SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 202 records in this selection sit outside that — quotes, projects and planned installs, plus 81 calls billed time and materials. They stay visible for volume context.
Service performance
523 eligible records in this yearAverage first response
4.8 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.0%
56 call(s) over the 8-hour target
First-time fix
70.0%
Where the source records the field
Volume
Contract calls
523
725 calls logged in the period
Off contract
81
£25,476 chargeable
Open / closed
28 / 697
Across the selected period
Data-quality gaps
14
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
523
records
- Line of business app65
- Network61
- Microsoft 36559
- Telephony57
- Hardware56
- Security55
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 523 | 4.79 hr | 89.0% | 56 | 202 |
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 | 77 | 2.72 hr | 95% | 4 |
| Anne-Marie Cable | 57 | 6.50 hr | 86% | 8 |
| Kelly Gregory | 56 | 3.41 hr | 87% | 7 |
| Stacey Thomas | 51 | 6.43 hr | 90% | 5 |
| (Not recorded) | 47 | 3.71 hr | 91% | 4 |
| Barry Ebbs | 40 | 7.44 hr | 85% | 6 |
| Damian Armstrong | 35 | 3.39 hr | 91% | 3 |
| Daniel Blacker | 35 | 3.68 hr | 91% | 3 |
| Julie Herbert | 30 | 3.84 hr | 86% | 4 |
| Chloe Dempsey | 29 | 6.47 hr | 89% | 3 |
| Rachael Parkin | 26 | 3.31 hr | 81% | 5 |
| Phil Jenkins | 21 | 9.26 hr | 90% | 2 |
56 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 132.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309863 | Phil Jenkins | Apple iPhone 12 | 2026-01-19 13:04 | 139.98 hr | +132.0 | ML | Application crash on launch |
| 310537 | Chloe Dempsey | Apple MacBook Air M2 | 2026-08-25 12:19 | 102.00 hr | +94.0 | SE | OneDrive sync conflict |
| 310357 | Barry Ebbs | Samsung Galaxy A54 | 2026-06-26 11:25 | 98.32 hr | +90.3 | KB | SharePoint permission request |
| 309969 | Stacey Thomas | Apple MacBook Pro 14 | 2026-02-21 09:12 | 95.06 hr | +87.1 | SE | Wi-Fi dropouts in warehouse |
| 309896 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-01-28 09:57 | 85.69 hr | +77.7 | AB | Mailbox delegation |
| 310027 | Stacey Thomas | HP EliteBook 840 G9 | 2026-03-09 12:01 | 81.88 hr | +73.9 | ML | Licence renewal |
| 309996 | Anne-Marie Cable | Apple iPhone 14 | 2026-02-27 08:01 | 46.60 hr | +38.6 | ML | Switch port fault |
| 309870 | (Not recorded) | Apple MacBook Air M2 | 2026-01-20 12:29 | 46.48 hr | +38.5 | KB | Backup job failed |
| 309909 | Barry Ebbs | Aruba AP-515 | 2026-02-02 16:16 | 45.07 hr | +37.1 | BK | MFA reset |
| 309929 | Aiden Higgins | HPE ProLiant DL380 Gen10 | 2026-02-06 14:15 | 43.53 hr | +35.5 | BK | Message quarantined |
| 310473 | Damian Armstrong | Samsung Galaxy A54 | 2026-08-03 10:17 | 40.10 hr | +32.1 | AB | Database timeout |
| 310259 | Kelly Gregory | Dell Latitude 5440 | 2026-05-27 12:58 | 38.71 hr | +30.7 | ML | Suspicious sign-in review |
| 310145 | Stacey Thomas | Dell Latitude E7470 | 2026-04-20 08:28 | 37.97 hr | +30.0 | TAG | Replacement keyboard |
| 309939 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-02-10 09:11 | 37.00 hr | +29.0 | TAG | Toner replacement |
| 310453 | Barry Ebbs | Apple iPhone 14 | 2026-07-28 09:54 | 35.07 hr | +27.1 | BK | MFA reset |
| 309973 | Daniel Blacker | Aruba AP-515 | 2026-02-21 12:39 | 31.82 hr | +23.8 | KB | Distribution list change |
| 310063 | Barry Ebbs | Samsung Galaxy A54 | 2026-03-23 12:28 | 31.66 hr | +23.7 | SE | Call quality issue |
