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alderleyarchitects.co.uk · Architecture · Account manager Tom Whitfield

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy15 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. 22 records in this selection sit outside that — quotes, projects and planned installs, plus 10 calls billed time and materials. They stay visible for volume context.

Service performance

81 eligible records in this year
Average first response
4.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.3%
9 call(s) over the 8-hour target
First-time fix
72.8%
Where the source records the field

Volume

Contract calls
81
103 calls logged in the period
Off contract
10
£2,771.25 chargeable
Open / closed
4 / 99
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

81
records
  • Line of business app15
  • Microsoft 36511
  • User admin10
  • Email8
  • Backup8
  • Printing7

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026814.44 hr88.3%922

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
Karen Taylor165.24 hr93%1
Anne-Marie Cable812.97 hr75%2
Barry Ebbs83.25 hr88%1
Daniel Blacker81.62 hr100%0
Kelly Gregory73.08 hr83%1
(Not recorded)61.55 hr100%0
Stacey Thomas53.64 hr80%1
Julie Herbert56.11 hr80%1
Chloe Dempsey52.66 hr100%0
Rachael Parkin43.73 hr75%1
Aiden Higgins41.21 hr100%0
Phil Jenkins43.89 hr75%1

9 contract calls missed the 8-hour target

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

Longest 78.2 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
301777Anne-Marie CableDell Latitude 54402026-08-06 13:2586.24 hr+78.2KBDistribution list change
301775Karen TaylorHP t6402026-07-30 10:5439.80 hr+31.8SELeaver process
301691Julie HerbertDell OptiPlex 30502026-01-26 08:0411.70 hr+3.7BKDatabase timeout
301760Kelly GregoryHP t6402026-07-09 17:4011.45 hr+3.5MLReport not generating
301717Phil JenkinsHP ProBook 450 G62026-03-25 10:2710.60 hr+2.6ABNew extension setup
301781Barry EbbsApple MacBook Air M22026-08-19 15:289.78 hr+1.8MLNew printer driver rollout
301733Rachael ParkinLenovo ThinkCentre M70q2026-05-08 15:459.69 hr+1.7MLCall quality issue
301703Stacey ThomasHP ProDesk 400 G72026-02-26 10:279.20 hr+1.2SEDocking station not detected
301687Anne-Marie CableUbiquiti U6-Pro2026-01-15 13:329.00 hr+1.0ABRestore request

