SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 105 records in this selection sit outside that — quotes, projects and planned installs, plus 50 calls billed time and materials. They stay visible for volume context.
Service performance
181 eligible records in this yearAverage first response
4.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
85.6%
25 call(s) over the 8-hour target
First-time fix
76.2%
Where the source records the field
Volume
Contract calls
181
286 calls logged in the period
Off contract
50
£13,122.75 chargeable
Open / closed
12 / 274
Across the selected period
Data-quality gaps
7
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
181
records
- Printing26
- Security24
- Telephony24
- User admin20
- Line of business app19
- Microsoft 36517
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 181 | 4.60 hr | 85.6% | 25 | 105 |
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 | 30 | 5.67 hr | 76% | 7 |
| Stacey Thomas | 22 | 2.49 hr | 95% | 1 |
| Damian Armstrong | 20 | 4.75 hr | 90% | 2 |
| (Not recorded) | 18 | 2.93 hr | 94% | 1 |
| Barry Ebbs | 17 | 3.24 hr | 94% | 1 |
| Anne-Marie Cable | 14 | 3.09 hr | 86% | 2 |
| Daniel Blacker | 13 | 5.91 hr | 92% | 1 |
| Kelly Gregory | 12 | 4.15 hr | 75% | 3 |
| Phil Jenkins | 10 | 3.88 hr | 80% | 2 |
| Aiden Higgins | 10 | 3.10 hr | 89% | 1 |
| Chloe Dempsey | 9 | 11.70 hr | 89% | 1 |
| Rachael Parkin | 5 | 10.51 hr | 40% | 3 |
25 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 84.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308396 | Chloe Dempsey | Dell Latitude E7470 | 2026-08-03 10:23 | 92.19 hr | +84.2 | SE | Message quarantined |
| 308309 | Daniel Blacker | Samsung Galaxy A54 | 2026-05-18 11:24 | 47.10 hr | +39.1 | KB | Mailbox delegation |
| 308178 | Karen Taylor | Apple MacBook Air M2 | 2026-02-04 11:53 | 32.85 hr | +24.9 | SE | Teams sign-in loop |
| 308165 | Karen Taylor | Samsung Galaxy A54 | 2026-01-21 11:45 | 32.21 hr | +24.2 | SE | Name change request |
| 308204 | Damian Armstrong | HP ProDesk 400 G7 | 2026-02-24 15:23 | 29.35 hr | +21.4 | ML | Database timeout |
| 308168 | Rachael Parkin | Dell OptiPlex 7010 | 2026-01-27 15:49 | 23.82 hr | +15.8 | ML | OneDrive sync conflict |
| 308260 | Damian Armstrong | Dell OptiPlex 7010 | 2026-04-06 16:06 | 21.54 hr | +13.5 | KB | Wi-Fi dropouts in warehouse |
| 308185 | Karen Taylor | Samsung Galaxy A54 | 2026-02-10 15:34 | 20.69 hr | +12.7 | BK | Scan to email failing |
| 308152 | Stacey Thomas | Dell OptiPlex 7010 | 2026-01-09 08:35 | 13.36 hr | +5.4 | BK | SharePoint permission request |
| 308407 | Barry Ebbs | Apple MacBook Pro 14 | 2026-08-12 17:50 | 11.80 hr | +3.8 | AB | Printer offline |
| 308369 | Rachael Parkin | Dell Latitude 7420 | 2026-07-08 17:27 | 11.61 hr | +3.6 | SE | Printer offline |
| 308277 | Karen Taylor | HP EliteBook 840 G9 | 2026-04-16 09:40 | 11.41 hr | +3.4 | ML | Name change request |
| 308363 | (Not recorded) | HP EliteBook 840 G9 | 2026-07-03 14:49 | 11.32 hr | +3.3 | TAG | Report not generating |
| 308406 | Kelly Gregory | Cisco CBS350-24P | 2026-08-12 08:23 | 11.16 hr | +3.2 | TAG | Suspicious sign-in review |
| 308192 | Rachael Parkin | Apple MacBook Pro 14 | 2026-02-16 16:24 | 10.96 hr | +3.0 | SE | Suspicious sign-in review |
| 308240 | Phil Jenkins | HP EliteBook 840 G9 | 2026-03-23 17:27 | 10.86 hr | +2.9 | ML | SharePoint permission request |
| 308158 | Kelly Gregory | Dell Latitude E7470 | 2026-01-13 16:27 | 10.41 hr | +2.4 | KB | Licence renewal |
| 308341 | Karen Taylor | Samsung Galaxy A54 | 2026-06-18 13:59 | 10.30 hr | +2.3 | TAG | Voicemail not delivering |
| 308400 | Kelly Gregory | HP EliteBook 840 G9 | 2026-08-06 09:43 | 10.25 hr | +2.3 | KB | MFA reset |
| 308355 | Karen Taylor | HP ProDesk 400 G7 | 2026-06-27 13:15 | 10.01 hr | +2.0 | BK | Application crash on launch |
| 308144 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-01-05 10:15 | 9.75 hr | +1.8 | ML | MFA reset |
