SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 88 records in this selection sit outside that — quotes, projects and planned installs, plus 41 calls billed time and materials. They stay visible for volume context.
Service performance
246 eligible records in this yearAverage first response
5.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.1%
26 call(s) over the 8-hour target
First-time fix
69.4%
Where the source records the field
Volume
Contract calls
246
334 calls logged in the period
Off contract
41
£11,637.75 chargeable
Open / closed
8 / 326
Across the selected period
Data-quality gaps
8
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
246
records
- Backup34
- Line of business app27
- Security25
- Email25
- Microsoft 36524
- Network24
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 246 | 5.22 hr | 89.1% | 26 | 88 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Stacey Thomas | 32 | 4.80 hr | 84% | 5 |
| Anne-Marie Cable | 28 | 5.98 hr | 85% | 4 |
| (Not recorded) | 26 | 7.30 hr | 84% | 4 |
| Kelly Gregory | 26 | 8.85 hr | 84% | 4 |
| Karen Taylor | 25 | 7.93 hr | 84% | 4 |
| Julie Herbert | 16 | 2.33 hr | 100% | 0 |
| Aiden Higgins | 16 | 2.39 hr | 93% | 1 |
| Barry Ebbs | 15 | 2.67 hr | 93% | 1 |
| Chloe Dempsey | 15 | 4.22 hr | 93% | 1 |
| Phil Jenkins | 12 | 6.55 hr | 92% | 1 |
| Daniel Blacker | 12 | 2.98 hr | 90% | 1 |
| Damian Armstrong | 12 | 2.19 hr | 100% | 0 |
26 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 123.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309765 | Kelly Gregory | HP EliteBook 840 G9 | 2026-06-11 10:31 | 131.49 hr | +123.5 | SE | New starter setup |
| 309729 | Karen Taylor | Dell Latitude 5440 | 2026-05-19 10:02 | 76.86 hr | +68.9 | BK | Distribution list change |
| 309688 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-04-20 08:03 | 72.19 hr | +64.2 | BK | New starter setup |
| 309588 | Phil Jenkins | Apple iPhone 14 | 2026-02-06 08:39 | 45.75 hr | +37.8 | AB | Mailbox delegation |
| 309678 | (Not recorded) | Fortinet FortiGate 60F | 2026-04-13 08:42 | 43.44 hr | +35.4 | ML | Application crash on launch |
| 309848 | (Not recorded) | Dell Latitude E7470 | 2026-08-10 11:18 | 43.35 hr | +35.4 | ML | Laptop will not boot |
| 309554 | (Not recorded) | Dell Latitude 5440 | 2026-01-14 17:45 | 41.98 hr | +34.0 | BK | Switch port fault |
| 309791 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-07-02 09:56 | 39.60 hr | +31.6 | BK | Call quality issue |
| 309813 | Stacey Thomas | HP EliteBook 840 G9 | 2026-07-21 09:07 | 34.37 hr | +26.4 | AB | Wi-Fi dropouts in warehouse |
| 309640 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-03-17 15:54 | 32.96 hr | +25.0 | SE | Backup capacity review |
| 309681 | Karen Taylor | Dell PowerEdge R640 | 2026-04-14 15:24 | 27.72 hr | +19.7 | TAG | Wi-Fi dropouts in warehouse |
| 309732 | Stacey Thomas | Dell Latitude 5440 | 2026-05-20 12:51 | 25.21 hr | +17.2 | AB | Wi-Fi dropouts in warehouse |
| 309576 | Karen Taylor | Dell Latitude E7470 | 2026-01-29 12:42 | 24.64 hr | +16.6 | AB | OneDrive sync conflict |
| 309852 | Stacey Thomas | HP ProDesk 400 G7 | 2026-08-12 09:09 | 20.82 hr | +12.8 | AB | Docking station not detected |
| 309556 | Kelly Gregory | Apple MacBook Air M2 | 2026-01-15 14:55 | 18.36 hr | +10.4 | ML | Switch port fault |
| 309545 | Daniel Blacker | Dell Latitude 5440 | 2026-01-08 14:51 | 18.08 hr | +10.1 | ML | Mailbox delegation |
