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The English page remains the official version.</div> </div></div> </div></div></div></div></div></section><section id="sp-main-body"><div class="row"><div id="sp-left" class="col-sm-2 col-md-3 hidden-sm hidden-xs"><div class="sp-column "><div class="sp-module "><h3 class="sp-module-title">Our Work</h3><div class="sp-module-content"><ul class="nav menu"> <li class="item-828 active deeper parent"><a href="/our-work" > Our Work</a><ul><li class="item-495"><a href="/membership" > Membership Services</a></li><li class="item-491 deeper parent"><a href="/resources" > Internet Number Resources Management</a><ul><li class="item-3261"><a href="/asn" > Autonomous System Number (ASN)</a></li><li class="item-3452"><a href="/resources/ipv6" > Internet Protocol Version 6 (IPv6)</a></li><li class="item-493"><a href="/resources/transfers" > Resource Transfers</a></li><li class="item-3156"><a href="/resources/management" > Resource Management</a></li></ul></li><li class="item-667 deeper parent"><a href="/resource-certification" > Resource Certification Program (RPKI)</a><ul><li class="item-3281"><a href="/resource-certification/tal" > Trust Anchor Locator (TAL)</a></li></ul></li><li class="item-662"><a href="/internet-routing-registry" > Internet Routing Registry (IRR)</a></li><li class="item-663"><a href="/dnssec" > DNSSEC Program</a></li><li class="item-728"><a href="/support" > Support & FAQs</a></li><li class="item-499 active deeper parent"><a href="/corporate-documents" > Corporate Documents</a><ul><li class="item-510"><a href="/bylaws" target="_blank" > Bylaws</a></li><li class="item-505"><a href="/membership/agreements" target="_blank" > Membership Agreements</a></li><li class="item-804 current active"><a href="/commitment" > Service Level Commitment (SLC)</a></li><li class="item-562"><a href="/policy/manual" > Consolidated Policy Manual</a></li></ul></li><li class="item-511 deeper parent"><a href="/whois" > WHOIS</a><ul><li class="item-3240"><a href="/whois/terms" > Terms of Use</a></li><li class="item-514"><a href="/whois/utilities" > WHOIS Crypt</a></li><li class="item-3404"><a href="/whois/ip-tools" > IP Tools</a></li><li class="item-3405"><a href="/whois/data-protection" > Your data protection</a></li><li class="item-1208"><a href="/whois/lame" > Lame Tool</a></li><li class="item-2527"><a href="/whois/rdap" > RDAP</a></li></ul></li><li class="item-515"><a href="http://learn.afrinic.net/" target="_blank" > Training Services</a></li><li class="item-2792"><a href="/changelog" > Online Services Changelog</a></li><li class="item-655"><a href="/dns-support" > DNS Support Program</a></li><li class="item-670"><a href="/root-server-copy" > Root Server Copy Programme</a></li><li class="item-3380"><a href="/products" > Products Roadmap</a></li></ul></li><li class="item-3684"><a href="/reverse-dns" > Reverse DNS</a></li><li class="item-3688 deeper parent"><a href="/internet-development-programs" > Internet Development Programs</a><ul><li class="item-3689"><a href="/internet-development-programs/the-fellowship-program" > The Fellowship Program</a></li><li class="item-3690"><a href="/internet-development-programs/technical-community-development-program" > Technical Community Development Program</a></li><li class="item-3691"><a href="/internet-development-programs/african-research-collaboration-program" > African Research Collaboration Program</a></li><li class="item-3692"><a href="/internet-development-programs/diversity-in-ict-program" > Diversity in ICT Program</a></li><li class="item-3693"><a href="/internet-development-programs/african-critical-infrastructure-development-program" > African Critical Infrastructure Development Program</a></li><li class="item-3694"><a href="/internet-development-programs/african-internet-governance-and-ict-initiatives-development-program" > African Internet Governance and ICT Initiatives Development Program</a></li></ul></li></ul> </div></div></div></div><div