SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 156 records in this selection sit outside that — quotes, projects and planned installs, plus 66 calls billed time and materials. They stay visible for volume context.
Service performance
420 eligible records in this yearAverage first response
5.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.6%
38 call(s) over the 8-hour target
First-time fix
73.5%
Where the source records the field
Volume
Contract calls
420
576 calls logged in the period
Off contract
66
£19,777.5 chargeable
Open / closed
10 / 566
Across the selected period
Data-quality gaps
17
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
420
records
- Security52
- Printing49
- Telephony47
- Line of business app45
- Network43
- Microsoft 36542
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 420 | 5.24 hr | 90.6% | 38 | 156 |
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 | 63 | 6.16 hr | 89% | 7 |
| Anne-Marie Cable | 56 | 3.71 hr | 96% | 2 |
| Stacey Thomas | 38 | 6.13 hr | 86% | 5 |
| (Not recorded) | 35 | 3.63 hr | 91% | 3 |
| Barry Ebbs | 34 | 4.37 hr | 93% | 2 |
| Kelly Gregory | 30 | 6.50 hr | 93% | 2 |
| Chloe Dempsey | 29 | 4.26 hr | 89% | 3 |
| Damian Armstrong | 29 | 2.77 hr | 93% | 2 |
| Daniel Blacker | 24 | 1.63 hr | 96% | 1 |
| Julie Herbert | 23 | 2.30 hr | 95% | 1 |
| Phil Jenkins | 22 | 11.42 hr | 76% | 5 |
| Rachael Parkin | 19 | 9.70 hr | 89% | 2 |
38 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 131.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305179 | Karen Taylor | Brother MFC-L8690 | 2026-07-30 11:13 | 139.42 hr | +131.4 | SE | Printer offline |
| 304685 | Phil Jenkins | Dell Latitude E7470 | 2026-01-06 09:44 | 138.69 hr | +130.7 | KB | Printer offline |
| 305030 | Rachael Parkin | Dell Latitude E7470 | 2026-05-29 15:30 | 127.79 hr | +119.8 | KB | Outlook not syncing |
| 305061 | Kelly Gregory | Apple MacBook Pro 14 | 2026-06-09 12:48 | 115.46 hr | +107.5 | BK | Voicemail not delivering |
| 304999 | Anne-Marie Cable | IGEL UD3 | 2026-05-18 14:31 | 83.20 hr | +75.2 | SE | Slow VPN |
| 305218 | Barry Ebbs | HP LaserJet M480 | 2026-08-12 10:14 | 47.13 hr | +39.1 | BK | OneDrive sync conflict |
| 305185 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-07-31 17:07 | 46.17 hr | +38.2 | BK | OneDrive sync conflict |
| 304718 | Stacey Thomas | HP EliteBook 840 G9 | 2026-01-24 17:41 | 42.76 hr | +34.8 | SE | Licence renewal |
| 304676 | Aiden Higgins | Dell OptiPlex 7010 | 2026-01-02 11:41 | 40.61 hr | +32.6 | AB | Phishing report triage |
| 305114 | Stacey Thomas | IGEL UD3 | 2026-06-30 16:15 | 39.97 hr | +32.0 | KB | Handset registration |
| 304938 | Aiden Higgins | Apple MacBook Pro 14 | 2026-04-22 11:07 | 39.43 hr | +31.4 | KB | Phishing report triage |
| 305241 | Stacey Thomas | HP ProBook 450 G6 | 2026-08-24 08:57 | 37.99 hr | +30.0 | BK | Site offline |
| 304768 | Barry Ebbs | Dell PowerEdge R750 | 2026-02-12 14:39 | 37.59 hr | +29.6 | ML | Call quality issue |
| 304950 | Stacey Thomas | Apple MacBook Pro 14 | 2026-04-24 11:26 | 36.53 hr | +28.5 | TAG | Mailbox delegation |
| 304698 | Damian Armstrong | Apple MacBook Air M2 | 2026-01-14 14:06 | 34.42 hr | +26.4 | AB | Suspicious sign-in review |
| 304672 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-01-01 11:07 | 34.35 hr | +26.4 | ML | Permission change |
| 304959 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-04-29 10:06 | 32.83 hr | +24.8 | ML | Name change request |
| 304684 | (Not recorded) | Samsung Galaxy S23 | 2026-01-06 15:52 | 32.48 hr | +24.5 | KB | Permission change |
| 304840 | Karen Taylor | Dell OptiPlex 7010 | 2026-03-12 10:15 | 31.45 hr | +23.4 | AB | Endpoint alert investigation |
