I am not talking only about transfers here. ALL tickets are delayed, even those where people just want to open an LIR. You see that I’m an IPv4 Broker an guess that’s my only concern. That’s not correct and you are wrong here to make that assumption.
The Registration Services department is failing to reply within the agreed SLA and some tickets take months to resolve (see Felipe’s presentation showing that there are over 100-150 tickets opened monthly that take more than 8 weeks or/and 10 replies to be resolved, at least 1/3rd of these are improvable so something is wrong with some of the processes or communication, see slide 7 *)
Since the Customer Services Department has been merged with the Registration Services Department, it is now one big department, the only department communicating with the members.
RS is the link between the NCC and the membership, they have a clear SLA which they fail to respect almost daily, for years now.. that is my concern. It’s even worse that in early August we received a message saying ‘we’ll do even worse before we improve’.
I am not asking for any compromise or anything that would compromise the accuracy of the registry.
I am asking for a review of the processes and of the reason the delay in processing request is getting worse because, it is my opinion, the RS management has recently made some poor decisions in creating/modifying processes for sanctions checks and anti-fraud checks that delay almost all the tickets processed by that department and miss the SLA daily.
I have also been asking for a clear picture of the number of days the SLA has been violated, the NCC is still refusing to provide that number.
- kurtis -