SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 16 records in this selection sit outside that — quotes, projects and planned installs, plus 3 calls billed time and materials. They stay visible for volume context.
Service performance
55 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.4%
5 call(s) over the 8-hour target
First-time fix
67.3%
Where the source records the field
Volume
Contract calls
55
71 calls logged in the period
Off contract
3
£2,789.25 chargeable
Open / closed
3 / 68
Across the selected period
Data-quality gaps
3
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
55
records
- Network9
- Email9
- Line of business app7
- Security7
- User admin5
- Printing5
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 55 | 5.75 hr | 90.4% | 5 | 16 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| (Not recorded) | 7 | 13.00 hr | 86% | 1 |
| Karen Taylor | 7 | 7.62 hr | 86% | 1 |
| Kelly Gregory | 7 | 2.16 hr | 100% | 0 |
| Barry Ebbs | 6 | 2.80 hr | 100% | 0 |
| Anne-Marie Cable | 4 | 1.61 hr | 100% | 0 |
| Chloe Dempsey | 4 | 8.56 hr | 75% | 1 |
| Rachael Parkin | 4 | 0.65 hr | 100% | 0 |
| Phil Jenkins | 4 | 3.15 hr | 100% | 0 |
| Daniel Blacker | 4 | 3.19 hr | 75% | 1 |
| Damian Armstrong | 3 | 22.77 hr | 50% | 1 |
| Stacey Thomas | 2 | 1.63 hr | 100% | 0 |
| Julie Herbert | 2 | 1.62 hr | 100% | 0 |
5 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 72.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303649 | (Not recorded) | HPE Aruba 2530 | 2026-07-19 16:15 | 80.36 hr | +72.4 | BK | MFA reset |
| 303644 | Damian Armstrong | Samsung Galaxy S23 | 2026-07-09 16:53 | 42.09 hr | +34.1 | TAG | Slow VPN |
| 303605 | Karen Taylor | Lenovo ThinkPad T14 | 2026-03-02 08:17 | 41.51 hr | +33.5 | TAG | Wi-Fi dropouts in warehouse |
| 303599 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-02-16 12:01 | 31.74 hr | +23.7 | KB | Switch port fault |
| 303618 | Daniel Blacker | Ruckus R550 | 2026-04-16 08:38 | 9.26 hr | +1.3 | SE | Retention change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Email / Microsoft 365 | 4 | 24 Mar 2026 – 13 Aug 2026 |
| Damian Armstrong | Monitoring / server / security | 3 | 28 Apr 2026 – 09 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 17 Mar 2026 – 03 Jun 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 3 | 26 Mar 2026 – 24 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
71 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BEX548-100263 | 20 Aug 2026 | Service Request | Slow VPN Network · AB · Remote | P1 | Resolved | 0.29 hr | 17.0 hr | Met |
| BEX548-100262 | 19 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Remote | P3 | Closed | 1.04 hr | 2.0 days | Met |
| BEX548-100261 | 13 Aug 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Resolved | 3.05 hr | 1.3 days | Met |
| BEX548-100260 | 12 Aug 2026 | Planned Install · excluded | Licence renewal Line of business app · SE · Site 2 | P2 | Resolved | — | — | n/a |
| BEX548-100259 | 11 Aug 2026 | Quote · excluded | Printer offline Printing · BK · Head Office | P4 | Open | — | — | n/a |
| BEX548-100258 | 03 Aug 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 1.43 hr | 1.3 days | Met |
| BEX548-100257 | 29 Jul 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | In Progress | — | — | n/a |
| BEX548-100256 | 28 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P4 | Closed | 0.59 hr | 0.8 hr | Met |
| BEX548-100255 | 19 Jul 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Resolved | 80.36 hr | 17.9 hr | Missed |
| BEX548-100254 | 17 Jul 2026 | Service Request | Scan to email failing Printing · ML · Remote | P2 | Closed | 5.44 hr | 1.0 days | Met |
| BEX548-100253 | 15 Jul 2026 | Quote · excluded | Site offline Network · BK · Remote | P3 | In Progress | — | — | n/a |