| 309839 | Stacey Thomas | Dell Latitude 5440 | 2026-01-08 13:20 | 31.47 hr | +23.5 | SE | Message quarantined |
| 310404 | Aiden Higgins | Samsung Galaxy S23 | 2026-07-14 09:47 | 31.36 hr | +23.4 | BK | MFA reset |
| 310201 | Daniel Blacker | Lenovo ThinkCentre M70q | 2026-05-07 08:10 | 30.52 hr | +22.5 | AB | New extension setup |
| 309976 | Julie Herbert | HP EliteBook 840 G9 | 2026-02-23 16:49 | 29.62 hr | +21.6 | ML | New printer driver rollout |
| 310009 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-03-04 10:44 | 29.12 hr | +21.1 | ML | Slow VPN |
| 310334 | Karen Taylor | Samsung Galaxy A54 | 2026-06-19 12:53 | 27.83 hr | +19.8 | TAG | Replacement keyboard |
| 309952 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-02-13 10:17 | 26.42 hr | +18.4 | TAG | Backup capacity review |
| 310185 | Chloe Dempsey | Dell Latitude 5440 | 2026-05-01 13:40 | 23.79 hr | +15.8 | KB | Retention change |
| 310172 | (Not recorded) | Dell OptiPlex 3050 | 2026-04-28 11:02 | 22.65 hr | +14.7 | SE | Site offline |
| 310338 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-06-19 17:51 | 21.87 hr | +13.9 | KB | Report not generating |
| 310265 | Kelly Gregory | HP ProDesk 400 G7 | 2026-05-28 09:23 | 18.76 hr | +10.8 | TAG | Slow VPN |
| 310311 | Rachael Parkin | Samsung Galaxy A54 | 2026-06-14 10:11 | 16.18 hr | +8.2 | TAG | Voicemail not delivering |
| 310491 | Kelly Gregory | HP ProBook 450 G6 | 2026-08-11 15:53 | 13.80 hr | +5.8 | SE | Site offline |
| 310443 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-07-27 08:11 | 13.20 hr | +5.2 | BK | Switch port fault |
| 310225 | Damian Armstrong | Apple MacBook Air M2 | 2026-05-14 11:39 | 12.38 hr | +4.4 | ML | Spoofed email reported |
| 310066 | (Not recorded) | Apple iPhone 12 | 2026-03-24 16:38 | 11.90 hr | +3.9 | BK | Call quality issue |
| 310356 | Barry Ebbs | HP ProBook 450 G6 | 2026-06-26 15:37 | 11.57 hr | +3.6 | BK | Teams sign-in loop |
| 310342 | Rachael Parkin | Apple iPhone 12 | 2026-06-23 12:22 | 11.17 hr | +3.2 | SE | Toner replacement |
| 310108 | Daniel Blacker | Samsung Galaxy S23 | 2026-04-06 11:54 | 11.10 hr | +3.1 | BK | Docking station not detected |
| 309847 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-01-12 10:02 | 10.88 hr | +2.9 | AB | Name change request |
| 309947 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-02-12 13:11 | 10.78 hr | +2.8 | SE | Call quality issue |
| 309825 | Kelly Gregory | HP EliteBook 840 G9 | 2026-01-05 16:53 | 10.68 hr | +2.7 | AB | Suspicious sign-in review |
| 309966 | Rachael Parkin | Aruba AP-515 | 2026-02-20 15:55 | 10.59 hr | +2.6 | AB | Application crash on launch |
| 310255 | Julie Herbert | Lenovo ThinkPad T14 | 2026-05-22 10:41 | 10.51 hr | +2.5 | SE | New extension setup |
| 310465 | Rachael Parkin | Apple MacBook Air M2 | 2026-07-31 10:25 | 10.50 hr | +2.5 | AB | Retention change |
| 310323 | (Not recorded) | Samsung Galaxy A54 | 2026-06-16 11:30 | 10.34 hr | +2.3 | TAG | Outlook not syncing |
| 310508 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-08-17 13:30 | 10.24 hr | +2.2 | SE | New printer driver rollout |
| 310245 | Karen Taylor | HP EliteBook 840 G9 | 2026-05-20 09:58 | 10.19 hr | +2.2 | ML | Backup job failed |
| 309941 | Chloe Dempsey | Apple iPhone 12 | 2026-02-11 11:25 | 9.98 hr | +2.0 | BK | Laptop will not boot |
| 309985 | Rachael Parkin | Dell Latitude 5440 | 2026-02-25 09:32 | 9.91 hr | +1.9 | BK | New extension setup |
