SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 263 records in this selection sit outside that — quotes, projects and planned installs, plus 110 calls billed time and materials. They stay visible for volume context.
Service performance
656 eligible records in this yearAverage first response
5.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.0%
81 call(s) over the 8-hour target
First-time fix
71.5%
Where the source records the field
Volume
Contract calls
656
919 calls logged in the period
Off contract
110
£35,729.25 chargeable
Open / closed
28 / 891
Across the selected period
Data-quality gaps
32
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
656
records
- Microsoft 36578
- Network78
- Line of business app69
- Hardware69
- User admin67
- Email64
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 656 | 5.18 hr | 87.0% | 81 | 263 |
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 | 94 | 3.87 hr | 89% | 10 |
| Stacey Thomas | 83 | 7.26 hr | 85% | 12 |
| Anne-Marie Cable | 82 | 5.10 hr | 90% | 8 |
| Kelly Gregory | 62 | 5.53 hr | 80% | 12 |
| (Not recorded) | 47 | 2.94 hr | 90% | 4 |
| Chloe Dempsey | 46 | 4.11 hr | 89% | 5 |
| Barry Ebbs | 45 | 6.68 hr | 86% | 6 |
| Damian Armstrong | 43 | 9.76 hr | 75% | 10 |
| Daniel Blacker | 37 | 4.58 hr | 91% | 3 |
| Phil Jenkins | 31 | 1.99 hr | 90% | 3 |
| Julie Herbert | 30 | 4.19 hr | 93% | 2 |
| Aiden Higgins | 28 | 2.50 hr | 92% | 2 |
81 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 151.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306618 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-11 14:46 | 159.02 hr | +151.0 | TAG | Suspicious sign-in review |
| 306193 | Damian Armstrong | HP EliteBook 840 G9 | 2026-01-23 14:44 | 141.26 hr | +133.3 | ML | Endpoint alert investigation |
| 306850 | Stacey Thomas | Dell Latitude 5440 | 2026-07-14 09:33 | 127.04 hr | +119.0 | BK | Backup capacity review |
| 306098 | Stacey Thomas | Ubiquiti UAP-AC-PRO | 2026-01-04 08:14 | 108.26 hr | +100.3 | ML | Switch port fault |
| 306332 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-03-05 13:01 | 97.37 hr | +89.4 | KB | Suspicious sign-in review |
| 306721 | Daniel Blacker | Dell Latitude E7470 | 2026-06-09 13:40 | 95.22 hr | +87.2 | ML | Outlook not syncing |
| 306713 | Damian Armstrong | Lenovo ThinkCentre M70q | 2026-06-08 08:12 | 59.22 hr | +51.2 | AB | Teams sign-in loop |
| 306582 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-05-01 10:40 | 53.91 hr | +45.9 | TAG | Leaver process |
| 306583 | Kelly Gregory | HP ProDesk 400 G7 | 2026-05-01 14:54 | 49.35 hr | +41.4 | TAG | Database timeout |
| 306769 | Stacey Thomas | Dell Latitude 7420 | 2026-06-22 16:59 | 46.63 hr | +38.6 | BK | Spoofed email reported |
| 306988 | Julie Herbert | Apple iPhone 14 | 2026-08-24 13:21 | 46.58 hr | +38.6 | BK | Application crash on launch |
| 306606 | Barry Ebbs | Lenovo ThinkCentre M70q | 2026-05-06 13:06 | 45.46 hr | +37.5 | ML | Restore request |
| 306996 | Barry Ebbs | Apple iPhone 12 | 2026-08-25 17:30 | 45.23 hr | +37.2 | SE | New starter setup |
| 306493 | Karen Taylor | Ubiquiti USW-Pro-24 | 2026-04-14 08:55 | 42.39 hr | +34.4 | KB | Licence renewal |
| 306774 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-06-23 10:34 | 41.58 hr | +33.6 | ML | SharePoint permission request |
| 306189 | Barry Ebbs | Apple iPhone 14 | 2026-01-23 17:50 | 39.18 hr | +31.2 | ML | Docking station not detected |
