SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 217 records in this selection sit outside that — quotes, projects and planned installs, plus 97 calls billed time and materials. They stay visible for volume context.
Service performance
599 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.5%
55 call(s) over the 8-hour target
First-time fix
71.1%
Where the source records the field
Volume
Contract calls
599
816 calls logged in the period
Off contract
97
£28,408.5 chargeable
Open / closed
19 / 797
Across the selected period
Data-quality gaps
21
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
599
records
- Line of business app75
- Microsoft 36566
- Security64
- Email62
- Network62
- Backup59
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 599 | 4.23 hr | 90.5% | 55 | 217 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Karen Taylor | 93 | 2.77 hr | 91% | 8 |
| Anne-Marie Cable | 67 | 3.04 hr | 95% | 3 |
| Stacey Thomas | 65 | 5.53 hr | 89% | 7 |
| Kelly Gregory | 57 | 3.62 hr | 92% | 4 |
| Chloe Dempsey | 52 | 3.37 hr | 96% | 2 |
| Barry Ebbs | 42 | 7.09 hr | 86% | 6 |
| (Not recorded) | 41 | 4.66 hr | 90% | 4 |
| Daniel Blacker | 40 | 6.82 hr | 84% | 6 |
| Damian Armstrong | 38 | 5.50 hr | 84% | 6 |
| Rachael Parkin | 32 | 3.83 hr | 88% | 4 |
| Aiden Higgins | 27 | 1.55 hr | 100% | 0 |
| Phil Jenkins | 24 | 3.68 hr | 88% | 3 |
55 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 134.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305329 | Barry Ebbs | Dell OptiPlex 7010 | 2026-03-04 12:16 | 142.79 hr | +134.8 | BK | SharePoint permission request |
| 305914 | Stacey Thomas | Dell OptiPlex 3050 | 2026-08-24 13:24 | 109.09 hr | +101.1 | KB | MFA reset |
| 305872 | Daniel Blacker | WatchGuard T85-W | 2026-08-11 09:54 | 69.53 hr | +61.5 | ML | Handset registration |
| 305333 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-03-05 15:00 | 55.80 hr | +47.8 | BK | Permission change |
| 305304 | Stacey Thomas | Dell Latitude 5440 | 2026-02-26 13:49 | 46.96 hr | +39.0 | BK | Toner replacement |
| 305288 | Kelly Gregory | Samsung Galaxy S23 | 2026-02-23 09:12 | 46.48 hr | +38.5 | TAG | Printer offline |
| 305468 | Daniel Blacker | Apple MacBook Pro 14 | 2026-04-13 15:54 | 46.45 hr | +38.5 | ML | New starter setup |
| 305895 | Damian Armstrong | Apple MacBook Pro 14 | 2026-08-18 15:27 | 45.84 hr | +37.8 | SE | Database timeout |
| 305547 | (Not recorded) | Dell Latitude E7470 | 2026-05-04 09:25 | 42.41 hr | +34.4 | KB | New printer driver rollout |
| 305397 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-03-26 17:28 | 42.07 hr | +34.1 | KB | Application crash on launch |
| 305221 | Stacey Thomas | HP ProBook 450 G6 | 2026-02-03 12:06 | 41.41 hr | +33.4 | ML | Database timeout |
| 305874 | Daniel Blacker | Samsung Galaxy A54 | 2026-08-12 10:00 | 40.95 hr | +33.0 | SE | Message quarantined |
| 305406 | Julie Herbert | Apple MacBook Pro 14 | 2026-03-28 08:29 | 37.55 hr | +29.6 | ML | New starter setup |
| 305113 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-01-03 16:42 | 36.26 hr | +28.3 | TAG | Message quarantined |
| 305892 | Julie Herbert | HP ProDesk 400 G7 | 2026-08-17 15:03 | 33.63 hr | +25.6 | TAG | Application crash on launch |
| 305896 | Damian Armstrong | Apple MacBook Pro 14 | 2026-08-18 09:57 | 30.60 hr | +22.6 | ML | Name change request |
| 305104 | Phil Jenkins | Dell OptiPlex 7010 | 2026-01-01 11:02 | 30.25 hr | +22.3 | AB | Spoofed email reported |
