Skip to content
DCS
PR

Barrowby Care & Co

BAR114ActiveManaged contract

barrowbycare.co.uk · Healthcare · Account manager Priya Raman

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy2 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 33 records in this selection sit outside that — quotes, projects and planned installs, plus 15 calls billed time and materials. They stay visible for volume context.

Service performance

74 eligible records in this year
Average first response
3.2 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
91.4%
6 call(s) over the 8-hour target
First-time fix
66.2%
Where the source records the field

Volume

Contract calls
74
107 calls logged in the period
Off contract
15
£4,663.5 chargeable
Open / closed
1 / 106
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

74
records
  • Backup9
  • Hardware9
  • Security8
  • User admin8
  • Telephony8
  • Line of business app7

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026743.17 hr91.4%633

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Karen Taylor143.77 hr92%1
Daniel Blacker81.40 hr100%0
Anne-Marie Cable86.60 hr57%3
Kelly Gregory61.31 hr100%0
Julie Herbert62.55 hr100%0
Stacey Thomas56.99 hr80%1
Barry Ebbs52.46 hr100%0
Damian Armstrong50.91 hr100%0
Aiden Higgins41.81 hr100%0
(Not recorded)44.43 hr75%1
Chloe Dempsey42.37 hr100%0
Phil Jenkins41.27 hr100%0

6 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 21.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
303401Karen TaylorLenovo ThinkCentre M70q2026-07-23 17:4029.48 hr+21.5ABBackup capacity review
303333Stacey ThomasSamsung Galaxy A542026-02-18 11:3725.64 hr+17.6ABMFA reset
303378Anne-Marie CableWatchGuard T352026-06-07 11:4721.77 hr+13.8MLName change request
303397(Not recorded)Dell Latitude E74702026-07-16 10:4111.66 hr+3.7KBNew printer driver rollout
303377Anne-Marie CableSamsung Galaxy A542026-06-05 10:298.70 hr+0.7KBNew extension setup
303407Anne-Marie CableApple iPhone 142026-08-06 12:458.54 hr+0.5SESharePoint permission request

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorEmail / Microsoft 365316 Jan 2026 – 26 May 2026
Daniel BlackerEmail / Microsoft 365324 Feb 2026 – 27 May 2026
Karen TaylorTelephony307 May 2026 – 14 Jul 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Samsung Galaxy A54Monitoring / server / security418 Feb 2026 – 05 Aug 2026
Lenovo ThinkPad T14User administration423 Feb 2026 – 21 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

