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Alderley Bakery LLP

ALD104ActiveTime and materials

alderleybakery.co.uk · Food production · Account manager Priya Raman

Microsoft 365Healthy22 hr agoSupport & assets (SQL)Healthy26 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 25 records in this selection sit outside that — quotes, projects and planned installs, plus 12 calls billed time and materials. They stay visible for volume context.

Service performance

43 eligible records in this year
Average first response
2.1 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
95.1%
2 call(s) over the 8-hour target
First-time fix
66.7%
Where the source records the field

Volume

Contract calls
43
68 calls logged in the period
Off contract
12
£3,024 chargeable
Open / closed
3 / 65
Across the selected period
Data-quality gaps
2
Contract calls with no response time recorded

Support volume trend

Event measure summed per month

Records are counted in the bucket containing their logged date.

Category breakdown

Eligible records only

43
records
  • User admin8
  • Microsoft 3656
  • Email5
  • Backup5
  • Network4
  • Security4

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026432.08 hr95.1%225

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Stacey Thomas61.03 hr100%0
Karen Taylor63.63 hr83%1
Phil Jenkins51.33 hr100%0
Kelly Gregory51.75 hr100%0
Chloe Dempsey41.94 hr100%0
(Not recorded)41.91 hr100%0
Anne-Marie Cable31.89 hr100%0
Aiden Higgins32.02 hr100%0
Rachael Parkin21.68 hr100%0
Julie Herbert25.40 hr50%1
Daniel Blacker21.27 hr100%0
Barry Ebbs1——0

2 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 7.2 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
306626Karen TaylorLenovo ThinkCentre M70q2026-05-26 13:4915.18 hr+7.2KBVoicemail not delivering
306607Julie HerbertRuckus R5502026-03-11 16:339.37 hr+1.4KBReplacement keyboard

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Phil JenkinsEmail / Microsoft 365314 Jan 2026 – 15 Jul 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Apple MacBook Air M2Email / Microsoft 365313 Mar 2026 – 07 Aug 2026
HP ProBook 450 G6User administration316 Mar 2026 – 08 Jul 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