| 305401 | Rachael Parkin | Samsung Galaxy S23 | 2026-03-27 11:08 | 27.43 hr | +19.4 | BK | Database timeout |
| 305476 | (Not recorded) | Dell OptiPlex 3050 | 2026-04-16 12:45 | 26.26 hr | +18.3 | KB | Printer offline |
| 305882 | Damian Armstrong | HP ProBook 450 G6 | 2026-08-13 14:42 | 25.05 hr | +17.1 | ML | Database timeout |
| 305142 | Karen Taylor | Samsung Galaxy S23 | 2026-01-12 13:05 | 21.58 hr | +13.6 | AB | Phishing report triage |
| 305886 | Barry Ebbs | Dell Latitude 5440 | 2026-08-14 15:25 | 19.92 hr | +11.9 | ML | New starter setup |
| 305287 | Daniel Blacker | Apple iPhone 14 | 2026-02-23 09:56 | 19.29 hr | +11.3 | ML | Endpoint alert investigation |
| 305266 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-02-13 17:55 | 19.22 hr | +11.2 | SE | Switch port fault |
| 305436 | Rachael Parkin | Dell Latitude 7420 | 2026-04-03 12:09 | 17.87 hr | +9.9 | AB | Report not generating |
| 305195 | Barry Ebbs | HP ProDesk 400 G7 | 2026-01-27 15:20 | 15.67 hr | +7.7 | KB | Site offline |
| 305905 | Phil Jenkins | WatchGuard T85-W | 2026-08-21 10:54 | 14.90 hr | +6.9 | KB | Call quality issue |
| 305120 | Chloe Dempsey | Dell Latitude 5440 | 2026-01-07 16:15 | 14.71 hr | +6.7 | AB | Retention change |
| 305769 | Anne-Marie Cable | Dell Latitude 7420 | 2026-07-07 17:24 | 14.34 hr | +6.3 | TAG | New starter setup |
| 305501 | Kelly Gregory | Apple iPhone 14 | 2026-04-21 14:47 | 14.12 hr | +6.1 | SE | Docking station not detected |
| 305383 | Daniel Blacker | Dell Latitude 5440 | 2026-03-20 12:18 | 13.33 hr | +5.3 | BK | Scan to email failing |
| 305893 | Damian Armstrong | Samsung Galaxy S23 | 2026-08-18 08:17 | 11.91 hr | +3.9 | BK | Phishing report triage |
| 305676 | Damian Armstrong | Apple MacBook Pro 14 | 2026-06-11 11:52 | 11.61 hr | +3.6 | BK | Teams sign-in loop |
| 305384 | Karen Taylor | Dell OptiPlex 3050 | 2026-03-23 13:48 | 11.55 hr | +3.5 | ML | Phishing report triage |
| 305489 | Karen Taylor | Dell OptiPlex 3050 | 2026-04-19 09:50 | 11.21 hr | +3.2 | ML | Backup job failed |
| 305471 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-04-14 15:26 | 10.90 hr | +2.9 | AB | SharePoint permission request |
| 305865 | (Not recorded) | Apple MacBook Pro 14 | 2026-08-10 13:19 | 10.90 hr | +2.9 | SE | New extension setup |
| 305398 | Daniel Blacker | HP ProDesk 400 G7 | 2026-03-26 15:47 | 10.75 hr | +2.8 | AB | SharePoint permission request |
| 305422 | Karen Taylor | Samsung Galaxy A54 | 2026-04-01 13:59 | 10.66 hr | +2.7 | BK | Docking station not detected |
| 305650 | Stacey Thomas | Samsung Galaxy S23 | 2026-06-05 10:33 | 10.66 hr | +2.7 | BK | Voicemail not delivering |
| 305542 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-05-01 10:53 | 10.62 hr | +2.6 | BK | Retention change |
| 305742 | Damian Armstrong | HP EliteBook 840 G9 | 2026-06-30 09:46 | 10.55 hr | +2.5 | AB | Outlook not syncing |
| 305568 | Karen Taylor | Dell Latitude 5440 | 2026-05-12 14:00 | 10.53 hr | +2.5 | BK | Backup capacity review |
| 305837 | Barry Ebbs | Apple MacBook Pro 14 | 2026-07-28 13:57 | 10.30 hr | +2.3 | KB | Slow VPN |
| 305257 | Barry Ebbs | Apple MacBook Pro 14 | 2026-02-12 09:05 | 10.28 hr | +2.3 | BK | Leaver process |
| 305603 | Rachael Parkin | Dell Latitude E7470 | 2026-05-26 10:08 | 10.16 hr | +2.2 | ML | Screen flickering |
| 305105 | Phil Jenkins | Dell Latitude 5440 | 2026-01-01 08:00 | 9.66 hr | +1.7 | SE | Spoofed email reported |
