SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 125 records in this selection sit outside that — quotes, projects and planned installs, plus 56 calls billed time and materials. They stay visible for volume context.
Service performance
326 eligible records in this yearAverage first response
4.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.4%
33 call(s) over the 8-hour target
First-time fix
71.4%
Where the source records the field
Volume
Contract calls
326
451 calls logged in the period
Off contract
56
£16,927.5 chargeable
Open / closed
12 / 439
Across the selected period
Data-quality gaps
16
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
326
records
- User admin42
- Line of business app40
- Email35
- Printing34
- Microsoft 36533
- Telephony32
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 326 | 4.45 hr | 89.4% | 33 | 125 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Stacey Thomas | 46 | 4.88 hr | 90% | 4 |
| Anne-Marie Cable | 45 | 6.00 hr | 82% | 8 |
| Chloe Dempsey | 31 | 1.68 hr | 100% | 0 |
| Karen Taylor | 29 | 5.84 hr | 93% | 2 |
| Barry Ebbs | 29 | 3.46 hr | 88% | 3 |
| Kelly Gregory | 24 | 6.16 hr | 88% | 3 |
| Damian Armstrong | 23 | 5.15 hr | 82% | 4 |
| Daniel Blacker | 22 | 3.82 hr | 95% | 1 |
| (Not recorded) | 18 | 3.04 hr | 94% | 1 |
| Phil Jenkins | 15 | 4.47 hr | 93% | 1 |
| Julie Herbert | 15 | 2.58 hr | 93% | 1 |
| Aiden Higgins | 15 | 2.75 hr | 87% | 2 |
33 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 103.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306197 | Karen Taylor | Dell OptiPlex 7010 | 2026-05-15 14:32 | 111.11 hr | +103.1 | ML | Leaver process |
| 306203 | Kelly Gregory | Samsung Galaxy S23 | 2026-05-19 08:16 | 80.80 hr | +72.8 | TAG | Screen flickering |
| 306263 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-06-17 17:54 | 45.72 hr | +37.7 | TAG | Distribution list change |
| 306302 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-07-06 16:13 | 43.71 hr | +35.7 | KB | Licence renewal |
| 306092 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-03-24 12:33 | 41.75 hr | +33.8 | BK | Licence renewal |
| 306309 | Stacey Thomas | Dell Latitude E7470 | 2026-07-09 10:41 | 33.66 hr | +25.7 | TAG | Handset registration |
| 306335 | Phil Jenkins | Ubiquiti U6-Pro | 2026-07-24 16:58 | 33.65 hr | +25.6 | ML | Suspicious sign-in review |
| 306262 | Stacey Thomas | Apple MacBook Air M2 | 2026-06-17 13:42 | 33.46 hr | +25.5 | BK | Licence renewal |
| 306134 | Damian Armstrong | HP EliteBook 840 G9 | 2026-04-15 14:26 | 33.29 hr | +25.3 | KB | Database timeout |
| 306165 | Rachael Parkin | Apple MacBook Pro 14 | 2026-04-30 12:52 | 33.21 hr | +25.2 | KB | New starter setup |
| 306266 | Damian Armstrong | HP ProBook 450 G6 | 2026-06-18 10:34 | 33.05 hr | +25.1 | TAG | MFA reset |
| 305953 | Anne-Marie Cable | Dell Latitude 7420 | 2026-01-07 12:48 | 33.03 hr | +25.0 | SE | Application crash on launch |
| 306047 | Stacey Thomas | Samsung Galaxy S23 | 2026-03-05 14:29 | 32.27 hr | +24.3 | AB | Switch port fault |
| 306257 | Stacey Thomas | Apple iPhone 12 | 2026-06-15 17:58 | 30.61 hr | +22.6 | KB | Call quality issue |
| 306338 | Daniel Blacker | Ubiquiti U6-Pro | 2026-07-27 08:53 | 23.51 hr | +15.5 | AB | Application crash on launch |
| 306339 | Barry Ebbs | Apple iPhone 12 | 2026-07-27 15:22 | 18.42 hr | +10.4 | ML | Switch port fault |
| 306098 | Kelly Gregory | Dell Latitude 5440 | 2026-03-27 08:38 | 18.17 hr | +10.2 | BK | Wi-Fi dropouts in warehouse |
| 306248 | Barry Ebbs | Dell Latitude E7470 | 2026-06-10 11:46 | 11.92 hr | +3.9 | ML | Retention change |
