SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 68 records in this selection sit outside that — quotes, projects and planned installs, plus 29 calls billed time and materials. They stay visible for volume context.
Service performance
157 eligible records in this yearAverage first response
3.5 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.4%
18 call(s) over the 8-hour target
First-time fix
70.5%
Where the source records the field
Volume
Contract calls
157
225 calls logged in the period
Off contract
29
£7,478.25 chargeable
Open / closed
10 / 215
Across the selected period
Data-quality gaps
2
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
157
records
- Printing23
- Backup17
- Network17
- Telephony16
- Line of business app15
- User admin15
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 157 | 3.46 hr | 88.4% | 18 | 68 |
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 | 23 | 3.72 hr | 95% | 1 |
| Anne-Marie Cable | 22 | 3.05 hr | 86% | 3 |
| Stacey Thomas | 18 | 3.15 hr | 83% | 3 |
| Barry Ebbs | 13 | 5.40 hr | 85% | 2 |
| (Not recorded) | 13 | 2.78 hr | 85% | 2 |
| Phil Jenkins | 13 | 2.85 hr | 92% | 1 |
| Kelly Gregory | 11 | 1.54 hr | 100% | 0 |
| Rachael Parkin | 10 | 4.52 hr | 80% | 2 |
| Damian Armstrong | 9 | 7.30 hr | 88% | 1 |
| Daniel Blacker | 8 | 2.40 hr | 88% | 1 |
| Chloe Dempsey | 7 | 1.89 hr | 100% | 0 |
| Julie Herbert | 5 | 3.73 hr | 80% | 1 |
18 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 35.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306365 | Damian Armstrong | HP ProBook 450 G6 | 2026-05-28 11:50 | 43.16 hr | +35.2 | AB | Application crash on launch |
| 306382 | Barry Ebbs | HP ProBook 450 G6 | 2026-06-12 16:07 | 40.94 hr | +32.9 | ML | Retention change |
| 306297 | Karen Taylor | Apple MacBook Pro 14 | 2026-03-18 10:35 | 39.62 hr | +31.6 | SE | Suspicious sign-in review |
| 306388 | Rachael Parkin | Dell PowerEdge R640 | 2026-06-18 13:06 | 26.74 hr | +18.7 | AB | Permission change |
| 306323 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-04-17 15:25 | 18.58 hr | +10.6 | KB | Scan to email failing |
| 306369 | (Not recorded) | Apple iPhone 12 | 2026-06-02 12:56 | 15.29 hr | +7.3 | SE | New extension setup |
| 306270 | Phil Jenkins | Ubiquiti USW-Pro-24 | 2026-02-16 16:29 | 13.90 hr | +5.9 | SE | Teams sign-in loop |
| 306306 | Stacey Thomas | Dell OptiPlex 7010 | 2026-03-31 12:59 | 11.60 hr | +3.6 | SE | Call quality issue |
| 306418 | Aiden Higgins | Ubiquiti USW-Pro-24 | 2026-07-18 17:59 | 11.49 hr | +3.5 | KB | MFA reset |
| 306285 | Julie Herbert | Samsung Galaxy A54 | 2026-03-02 16:00 | 11.17 hr | +3.2 | ML | Application crash on launch |
| 306328 | Rachael Parkin | Dell PowerEdge R640 | 2026-04-24 09:28 | 10.45 hr | +2.5 | AB | Printer offline |
| 306299 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-03-20 08:52 | 10.28 hr | +2.3 | TAG | Handset registration |
| 306372 | Stacey Thomas | Dell Latitude 7420 | 2026-06-04 08:45 | 10.02 hr | +2.0 | BK | Name change request |
| 306348 | (Not recorded) | Brother MFC-L8690 | 2026-05-13 15:52 | 10.01 hr | +2.0 | ML | Application crash on launch |
| 306265 | Daniel Blacker | Samsung Galaxy S23 | 2026-02-10 15:38 | 9.67 hr | +1.7 | AB | New printer driver rollout |
| 306293 | Barry Ebbs | Apple MacBook Air M2 | 2026-03-13 10:07 | 9.17 hr | +1.2 | ML | New extension setup |
