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
111 eligible records in this yearAverage first response
2.8 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
91.4%
9 call(s) over the 8-hour target
First-time fix
79.1%
Where the source records the field
Volume
Contract calls
111
160 calls logged in the period
Off contract
17
£6,929.25 chargeable
Open / closed
6 / 154
Across the selected period
Data-quality gaps
6
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
111
records
- Line of business app16
- Security16
- Microsoft 36516
- Network11
- Printing10
- User admin10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 111 | 2.79 hr | 91.4% | 9 | 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 | 2.38 hr | 95% | 1 |
| Kelly Gregory | 11 | 3.95 hr | 80% | 2 |
| Barry Ebbs | 11 | 2.48 hr | 91% | 1 |
| Anne-Marie Cable | 11 | 6.33 hr | 64% | 4 |
| (Not recorded) | 10 | 1.93 hr | 100% | 0 |
| Stacey Thomas | 9 | 3.22 hr | 89% | 1 |
| Chloe Dempsey | 9 | 0.50 hr | 100% | 0 |
| Julie Herbert | 8 | 2.12 hr | 100% | 0 |
| Daniel Blacker | 6 | 1.55 hr | 100% | 0 |
| Phil Jenkins | 6 | 1.53 hr | 100% | 0 |
| Damian Armstrong | 4 | 2.31 hr | 100% | 0 |
| Rachael Parkin | 4 | 3.32 hr | 100% | 0 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 9.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305840 | Anne-Marie Cable | Apple iPhone 12 | 2026-04-20 17:28 | 17.39 hr | +9.4 | SE | New printer driver rollout |
| 305921 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-08-07 10:46 | 13.44 hr | +5.4 | KB | Restore request |
| 305802 | Kelly Gregory | Apple iPhone 14 | 2026-02-26 08:07 | 12.90 hr | +4.9 | TAG | SharePoint permission request |
| 305804 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-02-27 13:14 | 11.73 hr | +3.7 | ML | Application crash on launch |
| 305895 | Barry Ebbs | HP ProDesk 400 G7 | 2026-07-06 08:28 | 10.73 hr | +2.7 | ML | Toner replacement |
| 305891 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-07-01 15:02 | 10.59 hr | +2.6 | TAG | Spoofed email reported |
| 305904 | Karen Taylor | Samsung Galaxy S23 | 2026-07-16 17:06 | 10.50 hr | +2.5 | AB | Application crash on launch |
| 305798 | Kelly Gregory | HP EliteBook 840 G9 | 2026-02-12 13:33 | 9.08 hr | +1.1 | TAG | Slow VPN |
| 305790 | Stacey Thomas | Apple MacBook Air M2 | 2026-01-29 10:26 | 8.82 hr | +0.8 | SE | Database timeout |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 6 | 10 Feb 2026 – 07 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 5 | 12 Feb 2026 – 15 Jul 2026 |
| Daniel Blacker | Monitoring / server / security | 4 | 01 Jan 2026 – 07 Apr 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 02 Feb 2026 – 25 Aug 2026 |
| (Not recorded) | Line of business app | 4 | 09 Feb 2026 – 30 Jun 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 17 Mar 2026 – 01 Jul 2026 |
| Julie Herbert | Email / Microsoft 365 | 3 | 12 Jan 2026 – 12 Aug 2026 |
| Kelly Gregory | Line of business app | 3 | 14 Jan 2026 – 29 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 6 | 02 Feb 2026 – 25 Aug 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 10 Feb 2026 – 13 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 3 | 12 Feb 2026 – 26 May 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 3 | 23 Feb 2026 – 21 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 3 | 06 Mar 2026 – 15 Jul 2026 |
| Apple iPhone 12 | Printing | 3 | 19 Mar 2026 – 22 Apr 2026 |
| Dell Latitude 5440 | Telephony | 3 | 02 Apr 2026 – 24 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 28 May 2026 – 04 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
