Request Tracker Statistics

From * : To * :

RT Statistics from2019-04-01 To 2019-09-22

  Number of RT Type Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019
Hostmaster Total logged 1303 1211 1433 1485 1056 781
Total opened 1197 966 1126 1294 854 710
Total resolved/closed 1187 952 1113 1267 822 674
Total still open 116 259 320 218 234 107
Billing Total logged 352 318 270 365 353 191
Total opened 352 317 268 362 349 186
Total resolved/closed 351 315 268 357 339 174
Total still open 1 3 2 8 14 17
New-member Total logged 60 41 57 68 33 17
Total opened 50 35 46 55 26 12
Total resolved/closed 45 21 20 27 4
Total still open 15 20 37 41 29 17
Service-support Total logged 181 185 160 206 201 119
Total opened 124 118 109 173 157 50
Total resolved/closed 92 106 83 100 116 28
Total still open 89 79 77 106 85 91
Others Total logged 1395 1159 1083 1144 990 826
Total opened 853 1050 943 1010 845 496
Total resolved/closed 842 1039 926 989 810 459
Total still open 553 120 157 155 180 367
  • 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 Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019
Opened & Closed during timeframe period (days) 1.63 1.65 0.81 1.19 1.29 1.13
Opened before & closed during timeframe period (days) 52.45 89.31 37.5 47.02 47.61 62.27

Hostmaster RT Average Turnaround Time

Hostmaster Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019
Opened & Closed during timeframe period (days) 0.52 0.81 0.67 0.9 0.5 0.76
Opened before & closed during timeframe period (days) 14.94 28.57 21.31 16.83 29.48 27.75

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019
Opened & Closed during timeframe period (days) 4.6 2.33 1 2.75 2 0
Opened before & closed during timeframe period (days) 67.18 78.77 80.09 76.25 98 101.55

Billing RT Average Turnaround Time

Billing Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019
Opened & Closed during timeframe period (days) 7.1 4.18 0.88 1.99 2.94 2.39
Opened before & closed during timeframe period (days) 50.63 93.85 0 42.14 10.26 16.67

Service-support RT Average Turnaround Time

Service-support Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019
Opened & Closed during timeframe period (days) 7.76 5.49 3.39 3.39 2.69 2.57
Opened before & closed during timeframe period (days) 123.58 92.35 46.88 128.21 65.19 82.28
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 -