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Request Tracker Statistics

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RT Statistics from 2014-08-01 to 2015-01-29

  Number of RT Type Aug 2014 Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015
Hostmaster Total logged 1035 2396 837 624 1914 565
Total opened 1033 2396 835 623 1913 543
Total resolved/closed 1027 2390 832 613 1904 507
Total still open 8 6 5 11 10 58
Billing Total logged 158 218 250 1198 519 810
Total opened 158 216 250 1179 440 518
Total resolved/closed 137 203 206 961 417 466
Total still open 21 15 44 237 102 344
New-member Total logged 96 253 71 62 67 36
Total opened 96 253 71 62 67 34
Total resolved/closed 89 241 64 50 62 23
Total still open 7 12 7 12 5 13
Others Total logged 350 1135 995 1193 697 766
Total opened 343 1128 947 1155 666 698
Total resolved/closed 326 1105 866 1108 627 633
Total still open 24 30 129 85 70 133
  • Billing: queries related to proforma, invoices and payment,
  • New-member: Queries /clarifications regarding how to become an AFRINIC member
  • Hostmaster: additional resources, any general queries related to resources management
  • Others: technical assistances required by members in regard to services provided by AFRINIC (r-DNS, Training, myafrinic, Whois, etc.)

RT Average Turnaround Time

Global RT average Turnaround Time

RT Average Turnaround Time Aug 2014 Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015
Opened & Closed during timeframe period (days) 0.90 0.47 1.49 1.58 1.17 1.18
Opened before & closed during timeframe period (days) 62.20 69.92 65.36 26.39 29.92 44.14

Hostmaster RT average Turnaround Time

Hosmaster Aug 2014 Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015
Opened & Closed during timeframe period (days) 0.79 0.41 0.96 0.62 0.86 0.96
Opened before & closed during timeframe period (days) 41.72 28.06 48.90 27.13 19.68 39.38

New-Member RT average Turnaround Time

New Member Aug 2014 Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015
Opened & Closed during timeframe period (days) 0.85 0.49 1.30 0.65 1.17 3.10
Opened before & closed during timeframe period (days) 86.22 84.42 52.69 4.50 75.14 241.17

Billing RT average Turnaround Time

Billing Aug 2014 Sep 2014 Oct 2014 Nov 2014 Dec 2014 Jan 2015
Opened & Closed during timeframe period (days) 1.52 1.14 5.31 2.51 2.59 1.41
Opened before & closed during timeframe period (days) 72.67 130.26 141.79 25.89 18.75 41.21
AFRINIC Registration Services and Member Services LiaisonTeams works on the following tickets:
  1. Requests for new membership & resources (New-Member queues)
  2. Requests for additional resources from existing members (Hostmaster queue)
  3. Technical assistance required by existing members in regard to reverse DNS and whois database (Hostmaster queue; myafrinic-dbm queue, myafrinic-activate queue, )
The turnaround time for a ticket to be closed by those Teams would depend on several factors:
  1. Whether the member is in good financial standing: hostmasters would attend to request for any additional space, only if the member is in good standing (i.e has no outstanding fees)
  2. Resource requests have to be evaluated against their respective policies: in such cases, the hostmasters would have to ensure that the members are satisfying the policy stipulations by asking for supporting documentation and/or clarification. The time taken for these tickets to be resolved would also depend on the time taken by the requestors to respond to the hostmasters.
  3. New members: the process is complete once AFRINIC has received payment and the original Registration Service Agreement has been received by the Registration Services. The time taken by the requestors to complete those steps varies as well.