id="sp-component" class="col-xs-12 col-sm-12 col-md-9"><div class="sp-column "><div id="system-message-container"> </div> <article class="item item-page" itemscope itemtype="http://schema.org/Article"> <meta itemprop="inLanguage" content="en-GB" /> <div class="entry-header"> <h1 itemprop="name"> Service Level Commitment (SLC) </h1> </div> <div itemprop="articleBody"> <p>Version 1 | November 2015</p> <p> </p> <h2>1. Purpose of this Service Level Commitment</h2> <p style="text-align: justify;">In our quest to serve the community in the most professional manner and in accordance with our industry highest standards, AFRINIC, as an RIR is publishing this Service Level commitment (SLC) in respect of its Number Resources Management services. This covers Registration and Customer Services, Database and public online services, Reverse DNS, Billing and services infrastructures. This Service Level Commitment is AFRINIC’s pledge to the community for the provision of high-quality service as per their needs and expectations of members. AFRINIC will strive to serve the community in a timely and efficient manner in all issues relating to our core activities. AFRINIC aims to provide high quality and reliable services based on its own infrastructure and capacity as described in section 4. Although AFRINIC will be unable to provide service level commitments in respect of any third party suppliers, we will strive to ensure that our own commitment is reflected in all our business relationships with third-party suppliers that may affect our core services.</p> <p> </p> <h2>2. Working days and Working Hours</h2> <p style="text-align: justify;">AFRINIC Operations are located in Mauritius and our working hours are 09:00 to 17:30 (UTC+4) from Monday to Friday. Our office remains closed during Saturday and Sunday as well as during public holidays in Mauritius. The list of these public holidays is published at the beginning of every year on our website at www.afrinic.net/about-us/office-hours. A seventy-two (72) hours notice will be sent by mail at <span id="cloak53c1b55e44c192a81f15294e69beaf23">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak53c1b55e44c192a81f15294e69beaf23').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy53c1b55e44c192a81f15294e69beaf23 = 'announce' + '@'; addy53c1b55e44c192a81f15294e69beaf23 = addy53c1b55e44c192a81f15294e69beaf23 + 'afrinic' + '.' + 'net'; var addy_text53c1b55e44c192a81f15294e69beaf23 = 'announce' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak53c1b55e44c192a81f15294e69beaf23').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy53c1b55e44c192a81f15294e69beaf23 + '\'>'+addy_text53c1b55e44c192a81f15294e69beaf23+'<\/a>'; </script> before any public holiday. This will also be published on AFRINIC’s website. For service continuity to its valued members and community, AFRINIC Operation Team will ensure that both database and public online services and services infrastructure as defined in section 4. (iii) and section 4 (iv), remain available 7d/7 and 24h/24.</p> <p> </p> <h2>3. Service availability</h2> <h3>3.1. Infrastructure and Online Service availability</h3> <p style="text-align: justify;">AFRINIC commits itself to a 99.8% uptime per service and for its network i.e. its servers being physically switched on and with an internet connection to running services. Note: Any calculation of network and service availability shall not include any unavailability resulting from (a) scheduled network and/or server maintenance; (b) third party unavailability; (c) end-user connectivity issues; or (d) any other issue outside of the control of AFRINIC and constituting force majeure as defined in the annexe to this document. However, AFRINIC will endeavour to provide resilient and redundant services on a best-effort level.</p> <h3>3.2. Response to queries and service requests</h3> <p>AFRINIC Operations Team is committed to providing an effective response (Cf Annex) on all queries addressed to it, within two (2) working days.