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Request Tracker Statistics

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RT Statistics from 2014-06-01 to 2014-11-22

  Number of RT Type Jun 2014 Jul 2014 Aug 2014 Sep 2014 Oct 2014 Nov 2014
Hostmaster Total logged 365 364 1042 2438 904 564
Total opened 365 364 1040 2438 901 530
Total resolved/closed 357 341 1033 2422 882 507
Total still open 8 23 9 16 22 57
Billing Total logged 226 198 158 218 249 1237
Total opened 222 195 156 214 249 131
Total resolved/closed 201 181 132 196 197 106
Total still open 25 17 26 22 52 1131
New-member Total logged 110 146 96 253 70 42
Total opened 110 146 96 253 70 38
Total resolved/closed 105 138 89 238 56 33
Total still open 5 8 7 15 14 9
Others Total logged 692 589 356 1182 1018 669
Total opened 637 587 343 1168 945 421
Total resolved/closed 615 579 323 1130 838 355
Total still open 77 10 33 52 180 314
  • Billing: queries related to proforma, invoices and payment,
  • New-member: 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 Jun 2014 Jul 2014 Aug 2014 Sep 2014 Oct 2014 Nov 2014
Opened & Closed during timeframe period (days) 1.72 1.00 0.90 0.47 1.46 0.69
Opened before & closed during timeframe period (days) 67.00 57.58 63.04 73.55 65.45 26.10

Hostmaster RT average Turnaround Time

Hosmaster Jun 2014 Jul 2014 Aug 2014 Sep 2014 Oct 2014 Nov 2014
Opened & Closed during timeframe period (days) 1.18 1.11 0.78 0.42 0.95 0.58
Opened before & closed during timeframe period (days) 48.08 51.24 42.96 34.18 51.02 26.78

New-Member RT average Turnaround Time

New Member Jun 2014 Jul 2014 Aug 2014 Sep 2014 Oct 2014 Nov 2014
Opened & Closed during timeframe period (days) 4.44 1.18 0.85 0.50 1.30 0.63
Opened before & closed during timeframe period (days) 96.37 70.26 86.22 89.20 63.50 4.50

Billing RT average Turnaround Time

Billing Jun 2014 Jul 2014 Aug 2014 Sep 2014 Oct 2014 Nov 2014
Opened & Closed during timeframe period (days) 1.82 0.37 1.52 1.13 5.26 1.51
Opened before & closed during timeframe period (days) 39.19 56.80 73.63 130.15 129.86 25.73
AFRINIC Registration Services and Member Services LiaisonTeams works on the following tickets:
  1. Requests for new membership & resources (New-Member queues)
  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.