| 305188 | Karen Taylor | Dell OptiPlex 7010 | 2026-08-03 15:34 | 31.30 hr | +23.3 | SE | Restore request |
| 304790 | Karen Taylor | HP EliteBook 840 G9 | 2026-02-20 09:55 | 29.07 hr | +21.1 | BK | Printer offline |
| 305046 | Karen Taylor | Samsung Galaxy S23 | 2026-06-03 14:14 | 23.87 hr | +15.9 | TAG | SharePoint permission request |
| 304957 | Phil Jenkins | HP ProDesk 400 G7 | 2026-04-29 09:09 | 20.41 hr | +12.4 | TAG | Database timeout |
| 305181 | Phil Jenkins | Dell OptiPlex 7010 | 2026-07-30 08:06 | 18.67 hr | +10.7 | AB | Slow VPN |
| 304981 | Karen Taylor | Cisco CBS350-24P | 2026-05-08 11:23 | 17.41 hr | +9.4 | SE | New printer driver rollout |
| 304767 | Karen Taylor | HP EliteBook 840 G9 | 2026-02-12 17:49 | 11.54 hr | +3.5 | BK | New extension setup |
| 304956 | Julie Herbert | HP ProBook 450 G6 | 2026-04-28 09:27 | 10.98 hr | +3.0 | ML | Screen flickering |
| 305108 | Rachael Parkin | Apple iPhone 12 | 2026-06-29 10:25 | 10.83 hr | +2.8 | BK | Wi-Fi dropouts in warehouse |
| 305191 | Kelly Gregory | HP ProBook 450 G6 | 2026-08-03 16:23 | 10.69 hr | +2.7 | TAG | Backup job failed |
| 305103 | Phil Jenkins | Apple MacBook Air M2 | 2026-06-28 10:45 | 10.01 hr | +2.0 | AB | Suspicious sign-in review |
| 305106 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-06-29 11:24 | 9.81 hr | +1.8 | ML | MFA reset |
| 304854 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-03-17 14:36 | 9.63 hr | +1.6 | ML | New printer driver rollout |
| 304905 | Stacey Thomas | Dell OptiPlex 3050 | 2026-04-06 13:27 | 9.50 hr | +1.5 | SE | MFA reset |
| 305131 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-07-07 11:29 | 9.29 hr | +1.3 | SE | New printer driver rollout |
| 305202 | (Not recorded) | HP ProDesk 400 G7 | 2026-08-06 11:47 | 8.83 hr | +0.8 | TAG | Application crash on launch |
| 305005 | Chloe Dempsey | Apple MacBook Air M2 | 2026-05-20 08:11 | 8.70 hr | +0.7 | ML | SharePoint permission request |
| 304682 | Daniel Blacker | Apple iPhone 12 | 2026-01-06 15:20 | 8.55 hr | +0.6 | SE | Spoofed email reported |
| 305159 | (Not recorded) | Apple MacBook Pro 14 | 2026-07-17 09:00 | 8.55 hr | +0.6 | BK | Replacement keyboard |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 15 | 23 Feb 2026 – 05 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 13 | 06 Feb 2026 – 13 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 12 | 06 Jan 2026 – 07 Aug 2026 |
| Karen Taylor | Telephony | 12 | 15 Jan 2026 – 21 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 10 | 22 Jan 2026 – 28 Jul 2026 |
| Julie Herbert | Monitoring / server / security | 10 | 02 Feb 2026 – 25 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 10 | 04 Feb 2026 – 13 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 9 | 01 Jan 2026 – 24 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Email / Microsoft 365 | 14 | 07 Feb 2026 – 02 Jul 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 11 | 14 Jan 2026 – 07 Aug 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 10 | 01 Jan 2026 – 21 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 10 | 16 Jan 2026 – 05 Aug 2026 |
| HP EliteBook 840 G9 | Printing | 9 | 09 Jan 2026 – 09 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 9 | 12 Jan 2026 – 25 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 9 | 19 Jan 2026 – 06 Jul 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 9 | 19 Jan 2026 – 11 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
576 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| CAL857-101777 | 25 Aug 2026 | Incident | Mailbox delegation Email · AB · Remote | P1 | Resolved | 0.55 hr | 3.8 hr | Met |