| 308163 | Phil Jenkins | HP EliteBook 840 G9 | 2026-01-20 12:17 | 9.49 hr | +1.5 | ML | New starter setup |
| 308267 | Karen Taylor | Dell Latitude E7470 | 2026-04-10 10:49 | 9.42 hr | +1.4 | AB | Retention change |
| 308409 | Aiden Higgins | IGEL UD3 | 2026-08-13 14:48 | 9.39 hr | +1.4 | AB | Licence renewal |
| 308370 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-07-08 16:39 | 8.74 hr | +0.7 | KB | Replacement keyboard |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 6 | 27 Jan 2026 – 12 Aug 2026 |
| Karen Taylor | Telephony | 6 | 19 Feb 2026 – 22 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 6 | 06 Mar 2026 – 20 Jul 2026 |
| (Not recorded) | User administration | 5 | 01 Jan 2026 – 12 May 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 05 Jan 2026 – 25 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 5 | 12 Jan 2026 – 17 Aug 2026 |
| Stacey Thomas | Printing | 5 | 11 Feb 2026 – 21 Jul 2026 |
| Karen Taylor | Line of business app | 5 | 25 Feb 2026 – 22 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 7010 | Monitoring / server / security | 7 | 27 Jan 2026 – 20 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 7 | 25 Feb 2026 – 25 Aug 2026 |
| HP EliteBook 840 G9 | User administration | 5 | 20 Jan 2026 – 28 Jul 2026 |
| Dell Latitude E7470 | Line of business app | 4 | 13 Jan 2026 – 09 Jun 2026 |
| Dell OptiPlex 3050 | Printing | 4 | 20 Jan 2026 – 22 Aug 2026 |
| Dell Latitude 5440 | User administration | 4 | 29 Jan 2026 – 12 May 2026 |
| Dell Latitude 5440 | Telephony | 4 | 05 Feb 2026 – 20 Aug 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 4 | 20 Feb 2026 – 21 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
286 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BEX352-100874 | 25 Aug 2026 | Change | Slow VPN Network · BK · Branch | P4 | Resolved | 3.51 hr | 2.0 days | Met |
| BEX352-100873 | 25 Aug 2026 | Service Request · excluded | Handset registration Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| BEX352-100872 | 24 Aug 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | In Progress | — | — | n/a |
| BEX352-100871 | 22 Aug 2026 | Change | Toner replacement Printing · BK · Head Office | P4 | Resolved | 1.36 hr | 10.0 hr | Met |
| BEX352-100870 | 22 Aug 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | 0.66 hr | 2.3 days | Met |
| BEX352-100869 | 22 Aug 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P1 | Closed | 0.98 hr | 16.3 hr | Met |
| BEX352-100868 | 21 Aug 2026 | Quote · excluded | Screen flickering Hardware · SE · Remote | P2 | In Progress | — | — | n/a |
| BEX352-100867 | 20 Aug 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P2 | Resolved | 1.15 hr | 14.1 hr | Met |
| BEX352-100866 | 20 Aug 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P4 | Closed | — | — | n/a |
| BEX352-100865 | 20 Aug 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100864 | 19 Aug 2026 | Quote · excluded | Backup job failed Backup · AB · Head Office | P3 | Open | — | — | n/a |
| BEX352-100863 | 19 Aug 2026 | Quote · excluded | Handset registration Telephony · TAG · Head Office | P4 | In Progress | — | — | n/a |
| BEX352-100862 | 18 Aug 2026 | Quote · excluded | Switch port fault Network · ML · Remote | P3 | In Progress | — | — | n/a |
| BEX352-100861 | 18 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Resolved | — | — | n/a |
| BEX352-100860 | 17 Aug 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Open | — | — | n/a |
| BEX352-100859 | 17 Aug 2026 | Incident | Message quarantined Email · TAG · Branch | P4 | Closed | 0.65 hr | 10.2 hr | Met |
| BEX352-100858 | 14 Aug 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Resolved | 3.13 hr | 1.2 days | Met |
| BEX352-100857 | 14 Aug 2026 | Project · excluded | Retention change Backup · TAG · Remote | P3 | Open | — | — | n/a |
| BEX352-100856 | 13 Aug 2026 | Incident | Licence renewal Line of business app · AB · Site 2 | P3 | Closed | 9.39 hr | 1.1 hr | Missed |
