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Request Tracker Statistics

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RT Statistics from 2014-10-01 to 2015-03-30

  Number of RT Type Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015
Hostmaster Total logged 838 623 1912 587 618 750
Total opened 836 622 1911 584 614 683
Total resolved/closed 835 617 1908 577 596 652
Total still open 3 6 4 10 22 98
Billing Total logged 249 1199 521 933 522 511
Total opened 249 1180 449 785 384 126
Total resolved/closed 215 1001 431 720 343 71
Total still open 34 198 90 213 179 440
New-member Total logged 71 63 67 38 64 126
Total opened 71 63 67 38 64 118
Total resolved/closed 64 51 62 28 56 99
Total still open 7 12 5 10 8 27
Others Total logged 993 1189 696 803 697 868
Total opened 950 1163 677 786 660 644
Total resolved/closed 895 1126 650 746 622 591
Total still open 98 63 46 57 75 277
  • 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 Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015
Opened & Closed during timeframe period (days) 1.49 1.58 1.18 1.14 1.19 1.38
Opened before & closed during timeframe period (days) 65.24 24.97 26.36 48.15 23.61 41.19

Hostmaster RT average Turnaround Time

Hosmaster Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015
Opened & Closed during timeframe period (days) 0.96 0.62 0.86 0.97 1.00 1.30
Opened before & closed during timeframe period (days) 48.90 27.13 19.68 38.58 13.35 14.25

New-Member RT average Turnaround Time

New Member Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015
Opened & Closed during timeframe period (days) 1.30 0.65 1.17 2.95 1.84 0.89
Opened before & closed during timeframe period (days) 52.69 4.50 61.89 241.17 126.00 101.83

Billing RT average Turnaround Time

Billing Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015
Opened & Closed during timeframe period (days) 5.31 2.51 2.65 1.27 1.49 3.00
Opened before & closed during timeframe period (days) 143.89 19.31 15.10 46.54 24.02 61.74
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.