SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 31 records in this selection sit outside that — quotes, projects and planned installs, plus 19 calls billed time and materials. They stay visible for volume context.
Service performance
77 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
86.5%
10 call(s) over the 8-hour target
First-time fix
72.7%
Where the source records the field
Volume
Contract calls
77
108 calls logged in the period
Off contract
19
£4,408.5 chargeable
Open / closed
3 / 105
Across the selected period
Data-quality gaps
3
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
- User admin12
- Printing12
- Security9
- Email8
- Hardware7
- Network7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 77 | 4.16 hr | 86.5% | 10 | 31 |
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 | 11 | 1.90 hr | 91% | 1 |
| (Not recorded) | 9 | 4.27 hr | 78% | 2 |
| Kelly Gregory | 9 | 1.40 hr | 100% | 0 |
| Karen Taylor | 9 | 10.40 hr | 75% | 2 |
| Barry Ebbs | 7 | 1.78 hr | 100% | 0 |
| Stacey Thomas | 7 | 9.26 hr | 86% | 1 |
| Damian Armstrong | 7 | 3.11 hr | 83% | 1 |
| Rachael Parkin | 5 | 4.32 hr | 75% | 1 |
| Daniel Blacker | 4 | 3.18 hr | 75% | 1 |
| Phil Jenkins | 3 | 5.70 hr | 67% | 1 |
| Aiden Higgins | 3 | 1.44 hr | 100% | 0 |
| Julie Herbert | 2 | 2.68 hr | 100% | 0 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 53.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304566 | Karen Taylor | Ubiquiti UAP-AC-PRO | 2026-07-07 16:25 | 61.77 hr | +53.8 | SE | Laptop will not boot |
| 304497 | Stacey Thomas | Dell Latitude E7470 | 2026-02-10 16:55 | 47.58 hr | +39.6 | TAG | Suspicious sign-in review |
| 304516 | (Not recorded) | Apple MacBook Air M2 | 2026-03-19 10:09 | 11.73 hr | +3.7 | BK | Toner replacement |
| 304545 | (Not recorded) | HP t640 | 2026-05-29 10:12 | 11.32 hr | +3.3 | TAG | New starter setup |
| 304536 | Rachael Parkin | Dell OptiPlex 3050 | 2026-05-05 14:03 | 10.46 hr | +2.5 | ML | New starter setup |
| 304587 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-08-15 15:46 | 10.27 hr | +2.3 | BK | Docking station not detected |
| 304511 | Karen Taylor | Netgear GS724T | 2026-03-11 16:34 | 9.95 hr | +1.9 | KB | SharePoint permission request |
| 304489 | Daniel Blacker | HP t640 | 2026-01-23 14:14 | 9.78 hr | +1.8 | BK | Name change request |
| 304498 | Phil Jenkins | HPE ProLiant DL380 Gen10 | 2026-02-11 16:54 | 8.78 hr | +0.8 | TAG | Distribution list change |
| 304548 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-06-02 16:59 | 8.15 hr | +0.1 | AB | Suspicious sign-in review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 5 | 06 Feb 2026 – 31 May 2026 |
| Anne-Marie Cable | Line of business app | 3 | 03 Feb 2026 – 06 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 02 Mar 2026 – 07 May 2026 |
| Damian Armstrong | Email / Microsoft 365 | 3 | 17 Apr 2026 – 28 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 27 Apr 2026 – 15 Jul 2026 |
| Barry Ebbs | Monitoring / server / security | 3 | 01 Jun 2026 – 13 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP t640 | User administration | 5 | 07 Jan 2026 – 06 Aug 2026 |
| IGEL UD3 | Monitoring / server / security | 3 | 06 Feb 2026 – 29 Apr 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
108 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| EAS019-100325 | 20 Aug 2026 | Quote · excluded | Switch port fault Network · KB · Remote | P3 | In Progress | — | — | n/a |
| EAS019-100324 | 18 Aug 2026 | Quote · excluded | Slow VPN Network · ML · Head Office | P3 | In Progress | — | — | n/a |
| EAS019-100323 | 15 Aug 2026 | Incident | Docking station not detected Hardware · BK · Branch | P4 | Closed | 10.27 hr | 1.8 days | Missed |
| EAS019-100322 | 14 Aug 2026 | Quote · excluded | Printer offline Printing · KB · Head Office | P1 | Open | — | — | n/a |
| EAS019-100321 | 13 Aug 2026 | Incident | MFA reset Security · AB · Head Office | P3 | Closed | 0.95 hr | 1.2 days | Met |
| EAS019-100320 | 11 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P4 | Resolved | 1.23 hr | 1.5 days | Met |