| 309974 | Kelly Gregory | Samsung Galaxy S23 | 2026-02-23 11:00 | 9.60 hr | +1.6 | BK | Outlook not syncing |
| 309979 | Karen Taylor | WatchGuard T35 | 2026-02-24 14:29 | 9.45 hr | +1.4 | ML | Report not generating |
| 310352 | Kelly Gregory | Samsung Galaxy S23 | 2026-06-26 09:00 | 9.40 hr | +1.4 | BK | Slow VPN |
| 310360 | Julie Herbert | Dell Latitude E7470 | 2026-06-30 14:28 | 9.28 hr | +1.3 | KB | Permission change |
| 310177 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-04-29 13:35 | 8.82 hr | +0.8 | BK | Leaver process |
| 310197 | Kelly Gregory | Apple MacBook Pro 14 | 2026-05-04 16:15 | 8.78 hr | +0.8 | KB | Suspicious sign-in review |
| 310013 | Julie Herbert | Dell Latitude 7420 | 2026-03-05 09:42 | 8.71 hr | +0.7 | TAG | Voicemail not delivering |
| 310242 | Barry Ebbs | Dell OptiPlex 3050 | 2026-05-20 14:15 | 8.36 hr | +0.4 | TAG | Database timeout |
| 310002 | Karen Taylor | Samsung Galaxy S23 | 2026-03-02 15:51 | 8.19 hr | +0.2 | SE | OneDrive sync conflict |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 22 | 05 Jan 2026 – 14 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 18 | 06 Jan 2026 – 24 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 16 | 15 Jan 2026 – 21 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 15 | 07 Jan 2026 – 25 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 14 | 14 Jan 2026 – 25 Aug 2026 |
| Karen Taylor | Line of business app | 13 | 05 Jan 2026 – 19 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 13 | 14 Jan 2026 – 01 Aug 2026 |
| Daniel Blacker | Email / Microsoft 365 | 10 | 13 Jan 2026 – 01 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Email / Microsoft 365 | 11 | 28 Jan 2026 – 01 Aug 2026 |
| Samsung Galaxy A54 | Hardware | 11 | 06 Feb 2026 – 10 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 11 | 12 Feb 2026 – 25 Aug 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 10 | 07 Jan 2026 – 15 Aug 2026 |
| Apple iPhone 14 | Monitoring / server / security | 10 | 12 Jan 2026 – 06 Aug 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 10 | 22 Jan 2026 – 30 Jun 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 9 | 05 Jan 2026 – 24 Aug 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 9 | 02 Mar 2026 – 11 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
725 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ELM344-102327 | 25 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P1 | In Progress | — | — | n/a |
| ELM344-102326 | 25 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Closed | 2.45 hr | 0.6 hr | Met |
| ELM344-102325 | 25 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 5.13 hr | 1.0 days | Met |
| ELM344-102324 | 25 Aug 2026 | Change | Application crash on launch Line of business app · BK · Site 2 | P3 | Resolved | 1.85 hr | 7.0 hr | Met |
| ELM344-102323 | 25 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P4 | Resolved | 102.00 hr | 1.5 days | Missed |
| ELM344-102322 | 25 Aug 2026 | Service Request | Restore request Backup · KB · Site 2 | P4 | Closed | 1.71 hr | 1.9 days | Met |
| ELM344-102321 | 25 Aug 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 1.40 hr | 2.4 days | Met |
| ELM344-102320 | 24 Aug 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P2 | Open | — | — | n/a |
| ELM344-102319 | 24 Aug 2026 | Project · excluded | New printer driver rollout Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| ELM344-102318 | 24 Aug 2026 | Change | Site offline Network · AB · Remote | P3 | In Progress | — | — | n/a |
