Re: [members-discuss] Registry Services Ticket Response Time
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
Dear Marco, Is it please possible to see statistics of tickets processing time divided by the size of LIR's allocations and divided by the type of LIR's ? (Commercial, Educational, Governmental, etc) Kind Regards, Elad ________________________________ From: members-discuss <members-discuss-bounces@ripe.net> on behalf of rk@indyntech.com <rk@indyntech.com> Sent: Tuesday, September 7, 2021 9:48 PM To: members-discuss@ripe.net <members-discuss@ripe.net> Subject: Re: [members-discuss] Registry Services Ticket Response Time 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 _______________________________________________ members-discuss mailing list members-discuss@ripe.net https://lists.ripe.net/mailman/listinfo/members-discuss Unsubscribe: https://lists.ripe.net/mailman/options/members-discuss/elad%40netstyle.io
Dear Elad, Getting these numbers together would be a huge undertaking, as we do not collect all of this information. It’s also worth noting that our ticket processing time is not affected by the allocation size or type of LIR, and we generally perform the same checks for all requests. So in light of the current delays, we think it's better that we focus our time on processing requests. We will release more data on our ticket processing in our upcoming report. Kind regards, Marco Schmidt Registry Services Assistant Manager RIPE NCC On 07/09/2021 21:05, Elad Cohen wrote:
Dear Marco,
Is it please possible to see statistics of tickets processing time divided by the size of LIR's allocations and divided by the type of LIR's ? (Commercial, Educational, Governmental, etc)
Kind Regards, Elad ------------------------------------------------------------------------ *From:* members-discuss <members-discuss-bounces@ripe.net> on behalf of rk@indyntech.com <rk@indyntech.com> *Sent:* Tuesday, September 7, 2021 9:48 PM *To:* members-discuss@ripe.net <members-discuss@ripe.net> *Subject:* Re: [members-discuss] Registry Services Ticket Response Time 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
_______________________________________________ members-discuss mailing list members-discuss@ripe.net https://lists.ripe.net/mailman/listinfo/members-discuss <https://lists.ripe.net/mailman/listinfo/members-discuss> Unsubscribe: https://lists.ripe.net/mailman/options/members-discuss/elad%40netstyle.io <https://lists.ripe.net/mailman/options/members-discuss/elad%40netstyle.io>
_______________________________________________ members-discuss mailing list members-discuss@ripe.net https://lists.ripe.net/mailman/listinfo/members-discuss Unsubscribe: https://lists.ripe.net/mailman/options/members-discuss/mschmidt%40ripe.net
Dear Roman, Thank you for your questions. The time it takes to handle a request can vary a lot, not only based on the type of ticket, but also the specific context. In your case, we had to perform extra analyses due to certain circumstances that have taken more time to assess. We will get into contact with you soon about your request. Kind regards, Marco Schmidt Registry Services Assistant Manager RIPE NCC On 07/09/2021 20:48, rk@indyntech.com wrote:
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
_______________________________________________ members-discuss mailing list members-discuss@ripe.net https://lists.ripe.net/mailman/listinfo/members-discuss Unsubscribe: https://lists.ripe.net/mailman/options/members-discuss/rsstaff%40ripe.net
Dear Roman, On Tue, Sep 7, 2021 at 11:51 <rk@indyntech.com> wrote:
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?
As a former RIPE NCC IPRA, I have a great understanding of the processes and procedures the RIPE NCC RS Dept. follows and even if from time to time they update these processes, it only takes one ticket for me to understand the change and adopt it in my processes for all future tickets. Because of my experience, all the tickets I open or ask my customers to open contain complete details and all the information the RIPE NCC needs to approve a ticket without the need to send more questions and, thus, delay the resolution of a ticket. That is why their first reply (if we don’t count the automatic messages saying they have failed to evaluate the request within the SLA), although 4 days late, was an approval.. because the NCC had no reason to ask any questions. Almost 99% of the tickets I am involved with are transfer requests. The requests involve the processing and evaluation of two (sets of) company registration documents (one for each party) and a transfer agreement for which the RIPE NCC has a standard template which we use. So, I am furious to see that even though we make sure our customers provide complete documentation, the NCC still delays their tickets unnecessarily. To be honest, I really never understood why the NCC requires copies of company registration documents from its members for EVERY transfer request (even from members that have provided the very same document days or weeks before) but I believe that’s a discussion we should have at a later time. The bureaucracy at the NCC has reached extraordinary levels if a simple transfer request that requires an IPRA to look at ~3 documents needs several working days for a resolution. This is the frustrating part. Elvis PS: I see the board has had meetings recently but the only thing they were bothered to discuss was the AfriNIC situation. I am hoping that the Board will look at the situation in the RS department and update us on why they have not even discussed this situation yet, although it’s been years since this keeps happening and the RS dept. keeps failing to comply with the SLA on a regular basis
Kind regards,
Roman Kalinin
_______________________________________________ members-discuss mailing list members-discuss@ripe.net https://lists.ripe.net/mailman/listinfo/members-discuss Unsubscribe: https://lists.ripe.net/mailman/options/members-discuss/elvis%40v4escrow.net
-- This message was sent from a mobile device. Some typos may be possible.
participants (4)
-
Elad Cohen -
Elvis Daniel Velea -
Marco Schmidt -
rk＠indyntech.com