| 309694 | Karen Taylor | Samsung Galaxy S23 | 2026-04-24 17:08 | 17.67 hr | +9.7 | ML | Licence renewal |
| 309549 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-01-12 09:24 | 11.96 hr | +4.0 | AB | Printer offline |
| 309794 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-07-07 16:36 | 11.79 hr | +3.8 | SE | Handset registration |
| 309789 | Stacey Thomas | Apple MacBook Air M2 | 2026-06-30 12:22 | 11.63 hr | +3.6 | TAG | Retention change |
| 309858 | Stacey Thomas | Dell Latitude E7470 | 2026-08-17 12:17 | 11.19 hr | +3.2 | ML | Message quarantined |
| 309655 | Aiden Higgins | Dell Latitude 5440 | 2026-03-30 15:13 | 10.98 hr | +3.0 | KB | Message quarantined |
| 309736 | (Not recorded) | HP EliteBook 840 G9 | 2026-05-22 16:08 | 10.84 hr | +2.8 | SE | Outlook not syncing |
| 309835 | Kelly Gregory | Dell OptiPlex 7010 | 2026-08-02 17:18 | 10.07 hr | +2.1 | TAG | OneDrive sync conflict |
| 309800 | Barry Ebbs | Samsung Galaxy A54 | 2026-07-10 13:02 | 8.99 hr | +1.0 | SE | Leaver process |
| 309575 | Kelly Gregory | WatchGuard T35 | 2026-01-28 12:08 | 8.47 hr | +0.5 | TAG | Slow VPN |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 10 | 15 Jan 2026 – 17 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 7 | 26 Feb 2026 – 02 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 6 | 13 Jan 2026 – 04 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 6 | 13 Jan 2026 – 29 Apr 2026 |
| Karen Taylor | Email / Microsoft 365 | 6 | 29 Jan 2026 – 22 May 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 02 Feb 2026 – 12 Aug 2026 |
| Stacey Thomas | Hardware | 6 | 18 Mar 2026 – 12 Aug 2026 |
| Anne-Marie Cable | Backup / restore | 5 | 23 Jan 2026 – 11 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Monitoring / server / security | 8 | 02 Feb 2026 – 05 Jun 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 6 | 30 Jan 2026 – 06 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 5 | 08 Jan 2026 – 04 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 5 | 14 Jan 2026 – 06 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 5 | 27 Jan 2026 – 21 Jul 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 5 | 19 Feb 2026 – 18 Jun 2026 |
| Dell Latitude 7420 | Backup / restore | 5 | 20 Mar 2026 – 24 Jul 2026 |
| HP ProBook 450 G6 | Line of business app | 4 | 01 Jan 2026 – 18 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
334 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BEX028-101078 | 25 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Closed | 0.22 hr | 1.1 days | Met |
| BEX028-101077 | 25 Aug 2026 | Project · excluded | Suspicious sign-in review Security · SE · Head Office | P3 | Open | — | — | n/a |
| BEX028-101076 | 24 Aug 2026 | Change · excluded | Message quarantined Email · KB · Head Office | P2 | Resolved | — | — | n/a |
| BEX028-101075 | 24 Aug 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 6.53 hr | 2.1 days | Met |
| BEX028-101074 | 21 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 2.07 hr | 23.1 hr | Met |
| BEX028-101073 | 21 Aug 2026 | Incident | Site offline Network · BK · Head Office | P4 | Open | — | — | n/a |
| BEX028-101072 | 20 Aug 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Resolved | 4.14 hr | 1.5 days | Met |
| BEX028-101071 | 18 Aug 2026 | Incident · excluded | Toner replacement Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEX028-101070 | 18 Aug 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 4.02 hr | 1.7 days | Met |
