SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 80 records in this selection sit outside that — quotes, projects and planned installs, plus 34 calls billed time and materials. They stay visible for volume context.
Service performance
234 eligible records in this yearAverage first response
4.0 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
88.0%
27 call(s) over the 8-hour target
First-time fix
70.3%
Where the source records the field
Volume
Contract calls
234
314 calls logged in the period
Off contract
34
£10,813.5 chargeable
Open / closed
7 / 307
Across the selected period
Data-quality gaps
9
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
234
records
- Email32
- User admin29
- Hardware25
- Backup25
- Line of business app24
- Security23
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 234 | 4.00 hr | 88.0% | 27 | 80 |
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 | 38 | 4.13 hr | 89% | 4 |
| Anne-Marie Cable | 26 | 5.45 hr | 78% | 5 |
| Kelly Gregory | 22 | 2.38 hr | 95% | 1 |
| Stacey Thomas | 21 | 2.29 hr | 95% | 1 |
| (Not recorded) | 17 | 1.33 hr | 100% | 0 |
| Rachael Parkin | 16 | 6.85 hr | 71% | 4 |
| Chloe Dempsey | 16 | 4.75 hr | 87% | 2 |
| Barry Ebbs | 16 | 4.48 hr | 88% | 2 |
| Damian Armstrong | 15 | 4.60 hr | 93% | 1 |
| Julie Herbert | 15 | 4.70 hr | 79% | 3 |
| Phil Jenkins | 14 | 2.81 hr | 93% | 1 |
| Daniel Blacker | 13 | 5.12 hr | 83% | 2 |
27 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 30.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302445 | Anne-Marie Cable | Ubiquiti USW-Pro-24 | 2026-02-21 15:06 | 38.13 hr | +30.1 | TAG | Toner replacement |
| 302519 | Karen Taylor | Aruba AP-515 | 2026-04-19 16:13 | 37.29 hr | +29.3 | SE | New printer driver rollout |
| 302530 | Damian Armstrong | Aruba AP-515 | 2026-04-28 11:58 | 35.26 hr | +27.3 | AB | Replacement keyboard |
| 302422 | Rachael Parkin | Samsung Galaxy A54 | 2026-02-04 10:51 | 35.15 hr | +27.1 | TAG | Printer offline |
| 302485 | Daniel Blacker | HP EliteBook 840 G9 | 2026-03-23 16:40 | 32.79 hr | +24.8 | TAG | New starter setup |
| 302478 | Julie Herbert | Apple MacBook Pro 14 | 2026-03-16 10:50 | 31.47 hr | +23.5 | SE | Handset registration |
| 302407 | Karen Taylor | Lenovo ThinkPad T14 | 2026-01-26 14:21 | 30.67 hr | +22.7 | ML | Endpoint alert investigation |
| 302532 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-04-29 10:18 | 30.42 hr | +22.4 | TAG | New printer driver rollout |
| 302625 | Chloe Dempsey | Dell Latitude 7420 | 2026-07-17 15:05 | 26.98 hr | +19.0 | AB | Switch port fault |
| 302464 | Barry Ebbs | Kyocera ECOSYS M5526 | 2026-03-08 08:26 | 23.29 hr | +15.3 | TAG | Phishing report triage |
| 302635 | Barry Ebbs | HP ProBook 450 G6 | 2026-07-24 16:13 | 22.67 hr | +14.7 | KB | Docking station not detected |
| 302645 | Rachael Parkin | Dell OptiPlex 3050 | 2026-07-31 11:24 | 20.79 hr | +12.8 | KB | Licence renewal |
| 302652 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-08-06 13:58 | 11.86 hr | +3.9 | AB | SharePoint permission request |
| 302374 | Anne-Marie Cable | Dell Latitude 5440 | 2026-01-06 12:25 | 11.79 hr | +3.8 | TAG | Site offline |
| 302381 | Chloe Dempsey | Dell Latitude 7420 | 2026-01-08 10:55 | 11.69 hr | +3.7 | BK | Permission change |
| 302455 | Aiden Higgins | Apple iPhone 12 | 2026-03-02 12:17 | 11.03 hr | +3.0 | AB | Wi-Fi dropouts in warehouse |
| 302433 | Phil Jenkins | HP ProDesk 400 G7 | 2026-02-13 10:45 | 11.02 hr | +3.0 | KB | Teams sign-in loop |