| BEX352-100855 | 13 Aug 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100854 | 12 Aug 2026 | Change | Printer offline Printing · AB · Branch | P3 | Resolved | 11.80 hr | 1.6 days | Missed |
| BEX352-100853 | 12 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Remote | P2 | Closed | 11.16 hr | 1.5 days | Missed |
| BEX352-100852 | 12 Aug 2026 | Incident | Backup capacity review Backup · KB · Head Office | P2 | Resolved | 0.83 hr | 22.8 hr | Met |
| BEX352-100851 | 11 Aug 2026 | Incident | Printer offline Printing · BK · Branch | P3 | Closed | 1.38 hr | 1.2 hr | Met |
| BEX352-100850 | 07 Aug 2026 | Incident | Leaver process User admin · SE · Remote | P4 | Closed | 1.03 hr | 1.1 days | Met |
| BEX352-100849 | 06 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P2 | In Progress | — | — | n/a |
| BEX352-100848 | 06 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 5.15 hr | 2.1 days | Met |
| BEX352-100847 | 06 Aug 2026 | Incident | MFA reset Security · KB · Branch | P3 | Closed | 10.25 hr | 2.1 days | Missed |
| BEX352-100846 | 05 Aug 2026 | Quote · excluded | MFA reset Security · SE · Head Office | P3 | In Progress | — | — | n/a |
| BEX352-100845 | 05 Aug 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Closed | 0.12 hr | 9.0 hr | Met |
| BEX352-100844 | 04 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Branch | P4 | Closed | 1.24 hr | 1.6 days | Met |
| BEX352-100843 | 03 Aug 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Resolved | 92.19 hr | 1.1 days | Missed |
| BEX352-100842 | 03 Aug 2026 | Incident | Spoofed email reported Email · BK · Head Office | P1 | Closed | 4.59 hr | 9.8 hr | Met |
| BEX352-100841 | 31 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 5.05 hr | 1.3 days | Met |
| BEX352-100840 | 31 Jul 2026 | Quote · excluded | MFA reset Security · ML · Branch | P4 | Open | — | — | n/a |
| BEX352-100839 | 30 Jul 2026 | Incident · excluded | Spoofed email reported Email · BK · Head Office | P2 | Resolved | — | — | n/a |
| BEX352-100838 | 30 Jul 2026 | Incident · excluded | Suspicious sign-in review Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| BEX352-100837 | 30 Jul 2026 | Quote · excluded | Phishing report triage Security · AB · Remote | P3 | Open | — | — | n/a |
| BEX352-100836 | 29 Jul 2026 | Quote · excluded | Slow VPN Network · SE · Remote | P3 | Closed | — | — | n/a |
| BEX352-100835 | 28 Jul 2026 | Service Request · excluded | Leaver process User admin · SE · Head Office | P4 | Resolved | — | — | n/a |
| BEX352-100834 | 28 Jul 2026 | Incident | New starter setup User admin · TAG · Branch | P3 | Resolved | 0.23 hr | 9.5 hr | Met |
| BEX352-100833 | 24 Jul 2026 | Change | Phishing report triage Security · ML · Branch | P2 | Closed | 5.76 hr | 1.7 days | Met |
| BEX352-100832 | 24 Jul 2026 | Incident · excluded | Permission change User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BEX352-100831 | 23 Jul 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P2 | Closed | 5.49 hr | 1.6 days | Met |
| BEX352-100830 | 22 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| BEX352-100829 | 21 Jul 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 0.53 hr | 1.5 days | Met |
| BEX352-100828 | 21 Jul 2026 | Change | Printer offline Printing · AB · Head Office | P3 | Closed | 0.44 hr | 11.7 hr | Met |
| BEX352-100827 | 20 Jul 2026 | Service Request · excluded | Screen flickering Hardware · AB · Site 2 | P4 | Closed | — | — | n/a |
| BEX352-100826 | 20 Jul 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P2 | Resolved | 1.39 hr | 7.1 hr | Met |
| BEX352-100825 | 17 Jul 2026 | Incident | Handset registration Telephony · SE · Remote | P4 | Resolved | — | — | n/a |
| BEX352-100824 | 16 Jul 2026 | Change | Switch port fault Network · BK · Branch | P2 | Closed | 0.95 hr | 1.4 days | Met |
| BEX352-100823 | 15 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Branch | P2 | Resolved | — | — | n/a |
