SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 202 records in this selection sit outside that — quotes, projects and planned installs, plus 87 calls billed time and materials. They stay visible for volume context.
Service performance
561 eligible records in this yearAverage first response
3.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
91.0%
49 call(s) over the 8-hour target
First-time fix
72.8%
Where the source records the field
Volume
Contract calls
561
763 calls logged in the period
Off contract
87
£27,226.5 chargeable
Open / closed
15 / 748
Across the selected period
Data-quality gaps
18
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
561
records
- Network63
- Telephony61
- Email61
- Line of business app58
- User admin58
- Backup57
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 561 | 3.44 hr | 91.0% | 49 | 202 |
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 | 89 | 3.39 hr | 90% | 9 |
| Anne-Marie Cable | 69 | 3.21 hr | 94% | 4 |
| Barry Ebbs | 57 | 4.85 hr | 84% | 9 |
| (Not recorded) | 56 | 2.48 hr | 98% | 1 |
| Stacey Thomas | 47 | 3.95 hr | 87% | 6 |
| Damian Armstrong | 33 | 2.49 hr | 97% | 1 |
| Kelly Gregory | 33 | 4.75 hr | 87% | 4 |
| Rachael Parkin | 32 | 5.94 hr | 87% | 4 |
| Aiden Higgins | 32 | 2.40 hr | 94% | 2 |
| Daniel Blacker | 32 | 2.15 hr | 97% | 1 |
| Chloe Dempsey | 29 | 3.89 hr | 85% | 4 |
| Phil Jenkins | 27 | 2.31 hr | 93% | 2 |
49 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304908 | Rachael Parkin | Dell Latitude 7420 | 2026-03-18 16:30 | 47.25 hr | +39.3 | KB | Call quality issue |
| 304876 | Rachael Parkin | Dell Latitude E7470 | 2026-03-09 15:40 | 44.64 hr | +36.6 | BK | Switch port fault |
| 305146 | Stacey Thomas | Apple iPhone 12 | 2026-05-28 09:31 | 44.03 hr | +36.0 | KB | Screen flickering |
| 305248 | Kelly Gregory | Dell OptiPlex 3050 | 2026-07-01 17:41 | 43.74 hr | +35.7 | KB | Distribution list change |
| 304759 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-02-05 11:52 | 39.82 hr | +31.8 | SE | Message quarantined |
| 304666 | Barry Ebbs | Lenovo ThinkCentre M70q | 2026-01-08 12:55 | 39.68 hr | +31.7 | TAG | Permission change |
| 304831 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-02-23 11:00 | 37.92 hr | +29.9 | SE | Restore request |
| 304893 | (Not recorded) | Dell Latitude E7470 | 2026-03-16 09:18 | 35.46 hr | +27.5 | BK | New printer driver rollout |
| 305170 | Karen Taylor | Dell Latitude 5440 | 2026-06-04 15:54 | 35.15 hr | +27.1 | KB | Replacement keyboard |
| 305145 | Kelly Gregory | Dell OptiPlex 3050 | 2026-05-28 09:06 | 33.91 hr | +25.9 | SE | Leaver process |
| 305317 | Barry Ebbs | Dell Latitude E7470 | 2026-07-23 08:28 | 33.85 hr | +25.9 | AB | Mailbox delegation |
| 304979 | Damian Armstrong | Dell OptiPlex 3050 | 2026-04-09 15:53 | 30.12 hr | +22.1 | BK | Message quarantined |
| 305196 | Chloe Dempsey | HP ProBook 450 G6 | 2026-06-11 10:28 | 26.13 hr | +18.1 | SE | Call quality issue |
| 304945 | Barry Ebbs | HP ProBook 450 G6 | 2026-03-31 11:47 | 25.38 hr | +17.4 | BK | Teams sign-in loop |
| 305281 | Barry Ebbs | Lenovo ThinkCentre M70q | 2026-07-10 16:57 | 24.74 hr | +16.7 | TAG | Outlook not syncing |
| 305010 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-04-16 11:58 | 22.92 hr | +14.9 | KB | Laptop will not boot |
| 304854 | Rachael Parkin | HP EliteBook 840 G9 | 2026-03-02 14:48 | 21.75 hr | +13.8 | TAG | Distribution list change |
