SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 34 records in this selection sit outside that — quotes, projects and planned installs, plus 16 calls billed time and materials. They stay visible for volume context.
Service performance
111 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
91.6%
9 call(s) over the 8-hour target
First-time fix
68.2%
Where the source records the field
Volume
Contract calls
111
145 calls logged in the period
Off contract
16
£4,053 chargeable
Open / closed
5 / 140
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
111
records
- Network16
- Email14
- Telephony13
- Backup13
- Security13
- Line of business app13
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 111 | 3.41 hr | 91.6% | 9 | 34 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Karen Taylor | 19 | 5.08 hr | 83% | 3 |
| Anne-Marie Cable | 14 | 2.27 hr | 92% | 1 |
| Chloe Dempsey | 12 | 4.24 hr | 92% | 1 |
| Stacey Thomas | 12 | 1.70 hr | 100% | 0 |
| Aiden Higgins | 9 | 9.14 hr | 78% | 2 |
| Kelly Gregory | 8 | 2.60 hr | 100% | 0 |
| Barry Ebbs | 7 | 1.57 hr | 100% | 0 |
| Julie Herbert | 7 | 0.54 hr | 100% | 0 |
| Phil Jenkins | 6 | 2.59 hr | 100% | 0 |
| Daniel Blacker | 5 | 2.45 hr | 100% | 0 |
| (Not recorded) | 5 | 2.70 hr | 80% | 1 |
| Damian Armstrong | 4 | 3.06 hr | 75% | 1 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 300730 | Karen Taylor | Samsung Galaxy S23 | 2026-03-18 10:33 | 47.62 hr | +39.6 | KB | Teams sign-in loop |
| 300772 | Aiden Higgins | Dell Latitude 5440 | 2026-05-21 16:11 | 46.03 hr | +38.0 | BK | Mailbox delegation |
| 300741 | Chloe Dempsey | Apple iPhone 14 | 2026-04-01 14:26 | 35.47 hr | +27.5 | ML | Licence renewal |
| 300717 | Aiden Higgins | Dell Latitude 5440 | 2026-02-25 11:16 | 21.29 hr | +13.3 | SE | Restore request |
| 300737 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-03-26 08:49 | 10.90 hr | +2.9 | SE | Site offline |
| 300700 | Karen Taylor | Apple MacBook Air M2 | 2026-01-23 16:27 | 10.50 hr | +2.5 | ML | Backup job failed |
| 300767 | Karen Taylor | Apple iPhone 14 | 2026-05-16 10:37 | 10.07 hr | +2.1 | AB | Outlook not syncing |
| 300746 | (Not recorded) | Dell Latitude 5440 | 2026-04-14 15:26 | 9.16 hr | +1.2 | AB | Mailbox delegation |
| 300703 | Anne-Marie Cable | Dell Latitude 7420 | 2026-01-30 17:38 | 8.50 hr | +0.5 | AB | Call quality issue |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 7 | 16 Jan 2026 – 19 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 5 | 02 Mar 2026 – 29 Jun 2026 |
| Stacey Thomas | Line of business app | 4 | 03 Feb 2026 – 27 Apr 2026 |
| Julie Herbert | Monitoring / server / security | 4 | 04 Mar 2026 – 15 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 18 Mar 2026 – 17 Jul 2026 |
| Anne-Marie Cable | Backup / restore | 3 | 12 Jan 2026 – 23 Jul 2026 |
| Daniel Blacker | Backup / restore | 3 | 13 Jan 2026 – 22 May 2026 |
| Phil Jenkins | Email / Microsoft 365 | 3 | 18 Jan 2026 – 06 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Monitoring / server / security | 6 | 26 Mar 2026 – 07 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 5 | 16 Jan 2026 – 19 Aug 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 5 | 23 Apr 2026 – 04 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 18 Jan 2026 – 16 Mar 2026 |
| Dell Latitude 7420 | Line of business app | 4 | 06 Feb 2026 – 05 Aug 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 4 | 13 Feb 2026 – 06 Aug 2026 |
| Dell Latitude 7420 | Telephony | 3 | 30 Jan 2026 – 07 May 2026 |
| Samsung Galaxy A54 | Line of business app | 3 | 03 Feb 2026 – 12 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
