SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 20 records in this selection sit outside that — quotes, projects and planned installs, plus 8 calls billed time and materials. They stay visible for volume context.
Service performance
66 eligible records in this yearAverage first response
5.0 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
82.8%
11 call(s) over the 8-hour target
First-time fix
67.7%
Where the source records the field
Volume
Contract calls
66
86 calls logged in the period
Off contract
8
£2,215.5 chargeable
Open / closed
3 / 83
Across the selected period
Data-quality gaps
2
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
66
records
- Security9
- Microsoft 3659
- User admin8
- Network8
- Email7
- Line of business app7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 66 | 5.00 hr | 82.8% | 11 | 20 |
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 | 12 | 4.88 hr | 82% | 2 |
| Kelly Gregory | 9 | 6.78 hr | 78% | 2 |
| Anne-Marie Cable | 7 | 8.49 hr | 86% | 1 |
| Julie Herbert | 6 | 3.86 hr | 83% | 1 |
| Aiden Higgins | 6 | 8.13 hr | 50% | 3 |
| (Not recorded) | 5 | 2.20 hr | 100% | 0 |
| Barry Ebbs | 4 | 6.07 hr | 75% | 1 |
| Daniel Blacker | 4 | 4.11 hr | 75% | 1 |
| Damian Armstrong | 4 | 1.87 hr | 100% | 0 |
| Chloe Dempsey | 3 | 3.51 hr | 100% | 0 |
| Stacey Thomas | 3 | 1.39 hr | 100% | 0 |
| Phil Jenkins | 2 | 0.91 hr | 100% | 0 |
11 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 36.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305597 | Anne-Marie Cable | HP t640 | 2026-02-23 12:46 | 44.80 hr | +36.8 | TAG | Wi-Fi dropouts in warehouse |
| 305619 | Kelly Gregory | Apple MacBook Air M2 | 2026-04-21 08:39 | 33.82 hr | +25.8 | BK | Restore request |
| 305644 | Karen Taylor | Dell OptiPlex 7010 | 2026-06-25 15:04 | 25.80 hr | +17.8 | KB | Outlook not syncing |
| 305591 | Barry Ebbs | Dell Latitude E7470 | 2026-01-29 09:57 | 21.28 hr | +13.3 | AB | Outlook not syncing |
| 305621 | Aiden Higgins | HP t640 | 2026-04-24 15:20 | 14.95 hr | +7.0 | BK | Phishing report triage |
| 305610 | Aiden Higgins | Canon imageRUNNER 2630 | 2026-03-27 11:11 | 12.68 hr | +4.7 | KB | Backup capacity review |
| 305657 | Daniel Blacker | HP t640 | 2026-08-04 14:56 | 11.47 hr | +3.5 | SE | Leaver process |
| 305603 | Karen Taylor | Dell Latitude 5440 | 2026-03-12 11:19 | 10.46 hr | +2.5 | AB | Switch port fault |
| 305661 | Aiden Higgins | HP t640 | 2026-08-09 16:12 | 9.78 hr | +1.8 | ML | Wi-Fi dropouts in warehouse |
| 305654 | Julie Herbert | Ruckus R550 | 2026-07-17 17:10 | 9.50 hr | +1.5 | KB | Outlook not syncing |
| 305609 | Kelly Gregory | Dell Latitude E7470 | 2026-03-25 17:51 | 8.79 hr | +0.8 | KB | Suspicious sign-in review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 5 | 16 Jan 2026 – 06 Jul 2026 |
| Kelly Gregory | Backup / restore | 3 | 21 Apr 2026 – 18 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP t640 | Monitoring / server / security | 5 | 23 Feb 2026 – 09 Aug 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 3 | 14 Feb 2026 – 06 Jul 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 3 | 15 Apr 2026 – 24 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 3 | 06 May 2026 – 19 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
86 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| FAI534-100270 | 25 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 5.90 hr | 1.2 days | Met |
| FAI534-100269 | 24 Aug 2026 | Service Request | Switch port fault Network · AB · Site 2 | P3 | In Progress | — | — | n/a |