</p> <p> </p> <table class="table"> <tbody> <tr> <td>Queue</td> <td>Email Contact</td> <td>Description</td> </tr> <tr> <td>How to Become a Member</td> <td><span id="cloakf8a0b1d8a47a2cbb9368fdf138b73829">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloakf8a0b1d8a47a2cbb9368fdf138b73829').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addyf8a0b1d8a47a2cbb9368fdf138b73829 = 'new-member' + '@'; addyf8a0b1d8a47a2cbb9368fdf138b73829 = addyf8a0b1d8a47a2cbb9368fdf138b73829 + 'afrinic' + '.' + 'net'; var addy_textf8a0b1d8a47a2cbb9368fdf138b73829 = 'new-member' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloakf8a0b1d8a47a2cbb9368fdf138b73829').innerHTML += '<a ' + path + '\'' + prefix + ':' + addyf8a0b1d8a47a2cbb9368fdf138b73829 + '\'>'+addy_textf8a0b1d8a47a2cbb9368fdf138b73829+'<\/a>'; </script> </td> <td>Any information about how to become an AFRINIC member</td> </tr> <tr> <td>Membership application Evaluation </td> <td><span id="cloak6ade9adb1ac0a612a2bcfba83053a965">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak6ade9adb1ac0a612a2bcfba83053a965').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy6ade9adb1ac0a612a2bcfba83053a965 = 'newmember-request' + '@'; addy6ade9adb1ac0a612a2bcfba83053a965 = addy6ade9adb1ac0a612a2bcfba83053a965 + 'afrinic' + '.' + 'net'; var addy_text6ade9adb1ac0a612a2bcfba83053a965 = 'newmember-request' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak6ade9adb1ac0a612a2bcfba83053a965').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy6ade9adb1ac0a612a2bcfba83053a965 + '\'>'+addy_text6ade9adb1ac0a612a2bcfba83053a965+'<\/a>'; </script></td> <td>Evaluation and progress of any new membership application</td> </tr> <tr> <td>Hostmaster</td> <td><span id="cloakef64c1f6d6f735638893c53a6fb142f5">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloakef64c1f6d6f735638893c53a6fb142f5').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addyef64c1f6d6f735638893c53a6fb142f5 = 'hostmaster' + '@'; addyef64c1f6d6f735638893c53a6fb142f5 = addyef64c1f6d6f735638893c53a6fb142f5 + 'afrinic' + '.' + 'net'; var addy_textef64c1f6d6f735638893c53a6fb142f5 = 'hostmaster' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloakef64c1f6d6f735638893c53a6fb142f5').innerHTML += '<a ' + path + '\'' + prefix + ':' + addyef64c1f6d6f735638893c53a6fb142f5 + '\'>'+addy_textef64c1f6d6f735638893c53a6fb142f5+'<\/a>'; </script> </td> <td>Any request for additional resources, any general queries related to IP resources management</td> </tr> <tr> <td>Billing</td> <td><span id="cloak36da7cd02814cc8c8643587953b814c9">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak36da7cd02814cc8c8643587953b814c9').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy36da7cd02814cc8c8643587953b814c9 = 'billing' + '@'; addy36da7cd02814cc8c8643587953b814c9 = addy36da7cd02814cc8c8643587953b814c9 + 'afrinic' + '.' + 'net'; var addy_text36da7cd02814cc8c8643587953b814c9 = 'billing' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak36da7cd02814cc8c8643587953b814c9').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy36da7cd02814cc8c8643587953b814c9 + '\'>'+addy_text36da7cd02814cc8c8643587953b814c9+'<\/a>'; </script> </td> <td>Any queries related to invoice and payment</td> </tr> <tr> <td>Service support</td> <td><span id="cloakf5acb5b67cde16f837baa14bae677a4f">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloakf5acb5b67cde16f837baa14bae677a4f').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addyf5acb5b67cde16f837baa14bae677a4f = 'service-support' + '@'; addyf5acb5b67cde16f837baa14bae677a4f = addyf5acb5b67cde16f837baa14bae677a4f + 'afrinic' + '.' + 'net'; var addy_textf5acb5b67cde16f837baa14bae677a4f = 'service-support' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloakf5acb5b67cde16f837baa14bae677a4f').innerHTML += '<a ' + path + '\'' + prefix + ':' + addyf5acb5b67cde16f837baa14bae677a4f + '\'>'+addy_textf5acb5b67cde16f837baa14bae677a4f+'<\/a>'; </script> </td> <td>All queries related to reverse DNS, BPKI certificate, MyAFRINIC, and WHOIS database, errors concerning WHOIS objects creation/update</td> </tr> <tr> <td> </td> <td> </td> <td> </td> </tr> <tr> <td>Service Infrastructure Maintenance</td> <td><span id="cloak4eba89a1cab72aa7cec3f902c1b2f994">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak4eba89a1cab72aa7cec3f902c1b2f994').