160 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BEC071-100504 | 25 Aug 2026 | Incident | Message quarantined Email · AB · Head Office | P4 | Resolved | 0.39 hr | 1.9 days | Met |
| BEC071-100503 | 24 Aug 2026 | Service Request | Name change request User admin · AB · Remote | P2 | Resolved | 5.20 hr | 1.6 days | Met |
| BEC071-100502 | 21 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Closed | 2.78 hr | 2.0 days | Met |
| BEC071-100501 | 20 Aug 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P3 | In Progress | — | — | n/a |
| BEC071-100500 | 17 Aug 2026 | Service Request | Name change request User admin · KB · Head Office | P1 | Closed | 5.69 hr | 17.7 hr | Met |
| BEC071-100499 | 14 Aug 2026 | Quote · excluded | Spoofed email reported Email · AB · Branch | P3 | Closed | — | — | n/a |
| BEC071-100498 | 13 Aug 2026 | Incident | Site offline Network · SE · Head Office | P3 | Resolved | 1.60 hr | 4.2 hr | Met |
| BEC071-100497 | 12 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| BEC071-100496 | 11 Aug 2026 | Service Request | Endpoint alert investigation Security · TAG · Branch | P3 | Closed | 4.32 hr | 0.5 hr | Met |
| BEC071-100495 | 10 Aug 2026 | Project · excluded | MFA reset Security · ML · Head Office | P3 | Open | — | — | n/a |
| BEC071-100494 | 07 Aug 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Closed | 13.44 hr | 13.1 hr | Missed |
| BEC071-100493 | 07 Aug 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Resolved | 1.13 hr | 1.4 days | Met |
| BEC071-100492 | 06 Aug 2026 | Project · excluded | Scan to email failing Printing · ML · Head Office | P3 | Open | — | — | n/a |
| BEC071-100491 | 05 Aug 2026 | Quote · excluded | Switch port fault Network · ML · Head Office | P1 | Closed | — | — | n/a |
| BEC071-100490 | 04 Aug 2026 | Incident | Message quarantined Email · TAG · Head Office | P4 | Resolved | 1.07 hr | 16.8 hr | Met |
| BEC071-100489 | 03 Aug 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 4.01 hr | 1.2 days | Met |
| BEC071-100488 | 31 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 7.88 hr | 1.3 days | Met |
| BEC071-100487 | 31 Jul 2026 | Quote · excluded | New printer driver rollout Printing · ML · Head Office | P1 | Open | — | — | n/a |
| BEC071-100486 | 30 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| BEC071-100485 | 29 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 0.05 hr | 13.1 hr | Met |
| BEC071-100484 | 28 Jul 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Closed | 3.79 hr | 23.9 hr | Met |
| BEC071-100483 | 27 Jul 2026 | Quote · excluded | Phishing report triage Security · ML · Head Office | P3 | Resolved | — | — | n/a |
| BEC071-100482 | 24 Jul 2026 | Service Request | New extension setup Telephony · BK · Site 2 | P3 | Closed | 0.28 hr | 1.3 days | Met |
| BEC071-100481 | 23 Jul 2026 | Incident | New extension setup Telephony · SE · Branch | P2 | Resolved | 0.55 hr | 2.0 days | Met |
| BEC071-100480 | 20 Jul 2026 | Planned Install · excluded | Name change request User admin · KB · Branch | P2 | Open | — | — | n/a |
| BEC071-100479 | 19 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Open | — | — | n/a |
| BEC071-100478 | 17 Jul 2026 | Service Request · excluded | Backup capacity review Backup · SE · Branch | P3 | Resolved | — | — | n/a |
| BEC071-100477 | 16 Jul 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P3 | Resolved | 10.50 hr | 12.4 hr | Missed |
| BEC071-100476 | 15 Jul 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P4 | Closed | 6.12 hr | 9.7 hr | Met |
| BEC071-100475 | 14 Jul 2026 | Incident · excluded | Restore request Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100474 | 14 Jul 2026 | Service Request · excluded | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | — | — | n/a |
