SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 185 records in this selection sit outside that — quotes, projects and planned installs, plus 77 calls billed time and materials. They stay visible for volume context.
Service performance
416 eligible records in this yearAverage first response
5.0 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
87.4%
50 call(s) over the 8-hour target
First-time fix
72.0%
Where the source records the field
Volume
Contract calls
416
601 calls logged in the period
Off contract
77
£23,991.75 chargeable
Open / closed
17 / 584
Across the selected period
Data-quality gaps
18
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
416
records
- Backup52
- Email45
- Network45
- User admin44
- Security44
- Line of business app43
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 416 | 4.96 hr | 87.4% | 50 | 185 |
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 | 59 | 3.91 hr | 86% | 8 |
| Karen Taylor | 47 | 4.75 hr | 96% | 2 |
| Stacey Thomas | 41 | 4.89 hr | 86% | 5 |
| Chloe Dempsey | 38 | 6.67 hr | 81% | 7 |
| Barry Ebbs | 36 | 8.99 hr | 86% | 5 |
| Kelly Gregory | 32 | 4.99 hr | 87% | 4 |
| Damian Armstrong | 31 | 4.03 hr | 83% | 5 |
| (Not recorded) | 29 | 4.92 hr | 86% | 4 |
| Phil Jenkins | 26 | 2.71 hr | 92% | 2 |
| Aiden Higgins | 25 | 5.90 hr | 83% | 4 |
| Julie Herbert | 18 | 4.64 hr | 94% | 1 |
| Rachael Parkin | 17 | 1.97 hr | 100% | 0 |
50 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 144.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309227 | Barry Ebbs | Dell Latitude 7420 | 2026-04-01 17:21 | 152.17 hr | +144.2 | ML | Scan to email failing |
| 309322 | Karen Taylor | Samsung Galaxy S23 | 2026-05-13 10:10 | 124.25 hr | +116.3 | TAG | Message quarantined |
| 309030 | Kelly Gregory | Dell OptiPlex 3050 | 2026-01-12 14:02 | 80.52 hr | +72.5 | ML | Distribution list change |
| 309374 | Stacey Thomas | Apple iPhone 14 | 2026-06-03 11:10 | 71.39 hr | +63.4 | SE | Permission change |
| 309192 | Aiden Higgins | Apple MacBook Pro 14 | 2026-03-17 16:12 | 46.78 hr | +38.8 | ML | Laptop will not boot |
| 309158 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-03-03 09:54 | 45.54 hr | +37.5 | SE | Distribution list change |
| 309209 | Julie Herbert | Samsung Galaxy S23 | 2026-03-24 12:34 | 44.91 hr | +36.9 | SE | Licence renewal |
| 309282 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-04-22 10:53 | 43.73 hr | +35.7 | TAG | Application crash on launch |
| 309514 | Anne-Marie Cable | Brother MFC-L8690 | 2026-07-23 08:23 | 43.37 hr | +35.4 | ML | Report not generating |
| 309299 | (Not recorded) | Dell OptiPlex 3050 | 2026-04-30 14:43 | 43.33 hr | +35.3 | TAG | Outlook not syncing |
| 309287 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-04-23 10:41 | 43.30 hr | +35.3 | ML | Phishing report triage |
| 309457 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-07-07 16:20 | 41.91 hr | +33.9 | TAG | Outlook not syncing |
| 309327 | Barry Ebbs | Dell Latitude E7470 | 2026-05-14 11:09 | 38.94 hr | +30.9 | ML | Switch port fault |
| 309384 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-06-09 12:47 | 34.89 hr | +26.9 | KB | Handset registration |
| 309238 | Anne-Marie Cable | Dell Latitude E7470 | 2026-04-03 10:05 | 33.71 hr | +25.7 | TAG | New printer driver rollout |
| 309290 | Aiden Higgins | Samsung Galaxy A54 | 2026-04-27 15:40 | 26.11 hr | +18.1 | BK | Wi-Fi dropouts in warehouse |
| 309497 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-07-17 09:25 | 25.69 hr | +17.7 | AB | Slow VPN |
| 309054 | (Not recorded) | Dell OptiPlex 3050 | 2026-01-20 11:13 | 23.29 hr | +15.3 | KB | Restore request |
| 309515 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-07-24 15:32 | 20.48 hr | +12.5 | TAG | Database timeout |
| 309346 | Phil Jenkins | Samsung Galaxy A54 | 2026-05-21 11:31 | 18.78 hr | +10.8 | TAG | Mailbox delegation |
