SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 48 records in this selection sit outside that — quotes, projects and planned installs, plus 18 calls billed time and materials. They stay visible for volume context.
Service performance
144 eligible records in this yearAverage first response
6.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
86.5%
19 call(s) over the 8-hour target
First-time fix
70.8%
Where the source records the field
Volume
Contract calls
144
192 calls logged in the period
Off contract
18
£5,628 chargeable
Open / closed
6 / 186
Across the selected period
Data-quality gaps
3
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
144
records
- Telephony18
- Security16
- User admin16
- Network16
- Backup15
- Printing14
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 144 | 6.20 hr | 86.5% | 19 | 48 |
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 | 20 | 3.09 hr | 95% | 1 |
| Anne-Marie Cable | 17 | 4.36 hr | 94% | 1 |
| Stacey Thomas | 15 | 8.67 hr | 79% | 3 |
| Chloe Dempsey | 13 | 10.00 hr | 85% | 2 |
| Barry Ebbs | 13 | 6.15 hr | 77% | 3 |
| (Not recorded) | 13 | 10.22 hr | 83% | 2 |
| Damian Armstrong | 11 | 6.42 hr | 91% | 1 |
| Kelly Gregory | 10 | 11.82 hr | 56% | 4 |
| Phil Jenkins | 8 | 1.76 hr | 100% | 0 |
| Julie Herbert | 7 | 2.51 hr | 86% | 1 |
| Daniel Blacker | 6 | 1.68 hr | 100% | 0 |
| Aiden Higgins | 6 | 2.07 hr | 100% | 0 |
19 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 87.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301199 | Chloe Dempsey | HP ProBook 450 G6 | 2026-03-25 09:23 | 95.37 hr | +87.4 | KB | SharePoint permission request |
| 301305 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-08-13 11:33 | 93.66 hr | +85.7 | TAG | Slow VPN |
| 301289 | Rachael Parkin | Dell Latitude 5440 | 2026-07-24 11:19 | 47.20 hr | +39.2 | TAG | Leaver process |
| 301243 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-05-18 17:10 | 45.65 hr | +37.6 | KB | Wi-Fi dropouts in warehouse |
| 301212 | Barry Ebbs | Samsung Galaxy A54 | 2026-04-07 10:39 | 44.72 hr | +36.7 | TAG | Wi-Fi dropouts in warehouse |
| 301215 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-04-10 12:44 | 44.51 hr | +36.5 | KB | Call quality issue |
| 301196 | Stacey Thomas | Netgear GS724T | 2026-03-23 16:15 | 42.56 hr | +34.6 | KB | Name change request |
| 301308 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-08-14 11:21 | 32.24 hr | +24.2 | BK | Suspicious sign-in review |
| 301251 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-06-05 09:19 | 29.50 hr | +21.5 | ML | Docking station not detected |
| 301284 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-07-17 11:42 | 28.36 hr | +20.4 | KB | Voicemail not delivering |
| 301298 | Stacey Thomas | Ubiquiti U6-Pro | 2026-08-05 09:41 | 27.15 hr | +19.1 | AB | Report not generating |
| 301235 | Kelly Gregory | Samsung Galaxy S23 | 2026-05-11 09:42 | 21.08 hr | +13.1 | SE | Toner replacement |
| 301259 | Kelly Gregory | Apple MacBook Air M2 | 2026-06-17 17:39 | 18.59 hr | +10.6 | BK | Scan to email failing |
| 301230 | Karen Taylor | Apple MacBook Pro 14 | 2026-05-04 17:09 | 18.55 hr | +10.6 | AB | Screen flickering |
| 301239 | (Not recorded) | Apple MacBook Air M2 | 2026-05-13 09:10 | 12.19 hr | +4.2 | ML | Restore request |
| 301248 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-05-29 14:52 | 11.17 hr | +3.2 | ML | Phishing report triage |
| 301148 | Barry Ebbs | Apple MacBook Air M2 | 2026-01-22 11:53 | 11.05 hr | +3.0 | BK | Message quarantined |
| 301211 | Barry Ebbs | Dell Latitude E7470 | 2026-04-07 08:59 | 9.19 hr | +1.2 | ML | MFA reset |
| 301272 | Julie Herbert | Apple MacBook Pro 14 | 2026-07-02 16:47 | 8.36 hr | +0.4 | SE | Scan to email failing |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Hardware | 7 | 06 Jan 2026 – 13 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 5 | 01 Jan 2026 – 22 Jul 2026 |
