SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 41 records in this selection sit outside that — quotes, projects and planned installs, plus 26 calls billed time and materials. They stay visible for volume context.
Service performance
75 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.0%
8 call(s) over the 8-hour target
First-time fix
76.0%
Where the source records the field
Volume
Contract calls
75
116 calls logged in the period
Off contract
26
£4,630.5 chargeable
Open / closed
3 / 113
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
75
records
- Email13
- Line of business app10
- Network9
- Telephony8
- Printing7
- Microsoft 3656
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 75 | 5.74 hr | 89.0% | 8 | 41 |
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 | 14 | 7.72 hr | 86% | 2 |
| Stacey Thomas | 11 | 8.56 hr | 90% | 1 |
| (Not recorded) | 10 | 13.18 hr | 67% | 3 |
| Kelly Gregory | 9 | 1.61 hr | 100% | 0 |
| Anne-Marie Cable | 6 | 3.34 hr | 83% | 1 |
| Barry Ebbs | 5 | 2.62 hr | 100% | 0 |
| Chloe Dempsey | 5 | 1.82 hr | 100% | 0 |
| Rachael Parkin | 4 | 2.17 hr | 100% | 0 |
| Aiden Higgins | 4 | 5.95 hr | 75% | 1 |
| Damian Armstrong | 4 | 1.24 hr | 100% | 0 |
| Phil Jenkins | 2 | 3.32 hr | 100% | 0 |
| Daniel Blacker | 1 | 5.61 hr | 100% | 0 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 58.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307420 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-04-17 09:31 | 66.09 hr | +58.1 | KB | Leaver process |
| 307458 | (Not recorded) | Dell OptiPlex 3050 | 2026-07-09 14:43 | 62.09 hr | +54.1 | SE | New printer driver rollout |
| 307437 | Karen Taylor | Lenovo ThinkPad T14 | 2026-05-25 08:34 | 45.27 hr | +37.3 | AB | Distribution list change |
| 307439 | Karen Taylor | Dell PowerEdge R750 | 2026-06-01 16:46 | 36.49 hr | +28.5 | ML | SharePoint permission request |
| 307449 | (Not recorded) | HP EliteBook 840 G9 | 2026-06-19 08:26 | 32.62 hr | +24.6 | KB | Spoofed email reported |
| 307460 | Aiden Higgins | Apple iPhone 14 | 2026-07-14 08:19 | 20.43 hr | +12.4 | TAG | Voicemail not delivering |
| 307395 | (Not recorded) | Dell Latitude 5440 | 2026-03-02 08:04 | 12.02 hr | +4.0 | BK | Site offline |
| 307399 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-03-06 12:30 | 8.35 hr | +0.3 | BK | New extension setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 5 | 07 Jan 2026 – 01 Jun 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 15 Jan 2026 – 19 Jun 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 23 Jan 2026 – 29 Jul 2026 |
| Karen Taylor | Hardware | 4 | 25 Mar 2026 – 03 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 06 Jan 2026 – 11 Jun 2026 |
| (Not recorded) | Line of business app | 3 | 07 Feb 2026 – 12 May 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 21 Feb 2026 – 14 May 2026 |
| Aiden Higgins | Telephony | 3 | 25 Feb 2026 – 14 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProDesk 400 G7 | Line of business app | 4 | 13 Jan 2026 – 25 Aug 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 3 | 15 Jan 2026 – 14 May 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 3 | 02 Mar 2026 – 11 Aug 2026 |
| HP ProDesk 400 G7 | Telephony | 3 | 06 Mar 2026 – 04 Jun 2026 |
| HP ProDesk 400 G7 | Backup / restore | 3 | 29 Mar 2026 – 12 Jun 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 3 | 30 Mar 2026 – 25 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
116 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| CLE560-100362 | 25 Aug 2026 | Service Request | Database timeout Line of business app · AB · Branch | P3 | Closed | 0.39 hr | 1.5 days | Met |
| CLE560-100361 | 21 Aug 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · KB · Remote | P2 | Closed | — | — | n/a |
| CLE560-100360 | 18 Aug 2026 | Service Request | Name change request User admin · ML · Remote | P3 | Resolved | 0.84 hr | 1.1 days | Met |
| CLE560-100359 | 17 Aug 2026 | Project · excluded | Application crash on launch Line of business app · KB · Remote | P2 | Open | — | — | n/a |
| CLE560-100358 | 14 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P4 | Closed | 4.83 hr | 12.6 hr | Met |
| CLE560-100357 | 13 Aug 2026 | Change · excluded | Replacement keyboard Hardware · KB · Head Office | P4 | Resolved | — | — | n/a |
| CLE560-100356 | 11 Aug 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 1.39 hr | 2.0 days | Met |
