SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 73 records in this selection sit outside that — quotes, projects and planned installs, plus 35 calls billed time and materials. They stay visible for volume context.
Service performance
131 eligible records in this yearAverage first response
3.8 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
89.6%
13 call(s) over the 8-hour target
First-time fix
66.9%
Where the source records the field
Volume
Contract calls
131
204 calls logged in the period
Off contract
35
£10,542 chargeable
Open / closed
7 / 197
Across the selected period
Data-quality gaps
6
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
131
records
- Email15
- Telephony15
- Backup15
- Line of business app14
- Security14
- Microsoft 36513
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 131 | 3.80 hr | 89.6% | 13 | 73 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Stacey Thomas | 16 | 9.45 hr | 69% | 5 |
| Karen Taylor | 15 | 5.39 hr | 86% | 2 |
| Kelly Gregory | 12 | 2.54 hr | 83% | 2 |
| Anne-Marie Cable | 11 | 1.50 hr | 100% | 0 |
| (Not recorded) | 10 | 5.19 hr | 90% | 1 |
| Aiden Higgins | 10 | 3.55 hr | 90% | 1 |
| Barry Ebbs | 10 | 2.95 hr | 88% | 1 |
| Daniel Blacker | 9 | 4.91 hr | 89% | 1 |
| Phil Jenkins | 8 | 0.87 hr | 100% | 0 |
| Julie Herbert | 8 | 1.32 hr | 100% | 0 |
| Damian Armstrong | 8 | 1.03 hr | 100% | 0 |
| Rachael Parkin | 8 | 1.91 hr | 100% | 0 |
13 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 32.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302021 | Stacey Thomas | HP ProBook 450 G6 | 2026-06-09 10:23 | 40.85 hr | +32.9 | BK | Voicemail not delivering |
| 302076 | Stacey Thomas | HP EliteBook 840 G9 | 2026-08-17 16:12 | 36.71 hr | +28.7 | BK | Report not generating |
| 302003 | (Not recorded) | HP ProBook 450 G6 | 2026-05-21 12:17 | 35.31 hr | +27.3 | BK | Mailbox delegation |
| 302029 | Stacey Thomas | Dell Latitude 5440 | 2026-06-21 09:57 | 31.55 hr | +23.6 | ML | Teams sign-in loop |
| 302034 | Daniel Blacker | HP ProBook 450 G6 | 2026-06-25 11:15 | 30.71 hr | +22.7 | AB | MFA reset |
| 301920 | Karen Taylor | Dell Latitude E7470 | 2026-02-20 12:56 | 29.92 hr | +21.9 | BK | Printer offline |
| 301927 | Karen Taylor | Apple iPhone 12 | 2026-03-03 15:13 | 27.35 hr | +19.4 | AB | Leaver process |
| 302027 | Barry Ebbs | Dell Latitude E7470 | 2026-06-19 17:27 | 11.58 hr | +3.6 | BK | Spoofed email reported |
| 302073 | Stacey Thomas | Cisco CBS350-24P | 2026-08-12 08:34 | 9.88 hr | +1.9 | KB | Docking station not detected |
| 301993 | Kelly Gregory | Dell OptiPlex 7010 | 2026-05-11 08:24 | 9.66 hr | +1.7 | ML | Wi-Fi dropouts in warehouse |
| 302051 | Kelly Gregory | Apple iPhone 14 | 2026-07-20 09:23 | 9.16 hr | +1.2 | BK | Retention change |
| 302049 | Aiden Higgins | Samsung Galaxy A54 | 2026-07-15 14:26 | 8.54 hr | +0.5 | AB | Suspicious sign-in review |
| 302058 | Stacey Thomas | Dell Latitude E7470 | 2026-07-27 15:58 | 8.49 hr | +0.5 | BK | Voicemail not delivering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | User administration | 4 | 19 Feb 2026 – 08 May 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 16 Mar 2026 – 12 Jun 2026 |
| Anne-Marie Cable | Hardware | 4 | 14 May 2026 – 22 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 21 May 2026 – 28 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 01 Jan 2026 – 19 Aug 2026 |
| Stacey Thomas | Line of business app | 3 | 02 Jan 2026 – 17 Aug 2026 |
| Stacey Thomas | Telephony | 3 | 25 Jan 2026 – 27 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 3 | 28 Jan 2026 – 18 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Email / Microsoft 365 | 6 | 28 Jan 2026 – 28 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 5 | 26 Jan 2026 – 16 Jun 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 5 | 05 Feb 2026 – 11 Aug 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 3 | 07 Jan 2026 – 08 Jun 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 3 | 19 Jan 2026 – 15 Jul 2026 |
