[ncc-services-wg] RIPE NCC transparency and response SLA

Dear Elina,

We are aware that the wait time is a problem for members and we are 
working to address this. We have shared some more details in another 
response on the members-discuss mailing list:
https://www.ripe.net/ripe/mail/archives/members-discuss/2021-September/004359.html

We will contact you about your request soon.

Kind regards,
Marco Schmidt
Registry Services Assistant Manager
RIPE NCC

On 02/09/2021 00:30, noc at netispro.com wrote:
> Hi All,
>
> I remember that such issues were repeatedly discussed at the RIPE meetings, but I would still like to raise the question of the transparency of the RIPE NCC procedures and response SLA for the (future) members' requests.
>
> Our company is already an active RIPE NCC member and on August 18 we decided to open an additional LIR account in order to get an allocation for our operations through the waiting list. The application was processed as usual until we paid the invoice and returned our signed agreement (August 20). After that the whole request got out of control and over the last 10 days we've received only standard replies that the Registry Services team experiences "heavy workload" and our application is postponed again and again without any additional request or explanation.
>
> Thus, despite the stated aim of "providing a response within one working day", our request remains in processing for a significant time and the RIPE NCC refuses to even provide any details on the reasons or the exact processing time.
>
> It's also very funny that some replies from the RIPE NCC refer to the additional Due Diligence checks that are required for our application, but since we are incorporated in a country with a public transparent corporate register, are not subject to any EU sanctions and already hold a RIPE NCC membership that was duly checked before the activation, it just looks like an unconvincing excuse that only misleads us.
>
> I have discussed this issue with other members and many of them told me that they have encountered similar problems when submitting various kinds of requests (allocation, assignment, transfers) in the past. It looks like the RIPE NCC can simply stockpile inconvenient, complex or any other requests without any valid reason and for any period of time.
>
> Thus, I kindly ask the RIPE NCC to comment on this issue and answer a couple of questions:
>
> 1. Why some of the requests are delayed due to the "heavy workload" excuse while the requests submitted later are timely processed?
> 2. Why we (as an applicant) aren't able to get any information on our request status and exact processing time for weeks?
> 3. Are similar cases actually reflected in the internal ticket statistics and what measures are taken by the management to solve this problem?
>
> Kind regards,
> Elina
>
>