SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 253 records in this selection sit outside that — quotes, projects and planned installs, plus 116 calls billed time and materials. They stay visible for volume context.
Service performance
653 eligible records in this yearAverage first response
4.9 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
87.5%
79 call(s) over the 8-hour target
First-time fix
73.0%
Where the source records the field
Volume
Contract calls
653
906 calls logged in the period
Off contract
116
£34,003.5 chargeable
Open / closed
28 / 878
Across the selected period
Data-quality gaps
23
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
653
records
- Microsoft 36580
- Hardware76
- Network73
- Printing71
- Line of business app70
- Security62
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 653 | 4.86 hr | 87.5% | 79 | 253 |
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 | 95 | 4.23 hr | 89% | 10 |
| Anne-Marie Cable | 82 | 6.14 hr | 84% | 13 |
| Kelly Gregory | 68 | 4.20 hr | 86% | 9 |
| Stacey Thomas | 61 | 3.62 hr | 87% | 8 |
| (Not recorded) | 50 | 3.57 hr | 88% | 6 |
| Barry Ebbs | 45 | 2.54 hr | 93% | 3 |
| Daniel Blacker | 42 | 3.48 hr | 87% | 5 |
| Chloe Dempsey | 39 | 6.86 hr | 92% | 3 |
| Aiden Higgins | 37 | 3.77 hr | 89% | 4 |
| Damian Armstrong | 36 | 2.77 hr | 91% | 3 |
| Julie Herbert | 34 | 3.70 hr | 88% | 4 |
| Phil Jenkins | 32 | 11.17 hr | 84% | 5 |
79 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 144.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302960 | Rachael Parkin | HP EliteBook 840 G9 | 2026-05-18 15:03 | 151.98 hr | +144.0 | AB | Docking station not detected |
| 303145 | Phil Jenkins | Dell Latitude 7420 | 2026-07-04 09:25 | 148.45 hr | +140.4 | TAG | Distribution list change |
| 302608 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-02-10 10:34 | 134.71 hr | +126.7 | KB | Report not generating |
| 303025 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-06-05 12:10 | 121.93 hr | +113.9 | SE | Site offline |
| 303162 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-07-09 09:55 | 79.13 hr | +71.1 | SE | Laptop will not boot |
| 302832 | Phil Jenkins | Samsung Galaxy A54 | 2026-04-08 08:22 | 56.81 hr | +48.8 | TAG | Screen flickering |
| 302847 | Rachael Parkin | Ubiquiti U6-Pro | 2026-04-13 11:05 | 46.49 hr | +38.5 | SE | Laptop will not boot |
| 302809 | Chloe Dempsey | Dell Latitude E7470 | 2026-04-01 08:25 | 45.55 hr | +37.5 | AB | Screen flickering |
| 302912 | Karen Taylor | Kyocera ECOSYS M5526 | 2026-04-30 15:34 | 45.31 hr | +37.3 | ML | Site offline |
| 302619 | Stacey Thomas | Dell Latitude E7470 | 2026-02-12 08:30 | 42.88 hr | +34.9 | SE | New starter setup |
| 302545 | Kelly Gregory | HP ProBook 450 G6 | 2026-01-27 12:44 | 40.52 hr | +32.5 | SE | Scan to email failing |
| 303107 | Phil Jenkins | Dell OptiPlex 7010 | 2026-06-26 15:00 | 40.38 hr | +32.4 | BK | Call quality issue |
| 303325 | Karen Taylor | HP EliteBook 840 G9 | 2026-08-18 09:03 | 40.25 hr | +32.3 | KB | Docking station not detected |
| 302706 | Rachael Parkin | Samsung Galaxy A54 | 2026-03-05 10:14 | 40.05 hr | +32.0 | KB | Suspicious sign-in review |
| 303050 | Kelly Gregory | Apple MacBook Pro 14 | 2026-06-12 16:13 | 39.25 hr | +31.3 | TAG | Handset registration |
| 303257 | Karen Taylor | HP EliteBook 840 G9 | 2026-08-04 13:41 | 35.77 hr | +27.8 | ML | MFA reset |
| 302533 | (Not recorded) | Dell Latitude 5440 | 2026-01-21 16:42 | 30.53 hr | +22.5 | ML | MFA reset |
