SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 103 records in this selection sit outside that — quotes, projects and planned installs, plus 38 calls billed time and materials. They stay visible for volume context.
Service performance
351 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
86.2%
47 call(s) over the 8-hour target
First-time fix
72.9%
Where the source records the field
Volume
Contract calls
351
454 calls logged in the period
Off contract
38
£14,110.5 chargeable
Open / closed
10 / 444
Across the selected period
Data-quality gaps
10
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
351
records
- User admin51
- Printing40
- Hardware39
- Network35
- Microsoft 36535
- Security34
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 351 | 5.72 hr | 86.2% | 47 | 103 |
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 | 48 | 6.95 hr | 88% | 6 |
| Kelly Gregory | 40 | 3.69 hr | 92% | 3 |
| Barry Ebbs | 36 | 4.22 hr | 88% | 4 |
| Anne-Marie Cable | 35 | 9.37 hr | 85% | 5 |
| Stacey Thomas | 33 | 6.57 hr | 87% | 4 |
| Daniel Blacker | 28 | 7.01 hr | 85% | 4 |
| Damian Armstrong | 27 | 5.71 hr | 85% | 4 |
| Phil Jenkins | 24 | 3.78 hr | 83% | 4 |
| Julie Herbert | 23 | 3.84 hr | 86% | 3 |
| Chloe Dempsey | 16 | 8.90 hr | 69% | 5 |
| Aiden Higgins | 14 | 2.69 hr | 86% | 2 |
| (Not recorded) | 14 | 3.46 hr | 86% | 2 |
47 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 140.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304870 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-08-19 09:23 | 148.51 hr | +140.5 | SE | SharePoint permission request |
| 304828 | Karen Taylor | Lenovo ThinkPad T14 | 2026-07-27 17:18 | 143.78 hr | +135.8 | KB | Teams sign-in loop |
| 304631 | Stacey Thomas | Apple MacBook Air M2 | 2026-04-15 09:27 | 117.21 hr | +109.2 | ML | Suspicious sign-in review |
| 304775 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-06-29 14:03 | 75.70 hr | +67.7 | SE | Permission change |
| 304731 | Daniel Blacker | HP EliteBook 840 G9 | 2026-06-04 15:42 | 67.76 hr | +59.8 | BK | Scan to email failing |
| 304823 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-07-24 14:59 | 47.59 hr | +39.6 | SE | Screen flickering |
| 304854 | Barry Ebbs | Apple MacBook Air M2 | 2026-08-11 10:55 | 47.09 hr | +39.1 | SE | Retention change |
| 304726 | Damian Armstrong | Dell OptiPlex 3050 | 2026-05-30 10:24 | 46.33 hr | +38.3 | TAG | Voicemail not delivering |
| 304654 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-04-28 17:20 | 44.45 hr | +36.5 | TAG | Name change request |
| 304857 | Rachael Parkin | Samsung Galaxy A54 | 2026-08-12 17:39 | 44.41 hr | +36.4 | TAG | Site offline |
| 304745 | Daniel Blacker | HP EliteBook 840 G9 | 2026-06-12 10:49 | 44.39 hr | +36.4 | TAG | Endpoint alert investigation |
| 304456 | Kelly Gregory | HP ProDesk 400 G7 | 2026-01-20 11:30 | 37.58 hr | +29.6 | BK | Report not generating |
| 304481 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-02-02 13:07 | 33.21 hr | +25.2 | AB | Voicemail not delivering |
| 304861 | Daniel Blacker | Dell Latitude 5440 | 2026-08-14 09:38 | 32.67 hr | +24.7 | KB | Restore request |
| 304605 | Barry Ebbs | Dell Latitude E7470 | 2026-04-03 13:24 | 28.87 hr | +20.9 | AB | Toner replacement |
| 304776 | Stacey Thomas | Brother MFC-L8690 | 2026-06-30 10:15 | 27.00 hr | +19.0 | ML | Docking station not detected |
| 304543 | Phil Jenkins | HP EliteBook 840 G9 | 2026-03-03 09:45 | 26.99 hr | +19.0 | AB | Report not generating |
| 304677 | Anne-Marie Cable | Dell Latitude 7420 | 2026-05-08 14:33 | 25.04 hr | +17.0 | SE | Docking station not detected |
| 304425 | Karen Taylor | Dell Latitude 7420 | 2026-01-02 17:38 | 23.28 hr | +15.3 | ML | Laptop will not boot |
| 304863 | Julie Herbert | Lenovo ThinkPad T14 | 2026-08-17 11:10 | 22.36 hr | +14.4 | TAG | Laptop will not boot |