107 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
BAR114-10031225 Aug 2026IncidentEndpoint alert investigation
Security · KB · Head Office
P3Resolved4.81 hr2.3 daysMet
BAR114-10031121 Aug 2026ChangeName change request
User admin · BK · Head Office
P4Closed0.07 hr20.9 hrMet
BAR114-10031020 Aug 2026Incident · excludedPrinter offline
Printing · AB · Head Office
P2Resolved——n/a
BAR114-10030919 Aug 2026IncidentSlow VPN
Network · ML · Site 2
P3Resolved0.92 hr2.1 daysMet
BAR114-10030818 Aug 2026Project · excludedReport not generating
Line of business app · AB · Branch
P3Closed——n/a
BAR114-10030714 Aug 2026Service RequestReport not generating
Line of business app · AB · Head Office
P2Closed0.36 hr19.2 hrMet
BAR114-10030613 Aug 2026Quote · excludedPermission change
User admin · AB · Branch
P4Resolved——n/a
BAR114-10030511 Aug 2026Service RequestMFA reset
Security · BK · Head Office
P4Closed——n/a
BAR114-10030410 Aug 2026IncidentBackup job failed
Backup · AB · Remote
P3Closed0.68 hr20.7 hrMet
BAR114-10030309 Aug 2026Service RequestLaptop will not boot
Hardware · ML · Head Office
P2Closed0.47 hr1.9 daysMet
BAR114-10030207 Aug 2026IncidentRetention change
Backup · KB · Head Office
P4Closed2.29 hr0.2 hrMet
BAR114-10030106 Aug 2026IncidentSharePoint permission request
Microsoft 365 · SE · Remote
P4Resolved8.54 hr1.7 daysMissed
BAR114-10030005 Aug 2026IncidentEndpoint alert investigation
Security · KB · Head Office
P1Closed1.36 hr10.0 hrMet
BAR114-10029904 Aug 2026IncidentVoicemail not delivering
Telephony · SE · Branch
P3Resolved——n/a
BAR114-10029803 Aug 2026Service RequestApplication crash on launch
Line of business app · AB · Remote
P4Closed1.69 hr1.5 daysMet
BAR114-10029731 Jul 2026ChangeRetention change
Backup · ML · Head Office
P2Closed0.96 hr2.4 daysMet
BAR114-10029629 Jul 2026ChangeCall quality issue
Telephony · ML · Head Office
P2Closed1.75 hr1.5 daysMet
BAR114-10029523 Jul 2026IncidentBackup capacity review
Backup · AB · Site 2
P4Closed29.48 hr2.1 daysMissed
BAR114-10029422 Jul 2026ChangeSlow VPN
Network · BK · Site 2
P3Closed3.72 hr9.0 hrMet
BAR114-10029320 Jul 2026Service RequestLeaver process
User admin · TAG · Head Office
P3Resolved5.69 hr2.1 daysMet
BAR114-10029219 Jul 2026IncidentHandset registration
Telephony · ML · Head Office
P4Resolved1.13 hr1.2 daysMet
BAR114-10029116 Jul 2026IncidentNew printer driver rollout
Printing · KB · Head Office
P2Resolved11.66 hr2.2 daysMissed
BAR114-10029015 Jul 2026Service Request · excludedSlow VPN
Network · BK · Branch
P3Resolved——n/a
BAR114-10028914 Jul 2026ChangeNew extension setup
Telephony · TAG · Remote
P2Closed1.43 hr16.8 hrMet
BAR114-10028813 Jul 2026Quote · excludedMFA reset
Security · BK · Branch
P3In Progress——n/a
BAR114-10028708 Jul 2026Incident · excludedSlow VPN
Network · KB · Remote
P2Closed——n/a
BAR114-10028606 Jul 2026IncidentScreen flickering
Hardware · ML · Head Office
P3Closed0.85 hr2.4 daysMet
BAR114-10028505 Jul 2026Project · excludedSlow VPN
Network · ML · Site 2
P3Closed——n/a
BAR114-10028403 Jul 2026Change · excludedPhishing report triage
Security · ML · Head Office
P4Closed——n/a
BAR114-10028301 Jul 2026Service Request · excludedMessage quarantined
Email · BK · Head Office
P3Closed——n/a
BAR114-10028229 Jun 2026IncidentDocking station not detected
Hardware · KB · Head Office
P4Resolved1.48 hr1.2 daysMet
BAR114-10028126 Jun 2026Service RequestHandset registration
Telephony · SE · Head Office
P3Closed0.53 hr1.9 daysMet
BAR114-10028025 Jun 2026Service RequestApplication crash on launch
Line of business app · TAG · Site 2
P2Closed0.67 hr2.3 daysMet
BAR114-10027922 Jun 2026IncidentToner replacement
Printing · ML · Remote
P3Closed5.76 hr2.1 daysMet
BAR114-10027819 Jun 2026Service RequestMailbox delegation
Email · KB · Remote
P4Resolved1.82 hr1.3 daysMet
BAR114-10027716 Jun 2026Service Request · excludedMFA reset
