<div dir="ltr"><br><br><div class="gmail_quote">---------- Forwarded message ----------<br>From: <b class="gmail_sendername">Douglas Onyango</b> <span dir="ltr"><<a href="mailto:ondouglas@gmail.com">ondouglas@gmail.com</a>></span><br>
Date: 30 August 2013 16:06<br>Subject: Re: [AFRINIC-announce] Call for Comments: AFRINIC Service Level Commitments and AFRINIC Privacy Policy Statement<br>To: Babusha Radhakissoon <<a href="mailto:babusha@afrinic.net">babusha@afrinic.net</a>><br>
Cc: <a href="mailto:announce@afrinic.net">announce@afrinic.net</a><br><br><br><div dir="ltr">HI,<br>I think this is an excellent first step towards improving AfrINIC's QoS....I am definitely waiting to see the value add<div>
<br>My thoughts:<br>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:-<br>
<br>>>1.2 Response to queries and service request<div><span style="color:rgb(51,51,51);font-family:'Lucida Grande',Helvetica,Verdana,sans-serif;font-size:12px;line-height:16px;text-align:justify;background-color:rgb(238,238,238)"><i>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.</i></span><br>
<br></div><div>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.</div>
<div><br></div><div>Also on the same backdrop, me thinks 24 hours is rather ambitious for resolution time. </div><div>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.<br>
<br>This wording below is very generic and as a user, it doesn't provide the commitment I would be expecting<br><i>>>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.</i><div>
<i><br></i></div><div>My suggestion is the adoption of a<i><br></i></div></div><div>1. Generic response SLA e.g 1-2 hours</div><div>2. Service-Based Resolution SLA e.g. Registration MTTR=24, Reverse DNS = 8hours (MTTR = Mean Time To Resolve)</div>
<div>3. An escalation matrix; here we can have tickets that are not resolved/closed within x amount of time escalated to the next level.</div><div>4. Ensure the support windows (8-5? | 24x7?) is actually understood -- especially with regard to how SLAs will be calculated</div>
</div></div><div class="gmail_extra"><br><br><div class="gmail_quote"><div><div class="h5">On 29 August 2013 18:12, Babusha Radhakissoon <span dir="ltr"><<a href="mailto:babusha@afrinic.net" target="_blank">babusha@afrinic.net</a>></span> wrote:<br>
</div></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="h5">
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<div><font face="Times New Roman, Times, serif">Dear Colleagues,<br>
<br>
This is to notify you of the publication of two corporate
documents for editorial comments. The published documents are as
follows:<br>
<br>
1. AFRINIC Service Level Commitments (SLC)<br>
<a href="http://www.afrinic.net/en/library/cfc/936-afrinic-slc" target="_blank">http://www.afrinic.net/en/library/cfc/936-afrinic-slc</a><br>
<br>
2. AFRINIC privacy policy Statement<br>
<a href="http://www.afrinic.net/en/library/cfc/919-privacy-policy-statement" target="_blank">http://www.afrinic.net/en/library/cfc/919-privacy-policy-statement</a><br>
<br>
You can provide your input by using either the online form or
sending them to <a href="mailto:legal@afrinic.net" target="_blank">legal@afrinic.net</a>
<br>
<br>
The documents will be open for comments till Friday 27 September
2013.<br>
<br>
Thank you in advance for your comments.<br>
<br>
Regards,<span><font color="#888888"><br>
</font></span></font></div><span><font color="#888888">
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__________________________
Babusha Radhakissoon
Social Media/Online Engagement Officer, AFRINIC Ltd.
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___________________________
Join us at AFRINIC-19 in Abidjan, Cote d'Ivoire, 23-29 November 2013
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<br></blockquote></div><span class="HOEnZb"><font color="#888888"><br><br clear="all"><div><br></div>-- <br>Douglas Onyango | <a href="tel:%2B256-772-712%20139" value="+256772712139" target="_blank">+256-772-712 139</a> | Twitter: @ondouglas<br>
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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</div><br><br clear="all"><div><br></div>-- <br>Douglas Onyango | +256-772-712 139 | Twitter: @ondouglas<br>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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