SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 48 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
111 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
91.8%
9 call(s) over the 8-hour target
First-time fix
73.9%
Where the source records the field
Volume
Contract calls
111
159 calls logged in the period
Off contract
19
£6,470.25 chargeable
Open / closed
9 / 150
Across the selected period
Data-quality gaps
1
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
111
records
- Backup16
- Microsoft 36515
- Security15
- User admin13
- Telephony12
- Hardware11
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 111 | 4.12 hr | 91.8% | 9 | 48 |
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 | 18 | 2.05 hr | 94% | 1 |
| Karen Taylor | 12 | 2.55 hr | 83% | 2 |
| Kelly Gregory | 10 | 2.79 hr | 90% | 1 |
| (Not recorded) | 9 | 4.63 hr | 89% | 1 |
| Rachael Parkin | 9 | 1.89 hr | 100% | 0 |
| Barry Ebbs | 9 | 2.20 hr | 100% | 0 |
| Chloe Dempsey | 9 | 1.08 hr | 100% | 0 |
| Stacey Thomas | 9 | 5.69 hr | 78% | 2 |
| Daniel Blacker | 7 | 3.37 hr | 100% | 0 |
| Aiden Higgins | 6 | 2.70 hr | 83% | 1 |
| Julie Herbert | 5 | 1.89 hr | 100% | 0 |
| Damian Armstrong | 5 | 33.22 hr | 80% | 1 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 147.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306716 | Damian Armstrong | HPE Aruba 2530 | 2026-01-07 13:54 | 155.42 hr | +147.4 | AB | Endpoint alert investigation |
| 306830 | Stacey Thomas | Apple iPhone 12 | 2026-06-30 15:40 | 29.80 hr | +21.8 | BK | Voicemail not delivering |
| 306855 | (Not recorded) | Dell Latitude E7470 | 2026-08-07 12:52 | 22.24 hr | +14.2 | AB | Suspicious sign-in review |
| 306834 | Aiden Higgins | Dell Latitude 7420 | 2026-07-07 10:57 | 10.81 hr | +2.8 | TAG | Toner replacement |
| 306760 | Karen Taylor | Apple iPhone 12 | 2026-03-19 14:41 | 10.67 hr | +2.7 | AB | Voicemail not delivering |
| 306776 | Stacey Thomas | Dell Wyse 5070 | 2026-04-07 16:18 | 10.62 hr | +2.6 | ML | MFA reset |
| 306828 | Kelly Gregory | Apple MacBook Pro 14 | 2026-06-25 15:37 | 10.56 hr | +2.6 | AB | Handset registration |
| 306742 | Karen Taylor | Samsung Galaxy A54 | 2026-02-24 17:10 | 10.19 hr | +2.2 | ML | Replacement keyboard |
| 306833 | Anne-Marie Cable | Apple iPhone 12 | 2026-07-06 08:34 | 9.79 hr | +1.8 | TAG | SharePoint permission request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | User administration | 5 | 20 Feb 2026 – 01 Jun 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 27 Jan 2026 – 24 Aug 2026 |
| Kelly Gregory | Backup / restore | 3 | 02 Jan 2026 – 16 Jul 2026 |
| Rachael Parkin | Email / Microsoft 365 | 3 | 08 Jan 2026 – 02 Apr 2026 |
| Chloe Dempsey | Monitoring / server / security | 3 | 12 Jan 2026 – 28 Jan 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 05 Feb 2026 – 06 Jul 2026 |
| Aiden Higgins | Printing | 3 | 09 Feb 2026 – 30 Jul 2026 |
| Karen Taylor | Line of business app | 3 | 26 Feb 2026 – 22 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Email / Microsoft 365 | 5 | 08 Jan 2026 – 29 Jul 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 4 | 06 Feb 2026 – 06 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 06 Jan 2026 – 11 Jun 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 3 | 16 Jan 2026 – 24 Aug 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 3 | 19 Jan 2026 – 11 Jul 2026 |
| Apple iPhone 12 | Telephony | 3 | 26 Jan 2026 – 30 Jun 2026 |
| HP ProBook 450 G6 | Backup / restore | 3 | 18 Mar 2026 – 15 Jul 2026 |
| Dell Latitude 5440 | Telephony | 3 | 20 May 2026 – 10 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