145 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BEC088-100465 | 24 Aug 2026 | Incident | Database timeout Line of business app · KB · Head Office | P4 | Closed | 0.24 hr | 1.6 days | Met |
| BEC088-100464 | 21 Aug 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | In Progress | — | — | n/a |
| BEC088-100463 | 20 Aug 2026 | Service Request | Switch port fault Network · BK · Branch | P1 | Closed | 0.69 hr | 12.3 hr | Met |
| BEC088-100462 | 19 Aug 2026 | Service Request | Phishing report triage Security · AB · Branch | P2 | Resolved | 1.31 hr | 12.6 hr | Met |
| BEC088-100461 | 18 Aug 2026 | Service Request · excluded | Retention change Backup · SE · Branch | P2 | Resolved | — | — | n/a |
| BEC088-100460 | 14 Aug 2026 | Service Request | New extension setup Telephony · ML · Remote | P3 | Closed | 0.76 hr | 22.6 hr | Met |
| BEC088-100459 | 13 Aug 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 5.98 hr | 1.3 days | Met |
| BEC088-100458 | 11 Aug 2026 | Planned Install · excluded | MFA reset Security · TAG · Head Office | P3 | In Progress | — | — | n/a |
| BEC088-100457 | 11 Aug 2026 | Project · excluded | Switch port fault Network · KB · Head Office | P3 | Open | — | — | n/a |
| BEC088-100456 | 08 Aug 2026 | Project · excluded | Toner replacement Printing · TAG · Head Office | P3 | Open | — | — | n/a |
| BEC088-100455 | 07 Aug 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Closed | 0.43 hr | 2.1 days | Met |
| BEC088-100454 | 06 Aug 2026 | Incident | Spoofed email reported Email · BK · Remote | P2 | Closed | 4.82 hr | 2.0 days | Met |
| BEC088-100453 | 05 Aug 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P4 | Resolved | 0.57 hr | 15.8 hr | Met |
| BEC088-100452 | 04 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Closed | — | — | n/a |
| BEC088-100451 | 03 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Remote | P3 | Closed | 0.08 hr | 2.0 days | Met |
| BEC088-100450 | 03 Aug 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P2 | Closed | 0.89 hr | 1.3 days | Met |
| BEC088-100449 | 30 Jul 2026 | Quote · excluded | Distribution list change Email · KB · Head Office | P4 | Resolved | — | — | n/a |
| BEC088-100448 | 28 Jul 2026 | Quote · excluded | New printer driver rollout Printing · BK · Head Office | P3 | Open | — | — | n/a |
| BEC088-100447 | 24 Jul 2026 | Service Request | Leaver process User admin · ML · Branch | P3 | Resolved | 0.54 hr | 1.4 days | Met |
| BEC088-100446 | 23 Jul 2026 | Incident | Backup capacity review Backup · SE · Branch | P3 | Resolved | 0.16 hr | 2.4 days | Met |
| BEC088-100445 | 22 Jul 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 0.42 hr | 1.8 days | Met |
| BEC088-100444 | 21 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Remote | P4 | Closed | 1.38 hr | 22.9 hr | Met |
| BEC088-100443 | 20 Jul 2026 | Change | MFA reset Security · TAG · Remote | P3 | Resolved | 2.45 hr | 2.3 days | Met |
| BEC088-100442 | 17 Jul 2026 | Incident | Distribution list change Email · ML · Branch | P2 | Closed | 1.00 hr | 1.4 days | Met |
| BEC088-100441 | 15 Jul 2026 | Incident | Phishing report triage Security · TAG · Head Office | P4 | Resolved | 0.55 hr | 3.2 hr | Met |
| BEC088-100440 | 13 Jul 2026 | Service Request · excluded | Endpoint alert investigation Security · KB · Head Office | P1 | Resolved | — | — | n/a |
| BEC088-100439 | 11 Jul 2026 | Service Request | Site offline Network · KB · Remote | P2 | Closed | 0.90 hr | 20.3 hr | Met |
| BEC088-100438 | 09 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Remote | P4 | Resolved | 0.24 hr | 17.2 hr | Met |