68 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
ALD104-10022020 Aug 2026Service RequestSuspicious sign-in review
Security · BK · Head Office
P3Open——n/a
ALD104-10021919 Aug 2026Planned Install · excludedName change request
User admin · BK · Remote
P3In Progress——n/a
ALD104-10021818 Aug 2026Project · excludedPermission change
User admin · SE · Branch
P2In Progress——n/a
ALD104-10021712 Aug 2026Incident · excludedBackup job failed
Backup · KB · Head Office
P1Closed——n/a
ALD104-10021611 Aug 2026Service RequestPrinter offline
Printing · TAG · Head Office
P3Resolved0.92 hr12.2 hrMet
ALD104-10021507 Aug 2026IncidentOutlook not syncing
Microsoft 365 · ML · Head Office
P1Resolved0.60 hr17.5 hrMet
ALD104-10021430 Jul 2026Incident · excludedSite offline
Network · ML · Remote
P2Resolved——n/a
ALD104-10021329 Jul 2026Service Request · excludedPermission change
User admin · ML · Head Office
P4Closed——n/a
ALD104-10021228 Jul 2026ChangeSwitch port fault
Network · AB · Head Office
P4Closed0.42 hr1.2 daysMet
ALD104-10021127 Jul 2026IncidentOneDrive sync conflict
Microsoft 365 · TAG · Site 2
P3Closed2.08 hr2.3 daysMet
ALD104-10021022 Jul 2026IncidentSpoofed email reported
Email · TAG · Head Office
P2Closed1.14 hr2.2 daysMet
ALD104-10020921 Jul 2026IncidentWi-Fi dropouts in warehouse
Network · BK · Head Office
P3Closed1.23 hr21.4 hrMet
ALD104-10020820 Jul 2026Incident · excludedOutlook not syncing
Microsoft 365 · KB · Remote
P4Closed——n/a
ALD104-10020715 Jul 2026ChangeOutlook not syncing
Microsoft 365 · ML · Head Office
P2Resolved1.16 hr1.3 hrMet
ALD104-10020608 Jul 2026IncidentPermission change
User admin · BK · Head Office
P1Closed1.10 hr17.5 hrMet
ALD104-10020507 Jul 2026Service RequestMessage quarantined
Email · SE · Remote
P2Closed0.92 hr18.8 hrMet
ALD104-10020405 Jul 2026ChangeBackup job failed
Backup · AB · Head Office
P3Resolved1.30 hr3.3 hrMet
ALD104-10020301 Jul 2026Service RequestRetention change
Backup · SE · Site 2
P3Closed0.77 hr18.5 hrMet
ALD104-10020229 Jun 2026IncidentSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Resolved0.22 hr18.1 hrMet
ALD104-10020125 Jun 2026Incident · excludedMailbox delegation
Email · BK · Head Office
P4Resolved——n/a
ALD104-10020019 Jun 2026IncidentNew extension setup
Telephony · ML · Head Office
P1Closed3.15 hr9.6 hrMet
ALD104-10019918 Jun 2026IncidentRestore request
Backup · ML · Remote
P3Resolved1.25 hr2.4 daysMet
ALD104-10019816 Jun 2026IncidentPhishing report triage
Security · TAG · Head Office
P3Closed0.48 hr1.5 daysMet
ALD104-10019715 Jun 2026Incident · excludedSpoofed email reported
Email · KB · Head Office
P3Resolved——n/a
ALD104-10019612 Jun 2026IncidentName change request
User admin · SE · Branch
P4Closed1.65 hr11.9 hrMet
ALD104-10019511 Jun 2026Incident · excludedSlow VPN
Network · AB · Head Office
P3Resolved——n/a
ALD104-10019408 Jun 2026IncidentLeaver process
User admin · AB · Remote
P4Resolved0.98 hr1.1 daysMet
ALD104-10019328 May 2026IncidentRetention change
Backup · SE · Branch
P4Closed2.13 hr10.7 hrMet
ALD104-10019226 May 2026Service RequestVoicemail not delivering
Telephony · KB · Remote
P4Resolved15.18 hr12.9 hrMissed
ALD104-10019119 May 2026IncidentLeaver process
User admin · ML · Head Office
P3Resolved0.09 hr1.7 daysMet
ALD104-10019013 May 2026IncidentCall quality issue
Telephony · TAG · Head Office
P4Resolved1.17 hr2.4 daysMet
ALD104-10018907 May 2026Service RequestLaptop will not boot
Hardware · KB · Remote
P2Closed0.54 hr1.2 daysMet
ALD104-10018804 May 2026Quote · excludedBackup capacity review
Backup · TAG · Branch
P4Closed——n/a
ALD104-10018701 May 2026Service RequestMFA reset
Security · SE · Head Office
P3Closed1.48 hr5.8 hrMet
ALD104-10018621 Apr 2026IncidentPrinter offline