| EAS019-100319 | 07 Aug 2026 | Incident · excluded | Licence renewal Line of business app · KB · Remote | P3 | Closed | — | — | n/a |
| EAS019-100318 | 06 Aug 2026 | Service Request | New starter setup User admin · TAG · Remote | P2 | Closed | 0.71 hr | 13.4 hr | Met |
| EAS019-100317 | 05 Aug 2026 | Service Request | Restore request Backup · SE · Branch | P4 | Resolved | 0.59 hr | 1.5 days | Met |
| EAS019-100316 | 04 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 1.11 hr | 2.3 days | Met |
| EAS019-100315 | 31 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Branch | P1 | Closed | — | — | n/a |
| EAS019-100314 | 30 Jul 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Resolved | 0.12 hr | 1.7 days | Met |
| EAS019-100313 | 28 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 5.81 hr | 1.7 days | Met |
| EAS019-100312 | 27 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Resolved | — | — | n/a |
| EAS019-100311 | 24 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Branch | P4 | Closed | 3.16 hr | 1.7 days | Met |
| EAS019-100310 | 23 Jul 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100309 | 22 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100308 | 21 Jul 2026 | Incident · excluded | Docking station not detected Hardware · KB · Remote | P3 | Resolved | — | — | n/a |
| EAS019-100307 | 20 Jul 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 4.28 hr | 18.1 hr | Met |
| EAS019-100306 | 15 Jul 2026 | Change | Wi-Fi dropouts in warehouse Network · TAG · Branch | P4 | Resolved | 0.46 hr | 0.4 hr | Met |
| EAS019-100305 | 13 Jul 2026 | Incident | Name change request User admin · AB · Head Office | P2 | Resolved | 0.87 hr | 4.3 hr | Met |
| EAS019-100304 | 10 Jul 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P2 | Resolved | 1.48 hr | 1.8 days | Met |
| EAS019-100303 | 09 Jul 2026 | Service Request · excluded | Phishing report triage Security · AB · Remote | P4 | Closed | — | — | n/a |
| EAS019-100302 | 07 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 61.77 hr | 1.5 days | Missed |
| EAS019-100301 | 06 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 1.25 hr | 7.8 hr | Met |
| EAS019-100300 | 03 Jul 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Closed | — | — | n/a |
| EAS019-100299 | 02 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | 4.75 hr | 1.6 days | Met |
| EAS019-100298 | 01 Jul 2026 | Service Request | Licence renewal Line of business app · SE · Branch | P4 | Closed | 4.39 hr | 1.2 days | Met |
| EAS019-100297 | 29 Jun 2026 | Service Request · excluded | Call quality issue Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| EAS019-100296 | 26 Jun 2026 | Service Request | Distribution list change Email · BK · Branch | P3 | Closed | 0.35 hr | 20.5 hr | Met |
| EAS019-100295 | 24 Jun 2026 | Service Request | MFA reset Security · AB · Head Office | P3 | Closed | 3.65 hr | 19.6 hr | Met |
| EAS019-100294 | 23 Jun 2026 | Incident | Scan to email failing Printing · AB · Head Office | P4 | Closed | 0.20 hr | 1.6 days | Met |
| EAS019-100293 | 20 Jun 2026 | Incident · excluded | Backup capacity review Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| EAS019-100292 | 18 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Resolved | 0.34 hr | 23.1 hr | Met |
| EAS019-100291 | 17 Jun 2026 | Incident | Laptop will not boot Hardware · ML · Site 2 | P4 | Closed | 0.28 hr | 1.4 days | Met |
| EAS019-100290 | 12 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Remote | P3 | Closed | 0.89 hr | 2.2 days | Met |
| EAS019-100289 | 11 Jun 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 1.35 hr | 3.2 hr | Met |
| EAS019-100288 | 10 Jun 2026 | Service Request · excluded | Backup job failed Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100287 | 08 Jun 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · TAG · Remote | P2 | Resolved | — | — | n/a |
| EAS019-100286 | 05 Jun 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P1 | Resolved | — | — | n/a |
| EAS019-100285 | 04 Jun 2026 | Incident | Phishing report triage Security · BK · Remote | P4 | Closed | 4.18 hr | 1.6 days | Met |
| EAS019-100284 | 02 Jun 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P2 | Resolved | 8.15 hr | 3.9 hr | Missed |