| BEX028-101069 | 18 Aug 2026 | Change | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Closed | 1.19 hr | 3.7 hr | Met |
| BEX028-101068 | 17 Aug 2026 | Incident | Phishing report triage Security · ML · Remote | P4 | Closed | 0.72 hr | 2.1 days | Met |
| BEX028-101067 | 17 Aug 2026 | Incident | Message quarantined Email · ML · Head Office | P4 | Closed | 11.19 hr | 15.5 hr | Missed |
| BEX028-101066 | 17 Aug 2026 | Incident | Backup capacity review Backup · SE · Head Office | P2 | Closed | 0.42 hr | 1.4 days | Met |
| BEX028-101065 | 14 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P4 | Closed | 0.98 hr | 7.4 hr | Met |
| BEX028-101064 | 13 Aug 2026 | Incident · excluded | Spoofed email reported Email · BK · Remote | P4 | Resolved | — | — | n/a |
| BEX028-101063 | 12 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Resolved | 0.11 hr | 13.1 hr | Met |
| BEX028-101062 | 12 Aug 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · AB · Site 2 | P3 | In Progress | — | — | n/a |
| BEX028-101061 | 12 Aug 2026 | Incident | Docking station not detected Hardware · AB · Site 2 | P2 | Closed | 20.82 hr | 23.2 hr | Missed |
| BEX028-101060 | 11 Aug 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Closed | 5.15 hr | 1.8 days | Met |
| BEX028-101059 | 11 Aug 2026 | Incident · excluded | Switch port fault Network · KB · Head Office | P2 | Resolved | — | — | n/a |
| BEX028-101058 | 11 Aug 2026 | Incident | Restore request Backup · AB · Remote | P3 | Closed | 1.87 hr | 2.4 days | Met |
| BEX028-101057 | 10 Aug 2026 | Service Request | Laptop will not boot Hardware · ML · Branch | P4 | Resolved | 43.35 hr | 20.8 hr | Missed |
| BEX028-101056 | 10 Aug 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Resolved | 0.84 hr | 5.0 hr | Met |
| BEX028-101055 | 07 Aug 2026 | Service Request | Voicemail not delivering Telephony · SE · Branch | P3 | Closed | 1.17 hr | 1.4 days | Met |
| BEX028-101054 | 07 Aug 2026 | Project · excluded | Docking station not detected Hardware · SE · Head Office | P3 | Open | — | — | n/a |
| BEX028-101053 | 06 Aug 2026 | Quote · excluded | Distribution list change Email · SE · Branch | P3 | In Progress | — | — | n/a |
| BEX028-101052 | 06 Aug 2026 | Incident | Spoofed email reported Email · SE · Branch | P4 | Closed | 1.75 hr | 5.5 hr | Met |
| BEX028-101051 | 06 Aug 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 1.37 hr | 1.8 days | Met |
| BEX028-101050 | 05 Aug 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 0.63 hr | 2.4 days | Met |
| BEX028-101049 | 05 Aug 2026 | Change · excluded | Distribution list change Email · AB · Head Office | P4 | Closed | — | — | n/a |
| BEX028-101048 | 04 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Closed | — | — | n/a |
| BEX028-101047 | 04 Aug 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Resolved | 0.15 hr | 1.2 days | Met |
| BEX028-101046 | 04 Aug 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 0.62 hr | 1.6 days | Met |
| BEX028-101045 | 03 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| BEX028-101044 | 02 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Closed | 10.07 hr | 2.4 days | Missed |
| BEX028-101043 | 02 Aug 2026 | Incident | Retention change Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| BEX028-101042 | 31 Jul 2026 | Service Request | New starter setup User admin · TAG · Branch | P3 | Closed | 0.75 hr | 2.1 days | Met |
| BEX028-101041 | 31 Jul 2026 | Incident | Database timeout Line of business app · SE · Remote | P2 | Resolved | 2.18 hr | 2.0 days | Met |
