SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 65 records in this selection sit outside that — quotes, projects and planned installs, plus 28 calls billed time and materials. They stay visible for volume context.
Service performance
168 eligible records in this yearAverage first response
6.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
84.1%
26 call(s) over the 8-hour target
First-time fix
77.1%
Where the source records the field
Volume
Contract calls
168
233 calls logged in the period
Off contract
28
£8,486.25 chargeable
Open / closed
9 / 224
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
168
records
- Hardware22
- Security22
- Network19
- Line of business app19
- Printing17
- Backup16
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 168 | 6.12 hr | 84.1% | 26 | 65 |
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 | 26 | 3.45 hr | 92% | 2 |
| Anne-Marie Cable | 24 | 12.31 hr | 79% | 5 |
| (Not recorded) | 18 | 8.31 hr | 83% | 3 |
| Aiden Higgins | 12 | 1.93 hr | 100% | 0 |
| Kelly Gregory | 12 | 4.09 hr | 75% | 3 |
| Rachael Parkin | 11 | 14.41 hr | 55% | 5 |
| Chloe Dempsey | 11 | 3.09 hr | 90% | 1 |
| Daniel Blacker | 10 | 2.44 hr | 100% | 0 |
| Damian Armstrong | 10 | 3.51 hr | 90% | 1 |
| Stacey Thomas | 10 | 6.68 hr | 70% | 3 |
| Barry Ebbs | 9 | 2.92 hr | 88% | 1 |
| Julie Herbert | 8 | 6.63 hr | 75% | 2 |
26 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 99.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305266 | (Not recorded) | Apple iPhone 14 | 2026-02-17 16:11 | 107.72 hr | +99.7 | BK | MFA reset |
| 305322 | Anne-Marie Cable | Dell Latitude E7470 | 2026-04-17 11:22 | 105.76 hr | +97.8 | BK | Licence renewal |
| 305394 | Anne-Marie Cable | WatchGuard T85-W | 2026-07-02 09:58 | 98.47 hr | +90.5 | BK | MFA reset |
| 305323 | Rachael Parkin | Dell Latitude E7470 | 2026-04-20 10:36 | 72.62 hr | +64.6 | AB | Leaver process |
| 305316 | Anne-Marie Cable | Dell Latitude 5440 | 2026-04-10 13:12 | 44.41 hr | +36.4 | BK | MFA reset |
| 305342 | Rachael Parkin | Aruba AP-515 | 2026-05-08 13:41 | 35.51 hr | +27.5 | ML | Application crash on launch |
| 305234 | Julie Herbert | Apple iPhone 14 | 2026-01-12 14:38 | 33.68 hr | +25.7 | ML | Toner replacement |
| 305280 | Karen Taylor | Dell Latitude 7420 | 2026-03-03 17:13 | 33.04 hr | +25.0 | SE | Endpoint alert investigation |
| 305328 | Stacey Thomas | HP EliteBook 840 G9 | 2026-04-23 09:36 | 32.07 hr | +24.1 | BK | Suspicious sign-in review |
| 305440 | Rachael Parkin | Apple MacBook Pro 14 | 2026-08-10 15:19 | 25.70 hr | +17.7 | AB | MFA reset |
| 305285 | Damian Armstrong | Dell OptiPlex 3050 | 2026-03-10 15:52 | 20.04 hr | +12.0 | BK | Replacement keyboard |
| 305350 | Barry Ebbs | Samsung Galaxy A54 | 2026-05-15 14:20 | 18.97 hr | +11.0 | BK | Printer offline |
| 305299 | Kelly Gregory | Samsung Galaxy S23 | 2026-03-24 08:47 | 14.87 hr | +6.9 | ML | Laptop will not boot |
| 305283 | Stacey Thomas | Aruba AP-515 | 2026-03-05 11:08 | 14.18 hr | +6.2 | KB | Printer offline |
| 305315 | Karen Taylor | Lenovo ThinkPad T14 | 2026-04-09 12:47 | 13.35 hr | +5.3 | TAG | Switch port fault |
| 305437 | Kelly Gregory | Dell OptiPlex 7010 | 2026-08-07 09:44 | 11.82 hr | +3.8 | ML | Backup capacity review |
| 305425 | Anne-Marie Cable | Dell Latitude E7470 | 2026-07-30 11:14 | 11.31 hr | +3.3 | SE | Mailbox delegation |
| 305261 | Rachael Parkin | Dell Latitude 7420 | 2026-02-10 10:32 | 10.59 hr | +2.6 | TAG | Docking station not detected |
