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<p class="MsoNormal"><span style="mso-fareast-language:EN-US">I have to second this –<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">In the past I have raised tickets – and no – I’m in the mood to go digging back through mountains of emails to find them – the ticket system should be able to find them – and had no responses for
ages.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">I also point out that there was an explicit problem reported to the board and the ceo about an investigation – that was made by the South African ISP contingent on the NAP list – a response was forthcoming
to say “it was being investigated”<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Time frames have been requested – nothing has come back – no time frames – no answers.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">This is a repetitive – constant issue – that I have seen raised time and again year after year. And I have to question what is going on here – lets look at it realistically – AfriNIC employs 9 people
in Member Services (still confuses me btw why the IT and engineering team is larger than the team that is meant to handle AfriNIC’s core business, because that currently sits at 10).<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">I went and checked ipv4 allocation requests as per the delegation file going back to the beginning of the year… its now the 21<sup>st</sup> of June as I write that – there have been 117 work days
in Mauritius since the 1<sup>st</sup> of January. Between 9 staff – that equates to 1053 Man days – at 8 hours a day that’s 8424 man hours – there have been 111 allocations made.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">That means – your average turn around time in man hours to do one allocation is running to 75 hours per allocation – or 9 days. AfriNIC has consistently stated that small allocations are generally
very fast – and can be turned around in a day or two – 25 of these allocations were /24s – so lets say we allocate a full 16 hours to each of these allocations – that would take 400 man hours – your average for the rest of them – is now sitting at 93 man hours
per allocation – considering your average work week is 40 hours – we’re talking about over 2 weeks per every allocation.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Come on people – no one can claim this is acceptable<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Andrew<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US"> Saul Stein [mailto:saul@enetworks.co.za]
<br>
<b>Sent:</b> 21 June 2018 16:18<br>
<b>To:</b> S Moonesamy <sm+afrinic@elandsys.com>; community-discuss@afrinic.net<br>
<b>Subject:</b> Re: [Community-Discuss] Cotonou Meeting (off-topic)<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Dear SM, <br>
This should all be in your ticketing system. Any respectable ticketing<br>
system should be able to report on calls that have taken longer than 3<br>
days to resolve.<br>
I could ask the South African ISPs to produce this list, however, and this<br>
is becoming the issue, what's the point? We, as a membership base have<br>
been complaining about this on the lists for some time and at the AGMMs.<br>
<br>
People don't have the time to document every little thing that happens -<br>
it takes time away from them doing what they need to do to make the<br>
companies they work for functional.<br>
As mentioned, some gave up and went to RIPE - they won't have kept their<br>
ticket numbers...<br>
<br>
Saul<br>
<br>
<br>
-----Original Message-----<br>
From: S Moonesamy [<a href="mailto:sm+afrinic@elandsys.com">mailto:sm+afrinic@elandsys.com</a>]
<br>
Sent: 21 June 2018 02:21 PM<br>
To: Saul Stein <<a href="mailto:saul@enetworks.co.za">saul@enetworks.co.za</a>>; <a href="mailto:community-discuss@afrinic.net">
community-discuss@afrinic.net</a><br>
Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic)<br>
<br>
Hi Saul,<br>
At 03:44 AM 21-06-2018, Saul Stein wrote:<br>
>Every ISP that I have spoken to complains about the service levels to <br>
>the point that one or two actually got space from RIPE.<br>
<br>
Can you please get me the ticket numbers, the dates of the complaints and<br>
the dates the complaints were resolved (if applicable)?<br>
<br>
Regards,<br>
S. Moonesamy <br>
<br>
<br>
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