SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 12 records in this selection sit outside that — quotes, projects and planned installs, plus 6 calls billed time and materials. They stay visible for volume context.
Service performance
34 eligible records in this yearAverage first response
4.5 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
81.8%
6 call(s) over the 8-hour target
First-time fix
64.7%
Where the source records the field
Volume
Contract calls
34
46 calls logged in the period
Off contract
6
£1,751.25 chargeable
Open / closed
1 / 45
Across the selected period
Data-quality gaps
1
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
34
records
- Microsoft 3655
- User admin5
- Network5
- Printing5
- Telephony4
- Backup4
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 34 | 4.54 hr | 81.8% | 6 | 12 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 6 | 11.00 hr | 80% | 1 |
| Damian Armstrong | 5 | 0.60 hr | 100% | 0 |
| Stacey Thomas | 5 | 4.84 hr | 80% | 1 |
| Chloe Dempsey | 5 | 1.09 hr | 100% | 0 |
| Barry Ebbs | 3 | 4.50 hr | 67% | 1 |
| Karen Taylor | 3 | 4.04 hr | 67% | 1 |
| Kelly Gregory | 2 | 5.01 hr | 100% | 0 |
| (Not recorded) | 2 | 7.99 hr | 50% | 1 |
| Rachael Parkin | 1 | 0.64 hr | 100% | 0 |
| Julie Herbert | 1 | 9.31 hr | 0% | 1 |
| Aiden Higgins | 1 | 0.61 hr | 100% | 0 |
6 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 33.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304009 | Anne-Marie Cable | Netgear GS724T | 2026-03-31 11:25 | 41.93 hr | +33.9 | BK | Switch port fault |
| 303999 | (Not recorded) | Dell Latitude 7420 | 2026-02-10 12:10 | 11.32 hr | +3.3 | KB | Voicemail not delivering |
| 303995 | Stacey Thomas | Dell Latitude 7420 | 2026-01-19 08:09 | 9.67 hr | +1.7 | AB | Permission change |
| 303991 | Barry Ebbs | Apple MacBook Pro 14 | 2026-01-01 09:00 | 9.31 hr | +1.3 | BK | Docking station not detected |
| 304018 | Julie Herbert | Dell OptiPlex 3050 | 2026-04-29 16:08 | 9.31 hr | +1.3 | ML | Restore request |
| 304035 | Karen Taylor | Dell Latitude 7420 | 2026-08-14 12:44 | 9.19 hr | +1.2 | BK | Backup job failed |
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
Recurring issues by machine
Equipment generating repeat calls
No device is generating repeat calls.
SLA achievement trend
Percentage of eligible records responded to within target
Records
46 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| CLE917-100140 | 18 Aug 2026 | Incident · excluded | Toner replacement Printing · ML · Head Office | P2 | Closed | — | — | n/a |
| CLE917-100139 | 14 Aug 2026 | Incident | Backup job failed Backup · BK · Remote | P2 | Resolved | 9.19 hr | 2.3 days | Missed |
| CLE917-100138 | 13 Aug 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P3 | Open | — | — | n/a |
| CLE917-100137 | 10 Aug 2026 | Service Request | Leaver process User admin · ML · Head Office | P2 | Closed | 0.82 hr | 1.9 days | Met |
| CLE917-100136 | 06 Aug 2026 | Quote · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| CLE917-100135 | 31 Jul 2026 | Incident | New extension setup Telephony · SE · Branch | P4 | Closed | 5.92 hr | 1.6 days | Met |
| CLE917-100134 | 29 Jul 2026 | Project · excluded | Restore request Backup · TAG · Remote | P3 | Closed | — | — | n/a |
| CLE917-100133 | 27 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P4 | Resolved | 5.69 hr | 1.3 days | Met |
| CLE917-100132 | 16 Jul 2026 | Service Request | Scan to email failing Printing · AB · Remote | P3 | Closed | 1.38 hr | 2.1 days | Met |
| CLE917-100131 | 15 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| CLE917-100130 | 14 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.06 hr | 9.7 hr | Met |
| CLE917-100129 | 07 Jul 2026 | Quote · excluded | Handset registration Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| CLE917-100128 | 06 Jun 2026 | Service Request | Retention change Backup · BK · Head Office | P1 | Closed | 0.61 hr | 3.9 hr | Met |
| CLE917-100127 | 05 Jun 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Closed | 1.13 hr | 2.0 days | Met |