| 305339 | Julie Herbert | Apple MacBook Air M2 | 2026-05-05 11:34 | 10.34 hr | +2.3 | TAG | Suspicious sign-in review |
| 305388 | Chloe Dempsey | Samsung Galaxy A54 | 2026-06-23 10:47 | 9.98 hr | +2.0 | KB | Licence renewal |
| 305287 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-03-11 14:22 | 9.59 hr | +1.6 | SE | Wi-Fi dropouts in warehouse |
| 305312 | Kelly Gregory | Apple MacBook Air M2 | 2026-04-05 15:44 | 9.37 hr | +1.4 | TAG | Application crash on launch |
| 305295 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-03-19 08:57 | 9.21 hr | +1.2 | BK | Outlook not syncing |
| 305306 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-03-31 09:45 | 8.60 hr | +0.6 | SE | Database timeout |
| 305405 | (Not recorded) | Apple MacBook Air M2 | 2026-07-13 11:41 | 8.56 hr | +0.6 | BK | Suspicious sign-in review |
| 305389 | (Not recorded) | Lenovo ThinkPad T14 | 2026-06-25 10:15 | 8.55 hr | +0.6 | TAG | Printer offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 10 | 31 Jan 2026 – 14 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 8 | 19 Jan 2026 – 02 Aug 2026 |
| Karen Taylor | Hardware | 5 | 07 Jan 2026 – 04 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 18 Feb 2026 – 02 Jul 2026 |
| Rachael Parkin | Monitoring / server / security | 4 | 08 Jan 2026 – 10 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 4 | 13 Feb 2026 – 02 Jul 2026 |
| (Not recorded) | Monitoring / server / security | 4 | 17 Feb 2026 – 13 Jul 2026 |
| Karen Taylor | Line of business app | 4 | 24 Mar 2026 – 19 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Email / Microsoft 365 | 5 | 05 Jan 2026 – 02 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 5 | 31 Jan 2026 – 06 Aug 2026 |
| Samsung Galaxy A54 | Email / Microsoft 365 | 4 | 19 Jan 2026 – 29 Jul 2026 |
| Apple iPhone 14 | Monitoring / server / security | 4 | 23 Jan 2026 – 06 Jul 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 4 | 23 Jan 2026 – 01 May 2026 |
| Lenovo ThinkPad T14 | Line of business app | 4 | 17 Mar 2026 – 19 Aug 2026 |
| WatchGuard T85-W | Backup / restore | 3 | 01 Jan 2026 – 09 Jul 2026 |
| Lenovo ThinkCentre M70q | Hardware | 3 | 07 Jan 2026 – 21 Apr 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
233 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ALD681-100741 | 25 Aug 2026 | Incident | Screen flickering Hardware · SE · Head Office | P3 | Open | — | — | n/a |
| ALD681-100740 | 24 Aug 2026 | Change · excluded | Backup job failed Backup · BK · Head Office | P4 | Closed | — | — | n/a |
| ALD681-100739 | 24 Aug 2026 | Incident | Toner replacement Printing · SE · Remote | P2 | In Progress | — | — | n/a |
| ALD681-100738 | 21 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | 0.06 hr | 1.1 days | Met |
| ALD681-100737 | 21 Aug 2026 | Service Request | Toner replacement Printing · BK · Head Office | P4 | Closed | 5.25 hr | 1.6 days | Met |
| ALD681-100736 | 20 Aug 2026 | Service Request | Handset registration Telephony · KB · Head Office | P2 | Closed | 5.95 hr | 8.5 hr | Met |
| ALD681-100735 | 19 Aug 2026 | Incident | Leaver process User admin · AB · Branch | P4 | Closed | 4.32 hr | 1.6 days | Met |
| ALD681-100734 | 19 Aug 2026 | Incident | Report not generating Line of business app · KB · Remote | P2 | Resolved | 0.19 hr | 1.7 days | Met |
| ALD681-100733 | 18 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Head Office | P2 | Resolved | — | — | n/a |
| ALD681-100732 | 18 Aug 2026 | Incident | Restore request Backup · SE · Head Office | P2 | Resolved | 0.08 hr | 6.4 hr | Met |
