SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 217 records in this selection sit outside that — quotes, projects and planned installs, plus 87 calls billed time and materials. They stay visible for volume context.
Service performance
544 eligible records in this yearAverage first response
5.0 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.9%
58 call(s) over the 8-hour target
First-time fix
70.2%
Where the source records the field
Volume
Contract calls
544
761 calls logged in the period
Off contract
87
£30,446.25 chargeable
Open / closed
25 / 736
Across the selected period
Data-quality gaps
22
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
544
records
- Hardware63
- Printing63
- Backup60
- Network58
- Line of business app55
- User admin54
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 544 | 4.98 hr | 88.9% | 58 | 217 |
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 | 72 | 5.33 hr | 87% | 9 |
| Anne-Marie Cable | 60 | 3.54 hr | 92% | 5 |
| Stacey Thomas | 59 | 7.51 hr | 90% | 6 |
| Kelly Gregory | 47 | 2.75 hr | 89% | 5 |
| Chloe Dempsey | 45 | 8.39 hr | 90% | 4 |
| (Not recorded) | 42 | 4.51 hr | 87% | 5 |
| Barry Ebbs | 41 | 3.54 hr | 93% | 3 |
| Phil Jenkins | 35 | 3.49 hr | 88% | 4 |
| Julie Herbert | 34 | 5.20 hr | 81% | 6 |
| Aiden Higgins | 29 | 9.30 hr | 89% | 3 |
| Daniel Blacker | 29 | 2.31 hr | 93% | 2 |
| Damian Armstrong | 26 | 2.72 hr | 96% | 1 |
58 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 146.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306131 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-03-23 09:34 | 153.98 hr | +146.0 | AB | Report not generating |
| 306503 | Aiden Higgins | Apple iPhone 12 | 2026-07-09 08:25 | 134.56 hr | +126.6 | TAG | OneDrive sync conflict |
| 305911 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-01-01 16:43 | 111.14 hr | +103.1 | TAG | Retention change |
| 306172 | Karen Taylor | Ubiquiti U6-Pro | 2026-04-03 11:40 | 102.97 hr | +95.0 | BK | Voicemail not delivering |
| 306203 | Stacey Thomas | Apple MacBook Pro 14 | 2026-04-15 10:44 | 99.66 hr | +91.7 | AB | Printer offline |
| 306179 | Chloe Dempsey | HP ProBook 450 G6 | 2026-04-08 14:02 | 88.03 hr | +80.0 | KB | Replacement keyboard |
| 306659 | Stacey Thomas | Apple MacBook Pro 14 | 2026-08-21 09:13 | 46.73 hr | +38.7 | ML | Retention change |
| 306644 | (Not recorded) | Dell OptiPlex 7010 | 2026-08-18 14:23 | 44.44 hr | +36.4 | BK | Mailbox delegation |
| 306157 | Aiden Higgins | Dell OptiPlex 7010 | 2026-03-31 15:56 | 43.85 hr | +35.9 | BK | Docking station not detected |
| 306284 | Karen Taylor | Apple MacBook Air M2 | 2026-05-05 09:35 | 43.02 hr | +35.0 | ML | OneDrive sync conflict |
| 306292 | Chloe Dempsey | HP ProBook 450 G6 | 2026-05-06 09:29 | 39.65 hr | +31.6 | BK | Phishing report triage |
| 306246 | Julie Herbert | Dell OptiPlex 3050 | 2026-04-24 15:53 | 37.94 hr | +29.9 | BK | Slow VPN |
| 306406 | Stacey Thomas | HP ProBook 450 G6 | 2026-06-09 17:00 | 37.88 hr | +29.9 | KB | MFA reset |
| 306110 | Barry Ebbs | Dell OptiPlex 3050 | 2026-03-11 10:17 | 37.84 hr | +29.8 | TAG | Database timeout |
| 306291 | Rachael Parkin | HP ProDesk 400 G7 | 2026-05-06 17:02 | 36.20 hr | +28.2 | SE | Suspicious sign-in review |
| 306411 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-06-10 17:53 | 35.91 hr | +27.9 | KB | Laptop will not boot |
| 306040 | Phil Jenkins | Dell Latitude 7420 | 2026-02-17 10:57 | 33.72 hr | +25.7 | AB | Retention change |