159 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| EAS062-100497 | 25 Aug 2026 | Incident | Toner replacement Printing · TAG · Remote | P4 | Closed | 5.15 hr | 2.2 days | Met |
| EAS062-100496 | 24 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | 0.93 hr | 2.4 days | Met |
| EAS062-100495 | 22 Aug 2026 | Incident | Call quality issue Telephony · AB · Branch | P3 | Closed | 5.81 hr | 2.2 days | Met |
| EAS062-100494 | 21 Aug 2026 | Service Request | Retention change Backup · AB · Head Office | P4 | Closed | 0.50 hr | 2.4 days | Met |
| EAS062-100493 | 20 Aug 2026 | Incident · excluded | Licence renewal Line of business app · SE · Head Office | P2 | Open | — | — | n/a |
| EAS062-100492 | 19 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Branch | P2 | In Progress | — | — | n/a |
| EAS062-100491 | 18 Aug 2026 | Project · excluded | New extension setup Telephony · TAG · Remote | P4 | Open | — | — | n/a |
| EAS062-100490 | 17 Aug 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P3 | Open | — | — | n/a |
| EAS062-100489 | 14 Aug 2026 | Planned Install · excluded | MFA reset Security · AB · Site 2 | P3 | In Progress | — | — | n/a |
| EAS062-100488 | 13 Aug 2026 | Service Request · excluded | Distribution list change Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| EAS062-100487 | 13 Aug 2026 | Service Request | Name change request User admin · BK · Branch | P4 | Closed | 1.88 hr | 3.3 hr | Met |
| EAS062-100486 | 12 Aug 2026 | Change | Toner replacement Printing · AB · Head Office | P2 | Resolved | 1.42 hr | 2.2 days | Met |
| EAS062-100485 | 11 Aug 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100484 | 10 Aug 2026 | Incident · excluded | Report not generating Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| EAS062-100483 | 07 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Site 2 | P3 | Closed | 22.24 hr | 2.2 days | Missed |
| EAS062-100482 | 06 Aug 2026 | Service Request · excluded | Licence renewal Line of business app · BK · Remote | P1 | Closed | — | — | n/a |
| EAS062-100481 | 05 Aug 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Resolved | 0.08 hr | 1.3 hr | Met |
| EAS062-100480 | 04 Aug 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Resolved | — | — | n/a |
| EAS062-100479 | 03 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Open | — | — | n/a |
| EAS062-100478 | 30 Jul 2026 | Incident | Switch port fault Network · TAG · Head Office | P2 | Resolved | 0.15 hr | 22.1 hr | Met |
| EAS062-100477 | 30 Jul 2026 | Service Request | Printer offline Printing · SE · Head Office | P3 | Closed | 3.17 hr | 1.8 days | Met |
| EAS062-100476 | 29 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Closed | 2.82 hr | 2.1 days | Met |
| EAS062-100475 | 28 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Closed | 0.07 hr | 1.9 days | Met |
| EAS062-100474 | 27 Jul 2026 | Service Request | Mailbox delegation Email · AB · Remote | P4 | Resolved | 0.58 hr | 2.3 days | Met |
| EAS062-100473 | 26 Jul 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Closed | 0.97 hr | 21.6 hr | Met |
| EAS062-100472 | 26 Jul 2026 | Quote · excluded | Restore request Backup · TAG · Head Office | P4 | Open | — | — | n/a |
| EAS062-100471 | 24 Jul 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Open | — | — | n/a |
| EAS062-100470 | 23 Jul 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P4 | In Progress | — | — | n/a |
| EAS062-100469 | 21 Jul 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 0.44 hr | 1.6 days | Met |
| EAS062-100468 | 17 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | 4.45 hr | 3.9 hr | Met |
| EAS062-100467 | 16 Jul 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P1 | Closed | 3.15 hr | 12.6 hr | Met |