| CAL857-101776 | 25 Aug 2026 | Service Request | MFA reset Security · SE · Head Office | P3 | Closed | 0.41 hr | 2.3 days | Met |
| CAL857-101775 | 25 Aug 2026 | Project · excluded | New starter setup User admin · KB · Head Office | P4 | In Progress | — | — | n/a |
| CAL857-101774 | 25 Aug 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Head Office | P4 | In Progress | — | — | n/a |
| CAL857-101773 | 24 Aug 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Open | — | — | n/a |
| CAL857-101772 | 24 Aug 2026 | Incident | Switch port fault Network · ML · Remote | P4 | Closed | 2.52 hr | 1.4 days | Met |
| CAL857-101771 | 24 Aug 2026 | Change | Site offline Network · BK · Head Office | P1 | Closed | 37.99 hr | 9.1 hr | Missed |
| CAL857-101770 | 24 Aug 2026 | Incident | Docking station not detected Hardware · KB · Branch | P2 | Resolved | 2.81 hr | 1.4 days | Met |
| CAL857-101769 | 21 Aug 2026 | Planned Install · excluded | New printer driver rollout Printing · AB · Remote | P3 | In Progress | — | — | n/a |
| CAL857-101768 | 21 Aug 2026 | Planned Install · excluded | Restore request Backup · ML · Remote | P3 | In Progress | — | — | n/a |
| CAL857-101767 | 21 Aug 2026 | Incident | Voicemail not delivering Telephony · ML · Site 2 | P3 | Resolved | 3.79 hr | 1.7 days | Met |
| CAL857-101766 | 21 Aug 2026 | Incident | Site offline Network · BK · Head Office | P3 | Resolved | 0.37 hr | 5.6 hr | Met |
| CAL857-101765 | 20 Aug 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P3 | In Progress | — | — | n/a |
| CAL857-101764 | 20 Aug 2026 | Service Request | Permission change User admin · TAG · Branch | P3 | Resolved | 5.31 hr | 2.6 hr | Met |
| CAL857-101763 | 20 Aug 2026 | Service Request | Name change request User admin · ML · Remote | P4 | Resolved | 1.83 hr | 1.8 days | Met |
| CAL857-101762 | 19 Aug 2026 | Incident | Call quality issue Telephony · BK · Head Office | P4 | Closed | 0.89 hr | 1.0 days | Met |
| CAL857-101761 | 18 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P2 | Resolved | 0.69 hr | 1.3 days | Met |
| CAL857-101760 | 17 Aug 2026 | Change | Retention change Backup · KB · Head Office | P3 | Closed | 6.62 hr | 2.5 days | Met |
| CAL857-101759 | 17 Aug 2026 | Incident | Restore request Backup · AB · Head Office | P3 | Resolved | 5.25 hr | 1.9 days | Met |
| CAL857-101758 | 17 Aug 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Remote | P4 | Resolved | — | — | n/a |
| CAL857-101757 | 17 Aug 2026 | Incident | Screen flickering Hardware · SE · Branch | P3 | Closed | 1.03 hr | 1.3 days | Met |
| CAL857-101756 | 14 Aug 2026 | Service Request · excluded | New starter setup User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| CAL857-101755 | 14 Aug 2026 | Service Request · excluded | Name change request User admin · ML · Head Office | P2 | Closed | — | — | n/a |
| CAL857-101754 | 13 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 5.01 hr | 1.1 days | Met |
| CAL857-101753 | 13 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Resolved | 0.55 hr | 1.1 days | Met |
| CAL857-101752 | 13 Aug 2026 | Quote · excluded | Retention change Backup · AB · Remote | P3 | Closed | — | — | n/a |
| CAL857-101751 | 13 Aug 2026 | Service Request | Replacement keyboard Hardware · SE · Site 2 | P3 | Resolved | 3.04 hr | 6.1 hr | Met |
| CAL857-101750 | 12 Aug 2026 | Quote · excluded | Endpoint alert investigation Security · ML · Site 2 | P3 | In Progress | — | — | n/a |
| CAL857-101749 | 12 Aug 2026 | Planned Install · excluded | Name change request User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| CAL857-101748 | 12 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | 47.13 hr | 1.4 days | Missed |
