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 16 calls billed time and materials. They stay visible for volume context.
Service performance
107 eligible records in this yearAverage first response
7.0 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
85.4%
15 call(s) over the 8-hour target
First-time fix
73.6%
Where the source records the field
Volume
Contract calls
107
140 calls logged in the period
Off contract
16
£4,767.75 chargeable
Open / closed
2 / 138
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
107
records
- Printing17
- Email15
- Backup14
- Network11
- Line of business app10
- Hardware10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 107 | 6.99 hr | 85.4% | 15 | 33 |
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 | 17 | 12.09 hr | 82% | 3 |
| Damian Armstrong | 15 | 4.59 hr | 86% | 2 |
| Stacey Thomas | 15 | 5.43 hr | 93% | 1 |
| Barry Ebbs | 10 | 9.04 hr | 80% | 2 |
| Kelly Gregory | 8 | 10.47 hr | 75% | 2 |
| Julie Herbert | 8 | 11.23 hr | 75% | 2 |
| (Not recorded) | 7 | 2.93 hr | 83% | 1 |
| Anne-Marie Cable | 6 | 7.91 hr | 67% | 2 |
| Chloe Dempsey | 5 | 3.50 hr | 100% | 0 |
| Aiden Higgins | 5 | 1.40 hr | 100% | 0 |
| Daniel Blacker | 5 | 1.86 hr | 100% | 0 |
| Phil Jenkins | 4 | 3.19 hr | 100% | 0 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 149.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302587 | Karen Taylor | Samsung Galaxy A54 | 2026-03-13 12:16 | 157.42 hr | +149.4 | ML | Scan to email failing |
| 302678 | Julie Herbert | Fortinet FortiGate 60F | 2026-08-11 10:57 | 74.82 hr | +66.8 | SE | Distribution list change |
| 302568 | Stacey Thomas | Dell Latitude 5440 | 2026-02-05 16:14 | 45.82 hr | +37.8 | ML | OneDrive sync conflict |
| 302668 | Kelly Gregory | Samsung Galaxy A54 | 2026-07-22 12:33 | 44.22 hr | +36.2 | KB | Site offline |
| 302636 | Barry Ebbs | Dell OptiPlex 3050 | 2026-06-02 11:41 | 39.33 hr | +31.3 | KB | Toner replacement |
| 302612 | Damian Armstrong | Dell Latitude 7420 | 2026-04-21 14:47 | 36.88 hr | +28.9 | BK | Application crash on launch |
| 302567 | Barry Ebbs | HP ProDesk 400 G7 | 2026-02-04 17:27 | 36.14 hr | +28.1 | SE | Voicemail not delivering |
| 302574 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-02-17 08:40 | 26.48 hr | +18.5 | SE | Retention change |
| 302639 | Kelly Gregory | HP EliteBook 840 G9 | 2026-06-05 09:36 | 25.10 hr | +17.1 | SE | Application crash on launch |
| 302551 | Karen Taylor | Samsung Galaxy S23 | 2026-01-07 16:37 | 13.33 hr | +5.3 | TAG | Teams sign-in loop |
| 302683 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-08-20 17:46 | 10.94 hr | +2.9 | KB | Database timeout |
| 302590 | (Not recorded) | Samsung Galaxy A54 | 2026-03-17 17:01 | 9.96 hr | +2.0 | BK | Permission change |
| 302607 | Karen Taylor | Netgear GS724T | 2026-04-14 15:32 | 9.75 hr | +1.8 | TAG | Leaver process |
| 302625 | Julie Herbert | WatchGuard T35 | 2026-05-15 09:41 | 9.72 hr | +1.7 | BK | Spoofed email reported |
| 302656 | Damian Armstrong | Dell OptiPlex 3050 | 2026-07-06 16:44 | 8.35 hr | +0.3 | AB | Laptop will not boot |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Printing | 5 | 26 Jan 2026 – 19 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 07 Jan 2026 – 12 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 30 Jan 2026 – 24 Apr 2026 |
| Karen Taylor | Backup / restore | 4 | 26 Feb 2026 – 17 Jul 2026 |
| Julie Herbert | Email / Microsoft 365 | 4 | 31 Mar 2026 – 11 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 4 | 01 Apr 2026 – 20 Jul 2026 |
| Damian Armstrong | Hardware | 3 | 13 Jan 2026 – 06 Jul 2026 |