| 309004 | Kelly Gregory | Samsung Galaxy S23 | 2026-01-02 15:01 | 16.38 hr | +8.4 | SE | Backup capacity review |
| 309051 | Chloe Dempsey | Samsung Galaxy A54 | 2026-01-19 12:57 | 15.50 hr | +7.5 | TAG | MFA reset |
| 309421 | Stacey Thomas | HP EliteBook 840 G9 | 2026-06-23 10:20 | 13.72 hr | +5.7 | TAG | Replacement keyboard |
| 309161 | Damian Armstrong | Dell Latitude 7420 | 2026-03-04 14:14 | 13.54 hr | +5.5 | SE | SharePoint permission request |
| 309115 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-02-15 11:28 | 13.16 hr | +5.2 | TAG | Endpoint alert investigation |
| 309531 | Barry Ebbs | Lenovo ThinkCentre M70q | 2026-07-30 17:15 | 11.53 hr | +3.5 | KB | Replacement keyboard |
| 309265 | Damian Armstrong | Dell OptiPlex 3050 | 2026-04-14 12:45 | 11.47 hr | +3.5 | KB | Restore request |
| 309440 | Kelly Gregory | Draytek Vigor 2927 | 2026-07-01 09:05 | 11.35 hr | +3.4 | SE | New starter setup |
| 309416 | Daniel Blacker | HP ProDesk 400 G7 | 2026-06-22 15:25 | 11.31 hr | +3.3 | KB | Replacement keyboard |
| 309415 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-06-22 15:48 | 11.08 hr | +3.1 | BK | Suspicious sign-in review |
| 309321 | Stacey Thomas | Draytek Vigor 2927 | 2026-05-12 09:35 | 11.06 hr | +3.1 | TAG | Backup capacity review |
| 309477 | Damian Armstrong | Apple iPhone 12 | 2026-07-13 13:40 | 10.98 hr | +3.0 | SE | Scan to email failing |
| 309114 | (Not recorded) | Dell Latitude E7470 | 2026-02-15 08:20 | 10.74 hr | +2.7 | ML | New printer driver rollout |
| 309191 | Aiden Higgins | Dell Latitude E7470 | 2026-03-17 15:01 | 10.68 hr | +2.7 | BK | Database timeout |
| 309550 | Karen Taylor | Samsung Galaxy S23 | 2026-08-05 08:46 | 10.52 hr | +2.5 | ML | Name change request |
| 309108 | Anne-Marie Cable | Apple iPhone 14 | 2026-02-12 10:00 | 10.37 hr | +2.4 | KB | Slow VPN |
| 309577 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-08-17 14:45 | 10.09 hr | +2.1 | ML | MFA reset |
| 309254 | Anne-Marie Cable | Dell Latitude 5440 | 2026-04-09 17:23 | 9.96 hr | +2.0 | AB | Restore request |
| 309292 | Stacey Thomas | Dell OptiPlex 7010 | 2026-04-28 14:57 | 9.79 hr | +1.8 | BK | Leaver process |
| 309066 | Barry Ebbs | Apple iPhone 12 | 2026-01-26 08:20 | 9.76 hr | +1.8 | TAG | Report not generating |
| 309408 | Chloe Dempsey | Apple iPhone 12 | 2026-06-18 13:49 | 9.74 hr | +1.7 | KB | Retention change |
| 309118 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-02-16 12:31 | 9.70 hr | +1.7 | SE | Retention change |
| 309592 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-08-24 12:44 | 9.67 hr | +1.7 | KB | Printer offline |
| 309505 | Daniel Blacker | Lenovo ThinkCentre M70q | 2026-07-21 17:31 | 9.56 hr | +1.6 | SE | Message quarantined |
| 309452 | Kelly Gregory | HP ProBook 450 G6 | 2026-07-03 10:18 | 9.20 hr | +1.2 | ML | Application crash on launch |
| 309266 | (Not recorded) | Dell Latitude 5440 | 2026-04-14 09:19 | 9.08 hr | +1.1 | TAG | Spoofed email reported |
| 309276 | Phil Jenkins | Aruba AP-515 | 2026-04-17 14:58 | 8.97 hr | +1.0 | ML | Toner replacement |
| 309142 | Stacey Thomas | Apple MacBook Pro 14 | 2026-02-24 11:27 | 8.49 hr | +0.5 | BK | Toner replacement |
| 309116 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-02-15 08:29 | 8.26 hr | +0.3 | AB | Wi-Fi dropouts in warehouse |
| 309022 | Damian Armstrong | Samsung Galaxy A54 | 2026-01-08 08:45 | 8.08 hr | +0.1 | ML | Mailbox delegation |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 13 | 27 Jan 2026 – 07 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 13 | 12 Feb 2026 – 17 Aug 2026 |
| Aiden Higgins | Monitoring / server / security | 11 | 28 Jan 2026 – 14 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 11 | 12 Feb 2026 – 10 Jul 2026 |
| Barry Ebbs | Email / Microsoft 365 | 10 | 06 Jan 2026 – 02 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 10 | 05 Feb 2026 – 14 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 9 | 05 Jan 2026 – 06 Aug 2026 |