| 306188 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-04-10 14:55 | 33.59 hr | +25.6 | ML | Replacement keyboard |
| 306222 | Karen Taylor | Apple iPhone 14 | 2026-04-20 13:38 | 33.33 hr | +25.3 | ML | Report not generating |
| 306006 | Karen Taylor | Dell OptiPlex 3050 | 2026-02-06 17:04 | 33.15 hr | +25.1 | ML | Laptop will not boot |
| 306247 | (Not recorded) | HP ProBook 450 G6 | 2026-04-24 10:45 | 31.36 hr | +23.4 | BK | OneDrive sync conflict |
| 306594 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-08-07 08:08 | 28.31 hr | +20.3 | BK | Permission change |
| 306060 | Julie Herbert | Apple MacBook Air M2 | 2026-02-23 12:42 | 27.25 hr | +19.3 | BK | Suspicious sign-in review |
| 305960 | Julie Herbert | Apple iPhone 12 | 2026-01-22 11:16 | 24.41 hr | +16.4 | SE | Printer offline |
| 306210 | Karen Taylor | Dell Latitude E7470 | 2026-04-16 14:35 | 20.78 hr | +12.8 | KB | New printer driver rollout |
| 306128 | (Not recorded) | HP ProBook 450 G6 | 2026-03-23 10:10 | 20.69 hr | +12.7 | ML | Phishing report triage |
| 306211 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-04-16 09:29 | 20.42 hr | +12.4 | AB | Licence renewal |
| 306531 | Rachael Parkin | Dell OptiPlex 7010 | 2026-07-20 17:03 | 20.06 hr | +12.1 | TAG | Slow VPN |
| 306038 | Karen Taylor | Apple iPhone 12 | 2026-02-16 15:11 | 19.82 hr | +11.8 | SE | New starter setup |
| 306175 | Anne-Marie Cable | Apple iPhone 14 | 2026-04-06 12:24 | 19.61 hr | +11.6 | SE | Database timeout |
| 305944 | Barry Ebbs | Dell Latitude E7470 | 2026-01-15 12:39 | 16.52 hr | +8.5 | TAG | Site offline |
| 306555 | (Not recorded) | Apple MacBook Pro 14 | 2026-07-27 15:13 | 11.91 hr | +3.9 | KB | New printer driver rollout |
| 306459 | Kelly Gregory | Apple iPhone 14 | 2026-06-26 10:26 | 11.88 hr | +3.9 | BK | Slow VPN |
| 306582 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-08-03 14:23 | 11.59 hr | +3.6 | AB | Switch port fault |
| 306460 | Damian Armstrong | Dell OptiPlex 3050 | 2026-06-26 17:10 | 11.56 hr | +3.6 | TAG | Replacement keyboard |
| 306294 | Phil Jenkins | Apple MacBook Pro 14 | 2026-05-06 12:59 | 11.24 hr | +3.2 | BK | Backup capacity review |
| 306516 | Kelly Gregory | Dell OptiPlex 3050 | 2026-07-13 17:11 | 11.22 hr | +3.2 | ML | Report not generating |
| 306413 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-06-11 13:19 | 11.09 hr | +3.1 | AB | Message quarantined |
| 306134 | Rachael Parkin | Dell OptiPlex 7010 | 2026-03-23 17:13 | 11.06 hr | +3.1 | ML | Wi-Fi dropouts in warehouse |
| 306412 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-06-10 10:51 | 10.91 hr | +2.9 | SE | Endpoint alert investigation |
| 306154 | Karen Taylor | Apple iPhone 12 | 2026-03-30 14:14 | 10.86 hr | +2.9 | TAG | Handset registration |
| 306440 | Karen Taylor | Apple iPhone 12 | 2026-06-23 10:59 | 10.63 hr | +2.6 | KB | Database timeout |
| 306537 | Daniel Blacker | Samsung Galaxy A54 | 2026-07-21 10:27 | 10.51 hr | +2.5 | TAG | SharePoint permission request |
| 305947 | Julie Herbert | Apple MacBook Pro 14 | 2026-01-16 14:03 | 10.44 hr | +2.4 | BK | Replacement keyboard |
| 305937 | Julie Herbert | Dell OptiPlex 7010 | 2026-01-12 10:19 | 10.38 hr | +2.4 | SE | Report not generating |
| 306512 | Kelly Gregory | Dell OptiPlex 3050 | 2026-07-11 14:35 | 10.15 hr | +2.1 | BK | Toner replacement |
| 306307 | Kelly Gregory | Dell Latitude 5440 | 2026-05-12 10:59 | 10.02 hr | +2.0 | KB | Screen flickering |
| 306468 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-06-29 08:37 | 9.80 hr | +1.8 | KB | Licence renewal |
