SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 40 records in this selection sit outside that — quotes, projects and planned installs, plus 16 calls billed time and materials. They stay visible for volume context.
Service performance
95 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.2%
10 call(s) over the 8-hour target
First-time fix
87.2%
Where the source records the field
Volume
Contract calls
95
135 calls logged in the period
Off contract
16
£5,301 chargeable
Open / closed
5 / 130
Across the selected period
Data-quality gaps
2
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
95
records
- Email18
- Network14
- Security11
- Microsoft 3659
- Telephony9
- Backup9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 95 | 4.05 hr | 89.2% | 10 | 40 |
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 | 16 | 3.16 hr | 94% | 1 |
| (Not recorded) | 12 | 8.39 hr | 83% | 2 |
| Kelly Gregory | 10 | 9.28 hr | 70% | 3 |
| Anne-Marie Cable | 10 | 1.84 hr | 89% | 1 |
| Daniel Blacker | 7 | 2.19 hr | 83% | 1 |
| Stacey Thomas | 6 | 1.34 hr | 100% | 0 |
| Phil Jenkins | 6 | 5.36 hr | 83% | 1 |
| Chloe Dempsey | 6 | 4.27 hr | 83% | 1 |
| Julie Herbert | 5 | 1.85 hr | 100% | 0 |
| Aiden Higgins | 5 | 2.07 hr | 100% | 0 |
| Barry Ebbs | 4 | 0.78 hr | 100% | 0 |
| Damian Armstrong | 4 | 1.29 hr | 100% | 0 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 70.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302291 | (Not recorded) | Dell Latitude 5440 | 2026-07-24 08:22 | 78.39 hr | +70.4 | KB | Call quality issue |
| 302301 | Kelly Gregory | Dell OptiPlex 3050 | 2026-08-14 17:39 | 36.18 hr | +28.2 | BK | Handset registration |
| 302307 | Kelly Gregory | Apple iPhone 12 | 2026-08-21 12:07 | 33.99 hr | +26.0 | AB | Restore request |
| 302276 | Phil Jenkins | HP ProBook 450 G6 | 2026-07-01 10:46 | 24.20 hr | +16.2 | BK | Suspicious sign-in review |
| 302190 | Karen Taylor | Apple iPhone 12 | 2026-01-30 14:58 | 15.86 hr | +7.9 | TAG | Suspicious sign-in review |
| 302294 | Kelly Gregory | Dell Latitude 5440 | 2026-07-28 15:20 | 11.95 hr | +4.0 | KB | Distribution list change |
| 302302 | (Not recorded) | Dell Latitude 5440 | 2026-08-17 08:40 | 10.90 hr | +2.9 | ML | Site offline |
| 302221 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-03-26 16:56 | 10.10 hr | +2.1 | KB | Report not generating |
| 302308 | Daniel Blacker | Dell Latitude 5440 | 2026-08-24 13:12 | 8.34 hr | +0.3 | AB | Slow VPN |
| 302214 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-03-12 08:42 | 8.04 hr | +0.0 | SE | Backup capacity review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Backup / restore | 6 | 22 Jan 2026 – 21 Aug 2026 |
| Phil Jenkins | Email / Microsoft 365 | 5 | 19 Feb 2026 – 20 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 02 Jan 2026 – 11 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 30 Jan 2026 – 29 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 17 Feb 2026 – 14 Jul 2026 |
| (Not recorded) | Telephony | 3 | 09 Jan 2026 – 24 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 05 Feb 2026 – 18 Jun 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 19 Mar 2026 – 17 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 6 | 19 Feb 2026 – 20 Aug 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 5 | 09 Mar 2026 – 06 Jul 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 4 | 02 Feb 2026 – 11 Jun 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 3 | 01 Jan 2026 – 28 Apr 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 17 Feb 2026 – 07 Jul 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 3 | 26 Mar 2026 – 24 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 3 | 08 May 2026 – 08 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 3 | 05 Jun 2026 – 27 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
135 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| CAL848-100420 | 25 Aug 2026 | Quote · excluded | Report not generating Line of business app · ML · Branch | P3 | In Progress | — | — | n/a |
| CAL848-100419 | 24 Aug 2026 | Incident | Slow VPN Network · AB · Head Office | P1 | Resolved | 8.34 hr | 14.8 hr | Missed |