| Stacey Thomas | Backup / restore | 3 | 20 Jan 2026 – 08 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 3050 | Email / Microsoft 365 | 5 | 12 May 2026 – 20 Jul 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 4 | 05 Feb 2026 – 23 May 2026 |
| Lenovo ThinkPad T14 | User administration | 3 | 22 Jan 2026 – 12 Jun 2026 |
| Lenovo ThinkPad T14 | Printing | 3 | 29 Jan 2026 – 15 Aug 2026 |
| Dell Latitude 5440 | Printing | 3 | 10 Feb 2026 – 18 Aug 2026 |
| Apple iPhone 14 | Email / Microsoft 365 | 3 | 18 Feb 2026 – 03 Jun 2026 |
| Samsung Galaxy A54 | Printing | 3 | 13 Mar 2026 – 23 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 3 | 10 Apr 2026 – 12 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
140 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BEC725-100405 | 25 Aug 2026 | Project · excluded | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100404 | 24 Aug 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P3 | Resolved | 2.27 hr | 1.4 days | Met |
| BEC725-100403 | 23 Aug 2026 | Service Request | Toner replacement Printing · SE · Head Office | P4 | Resolved | 5.73 hr | 1.4 days | Met |
| BEC725-100402 | 22 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P2 | Open | — | — | n/a |
| BEC725-100401 | 20 Aug 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Closed | 10.94 hr | 1.0 days | Missed |
| BEC725-100400 | 19 Aug 2026 | Incident | Toner replacement Printing · SE · Branch | P3 | Closed | 0.89 hr | 1.4 days | Met |
| BEC725-100399 | 18 Aug 2026 | Service Request | Toner replacement Printing · KB · Head Office | P4 | Closed | 1.23 hr | 1.1 days | Met |
| BEC725-100398 | 15 Aug 2026 | Change | Toner replacement Printing · ML · Remote | P3 | Closed | 1.01 hr | 2.4 days | Met |
| BEC725-100397 | 12 Aug 2026 | Incident | Message quarantined Email · BK · Remote | P3 | Resolved | 1.86 hr | 16.1 hr | Met |
| BEC725-100396 | 11 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P1 | Closed | 74.82 hr | 15.0 hr | Missed |
| BEC725-100395 | 10 Aug 2026 | Service Request | Endpoint alert investigation Security · AB · Remote | P4 | Closed | 5.80 hr | 1.5 days | Met |
| BEC725-100394 | 07 Aug 2026 | Service Request | New printer driver rollout Printing · AB · Site 2 | P3 | Closed | 1.27 hr | 15.2 hr | Met |
| BEC725-100393 | 05 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · AB · Site 2 | P3 | Resolved | — | — | n/a |
| BEC725-100392 | 04 Aug 2026 | Service Request | Docking station not detected Hardware · SE · Remote | P3 | Resolved | 5.11 hr | 2.2 days | Met |
| BEC725-100391 | 03 Aug 2026 | Quote · excluded | Report not generating Line of business app · AB · Branch | P4 | Open | — | — | n/a |
| BEC725-100390 | 31 Jul 2026 | Project · excluded | Name change request User admin · SE · Head Office | P2 | Closed | — | — | n/a |
| BEC725-100389 | 30 Jul 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Resolved | 0.93 hr | 2.3 days | Met |
| BEC725-100388 | 28 Jul 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Closed | 4.99 hr | 5.7 hr | Met |
| BEC725-100387 | 27 Jul 2026 | Change | Toner replacement Printing · KB · Branch | P3 | Closed | 1.14 hr | 1.2 days | Met |
| BEC725-100386 | 22 Jul 2026 | Service Request | Site offline Network · KB · Head Office | P2 | Resolved | 44.22 hr | 1.5 days | Missed |
| BEC725-100385 | 21 Jul 2026 | Incident | Distribution list change Email · ML · Head Office | P4 | Closed | 1.01 hr | 2.1 days | Met |
| BEC725-100384 | 20 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P2 | Closed | 0.69 hr | 17.7 hr | Met |
| BEC725-100383 | 18 Jul 2026 | Incident · excluded | Database timeout Line of business app · BK · Head Office | P2 | Resolved | — | — | n/a |
