SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 44 records in this selection sit outside that — quotes, projects and planned installs, plus 18 calls billed time and materials. They stay visible for volume context.
Service performance
135 eligible records in this yearAverage first response
5.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.7%
16 call(s) over the 8-hour target
First-time fix
67.7%
Where the source records the field
Volume
Contract calls
135
179 calls logged in the period
Off contract
18
£6,503.25 chargeable
Open / closed
7 / 172
Across the selected period
Data-quality gaps
5
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
135
records
- Backup17
- Network16
- Microsoft 36515
- Security15
- User admin15
- Hardware14
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 135 | 5.25 hr | 87.7% | 16 | 44 |
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 | 19 | 8.79 hr | 83% | 3 |
| Kelly Gregory | 17 | 2.08 hr | 94% | 1 |
| Julie Herbert | 13 | 2.49 hr | 92% | 1 |
| Aiden Higgins | 12 | 7.86 hr | 58% | 5 |
| Anne-Marie Cable | 11 | 5.35 hr | 90% | 1 |
| (Not recorded) | 11 | 3.82 hr | 82% | 2 |
| Stacey Thomas | 10 | 5.12 hr | 90% | 1 |
| Damian Armstrong | 9 | 1.48 hr | 100% | 0 |
| Barry Ebbs | 9 | 16.57 hr | 88% | 1 |
| Daniel Blacker | 8 | 1.88 hr | 100% | 0 |
| Rachael Parkin | 6 | 0.77 hr | 100% | 0 |
| Chloe Dempsey | 6 | 7.32 hr | 83% | 1 |
16 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 111.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301011 | Barry Ebbs | Apple iPhone 14 | 2026-06-05 08:43 | 119.92 hr | +111.9 | AB | Backup job failed |
| 301051 | Karen Taylor | Apple MacBook Pro 14 | 2026-07-30 14:47 | 102.92 hr | +94.9 | ML | Phishing report triage |
| 301008 | Aiden Higgins | Dell OptiPlex 7010 | 2026-06-02 12:09 | 34.15 hr | +26.1 | ML | Phishing report triage |
| 301057 | Chloe Dempsey | Apple iPhone 14 | 2026-08-05 11:05 | 32.53 hr | +24.5 | SE | Docking station not detected |
| 300958 | Stacey Thomas | Dell OptiPlex 3050 | 2026-03-27 12:37 | 32.21 hr | +24.2 | KB | Suspicious sign-in review |
| 300911 | Anne-Marie Cable | Dell Latitude 7420 | 2026-01-22 17:32 | 31.59 hr | +23.6 | TAG | Screen flickering |
| 301041 | Aiden Higgins | Dell OptiPlex 7010 | 2026-07-20 13:51 | 18.87 hr | +10.9 | ML | Name change request |
| 301030 | (Not recorded) | Samsung Galaxy S23 | 2026-07-03 15:55 | 11.88 hr | +3.9 | SE | Permission change |
| 301010 | Karen Taylor | WatchGuard T85-W | 2026-06-04 09:35 | 11.33 hr | +3.3 | SE | Spoofed email reported |
| 300901 | Julie Herbert | HP ProBook 450 G6 | 2026-01-12 09:48 | 11.23 hr | +3.2 | SE | Screen flickering |
| 301012 | (Not recorded) | Samsung Galaxy A54 | 2026-06-05 12:59 | 10.75 hr | +2.8 | BK | Site offline |
| 300932 | Kelly Gregory | Apple MacBook Air M2 | 2026-02-20 13:57 | 9.85 hr | +1.9 | KB | Handset registration |
| 301035 | Karen Taylor | Lenovo ThinkPad T14 | 2026-07-10 13:09 | 9.75 hr | +1.8 | ML | Leaver process |
| 300929 | Aiden Higgins | Apple iPhone 14 | 2026-02-17 08:42 | 9.71 hr | +1.7 | BK | Database timeout |
| 300921 | Aiden Higgins | Apple iPhone 14 | 2026-02-05 13:46 | 9.10 hr | +1.1 | SE | Restore request |
| 300953 | Aiden Higgins | Lenovo ThinkCentre M70q | 2026-03-21 12:01 | 8.77 hr | +0.8 | TAG | Voicemail not delivering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 6 | 21 Jan 2026 – 01 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 5 | 02 Jan 2026 – 21 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 5 | 25 Feb 2026 – 28 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 06 Jan 2026 – 05 May 2026 |
| Karen Taylor | User administration | 4 | 02 Feb 2026 – 10 Jul 2026 |
| (Not recorded) | Monitoring / server / security | 4 | 05 Feb 2026 – 05 Jun 2026 |
| Aiden Higgins | Monitoring / server / security | 4 | 19 Feb 2026 – 09 Jul 2026 |
