Request Tracker Statistics

From * : To * :

RT Statistics from2019-05-01 To 2019-10-21

  Number of RT Type May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019
Hostmaster Total logged 1211 1433 1484 1056 967 767
Total opened 966 1126 1293 854 926 645
Total resolved/closed 954 1114 1271 834 889 599
Total still open 257 319 213 222 78 168
Billing Total logged 318 270 365 353 246 160
Total opened 317 268 362 349 244 93
Total resolved/closed 315 268 356 339 225 81
Total still open 3 2 9 14 21 79
New-member Total logged 41 57 68 33 30 47
Total opened 35 46 55 27 24 30
Total resolved/closed 27 27 39 11 6 7
Total still open 14 30 29 22 24 40
Service-support Total logged 185 160 206 197 140 80
Total opened 118 109 173 154 84 56
Total resolved/closed 106 83 106 128 55 41
Total still open 79 77 100 69 85 39
Others Total logged 1159 1084 1146 992 1121 538
Total opened 1050 945 1015 863 948 380
Total resolved/closed 1042 930 1004 840 910 359
Total still open 117 154 142 152 211 179
  • Billing: queries related to proforma, invoices and payment,
  • New-member: Queries /clarifications regarding how to become an AFRINIC member
  • Service-support: 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 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019
Opened & Closed during timeframe period (days) 1.65 0.81 1.18 1.28 1.12 1.08
Opened before & closed during timeframe period (days) 89.31 37.31 46.77 48.16 74.35 131.66

Hostmaster RT Average Turnaround Time

Hostmaster May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019
Opened & Closed during timeframe period (days) 0.81 0.67 0.89 0.5 0.79 0.74
Opened before & closed during timeframe period (days) 28.57 21.31 14.99 29.48 33 122.7

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019
Opened & Closed during timeframe period (days) 2.33 1 2.75 2 0 4.71
Opened before & closed during timeframe period (days) 78.77 80.09 76.25 98 115.13 91.39

Billing RT Average Turnaround Time

Billing May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019
Opened & Closed during timeframe period (days) 4.18 0.88 1.99 2.94 2.29 3.08
Opened before & closed during timeframe period (days) 93.85 0 42.14 10.16 16.67 9.49

Service-support RT Average Turnaround Time

Service-support May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019
Opened & Closed during timeframe period (days) 5.49 3.39 3.39 2.59 2.75 1.63
Opened before & closed during timeframe period (days) 92.35 46.52 128.21 67.04 89.84 210.73
AFRINIC Registration Services and Customer Services Teams works on the following tickets:
  1. Requests for new membership & resources (New-Member queue and service-support queue)
  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.

Date and time in Mauritius -