| BEC725-100382 | 17 Jul 2026 | Incident | Restore request Backup · AB · Head Office | P4 | Closed | 0.82 hr | 7.7 hr | Met |
| BEC725-100381 | 16 Jul 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P4 | Closed | 0.24 hr | 13.0 hr | Met |
| BEC725-100380 | 15 Jul 2026 | Service Request · excluded | Permission change User admin · SE · Branch | P3 | Closed | — | — | n/a |
| BEC725-100379 | 14 Jul 2026 | Service Request | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | 5.68 hr | 1.1 days | Met |
| BEC725-100378 | 13 Jul 2026 | Change · excluded | Application crash on launch Line of business app · AB · Remote | P2 | Resolved | — | — | n/a |
| BEC725-100377 | 11 Jul 2026 | Incident | Printer offline Printing · BK · Head Office | P4 | Closed | 1.34 hr | 1.2 days | Met |
| BEC725-100376 | 10 Jul 2026 | Change | Retention change Backup · TAG · Site 2 | P3 | Closed | 0.84 hr | 6.5 hr | Met |
| BEC725-100375 | 07 Jul 2026 | Incident · excluded | New starter setup User admin · SE · Remote | P4 | Closed | — | — | n/a |
| BEC725-100374 | 06 Jul 2026 | Service Request | Laptop will not boot Hardware · AB · Remote | P4 | Resolved | 8.35 hr | 1.7 days | Missed |
| BEC725-100373 | 03 Jul 2026 | Incident | Database timeout Line of business app · BK · Head Office | P3 | Closed | 4.88 hr | 1.8 days | Met |
| BEC725-100372 | 02 Jul 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Resolved | 5.97 hr | 15.8 hr | Met |
| BEC725-100371 | 01 Jul 2026 | Service Request | Distribution list change Email · AB · Site 2 | P3 | Resolved | 1.16 hr | 1.4 days | Met |
| BEC725-100370 | 29 Jun 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P2 | Resolved | 0.50 hr | 2.3 days | Met |
| BEC725-100369 | 26 Jun 2026 | Quote · excluded | New starter setup User admin · AB · Branch | P3 | Closed | — | — | n/a |
| BEC725-100368 | 25 Jun 2026 | Service Request · excluded | Site offline Network · ML · Remote | P3 | Closed | — | — | n/a |
| BEC725-100367 | 24 Jun 2026 | Incident · excluded | Printer offline Printing · KB · Head Office | P2 | Closed | — | — | n/a |
| BEC725-100366 | 23 Jun 2026 | Quote · excluded | New starter setup User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| BEC725-100365 | 22 Jun 2026 | Incident | Switch port fault Network · KB · Remote | P3 | Closed | 0.32 hr | 2.1 days | Met |
| BEC725-100364 | 19 Jun 2026 | Service Request · excluded | Site offline Network · TAG · Branch | P3 | Closed | — | — | n/a |
| BEC725-100363 | 18 Jun 2026 | Service Request | New extension setup Telephony · ML · Branch | P3 | Resolved | 1.35 hr | 8.1 hr | Met |
| BEC725-100362 | 16 Jun 2026 | Quote · excluded | Distribution list change Email · TAG · Head Office | P2 | Closed | — | — | n/a |
| BEC725-100361 | 12 Jun 2026 | Incident | Name change request User admin · AB · Remote | P2 | Resolved | 0.22 hr | 2.4 days | Met |
| BEC725-100360 | 10 Jun 2026 | Incident · excluded | MFA reset Security · SE · Site 2 | P3 | Closed | — | — | n/a |
| BEC725-100359 | 09 Jun 2026 | Change | Distribution list change Email · SE · Remote | P4 | Resolved | 1.76 hr | 13.5 hr | Met |
| BEC725-100358 | 08 Jun 2026 | Service Request | Retention change Backup · BK · Head Office | P4 | Resolved | 5.07 hr | 2.2 days | Met |
| BEC725-100357 | 05 Jun 2026 | Change | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 25.10 hr | 11.7 hr | Missed |
| BEC725-100356 | 04 Jun 2026 | Incident | Backup job failed Backup · TAG · Head Office | P1 | Closed | 0.33 hr | 5.6 hr | Met |
| BEC725-100355 | 03 Jun 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 0.68 hr | 20.9 hr | Met |
