SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 49 records in this selection sit outside that — quotes, projects and planned installs, plus 17 calls billed time and materials. They stay visible for volume context.
Service performance
125 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.0%
13 call(s) over the 8-hour target
First-time fix
64.8%
Where the source records the field
Volume
Contract calls
125
174 calls logged in the period
Off contract
17
£7,818.75 chargeable
Open / closed
2 / 172
Across the selected period
Data-quality gaps
7
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
125
records
- Network15
- Security15
- Microsoft 36515
- Line of business app14
- Email13
- Telephony12
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 125 | 4.09 hr | 89.0% | 13 | 49 |
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 | 21 | 2.34 hr | 95% | 1 |
| Anne-Marie Cable | 16 | 2.79 hr | 87% | 2 |
| Chloe Dempsey | 13 | 5.83 hr | 83% | 2 |
| Stacey Thomas | 12 | 8.40 hr | 75% | 3 |
| (Not recorded) | 11 | 1.37 hr | 100% | 0 |
| Barry Ebbs | 10 | 3.68 hr | 90% | 1 |
| Daniel Blacker | 8 | 4.25 hr | 88% | 1 |
| Kelly Gregory | 7 | 1.27 hr | 100% | 0 |
| Rachael Parkin | 7 | 3.73 hr | 80% | 1 |
| Julie Herbert | 6 | 2.51 hr | 100% | 0 |
| Damian Armstrong | 5 | 10.26 hr | 80% | 1 |
| Aiden Higgins | 5 | 2.45 hr | 100% | 0 |
13 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 38.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307727 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-08-03 08:56 | 46.15 hr | +38.1 | ML | Application crash on launch |
| 307656 | Stacey Thomas | HP ProDesk 400 G7 | 2026-04-30 14:53 | 43.80 hr | +35.8 | SE | Database timeout |
| 307687 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-06-10 14:01 | 40.45 hr | +32.5 | AB | Message quarantined |
| 307589 | Phil Jenkins | Dell Latitude E7470 | 2026-01-30 17:27 | 29.35 hr | +21.4 | ML | Handset registration |
| 307725 | Daniel Blacker | Dell OptiPlex 3050 | 2026-07-24 09:53 | 19.17 hr | +11.2 | SE | Slow VPN |
| 307617 | Rachael Parkin | Dell OptiPlex 7010 | 2026-03-11 08:40 | 16.30 hr | +8.3 | KB | Printer offline |
| 307692 | Stacey Thomas | Aruba AP-515 | 2026-06-16 14:48 | 14.40 hr | +6.4 | AB | New extension setup |
| 307678 | Karen Taylor | Apple MacBook Pro 14 | 2026-06-01 16:23 | 11.67 hr | +3.7 | BK | Licence renewal |
| 307686 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-06-09 09:12 | 10.92 hr | +2.9 | BK | New printer driver rollout |
| 307673 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-05-22 11:20 | 9.92 hr | +1.9 | KB | Leaver process |
| 307708 | Stacey Thomas | Apple iPhone 14 | 2026-07-01 15:16 | 9.37 hr | +1.4 | SE | Screen flickering |
| 307671 | Barry Ebbs | Samsung Galaxy A54 | 2026-05-19 08:48 | 8.96 hr | +1.0 | TAG | New starter setup |
| 307696 | Anne-Marie Cable | Dell Latitude 7420 | 2026-06-19 14:26 | 8.59 hr | +0.6 | KB | Name change request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 8 | 02 Jan 2026 – 05 Aug 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 6 | 06 Jan 2026 – 25 Jun 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 04 Feb 2026 – 19 Jun 2026 |
| (Not recorded) | Monitoring / server / security | 4 | 05 Feb 2026 – 06 Jun 2026 |
| Anne-Marie Cable | Printing | 4 | 26 Mar 2026 – 21 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 06 Apr 2026 – 06 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 4 | 17 Apr 2026 – 09 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 09 Jan 2026 – 10 Apr 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProDesk 400 G7 | Line of business app | 6 | 18 Feb 2026 – 23 Jul 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 5 | 02 Jan 2026 – 20 Apr 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 5 | 26 Jan 2026 – 03 Jun 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 4 | 16 Jan 2026 – 05 Aug 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 4 | 27 Jan 2026 – 28 Apr 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 4 | 06 Feb 2026 – 15 Jun 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 3 | 17 Feb 2026 – 24 Apr 2026 |
