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Bramhope Plumbing Group

BRA615ActiveManaged contract

bramhopeplumbing.co.uk · Construction · Account manager Rachel Byrne

Microsoft 365Healthy34 hr agoSupport & assets (SQL)Healthy22 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. 20 records in this selection sit outside that — quotes, projects and planned installs, plus 7 calls billed time and materials. They stay visible for volume context.

Service performance

92 eligible records in this year
Average first response
5.5 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
83.5%
14 call(s) over the 8-hour target
First-time fix
68.5%
Where the source records the field

Volume

Contract calls
92
112 calls logged in the period
Off contract
7
£2,441.25 chargeable
Open / closed
3 / 109
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

92
records
  • Microsoft 36513
  • Printing11
  • Line of business app11
  • Security11
  • Hardware10
  • User admin10

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026925.54 hr83.5%1420

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
Anne-Marie Cable135.89 hr82%2
Barry Ebbs112.39 hr100%0
Kelly Gregory104.63 hr80%2
Aiden Higgins76.68 hr86%1
Chloe Dempsey77.12 hr71%2
Julie Herbert74.80 hr67%2
(Not recorded)62.76 hr100%0
Rachael Parkin612.77 hr60%2
Phil Jenkins610.09 hr80%1
Stacey Thomas54.32 hr80%1
Daniel Blacker59.78 hr80%1
Karen Taylor51.05 hr100%0

14 contract calls missed the 8-hour target

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

Longest 36.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
308194Rachael ParkinLenovo ThinkPad T142026-03-02 14:0944.48 hr+36.5SEOutlook not syncing
308225Phil JenkinsIGEL UD32026-05-08 15:3143.32 hr+35.3BKDatabase timeout
308247Daniel BlackerBrother MFC-L86902026-06-23 14:1740.65 hr+32.6ABHandset registration
308189Chloe DempseyDell Latitude 74202026-02-19 09:5532.95 hr+24.9TAGSwitch port fault
308199Aiden HigginsDell Wyse 50702026-03-11 08:2229.85 hr+21.9SEDocking station not detected
308251Anne-Marie CableUbiquiti U6-Pro2026-06-30 17:4728.07 hr+20.1SESpoofed email reported
308267Anne-Marie CableDell Latitude 74202026-08-03 09:4224.15 hr+16.1MLApplication crash on launch
308228Kelly GregoryHP ProDesk 400 G72026-05-13 08:1422.83 hr+14.8ABDocking station not detected
308186Julie HerbertLenovo ThinkPad T142026-02-16 11:0811.88 hr+3.9SEPhishing report triage
308259Rachael ParkinIGEL UD32026-07-20 13:2811.64 hr+3.6SEReplacement keyboard
308201Chloe DempseyHP EliteBook 840 G92026-03-18 10:0711.55 hr+3.5SEVoicemail not delivering
308252Julie HerbertHP t6402026-07-02 14:3410.63 hr+2.6SEToner replacement
308211Stacey ThomasApple iPhone 142026-04-13 11:5810.51 hr+2.5TAGHandset registration
308271Kelly GregoryDell Latitude 74202026-08-10 17:449.93 hr+1.9TAGMFA reset