| BEC725-100354 | 02 Jun 2026 | Incident | Toner replacement Printing · KB · Branch | P4 | Closed | 39.33 hr | 1.4 days | Missed |
| BEC725-100353 | 01 Jun 2026 | Change | Screen flickering Hardware · TAG · Head Office | P4 | Closed | 3.38 hr | 16.8 hr | Met |
| BEC725-100352 | 28 May 2026 | Service Request | Spoofed email reported Email · ML · Head Office | P2 | Closed | 0.84 hr | 6.3 hr | Met |
| BEC725-100351 | 27 May 2026 | Incident | Site offline Network · BK · Head Office | P3 | Resolved | 5.23 hr | 2.3 days | Met |
| BEC725-100350 | 26 May 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P2 | Closed | 4.32 hr | 5.3 hr | Met |
| BEC725-100349 | 25 May 2026 | Service Request | Printer offline Printing · KB · Head Office | P3 | Closed | 0.24 hr | 1.8 days | Met |
| BEC725-100348 | 23 May 2026 | Change | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 0.60 hr | 2.0 days | Met |
| BEC725-100347 | 21 May 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Resolved | 0.57 hr | 22.1 hr | Met |
| BEC725-100346 | 20 May 2026 | Project · excluded | Printer offline Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100345 | 19 May 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 5.74 hr | 1.0 days | Met |
| BEC725-100344 | 16 May 2026 | Incident | Restore request Backup · SE · Head Office | P2 | Resolved | 0.50 hr | 8.7 hr | Met |
| BEC725-100343 | 15 May 2026 | Incident | Spoofed email reported Email · BK · Remote | P3 | Closed | 9.72 hr | 1.1 days | Missed |
| BEC725-100342 | 14 May 2026 | Incident | Voicemail not delivering Telephony · ML · Branch | P3 | Closed | 1.20 hr | 2.0 days | Met |
| BEC725-100341 | 13 May 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P4 | Closed | 1.12 hr | 1.5 days | Met |
| BEC725-100340 | 12 May 2026 | Incident | Distribution list change Email · BK · Remote | P4 | Closed | 0.13 hr | 20.7 hr | Met |
| BEC725-100339 | 11 May 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 3.97 hr | 21.6 hr | Met |
| BEC725-100338 | 08 May 2026 | Planned Install · excluded | Toner replacement Printing · ML · Remote | P2 | Resolved | — | — | n/a |
| BEC725-100337 | 06 May 2026 | Quote · excluded | Name change request User admin · ML · Head Office | P1 | Resolved | — | — | n/a |
| BEC725-100336 | 05 May 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Resolved | 0.78 hr | 1.5 days | Met |
| BEC725-100335 | 04 May 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Closed | 3.94 hr | 2.1 days | Met |
| BEC725-100334 | 30 Apr 2026 | Incident | Backup job failed Backup · TAG · Branch | P3 | Resolved | 0.94 hr | 0.2 hr | Met |
| BEC725-100333 | 29 Apr 2026 | Quote · excluded | Leaver process User admin · AB · Remote | P4 | Resolved | — | — | n/a |
| BEC725-100332 | 28 Apr 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 1.07 hr | 13.6 hr | Met |
| BEC725-100331 | 24 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 0.09 hr | 1.3 days | Met |
| BEC725-100330 | 21 Apr 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 36.88 hr | 9.3 hr | Missed |
| BEC725-100329 | 20 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100328 | 17 Apr 2026 | Project · excluded | Screen flickering Hardware · SE · Head Office | P4 | Resolved | — | — | n/a |
| BEC725-100327 | 16 Apr 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Closed | 5.46 hr | 16.5 hr | Met |
| BEC725-100326 | 15 Apr 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Closed | 0.49 hr | 11.2 hr | Met |
| BEC725-100325 | 14 Apr 2026 | Incident | Leaver process User admin · TAG · Remote | P4 | Closed | 9.75 hr | 22.3 hr | Missed |