| Kelly Gregory | Hardware | 4 | 27 Feb 2026 – 13 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 3050 | Monitoring / server / security | 6 | 05 Feb 2026 – 15 May 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 5 | 02 Jan 2026 – 30 May 2026 |
| Dell Latitude 7420 | Hardware | 4 | 22 Jan 2026 – 25 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 4 | 23 Jan 2026 – 15 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 05 Jan 2026 – 01 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 20 Jan 2026 – 22 May 2026 |
| HP ProDesk 400 G7 | Line of business app | 3 | 28 Jan 2026 – 07 May 2026 |
| Lenovo ThinkPad T14 | User administration | 3 | 09 Feb 2026 – 10 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
179 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ALD717-100499 | 25 Aug 2026 | Incident | Laptop will not boot Hardware · ML · Remote | P3 | In Progress | — | — | n/a |
| ALD717-100498 | 24 Aug 2026 | Service Request | New starter setup User admin · KB · Head Office | P4 | Closed | 2.52 hr | 1.3 days | Met |
| ALD717-100497 | 21 Aug 2026 | Service Request | Switch port fault Network · SE · Remote | P1 | Closed | 4.09 hr | 10.6 hr | Met |
| ALD717-100496 | 21 Aug 2026 | Service Request | Message quarantined Email · KB · Branch | P4 | In Progress | — | — | n/a |
| ALD717-100495 | 20 Aug 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 0.52 hr | 2.4 days | Met |
| ALD717-100494 | 19 Aug 2026 | Incident · excluded | Licence renewal Line of business app · KB · Branch | P3 | Closed | — | — | n/a |
| ALD717-100493 | 14 Aug 2026 | Service Request | Backup job failed Backup · TAG · Remote | P4 | Resolved | 1.44 hr | 1.5 days | Met |
| ALD717-100492 | 13 Aug 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P2 | Closed | 5.73 hr | 2.1 days | Met |
| ALD717-100491 | 13 Aug 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Open | — | — | n/a |
| ALD717-100490 | 12 Aug 2026 | Quote · excluded | Toner replacement Printing · KB · Remote | P3 | Open | — | — | n/a |
| ALD717-100489 | 11 Aug 2026 | Service Request | Printer offline Printing · BK · Head Office | P3 | Closed | 1.25 hr | 7.0 hr | Met |
| ALD717-100488 | 10 Aug 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | 3.02 hr | 2.3 days | Met |
| ALD717-100487 | 08 Aug 2026 | Service Request · excluded | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD717-100486 | 07 Aug 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 0.59 hr | 1.6 days | Met |
| ALD717-100485 | 06 Aug 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | In Progress | — | — | n/a |
| ALD717-100484 | 05 Aug 2026 | Change | Docking station not detected Hardware · SE · Head Office | P3 | Resolved | 32.53 hr | 1.7 days | Missed |
| ALD717-100483 | 04 Aug 2026 | Service Request · excluded | Backup job failed Backup · ML · Head Office | P2 | Closed | — | — | n/a |
| ALD717-100482 | 03 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | In Progress | — | — | n/a |
| ALD717-100481 | 01 Aug 2026 | Service Request | Phishing report triage Security · SE · Head Office | P4 | Closed | 0.31 hr | 22.3 hr | Met |
| ALD717-100480 | 31 Jul 2026 | Service Request | Message quarantined Email · ML · Head Office | P2 | Closed | 1.02 hr | 1.6 days | Met |
| ALD717-100479 | 30 Jul 2026 | Incident | Scan to email failing Printing · AB · Branch | P3 | Closed | 1.10 hr | 1.4 days | Met |
| ALD717-100478 | 30 Jul 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Closed | 102.92 hr | 9.7 hr | Missed |
| ALD717-100477 | 29 Jul 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Closed | 0.53 hr | 14.6 hr | Met |
| ALD717-100476 | 28 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Closed | 0.91 hr | 16.1 hr | Met |
| ALD717-100475 | 28 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 1.45 hr | 1.3 days | Met |
| ALD717-100474 | 27 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P4 | Closed | 0.96 hr | 6.3 hr | Met |