| 304535 | Phil Jenkins | Dell OptiPlex 3050 | 2026-02-25 09:22 | 19.53 hr | +11.5 | SE | New printer driver rollout |
| 304444 | Damian Armstrong | Apple MacBook Air M2 | 2026-01-14 08:28 | 19.45 hr | +11.4 | TAG | Site offline |
| 304691 | Julie Herbert | Lenovo ThinkPad T14 | 2026-05-15 10:49 | 17.72 hr | +9.7 | SE | Outlook not syncing |
| 304513 | Karen Taylor | Lenovo ThinkPad T14 | 2026-02-17 08:13 | 15.83 hr | +7.8 | KB | Phishing report triage |
| 304836 | Stacey Thomas | Samsung Galaxy S23 | 2026-07-29 16:19 | 14.83 hr | +6.8 | AB | Distribution list change |
| 304841 | Karen Taylor | Lenovo ThinkPad T14 | 2026-08-03 13:08 | 14.22 hr | +6.2 | AB | Message quarantined |
| 304448 | (Not recorded) | Lenovo ThinkPad T14 | 2026-01-16 16:27 | 13.59 hr | +5.6 | KB | Permission change |
| 304574 | Julie Herbert | Apple MacBook Air M2 | 2026-03-13 08:08 | 12.00 hr | +4.0 | KB | New printer driver rollout |
| 304724 | Kelly Gregory | Apple MacBook Pro 14 | 2026-05-30 15:07 | 11.88 hr | +3.9 | TAG | Phishing report triage |
| 304538 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-02-26 16:15 | 11.62 hr | +3.6 | AB | Permission change |
| 304806 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-07-14 16:19 | 11.42 hr | +3.4 | SE | Endpoint alert investigation |
| 304867 | Damian Armstrong | Apple MacBook Pro 14 | 2026-08-19 14:49 | 11.35 hr | +3.4 | SE | Replacement keyboard |
| 304541 | Barry Ebbs | Dell OptiPlex 7010 | 2026-03-02 15:13 | 11.25 hr | +3.3 | KB | Permission change |
| 304835 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-07-29 12:43 | 11.03 hr | +3.0 | BK | Application crash on launch |
| 304837 | Karen Taylor | Dell Latitude 5440 | 2026-07-30 12:33 | 10.81 hr | +2.8 | SE | Retention change |
| 304434 | (Not recorded) | Dell Latitude 5440 | 2026-01-08 15:07 | 10.74 hr | +2.7 | KB | Voicemail not delivering |
| 304820 | Damian Armstrong | Samsung Galaxy A54 | 2026-07-23 14:05 | 10.72 hr | +2.7 | SE | MFA reset |
| 304503 | Phil Jenkins | Apple MacBook Pro 14 | 2026-02-13 15:40 | 10.49 hr | +2.5 | KB | Scan to email failing |
| 304597 | Phil Jenkins | Aruba AP-515 | 2026-03-30 10:31 | 10.05 hr | +2.0 | ML | New starter setup |
| 304855 | Barry Ebbs | Dell Latitude 7420 | 2026-08-11 15:00 | 10.00 hr | +2.0 | SE | SharePoint permission request |
| 304465 | Kelly Gregory | Dell Latitude E7470 | 2026-01-23 16:11 | 9.64 hr | +1.6 | KB | New extension setup |
| 304441 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-01-12 09:03 | 9.29 hr | +1.3 | BK | Mailbox delegation |
| 304557 | Daniel Blacker | Samsung Galaxy S23 | 2026-03-06 10:47 | 9.27 hr | +1.3 | TAG | Teams sign-in loop |
| 304671 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-05-05 09:49 | 9.13 hr | +1.1 | BK | Report not generating |
| 304767 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-06-24 09:39 | 8.80 hr | +0.8 | TAG | Toner replacement |
| 304869 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-08-19 15:43 | 8.78 hr | +0.8 | KB | Switch port fault |
| 304667 | Stacey Thomas | HP ProBook 450 G6 | 2026-05-03 15:31 | 8.49 hr | +0.5 | SE | Message quarantined |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 14 | 07 Jan 2026 – 03 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 11 | 16 Jan 2026 – 03 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 10 | 19 Jan 2026 – 05 Aug 2026 |
| Karen Taylor | User administration | 10 | 28 Jan 2026 – 13 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 9 | 06 Feb 2026 – 19 Aug 2026 |
| Barry Ebbs | Monitoring / server / security | 9 | 16 Feb 2026 – 20 Jul 2026 |
| Kelly Gregory | Printing | 9 | 14 Apr 2026 – 25 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 8 | 15 Jan 2026 – 10 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 10 | 12 Jan 2026 – 10 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 9 | 14 Jan 2026 – 15 Jul 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 6 | 19 Jan 2026 – 20 May 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 6 | 22 Jan 2026 – 29 Jul 2026 |