| ALD681-100731 | 14 Aug 2026 | Service Request | Site offline Network · AB · Head Office | P2 | Closed | 0.17 hr | 2.4 days | Met |
| ALD681-100730 | 13 Aug 2026 | Service Request · excluded | New extension setup Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD681-100729 | 13 Aug 2026 | Service Request · excluded | Backup capacity review Backup · BK · Head Office | P3 | Resolved | — | — | n/a |
| ALD681-100728 | 12 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · ML · Branch | P3 | In Progress | — | — | n/a |
| ALD681-100727 | 12 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 2.79 hr | 17.3 hr | Met |
| ALD681-100726 | 11 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Branch | P4 | Resolved | 0.19 hr | 2.0 days | Met |
| ALD681-100725 | 10 Aug 2026 | Service Request | MFA reset Security · AB · Head Office | P4 | Closed | 25.70 hr | 2.3 days | Missed |
| ALD681-100724 | 10 Aug 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 2.00 hr | 17.1 hr | Met |
| ALD681-100723 | 10 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Resolved | — | — | n/a |
| ALD681-100722 | 07 Aug 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P4 | Closed | 11.82 hr | 9.1 hr | Missed |
| ALD681-100721 | 06 Aug 2026 | Quote · excluded | MFA reset Security · ML · Head Office | P3 | In Progress | — | — | n/a |
| ALD681-100720 | 06 Aug 2026 | Change | Site offline Network · AB · Head Office | P3 | Closed | 5.17 hr | 2.3 days | Met |
| ALD681-100719 | 05 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 0.13 hr | 1.1 days | Met |
| ALD681-100718 | 04 Aug 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P3 | Closed | 1.17 hr | 5.8 hr | Met |
| ALD681-100717 | 04 Aug 2026 | Incident · excluded | Slow VPN Network · SE · Head Office | P1 | Resolved | — | — | n/a |
| ALD681-100716 | 03 Aug 2026 | Planned Install · excluded | Database timeout Line of business app · ML · Head Office | P3 | In Progress | — | — | n/a |
| ALD681-100715 | 02 Aug 2026 | Incident | Call quality issue Telephony · AB · Head Office | P4 | Closed | 3.95 hr | 18.4 hr | Met |
| ALD681-100714 | 02 Aug 2026 | Planned Install · excluded | New starter setup User admin · ML · Head Office | P4 | Open | — | — | n/a |
| ALD681-100713 | 02 Aug 2026 | Change | Spoofed email reported Email · AB · Head Office | P1 | Resolved | 0.86 hr | 4.0 hr | Met |
| ALD681-100712 | 31 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Resolved | 0.40 hr | 10.3 hr | Met |
| ALD681-100711 | 31 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Resolved | 0.43 hr | 4.8 hr | Met |
| ALD681-100710 | 30 Jul 2026 | Change | Mailbox delegation Email · SE · Remote | P3 | Resolved | 11.31 hr | 1.5 days | Missed |
| ALD681-100709 | 30 Jul 2026 | Service Request | Database timeout Line of business app · AB · Remote | P4 | Resolved | — | — | n/a |
| ALD681-100708 | 29 Jul 2026 | Incident | Leaver process User admin · ML · Branch | P4 | Closed | 0.53 hr | 8.0 hr | Met |
| ALD681-100707 | 29 Jul 2026 | Change | Mailbox delegation Email · TAG · Head Office | P2 | Closed | 0.15 hr | 2.1 days | Met |
| ALD681-100706 | 28 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 0.28 hr | 5.9 hr | Met |
| ALD681-100705 | 28 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | 3.21 hr | 1.7 days | Met |
| ALD681-100704 | 27 Jul 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Closed | 0.56 hr | 21.9 hr | Met |
