Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Alan, >We specified such a system last year, and started implementing it earlier >this year. I can’t give a commitment for when it will be finished, but the >target is for late Q3 2018. Erm, without a committed time frame, there is no end goal. Is the end of Q3 the deadline? A moving deadline means things never get completed. Looking forward to hearing about its completion and a link to see a dash board of open tickets, tickets out of SLA - the standard stuff. Thanks Saul ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
> On 26 Jun 2018, at 11:21, Saul Stein wrote: > > So here are 3 tickets confirming what Andrew is going on about. I certainly recognise that we don't always keep to our service level commitment. > Please can we get commitments by when the ticket system will be modified > to be to provide management overview and insight or a new system spec’d We specified such a system last year, and started implementing it earlier this year. I can’t give a commitment for when it will be finished, but the target is for late Q3 2018. Alan Barrett ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
So here are 3 tickets confirming what Andrew is going on about. Please can we get commitments by when the ticket system will be modified to be to provide management overview and insight or a new system spec'd -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com] Sent: 26 June 2018 08:51 AM To: Saul Stein ; community-discuss@afrinic.net Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 11:18 PM 25-06-2018, Saul Stein wrote: >Another ticket provided to me : [AFRINIC #608664] Thanks. The response time for the previous ticket was not within the two-day limit which is stated in the service level commitment. It is likely that there are at least two issues: (a) The response time for requests for allocations of IP address space is taking too long. (b) The current reporting (statistics) does not provide clear information to identify how many tickets are not within the two-day service level commitment. I will follow up on members-discuss mailing list. Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Saul, At 11:18 PM 25-06-2018, Saul Stein wrote: Another ticket provided to me : [AFRINIC #608664] Thanks. The response time for the previous ticket was not within the two-day limit which is stated in the service level commitment. It is likely that there are at least two issues: (a) The response time for requests for allocations of IP address space is taking too long. (b) The current reporting (statistics) does not provide clear information to identify how many tickets are not within the two-day service level commitment. I will follow up on members-discuss mailing list. Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi, Another ticket provided to me : [AFRINIC #608664] Saul -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com] Sent: 21 June 2018 05:44 PM To: Saul Stein ; community-discuss@afrinic.net Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 06:17 AM 21-06-2018, Saul Stein wrote: >This should all be in your ticketing system. Any respectable ticketing >system should be able to report on calls that have taken longer than 3 >days to resolve. >I could ask the South African ISPs to produce this list, however, and >this is becoming the issue, what's the point? We, as a membership base >have been complaining about this on the lists for some time and at the AGMMs. The statistics [1] which I have access to does not show the number of tickets which took longer than three days to resolve. I need some information to be able to make an internal request. I am not asking for an exhaustive list. As an example, Mr Beneke provided a data point [2]. The information is useful to me. Regards, S. Moonesamy 1. https://www.afrinic.net/en/services/statistics/rt-stats 2. https://lists.afrinic.net/pipermail/community-discuss/2018-June/002460.htm l ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Saul, At 11:37 PM 24-06-2018, Saul Stein wrote: Here is a ticket from another ISP: Thank you for providing a ticket number. As mentioned: a) the ticketing system should be able to supply this information b) people tend to move on from bad experiences and don't hang onto the information. Luckily it is not something that we have to do on a daily basis. I agree that a ticketing system should be able to generate statistics. As a general comment about (b), the lack of factual information makes it difficult to identify the cause of the "bad experiences" and to assess whether to allocate additional resources for the work. Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
