SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 33 records in this selection sit outside that — quotes, projects and planned installs, plus 16 calls billed time and materials. They stay visible for volume context.
Service performance
108 eligible records in this yearAverage first response
3.3 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
90.5%
10 call(s) over the 8-hour target
First-time fix
63.9%
Where the source records the field
Volume
Contract calls
108
141 calls logged in the period
Off contract
16
£3,690.75 chargeable
Open / closed
3 / 138
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
108
records
- Hardware15
- Printing14
- Line of business app14
- Backup12
- Security12
- User admin10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 108 | 3.33 hr | 90.5% | 10 | 33 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Karen Taylor | 15 | 1.58 hr | 100% | 0 |
| Kelly Gregory | 12 | 5.10 hr | 83% | 2 |
| Anne-Marie Cable | 11 | 2.97 hr | 100% | 0 |
| Stacey Thomas | 11 | 5.85 hr | 82% | 2 |
| (Not recorded) | 11 | 5.39 hr | 80% | 2 |
| Julie Herbert | 9 | 1.41 hr | 100% | 0 |
| Damian Armstrong | 7 | 2.48 hr | 100% | 0 |
| Barry Ebbs | 7 | 2.15 hr | 86% | 1 |
| Daniel Blacker | 6 | 1.12 hr | 100% | 0 |
| Chloe Dempsey | 6 | 5.66 hr | 67% | 2 |
| Rachael Parkin | 6 | 3.31 hr | 83% | 1 |
| Aiden Higgins | 4 | 1.89 hr | 100% | 0 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 28.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307222 | Stacey Thomas | Ubiquiti USW-Pro-24 | 2026-07-15 09:44 | 36.65 hr | +28.6 | SE | MFA reset |
| 307164 | (Not recorded) | HP ProDesk 400 G7 | 2026-04-07 15:01 | 29.14 hr | +21.1 | TAG | Report not generating |
| 307188 | Stacey Thomas | Dell OptiPlex 3050 | 2026-05-19 11:53 | 22.49 hr | +14.5 | TAG | Leaver process |
| 307148 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-03-12 16:54 | 21.95 hr | +13.9 | TAG | Teams sign-in loop |
| 307171 | Chloe Dempsey | Dell Latitude 5440 | 2026-04-16 08:14 | 18.35 hr | +10.3 | BK | Replacement keyboard |
| 307200 | Chloe Dempsey | Draytek Vigor 2927 | 2026-06-05 13:30 | 11.94 hr | +3.9 | SE | New printer driver rollout |
| 307216 | Rachael Parkin | Ubiquiti UAP-AC-PRO | 2026-07-03 16:46 | 11.39 hr | +3.4 | KB | Screen flickering |
| 307106 | Barry Ebbs | Dell Latitude E7470 | 2026-01-07 15:16 | 9.58 hr | +1.6 | KB | Wi-Fi dropouts in warehouse |
| 307220 | Kelly Gregory | Dell OptiPlex 7010 | 2026-07-10 11:55 | 9.46 hr | +1.5 | SE | Voicemail not delivering |
| 307214 | (Not recorded) | Lenovo ThinkPad T14 | 2026-07-01 14:38 | 9.21 hr | +1.2 | AB | Restore request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Monitoring / server / security | 4 | 13 Jan 2026 – 27 Jul 2026 |
| (Not recorded) | Line of business app | 4 | 12 Feb 2026 – 01 Jun 2026 |
| Julie Herbert | Printing | 4 | 26 Feb 2026 – 11 Jun 2026 |
| (Not recorded) | Backup / restore | 4 | 11 Mar 2026 – 07 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 3 | 01 Jan 2026 – 24 Mar 2026 |
| Stacey Thomas | Line of business app | 3 | 05 Jan 2026 – 22 Jul 2026 |
| Karen Taylor | User administration | 3 | 15 Jan 2026 – 30 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 3 | 19 Jan 2026 – 17 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Email / Microsoft 365 | 4 | 01 Jan 2026 – 25 May 2026 |
| Dell Latitude 7420 | Line of business app | 4 | 05 Jan 2026 – 15 Jun 2026 |
| Dell OptiPlex 7010 | Backup / restore | 4 | 11 Mar 2026 – 07 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 12 Mar 2026 – 17 Jul 2026 |
