Request Tracker Statistics

From * : To * :

RT Statistics from2019-10-01 To 2020-03-28

  Number of RT Type Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020
Hostmaster Total logged 1030 1170 729 1153 1112 661
Total opened 885 1090 621 1102 1092 579
Total resolved/closed 881 1074 616 1090 1069 545
Total still open 149 96 113 63 43 116
Billing Total logged 267 233 196 232 359 275
Total opened 208 126 116 107 131 64
Total resolved/closed 180 64 67 30 22 8
Total still open 87 169 129 202 337 267
New-member Total logged 67 38 39 36 43 39
Total opened 53 29 28 30 35 30
Total resolved/closed 51 17 13 9 7 6
Total still open 16 21 26 27 36 33
Service-support Total logged 162 125 88 111 191 143
Total opened 114 74 55 72 115 99
Total resolved/closed 108 73 54 58 66 71
Total still open 54 52 34 53 125 72
Others Total logged 1335 1493 1646 1492 1313 661
Total opened 1091 1336 1489 949 815 151
Total resolved/closed 1081 1327 1327 904 765 106
Total still open 254 166 319 588 548 555
  • 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 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020
Opened & Closed during timeframe period (days) 1.43 1.04 0.83 0.69 1.06 1.12
Opened before & closed during timeframe period (days) 124.3 60.39 48.82 51.81 54.9 112.62

Hostmaster RT Average Turnaround Time

Hostmaster Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020
Opened & Closed during timeframe period (days) 0.73 0.96 0.68 0.6 0.98 0.92
Opened before & closed during timeframe period (days) 118 46.51 28.03 49.42 32.02 120.6

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020
Opened & Closed during timeframe period (days) 4.67 3 2.5 8.67 1 5.33
Opened before & closed during timeframe period (days) 90.74 91.5 110.93 100.51 88.13 127.63

Billing RT Average Turnaround Time

Billing Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020
Opened & Closed during timeframe period (days) 4.38 0.5 1.88 0.95 1.05 0.38
Opened before & closed during timeframe period (days) 9.49 4.83 24.25 29.86 5.64 60

Service-support RT Average Turnaround Time

Service-support Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020
Opened & Closed during timeframe period (days) 2.28 3.07 2.88 2.27 2.59 2.38
Opened before & closed during timeframe period (days) 186.58 61.91 57.61 54.06 114.04 57.26
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 -