SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 35 records in this selection sit outside that — quotes, projects and planned installs, plus 22 calls billed time and materials. They stay visible for volume context.
Service performance
117 eligible records in this yearAverage first response
6.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
86.7%
15 call(s) over the 8-hour target
First-time fix
62.4%
Where the source records the field
Volume
Contract calls
117
152 calls logged in the period
Off contract
22
£3,956.25 chargeable
Open / closed
3 / 149
Across the selected period
Data-quality gaps
4
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
117
records
- Telephony17
- Email16
- Network14
- Printing13
- Line of business app13
- Hardware11
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 117 | 6.58 hr | 86.7% | 15 | 35 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 15 | 8.36 hr | 73% | 4 |
| Daniel Blacker | 13 | 16.30 hr | 83% | 2 |
| Karen Taylor | 12 | 2.12 hr | 90% | 1 |
| Stacey Thomas | 11 | 1.84 hr | 100% | 0 |
| Chloe Dempsey | 11 | 2.75 hr | 91% | 1 |
| Damian Armstrong | 10 | 1.83 hr | 100% | 0 |
| Kelly Gregory | 9 | 16.67 hr | 88% | 1 |
| Phil Jenkins | 7 | 1.04 hr | 100% | 0 |
| Julie Herbert | 7 | 14.98 hr | 71% | 2 |
| Rachael Parkin | 6 | 6.18 hr | 67% | 2 |
| Aiden Higgins | 6 | 3.20 hr | 83% | 1 |
| (Not recorded) | 5 | 5.14 hr | 80% | 1 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 140.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308875 | Daniel Blacker | Lenovo ThinkCentre M70q | 2026-05-08 12:59 | 148.04 hr | +140.0 | AB | New extension setup |
| 308856 | Kelly Gregory | Samsung Galaxy S23 | 2026-04-06 13:21 | 123.59 hr | +115.6 | BK | SharePoint permission request |
| 308891 | Julie Herbert | Dell OptiPlex 3050 | 2026-05-29 12:46 | 79.91 hr | +71.9 | ML | Spoofed email reported |
| 308921 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-07-09 10:59 | 46.72 hr | +38.7 | TAG | Site offline |
| 308916 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-07-02 11:02 | 41.01 hr | +33.0 | SE | Backup capacity review |
| 308907 | Daniel Blacker | Dell Latitude 7420 | 2026-06-19 12:26 | 28.96 hr | +21.0 | KB | Permission change |
| 308816 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-01-30 12:24 | 17.98 hr | +10.0 | KB | Mailbox delegation |
| 308882 | Karen Taylor | HP ProBook 450 G6 | 2026-05-19 15:45 | 15.79 hr | +7.8 | BK | Database timeout |
| 308919 | Rachael Parkin | Samsung Galaxy A54 | 2026-07-06 08:10 | 11.97 hr | +4.0 | KB | Wi-Fi dropouts in warehouse |
| 308812 | Rachael Parkin | HP ProBook 450 G6 | 2026-01-23 10:08 | 11.79 hr | +3.8 | ML | Permission change |
| 308852 | Julie Herbert | Fortinet FortiGate 60F | 2026-04-01 10:11 | 11.30 hr | +3.3 | TAG | MFA reset |
| 308861 | Aiden Higgins | Apple MacBook Pro 14 | 2026-04-13 13:03 | 11.06 hr | +3.1 | KB | Screen flickering |
| 308924 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-07-13 16:50 | 10.11 hr | +2.1 | ML | MFA reset |
| 308896 | Anne-Marie Cable | Dell Latitude 7420 | 2026-06-08 17:36 | 8.29 hr | +0.3 | BK | Site offline |
| 308857 | Chloe Dempsey | Apple MacBook Air M2 | 2026-04-07 10:02 | 8.02 hr | +0.0 | KB | Handset registration |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Chloe Dempsey | Telephony | 6 | 27 Mar 2026 – 24 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 12 Jan 2026 – 17 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 20 Jan 2026 – 19 Apr 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 21 Apr 2026 – 13 Jul 2026 |
| Rachael Parkin | Email / Microsoft 365 | 3 | 05 Jan 2026 – 04 Aug 2026 |
| Chloe Dempsey | Hardware | 3 | 09 Jan 2026 – 29 Jul 2026 |
| Anne-Marie Cable | Line of business app | 3 | 20 Jan 2026 – 06 Aug 2026 |
