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<p>Dear Cynthia, Elvis and others,<br>
<br>
Thank you for raising this. There's two aspects to cover here: our
notification emails and the longer wait times.<br>
<br>
At RIPE 82 last week, Felipe clarified that we send these
notifications to assure members that their request is being worked
on. Every ticket that doesn't get a response by 18:00 (UTC +2) the
following working day is counted as a "miss" against our internal
targets. Our notification emails are not counted here, and we
don't see much point in trying to game our own statistics. Besides
tracking how many tickets get a response within one business day,
we are also starting to measure the ticket resolution time, aiming
to bring this down overall.<br>
<br>
Regarding the longer wait times, this is caused by a couple of
factors. We recently added extra steps to our due diligence
checks, which are mostly related to EU sanctions compliance.
Additionally, we have a higher number of tickets overall which has
also been impacted by the recent bank holidays and all this has
created a backlog.<br>
<br>
We are working very hard to respond to all requests within one
working day. Unfortunately, some requests will take longer as we
catch up, and we apologise for the delay. We are busy addressing
these issues and you should see an improvement soon.<br>
<br>
If members do not see value in these emails, we can take another
look at our process. Of course, our focus is on making sure we
respond to all requests in a timely manner.<br>
<br>
Kind regards,<br>
<br>
Marco Schmidt<br>
Registry Services Assistant Manager<br>
RIPE NCC</p>
<div class="moz-cite-prefix">On 28/05/2021 01:46, Elvis Daniel Velea
wrote:<br>
</div>
<blockquote type="cite"
cite="mid:CAJZHz-qAsa6Rm-u0GdHarNUKzOfqSF9pTjT5DN279Gs2hk15gQ@mail.gmail.com">
<meta http-equiv="content-type" content="text/html; charset=UTF-8">
<div dir="auto">Hi,</div>
<div dir="auto"><br>
</div>
<div dir="auto">I and some of my customers have also received the
same message several times over the past few days.</div>
<div dir="auto"><br>
</div>
<div dir="auto">It’s the RIPE NCC’s way to cheat the numbers and
‘hide’ the bad way they violate the SLA agreement constantly.</div>
<div dir="auto"><br>
</div>
<div dir="auto">I wish they would stop doing that. Either reply to
the user or not, and if you do not and the SLA numbers show you
screw up too often… hire more people, automate more of the
process, find a way to respect the SLA but not by cheating…</div>
<div dir="auto"><br>
</div>
<div dir="auto">Elvis</div>
<div dir="auto"><br>
</div>
<div dir="auto">PS: I even asked about this at the RIPE Meeting
and there are for the past few months 20%+ (hundreds or
thousands a month) tickets that do NOT receive a reply within
the SLA, imagine if you add the tickets where they cheat and do
send a worthless message (like the ones you and I have receives
over the past few days)…</div>
<div><br>
<div class="gmail_quote">
<div dir="ltr" class="gmail_attr">On Thu, May 27, 2021 at
10:50 Cynthia Revström via members-discuss <<a
href="mailto:members-discuss@ripe.net"
moz-do-not-send="true">members-discuss@ripe.net</a>>
wrote:<br>
</div>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr">
<div>Hi,</div>
<div><br>
</div>
<div>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.</div>
<div><br>
</div>
<div>> Due to a very high workload, we were unable to
process your request at this time and will process it
the following business day.</div>
<div><br>
</div>
<div>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.</div>
<div><br>
</div>
<div>I mainly also wanted to ask if others are also
receiving this?</div>
<br clear="all">
<div>
<div dir="ltr" data-smartmail="gmail_signature">
<div dir="ltr">-Cynthia</div>
</div>
</div>
</div>
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</blockquote>
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<div dir="ltr" class="gmail_signature"
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