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Duncombe Wealth Holdings

DUN130OnboardingTime and materials

duncombewealth.co.uk · Financial services · Account manager Priya Raman

Microsoft 365Healthy8 hr agoSupport & assets (SQL)Healthy6 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 5 calls billed time and materials. They stay visible for volume context.

Service performance

17 eligible records in this year
Average first response
3.3 hr
Target 8 hours from logged to responded
Average resolution
22.4 hr
Open records excluded from the average
SLA achievement
88.2%
2 call(s) over the 8-hour target
First-time fix
58.8%
Where the source records the field

Volume

Contract calls
17
24 calls logged in the period
Off contract
5
£1,185 chargeable
Open / closed
0 / 24
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
  • Telephony4
  • Security3
  • Email3
  • Network2
  • Hardware2
  • Microsoft 3652

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026173.25 hr88.2%27

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
Anne-Marie Cable55.83 hr60%2
Karen Taylor43.38 hr100%0
Stacey Thomas22.05 hr100%0
Julie Herbert21.03 hr100%0
Barry Ebbs13.06 hr100%0
Kelly Gregory10.55 hr100%0
Aiden Higgins11.86 hr100%0
(Not recorded)10.99 hr100%0

2 contract calls missed the 8-hour target

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

Longest 2.9 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
306581Anne-Marie CableDell Latitude E74702026-02-06 12:3810.87 hr+2.9ABVoicemail not delivering
306592Anne-Marie CableDell Latitude 74202026-06-02 12:269.87 hr+1.9ABReplacement 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
DUN130-10006010 Aug 2026Service RequestEndpoint alert investigation
Security · KB · Branch
P3Closed5.42 hr1.3 hrMet
DUN130-10005902 Jul 2026Service Request · excludedLeaver process
User admin · TAG · Branch
P3Resolved——n/a
DUN130-10005819 Jun 2026IncidentSwitch port fault
Network · BK · Head Office
P4Resolved0.80 hr1.4 daysMet
DUN130-10005712 Jun 2026Service RequestMessage quarantined
Email · BK · Branch
P3Closed1.42 hr2.2 daysMet
DUN130-10005610 Jun 2026IncidentSpoofed email reported
Email · KB · Head Office
P4Closed1.26 hr15.7 hrMet
DUN130-10005509 Jun 2026ChangePhishing report triage
Security · AB · Head Office
P3Closed0.07 hr12.2 hrMet
DUN130-10005404 Jun 2026IncidentCall quality issue
Telephony · BK · Head Office
P3Resolved0.08 hr13.1 hrMet
DUN130-10005302 Jun 2026IncidentReplacement keyboard
Hardware · AB · Branch
P4Resolved9.87 hr8.4 hrMissed
DUN130-10005228 May 2026Incident · excludedApplication crash on launch
Line of business app · KB · Head Office
P3Resolved——n/a
DUN130-10005115 May 2026Quote · excludedHandset registration
Telephony · ML · Branch
P3Closed——n/a
DUN130-10005003 May 2026Incident · excludedApplication crash on launch
Line of business app · SE · Head Office
P3Closed——n/a
DUN130-10004929 Apr 2026Service RequestOutlook not syncing
Microsoft 365 · ML · Head Office
P2Closed5.56 hr10.2 hrMet
DUN130-10004823 Apr 2026IncidentTeams sign-in loop
Microsoft 365 · TAG · Head Office
P3Resolved0.99 hr19.9 hrMet
DUN130-10004719 Mar 2026IncidentMessage quarantined
Email · AB · Site 2
P3Closed4.03 hr0.9 hrMet
DUN130-10004618 Mar 2026IncidentVoicemail not delivering
Telephony · KB · Head Office
P3Closed5.92 hr2.3 daysMet
DUN130-10004512 Mar 2026IncidentReplacement keyboard
Hardware · KB · Remote
P4Closed1.86 hr0.6 hrMet
DUN130-10004421 Feb 2026Incident · excludedWi-Fi dropouts in warehouse
Network · TAG · Head Office
P4Resolved——n/a
DUN130-10004318 Feb 2026Service RequestEndpoint alert investigation
Security · ML · Head Office
P3Closed0.55 hr1.9 hrMet
DUN130-10004206 Feb 2026Service RequestVoicemail not delivering
Telephony · AB · Head Office
P4Resolved10.87 hr2.1 daysMissed
DUN130-10004123 Jan 2026Change · excludedVoicemail not delivering
Telephony · TAG · Site 2
P4Closed——n/a
DUN130-10004020 Jan 2026Planned Install · excludedHandset registration
Telephony · ML · Head Office
P3Closed——n/a
DUN130-10003912 Jan 2026Service RequestHandset registration
Telephony · TAG · Site 2
P4Closed3.06 hr1.2 daysMet
DUN130-10003807 Jan 2026IncidentWi-Fi dropouts in warehouse
Network · TAG · Head Office
P3Resolved1.43 hr1.3 daysMet
DUN130-10003704 Jan 2026IncidentLicence renewal
Line of business app · BK · Head Office
P3Closed2.12 hr1.8 daysMet
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.