| 306414 | Julie Herbert | Ruckus R550 | 2026-06-11 15:20 | 9.76 hr | +1.8 | BK | Printer offline |
| 306482 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-07-02 09:21 | 9.28 hr | +1.3 | KB | Docking station not detected |
| 306280 | Phil Jenkins | HP ProBook 450 G6 | 2026-05-04 13:23 | 9.08 hr | +1.1 | BK | Name change request |
| 306456 | Rachael Parkin | Dell OptiPlex 7010 | 2026-06-25 13:16 | 9.08 hr | +1.1 | ML | Retention change |
| 306526 | Barry Ebbs | Dell Latitude 7420 | 2026-07-15 12:48 | 8.86 hr | +0.9 | TAG | Report not generating |
| 305908 | Karen Taylor | Dell Latitude E7470 | 2026-01-01 15:58 | 8.59 hr | +0.6 | KB | Message quarantined |
| 306061 | Daniel Blacker | HP ProBook 450 G6 | 2026-02-23 16:32 | 8.31 hr | +0.3 | KB | OneDrive sync conflict |
| 305975 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-01-28 14:05 | 8.26 hr | +0.3 | ML | Permission change |
| 306391 | Phil Jenkins | HP ProDesk 400 G7 | 2026-06-04 09:59 | 8.25 hr | +0.3 | ML | Scan to email failing |
| 306574 | Kelly Gregory | Dell OptiPlex 7010 | 2026-07-31 11:07 | 8.25 hr | +0.3 | TAG | Mailbox delegation |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Monitoring / server / security | 19 | 09 Jan 2026 – 17 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 14 | 19 Feb 2026 – 05 Aug 2026 |
| Daniel Blacker | Email / Microsoft 365 | 12 | 26 Jan 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 12 | 26 Jan 2026 – 14 Aug 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 11 | 09 Jan 2026 – 21 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 10 | 01 Jan 2026 – 17 Jul 2026 |
| Karen Taylor | Hardware | 10 | 01 Jan 2026 – 01 Jul 2026 |
| Karen Taylor | Printing | 10 | 19 Jan 2026 – 20 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 7010 | Monitoring / server / security | 13 | 09 Jan 2026 – 07 Aug 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 12 | 22 Jan 2026 – 18 Aug 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 11 | 25 Jan 2026 – 17 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 10 | 30 Jan 2026 – 14 Aug 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 10 | 11 Mar 2026 – 13 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 9 | 15 Jan 2026 – 07 Aug 2026 |
| HP ProBook 450 G6 | Printing | 9 | 02 Feb 2026 – 13 Aug 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 9 | 09 Feb 2026 – 19 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
761 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| BRO042-102424 | 25 Aug 2026 | Incident | Report not generating Line of business app · TAG · Remote | P4 | Resolved | 1.15 hr | 1.1 days | Met |
| BRO042-102423 | 25 Aug 2026 | Incident | Leaver process User admin · AB · Branch | P3 | Resolved | 0.36 hr | 1.2 days | Met |
| BRO042-102422 | 25 Aug 2026 | Incident | Distribution list change Email · SE · Branch | P2 | Closed | 2.26 hr | 1.8 hr | Met |
| BRO042-102421 | 25 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 0.31 hr | 2.1 days | Met |
| BRO042-102420 | 24 Aug 2026 | Incident | Site offline Network · KB · Head Office | P1 | Open | — | — | n/a |
| BRO042-102419 | 24 Aug 2026 | Service Request · excluded | Slow VPN Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BRO042-102418 | 24 Aug 2026 | Project · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P1 | In Progress | — | — | n/a |
| BRO042-102417 | 21 Aug 2026 | Service Request | Permission change User admin · TAG · Head Office | P2 | Open | — | — | n/a |
