<div dir="ltr">++1<div><br></div><div style><br></div></div><div class="gmail_extra"><br><br><div class="gmail_quote">On 15 January 2013 21:51, Owen DeLong <span dir="ltr"><<a href="mailto:owen@delong.com" target="_blank">owen@delong.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="word-wrap:break-word">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></div><div>Owen</div><div><br><div><div>On Jan 15, 2013, at 7:03 AM, Andrew Alston <<a href="mailto:alston.networks@gmail.com" target="_blank">alston.networks@gmail.com</a>> wrote:</div><br><blockquote type="cite">
<div lang="EN-US" link="blue" vlink="purple" style="font-family:Helvetica;font-size:medium;font-style:normal;font-variant:normal;font-weight:normal;letter-spacing:normal;line-height:normal;text-align:-webkit-auto;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px">
<div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">Hi Guys,<u></u><u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;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.<u></u><u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;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.<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;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).<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">Therefore, what I would like to see is as follows:<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">A monthly reporting mechanism from AfriNIC that details the following:<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt 0.5in;font-size:11pt;font-family:Calibri,sans-serif"><span>a.)<span style="font-style:normal;font-variant:normal;font-weight:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman'"> <span> </span></span></span>How many tickets were logged with AfriNIC in the previous 30 days<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt 0.5in;font-size:11pt;font-family:Calibri,sans-serif"><span>b.)<span style="font-style:normal;font-variant:normal;font-weight:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman'"> <span> </span></span></span>What the average turnaround time was for aforementioned tickets<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt 0.5in;font-size:11pt;font-family:Calibri,sans-serif"><span>c.)<span style="font-style:normal;font-variant:normal;font-weight:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman'"> <span> </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)<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt 0.5in;font-size:11pt;font-family:Calibri,sans-serif"><span>d.)<span style="font-style:normal;font-variant:normal;font-weight:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman'"> <span> </span></span></span>What the total IPv4 and IPv6 space allocated was during this period<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt 0.5in;font-size:11pt;font-family:Calibri,sans-serif"><span>e.)<span style="font-style:normal;font-variant:normal;font-weight:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman'"> <span> </span></span></span>If there was any space redeemed or returned to the registry, how much space was it<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt 0.5in;font-size:11pt;font-family:Calibri,sans-serif"><span>f.)<span style="font-style:normal;font-variant:normal;font-weight:normal;font-size:7pt;line-height:normal;font-family:'Times New Roman'"> <span> </span></span></span>Any other issues of pertinence to service delivery to the community.<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;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.<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;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. <u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;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.<u></u><u></u></div>
<div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">Thoughts?<u></u><u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<u></u> <u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">Andrew<u></u><u></u></div><div style="margin:0in 0in 0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><u></u> <u></u></div>
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