SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 25 records in this selection sit outside that — quotes, projects and planned installs, plus 8 calls billed time and materials. They stay visible for volume context.
Service performance
72 eligible records in this yearAverage first response
4.5 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.6%
7 call(s) over the 8-hour target
First-time fix
75.0%
Where the source records the field
Volume
Contract calls
72
97 calls logged in the period
Off contract
8
£2,628 chargeable
Open / closed
3 / 94
Across the selected period
Data-quality gaps
5
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
72
records
- Microsoft 36515
- Network10
- Telephony8
- Backup8
- Hardware8
- Security7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 72 | 4.48 hr | 89.6% | 7 | 25 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Rachael Parkin | 10 | 8.64 hr | 80% | 2 |
| Karen Taylor | 8 | 3.81 hr | 71% | 2 |
| Barry Ebbs | 8 | 1.14 hr | 100% | 0 |
| (Not recorded) | 7 | 1.43 hr | 100% | 0 |
| Kelly Gregory | 7 | 2.99 hr | 100% | 0 |
| Chloe Dempsey | 7 | 2.98 hr | 100% | 0 |
| Damian Armstrong | 5 | 7.56 hr | 80% | 1 |
| Anne-Marie Cable | 5 | 1.32 hr | 100% | 0 |
| Daniel Blacker | 4 | 1.21 hr | 100% | 0 |
| Stacey Thomas | 3 | 2.67 hr | 100% | 0 |
| Julie Herbert | 3 | 23.47 hr | 33% | 2 |
| Phil Jenkins | 3 | 0.79 hr | 100% | 0 |
7 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 30.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301000 | Rachael Parkin | HP ProBook 450 G6 | 2026-07-30 17:33 | 38.42 hr | +30.4 | TAG | Docking station not detected |
| 300996 | Julie Herbert | Dell OptiPlex 3050 | 2026-07-15 10:59 | 34.88 hr | +26.9 | ML | SharePoint permission request |
| 300949 | Damian Armstrong | HP ProBook 450 G6 | 2026-03-31 13:52 | 32.89 hr | +24.9 | ML | New starter setup |
| 300977 | Rachael Parkin | Ruckus R550 | 2026-06-03 15:58 | 29.79 hr | +21.8 | TAG | New extension setup |
| 300944 | Julie Herbert | Lenovo ThinkPad T14 | 2026-03-13 13:00 | 29.51 hr | +21.5 | SE | Screen flickering |
| 300981 | Karen Taylor | Apple MacBook Pro 14 | 2026-06-12 13:08 | 11.08 hr | +3.1 | KB | Database timeout |
| 300925 | Karen Taylor | Apple MacBook Pro 14 | 2026-01-22 08:23 | 8.38 hr | +0.4 | SE | Voicemail not delivering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Chloe Dempsey | Monitoring / server / security | 5 | 03 Feb 2026 – 07 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 05 Jan 2026 – 10 Mar 2026 |
| Rachael Parkin | Monitoring / server / security | 3 | 16 Feb 2026 – 19 May 2026 |
| Daniel Blacker | Email / Microsoft 365 | 3 | 24 Jun 2026 – 04 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 4 | 03 Feb 2026 – 13 Jul 2026 |
| Samsung Galaxy A54 | Email / Microsoft 365 | 3 | 05 Jan 2026 – 27 Mar 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 06 Feb 2026 – 11 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
97 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ELL079-100337 | 20 Aug 2026 | Planned Install · excluded | Voicemail not delivering Telephony · AB · Head Office | P2 | In Progress | — | — | n/a |
| ELL079-100336 | 18 Aug 2026 | Service Request | Message quarantined Email · KB · Head Office | P2 | Resolved | 4.18 hr | 2.2 days | Met |
| ELL079-100335 | 13 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| ELL079-100334 | 11 Aug 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Closed | 6.67 hr | 2.0 days | Met |
| ELL079-100333 | 10 Aug 2026 | Incident | Docking station not detected Hardware · TAG · Branch | P3 | Resolved | 0.14 hr | 1.8 days | Met |
| ELL079-100332 | 07 Aug 2026 | Change · excluded | Site offline Network · SE · Remote | P1 | Closed | — | — | n/a |