| 303275 | Anne-Marie Cable | Ubiquiti UAP-AC-PRO | 2026-08-10 17:08 | 29.95 hr | +21.9 | SE | Teams sign-in loop |
| 302780 | Phil Jenkins | Apple MacBook Pro 14 | 2026-03-25 08:32 | 29.80 hr | +21.8 | KB | Licence renewal |
| 302644 | Karen Taylor | Dell OptiPlex 7010 | 2026-02-19 08:43 | 29.32 hr | +21.3 | AB | Screen flickering |
| 303209 | Daniel Blacker | Samsung Galaxy A54 | 2026-07-21 08:47 | 28.55 hr | +20.6 | AB | Name change request |
| 303091 | (Not recorded) | HP ProDesk 400 G7 | 2026-06-23 14:48 | 28.38 hr | +20.4 | AB | Printer offline |
| 302852 | Stacey Thomas | Apple MacBook Pro 14 | 2026-04-14 13:13 | 27.88 hr | +19.9 | SE | Site offline |
| 302665 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-02-25 08:14 | 27.79 hr | +19.8 | AB | Switch port fault |
| 303221 | Aiden Higgins | HP ProDesk 400 G7 | 2026-07-24 17:05 | 27.26 hr | +19.3 | BK | Switch port fault |
| 303175 | Chloe Dempsey | Apple iPhone 12 | 2026-07-13 11:37 | 26.82 hr | +18.8 | SE | Teams sign-in loop |
| 303115 | Julie Herbert | Kyocera ECOSYS M5526 | 2026-06-30 10:34 | 25.28 hr | +17.3 | AB | Docking station not detected |
| 302676 | Aiden Higgins | HP ProBook 450 G6 | 2026-02-27 12:51 | 24.66 hr | +16.7 | TAG | Suspicious sign-in review |
| 303076 | Anne-Marie Cable | Kyocera ECOSYS M5526 | 2026-06-18 10:10 | 24.20 hr | +16.2 | AB | Slow VPN |
| 302570 | Phil Jenkins | HP ProBook 450 G6 | 2026-02-03 15:49 | 22.63 hr | +14.6 | SE | Switch port fault |
| 302885 | Julie Herbert | Lenovo ThinkPad T14 | 2026-04-22 11:19 | 22.40 hr | +14.4 | ML | Retention change |
| 302862 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-04-16 08:38 | 21.16 hr | +13.2 | SE | Phishing report triage |
| 303205 | Karen Taylor | Dell Latitude 7420 | 2026-07-21 13:18 | 20.57 hr | +12.6 | KB | Wi-Fi dropouts in warehouse |
| 302967 | Kelly Gregory | Apple iPhone 14 | 2026-05-19 09:12 | 19.49 hr | +11.5 | BK | Teams sign-in loop |
| 303326 | Karen Taylor | HP EliteBook 840 G9 | 2026-08-18 17:19 | 18.67 hr | +10.7 | AB | Name change request |
| 303047 | Julie Herbert | Apple MacBook Pro 14 | 2026-06-11 08:25 | 18.04 hr | +10.0 | ML | Licence renewal |
| 302495 | Aiden Higgins | Apple MacBook Pro 14 | 2026-01-13 17:38 | 17.94 hr | +9.9 | TAG | Distribution list change |
| 302645 | Karen Taylor | Apple MacBook Pro 14 | 2026-02-20 12:15 | 16.93 hr | +8.9 | KB | Docking station not detected |
| 302722 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-03-11 14:59 | 14.68 hr | +6.7 | TAG | Backup job failed |
| 303169 | Karen Taylor | Apple MacBook Pro 14 | 2026-07-10 15:57 | 14.11 hr | +6.1 | TAG | Report not generating |
| 303234 | Daniel Blacker | HP EliteBook 840 G9 | 2026-07-29 11:31 | 13.47 hr | +5.5 | ML | New starter setup |
| 303273 | Damian Armstrong | HP EliteBook 840 G9 | 2026-08-10 10:05 | 13.06 hr | +5.1 | SE | Switch port fault |
| 303065 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-06-16 13:00 | 12.39 hr | +4.4 | ML | Licence renewal |
| 302452 | Kelly Gregory | Dell Latitude E7470 | 2026-01-01 10:11 | 11.95 hr | +4.0 | SE | Screen flickering |
| 302627 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-02-17 16:16 | 11.86 hr | +3.9 | KB | Spoofed email reported |
| 302561 | Karen Taylor | Dell OptiPlex 7010 | 2026-01-30 15:37 | 11.74 hr | +3.7 | SE | Slow VPN |
| 303039 | Rachael Parkin | Dell OptiPlex 3050 | 2026-06-10 12:29 | 11.71 hr | +3.7 | AB | Suspicious sign-in review |
| 303152 | Stacey Thomas | HP EliteBook 840 G9 | 2026-07-07 13:30 | 11.57 hr | +3.6 | BK | Call quality issue |
