SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 84 records in this selection sit outside that — quotes, projects and planned installs, plus 33 calls billed time and materials. They stay visible for volume context.
Service performance
200 eligible records in this yearAverage first response
5.5 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.3%
23 call(s) over the 8-hour target
First-time fix
71.5%
Where the source records the field
Volume
Contract calls
200
284 calls logged in the period
Off contract
33
£11,665.5 chargeable
Open / closed
9 / 275
Across the selected period
Data-quality gaps
4
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
200
records
- Line of business app25
- Hardware24
- Security22
- Email21
- User admin20
- Microsoft 36520
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 200 | 5.50 hr | 88.3% | 23 | 84 |
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 | 24 | 2.62 hr | 96% | 1 |
| Barry Ebbs | 22 | 3.82 hr | 90% | 2 |
| Anne-Marie Cable | 21 | 3.15 hr | 90% | 2 |
| Kelly Gregory | 19 | 4.80 hr | 89% | 2 |
| Stacey Thomas | 19 | 3.25 hr | 95% | 1 |
| Chloe Dempsey | 17 | 4.08 hr | 88% | 2 |
| (Not recorded) | 13 | 4.74 hr | 67% | 4 |
| Rachael Parkin | 13 | 2.97 hr | 92% | 1 |
| Aiden Higgins | 12 | 16.86 hr | 75% | 3 |
| Damian Armstrong | 11 | 4.54 hr | 91% | 1 |
| Daniel Blacker | 10 | 16.22 hr | 89% | 1 |
| Phil Jenkins | 10 | 5.92 hr | 80% | 2 |
23 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 122.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309463 | Daniel Blacker | Dell Latitude 5440 | 2026-01-16 14:41 | 130.67 hr | +122.7 | AB | Retention change |
| 309488 | Aiden Higgins | Dell OptiPlex 3050 | 2026-02-09 16:17 | 127.70 hr | +119.7 | KB | Licence renewal |
| 309685 | Julie Herbert | Dell Latitude E7470 | 2026-07-16 13:52 | 87.49 hr | +79.5 | TAG | Slow VPN |
| 309450 | Aiden Higgins | Dell Latitude 5440 | 2026-01-08 17:31 | 44.64 hr | +36.6 | AB | Leaver process |
| 309594 | Barry Ebbs | Dell OptiPlex 3050 | 2026-04-30 13:57 | 40.55 hr | +32.5 | SE | Distribution list change |
| 309464 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-01-16 09:24 | 31.80 hr | +23.8 | AB | Voicemail not delivering |
| 309475 | Phil Jenkins | Apple iPhone 14 | 2026-01-27 16:43 | 31.15 hr | +23.1 | SE | Endpoint alert investigation |
| 309466 | Kelly Gregory | Dell OptiPlex 7010 | 2026-01-20 08:15 | 29.24 hr | +21.2 | BK | Switch port fault |
| 309506 | Damian Armstrong | Samsung Galaxy A54 | 2026-02-19 11:48 | 28.60 hr | +20.6 | ML | Outlook not syncing |
| 309654 | Karen Taylor | Dell Latitude 5440 | 2026-06-24 15:21 | 23.30 hr | +15.3 | SE | Endpoint alert investigation |
| 309474 | Kelly Gregory | Dell Latitude 5440 | 2026-01-27 11:18 | 23.02 hr | +15.0 | BK | Scan to email failing |
| 309593 | Stacey Thomas | Dell Latitude 5440 | 2026-04-29 13:37 | 22.36 hr | +14.4 | TAG | Retention change |
| 309522 | Rachael Parkin | Apple iPhone 14 | 2026-02-26 15:52 | 14.90 hr | +6.9 | ML | Endpoint alert investigation |
| 309667 | Aiden Higgins | Samsung Galaxy A54 | 2026-07-01 16:00 | 11.90 hr | +3.9 | BK | SharePoint permission request |
| 309501 | (Not recorded) | Dell OptiPlex 7010 | 2026-02-17 14:36 | 11.22 hr | +3.2 | AB | Phishing report triage |
| 309699 | Phil Jenkins | HP ProDesk 400 G7 | 2026-07-30 14:30 | 11.21 hr | +3.2 | ML | Distribution list change |
| 309702 | Anne-Marie Cable | Ubiquiti U6-Pro | 2026-07-31 17:02 | 11.02 hr | +3.0 | KB | Database timeout |
| 309445 | (Not recorded) | Dell Latitude 5440 | 2026-01-02 11:21 | 10.29 hr | +2.3 | KB | Spoofed email reported |
| 309482 | Barry Ebbs | Ubiquiti U6-Pro | 2026-01-30 12:04 | 10.06 hr | +2.1 | AB | New extension setup |
| 309675 | Chloe Dempsey | HP ProBook 450 G6 | 2026-07-08 10:08 | 9.67 hr | +1.7 | TAG | Replacement keyboard |
| 309704 | Anne-Marie Cable | Dell Latitude 5440 | 2026-08-03 12:45 | 8.86 hr | +0.9 | AB | Database timeout |
| 309579 | (Not recorded) | Dell Latitude 5440 | 2026-04-13 11:18 | 8.29 hr | +0.3 | SE | Voicemail not delivering |