| BRO042-102416 | 21 Aug 2026 | Service Request | Retention change Backup · ML · Head Office | P3 | Closed | 46.73 hr | 1.0 days | Missed |
| BRO042-102415 | 21 Aug 2026 | Service Request | Call quality issue Telephony · BK · Branch | P3 | Resolved | 0.82 hr | 2.3 days | Met |
| BRO042-102414 | 21 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 1.23 hr | 1.9 days | Met |
| BRO042-102413 | 21 Aug 2026 | Incident | Backup job failed Backup · SE · Branch | P3 | Closed | 7.94 hr | 1.4 days | Met |
| BRO042-102412 | 20 Aug 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| BRO042-102411 | 20 Aug 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P2 | In Progress | — | — | n/a |
| BRO042-102410 | 20 Aug 2026 | Incident | New extension setup Telephony · BK · Head Office | P4 | Closed | 1.50 hr | 2.0 days | Met |
| BRO042-102409 | 20 Aug 2026 | Incident · excluded | Printer offline Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| BRO042-102408 | 20 Aug 2026 | Incident | New printer driver rollout Printing · AB · Branch | P3 | Open | — | — | n/a |
| BRO042-102407 | 19 Aug 2026 | Service Request | Phishing report triage Security · ML · Branch | P3 | Resolved | 0.55 hr | 0.6 hr | Met |
| BRO042-102406 | 19 Aug 2026 | Service Request · excluded | New starter setup User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| BRO042-102405 | 19 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Remote | P3 | Resolved | 1.06 hr | 12.8 hr | Met |
| BRO042-102404 | 19 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 4.54 hr | 2.5 days | Met |
| BRO042-102403 | 19 Aug 2026 | Planned Install · excluded | Phishing report triage Security · ML · Remote | P3 | Open | — | — | n/a |
| BRO042-102402 | 18 Aug 2026 | Incident | Leaver process User admin · SE · Head Office | P2 | Closed | 5.81 hr | 8.0 hr | Met |
| BRO042-102401 | 18 Aug 2026 | Service Request | Mailbox delegation Email · BK · Head Office | P3 | Closed | 44.44 hr | 11.0 hr | Missed |
| BRO042-102400 | 18 Aug 2026 | Change | Database timeout Line of business app · BK · Head Office | P4 | Closed | 2.95 hr | 1.1 days | Met |
| BRO042-102399 | 18 Aug 2026 | Service Request | Site offline Network · AB · Remote | P3 | Closed | 0.38 hr | 22.1 hr | Met |
| BRO042-102398 | 17 Aug 2026 | Planned Install · excluded | Backup job failed Backup · BK · Head Office | P3 | In Progress | — | — | n/a |
| BRO042-102397 | 17 Aug 2026 | Project · excluded | Slow VPN Network · AB · Head Office | P4 | In Progress | — | — | n/a |
| BRO042-102396 | 17 Aug 2026 | Incident | Switch port fault Network · ML · Branch | P3 | Resolved | 2.49 hr | 21.7 hr | Met |
| BRO042-102395 | 17 Aug 2026 | Incident · excluded | Call quality issue Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| BRO042-102394 | 17 Aug 2026 | Service Request | Printer offline Printing · SE · Head Office | P3 | Closed | 3.80 hr | 1.1 days | Met |
| BRO042-102393 | 17 Aug 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P2 | Closed | 5.34 hr | 2.4 days | Met |
| BRO042-102392 | 17 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 0.14 hr | 17.8 hr | Met |
| BRO042-102391 | 15 Aug 2026 | Service Request | New starter setup User admin · ML · Branch | P3 | Closed | 1.37 hr | 5.4 hr | Met |
| BRO042-102390 | 15 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Resolved | 0.11 hr | 0.7 hr | Met |
| BRO042-102389 | 15 Aug 2026 | Quote · excluded | Handset registration Telephony · SE · Remote | P3 | Open | — | — | n/a |