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Anne-Marie CableUser administration407 Apr 2026 – 20 Aug 2026
Barry EbbsEmail / Microsoft 365313 Jan 2026 – 25 May 2026
Chloe DempseyEmail / Microsoft 365316 Jan 2026 – 15 Jul 2026
(Not recorded)Printing328 Jan 2026 – 09 Jul 2026
Anne-Marie CableMonitoring / server / security305 Mar 2026 – 19 May 2026
Anne-Marie CableEmail / Microsoft 365323 Mar 2026 – 28 Jul 2026
Kelly GregoryMonitoring / server / security314 Apr 2026 – 12 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
HP EliteBook 840 G9Email / Microsoft 365421 Jan 2026 – 31 Jul 2026
Apple MacBook Pro 14Monitoring / server / security309 Jan 2026 – 02 Apr 2026
IGEL UD3Line of business app311 Jan 2026 – 08 May 2026
Apple MacBook Air M2Email / Microsoft 365316 Jan 2026 – 29 Apr 2026
Dell Latitude 7420Monitoring / server / security319 Feb 2026 – 10 Aug 2026
Dell Latitude 7420Line of business app304 May 2026 – 11 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
BRA615-10032825 Aug 2026Service RequestVoicemail not delivering
Telephony · ML · Branch
P2Closed0.12 hr1.9 hrMet
BRA615-10032724 Aug 2026ChangeVoicemail not delivering
Telephony · AB · Head Office
P3In Progress——n/a
BRA615-10032621 Aug 2026Service RequestNew starter setup
User admin · KB · Head Office
P3In Progress——n/a
BRA615-10032520 Aug 2026IncidentName change request
User admin · KB · Head Office
P2Open——n/a
BRA615-10032419 Aug 2026IncidentSharePoint permission request
Microsoft 365 · KB · Branch
P3Closed0.33 hr23.6 hrMet
BRA615-10032318 Aug 2026Service RequestMessage quarantined
Email · BK · Head Office
P4Closed0.37 hr2.0 daysMet
BRA615-10032213 Aug 2026IncidentToner replacement
Printing · KB · Branch
P3Resolved1.23 hr19.1 hrMet
BRA615-10032112 Aug 2026Service RequestMFA reset
Security · BK · Head Office
P3Resolved5.83 hr2.3 daysMet
BRA615-10032011 Aug 2026IncidentApplication crash on launch
Line of business app · SE · Site 2
P2Closed1.24 hr1.6 daysMet
BRA615-10031910 Aug 2026IncidentMFA reset
Security · TAG · Head Office
P3Closed9.93 hr1.3 daysMissed
BRA615-10031807 Aug 2026IncidentPermission change
User admin · SE · Branch
P2Closed0.81 hr1.6 daysMet
BRA615-10031706 Aug 2026IncidentRestore request
Backup · TAG · Head Office
P2Closed1.00 hr1.0 daysMet
BRA615-10031604 Aug 2026IncidentTeams sign-in loop
Microsoft 365 · KB · Remote
P4Closed0.14 hr4.7 hrMet
BRA615-10031503 Aug 2026Service RequestApplication crash on launch
Line of business app · ML · Remote
P4Closed24.15 hr1.6 daysMissed
BRA615-10031431 Jul 2026Service RequestOneDrive sync conflict
Microsoft 365 · BK · Head Office
P1Resolved0.99 hr6.9 hrMet
BRA615-10031329 Jul 2026IncidentNew starter setup
User admin · KB · Head Office
P3Resolved0.08 hr1.4 daysMet
BRA615-10031228 Jul 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Closed1.25 hr1.0 daysMet
BRA615-10031124 Jul 2026ChangeApplication crash on launch
Line of business app · TAG · Remote
P3Closed1.12 hr11.1 hrMet
BRA615-10031023 Jul 2026Service RequestLicence renewal
Line of business app · AB · Head Office
P3Closed2.42 hr13.2 hrMet
BRA615-10030922 Jul 2026Service Request · excludedNew starter setup
User admin · BK · Branch
P4Resolved——n/a
BRA615-10030821 Jul 2026Quote · excludedTeams sign-in loop
Microsoft 365 · KB · Remote
P4Resolved——n/a
BRA615-10030720 Jul 2026Service RequestReplacement keyboard
