SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 69 records in this selection sit outside that — quotes, projects and planned installs, plus 32 calls billed time and materials. They stay visible for volume context.
Service performance
188 eligible records in this yearAverage first response
5.2 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
89.9%
18 call(s) over the 8-hour target
First-time fix
71.4%
Where the source records the field
Volume
Contract calls
188
257 calls logged in the period
Off contract
32
£9,602.25 chargeable
Open / closed
6 / 251
Across the selected period
Data-quality gaps
9
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
188
records
- Line of business app23
- Backup23
- Email22
- Hardware22
- Printing20
- User admin20
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 188 | 5.25 hr | 89.9% | 18 | 69 |
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 | 29 | 5.91 hr | 81% | 5 |
| Karen Taylor | 24 | 10.91 hr | 87% | 3 |
| Stacey Thomas | 19 | 2.66 hr | 89% | 2 |
| Kelly Gregory | 18 | 2.63 hr | 100% | 0 |
| (Not recorded) | 17 | 1.89 hr | 100% | 0 |
| Chloe Dempsey | 15 | 2.03 hr | 93% | 1 |
| Aiden Higgins | 14 | 14.19 hr | 85% | 2 |
| Daniel Blacker | 13 | 4.79 hr | 85% | 2 |
| Rachael Parkin | 10 | 1.68 hr | 100% | 0 |
| Barry Ebbs | 9 | 2.52 hr | 89% | 1 |
| Julie Herbert | 7 | 1.10 hr | 100% | 0 |
| Damian Armstrong | 7 | 10.11 hr | 71% | 2 |
18 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 138.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305019 | Aiden Higgins | Dell OptiPlex 3050 | 2026-02-26 14:37 | 146.37 hr | +138.4 | TAG | Outlook not syncing |
| 305091 | Karen Taylor | Brother MFC-L8690 | 2026-05-11 13:40 | 133.67 hr | +125.7 | AB | Suspicious sign-in review |
| 305050 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-03-27 17:55 | 47.42 hr | +39.4 | AB | Slow VPN |
| 305054 | Karen Taylor | Aruba AP-515 | 2026-03-31 11:19 | 44.70 hr | +36.7 | ML | SharePoint permission request |
| 305123 | Damian Armstrong | Apple MacBook Pro 14 | 2026-06-14 09:57 | 36.54 hr | +28.5 | ML | MFA reset |
| 304997 | Karen Taylor | HP ProDesk 400 G7 | 2026-02-10 12:21 | 29.93 hr | +21.9 | AB | Replacement keyboard |
| 305170 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-07-28 17:01 | 26.97 hr | +19.0 | BK | Permission change |
| 305198 | Damian Armstrong | HP EliteBook 840 G9 | 2026-08-19 15:12 | 21.97 hr | +14.0 | SE | Restore request |
| 305028 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-03-06 16:44 | 20.00 hr | +12.0 | TAG | OneDrive sync conflict |
| 305186 | Aiden Higgins | Dell OptiPlex 3050 | 2026-08-09 10:12 | 17.99 hr | +10.0 | TAG | Message quarantined |
| 304996 | Daniel Blacker | Ubiquiti UAP-AC-PRO | 2026-02-09 08:31 | 16.20 hr | +8.2 | TAG | Mailbox delegation |
| 305188 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-08-10 15:34 | 11.63 hr | +3.6 | ML | Report not generating |
| 305029 | Chloe Dempsey | Ubiquiti U6-Pro | 2026-03-09 09:08 | 11.45 hr | +3.5 | KB | Mailbox delegation |
| 305158 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-07-15 11:34 | 11.00 hr | +3.0 | BK | Screen flickering |
| 305107 | Stacey Thomas | Apple MacBook Pro 14 | 2026-05-28 17:53 | 10.13 hr | +2.1 | AB | Voicemail not delivering |
| 305057 | Stacey Thomas | Dell OptiPlex 3050 | 2026-04-03 15:34 | 9.73 hr | +1.7 | BK | Message quarantined |
| 305150 | Anne-Marie Cable | Draytek Vigor 2927 | 2026-07-07 09:19 | 8.75 hr | +0.8 | SE | SharePoint permission request |
| 305194 | Barry Ebbs | Dell Latitude E7470 | 2026-08-13 08:45 | 8.46 hr | +0.5 | KB | Retention change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 7 | 13 Jan 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 7 | 16 Jan 2026 – 07 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 6 | 05 Jan 2026 – 19 May 2026 |
