SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 135 records in this selection sit outside that — quotes, projects and planned installs, plus 55 calls billed time and materials. They stay visible for volume context.
Service performance
342 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.3%
42 call(s) over the 8-hour target
First-time fix
68.0%
Where the source records the field
Volume
Contract calls
342
477 calls logged in the period
Off contract
55
£17,393.25 chargeable
Open / closed
12 / 465
Across the selected period
Data-quality gaps
12
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
342
records
- Security46
- Microsoft 36542
- Line of business app37
- Printing36
- Telephony35
- Hardware34
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 342 | 5.74 hr | 87.3% | 42 | 135 |
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 | 47 | 2.89 hr | 91% | 4 |
| Anne-Marie Cable | 37 | 6.77 hr | 83% | 6 |
| (Not recorded) | 33 | 9.81 hr | 80% | 6 |
| Barry Ebbs | 28 | 4.28 hr | 96% | 1 |
| Stacey Thomas | 27 | 2.94 hr | 96% | 1 |
| Kelly Gregory | 26 | 4.97 hr | 88% | 3 |
| Daniel Blacker | 25 | 4.66 hr | 88% | 3 |
| Rachael Parkin | 21 | 3.11 hr | 95% | 1 |
| Aiden Higgins | 21 | 7.85 hr | 76% | 5 |
| Phil Jenkins | 20 | 11.97 hr | 83% | 3 |
| Julie Herbert | 20 | 2.36 hr | 90% | 2 |
| Damian Armstrong | 19 | 3.62 hr | 94% | 1 |
42 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 149.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309301 | (Not recorded) | HP EliteBook 840 G9 | 2026-02-26 13:51 | 157.40 hr | +149.4 | ML | Database timeout |
| 309607 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-07-30 13:39 | 114.96 hr | +107.0 | TAG | Teams sign-in loop |
| 309462 | Phil Jenkins | Apple MacBook Pro 14 | 2026-05-20 12:28 | 109.75 hr | +101.8 | TAG | Backup capacity review |
| 309355 | Barry Ebbs | Dell Latitude E7470 | 2026-03-30 11:31 | 73.57 hr | +65.6 | AB | New printer driver rollout |
| 309254 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-02-05 10:31 | 60.26 hr | +52.3 | KB | Suspicious sign-in review |
| 309444 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-05-12 10:03 | 47.51 hr | +39.5 | KB | Teams sign-in loop |
| 309449 | Kelly Gregory | Apple MacBook Air M2 | 2026-05-14 13:05 | 46.91 hr | +38.9 | TAG | Application crash on launch |
| 309525 | Phil Jenkins | Apple MacBook Air M2 | 2026-06-18 16:00 | 41.87 hr | +33.9 | BK | MFA reset |
| 309425 | Kelly Gregory | Samsung Galaxy A54 | 2026-04-30 09:13 | 41.74 hr | +33.7 | BK | Name change request |
| 309509 | Anne-Marie Cable | Dell Latitude 7420 | 2026-06-10 15:05 | 39.51 hr | +31.5 | TAG | New starter setup |
| 309628 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-08-07 12:30 | 37.21 hr | +29.2 | TAG | Switch port fault |
| 309552 | Aiden Higgins | Samsung Galaxy A54 | 2026-07-07 16:43 | 36.75 hr | +28.8 | AB | Report not generating |
| 309653 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-08-24 16:05 | 35.79 hr | +27.8 | BK | Application crash on launch |
| 309239 | Anne-Marie Cable | Apple iPhone 12 | 2026-01-30 11:51 | 35.22 hr | +27.2 | ML | Laptop will not boot |
| 309192 | Karen Taylor | HP EliteBook 840 G9 | 2026-01-09 12:32 | 35.12 hr | +27.1 | BK | Message quarantined |
| 309510 | Daniel Blacker | HP EliteBook 840 G9 | 2026-06-11 10:37 | 33.46 hr | +25.5 | SE | Licence renewal |
| 309197 | Damian Armstrong | Apple MacBook Air M2 | 2026-01-12 17:44 | 31.02 hr | +23.0 | ML | Call quality issue |
| 309341 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-03-20 10:10 | 30.16 hr | +22.2 | TAG | Licence renewal |
| 309311 | Chloe Dempsey | Dell Latitude E7470 | 2026-03-05 08:05 | 29.62 hr | +21.6 | TAG | Phishing report triage |
