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Request Tracker Statistics

From * : To * :

RT Statistics from2021-08-01 To 2022-01-23

  Number of RT Type Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Hostmaster Total logged 1346 1348 1694 1157 1115 583
Total opened 1283 1308 1675 1126 1099 526
Total resolved/closed 1276 1297 1661 1080 1059 490
Total still open 70 51 33 77 56 93
Billing Total logged 308 244 189 337 199 173
Total opened 287 230 180 304 181 143
Total resolved/closed 282 223 179 259 141 107
Total still open 26 21 10 78 58 66
New-member Total logged 50 66 47 60 37 30
Total opened 34 63 40 53 35 18
Total resolved/closed 27 44 19 23 5 2
Total still open 23 22 28 37 32 28
Service-support Total logged 388 452 314 317 168 130
Total opened 312 328 228 208 105 67
Total resolved/closed 288 293 215 193 91 49
Total still open 100 159 99 124 77 81
Others Total logged 1073 760 1040 1738 495 438
Total opened 899 580 769 1078 394 247
Total resolved/closed 885 574 760 1061 373 199
Total still open 188 186 280 677 122 239
  • 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 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 1.28 1.21 1.01 1.07 0.72 0.82
Opened before & closed during timeframe period (days) 82.97 47.28 65.75 62.35 142.56 36.2

Hostmaster RT Average Turnaround Time

Hostmaster Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 1.05 0.94 0.72 0.7 0.6 0.64
Opened before & closed during timeframe period (days) 61.86 22.79 37.25 38.52 55.14 31.5

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 3 3.67 2.88 4.3 5.25 4
Opened before & closed during timeframe period (days) 101.27 139.45 139.22 120.23 128.32 88.6

Billing RT Average Turnaround Time

Billing Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 1.01 0.97 0.46 1.76 0.93 1.07
Opened before & closed during timeframe period (days) 46.4 21.3 207.88 101.36 11.33 15.13

Service-support RT Average Turnaround Time

Service-support Aug 2021 Sep 2021 Oct 2021 Nov 2021 Dec 2021 Jan 2022
Opened & Closed during timeframe period (days) 2.95 3.25 4.07 2.07 1.8 1.88
Opened before & closed during timeframe period (days) 115 47.59 35.42 73.61 191.61 50.71
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 -