| Dell Latitude E7470 | Backup / restore | 3 | 19 Feb 2026 – 01 Jul 2026 |
| Dell Latitude E7470 | Telephony | 3 | 23 Mar 2026 – 27 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 25 Mar 2026 – 25 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
204 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ALD552-100636 | 24 Aug 2026 | Incident · excluded | Backup capacity review Backup · SE · Head Office | P4 | In Progress | — | — | n/a |
| ALD552-100635 | 24 Aug 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P4 | Closed | 3.16 hr | 1.9 days | Met |
| ALD552-100634 | 21 Aug 2026 | Incident | Site offline Network · ML · Head Office | P3 | Open | — | — | n/a |
| ALD552-100633 | 20 Aug 2026 | Quote · excluded | Distribution list change Email · SE · Head Office | P2 | In Progress | — | — | n/a |
| ALD552-100632 | 20 Aug 2026 | Project · excluded | Permission change User admin · AB · Head Office | P3 | In Progress | — | — | n/a |
| ALD552-100631 | 19 Aug 2026 | Change | Outlook not syncing Microsoft 365 · KB · Remote | P2 | Closed | 0.07 hr | 2.2 days | Met |
| ALD552-100630 | 18 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Head Office | P2 | Closed | 2.14 hr | 22.5 hr | Met |
| ALD552-100629 | 17 Aug 2026 | Service Request | Backup capacity review Backup · ML · Remote | P3 | Resolved | 0.56 hr | 21.6 hr | Met |
| ALD552-100628 | 17 Aug 2026 | Service Request | Report not generating Line of business app · BK · Branch | P2 | Closed | 36.71 hr | 6.3 hr | Missed |
| ALD552-100627 | 13 Aug 2026 | Planned Install · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | In Progress | — | — | n/a |
| ALD552-100626 | 13 Aug 2026 | Incident | Retention change Backup · ML · Remote | P2 | Resolved | — | — | n/a |
| ALD552-100625 | 12 Aug 2026 | Service Request | Docking station not detected Hardware · KB · Remote | P3 | Closed | 9.88 hr | 2.4 days | Missed |
| ALD552-100624 | 11 Aug 2026 | Incident | Message quarantined Email · SE · Head Office | P1 | Closed | 1.21 hr | 7.2 hr | Met |
| ALD552-100623 | 11 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Remote | P4 | Closed | 0.21 hr | 2.0 days | Met |
| ALD552-100622 | 10 Aug 2026 | Service Request · excluded | Licence renewal Line of business app · SE · Branch | P4 | Closed | — | — | n/a |
| ALD552-100621 | 07 Aug 2026 | Service Request | Docking station not detected Hardware · TAG · Branch | P3 | Closed | 4.26 hr | 2.1 days | Met |
| ALD552-100620 | 07 Aug 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | 0.73 hr | 2.0 days | Met |
| ALD552-100619 | 06 Aug 2026 | Service Request | MFA reset Security · ML · Branch | P3 | Closed | 2.19 hr | 23.2 hr | Met |
| ALD552-100618 | 05 Aug 2026 | Project · excluded | Distribution list change Email · KB · Branch | P2 | In Progress | — | — | n/a |
| ALD552-100617 | 05 Aug 2026 | Service Request · excluded | Switch port fault Network · BK · Branch | P3 | Closed | — | — | n/a |
| ALD552-100616 | 04 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Site 2 | P3 | Resolved | 1.14 hr | 1.6 days | Met |
| ALD552-100615 | 31 Jul 2026 | Service Request | Printer offline Printing · BK · Remote | P3 | Closed | 0.56 hr | 1.2 days | Met |
| ALD552-100614 | 31 Jul 2026 | Service Request · excluded | MFA reset Security · AB · Branch | P4 | Resolved | — | — | n/a |
| ALD552-100613 | 30 Jul 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Resolved | 4.68 hr | 1.3 days | Met |
| ALD552-100612 | 29 Jul 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Open | — | — | n/a |
| ALD552-100611 | 28 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Branch | P4 | Closed | 1.38 hr | 12.2 hr | Met |
| ALD552-100610 | 27 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 8.49 hr | 1.3 days | Missed |