| 309526 | (Not recorded) | Ubiquiti U6-Pro | 2026-03-02 17:12 | 8.06 hr | +0.1 | ML | Wi-Fi dropouts in warehouse |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 8 | 20 Jan 2026 – 11 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 8 | 29 Jan 2026 – 13 Jul 2026 |
| Anne-Marie Cable | Hardware | 6 | 12 Feb 2026 – 13 Aug 2026 |
| Stacey Thomas | Hardware | 5 | 13 Jan 2026 – 07 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 5 | 20 Jan 2026 – 18 Aug 2026 |
| Barry Ebbs | Monitoring / server / security | 5 | 29 Jan 2026 – 25 Aug 2026 |
| Aiden Higgins | Email / Microsoft 365 | 5 | 17 Feb 2026 – 11 Aug 2026 |
| Anne-Marie Cable | Line of business app | 5 | 23 Jun 2026 – 03 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 9 | 02 Jan 2026 – 11 Aug 2026 |
| Dell Latitude 5440 | Line of business app | 7 | 16 Jan 2026 – 03 Aug 2026 |
| Apple iPhone 14 | Monitoring / server / security | 6 | 27 Jan 2026 – 12 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 5 | 09 Jan 2026 – 20 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 5 | 02 Mar 2026 – 15 Jul 2026 |
| Dell Latitude 5440 | Backup / restore | 4 | 16 Jan 2026 – 01 May 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 26 Jan 2026 – 07 Jul 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 4 | 29 Jan 2026 – 24 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
284 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| COB033-100918 | 25 Aug 2026 | Change | MFA reset Security · KB · Head Office | P4 | Closed | 0.28 hr | 3.6 hr | Met |
| COB033-100917 | 24 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Open | — | — | n/a |
| COB033-100916 | 21 Aug 2026 | Quote · excluded | Backup capacity review Backup · BK · Branch | P3 | Open | — | — | n/a |
| COB033-100915 | 20 Aug 2026 | Project · excluded | Mailbox delegation Email · AB · Head Office | P3 | In Progress | — | — | n/a |
| COB033-100914 | 20 Aug 2026 | Planned Install · excluded | Docking station not detected Hardware · KB · Head Office | P4 | Open | — | — | n/a |
| COB033-100913 | 19 Aug 2026 | Incident | Backup job failed Backup · SE · Remote | P3 | Closed | 4.14 hr | 21.3 hr | Met |
| COB033-100912 | 19 Aug 2026 | Incident · excluded | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| COB033-100911 | 18 Aug 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Resolved | 1.00 hr | 1.0 days | Met |
| COB033-100910 | 17 Aug 2026 | Incident · excluded | Printer offline Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| COB033-100909 | 13 Aug 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P3 | Closed | 0.49 hr | 22.1 hr | Met |
| COB033-100908 | 12 Aug 2026 | Change | Phishing report triage Security · SE · Head Office | P3 | Resolved | 6.36 hr | 1.7 days | Met |
| COB033-100907 | 12 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P4 | Closed | — | — | n/a |
| COB033-100906 | 11 Aug 2026 | Incident | Mailbox delegation Email · KB · Head Office | P1 | Closed | 0.63 hr | 2.2 hr | Met |
| COB033-100905 | 11 Aug 2026 | Incident | Distribution list change Email · BK · Site 2 | P2 | Resolved | 4.55 hr | 2.2 days | Met |
| COB033-100904 | 11 Aug 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P2 | Closed | 0.58 hr | 11.9 hr | Met |
| COB033-100903 | 10 Aug 2026 | Service Request | Licence renewal Line of business app · BK · Branch | P4 | Closed | 0.25 hr | 23.7 hr | Met |
| COB033-100902 | 07 Aug 2026 | Service Request | Restore request Backup · ML · Site 2 | P3 | Closed | 7.41 hr | 2.5 days | Met |
| COB033-100901 | 07 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 0.22 hr | 2.2 hr | Met |
| COB033-100900 | 06 Aug 2026 | Service Request | Name change request User admin · KB · Branch | P2 | Closed | 1.95 hr | 8.3 hr | Met |
| COB033-100899 | 05 Aug 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P2 | Closed | — | — | n/a |
| COB033-100898 | 05 Aug 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 3.01 hr | 2.4 days | Met |