| 303328 | Anne-Marie Cable | Dell Latitude E7470 | 2026-08-19 14:13 | 11.52 hr | +3.5 | BK | Backup capacity review |
| 302698 | (Not recorded) | Dell Latitude E7470 | 2026-03-05 10:47 | 11.49 hr | +3.5 | KB | OneDrive sync conflict |
| 303080 | Kelly Gregory | Apple iPhone 12 | 2026-06-18 16:30 | 11.48 hr | +3.5 | TAG | Permission change |
| 302456 | Damian Armstrong | Lenovo ThinkCentre M70q | 2026-01-02 15:46 | 11.40 hr | +3.4 | BK | Outlook not syncing |
| 302636 | Julie Herbert | HP ProBook 450 G6 | 2026-02-18 09:31 | 11.38 hr | +3.4 | AB | Report not generating |
| 302881 | Barry Ebbs | Dell Latitude E7470 | 2026-04-22 09:24 | 11.33 hr | +3.3 | SE | Replacement keyboard |
| 302979 | Kelly Gregory | Aruba AP-515 | 2026-05-21 10:51 | 11.32 hr | +3.3 | BK | Permission change |
| 302659 | Barry Ebbs | Dell OptiPlex 7010 | 2026-02-24 10:10 | 11.18 hr | +3.2 | BK | Screen flickering |
| 302937 | Daniel Blacker | Dell OptiPlex 3050 | 2026-05-11 10:30 | 11.14 hr | +3.1 | AB | Outlook not syncing |
| 303010 | Kelly Gregory | HP ProBook 450 G6 | 2026-06-01 15:46 | 11.08 hr | +3.1 | TAG | New extension setup |
| 303013 | Kelly Gregory | Dell Latitude 7420 | 2026-06-02 09:17 | 10.97 hr | +3.0 | AB | Docking station not detected |
| 302774 | Stacey Thomas | Apple MacBook Air M2 | 2026-03-24 16:30 | 10.95 hr | +3.0 | TAG | Printer offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 23 | 02 Jan 2026 – 24 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 21 | 12 Jan 2026 – 24 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 20 | 01 Jan 2026 – 20 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 18 | 08 Jan 2026 – 08 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 17 | 27 Jan 2026 – 17 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 14 | 12 Jan 2026 – 05 Aug 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 13 | 02 Jan 2026 – 15 Aug 2026 |
| Daniel Blacker | Email / Microsoft 365 | 12 | 17 Feb 2026 – 15 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 15 | 20 Jan 2026 – 17 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 12 | 01 Jan 2026 – 17 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 12 | 19 Jan 2026 – 24 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 11 | 08 Jan 2026 – 20 Aug 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 11 | 16 Jan 2026 – 24 Jul 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 11 | 02 Feb 2026 – 15 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 10 | 06 Jan 2026 – 17 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 10 | 08 Feb 2026 – 24 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
906 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BRA066-102822 | 25 Aug 2026 | Change | Phishing report triage Security · AB · Head Office | P4 | Closed | 1.28 hr | 5.6 hr | Met |
| BRA066-102821 | 25 Aug 2026 | Planned Install · excluded | Restore request Backup · ML · Site 2 | P4 | Closed | — | — | n/a |
| BRA066-102820 | 25 Aug 2026 | Service Request | Screen flickering Hardware · AB · Site 2 | P4 | Resolved | 0.24 hr | 2.2 days | Met |
| BRA066-102819 | 25 Aug 2026 | Incident | New printer driver rollout Printing · BK · Branch | P4 | Resolved | 0.54 hr | 1.9 days | Met |
| BRA066-102818 | 25 Aug 2026 | Project · excluded | MFA reset Security · AB · Remote | P3 | In Progress | — | — | n/a |
| BRA066-102817 | 24 Aug 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | Closed | 1.00 hr | 2.0 days | Met |