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy4eba89a1cab72aa7cec3f902c1b2f994 = 'noc' + '@'; addy4eba89a1cab72aa7cec3f902c1b2f994 = addy4eba89a1cab72aa7cec3f902c1b2f994 + 'afrinic' + '.' + 'net'; var addy_text4eba89a1cab72aa7cec3f902c1b2f994 = 'noc' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak4eba89a1cab72aa7cec3f902c1b2f994').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy4eba89a1cab72aa7cec3f902c1b2f994 + '\'>'+addy_text4eba89a1cab72aa7cec3f902c1b2f994+'<\/a>'; </script> </td> <td>Any outage to report relating to AFRINIC Service Infrastructure Maintenance</td> </tr> <tr> <td>RPKI Support</td> <td><span id="cloak5e4870da06b150cebf182c0b9792c8e9">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak5e4870da06b150cebf182c0b9792c8e9').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy5e4870da06b150cebf182c0b9792c8e9 = 'rpki-help' + '@'; addy5e4870da06b150cebf182c0b9792c8e9 = addy5e4870da06b150cebf182c0b9792c8e9 + 'afrinic' + '.' + 'net'; var addy_text5e4870da06b150cebf182c0b9792c8e9 = 'rpki-help' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak5e4870da06b150cebf182c0b9792c8e9').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy5e4870da06b150cebf182c0b9792c8e9 + '\'>'+addy_text5e4870da06b150cebf182c0b9792c8e9+'<\/a>'; </script> </td> <td>Any query related to RPKI</td> </tr> <tr> <td>DNS & DNSSEC support </td> <td><span id="cloakde4b1d004100dc71df9a41a4e9149220">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloakde4b1d004100dc71df9a41a4e9149220').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addyde4b1d004100dc71df9a41a4e9149220 = 'dnssec-ops' + '@'; addyde4b1d004100dc71df9a41a4e9149220 = addyde4b1d004100dc71df9a41a4e9149220 + 'afrinic' + '.' + 'net'; var addy_textde4b1d004100dc71df9a41a4e9149220 = 'dnssec-ops' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloakde4b1d004100dc71df9a41a4e9149220').innerHTML += '<a ' + path + '\'' + prefix + ':' + addyde4b1d004100dc71df9a41a4e9149220 + '\'>'+addy_textde4b1d004100dc71df9a41a4e9149220+'<\/a>'; </script> </td> <td>Any query related to DNS support programme and DNSSEC Service</td> </tr> <tr> <td>Routing Registry</td> <td><span id="cloak33e2d8cc9f215d39652c147db67931af">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak33e2d8cc9f215d39652c147db67931af').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy33e2d8cc9f215d39652c147db67931af = 'irr' + '@'; addy33e2d8cc9f215d39652c147db67931af = addy33e2d8cc9f215d39652c147db67931af + 'afrinic' + '.' + 'net'; var addy_text33e2d8cc9f215d39652c147db67931af = 'irr' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak33e2d8cc9f215d39652c147db67931af').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy33e2d8cc9f215d39652c147db67931af + '\'>'+addy_text33e2d8cc9f215d39652c147db67931af+'<\/a>'; </script> </td> <td>Any query related to AFRINIC Internet Routing Registry usage</td> </tr> <tr> <td>Website information </td> <td><span id="cloak5680aa897afc2a16b7b8ab61d4c13442">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak5680aa897afc2a16b7b8ab61d4c13442').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy5680aa897afc2a16b7b8ab61d4c13442 = 'webmaster' + '@'; addy5680aa897afc2a16b7b8ab61d4c13442 = addy5680aa897afc2a16b7b8ab61d4c13442 + 'afrinic' + '.' + 'net'; var addy_text5680aa897afc2a16b7b8ab61d4c13442 = 'webmaster' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak5680aa897afc2a16b7b8ab61d4c13442').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy5680aa897afc2a16b7b8ab61d4c13442 + '\'>'+addy_text5680aa897afc2a16b7b8ab61d4c13442+'<\/a>'; </script> </td> <td>Any query related to website content</td> </tr> <tr> <td> </td> <td> </td> <td> </td> </tr> <tr> <td>Complaint report</td> <td><span id="cloak63f0d54718b8f288f868d828973be899">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak63f0d54718b8f288f868d828973be899').