| EAS062-100466 | 15 Jul 2026 | Change | Backup capacity review Backup · AB · Head Office | P3 | Closed | 0.30 hr | 1.0 hr | Met |
| EAS062-100465 | 11 Jul 2026 | Service Request | Site offline Network · SE · Head Office | P4 | Resolved | 0.16 hr | 13.4 hr | Met |
| EAS062-100464 | 10 Jul 2026 | Service Request | Voicemail not delivering Telephony · TAG · Remote | P3 | Closed | 0.12 hr | 4.3 hr | Met |
| EAS062-100463 | 09 Jul 2026 | Incident | New extension setup Telephony · AB · Remote | P2 | Resolved | 1.24 hr | 14.3 hr | Met |
| EAS062-100462 | 07 Jul 2026 | Service Request | Toner replacement Printing · TAG · Remote | P2 | Closed | 10.81 hr | 7.6 hr | Missed |
| EAS062-100461 | 06 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Resolved | 9.79 hr | 19.0 hr | Missed |
| EAS062-100460 | 02 Jul 2026 | Service Request · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100459 | 01 Jul 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Resolved | 7.91 hr | 12.7 hr | Met |
| EAS062-100458 | 30 Jun 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | 29.80 hr | 1.6 days | Missed |
| EAS062-100457 | 29 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Resolved | 0.32 hr | 1.1 days | Met |
| EAS062-100456 | 25 Jun 2026 | Change | Handset registration Telephony · AB · Head Office | P3 | Closed | 10.56 hr | 1.0 days | Missed |
| EAS062-100455 | 23 Jun 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P4 | Closed | 1.17 hr | 17.4 hr | Met |
| EAS062-100454 | 22 Jun 2026 | Change | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 1.15 hr | 2.3 days | Met |
| EAS062-100453 | 19 Jun 2026 | Project · excluded | Toner replacement Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100452 | 18 Jun 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P2 | Closed | 0.31 hr | 2.2 days | Met |
| EAS062-100451 | 17 Jun 2026 | Quote · excluded | Switch port fault Network · TAG · Head Office | P1 | Closed | — | — | n/a |
| EAS062-100450 | 16 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| EAS062-100449 | 12 Jun 2026 | Quote · excluded | Retention change Backup · AB · Branch | P4 | Closed | — | — | n/a |
| EAS062-100448 | 11 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P2 | Resolved | 1.17 hr | 20.4 hr | Met |
| EAS062-100447 | 10 Jun 2026 | Incident | Backup capacity review Backup · ML · Branch | P2 | Resolved | 0.82 hr | 1.8 days | Met |
| EAS062-100446 | 09 Jun 2026 | Service Request · excluded | Toner replacement Printing · BK · Head Office | P3 | Resolved | — | — | n/a |
| EAS062-100445 | 08 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Head Office | P4 | Closed | 0.53 hr | 4.8 hr | Met |
| EAS062-100444 | 05 Jun 2026 | Service Request · excluded | Backup job failed Backup · BK · Head Office | P2 | Resolved | — | — | n/a |
| EAS062-100443 | 04 Jun 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Resolved | 0.91 hr | 2.5 days | Met |
| EAS062-100442 | 02 Jun 2026 | Incident · excluded | New starter setup User admin · SE · Head Office | P2 | Closed | — | — | n/a |
| EAS062-100441 | 01 Jun 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 0.79 hr | 2.5 days | Met |
| EAS062-100440 | 29 May 2026 | Incident · excluded | Replacement keyboard Hardware · BK · Site 2 | P3 | Closed | — | — | n/a |
| EAS062-100439 | 28 May 2026 | Incident | Call quality issue Telephony · SE · Branch | P4 | Closed | 7.08 hr | 1.1 days | Met |
| EAS062-100438 | 27 May 2026 | Quote · excluded | Screen flickering Hardware · AB · Remote | P2 | Closed | — | — | n/a |