| Apple iPhone 12 | Monitoring / server / security | 3 | 16 Mar 2026 – 05 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
174 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ASH512-100508 | 24 Aug 2026 | Incident | Database timeout Line of business app · BK · Head Office | P3 | Closed | 3.22 hr | 1.7 days | Met |
| ASH512-100507 | 21 Aug 2026 | Incident | Toner replacement Printing · ML · Branch | P3 | Closed | 0.92 hr | 1.9 days | Met |
| ASH512-100506 | 20 Aug 2026 | Incident | Phishing report triage Security · ML · Head Office | P4 | Resolved | 0.78 hr | 22.3 hr | Met |
| ASH512-100505 | 20 Aug 2026 | Incident | New extension setup Telephony · KB · Remote | P2 | Resolved | 1.28 hr | 2.1 days | Met |
| ASH512-100504 | 19 Aug 2026 | Incident · excluded | Leaver process User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| ASH512-100503 | 17 Aug 2026 | Incident · excluded | Printer offline Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ASH512-100502 | 17 Aug 2026 | Incident | Scan to email failing Printing · AB · Head Office | P4 | Closed | 3.83 hr | 13.0 hr | Met |
| ASH512-100501 | 13 Aug 2026 | Change | Toner replacement Printing · KB · Head Office | P2 | Closed | 0.93 hr | 4.6 hr | Met |
| ASH512-100500 | 11 Aug 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 5.83 hr | 2.0 days | Met |
| ASH512-100499 | 10 Aug 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 3.95 hr | 1.1 days | Met |
| ASH512-100498 | 06 Aug 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · KB · Branch | P4 | Closed | — | — | n/a |
| ASH512-100497 | 06 Aug 2026 | Incident | Spoofed email reported Email · TAG · Branch | P3 | Resolved | 0.66 hr | 1.8 days | Met |
| ASH512-100496 | 05 Aug 2026 | Incident | Slow VPN Network · AB · Head Office | P2 | Resolved | 1.01 hr | 2.4 days | Met |
| ASH512-100495 | 05 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 0.17 hr | 1.7 days | Met |
| ASH512-100494 | 04 Aug 2026 | Incident | Scan to email failing Printing · KB · Head Office | P2 | Closed | 0.95 hr | 1.8 days | Met |
| ASH512-100493 | 04 Aug 2026 | Service Request | MFA reset Security · AB · Remote | P3 | Closed | 0.97 hr | 2.4 days | Met |
| ASH512-100492 | 03 Aug 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P3 | Resolved | 46.15 hr | 22.7 hr | Missed |
| ASH512-100491 | 03 Aug 2026 | Quote · excluded | Report not generating Line of business app · BK · Branch | P3 | Resolved | — | — | n/a |
| ASH512-100490 | 24 Jul 2026 | Change | Slow VPN Network · SE · Head Office | P3 | Closed | 19.17 hr | 2.4 days | Missed |
| ASH512-100489 | 23 Jul 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Resolved | 1.12 hr | 2.4 days | Met |
| ASH512-100488 | 23 Jul 2026 | Service Request | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | 1.50 hr | 1.1 days | Met |
| ASH512-100487 | 22 Jul 2026 | Service Request | Backup job failed Backup · KB · Site 2 | P4 | Closed | 0.17 hr | 2.2 days | Met |
| ASH512-100486 | 20 Jul 2026 | Quote · excluded | Mailbox delegation Email · KB · Head Office | P4 | In Progress | — | — | n/a |
| ASH512-100485 | 17 Jul 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 2.97 hr | 1.5 days | Met |
| ASH512-100484 | 16 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 3.85 hr | 13.3 hr | Met |
| ASH512-100483 | 15 Jul 2026 | Quote · excluded | Endpoint alert investigation Security · AB · Remote | P3 | In Progress | — | — | n/a |