| 305986 | Julie Herbert | Dell Latitude 5440 | 2026-01-26 12:05 | 11.40 hr | +3.4 | BK | Report not generating |
| 306200 | Anne-Marie Cable | Dell Latitude 5440 | 2026-05-15 11:19 | 11.15 hr | +3.1 | SE | Site offline |
| 306212 | Karen Taylor | Dell OptiPlex 7010 | 2026-05-22 14:58 | 10.78 hr | +2.8 | TAG | Suspicious sign-in review |
| 306211 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-05-22 10:20 | 10.63 hr | +2.6 | BK | Handset registration |
| 306365 | Rachael Parkin | Apple iPhone 14 | 2026-08-11 13:35 | 10.59 hr | +2.6 | AB | Printer offline |
| 306342 | Anne-Marie Cable | Dell Latitude 7420 | 2026-07-28 15:47 | 10.46 hr | +2.5 | KB | Call quality issue |
| 306265 | Barry Ebbs | HP ProBook 450 G6 | 2026-06-18 13:43 | 10.15 hr | +2.1 | TAG | Voicemail not delivering |
| 305955 | Rachael Parkin | Apple iPhone 12 | 2026-01-08 14:39 | 9.55 hr | +1.6 | AB | OneDrive sync conflict |
| 306274 | Damian Armstrong | Dell Latitude 5440 | 2026-06-22 12:28 | 9.46 hr | +1.5 | KB | Screen flickering |
| 306340 | (Not recorded) | Apple iPhone 14 | 2026-07-27 12:11 | 9.30 hr | +1.3 | KB | Wi-Fi dropouts in warehouse |
| 306026 | Damian Armstrong | Dell Latitude 7420 | 2026-02-20 14:24 | 9.28 hr | +1.3 | SE | Docking station not detected |
| 306110 | Kelly Gregory | Apple MacBook Pro 14 | 2026-04-04 08:29 | 9.07 hr | +1.1 | SE | Laptop will not boot |
| 306381 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-08-19 10:32 | 8.98 hr | +1.0 | KB | OneDrive sync conflict |
| 306277 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-06-23 13:51 | 8.93 hr | +0.9 | TAG | Toner replacement |
| 306096 | Aiden Higgins | Apple iPhone 12 | 2026-03-26 16:44 | 8.84 hr | +0.8 | ML | Message quarantined |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Email / Microsoft 365 | 13 | 19 Jan 2026 – 25 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 9 | 11 Feb 2026 – 17 Jul 2026 |
| Anne-Marie Cable | Telephony | 8 | 05 Jan 2026 – 14 Aug 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 8 | 07 Jan 2026 – 14 Jul 2026 |
| Anne-Marie Cable | User administration | 8 | 10 Jan 2026 – 01 May 2026 |
| Stacey Thomas | Line of business app | 8 | 10 Mar 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Line of business app | 7 | 07 Jan 2026 – 04 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 7 | 16 Jan 2026 – 24 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 9 | 19 Jan 2026 – 24 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 9 | 05 Feb 2026 – 02 Jul 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 8 | 16 Jan 2026 – 17 Jun 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 7 | 01 Jan 2026 – 19 Aug 2026 |
| Samsung Galaxy S23 | Telephony | 6 | 07 Jan 2026 – 14 Aug 2026 |
| Samsung Galaxy S23 | Hardware | 6 | 12 Jan 2026 – 29 Jun 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 6 | 07 Feb 2026 – 10 Aug 2026 |
| HP ProBook 450 G6 | Printing | 6 | 24 Feb 2026 – 04 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
451 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| CAL266-101281 | 25 Aug 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P1 | Closed | 0.75 hr | 6.7 hr | Met |
| CAL266-101280 | 25 Aug 2026 | Service Request | Distribution list change Email · AB · Head Office | P2 | Closed | 0.17 hr | 5.9 hr | Met |
| CAL266-101279 | 25 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | In Progress | — | — | n/a |
| CAL266-101278 | 24 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Site 2 | P2 | Closed | 6.79 hr | 7.3 hr | Met |
