Request Tracker Statistics

From * : To * :

RT Statistics from2018-11-01 To 2019-04-24

  Number of RT Type Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019
Hostmaster Total logged 1047 946 1299 1303 1199 1069
Total opened 759 664 1004 1164 1115 968
Total resolved/closed 747 658 991 1150 1084 930
Total still open 300 288 308 153 115 139
Billing Total logged 603 407 755 572 452 301
Total opened 437 281 564 400 239 191
Total resolved/closed 377 248 540 382 212 180
Total still open 226 159 215 190 240 121
New-member Total logged 37 26 42 52 28 50
Total opened 32 22 35 40 23 39
Total resolved/closed 26 17 24 15 6 15
Total still open 11 9 18 37 22 35
Service-support Total logged 208 269 402 228 213 140
Total opened 161 220 360 163 139 63
Total resolved/closed 138 126 134 91 69 25
Total still open 70 143 268 137 144 115
Others Total logged 663 972 1024 1039 1273 1298
Total opened 599 882 926 913 888 752
Total resolved/closed 579 865 907 890 856 720
Total still open 84 107 117 149 417 578
  • 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 Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019
Opened & Closed during timeframe period (days) 1.5 1.16 3.26 0.97 1 1.72
Opened before & closed during timeframe period (days) 32.33 48.29 55.56 68 70.46 48.56

Hostmaster RT Average Turnaround Time

Hostmaster Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019
Opened & Closed during timeframe period (days) 1.05 0.71 0.77 0.77 0.74 0.53
Opened before & closed during timeframe period (days) 24.81 24.43 82.12 68.63 41.34 14.65

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019
Opened & Closed during timeframe period (days) 6.17 4.67 1 5.6 9 5.5
Opened before & closed during timeframe period (days) 88.91 75.73 79.32 93.63 75.48 70.73

Billing RT Average Turnaround Time

Billing Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019
Opened & Closed during timeframe period (days) 0.88 17 8.14 0.67 0.67 7.18
Opened before & closed during timeframe period (days) 4 0 48.04 5 225 50.63

Service-support RT Average Turnaround Time

Service-support Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019
Opened & Closed during timeframe period (days) 5.79 4.17 2.79 4.54 6.29 5.88
Opened before & closed during timeframe period (days) 48.58 62.02 62.39 54.63 96.51 92.97
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.