| CAL857-101747 | 12 Aug 2026 | Incident | Backup job failed Backup · SE · Branch | P3 | Closed | 1.30 hr | 2.5 days | Met |
| CAL857-101746 | 12 Aug 2026 | Change · excluded | Printer offline Printing · TAG · Remote | P3 | Closed | — | — | n/a |
| CAL857-101745 | 11 Aug 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 0.93 hr | 1.8 days | Met |
| CAL857-101744 | 11 Aug 2026 | Incident | Phishing report triage Security · ML · Site 2 | P3 | Closed | 3.20 hr | 1.1 days | Met |
| CAL857-101743 | 11 Aug 2026 | Incident | Name change request User admin · KB · Remote | P2 | Resolved | 3.30 hr | 22.4 hr | Met |
| CAL857-101742 | 11 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Closed | 1.09 hr | 17.3 hr | Met |
| CAL857-101741 | 10 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 1.82 hr | 1.9 days | Met |
| CAL857-101740 | 10 Aug 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P2 | Closed | 0.14 hr | 12.1 hr | Met |
| CAL857-101739 | 10 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Closed | 1.29 hr | 10.3 hr | Met |
| CAL857-101738 | 10 Aug 2026 | Quote · excluded | Endpoint alert investigation Security · SE · Remote | P3 | Open | — | — | n/a |
| CAL857-101737 | 10 Aug 2026 | Incident · excluded | Suspicious sign-in review Security · SE · Branch | P4 | Resolved | — | — | n/a |
| CAL857-101736 | 10 Aug 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Resolved | 0.78 hr | 12.9 hr | Met |
| CAL857-101735 | 07 Aug 2026 | Service Request | Printer offline Printing · TAG · Head Office | P4 | Resolved | 5.34 hr | 21.7 hr | Met |
| CAL857-101734 | 07 Aug 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Resolved | 1.42 hr | 1.4 days | Met |
| CAL857-101733 | 07 Aug 2026 | Quote · excluded | Restore request Backup · BK · Head Office | P4 | In Progress | — | — | n/a |
| CAL857-101732 | 06 Aug 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 8.83 hr | 9.6 hr | Missed |
| CAL857-101731 | 05 Aug 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| CAL857-101730 | 05 Aug 2026 | Change | Leaver process User admin · KB · Remote | P4 | Closed | 0.36 hr | 1.9 days | Met |
| CAL857-101729 | 05 Aug 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Resolved | 0.61 hr | 2.0 days | Met |
| CAL857-101728 | 05 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Branch | P3 | Closed | 1.58 hr | 2.4 days | Met |
| CAL857-101727 | 05 Aug 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | 4.45 hr | 13.6 hr | Met |
| CAL857-101726 | 04 Aug 2026 | Quote · excluded | Phishing report triage Security · SE · Branch | P3 | Resolved | — | — | n/a |
| CAL857-101725 | 04 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Branch | P2 | Resolved | — | — | n/a |
| CAL857-101724 | 04 Aug 2026 | Project · excluded | Phishing report triage Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| CAL857-101723 | 04 Aug 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P4 | Closed | 4.19 hr | 12.4 hr | Met |
| CAL857-101722 | 04 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 1.91 hr | 18.5 hr | Met |
| CAL857-101721 | 03 Aug 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P2 | Resolved | 10.69 hr | 2.2 days | Missed |
| CAL857-101720 | 03 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | 0.16 hr | 1.9 days | Met |
| CAL857-101719 | 03 Aug 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 0.87 hr | 1.7 days | Met |
| CAL857-101718 | 03 Aug 2026 | Incident | Restore request Backup · SE · Remote | P3 | Closed | 31.30 hr | 11.7 hr | Missed |
| CAL857-101717 | 03 Aug 2026 | Incident | Site offline Network · ML · Remote | P3 | Resolved | 5.93 hr | 1.2 days | Met |