| 305333 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-07-29 12:35 | 21.29 hr | +13.3 | KB | Printer offline |
| 305083 | Stacey Thomas | HP ProDesk 400 G7 | 2026-05-06 16:13 | 19.93 hr | +11.9 | BK | Teams sign-in loop |
| 304801 | Barry Ebbs | Dell Latitude 5440 | 2026-02-17 16:12 | 17.50 hr | +9.5 | TAG | SharePoint permission request |
| 305327 | Chloe Dempsey | HP ProBook 450 G6 | 2026-07-27 17:29 | 15.83 hr | +7.8 | ML | Distribution list change |
| 305406 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-08-25 11:30 | 12.33 hr | +4.3 | BK | Phishing report triage |
| 304922 | Barry Ebbs | Dell OptiPlex 3050 | 2026-03-24 16:47 | 11.99 hr | +4.0 | KB | Voicemail not delivering |
| 305279 | Barry Ebbs | HP EliteBook 840 G9 | 2026-07-09 09:37 | 11.81 hr | +3.8 | TAG | Spoofed email reported |
| 305297 | Karen Taylor | Lenovo ThinkPad T14 | 2026-07-15 17:49 | 11.73 hr | +3.7 | AB | Retention change |
| 304951 | Rachael Parkin | HP ProBook 450 G6 | 2026-04-01 08:14 | 11.41 hr | +3.4 | AB | Outlook not syncing |
| 304758 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-02-04 11:53 | 11.40 hr | +3.4 | TAG | Laptop will not boot |
| 305239 | Karen Taylor | Lenovo ThinkPad T14 | 2026-06-24 15:58 | 11.36 hr | +3.4 | SE | Scan to email failing |
| 304729 | Karen Taylor | Apple MacBook Pro 14 | 2026-01-27 17:00 | 11.29 hr | +3.3 | SE | Distribution list change |
| 304771 | Daniel Blacker | HP ProBook 450 G6 | 2026-02-09 13:49 | 11.29 hr | +3.3 | TAG | Backup capacity review |
| 305211 | Barry Ebbs | HP ProBook 450 G6 | 2026-06-17 16:01 | 10.97 hr | +3.0 | ML | Handset registration |
| 304644 | Barry Ebbs | Dell Latitude 5440 | 2026-01-01 11:21 | 10.69 hr | +2.7 | SE | Printer offline |
| 304953 | Aiden Higgins | HP ProDesk 400 G7 | 2026-04-01 10:13 | 10.52 hr | +2.5 | TAG | SharePoint permission request |
| 305316 | Anne-Marie Cable | Dell Latitude 7420 | 2026-07-22 12:15 | 10.15 hr | +2.1 | ML | Suspicious sign-in review |
| 305357 | Phil Jenkins | Dell OptiPlex 7010 | 2026-08-06 09:18 | 9.67 hr | +1.7 | AB | Site offline |
| 305294 | Karen Taylor | HP ProDesk 400 G7 | 2026-07-15 12:13 | 9.45 hr | +1.4 | AB | Message quarantined |
| 305061 | Stacey Thomas | Apple MacBook Air M2 | 2026-04-30 12:45 | 9.41 hr | +1.4 | BK | Teams sign-in loop |
| 305280 | Kelly Gregory | HP ProDesk 400 G7 | 2026-07-10 10:43 | 9.35 hr | +1.4 | AB | Switch port fault |
| 304787 | Stacey Thomas | Dell OptiPlex 7010 | 2026-02-13 13:37 | 9.17 hr | +1.2 | KB | Handset registration |
| 305343 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-08-03 11:11 | 9.06 hr | +1.1 | SE | Spoofed email reported |
| 305284 | Anne-Marie Cable | Dell Latitude E7470 | 2026-07-13 11:44 | 9.02 hr | +1.0 | ML | Message quarantined |
| 305009 | Kelly Gregory | Dell Latitude E7470 | 2026-04-15 12:33 | 8.93 hr | +0.9 | AB | Name change request |
| 305289 | Aiden Higgins | Dell Latitude 7420 | 2026-07-14 13:07 | 8.53 hr | +0.5 | KB | Report not generating |
| 305306 | Julie Herbert | Lenovo ThinkPad T14 | 2026-07-20 08:11 | 8.37 hr | +0.4 | TAG | Report not generating |
| 304958 | Julie Herbert | Apple MacBook Air M2 | 2026-04-02 09:16 | 8.31 hr | +0.3 | KB | Printer offline |
| 305332 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-07-28 10:39 | 8.31 hr | +0.3 | KB | Site offline |