| 302453 | Daniel Blacker | HP ProBook 450 G6 | 2026-02-27 13:49 | 10.99 hr | +3.0 | BK | Wi-Fi dropouts in warehouse |
| 302502 | Karen Taylor | Apple MacBook Pro 14 | 2026-04-06 08:33 | 10.70 hr | +2.7 | AB | Distribution list change |
| 302507 | Karen Taylor | Apple MacBook Air M2 | 2026-04-09 09:46 | 9.77 hr | +1.8 | KB | Scan to email failing |
| 302397 | Rachael Parkin | Apple MacBook Air M2 | 2026-01-19 17:56 | 9.12 hr | +1.1 | AB | Licence renewal |
| 302560 | Stacey Thomas | Dell PowerEdge R640 | 2026-05-27 15:17 | 8.85 hr | +0.8 | BK | Slow VPN |
| 302581 | Kelly Gregory | HP EliteBook 840 G9 | 2026-06-15 12:53 | 8.72 hr | +0.7 | KB | Licence renewal |
| 302538 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-05-05 09:17 | 8.69 hr | +0.7 | AB | Site offline |
| 302384 | Julie Herbert | Dell Latitude E7470 | 2026-01-10 15:02 | 8.51 hr | +0.5 | KB | Mailbox delegation |
| 302462 | Julie Herbert | HP EliteBook 840 G9 | 2026-03-06 15:57 | 8.50 hr | +0.5 | ML | Replacement keyboard |
| 302622 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-07-15 13:49 | 8.26 hr | +0.3 | BK | Permission change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 10 | 10 Jan 2026 – 24 Jun 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 7 | 13 Mar 2026 – 06 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 6 | 06 Jan 2026 – 02 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 6 | 20 Jan 2026 – 21 Aug 2026 |
| Karen Taylor | Hardware | 5 | 07 Jan 2026 – 14 May 2026 |
| Stacey Thomas | Email / Microsoft 365 | 5 | 09 Jan 2026 – 17 Jul 2026 |
| Barry Ebbs | Monitoring / server / security | 5 | 13 Jan 2026 – 11 Aug 2026 |
| Karen Taylor | User administration | 5 | 15 Jan 2026 – 28 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Monitoring / server / security | 6 | 13 Jan 2026 – 20 Jul 2026 |
| Dell Latitude E7470 | Backup / restore | 6 | 03 Feb 2026 – 24 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 6 | 01 Apr 2026 – 28 Jul 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 5 | 16 Jan 2026 – 28 Apr 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 5 | 11 Mar 2026 – 14 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 5 | 18 May 2026 – 25 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 4 | 09 Jan 2026 – 07 Aug 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 4 | 21 Jan 2026 – 28 Apr 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
314 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| CAW677-100986 | 25 Aug 2026 | Incident | Backup capacity review Backup · ML · Head Office | P4 | Open | — | — | n/a |
| CAW677-100985 | 25 Aug 2026 | Incident | Message quarantined Email · AB · Head Office | P4 | Closed | 1.28 hr | 2.4 days | Met |
| CAW677-100984 | 25 Aug 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 1.84 hr | 4.2 hr | Met |
| CAW677-100983 | 24 Aug 2026 | Service Request | Restore request Backup · BK · Head Office | P2 | Closed | 3.57 hr | 2.4 days | Met |
| CAW677-100982 | 24 Aug 2026 | Quote · excluded | Printer offline Printing · AB · Remote | P3 | In Progress | — | — | n/a |
| CAW677-100981 | 24 Aug 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P4 | Open | — | — | n/a |
| CAW677-100980 | 21 Aug 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Resolved | 1.48 hr | 2.1 days | Met |
| CAW677-100979 | 21 Aug 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 0.65 hr | 1.7 days | Met |
