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Request Tracker Statistics

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

  Number of RT Type Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015 Mar 2015
Hostmaster Total logged 838 624 1913 586 625 3
Total opened 836 623 1912 583 558
Total resolved/closed 834 616 1908 569 486
Total still open 4 8 5 17 139 3
Billing Total logged 249 1198 519 935 523 1
Total opened 249 1179 447 776 290
Total resolved/closed 213 996 428 712 247
Total still open 36 202 91 223 276 1
New-member Total logged 71 63 67 38 61
Total opened 71 63 67 38 57
Total resolved/closed 64 51 62 28 52
Total still open 7 12 5 10 9 0
Others Total logged 995 1191 697 804 709 2
Total opened 947 1153 673 780 542 1
Total resolved/closed 885 1112 639 732 481 1
Total still open 110 79 58 72 228 1
  • 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
Opened & Closed during timeframe period (days) 1.49 1.58 1.18 1.14 1.19
Opened before & closed during timeframe period (days) 65.36 24.97 26.36 48.15 23.79

Hostmaster RT average Turnaround Time

Hosmaster Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015
Opened & Closed during timeframe period (days) 0.96 0.62 0.86 0.98 1.00
Opened before & closed during timeframe period (days) 48.90 27.13 19.68 38.58 13.99

New-Member RT average Turnaround Time

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

Billing RT average Turnaround Time

Billing Oct 2014 Nov 2014 Dec 2014 Jan 2015 Feb 2015
Opened & Closed during timeframe period (days) 5.31 2.51 2.63 1.27 1.49
Opened before & closed during timeframe period (days) 141.79 19.31 15.10 46.54 24.16
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.