[AFRINIC-rpd] AfriNIC and SLA's

[Maina Noah]

++1




On 15 January 2013 21:51, Owen DeLong <owen at delong.com> 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>
> 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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