Dear Elina,
While I can't discuss the details of your case in public, there are some
factors that require additional analysis (we tried to explain this to
you in the ticket).
We will be in contact with more information soon.
Kind regards,
Marco Schmidt
Registry Services Assistant Manager
RIPE NCC
On 23/09/2021 20:42, [email protected] wrote:
Dear Marco,
I can understand that some complex cases like mergers, transfers or ownership
disputes can take an additional time to be processed due to the excessive
amount of documents that needs to be evaluated on the RIPE NCC side, but here
I'm taking about a simple LIR account application from a company within the
RIPE NCC service region. I thought it's a routine business process for the RIPE
NCC and thus it's sad to hear that it's a special category request for you.
However, we were waiting for 19 days till September 8 and received just a
request for additional corporate documents. Why does a routine documents
request takes 19 days to be sent on the RIPE NCC side and why couldn't it be
sent on the next business day (August 23)? The RIPE NCC exists for almost 3
decades and thus it's also sad to see that no standards for requests processing
have been developed during this time.
We returned all the requested additional documents on September 18 and after 4
business days they are still not processed or we haven't received at least an
estimation of waiting time required. So, our initial request is under
processing for more than 1 month, we don't know what's happening and we got
back to my initial post here regarding transparency of the RIPE NCC requests
processing. I'm afraid that we have to wait for 3 more weeks just to receive a
valid reply and it's still strange for me that the RIPE NCC can hold any
request without any valid reason and for any period of time while processing
the requests from the other members within the regular 1-2 business days.
Regards,
Elina
Dear Elina,
We have continually been processing requests, including those sent after
20 August. However, some tickets require more time due to the nature of
the request as well as other factors, and yours falls into this
category. We will soon contact you directly about your request.
Kind regards,
Marco Schmidt
Registry Services Assistant Manager
RIPE NCC
On 05/09/2021 23:29, [email protected] wrote:
Dear Marco,
Thanks for your detailed reply in the members-discuss mailing list, however
none of my questions is actually addressed there.
Our request is in processing since August 20, could you confirm that due to the "heavy
workload" you are currently processing only requests received before this date? I can't really
believe it since the other members told me about just 1-2 business days delay (that seems
completely normal to me). Also, I was notified that our request should be processed till the end of
this week and now it's Sunday and we have just a generic "we will get back to you soon".
I have always thought that the RIPE NCC provides services to all the members in
the same order and under the same terms, but as we can see here some members
actually have more rights than others. Requests from some organizations are
processed within 1 business day, while others have to wait more than 2 weeks
without any deadlines.
Regards,
Elina
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, [email protected] 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
