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Denby Bakery Group

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denbybakery.co.uk · Food production · Account manager Tom Whitfield

Microsoft 365Healthy16 hr agoSupport & assets (SQL)Healthy18 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. 36 records in this selection sit outside that — quotes, projects and planned installs, plus 16 calls billed time and materials. They stay visible for volume context.

Service performance

77 eligible records in this year
Average first response
5.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.9%
8 call(s) over the 8-hour target
First-time fix
71.4%
Where the source records the field

Volume

Contract calls
77
113 calls logged in the period
Off contract
16
£5,435.25 chargeable
Open / closed
4 / 109
Across the selected period
Data-quality gaps
5
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

77
records
  • Microsoft 36512
  • Line of business app9
  • Backup9
  • Security8
  • Hardware7
  • User admin7

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026775.08 hr88.9%836

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
Stacey Thomas106.77 hr80%2
Anne-Marie Cable92.37 hr89%1
Kelly Gregory818.86 hr75%2
Barry Ebbs82.07 hr100%0
Chloe Dempsey74.36 hr83%1
Karen Taylor72.75 hr100%0
Daniel Blacker63.66 hr75%1
Aiden Higgins62.60 hr100%0
Julie Herbert52.88 hr80%1
(Not recorded)52.42 hr100%0
Rachael Parkin42.29 hr100%0
Phil Jenkins13.29 hr100%0

8 contract calls missed the 8-hour target

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

Longest 117.9 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
308574Kelly GregoryLenovo ThinkPad T142026-01-01 14:22125.89 hr+117.9KBOneDrive sync conflict
308661Stacey ThomasSamsung Galaxy A542026-07-06 13:4741.73 hr+33.7ABOutlook not syncing
308625Chloe DempseySamsung Galaxy A542026-04-17 14:5318.13 hr+10.1BKWi-Fi dropouts in warehouse
308590Julie HerbertDell Latitude E74702026-02-06 08:0211.71 hr+3.7BKNew extension setup
308673Anne-Marie CableDell OptiPlex 30502026-07-28 13:4211.48 hr+3.5MLScreen flickering
308614Daniel BlackerApple MacBook Pro 142026-03-27 14:5311.14 hr+3.1KBReport not generating
308676Stacey ThomasDell Latitude 74202026-08-06 13:3810.48 hr+2.5MLScan to email failing
308577Kelly GregoryDell Latitude E74702026-01-13 14:1010.14 hr+2.1ABLicence renewal