| BEX352-100822 | 14 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Remote | P3 | Closed | 3.26 hr | 1.6 days | Met |
| BEX352-100821 | 14 Jul 2026 | Project · excluded | Backup job failed Backup · BK · Remote | P2 | Open | — | — | n/a |
| BEX352-100820 | 13 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 0.74 hr | 1.2 days | Met |
| BEX352-100819 | 09 Jul 2026 | Change | MFA reset Security · ML · Head Office | P4 | Closed | 0.39 hr | 1.1 days | Met |
| BEX352-100818 | 09 Jul 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Closed | 0.55 hr | 13.0 hr | Met |
| BEX352-100817 | 08 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Remote | P4 | Closed | 8.74 hr | 23.0 hr | Missed |
| BEX352-100816 | 08 Jul 2026 | Incident | Printer offline Printing · SE · Remote | P4 | Closed | 11.61 hr | 9.8 hr | Missed |
| BEX352-100815 | 08 Jul 2026 | Incident · excluded | Call quality issue Telephony · KB · Head Office | P4 | Resolved | — | — | n/a |
| BEX352-100814 | 06 Jul 2026 | Service Request | Mailbox delegation Email · AB · Site 2 | P4 | Closed | 1.91 hr | 2.2 hr | Met |
| BEX352-100813 | 04 Jul 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 2.86 hr | 1.2 days | Met |
| BEX352-100812 | 04 Jul 2026 | Project · excluded | Report not generating Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100811 | 03 Jul 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P4 | Resolved | — | — | n/a |
| BEX352-100810 | 03 Jul 2026 | Incident | Report not generating Line of business app · TAG · Site 2 | P2 | Resolved | 11.32 hr | 4.4 hr | Missed |
| BEX352-100809 | 02 Jul 2026 | Service Request | Distribution list change Email · KB · Remote | P3 | Closed | 1.23 hr | 1.1 days | Met |
| BEX352-100808 | 01 Jul 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Closed | 1.74 hr | 22.1 hr | Met |
| BEX352-100807 | 01 Jul 2026 | Change · excluded | Switch port fault Network · BK · Remote | P4 | Closed | — | — | n/a |
| BEX352-100806 | 01 Jul 2026 | Incident | Handset registration Telephony · SE · Site 2 | P3 | Closed | 0.42 hr | 1.2 days | Met |
| BEX352-100805 | 30 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Branch | P4 | Resolved | — | — | n/a |
| BEX352-100804 | 29 Jun 2026 | Incident · excluded | Retention change Backup · SE · Branch | P3 | Closed | — | — | n/a |
| BEX352-100803 | 27 Jun 2026 | Quote · excluded | MFA reset Security · TAG · Remote | P4 | Resolved | — | — | n/a |
| BEX352-100802 | 27 Jun 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | 10.01 hr | 1.7 days | Missed |
| BEX352-100801 | 27 Jun 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Closed | 0.85 hr | 2.1 days | Met |
| BEX352-100800 | 26 Jun 2026 | Incident | Retention change Backup · BK · Branch | P3 | Resolved | 0.11 hr | 8.1 hr | Met |
| BEX352-100799 | 26 Jun 2026 | Service Request · excluded | Screen flickering Hardware · BK · Branch | P3 | Resolved | — | — | n/a |
| BEX352-100798 | 26 Jun 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Closed | 1.06 hr | 1.7 days | Met |
| BEX352-100797 | 25 Jun 2026 | Incident | Toner replacement Printing · AB · Remote | P2 | Resolved | 0.69 hr | 22.0 hr | Met |
| BEX352-100796 | 25 Jun 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P2 | Resolved | 5.93 hr | 10.9 hr | Met |
| BEX352-100795 | 24 Jun 2026 | Service Request | Database timeout Line of business app · KB · Remote | P2 | Closed | — | — | n/a |
| BEX352-100794 | 23 Jun 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| BEX352-100793 | 23 Jun 2026 | Incident | Retention change Backup · BK · Head Office | P2 | Closed | 0.36 hr | 18.3 hr | Met |
| BEX352-100792 | 23 Jun 2026 | Quote · excluded | Retention change Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BEX352-100791 | 22 Jun 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Closed | — | — | n/a |
| BEX352-100790 | 22 Jun 2026 | Incident | Message quarantined Email · TAG · Branch | P3 | Closed | 0.38 hr | 1.1 days | Met |
