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Request Tracker Statistics

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RT Statistics from 2014-11-01 to 2015-04-21

  Number of RT Type Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015 Apr 2015
Hostmaster Total logged 624 1912 587 618 835 505
Total opened 623 1911 584 614 833 496
Total resolved/closed 620 1909 580 603 814 446
Total still open 4 3 7 15 21 59
Billing Total logged 1198 520 935 522 539 303
Total opened 1198 483 789 385 266 239
Total resolved/closed 1020 464 725 347 207 213
Total still open 178 56 210 175 332 90
New-member Total logged 63 67 38 64 146 74
Total opened 63 67 38 64 146 49
Total resolved/closed 51 62 28 56 124 47
Total still open 12 5 10 8 22 27
Others Total logged 1189 697 801 697 913 457
Total opened 1163 678 785 662 867 398
Total resolved/closed 1131 654 749 629 808 275
Total still open 58 43 52 68 105 182
  • 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 2.28
Opened before & closed during timeframe period (days) 24.97 26.36 48.22 23.52 44.46 44.62

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 0.74
Opened before & closed during timeframe period (days) 27.13 19.68 38.85 13.10 15.76 15.36

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 0.64
Opened before & closed during timeframe period (days) 4.50 61.89 241.17 126.00 172.63 206.60

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 5.63
Opened before & closed during timeframe period (days) 19.31 15.10 46.54 23.95 61.74 48.80
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.