| 309277 | Daniel Blacker | Dell Latitude 7420 | 2026-02-17 14:32 | 29.55 hr | +21.6 | KB | MFA reset |
| 309250 | Stacey Thomas | Apple MacBook Air M2 | 2026-02-04 15:11 | 29.46 hr | +21.5 | ML | Endpoint alert investigation |
| 309274 | Phil Jenkins | Dell Latitude E7470 | 2026-02-16 11:35 | 29.37 hr | +21.4 | BK | Site offline |
| 309284 | Anne-Marie Cable | Dell Latitude 7420 | 2026-02-19 09:16 | 29.22 hr | +21.2 | BK | Voicemail not delivering |
| 309233 | Daniel Blacker | Dell Latitude 5440 | 2026-01-28 11:35 | 28.22 hr | +20.2 | AB | Name change request |
| 309480 | (Not recorded) | Dell Latitude 5440 | 2026-05-28 16:55 | 27.08 hr | +19.1 | KB | New extension setup |
| 309491 | Aiden Higgins | Dell Latitude 7420 | 2026-06-04 10:03 | 18.18 hr | +10.2 | ML | Mailbox delegation |
| 309257 | Chloe Dempsey | Apple iPhone 14 | 2026-02-06 09:49 | 17.42 hr | +9.4 | TAG | Backup job failed |
| 309443 | Aiden Higgins | HP ProDesk 400 G7 | 2026-05-11 10:09 | 12.53 hr | +4.5 | TAG | Backup capacity review |
| 309637 | Aiden Higgins | Apple iPhone 14 | 2026-08-14 16:20 | 11.89 hr | +3.9 | SE | Database timeout |
| 309630 | Karen Taylor | Kyocera ECOSYS M5526 | 2026-08-11 16:26 | 11.35 hr | +3.4 | BK | Distribution list change |
| 309386 | (Not recorded) | Apple iPhone 12 | 2026-04-13 12:20 | 10.92 hr | +2.9 | SE | New printer driver rollout |
| 309370 | Julie Herbert | Samsung Galaxy A54 | 2026-04-06 10:51 | 10.43 hr | +2.4 | ML | Phishing report triage |
| 309184 | Karen Taylor | HP EliteBook 840 G9 | 2026-01-05 13:05 | 10.28 hr | +2.3 | KB | OneDrive sync conflict |
| 309335 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-03-18 11:41 | 10.21 hr | +2.2 | ML | New printer driver rollout |
| 309393 | Julie Herbert | HP EliteBook 840 G9 | 2026-04-16 13:50 | 9.97 hr | +2.0 | AB | Name change request |
| 309465 | Karen Taylor | Apple MacBook Air M2 | 2026-05-20 15:55 | 9.59 hr | +1.6 | TAG | Site offline |
| 309188 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-01-07 10:15 | 9.19 hr | +1.2 | SE | Permission change |
| 309609 | Kelly Gregory | Dell Latitude 5440 | 2026-07-31 14:24 | 8.96 hr | +1.0 | KB | Scan to email failing |
| 309306 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-03-03 12:30 | 8.83 hr | +0.8 | KB | Replacement keyboard |
| 309256 | (Not recorded) | Aruba AP-515 | 2026-02-06 08:37 | 8.54 hr | +0.5 | KB | Teams sign-in loop |
| 309461 | (Not recorded) | Samsung Galaxy A54 | 2026-05-19 13:31 | 8.42 hr | +0.4 | BK | Phishing report triage |
| 309264 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-02-10 10:07 | 8.10 hr | +0.1 | ML | Licence renewal |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 12 | 05 Jan 2026 – 19 Aug 2026 |
| Daniel Blacker | Monitoring / server / security | 9 | 01 Jan 2026 – 02 Aug 2026 |
| Karen Taylor | Printing | 8 | 20 Jan 2026 – 22 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 7 | 16 Jan 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Telephony | 7 | 22 Jan 2026 – 24 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 7 | 28 Jan 2026 – 22 Jul 2026 |
| Anne-Marie Cable | Backup / restore | 7 | 09 Apr 2026 – 06 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 7 | 04 May 2026 – 10 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Monitoring / server / security | 9 | 21 Jan 2026 – 07 Jul 2026 |
| HP EliteBook 840 G9 | Line of business app | 8 | 01 Jan 2026 – 29 Jun 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 8 | 05 Jan 2026 – 30 Jul 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 8 | 14 Jan 2026 – 21 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 8 | 28 Jan 2026 – 17 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 8 | 04 Feb 2026 – 20 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 7 | 01 Jan 2026 – 03 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 7 | 05 Feb 2026 – 03 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