| 306406 | Stacey Thomas | Apple MacBook Air M2 | 2026-07-06 09:03 | 8.98 hr | +1.0 | ML | SharePoint permission request |
| 306366 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-05-29 16:54 | 8.74 hr | +0.7 | ML | Replacement keyboard |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 8 | 02 Feb 2026 – 25 Aug 2026 |
| Phil Jenkins | Email / Microsoft 365 | 6 | 13 Jan 2026 – 14 Aug 2026 |
| Anne-Marie Cable | Telephony | 5 | 20 Mar 2026 – 12 Aug 2026 |
| Barry Ebbs | Backup / restore | 4 | 01 Jan 2026 – 12 Jun 2026 |
| Anne-Marie Cable | Line of business app | 4 | 01 Jan 2026 – 05 May 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 12 Jan 2026 – 06 Jul 2026 |
| Barry Ebbs | Printing | 4 | 22 Jan 2026 – 17 Jun 2026 |
| Phil Jenkins | Monitoring / server / security | 4 | 26 Jan 2026 – 01 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 5 | 20 Jan 2026 – 20 May 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 4 | 12 Jan 2026 – 19 Jun 2026 |
| HP ProBook 450 G6 | Printing | 4 | 22 Jan 2026 – 07 May 2026 |
| Dell Latitude 7420 | Backup / restore | 4 | 28 Jan 2026 – 10 Jul 2026 |
| Apple MacBook Pro 14 | Telephony | 4 | 24 Feb 2026 – 04 Aug 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 4 | 04 Mar 2026 – 02 May 2026 |
| HP ProBook 450 G6 | Line of business app | 4 | 01 Apr 2026 – 28 Jul 2026 |
| HP ProBook 450 G6 | Backup / restore | 4 | 09 Jun 2026 – 29 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
225 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ELL963-100685 | 25 Aug 2026 | Service Request | Slow VPN Network · SE · Head Office | P2 | Closed | 0.13 hr | 1.4 days | Met |
| ELL963-100684 | 22 Aug 2026 | Change · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | In Progress | — | — | n/a |
| ELL963-100683 | 21 Aug 2026 | Service Request | Mailbox delegation Email · TAG · Remote | P4 | Closed | 0.13 hr | 2.3 days | Met |
| ELL963-100682 | 21 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P4 | Open | — | — | n/a |
| ELL963-100681 | 20 Aug 2026 | Quote · excluded | Docking station not detected Hardware · KB · Head Office | P4 | Open | — | — | n/a |
| ELL963-100680 | 20 Aug 2026 | Quote · excluded | Licence renewal Line of business app · KB · Remote | P2 | In Progress | — | — | n/a |
| ELL963-100679 | 19 Aug 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · AB · Remote | P4 | Resolved | — | — | n/a |
| ELL963-100678 | 17 Aug 2026 | Service Request | Licence renewal Line of business app · TAG · Branch | P3 | Closed | 0.59 hr | 1.2 days | Met |
| ELL963-100677 | 15 Aug 2026 | Quote · excluded | Printer offline Printing · ML · Remote | P2 | In Progress | — | — | n/a |
| ELL963-100676 | 15 Aug 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Closed | 2.46 hr | 2.3 days | Met |
| ELL963-100675 | 14 Aug 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Resolved | 1.43 hr | 2.4 days | Met |
| ELL963-100674 | 13 Aug 2026 | Planned Install · excluded | Backup capacity review Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| ELL963-100673 | 13 Aug 2026 | Service Request | Toner replacement Printing · AB · Head Office | P2 | Closed | 4.93 hr | 19.9 hr | Met |
| ELL963-100672 | 12 Aug 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Resolved | 1.26 hr | 23.8 hr | Met |
| ELL963-100671 | 12 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · KB · Remote | P3 | Resolved | — | — | n/a |