> On 25 Jun 2018, at 10:37, Saul Stein wrote: > > Hi SM, > Here is a ticket from another ISP: > > Ticket: #437176 > > Applied on the 15/08/2016, only received the invoice for the allocation on > 09/09/2016 and received the allocation on 12/09/2019 > i.e 29 days from date of application to actually receiving the allocation. > > All this just to add a /19 to our other allocation of a /22. Thank you, Saul. This sort of detail is useful. I checked the ticket, and found that the longest response time from AFRINIC was 4 working days. That does not meet our “Service Level Commitment” of 2 working days. Alan Barrett ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi SM, Here is a ticket from another ISP: Ticket: #437176 Applied on the 15/08/2016, only received the invoice for the allocation on 09/09/2016 and received the allocation on 12/09/2019 i.e 29 days from date of application to actually receiving the allocation. All this just to add a /19 to our other allocation of a /22. As mentioned: a) the ticketing system should be able to supply this information b) people tend to move on from bad experiences and don't hang onto the information. Luckily it is not something that we have to do on a daily basis. Saul -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com] Sent: 21 June 2018 05:44 PM To: Saul Stein ; community-discuss@afrinic.net Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 06:17 AM 21-06-2018, Saul Stein wrote: >This should all be in your ticketing system. Any respectable ticketing >system should be able to report on calls that have taken longer than 3 >days to resolve. >I could ask the South African ISPs to produce this list, however, and >this is becoming the issue, what's the point? We, as a membership base >have been complaining about this on the lists for some time and at the AGMMs. The statistics [1] which I have access to does not show the number of tickets which took longer than three days to resolve. I need some information to be able to make an internal request. I am not asking for an exhaustive list. As an example, Mr Beneke provided a data point [2]. The information is useful to me. Regards, S. Moonesamy 1. https://www.afrinic.net/en/services/statistics/rt-stats 2. https://lists.afrinic.net/pipermail/community-discuss/2018-June/002460.htm l ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
* Let us resolve these problems one by one and improve this AfriNic of ours. As always the grass looks greener on the other side of the fence. Let us fix this slowly and be patient with Afrinic. We can't start complaining now and expect results today. Let us do these things in good faith. Errr - these complaints - have been on going - for years and years and years and years. They pre-date my time on the board - they continued (including from myself) while ON the board - and they continue today. So - I don't expect results from the complaints today - I expect results from the complaints that have been consistent for years. Andrew ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Andrew, Thanks for engaging on the list. I would want to mention one thing re: Service level. It would be fair also to Afrinic if we shared some stats rather than generalize, since I believe not all members have been fully let down by Afrinic. Maybe we need to know what kind of commitment(SLA in hours) we have to open a case and to close in the event that clients respond in timely manner and with the requirements that Afrinic want shared then we review this going forward. If there is an issue there, then we may need an explanation from Afrinic on what they require to improve, just the usual thing we do in our respective organizations in the event there is an employee who needs to be appraised. Let us resolve these problems one by one and improve this AfriNic of ours. As always the grass looks greener on the other side of the fence. Let us fix this slowly and be patient with Afrinic. We can't start complaining now and expect results today. Let us do these things in good faith. Regards, Simom Mayoye From: Andrew Alston Sent: 22 June 2018 09:41 AM To: Andrew Alston; Saul Stein; S Moonesamy; community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Figured I’d follow this up btw, because I thought to myself – is that kinda time frame to process an application really that long – in the context of what AFRINIC says delays applications. According to what has been said in the past publicly – many applications are delayed because clients are slow in responding to requests for additional information. So – I want to ask this – what is done while staff are awaiting for this documentation. Because – if requests are being handled in parallel – a delay per individual application should not actually result in the average processing times detailed below. So – that doesn’t hold water. So I was really curious – lets look at going through the documentation – based on a bit of homework – the average person could read through The Bible – cover to cover – in 43.79 hours. The average person could read through the entire Harry Potter series in roughly 60.23 hours. (Figures based on average reading speed) Now – that would mean if I submitted a documentation pack as thick at the bible – and while I realize that some of AFRINIC documentation requests (like asking for a list of 2 million domains in one case) may produce a truly biblical amount of documentation – that would still leave 50 odd hours to analyse the documentation and process the request. Things just don’t add up here. Maybe we need Harry Potter to wave his wand to produce an end to an application and he's unavailable? Thanks Andrew From: Andrew Alston [mailto:andrew.als...