| ALD552-100609 | 27 Jul 2026 | Service Request | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 0.45 hr | 1.0 days | Met |
| ALD552-100608 | 24 Jul 2026 | Incident | Database timeout Line of business app · TAG · Remote | P4 | Resolved | 0.30 hr | 1.4 days | Met |
| ALD552-100607 | 23 Jul 2026 | Incident | Screen flickering Hardware · SE · Remote | P4 | Closed | 0.87 hr | 2.0 days | Met |
| ALD552-100606 | 23 Jul 2026 | Quote · excluded | New extension setup Telephony · TAG · Head Office | P4 | Resolved | — | — | n/a |
| ALD552-100605 | 22 Jul 2026 | Incident | Screen flickering Hardware · ML · Branch | P3 | Resolved | 0.64 hr | 7.2 hr | Met |
| ALD552-100604 | 20 Jul 2026 | Incident | Distribution list change Email · TAG · Head Office | P4 | Resolved | 0.85 hr | 17.5 hr | Met |
| ALD552-100603 | 20 Jul 2026 | Service Request | Retention change Backup · BK · Head Office | P4 | Closed | 9.16 hr | 2.3 days | Missed |
| ALD552-100602 | 16 Jul 2026 | Incident | New extension setup Telephony · SE · Branch | P3 | Closed | 0.37 hr | 1.7 days | Met |
| ALD552-100601 | 15 Jul 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P4 | Resolved | 8.54 hr | 22.2 hr | Missed |
| ALD552-100600 | 14 Jul 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 1.49 hr | 1.8 days | Met |
| ALD552-100599 | 14 Jul 2026 | Incident · excluded | New extension setup Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100598 | 13 Jul 2026 | Incident | Restore request Backup · TAG · Site 2 | P3 | Resolved | 1.49 hr | 1.7 days | Met |
| ALD552-100597 | 10 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Remote | P2 | Closed | 0.79 hr | 2.9 hr | Met |
| ALD552-100596 | 10 Jul 2026 | Incident · excluded | Spoofed email reported Email · BK · Branch | P3 | Closed | — | — | n/a |
| ALD552-100595 | 09 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Remote | P3 | Resolved | 1.56 hr | 1.8 days | Met |
| ALD552-100594 | 08 Jul 2026 | Incident | MFA reset Security · BK · Branch | P3 | Closed | — | — | n/a |
| ALD552-100593 | 07 Jul 2026 | Incident | Leaver process User admin · TAG · Head Office | P3 | Resolved | 0.07 hr | 0.7 hr | Met |
| ALD552-100592 | 06 Jul 2026 | Quote · excluded | Screen flickering Hardware · ML · Head Office | P2 | Closed | — | — | n/a |
| ALD552-100591 | 03 Jul 2026 | Quote · excluded | Handset registration Telephony · AB · Remote | P4 | Resolved | — | — | n/a |
| ALD552-100590 | 01 Jul 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 0.63 hr | 1.9 hr | Met |
| ALD552-100589 | 30 Jun 2026 | Incident | Laptop will not boot Hardware · ML · Remote | P3 | Closed | 5.61 hr | 1.6 days | Met |
| ALD552-100588 | 29 Jun 2026 | Incident | Backup job failed Backup · AB · Head Office | P4 | Closed | 1.00 hr | 2.1 days | Met |
| ALD552-100587 | 26 Jun 2026 | Change · excluded | Report not generating Line of business app · ML · Head Office | P2 | Closed | — | — | n/a |
| ALD552-100586 | 25 Jun 2026 | Service Request | MFA reset Security · AB · Head Office | P3 | Resolved | 30.71 hr | 22.5 hr | Missed |
| ALD552-100585 | 25 Jun 2026 | Service Request | Message quarantined Email · KB · Head Office | P4 | Closed | 0.75 hr | 1.4 days | Met |
| ALD552-100584 | 24 Jun 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Resolved | 0.15 hr | 20.3 hr | Met |
| ALD552-100583 | 24 Jun 2026 | Planned Install · excluded | Spoofed email reported Email · SE · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100582 | 23 Jun 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P2 | Resolved | 0.33 hr | 14.0 hr | Met |
| ALD552-100581 | 21 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 31.55 hr | 5.8 hr | Missed |
| ALD552-100580 | 21 Jun 2026 | Project · excluded | Call quality issue Telephony · KB · Site 2 | P1 | Resolved | — | — | n/a |