| BEC088-100437 | 07 Jul 2026 | Incident · excluded | Name change request User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| BEC088-100436 | 06 Jul 2026 | Incident | Mailbox delegation Email · BK · Remote | P2 | Closed | — | — | n/a |
| BEC088-100435 | 02 Jul 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Closed | 1.01 hr | 9.7 hr | Met |
| BEC088-100434 | 30 Jun 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 5.48 hr | 1.7 days | Met |
| BEC088-100433 | 30 Jun 2026 | Planned Install · excluded | Toner replacement Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEC088-100432 | 29 Jun 2026 | Change | MFA reset Security · SE · Head Office | P3 | Closed | 0.83 hr | 2.4 days | Met |
| BEC088-100431 | 24 Jun 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · TAG · Branch | P2 | Closed | — | — | n/a |
| BEC088-100430 | 23 Jun 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Resolved | 0.16 hr | 16.0 hr | Met |
| BEC088-100429 | 19 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Branch | P3 | Closed | 0.19 hr | 15.0 hr | Met |
| BEC088-100428 | 17 Jun 2026 | Incident | Restore request Backup · TAG · Branch | P4 | Resolved | 0.10 hr | 2.4 days | Met |
| BEC088-100427 | 16 Jun 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Resolved | 3.03 hr | 23.2 hr | Met |
| BEC088-100426 | 12 Jun 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Closed | 2.17 hr | 7.4 hr | Met |
| BEC088-100425 | 12 Jun 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P2 | Closed | 0.14 hr | 6.2 hr | Met |
| BEC088-100424 | 11 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Remote | P2 | Resolved | 1.58 hr | 17.5 hr | Met |
| BEC088-100423 | 10 Jun 2026 | Incident | Scan to email failing Printing · ML · Site 2 | P3 | Closed | 0.25 hr | 2.3 days | Met |
| BEC088-100422 | 08 Jun 2026 | Incident | Spoofed email reported Email · KB · Branch | P3 | Closed | 1.92 hr | 19.7 hr | Met |
| BEC088-100421 | 05 Jun 2026 | Quote · excluded | Distribution list change Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BEC088-100420 | 04 Jun 2026 | Incident | New starter setup User admin · ML · Head Office | P2 | Closed | 0.49 hr | 22.6 hr | Met |
| BEC088-100419 | 03 Jun 2026 | Planned Install · excluded | New printer driver rollout Printing · SE · Branch | P3 | Closed | — | — | n/a |
| BEC088-100418 | 01 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Closed | 1.07 hr | 10.6 hr | Met |
| BEC088-100417 | 29 May 2026 | Incident | Site offline Network · SE · Branch | P3 | Resolved | 1.17 hr | 2.3 days | Met |
| BEC088-100416 | 28 May 2026 | Incident | Screen flickering Hardware · TAG · Branch | P3 | Resolved | 1.24 hr | 19.9 hr | Met |
| BEC088-100415 | 27 May 2026 | Quote · excluded | Call quality issue Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| BEC088-100414 | 26 May 2026 | Incident | Message quarantined Email · SE · Branch | P4 | Resolved | 2.59 hr | 1.4 days | Met |
| BEC088-100413 | 25 May 2026 | Service Request | New extension setup Telephony · AB · Site 2 | P3 | Closed | 0.71 hr | 6.2 hr | Met |
| BEC088-100412 | 22 May 2026 | Service Request | Restore request Backup · SE · Site 2 | P4 | Closed | 0.16 hr | 18.7 hr | Met |
| BEC088-100411 | 22 May 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Resolved | 5.57 hr | 1.7 days | Met |
| BEC088-100410 | 21 May 2026 | Service Request | Mailbox delegation Email · BK · Branch | P4 | Closed | 46.03 hr | 1.3 days | Missed |
| BEC088-100409 | 20 May 2026 | Incident | Leaver process User admin · TAG · Remote | P3 | Closed | 0.33 hr | 1.7 days | Met |
| BEC088-100408 | 20 May 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Closed | 7.30 hr | 15.5 hr | Met |
