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Request Tracker Statistics

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RT Statistics from 2015-02-01 to 2015-07-28

  Number of RT Type Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015
Hostmaster Total logged 620 841 720 880 794 709
Total opened 616 840 720 879 794 693
Total resolved/closed 609 833 710 870 769 664
Total still open 11 8 10 10 25 45
Billing Total logged 515 532 426 422 707 241
Total opened 515 532 426 422 707 237
Total resolved/closed 507 523 414 392 696 223
Total still open 8 9 12 30 11 18
New-member Total logged 64 146 91 87 55 37
Total opened 64 146 91 87 55 36
Total resolved/closed 58 135 90 81 39 25
Total still open 6 11 1 6 16 12
Others Total logged 701 914 639 561 688 452
Total opened 685 899 615 453 585 371
Total resolved/closed 656 856 502 408 544 230
Total still open 45 58 137 153 144 222
  • 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 Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015
Opened & Closed during timeframe period (days) 1.19 1.35 5.40 2.52 0.80 1.19
Opened before & closed during timeframe period (days) 23.51 43.31 39.73 90.70 33.00 91.30

Hostmaster RT average Turnaround Time

Hosmaster Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015
Opened & Closed during timeframe period (days) 1.01 1.30 6.23 1.11 0.74 0.78
Opened before & closed during timeframe period (days) 13.10 15.64 24.85 42.17 27.39 48.58

New-Member RT average Turnaround Time

New Member Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015
Opened & Closed during timeframe period (days) 1.84 0.82 1.75 1.36 1.39 0.89
Opened before & closed during timeframe period (days) 112.89 172.63 150.29 21.63 31.80 130.50

Billing RT average Turnaround Time

Billing Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015
Opened & Closed during timeframe period (days) 1.48 2.94 4.77 5.63 0.91 2.57
Opened before & closed during timeframe period (days) 24.00 59.64 42.43 113.64 38.17 97.85
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.