| 305364 | Karen Taylor | HP ProDesk 400 G7 | 2026-08-10 10:45 | 8.28 hr | +0.3 | BK | Suspicious sign-in review |
| 305326 | Karen Taylor | HP EliteBook 840 G9 | 2026-07-27 15:58 | 8.18 hr | +0.2 | ML | Distribution list change |
| 304668 | Karen Taylor | Dell Latitude 7420 | 2026-01-09 10:47 | 8.14 hr | +0.1 | KB | Licence renewal |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 20 | 05 Jan 2026 – 18 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 17 | 06 Jan 2026 – 11 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 15 | 15 Jan 2026 – 12 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 15 | 16 Jan 2026 – 24 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 14 | 26 Jan 2026 – 12 Aug 2026 |
| Karen Taylor | Line of business app | 13 | 09 Jan 2026 – 10 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 13 | 26 Jan 2026 – 21 Aug 2026 |
| Karen Taylor | Backup / restore | 12 | 06 Jan 2026 – 21 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Email / Microsoft 365 | 14 | 09 Jan 2026 – 21 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 13 | 06 Jan 2026 – 12 Aug 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 12 | 05 Jan 2026 – 06 Aug 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 12 | 06 Jan 2026 – 24 Aug 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 12 | 05 Feb 2026 – 21 Jul 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 12 | 12 Feb 2026 – 12 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 11 | 06 Jan 2026 – 22 Jul 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 11 | 12 Jan 2026 – 08 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
763 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ASH050-102287 | 25 Aug 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Closed | 12.33 hr | 10.9 hr | Missed |
| ASH050-102286 | 25 Aug 2026 | Incident | Handset registration Telephony · KB · Head Office | P2 | Closed | 1.10 hr | 1.6 hr | Met |
| ASH050-102285 | 25 Aug 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 0.13 hr | 1.7 days | Met |
| ASH050-102284 | 24 Aug 2026 | Incident | Site offline Network · ML · Head Office | P2 | Open | — | — | n/a |
| ASH050-102283 | 24 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P2 | Resolved | 5.55 hr | 6.6 hr | Met |
| ASH050-102282 | 24 Aug 2026 | Incident | Restore request Backup · BK · Head Office | P2 | In Progress | — | — | n/a |
| ASH050-102281 | 24 Aug 2026 | Incident | Distribution list change Email · TAG · Site 2 | P3 | Resolved | 1.19 hr | 1.6 days | Met |
| ASH050-102280 | 24 Aug 2026 | Service Request · excluded | Distribution list change Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| ASH050-102279 | 24 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · KB · Remote | P4 | Closed | — | — | n/a |
| ASH050-102278 | 24 Aug 2026 | Service Request | Toner replacement Printing · KB · Site 2 | P3 | Closed | 1.15 hr | 13.6 hr | Met |
| ASH050-102277 | 21 Aug 2026 | Incident · excluded | Docking station not detected Hardware · KB · Branch | P3 | Closed | — | — | n/a |
| ASH050-102276 | 21 Aug 2026 | Incident | Spoofed email reported Email · BK · Head Office | P3 | Closed | 0.12 hr | 2.0 hr | Met |
| ASH050-102275 | 21 Aug 2026 | Incident | Retention change Backup · SE · Head Office | P2 | Closed | 3.14 hr | 2.1 days | Met |
| ASH050-102274 | 20 Aug 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Closed | 4.61 hr | 1.9 days | Met |