| ELM344-102317 | 24 Aug 2026 | Service Request | Retention change Backup · KB · Branch | P3 | Open | — | — | n/a |
| ELM344-102316 | 24 Aug 2026 | Service Request | Permission change User admin · ML · Head Office | P3 | Resolved | 1.85 hr | 2.3 days | Met |
| ELM344-102315 | 24 Aug 2026 | Incident | Backup job failed Backup · KB · Remote | P3 | Resolved | 1.12 hr | 1.5 days | Met |
| ELM344-102314 | 24 Aug 2026 | Incident | Site offline Network · AB · Remote | P3 | Open | — | — | n/a |
| ELM344-102313 | 21 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Resolved | 0.46 hr | 9.1 hr | Met |
| ELM344-102312 | 21 Aug 2026 | Service Request | Message quarantined Email · BK · Head Office | P4 | Closed | 0.97 hr | 1.6 days | Met |
| ELM344-102311 | 21 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Resolved | 0.57 hr | 1.6 days | Met |
| ELM344-102310 | 21 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Remote | P4 | Open | — | — | n/a |
| ELM344-102309 | 21 Aug 2026 | Incident | New extension setup Telephony · AB · Remote | P3 | Resolved | 1.16 hr | 7.9 hr | Met |
| ELM344-102308 | 20 Aug 2026 | Service Request | Message quarantined Email · TAG · Head Office | P4 | Closed | 2.90 hr | 2.3 days | Met |
| ELM344-102307 | 20 Aug 2026 | Service Request | Printer offline Printing · KB · Branch | P2 | Closed | 0.52 hr | 18.5 hr | Met |
| ELM344-102306 | 20 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P1 | Open | — | — | n/a |
| ELM344-102305 | 19 Aug 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Resolved | 0.63 hr | 1.7 days | Met |
| ELM344-102304 | 19 Aug 2026 | Quote · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ELM344-102303 | 19 Aug 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 1.34 hr | 1.8 hr | Met |
| ELM344-102302 | 19 Aug 2026 | Service Request | Call quality issue Telephony · AB · Branch | P3 | Resolved | 1.24 hr | 1.7 days | Met |
| ELM344-102301 | 18 Aug 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | 1.05 hr | 2.2 days | Met |
| ELM344-102300 | 18 Aug 2026 | Incident · excluded | Call quality issue Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| ELM344-102299 | 17 Aug 2026 | Service Request | New starter setup User admin · BK · Head Office | P4 | Closed | 1.07 hr | 23.9 hr | Met |
| ELM344-102298 | 17 Aug 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P3 | In Progress | — | — | n/a |
| ELM344-102297 | 17 Aug 2026 | Incident | MFA reset Security · AB · Remote | P3 | Resolved | 0.38 hr | 1.9 days | Met |
| ELM344-102296 | 17 Aug 2026 | Incident · excluded | Printer offline Printing · SE · Head Office | P4 | Resolved | — | — | n/a |
| ELM344-102295 | 17 Aug 2026 | Service Request | Restore request Backup · TAG · Head Office | P3 | Closed | 4.82 hr | 1.7 days | Met |
| ELM344-102294 | 17 Aug 2026 | Incident | New printer driver rollout Printing · SE · Remote | P4 | Resolved | 10.24 hr | 1.9 hr | Missed |
| ELM344-102293 | 15 Aug 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Closed | 0.69 hr | 20.6 hr | Met |
| ELM344-102292 | 15 Aug 2026 | Incident | Spoofed email reported Email · TAG · Branch | P3 | Resolved | 1.45 hr | 18.7 hr | Met |
| ELM344-102291 | 15 Aug 2026 | Incident | New extension setup Telephony · SE · Head Office | P2 | Closed | 0.92 hr | 7.7 hr | Met |