| BEX028-101040 | 30 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 3.92 hr | 1.5 days | Met |
| BEX028-101039 | 30 Jul 2026 | Service Request · excluded | New printer driver rollout Printing · BK · Head Office | P4 | Closed | — | — | n/a |
| BEX028-101038 | 30 Jul 2026 | Quote · excluded | Slow VPN Network · SE · Site 2 | P3 | In Progress | — | — | n/a |
| BEX028-101037 | 30 Jul 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | 1.97 hr | 0.4 hr | Met |
| BEX028-101036 | 29 Jul 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Closed | 0.58 hr | 17.0 hr | Met |
| BEX028-101035 | 28 Jul 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Resolved | 1.43 hr | 1.8 days | Met |
| BEX028-101034 | 28 Jul 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 1.31 hr | 9.5 hr | Met |
| BEX028-101033 | 27 Jul 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P1 | Closed | 4.92 hr | 16.3 hr | Met |
| BEX028-101032 | 25 Jul 2026 | Incident | Retention change Backup · ML · Head Office | P3 | Closed | 0.21 hr | 1.3 days | Met |
| BEX028-101031 | 25 Jul 2026 | Service Request | Backup capacity review Backup · AB · Branch | P3 | Closed | 1.44 hr | 1.4 days | Met |
| BEX028-101030 | 25 Jul 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P4 | Resolved | 0.47 hr | 15.0 hr | Met |
| BEX028-101029 | 24 Jul 2026 | Quote · excluded | Distribution list change Email · TAG · Head Office | P4 | Open | — | — | n/a |
| BEX028-101028 | 24 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Branch | P3 | Resolved | 4.35 hr | 1.6 days | Met |
| BEX028-101027 | 24 Jul 2026 | Incident | Restore request Backup · TAG · Head Office | P2 | Closed | 2.56 hr | 1.2 days | Met |
| BEX028-101026 | 24 Jul 2026 | Service Request | Leaver process User admin · SE · Head Office | P4 | Resolved | 1.24 hr | 2.4 days | Met |
| BEX028-101025 | 23 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | Resolved | 0.77 hr | 21.8 hr | Met |
| BEX028-101024 | 22 Jul 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P4 | Closed | 3.26 hr | 14.0 hr | Met |
| BEX028-101023 | 22 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P4 | Resolved | 5.77 hr | 2.5 days | Met |
| BEX028-101022 | 21 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 34.37 hr | 15.2 hr | Missed |
| BEX028-101021 | 21 Jul 2026 | Service Request | Report not generating Line of business app · TAG · Remote | P3 | Closed | 0.41 hr | 13.3 hr | Met |
| BEX028-101020 | 20 Jul 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 0.60 hr | 1.7 days | Met |
| BEX028-101019 | 20 Jul 2026 | Incident | Licence renewal Line of business app · ML · Remote | P3 | Resolved | 1.00 hr | 1.3 days | Met |
| BEX028-101018 | 17 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 1.68 hr | 11.9 hr | Met |
| BEX028-101017 | 17 Jul 2026 | Incident · excluded | Report not generating Line of business app · AB · Head Office | P4 | Resolved | — | — | n/a |
| BEX028-101016 | 16 Jul 2026 | Change · excluded | Call quality issue Telephony · SE · Remote | P2 | Resolved | — | — | n/a |
| BEX028-101015 | 15 Jul 2026 | Incident | Toner replacement Printing · AB · Head Office | P4 | Closed | — | — | n/a |
| BEX028-101014 | 14 Jul 2026 | Project · excluded | Leaver process User admin · SE · Site 2 | P4 | In Progress | — | — | n/a |
| BEX028-101013 | 14 Jul 2026 | Service Request | New starter setup User admin · BK · Head Office | P3 | Resolved | 4.99 hr | 2.2 days | Met |