| CAL266-101277 | 21 Aug 2026 | Service Request · excluded | Name change request User admin · AB · Head Office | P4 | Resolved | — | — | n/a |
| CAL266-101276 | 21 Aug 2026 | Service Request · excluded | MFA reset Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| CAL266-101275 | 20 Aug 2026 | Project · excluded | Docking station not detected Hardware · KB · Head Office | P1 | Open | — | — | n/a |
| CAL266-101274 | 20 Aug 2026 | Incident | New printer driver rollout Printing · BK · Remote | P3 | Closed | 5.00 hr | 1.2 days | Met |
| CAL266-101273 | 19 Aug 2026 | Service Request · excluded | Backup capacity review Backup · SE · Branch | P3 | Closed | — | — | n/a |
| CAL266-101272 | 19 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Remote | P4 | In Progress | — | — | n/a |
| CAL266-101271 | 19 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 8.98 hr | 2.4 days | Missed |
| CAL266-101270 | 19 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.94 hr | 1.5 days | Met |
| CAL266-101269 | 18 Aug 2026 | Incident | Permission change User admin · ML · Head Office | P2 | Closed | 5.98 hr | 1.3 days | Met |
| CAL266-101268 | 18 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Resolved | 1.39 hr | 2.5 days | Met |
| CAL266-101267 | 18 Aug 2026 | Service Request | New starter setup User admin · ML · Head Office | P4 | Closed | 4.27 hr | 1.9 days | Met |
| CAL266-101266 | 17 Aug 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Closed | 0.42 hr | 15.0 hr | Met |
| CAL266-101265 | 17 Aug 2026 | Planned Install · excluded | Mailbox delegation Email · AB · Head Office | P3 | Open | — | — | n/a |
| CAL266-101264 | 14 Aug 2026 | Incident | Handset registration Telephony · SE · Head Office | P2 | Closed | 1.53 hr | 2.1 days | Met |
| CAL266-101263 | 14 Aug 2026 | Change | New starter setup User admin · ML · Head Office | P3 | Resolved | 0.18 hr | 1.7 days | Met |
| CAL266-101262 | 13 Aug 2026 | Incident · excluded | Spoofed email reported Email · ML · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101261 | 13 Aug 2026 | Change | Phishing report triage Security · ML · Head Office | P4 | Resolved | 1.27 hr | 2.1 days | Met |
| CAL266-101260 | 12 Aug 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P1 | Closed | 2.99 hr | 14.4 hr | Met |
| CAL266-101259 | 12 Aug 2026 | Quote · excluded | MFA reset Security · AB · Head Office | P4 | Open | — | — | n/a |
| CAL266-101258 | 11 Aug 2026 | Quote · excluded | Slow VPN Network · AB · Head Office | P2 | In Progress | — | — | n/a |
| CAL266-101257 | 11 Aug 2026 | Change | Spoofed email reported Email · ML · Head Office | P4 | Resolved | — | — | n/a |
| CAL266-101256 | 11 Aug 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 0.89 hr | 2.3 days | Met |
| CAL266-101255 | 11 Aug 2026 | Service Request | Printer offline Printing · AB · Remote | P4 | Closed | 10.59 hr | 6.6 hr | Missed |
| CAL266-101254 | 10 Aug 2026 | Service Request | Site offline Network · ML · Head Office | P3 | Closed | 0.90 hr | 16.3 hr | Met |
| CAL266-101253 | 07 Aug 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 6.43 hr | 10.5 hr | Met |
| CAL266-101252 | 07 Aug 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| CAL266-101251 | 07 Aug 2026 | Service Request | Application crash on launch Line of business app · ML · Branch | P4 | Closed | 1.47 hr | 13.4 hr | Met |
| CAL266-101250 | 06 Aug 2026 | Change | Backup job failed Backup · TAG · Head Office | P4 | Resolved | 0.67 hr | 2.3 days | Met |
| CAL266-101249 | 06 Aug 2026 | Quote · excluded | New printer driver rollout Printing · BK · Branch | P1 | Open | — | — | n/a |
