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Request Tracker Statistics

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RT Statistics from 2020-03-01 to 2020-08-11

  Number of RT Type Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020
Hostmaster Total logged 775 1591 1998 1569 1042 389
Total opened 749 1569 1952 1493 1021 289
Total resolved/closed 745 1557 1927 1460 976 272
Total still open 30 34 71 109 66 117
Billing Total logged 353 207 126 106 122 122
Total opened 337 202 125 101 114 115
Total resolved/closed 334 202 125 99 102 98
Total still open 19 5 1 7 20 24
New-member Total logged 48 80 86 26 41 5
Total opened 31 63 85 19 33 4
Total resolved/closed 30 58 79 13 24 4
Total still open 18 22 7 13 17 1
Others Total logged 772 1095 1574 1527 1297 607
Total opened 584 916 1089 1110 994 406
Total resolved/closed 560 880 1029 1025 881 377
Total still open 212 215 545 502 416 230
  • Billing: queries related to proforma, invoices and payment,
  • New-member: 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 Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020
Opened & Closed during timeframe period (days) 0.88 1.32 0.68 0.84 0.90 0.88
Opened before & closed during timeframe period (days) 79.08 62.47 73.07 101.33 42.68 21.93

Hostmaster RT average Turnaround Time

Hosmaster Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020
Opened & Closed during timeframe period (days) 0.88 0.73 0.67 0.81 0.85 0.79
Opened before & closed during timeframe period (days) 99.42 69.85 27.84 118.45 36.48 20.40

New-Member RT average Turnaround Time

New Member Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020
Opened & Closed during timeframe period (days) 0.89 0.65 0.66 0.83 1.27 1.17
Opened before & closed during timeframe period (days) 16.60 101.37 24.28 32.14 11.33 0.00

Billing RT average Turnaround Time

Billing Mar 2020 Apr 2020 May 2020 Jun 2020 Jul 2020 Aug 2020
Opened & Closed during timeframe period (days) 0.38 10.86 1.12 1.40 1.47 1.35
Opened before & closed during timeframe period (days) 60.00 60.29 85.68 92.89 112.85 43.40
AFRINIC Registration Services and Member Services LiaisonTeams works on the following tickets:
  1. Requests for new membership & resources (New-Member queues)
  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.