Request Tracker Statistics

From * : To * :

RT Statistics from2018-07-01 To 2018-12-12

  Number of RT Type Jul 2018 Aug 2018 Sep 2018 Oct 2018 Nov 2018 Dec 2018
Hostmaster Total logged 505 975 1267 1735 1048 418
Total opened 439 803 958 1103 752 243
Total resolved/closed 429 787 921 1067 688 225
Total still open 76 188 346 668 360 193
Billing Total logged 524 445 296 810 626 227
Total opened 514 443 296 258 76 7
Total resolved/closed 513 443 296 217 19
Total still open 11 2 0 593 607 227
New-member Total logged 33 38 21 33 38 9
Total opened 24 30 18 27 33 8
Total resolved/closed 24 15 11 5 7 1
Total still open 9 23 10 28 31 8
Service-support Total logged 443 137 139 269 185 82
Total opened 403 88 105 200 148 32
Total resolved/closed 319 76 88 135 91 14
Total still open 124 61 51 134 94 68
Others Total logged 421 1088 2920 1415 672 516
Total opened 160 371 1299 1126 490 250
Total resolved/closed 136 353 317 933 268 76
Total still open 285 735 2603 482 404 440
  • 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 Jul 2018 Aug 2018 Sep 2018 Oct 2018 Nov 2018 Dec 2018
Opened & Closed during timeframe period (days) 1.58 1.25 0.85 1.31 1.54 0.44
Opened before & closed during timeframe period (days) 49.49 48.85 51.7 43.38 32.28 50.59

Hostmaster RT Average Turnaround Time

Hostmaster Jul 2018 Aug 2018 Sep 2018 Oct 2018 Nov 2018 Dec 2018
Opened & Closed during timeframe period (days) 1.22 0.95 0.77 0.88 1.07 0.34
Opened before & closed during timeframe period (days) 39.85 49.19 41.3 40.33 24.82 14.97

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Jul 2018 Aug 2018 Sep 2018 Oct 2018 Nov 2018 Dec 2018
Opened & Closed during timeframe period (days) 1 13 0 13 6.17 1
Opened before & closed during timeframe period (days) 81.57 61.24 98.36 50.9 88.91 50.25

Billing RT Average Turnaround Time

Billing Jul 2018 Aug 2018 Sep 2018 Oct 2018 Nov 2018 Dec 2018
Opened & Closed during timeframe period (days) 1.14 1.52 0.32 1.33 0.94 0
Opened before & closed during timeframe period (days) 48.82 55.32 12.7 5.55 4 0

Service-support RT Average Turnaround Time

Service-support Jul 2018 Aug 2018 Sep 2018 Oct 2018 Nov 2018 Dec 2018
Opened & Closed during timeframe period (days) 7.06 3.69 4.91 5.75 5.93 2.23
Opened before & closed during timeframe period (days) 51.71 42.59 50.02 65.3 48.58 68.42
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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