| Apple iPhone 14 | Email / Microsoft 365 | 6 | 28 Jan 2026 – 03 Aug 2026 |
| Apple MacBook Pro 14 | User administration | 6 | 29 Jan 2026 – 10 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 6 | 23 Feb 2026 – 23 Jun 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 6 | 24 Feb 2026 – 12 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
454 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| FAR813-101434 | 25 Aug 2026 | Incident · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Open | — | — | n/a |
| FAR813-101433 | 25 Aug 2026 | Incident | Scan to email failing Printing · ML · Head Office | P3 | Open | — | — | n/a |
| FAR813-101432 | 24 Aug 2026 | Service Request | Handset registration Telephony · AB · Head Office | P3 | Resolved | 1.40 hr | 1.7 days | Met |
| FAR813-101431 | 21 Aug 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 0.69 hr | 8.2 hr | Met |
| FAR813-101430 | 20 Aug 2026 | Service Request | Restore request Backup · AB · Branch | P3 | Closed | 0.10 hr | 2.0 days | Met |
| FAR813-101429 | 19 Aug 2026 | Change | SharePoint permission request Microsoft 365 · SE · Head Office | P2 | Resolved | 148.51 hr | 1.8 days | Missed |
| FAR813-101428 | 19 Aug 2026 | Service Request | Switch port fault Network · KB · Head Office | P3 | Resolved | 8.78 hr | 1.3 days | Missed |
| FAR813-101427 | 19 Aug 2026 | Change | Printer offline Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| FAR813-101426 | 19 Aug 2026 | Incident | Replacement keyboard Hardware · SE · Remote | P2 | Closed | 11.35 hr | 1.0 days | Missed |
| FAR813-101425 | 18 Aug 2026 | Service Request | Call quality issue Telephony · BK · Branch | P1 | Closed | 1.62 hr | 8.1 hr | Met |
| FAR813-101424 | 18 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Resolved | 3.13 hr | 3.5 hr | Met |
| FAR813-101423 | 18 Aug 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Resolved | 1.09 hr | 1.9 hr | Met |
| FAR813-101422 | 17 Aug 2026 | Change | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 22.36 hr | 18.3 hr | Missed |
| FAR813-101421 | 14 Aug 2026 | Change | Report not generating Line of business app · ML · Head Office | P4 | Resolved | 2.19 hr | 15.9 hr | Met |
| FAR813-101420 | 14 Aug 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Closed | 32.67 hr | 1.6 days | Missed |
| FAR813-101419 | 14 Aug 2026 | Incident | Laptop will not boot Hardware · AB · Remote | P4 | Closed | 0.23 hr | 4.7 hr | Met |
| FAR813-101418 | 14 Aug 2026 | Service Request | Message quarantined Email · TAG · Head Office | P2 | Closed | 1.32 hr | 8.9 hr | Met |
| FAR813-101417 | 13 Aug 2026 | Incident · excluded | Endpoint alert investigation Security · SE · Branch | P2 | Resolved | — | — | n/a |
| FAR813-101416 | 12 Aug 2026 | Service Request | Site offline Network · TAG · Branch | P3 | Closed | 44.41 hr | 1.0 days | Missed |
| FAR813-101415 | 12 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P4 | Closed | 0.83 hr | 11.8 hr | Met |
| FAR813-101414 | 11 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Remote | P4 | Closed | 10.00 hr | 4.7 hr | Missed |
| FAR813-101413 | 11 Aug 2026 | Incident | Retention change Backup · SE · Head Office | P2 | Closed | 47.09 hr | 17.7 hr | Missed |
| FAR813-101412 | 10 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | 1.37 hr | 1.3 days | Met |
| FAR813-101411 | 07 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Branch | P4 | Closed | 4.12 hr | 1.3 days | Met |
| FAR813-101410 | 07 Aug 2026 | Service Request | Scan to email failing Printing · KB · Branch | P4 | Resolved | 3.84 hr | 2.4 days | Met |
