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Request Tracker Statistics

From * : To * :

RT Statistics from2022-09-01 To 2023-02-05

  Number of RT Type Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023
Hostmaster Total logged 714 833 909 1261 938 110
Total opened 688 796 872 1229 919 85
Total resolved/closed 683 788 847 1219 875 81
Total still open 31 45 62 42 63 29
Billing Total logged 209 272 673 311 312 37
Total opened 198 241 625 265 249 26
Total resolved/closed 196 236 614 211 162 18
Total still open 13 36 59 100 150 19
New-member Total logged 36 46 47 32 42 6
Total opened 23 32 36 25 31 2
Total resolved/closed 20 18 20 6 1
Total still open 16 28 27 26 41 6
Service-support Total logged 225 299 341 234 167 35
Total opened 145 199 244 124 110 14
Total resolved/closed 138 178 203 96 74 11
Total still open 87 121 138 138 93 24
Others Total logged 935 922 2153 1336 1269 270
Total opened 836 783 1281 1112 1039 118
Total resolved/closed 818 760 1259 1096 993 113
Total still open 117 162 894 240 276 157
  • 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 Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023
Opened & Closed during timeframe period (days) 0.95 1.06 1.26 1.08 0.88 0.44
Opened before & closed during timeframe period (days) 52.78 59.56 68.93 33.15 57.63 9.12

Hostmaster RT Average Turnaround Time

Hostmaster Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023
Opened & Closed during timeframe period (days) 0.74 0.94 0.96 0.95 0.63 0.38
Opened before & closed during timeframe period (days) 46.95 48.17 72.78 59.85 70.29 12.09

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023
Opened & Closed during timeframe period (days) 3.17 2 0.67 1.2 11 0
Opened before & closed during timeframe period (days) 123 104.15 171.79 98.88 145.74 0

Billing RT Average Turnaround Time

Billing Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023
Opened & Closed during timeframe period (days) 1.05 0.87 1.4 1.37 1.83 0.56
Opened before & closed during timeframe period (days) 14.27 38.5 33.88 15.76 27.43 3.25

Service-support RT Average Turnaround Time

Service-support Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023
Opened & Closed during timeframe period (days) 1.95 1.99 2.54 2.39 1.69 0.64
Opened before & closed during timeframe period (days) 64.22 38.93 72.23 50.05 65.32 2.71
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.

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