| BRO042-102388 | 15 Aug 2026 | Incident | Phishing report triage Security · TAG · Branch | P3 | Closed | 1.00 hr | 7.0 hr | Met |
| BRO042-102387 | 15 Aug 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Closed | 0.33 hr | 14.2 hr | Met |
| BRO042-102386 | 15 Aug 2026 | Project · excluded | Name change request User admin · SE · Head Office | P3 | In Progress | — | — | n/a |
| BRO042-102385 | 15 Aug 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Closed | 0.14 hr | 1.5 days | Met |
| BRO042-102384 | 14 Aug 2026 | Service Request | Mailbox delegation Email · KB · Head Office | P3 | Closed | 1.15 hr | 1.8 days | Met |
| BRO042-102383 | 14 Aug 2026 | Service Request | Mailbox delegation Email · KB · Head Office | P3 | Resolved | 1.94 hr | 6.1 hr | Met |
| BRO042-102382 | 14 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Resolved | 7.37 hr | 1.2 hr | Met |
| BRO042-102381 | 14 Aug 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P2 | Closed | 6.57 hr | 1.7 days | Met |
| BRO042-102380 | 14 Aug 2026 | Service Request | Permission change User admin · AB · Remote | P3 | Closed | 4.50 hr | 1.9 days | Met |
| BRO042-102379 | 14 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | In Progress | — | — | n/a |
| BRO042-102378 | 14 Aug 2026 | Service Request | New printer driver rollout Printing · ML · Remote | P3 | Closed | 6.07 hr | 1.9 days | Met |
| BRO042-102377 | 13 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Resolved | 0.60 hr | 1.9 days | Met |
| BRO042-102376 | 13 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Remote | P3 | Closed | 1.11 hr | 1.6 days | Met |
| BRO042-102375 | 13 Aug 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P4 | Resolved | 0.83 hr | 1.8 days | Met |
| BRO042-102374 | 13 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Open | — | — | n/a |
| BRO042-102373 | 13 Aug 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 4.90 hr | 1.6 days | Met |
| BRO042-102372 | 13 Aug 2026 | Incident | Scan to email failing Printing · ML · Remote | P4 | Resolved | — | — | n/a |
| BRO042-102371 | 13 Aug 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Head Office | P4 | Resolved | — | — | n/a |
| BRO042-102370 | 12 Aug 2026 | Incident | New extension setup Telephony · TAG · Head Office | P4 | Closed | 4.69 hr | 0.6 hr | Met |
| BRO042-102369 | 12 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | 0.29 hr | 23.8 hr | Met |
| BRO042-102368 | 12 Aug 2026 | Incident · excluded | Site offline Network · SE · Head Office | P4 | Closed | — | — | n/a |
| BRO042-102367 | 12 Aug 2026 | Service Request | Retention change Backup · BK · Branch | P3 | Closed | 0.24 hr | 15.2 hr | Met |
| BRO042-102366 | 11 Aug 2026 | Service Request | Mailbox delegation Email · SE · Branch | P3 | Resolved | 1.01 hr | 18.5 hr | Met |
| BRO042-102365 | 11 Aug 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 1.10 hr | 1.6 days | Met |
| BRO042-102364 | 11 Aug 2026 | Change | Report not generating Line of business app · KB · Remote | P4 | Closed | 0.76 hr | 1.3 days | Met |
| BRO042-102363 | 10 Aug 2026 | Quote · excluded | Toner replacement Printing · TAG · Head Office | P2 | Open | — | — | n/a |
| BRO042-102362 | 10 Aug 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P3 | Closed | 6.86 hr | 21.4 hr | Met |
| BRO042-102361 | 10 Aug 2026 | Project · excluded | Docking station not detected Hardware · BK · Head Office | P4 | Open | — | — | n/a |
| BRO042-102360 | 10 Aug 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | 6.52 hr | 2.0 days | Met |