| ELL079-100331 | 05 Aug 2026 | Quote · excluded | Restore request Backup · BK · Head Office | P3 | In Progress | — | — | n/a |
| ELL079-100330 | 04 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| ELL079-100329 | 03 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Remote | P3 | Closed | 1.83 hr | 1.5 days | Met |
| ELL079-100328 | 31 Jul 2026 | Incident | Phishing report triage Security · KB · Site 2 | P1 | Closed | 1.93 hr | 2.1 hr | Met |
| ELL079-100327 | 30 Jul 2026 | Incident | Docking station not detected Hardware · TAG · Remote | P2 | Resolved | 38.42 hr | 2.0 hr | Missed |
| ELL079-100326 | 27 Jul 2026 | Quote · excluded | Site offline Network · AB · Head Office | P2 | In Progress | — | — | n/a |
| ELL079-100325 | 21 Jul 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P4 | Resolved | — | — | n/a |
| ELL079-100324 | 17 Jul 2026 | Service Request | Report not generating Line of business app · AB · Branch | P3 | Closed | 0.08 hr | 4.3 hr | Met |
| ELL079-100323 | 15 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Resolved | 34.88 hr | 1.7 days | Missed |
| ELL079-100322 | 13 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P3 | Closed | 0.28 hr | 2.5 days | Met |
| ELL079-100321 | 10 Jul 2026 | Incident | Site offline Network · ML · Head Office | P4 | Closed | 1.01 hr | 2.4 days | Met |
| ELL079-100320 | 08 Jul 2026 | Incident | Toner replacement Printing · SE · Branch | P2 | Closed | 3.91 hr | 2.3 days | Met |
| ELL079-100319 | 07 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 5.72 hr | 19.8 hr | Met |
| ELL079-100318 | 06 Jul 2026 | Planned Install · excluded | Replacement keyboard Hardware · KB · Remote | P4 | Resolved | — | — | n/a |
| ELL079-100317 | 03 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 4.08 hr | 2.2 days | Met |
| ELL079-100316 | 02 Jul 2026 | Quote · excluded | Handset registration Telephony · TAG · Remote | P3 | Resolved | — | — | n/a |
| ELL079-100315 | 29 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P2 | Closed | 2.43 hr | 2.3 days | Met |
| ELL079-100314 | 25 Jun 2026 | Service Request | Toner replacement Printing · KB · Branch | P3 | Closed | 5.76 hr | 15.8 hr | Met |
| ELL079-100313 | 24 Jun 2026 | Change | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | 0.37 hr | 1.8 days | Met |
| ELL079-100312 | 22 Jun 2026 | Service Request | Printer offline Printing · TAG · Branch | P1 | Resolved | 4.41 hr | 1.5 hr | Met |
| ELL079-100311 | 19 Jun 2026 | Service Request | MFA reset Security · SE · Branch | P3 | Closed | 0.47 hr | 10.1 hr | Met |
| ELL079-100310 | 17 Jun 2026 | Incident · excluded | Handset registration Telephony · TAG · Remote | P2 | Closed | — | — | n/a |
| ELL079-100309 | 16 Jun 2026 | Incident | Backup job failed Backup · SE · Head Office | P2 | Closed | 6.14 hr | 16.1 hr | Met |
| ELL079-100308 | 12 Jun 2026 | Change | Database timeout Line of business app · KB · Branch | P3 | Closed | 11.08 hr | 1.6 days | Missed |
| ELL079-100307 | 11 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 4.84 hr | 1.9 days | Met |
| ELL079-100306 | 10 Jun 2026 | Project · excluded | New starter setup User admin · AB · Site 2 | P3 | Resolved | — | — | n/a |
| ELL079-100305 | 08 Jun 2026 | Change | Outlook not syncing Microsoft 365 · ML · Head Office | P2 | Closed | 0.16 hr | 2.2 days | Met |
| ELL079-100304 | 03 Jun 2026 | Incident | New extension setup Telephony · TAG · Head Office | P3 | Closed | 29.79 hr | 1.1 days | Missed |
| ELL079-100303 | 01 Jun 2026 | Project · excluded | MFA reset Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| ELL079-100302 | 28 May 2026 | Incident · excluded | Spoofed email reported Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| ELL079-100301 | 26 May 2026 | Service Request | Retention change Backup · ML · Branch | P1 | Resolved | 1.25 hr | 2.7 hr | Met |
