AFRINIC Service Level Commitment
1. Purpose of this Service Level Commitment
In our quest to serve the community in the most professional manner and in accordance with our industry highest standards, AFRINIC is offering this Service Level commitment (SLC) in respect of its Number Resources Management services. This covers Registration Services, Database services, Reverse DNS and Billing.
Our Service Level Commitment is our pledge to the community that we will provide high quality service as per their needs and expectations. We will strive to serve the community in timely and efficient manner in all issues relating to our core activities.
AFRINIC aims to provide high quality and reliable services based on its own infrastructure and capacity. Although AFRINIC will be unable to provide service level commitments in respect of any third party suppliers, we will strive to ensure that our own commitment is reflected in all our business relationships with third party suppliers that may affect our core services.
1.1 Infrastructure and Online Service availability
We commit to a 99.99% uptime for our Internet services and network i.e. our servers being physically switched on and with an active Internet connection to running services.
Any calculation of network and service availability shall not include any unavailability resulting from
(a) scheduled network and/or server maintenance;
(b) third party unavailability;
(c) end user connectivity issues; or
(d) any other issue outside of the control of AFRINIC such as an Act of God. However AFRINIC will do its best to provide resilient and redundant services.
1.2 Response to queries and service requests
We commit to a timely response to any query addressed to us and logged in our ticketing system. Our target is to provide an effective response within 24 hours on all queries in all ticketing system queues.
For problems that cannot be resolved within the set time thresholds, a priority-based problem escalation process will promote these problems so that appropriate expert resources are allocated to their resolution.
The requestor will be informed accordingly.
2. Scheduled and Unscheduled Maintenance
Regularly scheduled maintenance time does not count as downtime. Maintenance time is regularly scheduled if it is communicated at least two (2) working days in advance of the maintenance time. Regularly scheduled maintenance time typically is communicated at least a week in advance, scheduled to occur at night on the weekend, and takes less than 10-15 hours each quarter.
Please note that every Friday and Saturday night 20:00 - 21:30 UTC are reserved for routine scheduled maintenance for use as needed.
AFRINIC, at its own discretion, may take the Service down for unscheduled maintenance and in that event will attempt to notify the community in advance. Such unscheduled maintenance will be counted against the uptime guarantee.
3. Working Hours
AFRINIC Operations are located in Mauritius and our working hours are Monday to Friday 09:00 to 17:30 (UTC+4). The list of public Holidays in Mauritius are published at the beginning of every year on our website at: http://www.afrinic.net/en/about-us/office-hours.
4. Resolution Of Complaints
It is mainly through your feedback that we are able to review and keep improving the overall service we provide. We will do our best to resolve any complaint that you may have as quickly as possible, once it has been received and investigated by our team.
To avoid any delay, we encourage you not to send service related correspondence to an individual employee's email addresses.
As a guideline, we will try to respond to your enquiry within two (2) working days of receipt of your enquiry.
This Service Level Commitment may be amended by AFRINIC at its own discretion but only after giving a thirty-day advance notice. Notices will be sufficient if provided to the community
(a) as a note on its main website www.afrinic.net, or
(b) by email to the subscribers through announce[at]afrinic.net and services[at]afrinic.net mailing lists.
6. Exclusion of Sandbox and Beta Accounts
AFRINIC test environment, Beta services are expressly excluded from this or any other service level commitment.
Statistics on the resolution of queries from our ticketing system can be found here
Act of God stands for any act that is beyond the control of humans such as cyclone, earthquake, water flood etc …