| COB033-100897 | 04 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P2 | Resolved | 0.22 hr | 1.6 days | Met |
| COB033-100896 | 03 Aug 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | 8.86 hr | 2.2 hr | Missed |
| COB033-100895 | 03 Aug 2026 | Quote · excluded | Leaver process User admin · SE · Branch | P2 | Open | — | — | n/a |
| COB033-100894 | 31 Jul 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 11.02 hr | 11.2 hr | Missed |
| COB033-100893 | 31 Jul 2026 | Service Request | New starter setup User admin · AB · Head Office | P4 | Closed | 5.45 hr | 1.6 days | Met |
| COB033-100892 | 30 Jul 2026 | Quote · excluded | Leaver process User admin · BK · Head Office | P2 | In Progress | — | — | n/a |
| COB033-100891 | 30 Jul 2026 | Incident | Distribution list change Email · ML · Head Office | P3 | Closed | 11.21 hr | 18.2 hr | Missed |
| COB033-100890 | 30 Jul 2026 | Quote · excluded | Printer offline Printing · KB · Head Office | P4 | Open | — | — | n/a |
| COB033-100889 | 29 Jul 2026 | Incident | Switch port fault Network · TAG · Branch | P3 | Resolved | 0.50 hr | 21.8 hr | Met |
| COB033-100888 | 28 Jul 2026 | Incident | MFA reset Security · SE · Branch | P3 | Resolved | 0.31 hr | 1.5 days | Met |
| COB033-100887 | 27 Jul 2026 | Quote · excluded | Message quarantined Email · BK · Branch | P4 | In Progress | — | — | n/a |
| COB033-100886 | 27 Jul 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P2 | Closed | 2.08 hr | 1.7 days | Met |
| COB033-100885 | 27 Jul 2026 | Incident | Backup capacity review Backup · TAG · Branch | P2 | Resolved | 2.92 hr | 1.1 days | Met |
| COB033-100884 | 23 Jul 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 1.14 hr | 1.2 days | Met |
| COB033-100883 | 22 Jul 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| COB033-100882 | 21 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 4.27 hr | 13.3 hr | Met |
| COB033-100881 | 21 Jul 2026 | Service Request | Printer offline Printing · SE · Head Office | P2 | Closed | 1.06 hr | 2.0 days | Met |
| COB033-100880 | 20 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 0.11 hr | 1.4 days | Met |
| COB033-100879 | 17 Jul 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 0.42 hr | 1.0 days | Met |
| COB033-100878 | 16 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Remote | P3 | Resolved | 1.00 hr | 1.1 days | Met |
| COB033-100877 | 16 Jul 2026 | Service Request | Slow VPN Network · TAG · Branch | P4 | Resolved | 87.49 hr | 2.4 days | Missed |
| COB033-100876 | 16 Jul 2026 | Incident | New extension setup Telephony · TAG · Remote | P2 | Closed | 0.91 hr | 3.9 hr | Met |
| COB033-100875 | 15 Jul 2026 | Service Request | Backup job failed Backup · BK · Remote | P3 | Resolved | 0.35 hr | 2.2 days | Met |
| COB033-100874 | 15 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Remote | P3 | Closed | 0.93 hr | 2.4 days | Met |
| COB033-100873 | 15 Jul 2026 | Incident | Licence renewal Line of business app · KB · Remote | P4 | Resolved | 0.31 hr | 2.1 days | Met |
| COB033-100872 | 14 Jul 2026 | Quote · excluded | Message quarantined Email · AB · Head Office | P4 | Open | — | — | n/a |
| COB033-100871 | 14 Jul 2026 | Service Request | Backup capacity review Backup · KB · Remote | P3 | Closed | 0.91 hr | 2.2 days | Met |
| COB033-100870 | 13 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Closed | 0.09 hr | 1.3 days | Met |
| COB033-100869 | 13 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Closed | 0.60 hr | 2.3 days | Met |
| COB033-100868 | 09 Jul 2026 | Incident | Name change request User admin · SE · Head Office | P2 | Resolved | 3.84 hr | 1.3 days | Met |
| COB033-100867 | 08 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 9.67 hr | 9.1 hr | Missed |
| COB033-100866 | 07 Jul 2026 | Quote · excluded | New starter setup User admin · SE · Branch | P4 | Closed | — | — | n/a |
| COB033-100865 | 07 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Remote | P3 | Resolved | 0.62 hr | 12.8 hr | Met |