| BEC071-100473 | 10 Jul 2026 | Change | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 2.00 hr | 2.2 days | Met |
| BEC071-100472 | 08 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100471 | 07 Jul 2026 | Change | Screen flickering Hardware · KB · Branch | P4 | Closed | 0.26 hr | 2.0 days | Met |
| BEC071-100470 | 07 Jul 2026 | Incident | MFA reset Security · SE · Head Office | P4 | Resolved | 0.47 hr | 17.7 hr | Met |
| BEC071-100469 | 06 Jul 2026 | Project · excluded | Spoofed email reported Email · AB · Remote | P2 | Resolved | — | — | n/a |
| BEC071-100468 | 06 Jul 2026 | Incident | Toner replacement Printing · ML · Head Office | P4 | Closed | 10.73 hr | 21.0 hr | Missed |
| BEC071-100467 | 03 Jul 2026 | Incident | Backup job failed Backup · TAG · Head Office | P3 | Closed | 0.34 hr | 3.9 hr | Met |
| BEC071-100466 | 02 Jul 2026 | Change | Leaver process User admin · KB · Branch | P2 | Closed | 1.43 hr | 2.0 days | Met |
| BEC071-100465 | 02 Jul 2026 | Incident | Database timeout Line of business app · BK · Head Office | P3 | Closed | 1.33 hr | 1.1 days | Met |
| BEC071-100464 | 01 Jul 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 10.59 hr | 1.2 days | Missed |
| BEC071-100463 | 30 Jun 2026 | Change | New starter setup User admin · SE · Head Office | P3 | Resolved | 0.31 hr | 9.3 hr | Met |
| BEC071-100462 | 30 Jun 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 1.36 hr | 9.2 hr | Met |
| BEC071-100461 | 29 Jun 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Closed | 4.42 hr | 1.9 days | Met |
| BEC071-100460 | 27 Jun 2026 | Incident · excluded | Printer offline Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BEC071-100459 | 26 Jun 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Resolved | 1.08 hr | 4.9 hr | Met |
| BEC071-100458 | 26 Jun 2026 | Incident | New extension setup Telephony · BK · Remote | P2 | Resolved | 0.83 hr | 2.2 days | Met |
| BEC071-100457 | 25 Jun 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 2.15 hr | 4.5 hr | Met |
| BEC071-100456 | 25 Jun 2026 | Project · excluded | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100455 | 22 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P4 | Closed | 0.58 hr | 7.6 hr | Met |
| BEC071-100454 | 19 Jun 2026 | Change | MFA reset Security · TAG · Head Office | P4 | Closed | 0.17 hr | 5.4 hr | Met |
| BEC071-100453 | 19 Jun 2026 | Incident | Retention change Backup · SE · Head Office | P2 | Closed | 5.28 hr | 2.2 days | Met |
| BEC071-100452 | 17 Jun 2026 | Planned Install · excluded | Leaver process User admin · ML · Site 2 | P2 | Closed | — | — | n/a |
| BEC071-100451 | 16 Jun 2026 | Project · excluded | MFA reset Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100450 | 12 Jun 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 0.75 hr | 11.0 hr | Met |
| BEC071-100449 | 11 Jun 2026 | Service Request | Endpoint alert investigation Security · TAG · Branch | P4 | Closed | 0.38 hr | 7.7 hr | Met |
| BEC071-100448 | 10 Jun 2026 | Quote · excluded | Switch port fault Network · KB · Branch | P4 | Closed | — | — | n/a |
| BEC071-100447 | 08 Jun 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P1 | Resolved | 3.21 hr | 10.2 hr | Met |
| BEC071-100446 | 05 Jun 2026 | Incident | Screen flickering Hardware · BK · Head Office | P4 | Closed | 1.36 hr | 8.1 hr | Met |
| BEC071-100445 | 04 Jun 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 0.81 hr | 8.5 hr | Met |
| BEC071-100444 | 03 Jun 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P4 | Closed | 1.49 hr | 2.1 days | Met |