| ASH512-100482 | 15 Jul 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P2 | Closed | 5.06 hr | 2.0 days | Met |
| ASH512-100481 | 10 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Site 2 | P3 | Resolved | 0.24 hr | 2.0 days | Met |
| ASH512-100480 | 09 Jul 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Resolved | 0.24 hr | 2.0 days | Met |
| ASH512-100479 | 09 Jul 2026 | Incident | Retention change Backup · TAG · Head Office | P4 | Resolved | 0.31 hr | 18.3 hr | Met |
| ASH512-100478 | 08 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 0.45 hr | 2.2 days | Met |
| ASH512-100477 | 07 Jul 2026 | Quote · excluded | Licence renewal Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| ASH512-100476 | 06 Jul 2026 | Project · excluded | New printer driver rollout Printing · BK · Head Office | P2 | Closed | — | — | n/a |
| ASH512-100475 | 03 Jul 2026 | Change | Laptop will not boot Hardware · KB · Head Office | P4 | Closed | 1.19 hr | 2.5 days | Met |
| ASH512-100474 | 02 Jul 2026 | Service Request | Site offline Network · ML · Head Office | P3 | Closed | 5.82 hr | 2.4 days | Met |
| ASH512-100473 | 01 Jul 2026 | Incident | Screen flickering Hardware · SE · Branch | P3 | Resolved | 9.37 hr | 1.9 days | Missed |
| ASH512-100472 | 01 Jul 2026 | Service Request | Leaver process User admin · AB · Remote | P3 | Resolved | 5.92 hr | 2.4 days | Met |
| ASH512-100471 | 30 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | 1.08 hr | 14.8 hr | Met |
| ASH512-100470 | 29 Jun 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 2.13 hr | 2.0 hr | Met |
| ASH512-100469 | 29 Jun 2026 | Incident · excluded | Call quality issue Telephony · BK · Branch | P2 | Resolved | — | — | n/a |
| ASH512-100468 | 26 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Closed | 1.53 hr | 12.5 hr | Met |
| ASH512-100467 | 25 Jun 2026 | Incident | Licence renewal Line of business app · BK · Site 2 | P2 | Closed | 5.12 hr | 2.4 days | Met |
| ASH512-100466 | 25 Jun 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Closed | 0.25 hr | 1.4 days | Met |
| ASH512-100465 | 24 Jun 2026 | Incident | Permission change User admin · BK · Head Office | P2 | Closed | 4.72 hr | 1.6 days | Met |
| ASH512-100464 | 23 Jun 2026 | Project · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| ASH512-100463 | 22 Jun 2026 | Incident | Permission change User admin · TAG · Remote | P4 | Closed | 5.96 hr | 14.8 hr | Met |
| ASH512-100462 | 19 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Resolved | 2.50 hr | 1.0 hr | Met |
| ASH512-100461 | 19 Jun 2026 | Service Request | Name change request User admin · KB · Head Office | P1 | Closed | 8.59 hr | 12.8 hr | Missed |
| ASH512-100460 | 18 Jun 2026 | Service Request · excluded | Report not generating Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| ASH512-100459 | 17 Jun 2026 | Quote · excluded | Permission change User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| ASH512-100458 | 17 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P1 | Resolved | 1.45 hr | 11.8 hr | Met |
| ASH512-100457 | 16 Jun 2026 | Incident | New extension setup Telephony · AB · Site 2 | P3 | Closed | 14.40 hr | 16.3 hr | Missed |
| ASH512-100456 | 15 Jun 2026 | Incident | Spoofed email reported Email · ML · Branch | P3 | Resolved | 6.50 hr | 1.5 days | Met |
| ASH512-100455 | 14 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Branch | P3 | Closed | — | — | n/a |
| ASH512-100454 | 12 Jun 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P4 | Resolved | 5.17 hr | 11.9 hr | Met |
| ASH512-100453 | 11 Jun 2026 | Service Request | Leaver process User admin · AB · Head Office | P3 | Closed | 1.11 hr | 21.5 hr | Met |
| ASH512-100452 | 10 Jun 2026 | Incident | Message quarantined Email · AB · Head Office | P2 | Resolved | 40.45 hr | 2.2 days | Missed |
