Request Tracker Statistics

From * : To * :

RT Statistics from2019-02-01 To 2019-07-21

  Number of RT Type Feb 2019 Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019
Hostmaster Total logged 1304 1200 1304 1211 1434 930
Total opened 1164 1116 1198 965 1127 753
Total resolved/closed 1155 1105 1181 948 1104 697
Total still open 149 95 123 263 330 233
Billing Total logged 531 422 352 318 270 201
Total opened 527 413 352 317 268 191
Total resolved/closed 527 412 352 316 268 189
Total still open 4 10 0 2 2 12
New-member Total logged 52 28 60 41 57 51
Total opened 36 23 50 34 40 37
Total resolved/closed 29 13 37 10 8 9
Total still open 23 15 23 31 49 42
Service-support Total logged 264 241 181 185 162 80
Total opened 206 179 124 118 111 46
Total resolved/closed 139 120 88 103 65 18
Total still open 125 121 93 82 97 62
Others Total logged 1044 1273 1393 1159 1080 743
Total opened 918 890 851 1039 913 552
Total resolved/closed 908 881 839 1008 866 529
Total still open 136 392 554 151 214 214
  • 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 Feb 2019 Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019
Opened & Closed during timeframe period (days) 0.97 0.99 1.63 1.65 0.81 0.87
Opened before & closed during timeframe period (days) 68 70.46 52.41 89.25 37.43 37.22

Hostmaster RT Average Turnaround Time

Hostmaster Feb 2019 Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019
Opened & Closed during timeframe period (days) 0.77 0.73 0.52 0.82 0.67 0.56
Opened before & closed during timeframe period (days) 68.63 41.34 14.94 28.57 21.35 12.7

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Feb 2019 Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019
Opened & Closed during timeframe period (days) 5.6 9 4.6 2.33 1 1.56
Opened before & closed during timeframe period (days) 93.63 75.48 67.18 78.77 80.09 53.46

Billing RT Average Turnaround Time

Billing Feb 2019 Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019
Opened & Closed during timeframe period (days) 0.67 0.67 7.1 4.18 0.88 1.79
Opened before & closed during timeframe period (days) 5 225 50.63 93.85 0 42.31

Service-support RT Average Turnaround Time

Service-support Feb 2019 Mar 2019 Apr 2019 May 2019 Jun 2019 Jul 2019
Opened & Closed during timeframe period (days) 4.54 6.17 7.76 5.5 3.39 3.5
Opened before & closed during timeframe period (days) 54.63 96.51 122.18 91.95 46.88 57.88
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.