| FAR813-101409 | 07 Aug 2026 | Service Request | Handset registration Telephony · TAG · Remote | P4 | Resolved | 5.09 hr | 1.3 days | Met |
| FAR813-101408 | 06 Aug 2026 | Incident | Mailbox delegation Email · TAG · Remote | P3 | Closed | 5.98 hr | 2.4 days | Met |
| FAR813-101407 | 06 Aug 2026 | Incident | Distribution list change Email · ML · Branch | P4 | Resolved | 1.22 hr | 2.2 days | Met |
| FAR813-101406 | 05 Aug 2026 | Service Request | Switch port fault Network · TAG · Remote | P3 | Resolved | 1.40 hr | 1.1 days | Met |
| FAR813-101405 | 05 Aug 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 0.80 hr | 2.4 days | Met |
| FAR813-101404 | 04 Aug 2026 | Incident | New printer driver rollout Printing · BK · Branch | P3 | Closed | 3.68 hr | 1.9 days | Met |
| FAR813-101403 | 04 Aug 2026 | Project · excluded | Licence renewal Line of business app · AB · Branch | P3 | Resolved | — | — | n/a |
| FAR813-101402 | 03 Aug 2026 | Incident | Backup capacity review Backup · KB · Remote | P1 | Resolved | 0.09 hr | 14.3 hr | Met |
| FAR813-101401 | 03 Aug 2026 | Quote · excluded | Site offline Network · KB · Branch | P3 | Open | — | — | n/a |
| FAR813-101400 | 03 Aug 2026 | Service Request | Message quarantined Email · AB · Branch | P4 | Resolved | 14.22 hr | 9.7 hr | Missed |
| FAR813-101399 | 03 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Resolved | 0.28 hr | 2.5 days | Met |
| FAR813-101398 | 31 Jul 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P2 | Closed | 7.10 hr | 1.8 days | Met |
| FAR813-101397 | 30 Jul 2026 | Quote · excluded | Scan to email failing Printing · KB · Remote | P2 | Open | — | — | n/a |
| FAR813-101396 | 30 Jul 2026 | Incident | Retention change Backup · SE · Head Office | P2 | Closed | 10.81 hr | 19.9 hr | Missed |
| FAR813-101395 | 29 Jul 2026 | Service Request | Distribution list change Email · AB · Remote | P2 | Resolved | 14.83 hr | 1.4 days | Missed |
| FAR813-101394 | 29 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Remote | P3 | Closed | 11.03 hr | 2.2 days | Missed |
| FAR813-101393 | 29 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Resolved | 5.90 hr | 2.4 days | Met |
| FAR813-101392 | 29 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P1 | Open | — | — | n/a |
| FAR813-101391 | 28 Jul 2026 | Change | Slow VPN Network · AB · Site 2 | P3 | Closed | 2.46 hr | 2.0 days | Met |
| FAR813-101390 | 28 Jul 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 0.37 hr | 1.4 days | Met |
| FAR813-101389 | 28 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Resolved | 0.34 hr | 22.3 hr | Met |
| FAR813-101388 | 28 Jul 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P4 | Resolved | 0.96 hr | 22.6 hr | Met |
| FAR813-101387 | 27 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P4 | Resolved | 143.78 hr | 1.0 days | Missed |
| FAR813-101386 | 27 Jul 2026 | Service Request | Printer offline Printing · SE · Remote | P3 | Closed | 0.61 hr | 2.4 days | Met |
| FAR813-101385 | 27 Jul 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | In Progress | — | — | n/a |
| FAR813-101384 | 24 Jul 2026 | Service Request | Call quality issue Telephony · KB · Remote | P4 | Resolved | 7.00 hr | 22.3 hr | Met |
| FAR813-101383 | 24 Jul 2026 | Quote · excluded | New extension setup Telephony · SE · Branch | P4 | Open | — | — | n/a |
| FAR813-101382 | 24 Jul 2026 | Incident | Screen flickering Hardware · SE · Head Office | P2 | Resolved | 47.59 hr | 1.6 days | Missed |
| FAR813-101381 | 24 Jul 2026 | Project · excluded | Scan to email failing Printing · BK · Remote | P3 | In Progress | — | — | n/a |
| FAR813-101380 | 23 Jul 2026 | Project · excluded | MFA reset Security · BK · Branch | P3 | Open | — | — | n/a |
| FAR813-101379 | 23 Jul 2026 | Incident | MFA reset Security · SE · Remote | P4 | Resolved | 10.72 hr | 1.0 days | Missed |