| CAL266-101248 | 06 Aug 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 1.39 hr | 2.3 days | Met |
| CAL266-101247 | 06 Aug 2026 | Change | New starter setup User admin · TAG · Head Office | P4 | Resolved | 3.35 hr | 2.0 days | Met |
| CAL266-101246 | 05 Aug 2026 | Incident | Licence renewal Line of business app · SE · Branch | P2 | Closed | 5.18 hr | 1.1 days | Met |
| CAL266-101245 | 04 Aug 2026 | Incident | Printer offline Printing · TAG · Head Office | P1 | Closed | 0.43 hr | 15.4 hr | Met |
| CAL266-101244 | 04 Aug 2026 | Change | Licence renewal Line of business app · AB · Branch | P3 | Closed | 4.58 hr | 2.0 days | Met |
| CAL266-101243 | 04 Aug 2026 | Incident | Scan to email failing Printing · AB · Branch | P4 | Resolved | 0.19 hr | 15.9 hr | Met |
| CAL266-101242 | 04 Aug 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 0.40 hr | 2.2 days | Met |
| CAL266-101241 | 03 Aug 2026 | Service Request | Phishing report triage Security · SE · Head Office | P1 | Closed | 2.70 hr | 3.2 hr | Met |
| CAL266-101240 | 03 Aug 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · TAG · Site 2 | P4 | Closed | — | — | n/a |
| CAL266-101239 | 31 Jul 2026 | Service Request | Distribution list change Email · BK · Remote | P4 | Closed | 0.54 hr | 2.5 days | Met |
| CAL266-101238 | 30 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P1 | Resolved | 0.91 hr | 0.2 hr | Met |
| CAL266-101237 | 29 Jul 2026 | Incident | Leaver process User admin · BK · Head Office | P2 | Closed | 4.83 hr | 23.8 hr | Met |
| CAL266-101236 | 29 Jul 2026 | Incident | Report not generating Line of business app · TAG · Branch | P3 | Closed | 6.17 hr | 2.1 days | Met |
| CAL266-101235 | 29 Jul 2026 | Planned Install · excluded | New extension setup Telephony · BK · Head Office | P4 | Open | — | — | n/a |
| CAL266-101234 | 28 Jul 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Closed | 0.36 hr | 1.2 days | Met |
| CAL266-101233 | 28 Jul 2026 | Quote · excluded | Database timeout Line of business app · ML · Head Office | P3 | Open | — | — | n/a |
| CAL266-101232 | 28 Jul 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 10.46 hr | 8.9 hr | Missed |
| CAL266-101231 | 28 Jul 2026 | Incident | Name change request User admin · BK · Remote | P3 | Closed | 3.19 hr | 2.3 days | Met |
| CAL266-101230 | 27 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | 9.30 hr | 1.7 days | Missed |
| CAL266-101229 | 27 Jul 2026 | Change | Switch port fault Network · ML · Head Office | P3 | Closed | 18.42 hr | 2.1 days | Missed |
| CAL266-101228 | 27 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | 23.51 hr | 2.0 days | Missed |
| CAL266-101227 | 27 Jul 2026 | Service Request | New starter setup User admin · AB · Site 2 | P2 | Closed | 3.52 hr | 1.1 days | Met |
| CAL266-101226 | 24 Jul 2026 | Service Request | Message quarantined Email · ML · Remote | P3 | Closed | 5.77 hr | 1.0 days | Met |
| CAL266-101225 | 24 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P2 | Closed | 33.65 hr | 1.1 days | Missed |
| CAL266-101224 | 23 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Closed | 3.98 hr | 1.6 days | Met |
| CAL266-101223 | 22 Jul 2026 | Incident | MFA reset Security · TAG · Remote | P2 | Resolved | 0.56 hr | 1.3 days | Met |
| CAL266-101222 | 21 Jul 2026 | Incident | Report not generating Line of business app · ML · Site 2 | P4 | Closed | 1.10 hr | 2.0 days | Met |
| CAL266-101221 | 21 Jul 2026 | Quote · excluded | Site offline Network · KB · Site 2 | P3 | Open | — | — | n/a |
| CAL266-101220 | 21 Jul 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Resolved | 0.42 hr | 12.0 hr | Met |
