SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 22 records in this selection sit outside that — quotes, projects and planned installs, plus 9 calls billed time and materials. They stay visible for volume context.
Service performance
58 eligible records in this yearAverage first response
8.3 hr
Target 8 hours from logged to responded
Average resolution
23.8 hr
Open records excluded from the average
SLA achievement
86.0%
8 call(s) over the 8-hour target
First-time fix
79.3%
Where the source records the field
Volume
Contract calls
58
80 calls logged in the period
Off contract
9
£3,172.5 chargeable
Open / closed
4 / 76
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
58
records
- Backup8
- Network8
- Hardware7
- Security7
- Line of business app7
- Microsoft 3655
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 58 | 8.25 hr | 86.0% | 8 | 22 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Stacey Thomas | 7 | 3.42 hr | 100% | 0 |
| Anne-Marie Cable | 7 | 7.79 hr | 83% | 1 |
| Aiden Higgins | 6 | 9.78 hr | 83% | 1 |
| Chloe Dempsey | 6 | 18.00 hr | 83% | 1 |
| Karen Taylor | 5 | 19.01 hr | 80% | 1 |
| Daniel Blacker | 5 | 3.73 hr | 80% | 1 |
| (Not recorded) | 5 | 2.75 hr | 100% | 0 |
| Barry Ebbs | 5 | 7.16 hr | 60% | 2 |
| Julie Herbert | 3 | 3.92 hr | 100% | 0 |
| Rachael Parkin | 3 | 2.06 hr | 100% | 0 |
| Kelly Gregory | 3 | 1.19 hr | 100% | 0 |
| Damian Armstrong | 2 | 22.77 hr | 50% | 1 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 83.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308543 | Chloe Dempsey | IGEL UD3 | 2026-05-25 15:36 | 91.15 hr | +83.2 | ML | Call quality issue |
| 308513 | Karen Taylor | Apple MacBook Pro 14 | 2026-02-17 15:04 | 89.24 hr | +81.2 | TAG | Application crash on launch |
| 308497 | Aiden Higgins | HP ProBook 450 G6 | 2026-01-01 09:58 | 47.38 hr | +39.4 | SE | Replacement keyboard |
| 308564 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-07-22 14:13 | 40.81 hr | +32.8 | AB | Suspicious sign-in review |
| 308562 | Damian Armstrong | Dell Latitude 5440 | 2026-07-17 11:31 | 40.77 hr | +32.8 | TAG | Toner replacement |
| 308517 | Barry Ebbs | HP t640 | 2026-03-09 08:54 | 13.44 hr | +5.4 | TAG | Mailbox delegation |
| 308534 | Barry Ebbs | Dell OptiPlex 3050 | 2026-04-23 14:16 | 11.27 hr | +3.3 | ML | Backup job failed |
| 308499 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-01-06 12:34 | 8.59 hr | +0.6 | SE | Phishing report triage |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Monitoring / server / security | 3 | 18 Feb 2026 – 22 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 19 Jan 2026 – 09 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 3 | 03 Apr 2026 – 22 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
80 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| EAS780-100260 | 24 Aug 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P2 | Closed | 7.90 hr | 20.5 hr | Met |
| EAS780-100259 | 20 Aug 2026 | Service Request | Restore request Backup · TAG · Head Office | P3 | Closed | 0.77 hr | 2.0 days | Met |
| EAS780-100258 | 17 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | 3.55 hr | 17.7 hr | Met |
| EAS780-100257 | 14 Aug 2026 | Planned Install · excluded | New starter setup User admin · TAG · Head Office | P3 | In Progress | — | — | n/a |
| EAS780-100256 | 13 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Branch | P3 | Resolved | 4.62 hr | 1.1 days | Met |
| EAS780-100255 | 10 Aug 2026 | Incident · excluded | Spoofed email reported Email · SE · Head Office | P4 | Closed | — | — | n/a |
| EAS780-100254 | 07 Aug 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P2 | Resolved | 0.75 hr | 1.3 days | Met |
| EAS780-100253 | 05 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Branch | P3 | In Progress | — | — | n/a |
| EAS780-100252 | 31 Jul 2026 | Change | Wi-Fi dropouts in warehouse Network · ML · Branch | P2 | Closed | 0.28 hr | 1.5 days | Met |
| EAS780-100251 | 29 Jul 2026 | Project · excluded | Scan to email failing Printing · AB · Head Office | P3 | Open | — | — | n/a |
| EAS780-100250 | 28 Jul 2026 | Planned Install · excluded | New extension setup Telephony · KB · Head Office | P4 | In Progress | — | — | n/a |