| (Not recorded) | Telephony | 6 | 17 Feb 2026 – 30 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 5 | 20 Jan 2026 – 08 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 5 | 02 Feb 2026 – 03 Jul 2026 |
| Anne-Marie Cable | Line of business app | 4 | 06 Jan 2026 – 21 Aug 2026 |
| Karen Taylor | Line of business app | 4 | 08 Jan 2026 – 23 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 3050 | Email / Microsoft 365 | 5 | 02 Feb 2026 – 09 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 05 Jan 2026 – 20 Jul 2026 |
| Dell Latitude 7420 | Line of business app | 4 | 06 Jan 2026 – 21 Aug 2026 |
| HP EliteBook 840 G9 | Backup / restore | 4 | 26 Jan 2026 – 19 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 4 | 01 Feb 2026 – 08 Jun 2026 |
| Lenovo ThinkCentre M70q | Telephony | 4 | 11 Feb 2026 – 27 Jul 2026 |
| Dell Latitude 5440 | Printing | 4 | 16 Feb 2026 – 14 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 30 Mar 2026 – 12 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
257 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ALD235-100811 | 25 Aug 2026 | Incident | Leaver process User admin · ML · Head Office | P2 | In Progress | — | — | n/a |
| ALD235-100810 | 25 Aug 2026 | Service Request | Phishing report triage Security · AB · Head Office | P1 | Closed | 1.16 hr | 5.0 hr | Met |
| ALD235-100809 | 24 Aug 2026 | Service Request | Backup job failed Backup · TAG · Remote | P3 | Closed | 0.73 hr | 2.5 days | Met |
| ALD235-100808 | 21 Aug 2026 | Incident | Retention change Backup · AB · Remote | P3 | In Progress | — | — | n/a |
| ALD235-100807 | 21 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | In Progress | — | — | n/a |
| ALD235-100806 | 20 Aug 2026 | Service Request | Name change request User admin · TAG · Head Office | P4 | Closed | 0.70 hr | 1.2 days | Met |
| ALD235-100805 | 19 Aug 2026 | Service Request · excluded | MFA reset Security · AB · Head Office | P2 | Resolved | — | — | n/a |
| ALD235-100804 | 19 Aug 2026 | Service Request | Endpoint alert investigation Security · ML · Branch | P4 | Closed | 3.76 hr | 8.0 hr | Met |
| ALD235-100803 | 19 Aug 2026 | Incident | Restore request Backup · SE · Remote | P3 | Resolved | 21.97 hr | 1.6 days | Missed |
| ALD235-100802 | 18 Aug 2026 | Change | Database timeout Line of business app · AB · Remote | P3 | Closed | 4.54 hr | 2.7 hr | Met |
| ALD235-100801 | 18 Aug 2026 | Service Request | Leaver process User admin · TAG · Head Office | P4 | Closed | 0.81 hr | 1.5 hr | Met |
| ALD235-100800 | 14 Aug 2026 | Change | Toner replacement Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100799 | 13 Aug 2026 | Incident | Retention change Backup · KB · Head Office | P4 | Closed | 8.46 hr | 23.9 hr | Missed |
| ALD235-100798 | 13 Aug 2026 | Planned Install · excluded | Replacement keyboard Hardware · TAG · Remote | P4 | Open | — | — | n/a |
| ALD235-100797 | 12 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Closed | 0.60 hr | 18.7 hr | Met |
| ALD235-100796 | 12 Aug 2026 | Incident | New printer driver rollout Printing · BK · Branch | P3 | Closed | 1.45 hr | 1.8 days | Met |
| ALD235-100795 | 11 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P4 | Closed | 1.96 hr | 2.3 days | Met |
| ALD235-100794 | 11 Aug 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Closed | 0.14 hr | 2.1 days | Met |
| ALD235-100793 | 10 Aug 2026 | Incident | Report not generating Line of business app · ML · Branch | P2 | Closed | 11.63 hr | 5.9 hr | Missed |
| ALD235-100792 | 10 Aug 2026 | Incident | Report not generating Line of business app · ML · Head Office | P2 | Resolved | 5.69 hr | 21.2 hr | Met |
| ALD235-100791 | 09 Aug 2026 | Incident | Message quarantined Email · TAG · Head Office | P1 | Closed | 17.99 hr | 14.3 hr | Missed |
| ALD235-100790 | 09 Aug 2026 | Change | Voicemail not delivering Telephony · AB · Branch | P3 | Closed | 4.54 hr | 1.1 days | Met |
| ALD235-100789 | 07 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Remote | P3 | Resolved | 1.49 hr | 1.6 days | Met |
