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Request Tracker Statistics

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RT Statistics from 2014-11-01 to 2015-04-28

  Number of RT Type Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015
Hostmaster Total logged 624 1911 587 620 836 638
Total opened 623 1910 584 616 834 612
Total resolved/closed 620 1909 580 604 817 557
Total still open 4 2 7 16 19 81
Billing Total logged 1198 521 934 520 538 391
Total opened 1198 514 811 448 496 347
Total resolved/closed 1022 493 747 412 445 325
Total still open 176 28 187 108 93 66
New-member Total logged 63 67 38 64 146 84
Total opened 63 67 38 64 146 71
Total resolved/closed 51 62 29 56 125 66
Total still open 12 5 9 8 21 18
Others Total logged 1189 697 802 697 913 596
Total opened 1163 678 785 662 875 509
Total resolved/closed 1131 654 751 630 820 367
Total still open 58 43 51 67 93 229
  • 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 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015
Opened & Closed during timeframe period (days) 1.58 1.18 1.14 1.19 1.32 2.34
Opened before & closed during timeframe period (days) 24.97 26.36 48.27 23.52 44.46 41.23

Hostmaster RT average Turnaround Time

Hosmaster Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015
Opened & Closed during timeframe period (days) 0.62 0.86 0.97 1.00 1.26 0.86
Opened before & closed during timeframe period (days) 27.13 19.68 38.99 13.10 15.76 17.03

New-Member RT average Turnaround Time

New Member Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015
Opened & Closed during timeframe period (days) 0.65 1.17 2.95 1.84 0.82 1.81
Opened before & closed during timeframe period (days) 4.50 61.89 241.17 126.00 172.63 189.63

Billing RT average Turnaround Time

Billing Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015
Opened & Closed during timeframe period (days) 2.51 2.65 1.27 1.49 2.87 4.86
Opened before & closed during timeframe period (days) 19.31 15.10 46.54 23.95 61.74 41.73
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.