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Request Tracker Statistics

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RT Statistics from 2015-04-01 to 2015-09-02

  Number of RT Type Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015 Sep 2015
Hostmaster Total logged 721 881 794 829 720 48
Total opened 721 880 794 826 714 36
Total resolved/closed 712 873 781 811 674 32
Total still open 9 8 13 18 46 16
Billing Total logged 425 421 706 288 326 48
Total opened 425 421 706 288 325 43
Total resolved/closed 416 393 696 267 307 41
Total still open 9 28 10 21 19 7
New-member Total logged 91 87 55 46 79 4
Total opened 91 87 55 46 78
Total resolved/closed 90 81 41 33 54
Total still open 1 6 14 13 25 4
Others Total logged 639 561 689 708 595 77
Total opened 616 453 586 666 505 13
Total resolved/closed 514 411 551 387 428 9
Total still open 125 150 138 321 167 68
  • 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 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015 Sep 2015
Opened & Closed during timeframe period (days) 5.40 2.52 0.80 1.22 0.78 0.34
Opened before & closed during timeframe period (days) 39.73 90.70 33.00 92.39 171.37 24.95

Hostmaster RT average Turnaround Time

Hosmaster Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015 Sep 2015
Opened & Closed during timeframe period (days) 6.23 1.11 0.74 0.91 0.91 0.51
Opened before & closed during timeframe period (days) 24.85 42.17 26.54 46.11 190.27 12.06

New-Member RT average Turnaround Time

New Member Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015 Sep 2015
Opened & Closed during timeframe period (days) 1.75 1.36 1.39 1.03 0.49 0.00
Opened before & closed during timeframe period (days) 150.29 21.63 31.80 173.77 179.67 605.00

Billing RT average Turnaround Time

Billing Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015 Sep 2015
Opened & Closed during timeframe period (days) 4.77 5.63 0.91 2.28 0.55 0.16
Opened before & closed during timeframe period (days) 42.43 113.64 38.83 98.29 86.64 5.67
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.