| EAS062-100437 | 26 May 2026 | Incident · excluded | Database timeout Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100436 | 26 May 2026 | Change | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 1.60 hr | 1.8 days | Met |
| EAS062-100435 | 25 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 0.37 hr | 4.5 hr | Met |
| EAS062-100434 | 22 May 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Resolved | 0.78 hr | 1.3 days | Met |
| EAS062-100433 | 21 May 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 0.31 hr | 0.5 hr | Met |
| EAS062-100432 | 20 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Branch | P4 | Resolved | 0.49 hr | 17.9 hr | Met |
| EAS062-100431 | 20 May 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Closed | 7.05 hr | 1.1 days | Met |
| EAS062-100430 | 19 May 2026 | Incident · excluded | Screen flickering Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100429 | 18 May 2026 | Quote · excluded | Message quarantined Email · TAG · Remote | P4 | Closed | — | — | n/a |
| EAS062-100428 | 15 May 2026 | Change | Mailbox delegation Email · ML · Head Office | P3 | Closed | 0.49 hr | 8.7 hr | Met |
| EAS062-100427 | 14 May 2026 | Incident | Backup job failed Backup · AB · Head Office | P2 | Closed | 2.60 hr | 16.9 hr | Met |
| EAS062-100426 | 12 May 2026 | Quote · excluded | New printer driver rollout Printing · BK · Remote | P3 | Resolved | — | — | n/a |
| EAS062-100425 | 12 May 2026 | Service Request · excluded | Scan to email failing Printing · ML · Head Office | P4 | Closed | — | — | n/a |
| EAS062-100424 | 11 May 2026 | Incident · excluded | Endpoint alert investigation Security · AB · Head Office | P3 | Resolved | — | — | n/a |
| EAS062-100423 | 06 May 2026 | Incident | Name change request User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| EAS062-100422 | 05 May 2026 | Incident | Permission change User admin · TAG · Branch | P3 | Closed | 0.44 hr | 1.5 days | Met |
| EAS062-100421 | 04 May 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P3 | Closed | 0.61 hr | 1.6 days | Met |
| EAS062-100420 | 01 May 2026 | Incident · excluded | Screen flickering Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| EAS062-100419 | 30 Apr 2026 | Project · excluded | Replacement keyboard Hardware · BK · Branch | P4 | Closed | — | — | n/a |
| EAS062-100418 | 29 Apr 2026 | Change | Backup capacity review Backup · BK · Head Office | P4 | Resolved | 4.84 hr | 1.7 days | Met |
| EAS062-100417 | 28 Apr 2026 | Change | MFA reset Security · TAG · Branch | P2 | Resolved | 0.54 hr | 1.0 days | Met |
| EAS062-100416 | 27 Apr 2026 | Planned Install · excluded | Replacement keyboard Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| EAS062-100415 | 24 Apr 2026 | Quote · excluded | Message quarantined Email · AB · Remote | P2 | Closed | — | — | n/a |
| EAS062-100414 | 23 Apr 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Resolved | 0.92 hr | 2.4 days | Met |
| EAS062-100413 | 23 Apr 2026 | Project · excluded | Backup job failed Backup · SE · Remote | P4 | Resolved | — | — | n/a |
| EAS062-100412 | 22 Apr 2026 | Quote · excluded | Licence renewal Line of business app · SE · Site 2 | P3 | Closed | — | — | n/a |
| EAS062-100411 | 21 Apr 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P3 | Closed | 3.85 hr | 1.0 days | Met |
| EAS062-100410 | 16 Apr 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 4.73 hr | 19.9 hr | Met |
| EAS062-100409 | 16 Apr 2026 | Incident | Permission change User admin · ML · Branch | P2 | Resolved | 5.48 hr | 7.8 hr | Met |
| EAS062-100408 | 15 Apr 2026 | Planned Install · excluded | Retention change Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100407 | 15 Apr 2026 | Incident | Replacement keyboard Hardware · SE · Remote | P4 | Resolved | 4.39 hr | 2.4 days | Met |