| CAW677-100978 | 20 Aug 2026 | Service Request | Handset registration Telephony · KB · Branch | P3 | Closed | 3.72 hr | 1.9 days | Met |
| CAW677-100977 | 20 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Branch | P1 | Closed | 1.45 hr | 6.7 hr | Met |
| CAW677-100976 | 20 Aug 2026 | Service Request | Retention change Backup · SE · Branch | P2 | Closed | 0.30 hr | 1.6 days | Met |
| CAW677-100975 | 19 Aug 2026 | Incident · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| CAW677-100974 | 18 Aug 2026 | Quote · excluded | Call quality issue Telephony · SE · Head Office | P3 | Open | — | — | n/a |
| CAW677-100973 | 17 Aug 2026 | Quote · excluded | Database timeout Line of business app · ML · Head Office | P3 | Resolved | — | — | n/a |
| CAW677-100972 | 14 Aug 2026 | Incident | Screen flickering Hardware · BK · Head Office | P2 | Resolved | 0.68 hr | 1.9 days | Met |
| CAW677-100971 | 14 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | 0.09 hr | 1.6 days | Met |
| CAW677-100970 | 13 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Resolved | 4.08 hr | 3.8 hr | Met |
| CAW677-100969 | 12 Aug 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 1.21 hr | 1.2 days | Met |
| CAW677-100968 | 11 Aug 2026 | Service Request | Scan to email failing Printing · AB · Remote | P4 | Closed | 7.52 hr | 10.6 hr | Met |
| CAW677-100967 | 11 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100966 | 11 Aug 2026 | Service Request | Suspicious sign-in review Security · AB · Branch | P3 | Resolved | 2.47 hr | 16.3 hr | Met |
| CAW677-100965 | 10 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | 5.25 hr | 1.3 days | Met |
| CAW677-100964 | 10 Aug 2026 | Incident | Screen flickering Hardware · TAG · Branch | P3 | Resolved | 0.11 hr | 2.1 days | Met |
| CAW677-100963 | 07 Aug 2026 | Service Request · excluded | Leaver process User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100962 | 07 Aug 2026 | Service Request | Backup capacity review Backup · KB · Remote | P3 | Closed | 5.07 hr | 1.5 hr | Met |
| CAW677-100961 | 07 Aug 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Closed | 0.85 hr | 2.4 days | Met |
| CAW677-100960 | 06 Aug 2026 | Change | Report not generating Line of business app · KB · Head Office | P1 | Closed | 4.91 hr | 2.9 hr | Met |
| CAW677-100959 | 06 Aug 2026 | Change | MFA reset Security · TAG · Head Office | P3 | Resolved | 2.03 hr | 1.6 days | Met |
| CAW677-100958 | 06 Aug 2026 | Change | SharePoint permission request Microsoft 365 · AB · Branch | P4 | Closed | 11.86 hr | 21.7 hr | Missed |
| CAW677-100957 | 05 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | 1.14 hr | 1.4 days | Met |
| CAW677-100956 | 05 Aug 2026 | Incident | Call quality issue Telephony · AB · Branch | P3 | Resolved | 1.11 hr | 16.1 hr | Met |
| CAW677-100955 | 03 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Closed | 0.24 hr | 1.9 days | Met |
| CAW677-100954 | 01 Aug 2026 | Incident | Message quarantined Email · AB · Remote | P2 | Resolved | 1.41 hr | 2.2 days | Met |
| CAW677-100953 | 31 Jul 2026 | Incident | Call quality issue Telephony · BK · Head Office | P1 | Closed | 0.10 hr | 16.4 hr | Met |
| CAW677-100952 | 31 Jul 2026 | Incident · excluded | Mailbox delegation Email · AB · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100951 | 31 Jul 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P4 | Closed | 20.79 hr | 0.4 hr | Missed |
| CAW677-100950 | 30 Jul 2026 | Planned Install · excluded | Report not generating Line of business app · TAG · Head Office | P2 | Open | — | — | n/a |
