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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hi Owen,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Andrew<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Owen DeLong [mailto:owen@delong.com] <br><b>Sent:</b> Tuesday, January 15, 2013 8:51 PM<br><b>To:</b> Andrew Alston<br><b>Cc:</b> rpd@afrinic.net<br><b>Subject:</b> Re: [AFRINIC-rpd] AfriNIC and SLA's<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I like the proposed idea.<o:p></o:p></p><div><p class=MsoNormal>However, it has no business as policy. It is an operational manner which should be suggested to the AfriNIC staff and/or board.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Owen<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p><div><div><p class=MsoNormal>On Jan 15, 2013, at 7:03 AM, Andrew Alston <<a href="mailto:alston.networks@gmail.com">alston.networks@gmail.com</a>> wrote:<o:p></o:p></p></div><p class=MsoNormal><br><br><o:p></o:p></p><div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Hi Guys,<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>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></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>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></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>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></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Therefore, what I would like to see is as follows:<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>A monthly reporting mechanism from AfriNIC that details the following:<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div style='margin-left:.5in'><p class=MsoNormal style='text-indent:-.25in'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>a.)</span><span style='font-size:7.0pt'> <span class=apple-converted-space> </span></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>How many tickets were logged with AfriNIC in the previous 30 days<o:p></o:p></span></p></div><div style='margin-left:.5in'><p class=MsoNormal style='text-indent:-.25in'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>b.)</span><span style='font-size:7.0pt'> <span class=apple-converted-space> </span></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>What the average turnaround time was for aforementioned tickets<o:p></o:p></span></p></div><div style='margin-left:.5in'><p class=MsoNormal style='text-indent:-.25in'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>c.)</span><span style='font-size:7.0pt'> <span class=apple-converted-space> </span></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>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></span></p></div><div style='margin-left:.5in'><p class=MsoNormal style='text-indent:-.25in'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>d.)</span><span style='font-size:7.0pt'> <span class=apple-converted-space> </span></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>What the total IPv4 and IPv6 space allocated was during this period<o:p></o:p></span></p></div><div style='margin-left:.5in'><p class=MsoNormal style='text-indent:-.25in'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>e.)</span><span style='font-size:7.0pt'> <span class=apple-converted-space> </span></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>If there was any space redeemed or returned to the registry, how much space was it<o:p></o:p></span></p></div><div style='margin-left:.5in'><p class=MsoNormal style='text-indent:-.25in'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>f.)</span><span style='font-size:7.0pt'> <span class=apple-converted-space> </span></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Any other issues of pertinence to service delivery to the community.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>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></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>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></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>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></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Thoughts?<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Andrew<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><div style='margin-left:.5in'><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p></div><p class=MsoNormal><span style='font-size:13.5pt;font-family:"Helvetica","sans-serif"'>_______________________________________________<br>rpd mailing list<br><a href="mailto:rpd@afrinic.net"><span style='color:purple'>rpd@afrinic.net</span></a><br><a href="https://lists.afrinic.net/mailman/listinfo.cgi/rpd"><span style='color:purple'>https://lists.afrinic.net/mailman/listinfo.cgi/rpd</span></a><o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p></div></div></body></html>