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Kelly GregoryEmail / Microsoft 365301 Jan 2026 – 18 Jun 2026
Anne-Marie CableHardware316 Jan 2026 – 28 Jul 2026
Julie HerbertMonitoring / server / security322 Jan 2026 – 22 May 2026
Stacey ThomasPrinting305 Feb 2026 – 06 Aug 2026
Chloe DempseyEmail / Microsoft 365311 Feb 2026 – 14 Aug 2026
Karen TaylorUser administration305 Mar 2026 – 13 Aug 2026
Aiden HigginsMonitoring / server / security303 Apr 2026 – 24 Jun 2026
Barry EbbsEmail / Microsoft 365314 Apr 2026 – 09 Jul 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Samsung Galaxy A54Email / Microsoft 365314 Apr 2026 – 06 Jul 2026
Dell Latitude 5440Email / Microsoft 365301 May 2026 – 25 Jun 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
DEN343-10032025 Aug 2026Service Request · excludedSpoofed email reported
Email · SE · Remote
P3In Progress——n/a
DEN343-10031924 Aug 2026ChangeSuspicious sign-in review
Security · AB · Head Office
P3Closed0.99 hr1.0 daysMet
DEN343-10031821 Aug 2026Service RequestApplication crash on launch
Line of business app · TAG · Head Office
P3Resolved4.12 hr2.8 hrMet
DEN343-10031720 Aug 2026Service Request · excludedSharePoint permission request
Microsoft 365 · SE · Head Office
P2In Progress——n/a
DEN343-10031619 Aug 2026Service RequestReport not generating
Line of business app · SE · Head Office
P4Closed0.50 hr2.4 daysMet
DEN343-10031517 Aug 2026Service RequestVoicemail not delivering
Telephony · ML · Branch
P1Closed5.82 hr12.7 hrMet
DEN343-10031414 Aug 2026IncidentOutlook not syncing
Microsoft 365 · KB · Head Office
P3Closed——n/a
DEN343-10031313 Aug 2026IncidentPermission change
User admin · ML · Head Office
P3Closed0.95 hr23.1 hrMet
DEN343-10031212 Aug 2026ChangeDistribution list change
Email · BK · Branch
P3Resolved0.23 hr7.1 hrMet
DEN343-10031110 Aug 2026Quote · excludedDistribution list change
Email · KB · Head Office
P3Resolved——n/a
DEN343-10031006 Aug 2026IncidentScan to email failing
Printing · ML · Head Office
P3Closed10.48 hr7.6 hrMissed
DEN343-10030903 Aug 2026Quote · excludedMessage quarantined
Email · TAG · Head Office
P3Open——n/a
DEN343-10030830 Jul 2026IncidentSpoofed email reported
Email · BK · Head Office
P3Resolved6.07 hr2.1 hrMet
DEN343-10030728 Jul 2026Service RequestScreen flickering
Hardware · ML · Branch
P4Closed11.48 hr18.7 hrMissed
DEN343-10030627 Jul 2026IncidentPermission change
User admin · BK · Head Office
P4Closed1.00 hr12.6 hrMet
DEN343-10030523 Jul 2026IncidentRetention change
Backup · SE · Head Office
P3Resolved0.74 hr1.3 daysMet
DEN343-10030422 Jul 2026IncidentMFA reset
Security · KB · Branch
P4Closed3.29 hr1.6 daysMet
DEN343-10030321 Jul 2026Change · excludedPermission change
User admin · TAG · Branch
P4Closed——n/a
DEN343-10030220 Jul 2026Service RequestSpoofed email reported
Email · TAG · Head Office
P1Resolved——n/a
DEN343-10030117 Jul 2026IncidentBackup job failed
Backup · AB · Head Office
P2Resolved5.61 hr1.2 daysMet
DEN343-10030016 Jul 2026Quote · excludedHandset registration
Telephony · KB · Remote
P1Open——n/a
DEN343-10029914 Jul 2026Service RequestPrinter offline
Printing · AB · Head Office
P4Closed5.81 hr2.1 hrMet
DEN343-10029813 Jul 2026Service RequestReplacement keyboard
Hardware · TAG · Head Office
P3Resolved1.06 hr12.8 hrMet
DEN343-10029709 Jul 2026IncidentSharePoint permission request
