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Request Tracker Statistics

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RT Statistics from 2014-12-01 to 2015-05-25

  Number of RT Type Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015
Hostmaster Total logged 1911 589 620 839 722 738
Total opened 1910 586 616 838 720 703
Total resolved/closed 1909 582 607 824 702 669
Total still open 2 7 13 15 20 69
Billing Total logged 521 931 519 534 425 329
Total opened 521 830 455 496 398 292
Total resolved/closed 506 798 447 481 390 273
Total still open 15 133 72 53 35 56
New-member Total logged 67 38 64 146 92 72
Total opened 67 38 64 146 92 67
Total resolved/closed 62 29 58 129 89 59
Total still open 5 9 6 17 3 13
Others Total logged 697 803 698 914 638 427
Total opened 678 789 663 894 612 303
Total resolved/closed 656 758 632 844 482 240
Total still open 41 45 66 70 156 187
  • 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 Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015
Opened & Closed during timeframe period (days) 1.17 1.14 1.19 1.36 5.40 2.70
Opened before & closed during timeframe period (days) 26.36 48.28 23.58 44.53 39.70 91.35

Hostmaster RT average Turnaround Time

Hosmaster Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015
Opened & Closed during timeframe period (days) 0.86 0.97 1.00 1.32 6.23 1.07
Opened before & closed during timeframe period (days) 19.68 38.32 13.10 15.64 24.82 40.68

New-Member RT average Turnaround Time

New Member Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015
Opened & Closed during timeframe period (days) 1.17 2.95 1.84 0.82 1.75 0.90
Opened before & closed during timeframe period (days) 61.89 241.17 126.00 172.63 150.29 21.63

Billing RT average Turnaround Time

Billing Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015
Opened & Closed during timeframe period (days) 2.61 1.27 1.48 2.94 4.77 6.12
Opened before & closed during timeframe period (days) 15.10 46.67 24.03 61.74 42.43 114.03
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.