| 305505 | Karen Taylor | Dell OptiPlex 3050 | 2026-04-22 08:24 | 9.60 hr | +1.6 | BK | SharePoint permission request |
| 305514 | Stacey Thomas | Dell Latitude E7470 | 2026-04-27 11:07 | 9.60 hr | +1.6 | BK | Phishing report triage |
| 305192 | Karen Taylor | Dell Latitude 7420 | 2026-01-24 13:48 | 9.52 hr | +1.5 | TAG | Handset registration |
| 305815 | Karen Taylor | Brother MFC-L8690 | 2026-07-21 13:44 | 9.42 hr | +1.4 | SE | Mailbox delegation |
| 305732 | Kelly Gregory | Ubiquiti UAP-AC-PRO | 2026-06-28 17:08 | 9.21 hr | +1.2 | ML | Database timeout |
| 305660 | Stacey Thomas | Dell Latitude E7470 | 2026-06-08 08:26 | 8.94 hr | +0.9 | KB | Application crash on launch |
| 305444 | Barry Ebbs | Apple MacBook Pro 14 | 2026-04-07 14:22 | 8.24 hr | +0.2 | ML | Slow VPN |
| 305346 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-03-10 11:47 | 8.11 hr | +0.1 | ML | Switch port fault |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 22 | 14 Jan 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 20 | 02 Jan 2026 – 18 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 16 | 02 Jan 2026 – 31 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 16 | 05 Jan 2026 – 24 Aug 2026 |
| Karen Taylor | Line of business app | 15 | 02 Jan 2026 – 16 Jul 2026 |
| Damian Armstrong | Email / Microsoft 365 | 15 | 30 Jan 2026 – 11 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 14 | 05 Jan 2026 – 28 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 14 | 08 Jan 2026 – 13 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Email / Microsoft 365 | 15 | 09 Jan 2026 – 13 Aug 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 13 | 05 Jan 2026 – 07 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 12 | 01 Jan 2026 – 20 Aug 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 12 | 05 Jan 2026 – 17 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 11 | 07 Jan 2026 – 04 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 11 | 08 Jan 2026 – 30 Jun 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 11 | 20 Jan 2026 – 28 Jul 2026 |
| Dell Latitude 5440 | Line of business app | 11 | 19 Mar 2026 – 20 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
816 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ALD208-102566 | 25 Aug 2026 | Incident · excluded | Toner replacement Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| ALD208-102565 | 25 Aug 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Closed | 1.13 hr | 1.6 days | Met |
| ALD208-102564 | 25 Aug 2026 | Incident | Slow VPN Network · BK · Head Office | P2 | Open | — | — | n/a |
| ALD208-102563 | 25 Aug 2026 | Change | New starter setup User admin · AB · Remote | P1 | Resolved | 1.18 hr | 8.7 hr | Met |
| ALD208-102562 | 24 Aug 2026 | Service Request | MFA reset Security · KB · Head Office | P4 | Closed | 109.09 hr | 2.4 days | Missed |
| ALD208-102561 | 24 Aug 2026 | Quote · excluded | Backup job failed Backup · BK · Site 2 | P3 | Open | — | — | n/a |
| ALD208-102560 | 24 Aug 2026 | Incident · excluded | Voicemail not delivering Telephony · SE · Site 2 | P4 | In Progress | — | — | n/a |
| ALD208-102559 | 24 Aug 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| ALD208-102558 | 24 Aug 2026 | Service Request | Mailbox delegation Email · ML · Remote | P4 | Resolved | 2.78 hr | 3.4 hr | Met |
