Request Tracker Statistics

From * : To * :

RT Statistics from2019-06-01 To 2019-11-19

  Number of RT Type Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019
Hostmaster Total logged 1433 1483 1056 968 1029 737
Total opened 1126 1292 854 927 883 648
Total resolved/closed 1117 1270 837 898 824 607
Total still open 316 213 219 70 205 130
Billing Total logged 270 365 353 246 257 128
Total opened 268 362 349 244 198 47
Total resolved/closed 268 356 339 225 174 11
Total still open 2 9 14 21 83 117
New-member Total logged 57 68 33 30 67 17
Total opened 46 55 27 24 53 13
Total resolved/closed 30 39 15 17 16 2
Total still open 27 29 18 13 51 15
Service-support Total logged 160 206 196 136 138 71
Total opened 109 173 153 80 96 39
Total resolved/closed 84 107 130 66 74 25
Total still open 76 99 66 70 64 46
Others Total logged 1084 1147 993 1123 1452 955
Total opened 946 1017 878 986 888 442
Total resolved/closed 932 1006 862 964 829 402
Total still open 152 141 131 159 623 553
  • 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 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019
Opened & Closed during timeframe period (days) 0.81 1.18 1.28 1.11 1.44 0.84
Opened before & closed during timeframe period (days) 37.31 46.61 47.78 74.75 123.97 56.89

Hostmaster RT Average Turnaround Time

Hostmaster Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019
Opened & Closed during timeframe period (days) 0.67 0.88 0.5 0.79 0.73 0.76
Opened before & closed during timeframe period (days) 21.31 14.15 29.48 33.61 118 41.62

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019
Opened & Closed during timeframe period (days) 1 2.75 2 0 4.67 3
Opened before & closed during timeframe period (days) 80.09 74.91 97.55 115.13 90.45 97.93

Billing RT Average Turnaround Time

Billing Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019
Opened & Closed during timeframe period (days) 0.88 1.99 2.94 2.29 4.38 0.45
Opened before & closed during timeframe period (days) 0 42.14 10.16 16.67 9.49 4.83

Service-support RT Average Turnaround Time

Service-support Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019
Opened & Closed during timeframe period (days) 3.39 3.39 2.59 2.72 2.35 2.72
Opened before & closed during timeframe period (days) 46.52 129.85 67.04 89.84 186.58 48.43
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 -