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Request Tracker Statistics

From * : To * :

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

  Number of RT Type Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015 Aug 2015
Hostmaster Total logged 841 722 880 794 832 3
Total opened 840 722 879 794 820
Total resolved/closed 835 712 871 773 799
Total still open 6 10 9 21 33 3
Billing Total logged 532 425 422 707 282 2
Total opened 532 425 422 707 280
Total resolved/closed 523 414 393 696 263
Total still open 9 11 29 11 19 2
New-member Total logged 146 91 87 55 43 1
Total opened 146 91 87 55 43
Total resolved/closed 135 90 81 40 31
Total still open 11 1 6 15 12 1
Others Total logged 914 638 561 688 769 5
Total opened 899 614 453 585 591
Total resolved/closed 856 504 410 545 265
Total still open 58 134 151 143 504 5
  • 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
Opened & Closed during timeframe period (days) 1.35 5.40 2.52 0.80 1.23
Opened before & closed during timeframe period (days) 43.31 39.73 90.70 33.00 93.10

Hostmaster RT average Turnaround Time

Hosmaster Mar 2015 Apr 2015 May 2015 Jun 2015 Jul 2015
Opened & Closed during timeframe period (days) 1.30 6.23 1.11 0.74 0.92
Opened before & closed during timeframe period (days) 15.64 24.85 42.17 26.54 53.74

New-Member RT average Turnaround Time

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

Billing RT average Turnaround Time

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