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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Hi Guys,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>So I’ve been thinking, and before I attempt to push this into policy form, I want some community input and opinion.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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).<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Therefore, what I would like to see is as follows:<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>A monthly reporting mechanism from AfriNIC that details the following:<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>a.)<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>How many tickets were logged with AfriNIC in the previous 30 days<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>b.)<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>What the average turnaround time was for aforementioned tickets <o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>c.)<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>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)<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>d.)<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>What the total IPv4 and IPv6 space allocated was during this period<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>e.)<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>If there was any space redeemed or returned to the registry, how much space was it<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='mso-list:Ignore'>f.)<span style='font:7.0pt "Times New Roman"'> </span></span><![endif]>Any other issues of pertinence to service delivery to the community.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thoughts?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Andrew<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoListParagraph><o:p> </o:p></p></div></body></html>