Request Tracker Statistics

From * : To * :

RT Statistics from2020-08-01 To 2021-01-27

  Number of RT Type Aug 2020 Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021
Hostmaster Total logged 1218 1144 1059 1051 1546 1640
Total opened 1185 1122 1043 992 1492 1474
Total resolved/closed 1168 1101 1026 902 1449 1433
Total still open 50 43 33 149 97 207
Billing Total logged 232 197 167 653 219 200
Total opened 217 189 115 245 136 117
Total resolved/closed 197 171 93 183 118 92
Total still open 35 26 74 470 101 108
New-member Total logged 33 45 35 44 33 37
Total opened 23 35 30 33 20 17
Total resolved/closed 3 2 4 4 1 1
Total still open 30 43 31 40 32 36
Service-support Total logged 97 135 110 602 163 158
Total opened 51 77 77 394 91 64
Total resolved/closed 38 67 59 283 61 32
Total still open 59 68 51 319 102 126
Others Total logged 1284 1348 1285 2952 1841 1443
Total opened 1016 945 891 1349 1100 913
Total resolved/closed 997 919 873 1303 1058 856
Total still open 287 429 412 1649 783 587
  • Billing: queries related to proforma, invoices and payment,
  • New-member: Queries /clarifications regarding how to become an AFRINIC member
  • Service-support: 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 Aug 2020 Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021
Opened & Closed during timeframe period (days) 0.98 1.06 1.02 1.6 0.99 0.87
Opened before & closed during timeframe period (days) 100.96 292.82 50.01 65.81 40.24 38.31

Hostmaster RT Average Turnaround Time

Hostmaster Aug 2020 Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021
Opened & Closed during timeframe period (days) 0.88 0.81 0.77 0.98 0.83 0.72
Opened before & closed during timeframe period (days) 75.76 37.58 41.33 25.22 55.66 32.03

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Aug 2020 Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021
Opened & Closed during timeframe period (days) 0 0 2 5 6 2
Opened before & closed during timeframe period (days) 159.83 137.5 120.1 75.67 201.73 184.71

Billing RT Average Turnaround Time

Billing Aug 2020 Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021
Opened & Closed during timeframe period (days) 1.16 2.48 3.12 1.3 0.91 2.48
Opened before & closed during timeframe period (days) 33.25 61.67 23.5 1 9.67 16.97

Service-support RT Average Turnaround Time

Service-support Aug 2020 Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021
Opened & Closed during timeframe period (days) 4.48 2.84 3.1 7.1 5.06 3.16
Opened before & closed during timeframe period (days) 112.07 366.13 63.41 139.94 21.4 49.71
AFRINIC Registration Services and Customer Services Teams works on the following tickets:
  1. Requests for new membership & resources (New-Member queue and service-support queue)
  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.

Date and time in Mauritius -