| EAS780-100249 | 24 Jul 2026 | Change | Backup capacity review Backup · SE · Branch | P3 | Closed | 5.89 hr | 1.5 days | Met |
| EAS780-100248 | 22 Jul 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 40.81 hr | 3.6 hr | Missed |
| EAS780-100247 | 20 Jul 2026 | Incident · excluded | Handset registration Telephony · KB · Remote | P3 | Resolved | — | — | n/a |
| EAS780-100246 | 17 Jul 2026 | Incident | Toner replacement Printing · TAG · Branch | P4 | Closed | 40.77 hr | 2.4 days | Missed |
| EAS780-100245 | 16 Jul 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Closed | 0.37 hr | 3.1 hr | Met |
| EAS780-100244 | 10 Jul 2026 | Service Request | Name change request User admin · KB · Head Office | P2 | Resolved | 0.86 hr | 1.7 days | Met |
| EAS780-100243 | 09 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Resolved | 7.63 hr | 1.8 days | Met |
| EAS780-100242 | 07 Jul 2026 | Service Request | Site offline Network · ML · Head Office | P3 | Closed | 0.59 hr | 1.1 days | Met |
| EAS780-100241 | 06 Jul 2026 | Incident | Switch port fault Network · BK · Head Office | P4 | Closed | 5.63 hr | 12.3 hr | Met |
| EAS780-100240 | 30 Jun 2026 | Quote · excluded | Site offline Network · ML · Head Office | P3 | Closed | — | — | n/a |
| EAS780-100239 | 29 Jun 2026 | Service Request · excluded | Application crash on launch Line of business app · KB · Branch | P3 | Closed | — | — | n/a |
| EAS780-100238 | 25 Jun 2026 | Quote · excluded | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | — | — | n/a |
| EAS780-100237 | 22 Jun 2026 | Service Request | Leaver process User admin · TAG · Head Office | P3 | Closed | 1.27 hr | 22.6 hr | Met |
| EAS780-100236 | 19 Jun 2026 | Project · excluded | Database timeout Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| EAS780-100235 | 12 Jun 2026 | Incident | Laptop will not boot Hardware · AB · Remote | P4 | Closed | 5.22 hr | 1.5 days | Met |
| EAS780-100234 | 09 Jun 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 1.16 hr | 1.6 days | Met |
| EAS780-100233 | 08 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Closed | 4.21 hr | 2.1 days | Met |
| EAS780-100232 | 05 Jun 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 0.88 hr | 2.4 days | Met |
| EAS780-100231 | 04 Jun 2026 | Incident | Backup job failed Backup · BK · Remote | P3 | Resolved | 1.37 hr | 1.3 days | Met |
| EAS780-100230 | 02 Jun 2026 | Service Request | New extension setup Telephony · KB · Branch | P3 | Resolved | 3.36 hr | 20.8 hr | Met |
| EAS780-100229 | 01 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P3 | Resolved | 2.08 hr | 1.0 days | Met |
| EAS780-100228 | 29 May 2026 | Service Request | Endpoint alert investigation Security · TAG · Branch | P3 | Resolved | 4.77 hr | 1.5 days | Met |
| EAS780-100227 | 25 May 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P3 | Resolved | 91.15 hr | 1.4 days | Missed |
| EAS780-100226 | 22 May 2026 | Incident | Distribution list change Email · KB · Branch | P3 | Resolved | 1.70 hr | 18.8 hr | Met |
| EAS780-100225 | 20 May 2026 | Planned Install · excluded | New starter setup User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| EAS780-100224 | 13 May 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| EAS780-100223 | 12 May 2026 | Service Request · excluded | Report not generating Line of business app · KB · Site 2 | P2 | Resolved | — | — | n/a |
| EAS780-100222 | 10 May 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | — | — | n/a |
| EAS780-100221 | 08 May 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Closed | 1.26 hr | 5.3 hr | Met |
| EAS780-100220 | 30 Apr 2026 | Service Request | New printer driver rollout Printing · TAG · Remote | P4 | Closed | 0.18 hr | 20.8 hr | Met |
| EAS780-100219 | 28 Apr 2026 | Change | Permission change User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| EAS780-100218 | 23 Apr 2026 | Incident | Backup job failed Backup · ML · Head Office | P4 | Resolved | 11.27 hr | 18.6 hr | Missed |
| EAS780-100217 | 22 Apr 2026 | Incident | Switch port fault Network · AB · Branch | P3 | Closed | 3.18 hr | 4.6 hr | Met |
| EAS780-100216 | 21 Apr 2026 | Change · excluded | Database timeout Line of business app · BK · Remote | P4 | Resolved | — | — | n/a |