| BRA066-102816 | 24 Aug 2026 | Incident | Phishing report triage Security · ML · Site 2 | P3 | Resolved | 4.84 hr | 1.7 days | Met |
| BRA066-102815 | 24 Aug 2026 | Change | Toner replacement Printing · BK · Branch | P4 | Open | — | — | n/a |
| BRA066-102814 | 24 Aug 2026 | Incident · excluded | Suspicious sign-in review Security · BK · Head Office | P2 | Closed | — | — | n/a |
| BRA066-102813 | 24 Aug 2026 | Incident | Site offline Network · BK · Head Office | P4 | Resolved | 0.33 hr | 1.7 days | Met |
| BRA066-102812 | 24 Aug 2026 | Incident | Leaver process User admin · KB · Head Office | P2 | Open | — | — | n/a |
| BRA066-102811 | 24 Aug 2026 | Service Request | Backup capacity review Backup · AB · Remote | P3 | Closed | 0.16 hr | 2.2 days | Met |
| BRA066-102810 | 24 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | In Progress | — | — | n/a |
| BRA066-102809 | 24 Aug 2026 | Service Request | Spoofed email reported Email · TAG · Branch | P3 | Open | — | — | n/a |
| BRA066-102808 | 21 Aug 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P2 | Resolved | 0.77 hr | 2.4 days | Met |
| BRA066-102807 | 21 Aug 2026 | Project · excluded | Call quality issue Telephony · KB · Remote | P3 | In Progress | — | — | n/a |
| BRA066-102806 | 21 Aug 2026 | Incident · excluded | Backup job failed Backup · ML · Branch | P4 | Open | — | — | n/a |
| BRA066-102805 | 20 Aug 2026 | Change · excluded | Endpoint alert investigation Security · AB · Site 2 | P3 | Resolved | — | — | n/a |
| BRA066-102804 | 20 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P2 | Open | — | — | n/a |
| BRA066-102803 | 20 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Branch | P2 | Resolved | 1.24 hr | 1.4 days | Met |
| BRA066-102802 | 20 Aug 2026 | Incident | Voicemail not delivering Telephony · AB · Branch | P2 | Closed | — | — | n/a |
| BRA066-102801 | 20 Aug 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P2 | Resolved | 0.13 hr | 2.5 days | Met |
| BRA066-102800 | 20 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 1.42 hr | 14.9 hr | Met |
| BRA066-102799 | 20 Aug 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | 0.40 hr | 9.8 hr | Met |
| BRA066-102798 | 19 Aug 2026 | Service Request · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| BRA066-102797 | 19 Aug 2026 | Incident | Backup capacity review Backup · BK · Branch | P2 | Resolved | 11.52 hr | 2.1 days | Missed |
| BRA066-102796 | 18 Aug 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Closed | 0.42 hr | 1.4 days | Met |
| BRA066-102795 | 18 Aug 2026 | Incident | Name change request User admin · AB · Branch | P3 | Closed | 18.67 hr | 21.7 hr | Missed |
| BRA066-102794 | 18 Aug 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 40.25 hr | 2.4 days | Missed |
| BRA066-102793 | 18 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Remote | P4 | Closed | 1.04 hr | 5.8 hr | Met |
| BRA066-102792 | 18 Aug 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P4 | Resolved | 0.29 hr | 1.1 days | Met |
| BRA066-102791 | 17 Aug 2026 | Incident | Switch port fault Network · ML · Head Office | P4 | Resolved | 2.79 hr | 2.0 days | Met |
| BRA066-102790 | 17 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Remote | P2 | Closed | 0.56 hr | 1.0 days | Met |
| BRA066-102789 | 17 Aug 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Resolved | 3.23 hr | 1.8 days | Met |
| BRA066-102788 | 17 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Site 2 | P4 | Closed | 0.52 hr | 19.4 hr | Met |