| ELL963-100670 | 07 Aug 2026 | Change · excluded | Site offline Network · BK · Remote | P4 | Resolved | — | — | n/a |
| ELL963-100669 | 06 Aug 2026 | Quote · excluded | Site offline Network · SE · Head Office | P4 | Open | — | — | n/a |
| ELL963-100668 | 05 Aug 2026 | Incident | Toner replacement Printing · KB · Branch | P3 | Closed | 1.36 hr | 2.3 days | Met |
| ELL963-100667 | 04 Aug 2026 | Incident | Voicemail not delivering Telephony · KB · Remote | P3 | Resolved | 1.18 hr | 8.3 hr | Met |
| ELL963-100666 | 04 Aug 2026 | Change | Toner replacement Printing · BK · Head Office | P4 | Resolved | 0.66 hr | 2.0 days | Met |
| ELL963-100665 | 03 Aug 2026 | Quote · excluded | Docking station not detected Hardware · AB · Head Office | P4 | In Progress | — | — | n/a |
| ELL963-100664 | 31 Jul 2026 | Incident | Name change request User admin · KB · Head Office | P3 | Closed | 0.37 hr | 1.4 days | Met |
| ELL963-100663 | 30 Jul 2026 | Service Request · excluded | Permission change User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| ELL963-100662 | 29 Jul 2026 | Incident | Toner replacement Printing · BK · Head Office | P4 | Resolved | 1.02 hr | 15.3 hr | Met |
| ELL963-100661 | 28 Jul 2026 | Incident | Report not generating Line of business app · SE · Branch | P4 | Closed | 0.64 hr | 2.4 days | Met |
| ELL963-100660 | 27 Jul 2026 | Incident · excluded | Report not generating Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| ELL963-100659 | 24 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | In Progress | — | — | n/a |
| ELL963-100658 | 23 Jul 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · TAG · Branch | P3 | Closed | — | — | n/a |
| ELL963-100657 | 22 Jul 2026 | Quote · excluded | Scan to email failing Printing · SE · Head Office | P3 | In Progress | — | — | n/a |
| ELL963-100656 | 21 Jul 2026 | Service Request | Screen flickering Hardware · KB · Branch | P3 | Closed | 2.22 hr | 1.9 days | Met |
| ELL963-100655 | 20 Jul 2026 | Incident | Toner replacement Printing · BK · Branch | P3 | Resolved | 0.83 hr | 2.4 days | Met |
| ELL963-100654 | 18 Jul 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Closed | 11.49 hr | 21.9 hr | Missed |
| ELL963-100653 | 18 Jul 2026 | Incident · excluded | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| ELL963-100652 | 17 Jul 2026 | Incident · excluded | Switch port fault Network · AB · Branch | P4 | Closed | — | — | n/a |
| ELL963-100651 | 17 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · TAG · Branch | P1 | In Progress | — | — | n/a |
| ELL963-100650 | 15 Jul 2026 | Incident · excluded | Spoofed email reported Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| ELL963-100649 | 14 Jul 2026 | Change | Name change request User admin · AB · Head Office | P4 | Closed | 1.53 hr | 2.2 days | Met |
| ELL963-100648 | 13 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 0.13 hr | 2.2 hr | Met |
| ELL963-100647 | 11 Jul 2026 | Service Request · excluded | Screen flickering Hardware · AB · Branch | P3 | Resolved | — | — | n/a |
| ELL963-100646 | 11 Jul 2026 | Quote · excluded | Endpoint alert investigation Security · BK · Head Office | P2 | Resolved | — | — | n/a |
| ELL963-100645 | 10 Jul 2026 | Service Request | Backup job failed Backup · KB · Head Office | P4 | Closed | 1.94 hr | 18.0 hr | Met |
| ELL963-100644 | 10 Jul 2026 | Service Request | Restore request Backup · ML · Branch | P3 | Closed | 4.92 hr | 2.2 days | Met |