| BRO042-102359 | 10 Aug 2026 | Change | Licence renewal Line of business app · AB · Head Office | P4 | Closed | 2.10 hr | 1.2 days | Met |
| BRO042-102358 | 10 Aug 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Resolved | 3.60 hr | 1.6 days | Met |
| BRO042-102357 | 10 Aug 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 2.01 hr | 1.8 days | Met |
| BRO042-102356 | 10 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P2 | Closed | 0.34 hr | 1.6 days | Met |
| BRO042-102355 | 07 Aug 2026 | Incident | Report not generating Line of business app · ML · Head Office | P2 | Resolved | 4.35 hr | 9.4 hr | Met |
| BRO042-102354 | 07 Aug 2026 | Incident | Site offline Network · AB · Head Office | P4 | Closed | 0.76 hr | 1.2 days | Met |
| BRO042-102353 | 07 Aug 2026 | Service Request | Switch port fault Network · BK · Branch | P4 | Closed | 1.49 hr | 2.3 days | Met |
| BRO042-102352 | 07 Aug 2026 | Incident | Docking station not detected Hardware · ML · Remote | P3 | Closed | 0.87 hr | 2.2 days | Met |
| BRO042-102351 | 07 Aug 2026 | Change | Permission change User admin · BK · Branch | P3 | Resolved | 28.31 hr | 23.4 hr | Missed |
| BRO042-102350 | 06 Aug 2026 | Service Request | Backup job failed Backup · ML · Branch | P2 | Resolved | 0.36 hr | 2.0 days | Met |
| BRO042-102349 | 06 Aug 2026 | Service Request | Switch port fault Network · SE · Head Office | P2 | Closed | 3.28 hr | 2.4 days | Met |
| BRO042-102348 | 06 Aug 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Closed | 1.17 hr | 2.4 days | Met |
| BRO042-102347 | 06 Aug 2026 | Incident · excluded | Message quarantined Email · SE · Head Office | P2 | Closed | — | — | n/a |
| BRO042-102346 | 05 Aug 2026 | Incident · excluded | Application crash on launch Line of business app · KB · Branch | P4 | Closed | — | — | n/a |
| BRO042-102345 | 05 Aug 2026 | Incident | Site offline Network · ML · Remote | P3 | Closed | 1.05 hr | 1.1 days | Met |
| BRO042-102344 | 05 Aug 2026 | Quote · excluded | Distribution list change Email · KB · Head Office | P3 | Resolved | — | — | n/a |
| BRO042-102343 | 04 Aug 2026 | Incident · excluded | Leaver process User admin · BK · Site 2 | P4 | Resolved | — | — | n/a |
| BRO042-102342 | 04 Aug 2026 | Incident | Retention change Backup · AB · Branch | P3 | Closed | 1.16 hr | 2.0 days | Met |
| BRO042-102341 | 04 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P2 | Resolved | 5.65 hr | 1.1 days | Met |
| BRO042-102340 | 04 Aug 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 2.35 hr | 2.3 days | Met |
| BRO042-102339 | 03 Aug 2026 | Incident | Switch port fault Network · AB · Branch | P3 | Closed | 11.59 hr | 2.5 days | Missed |
| BRO042-102338 | 03 Aug 2026 | Project · excluded | New starter setup User admin · BK · Remote | P3 | In Progress | — | — | n/a |
| BRO042-102337 | 02 Aug 2026 | Incident | Screen flickering Hardware · SE · Head Office | P3 | Closed | 1.99 hr | 13.1 hr | Met |
| BRO042-102336 | 02 Aug 2026 | Quote · excluded | Toner replacement Printing · BK · Head Office | P4 | Open | — | — | n/a |
| BRO042-102335 | 02 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Site 2 | P3 | Resolved | 2.83 hr | 19.1 hr | Met |
| BRO042-102334 | 02 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Remote | P3 | Resolved | 0.72 hr | 3.1 hr | Met |
| BRO042-102333 | 02 Aug 2026 | Service Request | Scan to email failing Printing · TAG · Branch | P1 | Closed | 0.88 hr | 8.2 hr | Met |
| BRO042-102332 | 02 Aug 2026 | Service Request | Printer offline Printing · AB · Remote | P4 | Closed | 0.32 hr | 22.0 hr | Met |
