SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 10 records in this selection sit outside that — quotes, projects and planned installs, plus 6 calls billed time and materials. They stay visible for volume context.
Service performance
41 eligible records in this yearAverage first response
4.5 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
82.1%
7 call(s) over the 8-hour target
First-time fix
72.5%
Where the source records the field
Volume
Contract calls
41
51 calls logged in the period
Off contract
6
£1,692 chargeable
Open / closed
3 / 48
Across the selected period
Data-quality gaps
2
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
41
records
- Microsoft 36510
- Network7
- Email4
- Printing4
- Telephony4
- User admin4
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 41 | 4.50 hr | 82.1% | 7 | 10 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Daniel Blacker | 6 | 4.56 hr | 67% | 2 |
| Barry Ebbs | 5 | 1.00 hr | 100% | 0 |
| Karen Taylor | 5 | 3.19 hr | 100% | 0 |
| Julie Herbert | 4 | 6.53 hr | 50% | 2 |
| Phil Jenkins | 3 | 13.29 hr | 33% | 2 |
| Anne-Marie Cable | 3 | 4.29 hr | 100% | 0 |
| (Not recorded) | 3 | 0.82 hr | 100% | 0 |
| Kelly Gregory | 3 | 4.05 hr | 100% | 0 |
| Damian Armstrong | 2 | 17.96 hr | 50% | 1 |
| Stacey Thomas | 2 | 0.35 hr | 100% | 0 |
| Aiden Higgins | 2 | 0.99 hr | 100% | 0 |
| Chloe Dempsey | 2 | 0.79 hr | 100% | 0 |
7 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 26.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308358 | Damian Armstrong | HP ProBook 450 G6 | 2026-02-09 09:26 | 34.88 hr | +26.9 | AB | New extension setup |
| 308348 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-01-05 10:28 | 24.82 hr | +16.8 | ML | Switch port fault |
| 308363 | Julie Herbert | HP EliteBook 840 G9 | 2026-03-10 17:29 | 11.31 hr | +3.3 | BK | Outlook not syncing |
| 308371 | Daniel Blacker | HP ProBook 450 G6 | 2026-04-29 08:14 | 9.47 hr | +1.5 | SE | Spoofed email reported |
| 308380 | Phil Jenkins | Ubiquiti U6-Pro | 2026-06-17 09:21 | 9.41 hr | +1.4 | BK | Site offline |
| 308356 | Julie Herbert | Lenovo ThinkPad T14 | 2026-02-05 17:54 | 8.87 hr | +0.9 | SE | Scan to email failing |
| 308355 | Daniel Blacker | Dell Latitude 5440 | 2026-01-27 14:27 | 8.12 hr | +0.1 | ML | Site offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 3 | 03 Mar 2026 – 27 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Monitoring / server / security | 3 | 02 Jan 2026 – 27 May 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 3 | 11 Jan 2026 – 13 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 29 Apr 2026 – 07 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
51 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BEC888-100161 | 25 Aug 2026 | Quote · excluded | Endpoint alert investigation Security · BK · Branch | P3 | Open | — | — | n/a |
| BEC888-100160 | 24 Aug 2026 | Quote · excluded | Leaver process User admin · SE · Head Office | P3 | In Progress | — | — | n/a |
| BEC888-100159 | 20 Aug 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | In Progress | — | — | n/a |
| BEC888-100158 | 19 Aug 2026 | Service Request | Permission change User admin · ML · Branch | P3 | Closed | 5.90 hr | 2.4 days | Met |
| BEC888-100157 | 18 Aug 2026 | Service Request | Distribution list change Email · KB · Remote | P2 | Closed | 1.50 hr | 3.4 hr | Met |
| BEC888-100156 | 17 Aug 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P4 | Resolved | 2.38 hr | 7.4 hr | Met |
| BEC888-100155 | 13 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P4 | Resolved | 1.44 hr | 2.3 days | Met |
| BEC888-100154 | 04 Aug 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Closed | 1.13 hr | 4.7 hr | Met |
| BEC888-100153 | 03 Aug 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 1.31 hr | 17.0 hr | Met |
| BEC888-100152 | 29 Jul 2026 | Incident · excluded | Distribution list change Email · SE · Branch | P3 | Closed | — | — | n/a |
| BEC888-100151 | 21 Jul 2026 | Service Request · excluded | Retention change Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| BEC888-100150 | 07 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Site 2 | P2 | Closed | 5.65 hr | 1.1 days | Met |
| BEC888-100149 | 04 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 7.58 hr | 4.3 hr | Met |
| BEC888-100148 | 26 Jun 2026 | Service Request · excluded | Licence renewal Line of business app · TAG · Branch | P3 | Resolved | — | — | n/a |
| BEC888-100147 | 23 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Remote | P4 | Closed | 5.38 hr | 2.3 days | Met |
