[arin-announce] Service Level Delivery Notice

[ARIN]

ARIN’s Registration Services Department is currently not meeting the 
service level objective of response within two business days for all 
transactions.

ARIN recently introduced a trial Chat service to customers logged in to 
ARIN Online which has proven to be extremely successful and embraced by 
our customers since its release on 6 April 2020. It was anticipated that 
the Chat feature would result in a lower call rate to the help desk but 
that has not been the case. We released the new ARIN Internet Routing 
Registry (IRR) on 10 June 2020, which has resulted in a spike in 
interest and questions from our customers due to the high interest in 
routing security. With the release of these new services, coupled with 
the ever increasing interest and use of RPKI, the Registration Services 
Department has received a swift increase in the number of contacts to 
the help desk. Not only have we taken on the addition of providing 
service via Chat, we’ve seen an increase in both ticketed requests and 
call volume.

Due to the success of our Chat service and IRR, combined with a waiting 
list distribution this week and the uptick in RPKI adoption, it is 
proving difficult for our Registration Services team to continue meeting 
our service level objectives of two business days. We will continue to 
press forward, arrange for additional team resources, and endeavor to 
get back to our normal turnaround times. We would like to express our 
gratitude for the understanding and patience our customers have shown 
us. We hope to be back on schedule soon.

Regards,

Lisa Liedel
Director of Registration Services
American Registry for Internet Numbers (ARIN)