| ASH050-102273 | 20 Aug 2026 | Service Request | Mailbox delegation Email · AB · Branch | P4 | Resolved | 1.30 hr | 9.6 hr | Met |
| ASH050-102272 | 19 Aug 2026 | Service Request | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 5.13 hr | 1.2 days | Met |
| ASH050-102271 | 18 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Resolved | 0.68 hr | 18.2 hr | Met |
| ASH050-102270 | 18 Aug 2026 | Service Request | Database timeout Line of business app · ML · Remote | P3 | Resolved | 0.87 hr | 2.1 days | Met |
| ASH050-102269 | 18 Aug 2026 | Incident | MFA reset Security · ML · Remote | P3 | Closed | 1.30 hr | 2.1 days | Met |
| ASH050-102268 | 18 Aug 2026 | Service Request | Switch port fault Network · ML · Head Office | P3 | Closed | 0.36 hr | 1.3 days | Met |
| ASH050-102267 | 18 Aug 2026 | Project · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Open | — | — | n/a |
| ASH050-102266 | 17 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Open | — | — | n/a |
| ASH050-102265 | 17 Aug 2026 | Incident | Permission change User admin · SE · Head Office | P1 | Closed | 1.02 hr | 11.7 hr | Met |
| ASH050-102264 | 17 Aug 2026 | Quote · excluded | Database timeout Line of business app · TAG · Remote | P3 | Open | — | — | n/a |
| ASH050-102263 | 16 Aug 2026 | Incident · excluded | Retention change Backup · TAG · Remote | P3 | Closed | — | — | n/a |
| ASH050-102262 | 14 Aug 2026 | Incident | Backup capacity review Backup · AB · Site 2 | P3 | Closed | 3.93 hr | 8.9 hr | Met |
| ASH050-102261 | 14 Aug 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Closed | 1.01 hr | 1.6 hr | Met |
| ASH050-102260 | 14 Aug 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| ASH050-102259 | 14 Aug 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Branch | P4 | Open | — | — | n/a |
| ASH050-102258 | 14 Aug 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 5.02 hr | 1.9 days | Met |
| ASH050-102257 | 13 Aug 2026 | Service Request | Backup capacity review Backup · KB · Remote | P2 | Closed | 0.36 hr | 8.4 hr | Met |
| ASH050-102256 | 13 Aug 2026 | Incident | Name change request User admin · ML · Head Office | P4 | Resolved | 3.05 hr | 1.7 days | Met |
| ASH050-102255 | 12 Aug 2026 | Incident | Message quarantined Email · SE · Site 2 | P2 | Closed | 1.98 hr | 2.4 days | Met |
| ASH050-102254 | 12 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 1.00 hr | 22.8 hr | Met |
| ASH050-102253 | 12 Aug 2026 | Incident | Switch port fault Network · KB · Branch | P3 | Closed | 0.81 hr | 10.4 hr | Met |
| ASH050-102252 | 12 Aug 2026 | Service Request | Phishing report triage Security · AB · Head Office | P3 | Closed | 0.12 hr | 1.8 days | Met |
| ASH050-102251 | 12 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Resolved | 2.85 hr | 1.2 days | Met |
| ASH050-102250 | 12 Aug 2026 | Service Request | Switch port fault Network · BK · Head Office | P3 | Closed | 0.62 hr | 2.3 days | Met |
| ASH050-102249 | 12 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | 5.30 hr | 7.9 hr | Met |
| ASH050-102248 | 11 Aug 2026 | Service Request | MFA reset Security · TAG · Head Office | P4 | Resolved | 0.66 hr | 18.4 hr | Met |
| ASH050-102247 | 11 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Branch | P2 | Closed | 1.58 hr | 12.0 hr | Met |
