Request Tracker Statistics

From * : To * :

RT Statistics from2018-10-01 To 2019-03-25

  Number of RT Type Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019
Hostmaster Total logged 1735 1047 946 1299 1303 818
Total opened 1104 759 664 1004 1164 662
Total resolved/closed 1089 745 657 982 1142 626
Total still open 646 302 289 317 161 192
Billing Total logged 742 613 407 770 583 369
Total opened 342 399 250 498 21 27
Total resolved/closed 301 339 217 473 3 5
Total still open 441 274 190 297 580 364
New-member Total logged 33 37 26 42 52 25
Total opened 27 32 22 35 40 17
Total resolved/closed 17 21 13 16 10 2
Total still open 16 16 13 26 42 23
Service-support Total logged 336 198 269 387 217 167
Total opened 267 161 220 360 163 71
Total resolved/closed 180 138 123 126 81 28
Total still open 156 60 146 261 136 139
Others Total logged 1411 663 972 1025 1038 1031
Total opened 1304 593 881 921 908 618
Total resolved/closed 1139 570 863 898 878 589
Total still open 272 93 109 127 160 442
  • 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 Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019
Opened & Closed during timeframe period (days) 1.31 1.5 1.16 3.26 0.97 1
Opened before & closed during timeframe period (days) 43.38 32.33 48.29 55.62 67.94 57.04

Hostmaster RT Average Turnaround Time

Hostmaster Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019
Opened & Closed during timeframe period (days) 0.88 1.05 0.71 0.77 0.77 0.79
Opened before & closed during timeframe period (days) 40.33 24.81 24.43 81.72 68.51 38.87

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019
Opened & Closed during timeframe period (days) 13 6.17 4.67 1 5.6 9
Opened before & closed during timeframe period (days) 50.9 88.91 75.73 81.75 93.63 71.04

Billing RT Average Turnaround Time

Billing Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019
Opened & Closed during timeframe period (days) 1.33 0.88 17 8.14 0.67 0.8
Opened before & closed during timeframe period (days) 5.55 4 0 48.04 5 0

Service-support RT Average Turnaround Time

Service-support Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019 Mar 2019
Opened & Closed during timeframe period (days) 5.75 5.79 4.17 2.79 4.54 5.36
Opened before & closed during timeframe period (days) 65.3 48.58 62.02 62.39 54.63 74.91
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.