| CAL857-101716 | 31 Jul 2026 | Change | Toner replacement Printing · SE · Remote | P2 | Closed | 1.49 hr | 2.5 days | Met |
| CAL857-101715 | 31 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | 46.17 hr | 2.0 days | Missed |
| CAL857-101714 | 31 Jul 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Closed | 0.07 hr | 2.2 days | Met |
| CAL857-101713 | 31 Jul 2026 | Change · excluded | Printer offline Printing · SE · Branch | P4 | Closed | — | — | n/a |
| CAL857-101712 | 30 Jul 2026 | Planned Install · excluded | Screen flickering Hardware · ML · Remote | P3 | Closed | — | — | n/a |
| CAL857-101711 | 30 Jul 2026 | Service Request | Slow VPN Network · AB · Remote | P3 | Resolved | 18.67 hr | 21.1 hr | Missed |
| CAL857-101710 | 30 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P3 | Resolved | 1.16 hr | 9.4 hr | Met |
| CAL857-101709 | 30 Jul 2026 | Service Request | Printer offline Printing · SE · Head Office | P2 | Closed | 139.42 hr | 8.7 hr | Missed |
| CAL857-101708 | 29 Jul 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 1.38 hr | 1.4 days | Met |
| CAL857-101707 | 28 Jul 2026 | Change | Mailbox delegation Email · TAG · Head Office | P2 | Resolved | 5.63 hr | 2.5 hr | Met |
| CAL857-101706 | 28 Jul 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Resolved | 0.69 hr | 2.0 days | Met |
| CAL857-101705 | 28 Jul 2026 | Incident | Distribution list change Email · KB · Branch | P4 | Closed | 0.64 hr | 1.1 days | Met |
| CAL857-101704 | 28 Jul 2026 | Service Request · excluded | Toner replacement Printing · TAG · Branch | P2 | Resolved | — | — | n/a |
| CAL857-101703 | 27 Jul 2026 | Incident | Mailbox delegation Email · AB · Remote | P2 | Resolved | 3.13 hr | 2.3 days | Met |
| CAL857-101702 | 27 Jul 2026 | Incident | Backup job failed Backup · KB · Branch | P3 | Closed | 0.11 hr | 18.5 hr | Met |
| CAL857-101701 | 27 Jul 2026 | Incident | Permission change User admin · ML · Remote | P3 | Closed | 0.89 hr | 1.2 days | Met |
| CAL857-101700 | 24 Jul 2026 | Project · excluded | Backup capacity review Backup · AB · Head Office | P4 | Open | — | — | n/a |
| CAL857-101699 | 23 Jul 2026 | Incident · excluded | Handset registration Telephony · KB · Remote | P3 | Closed | — | — | n/a |
| CAL857-101698 | 23 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P4 | Closed | 1.43 hr | 3.4 hr | Met |
| CAL857-101697 | 22 Jul 2026 | Service Request | Permission change User admin · SE · Head Office | P2 | Closed | 0.50 hr | 1.3 days | Met |
| CAL857-101696 | 22 Jul 2026 | Service Request · excluded | Scan to email failing Printing · BK · Head Office | P4 | Closed | — | — | n/a |
| CAL857-101695 | 22 Jul 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Resolved | 4.49 hr | 2.3 days | Met |
| CAL857-101694 | 22 Jul 2026 | Service Request | New extension setup Telephony · TAG · Branch | P3 | Closed | 0.79 hr | 4.4 hr | Met |
| CAL857-101693 | 21 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 0.38 hr | 8.2 hr | Met |
| CAL857-101692 | 20 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P2 | Closed | 0.69 hr | 1.8 days | Met |
| CAL857-101691 | 20 Jul 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P3 | Closed | 1.46 hr | 1.7 days | Met |
| CAL857-101690 | 17 Jul 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P2 | Resolved | 1.35 hr | 6.3 hr | Met |
| CAL857-101689 | 17 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 8.55 hr | 15.9 hr | Missed |
| CAL857-101688 | 17 Jul 2026 | Incident | Site offline Network · AB · Head Office | P4 | Resolved | 4.39 hr | 23.4 hr | Met |
| CAL857-101687 | 17 Jul 2026 | Change | Permission change User admin · BK · Remote | P3 | Closed | 2.84 hr | 2.3 days | Met |
