SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 50 records in this selection sit outside that — quotes, projects and planned installs, plus 19 calls billed time and materials. They stay visible for volume context.
Service performance
101 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
86.0%
14 call(s) over the 8-hour target
First-time fix
67.3%
Where the source records the field
Volume
Contract calls
101
151 calls logged in the period
Off contract
19
£6,486 chargeable
Open / closed
2 / 149
Across the selected period
Data-quality gaps
1
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
101
records
- Backup18
- Hardware13
- Printing12
- Security12
- Microsoft 36510
- Telephony9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 101 | 4.18 hr | 86.0% | 14 | 50 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 17 | 5.05 hr | 88% | 2 |
| Stacey Thomas | 15 | 3.58 hr | 87% | 2 |
| Karen Taylor | 13 | 5.39 hr | 77% | 3 |
| (Not recorded) | 9 | 2.38 hr | 89% | 1 |
| Damian Armstrong | 9 | 3.80 hr | 89% | 1 |
| Barry Ebbs | 8 | 4.08 hr | 71% | 2 |
| Kelly Gregory | 6 | 7.29 hr | 83% | 1 |
| Julie Herbert | 6 | 7.20 hr | 83% | 1 |
| Chloe Dempsey | 6 | 2.87 hr | 83% | 1 |
| Daniel Blacker | 4 | 0.43 hr | 100% | 0 |
| Aiden Higgins | 4 | 1.16 hr | 100% | 0 |
| Phil Jenkins | 2 | 2.92 hr | 100% | 0 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 33.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306186 | Kelly Gregory | Apple MacBook Pro 14 | 2026-01-28 14:59 | 41.66 hr | +33.7 | BK | Site offline |
| 306184 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-01-26 12:38 | 34.62 hr | +26.6 | BK | Retention change |
| 306208 | Julie Herbert | Cisco CBS350-24P | 2026-02-28 09:23 | 34.58 hr | +26.6 | AB | New starter setup |
| 306194 | Karen Taylor | Apple MacBook Air M2 | 2026-02-09 11:19 | 27.74 hr | +19.7 | AB | Backup capacity review |
| 306169 | Stacey Thomas | Cisco CBS350-24P | 2026-01-01 11:45 | 22.49 hr | +14.5 | SE | Call quality issue |
| 306187 | Damian Armstrong | Kyocera ECOSYS M5526 | 2026-01-29 10:17 | 22.42 hr | +14.4 | AB | Message quarantined |
| 306245 | Karen Taylor | HP EliteBook 840 G9 | 2026-05-06 09:42 | 11.86 hr | +3.9 | KB | Site offline |
| 306274 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-06-11 14:14 | 11.71 hr | +3.7 | ML | Message quarantined |
| 306215 | Barry Ebbs | HP ProBook 450 G6 | 2026-03-13 13:08 | 11.34 hr | +3.3 | ML | Restore request |
| 306315 | Chloe Dempsey | HP ProBook 450 G6 | 2026-08-14 08:50 | 10.67 hr | +2.7 | SE | Replacement keyboard |
| 306218 | Barry Ebbs | Dell Latitude 5440 | 2026-03-19 17:24 | 10.53 hr | +2.5 | KB | Printer offline |
| 306295 | Karen Taylor | Dell Latitude 7420 | 2026-07-10 11:31 | 9.90 hr | +1.9 | SE | Retention change |
| 306221 | Stacey Thomas | Apple MacBook Air M2 | 2026-03-26 11:40 | 8.71 hr | +0.7 | ML | New printer driver rollout |
| 306296 | (Not recorded) | Apple MacBook Air M2 | 2026-07-15 11:02 | 8.14 hr | +0.1 | BK | Laptop will not boot |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Monitoring / server / security | 6 | 13 Mar 2026 – 20 Jul 2026 |
| Stacey Thomas | Printing | 5 | 02 Jan 2026 – 08 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 06 Jan 2026 – 13 May 2026 |
| Kelly Gregory | Backup / restore | 4 | 07 Jan 2026 – 04 May 2026 |
| Damian Armstrong | Backup / restore | 3 | 07 Feb 2026 – 13 Aug 2026 |
| Anne-Marie Cable | Hardware | 3 | 19 Feb 2026 – 01 Jun 2026 |
| Stacey Thomas | Monitoring / server / security | 3 | 23 Mar 2026 – 17 Jun 2026 |
| Barry Ebbs | Email / Microsoft 365 | 3 | 30 Mar 2026 – 02 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Backup / restore | 5 | 12 Jan 2026 – 10 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 4 | 06 Jan 2026 – 20 Jul 2026 |