| ASH050-102246 | 10 Aug 2026 | Service Request | New extension setup Telephony · KB · Branch | P3 | Closed | 1.22 hr | 15.5 hr | Met |
| ASH050-102245 | 10 Aug 2026 | Incident | Suspicious sign-in review Security · BK · Site 2 | P2 | Closed | 8.28 hr | 18.4 hr | Missed |
| ASH050-102244 | 10 Aug 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Closed | 1.37 hr | 2.3 days | Met |
| ASH050-102243 | 10 Aug 2026 | Incident | Site offline Network · BK · Branch | P3 | Closed | 0.98 hr | 1.2 days | Met |
| ASH050-102242 | 10 Aug 2026 | Incident | Report not generating Line of business app · ML · Head Office | P1 | Closed | 0.28 hr | 14.7 hr | Met |
| ASH050-102241 | 07 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P1 | Resolved | 1.04 hr | 8.1 hr | Met |
| ASH050-102240 | 07 Aug 2026 | Incident | Slow VPN Network · BK · Head Office | P4 | Closed | 1.21 hr | 13.8 hr | Met |
| ASH050-102239 | 06 Aug 2026 | Incident | Leaver process User admin · ML · Remote | P3 | Resolved | 1.05 hr | 2.4 days | Met |
| ASH050-102238 | 06 Aug 2026 | Incident | Site offline Network · AB · Head Office | P1 | Closed | 9.67 hr | 1.1 hr | Missed |
| ASH050-102237 | 06 Aug 2026 | Incident | Printer offline Printing · BK · Head Office | P4 | Closed | 1.90 hr | 1.3 days | Met |
| ASH050-102236 | 06 Aug 2026 | Service Request · excluded | Laptop will not boot Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| ASH050-102235 | 06 Aug 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Resolved | 1.05 hr | 1.9 days | Met |
| ASH050-102234 | 05 Aug 2026 | Service Request | Backup job failed Backup · KB · Head Office | P2 | Closed | 1.26 hr | 13.7 hr | Met |
| ASH050-102233 | 04 Aug 2026 | Incident · excluded | Scan to email failing Printing · SE · Head Office | P4 | Closed | — | — | n/a |
| ASH050-102232 | 04 Aug 2026 | Project · excluded | Report not generating Line of business app · SE · Head Office | P3 | In Progress | — | — | n/a |
| ASH050-102231 | 04 Aug 2026 | Incident | Spoofed email reported Email · KB · Site 2 | P2 | Closed | 6.63 hr | 12.8 hr | Met |
| ASH050-102230 | 04 Aug 2026 | Planned Install · excluded | Distribution list change Email · TAG · Remote | P3 | In Progress | — | — | n/a |
| ASH050-102229 | 04 Aug 2026 | Change | Phishing report triage Security · SE · Remote | P2 | Resolved | 5.69 hr | 1.2 days | Met |
| ASH050-102228 | 03 Aug 2026 | Incident · excluded | Backup capacity review Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| ASH050-102227 | 03 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Closed | 1.20 hr | 1.2 days | Met |
| ASH050-102226 | 03 Aug 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Closed | 3.95 hr | 15.6 hr | Met |
| ASH050-102225 | 03 Aug 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.33 hr | 8.4 hr | Met |
| ASH050-102224 | 03 Aug 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P2 | Closed | 9.06 hr | 4.5 hr | Missed |
| ASH050-102223 | 03 Aug 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Closed | 6.12 hr | 1.7 days | Met |
| ASH050-102222 | 03 Aug 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 1.34 hr | 17.4 hr | Met |
| ASH050-102221 | 31 Jul 2026 | Service Request | Switch port fault Network · SE · Branch | P3 | Closed | 0.28 hr | 2.3 days | Met |
| ASH050-102220 | 31 Jul 2026 | Service Request | Phishing report triage Security · TAG · Remote | P3 | Closed | 1.38 hr | 1.1 days | Met |
