Request Tracker Statistics

From * : To * :

RT Statistics from2018-12-01 To 2019-05-27

  Number of RT Type Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019 May 2019
Hostmaster Total logged 946 1299 1303 1200 1305 931
Total opened 664 1004 1164 1116 1198 779
Total resolved/closed 658 993 1152 1091 1163 725
Total still open 288 306 151 109 142 206
Billing Total logged 404 749 569 446 361 233
Total opened 393 744 470 345 302 109
Total resolved/closed 357 711 452 317 288 95
Total still open 47 38 117 129 73 138
New-member Total logged 26 42 52 29 60 36
Total opened 22 35 40 24 50 24
Total resolved/closed 18 25 24 7 21 5
Total still open 8 17 28 22 39 31
Service-support Total logged 269 391 228 217 174 150
Total opened 220 364 174 157 117 63
Total resolved/closed 136 141 103 95 69 39
Total still open 133 250 125 122 105 111
Others Total logged 970 1023 1044 1273 1390 1067
Total opened 882 927 918 889 843 901
Total resolved/closed 874 919 903 879 822 855
Total still open 96 104 141 394 568 212
  • 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 Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019 May 2019
Opened & Closed during timeframe period (days) 1.16 3.26 0.97 0.99 1.65 1.27
Opened before & closed during timeframe period (days) 48.29 55.56 68 70.46 52.43 86.24

Hostmaster RT Average Turnaround Time

Hostmaster Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019 May 2019
Opened & Closed during timeframe period (days) 0.71 0.77 0.77 0.74 0.52 0.67
Opened before & closed during timeframe period (days) 24.43 82.12 68.63 41.34 14.94 27.26

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019 May 2019
Opened & Closed during timeframe period (days) 4.67 1 5.6 9 4.6 3
Opened before & closed during timeframe period (days) 75.73 79.32 93.63 75.48 67.21 84.47

Billing RT Average Turnaround Time

Billing Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019 May 2019
Opened & Closed during timeframe period (days) 17 8.14 0.67 0.67 7.1 4.37
Opened before & closed during timeframe period (days) 0 48.04 5 225 50.63 89.57

Service-support RT Average Turnaround Time

Service-support Dec 2018 Jan 2019 Feb 2019 Mar 2019 Apr 2019 May 2019
Opened & Closed during timeframe period (days) 4.17 2.79 4.54 6.17 8.05 4.92
Opened before & closed during timeframe period (days) 62.02 62.39 54.63 96.51 122.18 104.16
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.