| BEX352-100789 | 19 Jun 2026 | Quote · excluded | Toner replacement Printing · BK · Head Office | P4 | Resolved | — | — | n/a |
| BEX352-100788 | 18 Jun 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Resolved | 10.30 hr | 2.0 days | Missed |
| BEX352-100787 | 18 Jun 2026 | Incident · excluded | MFA reset Security · SE · Head Office | P2 | Closed | — | — | n/a |
| BEX352-100786 | 17 Jun 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 4.30 hr | 1.6 days | Met |
| BEX352-100785 | 16 Jun 2026 | Incident | Call quality issue Telephony · ML · Remote | P2 | Resolved | 0.69 hr | 8.2 hr | Met |
| BEX352-100784 | 16 Jun 2026 | Incident | New printer driver rollout Printing · KB · Remote | P3 | Closed | 3.48 hr | 2.2 days | Met |
| BEX352-100783 | 15 Jun 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Closed | — | — | n/a |
| BEX352-100782 | 15 Jun 2026 | Incident · excluded | Slow VPN Network · BK · Head Office | P4 | Resolved | — | — | n/a |
| BEX352-100781 | 15 Jun 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P2 | Resolved | 1.22 hr | 1.3 days | Met |
| BEX352-100780 | 12 Jun 2026 | Change | Teams sign-in loop Microsoft 365 · KB · Branch | P2 | Closed | 2.60 hr | 11.0 hr | Met |
| BEX352-100779 | 12 Jun 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| BEX352-100778 | 12 Jun 2026 | Incident | Backup job failed Backup · AB · Remote | P2 | Closed | 5.05 hr | 23.3 hr | Met |
| BEX352-100777 | 11 Jun 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P2 | Closed | — | — | n/a |
| BEX352-100776 | 10 Jun 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P4 | Resolved | 3.45 hr | 13.5 hr | Met |
| BEX352-100775 | 09 Jun 2026 | Planned Install · excluded | New extension setup Telephony · ML · Head Office | P4 | Resolved | — | — | n/a |
| BEX352-100774 | 09 Jun 2026 | Change | Application crash on launch Line of business app · KB · Head Office | P2 | Closed | 0.40 hr | 2.1 days | Met |
| BEX352-100773 | 08 Jun 2026 | Incident · excluded | Permission change User admin · BK · Branch | P2 | Closed | — | — | n/a |
| BEX352-100772 | 04 Jun 2026 | Change · excluded | Call quality issue Telephony · KB · Branch | P4 | Closed | — | — | n/a |
| BEX352-100771 | 04 Jun 2026 | Change | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | 1.47 hr | 12.7 hr | Met |
| BEX352-100770 | 04 Jun 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P4 | Resolved | 0.76 hr | 1.3 days | Met |
| BEX352-100769 | 03 Jun 2026 | Project · excluded | Message quarantined Email · ML · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100768 | 02 Jun 2026 | Incident · excluded | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BEX352-100767 | 01 Jun 2026 | Incident · excluded | Message quarantined Email · ML · Branch | P4 | Resolved | — | — | n/a |
| BEX352-100766 | 29 May 2026 | Service Request | Endpoint alert investigation Security · BK · Remote | P2 | Resolved | 1.44 hr | 8.4 hr | Met |
| BEX352-100765 | 29 May 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100764 | 28 May 2026 | Incident | Retention change Backup · TAG · Head Office | P2 | Resolved | 1.23 hr | 1.1 days | Met |
| BEX352-100763 | 27 May 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 1.50 hr | 2.2 days | Met |
| BEX352-100762 | 26 May 2026 | Incident · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100761 | 25 May 2026 | Incident · excluded | New printer driver rollout Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100760 | 25 May 2026 | Service Request | New extension setup Telephony · TAG · Branch | P4 | Resolved | 1.34 hr | 1.4 days | Met |
| BEX352-100759 | 21 May 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Closed | 1.14 hr | 16.5 hr | Met |
| BEX352-100758 | 20 May 2026 | Change | Screen flickering Hardware · TAG · Head Office | P2 | Closed | 1.21 hr | 1.2 days | Met |
| BEX352-100757 | 19 May 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · KB · Remote | P4 | Closed | — | — | n/a |