| CLE917-100126 | 03 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 0.35 hr | 22.1 hr | Met |
| CLE917-100125 | 02 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| CLE917-100124 | 26 May 2026 | Service Request | Replacement keyboard Hardware · SE · Remote | P3 | Closed | 0.49 hr | 1.1 days | Met |
| CLE917-100123 | 13 May 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Closed | 4.57 hr | 1.4 days | Met |
| CLE917-100122 | 29 Apr 2026 | Incident | Restore request Backup · ML · Remote | P3 | Resolved | 9.31 hr | 23.0 hr | Missed |
| CLE917-100121 | 28 Apr 2026 | Incident | Switch port fault Network · TAG · Branch | P2 | Closed | 3.85 hr | 1.6 days | Met |
| CLE917-100120 | 27 Apr 2026 | Incident | Toner replacement Printing · SE · Site 2 | P3 | Closed | 0.08 hr | 1.7 days | Met |
| CLE917-100119 | 24 Apr 2026 | Service Request · excluded | Message quarantined Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| CLE917-100118 | 23 Apr 2026 | Incident | Handset registration Telephony · BK · Remote | P3 | Closed | 0.64 hr | 1.9 days | Met |
| CLE917-100117 | 21 Apr 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P2 | Resolved | 0.79 hr | 15.5 hr | Met |
| CLE917-100116 | 20 Apr 2026 | Incident · excluded | Backup capacity review Backup · BK · Remote | P3 | Closed | — | — | n/a |
| CLE917-100115 | 10 Apr 2026 | Service Request | Slow VPN Network · SE · Head Office | P4 | Resolved | 1.12 hr | 12.1 hr | Met |
| CLE917-100114 | 08 Apr 2026 | Change · excluded | Backup job failed Backup · BK · Remote | P4 | Resolved | — | — | n/a |
| CLE917-100113 | 31 Mar 2026 | Service Request | Switch port fault Network · BK · Site 2 | P3 | Resolved | 41.93 hr | 1.5 days | Missed |
| CLE917-100112 | 24 Mar 2026 | Service Request | Permission change User admin · KB · Head Office | P4 | Resolved | 1.47 hr | 1.9 days | Met |
| CLE917-100111 | 17 Mar 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 5.68 hr | 2.0 days | Met |
| CLE917-100110 | 12 Mar 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Closed | 1.39 hr | 17.6 hr | Met |
| CLE917-100109 | 11 Mar 2026 | Service Request | Toner replacement Printing · ML · Branch | P3 | Closed | 0.58 hr | 1.2 days | Met |
| CLE917-100108 | 04 Mar 2026 | Change | Toner replacement Printing · TAG · Branch | P3 | Closed | 2.07 hr | 2.4 days | Met |
| CLE917-100107 | 26 Feb 2026 | Project · excluded | Phishing report triage Security · KB · Branch | P3 | Resolved | — | — | n/a |
| CLE917-100106 | 23 Feb 2026 | Incident · excluded | Docking station not detected Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| CLE917-100105 | 20 Feb 2026 | Service Request | Leaver process User admin · AB · Head Office | P2 | Resolved | 0.78 hr | 0.9 hr | Met |
| CLE917-100104 | 12 Feb 2026 | Service Request | Site offline Network · BK · Head Office | P3 | Closed | 7.91 hr | 20.7 hr | Met |
| CLE917-100103 | 10 Feb 2026 | Service Request | Voicemail not delivering Telephony · KB · Branch | P4 | Closed | 11.32 hr | 2.1 days | Missed |
| CLE917-100102 | 29 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 0.94 hr | 21.6 hr | Met |
| CLE917-100101 | 27 Jan 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Resolved | 4.66 hr | 15.9 hr | Met |
| CLE917-100100 | 20 Jan 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| CLE917-100099 | 19 Jan 2026 | Incident | Permission change User admin · AB · Remote | P3 | Resolved | 9.67 hr | 1.9 days | Missed |
| CLE917-100098 | 17 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Resolved | 4.34 hr | 1.5 days | Met |
| CLE917-100097 | 12 Jan 2026 | Service Request | Report not generating Line of business app · KB · Remote | P2 | Resolved | 0.34 hr | 2.2 days | Met |
| CLE917-100096 | 09 Jan 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Remote | P4 | Resolved | 1.45 hr | 6.6 hr | Met |
| CLE917-100095 | 01 Jan 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 9.31 hr | 21.0 hr | Missed |
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.