| ASH512-100451 | 09 Jun 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Closed | 10.92 hr | 6.1 hr | Missed |
| ASH512-100450 | 08 Jun 2026 | Planned Install · excluded | Switch port fault Network · KB · Remote | P4 | Resolved | — | — | n/a |
| ASH512-100449 | 06 Jun 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P4 | Closed | 0.67 hr | 17.9 hr | Met |
| ASH512-100448 | 05 Jun 2026 | Planned Install · excluded | Switch port fault Network · SE · Head Office | P3 | Closed | — | — | n/a |
| ASH512-100447 | 05 Jun 2026 | Quote · excluded | Phishing report triage Security · KB · Branch | P3 | Resolved | — | — | n/a |
| ASH512-100446 | 04 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Branch | P4 | Closed | 0.24 hr | 1.4 days | Met |
| ASH512-100445 | 03 Jun 2026 | Service Request | Switch port fault Network · TAG · Branch | P3 | Closed | 1.35 hr | 1.1 days | Met |
| ASH512-100444 | 02 Jun 2026 | Service Request | Switch port fault Network · ML · Site 2 | P3 | Closed | 5.71 hr | 1.0 days | Met |
| ASH512-100443 | 01 Jun 2026 | Incident | Licence renewal Line of business app · BK · Remote | P3 | Closed | 11.67 hr | 1.2 days | Missed |
| ASH512-100442 | 01 Jun 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P3 | Resolved | 0.20 hr | 1.9 days | Met |
| ASH512-100441 | 28 May 2026 | Service Request | Voicemail not delivering Telephony · SE · Remote | P3 | Closed | 1.39 hr | 2.1 days | Met |
| ASH512-100440 | 28 May 2026 | Incident · excluded | Call quality issue Telephony · BK · Remote | P2 | Closed | — | — | n/a |
| ASH512-100439 | 25 May 2026 | Incident · excluded | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| ASH512-100438 | 22 May 2026 | Change | Leaver process User admin · KB · Branch | P2 | Resolved | 9.92 hr | 1.3 days | Missed |
| ASH512-100437 | 20 May 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P1 | Resolved | 0.91 hr | 9.7 hr | Met |
| ASH512-100436 | 19 May 2026 | Service Request | New starter setup User admin · TAG · Head Office | P4 | Closed | 8.96 hr | 7.9 hr | Missed |
| ASH512-100435 | 18 May 2026 | Incident | Handset registration Telephony · SE · Branch | P3 | Closed | 1.41 hr | 14.9 hr | Met |
| ASH512-100434 | 18 May 2026 | Quote · excluded | Distribution list change Email · ML · Head Office | P2 | Closed | — | — | n/a |
| ASH512-100433 | 15 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Head Office | P1 | Closed | 7.53 hr | 17.0 hr | Met |
| ASH512-100432 | 14 May 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Branch | P2 | Resolved | — | — | n/a |
| ASH512-100431 | 13 May 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P4 | Resolved | 4.09 hr | 2.4 days | Met |
| ASH512-100430 | 12 May 2026 | Change · excluded | Suspicious sign-in review Security · KB · Head Office | P1 | Closed | — | — | n/a |
| ASH512-100429 | 11 May 2026 | Incident | Backup capacity review Backup · KB · Remote | P4 | Closed | 0.61 hr | 20.3 hr | Met |
| ASH512-100428 | 11 May 2026 | Incident · excluded | Backup job failed Backup · KB · Remote | P2 | Resolved | — | — | n/a |
| ASH512-100427 | 08 May 2026 | Service Request | Mailbox delegation Email · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| ASH512-100426 | 07 May 2026 | Planned Install · excluded | Handset registration Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| ASH512-100425 | 06 May 2026 | Incident | New extension setup Telephony · ML · Head Office | P4 | Resolved | 3.51 hr | 19.8 hr | Met |
| ASH512-100424 | 05 May 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Closed | 0.40 hr | 4.4 hr | Met |
| ASH512-100423 | 04 May 2026 | Incident | Retention change Backup · KB · Head Office | P3 | Closed | 0.95 hr | 16.8 hr | Met |
| ASH512-100422 | 01 May 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P4 | Closed | 1.05 hr | 3.5 hr | Met |