| ELM344-102290 | 14 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | 0.69 hr | 1.8 days | Met |
| ELM344-102289 | 14 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 0.57 hr | 2.0 days | Met |
| ELM344-102288 | 14 Aug 2026 | Quote · excluded | New printer driver rollout Printing · BK · Site 2 | P4 | Open | — | — | n/a |
| ELM344-102287 | 14 Aug 2026 | Planned Install · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Open | — | — | n/a |
| ELM344-102286 | 14 Aug 2026 | Service Request | Database timeout Line of business app · AB · Site 2 | P4 | Closed | 2.73 hr | 1.0 hr | Met |
| ELM344-102285 | 13 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P4 | Resolved | 1.01 hr | 1.1 days | Met |
| ELM344-102284 | 12 Aug 2026 | Planned Install · excluded | Laptop will not boot Hardware · ML · Head Office | P3 | Open | — | — | n/a |
| ELM344-102283 | 11 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P2 | Resolved | 1.01 hr | 1.9 days | Met |
| ELM344-102282 | 11 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Site 2 | P4 | Closed | 3.09 hr | 1.4 days | Met |
| ELM344-102281 | 11 Aug 2026 | Project · excluded | Leaver process User admin · KB · Head Office | P3 | In Progress | — | — | n/a |
| ELM344-102280 | 11 Aug 2026 | Change · excluded | Spoofed email reported Email · TAG · Head Office | P2 | Closed | — | — | n/a |
| ELM344-102279 | 11 Aug 2026 | Incident | Replacement keyboard Hardware · TAG · Branch | P2 | Resolved | 1.21 hr | 17.0 hr | Met |
| ELM344-102278 | 11 Aug 2026 | Incident · excluded | Backup job failed Backup · AB · Remote | P4 | Closed | — | — | n/a |
| ELM344-102277 | 11 Aug 2026 | Service Request | Site offline Network · SE · Head Office | P3 | Resolved | 13.80 hr | 2.0 days | Missed |
| ELM344-102276 | 10 Aug 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P2 | Resolved | 1.28 hr | 2.3 days | Met |
| ELM344-102275 | 07 Aug 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 1.03 hr | 1.4 days | Met |
| ELM344-102274 | 07 Aug 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P4 | Resolved | 0.42 hr | 2.1 days | Met |
| ELM344-102273 | 06 Aug 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 0.77 hr | 1.0 days | Met |
| ELM344-102272 | 06 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Branch | P4 | Closed | 1.50 hr | 23.2 hr | Met |
| ELM344-102271 | 06 Aug 2026 | Change | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 1.29 hr | 1.9 days | Met |
| ELM344-102270 | 06 Aug 2026 | Planned Install · excluded | Site offline Network · ML · Site 2 | P2 | Open | — | — | n/a |
| ELM344-102269 | 06 Aug 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 1.31 hr | 2.5 days | Met |
| ELM344-102268 | 06 Aug 2026 | Incident | Licence renewal Line of business app · AB · Site 2 | P3 | Resolved | 3.25 hr | 2.3 days | Met |
| ELM344-102267 | 06 Aug 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Closed | 1.30 hr | 1.8 days | Met |
| ELM344-102266 | 05 Aug 2026 | Incident | New starter setup User admin · KB · Head Office | P4 | Closed | 1.25 hr | 1.9 days | Met |
| ELM344-102265 | 05 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Branch | P3 | In Progress | — | — | n/a |
| ELM344-102264 | 04 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | 0.23 hr | 1.8 days | Met |
| ELM344-102263 | 04 Aug 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Resolved | 0.17 hr | 1.1 days | Met |
| ELM344-102262 | 03 Aug 2026 | Incident · excluded | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | — | — | n/a |