| BEC088-100407 | 19 May 2026 | Incident | Retention change Backup · AB · Head Office | P1 | Closed | 5.80 hr | 6.6 hr | Met |
| BEC088-100406 | 18 May 2026 | Service Request | Restore request Backup · AB · Head Office | P3 | Resolved | 0.40 hr | 10.4 hr | Met |
| BEC088-100405 | 16 May 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Closed | 10.07 hr | 1.6 days | Missed |
| BEC088-100404 | 15 May 2026 | Service Request · excluded | Backup job failed Backup · BK · Branch | P3 | Resolved | — | — | n/a |
| BEC088-100403 | 14 May 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 3.83 hr | 1.1 days | Met |
| BEC088-100402 | 13 May 2026 | Incident | Permission change User admin · KB · Branch | P4 | Closed | 0.99 hr | 13.7 hr | Met |
| BEC088-100401 | 08 May 2026 | Incident | Permission change User admin · SE · Head Office | P4 | Resolved | 0.57 hr | 1.9 days | Met |
| BEC088-100400 | 07 May 2026 | Service Request | Call quality issue Telephony · SE · Site 2 | P2 | Closed | 1.97 hr | 2.5 days | Met |
| BEC088-100399 | 06 May 2026 | Incident | Database timeout Line of business app · ML · Head Office | P2 | Closed | 0.16 hr | 4.5 hr | Met |
| BEC088-100398 | 05 May 2026 | Change | Slow VPN Network · BK · Head Office | P3 | Resolved | 1.57 hr | 1.9 days | Met |
| BEC088-100397 | 04 May 2026 | Incident | Site offline Network · ML · Head Office | P4 | Closed | 1.04 hr | 17.9 hr | Met |
| BEC088-100396 | 01 May 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Closed | — | — | n/a |
| BEC088-100395 | 30 Apr 2026 | Change | New printer driver rollout Printing · TAG · Site 2 | P3 | Closed | 2.77 hr | 1.6 days | Met |
| BEC088-100394 | 29 Apr 2026 | Incident | Suspicious sign-in review Security · AB · Branch | P4 | Resolved | 1.17 hr | 13.2 hr | Met |
| BEC088-100393 | 28 Apr 2026 | Quote · excluded | Screen flickering Hardware · ML · Branch | P4 | Closed | — | — | n/a |
| BEC088-100392 | 27 Apr 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Closed | 0.43 hr | 1.9 days | Met |
| BEC088-100391 | 23 Apr 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Resolved | 0.26 hr | 22.7 hr | Met |
| BEC088-100390 | 22 Apr 2026 | Service Request | Message quarantined Email · AB · Branch | P4 | Closed | 0.73 hr | 1.5 days | Met |
| BEC088-100389 | 21 Apr 2026 | Quote · excluded | Printer offline Printing · ML · Remote | P3 | Closed | — | — | n/a |
| BEC088-100388 | 20 Apr 2026 | Quote · excluded | MFA reset Security · ML · Remote | P2 | Resolved | — | — | n/a |
| BEC088-100387 | 17 Apr 2026 | Incident · excluded | Switch port fault Network · ML · Remote | P4 | Resolved | — | — | n/a |
| BEC088-100386 | 16 Apr 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 1.23 hr | 21.4 hr | Met |
| BEC088-100385 | 15 Apr 2026 | Quote · excluded | New printer driver rollout Printing · KB · Branch | P3 | Resolved | — | — | n/a |
| BEC088-100384 | 14 Apr 2026 | Incident | Mailbox delegation Email · AB · Head Office | P2 | Resolved | 9.16 hr | 22.1 hr | Missed |
| BEC088-100383 | 13 Apr 2026 | Incident · excluded | Restore request Backup · BK · Head Office | P3 | Resolved | — | — | n/a |
| BEC088-100382 | 09 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Resolved | — | — | n/a |
| BEC088-100381 | 07 Apr 2026 | Service Request · excluded | Call quality issue Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| BEC088-100380 | 03 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 1.17 hr | 0.9 hr | Met |
| BEC088-100379 | 01 Apr 2026 | Service Request | Licence renewal Line of business app · ML · Remote | P3 | Resolved | 35.47 hr | 10.3 hr | Missed |