| EAS062-100406 | 09 Apr 2026 | Incident | Backup capacity review Backup · KB · Head Office | P1 | Closed | 0.23 hr | 4.2 hr | Met |
| EAS062-100405 | 08 Apr 2026 | Incident | Spoofed email reported Email · AB · Branch | P4 | Closed | 0.07 hr | 1.3 days | Met |
| EAS062-100404 | 07 Apr 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Resolved | 10.62 hr | 16.1 hr | Missed |
| EAS062-100403 | 07 Apr 2026 | Project · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Resolved | — | — | n/a |
| EAS062-100402 | 06 Apr 2026 | Incident | Retention change Backup · ML · Head Office | P4 | Resolved | 1.42 hr | 1.7 days | Met |
| EAS062-100401 | 06 Apr 2026 | Service Request | Permission change User admin · TAG · Branch | P3 | Closed | 1.42 hr | 7.2 hr | Met |
| EAS062-100400 | 05 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | 1.12 hr | 4.6 hr | Met |
| EAS062-100399 | 03 Apr 2026 | Incident | Database timeout Line of business app · TAG · Remote | P2 | Resolved | 1.08 hr | 2.0 days | Met |
| EAS062-100398 | 02 Apr 2026 | Change | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Closed | 1.24 hr | 2.2 days | Met |
| EAS062-100397 | 01 Apr 2026 | Project · excluded | Scan to email failing Printing · BK · Head Office | P3 | Resolved | — | — | n/a |
| EAS062-100396 | 31 Mar 2026 | Change | Call quality issue Telephony · BK · Remote | P3 | Resolved | 1.07 hr | 2.9 hr | Met |
| EAS062-100395 | 30 Mar 2026 | Service Request | Site offline Network · AB · Head Office | P4 | Closed | 0.37 hr | 1.4 days | Met |
| EAS062-100394 | 27 Mar 2026 | Service Request | Retention change Backup · AB · Head Office | P4 | Closed | 0.50 hr | 23.6 hr | Met |
| EAS062-100393 | 26 Mar 2026 | Incident | New starter setup User admin · SE · Branch | P2 | Closed | 0.81 hr | 2.1 days | Met |
| EAS062-100392 | 25 Mar 2026 | Incident | Scan to email failing Printing · BK · Head Office | P4 | Closed | 1.34 hr | 2.1 days | Met |
| EAS062-100391 | 24 Mar 2026 | Incident | Leaver process User admin · TAG · Head Office | P3 | Closed | 0.63 hr | 2.3 days | Met |
| EAS062-100390 | 23 Mar 2026 | Service Request | Endpoint alert investigation Security · SE · Remote | P3 | Closed | 1.29 hr | 0.2 hr | Met |
| EAS062-100389 | 20 Mar 2026 | Incident · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100388 | 19 Mar 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 10.67 hr | 1.4 days | Missed |
| EAS062-100387 | 18 Mar 2026 | Incident | Backup job failed Backup · ML · Branch | P3 | Closed | 0.95 hr | 3.8 hr | Met |
| EAS062-100386 | 17 Mar 2026 | Service Request | Handset registration Telephony · KB · Head Office | P4 | Closed | 1.17 hr | 18.1 hr | Met |
| EAS062-100385 | 16 Mar 2026 | Service Request | Message quarantined Email · AB · Head Office | P3 | Closed | 1.32 hr | 17.9 hr | Met |
| EAS062-100384 | 15 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | 1.01 hr | 12.2 hr | Met |
| EAS062-100383 | 13 Mar 2026 | Service Request · excluded | Voicemail not delivering Telephony · AB · Remote | P3 | Resolved | — | — | n/a |
| EAS062-100382 | 11 Mar 2026 | Incident | Mailbox delegation Email · ML · Site 2 | P4 | Resolved | 0.48 hr | 1.1 days | Met |
| EAS062-100381 | 10 Mar 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P2 | Closed | 0.15 hr | 1.6 days | Met |
| EAS062-100380 | 10 Mar 2026 | Incident | New starter setup User admin · BK · Head Office | P2 | Closed | 0.89 hr | 2.3 days | Met |
| EAS062-100379 | 09 Mar 2026 | Incident | Application crash on launch Line of business app · KB · Remote | P2 | Resolved | 7.24 hr | 21.1 hr | Met |