| ALD552-100579 | 19 Jun 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Closed | 11.58 hr | 1.2 days | Missed |
| ALD552-100578 | 18 Jun 2026 | Incident | New extension setup Telephony · KB · Head Office | P3 | Closed | 0.56 hr | 2.4 days | Met |
| ALD552-100577 | 17 Jun 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Resolved | 1.09 hr | 2.3 days | Met |
| ALD552-100576 | 16 Jun 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Closed | 0.67 hr | 2.5 days | Met |
| ALD552-100575 | 12 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 2.89 hr | 2.1 days | Met |
| ALD552-100574 | 11 Jun 2026 | Quote · excluded | Permission change User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| ALD552-100573 | 09 Jun 2026 | Incident | Voicemail not delivering Telephony · BK · Remote | P3 | Closed | 40.85 hr | 1.7 days | Missed |
| ALD552-100572 | 08 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P4 | Closed | 0.57 hr | 1.8 days | Met |
| ALD552-100571 | 08 Jun 2026 | Project · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100570 | 05 Jun 2026 | Quote · excluded | Site offline Network · SE · Remote | P3 | Resolved | — | — | n/a |
| ALD552-100569 | 05 Jun 2026 | Service Request | Name change request User admin · SE · Remote | P3 | Closed | 2.87 hr | 2.4 days | Met |
| ALD552-100568 | 04 Jun 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Resolved | 0.56 hr | 2.0 days | Met |
| ALD552-100567 | 04 Jun 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 0.68 hr | 1.1 days | Met |
| ALD552-100566 | 03 Jun 2026 | Incident · excluded | Scan to email failing Printing · BK · Remote | P3 | Resolved | — | — | n/a |
| ALD552-100565 | 03 Jun 2026 | Change | Scan to email failing Printing · AB · Head Office | P2 | Resolved | 0.93 hr | 18.1 hr | Met |
| ALD552-100564 | 02 Jun 2026 | Service Request · excluded | Report not generating Line of business app · SE · Remote | P2 | Closed | — | — | n/a |
| ALD552-100563 | 01 Jun 2026 | Change | Name change request User admin · BK · Head Office | P2 | Closed | 0.49 hr | 16.6 hr | Met |
| ALD552-100562 | 31 May 2026 | Service Request | Screen flickering Hardware · AB · Site 2 | P2 | Closed | 0.81 hr | 16.6 hr | Met |
| ALD552-100561 | 29 May 2026 | Service Request | Distribution list change Email · ML · Branch | P1 | Resolved | 3.43 hr | 17.1 hr | Met |
| ALD552-100560 | 28 May 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P4 | Resolved | 2.91 hr | 1.8 days | Met |
| ALD552-100559 | 27 May 2026 | Service Request | Application crash on launch Line of business app · SE · Remote | P3 | Closed | 1.67 hr | 2.4 days | Met |
| ALD552-100558 | 26 May 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P2 | Closed | 1.18 hr | 23.5 hr | Met |
| ALD552-100557 | 26 May 2026 | Incident | Report not generating Line of business app · ML · Head Office | P2 | Resolved | 1.28 hr | 1.4 days | Met |
| ALD552-100556 | 25 May 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 2.98 hr | 11.4 hr | Met |
| ALD552-100555 | 21 May 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Closed | 35.31 hr | 2.5 days | Missed |
| ALD552-100554 | 21 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 0.94 hr | 2.1 days | Met |
| ALD552-100553 | 20 May 2026 | Incident | Application crash on launch Line of business app · ML · Site 2 | P3 | Resolved | 0.51 hr | 1.7 days | Met |
| ALD552-100552 | 18 May 2026 | Service Request | Restore request Backup · AB · Head Office | P3 | Closed | 0.92 hr | 1.5 days | Met |
| ALD552-100551 | 15 May 2026 | Incident | Spoofed email reported Email · BK · Remote | P3 | Closed | 3.78 hr | 2.4 days | Met |
| ALD552-100550 | 14 May 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P4 | Closed | 2.28 hr | 7.4 hr | Met |
| ALD552-100549 | 13 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Closed | 0.49 hr | 2.3 days | Met |