| EAS019-100283 | 01 Jun 2026 | Incident | Suspicious sign-in review Security · KB · Remote | P3 | Resolved | 0.80 hr | 3.7 hr | Met |
| EAS019-100282 | 31 May 2026 | Incident | Switch port fault Network · TAG · Head Office | P2 | Closed | 1.40 hr | 1.3 days | Met |
| EAS019-100281 | 29 May 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 11.32 hr | 6.3 hr | Missed |
| EAS019-100280 | 28 May 2026 | Project · excluded | Report not generating Line of business app · AB · Remote | P2 | Resolved | — | — | n/a |
| EAS019-100279 | 27 May 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | 0.62 hr | 1.8 days | Met |
| EAS019-100278 | 25 May 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100277 | 21 May 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100276 | 15 May 2026 | Incident · excluded | Distribution list change Email · BK · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100275 | 11 May 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P4 | Closed | 0.13 hr | 2.3 days | Met |
| EAS019-100274 | 07 May 2026 | Service Request | Mailbox delegation Email · TAG · Branch | P3 | Resolved | 0.42 hr | 6.5 hr | Met |
| EAS019-100273 | 06 May 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Closed | 1.17 hr | 12.4 hr | Met |
| EAS019-100272 | 05 May 2026 | Incident | New starter setup User admin · ML · Remote | P3 | Resolved | 10.46 hr | 1.5 days | Missed |
| EAS019-100271 | 04 May 2026 | Service Request · excluded | Call quality issue Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100270 | 01 May 2026 | Service Request | Printer offline Printing · KB · Remote | P4 | Closed | 1.90 hr | 19.5 hr | Met |
| EAS019-100269 | 29 Apr 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Closed | 0.43 hr | 14.3 hr | Met |
| EAS019-100268 | 28 Apr 2026 | Service Request | Mailbox delegation Email · BK · Branch | P3 | Closed | 0.28 hr | 1.3 days | Met |
| EAS019-100267 | 27 Apr 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.21 hr | 1.8 days | Met |
| EAS019-100266 | 24 Apr 2026 | Service Request | Name change request User admin · TAG · Head Office | P4 | Closed | 5.11 hr | 2.1 days | Met |
| EAS019-100265 | 23 Apr 2026 | Incident | Screen flickering Hardware · ML · Branch | P2 | Closed | 1.81 hr | 1.9 days | Met |
| EAS019-100264 | 22 Apr 2026 | Quote · excluded | Backup job failed Backup · ML · Remote | P3 | Closed | — | — | n/a |
| EAS019-100263 | 21 Apr 2026 | Service Request | MFA reset Security · TAG · Remote | P3 | Resolved | 2.13 hr | 1.7 days | Met |
| EAS019-100262 | 17 Apr 2026 | Service Request | Distribution list change Email · KB · Head Office | P3 | Resolved | 0.24 hr | 1.1 days | Met |
| EAS019-100261 | 09 Apr 2026 | Incident | New starter setup User admin · SE · Branch | P4 | Closed | 6.28 hr | 1.2 days | Met |
| EAS019-100260 | 07 Apr 2026 | Service Request | Permission change User admin · BK · Head Office | P4 | Closed | 0.82 hr | 6.7 hr | Met |
| EAS019-100259 | 03 Apr 2026 | Incident | Name change request User admin · BK · Remote | P3 | Closed | 0.55 hr | 1.0 days | Met |
| EAS019-100258 | 02 Apr 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P4 | Resolved | — | — | n/a |
| EAS019-100257 | 01 Apr 2026 | Incident · excluded | New extension setup Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| EAS019-100256 | 31 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Remote | P2 | Resolved | 0.78 hr | 2.3 days | Met |
| EAS019-100255 | 30 Mar 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P4 | Closed | 3.68 hr | 12.0 hr | Met |
| EAS019-100254 | 27 Mar 2026 | Service Request | Application crash on launch Line of business app · SE · Branch | P3 | Closed | 0.84 hr | 2.3 hr | Met |
| EAS019-100253 | 20 Mar 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Closed | — | — | n/a |
| EAS019-100252 | 19 Mar 2026 | Service Request | Toner replacement Printing · BK · Head Office | P4 | Resolved | 11.73 hr | 1.2 days | Missed |
| EAS019-100251 | 18 Mar 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 6.07 hr | 4.0 hr | Met |