| ASH050-102219 | 31 Jul 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Resolved | 0.08 hr | 1.3 hr | Met |
| ASH050-102218 | 31 Jul 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Closed | 1.08 hr | 4.8 hr | Met |
| ASH050-102217 | 30 Jul 2026 | Planned Install · excluded | Backup job failed Backup · ML · Site 2 | P3 | Open | — | — | n/a |
| ASH050-102216 | 29 Jul 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P4 | Closed | 1.23 hr | 1.5 days | Met |
| ASH050-102215 | 29 Jul 2026 | Project · excluded | Docking station not detected Hardware · TAG · Head Office | P2 | Resolved | — | — | n/a |
| ASH050-102214 | 29 Jul 2026 | Service Request | Printer offline Printing · KB · Head Office | P4 | Closed | 21.29 hr | 1.2 days | Missed |
| ASH050-102213 | 28 Jul 2026 | Incident | Site offline Network · KB · Head Office | P3 | Resolved | 8.31 hr | 2.5 hr | Missed |
| ASH050-102212 | 27 Jul 2026 | Incident · excluded | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | — | — | n/a |
| ASH050-102211 | 27 Jul 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P3 | Resolved | 0.37 hr | 1.5 days | Met |
| ASH050-102210 | 27 Jul 2026 | Service Request | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ASH050-102209 | 27 Jul 2026 | Incident | Call quality issue Telephony · TAG · Branch | P3 | Closed | 0.49 hr | 1.6 days | Met |
| ASH050-102208 | 27 Jul 2026 | Incident | Distribution list change Email · ML · Head Office | P4 | Closed | 15.83 hr | 13.9 hr | Missed |
| ASH050-102207 | 27 Jul 2026 | Incident | Distribution list change Email · ML · Remote | P4 | Closed | 8.18 hr | 10.1 hr | Missed |
| ASH050-102206 | 24 Jul 2026 | Service Request | Switch port fault Network · ML · Site 2 | P3 | Resolved | — | — | n/a |
| ASH050-102205 | 24 Jul 2026 | Service Request | Laptop will not boot Hardware · BK · Head Office | P2 | Closed | 1.37 hr | 2.3 days | Met |
| ASH050-102204 | 23 Jul 2026 | Service Request | Permission change User admin · BK · Remote | P4 | Closed | 4.22 hr | 1.8 days | Met |
| ASH050-102203 | 23 Jul 2026 | Quote · excluded | Permission change User admin · TAG · Head Office | P2 | In Progress | — | — | n/a |
| ASH050-102202 | 23 Jul 2026 | Service Request | Leaver process User admin · TAG · Remote | P4 | Closed | 0.61 hr | 2.1 days | Met |
| ASH050-102201 | 23 Jul 2026 | Incident | Database timeout Line of business app · BK · Site 2 | P4 | Resolved | 0.94 hr | 4.5 hr | Met |
| ASH050-102200 | 23 Jul 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Resolved | 4.20 hr | 2.5 days | Met |
| ASH050-102199 | 23 Jul 2026 | Change | Database timeout Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| ASH050-102198 | 23 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 33.85 hr | 2.0 days | Missed |
| ASH050-102197 | 22 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 10.15 hr | 2.1 days | Missed |
| ASH050-102196 | 22 Jul 2026 | Incident | MFA reset Security · KB · Head Office | P2 | Resolved | 1.29 hr | 2.5 days | Met |
| ASH050-102195 | 21 Jul 2026 | Incident | Mailbox delegation Email · SE · Head Office | P1 | Resolved | 0.96 hr | 9.8 hr | Met |
| ASH050-102194 | 21 Jul 2026 | Incident | Backup capacity review Backup · KB · Remote | P1 | Closed | 1.12 hr | 3.3 hr | Met |
| ASH050-102193 | 21 Jul 2026 | Quote · excluded | Handset registration Telephony · KB · Head Office | P4 | Open | — | — | n/a |