@liquidtelecom.com] Sent: 21 June 2018 16:51 To: Saul Stein ; S Moonesamy ; community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) I have to second this – In the past I have raised tickets – and no – I’m in the mood to go digging back through mountains of emails to find them – the ticket system should be able to find them – and had no responses for ages. I also point out that there was an explicit problem reported to the board and the ceo about an investigation – that was made by the South African ISP contingent on the NAP list – a response was forthcoming to say “it was being investigated” Time frames have been requested – nothing has come back – no time frames – no answers. This is a repetitive – constant issue – that I have seen raised time and again year after year. And I have to question what is going on here – lets look at it realistically – AfriNIC employs 9 people in Member Services (still confuses me btw why the IT and engineering team is larger than the team that is meant to handle AfriNIC’s core business, because that currently sits at 10). I went and checked ipv4 allocation requests as per the delegation file going back to the beginning of the year… its now the 21st of June as I write that – there have been 117 work days in Mauritius since the 1st of January. Between 9 staff – that equates to 1053 Man days – at 8 hours a day that’s 8424 man hours – there have been 111 allocations made. That means – your average turn around time in man hours to do one allocation is running to 75 hours per allocation – or 9 days. AfriNIC has consistently stated that small allocations are generally very fast – and can be turned around in a day or two – 25 of these allocations were /24s – so lets say we allocate a full 16 hours to each of these allocations – that would take 400 man hours – your average for the rest of them – is now sitting at 93 man hours per allocation – considering your average work week is 40 hours – we’re talking about over 2 weeks per every allocation. Come on people – no one can claim this is acceptable Andrew From: Saul Stein [mailto:s...@enetworks.co.za] Sent: 21 June 2018 16:18 To: S
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Figured I'd follow this up btw, because I thought to myself - is that kinda time frame to process an application really that long - in the context of what AFRINIC says delays applications. According to what has been said in the past publicly - many applications are delayed because clients are slow in responding to requests for additional information. So - I want to ask this - what is done while staff are awaiting for this documentation. Because - if requests are being handled in parallel - a delay per individual application should not actually result in the average processing times detailed below. So - that doesn't hold water. So I was really curious - lets look at going through the documentation - based on a bit of homework - the average person could read through The Bible - cover to cover - in 43.79 hours. The average person could read through the entire Harry Potter series in roughly 60.23 hours. (Figures based on average reading speed) Now - that would mean if I submitted a documentation pack as thick at the bible - and while I realize that some of AFRINIC documentation requests (like asking for a list of 2 million domains in one case) may produce a truly biblical amount of documentation - that would still leave 50 odd hours to analyse the documentation and process the request. Things just don't add up here. Maybe we need Harry Potter to wave his wand to produce an end to an application and he's unavailable? Thanks Andrew From: Andrew Alston [mailto:andrew.als...@liquidtelecom.com] Sent: 21 June 2018 16:51 To: Saul Stein ; S Moonesamy ; community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) I have to second this - In the past I have raised tickets - and no - I'm in the mood to go digging back through mountains of emails to find them - the ticket system should be able to find them - and had no responses for ages. I also point out that there was an explicit problem reported to the board and the ceo about an investigation - that was made by the South African ISP contingent on the NAP list - a response was forthcoming to say "it was being investigated" Time frames have been requested - nothing has come back - no time frames - no answers. This is a repetitive - constant issue - that I have seen raised time and again year after year. And I have to question what is going on here - lets look at it realistically - AfriNIC employs 9 people in Member Services (still confuses me btw why the IT and engineering team is larger than the team that is meant to handle AfriNIC's core business, because that currently sits at 10). I went and checked ipv4 allocation requests as per the delegation file going back to the beginning of the year... its now the 21st of June as I write that - there have been 117 work days in Mauritius since the 1st of January. Between 9 staff - that equates to 1053 Man days - at 8 hours a day that's 8424 man hours - there have been 111 allocations made. That means - your average turn around time in man hours to do one allocation is running to 75 hours per allocation - or 9 days. AfriNIC has consistently stated that small allocations are generally very fast - and can be turned around in a day or two - 25 of these allocations were /24s - so lets say we allocate a full 16 hours to each of these allocations - that would take 400 man hours - your average for the rest of them - is now sitting at 93 man hours per allocation - considering your average work week is 40 hours - we're talking about over 2 weeks per every allocation. Come on people - no one can claim this is acceptable Andrew From: Saul Stein [mailto:s...