Hardware · SE · Head Office
P2Closed11.64 hr1.1 hrMissed
BRA615-10030617 Jul 2026IncidentNew starter setup
User admin · BK · Head Office
P3Resolved3.29 hr1.2 daysMet
BRA615-10030515 Jul 2026IncidentOutlook not syncing
Microsoft 365 · AB · Head Office
P2Resolved0.18 hr1.5 daysMet
BRA615-10030413 Jul 2026ChangeNew extension setup
Telephony · BK · Branch
P3Closed5.84 hr1.3 daysMet
BRA615-10030309 Jul 2026ChangeNew printer driver rollout
Printing · BK · Head Office
P3Closed4.20 hr2.2 daysMet
BRA615-10030208 Jul 2026Incident · excludedSuspicious sign-in review
Security · TAG · Remote
P4Resolved——n/a
BRA615-10030107 Jul 2026Service RequestNew printer driver rollout
Printing · AB · Head Office
P3Resolved0.80 hr0.2 hrMet
BRA615-10030002 Jul 2026IncidentToner replacement
Printing · SE · Head Office
P3Closed10.63 hr14.5 hrMissed
BRA615-10029930 Jun 2026IncidentSpoofed email reported
Email · SE · Head Office
P3Closed28.07 hr1.3 daysMissed
BRA615-10029829 Jun 2026IncidentOneDrive sync conflict
Microsoft 365 · KB · Head Office
P4Closed——n/a
BRA615-10029726 Jun 2026Service Request · excludedOutlook not syncing
Microsoft 365 · KB · Head Office
P3Closed——n/a
BRA615-10029625 Jun 2026IncidentRetention change
Backup · BK · Remote
P4Closed4.81 hr1.0 daysMet
BRA615-10029523 Jun 2026ChangeHandset registration
Telephony · AB · Head Office
P3Resolved40.65 hr22.2 hrMissed
BRA615-10029421 Jun 2026Service RequestSpoofed email reported
Email · AB · Branch
P3Resolved0.66 hr10.6 hrMet
BRA615-10029319 Jun 2026Service Request · excludedMailbox delegation
Email · KB · Head Office
P3Resolved——n/a
BRA615-10029218 Jun 2026IncidentEndpoint alert investigation
Security · SE · Head Office
P3Resolved0.42 hr2.5 hrMet
BRA615-10029117 Jun 2026Project · excludedLaptop will not boot
Hardware · BK · Head Office
P4Resolved——n/a
BRA615-10029015 Jun 2026Quote · excludedScan to email failing
Printing · BK · Head Office
P3Resolved——n/a
BRA615-10028912 Jun 2026Quote · excludedPermission change
User admin · TAG · Head Office
P3Closed——n/a
BRA615-10028805 Jun 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Head Office
P3Closed1.27 hr2.9 hrMet
BRA615-10028704 Jun 2026Service RequestSharePoint permission request
Microsoft 365 · BK · Head Office
P2Resolved0.79 hr5.2 hrMet
BRA615-10028601 Jun 2026Service RequestScan to email failing
Printing · SE · Branch
P4Resolved1.37 hr1.5 daysMet
BRA615-10028530 May 2026IncidentScreen flickering
Hardware · KB · Head Office
P3Closed——n/a
BRA615-10028429 May 2026Project · excludedOneDrive sync conflict
Microsoft 365 · KB · Remote
P2Closed——n/a
BRA615-10028325 May 2026Service RequestOneDrive sync conflict
Microsoft 365 · KB · Head Office
P4Resolved4.38 hr1.4 daysMet
BRA615-10028221 May 2026Project · excludedNew starter setup
User admin · BK · Head Office
P4Closed——n/a
BRA615-10028120 May 2026Change · excludedScan to email failing
Printing · KB · Branch
P2Closed——n/a
BRA615-10028019 May 2026Service RequestEndpoint alert investigation
Security · TAG · Head Office
P3Closed2.93 hr22.6 hrMet
BRA615-10027918 May 2026Incident · excludedEndpoint alert investigation
Security · KB · Head Office
P3Resolved——n/a
BRA615-10027815 May 2026Planned Install · excludedDatabase timeout
Line of business app · TAG · Head Office
P4Closed——n/a
BRA615-10027714 May 2026IncidentMessage quarantined
Email · SE · Branch
