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Request Tracker Statistics

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

  Number of RT Type Feb 2015 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015
Hostmaster Total logged 620 840 720 879 801 49
Total opened 616 839 720 878 801 48
Total resolved/closed 608 829 710 866 754 44
Total still open 12 11 10 13 47 5
Billing Total logged 519 534 426 423 707 12
Total opened 461 500 404 388 599 1
Total resolved/closed 453 486 394 361 586
Total still open 66 48 32 62 121 12
New-member Total logged 64 146 91 87 54 2
Total opened 64 146 91 87 53 1
Total resolved/closed 58 133 90 81 37 1
Total still open 6 13 1 6 17 1
Others Total logged 697 913 639 561 696 35
Total opened 681 897 616 452 573 12
Total resolved/closed 655 852 492 395 507 11
Total still open 42 61 147 166 189 24
  • 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 2.53 0.80 0.52
Opened before & closed during timeframe period (days) 23.46 44.21 39.70 90.70 32.98 11.60

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 0.53
Opened before & closed during timeframe period (days) 13.10 15.64 24.82 42.17 27.39 4.05

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 0.00
Opened before & closed during timeframe period (days) 112.89 172.63 150.29 21.63 31.80 68.00

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 0.00
Opened before & closed during timeframe period (days) 23.93 61.27 42.43 113.64 38.08 1.00
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.