| ELL963-100643 | 06 Jul 2026 | Quote · excluded | Voicemail not delivering Telephony · BK · Remote | P3 | Closed | — | — | n/a |
| ELL963-100642 | 06 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Site 2 | P3 | Closed | 8.98 hr | 1.1 hr | Missed |
| ELL963-100641 | 01 Jul 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Resolved | 4.56 hr | 23.1 hr | Met |
| ELL963-100640 | 01 Jul 2026 | Incident | Site offline Network · KB · Head Office | P2 | Closed | 1.11 hr | 2.6 hr | Met |
| ELL963-100639 | 30 Jun 2026 | Service Request | MFA reset Security · AB · Head Office | P2 | Closed | 0.81 hr | 4.9 hr | Met |
| ELL963-100638 | 30 Jun 2026 | Change · excluded | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ELL963-100637 | 29 Jun 2026 | Incident | New extension setup Telephony · AB · Head Office | P2 | Closed | 0.96 hr | 1.0 days | Met |
| ELL963-100636 | 29 Jun 2026 | Incident | Backup capacity review Backup · TAG · Remote | P3 | Closed | 0.56 hr | 2.0 days | Met |
| ELL963-100635 | 26 Jun 2026 | Incident | Toner replacement Printing · ML · Branch | P3 | Closed | 0.82 hr | 2.3 days | Met |
| ELL963-100634 | 26 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 2.34 hr | 1.8 days | Met |
| ELL963-100633 | 25 Jun 2026 | Service Request | Leaver process User admin · SE · Branch | P3 | Resolved | 0.86 hr | 1.4 days | Met |
| ELL963-100632 | 25 Jun 2026 | Service Request | Backup capacity review Backup · TAG · Remote | P3 | Closed | 1.27 hr | 2.3 days | Met |
| ELL963-100631 | 24 Jun 2026 | Service Request | Database timeout Line of business app · KB · Remote | P3 | Resolved | 1.01 hr | 1.5 days | Met |
| ELL963-100630 | 23 Jun 2026 | Incident | Toner replacement Printing · ML · Site 2 | P3 | Resolved | 7.05 hr | 6.8 hr | Met |
| ELL963-100629 | 22 Jun 2026 | Service Request | Docking station not detected Hardware · AB · Site 2 | P3 | Closed | 7.66 hr | 1.8 days | Met |
| ELL963-100628 | 22 Jun 2026 | Change · excluded | Licence renewal Line of business app · AB · Site 2 | P3 | Closed | — | — | n/a |
| ELL963-100627 | 19 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Resolved | 0.92 hr | 1.9 days | Met |
| ELL963-100626 | 19 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 0.63 hr | 1.1 days | Met |
| ELL963-100625 | 18 Jun 2026 | Project · excluded | Printer offline Printing · AB · Site 2 | P3 | Resolved | — | — | n/a |
| ELL963-100624 | 18 Jun 2026 | Service Request | Permission change User admin · AB · Head Office | P2 | Resolved | 26.74 hr | 1.1 days | Missed |
| ELL963-100623 | 17 Jun 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 0.98 hr | 20.4 hr | Met |
| ELL963-100622 | 17 Jun 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · ML · Remote | P2 | Resolved | — | — | n/a |
| ELL963-100621 | 16 Jun 2026 | Incident · excluded | Scan to email failing Printing · BK · Head Office | P4 | Closed | — | — | n/a |
| ELL963-100620 | 15 Jun 2026 | Service Request | Handset registration Telephony · AB · Branch | P3 | Closed | 1.92 hr | 1.7 days | Met |
| ELL963-100619 | 15 Jun 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Closed | 5.20 hr | 2.0 days | Met |
| ELL963-100618 | 12 Jun 2026 | Change | Retention change Backup · ML · Head Office | P3 | Resolved | 40.94 hr | 3.0 hr | Missed |
| ELL963-100617 | 11 Jun 2026 | Incident | Site offline Network · KB · Branch | P4 | Resolved | 0.20 hr | 1.7 days | Met |