| Barry Ebbs | Email / Microsoft 365 | 5 | 05 Jan 2026 – 29 Jun 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 5 | 11 Mar 2026 – 11 Aug 2026 |
| Barry Ebbs | User administration | 4 | 07 Jan 2026 – 19 Jun 2026 |
| Damian Armstrong | Telephony | 4 | 12 Jan 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 21 Jan 2026 – 19 Jun 2026 |
| Kelly Gregory | Printing | 4 | 11 Feb 2026 – 17 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | User administration | 5 | 20 Jan 2026 – 16 Aug 2026 |
| Dell Latitude 5440 | Printing | 5 | 11 Feb 2026 – 12 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 22 Jan 2026 – 14 May 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 27 Feb 2026 – 07 Aug 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 4 | 29 May 2026 – 14 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 3 | 19 Jan 2026 – 07 May 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 3 | 11 Feb 2026 – 06 May 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 17 Feb 2026 – 06 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
192 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| FAR705-100605 | 25 Aug 2026 | Incident · excluded | Printer offline Printing · AB · Site 2 | P4 | Closed | — | — | n/a |
| FAR705-100604 | 24 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Site 2 | P2 | Closed | — | — | n/a |
| FAR705-100603 | 20 Aug 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Resolved | — | — | n/a |
| FAR705-100602 | 19 Aug 2026 | Change · excluded | Restore request Backup · BK · Branch | P4 | Closed | — | — | n/a |
| FAR705-100601 | 17 Aug 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 3.58 hr | 7.8 hr | Met |
| FAR705-100600 | 16 Aug 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Resolved | 3.85 hr | 10.1 hr | Met |
| FAR705-100599 | 14 Aug 2026 | Change | Suspicious sign-in review Security · BK · Remote | P3 | Closed | 32.24 hr | 14.4 hr | Missed |
| FAR705-100598 | 14 Aug 2026 | Quote · excluded | Permission change User admin · ML · Site 2 | P4 | In Progress | — | — | n/a |
| FAR705-100597 | 13 Aug 2026 | Service Request | Screen flickering Hardware · BK · Remote | P4 | Closed | 0.22 hr | 17.9 hr | Met |
| FAR705-100596 | 13 Aug 2026 | Incident | Slow VPN Network · TAG · Remote | P3 | Resolved | 93.66 hr | 12.0 hr | Missed |
| FAR705-100595 | 12 Aug 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | 0.85 hr | 2.2 days | Met |
| FAR705-100594 | 11 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 3.26 hr | 3.8 hr | Met |
| FAR705-100593 | 10 Aug 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Head Office | P2 | Resolved | — | — | n/a |
| FAR705-100592 | 07 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Closed | 1.11 hr | 7.2 hr | Met |
| FAR705-100591 | 06 Aug 2026 | Service Request | Docking station not detected Hardware · KB · Remote | P3 | Closed | 0.94 hr | 0.9 hr | Met |
| FAR705-100590 | 06 Aug 2026 | Change | Mailbox delegation Email · BK · Head Office | P3 | Resolved | 0.48 hr | 11.1 hr | Met |
| FAR705-100589 | 05 Aug 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P4 | Closed | 27.15 hr | 2.4 days | Missed |
| FAR705-100588 | 03 Aug 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Closed | 5.04 hr | 5.0 hr | Met |
| FAR705-100587 | 31 Jul 2026 | Incident | New extension setup Telephony · ML · Head Office | P3 | Closed | 1.48 hr | 1.6 days | Met |
| FAR705-100586 | 31 Jul 2026 | Incident | Backup job failed Backup · ML · Remote | P3 | Closed | 5.21 hr | 2.2 days | Met |
| FAR705-100585 | 30 Jul 2026 | Quote · excluded | Toner replacement Printing · ML · Head Office | P3 | In Progress | — | — | n/a |
| FAR705-100584 | 29 Jul 2026 | Quote · excluded | Mailbox delegation Email · KB · Head Office | P4 | Open | — | — | n/a |
| FAR705-100583 | 28 Jul 2026 | Change | Call quality issue Telephony · AB · Head Office | P3 | Closed | 0.17 hr | 1.6 days | Met |