| FAI534-100268 | 21 Aug 2026 | Planned Install · excluded | Suspicious sign-in review Security · TAG · Head Office | P3 | Open | — | — | n/a |
| FAI534-100267 | 18 Aug 2026 | Service Request | Restore request Backup · KB · Remote | P2 | Resolved | 0.71 hr | 21.6 hr | Met |
| FAI534-100266 | 17 Aug 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 4.57 hr | 2.0 hr | Met |
| FAI534-100265 | 12 Aug 2026 | Project · excluded | Endpoint alert investigation Security · AB · Head Office | P4 | In Progress | — | — | n/a |
| FAI534-100264 | 09 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Remote | P3 | Resolved | 9.78 hr | 2.3 days | Missed |
| FAI534-100263 | 07 Aug 2026 | Service Request | New starter setup User admin · AB · Branch | P3 | Closed | — | — | n/a |
| FAI534-100262 | 06 Aug 2026 | Incident · excluded | New printer driver rollout Printing · AB · Branch | P2 | Resolved | — | — | n/a |
| FAI534-100261 | 05 Aug 2026 | Incident · excluded | Mailbox delegation Email · TAG · Remote | P1 | Resolved | — | — | n/a |
| FAI534-100260 | 04 Aug 2026 | Change | Leaver process User admin · SE · Head Office | P3 | Closed | 11.47 hr | 20.0 hr | Missed |
| FAI534-100259 | 03 Aug 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 4.29 hr | 8.2 hr | Met |
| FAI534-100258 | 24 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P2 | Closed | 1.05 hr | 1.1 days | Met |
| FAI534-100257 | 17 Jul 2026 | Change | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Resolved | 9.50 hr | 1.2 days | Missed |
| FAI534-100256 | 16 Jul 2026 | Change | Slow VPN Network · SE · Head Office | P3 | Closed | 0.68 hr | 10.7 hr | Met |
| FAI534-100255 | 15 Jul 2026 | Incident | MFA reset Security · ML · Head Office | P2 | Resolved | 5.32 hr | 2.1 days | Met |
| FAI534-100254 | 13 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Branch | P2 | Closed | 1.35 hr | 10.9 hr | Met |
| FAI534-100253 | 10 Jul 2026 | Service Request · excluded | Backup job failed Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| FAI534-100252 | 08 Jul 2026 | Project · excluded | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| FAI534-100251 | 06 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 1.04 hr | 22.5 hr | Met |
| FAI534-100250 | 05 Jul 2026 | Incident · excluded | Mailbox delegation Email · TAG · Branch | P3 | Closed | — | — | n/a |
| FAI534-100249 | 29 Jun 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | 5.42 hr | 1.9 days | Met |
| FAI534-100248 | 26 Jun 2026 | Service Request | Slow VPN Network · ML · Branch | P4 | Closed | 3.24 hr | 12.1 hr | Met |
| FAI534-100247 | 25 Jun 2026 | Change | Outlook not syncing Microsoft 365 · KB · Remote | P4 | Resolved | 25.80 hr | 1.0 days | Missed |
| FAI534-100246 | 24 Jun 2026 | Service Request · excluded | Message quarantined Email · TAG · Branch | P4 | Closed | — | — | n/a |
| FAI534-100245 | 23 Jun 2026 | Incident | Backup job failed Backup · BK · Head Office | P1 | Closed | 1.40 hr | 10.9 hr | Met |
| FAI534-100244 | 19 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Closed | 5.52 hr | 1.6 days | Met |
| FAI534-100243 | 17 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P2 | Resolved | 1.03 hr | 10.5 hr | Met |
| FAI534-100242 | 12 Jun 2026 | Project · excluded | Toner replacement Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| FAI534-100241 | 11 Jun 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 1.01 hr | 1.5 days | Met |
| FAI534-100240 | 04 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P3 | Closed | 2.07 hr | 7.8 hr | Met |