| ASH512-100421 | 30 Apr 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 43.80 hr | 15.9 hr | Missed |
| ASH512-100420 | 29 Apr 2026 | Service Request · excluded | Backup job failed Backup · TAG · Branch | P3 | Closed | — | — | n/a |
| ASH512-100419 | 28 Apr 2026 | Change | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Closed | — | — | n/a |
| ASH512-100418 | 27 Apr 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Closed | 0.90 hr | 1.1 days | Met |
| ASH512-100417 | 24 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Branch | P2 | Closed | 5.19 hr | 1.4 days | Met |
| ASH512-100416 | 23 Apr 2026 | Project · excluded | Name change request User admin · KB · Head Office | P2 | Closed | — | — | n/a |
| ASH512-100415 | 21 Apr 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| ASH512-100414 | 21 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Site 2 | P4 | Closed | — | — | n/a |
| ASH512-100413 | 20 Apr 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Closed | 1.31 hr | 2.3 days | Met |
| ASH512-100412 | 17 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.39 hr | 7.7 hr | Met |
| ASH512-100411 | 16 Apr 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| ASH512-100410 | 16 Apr 2026 | Incident | Slow VPN Network · BK · Remote | P4 | Resolved | 7.03 hr | 11.1 hr | Met |
| ASH512-100409 | 15 Apr 2026 | Incident | Distribution list change Email · BK · Branch | P4 | Closed | 0.89 hr | 2.1 days | Met |
| ASH512-100408 | 14 Apr 2026 | Project · excluded | Name change request User admin · BK · Branch | P4 | Resolved | — | — | n/a |
| ASH512-100407 | 12 Apr 2026 | Service Request | Retention change Backup · AB · Site 2 | P4 | Resolved | 0.67 hr | 2.3 days | Met |
| ASH512-100406 | 10 Apr 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Resolved | 5.14 hr | 1.1 days | Met |
| ASH512-100405 | 10 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Closed | 1.81 hr | 1.2 days | Met |
| ASH512-100404 | 09 Apr 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 0.95 hr | 1.8 days | Met |
| ASH512-100403 | 08 Apr 2026 | Quote · excluded | Backup job failed Backup · KB · Head Office | P2 | Closed | — | — | n/a |
| ASH512-100402 | 08 Apr 2026 | Planned Install · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| ASH512-100401 | 07 Apr 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 1.04 hr | 10.8 hr | Met |
| ASH512-100400 | 06 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P2 | Closed | 1.29 hr | 1.6 days | Met |
| ASH512-100399 | 03 Apr 2026 | Incident | Voicemail not delivering Telephony · ML · Site 2 | P2 | Resolved | 0.36 hr | 14.0 hr | Met |
| ASH512-100398 | 03 Apr 2026 | Service Request | Spoofed email reported Email · ML · Head Office | P3 | Closed | 0.31 hr | 1.2 days | Met |
| ASH512-100397 | 02 Apr 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 2.12 hr | 2.3 days | Met |
| ASH512-100396 | 02 Apr 2026 | Change | Backup capacity review Backup · BK · Remote | P3 | Closed | — | — | n/a |
| ASH512-100395 | 01 Apr 2026 | Planned Install · excluded | New printer driver rollout Printing · ML · Remote | P4 | Resolved | — | — | n/a |
| ASH512-100394 | 31 Mar 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P2 | Closed | — | — | n/a |
| ASH512-100393 | 26 Mar 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| ASH512-100392 | 25 Mar 2026 | Service Request · excluded | Printer offline Printing · ML · Remote | P1 | Closed | — | — | n/a |
| ASH512-100391 | 24 Mar 2026 | Quote · excluded | Handset registration Telephony · KB · Remote | P4 | Closed | — | — | n/a |
| ASH512-100390 | 23 Mar 2026 | Incident | MFA reset Security · SE · Head Office | P4 | Closed | 1.12 hr | 1.4 days | Met |
| ASH512-100389 | 19 Mar 2026 | Quote · excluded | Mailbox delegation Email · AB · Branch | P4 | Closed | — | — | n/a |