Security · SE · Remote
P4Resolved——n/a
BAR114-10027615 Jun 2026IncidentPermission change
User admin · AB · Head Office
P3Resolved0.24 hr5.2 hrMet
BAR114-10027511 Jun 2026Project · excludedNew printer driver rollout
Printing · SE · Head Office
P2Resolved——n/a
BAR114-10027410 Jun 2026Service RequestReport not generating
Line of business app · SE · Remote
P4Resolved0.63 hr18.1 hrMet
BAR114-10027308 Jun 2026Planned Install · excludedSite offline
Network · ML · Branch
P3Closed——n/a
BAR114-10027207 Jun 2026Service RequestName change request
User admin · ML · Head Office
P3Resolved21.77 hr1.4 daysMissed
BAR114-10027105 Jun 2026Service RequestNew extension setup
Telephony · KB · Head Office
P3Closed8.70 hr2.0 daysMissed
BAR114-10027004 Jun 2026Service RequestNew extension setup
Telephony · BK · Remote
P4Resolved7.41 hr12.8 hrMet
BAR114-10026902 Jun 2026IncidentPrinter offline
Printing · ML · Head Office
P3Closed0.87 hr23.2 hrMet
BAR114-10026801 Jun 2026Quote · excludedPhishing report triage
Security · TAG · Site 2
P3Closed——n/a
BAR114-10026729 May 2026Service Request · excludedMFA reset
Security · KB · Branch
P3Resolved——n/a
BAR114-10026627 May 2026IncidentSharePoint permission request
Microsoft 365 · BK · Remote
P4Closed0.17 hr19.8 hrMet
BAR114-10026526 May 2026Service RequestMessage quarantined
Email · SE · Remote
P3Resolved0.73 hr2.2 daysMet
BAR114-10026422 May 2026IncidentLeaver process
User admin · AB · Head Office
P2Resolved4.11 hr1.3 daysMet
BAR114-10026315 May 2026Service RequestPrinter offline
Printing · SE · Head Office
P4Closed——n/a
BAR114-10026214 May 2026IncidentLaptop will not boot
Hardware · AB · Head Office
P4Closed0.33 hr1.2 daysMet
BAR114-10026113 May 2026IncidentSuspicious sign-in review
Security · AB · Head Office
P3Closed0.54 hr14.6 hrMet
BAR114-10026011 May 2026Service Request · excludedSwitch port fault
Network · SE · Branch
P3Resolved——n/a
BAR114-10025910 May 2026ChangeTeams sign-in loop
Microsoft 365 · KB · Head Office
P3Closed——n/a
BAR114-10025807 May 2026IncidentCall quality issue
Telephony · ML · Remote
P4Closed3.52 hr7.5 hrMet
BAR114-10025730 Apr 2026IncidentDistribution list change
Email · TAG · Branch
P1Closed0.25 hr16.6 hrMet
BAR114-10025627 Apr 2026ChangeName change request
User admin · SE · Head Office
P2Resolved1.14 hr5.9 hrMet
BAR114-10025524 Apr 2026IncidentReplacement keyboard
Hardware · ML · Remote
P3Resolved0.74 hr2.5 daysMet
BAR114-10025423 Apr 2026IncidentSlow VPN
Network · ML · Head Office
P4Closed1.19 hr1.5 daysMet
BAR114-10025322 Apr 2026Service RequestRetention change
Backup · ML · Head Office
P2Closed2.27 hr14.1 hrMet
BAR114-10025221 Apr 2026IncidentBackup job failed
Backup · AB · Head Office
P3Closed2.24 hr23.1 hrMet
BAR114-10025117 Apr 2026IncidentScreen flickering
Hardware · ML · Head Office
P3Closed1.33 hr2.4 daysMet
BAR114-10025016 Apr 2026IncidentReplacement keyboard
Hardware · AB · Head Office
P3Closed0.80 hr2.3 daysMet
BAR114-10024915 Apr 2026IncidentDocking station not detected
Hardware · TAG · Head Office
P4Resolved2.13 hr2.1 daysMet
BAR114-10024809 Apr 2026Incident · excludedLaptop will not boot
Hardware · BK · Head Office
P3Closed——n/a
BAR114-10024707 Apr 2026Quote · excludedApplication crash on launch
Line of business app · TAG · Branch
P4Closed——n/a
BAR114-10024605 Apr 2026Planned Install · excludedReport not generating
Line of business app · AB · Branch
P2Resolved——n/a
BAR114-10024502 Apr 2026IncidentSuspicious sign-in review
Security · KB · Head Office
P3Resolved1.38 hr2.1 daysMet
BAR114-10024425 Mar 2026IncidentScan to email failing
Printing · TAG · Branch
P3Resolved0.82 hr2.0 daysMet
BAR114-10024324 Mar 2026IncidentNew printer driver rollout
Printing · TAG · Head Office
P4Closed5.74 hr2.0 daysMet
BAR114-10024220 Mar 2026Planned Install · excludedBackup capacity review
Backup · ML · Head Office
P3Resolved——n/a