| ELL079-100300 | 25 May 2026 | Service Request | Restore request Backup · AB · Head Office | P3 | Resolved | 3.65 hr | 2.4 days | Met |
| ELL079-100299 | 22 May 2026 | Service Request · excluded | Screen flickering Hardware · BK · Branch | P2 | Closed | — | — | n/a |
| ELL079-100298 | 21 May 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Closed | 0.06 hr | 1.4 days | Met |
| ELL079-100297 | 20 May 2026 | Project · excluded | Distribution list change Email · BK · Head Office | P4 | Closed | — | — | n/a |
| ELL079-100296 | 19 May 2026 | Change | Slow VPN Network · AB · Head Office | P3 | Closed | 0.66 hr | 1.6 days | Met |
| ELL079-100295 | 15 May 2026 | Service Request | New extension setup Telephony · KB · Head Office | P3 | Resolved | 1.35 hr | 2.0 days | Met |
| ELL079-100294 | 12 May 2026 | Incident | Restore request Backup · KB · Head Office | P2 | Closed | 0.50 hr | 2.0 days | Met |
| ELL079-100293 | 11 May 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P4 | Resolved | 1.10 hr | 1.6 days | Met |
| ELL079-100292 | 08 May 2026 | Change | Outlook not syncing Microsoft 365 · ML · Remote | P4 | Closed | 1.32 hr | 1.9 days | Met |
| ELL079-100291 | 07 May 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 0.84 hr | 1.9 days | Met |
| ELL079-100290 | 05 May 2026 | Change | Restore request Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| ELL079-100289 | 04 May 2026 | Incident | Backup capacity review Backup · KB · Branch | P2 | Closed | 0.46 hr | 14.6 hr | Met |
| ELL079-100288 | 01 May 2026 | Service Request | Switch port fault Network · SE · Head Office | P3 | Closed | 1.04 hr | 4.9 hr | Met |
| ELL079-100287 | 30 Apr 2026 | Incident | Phishing report triage Security · KB · Remote | P4 | Resolved | 3.92 hr | 3.2 hr | Met |
| ELL079-100286 | 29 Apr 2026 | Service Request | Permission change User admin · KB · Head Office | P3 | Closed | 0.81 hr | 2.3 days | Met |
| ELL079-100285 | 24 Apr 2026 | Change | Wi-Fi dropouts in warehouse Network · ML · Head Office | P2 | Closed | 0.25 hr | 11.2 hr | Met |
| ELL079-100284 | 23 Apr 2026 | Incident | Name change request User admin · ML · Branch | P3 | Resolved | 1.21 hr | 2.1 days | Met |
| ELL079-100283 | 21 Apr 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P4 | Closed | 1.07 hr | 14.9 hr | Met |
| ELL079-100282 | 20 Apr 2026 | Change | Voicemail not delivering Telephony · TAG · Head Office | P2 | Closed | 0.28 hr | 1.0 days | Met |
| ELL079-100281 | 09 Apr 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P4 | Resolved | 1.10 hr | 15.4 hr | Met |
| ELL079-100280 | 08 Apr 2026 | Service Request | Application crash on launch Line of business app · AB · Remote | P3 | Resolved | 1.06 hr | 1.5 days | Met |
| ELL079-100279 | 07 Apr 2026 | Incident | Retention change Backup · TAG · Remote | P2 | Closed | 3.60 hr | 1.1 hr | Met |
| ELL079-100278 | 06 Apr 2026 | Quote · excluded | Handset registration Telephony · SE · Head Office | P2 | Resolved | — | — | n/a |
| ELL079-100277 | 01 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Closed | 0.43 hr | 1.4 days | Met |
| ELL079-100276 | 31 Mar 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Closed | 32.89 hr | 1.1 days | Missed |
| ELL079-100275 | 30 Mar 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Closed | 1.07 hr | 19.6 hr | Met |
| ELL079-100274 | 27 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 0.83 hr | 1.8 days | Met |
| ELL079-100273 | 24 Mar 2026 | Service Request | Switch port fault Network · BK · Head Office | P4 | Closed | 6.03 hr | 12.8 hr | Met |
| ELL079-100272 | 16 Mar 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| ELL079-100271 | 13 Mar 2026 | Incident | Screen flickering Hardware · SE · Remote | P3 | Closed | 29.51 hr | 7.4 hr | Missed |
