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Bramhope Pharmacy Associates

BRA479ActiveProject only

bramhopepharmacy.co.uk · Healthcare · Account manager Dan Okafor

Microsoft 365Healthy27 hr agoSupport & assets (SQL)Partial4 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 10 records in this selection sit outside that — quotes, projects and planned installs, plus 5 calls billed time and materials. They stay visible for volume context.

Service performance

19 eligible records in this year
Average first response
3.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
84.2%
3 call(s) over the 8-hour target
First-time fix
63.2%
Where the source records the field

Volume

Contract calls
19
29 calls logged in the period
Off contract
5
£1,153.5 chargeable
Open / closed
0 / 29
Across the selected period
Data-quality gaps
0
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

19
records
  • Backup4
  • Line of business app4
  • Network3
  • Microsoft 3652
  • Hardware2
  • Telephony2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026193.55 hr84.2%310

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Stacey Thomas41.08 hr100%0
Karen Taylor45.10 hr50%2
Julie Herbert34.23 hr100%0
Chloe Dempsey22.02 hr100%0
Damian Armstrong20.88 hr100%0
(Not recorded)21.11 hr100%0
Aiden Higgins121.44 hr0%1
Kelly Gregory10.68 hr100%0

3 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 13.4 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
300439Aiden HigginsBrother MFC-L86902026-04-20 15:4721.44 hr+13.4BKBackup job failed
300436Karen TaylorDell OptiPlex 30502026-03-19 17:3610.16 hr+2.2TAGNew extension setup
300449Karen TaylorDell PowerEdge R6402026-06-29 11:168.34 hr+0.3MLLicence renewal

Recurring issues by call logger

Repeat patterns worth fixing at source

No repeat pattern in this period.

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

29 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
BRA479-10009517 Aug 2026Incident · excludedPrinter offline
Printing · ML · Head Office
P4Resolved——n/a
BRA479-10009405 Aug 2026Service RequestName change request
User admin · AB · Head Office
P3Resolved0.68 hr22.4 hrMet
BRA479-10009323 Jul 2026Project · excludedLeaver process
User admin · SE · Remote
P2Resolved——n/a
BRA479-10009220 Jul 2026Change · excludedVoicemail not delivering
Telephony · TAG · Branch
P3Closed——n/a
BRA479-10009103 Jul 2026IncidentSite offline
Network · TAG · Head Office
P2Resolved0.51 hr2.3 daysMet
BRA479-10009002 Jul 2026Service Request · excludedSuspicious sign-in review
Security · TAG · Head Office
P3Closed——n/a
BRA479-10008901 Jul 2026Incident · excludedReplacement keyboard
Hardware · AB · Branch
P3Resolved——n/a
BRA479-10008829 Jun 2026IncidentLicence renewal
Line of business app · ML · Remote
P3Resolved8.34 hr2.2 daysMissed
BRA479-10008708 Jun 2026Quote · excludedHandset registration
Telephony · ML · Head Office
P4Resolved——n/a
BRA479-10008629 May 2026Service RequestRestore request
Backup · AB · Head Office
P2Closed1.14 hr2.3 daysMet
BRA479-10008520 May 2026Service RequestHandset registration
Telephony · SE · Remote
P2Resolved7.98 hr1.6 daysMet
BRA479-10008419 May 2026IncidentScan to email failing
Printing · KB · Site 2
P3Closed0.06 hr13.1 hrMet
BRA479-10008307 May 2026IncidentDocking station not detected
Hardware · KB · Head Office
P4Resolved0.97 hr18.3 hrMet
BRA479-10008205 May 2026IncidentReport not generating
Line of business app · KB · Remote
P4Closed0.92 hr8.6 hrMet
BRA479-10008125 Apr 2026ChangeOneDrive sync conflict
Microsoft 365 · KB · Branch
P2Closed4.20 hr5.6 hrMet
BRA479-10008024 Apr 2026IncidentRestore request
Backup · KB · Head Office
P3Closed1.09 hr1.0 daysMet
BRA479-10007923 Apr 2026Quote · excludedVoicemail not delivering
Telephony · SE · Branch
P3Resolved——n/a
BRA479-10007820 Apr 2026IncidentBackup job failed
Backup · BK · Head Office
P4Resolved21.44 hr12.8 hrMissed
BRA479-10007718 Apr 2026Project · excludedMailbox delegation
Email · SE · Head Office
P2Closed——n/a
BRA479-10007603 Apr 2026IncidentApplication crash on launch
Line of business app · KB · Remote
P2Resolved0.89 hr10.4 hrMet
BRA479-10007519 Mar 2026Service RequestNew extension setup
Telephony · TAG · Head Office
P3Resolved10.16 hr2.2 daysMissed
BRA479-10007417 Mar 2026IncidentSwitch port fault
Network · AB · Branch
P3Resolved1.11 hr22.7 hrMet
BRA479-10007304 Mar 2026Incident · excludedNew extension setup
Telephony · ML · Branch
P3Resolved——n/a
BRA479-10007225 Feb 2026Planned Install · excludedToner replacement
Printing · SE · Site 2
P2Resolved——n/a
BRA479-10007113 Feb 2026Service RequestSlow VPN
Network · BK · Branch
P3Resolved0.80 hr5.5 hrMet
BRA479-10007003 Feb 2026IncidentReport not generating
Line of business app · KB · Head Office
P3Closed0.86 hr22.9 hrMet
BRA479-10006913 Jan 2026ChangeReplacement keyboard
Hardware · SE · Head Office
P4Resolved1.36 hr19.4 hrMet
BRA479-10006812 Jan 2026IncidentBackup job failed
Backup · AB · Head Office
P2Resolved2.92 hr2.3 daysMet
BRA479-10006702 Jan 2026IncidentTeams sign-in loop
Microsoft 365 · SE · Head Office
P3Closed2.11 hr1.6 daysMet
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.