| BEX028-101012 | 14 Jul 2026 | Service Request · excluded | Screen flickering Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| BEX028-101011 | 13 Jul 2026 | Incident | Name change request User admin · TAG · Remote | P2 | Resolved | 0.30 hr | 4.8 hr | Met |
| BEX028-101010 | 13 Jul 2026 | Service Request | Permission change User admin · SE · Head Office | P2 | Closed | 2.13 hr | 1.5 days | Met |
| BEX028-101009 | 10 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P3 | Resolved | 8.99 hr | 23.7 hr | Missed |
| BEX028-101008 | 09 Jul 2026 | Service Request | Name change request User admin · ML · Branch | P3 | Resolved | 5.99 hr | 2.4 days | Met |
| BEX028-101007 | 09 Jul 2026 | Service Request | Toner replacement Printing · TAG · Remote | P3 | Resolved | 1.25 hr | 1.1 days | Met |
| BEX028-101006 | 09 Jul 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Resolved | — | — | n/a |
| BEX028-101005 | 08 Jul 2026 | Service Request | Backup job failed Backup · AB · Head Office | P3 | Resolved | 0.88 hr | 1.4 days | Met |
| BEX028-101004 | 08 Jul 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BEX028-101003 | 07 Jul 2026 | Incident | Handset registration Telephony · SE · Branch | P1 | Resolved | 11.79 hr | 15.5 hr | Missed |
| BEX028-101002 | 06 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Remote | P4 | Resolved | 5.52 hr | 2.0 days | Met |
| BEX028-101001 | 03 Jul 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 1.10 hr | 17.9 hr | Met |
| BEX028-101000 | 02 Jul 2026 | Incident | Call quality issue Telephony · BK · Branch | P1 | Resolved | 39.60 hr | 17.2 hr | Missed |
| BEX028-100999 | 01 Jul 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| BEX028-100998 | 30 Jun 2026 | Incident | Retention change Backup · TAG · Branch | P4 | Resolved | 11.63 hr | 1.7 days | Missed |
| BEX028-100997 | 30 Jun 2026 | Project · excluded | Toner replacement Printing · SE · Head Office | P2 | Resolved | — | — | n/a |
| BEX028-100996 | 29 Jun 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| BEX028-100995 | 26 Jun 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Resolved | 0.55 hr | 17.8 hr | Met |
| BEX028-100994 | 26 Jun 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 1.07 hr | 2.2 days | Met |
| BEX028-100993 | 26 Jun 2026 | Quote · excluded | Call quality issue Telephony · BK · Remote | P4 | Closed | — | — | n/a |
| BEX028-100992 | 25 Jun 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 1.32 hr | 1.4 days | Met |
| BEX028-100991 | 25 Jun 2026 | Incident | Replacement keyboard Hardware · KB · Site 2 | P3 | Closed | 3.21 hr | 1.1 days | Met |
| BEX028-100990 | 25 Jun 2026 | Service Request | Call quality issue Telephony · TAG · Site 2 | P2 | Resolved | 0.35 hr | 1.7 days | Met |
| BEX028-100989 | 24 Jun 2026 | Incident | Retention change Backup · BK · Site 2 | P3 | Closed | 1.48 hr | 2.3 days | Met |
| BEX028-100988 | 23 Jun 2026 | Incident | Slow VPN Network · SE · Remote | P2 | Resolved | 0.41 hr | 1.2 days | Met |
| BEX028-100987 | 23 Jun 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 1.29 hr | 2.1 days | Met |
| BEX028-100986 | 23 Jun 2026 | Service Request | Permission change User admin · KB · Head Office | P3 | Closed | 0.75 hr | 20.3 hr | Met |
| BEX028-100985 | 22 Jun 2026 | Incident | Report not generating Line of business app · SE · Head Office | P2 | Closed | 1.02 hr | 16.5 hr | Met |
| BEX028-100984 | 18 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 0.74 hr | 1.8 days | Met |