| FAI534-100239 | 03 Jun 2026 | Service Request | Database timeout Line of business app · TAG · Branch | P2 | Resolved | 0.59 hr | 11.3 hr | Met |
| FAI534-100238 | 02 Jun 2026 | Service Request | New starter setup User admin · ML · Head Office | P4 | Resolved | 2.73 hr | 5.1 hr | Met |
| FAI534-100237 | 30 May 2026 | Incident | Call quality issue Telephony · SE · Head Office | P3 | Closed | 0.86 hr | 1.6 days | Met |
| FAI534-100236 | 28 May 2026 | Planned Install · excluded | Backup job failed Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| FAI534-100235 | 21 May 2026 | Incident | Phishing report triage Security · TAG · Head Office | P2 | Resolved | 0.87 hr | 2.0 days | Met |
| FAI534-100234 | 19 May 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Closed | 1.08 hr | 2.5 days | Met |
| FAI534-100233 | 17 May 2026 | Incident | New printer driver rollout Printing · AB · Site 2 | P4 | Closed | 0.59 hr | 2.2 days | Met |
| FAI534-100232 | 15 May 2026 | Change | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 4.96 hr | 1.1 days | Met |
| FAI534-100231 | 11 May 2026 | Incident | Mailbox delegation Email · BK · Site 2 | P3 | Closed | 0.29 hr | 2.1 days | Met |
| FAI534-100230 | 06 May 2026 | Change | Distribution list change Email · SE · Head Office | P3 | Closed | 2.02 hr | 2.1 days | Met |
| FAI534-100229 | 05 May 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.25 hr | 2.0 days | Met |
| FAI534-100228 | 01 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.81 hr | 1.1 days | Met |
| FAI534-100227 | 30 Apr 2026 | Incident | Database timeout Line of business app · ML · Branch | P4 | Resolved | 0.99 hr | 1.2 days | Met |
| FAI534-100226 | 29 Apr 2026 | Service Request | Database timeout Line of business app · SE · Branch | P3 | Resolved | 3.71 hr | 22.2 hr | Met |
| FAI534-100225 | 28 Apr 2026 | Incident | Report not generating Line of business app · SE · Site 2 | P4 | Closed | 0.08 hr | 2.1 days | Met |
| FAI534-100224 | 24 Apr 2026 | Incident | Phishing report triage Security · BK · Branch | P2 | Resolved | 14.95 hr | 2.4 days | Missed |
| FAI534-100223 | 22 Apr 2026 | Quote · excluded | Docking station not detected Hardware · ML · Branch | P3 | Resolved | — | — | n/a |
| FAI534-100222 | 21 Apr 2026 | Service Request | Restore request Backup · BK · Head Office | P4 | Closed | 33.82 hr | 18.0 hr | Missed |
| FAI534-100221 | 20 Apr 2026 | Change | New starter setup User admin · KB · Site 2 | P3 | Resolved | 4.65 hr | 18.3 hr | Met |
| FAI534-100220 | 15 Apr 2026 | Service Request | Phishing report triage Security · SE · Remote | P4 | Resolved | 7.45 hr | 1.7 days | Met |
| FAI534-100219 | 09 Apr 2026 | Incident | Permission change User admin · BK · Branch | P4 | Resolved | 0.25 hr | 1.9 days | Met |
| FAI534-100218 | 08 Apr 2026 | Incident | Suspicious sign-in review Security · ML · Site 2 | P4 | Closed | 0.13 hr | 2.2 days | Met |
| FAI534-100217 | 06 Apr 2026 | Service Request | Suspicious sign-in review Security · KB · Remote | P4 | Closed | 0.92 hr | 1.4 days | Met |
| FAI534-100216 | 05 Apr 2026 | Change | New extension setup Telephony · KB · Head Office | P4 | Resolved | 0.85 hr | 2.1 days | Met |
| FAI534-100215 | 02 Apr 2026 | Service Request | Backup job failed Backup · ML · Site 2 | P3 | Closed | 1.44 hr | 1.3 days | Met |
| FAI534-100214 | 01 Apr 2026 | Incident · excluded | Slow VPN Network · AB · Remote | P4 | Closed | — | — | n/a |
| FAI534-100213 | 27 Mar 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 12.68 hr | 1.8 days | Missed |
