Request Tracker Statistics

From * : To * :

RT Statistics from2018-09-01 To 2019-02-18

  Number of RT Type Sep 2018 Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019
Hostmaster Total logged 1267 1735 1047 946 1299 819
Total opened 958 1104 759 664 1004 710
Total resolved/closed 937 1087 741 654 958 678
Total still open 330 648 306 292 341 141
Billing Total logged 296 742 613 407 770 401
Total opened 296 342 399 250 498 14
Total resolved/closed 296 301 339 217 473 1
Total still open 0 441 274 190 297 400
New-member Total logged 21 33 38 26 42 33
Total opened 18 27 33 22 35 22
Total resolved/closed 14 13 16 8 6 2
Total still open 7 20 22 18 36 31
Service-support Total logged 139 336 198 269 387 132
Total opened 105 267 161 220 360 69
Total resolved/closed 95 179 136 117 110 24
Total still open 44 157 62 152 277 108
Others Total logged 2914 1411 666 972 1026 712
Total opened 1407 1301 592 871 899 612
Total resolved/closed 435 1135 570 851 871 573
Total still open 2479 276 96 121 155 139
  • 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 Sep 2018 Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019
Opened & Closed during timeframe period (days) 0.84 1.31 1.51 1.16 3.26 0.75
Opened before & closed during timeframe period (days) 51.7 43.38 32.33 48.68 56.04 40.63

Hostmaster RT Average Turnaround Time

Hostmaster Sep 2018 Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019
Opened & Closed during timeframe period (days) 0.76 0.88 1.05 0.71 0.77 0.68
Opened before & closed during timeframe period (days) 41.3 40.33 24.81 24.43 81.72 34.51

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Sep 2018 Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019
Opened & Closed during timeframe period (days) 0 13 6.17 4.67 1 4.5
Opened before & closed during timeframe period (days) 98.36 50.9 88.91 75.73 81.75 89.78

Billing RT Average Turnaround Time

Billing Sep 2018 Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019
Opened & Closed during timeframe period (days) 0.32 1.33 0.88 17 8.14 1
Opened before & closed during timeframe period (days) 12.7 5.55 4 0 48.04 5

Service-support RT Average Turnaround Time

Service-support Sep 2018 Oct 2018 Nov 2018 Dec 2018 Jan 2019 Feb 2019
Opened & Closed during timeframe period (days) 4.91 5.75 5.79 4.17 2.77 2.5
Opened before & closed during timeframe period (days) 50.02 65.3 48.58 62.58 64.4 25.92
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.