| FAR813-101378 | 22 Jul 2026 | Incident | Endpoint alert investigation Security · KB · Site 2 | P4 | Closed | 1.13 hr | 2.0 days | Met |
| FAR813-101377 | 22 Jul 2026 | Planned Install · excluded | Report not generating Line of business app · ML · Site 2 | P3 | Closed | — | — | n/a |
| FAR813-101376 | 21 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Closed | 3.14 hr | 1.1 days | Met |
| FAR813-101375 | 20 Jul 2026 | Service Request | Docking station not detected Hardware · BK · Branch | P3 | Resolved | 2.54 hr | 2.5 days | Met |
| FAR813-101374 | 20 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P1 | Resolved | 0.13 hr | 16.6 hr | Met |
| FAR813-101373 | 20 Jul 2026 | Incident | Site offline Network · BK · Head Office | P3 | Closed | 4.84 hr | 2.4 days | Met |
| FAR813-101372 | 20 Jul 2026 | Incident | Handset registration Telephony · KB · Remote | P3 | Resolved | 0.30 hr | 1.9 days | Met |
| FAR813-101371 | 17 Jul 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| FAR813-101370 | 16 Jul 2026 | Change | Message quarantined Email · AB · Remote | P3 | Closed | 2.26 hr | 2.1 days | Met |
| FAR813-101369 | 15 Jul 2026 | Service Request | Slow VPN Network · ML · Head Office | P2 | Closed | 1.28 hr | 12.4 hr | Met |
| FAR813-101368 | 15 Jul 2026 | Change | New starter setup User admin · ML · Branch | P2 | Resolved | 1.24 hr | 1.4 days | Met |
| FAR813-101367 | 15 Jul 2026 | Incident | Name change request User admin · AB · Remote | P2 | Closed | 3.24 hr | 10.5 hr | Met |
| FAR813-101366 | 15 Jul 2026 | Incident | New extension setup Telephony · TAG · Site 2 | P3 | Closed | 1.50 hr | 6.9 hr | Met |
| FAR813-101365 | 14 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Resolved | 11.42 hr | 12.7 hr | Missed |
| FAR813-101364 | 13 Jul 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 0.63 hr | 1.3 days | Met |
| FAR813-101363 | 13 Jul 2026 | Incident | Permission change User admin · BK · Remote | P3 | Closed | 0.34 hr | 1.9 days | Met |
| FAR813-101362 | 13 Jul 2026 | Planned Install · excluded | Backup job failed Backup · AB · Head Office | P3 | Open | — | — | n/a |
| FAR813-101361 | 13 Jul 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Resolved | 3.73 hr | 1.6 days | Met |
| FAR813-101360 | 10 Jul 2026 | Service Request | Permission change User admin · SE · Head Office | P3 | Resolved | 0.07 hr | 0.8 hr | Met |
| FAR813-101359 | 10 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Closed | 5.09 hr | 15.3 hr | Met |
| FAR813-101358 | 10 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · BK · Remote | P4 | Closed | — | — | n/a |
| FAR813-101357 | 10 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P4 | Closed | 3.27 hr | 2.0 days | Met |
| FAR813-101356 | 09 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 1.01 hr | 2.5 days | Met |
| FAR813-101355 | 08 Jul 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P2 | Resolved | 1.35 hr | 1.8 days | Met |
| FAR813-101354 | 08 Jul 2026 | Project · excluded | Message quarantined Email · TAG · Branch | P2 | Closed | — | — | n/a |
| FAR813-101353 | 08 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Remote | P3 | Resolved | 1.35 hr | 2.0 days | Met |
| FAR813-101352 | 07 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | — | — | n/a |
| FAR813-101351 | 07 Jul 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Resolved | 0.09 hr | 2.4 hr | Met |
| FAR813-101350 | 07 Jul 2026 | Quote · excluded | Printer offline Printing · KB · Site 2 | P3 | Closed | — | — | n/a |
| FAR813-101349 | 07 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Site 2 | P3 | Resolved | 3.11 hr | 2.2 days | Met |
| FAR813-101348 | 06 Jul 2026 | Service Request | Mailbox delegation Email · KB · Head Office | P3 | Closed | 5.30 hr | 1.3 days | Met |
