[AFRINIC-rpd] AfriNIC and SLA's

[Owen DeLong]

I like the proposed idea.
However, it has no business as policy. It is an operational manner which should be suggested to the AfriNIC staff and/or board.

Owen

On Jan 15, 2013, at 7:03 AM, Andrew Alston <alston.networks at gmail.com> wrote:

> Hi Guys,
>  
> So I’ve been thinking, and before I attempt to push this into policy form, I want some community input and opinion.
>  
> It is my belief that AfriNIC is at its heart, a service organization, they provide services to a community of members, which is represented on this list.
>  
> Now, as with many service organizations, I believe that such organizations should be bound by service level agreements.  I am not referring here to a penalty based approach, I am talking about a fixed reporting mechanism by which the community of members can evaluate the performance of their registry, and can then push for improvement where it is seen to be needed.  (Penalty based SLA’s are proven ineffective and in any case there is no real way to apply them to an organization such as this one).
>  
> Therefore, what I would like to see is as follows:
>  
> A monthly reporting mechanism from AfriNIC that details the following:
>  
> a.)    How many tickets were logged with AfriNIC in the previous 30 days
> b.)    What the average turnaround time was for aforementioned tickets
> c.)     Where the tickets involved the allocation of new resources, what the turnaround time for allocation of v4, v6 and ASN resources were (broken down into these three categories)
> d.)    What the total IPv4 and IPv6 space allocated was during this period
> e.)    If there was any space redeemed or returned to the registry, how much space was it
> f.)     Any other issues of pertinence to service delivery to the community.
>  
> Then, I would like to see AfriNIC give us target service levels, particularly in regards to (b) and (c), and if they fail to meet these targets, explain to us on a monthly basis why the targets were not met, and what is being done to improve the service levels.
>  
> At a previous organization for which I worked, we had a mechanism loosely called the SLARG (SLA Reference Group), that defined the actual terms of reference, and I would encourage the formation of something similar within AfriNIC, with members of the community involved to formulate the targets. 
>  
> The only way to improve the efficiency and performance of our registry to be able to, as a community, evaluate if the allocation of resources, which is their primary function, is happening in an efficient manner.  So, let’s start talking SLA’s.
>  
> Thoughts?
>  
> Andrew
>  
>  
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