| HP ProBook 450 G6 | Hardware | 4 | 19 Feb 2026 – 14 Aug 2026 |
| Samsung Galaxy A54 | Printing | 3 | 02 Jan 2026 – 01 Jul 2026 |
| Apple MacBook Pro 14 | Backup / restore | 3 | 07 Jan 2026 – 22 Jul 2026 |
| Dell OptiPlex 7010 | Printing | 3 | 10 Feb 2026 – 06 Aug 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 3 | 04 Mar 2026 – 06 Jul 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 3 | 13 Mar 2026 – 17 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
151 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ELM359-100483 | 21 Aug 2026 | Quote · excluded | Toner replacement Printing · KB · Remote | P2 | In Progress | — | — | n/a |
| ELM359-100482 | 19 Aug 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Resolved | 1.98 hr | 15.1 hr | Met |
| ELM359-100481 | 18 Aug 2026 | Change | Mailbox delegation Email · BK · Head Office | P3 | Closed | 6.83 hr | 2.4 days | Met |
| ELM359-100480 | 17 Aug 2026 | Project · excluded | Scan to email failing Printing · SE · Remote | P3 | Resolved | — | — | n/a |
| ELM359-100479 | 14 Aug 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 10.67 hr | 1.1 days | Missed |
| ELM359-100478 | 13 Aug 2026 | Incident | Retention change Backup · TAG · Remote | P4 | Resolved | 1.46 hr | 1.1 days | Met |
| ELM359-100477 | 12 Aug 2026 | Service Request | Distribution list change Email · ML · Remote | P2 | Resolved | 0.60 hr | 2.4 days | Met |
| ELM359-100476 | 11 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 1.33 hr | 22.5 hr | Met |
| ELM359-100475 | 10 Aug 2026 | Incident · excluded | Printer offline Printing · AB · Head Office | P4 | Resolved | — | — | n/a |
| ELM359-100474 | 07 Aug 2026 | Quote · excluded | Call quality issue Telephony · BK · Branch | P3 | Closed | — | — | n/a |
| ELM359-100473 | 06 Aug 2026 | Service Request | Toner replacement Printing · ML · Head Office | P4 | Closed | 0.17 hr | 2.4 days | Met |
| ELM359-100472 | 05 Aug 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100471 | 30 Jul 2026 | Incident | Licence renewal Line of business app · KB · Remote | P4 | Resolved | 2.80 hr | 2.1 days | Met |
| ELM359-100470 | 29 Jul 2026 | Service Request | Docking station not detected Hardware · TAG · Branch | P3 | Closed | 2.76 hr | 2.1 days | Met |
| ELM359-100469 | 28 Jul 2026 | Incident | Docking station not detected Hardware · TAG · Branch | P1 | Closed | 1.08 hr | 11.6 hr | Met |
| ELM359-100468 | 23 Jul 2026 | Incident | Screen flickering Hardware · ML · Branch | P4 | Closed | 0.27 hr | 16.0 hr | Met |
| ELM359-100467 | 22 Jul 2026 | Incident | Retention change Backup · KB · Branch | P3 | Closed | 1.23 hr | 1.7 days | Met |
| ELM359-100466 | 22 Jul 2026 | Service Request | Call quality issue Telephony · ML · Branch | P2 | Resolved | 1.36 hr | 21.2 hr | Met |
| ELM359-100465 | 21 Jul 2026 | Planned Install · excluded | Call quality issue Telephony · TAG · Branch | P2 | Closed | — | — | n/a |
| ELM359-100464 | 20 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P2 | Resolved | 1.75 hr | 2.4 days | Met |
| ELM359-100463 | 20 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P1 | Closed | 3.88 hr | 6.8 hr | Met |
| ELM359-100462 | 19 Jul 2026 | Planned Install · excluded | MFA reset Security · AB · Head Office | P3 | Open | — | — | n/a |
| ELM359-100461 | 17 Jul 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Head Office | P2 | Closed | — | — | n/a |
| ELM359-100460 | 15 Jul 2026 | Change | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | 8.14 hr | 1.2 days | Missed |
| ELM359-100459 | 10 Jul 2026 | Change | Retention change Backup · SE · Remote | P3 | Resolved | 9.90 hr | 2.0 days | Missed |
| ELM359-100458 | 09 Jul 2026 | Incident · excluded | Toner replacement Printing · BK · Remote | P4 | Closed | — | — | n/a |