| CAW677-100949 | 30 Jul 2026 | Service Request | Retention change Backup · AB · Remote | P4 | Closed | 2.77 hr | 13.0 hr | Met |
| CAW677-100948 | 30 Jul 2026 | Incident | Name change request User admin · KB · Head Office | P2 | Closed | 3.73 hr | 1.4 days | Met |
| CAW677-100947 | 29 Jul 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P4 | Closed | 4.66 hr | 1.8 days | Met |
| CAW677-100946 | 28 Jul 2026 | Incident | Endpoint alert investigation Security · TAG · Branch | P2 | Resolved | 0.94 hr | 5.5 hr | Met |
| CAW677-100945 | 28 Jul 2026 | Quote · excluded | Slow VPN Network · ML · Head Office | P4 | Open | — | — | n/a |
| CAW677-100944 | 28 Jul 2026 | Incident | Name change request User admin · SE · Head Office | P1 | Closed | 3.56 hr | 14.6 hr | Met |
| CAW677-100943 | 27 Jul 2026 | Change | Permission change User admin · ML · Head Office | P1 | Closed | 0.80 hr | 6.7 hr | Met |
| CAW677-100942 | 27 Jul 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Resolved | 2.91 hr | 2.1 days | Met |
| CAW677-100941 | 24 Jul 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 22.67 hr | 17.1 hr | Missed |
| CAW677-100940 | 23 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 0.57 hr | 11.2 hr | Met |
| CAW677-100939 | 23 Jul 2026 | Incident | Restore request Backup · KB · Site 2 | P2 | Closed | 0.08 hr | 1.3 days | Met |
| CAW677-100938 | 23 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 1.32 hr | 8.0 hr | Met |
| CAW677-100937 | 22 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Remote | P2 | Resolved | 2.85 hr | 1.2 days | Met |
| CAW677-100936 | 22 Jul 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P2 | Closed | 1.35 hr | 6.7 hr | Met |
| CAW677-100935 | 21 Jul 2026 | Incident · excluded | Backup job failed Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100934 | 20 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P4 | Closed | — | — | n/a |
| CAW677-100933 | 20 Jul 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Branch | P3 | In Progress | — | — | n/a |
| CAW677-100932 | 17 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Remote | P4 | Resolved | 1.10 hr | 1.7 days | Met |
| CAW677-100931 | 17 Jul 2026 | Incident | Switch port fault Network · AB · Head Office | P1 | Closed | 26.98 hr | 13.3 hr | Missed |
| CAW677-100930 | 16 Jul 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 1.50 hr | 1.3 days | Met |
| CAW677-100929 | 16 Jul 2026 | Incident · excluded | Database timeout Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100928 | 15 Jul 2026 | Incident | Permission change User admin · BK · Branch | P3 | Closed | 8.26 hr | 19.0 hr | Missed |
| CAW677-100927 | 15 Jul 2026 | Incident · excluded | MFA reset Security · AB · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100926 | 14 Jul 2026 | Incident · excluded | Call quality issue Telephony · SE · Branch | P4 | Resolved | — | — | n/a |
| CAW677-100925 | 14 Jul 2026 | Service Request | Backup job failed Backup · ML · Branch | P3 | Closed | 1.03 hr | 15.4 hr | Met |
| CAW677-100924 | 13 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 0.11 hr | 1.7 days | Met |
| CAW677-100923 | 09 Jul 2026 | Quote · excluded | Report not generating Line of business app · TAG · Head Office | P2 | Closed | — | — | n/a |
| CAW677-100922 | 09 Jul 2026 | Incident · excluded | Toner replacement Printing · BK · Head Office | P2 | Resolved | — | — | n/a |