| ALD208-102557 | 24 Aug 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD208-102556 | 24 Aug 2026 | Service Request | Switch port fault Network · ML · Branch | P3 | Open | — | — | n/a |
| ALD208-102555 | 21 Aug 2026 | Planned Install · excluded | Screen flickering Hardware · ML · Remote | P3 | Open | — | — | n/a |
| ALD208-102554 | 21 Aug 2026 | Quote · excluded | Message quarantined Email · ML · Head Office | P4 | In Progress | — | — | n/a |
| ALD208-102553 | 21 Aug 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Closed | 14.90 hr | 11.3 hr | Missed |
| ALD208-102552 | 21 Aug 2026 | Incident | Retention change Backup · TAG · Head Office | P4 | Resolved | 0.15 hr | 14.7 hr | Met |
| ALD208-102551 | 20 Aug 2026 | Incident | Database timeout Line of business app · AB · Remote | P3 | Closed | 0.94 hr | 2.1 days | Met |
| ALD208-102550 | 20 Aug 2026 | Service Request | Retention change Backup · SE · Head Office | P2 | Open | — | — | n/a |
| ALD208-102549 | 20 Aug 2026 | Incident | Switch port fault Network · SE · Head Office | P2 | Closed | 0.42 hr | 1.4 days | Met |
| ALD208-102548 | 20 Aug 2026 | Service Request | Distribution list change Email · AB · Remote | P3 | Closed | — | — | n/a |
| ALD208-102547 | 20 Aug 2026 | Service Request | Phishing report triage Security · SE · Remote | P3 | Open | — | — | n/a |
| ALD208-102546 | 19 Aug 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Closed | 1.07 hr | 9.9 hr | Met |
| ALD208-102545 | 19 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | — | — | n/a |
| ALD208-102544 | 18 Aug 2026 | Service Request | Name change request User admin · ML · Head Office | P3 | Closed | 30.60 hr | 17.9 hr | Missed |
| ALD208-102543 | 18 Aug 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 45.84 hr | 20.7 hr | Missed |
| ALD208-102542 | 18 Aug 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 0.26 hr | 1.7 days | Met |
| ALD208-102541 | 18 Aug 2026 | Service Request | Phishing report triage Security · BK · Remote | P4 | Resolved | 11.91 hr | 1.7 hr | Missed |
| ALD208-102540 | 17 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P2 | Closed | 33.63 hr | 1.6 days | Missed |
| ALD208-102539 | 17 Aug 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 1.45 hr | 21.1 hr | Met |
| ALD208-102538 | 17 Aug 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Resolved | 4.88 hr | 1.8 days | Met |
| ALD208-102537 | 14 Aug 2026 | Project · excluded | Switch port fault Network · TAG · Head Office | P3 | Open | — | — | n/a |
| ALD208-102536 | 14 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 0.07 hr | 2.2 hr | Met |
| ALD208-102535 | 14 Aug 2026 | Quote · excluded | Name change request User admin · SE · Remote | P2 | In Progress | — | — | n/a |
| ALD208-102534 | 14 Aug 2026 | Incident | New starter setup User admin · ML · Head Office | P2 | Resolved | 19.92 hr | 1.6 days | Missed |
| ALD208-102533 | 14 Aug 2026 | Service Request | Printer offline Printing · ML · Branch | P1 | Resolved | 1.48 hr | 16.1 hr | Met |
| ALD208-102532 | 14 Aug 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P4 | Resolved | — | — | n/a |
| ALD208-102531 | 14 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P4 | Resolved | 0.13 hr | 2.0 days | Met |
| ALD208-102530 | 13 Aug 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P3 | Closed | 25.05 hr | 1.8 days | Missed |
| ALD208-102529 | 13 Aug 2026 | Service Request | Message quarantined Email · KB · Head Office | P2 | Resolved | 2.61 hr | 22.2 hr | Met |