| Anne-Marie Cable | Backup / restore | 9 | 23 Feb 2026 – 21 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Email / Microsoft 365 | 12 | 16 Jan 2026 – 14 Aug 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 9 | 08 Jan 2026 – 06 Aug 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 9 | 15 Jan 2026 – 17 Aug 2026 |
| HP ProDesk 400 G7 | Monitoring / server / security | 9 | 26 Jan 2026 – 18 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 9 | 27 Jan 2026 – 10 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 8 | 05 Jan 2026 – 18 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 8 | 03 Mar 2026 – 20 Jul 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 7 | 14 Jan 2026 – 05 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
601 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ESC898-101859 | 25 Aug 2026 | Incident | Restore request Backup · BK · Head Office | P3 | Closed | 1.36 hr | 1.4 days | Met |
| ESC898-101858 | 25 Aug 2026 | Quote · excluded | Mailbox delegation Email · SE · Remote | P4 | Open | — | — | n/a |
| ESC898-101857 | 25 Aug 2026 | Project · excluded | Call quality issue Telephony · SE · Head Office | P3 | Open | — | — | n/a |
| ESC898-101856 | 25 Aug 2026 | Incident | MFA reset Security · ML · Remote | P3 | Closed | 2.73 hr | 1.0 days | Met |
| ESC898-101855 | 24 Aug 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Resolved | 0.41 hr | 17.6 hr | Met |
| ESC898-101854 | 24 Aug 2026 | Incident · excluded | Leaver process User admin · SE · Branch | P4 | Closed | — | — | n/a |
| ESC898-101853 | 24 Aug 2026 | Planned Install · excluded | Permission change User admin · TAG · Remote | P3 | In Progress | — | — | n/a |
| ESC898-101852 | 24 Aug 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Closed | 9.67 hr | 2.4 days | Missed |
| ESC898-101851 | 24 Aug 2026 | Service Request · excluded | Backup job failed Backup · TAG · Head Office | P4 | Resolved | — | — | n/a |
| ESC898-101850 | 24 Aug 2026 | Quote · excluded | Name change request User admin · SE · Head Office | P2 | Closed | — | — | n/a |
| ESC898-101849 | 21 Aug 2026 | Incident | Handset registration Telephony · TAG · Remote | P4 | Resolved | 0.59 hr | 1.1 days | Met |
| ESC898-101848 | 21 Aug 2026 | Service Request | Backup job failed Backup · SE · Head Office | P4 | Closed | 4.43 hr | 1.5 days | Met |
| ESC898-101847 | 21 Aug 2026 | Incident | Name change request User admin · BK · Branch | P3 | Closed | 1.23 hr | 2.3 days | Met |
| ESC898-101846 | 20 Aug 2026 | Change | Distribution list change Email · AB · Head Office | P1 | Open | — | — | n/a |
| ESC898-101845 | 19 Aug 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Resolved | 0.41 hr | 20.4 hr | Met |
| ESC898-101844 | 19 Aug 2026 | Incident · excluded | Toner replacement Printing · KB · Branch | P4 | Closed | — | — | n/a |
| ESC898-101843 | 19 Aug 2026 | Incident · excluded | Leaver process User admin · ML · Remote | P3 | Closed | — | — | n/a |
| ESC898-101842 | 19 Aug 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Resolved | 6.00 hr | 16.9 hr | Met |
| ESC898-101841 | 18 Aug 2026 | Service Request | Handset registration Telephony · AB · Branch | P2 | Resolved | 1.03 hr | 2.4 days | Met |
| ESC898-101840 | 18 Aug 2026 | Service Request | Mailbox delegation Email · ML · Branch | P3 | Closed | — | — | n/a |
| ESC898-101839 | 18 Aug 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P2 | Resolved | 5.18 hr | 1.5 days | Met |
| ESC898-101838 | 18 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Remote | P3 | Closed | 0.18 hr | 9.6 hr | Met |
| ESC898-101837 | 17 Aug 2026 | Service Request | MFA reset Security · ML · Head Office | P3 | Resolved | 10.09 hr | 1.3 days | Missed |
| ESC898-101836 | 17 Aug 2026 | Planned Install · excluded | Backup job failed Backup · SE · Remote | P3 | In Progress | — | — | n/a |