| ALD681-100703 | 27 Jul 2026 | Incident | Printer offline Printing · SE · Head Office | P4 | Resolved | 3.06 hr | 1.9 days | Met |
| ALD681-100702 | 24 Jul 2026 | Planned Install · excluded | Docking station not detected Hardware · BK · Head Office | P4 | In Progress | — | — | n/a |
| ALD681-100701 | 22 Jul 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · AB · Remote | P3 | Open | — | — | n/a |
| ALD681-100700 | 21 Jul 2026 | Incident | Phishing report triage Security · AB · Branch | P3 | Resolved | 0.54 hr | 1.6 days | Met |
| ALD681-100699 | 21 Jul 2026 | Incident | Database timeout Line of business app · BK · Branch | P3 | Closed | 2.46 hr | 7.0 hr | Met |
| ALD681-100698 | 20 Jul 2026 | Incident | New extension setup Telephony · BK · Site 2 | P3 | Resolved | 0.20 hr | 1.2 days | Met |
| ALD681-100697 | 17 Jul 2026 | Service Request | Handset registration Telephony · AB · Head Office | P3 | Closed | 0.52 hr | 11.0 hr | Met |
| ALD681-100696 | 17 Jul 2026 | Service Request | Retention change Backup · ML · Head Office | P2 | Closed | 0.72 hr | 7.5 hr | Met |
| ALD681-100695 | 16 Jul 2026 | Quote · excluded | Handset registration Telephony · SE · Branch | P4 | Open | — | — | n/a |
| ALD681-100694 | 15 Jul 2026 | Incident · excluded | Permission change User admin · AB · Remote | P3 | Closed | — | — | n/a |
| ALD681-100693 | 15 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Closed | 0.21 hr | 1.6 days | Met |
| ALD681-100692 | 14 Jul 2026 | Service Request · excluded | Laptop will not boot Hardware · KB · Site 2 | P2 | Closed | — | — | n/a |
| ALD681-100691 | 14 Jul 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P4 | Closed | 0.42 hr | 13.5 hr | Met |
| ALD681-100690 | 13 Jul 2026 | Incident | Suspicious sign-in review Security · BK · Remote | P3 | Closed | 8.56 hr | 2.3 days | Missed |
| ALD681-100689 | 13 Jul 2026 | Service Request · excluded | Message quarantined Email · AB · Remote | P3 | Closed | — | — | n/a |
| ALD681-100688 | 10 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Branch | P2 | Closed | 1.14 hr | 1.1 days | Met |
| ALD681-100687 | 10 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P4 | Closed | 1.42 hr | 1.9 days | Met |
| ALD681-100686 | 09 Jul 2026 | Incident | Retention change Backup · TAG · Head Office | P4 | Closed | 3.22 hr | 2.5 days | Met |
| ALD681-100685 | 08 Jul 2026 | Service Request · excluded | MFA reset Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD681-100684 | 07 Jul 2026 | Quote · excluded | Call quality issue Telephony · ML · Site 2 | P3 | Closed | — | — | n/a |
| ALD681-100683 | 07 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Closed | 7.56 hr | 1.1 days | Met |
| ALD681-100682 | 06 Jul 2026 | Incident | Slow VPN Network · SE · Branch | P4 | Resolved | 0.52 hr | 1.3 days | Met |
| ALD681-100681 | 03 Jul 2026 | Planned Install · excluded | Scan to email failing Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| ALD681-100680 | 02 Jul 2026 | Service Request | Phishing report triage Security · AB · Head Office | P3 | Closed | 0.45 hr | 16.0 hr | Met |
| ALD681-100679 | 02 Jul 2026 | Incident | MFA reset Security · BK · Branch | P3 | Resolved | 98.47 hr | 18.2 hr | Missed |
| ALD681-100678 | 01 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 1.56 hr | 13.8 hr | Met |
| ALD681-100677 | 30 Jun 2026 | Change | Endpoint alert investigation Security · BK · Remote | P1 | Closed | 0.06 hr | 8.4 hr | Met |
| ALD681-100676 | 26 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 0.43 hr | 2.5 days | Met |