| Dell Latitude 7420 | Printing | 3 | 02 Jan 2026 – 07 Mar 2026 |
| Ubiquiti USW-Pro-24 | Monitoring / server / security | 3 | 08 Jan 2026 – 23 Jul 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 3 | 13 Jan 2026 – 25 Jun 2026 |
| HP ProDesk 400 G7 | Monitoring / server / security | 3 | 17 Apr 2026 – 20 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
141 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ELL160-100448 | 24 Aug 2026 | Project · excluded | Slow VPN Network · TAG · Branch | P4 | Open | — | — | n/a |
| ELL160-100447 | 21 Aug 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| ELL160-100446 | 20 Aug 2026 | Incident | Suspicious sign-in review Security · BK · Branch | P2 | Closed | 1.32 hr | 1.7 days | Met |
| ELL160-100445 | 18 Aug 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P4 | Resolved | 1.50 hr | 1.2 days | Met |
| ELL160-100444 | 17 Aug 2026 | Service Request | Printer offline Printing · AB · Head Office | P4 | Resolved | 1.14 hr | 1.8 days | Met |
| ELL160-100443 | 10 Aug 2026 | Planned Install · excluded | Message quarantined Email · KB · Head Office | P4 | Open | — | — | n/a |
| ELL160-100442 | 07 Aug 2026 | Incident | Docking station not detected Hardware · ML · Remote | P3 | Closed | 0.79 hr | 2.2 days | Met |
| ELL160-100441 | 07 Aug 2026 | Service Request | Restore request Backup · AB · Head Office | P4 | Resolved | 4.50 hr | 1.7 days | Met |
| ELL160-100440 | 06 Aug 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 0.81 hr | 1.7 hr | Met |
| ELL160-100439 | 05 Aug 2026 | Change · excluded | Leaver process User admin · TAG · Remote | P4 | Resolved | — | — | n/a |
| ELL160-100438 | 03 Aug 2026 | Change | Call quality issue Telephony · BK · Head Office | P4 | Resolved | 1.40 hr | 1.3 days | Met |
| ELL160-100437 | 31 Jul 2026 | Service Request | Retention change Backup · ML · Head Office | P3 | Resolved | 0.76 hr | 1.6 days | Met |
| ELL160-100436 | 28 Jul 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Closed | 4.29 hr | 4.1 hr | Met |
| ELL160-100435 | 27 Jul 2026 | Service Request | Phishing report triage Security · ML · Head Office | P4 | Closed | 4.86 hr | 2.2 days | Met |
| ELL160-100434 | 24 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Head Office | P3 | Open | — | — | n/a |
| ELL160-100433 | 23 Jul 2026 | Service Request | Phishing report triage Security · ML · Head Office | P4 | Closed | 0.25 hr | 1.6 days | Met |
| ELL160-100432 | 22 Jul 2026 | Service Request | Licence renewal Line of business app · SE · Remote | P3 | Resolved | 0.35 hr | 1.1 days | Met |
| ELL160-100431 | 20 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P2 | Closed | 1.47 hr | 20.6 hr | Met |
| ELL160-100430 | 17 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Closed | 6.84 hr | 9.8 hr | Met |
| ELL160-100429 | 16 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P3 | Resolved | 1.40 hr | 1.7 days | Met |
| ELL160-100428 | 15 Jul 2026 | Incident | MFA reset Security · SE · Head Office | P4 | Closed | 36.65 hr | 2.2 days | Missed |
| ELL160-100427 | 14 Jul 2026 | Planned Install · excluded | Name change request User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| ELL160-100426 | 10 Jul 2026 | Service Request | Voicemail not delivering Telephony · SE · Remote | P4 | Closed | 9.46 hr | 2.2 days | Missed |
| ELL160-100425 | 09 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · ML · Head Office | P1 | Resolved | — | — | n/a |
| ELL160-100424 | 07 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 3.91 hr | 2.2 days | Met |