477 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| CAW320-101485 | 25 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Site 2 | P3 | In Progress | — | — | n/a |
| CAW320-101484 | 24 Aug 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 35.79 hr | 13.4 hr | Missed |
| CAW320-101483 | 22 Aug 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | In Progress | — | — | n/a |
| CAW320-101482 | 22 Aug 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 0.09 hr | 4.4 hr | Met |
| CAW320-101481 | 22 Aug 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Closed | 1.35 hr | 17.4 hr | Met |
| CAW320-101480 | 22 Aug 2026 | Incident · excluded | Suspicious sign-in review Security · SE · Remote | P4 | Open | — | — | n/a |
| CAW320-101479 | 21 Aug 2026 | Service Request | Docking station not detected Hardware · BK · Site 2 | P3 | Resolved | 1.20 hr | 2.5 days | Met |
| CAW320-101478 | 21 Aug 2026 | Quote · excluded | New extension setup Telephony · BK · Head Office | P3 | In Progress | — | — | n/a |
| CAW320-101477 | 20 Aug 2026 | Quote · excluded | Permission change User admin · SE · Branch | P2 | Closed | — | — | n/a |
| CAW320-101476 | 19 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Resolved | 0.64 hr | 1.9 days | Met |
| CAW320-101475 | 19 Aug 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Resolved | 1.26 hr | 1.9 days | Met |
| CAW320-101474 | 18 Aug 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Resolved | 1.46 hr | 5.5 hr | Met |
| CAW320-101473 | 17 Aug 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Closed | 2.04 hr | 9.3 hr | Met |
| CAW320-101472 | 17 Aug 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| CAW320-101471 | 17 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Head Office | P2 | In Progress | — | — | n/a |
| CAW320-101470 | 17 Aug 2026 | Planned Install · excluded | New printer driver rollout Printing · AB · Head Office | P2 | Closed | — | — | n/a |
| CAW320-101469 | 17 Aug 2026 | Quote · excluded | Database timeout Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| CAW320-101468 | 14 Aug 2026 | Incident | Database timeout Line of business app · SE · Branch | P3 | Closed | 11.89 hr | 2.3 days | Missed |
| CAW320-101467 | 13 Aug 2026 | Service Request | Printer offline Printing · TAG · Remote | P4 | Resolved | 2.54 hr | 1.3 days | Met |
| CAW320-101466 | 13 Aug 2026 | Incident | New starter setup User admin · AB · Head Office | P3 | Closed | 1.44 hr | 2.1 days | Met |
| CAW320-101465 | 13 Aug 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P3 | Resolved | 0.60 hr | 2.3 days | Met |
| CAW320-101464 | 13 Aug 2026 | Service Request | New extension setup Telephony · TAG · Branch | P3 | Closed | 1.25 hr | 19.4 hr | Met |
| CAW320-101463 | 12 Aug 2026 | Quote · excluded | Name change request User admin · ML · Head Office | P4 | Closed | — | — | n/a |
| CAW320-101462 | 11 Aug 2026 | Service Request · excluded | Slow VPN Network · BK · Branch | P4 | Resolved | — | — | n/a |
| CAW320-101461 | 11 Aug 2026 | Change | Distribution list change Email · BK · Head Office | P3 | Resolved | 11.35 hr | 1.9 days | Missed |
| CAW320-101460 | 10 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P2 | Closed | 5.75 hr | 2.1 days | Met |
| CAW320-101459 | 07 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Resolved | 37.21 hr | 22.5 hr | Missed |
| CAW320-101458 | 06 Aug 2026 | Change | Restore request Backup · ML · Head Office | P3 | Resolved | 4.69 hr | 1.4 days | Met |
| CAW320-101457 | 06 Aug 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | 0.21 hr | 5.2 hr | Met |