| BEX028-100983 | 18 Jun 2026 | Incident | Backup capacity review Backup · ML · Branch | P3 | Closed | 4.22 hr | 23.3 hr | Met |
| BEX028-100982 | 17 Jun 2026 | Incident | Report not generating Line of business app · KB · Remote | P2 | Closed | 1.15 hr | 20.8 hr | Met |
| BEX028-100981 | 17 Jun 2026 | Service Request | Backup job failed Backup · BK · Head Office | P4 | Resolved | 1.26 hr | 2.4 days | Met |
| BEX028-100980 | 16 Jun 2026 | Incident | Mailbox delegation Email · ML · Branch | P3 | Resolved | 0.53 hr | 21.4 hr | Met |
| BEX028-100979 | 15 Jun 2026 | Change · excluded | SharePoint permission request Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| BEX028-100978 | 15 Jun 2026 | Service Request | Mailbox delegation Email · BK · Branch | P2 | Resolved | 0.82 hr | 17.3 hr | Met |
| BEX028-100977 | 15 Jun 2026 | Change | Retention change Backup · SE · Head Office | P2 | Closed | 0.65 hr | 1.9 days | Met |
| BEX028-100976 | 12 Jun 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Closed | 0.47 hr | 2.2 days | Met |
| BEX028-100975 | 12 Jun 2026 | Project · excluded | Toner replacement Printing · TAG · Branch | P3 | Closed | — | — | n/a |
| BEX028-100974 | 11 Jun 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Closed | 131.49 hr | 9.9 hr | Missed |
| BEX028-100973 | 10 Jun 2026 | Service Request | Backup capacity review Backup · AB · Head Office | P4 | Closed | 0.54 hr | 19.6 hr | Met |
| BEX028-100972 | 10 Jun 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P4 | Closed | 1.24 hr | 1.6 days | Met |
| BEX028-100971 | 10 Jun 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P2 | Resolved | — | — | n/a |
| BEX028-100970 | 09 Jun 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| BEX028-100969 | 08 Jun 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 0.86 hr | 2.2 days | Met |
| BEX028-100968 | 08 Jun 2026 | Service Request | New printer driver rollout Printing · BK · Head Office | P3 | Resolved | 5.96 hr | 2.1 hr | Met |
| BEX028-100967 | 05 Jun 2026 | Incident · excluded | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | — | — | n/a |
| BEX028-100966 | 05 Jun 2026 | Service Request | Endpoint alert investigation Security · KB · Remote | P1 | Closed | 0.27 hr | 4.2 hr | Met |
| BEX028-100965 | 04 Jun 2026 | Incident · excluded | Message quarantined Email · ML · Head Office | P1 | Resolved | — | — | n/a |
| BEX028-100964 | 04 Jun 2026 | Incident | Printer offline Printing · ML · Remote | P2 | Closed | 1.00 hr | 1.7 days | Met |
| BEX028-100963 | 03 Jun 2026 | Planned Install · excluded | Switch port fault Network · TAG · Branch | P4 | Resolved | — | — | n/a |
| BEX028-100962 | 03 Jun 2026 | Incident | Handset registration Telephony · KB · Remote | P4 | Closed | 4.23 hr | 1.9 days | Met |
| BEX028-100961 | 03 Jun 2026 | Project · excluded | Voicemail not delivering Telephony · ML · Branch | P3 | Resolved | — | — | n/a |
| BEX028-100960 | 02 Jun 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Closed | 1.32 hr | 1.8 days | Met |
| BEX028-100959 | 01 Jun 2026 | Incident | Laptop will not boot Hardware · KB · Remote | P4 | Resolved | 1.98 hr | 2.1 days | Met |
| BEX028-100958 | 31 May 2026 | Incident | Database timeout Line of business app · ML · Remote | P3 | Closed | 0.65 hr | 1.3 days | Met |
| BEX028-100957 | 31 May 2026 | Quote · excluded | Call quality issue Telephony · SE · Site 2 | P3 | Resolved | — | — | n/a |