| CAW677-100921 | 08 Jul 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| CAW677-100920 | 08 Jul 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Closed | 1.11 hr | 15.2 hr | Met |
| CAW677-100919 | 07 Jul 2026 | Quote · excluded | Call quality issue Telephony · ML · Head Office | P2 | Resolved | — | — | n/a |
| CAW677-100918 | 07 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · AB · Head Office | P2 | Resolved | — | — | n/a |
| CAW677-100917 | 06 Jul 2026 | Service Request | Distribution list change Email · KB · Branch | P3 | Closed | 5.61 hr | 1.1 days | Met |
| CAW677-100916 | 06 Jul 2026 | Incident | Leaver process User admin · BK · Branch | P3 | Resolved | 1.05 hr | 12.5 hr | Met |
| CAW677-100915 | 06 Jul 2026 | Incident · excluded | Slow VPN Network · SE · Branch | P4 | Resolved | — | — | n/a |
| CAW677-100914 | 03 Jul 2026 | Incident | New starter setup User admin · SE · Head Office | P2 | Closed | 2.13 hr | 15.0 hr | Met |
| CAW677-100913 | 03 Jul 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Closed | 0.77 hr | 1.9 days | Met |
| CAW677-100912 | 02 Jul 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Resolved | 4.02 hr | 0.8 hr | Met |
| CAW677-100911 | 01 Jul 2026 | Planned Install · excluded | Backup job failed Backup · AB · Site 2 | P4 | Resolved | — | — | n/a |
| CAW677-100910 | 01 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Resolved | 1.20 hr | 1.5 days | Met |
| CAW677-100909 | 29 Jun 2026 | Service Request · excluded | MFA reset Security · KB · Remote | P3 | Resolved | — | — | n/a |
| CAW677-100908 | 29 Jun 2026 | Service Request | Backup job failed Backup · BK · Branch | P3 | Closed | 2.86 hr | 18.0 hr | Met |
| CAW677-100907 | 29 Jun 2026 | Incident | Backup job failed Backup · ML · Head Office | P2 | Resolved | 0.44 hr | 7.2 hr | Met |
| CAW677-100906 | 26 Jun 2026 | Project · excluded | MFA reset Security · AB · Remote | P4 | Closed | — | — | n/a |
| CAW677-100905 | 25 Jun 2026 | Service Request | Message quarantined Email · ML · Remote | P3 | Resolved | 0.40 hr | 1.7 days | Met |
| CAW677-100904 | 25 Jun 2026 | Incident · excluded | Site offline Network · BK · Remote | P4 | Resolved | — | — | n/a |
| CAW677-100903 | 25 Jun 2026 | Change | Application crash on launch Line of business app · SE · Head Office | P4 | Closed | 0.42 hr | 1.9 days | Met |
| CAW677-100902 | 24 Jun 2026 | Planned Install · excluded | MFA reset Security · AB · Head Office | P1 | Closed | — | — | n/a |
| CAW677-100901 | 24 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 3.04 hr | 1.6 days | Met |
| CAW677-100900 | 23 Jun 2026 | Change | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 0.71 hr | 21.4 hr | Met |
| CAW677-100899 | 23 Jun 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Resolved | — | — | n/a |
| CAW677-100898 | 22 Jun 2026 | Incident | Call quality issue Telephony · KB · Branch | P3 | Closed | — | — | n/a |
| CAW677-100897 | 19 Jun 2026 | Planned Install · excluded | Phishing report triage Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| CAW677-100896 | 19 Jun 2026 | Incident | Distribution list change Email · ML · Remote | P4 | Closed | 5.67 hr | 21.6 hr | Met |
| CAW677-100895 | 18 Jun 2026 | Service Request · excluded | Slow VPN Network · BK · Remote | P1 | Closed | — | — | n/a |
| CAW677-100894 | 18 Jun 2026 | Incident | Backup capacity review Backup · TAG · Remote | P3 | Closed | 1.23 hr | 1.3 days | Met |
