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Eastvale Haulage & Co

EAS649ActiveTime and materials

eastvalehaulage.co.uk · Logistics · Account manager Ellie Marsh · Eastvale Holdings (site of 5)

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy14 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. 6 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

15 eligible records in this year
Average first response
6.6 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
80.0%
3 call(s) over the 8-hour target
First-time fix
73.3%
Where the source records the field

Volume

Contract calls
15
21 calls logged in the period
Off contract
5
£1,044.75 chargeable
Open / closed
0 / 21
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

15
records
  • Printing3
  • Microsoft 3653
  • User admin2
  • Security2
  • Line of business app2
  • Telephony2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026156.65 hr80.0%36

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 Cable40.89 hr100%0
Stacey Thomas20.84 hr100%0
(Not recorded)22.18 hr100%0
Julie Herbert210.84 hr50%1
Barry Ebbs11.14 hr100%0
Rachael Parkin10.72 hr100%0
Karen Taylor137.04 hr0%1
Aiden Higgins10.48 hr100%0
Kelly Gregory129.00 hr0%1

3 contract calls missed the 8-hour target

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

Longest 29.0 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
305605Karen TaylorDell Latitude E74702026-05-11 13:5937.04 hr+29.0MLName change request
305616Kelly GregorySamsung Galaxy S232026-08-14 17:2729.00 hr+21.0SECall quality issue
305615Julie HerbertHPE ProLiant DL360 Gen92026-08-03 16:3919.47 hr+11.5ABSharePoint permission request

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
EAS649-10004814 Aug 2026IncidentCall quality issue
Telephony · SE · Branch
P2Closed29.00 hr12.3 hrMissed
EAS649-10004703 Aug 2026Service RequestSharePoint permission request
Microsoft 365 · AB · Branch
P3Resolved19.47 hr16.7 hrMissed
EAS649-10004628 Jul 2026IncidentPhishing report triage
Security · KB · Branch
P3Closed0.40 hr2.0 daysMet
EAS649-10004521 Jul 2026Incident · excludedLaptop will not boot
Hardware · TAG · Head Office
P2Closed——n/a
EAS649-10004412 Jul 2026IncidentNew extension setup
Telephony · TAG · Remote
P1Closed1.45 hr3.0 hrMet
EAS649-10004309 Jul 2026Quote · excludedDocking station not detected
Hardware · SE · Branch
P2Closed——n/a
EAS649-10004205 Jul 2026Service RequestReport not generating
Line of business app · TAG · Remote
P1Resolved1.19 hr5.5 hrMet
EAS649-10004125 Jun 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Remote
P3Closed2.22 hr2.0 daysMet
EAS649-10004001 Jun 2026Incident · excludedDistribution list change
Email · BK · Branch
P3Resolved——n/a
EAS649-10003926 May 2026IncidentBackup job failed
Backup · ML · Head Office
P3Closed0.48 hr2.1 daysMet
EAS649-10003825 May 2026IncidentDatabase timeout
Line of business app · ML · Remote
P3Resolved0.68 hr1.4 daysMet
EAS649-10003711 May 2026IncidentName change request
User admin · ML · Branch
P3Resolved37.04 hr20.2 hrMissed
EAS649-10003610 Apr 2026Incident · excludedMessage quarantined
Email · AB · Remote
P4Closed——n/a
EAS649-10003508 Apr 2026Incident · excludedPermission change
User admin · SE · Head Office
P4Closed——n/a
EAS649-10003416 Mar 2026IncidentPhishing report triage
Security · ML · Site 2
P3Closed0.72 hr1.4 hrMet
EAS649-10003311 Mar 2026IncidentOutlook not syncing
Microsoft 365 · AB · Head Office
P3Resolved3.96 hr1.3 daysMet
EAS649-10003223 Feb 2026IncidentPrinter offline
Printing · ML · Head Office
P3Closed1.00 hr15.4 hrMet
EAS649-10003117 Feb 2026ChangeNew printer driver rollout
Printing · ML · Head Office
P4Resolved1.14 hr1.7 daysMet
EAS649-10003010 Feb 2026IncidentName change request
User admin · ML · Branch
P3Closed0.44 hr2.4 daysMet
EAS649-10002923 Jan 2026IncidentNew printer driver rollout
Printing · BK · Head Office
P4Resolved0.50 hr7.2 hrMet
EAS649-10002801 Jan 2026Incident · excludedScan to email failing
Printing · BK · Head Office
P3Resolved——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.