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy63f0d54718b8f288f868d828973be899 = 'complaints' + '@'; addy63f0d54718b8f288f868d828973be899 = addy63f0d54718b8f288f868d828973be899 + 'afrinic' + '.' + 'net'; var addy_text63f0d54718b8f288f868d828973be899 = 'complaints' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak63f0d54718b8f288f868d828973be899').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy63f0d54718b8f288f868d828973be899 + '\'>'+addy_text63f0d54718b8f288f868d828973be899+'<\/a>'; </script> </td> <td>Any complaint to report relating to any service AFRINIC has delivered</td> </tr> <tr> <td>Complaint escalation</td> <td><span id="cloak60c209470661dd0c8bb0753f482ac1ef">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak60c209470661dd0c8bb0753f482ac1ef').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy60c209470661dd0c8bb0753f482ac1ef = 'admin-escalate' + '@'; addy60c209470661dd0c8bb0753f482ac1ef = addy60c209470661dd0c8bb0753f482ac1ef + 'afrinic' + '.' + 'net'; var addy_text60c209470661dd0c8bb0753f482ac1ef = 'admin-escalate' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak60c209470661dd0c8bb0753f482ac1ef').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy60c209470661dd0c8bb0753f482ac1ef + '\'>'+addy_text60c209470661dd0c8bb0753f482ac1ef+'<\/a>'; </script> </td> <td>Escalation of any complaint not resolved</td> </tr> </tbody> </table> <p> </p> <h3>4. Scheduled and Unscheduled Maintenance</h3> <p>AFRINIC undertakes regular maintenance in order to improve its services infrastructures. Regularly scheduled maintenance time shall be communicated at least one (1) week in advance of the maintenance time to members if related to services addressed to AFRINIC Members only. For services related to the whole community, such communication shall be found at <a href="mailto:announce@afrinic.net."><span id="cloakc1342ea8f5bbb48c0ccb9f92f3d39b72">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloakc1342ea8f5bbb48c0ccb9f92f3d39b72').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addyc1342ea8f5bbb48c0ccb9f92f3d39b72 = 'announce' + '@'; addyc1342ea8f5bbb48c0ccb9f92f3d39b72 = addyc1342ea8f5bbb48c0ccb9f92f3d39b72 + 'afrinic' + '.' + 'net'; var addy_textc1342ea8f5bbb48c0ccb9f92f3d39b72 = 'announce' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloakc1342ea8f5bbb48c0ccb9f92f3d39b72').innerHTML += '<a ' + path + '\'' + prefix + ':' + addyc1342ea8f5bbb48c0ccb9f92f3d39b72 + '\'>'+addy_textc1342ea8f5bbb48c0ccb9f92f3d39b72+'<\/a>'; </script>.</a></p> <p>AFRINIC Services subject to maintenances are:</p> <ol> <li>Registration and Customer Services</li> <li>Billing Services</li> <li>Database and public online services <ul> <li>WHOIS</li> <li>MyAfrinic</li> <li>Services Websites</li> <li>Internet Routing Registry</li> </ul> </li> <li>Services Infrastructure <ul> <li>DNS</li> <li>DNSSEC</li> <li>Mail</li> <li>RPKI</li> </ul> </li> </ol> <p>AFRINIC, at its own discretion, may take the service down for unscheduled maintenance due to incidents and in that event, it will notify the community in advance before completing this issue resolved. Such unscheduled maintenance will be counted against the uptime guarantee.</p> <p> </p> <h2>5. Resolution Of Complaints</h2> <p>It is mainly through members’ and the community’s feedback that AFRINIC is able to review and keep improving the overall service it provides.</p> <h3>5.1. How can a complaint be made?</h3> <p>In case you are not satisfied with the level of any service delivered to you, you have the right to seek a review of the decision by using any one of the following means.</p> <ul> <li>telephone AFRINIC Customer Service on +230 403 5100 during working hours as defined above</li> <li>email to <span id="cloak344933f29bef45f24896958292ea6de6">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak344933f29bef45f24896958292ea6de6').