| CAW320-101456 | 05 Aug 2026 | Incident · excluded | Handset registration Telephony · TAG · Head Office | P3 | Resolved | — | — | n/a |
| CAW320-101455 | 05 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P4 | Closed | 3.97 hr | 7.3 hr | Met |
| CAW320-101454 | 05 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| CAW320-101453 | 05 Aug 2026 | Change | Application crash on launch Line of business app · AB · Head Office | P4 | Closed | 4.08 hr | 1.8 days | Met |
| CAW320-101452 | 04 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P4 | Open | — | — | n/a |
| CAW320-101451 | 03 Aug 2026 | Incident | Phishing report triage Security · KB · Head Office | P4 | Closed | 0.25 hr | 1.4 days | Met |
| CAW320-101450 | 03 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Remote | P4 | Closed | 2.22 hr | 23.6 hr | Met |
| CAW320-101449 | 03 Aug 2026 | Service Request | Distribution list change Email · BK · Head Office | P2 | Resolved | — | — | n/a |
| CAW320-101448 | 03 Aug 2026 | Project · excluded | Spoofed email reported Email · ML · Head Office | P3 | Open | — | — | n/a |
| CAW320-101447 | 02 Aug 2026 | Incident | Docking station not detected Hardware · BK · Remote | P3 | Closed | 4.78 hr | 1.6 days | Met |
| CAW320-101446 | 02 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | 1.11 hr | 23.3 hr | Met |
| CAW320-101445 | 01 Aug 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P4 | Closed | 0.60 hr | 11.6 hr | Met |
| CAW320-101444 | 01 Aug 2026 | Change | MFA reset Security · TAG · Head Office | P3 | Resolved | 1.53 hr | 1.5 days | Met |
| CAW320-101443 | 31 Jul 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 0.72 hr | 5.1 hr | Met |
| CAW320-101442 | 31 Jul 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P2 | Resolved | 1.15 hr | 1.2 days | Met |
| CAW320-101441 | 31 Jul 2026 | Quote · excluded | Database timeout Line of business app · KB · Branch | P3 | Open | — | — | n/a |
| CAW320-101440 | 31 Jul 2026 | Change | Scan to email failing Printing · KB · Head Office | P3 | Resolved | 8.96 hr | 1.4 days | Missed |
| CAW320-101439 | 30 Jul 2026 | Service Request | Name change request User admin · BK · Head Office | P4 | Closed | 0.19 hr | 17.3 hr | Met |
| CAW320-101438 | 30 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | 114.96 hr | 23.5 hr | Missed |
| CAW320-101437 | 30 Jul 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Resolved | 1.50 hr | 1.4 days | Met |
| CAW320-101436 | 29 Jul 2026 | Quote · excluded | Licence renewal Line of business app · ML · Remote | P4 | Closed | — | — | n/a |
| CAW320-101435 | 29 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Head Office | P4 | In Progress | — | — | n/a |
| CAW320-101434 | 28 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P1 | Closed | 4.45 hr | 8.3 hr | Met |
| CAW320-101433 | 27 Jul 2026 | Service Request · excluded | Leaver process User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| CAW320-101432 | 27 Jul 2026 | Incident | MFA reset Security · AB · Remote | P3 | Resolved | — | — | n/a |
| CAW320-101431 | 27 Jul 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 3.39 hr | 20.1 hr | Met |
| CAW320-101430 | 24 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Closed | 5.49 hr | 1.2 days | Met |
| CAW320-101429 | 24 Jul 2026 | Change | Toner replacement Printing · TAG · Branch | P3 | Resolved | 0.60 hr | 2.3 days | Met |
| CAW320-101428 | 24 Jul 2026 | Project · excluded | Retention change Backup · KB · Remote | P4 | Open | — | — | n/a |
| CAW320-101427 | 24 Jul 2026 | Quote · excluded | Slow VPN Network · ML · Head Office | P4 | Resolved | — | — | n/a |
| CAW320-101426 | 24 Jul 2026 | Incident | Licence renewal Line of business app · ML · Branch | P3 | Closed | 4.70 hr | 7.7 hr | Met |