Microsoft 365 · TAG · Branch
P4Resolved0.46 hr2.1 daysMet
DEN343-10029607 Jul 2026Change · excludedScan to email failing
Printing · ML · Head Office
P3Closed——n/a
DEN343-10029506 Jul 2026ChangeOutlook not syncing
Microsoft 365 · AB · Head Office
P4Resolved41.73 hr1.2 daysMissed
DEN343-10029402 Jul 2026IncidentCall quality issue
Telephony · AB · Remote
P3Resolved0.62 hr1.7 daysMet
DEN343-10029301 Jul 2026IncidentNew extension setup
Telephony · BK · Head Office
P4Closed0.90 hr1.2 daysMet
DEN343-10029230 Jun 2026IncidentReport not generating
Line of business app · TAG · Head Office
P3Closed0.29 hr9.4 hrMet
DEN343-10029125 Jun 2026Service RequestTeams sign-in loop
Microsoft 365 · AB · Remote
P3Resolved2.48 hr2.2 daysMet
DEN343-10029024 Jun 2026Service RequestSuspicious sign-in review
Security · BK · Branch
P3Closed——n/a
DEN343-10028919 Jun 2026IncidentSharePoint permission request
Microsoft 365 · ML · Branch
P1Resolved0.41 hr9.5 hrMet
DEN343-10028818 Jun 2026IncidentTeams sign-in loop
Microsoft 365 · AB · Branch
P3Closed5.61 hr1.9 daysMet
DEN343-10028717 Jun 2026Incident · excludedNew starter setup
User admin · TAG · Head Office
P4Closed——n/a
DEN343-10028610 Jun 2026Service RequestBackup capacity review
Backup · TAG · Head Office
P3Closed0.39 hr1.2 daysMet
DEN343-10028509 Jun 2026IncidentRestore request
Backup · SE · Head Office
P3Closed3.14 hr1.2 daysMet
DEN343-10028408 Jun 2026Service RequestTeams sign-in loop
Microsoft 365 · BK · Remote
P4Resolved4.26 hr1.6 daysMet
DEN343-10028304 Jun 2026IncidentVoicemail not delivering
Telephony · KB · Head Office
P4Closed0.11 hr1.2 daysMet
DEN343-10028203 Jun 2026IncidentBackup capacity review
Backup · TAG · Head Office
P4Closed3.63 hr8.7 hrMet
DEN343-10028102 Jun 2026Service RequestMailbox delegation
Email · KB · Head Office
P2Closed0.99 hr21.5 hrMet
DEN343-10028001 Jun 2026Project · excludedSwitch port fault
Network · ML · Head Office
P3Closed——n/a
DEN343-10027929 May 2026Project · excludedTeams sign-in loop
Microsoft 365 · BK · Head Office
P4Closed——n/a
DEN343-10027828 May 2026Service RequestScreen flickering
Hardware · TAG · Head Office
P4Resolved0.44 hr4.8 hrMet
DEN343-10027727 May 2026IncidentNew printer driver rollout
Printing · ML · Branch
P4Resolved0.79 hr2.3 daysMet
DEN343-10027625 May 2026Service RequestNew printer driver rollout
Printing · AB · Head Office
P4Resolved5.51 hr21.2 hrMet
DEN343-10027522 May 2026IncidentPhishing report triage
Security · TAG · Branch
P3Closed0.60 hr18.5 hrMet
DEN343-10027421 May 2026Service RequestMailbox delegation
Email · TAG · Head Office
P3Resolved0.25 hr2.4 daysMet
DEN343-10027319 May 2026IncidentMFA reset
Security · KB · Head Office
P2Closed1.06 hr2.0 daysMet
DEN343-10027215 May 2026Service RequestScreen flickering
Hardware · KB · Remote
P3Closed1.07 hr19.5 hrMet
DEN343-10027114 May 2026Service RequestSwitch port fault
Network · AB · Head Office
P3Resolved0.64 hr10.5 hrMet
DEN343-10027013 May 2026Planned Install · excludedVoicemail not delivering
Telephony · ML · Remote
P4Resolved——n/a
DEN343-10026911 May 2026Service RequestPhishing report triage
Security · AB · Head Office
P3Resolved5.34 hr0.3 hrMet
DEN343-10026804 May 2026Incident · excludedScreen flickering
Hardware · ML · Head Office
P4Closed——n/a
DEN343-10026701 May 2026IncidentSharePoint permission request