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy344933f29bef45f24896958292ea6de6 = 'complaints' + '@'; addy344933f29bef45f24896958292ea6de6 = addy344933f29bef45f24896958292ea6de6 + 'afrinic' + '.' + 'net'; var addy_text344933f29bef45f24896958292ea6de6 = 'complaints' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak344933f29bef45f24896958292ea6de6').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy344933f29bef45f24896958292ea6de6 + '\'>'+addy_text344933f29bef45f24896958292ea6de6+'<\/a>'; </script></li> <li>write to AFRINIC Customer Service, 11th Floor Raffles Tower, Cybercity, Ebene, Mauritius</li> </ul> <p>To avoid any delay, you are advised not to send service-related correspondence to an individual employee's email address.</p> <h3>5.2. Who is in charge of your complaint?</h3> <p>Your complaint is handled by the AFRINIC Management and will ensure to resolve the matter on time and in a good manner. Your privacy and confidentiality will be respected and protected.</p> <h3>5.3. How long will it take to respond to your complaint?</h3> <p>Once a complaint has been received by telephone or email <span id="cloak4402107b6054f863e6023320b3a60b70">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak4402107b6054f863e6023320b3a60b70').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy4402107b6054f863e6023320b3a60b70 = 'complaints' + '@'; addy4402107b6054f863e6023320b3a60b70 = addy4402107b6054f863e6023320b3a60b70 + 'afrinic' + '.' + 'net'; var addy_text4402107b6054f863e6023320b3a60b70 = 'complaints' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak4402107b6054f863e6023320b3a60b70').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy4402107b6054f863e6023320b3a60b70 + '\'>'+addy_text4402107b6054f863e6023320b3a60b70+'<\/a>'; </script> AFRINIC Management will respond to such a complaint within two (2) working days excluding public holidays observed in Mauritius.</p> <h3>5.4. What can you do if you are still not satisfied?</h3> <p>If your complaint is not resolved to your satisfaction, you are invited to escalate the matter by writing to <span id="cloak758af1d16d1ac0f44b2d6c612b1ac046">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak758af1d16d1ac0f44b2d6c612b1ac046').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy758af1d16d1ac0f44b2d6c612b1ac046 = 'admin-escalate' + '@'; addy758af1d16d1ac0f44b2d6c612b1ac046 = addy758af1d16d1ac0f44b2d6c612b1ac046 + 'afrinic' + '.' + 'net'; var addy_text758af1d16d1ac0f44b2d6c612b1ac046 = 'admin-escalate' + '@' + 'afrinic' + '.' + 'net';document.getElementById('cloak758af1d16d1ac0f44b2d6c612b1ac046').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy758af1d16d1ac0f44b2d6c612b1ac046 + '\'>'+addy_text758af1d16d1ac0f44b2d6c612b1ac046+'<\/a>'; </script>, explaining that you wish the matter to be escalated. Please provide all the useful information needed to address the issue including your service ticket number. Managers at the highest appropriate level will deal with all complaints. AFRINIC will respond to such a complaint within two (2) working days excluding public holidays observed in Mauritius.</p> <p> </p> <h2>6. Amendment</h2> <p>This Service Level Commitment may be amended by AFRINIC at its own discretion but only after giving thirty-day advance notice. Notices will be sufficient if provided to the community (a) as a note on its main website www.afrinic.net, or (b) by email to the subscribers through mailing lists.</p> <p> </p> <h2>7. Exclusion of Sandbox and Beta Accounts</h2> <p>AFRINIC test environment, Beta services are expressly excluded from this or any other service level commitment.