@enetworks.co.za] Sent: 21 June 2018 16:18 To: S Moonesamy mailto:sm+afri...@elandsys.com>>; community-discuss@afrinic.net<mailto:community-discuss@afrinic.net> Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Dear SM, This should all be in your ticketing system. Any respectable ticketing system should be able to report on calls that have taken longer than 3 days to resolve. I could ask the South African ISPs to produce this list, however, and this is becoming the issue, what's the point? We, as a membership base have been complaining about this on the lists for some time and at the AGMMs. People don't have the time to document every little thing that happens - it takes time away from them doing what they need to do to make the companies they work for functional. As mentioned, some gave up and went to RIPE - they won't have kept their ticket numbers... Saul -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com] Sent: 21 June 2018 02:21 PM To: Saul Stein mailto:s...@enetworks.co.za>>; community-discuss@afrinic.net<mailto:community-discuss@afrinic.net> Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 03:44 AM 21-06-2018, Saul Stein wrote: >Every ISP that I have spoken to complains a
Re: [Community-Discuss] Cotonou Meeting (off-topic)
William, Quite simply: we have a regional RIR and it should be efficient and serve the region. If we all went elsewhere, a) What would the purpose be of AFRINICs existence b) how would AFRINIC get its funding? What I don’t understand is why people want to run AFRINIC differently to the way you run your own business? Just because uncomfortable questions are being asked, they get ignored and then then those that don’t like them ask for those people to leave the organisation… doesn’t make sense to me. From: William Ametozion [mailto:wametoz...@gmail.com] Sent: 21 June 2018 07:32 PM To: Saul Stein Cc: S Moonesamy ; community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, > As mentioned, some gave up and went to RIPE - they won't have kept their > ticket numbers... Since there is a precedence that some South African ISPs are going to RIPE, why not encourage your friend Andrew Alston to follow their example and join RIPE and stop being disruptive in AfriNIC Community? William A. On Jun 21, 2018 13:19, "Saul Stein" mailto:s...@enetworks.co.za> > wrote: Dear SM, This should all be in your ticketing system. Any respectable ticketing system should be able to report on calls that have taken longer than 3 days to resolve. I could ask the South African ISPs to produce this list, however, and this is becoming the issue, what's the point? We, as a membership base have been complaining about this on the lists for some time and at the AGMMs. People don't have the time to document every little thing that happens - it takes time away from them doing what they need to do to make the companies they work for functional. As mentioned, some gave up and went to RIPE - they won't have kept their ticket numbers... Saul -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com <mailto:sm%2bafri...@elandsys.com> ] Sent: 21 June 2018 02:21 PM To: Saul Stein mailto:s...@enetworks.co.za> >; community-discuss@afrinic.net <mailto:community-discuss@afrinic.net> Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 03:44 AM 21-06-2018, Saul Stein wrote: >Every ISP that I have spoken to complains about the service levels to >the point that one or two actually got space from RIPE. Can you please get me the ticket numbers, the dates of the complaints and the dates the complaints were resolved (if applicable)? Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net <mailto:Community-Discuss@afrinic.net> https://lists.afrinic.net/mailman/listinfo/community-discuss ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
William, Quite simply: we have a regional RIR and it should be efficient and serve the region. If we all went elsewhere, a) What would the purpose be of AFRINICs existence b) how would AFRINIC get its funding? What I don’t understand is why people want to run AFRINIC differently to the way you run your own business? Just because uncomfortable questions are being asked, they get ignored and then then those that don’t like them ask for those people to leave the organisation… doesn’t make sense to me. From: William Ametozion [mailto:wametoz...@gmail.com] Sent: 21 June 2018 07:32 PM To: Saul Stein Cc: S Moonesamy ; community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, > As mentioned, some gave up and went to RIPE - they won't have kept their > ticket numbers... Since there is a precedence that some South African ISPs are going to RIPE, why not encourage your friend Andrew Alston to follow their example and join RIPE and stop being disruptive in AfriNIC Community? William A. On Jun 21, 2018 13:19, "Saul Stein" mailto:s...