| ASH512-100388 | 18 Mar 2026 | Change · excluded | Slow VPN Network · BK · Remote | P3 | Closed | — | — | n/a |
| ASH512-100387 | 17 Mar 2026 | Change | Name change request User admin · ML · Branch | P4 | Resolved | 1.21 hr | 2.1 days | Met |
| ASH512-100386 | 16 Mar 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P4 | Resolved | 2.92 hr | 1.8 days | Met |
| ASH512-100385 | 13 Mar 2026 | Service Request | Application crash on launch Line of business app · AB · Branch | P3 | Closed | 1.33 hr | 18.5 hr | Met |
| ASH512-100384 | 13 Mar 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Resolved | 0.46 hr | 1.6 days | Met |
| ASH512-100383 | 12 Mar 2026 | Change | Phishing report triage Security · KB · Head Office | P2 | Resolved | 0.41 hr | 2.6 hr | Met |
| ASH512-100382 | 11 Mar 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Resolved | 16.30 hr | 12.7 hr | Missed |
| ASH512-100381 | 10 Mar 2026 | Quote · excluded | Endpoint alert investigation Security · TAG · Branch | P1 | Closed | — | — | n/a |
| ASH512-100380 | 09 Mar 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P4 | Resolved | 2.57 hr | 12.1 hr | Met |
| ASH512-100379 | 09 Mar 2026 | Incident | Leaver process User admin · SE · Remote | P3 | Closed | 0.35 hr | 18.6 hr | Met |
| ASH512-100378 | 07 Mar 2026 | Incident · excluded | Printer offline Printing · ML · Branch | P2 | Resolved | — | — | n/a |
| ASH512-100377 | 06 Mar 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P4 | Closed | 5.33 hr | 2.5 days | Met |
| ASH512-100376 | 05 Mar 2026 | Service Request | Call quality issue Telephony · ML · Remote | P3 | Closed | 1.44 hr | 7.1 hr | Met |
| ASH512-100375 | 04 Mar 2026 | Project · excluded | Docking station not detected Hardware · ML · Site 2 | P4 | Resolved | — | — | n/a |
| ASH512-100374 | 03 Mar 2026 | Service Request | Handset registration Telephony · SE · Head Office | P2 | Resolved | 0.21 hr | 8.0 hr | Met |
| ASH512-100373 | 03 Mar 2026 | Project · excluded | Printer offline Printing · BK · Head Office | P2 | Closed | — | — | n/a |
| ASH512-100372 | 28 Feb 2026 | Planned Install · excluded | Distribution list change Email · ML · Head Office | P4 | Resolved | — | — | n/a |
| ASH512-100371 | 26 Feb 2026 | Incident | Docking station not detected Hardware · ML · Remote | P2 | Resolved | 2.01 hr | 2.2 days | Met |
| ASH512-100370 | 25 Feb 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Closed | 4.08 hr | 14.0 hr | Met |
| ASH512-100369 | 24 Feb 2026 | Quote · excluded | Report not generating Line of business app · AB · Branch | P4 | Resolved | — | — | n/a |
| ASH512-100368 | 23 Feb 2026 | Service Request | Toner replacement Printing · KB · Head Office | P3 | Closed | 5.39 hr | 2.4 days | Met |
| ASH512-100367 | 19 Feb 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 0.81 hr | 1.0 days | Met |
| ASH512-100366 | 18 Feb 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P4 | Closed | 1.20 hr | 3.3 hr | Met |
| ASH512-100365 | 17 Feb 2026 | Change | Mailbox delegation Email · AB · Head Office | P2 | Closed | 2.58 hr | 14.6 hr | Met |
| ASH512-100364 | 16 Feb 2026 | Incident | Screen flickering Hardware · SE · Branch | P3 | Closed | 0.51 hr | 14.9 hr | Met |
| ASH512-100363 | 13 Feb 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P3 | Resolved | 0.75 hr | 1.7 days | Met |
| ASH512-100362 | 12 Feb 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Resolved | — | — | n/a |
| ASH512-100361 | 10 Feb 2026 | Service Request | Switch port fault Network · TAG · Site 2 | P3 | Closed | 1.34 hr | 2.1 days | Met |
| ASH512-100360 | 09 Feb 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | 1.09 hr | 1.4 days | Met |
| ASH512-100359 | 06 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Resolved | 1.49 hr | 14.8 hr | 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.