| EAS019-100250 | 17 Mar 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · BK · Branch | P2 | Closed | — | — | n/a |
| EAS019-100249 | 13 Mar 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| EAS019-100248 | 12 Mar 2026 | Incident · excluded | Slow VPN Network · KB · Head Office | P2 | Closed | — | — | n/a |
| EAS019-100247 | 11 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Resolved | 9.95 hr | 1.5 days | Missed |
| EAS019-100246 | 04 Mar 2026 | Planned Install · excluded | Handset registration Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS019-100245 | 03 Mar 2026 | Quote · excluded | Handset registration Telephony · KB · Head Office | P2 | Closed | — | — | n/a |
| EAS019-100244 | 02 Mar 2026 | Incident | Distribution list change Email · TAG · Head Office | P4 | Closed | 5.12 hr | 9.8 hr | Met |
| EAS019-100243 | 27 Feb 2026 | Planned Install · excluded | Message quarantined Email · KB · Branch | P3 | Closed | — | — | n/a |
| EAS019-100242 | 26 Feb 2026 | Service Request | Screen flickering Hardware · BK · Branch | P3 | Resolved | 3.97 hr | 8.3 hr | Met |
| EAS019-100241 | 24 Feb 2026 | Service Request | Restore request Backup · TAG · Head Office | P3 | Closed | 1.10 hr | 1.2 days | Met |
| EAS019-100240 | 23 Feb 2026 | Incident | New printer driver rollout Printing · KB · Remote | P2 | Closed | 0.27 hr | 2.2 days | Met |
| EAS019-100239 | 21 Feb 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P3 | Closed | 5.37 hr | 5.8 hr | Met |
| EAS019-100238 | 20 Feb 2026 | Service Request | Printer offline Printing · TAG · Head Office | P3 | Closed | 3.36 hr | 1.8 days | Met |
| EAS019-100237 | 19 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 2.28 hr | 19.2 hr | Met |
| EAS019-100236 | 17 Feb 2026 | Change · excluded | Site offline Network · AB · Branch | P4 | Closed | — | — | n/a |
| EAS019-100235 | 16 Feb 2026 | Planned Install · excluded | Toner replacement Printing · ML · Head Office | P2 | Closed | — | — | n/a |
| EAS019-100234 | 11 Feb 2026 | Incident | Distribution list change Email · TAG · Branch | P2 | Resolved | 8.78 hr | 6.6 hr | Missed |
| EAS019-100233 | 10 Feb 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 47.58 hr | 15.1 hr | Missed |
| EAS019-100232 | 09 Feb 2026 | Change | Retention change Backup · TAG · Remote | P4 | Resolved | 0.22 hr | 11.9 hr | Met |
| EAS019-100231 | 06 Feb 2026 | Service Request | Slow VPN Network · KB · Branch | P3 | Closed | 0.66 hr | 11.7 hr | Met |
| EAS019-100230 | 03 Feb 2026 | Incident | Licence renewal Line of business app · KB · Remote | P3 | Closed | 0.89 hr | 2.1 days | Met |
| EAS019-100229 | 31 Jan 2026 | Incident | Restore request Backup · TAG · Remote | P2 | Closed | 1.33 hr | 15.5 hr | Met |
| EAS019-100228 | 30 Jan 2026 | Incident | Backup capacity review Backup · SE · Head Office | P4 | Resolved | 2.28 hr | 1.2 days | Met |
| EAS019-100227 | 29 Jan 2026 | Incident | Call quality issue Telephony · AB · Head Office | P2 | Resolved | 0.25 hr | 2.3 days | Met |
| EAS019-100226 | 28 Jan 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Resolved | 4.36 hr | 1.7 days | Met |
| EAS019-100225 | 23 Jan 2026 | Change | Name change request User admin · BK · Head Office | P2 | Closed | 9.78 hr | 6.4 hr | Missed |
| EAS019-100224 | 22 Jan 2026 | Service Request | Printer offline Printing · KB · Head Office | P4 | Closed | 0.93 hr | 1.1 hr | Met |
| EAS019-100223 | 20 Jan 2026 | Incident | New starter setup User admin · AB · Head Office | P4 | Closed | 1.30 hr | 1.4 days | Met |
| EAS019-100222 | 19 Jan 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P2 | Closed | 1.80 hr | 1.6 days | Met |
| EAS019-100221 | 15 Jan 2026 | Project · excluded | Call quality issue Telephony · BK · Branch | P3 | Closed | — | — | n/a |
| EAS019-100220 | 14 Jan 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P4 | Resolved | 2.00 hr | 2.0 days | Met |
| EAS019-100219 | 07 Jan 2026 | Service Request | New starter setup User admin · TAG · Site 2 | P4 | Closed | 1.49 hr | 2.0 days | Met |
| EAS019-100218 | 05 Jan 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Resolved | 1.32 hr | 2.2 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.