| Karen Taylor | Hardware | 3 | 25 Feb 2026 – 23 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Printing | 3 | 05 Feb 2026 – 18 Aug 2026 |
| Fortinet FortiGate 60F | Monitoring / server / security | 3 | 18 Mar 2026 – 04 Jun 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 3 | 19 Mar 2026 – 15 Jun 2026 |
| Apple MacBook Air M2 | Telephony | 3 | 07 Apr 2026 – 24 Jun 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 30 Apr 2026 – 03 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 3 | 18 May 2026 – 19 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
152 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ALD163-100473 | 25 Aug 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P3 | Closed | 4.20 hr | 1.7 days | Met |
| ALD163-100472 | 24 Aug 2026 | Incident | Handset registration Telephony · ML · Branch | P3 | Closed | 0.98 hr | 1.5 days | Met |
| ALD163-100471 | 21 Aug 2026 | Service Request · excluded | Backup job failed Backup · TAG · Remote | P3 | Open | — | — | n/a |
| ALD163-100470 | 19 Aug 2026 | Change | Distribution list change Email · TAG · Head Office | P3 | Resolved | 1.70 hr | 4.3 hr | Met |
| ALD163-100469 | 19 Aug 2026 | Service Request · excluded | Message quarantined Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| ALD163-100468 | 18 Aug 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Resolved | 0.23 hr | 1.8 days | Met |
| ALD163-100467 | 17 Aug 2026 | Incident | Restore request Backup · TAG · Branch | P3 | Resolved | 0.36 hr | 2.3 days | Met |
| ALD163-100466 | 14 Aug 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Closed | 5.21 hr | 1.2 days | Met |
| ALD163-100465 | 13 Aug 2026 | Quote · excluded | Message quarantined Email · AB · Head Office | P3 | Open | — | — | n/a |
| ALD163-100464 | 11 Aug 2026 | Incident | Leaver process User admin · KB · Branch | P3 | Resolved | 1.34 hr | 1.9 hr | Met |
| ALD163-100463 | 06 Aug 2026 | Change | Report not generating Line of business app · AB · Site 2 | P3 | Resolved | 0.23 hr | 2.4 days | Met |
| ALD163-100462 | 05 Aug 2026 | Incident | Site offline Network · AB · Head Office | P2 | Closed | 0.54 hr | 23.3 hr | Met |
| ALD163-100461 | 04 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 6.76 hr | 2.1 days | Met |
| ALD163-100460 | 04 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Site 2 | P2 | Closed | — | — | n/a |
| ALD163-100459 | 03 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | Resolved | 2.22 hr | 1.4 days | Met |
| ALD163-100458 | 02 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Site 2 | P4 | In Progress | — | — | n/a |
| ALD163-100457 | 31 Jul 2026 | Incident · excluded | Restore request Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| ALD163-100456 | 30 Jul 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P4 | Closed | 1.27 hr | 1.0 days | Met |
| ALD163-100455 | 29 Jul 2026 | Change | Screen flickering Hardware · ML · Head Office | P4 | Closed | 4.79 hr | 2.7 hr | Met |
| ALD163-100454 | 24 Jul 2026 | Incident | Handset registration Telephony · BK · Remote | P2 | Closed | 5.43 hr | 1.1 days | Met |
| ALD163-100453 | 20 Jul 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P4 | Closed | 1.36 hr | 1.3 hr | Met |
| ALD163-100452 | 17 Jul 2026 | Incident · excluded | Name change request User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100451 | 16 Jul 2026 | Incident · excluded | Slow VPN Network · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100450 | 13 Jul 2026 | Incident | MFA reset Security · ML · Head Office | P1 | Resolved | 10.11 hr | 1.7 hr | Missed |
| ALD163-100449 | 12 Jul 2026 | Service Request | Toner replacement Printing · BK · Site 2 | P3 | Resolved | 0.42 hr | 1.8 days | Met |
| ALD163-100448 | 10 Jul 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P2 | Resolved | 1.35 hr | 2.0 days | Met |