| BRO042-102331 | 31 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P4 | Resolved | 8.25 hr | 2.1 days | Missed |
| BRO042-102330 | 31 Jul 2026 | Change | Permission change User admin · SE · Head Office | P4 | Closed | 5.86 hr | 22.0 hr | Met |
| BRO042-102329 | 30 Jul 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · AB · Branch | P3 | Open | — | — | n/a |
| BRO042-102328 | 30 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 7.62 hr | 2.0 days | Met |
| BRO042-102327 | 30 Jul 2026 | Incident | Toner replacement Printing · KB · Remote | P4 | Resolved | 0.37 hr | 1.6 days | Met |
| BRO042-102326 | 30 Jul 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 1.09 hr | 1.5 days | Met |
| BRO042-102325 | 30 Jul 2026 | Planned Install · excluded | Printer offline Printing · ML · Site 2 | P3 | Open | — | — | n/a |
| BRO042-102324 | 30 Jul 2026 | Planned Install · excluded | Voicemail not delivering Telephony · AB · Remote | P3 | Open | — | — | n/a |
| BRO042-102323 | 29 Jul 2026 | Incident · excluded | Switch port fault Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| BRO042-102322 | 29 Jul 2026 | Incident · excluded | Licence renewal Line of business app · KB · Remote | P4 | Closed | — | — | n/a |
| BRO042-102321 | 29 Jul 2026 | Service Request · excluded | Licence renewal Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| BRO042-102320 | 28 Jul 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Head Office | P2 | Open | — | — | n/a |
| BRO042-102319 | 28 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Resolved | 1.23 hr | 3.7 hr | Met |
| BRO042-102318 | 28 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Branch | P2 | Closed | 0.34 hr | 5.4 hr | Met |
| BRO042-102317 | 28 Jul 2026 | Incident | Distribution list change Email · SE · Branch | P3 | Resolved | 2.14 hr | 22.3 hr | Met |
| BRO042-102316 | 28 Jul 2026 | Incident | Handset registration Telephony · KB · Head Office | P2 | Resolved | 3.77 hr | 11.6 hr | Met |
| BRO042-102315 | 28 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| BRO042-102314 | 28 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| BRO042-102313 | 27 Jul 2026 | Incident | New extension setup Telephony · SE · Branch | P3 | Closed | 0.93 hr | 2.4 days | Met |
| BRO042-102312 | 27 Jul 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P4 | Closed | 11.91 hr | 13.4 hr | Missed |
| BRO042-102311 | 27 Jul 2026 | Incident | Call quality issue Telephony · TAG · Branch | P3 | Closed | 3.44 hr | 2.4 days | Met |
| BRO042-102310 | 27 Jul 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P3 | Closed | 4.56 hr | 1.7 days | Met |
| BRO042-102309 | 27 Jul 2026 | Incident · excluded | Name change request User admin · AB · Branch | P4 | Closed | — | — | n/a |
| BRO042-102308 | 27 Jul 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 0.82 hr | 8.7 hr | Met |
| BRO042-102307 | 27 Jul 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 0.29 hr | 1.1 days | Met |
| BRO042-102306 | 24 Jul 2026 | Incident | Call quality issue Telephony · SE · Remote | P2 | Resolved | 0.93 hr | 2.4 days | Met |
| BRO042-102305 | 23 Jul 2026 | Service Request · excluded | Spoofed email reported Email · BK · Branch | P3 | Closed | — | — | n/a |
| BRO042-102304 | 23 Jul 2026 | Quote · excluded | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| BRO042-102303 | 23 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P1 | Resolved | 5.54 hr | 16.3 hr | Met |