Microsoft 365 · KB · Remote
P2Resolved2.18 hr1.5 daysMet
DEN343-10026630 Apr 2026IncidentRestore request
Backup · SE · Site 2
P3Resolved5.62 hr2.1 daysMet
DEN343-10026528 Apr 2026Service RequestOneDrive sync conflict
Microsoft 365 · SE · Branch
P3Resolved0.12 hr1.1 daysMet
DEN343-10026427 Apr 2026IncidentSpoofed email reported
Email · BK · Branch
P3Closed1.38 hr2.3 daysMet
DEN343-10026323 Apr 2026Service RequestEndpoint alert investigation
Security · KB · Head Office
P3Resolved1.92 hr1.2 daysMet
DEN343-10026222 Apr 2026IncidentDatabase timeout
Line of business app · TAG · Head Office
P3Closed1.40 hr1.7 daysMet
DEN343-10026121 Apr 2026Service RequestBackup capacity review
Backup · ML · Site 2
P3Closed——n/a
DEN343-10026020 Apr 2026Service RequestWi-Fi dropouts in warehouse
Network · SE · Remote
P3Resolved0.67 hr1.8 daysMet
DEN343-10025917 Apr 2026IncidentWi-Fi dropouts in warehouse
Network · BK · Head Office
P3Closed18.13 hr1.0 daysMissed
DEN343-10025814 Apr 2026Service RequestMessage quarantined
Email · TAG · Head Office
P3Closed2.76 hr1.1 daysMet
DEN343-10025710 Apr 2026Quote · excludedBackup job failed
Backup · BK · Head Office
P3Resolved——n/a
DEN343-10025608 Apr 2026Service Request · excludedRetention change
Backup · TAG · Head Office
P3Resolved——n/a
DEN343-10025507 Apr 2026IncidentSite offline
Network · AB · Head Office
P3Resolved1.09 hr20.1 hrMet
DEN343-10025403 Apr 2026Service RequestSlow VPN
Network · BK · Head Office
P3Resolved——n/a
DEN343-10025302 Apr 2026Service RequestBackup capacity review
Backup · ML · Head Office
P2Closed4.98 hr1.6 hrMet
DEN343-10025201 Apr 2026Project · excludedRestore request
Backup · TAG · Remote
P2Closed——n/a
DEN343-10025131 Mar 2026Service RequestWi-Fi dropouts in warehouse
Network · KB · Head Office
P2Resolved0.63 hr1.1 daysMet
DEN343-10025030 Mar 2026Project · excludedReplacement keyboard
Hardware · AB · Head Office
P4Closed——n/a
DEN343-10024929 Mar 2026IncidentLeaver process
User admin · AB · Head Office
P3Resolved0.60 hr2.0 daysMet
DEN343-10024827 Mar 2026IncidentReport not generating
Line of business app · KB · Branch
P3Closed11.14 hr1.2 daysMissed
DEN343-10024725 Mar 2026Service RequestReport not generating
Line of business app · AB · Head Office
P4Resolved4.99 hr2.4 daysMet
DEN343-10024624 Mar 2026Planned Install · excludedVoicemail not delivering
Telephony · BK · Branch
P4Resolved——n/a
DEN343-10024523 Mar 2026Quote · excludedDocking station not detected
Hardware · SE · Head Office
P4Closed——n/a
DEN343-10024420 Mar 2026Service RequestNew starter setup
User admin · ML · Head Office
P3Resolved2.95 hr2.4 daysMet
DEN343-10024319 Mar 2026Service Request · excludedPhishing report triage
Security · TAG · Head Office
P3Resolved——n/a
DEN343-10024218 Mar 2026Service RequestDocking station not detected
Hardware · TAG · Remote
P4Closed1.02 hr1.7 daysMet
DEN343-10024113 Mar 2026Incident · excludedSwitch port fault
Network · BK · Head Office
P3Resolved——n/a
DEN343-10024012 Mar 2026Project · excludedBackup job failed
Backup · BK · Head Office
P2Closed——n/a
DEN343-10023910 Mar 2026Incident · excludedScreen flickering
Hardware · TAG · Head Office
P2Closed——n/a
DEN343-10023806 Mar 2026Service RequestSharePoint permission request
Microsoft 365 · TAG · Site 2
P3Resolved0.90 hr1.4 daysMet
DEN343-10023705 Mar 2026Service RequestName change request
