[AFRINIC-rpd] Fwd: [AFRINIC-announce] Call for Comments: AFRINIC Service Level Commitments and AFRINIC Privacy Policy Statement

[Douglas Onyango]

---------- Forwarded message ----------
From: Douglas Onyango <ondouglas at gmail.com>
Date: 30 August 2013 16:06
Subject: Re: [AFRINIC-announce] Call for Comments: AFRINIC Service Level
Commitments and AFRINIC Privacy Policy Statement
To: Babusha Radhakissoon <babusha at afrinic.net>
Cc: announce at afrinic.net


HI,
I think this is an excellent first step towards improving AfrINIC's
QoS....I am definitely waiting to see the value add

My thoughts:
Whereas maybe the commitment isn't the best place to put all the
information, I think that it would be nice for the audience to understand
afew things:-

>>1.2 Response to queries and service request
*We commit to a timely response to any query addressed to us and logged in
our ticketing system. Our target is to provide an effective response within
24 hours on all queries in all ticketing system queues.*

It appears from the two paragraphs that Response and Resolution are being
used to mean the same thing, which they are not. There should be separate
response and resolution SLA which AFRINIC should document, communicate and
commit to fulfilling.

Also on the same backdrop, me thinks 24 hours is rather ambitious for
resolution time.
For purposes of clarity, I define resolution time as the time between
call/ticket receipt and ticket closure. Now if you take a service like
registration, I don't think it can be achieved in a day --- this target is
most definitely not achievable and should be revised.

This wording below is very generic and as a user, it doesn't provide the
commitment I would be expecting
*>>For problems that cannot be resolved within the set time thresholds, a
priority-based problem escalation process will >>promote these problems so
that appropriate expert resources are allocated to their resolution.*
*
*
My suggestion is the adoption of a*
*
1. Generic response SLA e.g 1-2 hours
2. Service-Based Resolution SLA e.g. Registration MTTR=24, Reverse DNS =
8hours (MTTR = Mean Time To Resolve)
3. An escalation matrix; here we can have tickets that are not
resolved/closed within x amount of time escalated to the next level.
4. Ensure the support windows (8-5? | 24x7?) is actually understood --
especially with regard to how SLAs will be calculated


On 29 August 2013 18:12, Babusha Radhakissoon <babusha at afrinic.net> wrote:

>  Dear Colleagues,
>
> This is to notify you of the publication of two corporate documents for
> editorial comments. The published documents are as follows:
>
> 1. AFRINIC Service Level Commitments (SLC)
> http://www.afrinic.net/en/library/cfc/936-afrinic-slc
>
> 2. AFRINIC privacy policy Statement
> http://www.afrinic.net/en/library/cfc/919-privacy-policy-statement
>
> You can provide your input by using either the online form or sending them
> to legal at afrinic.net
>
> The documents will be open for comments till Friday 27 September 2013.
>
> Thank you in advance for your comments.
>
> Regards,
>
> --
> __________________________
> Babusha Radhakissoon
> Social Media/Online Engagement Officer, AFRINIC Ltd.
> t:  +230 403 5100 | f: +230 466 6758 | tt: @afrinic | w: www.afrinic.netfacebook.com/afrinic | flickr.com/afrinic | youtube.com/afrinicmedia
> ___________________________
> Join us at AFRINIC-19 in Abidjan, Cote  d'Ivoire, 23-29 November 2013
>
>
>
> _______________________________________________
> announce mailing list
> announce at afrinic.net
> https://lists.afrinic.net/mailman/listinfo.cgi/announce
>
>


-- 
Douglas Onyango | +256-772-712 139 | Twitter: @ondouglas
Life is the educator's practical joke in which you spend the first half
learning, and the second half learning that everything you learned in the
first was a joke.



-- 
Douglas Onyango | +256-772-712 139 | Twitter: @ondouglas
Life is the educator's practical joke in which you spend the first half
learning, and the second half learning that everything you learned in the
first was a joke.
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