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Request Tracker Statistics

From * : To * :

RT Statistics from2021-04-01 To 2021-09-25

  Number of RT Type Apr 2021 May 2021 Jun 2021 Jul 2021 Aug 2021 Sep 2021
Hostmaster Total logged 1067 959 1019 1750 1346 1108
Total opened 1024 923 984 1726 1283 1031
Total resolved/closed 1009 911 969 1698 1240 956
Total still open 58 48 50 52 106 152
Billing Total logged 222 202 192 136 309 187
Total opened 210 193 180 128 288 170
Total resolved/closed 208 192 180 127 281 160
Total still open 14 10 12 9 28 27
New-member Total logged 36 56 42 61 50 51
Total opened 26 43 38 52 34 46
Total resolved/closed 21 33 23 18 7 3
Total still open 15 23 19 43 43 48
Service-support Total logged 180 142 132 233 401 347
Total opened 98 87 93 164 325 234
Total resolved/closed 90 84 81 141 249 130
Total still open 90 58 51 92 152 217
Others Total logged 1523 773 664 976 1059 681
Total opened 1441 671 550 865 873 427
Total resolved/closed 1432 648 535 835 848 379
Total still open 91 125 129 141 211 302
  • 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 2021 May 2021 Jun 2021 Jul 2021 Aug 2021 Sep 2021
Opened & Closed during timeframe period (days) 0.85 0.87 0.83 0.84 1.28 1.09
Opened before & closed during timeframe period (days) 76.86 82.37 43.41 76.1 84.01 46.45

Hostmaster RT Average Turnaround Time

Hostmaster Apr 2021 May 2021 Jun 2021 Jul 2021 Aug 2021 Sep 2021
Opened & Closed during timeframe period (days) 0.68 0.85 0.66 0.74 1.05 0.85
Opened before & closed during timeframe period (days) 47.28 62.14 20.71 41.08 61.86 17.51

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Apr 2021 May 2021 Jun 2021 Jul 2021 Aug 2021 Sep 2021
Opened & Closed during timeframe period (days) 6.5 10 4.2 5.33 3 3.67
Opened before & closed during timeframe period (days) 132.82 115.59 86.34 123.65 99.94 143.71

Billing RT Average Turnaround Time

Billing Apr 2021 May 2021 Jun 2021 Jul 2021 Aug 2021 Sep 2021
Opened & Closed during timeframe period (days) 1.06 0.52 0.65 0.97 1.07 0.79
Opened before & closed during timeframe period (days) 42 110.35 195.33 18.05 46.4 21.59

Service-support RT Average Turnaround Time

Service-support Apr 2021 May 2021 Jun 2021 Jul 2021 Aug 2021 Sep 2021
Opened & Closed during timeframe period (days) 3 2.33 3.63 2.68 2.94 3.18
Opened before & closed during timeframe period (days) 102.37 45.76 43.62 113.29 119.24 47.44
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 -