P1Resolved3.62 hr9.9 hrMet
BRA615-10027613 May 2026IncidentDocking station not detected
Hardware · AB · Head Office
P3Closed22.83 hr2.8 hrMissed
BRA615-10027512 May 2026IncidentVoicemail not delivering
Telephony · TAG · Remote
P3Resolved0.53 hr1.4 daysMet
BRA615-10027410 May 2026IncidentNew starter setup
User admin · KB · Branch
P3Closed0.94 hr2.2 daysMet
BRA615-10027308 May 2026Service RequestDatabase timeout
Line of business app · BK · Head Office
P4Resolved43.32 hr1.4 daysMissed
BRA615-10027207 May 2026Service RequestScan to email failing
Printing · AB · Branch
P3Closed——n/a
BRA615-10027105 May 2026Service RequestLaptop will not boot
Hardware · ML · Head Office
P3Closed1.32 hr14.9 hrMet
BRA615-10027004 May 2026Service RequestLicence renewal
Line of business app · TAG · Head Office
P2Closed1.20 hr1.9 daysMet
BRA615-10026901 May 2026Project · excludedSite offline
Network · KB · Remote
P2Resolved——n/a
BRA615-10026830 Apr 2026IncidentRestore request
Backup · SE · Head Office
P3Resolved5.54 hr2.3 daysMet
BRA615-10026729 Apr 2026Service RequestTeams sign-in loop
Microsoft 365 · KB · Branch
P3Closed1.45 hr2.4 daysMet
BRA615-10026628 Apr 2026ChangeScreen flickering
Hardware · AB · Head Office
P2Resolved0.87 hr1.8 daysMet
BRA615-10026527 Apr 2026IncidentSwitch port fault
Network · ML · Branch
P3Closed3.70 hr2.4 daysMet
BRA615-10026424 Apr 2026IncidentLaptop will not boot
Hardware · ML · Remote
P4Closed1.29 hr2.4 daysMet
BRA615-10026321 Apr 2026IncidentMFA reset
Security · ML · Remote
P3Closed4.40 hr1.5 daysMet
BRA615-10026220 Apr 2026Service RequestNew starter setup
User admin · SE · Remote
P3Closed0.27 hr1.1 daysMet
BRA615-10026116 Apr 2026IncidentMFA reset
Security · AB · Head Office
P3Closed1.28 hr2.2 daysMet
BRA615-10026014 Apr 2026IncidentEndpoint alert investigation
Security · SE · Branch
P3Closed0.13 hr1.8 daysMet
BRA615-10025913 Apr 2026IncidentHandset registration
Telephony · TAG · Head Office
P3Resolved10.51 hr2.2 daysMissed
BRA615-10025808 Apr 2026Project · excludedVoicemail not delivering
Telephony · ML · Remote
P3Resolved——n/a
BRA615-10025707 Apr 2026IncidentName change request
User admin · AB · Head Office
P3Closed3.60 hr2.4 daysMet
BRA615-10025606 Apr 2026IncidentDocking station not detected
Hardware · TAG · Head Office
P4Resolved1.28 hr10.7 hrMet
BRA615-10025502 Apr 2026ChangeWi-Fi dropouts in warehouse
Network · AB · Head Office
P2Closed1.32 hr1.1 daysMet
BRA615-10025431 Mar 2026Service RequestSpoofed email reported
Email · BK · Head Office
P3Resolved0.07 hr1.3 daysMet
BRA615-10025326 Mar 2026Service RequestHandset registration
Telephony · ML · Head Office
P3Closed1.45 hr2.0 daysMet
BRA615-10025225 Mar 2026ChangeName change request
User admin · KB · Head Office
P4Closed1.07 hr2.4 daysMet
BRA615-10025124 Mar 2026IncidentMFA reset
Security · BK · Remote
P3Closed——n/a
BRA615-10025023 Mar 2026Service RequestSharePoint permission request
Microsoft 365 · ML · Site 2
P3Closed0.33 hr1.4 daysMet
BRA615-10024918 Mar 2026Service RequestVoicemail not delivering
Telephony · SE · Head Office
P2Closed11.55 hr1.9 daysMissed
BRA615-10024812 Mar 2026Service RequestReport not generating
Line of business app · AB · Site 2
P2Closed1.45 hr2.3 daysMet
BRA615-10024711 Mar 2026Service RequestDocking station not detected
Hardware · SE · Head Office
P4Closed29.85 hr2.3 daysMissed