| ALD681-100675 | 26 Jun 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P4 | Closed | 1.09 hr | 1.0 days | Met |
| ALD681-100674 | 25 Jun 2026 | Service Request | Printer offline Printing · TAG · Remote | P4 | Resolved | 8.55 hr | 1.3 days | Missed |
| ALD681-100673 | 23 Jun 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P2 | Closed | 9.98 hr | 7.0 hr | Missed |
| ALD681-100672 | 23 Jun 2026 | Service Request | Report not generating Line of business app · TAG · Site 2 | P3 | Resolved | 3.58 hr | 2.2 days | Met |
| ALD681-100671 | 22 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P4 | Closed | 0.89 hr | 2.3 days | Met |
| ALD681-100670 | 22 Jun 2026 | Service Request | MFA reset Security · SE · Branch | P3 | Resolved | 1.41 hr | 1.7 days | Met |
| ALD681-100669 | 19 Jun 2026 | Service Request | Printer offline Printing · AB · Branch | P3 | Resolved | 1.35 hr | 1.3 days | Met |
| ALD681-100668 | 18 Jun 2026 | Incident · excluded | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | — | — | n/a |
| ALD681-100667 | 18 Jun 2026 | Service Request · excluded | Spoofed email reported Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| ALD681-100666 | 17 Jun 2026 | Planned Install · excluded | Voicemail not delivering Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD681-100665 | 16 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| ALD681-100664 | 15 Jun 2026 | Service Request | Printer offline Printing · KB · Head Office | P3 | Resolved | 1.74 hr | 1.6 days | Met |
| ALD681-100663 | 12 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Closed | 0.23 hr | 4.6 hr | Met |
| ALD681-100662 | 12 Jun 2026 | Service Request | Message quarantined Email · ML · Remote | P2 | Closed | 0.24 hr | 14.1 hr | Met |
| ALD681-100661 | 10 Jun 2026 | Project · excluded | Suspicious sign-in review Security · KB · Head Office | P1 | Closed | — | — | n/a |
| ALD681-100660 | 10 Jun 2026 | Incident · excluded | Message quarantined Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD681-100659 | 09 Jun 2026 | Incident · excluded | Leaver process User admin · ML · Remote | P3 | Closed | — | — | n/a |
| ALD681-100658 | 08 Jun 2026 | Service Request | Retention change Backup · AB · Branch | P4 | Closed | 7.32 hr | 14.5 hr | Met |
| ALD681-100657 | 08 Jun 2026 | Planned Install · excluded | Switch port fault Network · AB · Site 2 | P3 | Closed | — | — | n/a |
| ALD681-100656 | 05 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Branch | P3 | Closed | 0.38 hr | 5.7 hr | Met |
| ALD681-100655 | 05 Jun 2026 | Incident | Distribution list change Email · ML · Head Office | P2 | Resolved | 4.95 hr | 8.2 hr | Met |
| ALD681-100654 | 03 Jun 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 1.00 hr | 17.2 hr | Met |
| ALD681-100653 | 03 Jun 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P2 | Closed | 3.58 hr | 1.2 days | Met |
| ALD681-100652 | 02 Jun 2026 | Service Request · excluded | Message quarantined Email · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD681-100651 | 02 Jun 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| ALD681-100650 | 01 Jun 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P4 | Resolved | 0.12 hr | 2.5 days | Met |
| ALD681-100649 | 01 Jun 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | 1.28 hr | 1.7 days | Met |
| ALD681-100648 | 29 May 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 5.52 hr | 0.3 hr | Met |
| ALD681-100647 | 28 May 2026 | Incident | Permission change User admin · BK · Head Office | P2 | Resolved | 0.60 hr | 23.6 hr | Met |