| ELM359-100457 | 08 Jul 2026 | Service Request | Toner replacement Printing · KB · Head Office | P3 | Resolved | 2.36 hr | 21.7 hr | Met |
| ELM359-100456 | 07 Jul 2026 | Incident · excluded | Call quality issue Telephony · BK · Remote | P3 | Closed | — | — | n/a |
| ELM359-100455 | 06 Jul 2026 | Incident | Site offline Network · BK · Head Office | P3 | Closed | 0.96 hr | 2.0 days | Met |
| ELM359-100454 | 02 Jul 2026 | Quote · excluded | Endpoint alert investigation Security · KB · Site 2 | P3 | Resolved | — | — | n/a |
| ELM359-100453 | 01 Jul 2026 | Service Request · excluded | Distribution list change Email · TAG · Remote | P4 | Closed | — | — | n/a |
| ELM359-100452 | 01 Jul 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | 0.67 hr | 2.4 days | Met |
| ELM359-100451 | 30 Jun 2026 | Change | Phishing report triage Security · KB · Site 2 | P4 | Resolved | 1.12 hr | 2.3 days | Met |
| ELM359-100450 | 29 Jun 2026 | Quote · excluded | Site offline Network · AB · Head Office | P2 | Closed | — | — | n/a |
| ELM359-100449 | 25 Jun 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P4 | Closed | 2.52 hr | 4.3 hr | Met |
| ELM359-100448 | 24 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Resolved | 1.43 hr | 2.5 days | Met |
| ELM359-100447 | 23 Jun 2026 | Incident | Name change request User admin · ML · Branch | P3 | Closed | 0.70 hr | 2.4 days | Met |
| ELM359-100446 | 19 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 5.08 hr | 1.4 days | Met |
| ELM359-100445 | 19 Jun 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 1.33 hr | 1.9 days | Met |
| ELM359-100444 | 18 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Resolved | 2.65 hr | 2.2 days | Met |
| ELM359-100443 | 18 Jun 2026 | Service Request · excluded | Site offline Network · KB · Branch | P2 | Resolved | — | — | n/a |
| ELM359-100442 | 17 Jun 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Closed | 3.47 hr | 1.5 days | Met |
| ELM359-100441 | 16 Jun 2026 | Planned Install · excluded | Suspicious sign-in review Security · KB · Head Office | P2 | Resolved | — | — | n/a |
| ELM359-100440 | 14 Jun 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 1.17 hr | 2.4 days | Met |
| ELM359-100439 | 12 Jun 2026 | Incident | New starter setup User admin · AB · Head Office | P2 | Closed | 1.10 hr | 1.1 days | Met |
| ELM359-100438 | 11 Jun 2026 | Service Request | Message quarantined Email · ML · Head Office | P4 | Resolved | 11.71 hr | 13.7 hr | Missed |
| ELM359-100437 | 09 Jun 2026 | Project · excluded | Laptop will not boot Hardware · SE · Branch | P3 | Resolved | — | — | n/a |
| ELM359-100436 | 09 Jun 2026 | Project · excluded | Phishing report triage Security · SE · Head Office | P2 | Resolved | — | — | n/a |
| ELM359-100435 | 08 Jun 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P4 | Closed | 5.04 hr | 13.4 hr | Met |
| ELM359-100434 | 05 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Branch | P4 | Closed | — | — | n/a |
| ELM359-100433 | 04 Jun 2026 | Incident | Retention change Backup · AB · Head Office | P1 | Closed | 0.53 hr | 7.0 hr | Met |
| ELM359-100432 | 03 Jun 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Closed | 0.60 hr | 1.4 days | Met |
| ELM359-100431 | 02 Jun 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Closed | — | — | n/a |
| ELM359-100430 | 02 Jun 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100429 | 01 Jun 2026 | Service Request | Docking station not detected Hardware · ML · Remote | P4 | Closed | 0.82 hr | 13.0 hr | Met |
| ELM359-100428 | 29 May 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Resolved | 0.84 hr | 6.1 hr | Met |
| ELM359-100427 | 29 May 2026 | Change · excluded | New extension setup Telephony · ML · Remote | P3 | Closed | — | — | n/a |