| CAW320-101425 | 23 Jul 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P3 | Resolved | 0.69 hr | 1.8 days | Met |
| CAW320-101424 | 23 Jul 2026 | Incident | Switch port fault Network · ML · Remote | P4 | Resolved | 0.17 hr | 2.4 hr | Met |
| CAW320-101423 | 23 Jul 2026 | Planned Install · excluded | Phishing report triage Security · KB · Site 2 | P3 | Open | — | — | n/a |
| CAW320-101422 | 22 Jul 2026 | Incident · excluded | Docking station not detected Hardware · SE · Head Office | P4 | Resolved | — | — | n/a |
| CAW320-101421 | 22 Jul 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 0.23 hr | 1.3 days | Met |
| CAW320-101420 | 21 Jul 2026 | Incident | Phishing report triage Security · SE · Branch | P3 | Resolved | 1.14 hr | 22.9 hr | Met |
| CAW320-101419 | 21 Jul 2026 | Change | Phishing report triage Security · ML · Head Office | P1 | Closed | 3.11 hr | 1.7 hr | Met |
| CAW320-101418 | 21 Jul 2026 | Quote · excluded | Retention change Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| CAW320-101417 | 21 Jul 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P3 | Closed | 0.64 hr | 2.0 days | Met |
| CAW320-101416 | 20 Jul 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P2 | Closed | 0.09 hr | 1.9 days | Met |
| CAW320-101415 | 20 Jul 2026 | Service Request | Phishing report triage Security · SE · Branch | P3 | Closed | 0.99 hr | 1.4 days | Met |
| CAW320-101414 | 20 Jul 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Resolved | 0.49 hr | 23.1 hr | Met |
| CAW320-101413 | 17 Jul 2026 | Service Request · excluded | Printer offline Printing · ML · Site 2 | P3 | Resolved | — | — | n/a |
| CAW320-101412 | 16 Jul 2026 | Incident | Restore request Backup · TAG · Remote | P4 | Resolved | 5.07 hr | 23.9 hr | Met |
| CAW320-101411 | 16 Jul 2026 | Project · excluded | Voicemail not delivering Telephony · TAG · Remote | P2 | In Progress | — | — | n/a |
| CAW320-101410 | 15 Jul 2026 | Incident | Call quality issue Telephony · ML · Branch | P3 | Closed | 1.44 hr | 2.1 days | Met |
| CAW320-101409 | 15 Jul 2026 | Incident | Screen flickering Hardware · BK · Remote | P4 | Closed | 1.31 hr | 2.2 days | Met |
| CAW320-101408 | 15 Jul 2026 | Service Request · excluded | Replacement keyboard Hardware · KB · Branch | P3 | Resolved | — | — | n/a |
| CAW320-101407 | 15 Jul 2026 | Change | Scan to email failing Printing · ML · Site 2 | P2 | Resolved | 1.04 hr | 1.6 hr | Met |
| CAW320-101406 | 14 Jul 2026 | Service Request | Handset registration Telephony · AB · Head Office | P3 | Closed | 0.61 hr | 1.8 days | Met |
| CAW320-101405 | 14 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P2 | Resolved | 0.76 hr | 2.1 days | Met |
| CAW320-101404 | 14 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P4 | Closed | 0.39 hr | 1.4 days | Met |
| CAW320-101403 | 14 Jul 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · KB · Remote | P3 | Resolved | — | — | n/a |
| CAW320-101402 | 14 Jul 2026 | Incident | Name change request User admin · AB · Head Office | P2 | Closed | 1.91 hr | 2.0 days | Met |
| CAW320-101401 | 13 Jul 2026 | Service Request | Printer offline Printing · SE · Head Office | P3 | Resolved | 0.88 hr | 2.3 days | Met |
| CAW320-101400 | 13 Jul 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P2 | Resolved | 1.03 hr | 18.5 hr | Met |
| CAW320-101399 | 13 Jul 2026 | Incident | Handset registration Telephony · ML · Site 2 | P3 | Resolved | 1.10 hr | 11.9 hr | Met |
| CAW320-101398 | 12 Jul 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P4 | Closed | 5.31 hr | 1.5 days | Met |
| CAW320-101397 | 12 Jul 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Closed | 2.68 hr | 1.8 days | Met |
| CAW320-101396 | 12 Jul 2026 | Change | Database timeout Line of business app · KB · Head Office | P3 | Closed | 0.59 hr | 1.4 days | Met |