| ALD681-100646 | 28 May 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Closed | 0.88 hr | 2.1 days | Met |
| ALD681-100645 | 27 May 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P4 | Resolved | 0.94 hr | 2.5 days | Met |
| ALD681-100644 | 27 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Resolved | 0.10 hr | 9.8 hr | Met |
| ALD681-100643 | 25 May 2026 | Service Request | Switch port fault Network · KB · Head Office | P3 | Closed | 1.07 hr | 1.7 days | Met |
| ALD681-100642 | 22 May 2026 | Service Request | Site offline Network · SE · Branch | P3 | Resolved | 5.39 hr | 1.6 days | Met |
| ALD681-100641 | 22 May 2026 | Incident | Docking station not detected Hardware · BK · Remote | P3 | Resolved | 1.02 hr | 16.0 hr | Met |
| ALD681-100640 | 20 May 2026 | Incident | Endpoint alert investigation Security · AB · Branch | P3 | Resolved | 0.91 hr | 1.7 days | Met |
| ALD681-100639 | 20 May 2026 | Service Request | Scan to email failing Printing · AB · Head Office | P4 | Closed | 1.03 hr | 2.6 hr | Met |
| ALD681-100638 | 19 May 2026 | Service Request | Toner replacement Printing · ML · Site 2 | P4 | Closed | 0.63 hr | 2.3 days | Met |
| ALD681-100637 | 19 May 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P2 | Resolved | 0.42 hr | 23.4 hr | Met |
| ALD681-100636 | 18 May 2026 | Project · excluded | Permission change User admin · KB · Branch | P3 | Closed | — | — | n/a |
| ALD681-100635 | 15 May 2026 | Incident | Printer offline Printing · BK · Remote | P1 | Resolved | 18.97 hr | 5.5 hr | Missed |
| ALD681-100634 | 15 May 2026 | Incident · excluded | Distribution list change Email · ML · Head Office | P4 | Resolved | — | — | n/a |
| ALD681-100633 | 14 May 2026 | Incident | Printer offline Printing · BK · Remote | P3 | Closed | 1.95 hr | 1.7 days | Met |
| ALD681-100632 | 14 May 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Closed | 0.58 hr | 1.2 days | Met |
| ALD681-100631 | 13 May 2026 | Incident | New extension setup Telephony · KB · Site 2 | P3 | Closed | 7.67 hr | 1.6 days | Met |
| ALD681-100630 | 12 May 2026 | Service Request | Printer offline Printing · KB · Branch | P3 | Closed | 1.25 hr | 1.8 days | Met |
| ALD681-100629 | 12 May 2026 | Incident · excluded | Report not generating Line of business app · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD681-100628 | 11 May 2026 | Service Request | Endpoint alert investigation Security · SE · Site 2 | P3 | Closed | 3.86 hr | 2.3 days | Met |
| ALD681-100627 | 08 May 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 35.51 hr | 14.4 hr | Missed |
| ALD681-100626 | 06 May 2026 | Incident | MFA reset Security · AB · Branch | P3 | Closed | 0.65 hr | 1.9 days | Met |
| ALD681-100625 | 05 May 2026 | Incident | Permission change User admin · AB · Remote | P3 | Resolved | 0.23 hr | 1.0 days | Met |
| ALD681-100624 | 05 May 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P4 | Resolved | 10.34 hr | 2.3 days | Missed |
| ALD681-100623 | 04 May 2026 | Incident | Site offline Network · AB · Remote | P3 | Closed | 1.11 hr | 1.9 days | Met |
| ALD681-100622 | 02 May 2026 | Change | Voicemail not delivering Telephony · TAG · Remote | P3 | Closed | 0.58 hr | 12.8 hr | Met |
| ALD681-100621 | 01 May 2026 | Incident | Slow VPN Network · TAG · Branch | P3 | Resolved | 3.99 hr | 8.8 hr | Met |
| ALD681-100620 | 29 Apr 2026 | Quote · excluded | New starter setup User admin · ML · Remote | P3 | Closed | — | — | n/a |
