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Request Tracker Statistics

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RT Statistics from 2015-03-01 to 2015-08-31

  Number of RT Type Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Hostmaster Total logged 839 721 881 794 829 722
Total opened 838 721 880 794 826 685
Total resolved/closed 835 712 873 781 811 645
Total still open 4 9 8 13 18 77
Billing Total logged 533 425 421 707 288 326
Total opened 533 425 421 707 288 320
Total resolved/closed 522 416 393 696 267 302
Total still open 11 9 28 11 21 24
New-member Total logged 146 91 87 55 46 80
Total opened 146 91 87 55 46 72
Total resolved/closed 135 90 81 41 33 53
Total still open 11 1 6 14 13 27
Others Total logged 915 639 561 688 708 602
Total opened 902 616 453 585 666 478
Total resolved/closed 860 514 412 549 387 407
Total still open 55 125 149 139 321 195
  • 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 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 1.35 5.40 2.52 0.80 1.22 0.78
Opened before & closed during timeframe period (days) 43.31 39.73 90.70 33.00 92.39 171.37

Hostmaster RT average Turnaround Time

Hosmaster Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 1.30 6.23 1.11 0.74 0.91 0.91
Opened before & closed during timeframe period (days) 15.64 24.85 42.17 26.54 46.11 190.27

New-Member RT average Turnaround Time

New Member Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 0.82 1.75 1.36 1.39 1.03 0.49
Opened before & closed during timeframe period (days) 172.63 150.29 21.63 31.80 173.77 179.67

Billing RT average Turnaround Time

Billing Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 2.94 4.77 5.63 0.91 2.28 0.55
Opened before & closed during timeframe period (days) 59.64 42.43 113.64 38.83 98.29 86.64
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.