| ALD235-100788 | 06 Aug 2026 | Incident | Retention change Backup · ML · Head Office | P3 | Resolved | 7.39 hr | 2.3 days | Met |
| ALD235-100787 | 05 Aug 2026 | Incident · excluded | New printer driver rollout Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100786 | 05 Aug 2026 | Quote · excluded | Backup job failed Backup · TAG · Branch | P4 | Open | — | — | n/a |
| ALD235-100785 | 04 Aug 2026 | Incident | Leaver process User admin · TAG · Head Office | P3 | Resolved | 0.74 hr | 2.0 days | Met |
| ALD235-100784 | 04 Aug 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 0.92 hr | 0.9 hr | Met |
| ALD235-100783 | 04 Aug 2026 | Planned Install · excluded | Mailbox delegation Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| ALD235-100782 | 03 Aug 2026 | Service Request · excluded | Distribution list change Email · KB · Head Office | P1 | Resolved | — | — | n/a |
| ALD235-100781 | 31 Jul 2026 | Incident | Database timeout Line of business app · ML · Head Office | P2 | Resolved | 0.81 hr | 1.1 days | Met |
| ALD235-100780 | 30 Jul 2026 | Service Request | New starter setup User admin · BK · Remote | P2 | Resolved | 1.02 hr | 1.2 days | Met |
| ALD235-100779 | 30 Jul 2026 | Service Request | Handset registration Telephony · KB · Remote | P3 | Resolved | 6.73 hr | 1.4 days | Met |
| ALD235-100778 | 29 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 0.95 hr | 2.0 days | Met |
| ALD235-100777 | 29 Jul 2026 | Project · excluded | Spoofed email reported Email · KB · Remote | P3 | In Progress | — | — | n/a |
| ALD235-100776 | 28 Jul 2026 | Incident | Printer offline Printing · AB · Head Office | P4 | Closed | 3.42 hr | 6.1 hr | Met |
| ALD235-100775 | 28 Jul 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Resolved | 26.97 hr | 13.1 hr | Missed |
| ALD235-100774 | 27 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P4 | Closed | 1.33 hr | 23.8 hr | Met |
| ALD235-100773 | 27 Jul 2026 | Service Request | New starter setup User admin · KB · Branch | P2 | Closed | 0.45 hr | 23.4 hr | Met |
| ALD235-100772 | 24 Jul 2026 | Change | Laptop will not boot Hardware · KB · Head Office | P3 | Resolved | 0.28 hr | 1.8 hr | Met |
| ALD235-100771 | 23 Jul 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P4 | Closed | 4.35 hr | 20.8 hr | Met |
| ALD235-100770 | 23 Jul 2026 | Service Request | Screen flickering Hardware · AB · Remote | P3 | Closed | 0.42 hr | 1.9 days | Met |
| ALD235-100769 | 23 Jul 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P4 | Closed | 0.90 hr | 20.6 hr | Met |
| ALD235-100768 | 22 Jul 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Closed | 0.25 hr | 2.8 hr | Met |
| ALD235-100767 | 21 Jul 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD235-100766 | 20 Jul 2026 | Service Request | Message quarantined Email · BK · Head Office | P1 | Closed | 0.51 hr | 4.4 hr | Met |
| ALD235-100765 | 17 Jul 2026 | Quote · excluded | Endpoint alert investigation Security · AB · Head Office | P4 | Resolved | — | — | n/a |
| ALD235-100764 | 16 Jul 2026 | Incident | Permission change User admin · KB · Head Office | P4 | Resolved | 1.74 hr | 1.9 days | Met |
| ALD235-100763 | 15 Jul 2026 | Incident | Screen flickering Hardware · BK · Site 2 | P4 | Closed | 11.00 hr | 2.5 days | Missed |
| ALD235-100762 | 14 Jul 2026 | Change | Toner replacement Printing · KB · Branch | P4 | Closed | 0.68 hr | 13.6 hr | Met |
| ALD235-100761 | 14 Jul 2026 | Incident | Printer offline Printing · AB · Branch | P4 | Closed | 4.35 hr | 9.3 hr | Met |
| ALD235-100760 | 13 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P3 | Resolved | 1.36 hr | 2.1 days | Met |
| ALD235-100759 | 13 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P2 | Resolved | 0.50 hr | 1.2 days | Met |
| ALD235-100758 | 10 Jul 2026 | Incident | Retention change Backup · AB · Remote | P2 | Closed | 0.66 hr | 1.0 days | Met |