| ALD681-100619 | 29 Apr 2026 | Project · excluded | Docking station not detected Hardware · KB · Head Office | P2 | Closed | — | — | n/a |
| ALD681-100618 | 28 Apr 2026 | Service Request · excluded | Report not generating Line of business app · TAG · Branch | P3 | Resolved | — | — | n/a |
| ALD681-100617 | 27 Apr 2026 | Incident · excluded | Call quality issue Telephony · AB · Site 2 | P4 | Closed | — | — | n/a |
| ALD681-100616 | 27 Apr 2026 | Service Request | Site offline Network · BK · Branch | P4 | Resolved | 5.32 hr | 2.0 days | Met |
| ALD681-100615 | 24 Apr 2026 | Service Request | Retention change Backup · ML · Remote | P4 | Resolved | 2.62 hr | 1.0 days | Met |
| ALD681-100614 | 24 Apr 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Resolved | 1.10 hr | 1.8 days | Met |
| ALD681-100613 | 23 Apr 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 32.07 hr | 15.5 hr | Missed |
| ALD681-100612 | 23 Apr 2026 | Incident | Message quarantined Email · TAG · Branch | P4 | Resolved | 1.19 hr | 2.1 days | Met |
| ALD681-100611 | 22 Apr 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 0.37 hr | 7.6 hr | Met |
| ALD681-100610 | 21 Apr 2026 | Incident | Backup capacity review Backup · BK · Remote | P4 | Closed | 0.57 hr | 1.3 days | Met |
| ALD681-100609 | 21 Apr 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | 0.29 hr | 1.2 days | Met |
| ALD681-100608 | 20 Apr 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | Closed | 72.62 hr | 4.2 hr | Missed |
| ALD681-100607 | 17 Apr 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 105.76 hr | 1.2 hr | Missed |
| ALD681-100606 | 16 Apr 2026 | Change | Retention change Backup · ML · Head Office | P1 | Closed | 0.91 hr | 10.7 hr | Met |
| ALD681-100605 | 15 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Site 2 | P2 | Closed | 0.32 hr | 23.1 hr | Met |
| ALD681-100604 | 14 Apr 2026 | Quote · excluded | Slow VPN Network · ML · Remote | P4 | Resolved | — | — | n/a |
| ALD681-100603 | 13 Apr 2026 | Incident | Message quarantined Email · BK · Branch | P3 | Resolved | 0.15 hr | 1.1 days | Met |
| ALD681-100602 | 13 Apr 2026 | Service Request | Screen flickering Hardware · TAG · Branch | P2 | Resolved | 0.15 hr | 9.3 hr | Met |
| ALD681-100601 | 10 Apr 2026 | Service Request | MFA reset Security · BK · Head Office | P2 | Resolved | 44.41 hr | 8.4 hr | Missed |
| ALD681-100600 | 09 Apr 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Resolved | 13.35 hr | 13.0 hr | Missed |
| ALD681-100599 | 08 Apr 2026 | Quote · excluded | Switch port fault Network · ML · Site 2 | P3 | Closed | — | — | n/a |
| ALD681-100598 | 07 Apr 2026 | Project · excluded | Message quarantined Email · AB · Head Office | P3 | Closed | — | — | n/a |
| ALD681-100597 | 05 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 9.37 hr | 2.3 days | Missed |
| ALD681-100596 | 03 Apr 2026 | Planned Install · excluded | Endpoint alert investigation Security · ML · Branch | P3 | Closed | — | — | n/a |
| ALD681-100595 | 03 Apr 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Closed | 0.97 hr | 2.2 days | Met |
| ALD681-100594 | 02 Apr 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · TAG · Branch | P1 | Closed | — | — | n/a |
| ALD681-100593 | 01 Apr 2026 | Service Request · excluded | Permission change User admin · AB · Remote | P3 | Closed | — | — | n/a |
| ALD681-100592 | 01 Apr 2026 | Planned Install · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
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.