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Daniel BlackerEmail / Microsoft 365507 Feb 2026 – 26 Jul 2026
Karen TaylorEmail / Microsoft 365408 Jan 2026 – 19 Jun 2026
Karen TaylorUser administration412 Feb 2026 – 30 Jul 2026
Barry EbbsLine of business app320 Jan 2026 – 21 Aug 2026
Julie HerbertLine of business app326 Jan 2026 – 17 Apr 2026
Karen TaylorMonitoring / server / security305 Feb 2026 – 15 May 2026
Kelly GregoryLine of business app303 Apr 2026 – 09 Jul 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Apple MacBook Air M2Email / Microsoft 365408 Jan 2026 – 26 Jul 2026
Dell OptiPlex 3050Line of business app326 Jan 2026 – 12 Jun 2026
HP EliteBook 840 G9Line of business app305 Mar 2026 – 17 Apr 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
ALD460-10030921 Aug 2026ChangeDatabase timeout
Line of business app · AB · Remote
P4Resolved7.08 hr6.7 hrMet
ALD460-10030820 Aug 2026Incident · excludedOneDrive sync conflict
Microsoft 365 · AB · Head Office
P4Resolved——n/a
ALD460-10030719 Aug 2026Service RequestNew printer driver rollout
Printing · ML · Head Office
P2Closed9.78 hr1.3 daysMissed
ALD460-10030614 Aug 2026Planned Install · excludedWi-Fi dropouts in warehouse
Network · TAG · Branch
P2In Progress——n/a
ALD460-10030513 Aug 2026Service Request · excludedLaptop will not boot
Hardware · KB · Head Office
P2Closed——n/a
ALD460-10030411 Aug 2026Service RequestEndpoint alert investigation
Security · AB · Branch
P4Closed0.40 hr15.0 hrMet
ALD460-10030306 Aug 2026Service RequestDistribution list change
Email · KB · Head Office
P3Resolved86.24 hr6.5 hrMissed
ALD460-10030204 Aug 2026Quote · excludedNew extension setup
Telephony · TAG · Branch
P4Closed——n/a
ALD460-10030130 Jul 2026ChangeLeaver process
User admin · SE · Head Office
P3Closed39.80 hr2.2 daysMissed
ALD460-10030029 Jul 2026Service RequestPermission change
User admin · KB · Remote
P2Resolved0.23 hr14.2 hrMet
ALD460-10029928 Jul 2026Service Request · excludedSwitch port fault
Network · BK · Remote
P3Closed——n/a
ALD460-10029827 Jul 2026IncidentNew printer driver rollout
Printing · TAG · Head Office
P3Resolved0.83 hr1.3 daysMet
ALD460-10029726 Jul 2026IncidentSharePoint permission request
Microsoft 365 · ML · Site 2
P2Closed0.17 hr1.1 daysMet
ALD460-10029623 Jul 2026Quote · excludedMailbox delegation
Email · KB · Branch
P3In Progress——n/a
ALD460-10029522 Jul 2026Service RequestBackup job failed
Backup · SE · Branch
P3Closed5.50 hr1.4 daysMet
ALD460-10029421 Jul 2026IncidentNew starter setup
User admin · AB · Head Office
P3Resolved0.17 hr16.9 hrMet
ALD460-10029320 Jul 2026IncidentSlow VPN
Network · BK · Head Office
P4Closed1.42 hr1.4 daysMet
ALD460-10029218 Jul 2026IncidentVoicemail not delivering
Telephony · TAG · Head Office
P2Closed7.03 hr7.6 hrMet
ALD460-10029117 Jul 2026Service RequestApplication crash on launch
Line of business app · TAG · Remote
P3Closed1.11 hr2.3 daysMet
ALD460-10029016 Jul 2026Quote · excludedDatabase timeout
Line of business app · TAG · Head Office
P3In Progress——n/a
ALD460-10028915 Jul 2026Quote · excludedSite offline
Network · ML · Branch
P3In Progress——n/a
ALD460-10028814 Jul 2026Planned Install · excludedName change request
User admin · BK · Head Office
P2Resolved——n/a
ALD460-10028710 Jul 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Remote
P3Closed1.15 hr1.8 daysMet
ALD460-10028609 Jul 2026IncidentReport not generating
Line of business app · ML · Head Office
P3Closed11.45 hr1.4 daysMissed
ALD460-10028504 Jul 2026Quote · excludedSwitch port fault
Network · BK · Head Office
P3Closed——n/a
ALD460-10028403 Jul 2026Service RequestDocking station not detected
Hardware · SE · Head Office
P4Closed0.11 hr1.3 daysMet
ALD460-10028302 Jul 2026IncidentDatabase timeout
Line of business app · KB · Head Office
P3Closed0.43 hr1.8 daysMet
ALD460-10028201 Jul 2026IncidentLicence renewal
Line of business app · BK · Head Office
P3Resolved0.75 hr1.4 daysMet
ALD460-10028126 Jun 2026ChangePrinter offline
Printing · BK · Head Office
P2Closed0.86 hr1.5 daysMet
ALD460-10028024 Jun 2026IncidentSlow VPN
Network · SE · Head Office
