Request Tracker Statistics

	Number of RT Type	Oct 2022	Nov 2022	Dec 2022	Jan 2023	Feb 2023	Mar 2023
Hostmaster	Total logged	834	909	1262	941	736	805
	Total opened	796	872	1230	922	726	725
	Total resolved/closed	788	858	1224	905	702	671
	Total still open	46	51	38	36	34	134

Billing	Total logged	270	671	313	313	208	268
	Total opened	239	623	267	250	183	230
	Total resolved/closed	234	620	261	245	177	188
	Total still open	36	51	52	68	31	80

New-member	Total logged	46	47	32	42	59	26
	Total opened	32	36	25	32	46	16
	Total resolved/closed	22	27	15	8	10
	Total still open	24	20	17	34	49	26

Service-support	Total logged	297	362	230	163	165	287
	Total opened	197	263	120	108	116	162
	Total resolved/closed	181	248	112	99	111	118
	Total still open	116	114	118	64	54	169

Others	Total logged	923	2083	1337	1264	1150	1233
	Total opened	795	1798	1148	1074	942	921
	Total resolved/closed	781	1787	1131	1062	931	844
	Total still open	142	296	206	202	219	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	Oct 2022	Nov 2022	Dec 2022	Jan 2023	Feb 2023	Mar 2023
Opened & Closed during timeframe period (days)	1.06	1.26	1.08	0.86	0.93	0.91
Opened before & closed during timeframe period (days)	59.23	69.25	33.03	57.59	43.3	69.37

Hostmaster	Oct 2022	Nov 2022	Dec 2022	Jan 2023	Feb 2023	Mar 2023
Opened & Closed during timeframe period (days)	0.94	0.96	0.95	0.6	0.65	0.7
Opened before & closed during timeframe period (days)	47.32	72.78	59.85	70.29	39.14	75.57

MOD_AF_RTSTATS_NEW_MEMBER	Oct 2022	Nov 2022	Dec 2022	Jan 2023	Feb 2023	Mar 2023
Opened & Closed during timeframe period (days)	2	0.67	1.2	11	0.83	0
Opened before & closed during timeframe period (days)	104.15	176.5	101.09	149.27	100.3	69.44

Billing	Oct 2022	Nov 2022	Dec 2022	Jan 2023	Feb 2023	Mar 2023
Opened & Closed during timeframe period (days)	0.88	1.4	1.38	1.86	1.65	1.22
Opened before & closed during timeframe period (days)	38.5	33.88	15.75	27.43	28.19	74.08

Service-support	Oct 2022	Nov 2022	Dec 2022	Jan 2023	Feb 2023	Mar 2023
Opened & Closed during timeframe period (days)	1.99	2.54	2.39	1.69	1.63	1.62
Opened before & closed during timeframe period (days)	38.93	73.35	49.27	65.32	53.24	58.41

AFRINIC Registration Services and Customer Services Teams works on the following tickets:

Requests for new membership & resources (New-Member queue and service-support queue)
Requests for additional resources from existing members (Hostmaster queue)
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:

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)
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.
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.