| ASH050-102192 | 21 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | 3.24 hr | 1.3 days | Met |
| ASH050-102191 | 21 Jul 2026 | Service Request | Spoofed email reported Email · BK · Branch | P2 | Closed | 5.14 hr | 2.2 days | Met |
| ASH050-102190 | 20 Jul 2026 | Quote · excluded | Call quality issue Telephony · ML · Head Office | P3 | Open | — | — | n/a |
| ASH050-102189 | 20 Jul 2026 | Incident | Toner replacement Printing · BK · Remote | P2 | Closed | 0.66 hr | 1.9 days | Met |
| ASH050-102188 | 20 Jul 2026 | Incident | MFA reset Security · ML · Branch | P3 | Closed | 2.59 hr | 20.0 hr | Met |
| ASH050-102187 | 20 Jul 2026 | Incident | Report not generating Line of business app · TAG · Remote | P4 | Resolved | 8.37 hr | 23.0 hr | Missed |
| ASH050-102186 | 20 Jul 2026 | Change | Site offline Network · ML · Head Office | P2 | Closed | 0.19 hr | 2.1 days | Met |
| ASH050-102185 | 20 Jul 2026 | Quote · excluded | Slow VPN Network · BK · Remote | P2 | Closed | — | — | n/a |
| ASH050-102184 | 17 Jul 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Closed | 5.27 hr | 2.5 days | Met |
| ASH050-102183 | 17 Jul 2026 | Change | Slow VPN Network · ML · Remote | P3 | Closed | 1.58 hr | 2.1 hr | Met |
| ASH050-102182 | 16 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 0.36 hr | 2.1 days | Met |
| ASH050-102181 | 16 Jul 2026 | Service Request | Leaver process User admin · ML · Head Office | P3 | Resolved | 0.76 hr | 1.8 days | Met |
| ASH050-102180 | 16 Jul 2026 | Change | Slow VPN Network · ML · Remote | P4 | Resolved | 0.56 hr | 1.4 days | Met |
| ASH050-102179 | 16 Jul 2026 | Service Request | Switch port fault Network · AB · Head Office | P3 | Resolved | 0.72 hr | 2.1 days | Met |
| ASH050-102178 | 15 Jul 2026 | Incident | Retention change Backup · AB · Remote | P3 | Closed | 11.73 hr | 7.9 hr | Missed |
| ASH050-102177 | 15 Jul 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P2 | In Progress | — | — | n/a |
| ASH050-102176 | 15 Jul 2026 | Planned Install · excluded | Switch port fault Network · ML · Head Office | P3 | Open | — | — | n/a |
| ASH050-102175 | 15 Jul 2026 | Change | Message quarantined Email · AB · Head Office | P3 | Closed | 9.45 hr | 0.9 hr | Missed |
| ASH050-102174 | 15 Jul 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | 3.09 hr | 1.4 days | Met |
| ASH050-102173 | 15 Jul 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| ASH050-102172 | 15 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Open | — | — | n/a |
| ASH050-102171 | 14 Jul 2026 | Incident | Toner replacement Printing · BK · Remote | P2 | Resolved | 0.84 hr | 7.9 hr | Met |
| ASH050-102170 | 14 Jul 2026 | Service Request | Report not generating Line of business app · KB · Site 2 | P2 | Closed | 8.53 hr | 2.4 days | Missed |
| ASH050-102169 | 14 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 5.50 hr | 2.5 days | Met |
| ASH050-102168 | 14 Jul 2026 | Incident | MFA reset Security · ML · Branch | P2 | Resolved | — | — | n/a |
| ASH050-102167 | 13 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | — | — | n/a |
| ASH050-102166 | 13 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 5.13 hr | 1.8 days | Met |
| ASH050-102165 | 13 Jul 2026 | Incident | Message quarantined Email · ML · Branch | P4 | Closed | 9.02 hr | 2.5 days | Missed |
| ASH050-102164 | 13 Jul 2026 | Service Request | Replacement keyboard Hardware · AB · Branch | P3 | Resolved | 0.76 hr | 1.4 days | Met |