| BEC071-100443 | 03 Jun 2026 | Change · excluded | Leaver process User admin · KB · Remote | P2 | Closed | — | — | n/a |
| BEC071-100442 | 02 Jun 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P2 | Closed | 5.51 hr | 1.3 days | Met |
| BEC071-100441 | 01 Jun 2026 | Service Request | Mailbox delegation Email · KB · Head Office | P2 | Resolved | 0.62 hr | 11.8 hr | Met |
| BEC071-100440 | 31 May 2026 | Incident | Database timeout Line of business app · AB · Branch | P3 | Closed | 1.46 hr | 5.7 hr | Met |
| BEC071-100439 | 29 May 2026 | Incident | Database timeout Line of business app · KB · Head Office | P2 | Resolved | 1.41 hr | 15.3 hr | Met |
| BEC071-100438 | 28 May 2026 | Service Request | Name change request User admin · BK · Head Office | P3 | Closed | 4.39 hr | 1.7 days | Met |
| BEC071-100437 | 28 May 2026 | Service Request | Distribution list change Email · SE · Head Office | P2 | Resolved | 0.52 hr | 20.3 hr | Met |
| BEC071-100436 | 27 May 2026 | Incident · excluded | Retention change Backup · SE · Branch | P4 | Resolved | — | — | n/a |
| BEC071-100435 | 26 May 2026 | Service Request | Slow VPN Network · BK · Head Office | P2 | Closed | 3.03 hr | 3.1 hr | Met |
| BEC071-100434 | 25 May 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P3 | Closed | 0.28 hr | 2.1 days | Met |
| BEC071-100433 | 24 May 2026 | Quote · excluded | Permission change User admin · ML · Remote | P2 | Resolved | — | — | n/a |
| BEC071-100432 | 22 May 2026 | Service Request | Slow VPN Network · TAG · Head Office | P2 | Resolved | 3.85 hr | 12.1 hr | Met |
| BEC071-100431 | 19 May 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Resolved | — | — | n/a |
| BEC071-100430 | 18 May 2026 | Incident | Permission change User admin · ML · Head Office | P4 | Closed | 1.95 hr | 20.2 hr | Met |
| BEC071-100429 | 15 May 2026 | Quote · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100428 | 15 May 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100427 | 14 May 2026 | Incident · excluded | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100426 | 11 May 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Resolved | 0.88 hr | 8.6 hr | Met |
| BEC071-100425 | 09 May 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Site 2 | P2 | Resolved | 0.41 hr | 2.1 days | Met |
| BEC071-100424 | 07 May 2026 | Change | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BEC071-100423 | 07 May 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | 0.74 hr | 18.1 hr | Met |
| BEC071-100422 | 06 May 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 5.70 hr | 19.5 hr | Met |
| BEC071-100421 | 05 May 2026 | Project · excluded | Site offline Network · TAG · Head Office | P2 | Resolved | — | — | n/a |
| BEC071-100420 | 01 May 2026 | Service Request | Voicemail not delivering Telephony · AB · Site 2 | P4 | Closed | 1.49 hr | 23.1 hr | Met |
| BEC071-100419 | 30 Apr 2026 | Service Request | Slow VPN Network · AB · Branch | P3 | Closed | 2.89 hr | 21.0 hr | Met |
| BEC071-100418 | 28 Apr 2026 | Change | Restore request Backup · ML · Head Office | P3 | Closed | 0.35 hr | 2.0 days | Met |
| BEC071-100417 | 27 Apr 2026 | Incident | Scan to email failing Printing · KB · Head Office | P4 | Resolved | 0.47 hr | 11.2 hr | Met |
| BEC071-100416 | 24 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Remote | P2 | Resolved | 2.83 hr | 1.9 days | Met |
| BEC071-100415 | 22 Apr 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | 0.65 hr | 1.7 days | Met |
| BEC071-100414 | 21 Apr 2026 | Service Request | Handset registration Telephony · ML · Remote | P2 | Closed | 0.81 hr | 2.7 hr | Met |