| ELL079-100270 | 12 Mar 2026 | Change | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 0.40 hr | 1.5 days | Met |
| ELL079-100269 | 10 Mar 2026 | Change | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 0.68 hr | 1.9 days | Met |
| ELL079-100268 | 08 Mar 2026 | Service Request | Switch port fault Network · SE · Remote | P3 | Resolved | 2.77 hr | 2.2 days | Met |
| ELL079-100267 | 06 Mar 2026 | Incident | Replacement keyboard Hardware · KB · Remote | P1 | Closed | 2.58 hr | 15.2 hr | Met |
| ELL079-100266 | 28 Feb 2026 | Service Request | Laptop will not boot Hardware · KB · Branch | P4 | Resolved | 0.14 hr | 1.6 days | Met |
| ELL079-100265 | 27 Feb 2026 | Quote · excluded | Distribution list change Email · BK · Head Office | P3 | Closed | — | — | n/a |
| ELL079-100264 | 19 Feb 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Resolved | 0.81 hr | 20.2 hr | Met |
| ELL079-100263 | 18 Feb 2026 | Quote · excluded | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ELL079-100262 | 16 Feb 2026 | Change | MFA reset Security · AB · Head Office | P2 | Closed | 0.37 hr | 1.4 days | Met |
| ELL079-100261 | 13 Feb 2026 | Change | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| ELL079-100260 | 11 Feb 2026 | Incident · excluded | Backup job failed Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| ELL079-100259 | 10 Feb 2026 | Change · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| ELL079-100258 | 06 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 1.42 hr | 11.8 hr | Met |
| ELL079-100257 | 03 Feb 2026 | Change | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 0.66 hr | 1.9 days | Met |
| ELL079-100256 | 02 Feb 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 5.18 hr | 21.6 hr | Met |
| ELL079-100255 | 30 Jan 2026 | Project · excluded | Spoofed email reported Email · TAG · Branch | P2 | Resolved | — | — | n/a |
| ELL079-100254 | 29 Jan 2026 | Service Request | Call quality issue Telephony · AB · Branch | P2 | Closed | 1.41 hr | 23.4 hr | Met |
| ELL079-100253 | 28 Jan 2026 | Change | Backup job failed Backup · AB · Head Office | P3 | Closed | 0.54 hr | 1.5 days | Met |
| ELL079-100252 | 22 Jan 2026 | Incident | Voicemail not delivering Telephony · SE · Branch | P3 | Closed | 8.38 hr | 1.5 days | Missed |
| ELL079-100251 | 21 Jan 2026 | Incident · excluded | Handset registration Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| ELL079-100250 | 20 Jan 2026 | Incident · excluded | Handset registration Telephony · TAG · Head Office | P1 | Resolved | — | — | n/a |
| ELL079-100249 | 16 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 0.14 hr | 1.7 days | Met |
| ELL079-100248 | 15 Jan 2026 | Planned Install · excluded | Endpoint alert investigation Security · AB · Remote | P3 | Closed | — | — | n/a |
| ELL079-100247 | 13 Jan 2026 | Service Request | Leaver process User admin · KB · Remote | P3 | Closed | 1.50 hr | 6.4 hr | Met |
| ELL079-100246 | 12 Jan 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | 4.32 hr | 1.7 days | Met |
| ELL079-100245 | 09 Jan 2026 | Incident | Message quarantined Email · BK · Branch | P3 | Closed | 3.02 hr | 1.6 days | Met |
| ELL079-100244 | 07 Jan 2026 | Planned Install · excluded | New extension setup Telephony · AB · Head Office | P4 | Resolved | — | — | n/a |
| ELL079-100243 | 06 Jan 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| ELL079-100242 | 05 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Site 2 | P2 | Closed | 1.22 hr | 6.9 hr | Met |
| ELL079-100241 | 02 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Resolved | — | — | 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.