| COB033-100864 | 07 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Branch | P2 | Closed | 0.97 hr | 2.2 days | Met |
| COB033-100863 | 06 Jul 2026 | Quote · excluded | Message quarantined Email · SE · Branch | P4 | Closed | — | — | n/a |
| COB033-100862 | 03 Jul 2026 | Quote · excluded | Backup job failed Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| COB033-100861 | 03 Jul 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Closed | 0.92 hr | 1.8 days | Met |
| COB033-100860 | 02 Jul 2026 | Incident | Printer offline Printing · TAG · Branch | P3 | Closed | 0.23 hr | 5.9 hr | Met |
| COB033-100859 | 01 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Resolved | 11.90 hr | 2.0 days | Missed |
| COB033-100858 | 01 Jul 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 0.99 hr | 1.6 days | Met |
| COB033-100857 | 30 Jun 2026 | Service Request | Screen flickering Hardware · AB · Head Office | P3 | Resolved | 3.29 hr | 1.7 days | Met |
| COB033-100856 | 30 Jun 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P4 | Closed | 1.38 hr | 2.2 days | Met |
| COB033-100855 | 30 Jun 2026 | Quote · excluded | New printer driver rollout Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| COB033-100854 | 29 Jun 2026 | Quote · excluded | Database timeout Line of business app · BK · Head Office | P1 | Closed | — | — | n/a |
| COB033-100853 | 29 Jun 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Head Office | P1 | Closed | — | — | n/a |
| COB033-100852 | 26 Jun 2026 | Project · excluded | Phishing report triage Security · ML · Branch | P3 | Closed | — | — | n/a |
| COB033-100851 | 26 Jun 2026 | Service Request | Application crash on launch Line of business app · ML · Remote | P2 | Closed | 1.18 hr | 2.7 hr | Met |
| COB033-100850 | 26 Jun 2026 | Change | Scan to email failing Printing · SE · Head Office | P3 | Closed | 4.61 hr | 2.3 days | Met |
| COB033-100849 | 25 Jun 2026 | Quote · excluded | Printer offline Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| COB033-100848 | 25 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Resolved | 3.74 hr | 1.9 days | Met |
| COB033-100847 | 24 Jun 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Closed | 1.36 hr | 2.0 days | Met |
| COB033-100846 | 24 Jun 2026 | Change | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 23.30 hr | 1.8 days | Missed |
| COB033-100845 | 23 Jun 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Closed | 5.99 hr | 14.5 hr | Met |
| COB033-100844 | 23 Jun 2026 | Quote · excluded | Leaver process User admin · ML · Remote | P3 | Closed | — | — | n/a |
| COB033-100843 | 23 Jun 2026 | Service Request | Database timeout Line of business app · AB · Branch | P2 | Closed | 0.93 hr | 0.5 hr | Met |
| COB033-100842 | 22 Jun 2026 | Change | New extension setup Telephony · KB · Head Office | P3 | Closed | 0.36 hr | 17.5 hr | Met |
| COB033-100841 | 22 Jun 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P2 | Closed | — | — | n/a |
| COB033-100840 | 19 Jun 2026 | Service Request | Toner replacement Printing · AB · Site 2 | P3 | Resolved | 0.78 hr | 2.5 days | Met |
| COB033-100839 | 18 Jun 2026 | Incident | Mailbox delegation Email · KB · Remote | P3 | Closed | 4.37 hr | 1.9 days | Met |
| COB033-100838 | 15 Jun 2026 | Incident | Restore request Backup · AB · Branch | P3 | Closed | 5.50 hr | 22.5 hr | Met |
| COB033-100837 | 15 Jun 2026 | Incident | Message quarantined Email · KB · Head Office | P4 | Closed | — | — | n/a |
| COB033-100836 | 12 Jun 2026 | Service Request · excluded | Call quality issue Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| COB033-100835 | 11 Jun 2026 | Incident · excluded | Scan to email failing Printing · ML · Remote | P2 | Closed | — | — | n/a |
| COB033-100834 | 10 Jun 2026 | Incident | Slow VPN Network · BK · Head Office | P4 | Closed | 0.95 hr | 11.0 hr | Met |