| BEC071-100413 | 20 Apr 2026 | Incident | New printer driver rollout Printing · SE · Remote | P4 | Closed | 17.39 hr | 1.9 days | Missed |
| BEC071-100412 | 15 Apr 2026 | Incident · excluded | Voicemail not delivering Telephony · TAG · Head Office | P2 | Closed | — | — | n/a |
| BEC071-100411 | 14 Apr 2026 | Quote · excluded | Laptop will not boot Hardware · KB · Branch | P4 | Resolved | — | — | n/a |
| BEC071-100410 | 13 Apr 2026 | Service Request | New starter setup User admin · BK · Remote | P2 | Closed | 7.84 hr | 1.5 days | Met |
| BEC071-100409 | 10 Apr 2026 | Incident · excluded | New extension setup Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| BEC071-100408 | 10 Apr 2026 | Change | Backup job failed Backup · TAG · Branch | P3 | Closed | 0.16 hr | 1.3 hr | Met |
| BEC071-100407 | 07 Apr 2026 | Incident | MFA reset Security · ML · Branch | P3 | Resolved | 0.53 hr | 1.1 days | Met |
| BEC071-100406 | 06 Apr 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 7.11 hr | 1.6 days | Met |
| BEC071-100405 | 03 Apr 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Remote | P3 | Closed | — | — | n/a |
| BEC071-100404 | 03 Apr 2026 | Quote · excluded | Switch port fault Network · SE · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100403 | 02 Apr 2026 | Project · excluded | Scan to email failing Printing · KB · Branch | P1 | Closed | — | — | n/a |
| BEC071-100402 | 02 Apr 2026 | Change | Handset registration Telephony · TAG · Head Office | P3 | Closed | 0.50 hr | 1.7 days | Met |
| BEC071-100401 | 31 Mar 2026 | Change · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Resolved | — | — | n/a |
| BEC071-100400 | 31 Mar 2026 | Incident | Report not generating Line of business app · TAG · Site 2 | P4 | Closed | 0.43 hr | 2.0 days | Met |
| BEC071-100399 | 30 Mar 2026 | Service Request · excluded | Switch port fault Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| BEC071-100398 | 27 Mar 2026 | Change | New starter setup User admin · AB · Head Office | P3 | Closed | 0.85 hr | 2.3 days | Met |
| BEC071-100397 | 25 Mar 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Closed | 0.22 hr | 1.3 days | Met |
| BEC071-100396 | 25 Mar 2026 | Incident | Switch port fault Network · SE · Remote | P3 | Resolved | 0.62 hr | 1.4 days | Met |
| BEC071-100395 | 24 Mar 2026 | Quote · excluded | Phishing report triage Security · ML · Site 2 | P2 | Closed | — | — | n/a |
| BEC071-100394 | 23 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Remote | P3 | Closed | 0.10 hr | 2.1 hr | Met |
| BEC071-100393 | 19 Mar 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 4.21 hr | 1.4 days | Met |
| BEC071-100392 | 19 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Branch | P3 | Resolved | 2.51 hr | 10.6 hr | Met |
| BEC071-100391 | 18 Mar 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Closed | 2.76 hr | 1.2 days | Met |
| BEC071-100390 | 18 Mar 2026 | Service Request | Permission change User admin · ML · Remote | P2 | Resolved | 0.35 hr | 1.1 days | Met |
| BEC071-100389 | 17 Mar 2026 | Change | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 4.70 hr | 2.2 days | Met |
| BEC071-100388 | 16 Mar 2026 | Incident | Spoofed email reported Email · TAG · Branch | P2 | Closed | 0.71 hr | 4.0 hr | Met |
| BEC071-100387 | 13 Mar 2026 | Quote · excluded | Call quality issue Telephony · TAG · Remote | P2 | Closed | — | — | n/a |
| BEC071-100386 | 13 Mar 2026 | Change | Outlook not syncing Microsoft 365 · KB · Site 2 | P3 | Closed | 4.50 hr | 2.0 days | Met |
| BEC071-100385 | 12 Mar 2026 | Incident · excluded | Permission change User admin · KB · Head Office | P4 | Resolved | — | — | n/a |