| CAL848-100418 | 21 Aug 2026 | Incident | Restore request Backup · AB · Head Office | P2 | Closed | 33.99 hr | 16.0 hr | Missed |
| CAL848-100417 | 20 Aug 2026 | Incident | Distribution list change Email · BK · Site 2 | P3 | Closed | 3.94 hr | 15.7 hr | Met |
| CAL848-100416 | 20 Aug 2026 | Incident | Toner replacement Printing · TAG · Remote | P3 | In Progress | — | — | n/a |
| CAL848-100415 | 19 Aug 2026 | Incident | Handset registration Telephony · BK · Head Office | P4 | Resolved | 0.90 hr | 11.9 hr | Met |
| CAL848-100414 | 18 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P3 | Closed | 0.64 hr | 1.8 days | Met |
| CAL848-100413 | 17 Aug 2026 | Change | Site offline Network · ML · Branch | P1 | Closed | 10.90 hr | 5.1 hr | Missed |
| CAL848-100412 | 14 Aug 2026 | Change | Handset registration Telephony · BK · Head Office | P2 | Resolved | 36.18 hr | 4.7 hr | Missed |
| CAL848-100411 | 12 Aug 2026 | Incident | Toner replacement Printing · AB · Head Office | P3 | Resolved | 2.50 hr | 10.4 hr | Met |
| CAL848-100410 | 10 Aug 2026 | Project · excluded | Endpoint alert investigation Security · ML · Branch | P4 | Open | — | — | n/a |
| CAL848-100409 | 06 Aug 2026 | Quote · excluded | Site offline Network · SE · Remote | P3 | Open | — | — | n/a |
| CAL848-100408 | 03 Aug 2026 | Service Request | Restore request Backup · SE · Remote | P3 | Resolved | 2.51 hr | 1.5 days | Met |
| CAL848-100407 | 31 Jul 2026 | Incident · excluded | Distribution list change Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| CAL848-100406 | 29 Jul 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Closed | 0.44 hr | 6.4 hr | Met |
| CAL848-100405 | 28 Jul 2026 | Service Request | Distribution list change Email · KB · Head Office | P4 | Resolved | 11.95 hr | 2.1 days | Missed |
| CAL848-100404 | 28 Jul 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P3 | Resolved | 3.58 hr | 2.3 days | Met |
| CAL848-100403 | 27 Jul 2026 | Incident | Phishing report triage Security · TAG · Head Office | P2 | Closed | 0.10 hr | 1.5 days | Met |
| CAL848-100402 | 24 Jul 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Closed | 78.39 hr | 2.2 days | Missed |
| CAL848-100401 | 23 Jul 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P4 | In Progress | — | — | n/a |
| CAL848-100400 | 22 Jul 2026 | Service Request | Phishing report triage Security · TAG · Branch | P4 | Resolved | 4.10 hr | 1.7 days | Met |
| CAL848-100399 | 20 Jul 2026 | Incident · excluded | New extension setup Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100398 | 19 Jul 2026 | Incident | New starter setup User admin · ML · Remote | P3 | Closed | 5.25 hr | 1.9 days | Met |
| CAL848-100397 | 17 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Closed | 0.52 hr | 1.8 days | Met |
| CAL848-100396 | 15 Jul 2026 | Service Request | Distribution list change Email · KB · Head Office | P4 | Closed | 0.66 hr | 2.4 days | Met |
| CAL848-100395 | 14 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 3.99 hr | 2.2 days | Met |
| CAL848-100394 | 13 Jul 2026 | Service Request | Spoofed email reported Email · ML · Branch | P3 | Closed | 7.40 hr | 2.1 days | Met |
| CAL848-100393 | 10 Jul 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| CAL848-100392 | 08 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Remote | P4 | Closed | 1.05 hr | 5.0 hr | Met |
| CAL848-100391 | 07 Jul 2026 | Change | Mailbox delegation Email · KB · Head Office | P4 | Resolved | 0.89 hr | 2.1 days | Met |
| CAL848-100390 | 06 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 0.58 hr | 1.0 days | Met |
| CAL848-100389 | 03 Jul 2026 | Planned Install · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100388 | 02 Jul 2026 | Change · excluded | Endpoint alert investigation Security · BK · Head Office | P4 | Closed | — | — | n/a |
| CAL848-100387 | 01 Jul 2026 | Change | Suspicious sign-in review Security · BK · Head Office | P4 | Closed | 24.20 hr | 15.2 hr | Missed |
| CAL848-100386 | 29 Jun 2026 | Incident | New starter setup User admin · ML · Remote | P1 | Resolved | 0.89 hr | 1.0 hr | Met |