| ASH050-102163 | 10 Jul 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P4 | Closed | 0.63 hr | 1.0 days | Met |
| ASH050-102162 | 10 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P2 | Closed | 24.74 hr | 10.1 hr | Missed |
| ASH050-102161 | 10 Jul 2026 | Incident | Switch port fault Network · AB · Head Office | P3 | Closed | 9.35 hr | 1.6 days | Missed |
| ASH050-102160 | 09 Jul 2026 | Incident | Spoofed email reported Email · TAG · Remote | P3 | Closed | 11.81 hr | 2.3 days | Missed |
| ASH050-102159 | 09 Jul 2026 | Incident | Message quarantined Email · KB · Remote | P3 | Closed | 1.33 hr | 2.5 days | Met |
| ASH050-102158 | 09 Jul 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Closed | — | — | n/a |
| ASH050-102157 | 09 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P4 | Resolved | 2.00 hr | 2.0 days | Met |
| ASH050-102156 | 08 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Branch | P3 | Resolved | 1.11 hr | 2.0 days | Met |
| ASH050-102155 | 08 Jul 2026 | Service Request | Permission change User admin · BK · Head Office | P2 | Closed | 0.56 hr | 4.3 hr | Met |
| ASH050-102154 | 08 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | 2.91 hr | 1.1 days | Met |
| ASH050-102153 | 08 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Remote | P2 | Closed | 1.14 hr | 2.2 days | Met |
| ASH050-102152 | 08 Jul 2026 | Project · excluded | Backup job failed Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| ASH050-102151 | 08 Jul 2026 | Incident · excluded | New starter setup User admin · BK · Head Office | P3 | Resolved | — | — | n/a |
| ASH050-102150 | 07 Jul 2026 | Change | Call quality issue Telephony · AB · Remote | P4 | Resolved | 1.02 hr | 1.3 days | Met |
| ASH050-102149 | 06 Jul 2026 | Incident | Database timeout Line of business app · BK · Remote | P3 | Resolved | 1.69 hr | 1.4 days | Met |
| ASH050-102148 | 06 Jul 2026 | Incident | Site offline Network · BK · Site 2 | P3 | Closed | 6.31 hr | 4.8 hr | Met |
| ASH050-102147 | 06 Jul 2026 | Incident | New starter setup User admin · BK · Site 2 | P4 | Closed | 5.82 hr | 7.0 hr | Met |
| ASH050-102146 | 06 Jul 2026 | Incident | Handset registration Telephony · SE · Head Office | P4 | Resolved | 0.83 hr | 11.7 hr | Met |
| ASH050-102145 | 04 Jul 2026 | Service Request | Call quality issue Telephony · AB · Remote | P3 | Resolved | 0.76 hr | 1.3 days | Met |
| ASH050-102144 | 04 Jul 2026 | Incident | Screen flickering Hardware · KB · Head Office | P4 | Resolved | 5.18 hr | 15.3 hr | Met |
| ASH050-102143 | 04 Jul 2026 | Change | Laptop will not boot Hardware · KB · Head Office | P1 | Closed | 0.54 hr | 3.7 hr | Met |
| ASH050-102142 | 04 Jul 2026 | Quote · excluded | New printer driver rollout Printing · AB · Branch | P3 | Closed | — | — | n/a |
| ASH050-102141 | 04 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P2 | Resolved | 2.14 hr | 2.0 days | Met |
| ASH050-102140 | 04 Jul 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Closed | 1.37 hr | 2.8 hr | Met |
| ASH050-102139 | 04 Jul 2026 | Incident · excluded | Toner replacement Printing · BK · Site 2 | P2 | Closed | — | — | n/a |
| ASH050-102138 | 03 Jul 2026 | Service Request | Spoofed email reported Email · SE · Branch | P2 | Closed | 2.14 hr | 1.9 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.