Request Tracker Statistics

From * : To * :

RT Statistics from2020-02-01 To 2020-07-02

  Number of RT Type Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020
Hostmaster Total logged 1110 777 1590 1955 1507 104
Total opened 1090 751 1568 1939 1488 71
Total resolved/closed 1084 743 1540 1914 1430 67
Total still open 26 34 50 41 77 37
Billing Total logged 385 352 207 126 106 7
Total opened 378 336 202 125 101 5
Total resolved/closed 370 333 202 124 100 4
Total still open 15 19 5 2 6 3
New-member Total logged 43 50 41 72 45 3
Total opened 35 42 34 31 32
Total resolved/closed 25 31 15 6 4
Total still open 18 19 26 66 41 3
Service-support Total logged 292 235 249 281 223 12
Total opened 216 195 199 131 129
Total resolved/closed 201 183 189 98 79
Total still open 91 52 60 183 144 12
Others Total logged 1185 534 886 1350 1347 84
Total opened 896 377 746 1006 942 52
Total resolved/closed 880 366 723 962 867 48
Total still open 305 168 163 388 480 36
  • 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 Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020
Opened & Closed during timeframe period (days) 1.06 1.03 1.89 0.73 0.91 0.35
Opened before & closed during timeframe period (days) 53.42 108.09 61.68 75.53 141.32 37.94

Hostmaster RT Average Turnaround Time

Hostmaster Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020
Opened & Closed during timeframe period (days) 0.98 0.82 0.72 0.65 0.75 0.36
Opened before & closed during timeframe period (days) 30.31 119.99 91.43 33.06 140.5 8.14

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020
Opened & Closed during timeframe period (days) 1 3.38 5.4 1 4.75 0
Opened before & closed during timeframe period (days) 84.87 129.57 93.29 110.44 93.14 39

Billing RT Average Turnaround Time

Billing Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020
Opened & Closed during timeframe period (days) 1.1 0.38 11.41 1.26 1.43 0.25
Opened before & closed during timeframe period (days) 5.64 60 60.27 86.83 94.17 31.5

Service-support RT Average Turnaround Time

Service-support Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020
Opened & Closed during timeframe period (days) 2.59 2.53 6.29 2.35 3.31 0
Opened before & closed during timeframe period (days) 114.04 50.57 56.98 41.98 310.29 84.92
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 -