| CAL266-101219 | 20 Jul 2026 | Incident | Scan to email failing Printing · KB · Head Office | P4 | Closed | 1.40 hr | 2.2 days | Met |
| CAL266-101218 | 17 Jul 2026 | Incident | Site offline Network · ML · Head Office | P1 | Closed | 1.00 hr | 14.6 hr | Met |
| CAL266-101217 | 17 Jul 2026 | Change | Printer offline Printing · AB · Branch | P1 | Resolved | 0.37 hr | 11.0 hr | Met |
| CAL266-101216 | 17 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Resolved | — | — | n/a |
| CAL266-101215 | 17 Jul 2026 | Incident · excluded | Licence renewal Line of business app · KB · Branch | P2 | Closed | — | — | n/a |
| CAL266-101214 | 16 Jul 2026 | Change | New extension setup Telephony · KB · Site 2 | P1 | Closed | 0.30 hr | 1.8 hr | Met |
| CAL266-101213 | 16 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 3.93 hr | 2.0 days | Met |
| CAL266-101212 | 16 Jul 2026 | Quote · excluded | Retention change Backup · ML · Head Office | P3 | In Progress | — | — | n/a |
| CAL266-101211 | 16 Jul 2026 | Service Request | Printer offline Printing · ML · Branch | P2 | Closed | — | — | n/a |
| CAL266-101210 | 15 Jul 2026 | Incident | Scan to email failing Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101209 | 14 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Site 2 | P4 | Resolved | 1.38 hr | 1.5 days | Met |
| CAL266-101208 | 14 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · SE · Site 2 | P3 | Open | — | — | n/a |
| CAL266-101207 | 14 Jul 2026 | Service Request · excluded | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | — | — | n/a |
| CAL266-101206 | 14 Jul 2026 | Service Request | Handset registration Telephony · AB · Head Office | P2 | Closed | 0.30 hr | 1.9 days | Met |
| CAL266-101205 | 13 Jul 2026 | Change · excluded | New printer driver rollout Printing · KB · Head Office | P4 | Closed | — | — | n/a |
| CAL266-101204 | 10 Jul 2026 | Incident · excluded | Backup job failed Backup · SE · Branch | P4 | Resolved | — | — | n/a |
| CAL266-101203 | 10 Jul 2026 | Change | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 1.15 hr | 18.2 hr | Met |
| CAL266-101202 | 10 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Remote | P3 | Closed | — | — | n/a |
| CAL266-101201 | 10 Jul 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P4 | Resolved | — | — | n/a |
| CAL266-101200 | 09 Jul 2026 | Service Request | New starter setup User admin · TAG · Head Office | P3 | Closed | 5.48 hr | 1.9 days | Met |
| CAL266-101199 | 09 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Closed | 33.66 hr | 1.6 days | Missed |
| CAL266-101198 | 08 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | 1.02 hr | 6.0 hr | Met |
| CAL266-101197 | 07 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Resolved | — | — | n/a |
| CAL266-101196 | 07 Jul 2026 | Incident | Mailbox delegation Email · AB · Branch | P4 | Resolved | 2.28 hr | 2.3 days | Met |
| CAL266-101195 | 07 Jul 2026 | Change | Printer offline Printing · BK · Site 2 | P3 | Resolved | 1.25 hr | 1.1 days | Met |
| CAL266-101194 | 06 Jul 2026 | Service Request | Retention change Backup · KB · Site 2 | P3 | Resolved | 1.34 hr | 12.9 hr | Met |
| CAL266-101193 | 06 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 5.73 hr | 10.5 hr | Met |
| CAL266-101192 | 06 Jul 2026 | Incident | Licence renewal Line of business app · KB · Branch | P3 | Closed | 43.71 hr | 1.4 days | Missed |
| CAL266-101191 | 04 Jul 2026 | Service Request · excluded | Restore request Backup · TAG · Head Office | P4 | Resolved | — | — | n/a |