| ELL160-100423 | 06 Jul 2026 | Service Request | Site offline Network · AB · Site 2 | P3 | Resolved | 0.61 hr | 2.2 days | Met |
| ELL160-100422 | 03 Jul 2026 | Incident | Screen flickering Hardware · KB · Branch | P2 | Closed | 11.39 hr | 1.7 hr | Missed |
| ELL160-100421 | 02 Jul 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | 3.95 hr | 2.2 days | Met |
| ELL160-100420 | 01 Jul 2026 | Incident | Restore request Backup · AB · Branch | P3 | Resolved | 9.21 hr | 1.2 days | Missed |
| ELL160-100419 | 30 Jun 2026 | Service Request | Leaver process User admin · AB · Remote | P2 | Closed | 0.86 hr | 1.4 days | Met |
| ELL160-100418 | 29 Jun 2026 | Service Request | Printer offline Printing · SE · Remote | P3 | Resolved | 2.00 hr | 1.1 days | Met |
| ELL160-100417 | 29 Jun 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P1 | Closed | 0.15 hr | 6.1 hr | Met |
| ELL160-100416 | 26 Jun 2026 | Service Request | Retention change Backup · ML · Branch | P4 | Resolved | 1.23 hr | 1.1 days | Met |
| ELL160-100415 | 25 Jun 2026 | Incident · excluded | Replacement keyboard Hardware · SE · Remote | P4 | Closed | — | — | n/a |
| ELL160-100414 | 25 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Branch | P3 | Closed | 1.05 hr | 2.3 days | Met |
| ELL160-100413 | 22 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · BK · Branch | P4 | Closed | — | — | n/a |
| ELL160-100412 | 16 Jun 2026 | Service Request | Retention change Backup · BK · Remote | P3 | Resolved | 1.44 hr | 14.9 hr | Met |
| ELL160-100411 | 15 Jun 2026 | Change | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 1.43 hr | 1.8 days | Met |
| ELL160-100410 | 12 Jun 2026 | Service Request | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | 1.41 hr | 11.1 hr | Met |
| ELL160-100409 | 11 Jun 2026 | Service Request | New printer driver rollout Printing · BK · Remote | P4 | Closed | 1.01 hr | 2.1 days | Met |
| ELL160-100408 | 09 Jun 2026 | Incident | Backup capacity review Backup · BK · Head Office | P2 | Resolved | — | — | n/a |
| ELL160-100407 | 08 Jun 2026 | Incident | Site offline Network · BK · Branch | P2 | Resolved | 0.81 hr | 1.5 days | Met |
| ELL160-100406 | 05 Jun 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P2 | Closed | 11.94 hr | 2.2 days | Missed |
| ELL160-100405 | 04 Jun 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 4.60 hr | 6.7 hr | Met |
| ELL160-100404 | 03 Jun 2026 | Quote · excluded | Permission change User admin · KB · Branch | P3 | Resolved | — | — | n/a |
| ELL160-100403 | 02 Jun 2026 | Service Request | Backup capacity review Backup · ML · Remote | P1 | Closed | 0.33 hr | 4.1 hr | Met |
| ELL160-100402 | 01 Jun 2026 | Incident | Application crash on launch Line of business app · KB · Remote | P3 | Resolved | 3.56 hr | 2.4 days | Met |
| ELL160-100401 | 29 May 2026 | Incident · excluded | Backup capacity review Backup · SE · Branch | P3 | Resolved | — | — | n/a |
| ELL160-100400 | 28 May 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ELL160-100399 | 27 May 2026 | Project · excluded | Application crash on launch Line of business app · SE · Head Office | P2 | Resolved | — | — | n/a |
| ELL160-100398 | 26 May 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Closed | 1.30 hr | 1.4 days | Met |
| ELL160-100397 | 25 May 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 0.51 hr | 21.8 hr | Met |
| ELL160-100396 | 21 May 2026 | Service Request · excluded | Report not generating Line of business app · ML · Head Office | P2 | Closed | — | — | n/a |
| ELL160-100395 | 20 May 2026 | Incident | Distribution list change Email · AB · Remote | P2 | Closed | 2.14 hr | 1.1 days | Met |