Printing · AB · Head Office
P2Closed3.47 hr16.8 hrMet
ALD104-10018509 Apr 2026IncidentScan to email failing
Printing · KB · Head Office
P2Resolved4.71 hr1.5 daysMet
ALD104-10018408 Apr 2026Quote · excludedMessage quarantined
Email · ML · Head Office
P4Resolved——n/a
ALD104-10018306 Apr 2026Service RequestNew starter setup
User admin · BK · Head Office
P2Closed0.41 hr20.8 hrMet
ALD104-10018203 Apr 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Remote
P3Closed0.70 hr1.2 daysMet
ALD104-10018101 Apr 2026Service Request · excludedScan to email failing
Printing · KB · Remote
P3Closed——n/a
ALD104-10018031 Mar 2026Service RequestMailbox delegation
Email · AB · Branch
P3Closed5.49 hr1.9 daysMet
ALD104-10017930 Mar 2026Quote · excludedScan to email failing
Printing · SE · Head Office
P2Closed——n/a
ALD104-10017824 Mar 2026Project · excludedSharePoint permission request
Microsoft 365 · ML · Head Office
P2Closed——n/a
ALD104-10017717 Mar 2026Quote · excludedPermission change
User admin · AB · Head Office
P3Resolved——n/a
ALD104-10017616 Mar 2026Service RequestName change request
User admin · TAG · Head Office
P2Resolved0.35 hr2.1 daysMet
ALD104-10017513 Mar 2026Service RequestMessage quarantined
Email · ML · Branch
P3Closed3.35 hr2.0 daysMet
ALD104-10017412 Mar 2026ChangeBackup capacity review
Backup · ML · Head Office
P2Closed1.43 hr14.0 hrMet
ALD104-10017311 Mar 2026Service RequestReplacement keyboard
Hardware · KB · Head Office
P4Closed9.37 hr14.3 hrMissed
ALD104-10017210 Mar 2026Quote · excludedMailbox delegation
Email · BK · Branch
P3Resolved——n/a
ALD104-10017108 Mar 2026IncidentReport not generating
Line of business app · AB · Head Office
P2Closed2.29 hr1.3 daysMet
ALD104-10017006 Mar 2026Quote · excludedSuspicious sign-in review
Security · TAG · Head Office
P4Closed——n/a
ALD104-10016903 Mar 2026Incident · excludedScan to email failing
Printing · AB · Remote
P2Closed——n/a
ALD104-10016802 Mar 2026IncidentToner replacement
Printing · ML · Head Office
P3Closed0.67 hr14.4 hrMet
ALD104-10016727 Feb 2026Service RequestName change request
User admin · TAG · Head Office
P4Closed0.31 hr1.8 daysMet
ALD104-10016626 Feb 2026Change · excludedPhishing report triage
Security · BK · Head Office
P3Closed——n/a
ALD104-10016523 Feb 2026Project · excludedDistribution list change
Email · TAG · Head Office
P4Closed——n/a
ALD104-10016412 Feb 2026Service Request · excludedLaptop will not boot
Hardware · AB · Head Office
P1Resolved——n/a
ALD104-10016309 Feb 2026Planned Install · excludedRestore request
Backup · KB · Head Office
P3Closed——n/a
ALD104-10016204 Feb 2026Service RequestDocking station not detected
Hardware · ML · Remote
P4Resolved3.04 hr2.3 daysMet
ALD104-10016103 Feb 2026Incident · excludedRetention change
Backup · ML · Site 2
P3Closed——n/a
ALD104-10016024 Jan 2026IncidentSite offline
Network · AB · Head Office
P3Resolved2.01 hr10.6 hrMet
ALD104-10015923 Jan 2026Service RequestSuspicious sign-in review
Security · ML · Remote
P3Resolved3.37 hr1.2 daysMet
ALD104-10015816 Jan 2026IncidentLeaver process
User admin · BK · Remote
P2Closed0.87 hr22.7 hrMet
ALD104-10015715 Jan 2026Planned Install · excludedReplacement keyboard
Hardware · AB · Head Office
P3Closed——n/a
ALD104-10015614 Jan 2026ChangeDistribution list change
Email · BK · Remote
P4Resolved2.36 hr2.3 hrMet
ALD104-10015509 Jan 2026Project · excludedRetention change
Backup · ML · Branch
P3Resolved——n/a
ALD104-10015405 Jan 2026Service RequestSwitch port fault
Network · AB · Head Office
P3Resolved1.11 hr6.3 hrMet
ALD104-10015302 Jan 2026Service RequestTeams sign-in loop
Microsoft 365 · KB · Head Office
P3Closed——n/a
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.