| BEX548-100252 | 13 Jul 2026 | Incident | Site offline Network · AB · Branch | P3 | Closed | 3.88 hr | 3.3 hr | Met |
| BEX548-100251 | 10 Jul 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P2 | Resolved | 0.70 hr | 2.2 days | Met |
| BEX548-100250 | 09 Jul 2026 | Incident | Slow VPN Network · TAG · Remote | P4 | Closed | 42.09 hr | 1.6 days | Missed |
| BEX548-100249 | 07 Jul 2026 | Planned Install · excluded | Suspicious sign-in review Security · ML · Head Office | P4 | Resolved | — | — | n/a |
| BEX548-100248 | 06 Jul 2026 | Incident | Message quarantined Email · TAG · Site 2 | P1 | Closed | 4.68 hr | 13.9 hr | Met |
| BEX548-100247 | 02 Jul 2026 | Planned Install · excluded | Backup job failed Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| BEX548-100246 | 30 Jun 2026 | Incident | Message quarantined Email · ML · Remote | P3 | Closed | 2.13 hr | 1.1 days | Met |
| BEX548-100245 | 26 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| BEX548-100244 | 24 Jun 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Closed | 1.67 hr | 2.0 days | Met |
| BEX548-100243 | 19 Jun 2026 | Service Request | Database timeout Line of business app · KB · Remote | P4 | Resolved | 1.25 hr | 1.6 days | Met |
| BEX548-100242 | 15 Jun 2026 | Incident | Leaver process User admin · ML · Branch | P3 | Resolved | 4.67 hr | 1.8 days | Met |
| BEX548-100241 | 11 Jun 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| BEX548-100240 | 06 Jun 2026 | Service Request | Printer offline Printing · KB · Head Office | P3 | Resolved | 0.26 hr | 1.4 hr | Met |
| BEX548-100239 | 03 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P1 | Closed | 1.36 hr | 13.1 hr | Met |
| BEX548-100238 | 02 Jun 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Closed | 0.96 hr | 20.4 hr | Met |
| BEX548-100237 | 21 May 2026 | Incident | Phishing report triage Security · KB · Head Office | P2 | Closed | 0.39 hr | 17.1 hr | Met |
| BEX548-100236 | 20 May 2026 | Incident | Retention change Backup · KB · Head Office | P3 | Closed | 0.87 hr | 1.1 days | Met |
| BEX548-100235 | 18 May 2026 | Service Request | Application crash on launch Line of business app · AB · Site 2 | P4 | Closed | 5.08 hr | 2.4 days | Met |
| BEX548-100234 | 15 May 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P3 | Closed | 0.30 hr | 1.4 days | Met |
| BEX548-100233 | 12 May 2026 | Incident | Phishing report triage Security · KB · Branch | P4 | Closed | 4.60 hr | 1.8 days | Met |
| BEX548-100232 | 11 May 2026 | Incident | Switch port fault Network · TAG · Site 2 | P3 | Closed | — | — | n/a |
| BEX548-100231 | 07 May 2026 | Incident | New starter setup User admin · AB · Head Office | P3 | Closed | 5.11 hr | 13.3 hr | Met |
| BEX548-100230 | 01 May 2026 | Quote · excluded | Mailbox delegation Email · BK · Head Office | P2 | Closed | — | — | n/a |
| BEX548-100229 | 29 Apr 2026 | Service Request · excluded | New printer driver rollout Printing · BK · Branch | P2 | Resolved | — | — | n/a |
| BEX548-100228 | 28 Apr 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P3 | Resolved | 3.45 hr | 10.7 hr | Met |
| BEX548-100227 | 27 Apr 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 0.78 hr | 1.2 days | Met |
| BEX548-100226 | 22 Apr 2026 | Quote · excluded | Site offline Network · TAG · Branch | P3 | Closed | — | — | n/a |
| BEX548-100225 | 17 Apr 2026 | Quote · excluded | New extension setup Telephony · ML · Branch | P2 | Closed | — | — | n/a |
| BEX548-100224 | 16 Apr 2026 | Service Request | Retention change Backup · SE · Remote | P3 | Closed | 9.26 hr | 2.2 days | Missed |
| BEX548-100223 | 15 Apr 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 0.54 hr | 1.1 hr | Met |