| ELL160-100394 | 19 May 2026 | Incident | Leaver process User admin · TAG · Head Office | P2 | Closed | 22.49 hr | 1.8 days | Missed |
| ELL160-100393 | 14 May 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P2 | Resolved | 2.46 hr | 1.2 days | Met |
| ELL160-100392 | 11 May 2026 | Service Request | Toner replacement Printing · SE · Branch | P4 | Resolved | 0.50 hr | 1.6 days | Met |
| ELL160-100391 | 11 May 2026 | Quote · excluded | Handset registration Telephony · AB · Branch | P3 | Closed | — | — | n/a |
| ELL160-100390 | 08 May 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Resolved | 1.74 hr | 3.7 hr | Met |
| ELL160-100389 | 08 May 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P3 | Closed | 6.54 hr | 1.7 days | Met |
| ELL160-100388 | 07 May 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| ELL160-100387 | 06 May 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | — | — | n/a |
| ELL160-100386 | 05 May 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 0.10 hr | 2.1 days | Met |
| ELL160-100385 | 04 May 2026 | Change | Printer offline Printing · TAG · Head Office | P3 | Resolved | 1.25 hr | 1.2 days | Met |
| ELL160-100384 | 01 May 2026 | Service Request · excluded | Screen flickering Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| ELL160-100383 | 30 Apr 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| ELL160-100382 | 29 Apr 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P2 | Closed | 2.22 hr | 1.3 days | Met |
| ELL160-100381 | 27 Apr 2026 | Incident | Laptop will not boot Hardware · KB · Remote | P4 | Closed | 0.56 hr | 2.3 days | Met |
| ELL160-100380 | 22 Apr 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P4 | Resolved | 0.81 hr | 1.7 days | Met |
| ELL160-100379 | 21 Apr 2026 | Incident | Phishing report triage Security · SE · Head Office | P4 | Closed | 0.23 hr | 17.5 hr | Met |
| ELL160-100378 | 17 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 0.85 hr | 2.2 days | Met |
| ELL160-100377 | 16 Apr 2026 | Change | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 18.35 hr | 1.5 hr | Missed |
| ELL160-100376 | 15 Apr 2026 | Service Request | Slow VPN Network · ML · Head Office | P4 | Closed | 0.54 hr | 2.2 days | Met |
| ELL160-100375 | 14 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Site 2 | P3 | Resolved | 1.05 hr | 11.7 hr | Met |
| ELL160-100374 | 13 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Resolved | — | — | n/a |
| ELL160-100373 | 10 Apr 2026 | Service Request | Permission change User admin · ML · Remote | P3 | Resolved | 4.91 hr | 1.9 days | Met |
| ELL160-100372 | 09 Apr 2026 | Incident | Docking station not detected Hardware · KB · Remote | P4 | Closed | 5.82 hr | 7.3 hr | Met |
| ELL160-100371 | 08 Apr 2026 | Project · excluded | Retention change Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| ELL160-100370 | 07 Apr 2026 | Change | Report not generating Line of business app · TAG · Branch | P3 | Resolved | 29.14 hr | 1.4 days | Missed |
| ELL160-100369 | 06 Apr 2026 | Quote · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ELL160-100368 | 06 Apr 2026 | Project · excluded | Slow VPN Network · BK · Remote | P3 | Closed | — | — | n/a |
| ELL160-100367 | 03 Apr 2026 | Service Request | Message quarantined Email · KB · Head Office | P3 | Closed | 0.54 hr | 1.9 days | Met |
| ELL160-100366 | 03 Apr 2026 | Service Request · excluded | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | — | — | n/a |
| ELL160-100365 | 01 Apr 2026 | Service Request | New starter setup User admin · BK · Head Office | P3 | Closed | 0.19 hr | 2.3 days | Met |