| EAS780-100215 | 20 Apr 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P1 | Closed | 1.08 hr | 16.4 hr | Met |
| EAS780-100214 | 16 Apr 2026 | Service Request | Distribution list change Email · KB · Remote | P2 | Resolved | 3.24 hr | 1.3 days | Met |
| EAS780-100213 | 14 Apr 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Resolved | 4.53 hr | 13.2 hr | Met |
| EAS780-100212 | 13 Apr 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | 0.72 hr | 13.8 hr | Met |
| EAS780-100211 | 06 Apr 2026 | Incident | Report not generating Line of business app · AB · Branch | P3 | Resolved | 1.36 hr | 23.5 hr | Met |
| EAS780-100210 | 03 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Remote | P3 | Closed | 2.90 hr | 1.6 days | Met |
| EAS780-100209 | 02 Apr 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 7.91 hr | 1.2 days | Met |
| EAS780-100208 | 01 Apr 2026 | Service Request · excluded | Suspicious sign-in review Security · KB · Remote | P3 | Closed | — | — | n/a |
| EAS780-100207 | 31 Mar 2026 | Service Request | Printer offline Printing · KB · Site 2 | P2 | Closed | 0.22 hr | 4.1 hr | Met |
| EAS780-100206 | 26 Mar 2026 | Incident | Printer offline Printing · AB · Remote | P3 | Resolved | 4.28 hr | 1.2 days | Met |
| EAS780-100205 | 23 Mar 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 0.30 hr | 16.4 hr | Met |
| EAS780-100204 | 18 Mar 2026 | Planned Install · excluded | New extension setup Telephony · ML · Head Office | P4 | Closed | — | — | n/a |
| EAS780-100203 | 16 Mar 2026 | Incident | Phishing report triage Security · TAG · Head Office | P4 | Closed | 3.70 hr | 1.5 hr | Met |
| EAS780-100202 | 12 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Branch | P2 | Resolved | 0.78 hr | 2.3 days | Met |
| EAS780-100201 | 09 Mar 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 13.44 hr | 3.2 hr | Missed |
| EAS780-100200 | 26 Feb 2026 | Incident | Backup capacity review Backup · KB · Branch | P4 | Closed | 2.89 hr | 1.7 hr | Met |
| EAS780-100199 | 24 Feb 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 1.03 hr | 21.6 hr | Met |
| EAS780-100198 | 18 Feb 2026 | Change | Suspicious sign-in review Security · ML · Head Office | P4 | Closed | 0.23 hr | 13.0 hr | Met |
| EAS780-100197 | 17 Feb 2026 | Change | Application crash on launch Line of business app · TAG · Branch | P3 | Resolved | 89.24 hr | 5.0 hr | Missed |
| EAS780-100196 | 16 Feb 2026 | Quote · excluded | Name change request User admin · BK · Head Office | P4 | Resolved | — | — | n/a |
| EAS780-100195 | 13 Feb 2026 | Service Request | Slow VPN Network · AB · Head Office | P3 | Resolved | 2.83 hr | 11.0 hr | Met |
| EAS780-100194 | 06 Feb 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 3.26 hr | 17.3 hr | Met |
| EAS780-100193 | 05 Feb 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Closed | 1.03 hr | 13.2 hr | Met |
| EAS780-100192 | 04 Feb 2026 | Incident · excluded | Laptop will not boot Hardware · SE · Remote | P4 | Closed | — | — | n/a |
| EAS780-100191 | 22 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Resolved | 1.21 hr | 18.0 hr | Met |
| EAS780-100190 | 20 Jan 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | 3.03 hr | 17.5 hr | Met |
| EAS780-100189 | 19 Jan 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P2 | Resolved | 0.94 hr | 22.8 hr | Met |
| EAS780-100188 | 17 Jan 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P2 | Resolved | — | — | n/a |
| EAS780-100187 | 16 Jan 2026 | Incident · excluded | Site offline Network · KB · Head Office | P4 | Closed | — | — | n/a |
| EAS780-100186 | 14 Jan 2026 | Service Request | Switch port fault Network · ML · Head Office | P1 | Resolved | 5.73 hr | 9.7 hr | Met |
| EAS780-100185 | 13 Jan 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| EAS780-100184 | 11 Jan 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 4.97 hr | 18.3 hr | Met |
| EAS780-100183 | 06 Jan 2026 | Incident | Phishing report triage Security · SE · Remote | P3 | Closed | 8.59 hr | 2.0 days | Missed |
| EAS780-100182 | 04 Jan 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P4 | Closed | 0.14 hr | 1.2 days | Met |
| EAS780-100181 | 01 Jan 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 47.38 hr | 20.0 hr | Missed |
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.