| BRO042-102302 | 23 Jul 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 5.11 hr | 1.8 days | Met |
| BRO042-102301 | 23 Jul 2026 | Service Request | MFA reset Security · ML · Head Office | P3 | Closed | 1.04 hr | 20.3 hr | Met |
| BRO042-102300 | 23 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 0.99 hr | 14.4 hr | Met |
| BRO042-102299 | 23 Jul 2026 | Planned Install · excluded | Application crash on launch Line of business app · ML · Head Office | P2 | Closed | — | — | n/a |
| BRO042-102298 | 22 Jul 2026 | Service Request | Printer offline Printing · BK · Head Office | P4 | Closed | 3.40 hr | 15.9 hr | Met |
| BRO042-102297 | 22 Jul 2026 | Quote · excluded | Site offline Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| BRO042-102296 | 22 Jul 2026 | Incident | Toner replacement Printing · ML · Branch | P2 | Closed | 1.08 hr | 2.2 days | Met |
| BRO042-102295 | 21 Jul 2026 | Service Request · excluded | Report not generating Line of business app · KB · Head Office | P4 | Resolved | — | — | n/a |
| BRO042-102294 | 21 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Resolved | 10.51 hr | 11.7 hr | Missed |
| BRO042-102293 | 20 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Resolved | 0.23 hr | 15.3 hr | Met |
| BRO042-102292 | 20 Jul 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P2 | Resolved | 7.39 hr | 23.0 hr | Met |
| BRO042-102291 | 20 Jul 2026 | Quote · excluded | New extension setup Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| BRO042-102290 | 20 Jul 2026 | Service Request | Spoofed email reported Email · ML · Head Office | P3 | Closed | 1.06 hr | 13.1 hr | Met |
| BRO042-102289 | 20 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Open | — | — | n/a |
| BRO042-102288 | 20 Jul 2026 | Service Request | Slow VPN Network · TAG · Remote | P3 | Resolved | 20.06 hr | 1.1 days | Missed |
| BRO042-102287 | 17 Jul 2026 | Service Request | Screen flickering Hardware · AB · Branch | P3 | Resolved | 1.14 hr | 21.5 hr | Met |
| BRO042-102286 | 17 Jul 2026 | Service Request | Distribution list change Email · AB · Remote | P3 | Resolved | 0.19 hr | 2.3 days | Met |
| BRO042-102285 | 17 Jul 2026 | Project · excluded | Report not generating Line of business app · TAG · Branch | P3 | In Progress | — | — | n/a |
| BRO042-102284 | 16 Jul 2026 | Change | Name change request User admin · ML · Head Office | P4 | Closed | — | — | n/a |
| BRO042-102283 | 15 Jul 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P4 | Resolved | 8.86 hr | 0.6 hr | Missed |
| BRO042-102282 | 15 Jul 2026 | Change | Backup capacity review Backup · SE · Head Office | P3 | Closed | 2.61 hr | 2.2 days | Met |
| BRO042-102281 | 14 Jul 2026 | Quote · excluded | Report not generating Line of business app · AB · Head Office | P3 | In Progress | — | — | n/a |
| BRO042-102280 | 14 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| BRO042-102279 | 14 Jul 2026 | Project · excluded | Switch port fault Network · KB · Head Office | P4 | Open | — | — | n/a |
| BRO042-102278 | 13 Jul 2026 | Quote · excluded | New extension setup Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| BRO042-102277 | 13 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Open | — | — | n/a |
| BRO042-102276 | 13 Jul 2026 | Incident | Mailbox delegation Email · ML · Head Office | P4 | Closed | 0.89 hr | 0.5 hr | Met |
| BRO042-102275 | 13 Jul 2026 | Service Request | Switch port fault Network · KB · Site 2 | P3 | Closed | 0.91 hr | 2.2 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.