| FAR705-100582 | 28 Jul 2026 | Service Request | New starter setup User admin · SE · Branch | P4 | Closed | 1.34 hr | 15.9 hr | Met |
| FAR705-100581 | 27 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| FAR705-100580 | 24 Jul 2026 | Service Request | Leaver process User admin · TAG · Branch | P3 | Resolved | 47.20 hr | 1.6 days | Missed |
| FAR705-100579 | 23 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 5.98 hr | 2.1 days | Met |
| FAR705-100578 | 22 Jul 2026 | Incident | Site offline Network · AB · Branch | P2 | Closed | 1.86 hr | 2.1 days | Met |
| FAR705-100577 | 21 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 0.16 hr | 10.2 hr | Met |
| FAR705-100576 | 20 Jul 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | 1.23 hr | 1.7 days | Met |
| FAR705-100575 | 17 Jul 2026 | Service Request | Voicemail not delivering Telephony · KB · Remote | P2 | Resolved | 28.36 hr | 2.4 days | Missed |
| FAR705-100574 | 17 Jul 2026 | Quote · excluded | Permission change User admin · BK · Head Office | P4 | In Progress | — | — | n/a |
| FAR705-100573 | 16 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Remote | P1 | Closed | 0.52 hr | 9.1 hr | Met |
| FAR705-100572 | 15 Jul 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Closed | 0.84 hr | 1.1 days | Met |
| FAR705-100571 | 14 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Head Office | P3 | Open | — | — | n/a |
| FAR705-100570 | 13 Jul 2026 | Planned Install · excluded | Restore request Backup · BK · Remote | P4 | Open | — | — | n/a |
| FAR705-100569 | 09 Jul 2026 | Incident | MFA reset Security · ML · Site 2 | P3 | Resolved | 0.24 hr | 8.9 hr | Met |
| FAR705-100568 | 08 Jul 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P1 | Closed | 1.15 hr | 5.5 hr | Met |
| FAR705-100567 | 07 Jul 2026 | Service Request | New starter setup User admin · TAG · Remote | P3 | Closed | 1.00 hr | 1.4 days | Met |
| FAR705-100566 | 07 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 5.94 hr | 2.0 days | Met |
| FAR705-100565 | 06 Jul 2026 | Change | Endpoint alert investigation Security · KB · Remote | P4 | Closed | 1.60 hr | 22.9 hr | Met |
| FAR705-100564 | 03 Jul 2026 | Service Request | Switch port fault Network · BK · Head Office | P1 | Closed | 1.42 hr | 4.9 hr | Met |
| FAR705-100563 | 02 Jul 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 8.36 hr | 1.7 days | Missed |
| FAR705-100562 | 30 Jun 2026 | Change · excluded | New extension setup Telephony · SE · Head Office | P2 | Closed | — | — | n/a |
| FAR705-100561 | 29 Jun 2026 | Change | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | 0.52 hr | 9.0 hr | Met |
| FAR705-100560 | 29 Jun 2026 | Project · excluded | Switch port fault Network · KB · Branch | P4 | Closed | — | — | n/a |
| FAR705-100559 | 26 Jun 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| FAR705-100558 | 25 Jun 2026 | Incident | Mailbox delegation Email · TAG · Site 2 | P1 | Resolved | 6.95 hr | 14.6 hr | Met |
| FAR705-100557 | 24 Jun 2026 | Incident | Slow VPN Network · AB · Head Office | P2 | Closed | 0.78 hr | 2.1 days | Met |
| FAR705-100556 | 23 Jun 2026 | Incident | Handset registration Telephony · TAG · Remote | P3 | Resolved | 3.20 hr | 10.4 hr | Met |
| FAR705-100555 | 22 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Remote | P2 | Closed | 0.86 hr | 1.5 days | Met |
| FAR705-100554 | 22 Jun 2026 | Service Request | Database timeout Line of business app · TAG · Site 2 | P4 | Resolved | 5.01 hr | 20.9 hr | Met |
| FAR705-100553 | 19 Jun 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Closed | 0.82 hr | 20.8 hr | Met |
| FAR705-100552 | 19 Jun 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Closed | 0.47 hr | 1.2 days | Met |
| FAR705-100551 | 18 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 1.28 hr | 1.2 days | Met |