| ALD163-100447 | 09 Jul 2026 | Service Request | Site offline Network · TAG · Head Office | P3 | Resolved | 46.72 hr | 1.9 days | Missed |
| ALD163-100446 | 08 Jul 2026 | Service Request | New starter setup User admin · KB · Head Office | P3 | Resolved | 1.37 hr | 2.3 days | Met |
| ALD163-100445 | 06 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | 11.97 hr | 2.0 days | Missed |
| ALD163-100444 | 05 Jul 2026 | Planned Install · excluded | Application crash on launch Line of business app · SE · Branch | P4 | Resolved | — | — | n/a |
| ALD163-100443 | 05 Jul 2026 | Service Request | New extension setup Telephony · ML · Head Office | P3 | Resolved | 0.13 hr | 2.4 days | Met |
| ALD163-100442 | 02 Jul 2026 | Incident | Backup capacity review Backup · SE · Remote | P3 | Resolved | 41.01 hr | 1.8 days | Missed |
| ALD163-100441 | 29 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100440 | 26 Jun 2026 | Project · excluded | Permission change User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100439 | 25 Jun 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| ALD163-100438 | 24 Jun 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Resolved | 1.18 hr | 1.8 hr | Met |
| ALD163-100437 | 24 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | 0.14 hr | 1.3 days | Met |
| ALD163-100436 | 23 Jun 2026 | Service Request | Toner replacement Printing · ML · Head Office | P3 | Resolved | 7.21 hr | 11.6 hr | Met |
| ALD163-100435 | 23 Jun 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 0.72 hr | 21.1 hr | Met |
| ALD163-100434 | 22 Jun 2026 | Service Request | New extension setup Telephony · BK · Site 2 | P2 | Closed | — | — | n/a |
| ALD163-100433 | 19 Jun 2026 | Change | Permission change User admin · KB · Branch | P3 | Closed | 28.96 hr | 1.6 days | Missed |
| ALD163-100432 | 18 Jun 2026 | Incident | Mailbox delegation Email · ML · Remote | P3 | Closed | 1.10 hr | 1.3 days | Met |
| ALD163-100431 | 17 Jun 2026 | Incident | Distribution list change Email · AB · Head Office | P3 | Closed | 2.06 hr | 1.8 hr | Met |
| ALD163-100430 | 17 Jun 2026 | Service Request | New starter setup User admin · BK · Branch | P4 | Closed | 1.15 hr | 1.3 days | Met |
| ALD163-100429 | 16 Jun 2026 | Incident | Printer offline Printing · SE · Site 2 | P4 | Closed | 0.39 hr | 1.9 days | Met |
| ALD163-100428 | 15 Jun 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Resolved | 0.50 hr | 1.9 days | Met |
| ALD163-100427 | 14 Jun 2026 | Service Request | Call quality issue Telephony · TAG · Branch | P2 | Resolved | 0.89 hr | 15.2 hr | Met |
| ALD163-100426 | 14 Jun 2026 | Service Request · excluded | New starter setup User admin · BK · Branch | P3 | Resolved | — | — | n/a |
| ALD163-100425 | 12 Jun 2026 | Service Request | Restore request Backup · SE · Remote | P2 | Closed | 7.85 hr | 2.1 days | Met |
| ALD163-100424 | 11 Jun 2026 | Service Request | New printer driver rollout Printing · ML · Remote | P3 | Closed | 1.05 hr | 20.5 hr | Met |
| ALD163-100423 | 09 Jun 2026 | Service Request | Message quarantined Email · BK · Head Office | P3 | Resolved | 0.39 hr | 12.0 hr | Met |
| ALD163-100422 | 08 Jun 2026 | Service Request | Site offline Network · BK · Head Office | P4 | Resolved | 8.29 hr | 12.0 hr | Missed |
| ALD163-100421 | 05 Jun 2026 | Incident | New starter setup User admin · TAG · Remote | P4 | Closed | 1.91 hr | 1.2 days | Met |
| ALD163-100420 | 04 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Branch | P3 | Resolved | 0.83 hr | 9.1 hr | Met |
| ALD163-100419 | 03 Jun 2026 | Incident | Spoofed email reported Email · AB · Site 2 | P4 | Resolved | 1.37 hr | 2.5 days | Met |
| ALD163-100418 | 01 Jun 2026 | Service Request | Voicemail not delivering Telephony · AB · Branch | P3 | Closed | 0.65 hr | 15.6 hr | Met |