| ELM359-100426 | 28 May 2026 | Project · excluded | Site offline Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| ELM359-100425 | 27 May 2026 | Incident | Database timeout Line of business app · BK · Head Office | P4 | Resolved | 1.30 hr | 2.5 days | Met |
| ELM359-100424 | 27 May 2026 | Incident | Call quality issue Telephony · TAG · Remote | P3 | Resolved | 2.00 hr | 2.4 days | Met |
| ELM359-100423 | 26 May 2026 | Incident | Printer offline Printing · KB · Head Office | P2 | Closed | 2.28 hr | 9.7 hr | Met |
| ELM359-100422 | 25 May 2026 | Quote · excluded | New printer driver rollout Printing · BK · Branch | P3 | Resolved | — | — | n/a |
| ELM359-100421 | 22 May 2026 | Service Request · excluded | Docking station not detected Hardware · KB · Remote | P3 | Resolved | — | — | n/a |
| ELM359-100420 | 21 May 2026 | Service Request · excluded | Distribution list change Email · AB · Head Office | P2 | Closed | — | — | n/a |
| ELM359-100419 | 19 May 2026 | Quote · excluded | Spoofed email reported Email · ML · Remote | P4 | Closed | — | — | n/a |
| ELM359-100418 | 18 May 2026 | Change | Handset registration Telephony · ML · Remote | P3 | Resolved | 1.28 hr | 1.1 days | Met |
| ELM359-100417 | 15 May 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 0.31 hr | 21.1 hr | Met |
| ELM359-100416 | 14 May 2026 | Service Request · excluded | Backup capacity review Backup · AB · Remote | P3 | Closed | — | — | n/a |
| ELM359-100415 | 13 May 2026 | Change | Endpoint alert investigation Security · BK · Remote | P3 | Closed | 1.33 hr | 20.5 hr | Met |
| ELM359-100414 | 12 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Resolved | 3.60 hr | 17.1 hr | Met |
| ELM359-100413 | 11 May 2026 | Service Request | Replacement keyboard Hardware · KB · Branch | P4 | Resolved | 1.25 hr | 12.9 hr | Met |
| ELM359-100412 | 09 May 2026 | Quote · excluded | Handset registration Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100411 | 08 May 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 0.54 hr | 13.4 hr | Met |
| ELM359-100410 | 07 May 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P4 | Closed | 1.43 hr | 1.3 days | Met |
| ELM359-100409 | 06 May 2026 | Change | Site offline Network · KB · Head Office | P2 | Resolved | 11.86 hr | 22.1 hr | Missed |
| ELM359-100408 | 05 May 2026 | Service Request | Phishing report triage Security · ML · Branch | P3 | Closed | 1.36 hr | 2.0 days | Met |
| ELM359-100407 | 04 May 2026 | Incident | Backup capacity review Backup · SE · Head Office | P4 | Closed | 0.64 hr | 1.6 days | Met |
| ELM359-100406 | 30 Apr 2026 | Project · excluded | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| ELM359-100405 | 28 Apr 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Closed | 0.12 hr | 2.2 days | Met |
| ELM359-100404 | 27 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Resolved | 0.61 hr | 15.2 hr | Met |
| ELM359-100403 | 24 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100402 | 24 Apr 2026 | Service Request · excluded | Licence renewal Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| ELM359-100401 | 22 Apr 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 4.53 hr | 5.5 hr | Met |
| ELM359-100400 | 21 Apr 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100399 | 20 Apr 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Resolved | 0.08 hr | 8.0 hr | Met |
| ELM359-100398 | 19 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Branch | P3 | Closed | 1.10 hr | 2.4 days | Met |
| ELM359-100397 | 17 Apr 2026 | Incident | Backup job failed Backup · AB · Branch | P4 | Closed | 1.12 hr | 2.2 days | Met |
| ELM359-100396 | 16 Apr 2026 | Incident | Call quality issue Telephony · SE · Remote | P4 | Closed | 2.10 hr | 6.8 hr | Met |
| ELM359-100395 | 14 Apr 2026 | Service Request | Screen flickering Hardware · TAG · Remote | P4 | Resolved | 0.79 hr | 1.1 days | Met |
