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Denby Surveyors Ltd

DEN307ActiveProject only

denbysurveyors.co.uk · Property · Account manager Rachel Byrne

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy25 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 7 records in this selection sit outside that — quotes, projects and planned installs, plus 3 calls billed time and materials. They stay visible for volume context.

Service performance

17 eligible records in this year
Average first response
2.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
94.1%
1 call(s) over the 8-hour target
First-time fix
64.7%
Where the source records the field

Volume

Contract calls
17
24 calls logged in the period
Off contract
3
£620.25 chargeable
Open / closed
1 / 23
Across the selected period
Data-quality gaps
0
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

17
records
  • User admin3
  • Network3
  • Hardware3
  • Security3
  • Microsoft 3652
  • Email1

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026172.21 hr94.1%17

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Daniel Blacker42.15 hr100%0
Kelly Gregory33.86 hr67%1
Damian Armstrong22.95 hr100%0
Stacey Thomas22.79 hr100%0
Barry Ebbs20.86 hr100%0
Karen Taylor10.89 hr100%0
(Not recorded)10.98 hr100%0
Aiden Higgins10.90 hr100%0
Anne-Marie Cable11.50 hr100%0

1 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 1.4 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
304464Kelly GregoryApple MacBook Air M22026-06-11 08:089.35 hr+1.4ABReplacement keyboard

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

24 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
DEN307-10007225 Aug 2026Planned Install · excludedSlow VPN
Network · KB · Head Office
P3In Progress——n/a
DEN307-10007121 Aug 2026IncidentSite offline
Network · AB · Site 2
P3Resolved0.63 hr1.5 daysMet
DEN307-10007023 Jul 2026IncidentNew starter setup
User admin · KB · Site 2
P3Closed4.14 hr2.3 daysMet
DEN307-10006922 Jul 2026Service RequestOutlook not syncing
Microsoft 365 · ML · Head Office
P3Resolved0.90 hr1.4 daysMet
DEN307-10006821 Jul 2026IncidentEndpoint alert investigation
Security · KB · Head Office
P4Resolved0.85 hr21.0 hrMet
DEN307-10006714 Jul 2026IncidentNew starter setup
User admin · BK · Head Office
P4Closed1.50 hr1.3 daysMet
DEN307-10006601 Jul 2026Service RequestSuspicious sign-in review
Security · AB · Head Office
P2Resolved0.90 hr8.6 hrMet
DEN307-10006516 Jun 2026Service Request · excludedNew starter setup
User admin · BK · Head Office
P4Closed——n/a
DEN307-10006411 Jun 2026Service RequestReplacement keyboard
Hardware · AB · Head Office
P3Closed9.35 hr1.3 daysMissed
DEN307-10006305 Jun 2026Project · excludedDatabase timeout
Line of business app · ML · Head Office
P3Resolved——n/a
DEN307-10006220 May 2026IncidentReplacement keyboard
Hardware · BK · Remote
P3Closed0.88 hr1.9 daysMet
DEN307-10006113 May 2026Service Request · excludedNew starter setup
User admin · KB · Head Office
P4Closed——n/a
DEN307-10006012 May 2026IncidentVoicemail not delivering
Telephony · SE · Head Office
P3Closed4.38 hr5.2 hrMet
DEN307-10005911 May 2026Service RequestMFA reset
Security · KB · Head Office
P4Closed0.98 hr1.4 daysMet
DEN307-10005814 Apr 2026Service RequestWi-Fi dropouts in warehouse
Network · KB · Head Office
P4Closed1.43 hr2.3 daysMet
DEN307-10005704 Apr 2026Quote · excludedNew printer driver rollout
Printing · TAG · Head Office
P3Closed——n/a
DEN307-10005603 Apr 2026Service RequestReplacement keyboard
Hardware · SE · Head Office
P3Resolved1.20 hr1.7 daysMet
DEN307-10005531 Mar 2026ChangeWi-Fi dropouts in warehouse
Network · BK · Branch
P3Closed0.89 hr1.9 daysMet
DEN307-10005419 Mar 2026IncidentSharePoint permission request
Microsoft 365 · KB · Head Office
P4Closed4.83 hr11.2 hrMet
DEN307-10005317 Mar 2026ChangeScan to email failing
Printing · SE · Head Office
P3Resolved1.07 hr7.3 hrMet
DEN307-10005210 Mar 2026Incident · excludedLeaver process
User admin · TAG · Head Office
P3Closed——n/a
DEN307-10005119 Feb 2026IncidentName change request
User admin · SE · Head Office
P2Closed2.93 hr1.4 daysMet
DEN307-10005010 Feb 2026IncidentDistribution list change
Email · KB · Head Office
P3Resolved0.79 hr7.7 hrMet
DEN307-10004923 Jan 2026Project · excludedDatabase timeout
Line of business app · ML · Remote
P4Closed——n/a
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.