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Request Tracker Statistics

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RT Statistics from 2015-03-01 to 2015-08-04

  Number of RT Type Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Hostmaster Total logged 841 721 879 794 827 56
Total opened 840 721 878 794 823 43
Total resolved/closed 835 712 871 778 802 39
Total still open 6 9 8 16 25 17
Billing Total logged 532 426 422 707 281 23
Total opened 532 426 422 707 281 19
Total resolved/closed 523 415 393 696 264 17
Total still open 9 11 29 11 17 6
New-member Total logged 146 91 87 55 43 7
Total opened 146 91 87 55 43
Total resolved/closed 135 90 81 40 31
Total still open 11 1 6 15 12 7
Others Total logged 914 638 562 688 758 65
Total opened 900 615 454 585 641 23
Total resolved/closed 857 508 410 547 319 19
Total still open 57 130 152 141 439 46
  • 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 Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 1.35 5.40 2.52 0.80 1.23 0.17
Opened before & closed during timeframe period (days) 43.31 39.73 90.70 33.00 93.41 240.27

Hostmaster RT average Turnaround Time

Hosmaster Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 1.30 6.23 1.11 0.74 0.92 0.18
Opened before & closed during timeframe period (days) 15.64 24.85 42.17 26.54 54.19 255.53

New-Member RT average Turnaround Time

New Member Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 0.82 1.75 1.36 1.39 1.03 0.00
Opened before & closed during timeframe period (days) 172.63 150.29 21.63 31.80 173.77 0.00

Billing RT average Turnaround Time

Billing Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Opened & Closed during timeframe period (days) 2.94 4.77 5.63 0.91 2.28 0.15
Opened before & closed during timeframe period (days) 59.64 42.43 113.64 38.83 98.34 87.67
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.