| EAS062-100378 | 06 Mar 2026 | Incident | Phishing report triage Security · BK · Site 2 | P3 | Closed | 5.07 hr | 3.0 hr | Met |
| EAS062-100377 | 05 Mar 2026 | Project · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100376 | 04 Mar 2026 | Service Request · excluded | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100375 | 03 Mar 2026 | Service Request | Backup job failed Backup · AB · Remote | P2 | Closed | 0.44 hr | 1.8 days | Met |
| EAS062-100374 | 02 Mar 2026 | Incident | Message quarantined Email · SE · Remote | P3 | Resolved | 5.92 hr | 2.3 days | Met |
| EAS062-100373 | 27 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Closed | 1.33 hr | 21.3 hr | Met |
| EAS062-100372 | 26 Feb 2026 | Incident | Application crash on launch Line of business app · BK · Remote | P2 | Closed | 0.52 hr | 2.4 days | Met |
| EAS062-100371 | 25 Feb 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P2 | Closed | 3.95 hr | 12.3 hr | Met |
| EAS062-100370 | 24 Feb 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P3 | Closed | 10.19 hr | 1.8 days | Missed |
| EAS062-100369 | 20 Feb 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100368 | 20 Feb 2026 | Incident | Permission change User admin · SE · Branch | P2 | Closed | 0.56 hr | 0.9 hr | Met |
| EAS062-100367 | 19 Feb 2026 | Change | Slow VPN Network · ML · Remote | P3 | Resolved | 0.65 hr | 1.4 days | Met |
| EAS062-100366 | 18 Feb 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS062-100365 | 12 Feb 2026 | Service Request | MFA reset Security · SE · Head Office | P3 | Closed | 2.20 hr | 2.3 days | Met |
| EAS062-100364 | 10 Feb 2026 | Quote · excluded | Toner replacement Printing · BK · Branch | P2 | Resolved | — | — | n/a |
| EAS062-100363 | 09 Feb 2026 | Service Request | Toner replacement Printing · ML · Branch | P2 | Resolved | 0.53 hr | 5.0 hr | Met |
| EAS062-100362 | 06 Feb 2026 | Incident | Message quarantined Email · AB · Head Office | P2 | Resolved | 3.34 hr | 2.4 days | Met |
| EAS062-100361 | 05 Feb 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Resolved | 6.01 hr | 2.0 days | Met |
| EAS062-100360 | 04 Feb 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 0.24 hr | 2.1 days | Met |
| EAS062-100359 | 03 Feb 2026 | Incident | Printer offline Printing · BK · Head Office | P2 | Closed | 1.41 hr | 1.5 days | Met |
| EAS062-100358 | 29 Jan 2026 | Change | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 1.44 hr | 2.5 days | Met |
| EAS062-100357 | 28 Jan 2026 | Incident | MFA reset Security · KB · Remote | P3 | Resolved | 0.96 hr | 2.4 days | Met |
| EAS062-100356 | 27 Jan 2026 | Incident | Site offline Network · BK · Remote | P3 | Resolved | 0.20 hr | 1.2 days | Met |
| EAS062-100355 | 26 Jan 2026 | Service Request | New extension setup Telephony · SE · Head Office | P4 | Resolved | 1.61 hr | 14.7 hr | Met |
| EAS062-100354 | 22 Jan 2026 | Incident | Printer offline Printing · SE · Branch | P4 | Closed | 0.62 hr | 2.1 days | Met |
| EAS062-100353 | 22 Jan 2026 | Incident | Permission change User admin · AB · Head Office | P4 | Resolved | 0.17 hr | 12.5 hr | Met |
| EAS062-100352 | 19 Jan 2026 | Service Request | Slow VPN Network · SE · Site 2 | P3 | Closed | 0.78 hr | 22.5 hr | Met |
| EAS062-100351 | 16 Jan 2026 | Incident | Phishing report triage Security · ML · Remote | P3 | Closed | 1.21 hr | 22.1 hr | Met |
| EAS062-100350 | 15 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | 7.29 hr | 2.2 days | Met |
| EAS062-100349 | 14 Jan 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P2 | Closed | 5.06 hr | 2.2 days | Met |
| EAS062-100348 | 13 Jan 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | — | — | 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.