| CAL266-101190 | 04 Jul 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101189 | 04 Jul 2026 | Quote · excluded | New extension setup Telephony · SE · Branch | P3 | Closed | — | — | n/a |
| CAL266-101188 | 04 Jul 2026 | Service Request | Name change request User admin · SE · Site 2 | P4 | Resolved | 3.09 hr | 1.7 days | Met |
| CAL266-101187 | 03 Jul 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P1 | Closed | 0.64 hr | 4.9 hr | Met |
| CAL266-101186 | 03 Jul 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P2 | Closed | 0.28 hr | 21.4 hr | Met |
| CAL266-101185 | 03 Jul 2026 | Quote · excluded | Toner replacement Printing · AB · Head Office | P3 | Resolved | — | — | n/a |
| CAL266-101184 | 02 Jul 2026 | Change | Slow VPN Network · ML · Head Office | P2 | Closed | 0.25 hr | 5.2 hr | Met |
| CAL266-101183 | 02 Jul 2026 | Change · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101182 | 01 Jul 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 4.91 hr | 22.8 hr | Met |
| CAL266-101181 | 30 Jun 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P4 | Closed | — | — | n/a |
| CAL266-101180 | 30 Jun 2026 | Service Request | Docking station not detected Hardware · KB · Remote | P2 | Resolved | 1.45 hr | 1.9 days | Met |
| CAL266-101179 | 30 Jun 2026 | Change | Handset registration Telephony · AB · Head Office | P2 | Closed | 0.25 hr | 1.2 days | Met |
| CAL266-101178 | 30 Jun 2026 | Incident | Database timeout Line of business app · AB · Branch | P3 | Closed | 0.94 hr | 1.9 days | Met |
| CAL266-101177 | 29 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Head Office | P2 | Closed | 5.36 hr | 1.1 days | Met |
| CAL266-101176 | 29 Jun 2026 | Project · excluded | MFA reset Security · SE · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101175 | 26 Jun 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Closed | 1.36 hr | 1.1 days | Met |
| CAL266-101174 | 26 Jun 2026 | Quote · excluded | MFA reset Security · SE · Remote | P3 | Closed | — | — | n/a |
| CAL266-101173 | 26 Jun 2026 | Quote · excluded | Mailbox delegation Email · KB · Remote | P2 | Closed | — | — | n/a |
| CAL266-101172 | 25 Jun 2026 | Incident | Toner replacement Printing · AB · Remote | P3 | Resolved | 4.17 hr | 21.7 hr | Met |
| CAL266-101171 | 25 Jun 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Closed | 0.63 hr | 0.7 hr | Met |
| CAL266-101170 | 25 Jun 2026 | Change · excluded | Report not generating Line of business app · AB · Branch | P4 | Closed | — | — | n/a |
| CAL266-101169 | 24 Jun 2026 | Incident | Name change request User admin · AB · Head Office | P3 | Closed | 0.83 hr | 1.1 days | Met |
| CAL266-101168 | 23 Jun 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101167 | 23 Jun 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P4 | Closed | 8.93 hr | 1.3 days | Missed |
| CAL266-101166 | 22 Jun 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 1.36 hr | 13.8 hr | Met |
| CAL266-101165 | 22 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Closed | — | — | n/a |
| CAL266-101164 | 22 Jun 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P4 | Resolved | 9.46 hr | 21.0 hr | Missed |
| CAL266-101163 | 21 Jun 2026 | Service Request | Switch port fault Network · TAG · Remote | P2 | Closed | 1.16 hr | 2.0 hr | Met |
| CAL266-101162 | 21 Jun 2026 | Change | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Resolved | 4.64 hr | 1.3 days | Met |
| CAL266-101161 | 21 Jun 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Closed | 3.22 hr | 1.7 days | Met |