| ALD235-100757 | 09 Jul 2026 | Change | Leaver process User admin · TAG · Branch | P3 | Resolved | 4.99 hr | 2.2 days | Met |
| ALD235-100756 | 09 Jul 2026 | Project · excluded | Handset registration Telephony · SE · Head Office | P2 | Closed | — | — | n/a |
| ALD235-100755 | 07 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Remote | P4 | Resolved | 8.75 hr | 1.6 days | Missed |
| ALD235-100754 | 07 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Resolved | 2.02 hr | 7.0 hr | Met |
| ALD235-100753 | 06 Jul 2026 | Service Request | Distribution list change Email · SE · Head Office | P4 | Closed | 5.79 hr | 1.8 days | Met |
| ALD235-100752 | 06 Jul 2026 | Change | Switch port fault Network · AB · Site 2 | P3 | Closed | 0.08 hr | 2.2 days | Met |
| ALD235-100751 | 03 Jul 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Resolved | 2.51 hr | 1.8 days | Met |
| ALD235-100750 | 03 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Remote | P4 | Resolved | 3.71 hr | 1.1 days | Met |
| ALD235-100749 | 02 Jul 2026 | Change | Handset registration Telephony · KB · Branch | P4 | Closed | 0.16 hr | 7.1 hr | Met |
| ALD235-100748 | 01 Jul 2026 | Incident · excluded | Spoofed email reported Email · AB · Head Office | P2 | Closed | — | — | n/a |
| ALD235-100747 | 29 Jun 2026 | Service Request · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| ALD235-100746 | 28 Jun 2026 | Planned Install · excluded | Docking station not detected Hardware · TAG · Remote | P3 | Closed | — | — | n/a |
| ALD235-100745 | 28 Jun 2026 | Incident · excluded | Site offline Network · SE · Branch | P3 | Resolved | — | — | n/a |
| ALD235-100744 | 28 Jun 2026 | Service Request | Endpoint alert investigation Security · SE · Site 2 | P3 | Closed | 0.25 hr | 1.9 days | Met |
| ALD235-100743 | 26 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · BK · Branch | P2 | Resolved | — | — | n/a |
| ALD235-100742 | 25 Jun 2026 | Incident · excluded | Message quarantined Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| ALD235-100741 | 24 Jun 2026 | Incident · excluded | Message quarantined Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| ALD235-100740 | 24 Jun 2026 | Incident | Retention change Backup · BK · Head Office | P2 | Resolved | — | — | n/a |
| ALD235-100739 | 23 Jun 2026 | Change | Report not generating Line of business app · BK · Remote | P3 | Closed | 5.95 hr | 1.8 days | Met |
| ALD235-100738 | 23 Jun 2026 | Change | Backup job failed Backup · TAG · Branch | P4 | Closed | 0.07 hr | 1.1 days | Met |
| ALD235-100737 | 22 Jun 2026 | Incident | Endpoint alert investigation Security · ML · Branch | P3 | Resolved | 2.35 hr | 13.9 hr | Met |
| ALD235-100736 | 19 Jun 2026 | Incident · excluded | Report not generating Line of business app · TAG · Site 2 | P3 | Closed | — | — | n/a |
| ALD235-100735 | 18 Jun 2026 | Incident | Licence renewal Line of business app · ML · Remote | P3 | Closed | 1.46 hr | 6.9 hr | Met |
| ALD235-100734 | 18 Jun 2026 | Change · excluded | Leaver process User admin · TAG · Branch | P4 | Resolved | — | — | n/a |
| ALD235-100733 | 17 Jun 2026 | Incident · excluded | Restore request Backup · ML · Head Office | P4 | Closed | — | — | n/a |
| ALD235-100732 | 17 Jun 2026 | Quote · excluded | Call quality issue Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100731 | 16 Jun 2026 | Incident | Call quality issue Telephony · KB · Branch | P2 | Resolved | 0.52 hr | 1.9 days | Met |
| ALD235-100730 | 16 Jun 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD235-100729 | 15 Jun 2026 | Incident | New extension setup Telephony · SE · Branch | P3 | Closed | 1.54 hr | 2.3 days | Met |
| ALD235-100728 | 14 Jun 2026 | Service Request | MFA reset Security · ML · Head Office | P3 | Resolved | 36.54 hr | 2.2 days | Missed |
| ALD235-100727 | 12 Jun 2026 | Incident · excluded | Spoofed email reported Email · KB · Head Office | P4 | Closed | — | — | n/a |