| ALD208-102528 | 13 Aug 2026 | Incident | Site offline Network · KB · Head Office | P1 | Closed | 1.36 hr | 13.0 hr | Met |
| ALD208-102527 | 13 Aug 2026 | Incident | Handset registration Telephony · BK · Site 2 | P3 | Resolved | 1.48 hr | 1.7 days | Met |
| ALD208-102526 | 13 Aug 2026 | Incident | New starter setup User admin · BK · Head Office | P3 | Closed | 1.47 hr | 20.5 hr | Met |
| ALD208-102525 | 12 Aug 2026 | Incident · excluded | New extension setup Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| ALD208-102524 | 12 Aug 2026 | Change | Replacement keyboard Hardware · AB · Remote | P3 | Closed | 1.34 hr | 2.2 days | Met |
| ALD208-102523 | 12 Aug 2026 | Service Request · excluded | Laptop will not boot Hardware · AB · Branch | P4 | Resolved | — | — | n/a |
| ALD208-102522 | 12 Aug 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Resolved | 40.95 hr | 2.3 days | Missed |
| ALD208-102521 | 11 Aug 2026 | Change · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| ALD208-102520 | 11 Aug 2026 | Service Request | Handset registration Telephony · ML · Head Office | P4 | Closed | 69.53 hr | 1.3 days | Missed |
| ALD208-102519 | 11 Aug 2026 | Incident | Distribution list change Email · ML · Head Office | P3 | Resolved | 1.38 hr | 2.4 days | Met |
| ALD208-102518 | 11 Aug 2026 | Change | Name change request User admin · AB · Branch | P4 | Resolved | 1.20 hr | 1.1 days | Met |
| ALD208-102517 | 11 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 0.98 hr | 19.9 hr | Met |
| ALD208-102516 | 11 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| ALD208-102515 | 11 Aug 2026 | Project · excluded | New extension setup Telephony · AB · Head Office | P2 | In Progress | — | — | n/a |
| ALD208-102514 | 10 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Remote | P3 | Resolved | 0.23 hr | 2.1 days | Met |
| ALD208-102513 | 10 Aug 2026 | Service Request | New extension setup Telephony · SE · Head Office | P2 | Resolved | 10.90 hr | 1.6 days | Missed |
| ALD208-102512 | 10 Aug 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 1.53 hr | 6.7 hr | Met |
| ALD208-102511 | 10 Aug 2026 | Service Request | Toner replacement Printing · AB · Head Office | P4 | Resolved | 0.89 hr | 9.7 hr | Met |
| ALD208-102510 | 07 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Branch | P4 | Closed | 1.29 hr | 1.1 days | Met |
| ALD208-102509 | 07 Aug 2026 | Project · excluded | Toner replacement Printing · KB · Head Office | P3 | Open | — | — | n/a |
| ALD208-102508 | 07 Aug 2026 | Incident | Backup job failed Backup · TAG · Remote | P3 | Closed | 6.01 hr | 1.1 days | Met |
| ALD208-102507 | 06 Aug 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Closed | 1.42 hr | 17.9 hr | Met |
| ALD208-102506 | 05 Aug 2026 | Service Request | Switch port fault Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| ALD208-102505 | 05 Aug 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 5.40 hr | 1.6 days | Met |
| ALD208-102504 | 04 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| ALD208-102503 | 04 Aug 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 0.61 hr | 1.1 days | Met |
| ALD208-102502 | 03 Aug 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P1 | Closed | 1.00 hr | 5.8 hr | Met |
| ALD208-102501 | 31 Jul 2026 | Change | Handset registration Telephony · SE · Head Office | P4 | Resolved | 3.07 hr | 1.0 days | Met |