| CAL848-100385 | 26 Jun 2026 | Incident · excluded | Backup capacity review Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100384 | 24 Jun 2026 | Incident | Switch port fault Network · KB · Remote | P2 | Closed | 2.07 hr | 1.6 days | Met |
| CAL848-100383 | 19 Jun 2026 | Project · excluded | Retention change Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100382 | 18 Jun 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Resolved | 1.21 hr | 1.6 days | Met |
| CAL848-100381 | 17 Jun 2026 | Project · excluded | Leaver process User admin · BK · Remote | P3 | Resolved | — | — | n/a |
| CAL848-100380 | 15 Jun 2026 | Incident | New extension setup Telephony · BK · Remote | P2 | Resolved | 0.35 hr | 15.1 hr | Met |
| CAL848-100379 | 14 Jun 2026 | Service Request | Backup job failed Backup · TAG · Branch | P3 | Resolved | 0.21 hr | 2.3 days | Met |
| CAL848-100378 | 12 Jun 2026 | Change | Printer offline Printing · BK · Branch | P3 | Resolved | 0.52 hr | 14.7 hr | Met |
| CAL848-100377 | 11 Jun 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 1.10 hr | 1.2 days | Met |
| CAL848-100376 | 10 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Site 2 | P3 | Closed | — | — | n/a |
| CAL848-100375 | 09 Jun 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Resolved | 1.42 hr | 1.7 days | Met |
| CAL848-100374 | 08 Jun 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Closed | 0.06 hr | 1.5 days | Met |
| CAL848-100373 | 05 Jun 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 3.22 hr | 2.0 days | Met |
| CAL848-100372 | 04 Jun 2026 | Service Request | Leaver process User admin · ML · Branch | P3 | Closed | 2.55 hr | 1.3 days | Met |
| CAL848-100371 | 03 Jun 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Closed | 0.64 hr | 2.9 hr | Met |
| CAL848-100370 | 01 Jun 2026 | Project · excluded | Mailbox delegation Email · SE · Head Office | P2 | Resolved | — | — | n/a |
| CAL848-100369 | 29 May 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 1.14 hr | 1.6 days | Met |
| CAL848-100368 | 28 May 2026 | Incident | Scan to email failing Printing · BK · Site 2 | P4 | Resolved | 4.25 hr | 2.0 days | Met |
| CAL848-100367 | 25 May 2026 | Change | Distribution list change Email · BK · Head Office | P2 | Resolved | 1.18 hr | 1.9 days | Met |
| CAL848-100366 | 22 May 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P4 | Resolved | 4.87 hr | 2.4 days | Met |
| CAL848-100365 | 21 May 2026 | Service Request | Message quarantined Email · BK · Branch | P3 | Closed | 0.46 hr | 1.0 days | Met |
| CAL848-100364 | 20 May 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Closed | 0.70 hr | 17.1 hr | Met |
| CAL848-100363 | 19 May 2026 | Service Request · excluded | Report not generating Line of business app · TAG · Branch | P3 | Closed | — | — | n/a |
| CAL848-100362 | 17 May 2026 | Incident | Restore request Backup · AB · Head Office | P4 | Closed | 1.38 hr | 21.3 hr | Met |
| CAL848-100361 | 14 May 2026 | Incident | Phishing report triage Security · AB · Head Office | P2 | Resolved | 7.07 hr | 2.4 days | Met |
| CAL848-100360 | 13 May 2026 | Service Request | Distribution list change Email · AB · Head Office | P3 | Closed | 0.60 hr | 1.1 days | Met |
| CAL848-100359 | 12 May 2026 | Service Request | Name change request User admin · TAG · Head Office | P3 | Closed | 0.56 hr | 16.2 hr | Met |
| CAL848-100358 | 11 May 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P2 | Resolved | 0.68 hr | 1.9 days | Met |
| CAL848-100357 | 08 May 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P4 | Closed | 0.54 hr | 2.2 days | Met |
| CAL848-100356 | 07 May 2026 | Change | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 0.70 hr | 1.5 days | Met |
| CAL848-100355 | 06 May 2026 | Project · excluded | Restore request Backup · SE · Branch | P3 | Resolved | — | — | n/a |
| CAL848-100354 | 05 May 2026 | Incident | Mailbox delegation Email · ML · Branch | P3 | Resolved | 4.71 hr | 16.4 hr | Met |
| CAL848-100353 | 04 May 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| CAL848-100352 | 01 May 2026 | Incident · excluded | Name change request User admin · AB · Site 2 | P3 | Resolved | — | — | n/a |