| ALD235-100726 | 12 Jun 2026 | Change | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 3.40 hr | 1.2 days | Met |
| ALD235-100725 | 11 Jun 2026 | Service Request | Permission change User admin · ML · Branch | P2 | Closed | 5.30 hr | 1.7 days | Met |
| ALD235-100724 | 11 Jun 2026 | Change | Backup job failed Backup · TAG · Remote | P4 | Resolved | 0.36 hr | 2.2 days | Met |
| ALD235-100723 | 10 Jun 2026 | Incident · excluded | Backup job failed Backup · KB · Head Office | P2 | Closed | — | — | n/a |
| ALD235-100722 | 10 Jun 2026 | Incident | Screen flickering Hardware · TAG · Branch | P3 | Resolved | 5.49 hr | 1.0 days | Met |
| ALD235-100721 | 08 Jun 2026 | Service Request | Distribution list change Email · KB · Head Office | P4 | Closed | 2.27 hr | 1.9 days | Met |
| ALD235-100720 | 08 Jun 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | 0.57 hr | 7.3 hr | Met |
| ALD235-100719 | 07 Jun 2026 | Project · excluded | MFA reset Security · ML · Remote | P3 | Resolved | — | — | n/a |
| ALD235-100718 | 05 Jun 2026 | Incident | Toner replacement Printing · AB · Remote | P2 | Closed | 1.25 hr | 1.2 days | Met |
| ALD235-100717 | 04 Jun 2026 | Incident · excluded | Call quality issue Telephony · KB · Head Office | P2 | Resolved | — | — | n/a |
| ALD235-100716 | 03 Jun 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | 1.23 hr | 1.3 days | Met |
| ALD235-100715 | 02 Jun 2026 | Service Request | Retention change Backup · AB · Branch | P3 | Closed | 1.31 hr | 2.5 days | Met |
| ALD235-100714 | 01 Jun 2026 | Quote · excluded | Spoofed email reported Email · KB · Head Office | P1 | Closed | — | — | n/a |
| ALD235-100713 | 01 Jun 2026 | Incident | Printer offline Printing · ML · Branch | P2 | Closed | 1.35 hr | 2.0 days | Met |
| ALD235-100712 | 28 May 2026 | Change | Voicemail not delivering Telephony · AB · Branch | P4 | Closed | 10.13 hr | 1.8 days | Missed |
| ALD235-100711 | 28 May 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 1.00 hr | 18.4 hr | Met |
| ALD235-100710 | 27 May 2026 | Change | Spoofed email reported Email · AB · Site 2 | P3 | Closed | 4.93 hr | 1.3 days | Met |
| ALD235-100709 | 25 May 2026 | Incident | Screen flickering Hardware · KB · Remote | P2 | Closed | — | — | n/a |
| ALD235-100708 | 25 May 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P2 | Closed | 0.22 hr | 12.4 hr | Met |
| ALD235-100707 | 22 May 2026 | Incident | Handset registration Telephony · KB · Head Office | P4 | Resolved | 7.70 hr | 2.1 days | Met |
| ALD235-100706 | 22 May 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100705 | 21 May 2026 | Incident · excluded | Printer offline Printing · TAG · Remote | P4 | Resolved | — | — | n/a |
| ALD235-100704 | 20 May 2026 | Quote · excluded | Database timeout Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100703 | 19 May 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P4 | Closed | 5.01 hr | 13.8 hr | Met |
| ALD235-100702 | 19 May 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 4.68 hr | 15.7 hr | Met |
| ALD235-100701 | 18 May 2026 | Incident | Permission change User admin · BK · Site 2 | P3 | Closed | 1.11 hr | 1.4 days | Met |
| ALD235-100700 | 15 May 2026 | Project · excluded | Backup capacity review Backup · TAG · Head Office | P2 | Resolved | — | — | n/a |
| ALD235-100699 | 15 May 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100698 | 14 May 2026 | Quote · excluded | Printer offline Printing · TAG · Head Office | P2 | Closed | — | — | n/a |
| ALD235-100697 | 12 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Closed | 1.19 hr | 2.0 days | Met |
| ALD235-100696 | 11 May 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P1 | Closed | 133.67 hr | 5.9 hr | Missed |
| ALD235-100695 | 11 May 2026 | Incident | Screen flickering Hardware · SE · Remote | P3 | Resolved | 1.09 hr | 2.2 days | Met |
| ALD235-100694 | 08 May 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Closed | 0.43 hr | 1.9 days | Met |