| ALD163-100417 | 29 May 2026 | Incident | Spoofed email reported Email · ML · Branch | P3 | Resolved | 79.91 hr | 2.1 days | Missed |
| ALD163-100416 | 29 May 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 1.08 hr | 11.8 hr | Met |
| ALD163-100415 | 28 May 2026 | Service Request | Message quarantined Email · KB · Site 2 | P3 | Closed | 0.94 hr | 1.3 days | Met |
| ALD163-100414 | 26 May 2026 | Incident | Permission change User admin · BK · Site 2 | P3 | Resolved | 0.52 hr | 0.5 hr | Met |
| ALD163-100413 | 25 May 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P4 | Closed | 4.33 hr | 1.8 days | Met |
| ALD163-100412 | 22 May 2026 | Change | Permission change User admin · ML · Remote | P3 | Closed | 2.04 hr | 23.5 hr | Met |
| ALD163-100411 | 21 May 2026 | Service Request | Message quarantined Email · AB · Head Office | P4 | Resolved | 0.84 hr | 1.4 hr | Met |
| ALD163-100410 | 21 May 2026 | Incident | Restore request Backup · AB · Head Office | P3 | Closed | 1.12 hr | 2.1 days | Met |
| ALD163-100409 | 20 May 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Closed | 1.16 hr | 1.4 days | Met |
| ALD163-100408 | 19 May 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Closed | 15.79 hr | 2.0 days | Missed |
| ALD163-100407 | 18 May 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Branch | P3 | Closed | 0.90 hr | 2.1 days | Met |
| ALD163-100406 | 15 May 2026 | Change · excluded | Database timeout Line of business app · TAG · Branch | P2 | Resolved | — | — | n/a |
| ALD163-100405 | 13 May 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 1.43 hr | 14.2 hr | Met |
| ALD163-100404 | 12 May 2026 | Service Request | Message quarantined Email · TAG · Head Office | P4 | Closed | 1.34 hr | 18.5 hr | Met |
| ALD163-100403 | 12 May 2026 | Quote · excluded | Message quarantined Email · SE · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100402 | 11 May 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 1.25 hr | 8.3 hr | Met |
| ALD163-100401 | 08 May 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Closed | 148.04 hr | 3.9 hr | Missed |
| ALD163-100400 | 07 May 2026 | Service Request · excluded | Spoofed email reported Email · SE · Branch | P2 | Resolved | — | — | n/a |
| ALD163-100399 | 06 May 2026 | Change | Distribution list change Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| ALD163-100398 | 05 May 2026 | Change | OneDrive sync conflict Microsoft 365 · AB · Head Office | P1 | Resolved | 7.48 hr | 8.5 hr | Met |
| ALD163-100397 | 04 May 2026 | Incident | Toner replacement Printing · AB · Remote | P2 | Closed | 0.69 hr | 1.4 days | Met |
| ALD163-100396 | 30 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 2.40 hr | 2.2 days | Met |
| ALD163-100395 | 29 Apr 2026 | Service Request · excluded | Site offline Network · BK · Branch | P3 | Resolved | — | — | n/a |
| ALD163-100394 | 27 Apr 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100393 | 27 Apr 2026 | Change | Scan to email failing Printing · TAG · Remote | P3 | Closed | 0.55 hr | 17.5 hr | Met |
| ALD163-100392 | 24 Apr 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 6.20 hr | 1.0 days | Met |
| ALD163-100391 | 23 Apr 2026 | Incident · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100390 | 21 Apr 2026 | Service Request | Switch port fault Network · BK · Remote | P2 | Resolved | 0.15 hr | 0.9 hr | Met |
| ALD163-100389 | 19 Apr 2026 | Incident | Site offline Network · ML · Remote | P3 | Closed | 0.14 hr | 22.4 hr | Met |
| ALD163-100388 | 17 Apr 2026 | Incident | Mailbox delegation Email · AB · Head Office | P3 | Closed | 3.29 hr | 10.6 hr | Met |
| ALD163-100387 | 13 Apr 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P4 | Closed | 11.06 hr | 15.0 hr | Missed |
| ALD163-100386 | 10 Apr 2026 | Change | Permission change User admin · BK · Head Office | P4 | Closed | 0.17 hr | 16.7 hr | Met |