</p> <p> </p> <h2>8. Compliance</h2> <p>AFRINIC SLC complies with</p> <ul> <li><a href="/policy/manual?view=article&id=1606&lang=en">Consolidated Policy Manual (CPM)</a></li> <li>AFRINIC Internal services procedures</li> <li>AFRINIC <a href="/membership/agreements?lang=en">Registration Service Agreement (RSA)</a></li> <li>AFRINIC <a href="/bylaws?view=article&id=75&lang=en">Bylaws</a></li> <li>Laws of Mauritius</li> </ul> <p> </p> <h2>9. Annex</h2> <p>Definition</p> <ul> <li>Force majeure refers to total or partial strikes, slowdowns, labour unrest, lockouts, epidemics, insurrection or civil disorder, war or military operations, an act of terrorism or sabotage, national or local emergency, acts or omissions of government, or other competent authority, compliance with law, regulations or demands of any government or government agency, fire, lightning, explosion, floods, including water damage, earthquake, subsidence, the weather of exceptional severity including cyclones, acts or omissions of persons for whom AFRINIC is not responsible or any other cause beyond its control and any such event or circumstance that may be considered as force majeure.</li> <li>Response time refers to how quickly AFRINIC will respond to any issue being raised via phone, email, or other methods.</li> <li>Resolution time refers to how long it takes from the time an issue is logged until it is fully resolved</li> <li>Statistics on the resolution of queries from our ticketing system can be found at <a href="https://stats.afrinic.net/">https://stats.afrinic.net/</a><a href="https://www.afrinic.net/en/services/statistics/rt-stats"><br /></a></li> </ul> <p> </p> <p> </p> <p> </p> <p> </p> </div> <div class="article-footer-wrap"> <div class="article-footer-top"> <div class="helix-social-share"> <div class="helix-social-share-icon"> <ul> <li> <div class="facebook" data-toggle="tooltip" data-placement="top" title="Share On Facebook"> <a class="facebook" onClick="window.open('http://www.facebook.com/sharer.php?u=http://www.afrinic.net/commitment','Facebook','width=600,height=300,left='+(screen.availWidth/2-300)+',top='+(screen.availHeight/2-150)+''); return false;" href="http://www.facebook.com/sharer.php?u=http://www.afrinic.net/commitment"> <i class="fa fa-facebook"></i> </a> </div> </li> <li> <div class="twitter" data-toggle="tooltip" data-placement="top" title="Share On Twitter"> <a class="twitter" onClick="window.open('http://twitter.com/share?url=http://www.afrinic.net/commitment&text=Service%20Level%20Commitment%20(SLC)','Twitter share','width=600,height=300,left='+(screen.availWidth/2-300)+',top='+(screen.availHeight/2-150)+''); return false;" href="http://twitter.com/share?url=http://www.afrinic.net/commitment&text=Service%20Level%20Commitment%20(SLC)"> <i class="fa fa-twitter"></i> </a> </div> </li> <li> <div class="google-plus"> <a class="gplus" data-toggle="tooltip" data-placement="top" title="Share On Google Plus" onClick="window.open('https://plus.google.com/share?url=http://www.afrinic.net/commitment','Google plus','width=585,height=666,left='+(screen.availWidth/2-292)+',top='+(screen.availHeight/2-333)+''); return false;" href="https://plus.google.com/share?url=http://www.afrinic.net/commitment" > <i class="fa fa-google-plus"></i></a> </div> </li> <li> <div class="linkedin"> <a class="linkedin" data-toggle="tooltip" data-placement="top" title="Share On Linkedin" onClick="window.open('http://www.linkedin.com/shareArticle?mini=true&url=http://www.afrinic.net/commitment','Linkedin','width=585,height=666,left='+(screen.availWidth/2-292)+',top='+(screen.availHeight/2-333)+''); return false;" href="http://www.linkedin.com/shareArticle?mini=true&url=http://www.afrinic.net/commitment" > <i class="fa fa-linkedin-square"></i></a> </div> </li> </ul> </div> </div>  </div> </div> <div class="printfriendly-button-wrapper" style="text-align: right"><a class="printfriendly-button print-no" style="cursor: pointer" onclick="window.print(); return false;" title="Print Friendly, PDF & Email"><img style="border:none;-webkit-box-shadow:none; box-shadow:none;" src="https://cdn.printfriendly.com/buttons/printfriendly-button-lg.png" alt="Print Friendly, PDF & Email"></a></div> <dd class="modified"> <i class="fa fa-calendar-o"></i> Last Modified on - 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