| ELM359-100394 | 13 Apr 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 3.92 hr | 1.0 days | Met |
| ELM359-100393 | 10 Apr 2026 | Project · excluded | Screen flickering Hardware · BK · Branch | P4 | Closed | — | — | n/a |
| ELM359-100392 | 09 Apr 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | 2.39 hr | 1.0 days | Met |
| ELM359-100391 | 07 Apr 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100390 | 03 Apr 2026 | Change | Permission change User admin · KB · Head Office | P1 | Closed | 0.46 hr | 1.0 hr | Met |
| ELM359-100389 | 02 Apr 2026 | Service Request | MFA reset Security · ML · Site 2 | P3 | Closed | 1.92 hr | 1.9 days | Met |
| ELM359-100388 | 01 Apr 2026 | Service Request | Restore request Backup · ML · Head Office | P1 | Resolved | 5.28 hr | 6.9 hr | Met |
| ELM359-100387 | 31 Mar 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P4 | Closed | 6.46 hr | 1.6 days | Met |
| ELM359-100386 | 30 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 1.11 hr | 1.4 days | Met |
| ELM359-100385 | 26 Mar 2026 | Service Request | New printer driver rollout Printing · ML · Remote | P3 | Closed | 8.71 hr | 3.4 hr | Missed |
| ELM359-100384 | 24 Mar 2026 | Quote · excluded | Backup capacity review Backup · AB · Site 2 | P3 | Closed | — | — | n/a |
| ELM359-100383 | 23 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 0.62 hr | 1.4 days | Met |
| ELM359-100382 | 19 Mar 2026 | Service Request | Printer offline Printing · KB · Head Office | P2 | Closed | 10.53 hr | 1.2 days | Missed |
| ELM359-100381 | 18 Mar 2026 | Quote · excluded | Spoofed email reported Email · AB · Head Office | P3 | Closed | — | — | n/a |
| ELM359-100380 | 16 Mar 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P4 | Closed | 1.79 hr | 1.3 days | Met |
| ELM359-100379 | 13 Mar 2026 | Incident | Restore request Backup · ML · Head Office | P3 | Closed | 11.34 hr | 2.4 days | Missed |
| ELM359-100378 | 13 Mar 2026 | Service Request | Endpoint alert investigation Security · ML · Remote | P3 | Resolved | 1.32 hr | 20.9 hr | Met |
| ELM359-100377 | 12 Mar 2026 | Incident | Leaver process User admin · TAG · Head Office | P3 | Closed | 1.42 hr | 6.7 hr | Met |
| ELM359-100376 | 11 Mar 2026 | Planned Install · excluded | New extension setup Telephony · TAG · Remote | P3 | Closed | — | — | n/a |
| ELM359-100375 | 09 Mar 2026 | Incident | Database timeout Line of business app · BK · Remote | P3 | Resolved | 5.47 hr | 4.4 hr | Met |
| ELM359-100374 | 04 Mar 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | 1.14 hr | 19.4 hr | Met |
| ELM359-100373 | 02 Mar 2026 | Quote · excluded | Database timeout Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| ELM359-100372 | 28 Feb 2026 | Service Request | New starter setup User admin · AB · Remote | P3 | Closed | 34.58 hr | 4.7 hr | Missed |
| ELM359-100371 | 27 Feb 2026 | Incident · excluded | Leaver process User admin · TAG · Head Office | P2 | Closed | — | — | n/a |
| ELM359-100370 | 26 Feb 2026 | Incident · excluded | Printer offline Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| ELM359-100369 | 23 Feb 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 0.28 hr | 1.7 days | Met |
| ELM359-100368 | 20 Feb 2026 | Service Request | Handset registration Telephony · BK · Branch | P2 | Closed | 0.17 hr | 2.2 days | Met |
| ELM359-100367 | 19 Feb 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | 7.71 hr | 19.2 hr | Met |
| ELM359-100366 | 18 Feb 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P2 | Resolved | 1.27 hr | 2.1 days | Met |
| ELM359-100365 | 16 Feb 2026 | Incident | New printer driver rollout Printing · AB · Site 2 | P3 | Closed | 4.85 hr | 1.3 days | Met |
| ELM359-100364 | 14 Feb 2026 | Incident · excluded | Backup capacity review Backup · BK · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100363 | 13 Feb 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | 0.80 hr | 17.3 hr | Met |