| ELL963-100616 | 11 Jun 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 2.66 hr | 9.3 hr | Met |
| ELL963-100615 | 10 Jun 2026 | Change · excluded | Toner replacement Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| ELL963-100614 | 09 Jun 2026 | Incident | Restore request Backup · AB · Head Office | P4 | Closed | 0.22 hr | 1.5 days | Met |
| ELL963-100613 | 08 Jun 2026 | Incident | Permission change User admin · ML · Remote | P4 | Closed | 4.11 hr | 7.7 hr | Met |
| ELL963-100612 | 08 Jun 2026 | Change | Suspicious sign-in review Security · SE · Remote | P2 | Closed | 0.16 hr | 3.7 hr | Met |
| ELL963-100611 | 07 Jun 2026 | Service Request | Printer offline Printing · AB · Remote | P3 | Closed | 3.21 hr | 1.0 days | Met |
| ELL963-100610 | 07 Jun 2026 | Incident | Backup capacity review Backup · ML · Head Office | P2 | Closed | 1.28 hr | 22.2 hr | Met |
| ELL963-100609 | 05 Jun 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P4 | Closed | 0.88 hr | 2.1 days | Met |
| ELL963-100608 | 04 Jun 2026 | Incident | Name change request User admin · BK · Head Office | P4 | Resolved | 10.02 hr | 12.3 hr | Missed |
| ELL963-100607 | 04 Jun 2026 | Project · excluded | Licence renewal Line of business app · AB · Remote | P4 | Resolved | — | — | n/a |
| ELL963-100606 | 03 Jun 2026 | Service Request | Message quarantined Email · SE · Remote | P3 | Closed | 0.11 hr | 18.4 hr | Met |
| ELL963-100605 | 02 Jun 2026 | Service Request | New extension setup Telephony · SE · Head Office | P4 | Closed | 15.29 hr | 2.5 days | Missed |
| ELL963-100604 | 01 Jun 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Resolved | 1.07 hr | 20.7 hr | Met |
| ELL963-100603 | 30 May 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 0.75 hr | 12.2 hr | Met |
| ELL963-100602 | 29 May 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P3 | Resolved | 8.74 hr | 16.1 hr | Missed |
| ELL963-100601 | 28 May 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P2 | Closed | 43.16 hr | 1.6 days | Missed |
| ELL963-100600 | 27 May 2026 | Incident | Name change request User admin · SE · Site 2 | P3 | Closed | 0.59 hr | 2.5 hr | Met |
| ELL963-100599 | 27 May 2026 | Incident | New printer driver rollout Printing · ML · Branch | P3 | Resolved | 2.81 hr | 0.5 hr | Met |
| ELL963-100598 | 26 May 2026 | Quote · excluded | Backup capacity review Backup · SE · Remote | P4 | Closed | — | — | n/a |
| ELL963-100597 | 26 May 2026 | Service Request | Slow VPN Network · SE · Head Office | P4 | Closed | 0.73 hr | 9.4 hr | Met |
| ELL963-100596 | 25 May 2026 | Planned Install · excluded | New starter setup User admin · AB · Head Office | P1 | Resolved | — | — | n/a |
| ELL963-100595 | 24 May 2026 | Incident | Endpoint alert investigation Security · BK · Site 2 | P4 | Resolved | 0.24 hr | 1.9 days | Met |
| ELL963-100594 | 24 May 2026 | Incident | New extension setup Telephony · KB · Head Office | P3 | Resolved | 0.47 hr | 5.4 hr | Met |
| ELL963-100593 | 22 May 2026 | Change | Switch port fault Network · ML · Remote | P4 | Closed | 0.58 hr | 11.7 hr | Met |
| ELL963-100592 | 21 May 2026 | Quote · excluded | Report not generating Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| ELL963-100591 | 20 May 2026 | Incident · excluded | Phishing report triage Security · TAG · Remote | P3 | Closed | — | — | n/a |
| ELL963-100590 | 20 May 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 1.15 hr | 2.3 hr | Met |