| CLE560-100355 | 10 Aug 2026 | Quote · excluded | Distribution list change Email · TAG · Head Office | P2 | Open | — | — | n/a |
| CLE560-100354 | 07 Aug 2026 | Service Request · excluded | Site offline Network · KB · Remote | P3 | Closed | — | — | n/a |
| CLE560-100353 | 06 Aug 2026 | Service Request · excluded | Message quarantined Email · SE · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100352 | 05 Aug 2026 | Quote · excluded | Printer offline Printing · SE · Head Office | P2 | In Progress | — | — | n/a |
| CLE560-100351 | 03 Aug 2026 | Change | Docking station not detected Hardware · TAG · Branch | P4 | Closed | 5.24 hr | 2.3 days | Met |
| CLE560-100350 | 31 Jul 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Closed | 0.07 hr | 1.8 days | Met |
| CLE560-100349 | 29 Jul 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Resolved | 0.17 hr | 1.6 days | Met |
| CLE560-100348 | 28 Jul 2026 | Incident · excluded | Licence renewal Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| CLE560-100347 | 27 Jul 2026 | Incident · excluded | Distribution list change Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| CLE560-100346 | 25 Jul 2026 | Service Request | MFA reset Security · BK · Head Office | P4 | Resolved | 1.46 hr | 9.6 hr | Met |
| CLE560-100345 | 24 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Branch | P4 | Closed | 0.22 hr | 1.7 days | Met |
| CLE560-100344 | 21 Jul 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Site 2 | P3 | Closed | — | — | n/a |
| CLE560-100343 | 17 Jul 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Resolved | 1.50 hr | 1.4 days | Met |
| CLE560-100342 | 16 Jul 2026 | Service Request · excluded | New printer driver rollout Printing · ML · Remote | P3 | Closed | — | — | n/a |
| CLE560-100341 | 15 Jul 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P2 | Closed | — | — | n/a |
| CLE560-100340 | 14 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Remote | P4 | Closed | 20.43 hr | 1.7 days | Missed |
| CLE560-100339 | 13 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 2.16 hr | 1.7 days | Met |
| CLE560-100338 | 09 Jul 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 62.09 hr | 7.1 hr | Missed |
| CLE560-100337 | 06 Jul 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 1.23 hr | 2.3 days | Met |
| CLE560-100336 | 05 Jul 2026 | Incident · excluded | Scan to email failing Printing · BK · Head Office | P2 | Closed | — | — | n/a |
| CLE560-100335 | 03 Jul 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 1.47 hr | 8.2 hr | Met |
| CLE560-100334 | 02 Jul 2026 | Change | Scan to email failing Printing · BK · Remote | P1 | Closed | 0.65 hr | 0.6 hr | Met |
| CLE560-100333 | 29 Jun 2026 | Planned Install · excluded | Toner replacement Printing · BK · Remote | P3 | Closed | — | — | n/a |
| CLE560-100332 | 26 Jun 2026 | Change · excluded | Backup job failed Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| CLE560-100331 | 25 Jun 2026 | Planned Install · excluded | Backup capacity review Backup · KB · Branch | P3 | Closed | — | — | n/a |
| CLE560-100330 | 23 Jun 2026 | Quote · excluded | MFA reset Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| CLE560-100329 | 19 Jun 2026 | Incident | Spoofed email reported Email · KB · Head Office | P4 | Closed | 32.62 hr | 3.8 hr | Missed |
| CLE560-100328 | 18 Jun 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Remote | P3 | Resolved | — | — | n/a |
| CLE560-100327 | 17 Jun 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 1.44 hr | 1.4 days | Met |
| CLE560-100326 | 13 Jun 2026 | Incident | Suspicious sign-in review Security · AB · Remote | P4 | Resolved | 2.69 hr | 1.3 days | Met |
| CLE560-100325 | 12 Jun 2026 | Service Request | Backup job failed Backup · BK · Head Office | P4 | Closed | 5.26 hr | 2.5 days | Met |
| CLE560-100324 | 11 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Closed | 2.37 hr | 19.9 hr | Met |
| CLE560-100323 | 10 Jun 2026 | Incident | New extension setup Telephony · AB · Branch | P4 | Closed | 0.44 hr | 2.4 days | Met |
| CLE560-100322 | 08 Jun 2026 | Change · excluded | Distribution list change Email · ML · Head Office | P4 | Closed | — | — | n/a |
| CLE560-100321 | 05 Jun 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100320 | 04 Jun 2026 | Incident | Voicemail not delivering Telephony · SE · Site 2 | P4 | Closed | 0.68 hr | 22.9 hr | Met |
| CLE560-100319 | 01 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P2 | Resolved | 36.49 hr | 1.6 days | Missed |