P3Closed0.46 hr2.4 daysMet
ALD460-10027923 Jun 2026IncidentVoicemail not delivering
Telephony · SE · Head Office
P4Closed0.29 hr18.2 hrMet
ALD460-10027822 Jun 2026Incident · excludedOutlook not syncing
Microsoft 365 · SE · Branch
P4Closed——n/a
ALD460-10027719 Jun 2026Service RequestOutlook not syncing
Microsoft 365 · ML · Remote
P4Resolved1.44 hr2.5 daysMet
ALD460-10027617 Jun 2026Service RequestDistribution list change
Email · TAG · Head Office
P3Closed3.36 hr1.0 daysMet
ALD460-10027516 Jun 2026Project · excludedApplication crash on launch
Line of business app · KB · Branch
P2Closed——n/a
ALD460-10027412 Jun 2026Service RequestLicence renewal
Line of business app · BK · Remote
P3Resolved0.49 hr22.3 hrMet
ALD460-10027310 Jun 2026Incident · excludedWi-Fi dropouts in warehouse
Network · BK · Head Office
P4Resolved——n/a
ALD460-10027209 Jun 2026IncidentPrinter offline
Printing · KB · Remote
P3Resolved1.43 hr1.9 daysMet
ALD460-10027106 Jun 2026IncidentPermission change
User admin · KB · Head Office
P4Closed5.21 hr19.5 hrMet
ALD460-10027004 Jun 2026Service RequestRetention change
Backup · TAG · Head Office
P3Closed0.97 hr13.6 hrMet
ALD460-10026902 Jun 2026Service RequestTeams sign-in loop
Microsoft 365 · AB · Branch
P4Resolved——n/a
ALD460-10026831 May 2026IncidentEndpoint alert investigation
Security · BK · Head Office
P3Closed3.05 hr1.4 daysMet
ALD460-10026728 May 2026IncidentBackup capacity review
Backup · AB · Head Office
P4Closed4.86 hr7.6 hrMet
ALD460-10026626 May 2026Service RequestToner replacement
Printing · SE · Head Office
P3Closed4.45 hr1.1 daysMet
ALD460-10026521 May 2026IncidentMFA reset
Security · ML · Head Office
P3Closed1.15 hr4.1 hrMet
ALD460-10026419 May 2026IncidentMailbox delegation
Email · AB · Head Office
P4Closed0.87 hr2.9 hrMet
ALD460-10026318 May 2026Service Request · excludedToner replacement
Printing · AB · Head Office
P2Closed——n/a
ALD460-10026215 May 2026ChangeSwitch port fault
Network · KB · Head Office
P3Closed1.36 hr12.6 hrMet
ALD460-10026113 May 2026Project · excludedMessage quarantined
Email · SE · Head Office
P2Resolved——n/a
ALD460-10026011 May 2026Quote · excludedVoicemail not delivering
Telephony · SE · Head Office
P2Closed——n/a
ALD460-10025908 May 2026IncidentCall quality issue
Telephony · ML · Remote
P3Resolved9.69 hr10.6 hrMissed
ALD460-10025805 May 2026IncidentNew starter setup
User admin · KB · Head Office
P3Closed0.81 hr1.6 daysMet
ALD460-10025704 May 2026Service RequestScreen flickering
Hardware · AB · Head Office
P2Closed0.80 hr1.3 daysMet
ALD460-10025601 May 2026IncidentLicence renewal
Line of business app · KB · Branch
P3Closed3.60 hr1.7 daysMet
ALD460-10025530 Apr 2026Quote · excludedOneDrive sync conflict
Microsoft 365 · TAG · Head Office
P3Closed——n/a
ALD460-10025429 Apr 2026ChangeNew printer driver rollout
Printing · BK · Head Office
P3Closed5.95 hr10.3 hrMet
ALD460-10025328 Apr 2026Service RequestVoicemail not delivering
Telephony · KB · Head Office
P3Resolved1.02 hr2.3 daysMet
ALD460-10025223 Apr 2026IncidentDistribution list change
Email · AB · Head Office
P4Closed7.52 hr6.3 hrMet
ALD460-10025117 Apr 2026Service RequestApplication crash on launch
Line of business app · SE · Site 2
P3Closed2.44 hr2.1 daysMet
ALD460-10025013 Apr 2026ChangeSpoofed email reported
Email · AB · Head Office
P3Resolved1.04 hr16.5 hrMet
ALD460-10024909 Apr 2026IncidentName change request
User admin · SE · Site 2
P2Closed——n/a
ALD460-10024808 Apr 2026Service RequestRetention change
Backup · TAG · Head Office
P3Resolved0.70 hr1.3 daysMet
ALD460-10024707 Apr 2026Service RequestApplication crash on launch
Line of business app · ML · Head Office
P3Closed2.46 hr7.6 hrMet
ALD460-10024603 Apr 2026ChangeReport not generating
Line of business app · ML · Remote
P2Closed2.89 hr1.1 daysMet
ALD460-10024527 Mar 2026IncidentNew starter setup
User admin · SE · Head Office
P3Closed0.81 hr1.3 daysMet
ALD460-10024426 Mar 2026Service RequestSwitch port fault
Network · TAG · Head Office
P3Closed5.15 hr2.1 daysMet
ALD460-10024325 Mar 2026IncidentNew extension setup
Telephony · AB · Head Office