| BEC888-100146 | 19 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Head Office | P4 | Closed | — | — | n/a |
| BEC888-100145 | 17 Jun 2026 | Service Request | Site offline Network · BK · Head Office | P4 | Closed | 9.41 hr | 0.4 hr | Missed |
| BEC888-100144 | 16 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.87 hr | 2.0 days | Met |
| BEC888-100143 | 10 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Remote | P4 | Resolved | 4.49 hr | 1.8 days | Met |
| BEC888-100142 | 09 Jun 2026 | Change | Screen flickering Hardware · ML · Head Office | P1 | Resolved | 0.47 hr | 1.1 hr | Met |
| BEC888-100141 | 08 Jun 2026 | Service Request | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | 0.08 hr | 1.2 days | Met |
| BEC888-100140 | 28 May 2026 | Incident · excluded | Backup job failed Backup · AB · Branch | P2 | Closed | — | — | n/a |
| BEC888-100139 | 27 May 2026 | Change | Wi-Fi dropouts in warehouse Network · BK · Remote | P3 | Closed | 1.36 hr | 10.6 hr | Met |
| BEC888-100138 | 18 May 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Head Office | P2 | Closed | 0.46 hr | 23.8 hr | Met |
| BEC888-100137 | 12 May 2026 | Incident | Switch port fault Network · BK · Remote | P3 | Resolved | 1.16 hr | 1.5 days | Met |
| BEC888-100136 | 29 Apr 2026 | Incident | Spoofed email reported Email · SE · Remote | P2 | Closed | 9.47 hr | 1.3 hr | Missed |
| BEC888-100135 | 28 Apr 2026 | Incident | Printer offline Printing · BK · Head Office | P2 | Closed | 0.82 hr | 8.9 hr | Met |
| BEC888-100134 | 14 Apr 2026 | Service Request | Site offline Network · KB · Remote | P3 | Closed | 4.71 hr | 20.7 hr | Met |
| BEC888-100133 | 07 Apr 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P4 | Resolved | 7.08 hr | 1.8 days | Met |
| BEC888-100132 | 30 Mar 2026 | Service Request | Handset registration Telephony · TAG · Remote | P1 | Resolved | 0.38 hr | 6.7 hr | Met |
| BEC888-100131 | 23 Mar 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Resolved | 0.33 hr | 1.4 days | Met |
| BEC888-100130 | 19 Mar 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P2 | Resolved | — | — | n/a |
| BEC888-100129 | 17 Mar 2026 | Project · excluded | Switch port fault Network · TAG · Head Office | P4 | Closed | — | — | n/a |
| BEC888-100128 | 10 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Closed | 11.31 hr | 1.8 days | Missed |
| BEC888-100127 | 03 Mar 2026 | Incident | Site offline Network · AB · Branch | P3 | Resolved | 1.19 hr | 16.1 hr | Met |
| BEC888-100126 | 27 Feb 2026 | Change | Name change request User admin · AB · Head Office | P4 | Closed | 0.66 hr | 1.9 days | Met |
| BEC888-100125 | 23 Feb 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Closed | 1.00 hr | 1.5 days | Met |
| BEC888-100124 | 17 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 1.25 hr | 15.9 hr | Met |
| BEC888-100123 | 09 Feb 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Resolved | 34.88 hr | 1.1 days | Missed |
| BEC888-100122 | 06 Feb 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P4 | Resolved | 0.67 hr | 4.8 hr | Met |
| BEC888-100121 | 05 Feb 2026 | Service Request | Scan to email failing Printing · SE · Branch | P3 | Closed | 8.87 hr | 4.1 hr | Missed |
| BEC888-100120 | 27 Jan 2026 | Incident | Site offline Network · ML · Head Office | P4 | Closed | 8.12 hr | 2.3 days | Missed |
| BEC888-100119 | 21 Jan 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Resolved | — | — | n/a |
| BEC888-100118 | 16 Jan 2026 | Change | Retention change Backup · TAG · Head Office | P3 | Closed | 5.51 hr | 2.1 days | Met |
| BEC888-100117 | 11 Jan 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P4 | Closed | 0.33 hr | 1.9 days | Met |
| BEC888-100116 | 09 Jan 2026 | Quote · excluded | Database timeout Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| BEC888-100115 | 08 Jan 2026 | Service Request | Screen flickering Hardware · BK · Branch | P3 | Closed | 0.51 hr | 1.4 days | Met |
| BEC888-100114 | 07 Jan 2026 | Service Request | Laptop will not boot Hardware · TAG · Branch | P3 | Resolved | 1.43 hr | 1.0 days | Met |
| BEC888-100113 | 05 Jan 2026 | Service Request | Switch port fault Network · ML · Remote | P2 | Closed | 24.82 hr | 1.6 days | Missed |
| BEC888-100112 | 02 Jan 2026 | Incident | Phishing report triage Security · ML · Head Office | P2 | Resolved | 0.65 hr | 1.9 days | Met |
| BEC888-100111 | 01 Jan 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 1.05 hr | 15.9 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.