Version 1 | November 2015
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, as an RIR is publishing this Service Level commitment (SLC) in respect of its Number Resources Management services. This covers Registration and Customer Services, Database and public online services, Reverse DNS, Billing and services infrastructures. This Service Level Commitment is AFRINIC’s pledge to the community for the provision of high-quality service as per their needs and expectations of members. AFRINIC will strive to serve the community in a 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 as described in section 4. 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.
2. Working days and Working Hours
3. Service availability
3.1. Infrastructure and Online Service availability
AFRINIC commits itself to a 99.8% uptime per service and for its network i.e. its servers being physically switched on and with an internet connection to running services. Note: 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 and constituting force majeure as defined in the annexe to this document. However, AFRINIC will endeavour to provide resilient and redundant services on a best-effort level.
3.2. Response to queries and service requests
AFRINIC Operations Team is committed to providing an effective response (Cf Annex) on all queries addressed to it, within two (2) working days.
4. Scheduled and Unscheduled Maintenance
AFRINIC Services subject to maintenances are:
- Registration and Customer Services
- Billing Services
- Database and public online services
- Services Websites
- Internet Routing Registry
- Services Infrastructure
AFRINIC, at its own discretion, may take the service down for unscheduled maintenance due to incidents and in that event, it will notify the community in advance before completing this issue resolved. Such unscheduled maintenance will be counted against the uptime guarantee.
5. Resolution Of Complaints
It is mainly through members’ and the community’s feedback that AFRINIC is able to review and keep improving the overall service it provides.
5.1. How can a complaint be made?
In case you are not satisfied with the level of any service delivered to you, you have the right to seek a review of the decision by using any one of the following means.
- telephone AFRINIC Customer Service on +230 403 5100 during working hours as defined above
- write to AFRINIC Customer Service, 11th Floor Raffles Tower, Cybercity, Ebene, Mauritius
To avoid any delay, you are advised not to send service-related correspondence to an individual employee's email address.
5.2. Who is in charge of your complaint?
Your complaint is handled by the AFRINIC Management and will ensure to resolve the matter on time and in a good manner. Your privacy and confidentiality will be respected and protected.
5.3. How long will it take to respond to your complaint?
5.4. What can you do if you are still not satisfied?
This Service Level Commitment may be amended by AFRINIC at its own discretion but only after giving 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 mailing lists.
7. Exclusion of Sandbox and Beta Accounts
AFRINIC test environment, Beta services are expressly excluded from this or any other service level commitment.
AFRINIC SLC complies with
- Consolidated Policy Manual (CPM)
- AFRINIC Internal services procedures
- AFRINIC Registration Service Agreement (RSA)
- AFRINIC Bylaws
- Laws of Mauritius
- Force majeure refers to total or partial strikes, slowdowns, labour unrest, lockouts, epidemics, insurrection or civil disorder, war or military operations, an act of terrorism or sabotage, national or local emergency, acts or omissions of government, or other competent authority, compliance with law, regulations or demands of any government or government agency, fire, lightning, explosion, floods, including water damage, earthquake, subsidence, the weather of exceptional severity including cyclones, acts or omissions of persons for whom AFRINIC is not responsible or any other cause beyond its control and any such event or circumstance that may be considered as force majeure.
- Response time refers to how quickly AFRINIC will respond to any issue being raised via phone, email or other methods.
- Resolution time refers to how long it takes from the time an issue is logged until it is fully resolved
- Statistics on the resolution of queries from our ticketing system can be found at https://www.afrinic.net/en/services/statistics/rt-stats