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<div class="moz-cite-prefix">+1<br>
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Sunday.<br>
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On 15/01/2013 19:51, Owen DeLong wrote:<br>
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I like the proposed idea.
<div>However, it has no business as policy. It is an operational
manner which should be suggested to the AfriNIC staff and/or
board.</div>
<div><br>
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<div>Owen</div>
<div><br>
<div>
<div>On Jan 15, 2013, at 7:03 AM, Andrew Alston <<a
moz-do-not-send="true"
href="mailto:alston.networks@gmail.com">alston.networks@gmail.com</a>>
wrote:</div>
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<div>Hi Guys,</div>
<div> </div>
<div>So I’ve been thinking, and before I attempt to push
this into policy form, I want some community input and
opinion.</div>
<div> </div>
<div>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.</div>
<div> </div>
<div>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).</div>
<div> </div>
<div>Therefore, what I would like to see is as follows:</div>
<div> </div>
<div>A monthly reporting mechanism from AfriNIC that
details the following:</div>
<div> </div>
<div><span>a.)<span> <span
class="Apple-converted-space"> </span></span></span>How
many tickets were logged with AfriNIC in the previous
30 days</div>
<div><span>b.)<span> <span
class="Apple-converted-space"> </span></span></span>What
the average turnaround time was for aforementioned
tickets</div>
<div><span>c.)<span> <span
class="Apple-converted-space"> </span></span></span>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)</div>
<div><span>d.)<span> <span
class="Apple-converted-space"> </span></span></span>What
the total IPv4 and IPv6 space allocated was during
this period</div>
<div><span>e.)<span> <span
class="Apple-converted-space"> </span></span></span>If
there was any space redeemed or returned to the
registry, how much space was it</div>
<div><span>f.)<span> <span
class="Apple-converted-space"> </span></span></span>Any
other issues of pertinence to service delivery to the
community.</div>
<div> </div>
<div>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.</div>
<div> </div>
<div>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. </div>
<div> </div>
<div>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.</div>
<div> </div>
<div>Thoughts?</div>
<div> </div>
<div>Andrew</div>
<div> </div>
<div> </div>
</div>
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