| ESC898-101835 | 17 Aug 2026 | Project · excluded | Restore request Backup · BK · Head Office | P3 | In Progress | — | — | n/a |
| ESC898-101834 | 16 Aug 2026 | Incident | Database timeout Line of business app · SE · Remote | P4 | Closed | 0.65 hr | 1.4 days | Met |
| ESC898-101833 | 16 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| ESC898-101832 | 14 Aug 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Resolved | 0.84 hr | 2.4 hr | Met |
| ESC898-101831 | 14 Aug 2026 | Incident · excluded | Switch port fault Network · KB · Head Office | P4 | Resolved | — | — | n/a |
| ESC898-101830 | 14 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Resolved | 1.30 hr | 1.8 days | Met |
| ESC898-101829 | 14 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Resolved | 1.40 hr | 1.5 days | Met |
| ESC898-101828 | 14 Aug 2026 | Service Request | Site offline Network · BK · Branch | P3 | Closed | 1.44 hr | 1.3 days | Met |
| ESC898-101827 | 13 Aug 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Resolved | 2.78 hr | 3.2 hr | Met |
| ESC898-101826 | 12 Aug 2026 | Service Request | Leaver process User admin · ML · Head Office | P3 | Closed | 0.44 hr | 1.9 days | Met |
| ESC898-101825 | 12 Aug 2026 | Quote · excluded | Phishing report triage Security · TAG · Remote | P4 | In Progress | — | — | n/a |
| ESC898-101824 | 11 Aug 2026 | Incident | Retention change Backup · BK · Remote | P4 | Closed | 0.58 hr | 19.5 hr | Met |
| ESC898-101823 | 11 Aug 2026 | Incident · excluded | Leaver process User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| ESC898-101822 | 11 Aug 2026 | Incident · excluded | Backup capacity review Backup · ML · Branch | P2 | Resolved | — | — | n/a |
| ESC898-101821 | 10 Aug 2026 | Incident | Backup job failed Backup · ML · Branch | P2 | Closed | 2.68 hr | 1.8 days | Met |
| ESC898-101820 | 10 Aug 2026 | Incident | Site offline Network · ML · Site 2 | P4 | Closed | 1.79 hr | 1.8 days | Met |
| ESC898-101819 | 10 Aug 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P1 | Closed | 0.53 hr | 2.1 hr | Met |
| ESC898-101818 | 10 Aug 2026 | Incident | Report not generating Line of business app · BK · Branch | P3 | Closed | 0.46 hr | 1.0 days | Met |
| ESC898-101817 | 10 Aug 2026 | Incident | Switch port fault Network · KB · Head Office | P4 | Resolved | 0.84 hr | 1.5 days | Met |
| ESC898-101816 | 10 Aug 2026 | Project · excluded | New extension setup Telephony · SE · Head Office | P3 | Open | — | — | n/a |
| ESC898-101815 | 07 Aug 2026 | Incident · excluded | Call quality issue Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| ESC898-101814 | 06 Aug 2026 | Incident | Distribution list change Email · TAG · Head Office | P4 | Closed | 0.10 hr | 2.2 days | Met |
| ESC898-101813 | 06 Aug 2026 | Service Request | Distribution list change Email · AB · Head Office | P4 | Resolved | 0.30 hr | 1.3 days | Met |
| ESC898-101812 | 06 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.13 hr | 18.9 hr | Met |
| ESC898-101811 | 05 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 3.70 hr | 1.0 days | Met |
| ESC898-101810 | 05 Aug 2026 | Incident | Name change request User admin · ML · Branch | P3 | Closed | 10.52 hr | 2.6 hr | Missed |
| ESC898-101809 | 05 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | — | — | n/a |
| ESC898-101808 | 05 Aug 2026 | Incident | Printer offline Printing · SE · Branch | P4 | Closed | 1.12 hr | 19.6 hr | Met |
| ESC898-101807 | 05 Aug 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P2 | Open | — | — | n/a |
| ESC898-101806 | 05 Aug 2026 | Incident · excluded | Restore request Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| ESC898-101805 | 04 Aug 2026 | Project · excluded | Application crash on launch Line of business app · AB · Site 2 | P1 | In Progress | — | — | n/a |