| CAL848-100351 | 28 Apr 2026 | Incident | Mailbox delegation Email · BK · Remote | P4 | Resolved | 4.85 hr | 21.7 hr | Met |
| CAL848-100350 | 24 Apr 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P1 | Closed | 1.89 hr | 13.7 hr | Met |
| CAL848-100349 | 22 Apr 2026 | Quote · excluded | Report not generating Line of business app · AB · Branch | P2 | Closed | — | — | n/a |
| CAL848-100348 | 21 Apr 2026 | Incident · excluded | Call quality issue Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100347 | 20 Apr 2026 | Incident | Backup job failed Backup · SE · Remote | P3 | Closed | 5.02 hr | 1.7 days | Met |
| CAL848-100346 | 16 Apr 2026 | Change | Message quarantined Email · KB · Head Office | P4 | Closed | 0.99 hr | 7.7 hr | Met |
| CAL848-100345 | 14 Apr 2026 | Change | Licence renewal Line of business app · ML · Branch | P4 | Resolved | 0.19 hr | 5.7 hr | Met |
| CAL848-100344 | 13 Apr 2026 | Incident · excluded | Screen flickering Hardware · TAG · Branch | P4 | Resolved | — | — | n/a |
| CAL848-100343 | 10 Apr 2026 | Service Request | Restore request Backup · SE · Head Office | P4 | Closed | 0.92 hr | 21.1 hr | Met |
| CAL848-100342 | 09 Apr 2026 | Change · excluded | Voicemail not delivering Telephony · AB · Site 2 | P4 | Resolved | — | — | n/a |
| CAL848-100341 | 07 Apr 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P2 | Closed | 1.13 hr | 2.5 days | Met |
| CAL848-100340 | 07 Apr 2026 | Service Request | Message quarantined Email · KB · Head Office | P3 | Closed | 1.16 hr | 2.4 days | Met |
| CAL848-100339 | 06 Apr 2026 | Incident · excluded | Permission change User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| CAL848-100338 | 03 Apr 2026 | Incident | Report not generating Line of business app · KB · Site 2 | P3 | Closed | 1.44 hr | 8.6 hr | Met |
| CAL848-100337 | 02 Apr 2026 | Service Request · excluded | Screen flickering Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| CAL848-100336 | 31 Mar 2026 | Incident | Message quarantined Email · AB · Branch | P4 | Resolved | 1.27 hr | 1.5 days | Met |
| CAL848-100335 | 30 Mar 2026 | Quote · excluded | Report not generating Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100334 | 27 Mar 2026 | Incident | Licence renewal Line of business app · AB · Branch | P4 | Resolved | 0.12 hr | 1.2 days | Met |
| CAL848-100333 | 26 Mar 2026 | Service Request | Slow VPN Network · TAG · Branch | P4 | Resolved | 0.88 hr | 1.3 days | Met |
| CAL848-100332 | 26 Mar 2026 | Change | Report not generating Line of business app · KB · Site 2 | P3 | Closed | 10.10 hr | 1.6 days | Missed |
| CAL848-100331 | 24 Mar 2026 | Quote · excluded | Permission change User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100330 | 23 Mar 2026 | Service Request · excluded | Switch port fault Network · SE · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100329 | 19 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Remote | P2 | Resolved | 1.06 hr | 1.6 days | Met |
| CAL848-100328 | 18 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Resolved | 0.75 hr | 1.6 days | Met |
| CAL848-100327 | 16 Mar 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| CAL848-100326 | 13 Mar 2026 | Service Request | Switch port fault Network · BK · Branch | P1 | Resolved | 4.26 hr | 5.5 hr | Met |
| CAL848-100325 | 12 Mar 2026 | Service Request | Backup capacity review Backup · SE · Remote | P3 | Closed | 8.04 hr | 2.5 days | Missed |
| CAL848-100324 | 11 Mar 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | 1.18 hr | 13.6 hr | Met |
| CAL848-100323 | 10 Mar 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| CAL848-100322 | 09 Mar 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P3 | Closed | 1.32 hr | 10.7 hr | Met |
| CAL848-100321 | 06 Mar 2026 | Project · excluded | Call quality issue Telephony · BK · Head Office | P2 | Resolved | — | — | n/a |
| CAL848-100320 | 05 Mar 2026 | Service Request | Docking station not detected Hardware · ML · Remote | P2 | Closed | 1.43 hr | 9.9 hr | Met |
| CAL848-100319 | 04 Mar 2026 | Service Request | Docking station not detected Hardware · TAG · Remote | P3 | Closed | 3.84 hr | 1.4 days | Met |