| COB033-100833 | 10 Jun 2026 | Quote · excluded | Handset registration Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| COB033-100832 | 10 Jun 2026 | Service Request · excluded | Licence renewal Line of business app · BK · Head Office | P2 | Closed | — | — | n/a |
| COB033-100831 | 09 Jun 2026 | Project · excluded | Site offline Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| COB033-100830 | 08 Jun 2026 | Service Request | Distribution list change Email · BK · Branch | P3 | Closed | 1.38 hr | 2.0 days | Met |
| COB033-100829 | 08 Jun 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 1.13 hr | 1.3 days | Met |
| COB033-100828 | 08 Jun 2026 | Service Request | New extension setup Telephony · SE · Head Office | P4 | Closed | 6.34 hr | 1.5 days | Met |
| COB033-100827 | 07 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Closed | 0.48 hr | 1.8 days | Met |
| COB033-100826 | 05 Jun 2026 | Project · excluded | New extension setup Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| COB033-100825 | 05 Jun 2026 | Quote · excluded | New starter setup User admin · BK · Head Office | P4 | Resolved | — | — | n/a |
| COB033-100824 | 04 Jun 2026 | Service Request | Database timeout Line of business app · ML · Branch | P3 | Closed | 0.38 hr | 1.5 days | Met |
| COB033-100823 | 04 Jun 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P2 | Closed | 0.20 hr | 15.4 hr | Met |
| COB033-100822 | 04 Jun 2026 | Incident | MFA reset Security · AB · Head Office | P3 | Closed | 1.22 hr | 2.2 days | Met |
| COB033-100821 | 03 Jun 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | 1.23 hr | 1.6 days | Met |
| COB033-100820 | 02 Jun 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P3 | Closed | 7.54 hr | 19.7 hr | Met |
| COB033-100819 | 01 Jun 2026 | Incident · excluded | Retention change Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| COB033-100818 | 01 Jun 2026 | Service Request | Permission change User admin · ML · Head Office | P3 | Resolved | 1.02 hr | 14.1 hr | Met |
| COB033-100817 | 01 Jun 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Closed | 0.10 hr | 13.5 hr | Met |
| COB033-100816 | 31 May 2026 | Incident · excluded | Leaver process User admin · KB · Remote | P3 | Closed | — | — | n/a |
| COB033-100815 | 31 May 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Closed | 1.25 hr | 1.1 days | Met |
| COB033-100814 | 29 May 2026 | Incident | New starter setup User admin · TAG · Head Office | P4 | Closed | 0.78 hr | 1.6 days | Met |
| COB033-100813 | 28 May 2026 | Incident | Permission change User admin · BK · Remote | P2 | Resolved | 0.71 hr | 2.1 days | Met |
| COB033-100812 | 27 May 2026 | Change | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 2.69 hr | 1.6 days | Met |
| COB033-100811 | 27 May 2026 | Incident · excluded | New starter setup User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| COB033-100810 | 25 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Resolved | 1.18 hr | 23.8 hr | Met |
| COB033-100809 | 21 May 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | 7.62 hr | 13.9 hr | Met |
| COB033-100808 | 20 May 2026 | Change | Backup job failed Backup · BK · Head Office | P4 | Resolved | 0.87 hr | 15.1 hr | Met |
| COB033-100807 | 19 May 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P4 | Resolved | 5.96 hr | 19.5 hr | Met |
| COB033-100806 | 19 May 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 2.04 hr | 1.2 days | Met |
| COB033-100805 | 18 May 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Closed | 5.76 hr | 15.5 hr | Met |
| COB033-100804 | 18 May 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Closed | 1.11 hr | 1.5 days | Met |
| COB033-100803 | 15 May 2026 | Incident | New starter setup User admin · AB · Branch | P4 | Resolved | 0.53 hr | 2.3 days | Met |
| COB033-100802 | 15 May 2026 | Incident · excluded | Toner replacement Printing · SE · Branch | P3 | Closed | — | — | n/a |
| COB033-100801 | 14 May 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Resolved | 0.35 hr | 1.1 days | Met |
| COB033-100800 | 13 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Resolved | — | — | n/a |