| ALD163-100385 | 09 Apr 2026 | Quote · excluded | Message quarantined Email · TAG · Remote | P3 | Closed | — | — | n/a |
| ALD163-100384 | 08 Apr 2026 | Incident · excluded | Switch port fault Network · KB · Branch | P4 | Resolved | — | — | n/a |
| ALD163-100383 | 07 Apr 2026 | Incident | Handset registration Telephony · KB · Site 2 | P3 | Closed | 8.02 hr | 1.7 days | Missed |
| ALD163-100382 | 06 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Remote | P3 | Closed | 123.59 hr | 2.1 days | Missed |
| ALD163-100381 | 06 Apr 2026 | Incident · excluded | Spoofed email reported Email · AB · Branch | P2 | Closed | — | — | n/a |
| ALD163-100380 | 03 Apr 2026 | Incident | MFA reset Security · SE · Remote | P2 | Resolved | 1.46 hr | 21.6 hr | Met |
| ALD163-100379 | 02 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Resolved | 0.77 hr | 12.2 hr | Met |
| ALD163-100378 | 01 Apr 2026 | Service Request | MFA reset Security · TAG · Branch | P2 | Closed | 11.30 hr | 23.6 hr | Missed |
| ALD163-100377 | 31 Mar 2026 | Service Request | Laptop will not boot Hardware · AB · Site 2 | P4 | Closed | 0.90 hr | 2.3 days | Met |
| ALD163-100376 | 30 Mar 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P2 | Closed | 0.97 hr | 5.9 hr | Met |
| ALD163-100375 | 27 Mar 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 0.38 hr | 11.8 hr | Met |
| ALD163-100374 | 26 Mar 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Resolved | 0.52 hr | 2.2 days | Met |
| ALD163-100373 | 25 Mar 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Closed | 0.69 hr | 2.4 days | Met |
| ALD163-100372 | 24 Mar 2026 | Service Request · excluded | Switch port fault Network · SE · Branch | P3 | Closed | — | — | n/a |
| ALD163-100371 | 23 Mar 2026 | Service Request | Backup job failed Backup · SE · Head Office | P4 | Closed | 1.32 hr | 23.6 hr | Met |
| ALD163-100370 | 19 Mar 2026 | Service Request | Suspicious sign-in review Security · KB · Remote | P4 | Resolved | 1.09 hr | 2.0 days | Met |
| ALD163-100369 | 18 Mar 2026 | Service Request | Phishing report triage Security · AB · Branch | P3 | Closed | — | — | n/a |
| ALD163-100368 | 17 Mar 2026 | Incident | Printer offline Printing · SE · Branch | P3 | Closed | 0.34 hr | 2.0 days | Met |
| ALD163-100367 | 13 Mar 2026 | Incident | Slow VPN Network · BK · Head Office | P3 | Resolved | 0.35 hr | 1.4 days | Met |
| ALD163-100366 | 13 Mar 2026 | Change | Site offline Network · AB · Head Office | P2 | Closed | 1.19 hr | 1.7 days | Met |
| ALD163-100365 | 11 Mar 2026 | Incident | Permission change User admin · SE · Head Office | P4 | Closed | 0.09 hr | 23.6 hr | Met |
| ALD163-100364 | 05 Mar 2026 | Incident | MFA reset Security · TAG · Remote | P2 | Resolved | 5.07 hr | 19.3 hr | Met |
| ALD163-100363 | 04 Mar 2026 | Service Request | Handset registration Telephony · AB · Head Office | P4 | Closed | 0.49 hr | 2.4 days | Met |
| ALD163-100362 | 03 Mar 2026 | Project · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD163-100361 | 02 Mar 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Closed | 0.91 hr | 10.1 hr | Met |
| ALD163-100360 | 27 Feb 2026 | Incident | Report not generating Line of business app · SE · Remote | P3 | Closed | 0.22 hr | 0.5 hr | Met |
| ALD163-100359 | 26 Feb 2026 | Quote · excluded | Message quarantined Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100358 | 25 Feb 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P2 | Resolved | 0.28 hr | 21.6 hr | Met |
| ALD163-100357 | 23 Feb 2026 | Incident · excluded | Spoofed email reported Email · KB · Head Office | P2 | Closed | — | — | n/a |
| ALD163-100356 | 23 Feb 2026 | Incident · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | — | — | n/a |
| ALD163-100355 | 21 Feb 2026 | Service Request · excluded | Endpoint alert investigation Security · KB · Branch | P2 | Resolved | — | — | n/a |