| BEC725-100324 | 13 Apr 2026 | Change | New extension setup Telephony · ML · Remote | P1 | Closed | 2.75 hr | 9.6 hr | Met |
| BEC725-100323 | 10 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Resolved | — | — | n/a |
| BEC725-100322 | 09 Apr 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P2 | Closed | — | — | n/a |
| BEC725-100321 | 04 Apr 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Remote | P4 | Closed | 2.56 hr | 2.5 days | Met |
| BEC725-100320 | 03 Apr 2026 | Quote · excluded | Backup capacity review Backup · BK · Branch | P3 | Closed | — | — | n/a |
| BEC725-100319 | 02 Apr 2026 | Incident | Toner replacement Printing · ML · Branch | P3 | Resolved | 1.26 hr | 1.8 days | Met |
| BEC725-100318 | 01 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Remote | P4 | Resolved | 0.91 hr | 2.6 hr | Met |
| BEC725-100317 | 31 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 0.53 hr | 2.4 days | Met |
| BEC725-100316 | 30 Mar 2026 | Incident · excluded | Phishing report triage Security · SE · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100315 | 27 Mar 2026 | Service Request | Toner replacement Printing · AB · Head Office | P2 | Closed | 1.72 hr | 1.8 days | Met |
| BEC725-100314 | 26 Mar 2026 | Incident | Backup capacity review Backup · TAG · Branch | P3 | Resolved | 1.46 hr | 2.0 days | Met |
| BEC725-100313 | 25 Mar 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100312 | 24 Mar 2026 | Service Request · excluded | Name change request User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100311 | 20 Mar 2026 | Service Request | New extension setup Telephony · AB · Head Office | P3 | Resolved | 0.42 hr | 22.1 hr | Met |
| BEC725-100310 | 19 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 1.46 hr | 21.2 hr | Met |
| BEC725-100309 | 18 Mar 2026 | Service Request | Site offline Network · KB · Head Office | P4 | Closed | 1.36 hr | 22.4 hr | Met |
| BEC725-100308 | 17 Mar 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Resolved | 9.96 hr | 2.2 days | Missed |
| BEC725-100307 | 16 Mar 2026 | Service Request | Report not generating Line of business app · AB · Remote | P2 | Closed | 5.56 hr | 4.1 hr | Met |
| BEC725-100306 | 14 Mar 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| BEC725-100305 | 13 Mar 2026 | Incident | Scan to email failing Printing · ML · Branch | P4 | Closed | 157.42 hr | 1.7 days | Missed |
| BEC725-100304 | 11 Mar 2026 | Quote · excluded | Licence renewal Line of business app · SE · Branch | P2 | Closed | — | — | n/a |
| BEC725-100303 | 09 Mar 2026 | Incident | New extension setup Telephony · SE · Site 2 | P3 | Closed | 3.13 hr | 1.3 days | Met |
| BEC725-100302 | 06 Mar 2026 | Incident | Printer offline Printing · TAG · Branch | P1 | Resolved | 1.21 hr | 11.1 hr | Met |
| BEC725-100301 | 05 Mar 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Closed | 0.13 hr | 20.0 hr | Met |
| BEC725-100300 | 02 Mar 2026 | Incident | Voicemail not delivering Telephony · SE · Branch | P4 | Resolved | 0.17 hr | 8.1 hr | Met |
| BEC725-100299 | 27 Feb 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 3.26 hr | 2.3 days | Met |
| BEC725-100298 | 26 Feb 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 0.31 hr | 2.0 days | Met |
| BEC725-100297 | 25 Feb 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 0.99 hr | 1.1 days | Met |
| BEC725-100296 | 24 Feb 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Closed | 3.19 hr | 2.1 days | Met |
| BEC725-100295 | 23 Feb 2026 | Service Request | Restore request Backup · SE · Head Office | P4 | Closed | 4.60 hr | 23.5 hr | Met |
