SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 5 records in this selection sit outside that — quotes, projects and planned installs, plus 0 calls billed time and materials. They stay visible for volume context.
Service performance
6 eligible records in this yearAverage first response
4.9 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
83.3%
1 call(s) over the 8-hour target
First-time fix
50.0%
Where the source records the field
Volume
Contract calls
6
11 calls logged in the period
Off contract
0
£464.25 chargeable
Open / closed
0 / 11
Across the selected period
Data-quality gaps
0
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
6
records
- Network1
- Telephony1
- Security1
- Hardware1
- Email1
- User admin1
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 6 | 4.89 hr | 83.3% | 1 | 5 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Stacey Thomas | 2 | 7.25 hr | 50% | 1 |
| (Not recorded) | 1 | 0.76 hr | 100% | 0 |
| Anne-Marie Cable | 1 | 4.21 hr | 100% | 0 |
| Karen Taylor | 1 | 4.24 hr | 100% | 0 |
| Barry Ebbs | 1 | 5.64 hr | 100% | 0 |
1 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 6.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303041 | Stacey Thomas | HP ProDesk 400 G7 | 2026-05-07 11:08 | 14.19 hr | +6.2 | SE | MFA reset |
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
Recurring issues by machine
Equipment generating repeat calls
No device is generating repeat calls.
SLA achievement trend
Percentage of eligible records responded to within target
Records
11 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ESC438-100018 | 10 Aug 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Resolved | 0.30 hr | 1.3 days | Met |
| ESC438-100017 | 31 Jul 2026 | Incident | Mailbox delegation Email · SE · Branch | P4 | Resolved | 5.64 hr | 1.3 days | Met |
| ESC438-100016 | 09 Jul 2026 | Planned Install · excluded | Distribution list change Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| ESC438-100015 | 17 Jun 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 4.24 hr | 20.0 hr | Met |
| ESC438-100014 | 07 May 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Resolved | 14.19 hr | 2.1 days | Missed |
| ESC438-100013 | 30 Apr 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P4 | Resolved | 4.21 hr | 8.4 hr | Met |
| ESC438-100012 | 03 Apr 2026 | Project · excluded | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| ESC438-100011 | 18 Mar 2026 | Project · excluded | Retention change Backup · AB · Branch | P3 | Resolved | — | — | n/a |
| ESC438-100010 | 10 Mar 2026 | Quote · excluded | Backup capacity review Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| ESC438-100009 | 22 Jan 2026 | Service Request | Site offline Network · ML · Head Office | P4 | Closed | 0.76 hr | 2.4 days | Met |
| ESC438-100008 | 21 Jan 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Branch | P2 | Resolved | — | — | n/a |
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.