| ELL160-100364 | 26 Mar 2026 | Service Request | Backup job failed Backup · TAG · Branch | P3 | Resolved | 1.30 hr | 1.1 days | Met |
| ELL160-100363 | 25 Mar 2026 | Service Request | Application crash on launch Line of business app · SE · Remote | P1 | Closed | 2.57 hr | 11.4 hr | Met |
| ELL160-100362 | 24 Mar 2026 | Incident | Mailbox delegation Email · SE · Branch | P2 | Closed | 0.75 hr | 1.6 days | Met |
| ELL160-100361 | 23 Mar 2026 | Incident | Report not generating Line of business app · BK · Head Office | P4 | Closed | 0.20 hr | 7.9 hr | Met |
| ELL160-100360 | 20 Mar 2026 | Incident | Report not generating Line of business app · SE · Head Office | P4 | Resolved | 2.48 hr | 2.1 days | Met |
| ELL160-100359 | 19 Mar 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P2 | Closed | 0.89 hr | 1.6 days | Met |
| ELL160-100358 | 18 Mar 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Closed | 1.36 hr | 1.9 days | Met |
| ELL160-100357 | 16 Mar 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P4 | Resolved | 0.48 hr | 1.0 days | Met |
| ELL160-100356 | 13 Mar 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 1.46 hr | 4.5 hr | Met |
| ELL160-100355 | 12 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Closed | 1.46 hr | 1.4 days | Met |
| ELL160-100354 | 12 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 21.95 hr | 22.5 hr | Missed |
| ELL160-100353 | 11 Mar 2026 | Incident | Retention change Backup · SE · Branch | P3 | Resolved | 2.39 hr | 21.8 hr | Met |
| ELL160-100352 | 10 Mar 2026 | Incident | Call quality issue Telephony · BK · Branch | P4 | Closed | 0.97 hr | 1.4 days | Met |
| ELL160-100351 | 09 Mar 2026 | Service Request · excluded | Distribution list change Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| ELL160-100350 | 07 Mar 2026 | Service Request | Toner replacement Printing · KB · Site 2 | P3 | Resolved | 1.32 hr | 1.0 days | Met |
| ELL160-100349 | 06 Mar 2026 | Incident | MFA reset Security · AB · Site 2 | P2 | Closed | 1.07 hr | 1.2 days | Met |
| ELL160-100348 | 05 Mar 2026 | Service Request | Toner replacement Printing · TAG · Branch | P3 | Resolved | 2.15 hr | 1.8 days | Met |
| ELL160-100347 | 04 Mar 2026 | Incident · excluded | Replacement keyboard Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| ELL160-100346 | 03 Mar 2026 | Service Request | Switch port fault Network · KB · Head Office | P4 | Closed | 0.24 hr | 2.7 hr | Met |
| ELL160-100345 | 02 Mar 2026 | Incident · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| ELL160-100344 | 27 Feb 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P1 | Resolved | 0.40 hr | 2.0 hr | Met |
| ELL160-100343 | 26 Feb 2026 | Incident | Toner replacement Printing · TAG · Head Office | P4 | Closed | 1.27 hr | 21.9 hr | Met |
| ELL160-100342 | 25 Feb 2026 | Service Request | Message quarantined Email · SE · Head Office | P4 | Resolved | 0.16 hr | 23.1 hr | Met |
| ELL160-100341 | 24 Feb 2026 | Incident | New extension setup Telephony · BK · Branch | P4 | Closed | 1.07 hr | 1.3 days | Met |
| ELL160-100340 | 23 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Resolved | 0.50 hr | 15.9 hr | Met |
| ELL160-100339 | 19 Feb 2026 | Change · excluded | Application crash on launch Line of business app · BK · Remote | P3 | Closed | — | — | n/a |
| ELL160-100338 | 17 Feb 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 1.91 hr | 1.1 days | Met |
| ELL160-100337 | 16 Feb 2026 | Incident · excluded | Slow VPN Network · AB · Head Office | P3 | Closed | — | — | n/a |
