Request Tracker Statistics

From * : To * :

RT Statistics from2019-11-01 To 2020-04-01

  Number of RT Type Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Apr 2020
Hostmaster Total logged 1170 729 1153 1112 777 11
Total opened 1090 621 1102 1092 748 7
Total resolved/closed 1075 618 1090 1071 713 7
Total still open 95 111 63 41 64 4
Billing Total logged 233 196 232 359 291 4
Total opened 126 116 107 131 66
Total resolved/closed 64 67 30 22 8
Total still open 169 129 202 337 283 4
New-member Total logged 38 39 36 43 50
Total opened 29 28 30 35 38
Total resolved/closed 18 14 9 7 16
Total still open 20 25 27 36 34 0
Service-support Total logged 125 88 111 191 152 2
Total opened 74 55 72 115 109
Total resolved/closed 73 54 62 74 81
Total still open 52 34 49 117 71 2
Others Total logged 1493 1646 1492 1313 682 7
Total opened 1336 1489 949 815 173 1
Total resolved/closed 1328 1328 909 777 126 1
Total still open 165 318 583 536 556 6
  • 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 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Apr 2020
Opened & Closed during timeframe period (days) 1.04 0.83 0.69 1.06 1.06 0
Opened before & closed during timeframe period (days) 60.39 48.82 51.81 54.9 108.01 50.32

Hostmaster RT Average Turnaround Time

Hostmaster Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Apr 2020
Opened & Closed during timeframe period (days) 0.96 0.68 0.6 0.98 0.85 0
Opened before & closed during timeframe period (days) 46.51 28.03 49.42 32.02 118.54 50.32

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Apr 2020
Opened & Closed during timeframe period (days) 3 2.5 8.67 1 3.38 0
Opened before & closed during timeframe period (days) 91.5 110.93 100.51 88.13 131.73 0

Billing RT Average Turnaround Time

Billing Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Apr 2020
Opened & Closed during timeframe period (days) 0.5 1.88 0.95 1.05 0.38 0
Opened before & closed during timeframe period (days) 4.83 24.25 29.86 5.64 60 0

Service-support RT Average Turnaround Time

Service-support Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Apr 2020
Opened & Closed during timeframe period (days) 3.07 2.88 2.27 2.59 2.52 0
Opened before & closed during timeframe period (days) 61.91 57.61 54.06 114.04 50.57 0
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 -