| ESC898-101804 | 04 Aug 2026 | Quote · excluded | Application crash on launch Line of business app · ML · Site 2 | P4 | In Progress | — | — | n/a |
| ESC898-101803 | 03 Aug 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Head Office | P3 | Open | — | — | n/a |
| ESC898-101802 | 02 Aug 2026 | Incident | Mailbox delegation Email · TAG · Site 2 | P1 | Closed | 5.35 hr | 14.3 hr | Met |
| ESC898-101801 | 02 Aug 2026 | Service Request · excluded | Toner replacement Printing · SE · Site 2 | P4 | Closed | — | — | n/a |
| ESC898-101800 | 02 Aug 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Resolved | 1.45 hr | 1.3 days | Met |
| ESC898-101799 | 02 Aug 2026 | Service Request · excluded | Report not generating Line of business app · SE · Head Office | P2 | Closed | — | — | n/a |
| ESC898-101798 | 02 Aug 2026 | Change | Docking station not detected Hardware · AB · Branch | P3 | Closed | — | — | n/a |
| ESC898-101797 | 02 Aug 2026 | Incident | Screen flickering Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| ESC898-101796 | 31 Jul 2026 | Incident | Phishing report triage Security · SE · Head Office | P3 | Closed | 5.66 hr | 6.9 hr | Met |
| ESC898-101795 | 31 Jul 2026 | Service Request | Restore request Backup · ML · Head Office | P3 | Resolved | 2.91 hr | 2.2 days | Met |
| ESC898-101794 | 31 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| ESC898-101793 | 30 Jul 2026 | Service Request | Slow VPN Network · SE · Remote | P4 | Resolved | 1.08 hr | 2.3 days | Met |
| ESC898-101792 | 30 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Closed | 5.37 hr | 1.3 days | Met |
| ESC898-101791 | 30 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Branch | P3 | Resolved | 11.53 hr | 2.3 days | Missed |
| ESC898-101790 | 30 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Resolved | 1.20 hr | 2.4 days | Met |
| ESC898-101789 | 30 Jul 2026 | Quote · excluded | Endpoint alert investigation Security · BK · Remote | P4 | Closed | — | — | n/a |
| ESC898-101788 | 29 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 3.95 hr | 1.9 days | Met |
| ESC898-101787 | 29 Jul 2026 | Quote · excluded | Name change request User admin · SE · Site 2 | P3 | Open | — | — | n/a |
| ESC898-101786 | 28 Jul 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 1.20 hr | 1.6 days | Met |
| ESC898-101785 | 28 Jul 2026 | Service Request | Site offline Network · KB · Head Office | P4 | Closed | 0.85 hr | 2.1 days | Met |
| ESC898-101784 | 28 Jul 2026 | Incident · excluded | Permission change User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| ESC898-101783 | 27 Jul 2026 | Service Request | Toner replacement Printing · BK · Remote | P4 | Resolved | 1.10 hr | 2.5 days | Met |
| ESC898-101782 | 27 Jul 2026 | Change | Permission change User admin · TAG · Head Office | P2 | Closed | 1.46 hr | 2.4 days | Met |
| ESC898-101781 | 27 Jul 2026 | Change | Mailbox delegation Email · KB · Head Office | P4 | Closed | 1.19 hr | 2.3 days | Met |
| ESC898-101780 | 27 Jul 2026 | Project · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| ESC898-101779 | 27 Jul 2026 | Service Request | New extension setup Telephony · BK · Head Office | P3 | Closed | 1.44 hr | 19.6 hr | Met |
| ESC898-101778 | 24 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P3 | Closed | 1.59 hr | 1.4 days | Met |
| ESC898-101777 | 24 Jul 2026 | Incident | New extension setup Telephony · KB · Head Office | P2 | Closed | 5.45 hr | 2.3 days | Met |
| ESC898-101776 | 24 Jul 2026 | Service Request | Permission change User admin · BK · Head Office | P3 | Closed | 3.48 hr | 1.2 days | Met |
| ESC898-101775 | 24 Jul 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Resolved | 20.48 hr | 19.0 hr | Missed |
| ESC898-101774 | 23 Jul 2026 | Service Request | Report not generating Line of business app · ML · Branch | P2 | Closed | 43.37 hr | 13.9 hr | Missed |