| CAW320-101395 | 12 Jul 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P1 | Closed | 1.27 hr | 2.7 hr | Met |
| CAW320-101394 | 10 Jul 2026 | Service Request | Toner replacement Printing · ML · Remote | P4 | Closed | 1.17 hr | 1.6 days | Met |
| CAW320-101393 | 10 Jul 2026 | Incident | Backup capacity review Backup · ML · Head Office | P4 | Resolved | 1.79 hr | 19.4 hr | Met |
| CAW320-101392 | 09 Jul 2026 | Incident | Name change request User admin · ML · Head Office | P2 | Resolved | 4.47 hr | 1.6 days | Met |
| CAW320-101391 | 09 Jul 2026 | Planned Install · excluded | Printer offline Printing · ML · Head Office | P4 | Closed | — | — | n/a |
| CAW320-101390 | 09 Jul 2026 | Incident | Endpoint alert investigation Security · AB · Branch | P4 | Closed | 0.78 hr | 1.9 days | Met |
| CAW320-101389 | 09 Jul 2026 | Quote · excluded | Backup capacity review Backup · KB · Remote | P4 | Resolved | — | — | n/a |
| CAW320-101388 | 09 Jul 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P2 | Resolved | 0.21 hr | 1.5 days | Met |
| CAW320-101387 | 08 Jul 2026 | Incident | Mailbox delegation Email · ML · Site 2 | P4 | Resolved | 2.35 hr | 10.4 hr | Met |
| CAW320-101386 | 08 Jul 2026 | Quote · excluded | Retention change Backup · TAG · Head Office | P2 | Closed | — | — | n/a |
| CAW320-101385 | 08 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 0.49 hr | 20.8 hr | Met |
| CAW320-101384 | 08 Jul 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · TAG · Branch | P4 | Resolved | — | — | n/a |
| CAW320-101383 | 07 Jul 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P2 | Closed | 36.75 hr | 4.4 hr | Missed |
| CAW320-101382 | 07 Jul 2026 | Service Request | Suspicious sign-in review Security · TAG · Branch | P2 | Closed | 0.30 hr | 2.3 days | Met |
| CAW320-101381 | 06 Jul 2026 | Incident | New starter setup User admin · TAG · Head Office | P4 | Closed | 1.20 hr | 22.1 hr | Met |
| CAW320-101380 | 06 Jul 2026 | Service Request | Phishing report triage Security · BK · Branch | P3 | Resolved | 0.93 hr | 1.1 days | Met |
| CAW320-101379 | 03 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Resolved | 0.83 hr | 1.0 days | Met |
| CAW320-101378 | 03 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | — | — | n/a |
| CAW320-101377 | 02 Jul 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Branch | P2 | Resolved | — | — | n/a |
| CAW320-101376 | 01 Jul 2026 | Incident | MFA reset Security · TAG · Branch | P3 | Closed | 3.38 hr | 1.7 days | Met |
| CAW320-101375 | 01 Jul 2026 | Planned Install · excluded | Scan to email failing Printing · BK · Remote | P3 | Closed | — | — | n/a |
| CAW320-101374 | 30 Jun 2026 | Incident | Leaver process User admin · TAG · Branch | P2 | Resolved | 4.89 hr | 1.2 hr | Met |
| CAW320-101373 | 30 Jun 2026 | Planned Install · excluded | Restore request Backup · TAG · Head Office | P4 | Resolved | — | — | n/a |
| CAW320-101372 | 30 Jun 2026 | Incident · excluded | Licence renewal Line of business app · AB · Branch | P4 | Closed | — | — | n/a |
| CAW320-101371 | 30 Jun 2026 | Incident | Handset registration Telephony · AB · Branch | P3 | Closed | 0.92 hr | 0.3 hr | Met |
| CAW320-101370 | 29 Jun 2026 | Service Request | Laptop will not boot Hardware · ML · Remote | P2 | Resolved | 2.67 hr | 15.6 hr | Met |
| CAW320-101369 | 29 Jun 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P4 | Resolved | 0.35 hr | 1.0 hr | Met |
| CAW320-101368 | 29 Jun 2026 | Incident | Restore request Backup · KB · Branch | P4 | Resolved | 1.95 hr | 21.1 hr | Met |
| CAW320-101367 | 26 Jun 2026 | Change | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 0.20 hr | 1.6 days | Met |