User admin · AB · Head Office
P4Closed3.04 hr1.6 daysMet
DEN343-10023604 Mar 2026Service Request · excludedSpoofed email reported
Email · SE · Head Office
P2Resolved——n/a
DEN343-10023503 Mar 2026Quote · excludedSwitch port fault
Network · ML · Branch
P2Resolved——n/a
DEN343-10023402 Mar 2026Service Request · excludedPrinter offline
Printing · KB · Remote
P3Resolved——n/a
DEN343-10023326 Feb 2026Planned Install · excludedLicence renewal
Line of business app · TAG · Head Office
P3Resolved——n/a
DEN343-10023225 Feb 2026IncidentPermission change
User admin · ML · Head Office
P3Resolved0.99 hr1.6 daysMet
DEN343-10023123 Feb 2026IncidentLicence renewal
Line of business app · BK · Head Office
P3Closed0.54 hr1.2 daysMet
DEN343-10023019 Feb 2026Project · excludedReport not generating
Line of business app · KB · Head Office
P3Resolved——n/a
DEN343-10022917 Feb 2026IncidentSwitch port fault
Network · ML · Remote
P2Closed0.57 hr18.2 hrMet
DEN343-10022816 Feb 2026Service RequestDocking station not detected
Hardware · TAG · Head Office
P4Resolved0.66 hr3.6 hrMet
DEN343-10022713 Feb 2026Quote · excludedScan to email failing
Printing · BK · Head Office
P4Closed——n/a
DEN343-10022611 Feb 2026Service RequestSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Closed0.58 hr18.6 hrMet
DEN343-10022510 Feb 2026ChangeBackup job failed
Backup · BK · Remote
P4Closed0.78 hr2.1 daysMet
DEN343-10022406 Feb 2026Service RequestNew extension setup
Telephony · BK · Head Office
P3Closed11.71 hr7.0 hrMissed
DEN343-10022305 Feb 2026IncidentPrinter offline
Printing · BK · Head Office
P4Closed4.91 hr7.7 hrMet
DEN343-10022202 Feb 2026Service Request · excludedSlow VPN
Network · AB · Head Office
P4Resolved——n/a
DEN343-10022130 Jan 2026Incident · excludedEndpoint alert investigation
Security · SE · Head Office
P4Closed——n/a
DEN343-10022029 Jan 2026ChangeLeaver process
User admin · AB · Head Office
P4Resolved0.26 hr1.1 daysMet
DEN343-10021928 Jan 2026Service Request · excludedHandset registration
Telephony · BK · Head Office
P2Closed——n/a
DEN343-10021827 Jan 2026Quote · excludedNew starter setup
User admin · KB · Head Office
P3Closed——n/a
DEN343-10021723 Jan 2026Quote · excludedRestore request
Backup · KB · Remote
P4Resolved——n/a
DEN343-10021622 Jan 2026IncidentEndpoint alert investigation
Security · ML · Branch
P3Closed1.19 hr13.4 hrMet
DEN343-10021519 Jan 2026IncidentLicence renewal
Line of business app · KB · Head Office
P2Closed1.94 hr1.4 daysMet
DEN343-10021416 Jan 2026IncidentDocking station not detected
Hardware · SE · Remote
P1Resolved0.92 hr16.8 hrMet
DEN343-10021315 Jan 2026Quote · excludedVoicemail not delivering
Telephony · BK · Branch
P3Closed——n/a
DEN343-10021214 Jan 2026Planned Install · excludedSpoofed email reported
Email · KB · Remote
P3Resolved——n/a
DEN343-10021113 Jan 2026IncidentLicence renewal
Line of business app · AB · Head Office
P4Closed10.14 hr2.5 daysMissed
DEN343-10021008 Jan 2026ChangeCall quality issue
Telephony · AB · Head Office
P3Closed0.53 hr2.0 daysMet
DEN343-10020907 Jan 2026Service Request · excludedPhishing report triage
Security · ML · Remote
P3Resolved——n/a
DEN343-10020801 Jan 2026IncidentOneDrive sync conflict
Microsoft 365 · KB · Branch
P3Resolved125.89 hr17.1 hrMissed
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.