| ELM344-102261 | 03 Aug 2026 | Incident · excluded | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| ELM344-102260 | 03 Aug 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P2 | Resolved | 1.06 hr | 1.1 days | Met |
| ELM344-102259 | 03 Aug 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P3 | Closed | 40.10 hr | 12.5 hr | Missed |
| ELM344-102258 | 01 Aug 2026 | Change | Spoofed email reported Email · SE · Head Office | P3 | Resolved | 0.91 hr | 0.6 hr | Met |
| ELM344-102257 | 01 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Branch | P4 | Resolved | 1.47 hr | 2.5 days | Met |
| ELM344-102256 | 01 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Branch | P3 | Resolved | 0.66 hr | 2.4 days | Met |
| ELM344-102255 | 01 Aug 2026 | Incident | New starter setup User admin · TAG · Remote | P4 | Resolved | 3.18 hr | 2.4 days | Met |
| ELM344-102254 | 01 Aug 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · KB · Remote | P2 | Closed | — | — | n/a |
| ELM344-102253 | 01 Aug 2026 | Incident | Leaver process User admin · BK · Remote | P3 | Resolved | 0.48 hr | 2.5 days | Met |
| ELM344-102252 | 01 Aug 2026 | Quote · excluded | Site offline Network · BK · Head Office | P2 | Open | — | — | n/a |
| ELM344-102251 | 31 Jul 2026 | Service Request | Retention change Backup · AB · Remote | P3 | Closed | 10.50 hr | 7.2 hr | Missed |
| ELM344-102250 | 31 Jul 2026 | Quote · excluded | Leaver process User admin · ML · Site 2 | P3 | Open | — | — | n/a |
| ELM344-102249 | 31 Jul 2026 | Incident | Distribution list change Email · AB · Head Office | P4 | Resolved | 0.35 hr | 1.6 days | Met |
| ELM344-102248 | 31 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Remote | P3 | Resolved | — | — | n/a |
| ELM344-102247 | 31 Jul 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 0.93 hr | 1.6 days | Met |
| ELM344-102246 | 30 Jul 2026 | Incident | Backup capacity review Backup · AB · Remote | P3 | Closed | 0.73 hr | 2.4 days | Met |
| ELM344-102245 | 30 Jul 2026 | Incident | Scan to email failing Printing · AB · Remote | P3 | Resolved | 4.39 hr | 1.3 days | Met |
| ELM344-102244 | 30 Jul 2026 | Service Request | Retention change Backup · KB · Head Office | P4 | Closed | 1.43 hr | 1.6 days | Met |
| ELM344-102243 | 30 Jul 2026 | Quote · excluded | Restore request Backup · KB · Head Office | P3 | In Progress | — | — | n/a |
| ELM344-102242 | 29 Jul 2026 | Incident | MFA reset Security · SE · Remote | P3 | Closed | 0.74 hr | 1.4 days | Met |
| ELM344-102241 | 29 Jul 2026 | Change | Phishing report triage Security · ML · Head Office | P3 | Closed | 1.30 hr | 1.9 days | Met |
| ELM344-102240 | 29 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 0.22 hr | 1.0 days | Met |
| ELM344-102239 | 28 Jul 2026 | Incident | MFA reset Security · BK · Remote | P3 | Closed | 35.07 hr | 1.6 days | Missed |
| ELM344-102238 | 28 Jul 2026 | Service Request · excluded | Distribution list change Email · ML · Head Office | P4 | Closed | — | — | n/a |
| ELM344-102237 | 28 Jul 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 4.06 hr | 1.1 days | Met |
| ELM344-102236 | 28 Jul 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P4 | Closed | 6.72 hr | 5.6 hr | Met |
| ELM344-102235 | 28 Jul 2026 | Service Request | Mailbox delegation Email · KB · Branch | P2 | Closed | 2.95 hr | 5.7 hr | Met |