| CLE560-100318 | 29 May 2026 | Service Request | Screen flickering Hardware · BK · Head Office | P4 | Resolved | 1.16 hr | 1.6 days | Met |
| CLE560-100317 | 25 May 2026 | Incident | Distribution list change Email · AB · Branch | P3 | Resolved | 45.27 hr | 2.1 days | Missed |
| CLE560-100316 | 21 May 2026 | Change | Retention change Backup · AB · Head Office | P4 | Resolved | 5.61 hr | 1.2 days | Met |
| CLE560-100315 | 20 May 2026 | Change | Laptop will not boot Hardware · KB · Head Office | P4 | Resolved | 5.02 hr | 2.2 days | Met |
| CLE560-100314 | 19 May 2026 | Project · excluded | Replacement keyboard Hardware · KB · Remote | P3 | Closed | — | — | n/a |
| CLE560-100313 | 18 May 2026 | Service Request | New starter setup User admin · KB · Head Office | P4 | Closed | 1.06 hr | 18.2 hr | Met |
| CLE560-100312 | 14 May 2026 | Incident | Spoofed email reported Email · ML · Head Office | P2 | Closed | 4.76 hr | 1.5 days | Met |
| CLE560-100311 | 13 May 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Closed | 4.85 hr | 1.6 days | Met |
| CLE560-100310 | 12 May 2026 | Service Request | Database timeout Line of business app · TAG · Branch | P4 | Resolved | 7.10 hr | 22.7 hr | Met |
| CLE560-100309 | 08 May 2026 | Service Request | Voicemail not delivering Telephony · AB · Branch | P2 | Closed | 0.53 hr | 1.9 days | Met |
| CLE560-100308 | 07 May 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100307 | 06 May 2026 | Incident | Handset registration Telephony · ML · Head Office | P2 | Resolved | 6.83 hr | 1.6 days | Met |
| CLE560-100306 | 05 May 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Closed | 3.62 hr | 1.7 days | Met |
| CLE560-100305 | 04 May 2026 | Incident | Toner replacement Printing · BK · Head Office | P2 | Closed | 1.42 hr | 2.3 days | Met |
| CLE560-100304 | 28 Apr 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Resolved | 2.57 hr | 16.2 hr | Met |
| CLE560-100303 | 27 Apr 2026 | Quote · excluded | Name change request User admin · BK · Branch | P1 | Closed | — | — | n/a |
| CLE560-100302 | 21 Apr 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100301 | 20 Apr 2026 | Change · excluded | Distribution list change Email · KB · Head Office | P4 | Closed | — | — | n/a |
| CLE560-100300 | 17 Apr 2026 | Incident | Leaver process User admin · KB · Site 2 | P4 | Resolved | 66.09 hr | 23.2 hr | Missed |
| CLE560-100299 | 16 Apr 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Resolved | 4.31 hr | 2.4 days | Met |
| CLE560-100298 | 15 Apr 2026 | Change | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100297 | 14 Apr 2026 | Project · excluded | Site offline Network · SE · Head Office | P2 | Closed | — | — | n/a |
| CLE560-100296 | 13 Apr 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Resolved | 1.21 hr | 1.9 days | Met |
| CLE560-100295 | 10 Apr 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 0.63 hr | 20.5 hr | Met |
| CLE560-100294 | 07 Apr 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Resolved | 4.65 hr | 1.0 days | Met |
| CLE560-100293 | 06 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 0.91 hr | 1.2 days | Met |
| CLE560-100292 | 02 Apr 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P2 | Resolved | 2.85 hr | 1.9 days | Met |
| CLE560-100291 | 30 Mar 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 0.60 hr | 1.4 days | Met |
| CLE560-100290 | 29 Mar 2026 | Change | Backup capacity review Backup · AB · Remote | P4 | Resolved | 4.54 hr | 2.2 days | Met |
| CLE560-100289 | 27 Mar 2026 | Incident · excluded | Switch port fault Network · KB · Head Office | P4 | Closed | — | — | n/a |
| CLE560-100288 | 25 Mar 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P3 | Resolved | 1.46 hr | 2.2 days | Met |
| CLE560-100287 | 24 Mar 2026 | Incident | Printer offline Printing · KB · Head Office | P2 | Closed | 1.26 hr | 14.5 hr | Met |
| CLE560-100286 | 23 Mar 2026 | Incident · excluded | Backup capacity review Backup · ML · Remote | P1 | Closed | — | — | n/a |
| CLE560-100285 | 20 Mar 2026 | Change | Slow VPN Network · TAG · Head Office | P4 | Resolved | 0.16 hr | 2.0 days | Met |
| CLE560-100284 | 19 Mar 2026 | Change | Suspicious sign-in review Security · SE · Remote | P3 | Closed | 0.49 hr | 2.1 days | Met |
| CLE560-100283 | 16 Mar 2026 | Incident | Distribution list change Email · BK · Branch | P4 | Resolved | 1.78 hr | 2.5 days | Met |