| ALD717-100473 | 24 Jul 2026 | Service Request | Licence renewal Line of business app · TAG · Branch | P2 | Resolved | 1.20 hr | 2.0 days | Met |
| ALD717-100472 | 23 Jul 2026 | Incident | Restore request Backup · BK · Remote | P2 | Closed | 0.97 hr | 2.9 hr | Met |
| ALD717-100471 | 22 Jul 2026 | Service Request · excluded | Retention change Backup · SE · Head Office | P2 | Resolved | — | — | n/a |
| ALD717-100470 | 22 Jul 2026 | Service Request · excluded | New extension setup Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| ALD717-100469 | 21 Jul 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | 0.76 hr | 1.3 days | Met |
| ALD717-100468 | 20 Jul 2026 | Service Request | Name change request User admin · ML · Head Office | P3 | Closed | 18.87 hr | 1.1 days | Missed |
| ALD717-100467 | 17 Jul 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 1.95 hr | 4.0 hr | Met |
| ALD717-100466 | 16 Jul 2026 | Incident | Screen flickering Hardware · BK · Remote | P4 | Closed | 0.36 hr | 23.7 hr | Met |
| ALD717-100465 | 15 Jul 2026 | Incident | Switch port fault Network · TAG · Remote | P4 | Closed | 7.29 hr | 1.7 days | Met |
| ALD717-100464 | 14 Jul 2026 | Project · excluded | Switch port fault Network · ML · Head Office | P1 | In Progress | — | — | n/a |
| ALD717-100463 | 10 Jul 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P4 | Resolved | 0.14 hr | 23.7 hr | Met |
| ALD717-100462 | 10 Jul 2026 | Service Request | Leaver process User admin · ML · Head Office | P4 | Closed | 9.75 hr | 1.9 days | Missed |
| ALD717-100461 | 09 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Remote | P3 | Resolved | 5.15 hr | 6.3 hr | Met |
| ALD717-100460 | 08 Jul 2026 | Change | Licence renewal Line of business app · ML · Site 2 | P2 | Resolved | 1.80 hr | 3.2 hr | Met |
| ALD717-100459 | 08 Jul 2026 | Incident | Report not generating Line of business app · AB · Head Office | P4 | Closed | 6.63 hr | 2.2 hr | Met |
| ALD717-100458 | 06 Jul 2026 | Change | Backup job failed Backup · KB · Head Office | P3 | Closed | 1.04 hr | 22.2 hr | Met |
| ALD717-100457 | 03 Jul 2026 | Incident | Permission change User admin · SE · Branch | P3 | Closed | 11.88 hr | 2.4 days | Missed |
| ALD717-100456 | 03 Jul 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 1.07 hr | 1.7 hr | Met |
| ALD717-100455 | 02 Jul 2026 | Incident | Backup job failed Backup · KB · Branch | P4 | Resolved | 4.69 hr | 1.1 days | Met |
| ALD717-100454 | 01 Jul 2026 | Service Request | Message quarantined Email · AB · Head Office | P3 | Closed | 2.79 hr | 4.6 hr | Met |
| ALD717-100453 | 29 Jun 2026 | Project · excluded | Site offline Network · SE · Head Office | P3 | Closed | — | — | n/a |
| ALD717-100452 | 29 Jun 2026 | Service Request | MFA reset Security · ML · Branch | P4 | Resolved | 1.63 hr | 10.8 hr | Met |
| ALD717-100451 | 25 Jun 2026 | Incident | New extension setup Telephony · TAG · Head Office | P3 | Resolved | 1.46 hr | 18.1 hr | Met |
| ALD717-100450 | 24 Jun 2026 | Service Request | Site offline Network · ML · Remote | P1 | Resolved | 1.39 hr | 7.4 hr | Met |
| ALD717-100449 | 23 Jun 2026 | Service Request | Call quality issue Telephony · AB · Remote | P4 | Closed | 0.89 hr | 2.5 days | Met |
| ALD717-100448 | 23 Jun 2026 | Service Request | Handset registration Telephony · TAG · Remote | P4 | Closed | 1.31 hr | 2.3 days | Met |
| ALD717-100447 | 22 Jun 2026 | Planned Install · excluded | Switch port fault Network · BK · Branch | P3 | Resolved | — | — | n/a |
| ALD717-100446 | 19 Jun 2026 | Incident · excluded | New starter setup User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| ALD717-100445 | 18 Jun 2026 | Planned Install · excluded | Message quarantined Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD717-100444 | 17 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | 0.13 hr | 1.0 hr | Met |