| ELL963-100589 | 18 May 2026 | Service Request · excluded | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | — | — | n/a |
| ELL963-100588 | 18 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Closed | 1.33 hr | 5.2 hr | Met |
| ELL963-100587 | 15 May 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 0.72 hr | 1.6 days | Met |
| ELL963-100586 | 14 May 2026 | Service Request | Message quarantined Email · KB · Remote | P3 | Resolved | 1.04 hr | 2.3 days | Met |
| ELL963-100585 | 14 May 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P2 | Resolved | 0.20 hr | 17.3 hr | Met |
| ELL963-100584 | 13 May 2026 | Service Request | Application crash on launch Line of business app · ML · Remote | P2 | Resolved | 10.01 hr | 1.2 days | Missed |
| ELL963-100583 | 13 May 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | — | — | n/a |
| ELL963-100582 | 12 May 2026 | Project · excluded | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Resolved | — | — | n/a |
| ELL963-100581 | 11 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| ELL963-100580 | 11 May 2026 | Project · excluded | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| ELL963-100579 | 08 May 2026 | Incident | Retention change Backup · BK · Remote | P3 | Resolved | 0.44 hr | 2.1 days | Met |
| ELL963-100578 | 07 May 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Closed | 4.05 hr | 4.6 hr | Met |
| ELL963-100577 | 06 May 2026 | Project · excluded | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| ELL963-100576 | 06 May 2026 | Change | Call quality issue Telephony · BK · Head Office | P3 | Closed | 0.77 hr | 1.9 days | Met |
| ELL963-100575 | 05 May 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 1.21 hr | 1.4 days | Met |
| ELL963-100574 | 02 May 2026 | Incident | Suspicious sign-in review Security · KB · Remote | P3 | Closed | 5.38 hr | 1.9 days | Met |
| ELL963-100573 | 02 May 2026 | Incident · excluded | Spoofed email reported Email · KB · Remote | P3 | Closed | — | — | n/a |
| ELL963-100572 | 01 May 2026 | Service Request | Slow VPN Network · SE · Head Office | P3 | Closed | 1.26 hr | 1.1 days | Met |
| ELL963-100571 | 30 Apr 2026 | Incident · excluded | Mailbox delegation Email · SE · Remote | P3 | Resolved | — | — | n/a |
| ELL963-100570 | 30 Apr 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| ELL963-100569 | 29 Apr 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Resolved | 3.38 hr | 15.4 hr | Met |
| ELL963-100568 | 28 Apr 2026 | Change | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | 1.29 hr | 1.2 days | Met |
| ELL963-100567 | 28 Apr 2026 | Planned Install · excluded | Mailbox delegation Email · TAG · Remote | P2 | Resolved | — | — | n/a |
| ELL963-100566 | 27 Apr 2026 | Service Request | Toner replacement Printing · KB · Site 2 | P3 | Resolved | 0.67 hr | 1.8 days | Met |
| ELL963-100565 | 27 Apr 2026 | Incident · excluded | Mailbox delegation Email · AB · Head Office | P4 | Closed | — | — | n/a |
| ELL963-100564 | 24 Apr 2026 | Service Request | Printer offline Printing · AB · Branch | P3 | Resolved | 10.45 hr | 1.5 days | Missed |
| ELL963-100563 | 23 Apr 2026 | Service Request | Restore request Backup · AB · Head Office | P4 | Closed | 0.15 hr | 0.9 hr | Met |
| ELL963-100562 | 22 Apr 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P2 | Resolved | 5.76 hr | 1.7 days | Met |