| ESC898-101773 | 23 Jul 2026 | Quote · excluded | Printer offline Printing · BK · Remote | P3 | Open | — | — | n/a |
| ESC898-101772 | 23 Jul 2026 | Service Request | Switch port fault Network · AB · Head Office | P1 | Closed | 0.55 hr | 0.3 hr | Met |
| ESC898-101771 | 23 Jul 2026 | Project · excluded | Call quality issue Telephony · BK · Head Office | P4 | In Progress | — | — | n/a |
| ESC898-101770 | 22 Jul 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Closed | 0.17 hr | 2.1 days | Met |
| ESC898-101769 | 22 Jul 2026 | Incident · excluded | Restore request Backup · SE · Branch | P2 | Resolved | — | — | n/a |
| ESC898-101768 | 22 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 1.28 hr | 1.1 days | Met |
| ESC898-101767 | 22 Jul 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 0.12 hr | 2.2 days | Met |
| ESC898-101766 | 21 Jul 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P3 | Closed | 0.66 hr | 2.0 days | Met |
| ESC898-101765 | 21 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Closed | 9.56 hr | 1.7 days | Missed |
| ESC898-101764 | 21 Jul 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 0.47 hr | 2.4 days | Met |
| ESC898-101763 | 21 Jul 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P2 | Closed | 0.97 hr | 1.4 days | Met |
| ESC898-101762 | 21 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 1.30 hr | 6.6 hr | Met |
| ESC898-101761 | 20 Jul 2026 | Incident | Phishing report triage Security · ML · Site 2 | P4 | Closed | 1.13 hr | 1.6 days | Met |
| ESC898-101760 | 20 Jul 2026 | Incident | Phishing report triage Security · BK · Site 2 | P2 | Resolved | 0.67 hr | 1.0 days | Met |
| ESC898-101759 | 20 Jul 2026 | Service Request | Spoofed email reported Email · ML · Remote | P3 | Closed | 4.65 hr | 1.0 days | Met |
| ESC898-101758 | 20 Jul 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Closed | 0.51 hr | 1.8 days | Met |
| ESC898-101757 | 17 Jul 2026 | Incident | Slow VPN Network · AB · Remote | P2 | Resolved | 25.69 hr | 1.1 days | Missed |
| ESC898-101756 | 17 Jul 2026 | Change | New starter setup User admin · KB · Head Office | P2 | Closed | 4.16 hr | 1.7 days | Met |
| ESC898-101755 | 17 Jul 2026 | Change | Screen flickering Hardware · TAG · Branch | P4 | Closed | 1.10 hr | 1.7 days | Met |
| ESC898-101754 | 17 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | In Progress | — | — | n/a |
| ESC898-101753 | 17 Jul 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P3 | Resolved | 2.12 hr | 2.0 days | Met |
| ESC898-101752 | 16 Jul 2026 | Quote · excluded | Scan to email failing Printing · BK · Remote | P2 | Closed | — | — | n/a |
| ESC898-101751 | 16 Jul 2026 | Project · excluded | Laptop will not boot Hardware · ML · Head Office | P2 | In Progress | — | — | n/a |
| ESC898-101750 | 16 Jul 2026 | Service Request · excluded | Retention change Backup · TAG · Head Office | P2 | Closed | — | — | n/a |
| ESC898-101749 | 16 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P2 | Resolved | 4.77 hr | 20.6 hr | Met |
| ESC898-101748 | 15 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 2.48 hr | 1.1 days | Met |
| ESC898-101747 | 15 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | 5.02 hr | 1.3 days | Met |
| ESC898-101746 | 15 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Resolved | 0.86 hr | 2.2 hr | Met |
| ESC898-101745 | 14 Jul 2026 | Incident · excluded | Retention change Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| ESC898-101744 | 14 Jul 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P4 | Resolved | 0.72 hr | 13.1 hr | Met |
| ESC898-101743 | 14 Jul 2026 | Quote · excluded | Screen flickering Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| ESC898-101742 | 14 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Branch | P2 | Resolved | 1.05 hr | 2.4 days | Met |