| FAR705-100550 | 17 Jun 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Closed | 18.59 hr | 9.6 hr | Missed |
| FAR705-100549 | 16 Jun 2026 | Incident | Permission change User admin · SE · Remote | P3 | Closed | 0.78 hr | 2.2 days | Met |
| FAR705-100548 | 16 Jun 2026 | Incident | Message quarantined Email · SE · Branch | P4 | Closed | 0.29 hr | 2.5 days | Met |
| FAR705-100547 | 12 Jun 2026 | Service Request | Database timeout Line of business app · BK · Branch | P2 | Closed | 7.48 hr | 2.3 days | Met |
| FAR705-100546 | 11 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Remote | P4 | Closed | 0.93 hr | 0.3 hr | Met |
| FAR705-100545 | 10 Jun 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P3 | Resolved | 1.49 hr | 1.4 days | Met |
| FAR705-100544 | 09 Jun 2026 | Quote · excluded | Name change request User admin · BK · Head Office | P4 | Closed | — | — | n/a |
| FAR705-100543 | 08 Jun 2026 | Service Request | Switch port fault Network · SE · Head Office | P2 | Closed | 0.69 hr | 6.3 hr | Met |
| FAR705-100542 | 05 Jun 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 29.50 hr | 1.9 days | Missed |
| FAR705-100541 | 03 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Closed | 0.77 hr | 2.1 days | Met |
| FAR705-100540 | 02 Jun 2026 | Incident | Restore request Backup · AB · Branch | P2 | Resolved | 1.75 hr | 2.1 days | Met |
| FAR705-100539 | 29 May 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Resolved | 11.17 hr | 1.2 days | Missed |
| FAR705-100538 | 22 May 2026 | Service Request | Backup job failed Backup · BK · Site 2 | P3 | Resolved | 1.34 hr | 5.3 hr | Met |
| FAR705-100537 | 21 May 2026 | Incident | Mailbox delegation Email · ML · Remote | P4 | Closed | 0.87 hr | 1.5 days | Met |
| FAR705-100536 | 20 May 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 1.27 hr | 21.3 hr | Met |
| FAR705-100535 | 19 May 2026 | Service Request · excluded | Scan to email failing Printing · BK · Remote | P1 | Closed | — | — | n/a |
| FAR705-100534 | 18 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Remote | P4 | Closed | 45.65 hr | 1.4 days | Missed |
| FAR705-100533 | 16 May 2026 | Service Request | Retention change Backup · SE · Remote | P3 | Closed | 0.23 hr | 1.4 days | Met |
| FAR705-100532 | 15 May 2026 | Service Request | Screen flickering Hardware · AB · Remote | P3 | Resolved | 3.35 hr | 1.3 days | Met |
| FAR705-100531 | 14 May 2026 | Service Request | Mailbox delegation Email · ML · Site 2 | P3 | Closed | 5.17 hr | 2.2 days | Met |
| FAR705-100530 | 13 May 2026 | Incident | Restore request Backup · ML · Remote | P3 | Closed | 12.19 hr | 21.4 hr | Missed |
| FAR705-100529 | 13 May 2026 | Incident | Message quarantined Email · BK · Head Office | P2 | Resolved | 1.33 hr | 3.6 hr | Met |
| FAR705-100528 | 12 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Site 2 | P4 | Closed | — | — | n/a |
| FAR705-100527 | 11 May 2026 | Incident | New extension setup Telephony · KB · Head Office | P3 | Resolved | 3.91 hr | 8.6 hr | Met |
| FAR705-100526 | 11 May 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Closed | 21.08 hr | 6.8 hr | Missed |
| FAR705-100525 | 08 May 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 4.45 hr | 4.1 hr | Met |
| FAR705-100524 | 07 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Resolved | 0.44 hr | 1.1 days | Met |
| FAR705-100523 | 06 May 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| FAR705-100522 | 06 May 2026 | Service Request | Switch port fault Network · BK · Branch | P3 | Resolved | 4.64 hr | 11.1 hr | Met |
| FAR705-100521 | 04 May 2026 | Incident | Screen flickering Hardware · AB · Remote | P3 | Resolved | 18.55 hr | 1.3 days | Missed |
| FAR705-100520 | 01 May 2026 | Incident | Call quality issue Telephony · SE · Remote | P2 | Closed | 0.18 hr | 1.1 days | Met |
| FAR705-100519 | 29 Apr 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · ML · Remote | P3 | Resolved | — | — | n/a |