| CLE560-100282 | 13 Mar 2026 | Service Request · excluded | Switch port fault Network · ML · Branch | P4 | Closed | — | — | n/a |
| CLE560-100281 | 12 Mar 2026 | Incident · excluded | Leaver process User admin · ML · Head Office | P4 | Resolved | — | — | n/a |
| CLE560-100280 | 09 Mar 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Resolved | 1.44 hr | 1.6 days | Met |
| CLE560-100279 | 06 Mar 2026 | Incident | New extension setup Telephony · BK · Remote | P4 | Resolved | 8.35 hr | 1.6 days | Missed |
| CLE560-100278 | 05 Mar 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Head Office | P4 | Resolved | — | — | n/a |
| CLE560-100277 | 04 Mar 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100276 | 03 Mar 2026 | Service Request | Message quarantined Email · AB · Head Office | P1 | Closed | 0.56 hr | 10.2 hr | Met |
| CLE560-100275 | 02 Mar 2026 | Service Request | Site offline Network · BK · Head Office | P4 | Resolved | 12.02 hr | 2.4 days | Missed |
| CLE560-100274 | 28 Feb 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Resolved | 0.79 hr | 2.2 days | Met |
| CLE560-100273 | 27 Feb 2026 | Incident | Spoofed email reported Email · SE · Head Office | P3 | Closed | 0.62 hr | 5.2 hr | Met |
| CLE560-100272 | 26 Feb 2026 | Quote · excluded | New extension setup Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| CLE560-100271 | 25 Feb 2026 | Service Request | Handset registration Telephony · KB · Head Office | P2 | Resolved | 2.55 hr | 8.2 hr | Met |
| CLE560-100270 | 24 Feb 2026 | Service Request · excluded | Slow VPN Network · AB · Site 2 | P3 | Closed | — | — | n/a |
| CLE560-100269 | 21 Feb 2026 | Change | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 0.74 hr | 1.8 days | Met |
| CLE560-100268 | 20 Feb 2026 | Incident · excluded | Call quality issue Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100267 | 19 Feb 2026 | Change | OneDrive sync conflict Microsoft 365 · SE · Site 2 | P3 | Closed | 0.15 hr | 1.4 days | Met |
| CLE560-100266 | 17 Feb 2026 | Incident · excluded | Report not generating Line of business app · AB · Remote | P3 | Closed | — | — | n/a |
| CLE560-100265 | 16 Feb 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P3 | Closed | 7.17 hr | 2.8 hr | Met |
| CLE560-100264 | 13 Feb 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | 1.08 hr | 4.3 hr | Met |
| CLE560-100263 | 12 Feb 2026 | Service Request · excluded | Report not generating Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| CLE560-100262 | 11 Feb 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Head Office | P1 | Resolved | — | — | n/a |
| CLE560-100261 | 07 Feb 2026 | Incident | Database timeout Line of business app · ML · Branch | P2 | Closed | 0.16 hr | 7.2 hr | Met |
| CLE560-100260 | 05 Feb 2026 | Incident | Printer offline Printing · BK · Site 2 | P2 | Resolved | 0.60 hr | 7.2 hr | Met |
| CLE560-100259 | 28 Jan 2026 | Incident | Spoofed email reported Email · TAG · Branch | P3 | Closed | 5.41 hr | 1.2 days | Met |
| CLE560-100258 | 26 Jan 2026 | Incident · excluded | Report not generating Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| CLE560-100257 | 23 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Remote | P4 | Closed | 4.41 hr | 12.0 hr | Met |
| CLE560-100256 | 22 Jan 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · AB · Remote | P4 | Closed | — | — | n/a |
| CLE560-100255 | 21 Jan 2026 | Incident · excluded | Retention change Backup · ML · Site 2 | P3 | Closed | — | — | n/a |
| CLE560-100254 | 19 Jan 2026 | Project · excluded | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| CLE560-100253 | 15 Jan 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | Resolved | 0.24 hr | 8.8 hr | Met |
| CLE560-100252 | 14 Jan 2026 | Incident | Switch port fault Network · TAG · Site 2 | P2 | Closed | 0.48 hr | 21.2 hr | Met |
| CLE560-100251 | 13 Jan 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 0.08 hr | 1.7 days | Met |
| CLE560-100250 | 10 Jan 2026 | Incident | Distribution list change Email · ML · Remote | P2 | Closed | 3.16 hr | 7.5 hr | Met |
| CLE560-100249 | 08 Jan 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 0.22 hr | 2.1 days | Met |
| CLE560-100248 | 07 Jan 2026 | Change | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 0.32 hr | 15.8 hr | Met |
| CLE560-100247 | 06 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Resolved | 1.30 hr | 2.0 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.