| CAL857-101686 | 16 Jul 2026 | Incident | Call quality issue Telephony · AB · Head Office | P3 | Closed | 0.30 hr | 13.8 hr | Met |
| CAL857-101685 | 16 Jul 2026 | Incident | Name change request User admin · SE · Remote | P3 | Resolved | 1.39 hr | 1.7 days | Met |
| CAL857-101684 | 16 Jul 2026 | Quote · excluded | Phishing report triage Security · SE · Branch | P3 | Closed | — | — | n/a |
| CAL857-101683 | 16 Jul 2026 | Change · excluded | Suspicious sign-in review Security · ML · Branch | P3 | Resolved | — | — | n/a |
| CAL857-101682 | 15 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Resolved | 5.49 hr | 13.8 hr | Met |
| CAL857-101681 | 15 Jul 2026 | Service Request · excluded | Slow VPN Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| CAL857-101680 | 15 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Closed | 5.52 hr | 2.5 days | Met |
| CAL857-101679 | 14 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Resolved | 4.54 hr | 19.3 hr | Met |
| CAL857-101678 | 14 Jul 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P3 | Closed | 0.63 hr | 2.2 days | Met |
| CAL857-101677 | 14 Jul 2026 | Service Request · excluded | Name change request User admin · TAG · Branch | P4 | Closed | — | — | n/a |
| CAL857-101676 | 13 Jul 2026 | Service Request · excluded | Laptop will not boot Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| CAL857-101675 | 10 Jul 2026 | Quote · excluded | Backup job failed Backup · TAG · Branch | P3 | Resolved | — | — | n/a |
| CAL857-101674 | 09 Jul 2026 | Incident | Printer offline Printing · SE · Head Office | P4 | Closed | 0.15 hr | 1.9 days | Met |
| CAL857-101673 | 09 Jul 2026 | Incident | MFA reset Security · SE · Branch | P3 | Resolved | 4.88 hr | 1.8 days | Met |
| CAL857-101672 | 09 Jul 2026 | Incident | Printer offline Printing · TAG · Branch | P3 | Resolved | 2.86 hr | 1.4 days | Met |
| CAL857-101671 | 09 Jul 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P2 | Resolved | 1.27 hr | 2.5 days | Met |
| CAL857-101670 | 09 Jul 2026 | Quote · excluded | Call quality issue Telephony · TAG · Branch | P2 | Resolved | — | — | n/a |
| CAL857-101669 | 08 Jul 2026 | Incident | Permission change User admin · ML · Remote | P3 | Closed | — | — | n/a |
| CAL857-101668 | 08 Jul 2026 | Service Request | Restore request Backup · SE · Remote | P3 | Closed | 1.18 hr | 17.4 hr | Met |
| CAL857-101667 | 08 Jul 2026 | Planned Install · excluded | MFA reset Security · SE · Remote | P3 | Closed | — | — | n/a |
| CAL857-101666 | 08 Jul 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P2 | Closed | 1.20 hr | 15.5 hr | Met |
| CAL857-101665 | 08 Jul 2026 | Quote · excluded | Toner replacement Printing · KB · Head Office | P2 | Resolved | — | — | n/a |
| CAL857-101664 | 07 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P1 | Closed | 2.08 hr | 3.7 hr | Met |
| CAL857-101663 | 07 Jul 2026 | Service Request | Distribution list change Email · BK · Branch | P3 | Resolved | 3.79 hr | 1.1 days | Met |
| CAL857-101662 | 07 Jul 2026 | Incident | Spoofed email reported Email · TAG · Branch | P2 | Resolved | 2.91 hr | 1.8 days | Met |
| CAL857-101661 | 07 Jul 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 9.29 hr | 21.7 hr | Missed |
| CAL857-101660 | 06 Jul 2026 | Incident | Database timeout Line of business app · TAG · Branch | P2 | Resolved | 1.91 hr | 1.6 days | Met |
| CAL857-101659 | 06 Jul 2026 | Incident | Leaver process User admin · SE · Branch | P3 | Closed | 2.54 hr | 7.3 hr | Met |
| CAL857-101658 | 06 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 5.66 hr | 9.6 hr | Met |
| CAL857-101657 | 06 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.87 hr | 23.4 hr | Met |