@enetworks.co.za> > wrote: Dear SM, This should all be in your ticketing system. Any respectable ticketing system should be able to report on calls that have taken longer than 3 days to resolve. I could ask the South African ISPs to produce this list, however, and this is becoming the issue, what's the point? We, as a membership base have been complaining about this on the lists for some time and at the AGMMs. People don't have the time to document every little thing that happens - it takes time away from them doing what they need to do to make the companies they work for functional. As mentioned, some gave up and went to RIPE - they won't have kept their ticket numbers... Saul -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com <mailto:sm%2bafri...@elandsys.com> ] Sent: 21 June 2018 02:21 PM To: Saul Stein mailto:s...@enetworks.co.za> >; community-discuss@afrinic.net <mailto:community-discuss@afrinic.net> Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 03:44 AM 21-06-2018, Saul Stein wrote: >Every ISP that I have spoken to complains about the service levels to >the point that one or two actually got space from RIPE. Can you please get me the ticket numbers, the dates of the complaints and the dates the complaints were resolved (if applicable)? Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net <mailto:Community-Discuss@afrinic.net> https://lists.afrinic.net/mailman/listinfo/community-discuss ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Since we decided to talk budgets and finance – I was kinda bored and decided to run some numbers – if AFRINIC was a pure IP registry – what would it cost its members as compared to at the moment. These numbers are purely theoretical – except where I calculate in actual staff costs at current, number of work days in a year etc – those are all based straight out of the AFS. So – I took the CEO’s salary – as per the 2017 AFS – and took the HR cost – and calculated the average cost per staff member at AFRINIC with the exclusion of the CEO. Then – I calculated down to an hourly rate per staff member on average – based on a 250 work day year (which is what Mauritius was in 2017) – at 8 hours a day. This came out like this: HR Costs CEO Cost $161,000.00 Staff Cost $2,093,317.00 Average Cost Per Staff Member $41,113.13 Work Days for 2017 (MU) 250 Hours Per Day per Staff Member 8 Cost Per Hour Per Staff Member $20.56 Then – I said ok – based on my previous calculations – lets work on an average of 75 hours work per application (current average number of hours per application as of latest delegation file, including really small applications) and calculate a pure cost recovery per application – this looked like this: Money Generated from Applications (Cost Recovery) Average Hours Per Application 75 Cost Per Application $1,541.74 Total Applications 250 Money Generated from Applications $385,435.57 Then I said – let’s revise things a bit for a hypothetical. We’d drop to a staff count of 20 + the CEO – at the same average rate – that retains the 9 current hostmasters + 11 additional support staff (and I think that was being pretty generous). Allocate $50k a year for travel – because if we being a pure registry – that’s pretty much all it would cost – anything else can be done online in this hypothetical. The office costs are down because you have a much smaller staff compliment – so we’ll cut that to $150k We’ll allocate $300k for miscellaneous expenses – and then we’ll add $200k a year to generate surplus for the organisation. We’re already cost recovering from applications – so we’ll deduct that from all of this and this is what it looks like: Revised to do purely allocations 20 Staff $822,262.55 Office Space $150,000.00 Travel Costs $150,000.00 Ceo's Salary $161,000.00 Miscellaneous Costs $300,000.00 Surplus Generation $200,000.00 Application Fees -$385,435.57 TOTAL $1,397,826.98 Then – we say we have 1550 members (its actually slightly more than that) and what do we find… Cost Per Member (Recurring) $901.82 Now – considering that the cheapest LIR pays $1400 a year – and the allocation fees at minimum of $1750 per application at the moment – well… food for thought about how much we, as members, want to really be paying for over and above what the registry should be doing as its core business… Andrew From: Andrew Alston Date: Thursday, 21 June 2018 at 08:02 To: S Moonesamy , "community-discuss@afrinic.net" Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) SM - use the AFS not the budgets please Andrew Liquid Telecommunications - Group Head Of IP Strategy From: S Moonesamy Sent: Wednesday, June 20, 2018 10:39:17 PM To: community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Hello, I read a comment about travels costs since 2014. The budgeted item [1] was as follows: Year 2014 $410,000 2015 $390,000 2016 $525,400 2017 $525,000 2018 $490,000 Regards, S. Moonesamy 1. Amounts are in USD. ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss<https://lists.afrinic.net/mailman/listinfo/community-discuss> ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Saul, > As mentioned, some gave up and went to RIPE - they won't have kept their ticket numbers... Since there is a precedence that some South African ISPs are going to RIPE, why not encourage your friend Andrew Alston to follow their example and join RIPE and stop being disruptive in AfriNIC Community? William A. On Jun 21, 2018 13:19, "Saul Stein" wrote: > Dear SM, > This should all be in your ticketing system. Any respectable ticketing > system should be able to report on calls that have taken longer than 3 > days to resolve. > I could ask the South African ISPs to produce this list, however, and this > is becoming the issue, what's the point? We, as a membership base have > been complaining about this on the lists for some time and at the AGMMs. > > People don't have the time to document every little thing that happens - > it takes time away from them doing what they need to do to make the > companies they work for functional. > As mentioned, some gave up and went to RIPE - they won't have kept their > ticket numbers... > > Saul > > > -Original Message- > From: S Moonesamy [mailto:sm+afri...@elandsys.com] > Sent: 21 June 2018 02:21 PM > To: Saul Stein ; community-discuss@afrinic.net > Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) > > Hi Saul, > At 03:44 AM 21-06-2018, Saul Stein wrote: > >Every ISP that I have spoken to complains about the service levels to > >the point that one or two actually got space from RIPE. > > Can you please get me the ticket numbers, the dates of the complaints and > the dates the complaints were resolved (if applicable)? > > Regards, > S. Moonesamy > > > ___ > Community-Discuss mailing list > Community-Discuss@afrinic.net > https://lists.afrinic.net/mailman/listinfo/community-discuss > ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Saul, At 06:17 AM 21-06-2018, Saul Stein wrote: This should all be in your ticketing system. Any respectable ticketing system should be able to report on calls that have taken longer than 3 days to resolve. I could ask the South African ISPs to produce this list, however, and this is becoming the issue, what's the point? We, as a membership base have been complaining about this on the lists for some time and at the AGMMs. The statistics [1] which I have access to does not show the number of tickets which took longer than three days to resolve. I need some information to be able to make an internal request. I am not asking for an exhaustive list. As an example, Mr Beneke provided a data point [2]. The information is useful to me. Regards, S. Moonesamy 1. https://www.afrinic.net/en/services/statistics/rt-stats 2. https://lists.afrinic.net/pipermail/community-discuss/2018-June/002460.html ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
I have to second this - In the past I have raised tickets - and no - I'm in the mood to go digging back through mountains of emails to find them - the ticket system should be able to find them - and had no responses for ages. I also point out that there was an explicit problem reported to the board and the ceo about an investigation - that was made by the South African ISP contingent on the NAP list - a response was forthcoming to say "it was being investigated" Time frames have been requested - nothing has come back - no time frames - no answers. This is a repetitive - constant issue - that I have seen raised time and again year after year. And I have to question what is going on here - lets look at it realistically - AfriNIC employs 9 people in Member Services (still confuses me btw why the IT and engineering team is larger than the team that is meant to handle AfriNIC's core business, because that currently sits at 10). I went and checked ipv4 allocation requests as per the delegation file going back to the beginning of the year... its now the 21st of June as I write that - there have been 117 work days in Mauritius since the 1st of January. Between 9 staff - that equates to 1053 Man days - at 8 hours a day that's 8424 man hours - there have been 111 allocations made. That means - your average turn around time in man hours to do one allocation is running to 75 hours per allocation - or 9 days. AfriNIC has consistently stated that small allocations are generally very fast - and can be turned around in a day or two - 25 of these allocations were /24s - so lets say we allocate a full 16 hours to each of these allocations - that would take 400 man hours - your average for the rest of them - is now sitting at 93 man hours per allocation - considering your average work week is 40 hours - we're talking about over 2 weeks per every allocation. Come on people - no one can claim this is acceptable Andrew From: Saul Stein [mailto:s...@enetworks.co.za] Sent: 21 June 2018 16:18 To: S Moonesamy ; community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Dear SM, This should all be in your ticketing system. Any respectable ticketing system should be able to report on calls that have taken longer than 3 days to resolve. I could ask the South African ISPs to produce this list, however, and this is becoming the issue, what's the point? We, as a membership base have been complaining about this on the lists for some time and at the AGMMs. People don't have the time to document every little thing that happens - it takes time away from them doing what they need to do to make the companies they work for functional. As mentioned, some gave up and went to RIPE - they won't have kept their ticket numbers... Saul -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com] Sent: 21 June 2018 02:21 PM To: Saul Stein mailto:s...