| ALD717-100443 | 16 Jun 2026 | Incident | Retention change Backup · ML · Head Office | P3 | Closed | 0.17 hr | 19.0 hr | Met |
| ALD717-100442 | 15 Jun 2026 | Service Request | Permission change User admin · ML · Remote | P3 | Closed | 1.19 hr | 7.7 hr | Met |
| ALD717-100441 | 10 Jun 2026 | Change | Site offline Network · ML · Branch | P3 | Closed | 4.35 hr | 7.4 hr | Met |
| ALD717-100440 | 09 Jun 2026 | Incident | Backup job failed Backup · KB · Head Office | P2 | Resolved | 0.08 hr | 1.1 days | Met |
| ALD717-100439 | 05 Jun 2026 | Service Request | Site offline Network · BK · Branch | P4 | Closed | 10.75 hr | 2.3 days | Missed |
| ALD717-100438 | 05 Jun 2026 | Incident | Backup job failed Backup · AB · Branch | P4 | Closed | 119.92 hr | 9.4 hr | Missed |
| ALD717-100437 | 04 Jun 2026 | Service Request | Spoofed email reported Email · SE · Remote | P2 | Closed | 11.33 hr | 1.2 days | Missed |
| ALD717-100436 | 03 Jun 2026 | Incident | Backup capacity review Backup · SE · Remote | P2 | Resolved | 3.52 hr | 1.3 days | Met |
| ALD717-100435 | 02 Jun 2026 | Incident | Phishing report triage Security · ML · Head Office | P2 | Resolved | 34.15 hr | 1.0 days | Missed |
| ALD717-100434 | 01 Jun 2026 | Quote · excluded | Distribution list change Email · SE · Head Office | P2 | Closed | — | — | n/a |
| ALD717-100433 | 30 May 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Head Office | P2 | Closed | 4.68 hr | 2.0 days | Met |
| ALD717-100432 | 30 May 2026 | Change | Voicemail not delivering Telephony · TAG · Head Office | P2 | Resolved | 0.56 hr | 19.5 hr | Met |
| ALD717-100431 | 29 May 2026 | Change | Toner replacement Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| ALD717-100430 | 28 May 2026 | Change | Retention change Backup · TAG · Head Office | P3 | Closed | 2.32 hr | 22.7 hr | Met |
| ALD717-100429 | 27 May 2026 | Incident | Retention change Backup · KB · Branch | P4 | Resolved | 1.77 hr | 22.6 hr | Met |
| ALD717-100428 | 26 May 2026 | Incident · excluded | Leaver process User admin · SE · Remote | P4 | Closed | — | — | n/a |
| ALD717-100427 | 23 May 2026 | Service Request · excluded | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD717-100426 | 22 May 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Closed | 0.62 hr | 1.1 days | Met |
| ALD717-100425 | 21 May 2026 | Service Request | New starter setup User admin · KB · Head Office | P3 | Closed | 0.85 hr | 2.3 days | Met |
| ALD717-100424 | 21 May 2026 | Incident · excluded | Licence renewal Line of business app · KB · Branch | P1 | Resolved | — | — | n/a |
| ALD717-100423 | 20 May 2026 | Project · excluded | Leaver process User admin · KB · Remote | P3 | Closed | — | — | n/a |
| ALD717-100422 | 19 May 2026 | Change · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P4 | Resolved | — | — | n/a |
| ALD717-100421 | 18 May 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Closed | 1.28 hr | 2.3 days | Met |
| ALD717-100420 | 15 May 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Resolved | 0.79 hr | 1.2 days | Met |
| ALD717-100419 | 14 May 2026 | Incident | Toner replacement Printing · BK · Branch | P3 | Closed | 1.10 hr | 10.5 hr | Met |
| ALD717-100418 | 13 May 2026 | Service Request | Backup job failed Backup · AB · Remote | P3 | Resolved | 0.73 hr | 2.3 days | Met |
| ALD717-100417 | 11 May 2026 | Service Request · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD717-100416 | 09 May 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 0.67 hr | 21.3 hr | Met |
| ALD717-100415 | 08 May 2026 | Incident | Site offline Network · BK · Branch | P3 | Resolved | 0.31 hr | 22.5 hr | Met |
| ALD717-100414 | 07 May 2026 | Service Request | Slow VPN Network · KB · Branch | P4 | Closed | 2.97 hr | 22.5 hr | Met |
| ALD717-100413 | 07 May 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P4 | Closed | 0.86 hr | 2.0 days | Met |