| CAL857-101656 | 06 Jul 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P4 | Closed | 3.36 hr | 1.2 days | Met |
| CAL857-101655 | 03 Jul 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 0.88 hr | 2.1 days | Met |
| CAL857-101654 | 03 Jul 2026 | Incident | Report not generating Line of business app · AB · Remote | P3 | Closed | 5.79 hr | 1.1 days | Met |
| CAL857-101653 | 03 Jul 2026 | Planned Install · excluded | Application crash on launch Line of business app · SE · Head Office | P2 | Closed | — | — | n/a |
| CAL857-101652 | 03 Jul 2026 | Service Request | Replacement keyboard Hardware · KB · Remote | P4 | Closed | 1.07 hr | 1.5 days | Met |
| CAL857-101651 | 02 Jul 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Resolved | 7.52 hr | 23.7 hr | Met |
| CAL857-101650 | 02 Jul 2026 | Incident | Spoofed email reported Email · AB · Remote | P4 | Resolved | 0.74 hr | 1.5 days | Met |
| CAL857-101649 | 02 Jul 2026 | Incident | Retention change Backup · SE · Head Office | P2 | Closed | 1.43 hr | 12.1 hr | Met |
| CAL857-101648 | 02 Jul 2026 | Incident | New extension setup Telephony · TAG · Head Office | P3 | Resolved | 0.51 hr | 2.5 hr | Met |
| CAL857-101647 | 01 Jul 2026 | Service Request | Docking station not detected Hardware · BK · Remote | P2 | Resolved | 0.05 hr | 18.0 hr | Met |
| CAL857-101646 | 01 Jul 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | 1.14 hr | 13.3 hr | Met |
| CAL857-101645 | 01 Jul 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 0.37 hr | 11.9 hr | Met |
| CAL857-101644 | 30 Jun 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Resolved | 39.97 hr | 1.2 hr | Missed |
| CAL857-101643 | 30 Jun 2026 | Quote · excluded | Report not generating Line of business app · ML · Site 2 | P2 | Closed | — | — | n/a |
| CAL857-101642 | 30 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Branch | P3 | Closed | 1.96 hr | 17.6 hr | Met |
| CAL857-101641 | 30 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Site 2 | P4 | Closed | 0.70 hr | 2.3 days | Met |
| CAL857-101640 | 30 Jun 2026 | Incident | Report not generating Line of business app · AB · Remote | P3 | Closed | 0.42 hr | 20.6 hr | Met |
| CAL857-101639 | 29 Jun 2026 | Quote · excluded | Licence renewal Line of business app · KB · Head Office | P4 | Resolved | — | — | n/a |
| CAL857-101638 | 29 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 10.83 hr | 1.5 days | Missed |
| CAL857-101637 | 29 Jun 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 3.87 hr | 2.0 days | Met |
| CAL857-101636 | 29 Jun 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Resolved | 9.81 hr | 2.1 days | Missed |
| CAL857-101635 | 29 Jun 2026 | Change | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | 0.13 hr | 20.7 hr | Met |
| CAL857-101634 | 28 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 0.62 hr | 1.2 days | Met |
| CAL857-101633 | 28 Jun 2026 | Incident | Suspicious sign-in review Security · AB · Branch | P3 | Closed | 10.01 hr | 1.3 days | Missed |
| CAL857-101632 | 27 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Resolved | 0.31 hr | 4.3 hr | Met |
| CAL857-101631 | 26 Jun 2026 | Service Request · excluded | Site offline Network · KB · Head Office | P3 | Closed | — | — | n/a |
| CAL857-101630 | 25 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P4 | Closed | 0.98 hr | 5.4 hr | Met |
| CAL857-101629 | 25 Jun 2026 | Project · excluded | Replacement keyboard Hardware · SE · Remote | P3 | Closed | — | — | n/a |
| CAL857-101628 | 25 Jun 2026 | Change | Handset registration Telephony · SE · Site 2 | P3 | Closed | 0.29 hr | 1.5 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.