| FAI534-100212 | 25 Mar 2026 | Incident | Suspicious sign-in review Security · KB · Site 2 | P4 | Resolved | 8.79 hr | 2.2 days | Missed |
| FAI534-100211 | 24 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P4 | Resolved | 3.44 hr | 4.1 hr | Met |
| FAI534-100210 | 23 Mar 2026 | Incident | Handset registration Telephony · ML · Branch | P4 | Resolved | 0.89 hr | 1.0 days | Met |
| FAI534-100209 | 20 Mar 2026 | Service Request | Message quarantined Email · ML · Head Office | P2 | Resolved | 0.31 hr | 1.2 hr | Met |
| FAI534-100208 | 18 Mar 2026 | Quote · excluded | Handset registration Telephony · AB · Branch | P3 | Closed | — | — | n/a |
| FAI534-100207 | 17 Mar 2026 | Incident · excluded | Scan to email failing Printing · SE · Branch | P3 | Closed | — | — | n/a |
| FAI534-100206 | 12 Mar 2026 | Incident | Switch port fault Network · AB · Branch | P3 | Closed | 10.46 hr | 10.3 hr | Missed |
| FAI534-100205 | 11 Mar 2026 | Quote · excluded | Phishing report triage Security · KB · Head Office | P4 | Closed | — | — | n/a |
| FAI534-100204 | 10 Mar 2026 | Incident · excluded | Toner replacement Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| FAI534-100203 | 09 Mar 2026 | Quote · excluded | Phishing report triage Security · KB · Remote | P3 | Closed | — | — | n/a |
| FAI534-100202 | 27 Feb 2026 | Quote · excluded | Backup capacity review Backup · AB · Head Office | P1 | Resolved | — | — | n/a |
| FAI534-100201 | 24 Feb 2026 | Service Request | New printer driver rollout Printing · TAG · Site 2 | P2 | Resolved | 0.74 hr | 1.7 days | Met |
| FAI534-100200 | 23 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Resolved | 44.80 hr | 7.9 hr | Missed |
| FAI534-100199 | 20 Feb 2026 | Service Request | Name change request User admin · SE · Head Office | P3 | Resolved | 5.88 hr | 2.5 days | Met |
| FAI534-100198 | 19 Feb 2026 | Quote · excluded | Distribution list change Email · TAG · Head Office | P4 | Closed | — | — | n/a |
| FAI534-100197 | 16 Feb 2026 | Incident | Call quality issue Telephony · SE · Branch | P2 | Closed | 1.09 hr | 1.2 days | Met |
| FAI534-100196 | 14 Feb 2026 | Service Request | Message quarantined Email · ML · Remote | P3 | Resolved | 1.41 hr | 22.2 hr | Met |
| FAI534-100195 | 13 Feb 2026 | Change | Replacement keyboard Hardware · SE · Branch | P2 | Closed | 4.46 hr | 1.4 days | Met |
| FAI534-100194 | 29 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | 21.28 hr | 2.4 hr | Missed |
| FAI534-100193 | 26 Jan 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 1.47 hr | 2.1 days | Met |
| FAI534-100192 | 23 Jan 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | 1.83 hr | 1.7 days | Met |
| FAI534-100191 | 22 Jan 2026 | Incident | Screen flickering Hardware · SE · Head Office | P3 | Resolved | 5.52 hr | 7.0 hr | Met |
| FAI534-100190 | 21 Jan 2026 | Change | Phishing report triage Security · ML · Head Office | P4 | Closed | 0.46 hr | 10.3 hr | Met |
| FAI534-100189 | 16 Jan 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Resolved | 1.25 hr | 2.4 days | Met |
| FAI534-100188 | 13 Jan 2026 | Project · excluded | Docking station not detected Hardware · AB · Remote | P3 | Closed | — | — | n/a |
| FAI534-100187 | 07 Jan 2026 | Incident | Name change request User admin · SE · Remote | P2 | Resolved | 1.98 hr | 1.1 days | Met |
| FAI534-100186 | 06 Jan 2026 | Change | Endpoint alert investigation Security · ML · Remote | P3 | Resolved | 4.38 hr | 12.9 hr | Met |
| FAI534-100185 | 02 Jan 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 1.22 hr | 1.3 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.