| CAW320-101366 | 25 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P2 | Resolved | — | — | n/a |
| CAW320-101365 | 25 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Closed | 0.47 hr | 1.6 hr | Met |
| CAW320-101364 | 24 Jun 2026 | Service Request | Permission change User admin · BK · Head Office | P3 | Closed | 2.03 hr | 10.4 hr | Met |
| CAW320-101363 | 24 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Branch | P4 | Resolved | 0.13 hr | 2.0 days | Met |
| CAW320-101362 | 23 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 5.15 hr | 1.3 days | Met |
| CAW320-101361 | 22 Jun 2026 | Service Request | Switch port fault Network · BK · Branch | P3 | Closed | 1.05 hr | 1.7 hr | Met |
| CAW320-101360 | 22 Jun 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Resolved | 0.07 hr | 1.8 days | Met |
| CAW320-101359 | 19 Jun 2026 | Incident · excluded | Toner replacement Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| CAW320-101358 | 19 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 0.24 hr | 2.5 days | Met |
| CAW320-101357 | 19 Jun 2026 | Incident | Switch port fault Network · BK · Branch | P3 | Closed | 0.48 hr | 8.9 hr | Met |
| CAW320-101356 | 18 Jun 2026 | Incident | MFA reset Security · BK · Remote | P4 | Closed | 41.87 hr | 2.2 days | Missed |
| CAW320-101355 | 18 Jun 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P2 | Resolved | 0.31 hr | 15.0 hr | Met |
| CAW320-101354 | 18 Jun 2026 | Incident | Suspicious sign-in review Security · BK · Site 2 | P2 | Resolved | — | — | n/a |
| CAW320-101353 | 18 Jun 2026 | Project · excluded | Call quality issue Telephony · BK · Remote | P4 | Closed | — | — | n/a |
| CAW320-101352 | 17 Jun 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Resolved | 1.19 hr | 2.5 days | Met |
| CAW320-101351 | 17 Jun 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 2.39 hr | 1.8 days | Met |
| CAW320-101350 | 16 Jun 2026 | Service Request | Leaver process User admin · KB · Site 2 | P3 | Closed | 0.17 hr | 17.1 hr | Met |
| CAW320-101349 | 16 Jun 2026 | Quote · excluded | Mailbox delegation Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| CAW320-101348 | 15 Jun 2026 | Incident | Toner replacement Printing · BK · Head Office | P4 | Closed | 1.25 hr | 17.0 hr | Met |
| CAW320-101347 | 15 Jun 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 0.19 hr | 1.9 days | Met |
| CAW320-101346 | 15 Jun 2026 | Service Request · excluded | Database timeout Line of business app · TAG · Head Office | P4 | Resolved | — | — | n/a |
| CAW320-101345 | 15 Jun 2026 | Incident | Printer offline Printing · BK · Remote | P3 | Closed | 0.50 hr | 17.7 hr | Met |
| CAW320-101344 | 15 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Site 2 | P4 | Closed | — | — | n/a |
| CAW320-101343 | 12 Jun 2026 | Service Request · excluded | Spoofed email reported Email · AB · Branch | P3 | Closed | — | — | n/a |
| CAW320-101342 | 11 Jun 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P4 | Closed | 2.86 hr | 2.0 days | Met |
| CAW320-101341 | 11 Jun 2026 | Incident | Licence renewal Line of business app · SE · Branch | P3 | Resolved | 33.46 hr | 2.1 days | Missed |
| CAW320-101340 | 10 Jun 2026 | Incident | New starter setup User admin · TAG · Site 2 | P3 | Closed | 39.51 hr | 1.2 days | Missed |
| CAW320-101339 | 10 Jun 2026 | Service Request · excluded | Printer offline Printing · BK · Remote | P4 | Closed | — | — | n/a |
| CAW320-101338 | 09 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| CAW320-101337 | 09 Jun 2026 | Quote · excluded | Database timeout Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| CAW320-101336 | 09 Jun 2026 | Incident | Screen flickering Hardware · SE · Remote | P4 | Closed | 1.09 hr | 2.3 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.