| ELM344-102234 | 28 Jul 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P2 | Resolved | 0.97 hr | 1.6 days | Met |
| ELM344-102233 | 28 Jul 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P3 | Closed | 0.92 hr | 2.3 days | Met |
| ELM344-102232 | 27 Jul 2026 | Incident | New extension setup Telephony · TAG · Head Office | P2 | Closed | 5.33 hr | 2.4 days | Met |
| ELM344-102231 | 27 Jul 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Closed | — | — | n/a |
| ELM344-102230 | 27 Jul 2026 | Service Request | Permission change User admin · AB · Head Office | P3 | Resolved | 4.11 hr | 2.0 days | Met |
| ELM344-102229 | 27 Jul 2026 | Change | Switch port fault Network · BK · Remote | P3 | Closed | 13.20 hr | 1.1 days | Missed |
| ELM344-102228 | 27 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 2.75 hr | 19.3 hr | Met |
| ELM344-102227 | 24 Jul 2026 | Service Request · excluded | New starter setup User admin · SE · Remote | P4 | Closed | — | — | n/a |
| ELM344-102226 | 23 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Remote | P3 | Resolved | 0.40 hr | 19.1 hr | Met |
| ELM344-102225 | 23 Jul 2026 | Change · excluded | Spoofed email reported Email · BK · Remote | P3 | Resolved | — | — | n/a |
| ELM344-102224 | 23 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P2 | Closed | 0.77 hr | 1.6 days | Met |
| ELM344-102223 | 23 Jul 2026 | Quote · excluded | Printer offline Printing · TAG · Remote | P3 | In Progress | — | — | n/a |
| ELM344-102222 | 23 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P1 | Closed | 1.22 hr | 4.4 hr | Met |
| ELM344-102221 | 22 Jul 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Closed | 0.30 hr | 1.0 days | Met |
| ELM344-102220 | 22 Jul 2026 | Change | Screen flickering Hardware · ML · Head Office | P4 | Resolved | 0.95 hr | 1.3 days | Met |
| ELM344-102219 | 22 Jul 2026 | Incident | New printer driver rollout Printing · KB · Remote | P4 | Resolved | 1.46 hr | 2.3 days | Met |
| ELM344-102218 | 22 Jul 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 0.25 hr | 1.3 days | Met |
| ELM344-102217 | 22 Jul 2026 | Incident · excluded | Backup capacity review Backup · BK · Branch | P1 | Closed | — | — | n/a |
| ELM344-102216 | 22 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P4 | Resolved | 0.68 hr | 23.3 hr | Met |
| ELM344-102215 | 22 Jul 2026 | Planned Install · excluded | Leaver process User admin · AB · Remote | P1 | Open | — | — | n/a |
| ELM344-102214 | 21 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | In Progress | — | — | n/a |
| ELM344-102213 | 21 Jul 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 0.46 hr | 12.3 hr | Met |
| ELM344-102212 | 21 Jul 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P2 | Closed | 1.27 hr | 1.6 hr | Met |
| ELM344-102211 | 20 Jul 2026 | Quote · excluded | Switch port fault Network · KB · Branch | P4 | Open | — | — | n/a |
| ELM344-102210 | 20 Jul 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P1 | Resolved | 5.41 hr | 0.7 hr | Met |
| ELM344-102209 | 20 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Branch | P4 | Closed | 0.75 hr | 2.4 days | Met |
| ELM344-102208 | 20 Jul 2026 | Incident | Restore request Backup · AB · Remote | P2 | Closed | 0.68 hr | 2.3 days | Met |
| ELM344-102207 | 20 Jul 2026 | Quote · excluded | Screen flickering Hardware · BK · Remote | P3 | Open | — | — | n/a |
| ELM344-102206 | 17 Jul 2026 | Change | Backup capacity review Backup · SE · Branch | P3 | Resolved | 1.15 hr | 2.0 days | Met |