| BEC088-100378 | 31 Mar 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P4 | Closed | 1.24 hr | 2.1 days | Met |
| BEC088-100377 | 30 Mar 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 5.61 hr | 1.9 days | Met |
| BEC088-100376 | 27 Mar 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | 3.18 hr | 1.0 days | Met |
| BEC088-100375 | 26 Mar 2026 | Service Request | Site offline Network · SE · Remote | P4 | Closed | 10.90 hr | 10.8 hr | Missed |
| BEC088-100374 | 26 Mar 2026 | Incident | Phishing report triage Security · AB · Remote | P3 | Resolved | 0.16 hr | 1.8 days | Met |
| BEC088-100373 | 25 Mar 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Closed | 0.97 hr | 2.4 days | Met |
| BEC088-100372 | 24 Mar 2026 | Incident | Backup job failed Backup · SE · Head Office | P4 | Closed | 0.39 hr | 2.1 days | Met |
| BEC088-100371 | 23 Mar 2026 | Service Request | Site offline Network · BK · Remote | P2 | Resolved | 0.94 hr | 1.8 days | Met |
| BEC088-100370 | 23 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Branch | P4 | Closed | 1.42 hr | 1.2 hr | Met |
| BEC088-100369 | 20 Mar 2026 | Incident | Call quality issue Telephony · BK · Remote | P3 | Resolved | 0.90 hr | 1.2 hr | Met |
| BEC088-100368 | 18 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P3 | Resolved | 47.62 hr | 11.5 hr | Missed |
| BEC088-100367 | 17 Mar 2026 | Change · excluded | Switch port fault Network · SE · Branch | P3 | Closed | — | — | n/a |
| BEC088-100366 | 16 Mar 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Resolved | — | — | n/a |
| BEC088-100365 | 16 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 0.77 hr | 1.8 days | Met |
| BEC088-100364 | 13 Mar 2026 | Service Request | Scan to email failing Printing · TAG · Branch | P4 | Closed | 3.88 hr | 1.5 days | Met |
| BEC088-100363 | 12 Mar 2026 | Incident | Report not generating Line of business app · TAG · Remote | P3 | Resolved | 3.94 hr | 1.7 days | Met |
| BEC088-100362 | 11 Mar 2026 | Service Request | Leaver process User admin · AB · Branch | P3 | Closed | 1.46 hr | 2.5 days | Met |
| BEC088-100361 | 10 Mar 2026 | Incident | Switch port fault Network · ML · Branch | P3 | Resolved | 1.31 hr | 1.2 days | Met |
| BEC088-100360 | 09 Mar 2026 | Change | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 0.83 hr | 8.5 hr | Met |
| BEC088-100359 | 06 Mar 2026 | Quote · excluded | Handset registration Telephony · KB · Remote | P3 | Closed | — | — | n/a |
| BEC088-100358 | 04 Mar 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P2 | Closed | 0.19 hr | 10.2 hr | Met |
| BEC088-100357 | 02 Mar 2026 | Service Request | Site offline Network · KB · Remote | P4 | Closed | 4.09 hr | 13.9 hr | Met |
| BEC088-100356 | 27 Feb 2026 | Incident | Handset registration Telephony · AB · Head Office | P2 | Resolved | 1.28 hr | 7.3 hr | Met |
| BEC088-100355 | 25 Feb 2026 | Incident | Restore request Backup · SE · Head Office | P4 | Closed | 21.29 hr | 2.4 days | Missed |
| BEC088-100354 | 24 Feb 2026 | Service Request | New extension setup Telephony · ML · Site 2 | P2 | Resolved | 0.26 hr | 2.3 days | Met |
| BEC088-100353 | 23 Feb 2026 | Service Request · excluded | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | — | — | n/a |
| BEC088-100352 | 20 Feb 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P2 | Resolved | 0.78 hr | 14.8 hr | Met |
| BEC088-100351 | 18 Feb 2026 | Service Request | New starter setup User admin · BK · Site 2 | P2 | Resolved | 1.95 hr | 22.9 hr | Met |
| BEC088-100350 | 17 Feb 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P1 | Closed | 0.52 hr | 8.7 hr | Met |