| BRA066-102787 | 17 Aug 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Closed | 0.89 hr | 1.9 days | Met |
| BRA066-102786 | 17 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Branch | P3 | Open | — | — | n/a |
| BRA066-102785 | 17 Aug 2026 | Project · excluded | Restore request Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| BRA066-102784 | 17 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 4.32 hr | 1.8 days | Met |
| BRA066-102783 | 15 Aug 2026 | Quote · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| BRA066-102782 | 15 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Closed | 0.65 hr | 2.5 days | Met |
| BRA066-102781 | 15 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Resolved | 0.88 hr | 23.8 hr | Met |
| BRA066-102780 | 15 Aug 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Closed | 5.05 hr | 2.1 hr | Met |
| BRA066-102779 | 15 Aug 2026 | Incident | Screen flickering Hardware · SE · Head Office | P3 | Closed | 1.20 hr | 2.2 days | Met |
| BRA066-102778 | 15 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P2 | Closed | 0.41 hr | 1.8 days | Met |
| BRA066-102777 | 15 Aug 2026 | Service Request | Message quarantined Email · ML · Head Office | P3 | Closed | 1.02 hr | 2.1 days | Met |
| BRA066-102776 | 15 Aug 2026 | Quote · excluded | Site offline Network · TAG · Branch | P4 | In Progress | — | — | n/a |
| BRA066-102775 | 14 Aug 2026 | Planned Install · excluded | Phishing report triage Security · TAG · Site 2 | P3 | In Progress | — | — | n/a |
| BRA066-102774 | 14 Aug 2026 | Incident · excluded | Leaver process User admin · SE · Site 2 | P4 | Resolved | — | — | n/a |
| BRA066-102773 | 14 Aug 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Resolved | 3.14 hr | 2.1 days | Met |
| BRA066-102772 | 13 Aug 2026 | Incident · excluded | Endpoint alert investigation Security · AB · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102771 | 13 Aug 2026 | Change | New starter setup User admin · SE · Branch | P3 | Resolved | 2.47 hr | 4.4 hr | Met |
| BRA066-102770 | 13 Aug 2026 | Quote · excluded | Restore request Backup · ML · Remote | P3 | In Progress | — | — | n/a |
| BRA066-102769 | 13 Aug 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Resolved | 1.04 hr | 1.3 days | Met |
| BRA066-102768 | 13 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102767 | 13 Aug 2026 | Quote · excluded | Spoofed email reported Email · TAG · Head Office | P3 | In Progress | — | — | n/a |
| BRA066-102766 | 13 Aug 2026 | Service Request | Name change request User admin · AB · Head Office | P1 | Closed | 0.67 hr | 0.4 hr | Met |
| BRA066-102765 | 13 Aug 2026 | Incident · excluded | Switch port fault Network · TAG · Remote | P2 | Resolved | — | — | n/a |
| BRA066-102764 | 13 Aug 2026 | Change · excluded | Permission change User admin · SE · Remote | P3 | Closed | — | — | n/a |
| BRA066-102763 | 12 Aug 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Resolved | 4.86 hr | 5.0 hr | Met |
| BRA066-102762 | 12 Aug 2026 | Service Request | Printer offline Printing · ML · Head Office | P3 | Resolved | 5.40 hr | 16.8 hr | Met |
| BRA066-102761 | 12 Aug 2026 | Incident | New starter setup User admin · AB · Branch | P4 | Closed | 1.09 hr | 1.8 days | Met |
| BRA066-102760 | 12 Aug 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P2 | Closed | 1.70 hr | 10.4 hr | Met |
| BRA066-102759 | 12 Aug 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Closed | 3.83 hr | 1.9 days | Met |