| BEC725-100294 | 20 Feb 2026 | Incident · excluded | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100293 | 18 Feb 2026 | Incident | Spoofed email reported Email · SE · Head Office | P3 | Resolved | 0.07 hr | 1.3 days | Met |
| BEC725-100292 | 17 Feb 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Closed | 26.48 hr | 1.3 days | Missed |
| BEC725-100291 | 16 Feb 2026 | Incident | New starter setup User admin · KB · Branch | P3 | Closed | — | — | n/a |
| BEC725-100290 | 13 Feb 2026 | Quote · excluded | Leaver process User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100289 | 12 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | 0.10 hr | 22.1 hr | Met |
| BEC725-100288 | 10 Feb 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P4 | Closed | 1.23 hr | 2.4 days | Met |
| BEC725-100287 | 06 Feb 2026 | Incident | Slow VPN Network · ML · Branch | P4 | Closed | 0.70 hr | 2.4 days | Met |
| BEC725-100286 | 05 Feb 2026 | Change | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Resolved | 45.82 hr | 1.7 days | Missed |
| BEC725-100285 | 04 Feb 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | 36.14 hr | 1.8 days | Missed |
| BEC725-100284 | 02 Feb 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P4 | Resolved | 0.74 hr | 22.0 hr | Met |
| BEC725-100283 | 30 Jan 2026 | Incident | Message quarantined Email · SE · Remote | P3 | Closed | 0.58 hr | 1.1 days | Met |
| BEC725-100282 | 29 Jan 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P2 | Closed | 0.93 hr | 1.7 days | Met |
| BEC725-100281 | 28 Jan 2026 | Service Request | Screen flickering Hardware · KB · Remote | P3 | Closed | 0.68 hr | 0.9 hr | Met |
| BEC725-100280 | 27 Jan 2026 | Incident | Restore request Backup · BK · Head Office | P4 | Resolved | 1.62 hr | 2.4 days | Met |
| BEC725-100279 | 26 Jan 2026 | Incident | Toner replacement Printing · AB · Head Office | P3 | Closed | 0.64 hr | 1.4 days | Met |
| BEC725-100278 | 22 Jan 2026 | Service Request | Leaver process User admin · TAG · Remote | P3 | Closed | 7.38 hr | 1.8 days | Met |
| BEC725-100277 | 20 Jan 2026 | Incident | Backup capacity review Backup · SE · Remote | P4 | Closed | 5.31 hr | 2.4 days | Met |
| BEC725-100276 | 19 Jan 2026 | Incident · excluded | Report not generating Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100275 | 15 Jan 2026 | Service Request | Phishing report triage Security · KB · Head Office | P4 | Resolved | 1.11 hr | 2.0 days | Met |
| BEC725-100274 | 14 Jan 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Resolved | 3.75 hr | 1.8 days | Met |
| BEC725-100273 | 13 Jan 2026 | Incident | Docking station not detected Hardware · TAG · Remote | P4 | Closed | 0.10 hr | 19.3 hr | Met |
| BEC725-100272 | 12 Jan 2026 | Incident | Retention change Backup · AB · Head Office | P4 | Closed | 0.50 hr | 7.7 hr | Met |
| BEC725-100271 | 09 Jan 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P4 | Resolved | 2.76 hr | 1.6 days | Met |
| BEC725-100270 | 08 Jan 2026 | Incident · excluded | New starter setup User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEC725-100269 | 07 Jan 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Closed | 13.33 hr | 2.0 days | Missed |
| BEC725-100268 | 06 Jan 2026 | Project · excluded | Handset registration Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| BEC725-100267 | 05 Jan 2026 | Service Request | Licence renewal Line of business app · KB · Branch | P3 | Resolved | 0.57 hr | 23.9 hr | Met |
| BEC725-100266 | 01 Jan 2026 | Incident · excluded | Call quality issue Telephony · BK · Head Office | P4 | 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.