| BEC088-100349 | 16 Feb 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P3 | Closed | 3.48 hr | 2.4 days | Met |
| BEC088-100348 | 13 Feb 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.81 hr | 20.3 hr | Met |
| BEC088-100347 | 12 Feb 2026 | Incident | Message quarantined Email · KB · Head Office | P1 | Resolved | 0.49 hr | 8.3 hr | Met |
| BEC088-100346 | 10 Feb 2026 | Service Request | Database timeout Line of business app · SE · Branch | P3 | Closed | 4.98 hr | 6.1 hr | Met |
| BEC088-100345 | 06 Feb 2026 | Incident | Application crash on launch Line of business app · KB · Branch | P3 | Closed | 1.34 hr | 1.6 days | Met |
| BEC088-100344 | 04 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | 1.36 hr | 2.3 days | Met |
| BEC088-100343 | 03 Feb 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 6.57 hr | 1.4 days | Met |
| BEC088-100342 | 02 Feb 2026 | Incident | Handset registration Telephony · KB · Site 2 | P2 | Closed | 1.22 hr | 2.0 days | Met |
| BEC088-100341 | 30 Jan 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Resolved | 8.50 hr | 2.4 days | Missed |
| BEC088-100340 | 29 Jan 2026 | Change · excluded | Endpoint alert investigation Security · ML · Remote | P4 | Closed | — | — | n/a |
| BEC088-100339 | 26 Jan 2026 | Incident · excluded | Restore request Backup · KB · Branch | P3 | Closed | — | — | n/a |
| BEC088-100338 | 23 Jan 2026 | Change | Backup job failed Backup · ML · Branch | P2 | Closed | 10.50 hr | 6.6 hr | Missed |
| BEC088-100337 | 22 Jan 2026 | Incident · excluded | Report not generating Line of business app · ML · Remote | P3 | Resolved | — | — | n/a |
| BEC088-100336 | 20 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Closed | 0.52 hr | 2.2 hr | Met |
| BEC088-100335 | 19 Jan 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Remote | P3 | Closed | — | — | n/a |
| BEC088-100334 | 18 Jan 2026 | Incident | Distribution list change Email · TAG · Head Office | P2 | Resolved | 5.67 hr | 12.7 hr | Met |
| BEC088-100333 | 16 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 2.38 hr | 1.2 days | Met |
| BEC088-100332 | 15 Jan 2026 | Project · excluded | Retention change Backup · SE · Remote | P3 | Resolved | — | — | n/a |
| BEC088-100331 | 14 Jan 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Remote | P3 | Closed | — | — | n/a |
| BEC088-100330 | 13 Jan 2026 | Incident | Retention change Backup · KB · Head Office | P2 | Closed | 0.28 hr | 4.5 hr | Met |
| BEC088-100329 | 12 Jan 2026 | Incident | Backup capacity review Backup · ML · Remote | P3 | Closed | 1.79 hr | 2.4 days | Met |
| BEC088-100328 | 09 Jan 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 1.21 hr | 2.0 days | Met |
| BEC088-100327 | 08 Jan 2026 | Incident | New printer driver rollout Printing · SE · Remote | P3 | Resolved | 7.19 hr | 1.9 days | Met |
| BEC088-100326 | 07 Jan 2026 | Project · excluded | New starter setup User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| BEC088-100325 | 07 Jan 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P4 | Resolved | 1.46 hr | 12.3 hr | Met |
| BEC088-100324 | 05 Jan 2026 | Incident | Backup capacity review Backup · ML · Remote | P3 | Closed | 2.65 hr | 1.7 hr | Met |
| BEC088-100323 | 03 Jan 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Closed | 0.12 hr | 1.8 days | Met |
| BEC088-100322 | 02 Jan 2026 | Incident | Call quality issue Telephony · AB · Branch | P4 | Resolved | 0.66 hr | 2.3 days | Met |
| BEC088-100321 | 01 Jan 2026 | Planned Install · excluded | Docking station not detected Hardware · SE · Head Office | P2 | Closed | — | — | n/a |
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.