| FAR705-100518 | 27 Apr 2026 | Incident | New printer driver rollout Printing · ML · Remote | P2 | Resolved | 0.31 hr | 1.1 days | Met |
| FAR705-100517 | 27 Apr 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 5.75 hr | 1.1 days | Met |
| FAR705-100516 | 23 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| FAR705-100515 | 22 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P4 | Closed | 0.72 hr | 8.2 hr | Met |
| FAR705-100514 | 17 Apr 2026 | Incident | Retention change Backup · ML · Remote | P2 | Resolved | 1.44 hr | 2.0 days | Met |
| FAR705-100513 | 17 Apr 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P2 | Closed | 0.77 hr | 2.3 days | Met |
| FAR705-100512 | 16 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Resolved | 4.17 hr | 10.3 hr | Met |
| FAR705-100511 | 15 Apr 2026 | Incident | Retention change Backup · TAG · Head Office | P4 | Closed | 0.17 hr | 2.4 days | Met |
| FAR705-100510 | 15 Apr 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Resolved | 0.53 hr | 1.0 days | Met |
| FAR705-100509 | 14 Apr 2026 | Service Request | Phishing report triage Security · AB · Remote | P2 | Resolved | 1.28 hr | 2.0 days | Met |
| FAR705-100508 | 13 Apr 2026 | Service Request · excluded | Toner replacement Printing · ML · Head Office | P1 | Closed | — | — | n/a |
| FAR705-100507 | 13 Apr 2026 | Incident | New extension setup Telephony · AB · Remote | P4 | Resolved | 1.10 hr | 12.9 hr | Met |
| FAR705-100506 | 10 Apr 2026 | Service Request | Call quality issue Telephony · KB · Branch | P2 | Resolved | 44.51 hr | 2.1 days | Missed |
| FAR705-100505 | 09 Apr 2026 | Quote · excluded | Restore request Backup · TAG · Branch | P3 | Resolved | — | — | n/a |
| FAR705-100504 | 08 Apr 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| FAR705-100503 | 07 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Resolved | 44.72 hr | 1.6 days | Missed |
| FAR705-100502 | 07 Apr 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Resolved | 9.19 hr | 3.0 hr | Missed |
| FAR705-100501 | 06 Apr 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| FAR705-100500 | 06 Apr 2026 | Planned Install · excluded | Suspicious sign-in review Security · BK · Branch | P2 | Closed | — | — | n/a |
| FAR705-100499 | 03 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Remote | P4 | Closed | 3.65 hr | 13.9 hr | Met |
| FAR705-100498 | 03 Apr 2026 | Incident | Suspicious sign-in review Security · KB · Site 2 | P1 | Closed | 0.23 hr | 14.5 hr | Met |
| FAR705-100497 | 02 Apr 2026 | Incident | Name change request User admin · BK · Branch | P2 | Closed | 1.20 hr | 1.3 days | Met |
| FAR705-100496 | 02 Apr 2026 | Service Request | Call quality issue Telephony · ML · Remote | P3 | Resolved | 0.05 hr | 1.2 days | Met |
| FAR705-100495 | 01 Apr 2026 | Incident | Handset registration Telephony · SE · Head Office | P2 | Closed | 1.51 hr | 2.2 days | Met |
| FAR705-100494 | 31 Mar 2026 | Service Request · excluded | Application crash on launch Line of business app · TAG · Remote | P3 | Resolved | — | — | n/a |
| FAR705-100493 | 30 Mar 2026 | Incident | New printer driver rollout Printing · KB · Remote | P2 | Resolved | 3.00 hr | 1.7 days | Met |
| FAR705-100492 | 27 Mar 2026 | Project · excluded | Spoofed email reported Email · TAG · Head Office | P4 | Closed | — | — | n/a |
| FAR705-100491 | 26 Mar 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Remote | P2 | Resolved | — | — | n/a |
| FAR705-100490 | 25 Mar 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Remote | P2 | Resolved | 95.37 hr | 2.9 hr | Missed |
| FAR705-100489 | 24 Mar 2026 | Planned Install · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| FAR705-100488 | 23 Mar 2026 | Change | Backup job failed Backup · SE · Remote | P3 | Resolved | 0.31 hr | 4.8 hr | Met |