| BEX548-100222 | 09 Apr 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P3 | Closed | 0.88 hr | 1.4 days | Met |
| BEX548-100221 | 07 Apr 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | 0.98 hr | 3.6 hr | Met |
| BEX548-100220 | 06 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Branch | P2 | Closed | 4.04 hr | 1.6 days | Met |
| BEX548-100219 | 31 Mar 2026 | Incident | Phishing report triage Security · KB · Remote | P3 | Closed | 1.24 hr | 2.3 days | Met |
| BEX548-100218 | 30 Mar 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P2 | Closed | — | — | n/a |
| BEX548-100217 | 26 Mar 2026 | Service Request | Mailbox delegation Email · AB · Remote | P3 | Closed | — | — | n/a |
| BEX548-100216 | 24 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 0.66 hr | 3.3 hr | Met |
| BEX548-100215 | 17 Mar 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Closed | 2.94 hr | 1.5 days | Met |
| BEX548-100214 | 16 Mar 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P4 | Closed | — | — | n/a |
| BEX548-100213 | 12 Mar 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 0.11 hr | 5.4 hr | Met |
| BEX548-100212 | 11 Mar 2026 | Service Request · excluded | Switch port fault Network · BK · Branch | P3 | Closed | — | — | n/a |
| BEX548-100211 | 02 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Resolved | 41.51 hr | 9.6 hr | Missed |
| BEX548-100210 | 27 Feb 2026 | Service Request | MFA reset Security · SE · Head Office | P2 | Closed | 0.49 hr | 2.1 days | Met |
| BEX548-100209 | 24 Feb 2026 | Incident | Site offline Network · SE · Remote | P3 | Closed | 1.22 hr | 1.7 days | Met |
| BEX548-100208 | 23 Feb 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P4 | Resolved | 0.78 hr | 1.2 days | Met |
| BEX548-100207 | 20 Feb 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Resolved | 1.25 hr | 1.7 days | Met |
| BEX548-100206 | 19 Feb 2026 | Incident | Laptop will not boot Hardware · BK · Remote | P1 | Closed | — | — | n/a |
| BEX548-100205 | 16 Feb 2026 | Service Request | Switch port fault Network · KB · Branch | P2 | Closed | 31.74 hr | 14.2 hr | Missed |
| BEX548-100204 | 11 Feb 2026 | Service Request | New extension setup Telephony · TAG · Remote | P2 | Resolved | 3.96 hr | 22.0 hr | Met |
| BEX548-100203 | 10 Feb 2026 | Incident | New starter setup User admin · ML · Head Office | P4 | Resolved | 2.26 hr | 1.3 days | Met |
| BEX548-100202 | 09 Feb 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P4 | Resolved | 1.14 hr | 1.7 days | Met |
| BEX548-100201 | 03 Feb 2026 | Service Request | Name change request User admin · AB · Branch | P4 | Closed | 7.65 hr | 19.0 hr | Met |
| BEX548-100200 | 30 Jan 2026 | Incident | Distribution list change Email · ML · Remote | P3 | Closed | 1.13 hr | 2.3 days | Met |
| BEX548-100199 | 22 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Branch | P1 | Closed | 0.39 hr | 10.1 hr | Met |
| BEX548-100198 | 21 Jan 2026 | Incident | Message quarantined Email · ML · Head Office | P1 | Resolved | 0.36 hr | 0.5 hr | Met |
| BEX548-100197 | 15 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Site 2 | P3 | Closed | 0.86 hr | 1.5 days | Met |
| BEX548-100196 | 08 Jan 2026 | Incident · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| BEX548-100195 | 06 Jan 2026 | Service Request | Retention change Backup · ML · Head Office | P4 | Closed | 5.26 hr | 1.7 days | Met |
| BEX548-100194 | 03 Jan 2026 | Service Request | Report not generating Line of business app · KB · Site 2 | P2 | Closed | 1.18 hr | 1.6 days | Met |
| BEX548-100193 | 01 Jan 2026 | Change | Name change request User admin · AB · Site 2 | P3 | Closed | 0.50 hr | 1.5 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.