| ELM359-100362 | 12 Feb 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Closed | 0.95 hr | 11.3 hr | Met |
| ELM359-100361 | 12 Feb 2026 | Incident | Licence renewal Line of business app · AB · Branch | P3 | Closed | 2.89 hr | 1.8 days | Met |
| ELM359-100360 | 11 Feb 2026 | Service Request · excluded | New starter setup User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| ELM359-100359 | 10 Feb 2026 | Incident | New printer driver rollout Printing · KB · Branch | P3 | Closed | 1.13 hr | 1.4 days | Met |
| ELM359-100358 | 09 Feb 2026 | Incident | Backup capacity review Backup · AB · Head Office | P2 | Closed | 27.74 hr | 7.2 hr | Missed |
| ELM359-100357 | 07 Feb 2026 | Incident | Backup capacity review Backup · AB · Branch | P3 | Resolved | 0.50 hr | 1.5 days | Met |
| ELM359-100356 | 05 Feb 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 0.38 hr | 2.2 days | Met |
| ELM359-100355 | 04 Feb 2026 | Project · excluded | Distribution list change Email · TAG · Site 2 | P1 | Resolved | — | — | n/a |
| ELM359-100354 | 03 Feb 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P4 | Resolved | — | — | n/a |
| ELM359-100353 | 02 Feb 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Resolved | 0.44 hr | 2.2 days | Met |
| ELM359-100352 | 30 Jan 2026 | Project · excluded | Outlook not syncing Microsoft 365 · SE · Branch | P4 | Resolved | — | — | n/a |
| ELM359-100351 | 29 Jan 2026 | Service Request | Message quarantined Email · AB · Head Office | P2 | Closed | 22.42 hr | 1.0 days | Missed |
| ELM359-100350 | 28 Jan 2026 | Incident | Site offline Network · BK · Head Office | P4 | Closed | 41.66 hr | 2.1 days | Missed |
| ELM359-100349 | 27 Jan 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | 0.06 hr | 1.3 days | Met |
| ELM359-100348 | 26 Jan 2026 | Service Request | Retention change Backup · BK · Branch | P3 | Resolved | 34.62 hr | 4.8 hr | Missed |
| ELM359-100347 | 25 Jan 2026 | Service Request | Retention change Backup · ML · Remote | P4 | Closed | 0.63 hr | 11.5 hr | Met |
| ELM359-100346 | 22 Jan 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Closed | 1.68 hr | 2.2 days | Met |
| ELM359-100345 | 21 Jan 2026 | Service Request · excluded | Retention change Backup · TAG · Head Office | P2 | Closed | — | — | n/a |
| ELM359-100344 | 20 Jan 2026 | Incident | Leaver process User admin · AB · Head Office | P2 | Closed | 0.12 hr | 1.5 days | Met |
| ELM359-100343 | 14 Jan 2026 | Service Request · excluded | Voicemail not delivering Telephony · KB · Branch | P3 | Closed | — | — | n/a |
| ELM359-100342 | 13 Jan 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P2 | Resolved | — | — | n/a |
| ELM359-100341 | 12 Jan 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Resolved | 5.25 hr | 2.0 days | Met |
| ELM359-100340 | 09 Jan 2026 | Quote · excluded | Endpoint alert investigation Security · TAG · Head Office | P2 | Closed | — | — | n/a |
| ELM359-100339 | 08 Jan 2026 | Quote · excluded | Name change request User admin · AB · Head Office | P1 | Closed | — | — | n/a |
| ELM359-100338 | 07 Jan 2026 | Incident · excluded | Leaver process User admin · AB · Site 2 | P2 | Closed | — | — | n/a |
| ELM359-100337 | 07 Jan 2026 | Change | Backup capacity review Backup · BK · Remote | P3 | Resolved | 0.27 hr | 11.2 hr | Met |
| ELM359-100336 | 06 Jan 2026 | Service Request | Phishing report triage Security · BK · Head Office | P2 | Resolved | 0.19 hr | 1.8 days | Met |
| ELM359-100335 | 05 Jan 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Closed | 0.46 hr | 2.3 days | Met |
| ELM359-100334 | 02 Jan 2026 | Service Request | Printer offline Printing · ML · Head Office | P3 | Closed | 0.26 hr | 2.4 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.