| COB033-100799 | 13 May 2026 | Incident | Message quarantined Email · KB · Head Office | P4 | Closed | 1.37 hr | 20.6 hr | Met |
| COB033-100798 | 13 May 2026 | Service Request | Call quality issue Telephony · TAG · Site 2 | P2 | Resolved | 3.40 hr | 2.0 days | Met |
| COB033-100797 | 12 May 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P2 | Closed | 1.26 hr | 2.4 days | Met |
| COB033-100796 | 11 May 2026 | Planned Install · excluded | Replacement keyboard Hardware · SE · Head Office | P2 | Closed | — | — | n/a |
| COB033-100795 | 08 May 2026 | Change · excluded | Message quarantined Email · KB · Head Office | P3 | Closed | — | — | n/a |
| COB033-100794 | 07 May 2026 | Service Request | MFA reset Security · BK · Site 2 | P4 | Closed | 5.80 hr | 22.4 hr | Met |
| COB033-100793 | 06 May 2026 | Incident | Restore request Backup · KB · Head Office | P2 | Closed | 0.75 hr | 6.7 hr | Met |
| COB033-100792 | 05 May 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 2.08 hr | 14.8 hr | Met |
| COB033-100791 | 05 May 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Resolved | 0.09 hr | 2.3 hr | Met |
| COB033-100790 | 01 May 2026 | Incident | Backup capacity review Backup · SE · Site 2 | P3 | Resolved | 0.07 hr | 4.3 hr | Met |
| COB033-100789 | 01 May 2026 | Project · excluded | Database timeout Line of business app · ML · Branch | P4 | Resolved | — | — | n/a |
| COB033-100788 | 01 May 2026 | Incident | Endpoint alert investigation Security · ML · Site 2 | P3 | Resolved | 1.68 hr | 1.4 days | Met |
| COB033-100787 | 30 Apr 2026 | Quote · excluded | Report not generating Line of business app · BK · Remote | P4 | Resolved | — | — | n/a |
| COB033-100786 | 30 Apr 2026 | Service Request | Distribution list change Email · SE · Head Office | P3 | Closed | 40.55 hr | 4.1 hr | Missed |
| COB033-100785 | 29 Apr 2026 | Incident | Retention change Backup · TAG · Branch | P4 | Closed | 22.36 hr | 2.3 days | Missed |
| COB033-100784 | 28 Apr 2026 | Service Request | Backup job failed Backup · SE · Remote | P4 | Resolved | 0.28 hr | 1.8 days | Met |
| COB033-100783 | 24 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Site 2 | P3 | Closed | 1.90 hr | 4.5 hr | Met |
| COB033-100782 | 23 Apr 2026 | Change | New starter setup User admin · AB · Head Office | P3 | Closed | 0.49 hr | 2.4 days | Met |
| COB033-100781 | 23 Apr 2026 | Incident | Backup capacity review Backup · ML · Head Office | P2 | Resolved | 0.29 hr | 13.8 hr | Met |
| COB033-100780 | 22 Apr 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | 0.68 hr | 2.4 days | Met |
| COB033-100779 | 21 Apr 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Closed | 0.40 hr | 1.6 days | Met |
| COB033-100778 | 21 Apr 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 5.35 hr | 5.4 hr | Met |
| COB033-100777 | 20 Apr 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | Resolved | 5.54 hr | 2.0 days | Met |
| COB033-100776 | 20 Apr 2026 | Incident · excluded | Handset registration Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| COB033-100775 | 19 Apr 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 1.05 hr | 9.3 hr | Met |
| COB033-100774 | 17 Apr 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Closed | — | — | n/a |
| COB033-100773 | 15 Apr 2026 | Service Request | Report not generating Line of business app · KB · Branch | P3 | Closed | 0.15 hr | 1.7 days | Met |
| COB033-100772 | 14 Apr 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 4.92 hr | 2.1 days | Met |
| COB033-100771 | 13 Apr 2026 | Incident | Voicemail not delivering Telephony · SE · Branch | P3 | Closed | 8.29 hr | 1.2 days | Missed |
| COB033-100770 | 10 Apr 2026 | Service Request | Phishing report triage Security · KB · Head Office | P2 | Closed | 1.24 hr | 4.9 hr | Met |
| COB033-100769 | 09 Apr 2026 | Incident | Suspicious sign-in review Security · AB · Remote | P2 | Closed | 3.98 hr | 1.1 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.