| FAR813-101347 | 06 Jul 2026 | Service Request · excluded | Name change request User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| FAR813-101346 | 03 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Branch | P4 | Closed | 0.71 hr | 2.1 days | Met |
| FAR813-101345 | 03 Jul 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | 0.05 hr | 1.7 days | Met |
| FAR813-101344 | 03 Jul 2026 | Service Request | Slow VPN Network · SE · Branch | P2 | Resolved | 0.39 hr | 1.9 days | Met |
| FAR813-101343 | 03 Jul 2026 | Service Request | New extension setup Telephony · BK · Remote | P4 | Closed | 4.89 hr | 2.4 days | Met |
| FAR813-101342 | 03 Jul 2026 | Project · excluded | New starter setup User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| FAR813-101341 | 02 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Site 2 | P3 | Closed | 1.15 hr | 2.4 days | Met |
| FAR813-101340 | 02 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 4.14 hr | 2.0 days | Met |
| FAR813-101339 | 02 Jul 2026 | Incident | Screen flickering Hardware · ML · Branch | P4 | Closed | 0.53 hr | 1.8 days | Met |
| FAR813-101338 | 02 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 4.39 hr | 2.0 days | Met |
| FAR813-101337 | 01 Jul 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P2 | Closed | 7.55 hr | 17.7 hr | Met |
| FAR813-101336 | 01 Jul 2026 | Service Request | Message quarantined Email · KB · Remote | P3 | Closed | 0.31 hr | 0.4 hr | Met |
| FAR813-101335 | 30 Jun 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | 27.00 hr | 1.5 days | Missed |
| FAR813-101334 | 29 Jun 2026 | Service Request | Permission change User admin · SE · Remote | P2 | Resolved | 75.70 hr | 11.3 hr | Missed |
| FAR813-101333 | 29 Jun 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Closed | 0.73 hr | 1.3 days | Met |
| FAR813-101332 | 29 Jun 2026 | Incident | Handset registration Telephony · BK · Remote | P4 | Resolved | 0.45 hr | 1.6 days | Met |
| FAR813-101331 | 29 Jun 2026 | Service Request | Switch port fault Network · TAG · Site 2 | P2 | Closed | — | — | n/a |
| FAR813-101330 | 26 Jun 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P4 | Closed | 0.87 hr | 1.5 days | Met |
| FAR813-101329 | 26 Jun 2026 | Incident | New printer driver rollout Printing · AB · Branch | P3 | Resolved | 0.35 hr | 21.1 hr | Met |
| FAR813-101328 | 25 Jun 2026 | Incident | Call quality issue Telephony · SE · Branch | P4 | Resolved | 5.77 hr | 1.4 days | Met |
| FAR813-101327 | 24 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Closed | 0.51 hr | 1.2 days | Met |
| FAR813-101326 | 24 Jun 2026 | Service Request | Toner replacement Printing · TAG · Branch | P3 | Resolved | 8.80 hr | 2.1 days | Missed |
| FAR813-101325 | 24 Jun 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Closed | 0.34 hr | 2.2 days | Met |
| FAR813-101324 | 23 Jun 2026 | Incident | Site offline Network · SE · Remote | P3 | Resolved | 0.41 hr | 1.4 days | Met |
| FAR813-101323 | 22 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Site 2 | P4 | Resolved | 0.45 hr | 12.7 hr | Met |
| FAR813-101322 | 19 Jun 2026 | Incident | Replacement keyboard Hardware · BK · Branch | P4 | Closed | 1.25 hr | 2.3 days | Met |
| FAR813-101321 | 18 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Head Office | P4 | Resolved | 1.80 hr | 5.4 hr | Met |
| FAR813-101320 | 18 Jun 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P2 | Resolved | 0.31 hr | 1.5 days | Met |
| FAR813-101319 | 17 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Closed | 5.33 hr | 1.7 days | Met |
| FAR813-101318 | 17 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Resolved | 0.95 hr | 11.7 hr | Met |
| FAR813-101317 | 17 Jun 2026 | Service Request | Distribution list change Email · ML · Branch | P4 | Closed | 3.47 hr | 1.3 days | Met |
| FAR813-101316 | 17 Jun 2026 | Incident | Toner replacement Printing · AB · Remote | P4 | Closed | 0.16 hr | 11.5 hr | Met |