| ALD717-100412 | 06 May 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 1.93 hr | 2.4 days | Met |
| ALD717-100411 | 05 May 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P4 | Closed | 0.09 hr | 2.2 days | Met |
| ALD717-100410 | 04 May 2026 | Service Request | Name change request User admin · SE · Head Office | P3 | Resolved | 7.05 hr | 2.3 days | Met |
| ALD717-100409 | 30 Apr 2026 | Project · excluded | Retention change Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| ALD717-100408 | 29 Apr 2026 | Quote · excluded | Retention change Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| ALD717-100407 | 29 Apr 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P1 | Resolved | 1.42 hr | 12.6 hr | Met |
| ALD717-100406 | 28 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Branch | P2 | Closed | 0.66 hr | 22.4 hr | Met |
| ALD717-100405 | 28 Apr 2026 | Service Request | Replacement keyboard Hardware · BK · Remote | P3 | Closed | 2.33 hr | 2.4 days | Met |
| ALD717-100404 | 27 Apr 2026 | Project · excluded | Permission change User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| ALD717-100403 | 24 Apr 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P4 | Resolved | 0.15 hr | 1.2 days | Met |
| ALD717-100402 | 22 Apr 2026 | Incident · excluded | New starter setup User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| ALD717-100401 | 22 Apr 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 0.80 hr | 1.1 days | Met |
| ALD717-100400 | 21 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P2 | Closed | 1.22 hr | 1.4 days | Met |
| ALD717-100399 | 20 Apr 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 1.22 hr | 2.2 days | Met |
| ALD717-100398 | 17 Apr 2026 | Quote · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| ALD717-100397 | 16 Apr 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Resolved | 3.49 hr | 3.3 hr | Met |
| ALD717-100396 | 15 Apr 2026 | Incident · excluded | Application crash on launch Line of business app · AB · Branch | P4 | Closed | — | — | n/a |
| ALD717-100395 | 14 Apr 2026 | Incident | Spoofed email reported Email · BK · Head Office | P3 | Closed | 3.14 hr | 2.1 days | Met |
| ALD717-100394 | 10 Apr 2026 | Incident | Voicemail not delivering Telephony · SE · Site 2 | P2 | Closed | 0.52 hr | 18.0 hr | Met |
| ALD717-100393 | 10 Apr 2026 | Quote · excluded | Endpoint alert investigation Security · ML · Head Office | P3 | Resolved | — | — | n/a |
| ALD717-100392 | 08 Apr 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | 0.89 hr | 1.4 days | Met |
| ALD717-100391 | 07 Apr 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 2.00 hr | 2.2 days | Met |
| ALD717-100390 | 06 Apr 2026 | Incident | Toner replacement Printing · AB · Head Office | P4 | Closed | 0.83 hr | 2.1 days | Met |
| ALD717-100389 | 02 Apr 2026 | Incident | Site offline Network · KB · Head Office | P4 | Closed | 1.99 hr | 9.9 hr | Met |
| ALD717-100388 | 02 Apr 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Resolved | 6.64 hr | 1.9 days | Met |
| ALD717-100387 | 01 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Remote | P2 | Closed | 1.24 hr | 1.3 days | Met |
| ALD717-100386 | 30 Mar 2026 | Incident | Backup job failed Backup · ML · Head Office | P4 | Resolved | 0.91 hr | 7.0 hr | Met |
| ALD717-100385 | 27 Mar 2026 | Incident | Suspicious sign-in review Security · KB · Remote | P4 | Resolved | 32.21 hr | 16.4 hr | Missed |
| ALD717-100384 | 26 Mar 2026 | Project · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| ALD717-100383 | 25 Mar 2026 | Service Request | New starter setup User admin · AB · Head Office | P3 | Closed | 0.87 hr | 1.6 days | Met |
| ALD717-100382 | 23 Mar 2026 | Incident | New starter setup User admin · SE · Branch | P4 | Closed | 4.49 hr | 2.4 days | Met |