| ALD208-102500 | 31 Jul 2026 | Incident | Slow VPN Network · BK · Head Office | P2 | Closed | 2.17 hr | 1.1 days | Met |
| ALD208-102499 | 31 Jul 2026 | Planned Install · excluded | Docking station not detected Hardware · SE · Head Office | P4 | Open | — | — | n/a |
| ALD208-102498 | 31 Jul 2026 | Service Request | Site offline Network · BK · Branch | P3 | Closed | 0.89 hr | 2.0 days | Met |
| ALD208-102497 | 31 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 1.09 hr | 1.5 days | Met |
| ALD208-102496 | 31 Jul 2026 | Change | Suspicious sign-in review Security · ML · Branch | P1 | Resolved | 1.01 hr | 12.4 hr | Met |
| ALD208-102495 | 30 Jul 2026 | Incident | Phishing report triage Security · TAG · Remote | P3 | Closed | — | — | n/a |
| ALD208-102494 | 30 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Remote | P1 | Resolved | 2.97 hr | 1.3 hr | Met |
| ALD208-102493 | 29 Jul 2026 | Service Request | Report not generating Line of business app · BK · Remote | P4 | Closed | 5.90 hr | 1.5 days | Met |
| ALD208-102492 | 29 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Closed | 0.28 hr | 1.2 days | Met |
| ALD208-102491 | 29 Jul 2026 | Incident | Suspicious sign-in review Security · BK · Branch | P4 | Closed | 0.44 hr | 11.6 hr | Met |
| ALD208-102490 | 29 Jul 2026 | Incident | Restore request Backup · ML · Head Office | P3 | Resolved | 2.32 hr | 7.0 hr | Met |
| ALD208-102489 | 28 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Closed | 3.53 hr | 8.2 hr | Met |
| ALD208-102488 | 28 Jul 2026 | Service Request · excluded | Slow VPN Network · SE · Head Office | P4 | Resolved | — | — | n/a |
| ALD208-102487 | 28 Jul 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 0.71 hr | 18.5 hr | Met |
| ALD208-102486 | 28 Jul 2026 | Project · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| ALD208-102485 | 28 Jul 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 10.30 hr | 2.0 days | Missed |
| ALD208-102484 | 28 Jul 2026 | Incident | Database timeout Line of business app · TAG · Branch | P3 | Closed | 2.27 hr | 1.3 days | Met |
| ALD208-102483 | 28 Jul 2026 | Change | Leaver process User admin · SE · Head Office | P4 | Resolved | 0.27 hr | 18.1 hr | Met |
| ALD208-102482 | 27 Jul 2026 | Service Request | Suspicious sign-in review Security · SE · Site 2 | P3 | Closed | 4.79 hr | 1.3 days | Met |
| ALD208-102481 | 27 Jul 2026 | Incident | New extension setup Telephony · KB · Branch | P3 | Resolved | 0.77 hr | 2.4 days | Met |
| ALD208-102480 | 27 Jul 2026 | Service Request · excluded | Slow VPN Network · KB · Remote | P3 | Closed | — | — | n/a |
| ALD208-102479 | 24 Jul 2026 | Service Request | New extension setup Telephony · SE · Head Office | P1 | Closed | 1.17 hr | 15.0 hr | Met |
| ALD208-102478 | 24 Jul 2026 | Project · excluded | Restore request Backup · SE · Remote | P4 | Open | — | — | n/a |
| ALD208-102477 | 24 Jul 2026 | Change | Phishing report triage Security · TAG · Head Office | P3 | Closed | 0.36 hr | 2.0 days | Met |
| ALD208-102476 | 24 Jul 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P2 | In Progress | — | — | n/a |
| ALD208-102475 | 23 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Closed | 0.90 hr | 21.4 hr | Met |
| ALD208-102474 | 23 Jul 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P4 | Resolved | 1.29 hr | 1.9 days | Met |
| ALD208-102473 | 23 Jul 2026 | Change | Leaver process User admin · ML · Head Office | P3 | Resolved | 5.12 hr | 1.1 days | Met |
