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Request Tracker Statistics

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RT Statistics from2020-09-01 To 2021-02-28

  Number of RT Type Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021
Hostmaster Total logged 1146 1059 1034 1545 1677 1114
Total opened 1124 1043 993 1496 1630 1008
Total resolved/closed 1106 1032 947 1469 1611 965
Total still open 40 27 87 76 66 149
Billing Total logged 196 162 579 197 212 151
Total opened 189 146 550 187 197 138
Total resolved/closed 175 126 497 173 167 124
Total still open 21 36 82 24 45 27
New-member Total logged 45 35 44 33 38 43
Total opened 35 30 33 22 27 29
Total resolved/closed 3 5 5 1 3 2
Total still open 42 30 39 32 35 41
Service-support Total logged 132 109 617 162 175 164
Total opened 74 76 409 90 90 100
Total resolved/closed 69 62 316 79 73 68
Total still open 63 47 301 83 102 96
Others Total logged 1349 1288 2982 1843 1701 1425
Total opened 946 895 1372 1102 1151 749
Total resolved/closed 935 886 1352 1087 1122 698
Total still open 414 402 1630 756 579 727
  • 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 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021
Opened & Closed during timeframe period (days) 1.06 1.02 1.59 0.99 0.99 1.03
Opened before & closed during timeframe period (days) 292.82 50.01 65.81 39.46 38.48 62.27

Hostmaster RT Average Turnaround Time

Hostmaster Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021
Opened & Closed during timeframe period (days) 0.81 0.77 0.98 0.83 0.83 0.58
Opened before & closed during timeframe period (days) 37.58 41.33 25.22 55.36 32.65 48.74

New Member RT Average Turnaround Time

MOD_AF_RTSTATS_NEW_MEMBER Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021
Opened & Closed during timeframe period (days) 0 2 5 6 2 3
Opened before & closed during timeframe period (days) 137.5 120.1 75.67 201.73 184.71 154.47

Billing RT Average Turnaround Time

Billing Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021
Opened & Closed during timeframe period (days) 2.48 3.12 1.3 0.92 2.56 2.41
Opened before & closed during timeframe period (days) 61.67 23.5 1 9.67 16.97 65.44

Service-support RT Average Turnaround Time

Service-support Sep 2020 Oct 2020 Nov 2020 Dec 2020 Jan 2021 Feb 2021
Opened & Closed during timeframe period (days) 2.84 3.1 7.06 5.06 3.42 4.84
Opened before & closed during timeframe period (days) 366.13 63.41 139.94 20.17 48.8 59.28
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 -