| BRA066-102758 | 12 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Open | — | — | n/a |
| BRA066-102757 | 11 Aug 2026 | Incident | Slow VPN Network · BK · Branch | P3 | Closed | 0.28 hr | 4.0 hr | Met |
| BRA066-102756 | 11 Aug 2026 | Service Request · excluded | Backup job failed Backup · AB · Site 2 | P3 | Closed | — | — | n/a |
| BRA066-102755 | 11 Aug 2026 | Incident | Phishing report triage Security · KB · Branch | P3 | Resolved | 1.31 hr | 2.8 hr | Met |
| BRA066-102754 | 11 Aug 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P2 | Resolved | 4.55 hr | 1.8 days | Met |
| BRA066-102753 | 11 Aug 2026 | Planned Install · excluded | MFA reset Security · SE · Head Office | P4 | Open | — | — | n/a |
| BRA066-102752 | 11 Aug 2026 | Incident | Mailbox delegation Email · TAG · Branch | P2 | Closed | 9.45 hr | 8.8 hr | Missed |
| BRA066-102751 | 11 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P2 | Closed | 9.93 hr | 2.1 days | Missed |
| BRA066-102750 | 11 Aug 2026 | Quote · excluded | Report not generating Line of business app · AB · Head Office | P3 | In Progress | — | — | n/a |
| BRA066-102749 | 10 Aug 2026 | Service Request · excluded | Replacement keyboard Hardware · TAG · Head Office | P4 | Resolved | — | — | n/a |
| BRA066-102748 | 10 Aug 2026 | Service Request | Slow VPN Network · ML · Head Office | P4 | Resolved | 2.67 hr | 1.8 days | Met |
| BRA066-102747 | 10 Aug 2026 | Change | Leaver process User admin · TAG · Branch | P3 | Resolved | 0.35 hr | 11.4 hr | Met |
| BRA066-102746 | 10 Aug 2026 | Incident | Leaver process User admin · TAG · Remote | P3 | Resolved | 1.00 hr | 2.0 days | Met |
| BRA066-102745 | 10 Aug 2026 | Quote · excluded | Distribution list change Email · ML · Head Office | P3 | Open | — | — | n/a |
| BRA066-102744 | 10 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P1 | Closed | 29.95 hr | 17.5 hr | Missed |
| BRA066-102743 | 10 Aug 2026 | Incident | Screen flickering Hardware · BK · Site 2 | P4 | Closed | 4.15 hr | 12.7 hr | Met |
| BRA066-102742 | 10 Aug 2026 | Incident | Switch port fault Network · SE · Remote | P3 | Closed | 13.06 hr | 10.3 hr | Missed |
| BRA066-102741 | 07 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P4 | Closed | 0.60 hr | 2.1 days | Met |
| BRA066-102740 | 07 Aug 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102739 | 07 Aug 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 3.65 hr | 2.0 days | Met |
| BRA066-102738 | 07 Aug 2026 | Incident | Name change request User admin · TAG · Head Office | P3 | Closed | 0.68 hr | 1.1 days | Met |
| BRA066-102737 | 07 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| BRA066-102736 | 07 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Resolved | — | — | n/a |
| BRA066-102735 | 07 Aug 2026 | Project · excluded | Distribution list change Email · AB · Branch | P4 | Open | — | — | n/a |
| BRA066-102734 | 06 Aug 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Closed | 0.17 hr | 2.4 days | Met |
| BRA066-102733 | 06 Aug 2026 | Quote · excluded | Backup capacity review Backup · BK · Head Office | P4 | Open | — | — | n/a |
| BRA066-102732 | 05 Aug 2026 | Incident · excluded | Spoofed email reported Email · SE · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102731 | 05 Aug 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Closed | 0.45 hr | 2.7 hr | Met |
| BRA066-102730 | 05 Aug 2026 | Incident | Site offline Network · SE · Remote | P3 | Closed | 0.49 hr | 10.7 hr | Met |