| FAR705-100487 | 23 Mar 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Resolved | 42.56 hr | 1.6 days | Missed |
| FAR705-100486 | 20 Mar 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 6.25 hr | 1.5 days | Met |
| FAR705-100485 | 20 Mar 2026 | Incident | Name change request User admin · TAG · Head Office | P2 | Closed | 1.06 hr | 2.3 days | Met |
| FAR705-100484 | 19 Mar 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.46 hr | 1.0 days | Met |
| FAR705-100483 | 18 Mar 2026 | Quote · excluded | Suspicious sign-in review Security · TAG · Head Office | P2 | Closed | — | — | n/a |
| FAR705-100482 | 18 Mar 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P4 | Resolved | 3.05 hr | 6.3 hr | Met |
| FAR705-100481 | 17 Mar 2026 | Incident · excluded | Distribution list change Email · BK · Head Office | P4 | Closed | — | — | n/a |
| FAR705-100480 | 12 Mar 2026 | Incident | Permission change User admin · TAG · Head Office | P2 | Closed | 0.43 hr | 2.5 days | Met |
| FAR705-100479 | 12 Mar 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Closed | 0.15 hr | 22.2 hr | Met |
| FAR705-100478 | 11 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Closed | 1.61 hr | 1.4 days | Met |
| FAR705-100477 | 10 Mar 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P4 | Resolved | — | — | n/a |
| FAR705-100476 | 09 Mar 2026 | Change | Replacement keyboard Hardware · SE · Branch | P3 | Resolved | 0.57 hr | 16.5 hr | Met |
| FAR705-100475 | 09 Mar 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Resolved | 0.37 hr | 1.4 days | Met |
| FAR705-100474 | 06 Mar 2026 | Incident | Handset registration Telephony · ML · Head Office | P2 | Resolved | 5.80 hr | 1.5 days | Met |
| FAR705-100473 | 05 Mar 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 1.88 hr | 1.5 days | Met |
| FAR705-100472 | 04 Mar 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P2 | Closed | 0.95 hr | 20.7 hr | Met |
| FAR705-100471 | 03 Mar 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Closed | 1.74 hr | 8.1 hr | Met |
| FAR705-100470 | 02 Mar 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Closed | 1.13 hr | 1.6 days | Met |
| FAR705-100469 | 27 Feb 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P3 | Closed | 1.41 hr | 2.1 days | Met |
| FAR705-100468 | 26 Feb 2026 | Incident | New starter setup User admin · TAG · Branch | P4 | Closed | 0.21 hr | 2.3 days | Met |
| FAR705-100467 | 25 Feb 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P2 | Closed | 7.72 hr | 2.5 days | Met |
| FAR705-100466 | 24 Feb 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P2 | Resolved | 0.51 hr | 19.8 hr | Met |
| FAR705-100465 | 24 Feb 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Closed | 0.46 hr | 1.2 days | Met |
| FAR705-100464 | 23 Feb 2026 | Service Request · excluded | Application crash on launch Line of business app · BK · Head Office | P1 | Resolved | — | — | n/a |
| FAR705-100463 | 20 Feb 2026 | Incident | New extension setup Telephony · SE · Remote | P4 | Closed | 1.59 hr | 2.3 days | Met |
| FAR705-100462 | 19 Feb 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Closed | 3.30 hr | 2.4 days | Met |
| FAR705-100461 | 19 Feb 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 1.01 hr | 22.3 hr | Met |
| FAR705-100460 | 18 Feb 2026 | Incident | Backup job failed Backup · SE · Head Office | P2 | Resolved | 1.76 hr | 1.9 days | Met |
| FAR705-100459 | 17 Feb 2026 | Service Request | Message quarantined Email · KB · Remote | P4 | Closed | 1.93 hr | 2.0 days | Met |
| FAR705-100458 | 12 Feb 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Branch | P2 | Closed | — | — | n/a |
| FAR705-100457 | 11 Feb 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 0.17 hr | 1.5 days | Met |
| FAR705-100456 | 11 Feb 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Resolved | 1.03 hr | 11.6 hr | 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.