| ELL160-100336 | 12 Feb 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P4 | Resolved | 1.40 hr | 1.4 hr | Met |
| ELL160-100335 | 11 Feb 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Site 2 | P2 | Resolved | — | — | n/a |
| ELL160-100334 | 09 Feb 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 2.60 hr | 1.0 days | Met |
| ELL160-100333 | 06 Feb 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P3 | Closed | 5.36 hr | 15.9 hr | Met |
| ELL160-100332 | 05 Feb 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ELL160-100331 | 04 Feb 2026 | Service Request | Printer offline Printing · KB · Site 2 | P3 | Closed | 4.23 hr | 3.9 hr | Met |
| ELL160-100330 | 03 Feb 2026 | Incident | Slow VPN Network · AB · Branch | P2 | Closed | 4.06 hr | 1.6 days | Met |
| ELL160-100329 | 02 Feb 2026 | Incident | Leaver process User admin · SE · Head Office | P4 | Closed | 1.21 hr | 3.0 hr | Met |
| ELL160-100328 | 01 Feb 2026 | Project · excluded | Handset registration Telephony · ML · Head Office | P1 | Closed | — | — | n/a |
| ELL160-100327 | 29 Jan 2026 | Service Request | New extension setup Telephony · SE · Site 2 | P2 | Closed | 1.16 hr | 1.2 days | Met |
| ELL160-100326 | 27 Jan 2026 | Change | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 0.33 hr | 1.9 days | Met |
| ELL160-100325 | 26 Jan 2026 | Incident | Leaver process User admin · KB · Remote | P3 | Resolved | 4.01 hr | 12.3 hr | Met |
| ELL160-100324 | 26 Jan 2026 | Change | Outlook not syncing Microsoft 365 · SE · Head Office | P2 | Closed | 2.02 hr | 1.2 days | Met |
| ELL160-100323 | 23 Jan 2026 | Incident | New starter setup User admin · ML · Head Office | P1 | Closed | 0.36 hr | 10.0 hr | Met |
| ELL160-100322 | 22 Jan 2026 | Service Request | Backup capacity review Backup · TAG · Site 2 | P4 | Closed | 0.51 hr | 1.1 days | Met |
| ELL160-100321 | 21 Jan 2026 | Service Request | Suspicious sign-in review Security · BK · Remote | P3 | Resolved | 0.61 hr | 16.1 hr | Met |
| ELL160-100320 | 20 Jan 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Resolved | — | — | n/a |
| ELL160-100319 | 19 Jan 2026 | Incident | Distribution list change Email · TAG · Branch | P3 | Closed | 5.22 hr | 1.0 days | Met |
| ELL160-100318 | 15 Jan 2026 | Service Request | New starter setup User admin · ML · Head Office | P3 | Closed | 0.83 hr | 1.6 days | Met |
| ELL160-100317 | 13 Jan 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 2.06 hr | 1.6 days | Met |
| ELL160-100316 | 12 Jan 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P2 | Closed | 0.50 hr | 2.5 days | Met |
| ELL160-100315 | 08 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Resolved | 1.26 hr | 1.9 days | Met |
| ELL160-100314 | 08 Jan 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Resolved | — | — | n/a |
| ELL160-100313 | 07 Jan 2026 | Quote · excluded | Spoofed email reported Email · KB · Branch | P3 | Closed | — | — | n/a |
| ELL160-100312 | 07 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P3 | Closed | 9.58 hr | 1.6 days | Missed |
| ELL160-100311 | 06 Jan 2026 | Incident | Retention change Backup · SE · Branch | P3 | Closed | 4.97 hr | 1.5 days | Met |
| ELL160-100310 | 05 Jan 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P2 | Resolved | 0.08 hr | 23.4 hr | Met |
| ELL160-100309 | 02 Jan 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 3.95 hr | 2.1 days | Met |
| ELL160-100308 | 01 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Remote | P4 | Resolved | 1.68 hr | 1.1 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.