| ALD552-100548 | 12 May 2026 | Change | Retention change Backup · BK · Head Office | P2 | Closed | 0.16 hr | 16.9 hr | Met |
| ALD552-100547 | 12 May 2026 | Change · excluded | Site offline Network · ML · Head Office | P3 | Resolved | — | — | n/a |
| ALD552-100546 | 11 May 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Closed | 2.03 hr | 1.7 days | Met |
| ALD552-100545 | 11 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Closed | 9.66 hr | 1.3 days | Missed |
| ALD552-100544 | 08 May 2026 | Incident | Voicemail not delivering Telephony · BK · Branch | P4 | Closed | 0.33 hr | 1.6 days | Met |
| ALD552-100543 | 08 May 2026 | Service Request | Name change request User admin · ML · Head Office | P3 | Closed | 1.07 hr | 1.9 days | Met |
| ALD552-100542 | 07 May 2026 | Service Request | Permission change User admin · SE · Site 2 | P3 | Closed | 1.48 hr | 22.2 hr | Met |
| ALD552-100541 | 07 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 0.69 hr | 1.2 days | Met |
| ALD552-100540 | 06 May 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P4 | Resolved | 4.71 hr | 2.1 days | Met |
| ALD552-100539 | 05 May 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P2 | Resolved | 1.06 hr | 1.5 days | Met |
| ALD552-100538 | 05 May 2026 | Service Request · excluded | Name change request User admin · BK · Head Office | P2 | Closed | — | — | n/a |
| ALD552-100537 | 30 Apr 2026 | Service Request | Phishing report triage Security · ML · Remote | P2 | Closed | — | — | n/a |
| ALD552-100536 | 30 Apr 2026 | Incident | Site offline Network · SE · Head Office | P2 | Resolved | 4.63 hr | 2.0 days | Met |
| ALD552-100535 | 29 Apr 2026 | Incident | Licence renewal Line of business app · ML · Branch | P3 | Closed | 0.50 hr | 2.0 days | Met |
| ALD552-100534 | 28 Apr 2026 | Quote · excluded | Spoofed email reported Email · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100533 | 28 Apr 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P4 | Closed | 1.43 hr | 1.8 days | Met |
| ALD552-100532 | 27 Apr 2026 | Quote · excluded | Printer offline Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100531 | 24 Apr 2026 | Incident | New extension setup Telephony · KB · Remote | P3 | Resolved | 4.51 hr | 11.1 hr | Met |
| ALD552-100530 | 24 Apr 2026 | Quote · excluded | Switch port fault Network · ML · Remote | P2 | Resolved | — | — | n/a |
| ALD552-100529 | 23 Apr 2026 | Incident | New printer driver rollout Printing · AB · Remote | P4 | Closed | 0.62 hr | 1.8 days | Met |
| ALD552-100528 | 22 Apr 2026 | Planned Install · excluded | Suspicious sign-in review Security · SE · Remote | P3 | Resolved | — | — | n/a |
| ALD552-100527 | 22 Apr 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| ALD552-100526 | 21 Apr 2026 | Quote · excluded | Site offline Network · KB · Site 2 | P2 | Resolved | — | — | n/a |
| ALD552-100525 | 20 Apr 2026 | Change | Report not generating Line of business app · ML · Head Office | P3 | Closed | 0.59 hr | 11.5 hr | Met |
| ALD552-100524 | 17 Apr 2026 | Change | Retention change Backup · ML · Branch | P3 | Closed | 0.59 hr | 12.1 hr | Met |
| ALD552-100523 | 16 Apr 2026 | Planned Install · excluded | Handset registration Telephony · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD552-100522 | 15 Apr 2026 | Incident | Retention change Backup · SE · Remote | P3 | Closed | 1.17 hr | 0.6 hr | Met |
| ALD552-100521 | 15 Apr 2026 | Incident · excluded | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100520 | 14 Apr 2026 | Planned Install · excluded | Site offline Network · KB · Head Office | P4 | Closed | — | — | n/a |
| ALD552-100519 | 09 Apr 2026 | Quote · excluded | New printer driver rollout Printing · SE · Remote | P4 | Closed | — | — | n/a |
| ALD552-100518 | 09 Apr 2026 | Incident | New extension setup Telephony · ML · Head Office | P2 | Resolved | 1.24 hr | 2.4 days | Met |