| ALD235-100693 | 08 May 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P4 | Closed | 0.68 hr | 12.4 hr | Met |
| ALD235-100692 | 07 May 2026 | Quote · excluded | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100691 | 06 May 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | 6.31 hr | 1.2 days | Met |
| ALD235-100690 | 06 May 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Resolved | — | — | n/a |
| ALD235-100689 | 06 May 2026 | Service Request · excluded | Restore request Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| ALD235-100688 | 05 May 2026 | Incident · excluded | Screen flickering Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD235-100687 | 04 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.31 hr | 0.3 hr | Met |
| ALD235-100686 | 04 May 2026 | Service Request | Handset registration Telephony · BK · Remote | P3 | Resolved | 5.56 hr | 10.4 hr | Met |
| ALD235-100685 | 01 May 2026 | Service Request | Backup job failed Backup · BK · Head Office | P3 | Closed | 1.38 hr | 8.1 hr | Met |
| ALD235-100684 | 30 Apr 2026 | Service Request · excluded | Restore request Backup · ML · Branch | P4 | Closed | — | — | n/a |
| ALD235-100683 | 27 Apr 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 0.94 hr | 4.6 hr | Met |
| ALD235-100682 | 27 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Remote | P2 | Closed | 0.28 hr | 2.2 days | Met |
| ALD235-100681 | 24 Apr 2026 | Service Request | Permission change User admin · AB · Branch | P4 | Closed | 0.17 hr | 18.2 hr | Met |
| ALD235-100680 | 23 Apr 2026 | Incident | Retention change Backup · ML · Remote | P3 | Resolved | 1.40 hr | 0.3 hr | Met |
| ALD235-100679 | 23 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Site 2 | P3 | Closed | 4.37 hr | 1.7 days | Met |
| ALD235-100678 | 22 Apr 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | 0.08 hr | 21.5 hr | Met |
| ALD235-100677 | 21 Apr 2026 | Incident | Spoofed email reported Email · ML · Head Office | P4 | Closed | 0.87 hr | 3.0 hr | Met |
| ALD235-100676 | 20 Apr 2026 | Incident | Retention change Backup · ML · Head Office | P2 | Closed | 4.92 hr | 1.9 days | Met |
| ALD235-100675 | 20 Apr 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | 1.00 hr | 2.1 days | Met |
| ALD235-100674 | 16 Apr 2026 | Incident | Phishing report triage Security · BK · Branch | P2 | Resolved | 1.48 hr | 1.8 days | Met |
| ALD235-100673 | 15 Apr 2026 | Incident · excluded | Database timeout Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| ALD235-100672 | 14 Apr 2026 | Service Request | Phishing report triage Security · AB · Remote | P3 | Closed | 1.49 hr | 9.8 hr | Met |
| ALD235-100671 | 14 Apr 2026 | Service Request | New printer driver rollout Printing · AB · Branch | P2 | Closed | 0.92 hr | 5.9 hr | Met |
| ALD235-100670 | 13 Apr 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD235-100669 | 13 Apr 2026 | Incident | Message quarantined Email · TAG · Remote | P3 | Closed | 0.95 hr | 20.7 hr | Met |
| ALD235-100668 | 10 Apr 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 0.73 hr | 2.3 days | Met |
| ALD235-100667 | 09 Apr 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 5.97 hr | 2.1 days | Met |
| ALD235-100666 | 08 Apr 2026 | Change | Handset registration Telephony · BK · Branch | P3 | Closed | 3.17 hr | 1.3 days | Met |
| ALD235-100665 | 08 Apr 2026 | Service Request | Distribution list change Email · BK · Head Office | P4 | Resolved | 1.58 hr | 21.2 hr | Met |
| ALD235-100664 | 07 Apr 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P4 | Closed | 0.36 hr | 18.9 hr | Met |
| ALD235-100663 | 05 Apr 2026 | Incident | New extension setup Telephony · TAG · Remote | P3 | Closed | 1.36 hr | 2.4 days | Met |
| ALD235-100662 | 03 Apr 2026 | Change | Message quarantined Email · BK · Head Office | P2 | Closed | 9.73 hr | 1.0 days | 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.