| FAR813-101315 | 16 Jun 2026 | Incident | Printer offline Printing · KB · Head Office | P4 | Resolved | — | — | n/a |
| FAR813-101314 | 16 Jun 2026 | Change | Leaver process User admin · SE · Branch | P2 | Resolved | 0.90 hr | 20.2 hr | Met |
| FAR813-101313 | 16 Jun 2026 | Change · excluded | Database timeout Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| FAR813-101312 | 16 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| FAR813-101311 | 16 Jun 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 0.16 hr | 2.2 hr | Met |
| FAR813-101310 | 15 Jun 2026 | Project · excluded | Scan to email failing Printing · SE · Head Office | P4 | Resolved | — | — | n/a |
| FAR813-101309 | 15 Jun 2026 | Service Request | Permission change User admin · TAG · Branch | P4 | Resolved | 0.65 hr | 2.3 hr | Met |
| FAR813-101308 | 15 Jun 2026 | Service Request | Permission change User admin · SE · Site 2 | P2 | Resolved | 3.65 hr | 8.9 hr | Met |
| FAR813-101307 | 12 Jun 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 1.48 hr | 1.8 days | Met |
| FAR813-101306 | 12 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P3 | Closed | 0.37 hr | 17.2 hr | Met |
| FAR813-101305 | 12 Jun 2026 | Incident | Permission change User admin · KB · Branch | P3 | Resolved | 0.84 hr | 2.0 days | Met |
| FAR813-101304 | 12 Jun 2026 | Service Request | Endpoint alert investigation Security · TAG · Site 2 | P2 | Closed | 44.39 hr | 1.9 days | Missed |
| FAR813-101303 | 12 Jun 2026 | Change | Phishing report triage Security · ML · Head Office | P3 | Resolved | 0.58 hr | 2.2 days | Met |
| FAR813-101302 | 11 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 0.74 hr | 3.9 hr | Met |
| FAR813-101301 | 11 Jun 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Closed | 6.78 hr | 2.1 days | Met |
| FAR813-101300 | 11 Jun 2026 | Incident | Screen flickering Hardware · SE · Remote | P2 | Resolved | 2.74 hr | 2.3 hr | Met |
| FAR813-101299 | 11 Jun 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P3 | Resolved | 0.92 hr | 9.3 hr | Met |
| FAR813-101298 | 10 Jun 2026 | Incident · excluded | Retention change Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| FAR813-101297 | 09 Jun 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | 0.59 hr | 10.7 hr | Met |
| FAR813-101296 | 09 Jun 2026 | Incident · excluded | Report not generating Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| FAR813-101295 | 09 Jun 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · BK · Remote | P4 | Resolved | — | — | n/a |
| FAR813-101294 | 09 Jun 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Resolved | 0.19 hr | 1.5 days | Met |
| FAR813-101293 | 08 Jun 2026 | Change | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Closed | 0.18 hr | 3.6 hr | Met |
| FAR813-101292 | 05 Jun 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 0.97 hr | 0.5 hr | Met |
| FAR813-101291 | 05 Jun 2026 | Planned Install · excluded | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| FAR813-101290 | 04 Jun 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Closed | 67.76 hr | 2.2 days | Missed |
| FAR813-101289 | 03 Jun 2026 | Change | Leaver process User admin · KB · Head Office | P3 | Resolved | 0.21 hr | 8.0 hr | Met |
| FAR813-101288 | 02 Jun 2026 | Service Request | Backup capacity review Backup · BK · Branch | P4 | Closed | 5.76 hr | 1.8 days | Met |
| FAR813-101287 | 01 Jun 2026 | Incident · excluded | Report not generating Line of business app · ML · Branch | P3 | Closed | — | — | n/a |
| FAR813-101286 | 30 May 2026 | Incident · excluded | Slow VPN Network · KB · Remote | P4 | Closed | — | — | n/a |
| FAR813-101285 | 30 May 2026 | Incident | Voicemail not delivering Telephony · TAG · Site 2 | P2 | Closed | 46.33 hr | 12.3 hr | Missed |
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.