| CAL848-100318 | 26 Feb 2026 | Incident | Phishing report triage Security · AB · Remote | P4 | Closed | 2.67 hr | 1.3 days | Met |
| CAL848-100317 | 25 Feb 2026 | Incident | Switch port fault Network · SE · Branch | P2 | Closed | 0.18 hr | 1.7 days | Met |
| CAL848-100316 | 24 Feb 2026 | Quote · excluded | Retention change Backup · TAG · Branch | P3 | Closed | — | — | n/a |
| CAL848-100315 | 20 Feb 2026 | Incident | Toner replacement Printing · KB · Remote | P2 | Resolved | 0.63 hr | 4.2 hr | Met |
| CAL848-100314 | 19 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Closed | 1.20 hr | 2.4 days | Met |
| CAL848-100313 | 19 Feb 2026 | Service Request · excluded | Spoofed email reported Email · ML · Head Office | P2 | Closed | — | — | n/a |
| CAL848-100312 | 18 Feb 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.52 hr | 2.2 days | Met |
| CAL848-100311 | 17 Feb 2026 | Change | Mailbox delegation Email · TAG · Head Office | P4 | Closed | 3.48 hr | 1.7 days | Met |
| CAL848-100310 | 17 Feb 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P4 | Closed | 4.20 hr | 2.0 days | Met |
| CAL848-100309 | 16 Feb 2026 | Change | Database timeout Line of business app · SE · Remote | P2 | Resolved | 0.30 hr | 3.4 hr | Met |
| CAL848-100308 | 13 Feb 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Remote | P3 | Resolved | — | — | n/a |
| CAL848-100307 | 10 Feb 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Closed | 2.20 hr | 4.6 hr | Met |
| CAL848-100306 | 09 Feb 2026 | Quote · excluded | Endpoint alert investigation Security · ML · Remote | P1 | Closed | — | — | n/a |
| CAL848-100305 | 06 Feb 2026 | Service Request | New starter setup User admin · BK · Branch | P3 | Resolved | 1.13 hr | 1.5 days | Met |
| CAL848-100304 | 05 Feb 2026 | Incident | Slow VPN Network · AB · Branch | P2 | Resolved | — | — | n/a |
| CAL848-100303 | 03 Feb 2026 | Change | Leaver process User admin · ML · Head Office | P3 | Resolved | 0.57 hr | 13.5 hr | Met |
| CAL848-100302 | 02 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Closed | 0.68 hr | 2.3 days | Met |
| CAL848-100301 | 30 Jan 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 15.86 hr | 0.4 hr | Missed |
| CAL848-100300 | 29 Jan 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P3 | Resolved | 0.12 hr | 20.2 hr | Met |
| CAL848-100299 | 27 Jan 2026 | Quote · excluded | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | — | — | n/a |
| CAL848-100298 | 22 Jan 2026 | Incident | Restore request Backup · TAG · Head Office | P2 | Resolved | 0.31 hr | 1.4 days | Met |
| CAL848-100297 | 21 Jan 2026 | Service Request | Database timeout Line of business app · BK · Branch | P4 | Closed | 0.86 hr | 2.0 days | Met |
| CAL848-100296 | 19 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Resolved | 0.37 hr | 22.2 hr | Met |
| CAL848-100295 | 15 Jan 2026 | Quote · excluded | Leaver process User admin · KB · Head Office | P2 | Resolved | — | — | n/a |
| CAL848-100294 | 14 Jan 2026 | Service Request | Spoofed email reported Email · KB · Branch | P3 | Closed | 0.59 hr | 1.3 days | Met |
| CAL848-100293 | 10 Jan 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| CAL848-100292 | 09 Jan 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Resolved | 0.16 hr | 2.0 days | Met |
| CAL848-100291 | 08 Jan 2026 | Incident · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| CAL848-100290 | 07 Jan 2026 | Service Request · excluded | Screen flickering Hardware · SE · Head Office | P3 | Resolved | — | — | n/a |
| CAL848-100289 | 06 Jan 2026 | Planned Install · excluded | Distribution list change Email · AB · Remote | P3 | Resolved | — | — | n/a |
| CAL848-100288 | 05 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Resolved | 1.35 hr | 2.2 days | Met |
| CAL848-100287 | 02 Jan 2026 | Service Request | Switch port fault Network · KB · Head Office | P3 | Resolved | 0.43 hr | 18.8 hr | Met |
| CAL848-100286 | 01 Jan 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Branch | P4 | Resolved | 1.03 hr | 1.0 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.