BAR114-10024118 Mar 2026IncidentWi-Fi dropouts in warehouse
Network · KB · Head Office
P3Closed0.76 hr1.7 daysMet
BAR114-10024017 Mar 2026IncidentWi-Fi dropouts in warehouse
Network · TAG · Remote
P3Closed0.79 hr21.0 hrMet
BAR114-10023916 Mar 2026IncidentRetention change
Backup · TAG · Remote
P4Closed1.29 hr1.7 daysMet
BAR114-10023811 Mar 2026IncidentDatabase timeout
Line of business app · ML · Remote
P4Resolved0.83 hr1.7 daysMet
BAR114-10023710 Mar 2026Planned Install · excludedLeaver process
User admin · KB · Remote
P2Closed——n/a
BAR114-10023609 Mar 2026IncidentLaptop will not boot
Hardware · AB · Head Office
P3Resolved4.97 hr2.2 daysMet
BAR114-10023506 Mar 2026Quote · excludedRetention change
Backup · SE · Head Office
P3Closed——n/a
BAR114-10023405 Mar 2026Service Request · excludedScreen flickering
Hardware · AB · Head Office
P1Closed——n/a
BAR114-10023303 Mar 2026Service RequestOneDrive sync conflict
Microsoft 365 · AB · Branch
P3Resolved0.39 hr2.1 daysMet
BAR114-10023227 Feb 2026IncidentLeaver process
User admin · KB · Head Office
P3Closed0.94 hr2.2 daysMet
BAR114-10023126 Feb 2026Service RequestMessage quarantined
Email · BK · Head Office
P3Resolved0.34 hr1.1 daysMet
BAR114-10023024 Feb 2026Service RequestOneDrive sync conflict
Microsoft 365 · SE · Head Office
P3Resolved0.61 hr2.4 daysMet
BAR114-10022923 Feb 2026IncidentNew starter setup
User admin · ML · Site 2
P3Closed4.15 hr1.2 daysMet
BAR114-10022819 Feb 2026Incident · excludedMailbox delegation
Email · TAG · Remote
P3Closed——n/a
BAR114-10022718 Feb 2026IncidentMFA reset
Security · AB · Remote
P3Resolved25.64 hr6.4 hrMissed
BAR114-10022617 Feb 2026Project · excludedSuspicious sign-in review
Security · TAG · Head Office
P3Resolved——n/a
BAR114-10022515 Feb 2026Quote · excludedPermission change
User admin · AB · Head Office
P3Closed——n/a
BAR114-10022412 Feb 2026IncidentRetention change
Backup · AB · Head Office
P1Closed1.44 hr14.8 hrMet
BAR114-10022311 Feb 2026Quote · excludedMFA reset
Security · AB · Branch
P3Resolved——n/a
BAR114-10022209 Feb 2026Service RequestLicence renewal
Line of business app · AB · Head Office
P3Resolved3.08 hr1.6 daysMet
BAR114-10022106 Feb 2026Project · excludedLeaver process
User admin · TAG · Head Office
P4Resolved——n/a
BAR114-10022003 Feb 2026IncidentMFA reset
Security · AB · Head Office
P3Resolved3.20 hr1.5 daysMet
BAR114-10021902 Feb 2026ChangeSpoofed email reported
Email · BK · Remote
P3Closed2.62 hr2.2 daysMet
BAR114-10021830 Jan 2026Incident · excludedPermission change
User admin · TAG · Head Office
P3Resolved——n/a
BAR114-10021729 Jan 2026Quote · excludedMFA reset
Security · BK · Branch
P2Resolved——n/a
BAR114-10021628 Jan 2026Incident · excludedNew starter setup
User admin · ML · Remote
P3Closed——n/a
BAR114-10021527 Jan 2026Service Request · excludedBackup job failed
Backup · AB · Branch
P3Closed——n/a
BAR114-10021426 Jan 2026Service RequestMFA reset
Security · KB · Head Office
P2Closed1.26 hr1.8 hrMet
BAR114-10021320 Jan 2026IncidentRestore request
Backup · TAG · Branch
P4Closed5.63 hr2.5 daysMet
BAR114-10021219 Jan 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Head Office
P3Closed0.92 hr1.0 daysMet
BAR114-10021116 Jan 2026IncidentOutlook not syncing
Microsoft 365 · TAG · Branch
P2Resolved0.32 hr1.8 daysMet
BAR114-10021015 Jan 2026IncidentLicence renewal
Line of business app · SE · Branch
P3Resolved0.81 hr1.9 daysMet
BAR114-10020914 Jan 2026Project · excludedHandset registration
Telephony · ML · Branch
P3Resolved——n/a
BAR114-10020812 Jan 2026IncidentSlow VPN
Network · SE · Site 2
P3Closed1.47 hr2.0 daysMet
BAR114-10020708 Jan 2026Incident · excludedPermission change
User admin · SE · Remote
P2Closed——n/a
BAR114-10020601 Jan 2026IncidentDistribution list change
Email · TAG · Site 2
P3Closed3.13 hr1.3 daysMet
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.