Request Tracker Statistics

From * : To * :

RT Statistics from2019-03-01 To 2019-08-20

  Number of RT Type Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019
Hostmaster Total logged 1200 1303 1212 1433 1484 825
Total opened 1116 1197 967 1126 1293 619
Total resolved/closed 1108 1187 949 1112 1263 595
Total still open 92 116 263 321 221 230
Billing Total logged 422 352 318 270 365 265
Total opened 413 352 317 268 362 137
Total resolved/closed 412 352 315 267 334 107
Total still open 10 0 3 3 31 158
New-member Total logged 28 60 41 57 68 13
Total opened 23 50 35 46 55 7
Total resolved/closed 16 43 13 12 22 2
Total still open 12 17 28 45 46 11
Service-support Total logged 241 182 185 160 209 109
Total opened 179 125 118 109 176 79
Total resolved/closed 123 90 102 76 82 42
Total still open 118 92 83 84 127 67
Others Total logged 1273 1394 1159 1083 1142 555
Total opened 890 853 1049 942 1006 428
Total resolved/closed 881 843 1033 917 974 402
Total still open 392 551 126 166 168 153
  • 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 Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019
Opened & Closed during timeframe period (days) 0.99 1.63 1.65 0.81 1.19 0.56
Opened before & closed during timeframe period (days) 70.08 52.41 89.31 37.5 47.23 37.41

Hostmaster RT Average Turnaround Time

Hostmaster Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019
Opened & Closed during timeframe period (days) 0.73 0.52 0.82 0.67 0.9 0.38
Opened before & closed during timeframe period (days) 41.34 14.94 28.57 21.31 16.83 28.91

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019
Opened & Closed during timeframe period (days) 9 4.6 2.33 1 2.75 3
Opened before & closed during timeframe period (days) 73.97 67.18 78.77 80.09 77.19 109.78

Billing RT Average Turnaround Time

Billing Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019
Opened & Closed during timeframe period (days) 0.67 7.1 4.18 0.88 1.99 0.95
Opened before & closed during timeframe period (days) 225 50.63 93.85 0 42.35 1.91

Service-support RT Average Turnaround Time

Service-support Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019
Opened & Closed during timeframe period (days) 6.17 7.76 5.49 3.39 3.39 2.12
Opened before & closed during timeframe period (days) 96.51 122.18 92.35 46.88 128.21 30.16
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.