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Request Tracker Statistics

From * : To * :

RT Statistics from2021-08-01 To 2022-01-19

  Number of RT Type Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Hostmaster Total logged 1346 1348 1694 1157 1116 494
Total opened 1283 1308 1675 1126 1100 451
Total resolved/closed 1276 1296 1659 1079 1059 425
Total still open 70 52 35 78 57 69
Billing Total logged 308 244 189 337 199 156
Total opened 287 230 180 304 181 125
Total resolved/closed 282 223 179 260 141 95
Total still open 26 21 10 77 58 61
New-member Total logged 50 66 47 60 37 26
Total opened 34 63 40 53 35 16
Total resolved/closed 27 44 19 23 4 2
Total still open 23 22 28 37 33 24
Service-support Total logged 388 452 314 317 167 113
Total opened 312 328 228 208 104 53
Total resolved/closed 288 294 216 193 91 44
Total still open 100 158 98 124 76 69
Others Total logged 1073 760 1040 1738 495 330
Total opened 899 580 769 1078 394 216
Total resolved/closed 884 573 759 1062 370 169
Total still open 189 187 281 676 125 161
  • 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 Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 1.28 1.21 1.01 1.07 0.73 0.83
Opened before & closed during timeframe period (days) 82.97 47.28 65.65 62.21 143.38 33.3

Hostmaster RT Average Turnaround Time

Hostmaster Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 1.05 0.94 0.72 0.7 0.61 0.66
Opened before & closed during timeframe period (days) 61.86 22.79 37.25 38.52 55.14 21.56

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 3 3.67 2.88 4.3 5.25 4
Opened before & closed during timeframe period (days) 101.27 139.45 139.22 120.23 134.5 95.11

Billing RT Average Turnaround Time

Billing Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 1.01 0.97 0.46 1.76 0.93 1.04
Opened before & closed during timeframe period (days) 46.4 21.3 207.88 101.36 11.33 15.13

Service-support RT Average Turnaround Time

Service-support Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 2.95 3.25 4.07 2.07 1.8 1.82
Opened before & closed during timeframe period (days) 115 47.59 35.41 72.8 191.61 50.71
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 -