| CAW677-100893 | 17 Jun 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| CAW677-100892 | 17 Jun 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P4 | Resolved | 1.15 hr | 19.8 hr | Met |
| CAW677-100891 | 17 Jun 2026 | Incident | Mailbox delegation Email · AB · Head Office | P3 | Resolved | 0.78 hr | 2.4 days | Met |
| CAW677-100890 | 16 Jun 2026 | Quote · excluded | Licence renewal Line of business app · AB · Head Office | P2 | Closed | — | — | n/a |
| CAW677-100889 | 16 Jun 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 0.13 hr | 16.7 hr | Met |
| CAW677-100888 | 16 Jun 2026 | Change | Endpoint alert investigation Security · BK · Head Office | P3 | Resolved | 2.26 hr | 1.6 hr | Met |
| CAW677-100887 | 15 Jun 2026 | Service Request | Licence renewal Line of business app · KB · Remote | P3 | Resolved | 8.72 hr | 19.4 hr | Missed |
| CAW677-100886 | 11 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Head Office | P4 | Closed | — | — | n/a |
| CAW677-100885 | 11 Jun 2026 | Change | New extension setup Telephony · AB · Head Office | P4 | Closed | 3.83 hr | 2.0 days | Met |
| CAW677-100884 | 09 Jun 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 0.18 hr | 1.7 days | Met |
| CAW677-100883 | 08 Jun 2026 | Quote · excluded | New starter setup User admin · KB · Branch | P4 | Resolved | — | — | n/a |
| CAW677-100882 | 07 Jun 2026 | Incident | Docking station not detected Hardware · KB · Branch | P2 | Closed | 5.75 hr | 18.8 hr | Met |
| CAW677-100881 | 07 Jun 2026 | Service Request | Printer offline Printing · SE · Head Office | P3 | Closed | 0.34 hr | 18.2 hr | Met |
| CAW677-100880 | 07 Jun 2026 | Incident | Printer offline Printing · SE · Site 2 | P2 | Resolved | 0.71 hr | 1.7 days | Met |
| CAW677-100879 | 05 Jun 2026 | Incident | Distribution list change Email · BK · Remote | P3 | Closed | 0.58 hr | 1.7 days | Met |
| CAW677-100878 | 05 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Resolved | 1.46 hr | 2.0 days | Met |
| CAW677-100877 | 04 Jun 2026 | Service Request | Report not generating Line of business app · TAG · Remote | P2 | Closed | 2.56 hr | 23.4 hr | Met |
| CAW677-100876 | 03 Jun 2026 | Incident | Leaver process User admin · TAG · Remote | P4 | Closed | 0.08 hr | 2.2 days | Met |
| CAW677-100875 | 02 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Closed | — | — | n/a |
| CAW677-100874 | 02 Jun 2026 | Incident · excluded | Laptop will not boot Hardware · ML · Head Office | P2 | Closed | — | — | n/a |
| CAW677-100873 | 02 Jun 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100872 | 01 Jun 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P1 | Resolved | 1.38 hr | 5.0 hr | Met |
| CAW677-100871 | 31 May 2026 | Change | Replacement keyboard Hardware · SE · Remote | P3 | Resolved | 0.66 hr | 1.5 days | Met |
| CAW677-100870 | 31 May 2026 | Incident | Distribution list change Email · BK · Head Office | P4 | Closed | 0.26 hr | 1.5 days | Met |
| CAW677-100869 | 28 May 2026 | Incident | Spoofed email reported Email · KB · Site 2 | P3 | Closed | 1.46 hr | 22.2 hr | Met |
| CAW677-100868 | 27 May 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| CAW677-100867 | 27 May 2026 | Change | Database timeout Line of business app · SE · Remote | P2 | Resolved | 0.13 hr | 2.4 days | Met |
| CAW677-100866 | 27 May 2026 | Change | Slow VPN Network · BK · Branch | P4 | Resolved | 8.85 hr | 1.1 days | Missed |
| CAW677-100865 | 26 May 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P3 | Closed | 1.20 hr | 23.4 hr | Met |