| ALD208-102472 | 23 Jul 2026 | Project · excluded | New extension setup Telephony · KB · Remote | P3 | Open | — | — | n/a |
| ALD208-102471 | 23 Jul 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Resolved | — | — | n/a |
| ALD208-102470 | 22 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Resolved | 5.64 hr | 2.2 days | Met |
| ALD208-102469 | 22 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 7.13 hr | 2.0 days | Met |
| ALD208-102468 | 22 Jul 2026 | Incident | Printer offline Printing · AB · Branch | P4 | Closed | 4.94 hr | 1.7 days | Met |
| ALD208-102467 | 22 Jul 2026 | Quote · excluded | Message quarantined Email · AB · Remote | P3 | Open | — | — | n/a |
| ALD208-102466 | 22 Jul 2026 | Service Request · excluded | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| ALD208-102465 | 22 Jul 2026 | Incident | Distribution list change Email · SE · Remote | P4 | Resolved | 0.88 hr | 1.3 days | Met |
| ALD208-102464 | 21 Jul 2026 | Service Request | Screen flickering Hardware · BK · Head Office | P2 | Closed | 0.95 hr | 1.5 days | Met |
| ALD208-102463 | 21 Jul 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 9.42 hr | 1.5 days | Missed |
| ALD208-102462 | 21 Jul 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | 1.43 hr | 2.2 days | Met |
| ALD208-102461 | 21 Jul 2026 | Change | Slow VPN Network · ML · Head Office | P4 | Closed | 1.28 hr | 1.7 days | Met |
| ALD208-102460 | 20 Jul 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P4 | Closed | 1.30 hr | 1.1 days | Met |
| ALD208-102459 | 20 Jul 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Resolved | 3.06 hr | 2.2 days | Met |
| ALD208-102458 | 20 Jul 2026 | Incident | Screen flickering Hardware · BK · Remote | P2 | Resolved | 2.66 hr | 1.4 days | Met |
| ALD208-102457 | 20 Jul 2026 | Incident | Switch port fault Network · TAG · Head Office | P4 | Closed | 3.27 hr | 1.1 hr | Met |
| ALD208-102456 | 18 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P4 | Resolved | 5.48 hr | 1.2 days | Met |
| ALD208-102455 | 18 Jul 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Resolved | 1.28 hr | 18.0 hr | Met |
| ALD208-102454 | 18 Jul 2026 | Incident | New printer driver rollout Printing · SE · Branch | P2 | Closed | 0.62 hr | 2.0 hr | Met |
| ALD208-102453 | 18 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 0.74 hr | 6.3 hr | Met |
| ALD208-102452 | 17 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Remote | P3 | Closed | 0.16 hr | 1.6 days | Met |
| ALD208-102451 | 17 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Closed | 2.97 hr | 1.7 days | Met |
| ALD208-102450 | 17 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Resolved | 0.80 hr | 4.5 hr | Met |
| ALD208-102449 | 17 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Closed | 1.33 hr | 2.1 days | Met |
| ALD208-102448 | 16 Jul 2026 | Incident · excluded | Database timeout Line of business app · TAG · Head Office | P2 | Resolved | — | — | n/a |
| ALD208-102447 | 16 Jul 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Closed | 0.78 hr | 2.3 days | Met |
| ALD208-102446 | 16 Jul 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 2.93 hr | 1.1 days | Met |
| ALD208-102445 | 15 Jul 2026 | Incident | Slow VPN Network · AB · Branch | P3 | Closed | 1.37 hr | 1.7 days | Met |
| ALD208-102444 | 14 Jul 2026 | Incident · excluded | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | — | — | n/a |