| BRA066-102729 | 05 Aug 2026 | Incident | Call quality issue Telephony · BK · Head Office | P4 | Closed | 0.31 hr | 2.0 days | Met |
| BRA066-102728 | 05 Aug 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | 10.76 hr | 1.5 hr | Missed |
| BRA066-102727 | 04 Aug 2026 | Quote · excluded | Site offline Network · AB · Site 2 | P3 | Open | — | — | n/a |
| BRA066-102726 | 04 Aug 2026 | Service Request | MFA reset Security · ML · Head Office | P3 | Closed | 35.77 hr | 2.1 days | Missed |
| BRA066-102725 | 04 Aug 2026 | Quote · excluded | Restore request Backup · KB · Head Office | P2 | Open | — | — | n/a |
| BRA066-102724 | 04 Aug 2026 | Service Request | Handset registration Telephony · AB · Head Office | P2 | Resolved | 1.05 hr | 22.5 hr | Met |
| BRA066-102723 | 04 Aug 2026 | Incident | Screen flickering Hardware · TAG · Remote | P3 | Resolved | 1.24 hr | 1.1 days | Met |
| BRA066-102722 | 04 Aug 2026 | Incident | Backup capacity review Backup · TAG · Branch | P3 | Resolved | 0.60 hr | 20.8 hr | Met |
| BRA066-102721 | 04 Aug 2026 | Incident | Restore request Backup · AB · Head Office | P3 | Closed | 0.38 hr | 12.8 hr | Met |
| BRA066-102720 | 03 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 1.39 hr | 2.4 hr | Met |
| BRA066-102719 | 03 Aug 2026 | Service Request | Retention change Backup · AB · Head Office | P2 | Resolved | 3.89 hr | 1.4 days | Met |
| BRA066-102718 | 03 Aug 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 0.22 hr | 2.0 days | Met |
| BRA066-102717 | 03 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Head Office | P2 | Resolved | 3.48 hr | 8.2 hr | Met |
| BRA066-102716 | 03 Aug 2026 | Service Request | Handset registration Telephony · SE · Branch | P3 | Closed | — | — | n/a |
| BRA066-102715 | 03 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 1.20 hr | 1.1 days | Met |
| BRA066-102714 | 03 Aug 2026 | Incident | Backup job failed Backup · TAG · Head Office | P2 | Closed | 0.26 hr | 2.2 days | Met |
| BRA066-102713 | 31 Jul 2026 | Service Request | Application crash on launch Line of business app · ML · Remote | P3 | Resolved | 0.16 hr | 1.3 days | Met |
| BRA066-102712 | 31 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 3.39 hr | 2.4 days | Met |
| BRA066-102711 | 31 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | 1.57 hr | 2.0 days | Met |
| BRA066-102710 | 31 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Site 2 | P3 | Closed | 2.77 hr | 4.3 hr | Met |
| BRA066-102709 | 31 Jul 2026 | Service Request | Site offline Network · KB · Head Office | P3 | Resolved | 1.40 hr | 20.9 hr | Met |
| BRA066-102708 | 31 Jul 2026 | Service Request | Licence renewal Line of business app · KB · Remote | P3 | Closed | 3.85 hr | 23.4 hr | Met |
| BRA066-102707 | 30 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 10.37 hr | 1.2 days | Missed |
| BRA066-102706 | 29 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Remote | P3 | Resolved | 1.07 hr | 1.5 hr | Met |
| BRA066-102705 | 29 Jul 2026 | Change · excluded | Printer offline Printing · TAG · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102704 | 29 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Site 2 | P3 | Resolved | 0.46 hr | 1.4 days | Met |
| BRA066-102703 | 29 Jul 2026 | Service Request | New starter setup User admin · ML · Branch | P2 | Closed | 13.47 hr | 9.4 hr | Missed |
| BRA066-102702 | 29 Jul 2026 | Service Request | Printer offline Printing · AB · Branch | P2 | Closed | 0.95 hr | 1.4 days | Met |
| BRA066-102701 | 28 Jul 2026 | Incident | Handset registration Telephony · SE · Branch | P2 | Closed | 0.47 hr | 2.3 days | Met |