| ALD717-100381 | 23 Mar 2026 | Planned Install · excluded | Database timeout Line of business app · ML · Site 2 | P2 | Resolved | — | — | n/a |
| ALD717-100380 | 21 Mar 2026 | Change | Voicemail not delivering Telephony · TAG · Remote | P2 | Resolved | 8.77 hr | 15.1 hr | Missed |
| ALD717-100379 | 20 Mar 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 0.45 hr | 1.1 days | Met |
| ALD717-100378 | 17 Mar 2026 | Incident | Licence renewal Line of business app · SE · Branch | P4 | Resolved | 2.88 hr | 9.9 hr | Met |
| ALD717-100377 | 16 Mar 2026 | Incident | Licence renewal Line of business app · ML · Branch | P4 | Resolved | 5.90 hr | 2.4 days | Met |
| ALD717-100376 | 13 Mar 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P1 | Resolved | 4.87 hr | 4.0 hr | Met |
| ALD717-100375 | 13 Mar 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.44 hr | 1.3 days | Met |
| ALD717-100374 | 11 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 7.22 hr | 2.9 hr | Met |
| ALD717-100373 | 11 Mar 2026 | Change | Phishing report triage Security · TAG · Remote | P4 | Resolved | 0.50 hr | 19.4 hr | Met |
| ALD717-100372 | 10 Mar 2026 | Change | Leaver process User admin · BK · Remote | P3 | Closed | 0.84 hr | 3.4 hr | Met |
| ALD717-100371 | 09 Mar 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Resolved | 4.48 hr | 16.5 hr | Met |
| ALD717-100370 | 09 Mar 2026 | Project · excluded | Phishing report triage Security · KB · Remote | P4 | Closed | — | — | n/a |
| ALD717-100369 | 06 Mar 2026 | Incident · excluded | Permission change User admin · SE · Branch | P4 | Closed | — | — | n/a |
| ALD717-100368 | 04 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Closed | 4.83 hr | 2.3 days | Met |
| ALD717-100367 | 03 Mar 2026 | Change | Distribution list change Email · KB · Remote | P3 | Closed | 2.73 hr | 2.2 days | Met |
| ALD717-100366 | 02 Mar 2026 | Incident | Mailbox delegation Email · KB · Branch | P3 | Closed | — | — | n/a |
| ALD717-100365 | 27 Feb 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Resolved | 2.69 hr | 7.1 hr | Met |
| ALD717-100364 | 26 Feb 2026 | Incident | New printer driver rollout Printing · SE · Branch | P3 | Resolved | 1.34 hr | 1.4 days | Met |
| ALD717-100363 | 25 Feb 2026 | Service Request | Permission change User admin · SE · Site 2 | P4 | Resolved | 3.06 hr | 1.3 days | Met |
| ALD717-100362 | 25 Feb 2026 | Incident | Distribution list change Email · TAG · Site 2 | P2 | Closed | 0.63 hr | 2.1 days | Met |
| ALD717-100361 | 24 Feb 2026 | Quote · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ALD717-100360 | 23 Feb 2026 | Quote · excluded | Licence renewal Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| ALD717-100359 | 20 Feb 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Resolved | 9.85 hr | 23.4 hr | Missed |
| ALD717-100358 | 19 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Closed | 0.29 hr | 1.1 days | Met |
| ALD717-100357 | 18 Feb 2026 | Change | Leaver process User admin · BK · Head Office | P2 | Closed | 1.35 hr | 1.2 days | Met |
| ALD717-100356 | 17 Feb 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Closed | 9.71 hr | 2.3 days | Missed |
| ALD717-100355 | 13 Feb 2026 | Incident | Handset registration Telephony · SE · Site 2 | P2 | Closed | 4.02 hr | 1.1 days | Met |
| ALD717-100354 | 12 Feb 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Remote | P3 | Closed | 0.49 hr | 1.7 days | Met |
| ALD717-100353 | 10 Feb 2026 | Change · excluded | Screen flickering Hardware · SE · Remote | P3 | Closed | — | — | n/a |
| ALD717-100352 | 09 Feb 2026 | Service Request | New starter setup User admin · TAG · Head Office | P2 | Closed | 1.28 hr | 6.0 hr | Met |
| ALD717-100351 | 07 Feb 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P2 | Resolved | — | — | n/a |
| ALD717-100350 | 06 Feb 2026 | Service Request · excluded | Printer offline Printing · 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.