| BEC071-100384 | 11 Mar 2026 | Service Request | Slow VPN Network · KB · Site 2 | P1 | Closed | 0.07 hr | 15.0 hr | Met |
| BEC071-100383 | 11 Mar 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Closed | 0.75 hr | 10.3 hr | Met |
| BEC071-100382 | 10 Mar 2026 | Incident | MFA reset Security · TAG · Branch | P3 | Resolved | 5.11 hr | 1.5 days | Met |
| BEC071-100381 | 09 Mar 2026 | Incident | Restore request Backup · ML · Remote | P3 | Closed | — | — | n/a |
| BEC071-100380 | 06 Mar 2026 | Incident | MFA reset Security · TAG · Head Office | P4 | Resolved | — | — | n/a |
| BEC071-100379 | 05 Mar 2026 | Incident | Licence renewal Line of business app · AB · Branch | P3 | Closed | 0.30 hr | 1.3 days | Met |
| BEC071-100378 | 02 Mar 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 4.84 hr | 1.9 days | Met |
| BEC071-100377 | 27 Feb 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 11.73 hr | 1.4 days | Missed |
| BEC071-100376 | 27 Feb 2026 | Planned Install · excluded | Screen flickering Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| BEC071-100375 | 26 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Remote | P2 | Resolved | 12.90 hr | 1.4 days | Missed |
| BEC071-100374 | 23 Feb 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Resolved | 1.07 hr | 1.0 days | Met |
| BEC071-100373 | 20 Feb 2026 | Planned Install · excluded | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| BEC071-100372 | 19 Feb 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Closed | 0.66 hr | 19.5 hr | Met |
| BEC071-100371 | 12 Feb 2026 | Service Request | Slow VPN Network · TAG · Remote | P4 | Resolved | 9.08 hr | 0.7 hr | Missed |
| BEC071-100370 | 11 Feb 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P3 | Closed | 0.15 hr | 14.1 hr | Met |
| BEC071-100369 | 10 Feb 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P2 | Closed | 1.36 hr | 2.4 days | Met |
| BEC071-100368 | 09 Feb 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 1.21 hr | 11.8 hr | Met |
| BEC071-100367 | 06 Feb 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P2 | Resolved | 3.00 hr | 1.8 days | Met |
| BEC071-100366 | 03 Feb 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 1.62 hr | 2.5 days | Met |
| BEC071-100365 | 02 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Resolved | 1.70 hr | 1.4 days | Met |
| BEC071-100364 | 29 Jan 2026 | Service Request · excluded | Backup capacity review Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| BEC071-100363 | 29 Jan 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 8.82 hr | 1.8 days | Missed |
| BEC071-100362 | 28 Jan 2026 | Incident · excluded | Spoofed email reported Email · TAG · Remote | P4 | Resolved | — | — | n/a |
| BEC071-100361 | 26 Jan 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Resolved | 0.21 hr | 2.3 days | Met |
| BEC071-100360 | 23 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 1.20 hr | 2.3 hr | Met |
| BEC071-100359 | 22 Jan 2026 | Incident | Toner replacement Printing · BK · Head Office | P4 | Closed | 0.31 hr | 1.3 days | Met |
| BEC071-100358 | 20 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Site 2 | P2 | Closed | 3.61 hr | 2.4 days | Met |
| BEC071-100357 | 20 Jan 2026 | Incident | Phishing report triage Security · AB · Head Office | P2 | Closed | 0.74 hr | 23.1 hr | Met |
| BEC071-100356 | 16 Jan 2026 | Incident | Printer offline Printing · ML · Branch | P3 | Resolved | 0.62 hr | 2.0 days | Met |
| BEC071-100355 | 14 Jan 2026 | Incident | Report not generating Line of business app · AB · Branch | P4 | Closed | 4.47 hr | 2.0 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.