Request Tracker Statistics

From * : To * :

RT Statistics from2019-09-01 To 2020-02-24

  Number of RT Type Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020
Hostmaster Total logged 969 1030 1170 731 1158 947
Total opened 927 885 1090 623 1105 886
Total resolved/closed 919 878 1067 610 1071 843
Total still open 50 152 103 121 87 104
Billing Total logged 246 267 233 196 232 322
Total opened 244 208 126 116 107 113
Total resolved/closed 225 180 64 66 30 20
Total still open 21 87 169 130 202 302
New-member Total logged 30 67 38 39 36 37
Total opened 24 53 30 28 30 21
Total resolved/closed 24 41 14 6 6 3
Total still open 6 26 24 33 30 34
Service-support Total logged 135 162 125 89 110 182
Total opened 79 114 74 56 71 99
Total resolved/closed 70 104 70 52 52 46
Total still open 65 58 55 37 58 136
Others Total logged 1124 1335 1493 1643 1488 1110
Total opened 993 1091 1335 1487 941 647
Total resolved/closed 987 1079 1323 1324 884 609
Total still open 137 256 170 319 604 501
  • 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 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020
Opened & Closed during timeframe period (days) 1.11 1.43 1.04 0.83 0.69 1.1
Opened before & closed during timeframe period (days) 74.65 124.3 60.75 48.82 52.78 50.48

Hostmaster RT Average Turnaround Time

Hostmaster Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020
Opened & Closed during timeframe period (days) 0.79 0.73 0.96 0.68 0.6 1.04
Opened before & closed during timeframe period (days) 33.61 118 47.63 28.03 51.81 31.73

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020
Opened & Closed during timeframe period (days) 0 4.67 4 2.5 8.67 1
Opened before & closed during timeframe period (days) 115.93 90.74 91.5 110.93 99.53 87.5

Billing RT Average Turnaround Time

Billing Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020
Opened & Closed during timeframe period (days) 2.29 4.38 0.5 1.88 0.95 1.15
Opened before & closed during timeframe period (days) 16.67 9.49 4.83 24.25 29.86 5.64

Service-support RT Average Turnaround Time

Service-support Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020
Opened & Closed during timeframe period (days) 2.72 2.28 3.07 2.88 2.27 2.13
Opened before & closed during timeframe period (days) 89.84 186.58 61.91 57.61 54.06 128.67
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 -