| ALD208-102443 | 14 Jul 2026 | Service Request | Handset registration Telephony · KB · Branch | P4 | Resolved | 4.13 hr | 1.1 days | Met |
| ALD208-102442 | 14 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 1.57 hr | 1.6 days | Met |
| ALD208-102441 | 14 Jul 2026 | Quote · excluded | Distribution list change Email · SE · Head Office | P3 | Open | — | — | n/a |
| ALD208-102440 | 14 Jul 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | In Progress | — | — | n/a |
| ALD208-102439 | 14 Jul 2026 | Change | New extension setup Telephony · BK · Head Office | P3 | Resolved | 4.76 hr | 1.7 days | Met |
| ALD208-102438 | 13 Jul 2026 | Service Request | Scan to email failing Printing · KB · Remote | P3 | Resolved | 2.84 hr | 19.4 hr | Met |
| ALD208-102437 | 13 Jul 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Resolved | 6.57 hr | 3.4 hr | Met |
| ALD208-102436 | 13 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Remote | P2 | Closed | 0.20 hr | 1.7 days | Met |
| ALD208-102435 | 13 Jul 2026 | Incident | Printer offline Printing · AB · Head Office | P2 | Closed | 1.30 hr | 3.4 hr | Met |
| ALD208-102434 | 13 Jul 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P4 | Closed | 1.26 hr | 1.7 days | Met |
| ALD208-102433 | 13 Jul 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P3 | Closed | 0.25 hr | 23.0 hr | Met |
| ALD208-102432 | 10 Jul 2026 | Service Request | Switch port fault Network · KB · Head Office | P3 | Closed | 4.77 hr | 14.0 hr | Met |
| ALD208-102431 | 10 Jul 2026 | Service Request | Message quarantined Email · KB · Head Office | P3 | Resolved | 0.70 hr | 1.0 days | Met |
| ALD208-102430 | 09 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P2 | Resolved | 4.01 hr | 10.9 hr | Met |
| ALD208-102429 | 09 Jul 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P4 | Resolved | 1.91 hr | 11.1 hr | Met |
| ALD208-102428 | 09 Jul 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 1.48 hr | 2.3 days | Met |
| ALD208-102427 | 09 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Closed | 0.98 hr | 3.8 hr | Met |
| ALD208-102426 | 09 Jul 2026 | Project · excluded | Name change request User admin · SE · Branch | P1 | Closed | — | — | n/a |
| ALD208-102425 | 09 Jul 2026 | Incident | Site offline Network · SE · Remote | P4 | Closed | 0.29 hr | 4.2 hr | Met |
| ALD208-102424 | 09 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Remote | P3 | Closed | 0.27 hr | 1.7 days | Met |
| ALD208-102423 | 08 Jul 2026 | Planned Install · excluded | Handset registration Telephony · BK · Branch | P4 | Closed | — | — | n/a |
| ALD208-102422 | 08 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P1 | Closed | 1.85 hr | 5.2 hr | Met |
| ALD208-102421 | 08 Jul 2026 | Project · excluded | Site offline Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| ALD208-102420 | 07 Jul 2026 | Quote · excluded | Site offline Network · ML · Branch | P4 | Resolved | — | — | n/a |
| ALD208-102419 | 07 Jul 2026 | Incident | Mailbox delegation Email · BK · Head Office | P4 | Resolved | 0.37 hr | 1.2 days | Met |
| ALD208-102418 | 07 Jul 2026 | Service Request | Retention change Backup · SE · Head Office | P3 | Resolved | 4.56 hr | 1.9 days | Met |
| ALD208-102417 | 07 Jul 2026 | Service Request | New starter setup User admin · TAG · Head Office | P3 | Closed | 14.34 hr | 12.3 hr | Missed |
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.