| BEX352-100756 | 18 May 2026 | Incident | Mailbox delegation Email · KB · Remote | P3 | Resolved | 47.10 hr | 1.4 days | Missed |
| BEX352-100755 | 15 May 2026 | Project · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100754 | 15 May 2026 | Change | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | 1.25 hr | 5.1 hr | Met |
| BEX352-100753 | 14 May 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 1.25 hr | 1.8 days | Met |
| BEX352-100752 | 13 May 2026 | Project · excluded | Toner replacement Printing · AB · Head Office | P4 | Resolved | — | — | n/a |
| BEX352-100751 | 12 May 2026 | Incident · excluded | Name change request User admin · SE · Head Office | P3 | Resolved | — | — | n/a |
| BEX352-100750 | 12 May 2026 | Change | Leaver process User admin · AB · Head Office | P3 | Resolved | 7.58 hr | 1.4 hr | Met |
| BEX352-100749 | 11 May 2026 | Incident · excluded | Application crash on launch Line of business app · SE · Head Office | P2 | Closed | — | — | n/a |
| BEX352-100748 | 11 May 2026 | Service Request · excluded | Spoofed email reported Email · SE · Remote | P4 | Resolved | — | — | n/a |
| BEX352-100747 | 08 May 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 4.44 hr | 2.2 days | Met |
| BEX352-100746 | 07 May 2026 | Service Request | Toner replacement Printing · KB · Head Office | P3 | Closed | 2.00 hr | 1.6 hr | Met |
| BEX352-100745 | 05 May 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 0.27 hr | 1.8 days | Met |
| BEX352-100744 | 04 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.97 hr | 2.4 days | Met |
| BEX352-100743 | 04 May 2026 | Quote · excluded | Slow VPN Network · BK · Remote | P2 | Closed | — | — | n/a |
| BEX352-100742 | 01 May 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Closed | 1.14 hr | 1.2 days | Met |
| BEX352-100741 | 01 May 2026 | Service Request | Printer offline Printing · AB · Head Office | P4 | Closed | 0.37 hr | 10.1 hr | Met |
| BEX352-100740 | 30 Apr 2026 | Service Request | Retention change Backup · SE · Head Office | P3 | Closed | 0.37 hr | 9.2 hr | Met |
| BEX352-100739 | 29 Apr 2026 | Service Request | Toner replacement Printing · TAG · Branch | P3 | Closed | 0.42 hr | 1.0 days | Met |
| BEX352-100738 | 29 Apr 2026 | Incident | Screen flickering Hardware · ML · Head Office | P2 | Resolved | 1.01 hr | 12.4 hr | Met |
| BEX352-100737 | 28 Apr 2026 | Incident | Screen flickering Hardware · SE · Site 2 | P3 | Resolved | 6.81 hr | 1.7 days | Met |
| BEX352-100736 | 28 Apr 2026 | Quote · excluded | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100735 | 27 Apr 2026 | Incident | Name change request User admin · AB · Head Office | P3 | Closed | 3.93 hr | 1.4 days | Met |
| BEX352-100734 | 26 Apr 2026 | Incident | Report not generating Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| BEX352-100733 | 24 Apr 2026 | Service Request | Toner replacement Printing · BK · Remote | P3 | Resolved | 0.81 hr | 1.4 days | Met |
| BEX352-100732 | 23 Apr 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100731 | 23 Apr 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 1.91 hr | 15.1 hr | Met |
| BEX352-100730 | 22 Apr 2026 | Planned Install · excluded | Backup capacity review Backup · ML · Branch | P2 | Resolved | — | — | n/a |
| BEX352-100729 | 22 Apr 2026 | Change | New extension setup Telephony · BK · Site 2 | P3 | Resolved | 0.35 hr | 1.5 days | Met |
| BEX352-100728 | 21 Apr 2026 | Service Request · excluded | Backup job failed Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| BEX352-100727 | 20 Apr 2026 | Quote · excluded | Name change request User admin · AB · Remote | P3 | Closed | — | — | n/a |
| BEX352-100726 | 20 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Branch | P2 | Closed | 0.28 hr | 1.2 days | Met |
| BEX352-100725 | 17 Apr 2026 | Planned Install · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | — | — | 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.