@enetworks.co.za>>; community-discuss@afrinic.net<mailto:community-discuss@afrinic.net> Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 03:44 AM 21-06-2018, Saul Stein wrote: >Every ISP that I have spoken to complains about the service levels to >the point that one or two actually got space from RIPE. Can you please get me the ticket numbers, the dates of the complaints and the dates the complaints were resolved (if applicable)? Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net<mailto:Community-Discuss@afrinic.net> https://lists.afrinic.net/mailman/listinfo/community-discuss<https://lists.afrinic.net/mailman/listinfo/community-discuss> ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Dear SM, This should all be in your ticketing system. Any respectable ticketing system should be able to report on calls that have taken longer than 3 days to resolve. I could ask the South African ISPs to produce this list, however, and this is becoming the issue, what's the point? We, as a membership base have been complaining about this on the lists for some time and at the AGMMs. People don't have the time to document every little thing that happens - it takes time away from them doing what they need to do to make the companies they work for functional. As mentioned, some gave up and went to RIPE - they won't have kept their ticket numbers... Saul -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com] Sent: 21 June 2018 02:21 PM To: Saul Stein ; community-discuss@afrinic.net Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic) Hi Saul, At 03:44 AM 21-06-2018, Saul Stein wrote: >Every ISP that I have spoken to complains about the service levels to >the point that one or two actually got space from RIPE. Can you please get me the ticket numbers, the dates of the complaints and the dates the complaints were resolved (if applicable)? Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Saul, At 03:44 AM 21-06-2018, Saul Stein wrote: Every ISP that I have spoken to complains about the service levels to the point that one or two actually got space from RIPE. Can you please get me the ticket numbers, the dates of the complaints and the dates the complaints were resolved (if applicable)? Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
On 2018/06/21 12:44 PM, Saul Stein wrote: >> Is there any issue with the service level [1]? > Every ISP that I have spoken to complains about the service levels to the > point that one or two actually got space from RIPE. And if you're looking for a specific data point... We recently requested a single /24 of space for anycast under the anycast policy. * 7 days before the first response from a human * 8 more days to issue an invoice (of $2500!?!? - for what for what could not have been more than 30 minutes of evaluation work for the IP analysts) -- Graham Beneke ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
>Is there any issue with the service level [1]? Every ISP that I have spoken to complains about the service levels to the point that one or two actually got space from RIPE. ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Andrew, At 11:25 PM 19-06-2018, Andrew Alston wrote: Operational excellence? Really If you really need me to elaboratte on this let me know I'll happily paste the pa pages and pages of what members who are attempting to get space out of AFRINIC for very legitimate business needs are saying on lists all over the continent. Is there any issue with the service level [1]? Regards, S. Moonesamy 1. https://www.afrinic.net/en/services/afrinic-slc ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
So - my original statements were then entirely correctly - 2017 travel costs hit levels not seen since 2014. Thanks Andrew -Original Message- From: S Moonesamy [mailto:sm+afri...@elandsys.com] Sent: 21 June 2018 08:52 To: Andrew Alston ; community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Hi Andrew, At 10:01 PM 20-06-2018, Andrew Alston wrote: >SM - use the AFS not the budgets please This is from the audited financial statements: Year 2014$529,678 2015$467,710 2016$414,286 2017$525,466 Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hi Andrew, At 10:01 PM 20-06-2018, Andrew Alston wrote: SM - use the AFS not the budgets please This is from the audited financial statements: Year 2014$529,678 2015$467,710 2016$414,286 2017$525,466 Regards, S. Moonesamy ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
SM - use the AFS not the budgets please Andrew Liquid Telecommunications - Group Head Of IP Strategy From: S Moonesamy Sent: Wednesday, June 20, 2018 10:39:17 PM To: community-discuss@afrinic.net Subject: Re: [Community-Discuss] Cotonou Meeting (off-topic) Hello, I read a comment about travels costs since 2014. The budgeted item [1] was as follows: Year 2014 $410,000 2015 $390,000 2016 $525,400 2017 $525,000 2018 $490,000 Regards, S. Moonesamy 1. Amounts are in USD. ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss<https://lists.afrinic.net/mailman/listinfo/community-discuss> ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
Re: [Community-Discuss] Cotonou Meeting (off-topic)
Hello, I read a comment about travels costs since 2014. The budgeted item [1] was as follows: Year 2014 $410,000 2015 $390,000 2016 $525,400 2017 $525,000 2018 $490,000 Regards, S. Moonesamy 1. Amounts are in USD. ___ Community-Discuss mailing list Community-Discuss@afrinic.net https://lists.afrinic.net/mailman/listinfo/community-discuss