| ALD552-100517 | 08 Apr 2026 | Service Request | Spoofed email reported Email · TAG · Branch | P3 | Closed | 4.94 hr | 2.3 days | Met |
| ALD552-100516 | 08 Apr 2026 | Service Request · excluded | Report not generating Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100515 | 07 Apr 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100514 | 06 Apr 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Closed | 0.47 hr | 16.4 hr | Met |
| ALD552-100513 | 03 Apr 2026 | Service Request · excluded | Suspicious sign-in review Security · SE · Remote | P3 | Closed | — | — | n/a |
| ALD552-100512 | 03 Apr 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P1 | Closed | 0.12 hr | 7.1 hr | Met |
| ALD552-100511 | 02 Apr 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Resolved | 4.02 hr | 23.9 hr | Met |
| ALD552-100510 | 01 Apr 2026 | Planned Install · excluded | Phishing report triage Security · ML · Head Office | P2 | Closed | — | — | n/a |
| ALD552-100509 | 31 Mar 2026 | Incident | Switch port fault Network · ML · Head Office | P2 | Resolved | — | — | n/a |
| ALD552-100508 | 30 Mar 2026 | Incident | Site offline Network · AB · Branch | P2 | Resolved | 4.10 hr | 2.5 days | Met |
| ALD552-100507 | 30 Mar 2026 | Incident | Backup job failed Backup · ML · Branch | P4 | Resolved | 2.60 hr | 1.6 days | Met |
| ALD552-100506 | 27 Mar 2026 | Incident · excluded | Suspicious sign-in review Security · AB · Branch | P3 | Closed | — | — | n/a |
| ALD552-100505 | 27 Mar 2026 | Service Request · excluded | Scan to email failing Printing · TAG · Branch | P3 | Resolved | — | — | n/a |
| ALD552-100504 | 26 Mar 2026 | Project · excluded | Mailbox delegation Email · BK · Head Office | P1 | Closed | — | — | n/a |
| ALD552-100503 | 26 Mar 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Closed | 3.75 hr | 1.4 days | Met |
| ALD552-100502 | 25 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Resolved | 1.47 hr | 6.4 hr | Met |
| ALD552-100501 | 25 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Closed | 1.34 hr | 1.8 days | Met |
| ALD552-100500 | 24 Mar 2026 | Service Request | Retention change Backup · AB · Head Office | P3 | Closed | 0.34 hr | 2.2 days | Met |
| ALD552-100499 | 24 Mar 2026 | Service Request · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD552-100498 | 23 Mar 2026 | Incident | Voicemail not delivering Telephony · ML · Remote | P3 | Resolved | 1.32 hr | 1.1 days | Met |
| ALD552-100497 | 22 Mar 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 2.19 hr | 1.6 days | Met |
| ALD552-100496 | 20 Mar 2026 | Planned Install · excluded | Endpoint alert investigation Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD552-100495 | 20 Mar 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · BK · Branch | P2 | Closed | — | — | n/a |
| ALD552-100494 | 19 Mar 2026 | Quote · excluded | Call quality issue Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD552-100493 | 18 Mar 2026 | Service Request · excluded | Site offline Network · BK · Branch | P4 | Closed | — | — | n/a |
| ALD552-100492 | 17 Mar 2026 | Incident | Scan to email failing Printing · BK · Head Office | P4 | Resolved | 2.09 hr | 1.2 days | Met |
| ALD552-100491 | 17 Mar 2026 | Change | Scan to email failing Printing · SE · Remote | P1 | Resolved | 0.90 hr | 3.6 hr | Met |
| ALD552-100490 | 16 Mar 2026 | Change · excluded | Backup job failed Backup · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD552-100489 | 16 Mar 2026 | Incident | Spoofed email reported Email · BK · Head Office | P4 | Resolved | 0.73 hr | 1.0 days | Met |
| ALD552-100488 | 13 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Site 2 | P3 | Closed | 0.58 hr | 5.1 hr | Met |
| ALD552-100487 | 12 Mar 2026 | Incident | MFA reset Security · SE · Remote | P3 | Resolved | 2.20 hr | 2.3 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.