[AFRINIC-rpd] AfriNIC and SLA's

[Sunday Folayan]

Andrew,

I agree that it is not a policy issue. The Board should have Key 
Performance Indicators for management.

My position is that it is the community that elects the Board, which in 
turn hires management. So ... It is the community that calls the shots.

If the community is pleased with the performance of the Board, then you 
are a lone ranger. If on the other hand, in line with your clamour, the 
community is not pleased with the Board, it will express it by voting 
them out.

The secret to being heard in democratic settings is to use your vote (or 
influence) wisely. Any other attempt to enforce a change is often viewed 
as subversive.

Sunday.


On 15/01/2013 20:24, Andrew Alston wrote:
>
> Hi Owen,
>
> I actually completely agree that this is not necessarily a policy 
> issue, unfortunately, I also believe that the demand for this type of 
> information and the reference group that establishes the parameters 
> that govern the targets etc should be community driven.  Since AfriNIC 
> has no other forum beyond this list in which to engage as a community 
> to come to a sensible solution to formulate the request to the 
> AfriNIC, I chose to use this list for this purpose.
>
> Andrew
>
> *From:*Owen DeLong [mailto:owen at delong.com]
> *Sent:* Tuesday, January 15, 2013 8:51 PM
> *To:* Andrew Alston
> *Cc:* rpd at afrinic.net
> *Subject:* Re: [AFRINIC-rpd] AfriNIC and SLA's
>
> 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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