[AFRINIC-rpd] AfriNIC and SLA's

[Sunday Folayan]

+1

Sunday.

On 15/01/2013 19:51, Owen DeLong wrote:
> 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 
> <mailto: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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>
>
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