| CAL266-101160 | 21 Jun 2026 | Incident | Slow VPN Network · KB · Remote | P4 | Closed | 0.14 hr | 2.2 days | Met |
| CAL266-101159 | 19 Jun 2026 | Service Request · excluded | Name change request User admin · KB · Remote | P4 | Closed | — | — | n/a |
| CAL266-101158 | 19 Jun 2026 | Service Request · excluded | Permission change User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101157 | 18 Jun 2026 | Incident | MFA reset Security · TAG · Head Office | P4 | Closed | 0.10 hr | 1.2 days | Met |
| CAL266-101156 | 18 Jun 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Resolved | 33.05 hr | 1.8 days | Missed |
| CAL266-101155 | 18 Jun 2026 | Change | Voicemail not delivering Telephony · TAG · Head Office | P4 | Closed | 10.15 hr | 1.8 days | Missed |
| CAL266-101154 | 17 Jun 2026 | Incident · excluded | Phishing report triage Security · ML · Head Office | P1 | Closed | — | — | n/a |
| CAL266-101153 | 17 Jun 2026 | Service Request | Distribution list change Email · TAG · Branch | P3 | Closed | 45.72 hr | 8.1 hr | Missed |
| CAL266-101152 | 17 Jun 2026 | Incident | Licence renewal Line of business app · BK · Remote | P3 | Resolved | 33.46 hr | 2.0 days | Missed |
| CAL266-101151 | 17 Jun 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 0.97 hr | 18.9 hr | Met |
| CAL266-101150 | 16 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P2 | Closed | 0.62 hr | 5.0 hr | Met |
| CAL266-101149 | 16 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 1.50 hr | 0.9 hr | Met |
| CAL266-101148 | 16 Jun 2026 | Service Request | Spoofed email reported Email · TAG · Remote | P3 | Resolved | 0.51 hr | 1.5 days | Met |
| CAL266-101147 | 15 Jun 2026 | Incident | Call quality issue Telephony · KB · Site 2 | P3 | Resolved | 30.61 hr | 1.3 days | Missed |
| CAL266-101146 | 15 Jun 2026 | Incident · excluded | Database timeout Line of business app · TAG · Remote | P3 | Resolved | — | — | n/a |
| CAL266-101145 | 15 Jun 2026 | Quote · excluded | Phishing report triage Security · KB · Branch | P3 | Closed | — | — | n/a |
| CAL266-101144 | 15 Jun 2026 | Service Request | Retention change Backup · KB · Head Office | P2 | Closed | 0.96 hr | 1.5 days | Met |
| CAL266-101143 | 12 Jun 2026 | Service Request | Voicemail not delivering Telephony · ML · Remote | P1 | Resolved | 1.13 hr | 3.4 hr | Met |
| CAL266-101142 | 11 Jun 2026 | Project · excluded | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| CAL266-101141 | 11 Jun 2026 | Incident · excluded | Database timeout Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| CAL266-101140 | 11 Jun 2026 | Service Request | Call quality issue Telephony · AB · Remote | P3 | Resolved | 0.26 hr | 2.0 days | Met |
| CAL266-101139 | 10 Jun 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 1.30 hr | 23.6 hr | Met |
| CAL266-101138 | 10 Jun 2026 | Incident | Retention change Backup · ML · Head Office | P4 | Resolved | 11.92 hr | 1.4 days | Missed |
| CAL266-101137 | 10 Jun 2026 | Incident | Restore request Backup · ML · Branch | P3 | Closed | 0.33 hr | 1.9 days | Met |
| CAL266-101136 | 10 Jun 2026 | Incident · excluded | Handset registration Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| CAL266-101135 | 09 Jun 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 5.54 hr | 1.3 days | Met |
| CAL266-101134 | 08 Jun 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | 5.09 hr | 16.5 hr | Met |
| CAL266-101133 | 05 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| CAL266-101132 | 05 Jun 2026 | Service Request | Message quarantined Email · ML · Remote | P3 | Closed | 5.92 hr | 18.4 hr | 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.