| CAW677-100864 | 25 May 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P4 | Closed | 4.99 hr | 20.1 hr | Met |
| CAW677-100863 | 25 May 2026 | Incident | New extension setup Telephony · ML · Head Office | P3 | Resolved | 1.23 hr | 21.4 hr | Met |
| CAW677-100862 | 22 May 2026 | Quote · excluded | Permission change User admin · AB · Remote | P2 | Resolved | — | — | n/a |
| CAW677-100861 | 20 May 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 4.23 hr | 1.0 days | Met |
| CAW677-100860 | 19 May 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| CAW677-100859 | 19 May 2026 | Service Request | MFA reset Security · BK · Branch | P3 | Resolved | 0.81 hr | 1.3 days | Met |
| CAW677-100858 | 18 May 2026 | Service Request | New printer driver rollout Printing · TAG · Remote | P4 | Resolved | 0.14 hr | 2.3 days | Met |
| CAW677-100857 | 18 May 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Site 2 | P4 | Resolved | 3.53 hr | 1.6 days | Met |
| CAW677-100856 | 18 May 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 1.58 hr | 4.8 hr | Met |
| CAW677-100855 | 15 May 2026 | Service Request | New starter setup User admin · TAG · Head Office | P4 | Closed | 5.15 hr | 5.1 hr | Met |
| CAW677-100854 | 14 May 2026 | Change | Distribution list change Email · SE · Branch | P3 | Closed | 3.75 hr | 1.1 days | Met |
| CAW677-100853 | 14 May 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P3 | Closed | 1.01 hr | 22.5 hr | Met |
| CAW677-100852 | 13 May 2026 | Change · excluded | Voicemail not delivering Telephony · ML · Remote | P3 | Closed | — | — | n/a |
| CAW677-100851 | 12 May 2026 | Change | Spoofed email reported Email · TAG · Remote | P1 | Closed | 1.50 hr | 3.9 hr | Met |
| CAW677-100850 | 12 May 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Resolved | — | — | n/a |
| CAW677-100849 | 11 May 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P2 | Resolved | 0.97 hr | 1.9 days | Met |
| CAW677-100848 | 11 May 2026 | Service Request | Suspicious sign-in review Security · BK · Branch | P4 | Closed | 0.51 hr | 23.6 hr | Met |
| CAW677-100847 | 08 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · SE · Branch | P3 | Resolved | — | — | n/a |
| CAW677-100846 | 07 May 2026 | Change | Laptop will not boot Hardware · KB · Head Office | P3 | Resolved | 1.36 hr | 1.3 days | Met |
| CAW677-100845 | 05 May 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 1.04 hr | 2.2 hr | Met |
| CAW677-100844 | 05 May 2026 | Incident | Site offline Network · AB · Head Office | P1 | Resolved | 8.69 hr | 13.7 hr | Missed |
| CAW677-100843 | 04 May 2026 | Service Request | Distribution list change Email · BK · Branch | P3 | Closed | 0.31 hr | 1.9 days | Met |
| CAW677-100842 | 04 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Branch | P3 | Closed | 1.38 hr | 19.1 hr | Met |
| CAW677-100841 | 04 May 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P2 | Resolved | 1.30 hr | 1.7 days | Met |
| CAW677-100840 | 01 May 2026 | Incident | Database timeout Line of business app · KB · Remote | P4 | Resolved | 2.24 hr | 9.5 hr | Met |
| CAW677-100839 | 30 Apr 2026 | Change | Restore request Backup · KB · Branch | P4 | Resolved | 0.32 hr | 16.0 hr | Met |
| CAW677-100838 | 29 Apr 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 30.42 hr | 2.1 days | Missed |
| CAW677-100837 | 29 Apr 2026 | Service Request | Voicemail not delivering Telephony · AB · Remote | P2 | Resolved | 1.08 hr | 15.9 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.