BRA615-10024606 Mar 2026IncidentRetention change
Backup · KB · Head Office
P2Closed1.47 hr2.2 daysMet
BRA615-10024505 Mar 2026IncidentSuspicious sign-in review
Security · TAG · Head Office
P4Resolved1.45 hr20.4 hrMet
BRA615-10024404 Mar 2026Service RequestLicence renewal
Line of business app · SE · Head Office
P4Closed3.06 hr20.3 hrMet
BRA615-10024303 Mar 2026Service RequestSite offline
Network · ML · Head Office
P1Resolved0.48 hr7.4 hrMet
BRA615-10024202 Mar 2026IncidentOutlook not syncing
Microsoft 365 · SE · Head Office
P3Closed44.48 hr1.3 daysMissed
BRA615-10024126 Feb 2026Service RequestBackup job failed
Backup · BK · Head Office
P4Resolved3.91 hr8.1 hrMet
BRA615-10024025 Feb 2026Incident · excludedDistribution list change
Email · AB · Head Office
P1Closed——n/a
BRA615-10023923 Feb 2026Service RequestMFA reset
Security · KB · Head Office
P3Closed3.60 hr1.4 daysMet
BRA615-10023821 Feb 2026IncidentPrinter offline
Printing · KB · Head Office
P4Resolved3.26 hr2.3 daysMet
BRA615-10023719 Feb 2026ChangeSwitch port fault
Network · TAG · Site 2
P3Closed32.95 hr3.2 hrMissed
BRA615-10023618 Feb 2026IncidentDatabase timeout
Line of business app · SE · Head Office
P2Resolved3.55 hr0.8 hrMet
BRA615-10023517 Feb 2026Service RequestReplacement keyboard
Hardware · AB · Head Office
P3Resolved1.35 hr21.7 hrMet
BRA615-10023416 Feb 2026IncidentPhishing report triage
Security · SE · Head Office
P3Closed11.88 hr1.9 daysMissed
BRA615-10023313 Feb 2026Service RequestLeaver process
User admin · ML · Branch
P3Resolved0.48 hr2.5 daysMet
BRA615-10023211 Feb 2026Service RequestNew extension setup
Telephony · AB · Head Office
P4Resolved0.16 hr1.3 daysMet
BRA615-10023110 Feb 2026Quote · excludedToner replacement
Printing · KB · Head Office
P2Resolved——n/a
BRA615-10023006 Feb 2026Project · excludedPermission change
User admin · BK · Head Office
P3Resolved——n/a
BRA615-10022904 Feb 2026Quote · excludedSite offline
Network · KB · Head Office
P4Closed——n/a
BRA615-10022802 Feb 2026IncidentScan to email failing
Printing · TAG · Head Office
P3Closed4.09 hr1.7 daysMet
BRA615-10022730 Jan 2026IncidentReport not generating
Line of business app · TAG · Branch
P4Closed0.74 hr1.0 daysMet
BRA615-10022628 Jan 2026Service RequestToner replacement
Printing · AB · Remote
P4Closed5.47 hr20.2 hrMet
BRA615-10022522 Jan 2026Quote · excludedApplication crash on launch
Line of business app · TAG · Branch
P4Resolved——n/a
BRA615-10022421 Jan 2026Service RequestTeams sign-in loop
Microsoft 365 · TAG · Head Office
P3Resolved0.91 hr1.7 daysMet
BRA615-10022316 Jan 2026IncidentSpoofed email reported
Email · KB · Head Office
P3Resolved0.33 hr2.0 daysMet
BRA615-10022213 Jan 2026Service RequestMailbox delegation
Email · AB · Branch
P3Closed1.02 hr2.2 daysMet
BRA615-10022111 Jan 2026Service RequestLicence renewal
Line of business app · AB · Branch
P3Resolved5.96 hr17.1 hrMet
BRA615-10022009 Jan 2026IncidentWi-Fi dropouts in warehouse
Network · KB · Head Office
P3Resolved1.22 hr1.2 daysMet
BRA615-10021905 Jan 2026IncidentNew printer driver rollout
Printing · AB · Remote
P2Resolved0.14 hr2.1 daysMet
BRA615-10021802 Jan 2026ChangeScan to email failing
Printing · AB · Head Office
P3Closed4.86 hr7.5 hrMet
BRA615-10021701 Jan 2026Service RequestLaptop will not boot
Hardware · TAG · Head Office
P3Closed5.75 hr2.4 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.