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Request Tracker Statistics

From * : To * :

RT Statistics from2020-11-01 To 2021-04-16

  Number of RT Type Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 Apr 2021
Hostmaster Total logged 1020 1544 1677 1113 1125 560
Total opened 979 1495 1630 1080 1074 532
Total resolved/closed 957 1477 1620 1057 1047 506
Total still open 63 67 57 56 78 54
Billing Total logged 579 197 212 153 183 164
Total opened 550 187 197 143 162 155
Total resolved/closed 547 187 197 143 161 151
Total still open 32 10 15 10 22 13
New-member Total logged 44 33 38 41 46 22
Total opened 33 22 27 34 33 9
Total resolved/closed 18 9 16 10 5
Total still open 26 24 22 31 41 22
Service-support Total logged 632 163 176 159 191 96
Total opened 424 91 91 110 109 53
Total resolved/closed 339 82 79 94 74 31
Total still open 293 81 97 65 117 65
Others Total logged 2981 1842 1700 1436 1396 834
Total opened 1373 1104 1153 792 990 436
Total resolved/closed 1363 1098 1138 778 952 390
Total still open 1618 744 562 658 444 444
  • 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 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 Apr 2021
Opened & Closed during timeframe period (days) 1.58 0.98 0.99 1.01 1.07 0.84
Opened before & closed during timeframe period (days) 65.81 38.81 37.65 62.24 93.74 52.5

Hostmaster RT Average Turnaround Time

Hostmaster Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 Apr 2021
Opened & Closed during timeframe period (days) 0.98 0.83 0.83 0.58 0.89 0.64
Opened before & closed during timeframe period (days) 25.22 54.23 32.65 48.08 40.02 31.77

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 Apr 2021
Opened & Closed during timeframe period (days) 5 6 2 3 0 0
Opened before & closed during timeframe period (days) 75.67 216.1 169.5 154.47 164.5 103

Billing RT Average Turnaround Time

Billing Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 Apr 2021
Opened & Closed during timeframe period (days) 1.31 0.92 2.59 2.33 1.1 1.08
Opened before & closed during timeframe period (days) 1 9.67 16.97 65.54 81.82 62.75

Service-support RT Average Turnaround Time

Service-support Nov 2020 Dec 2020 Jan 2021 Feb 2021 Mar 2021 Apr 2021
Opened & Closed during timeframe period (days) 7 4.78 3.42 4.88 3.54 2.94
Opened before & closed during timeframe period (days) 139.94 19.94 48.8 59.28 59.84 62.67
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 -