board. There are currently two confirmed candidates. The deadline to nominate candidates is Wednesday, 28 April 2021. All the details are available at: > https://www.ripe.net/participate/meetings/gm/meetings/may-2021/eb-elections > > Full remote participation is available to all members, including webcast, live chat and electronic voting. Registration can be completed quickly and easily via the LIR Portal: > https://my.ripe.net/#/meetings/active > > Kind regards, > > Hans Petter Holen > RIPE NCC Managing Director > > ------------------------------------------ > Important Dates and Deadlines > ------------------------------------------ > > 28 April: Close nominations for the RIPE NCC Executive Board elections > 5 May: Deadline for proxy vote nominations > 5 May: Deadline for members to propose resolutions > 5 May: GM Agenda finalised > 12 May: RIPE NCC Open House session with candidates for the Executive > Board election > 19 May: Registration closes at 16:00 (UTC+2) > 19 May: GM begins with main meeting at 18:00 (UTC+2) > 21 May: GM closes with voting results announcement at 10:15 (UTC+2) > ncc-

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