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Request Tracker Statistics

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RT Statistics from 2016-01-01 to 2016-06-25

  Number of RT Type Jan 2016 Feb 2016 Mar 2016 Apr 2016 May 2016 Jun 2016
Hostmaster Total logged 988 985 921 957 1186 759
Total opened 988 983 918 957 1186 739
Total resolved/closed 980 967 909 951 1166 698
Total still open 8 18 12 6 20 61
Billing Total logged 1564 670 579 349 353 313
Total opened 1564 669 579 349 353 301
Total resolved/closed 1562 668 578 339 333 271
Total still open 2 2 1 10 20 42
New-member Total logged 98 144 197 170 94 35
Total opened 98 144 197 170 94 33
Total resolved/closed 90 129 185 156 72 21
Total still open 8 15 12 14 22 14
Others Total logged 2241 884 809 969 1217 2020
Total opened 1449 767 773 919 1128 1924
Total resolved/closed 1360 736 679 839 995 1758
Total still open 881 148 130 130 222 262
  • 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 Jan 2016 Feb 2016 Mar 2016 Apr 2016 May 2016 Jun 2016
Opened & Closed during timeframe period (days) 1.20 1.98 3.31 1.04 0.78 0.88
Opened before & closed during timeframe period (days) 36.77 19.20 82.43 142.53 44.61 51.44

Hostmaster RT average Turnaround Time

Hosmaster Jan 2016 Feb 2016 Mar 2016 Apr 2016 May 2016 Jun 2016
Opened & Closed during timeframe period (days) 0.77 0.80 0.81 0.81 0.64 0.65
Opened before & closed during timeframe period (days) 38.53 19.26 17.67 76.77 27.56 32.94

New-Member RT average Turnaround Time

New Member Jan 2016 Feb 2016 Mar 2016 Apr 2016 May 2016 Jun 2016
Opened & Closed during timeframe period (days) 0.52 0.77 3.59 0.56 1.00 0.95
Opened before & closed during timeframe period (days) 158.33 18.62 143.61 532.63 94.23 75.17

Billing RT average Turnaround Time

Billing Jan 2016 Feb 2016 Mar 2016 Apr 2016 May 2016 Jun 2016
Opened & Closed during timeframe period (days) 1.49 5.73 8.13 1.91 1.15 1.74
Opened before & closed during timeframe period (days) 27.87 19.22 23.98 88.49 56.31 130.80
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.