| ESC898-101741 | 14 Jul 2026 | Incident · excluded | Database timeout Line of business app · ML · Head Office | P2 | Closed | — | — | n/a |
| ESC898-101740 | 14 Jul 2026 | Service Request · excluded | Replacement keyboard Hardware · KB · Branch | P3 | Closed | — | — | n/a |
| ESC898-101739 | 13 Jul 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Resolved | 3.74 hr | 13.1 hr | Met |
| ESC898-101738 | 13 Jul 2026 | Change | Retention change Backup · KB · Head Office | P3 | Closed | 1.39 hr | 16.7 hr | Met |
| ESC898-101737 | 13 Jul 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 10.98 hr | 1.5 days | Missed |
| ESC898-101736 | 13 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 0.09 hr | 1.8 days | Met |
| ESC898-101735 | 13 Jul 2026 | Change | Scan to email failing Printing · BK · Head Office | P3 | Resolved | 0.43 hr | 1.3 days | Met |
| ESC898-101734 | 13 Jul 2026 | Service Request · excluded | New extension setup Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| ESC898-101733 | 10 Jul 2026 | Incident | Switch port fault Network · TAG · Site 2 | P1 | Resolved | 3.70 hr | 12.3 hr | Met |
| ESC898-101732 | 10 Jul 2026 | Incident | Switch port fault Network · KB · Branch | P2 | Resolved | 0.32 hr | 18.7 hr | Met |
| ESC898-101731 | 10 Jul 2026 | Incident | Restore request Backup · SE · Remote | P2 | Resolved | 1.24 hr | 1.3 days | Met |
| ESC898-101730 | 10 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Branch | P2 | Resolved | — | — | n/a |
| ESC898-101729 | 10 Jul 2026 | Incident | Retention change Backup · ML · Remote | P3 | Resolved | 0.25 hr | 1.1 days | Met |
| ESC898-101728 | 09 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Closed | 2.18 hr | 1.4 days | Met |
| ESC898-101727 | 09 Jul 2026 | Incident | Restore request Backup · KB · Branch | P3 | Closed | 0.38 hr | 1.7 days | Met |
| ESC898-101726 | 09 Jul 2026 | Quote · excluded | Docking station not detected Hardware · AB · Head Office | P4 | Closed | — | — | n/a |
| ESC898-101725 | 09 Jul 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P4 | Closed | 0.97 hr | 20.7 hr | Met |
| ESC898-101724 | 08 Jul 2026 | Incident | Leaver process User admin · SE · Site 2 | P4 | Closed | 1.13 hr | 1.6 days | Met |
| ESC898-101723 | 08 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Remote | P3 | Resolved | 1.33 hr | 9.1 hr | Met |
| ESC898-101722 | 08 Jul 2026 | Incident | Name change request User admin · AB · Site 2 | P4 | Closed | 0.68 hr | 20.2 hr | Met |
| ESC898-101721 | 08 Jul 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| ESC898-101720 | 07 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Resolved | 0.61 hr | 8.1 hr | Met |
| ESC898-101719 | 07 Jul 2026 | Service Request | Report not generating Line of business app · BK · Remote | P3 | Closed | 1.47 hr | 2.4 days | Met |
| ESC898-101718 | 07 Jul 2026 | Quote · excluded | Backup job failed Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| ESC898-101717 | 07 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 41.91 hr | 1.4 days | Missed |
| ESC898-101716 | 07 Jul 2026 | Project · excluded | Site offline Network · AB · Head Office | P2 | Closed | — | — | n/a |
| ESC898-101715 | 07 Jul 2026 | Incident | Distribution list change Email · BK · Site 2 | P4 | Closed | 2.50 hr | 2.3 days | Met |
| ESC898-101714 | 06 Jul 2026 | Incident · excluded | Site offline Network · KB · Head Office | P3 | Closed | — | — | n/a |
| ESC898-101713 | 06 Jul 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P1 | Closed | 2.07 hr | 14.2 hr | Met |
| ESC898-101712 | 03 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P2 | Closed | 9.20 hr | 3.1 hr | Missed |
| ESC898-101711 | 03 Jul 2026 | Project · excluded | Printer offline Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ESC898-101710 | 03 Jul 2026 | Planned Install · excluded | Backup job failed Backup · SE · Head Office | 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.