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Request Tracker Statistics

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RT Statistics from 2015-01-01 to 2015-06-30

  Number of RT Type Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015
Hostmaster Total logged 589 620 840 720 879 788
Total opened 586 616 839 720 878 779
Total resolved/closed 583 608 829 710 865 735
Total still open 6 12 11 10 14 53
Billing Total logged 931 519 534 426 423 703
Total opened 861 461 500 404 388 598
Total resolved/closed 828 453 486 394 361 585
Total still open 103 66 48 32 62 118
New-member Total logged 39 64 146 92 87 53
Total opened 39 64 146 92 87 48
Total resolved/closed 29 58 131 89 81 34
Total still open 10 6 15 3 6 19
Others Total logged 802 697 913 638 561 684
Total opened 788 681 897 614 451 503
Total resolved/closed 761 654 851 490 391 435
Total still open 41 43 62 148 170 249
  • 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 2015 Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015
Opened & Closed during timeframe period (days) 1.14 1.19 1.35 5.40 2.53 0.80
Opened before & closed during timeframe period (days) 48.28 23.46 44.21 39.70 90.70 33.10

Hostmaster RT average Turnaround Time

Hosmaster Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015
Opened & Closed during timeframe period (days) 0.97 1.01 1.30 6.23 1.11 0.74
Opened before & closed during timeframe period (days) 38.32 13.10 15.64 24.82 42.17 27.39

New-Member RT average Turnaround Time

New Member Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015
Opened & Closed during timeframe period (days) 2.95 1.84 0.82 1.75 1.36 1.39
Opened before & closed during timeframe period (days) 241.17 112.89 172.63 150.29 21.63 33.75

Billing RT average Turnaround Time

Billing Jan 2015 Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015
Opened & Closed during timeframe period (days) 1.27 1.48 2.94 4.77 5.63 0.91
Opened before & closed during timeframe period (days) 46.67 23.93 61.27 42.43 113.64 38.08
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.