| ALD163-100354 | 19 Feb 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Resolved | 2.24 hr | 2.4 days | Met |
| ALD163-100353 | 18 Feb 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P4 | Closed | 1.54 hr | 22.2 hr | Met |
| ALD163-100352 | 17 Feb 2026 | Incident · excluded | Name change request User admin · ML · Branch | P3 | Closed | — | — | n/a |
| ALD163-100351 | 13 Feb 2026 | Planned Install · excluded | New printer driver rollout Printing · TAG · Site 2 | P2 | Closed | — | — | n/a |
| ALD163-100350 | 11 Feb 2026 | Project · excluded | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | — | — | n/a |
| ALD163-100349 | 09 Feb 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P2 | Resolved | 2.26 hr | 9.3 hr | Met |
| ALD163-100348 | 06 Feb 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Resolved | 5.45 hr | 1.5 days | Met |
| ALD163-100347 | 05 Feb 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P4 | Closed | 0.48 hr | 1.4 days | Met |
| ALD163-100346 | 05 Feb 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | 3.40 hr | 1.5 days | Met |
| ALD163-100345 | 04 Feb 2026 | Change | Report not generating Line of business app · ML · Remote | P3 | Closed | 0.48 hr | 1.6 hr | Met |
| ALD163-100344 | 02 Feb 2026 | Service Request | Slow VPN Network · AB · Site 2 | P3 | Closed | 0.27 hr | 2.4 days | Met |
| ALD163-100343 | 01 Feb 2026 | Incident | Backup job failed Backup · AB · Branch | P3 | Closed | 1.12 hr | 1.1 days | Met |
| ALD163-100342 | 30 Jan 2026 | Incident | Mailbox delegation Email · KB · Head Office | P2 | Resolved | 17.98 hr | 2.0 days | Missed |
| ALD163-100341 | 29 Jan 2026 | Change | New extension setup Telephony · ML · Head Office | P4 | Closed | 1.43 hr | 5.7 hr | Met |
| ALD163-100340 | 27 Jan 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| ALD163-100339 | 26 Jan 2026 | Planned Install · excluded | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| ALD163-100338 | 23 Jan 2026 | Service Request | Permission change User admin · ML · Remote | P3 | Closed | 11.79 hr | 1.3 days | Missed |
| ALD163-100337 | 22 Jan 2026 | Incident · excluded | Permission change User admin · BK · Head Office | P3 | Resolved | — | — | n/a |
| ALD163-100336 | 21 Jan 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 2.64 hr | 10.7 hr | Met |
| ALD163-100335 | 20 Jan 2026 | Service Request | Slow VPN Network · SE · Remote | P2 | Closed | 0.43 hr | 2.3 days | Met |
| ALD163-100334 | 20 Jan 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 3.13 hr | 2.1 days | Met |
| ALD163-100333 | 18 Jan 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Resolved | 5.55 hr | 1.6 days | Met |
| ALD163-100332 | 16 Jan 2026 | Quote · excluded | MFA reset Security · AB · Branch | P3 | Closed | — | — | n/a |
| ALD163-100331 | 15 Jan 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P4 | Resolved | 1.46 hr | 1.4 days | Met |
| ALD163-100330 | 14 Jan 2026 | Service Request · excluded | Site offline Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| ALD163-100329 | 12 Jan 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 1.09 hr | 2.2 days | Met |
| ALD163-100328 | 09 Jan 2026 | Service Request | Laptop will not boot Hardware · AB · Branch | P2 | Resolved | 0.75 hr | 1.2 days | Met |
| ALD163-100327 | 06 Jan 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P4 | Resolved | 1.08 hr | 18.1 hr | Met |
| ALD163-100326 | 05 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Branch | P4 | Closed | 0.41 hr | 2.3 days | Met |
| ALD163-100325 | 04 Jan 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P4 | Closed | 3.59 hr | 2.0 days | Met |
| ALD163-100324 | 02 Jan 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Closed | 2.19 hr | 1.7 days | Met |
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.