| BEX028-100956 | 29 May 2026 | Quote · excluded | MFA reset Security · SE · Head Office | P3 | Closed | — | — | n/a |
| BEX028-100955 | 28 May 2026 | Change | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | 5.73 hr | 1.2 days | Met |
| BEX028-100954 | 27 May 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P4 | Closed | 4.80 hr | 7.1 hr | Met |
| BEX028-100953 | 27 May 2026 | Change | Switch port fault Network · BK · Site 2 | P4 | Closed | 0.53 hr | 2.2 days | Met |
| BEX028-100952 | 26 May 2026 | Incident | MFA reset Security · BK · Branch | P4 | Resolved | 4.88 hr | 1.9 days | Met |
| BEX028-100951 | 26 May 2026 | Incident · excluded | Spoofed email reported Email · KB · Remote | P3 | Resolved | — | — | n/a |
| BEX028-100950 | 25 May 2026 | Incident | Database timeout Line of business app · BK · Site 2 | P4 | Closed | 0.27 hr | 1.4 days | Met |
| BEX028-100949 | 25 May 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| BEX028-100948 | 25 May 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Closed | 1.45 hr | 2.2 hr | Met |
| BEX028-100947 | 22 May 2026 | Service Request | Phishing report triage Security · SE · Remote | P4 | Resolved | 2.85 hr | 23.2 hr | Met |
| BEX028-100946 | 22 May 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 3.11 hr | 1.1 days | Met |
| BEX028-100945 | 22 May 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Closed | 10.84 hr | 2.4 days | Missed |
| BEX028-100944 | 21 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P1 | Resolved | 3.69 hr | 17.1 hr | Met |
| BEX028-100943 | 21 May 2026 | Service Request | Handset registration Telephony · TAG · Branch | P4 | Closed | 0.63 hr | 1.7 days | Met |
| BEX028-100942 | 20 May 2026 | Change | Teams sign-in loop Microsoft 365 · KB · Site 2 | P4 | Closed | 6.37 hr | 2.4 days | Met |
| BEX028-100941 | 20 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Closed | 25.21 hr | 1.1 days | Missed |
| BEX028-100940 | 20 May 2026 | Incident | Distribution list change Email · AB · Head Office | P4 | Resolved | 0.83 hr | 2.4 days | Met |
| BEX028-100939 | 19 May 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Closed | 2.43 hr | 17.9 hr | Met |
| BEX028-100938 | 19 May 2026 | Service Request | Distribution list change Email · BK · Head Office | P4 | Resolved | 76.86 hr | 1.6 days | Missed |
| BEX028-100937 | 19 May 2026 | Quote · excluded | Handset registration Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| BEX028-100936 | 18 May 2026 | Incident | MFA reset Security · AB · Remote | P4 | Resolved | 0.32 hr | 2.1 days | Met |
| BEX028-100935 | 18 May 2026 | Incident | Licence renewal Line of business app · KB · Branch | P3 | Closed | — | — | n/a |
| BEX028-100934 | 15 May 2026 | Incident | Scan to email failing Printing · SE · Head Office | P4 | Closed | 0.39 hr | 20.4 hr | Met |
| BEX028-100933 | 14 May 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P3 | Closed | 0.49 hr | 2.6 hr | Met |
| BEX028-100932 | 14 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P2 | Closed | — | — | n/a |
| BEX028-100931 | 13 May 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Closed | 4.99 hr | 3.4 hr | Met |
| BEX028-100930 | 13 May 2026 | Service Request | Spoofed email reported Email · KB · Site 2 | P2 | Resolved | 5.62 hr | 2.2 days | Met |
| BEX028-100929 | 13 May 2026 | Incident | Database timeout Line of business app · KB · Head Office | P4 | Resolved | 0.29 hr | 1.0 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.