| BRA066-102700 | 28 Jul 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 0.25 hr | 19.4 hr | Met |
| BRA066-102699 | 28 Jul 2026 | Service Request · excluded | Switch port fault Network · BK · Remote | P4 | Closed | — | — | n/a |
| BRA066-102698 | 28 Jul 2026 | Project · excluded | Spoofed email reported Email · KB · Head Office | P3 | Open | — | — | n/a |
| BRA066-102697 | 27 Jul 2026 | Incident | Scan to email failing Printing · ML · Branch | P2 | Closed | 2.62 hr | 1.7 days | Met |
| BRA066-102696 | 27 Jul 2026 | Incident | Restore request Backup · BK · Head Office | P2 | Closed | 0.85 hr | 2.0 days | Met |
| BRA066-102695 | 27 Jul 2026 | Service Request · excluded | Screen flickering Hardware · TAG · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102694 | 27 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Site 2 | P3 | Closed | 3.82 hr | 1.9 days | Met |
| BRA066-102693 | 24 Jul 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 1.13 hr | 2.5 days | Met |
| BRA066-102692 | 24 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P2 | Closed | 1.34 hr | 1.3 days | Met |
| BRA066-102691 | 24 Jul 2026 | Service Request | Printer offline Printing · KB · Branch | P4 | Closed | 2.06 hr | 1.1 days | Met |
| BRA066-102690 | 24 Jul 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Resolved | 27.26 hr | 2.4 days | Missed |
| BRA066-102689 | 24 Jul 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P3 | Closed | 0.78 hr | 8.8 hr | Met |
| BRA066-102688 | 24 Jul 2026 | Incident | Distribution list change Email · KB · Head Office | P4 | Closed | 4.58 hr | 1.8 days | Met |
| BRA066-102687 | 23 Jul 2026 | Change | Suspicious sign-in review Security · AB · Head Office | P4 | Closed | 1.10 hr | 22.6 hr | Met |
| BRA066-102686 | 23 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Remote | P4 | Closed | 8.65 hr | 5.0 hr | Missed |
| BRA066-102685 | 23 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102684 | 23 Jul 2026 | Service Request | Toner replacement Printing · SE · Remote | P1 | Resolved | 1.45 hr | 9.9 hr | Met |
| BRA066-102683 | 22 Jul 2026 | Quote · excluded | MFA reset Security · TAG · Branch | P3 | In Progress | — | — | n/a |
| BRA066-102682 | 22 Jul 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · AB · Branch | P3 | Resolved | — | — | n/a |
| BRA066-102681 | 22 Jul 2026 | Quote · excluded | Licence renewal Line of business app · BK · Head Office | P2 | Closed | — | — | n/a |
| BRA066-102680 | 22 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Head Office | P4 | Closed | — | — | n/a |
| BRA066-102679 | 21 Jul 2026 | Incident · excluded | Spoofed email reported Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| BRA066-102678 | 21 Jul 2026 | Incident | Name change request User admin · AB · Remote | P3 | Closed | 28.55 hr | 1.2 hr | Missed |
| BRA066-102677 | 21 Jul 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P3 | In Progress | — | — | n/a |
| BRA066-102676 | 21 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Resolved | — | — | n/a |
| BRA066-102675 | 21 Jul 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Resolved | 0.78 hr | 16.3 hr | Met |
| BRA066-102674 | 21 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Closed | 20.57 hr | 18.4 hr | Missed |
| BRA066-102673 | 20 Jul 2026 | Change | Message quarantined Email · SE · Head Office | P3 | Closed | 1.27 hr | 1.7 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.