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Request Tracker Statistics

From * : To * :

RT Statistics from2019-08-01 To 2020-01-19

  Number of RT Type Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020
Hostmaster Total logged 1056 969 1031 1171 731 652
Total opened 854 927 886 1091 623 531
Total resolved/closed 844 918 866 1062 598 510
Total still open 212 51 165 109 133 142
Billing Total logged 354 246 267 233 195 126
Total opened 349 244 208 126 115 59
Total resolved/closed 338 225 181 64 66 16
Total still open 16 21 86 169 129 110
New-member Total logged 33 30 67 38 39 21
Total opened 27 24 53 30 28 13
Total resolved/closed 23 23 35 10 3 3
Total still open 10 7 32 28 36 18
Service-support Total logged 195 135 161 125 90 48
Total opened 152 79 113 74 57 26
Total resolved/closed 133 70 103 70 50 16
Total still open 62 65 58 55 40 32
Others Total logged 993 1124 1335 1492 1643 842
Total opened 878 991 1091 1333 1484 483
Total resolved/closed 869 985 1077 1320 1312 453
Total still open 124 139 258 172 331 389
  • 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 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020
Opened & Closed during timeframe period (days) 1.28 1.11 1.43 1.04 0.83 0.61
Opened before & closed during timeframe period (days) 47.78 74.75 124.3 63.74 48.73 44.93

Hostmaster RT Average Turnaround Time

Hostmaster Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020
Opened & Closed during timeframe period (days) 0.5 0.79 0.73 0.96 0.68 0.55
Opened before & closed during timeframe period (days) 29.48 33.61 118 47.68 28.03 44.94

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020
Opened & Closed during timeframe period (days) 2 0 4.67 4 2.5 3
Opened before & closed during timeframe period (days) 97.55 115.13 90.74 88.64 110.93 93.39

Billing RT Average Turnaround Time

Billing Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020
Opened & Closed during timeframe period (days) 2.94 2.29 4.38 0.5 1.88 1.13
Opened before & closed during timeframe period (days) 10.16 16.67 9.49 4.83 25.6 29.86

Service-support RT Average Turnaround Time

Service-support Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020
Opened & Closed during timeframe period (days) 2.59 2.72 2.28 3.07 2.88 1.69
Opened before & closed during timeframe period (days) 67.04 89.84 186.58 77.47 57.61 47.35
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 -