| ELL963-100561 | 21 Apr 2026 | Incident | Site offline Network · AB · Site 2 | P3 | Closed | 0.23 hr | 2.0 days | Met |
| ELL963-100560 | 20 Apr 2026 | Service Request | Toner replacement Printing · SE · Branch | P3 | Resolved | 0.13 hr | 6.3 hr | Met |
| ELL963-100559 | 17 Apr 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P4 | Closed | 18.58 hr | 22.3 hr | Missed |
| ELL963-100558 | 17 Apr 2026 | Planned Install · excluded | Database timeout Line of business app · AB · Site 2 | P3 | Resolved | — | — | n/a |
| ELL963-100557 | 16 Apr 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 0.26 hr | 2.2 days | Met |
| ELL963-100556 | 15 Apr 2026 | Service Request | Message quarantined Email · SE · Head Office | P4 | Closed | 1.45 hr | 1.7 days | Met |
| ELL963-100555 | 15 Apr 2026 | Incident | Name change request User admin · BK · Remote | P3 | Closed | 1.15 hr | 1.7 days | Met |
| ELL963-100554 | 14 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Remote | P4 | Closed | 4.98 hr | 18.5 hr | Met |
| ELL963-100553 | 13 Apr 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P3 | Closed | 1.36 hr | 1.0 days | Met |
| ELL963-100552 | 10 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.18 hr | 7.5 hr | Met |
| ELL963-100551 | 09 Apr 2026 | Incident | Name change request User admin · SE · Head Office | P4 | Resolved | 0.45 hr | 1.0 days | Met |
| ELL963-100550 | 08 Apr 2026 | Incident | Distribution list change Email · TAG · Head Office | P4 | Resolved | 0.67 hr | 2.0 days | Met |
| ELL963-100549 | 08 Apr 2026 | Change | Report not generating Line of business app · AB · Head Office | P3 | Closed | 0.57 hr | 12.0 hr | Met |
| ELL963-100548 | 06 Apr 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Resolved | 4.31 hr | 9.6 hr | Met |
| ELL963-100547 | 06 Apr 2026 | Incident · excluded | Licence renewal Line of business app · ML · Branch | P3 | Resolved | — | — | n/a |
| ELL963-100546 | 03 Apr 2026 | Change | Phishing report triage Security · SE · Branch | P4 | Closed | 4.75 hr | 22.1 hr | Met |
| ELL963-100545 | 02 Apr 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P4 | Resolved | — | — | n/a |
| ELL963-100544 | 01 Apr 2026 | Incident | Distribution list change Email · ML · Head Office | P3 | Closed | 7.05 hr | 19.6 hr | Met |
| ELL963-100543 | 01 Apr 2026 | Incident | Application crash on launch Line of business app · ML · Remote | P3 | Closed | 1.50 hr | 2.4 days | Met |
| ELL963-100542 | 31 Mar 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Resolved | 11.60 hr | 2.1 days | Missed |
| ELL963-100541 | 30 Mar 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Remote | P4 | Resolved | 0.78 hr | 1.8 days | Met |
| ELL963-100540 | 27 Mar 2026 | Service Request | Licence renewal Line of business app · TAG · Branch | P1 | Closed | 6.65 hr | 5.7 hr | Met |
| ELL963-100539 | 27 Mar 2026 | Incident | New extension setup Telephony · AB · Branch | P3 | Closed | 1.30 hr | 11.1 hr | Met |
| ELL963-100538 | 25 Mar 2026 | Change | Suspicious sign-in review Security · SE · Head Office | P2 | Closed | 5.11 hr | 22.5 hr | Met |
| ELL963-100537 | 24 Mar 2026 | Planned Install · excluded | Leaver process User admin · ML · Site 2 | P3 | Closed | — | — | n/a |
| ELL963-100536 | 23 Mar 2026 | Service Request | Docking station not detected Hardware · TAG · Branch | P3 | Closed | 1.47 hr | 2.0 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.