P3Resolved10.60 hr2.3 daysMissed
ALD460-10024224 Mar 2026IncidentNew extension setup
Telephony · TAG · Head Office
P3Resolved5.49 hr7.4 hrMet
ALD460-10024123 Mar 2026IncidentOutlook not syncing
Microsoft 365 · KB · Branch
P4Resolved1.28 hr1.5 daysMet
ALD460-10024020 Mar 2026IncidentLicence renewal
Line of business app · TAG · Head Office
P2Closed0.82 hr1.9 daysMet
ALD460-10023919 Mar 2026IncidentReplacement keyboard
Hardware · AB · Branch
P3Resolved1.35 hr0.6 hrMet
ALD460-10023817 Mar 2026IncidentBackup capacity review
Backup · KB · Head Office
P3Closed5.60 hr6.3 hrMet
ALD460-10023716 Mar 2026IncidentReport not generating
Line of business app · KB · Head Office
P3Closed2.94 hr9.2 hrMet
ALD460-10023612 Mar 2026Change · excludedDistribution list change
Email · AB · Head Office
P3Closed——n/a
ALD460-10023511 Mar 2026Quote · excludedLicence renewal
Line of business app · BK · Branch
P3Resolved——n/a
ALD460-10023406 Mar 2026Service RequestOneDrive sync conflict
Microsoft 365 · TAG · Head Office
P3Closed4.47 hr1.3 daysMet
ALD460-10023305 Mar 2026Service RequestReport not generating
Line of business app · AB · Head Office
P3Resolved7.97 hr1.4 daysMet
ALD460-10023204 Mar 2026ChangeTeams sign-in loop
Microsoft 365 · BK · Head Office
P2Resolved1.29 hr2.3 daysMet
ALD460-10023102 Mar 2026Service RequestTeams sign-in loop
Microsoft 365 · BK · Head Office
P3Closed1.02 hr7.2 hrMet
ALD460-10023027 Feb 2026Service RequestDocking station not detected
Hardware · BK · Branch
P2Resolved0.70 hr6.2 hrMet
ALD460-10022926 Feb 2026IncidentDocking station not detected
Hardware · SE · Head Office
P3Resolved9.20 hr2.2 daysMissed
ALD460-10022818 Feb 2026Service RequestMessage quarantined
Email · AB · Head Office
P4Closed0.56 hr22.1 hrMet
ALD460-10022717 Feb 2026Service RequestName change request
User admin · ML · Head Office
P4Resolved0.75 hr1.1 daysMet
ALD460-10022616 Feb 2026ChangeCall quality issue
Telephony · SE · Remote
P2Resolved0.91 hr2.4 daysMet
ALD460-10022512 Feb 2026IncidentNew starter setup
User admin · AB · Branch
P3Closed——n/a
ALD460-10022411 Feb 2026Service Request · excludedName change request
User admin · TAG · Head Office
P1Resolved——n/a
ALD460-10022310 Feb 2026IncidentOneDrive sync conflict
Microsoft 365 · TAG · Remote
P3Closed0.87 hr14.3 hrMet
ALD460-10022207 Feb 2026IncidentOneDrive sync conflict
Microsoft 365 · AB · Remote
P4Closed0.36 hr2.3 daysMet
ALD460-10022106 Feb 2026Service RequestWi-Fi dropouts in warehouse
Network · SE · Head Office
P2Resolved——n/a
ALD460-10022005 Feb 2026ChangeSlow VPN
Network · AB · Head Office
P3Closed1.59 hr1.8 daysMet
ALD460-10021929 Jan 2026Incident · excludedNew printer driver rollout
Printing · KB · Head Office
P3Closed——n/a
ALD460-10021827 Jan 2026IncidentToner replacement
Printing · SE · Head Office
P3Closed1.88 hr1.2 hrMet
ALD460-10021726 Jan 2026IncidentDatabase timeout
Line of business app · BK · Head Office
P4Closed11.70 hr20.9 hrMissed
ALD460-10021622 Jan 2026IncidentRetention change
Backup · TAG · Head Office
P3Closed1.16 hr1.5 daysMet
ALD460-10021521 Jan 2026Incident · excludedPhishing report triage
Security · SE · Branch
P4Closed——n/a
ALD460-10021420 Jan 2026IncidentLicence renewal
Line of business app · ML · Head Office
P3Resolved0.66 hr1.6 daysMet
ALD460-10021315 Jan 2026Service RequestRestore request
Backup · AB · Head Office
P3Resolved9.00 hr2.5 daysMissed
ALD460-10021213 Jan 2026IncidentTeams sign-in loop
Microsoft 365 · AB · Head Office
P4Closed1.19 hr1.5 daysMet
ALD460-10021112 Jan 2026ChangeDistribution list change
Email · AB · Head Office
P3Closed3.13 hr1.6 daysMet
ALD460-10021009 Jan 2026Service RequestBackup job failed
Backup · TAG · Head Office
P4Closed1.15 hr10.5 hrMet
ALD460-10020908 Jan 2026ChangeSpoofed email reported
Email · BK · Remote
P3Closed2.74 hr13.0 hrMet
ALD460-10020807 Jan 2026IncidentNew starter setup
User admin · TAG · Head Office
P2Closed1.73 hr2.5 daysMet
ALD460-10020701 Jan 2026Service RequestDocking station not detected
Hardware · KB · Head Office
P2Closed1.34 hr1.4 daysMet
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.