| ELM344-102205 | 17 Jul 2026 | Quote · excluded | Site offline Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| ELM344-102204 | 17 Jul 2026 | Project · excluded | Printer offline Printing · KB · Remote | P1 | In Progress | — | — | n/a |
| ELM344-102203 | 17 Jul 2026 | Incident · excluded | MFA reset Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| ELM344-102202 | 16 Jul 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Head Office | P3 | In Progress | — | — | n/a |
| ELM344-102201 | 15 Jul 2026 | Change | Slow VPN Network · AB · Head Office | P2 | Closed | 1.39 hr | 2.1 days | Met |
| ELM344-102200 | 15 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P2 | Resolved | 6.74 hr | 1.0 days | Met |
| ELM344-102199 | 15 Jul 2026 | Change | Name change request User admin · ML · Remote | P3 | Closed | 1.41 hr | 13.6 hr | Met |
| ELM344-102198 | 15 Jul 2026 | Incident | Message quarantined Email · BK · Head Office | P4 | Closed | 2.72 hr | 1.9 days | Met |
| ELM344-102197 | 15 Jul 2026 | Quote · excluded | Printer offline Printing · BK · Remote | P4 | In Progress | — | — | n/a |
| ELM344-102196 | 15 Jul 2026 | Incident | Permission change User admin · KB · Head Office | P2 | Resolved | 6.13 hr | 13.3 hr | Met |
| ELM344-102195 | 14 Jul 2026 | Service Request | New starter setup User admin · SE · Head Office | P2 | Resolved | 5.67 hr | 7.5 hr | Met |
| ELM344-102194 | 14 Jul 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P2 | Closed | 4.32 hr | 2.2 days | Met |
| ELM344-102193 | 14 Jul 2026 | Quote · excluded | Database timeout Line of business app · TAG · Branch | P3 | Open | — | — | n/a |
| ELM344-102192 | 14 Jul 2026 | Incident · excluded | Slow VPN Network · TAG · Remote | P3 | Resolved | — | — | n/a |
| ELM344-102191 | 14 Jul 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 0.97 hr | 2.1 days | Met |
| ELM344-102190 | 14 Jul 2026 | Incident | MFA reset Security · BK · Head Office | P2 | Closed | 31.36 hr | 17.6 hr | Missed |
| ELM344-102189 | 13 Jul 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Open | — | — | n/a |
| ELM344-102188 | 13 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Open | — | — | n/a |
| ELM344-102187 | 10 Jul 2026 | Service Request · excluded | Slow VPN Network · KB · Head Office | P2 | Closed | — | — | n/a |
| ELM344-102186 | 10 Jul 2026 | Incident | Printer offline Printing · KB · Head Office | P4 | Closed | 2.23 hr | 13.5 hr | Met |
| ELM344-102185 | 09 Jul 2026 | Incident | Backup job failed Backup · KB · Head Office | P4 | Closed | 1.19 hr | 1.7 days | Met |
| ELM344-102184 | 09 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Closed | 1.15 hr | 1.9 days | Met |
| ELM344-102183 | 09 Jul 2026 | Quote · excluded | Backup capacity review Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| ELM344-102182 | 08 Jul 2026 | Incident | MFA reset Security · AB · Branch | P3 | Closed | 5.49 hr | 1.4 days | Met |
| ELM344-102181 | 08 Jul 2026 | Project · excluded | Message quarantined Email · TAG · Branch | P3 | Resolved | — | — | n/a |
| ELM344-102180 | 08 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| ELM344-102179 | 08 Jul 2026 | Incident | Switch port fault Network · AB · Site 2 | P3 | Closed | 0.40 hr | 20.3 hr | Met |
| ELM344-102178 | 08 Jul 2026 | Service Request · excluded | Mailbox delegation Email · ML · Remote | P3 | Closed | — | — | 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.