Request Tracker Statistics

From * : To * :

RT Statistics from2020-04-01 To 2020-09-29

  Number of RT Type Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020
Hostmaster Total logged 1587 1968 1525 1042 1218 1124
Total opened 1565 1951 1506 1022 1185 1045
Total resolved/closed 1559 1932 1469 994 1155 1013
Total still open 28 36 56 48 63 111
Billing Total logged 207 126 106 122 233 169
Total opened 202 125 101 114 218 160
Total resolved/closed 202 125 100 103 201 149
Total still open 5 1 6 19 32 20
New-member Total logged 41 72 44 51 33 44
Total opened 34 31 32 41 23 24
Total resolved/closed 24 18 9 4 1
Total still open 17 54 35 47 32 44
Service-support Total logged 251 300 254 119 97 141
Total opened 201 150 168 62 51 66
Total resolved/closed 197 117 132 55 33 35
Total still open 54 183 122 64 64 106
Others Total logged 887 1318 1297 1167 1285 1384
Total opened 751 1034 980 974 1014 897
Total resolved/closed 736 1010 952 940 985 837
Total still open 151 308 345 227 300 547
  • 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 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020
Opened & Closed during timeframe period (days) 1.89 0.73 0.91 0.92 0.99 1.08
Opened before & closed during timeframe period (days) 61.71 74.66 141.84 67.95 99.91 290.75

Hostmaster RT Average Turnaround Time

Hostmaster Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020
Opened & Closed during timeframe period (days) 0.72 0.65 0.75 0.81 0.89 0.81
Opened before & closed during timeframe period (days) 92.24 33.06 140.5 43.59 75.76 37.4

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020
Opened & Closed during timeframe period (days) 5.4 1 4.75 7 0 0
Opened before & closed during timeframe period (days) 96.25 110.44 95 77.08 159.83 132

Billing RT Average Turnaround Time

Billing Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020
Opened & Closed during timeframe period (days) 11.41 1.26 1.43 1.34 1.18 2.55
Opened before & closed during timeframe period (days) 60.27 85.66 93.43 129.5 52.2 60.87

Service-support RT Average Turnaround Time

Service-support Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020 Sep 2020
Opened & Closed during timeframe period (days) 6.29 2.35 3.35 2.51 4.48 2.94
Opened before & closed during timeframe period (days) 56.98 41.98 314.06 100.92 108.95 365.32
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 -