| 306195 | Stacey Thomas | Dell Latitude 5440 | 2026-01-25 14:24 | 38.28 hr | +30.3 | KB | Backup job failed |
| 306191 | Damian Armstrong | Aruba AP-515 | 2026-01-23 15:05 | 37.73 hr | +29.7 | BK | Mailbox delegation |
| 306545 | Karen Taylor | HP ProBook 450 G6 | 2026-04-23 13:11 | 35.14 hr | +27.1 | AB | Site offline |
| 306484 | Chloe Dempsey | Samsung Galaxy A54 | 2026-04-13 08:10 | 34.07 hr | +26.1 | KB | Application crash on launch |
| 306652 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-05-20 13:10 | 33.97 hr | +26.0 | KB | Docking station not detected |
| 306501 | Stacey Thomas | Dell Latitude 7420 | 2026-04-15 10:10 | 33.12 hr | +25.1 | SE | Permission change |
| 306428 | Stacey Thomas | Aruba AP-515 | 2026-03-31 17:38 | 32.34 hr | +24.3 | AB | Name change request |
| 306353 | Stacey Thomas | Kyocera ECOSYS M5526 | 2026-03-11 14:36 | 31.13 hr | +23.1 | ML | Handset registration |
| 306325 | Barry Ebbs | Apple iPhone 12 | 2026-03-04 17:02 | 30.63 hr | +22.6 | KB | Phishing report triage |
| 306188 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-01-22 11:50 | 29.27 hr | +21.3 | AB | Message quarantined |
| 306735 | Barry Ebbs | Samsung Galaxy A54 | 2026-06-12 10:32 | 29.24 hr | +21.2 | AB | Spoofed email reported |
| 306430 | Rachael Parkin | HP ProDesk 400 G7 | 2026-03-31 15:09 | 29.10 hr | +21.1 | KB | New extension setup |
| 306717 | Karen Taylor | Dell Latitude 5440 | 2026-06-09 14:25 | 28.34 hr | +20.3 | BK | SharePoint permission request |
| 306354 | Chloe Dempsey | Apple iPhone 14 | 2026-03-12 09:49 | 24.26 hr | +16.3 | BK | Laptop will not boot |
| 306461 | Damian Armstrong | HP ProBook 450 G6 | 2026-04-08 16:41 | 23.87 hr | +15.9 | AB | Restore request |
| 306357 | Kelly Gregory | Dell Latitude E7470 | 2026-03-12 12:44 | 23.54 hr | +15.5 | BK | Teams sign-in loop |
| 306603 | Damian Armstrong | HP EliteBook 840 G9 | 2026-05-05 13:52 | 22.48 hr | +14.5 | SE | Call quality issue |
| 306469 | Karen Taylor | Apple iPhone 14 | 2026-04-09 11:43 | 22.23 hr | +14.2 | ML | Printer offline |
| 306414 | Karen Taylor | Apple MacBook Pro 14 | 2026-03-26 17:38 | 21.62 hr | +13.6 | KB | Teams sign-in loop |
| 306892 | (Not recorded) | Apple iPhone 12 | 2026-07-24 14:25 | 20.10 hr | +12.1 | BK | Wi-Fi dropouts in warehouse |
| 306151 | Karen Taylor | Apple MacBook Air M2 | 2026-01-14 12:47 | 15.34 hr | +7.3 | KB | Outlook not syncing |
| 306658 | Kelly Gregory | Dell Latitude 5440 | 2026-05-21 15:10 | 11.68 hr | +3.7 | AB | Retention change |
| 306095 | Barry Ebbs | HP EliteBook 840 G9 | 2026-01-04 11:37 | 11.43 hr | +3.4 | BK | Report not generating |
| 306301 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-02-26 11:21 | 11.42 hr | +3.4 | KB | Laptop will not boot |
| 306445 | Kelly Gregory | Apple iPhone 14 | 2026-04-03 12:08 | 11.41 hr | +3.4 | BK | Permission change |
| 306130 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-01-11 16:41 | 11.38 hr | +3.4 | SE | Outlook not syncing |
| 306126 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-01-09 08:24 | 11.11 hr | +3.1 | AB | Retention change |
| 306860 | Damian Armstrong | Apple MacBook Air M2 | 2026-07-16 11:46 | 11.09 hr | +3.1 | AB | Restore request |
| 306775 | Anne-Marie Cable | Dell Latitude E7470 | 2026-06-23 12:14 | 11.07 hr | +3.1 | BK | Mailbox delegation |
| 306880 | Damian Armstrong | Apple MacBook Air M2 | 2026-07-23 08:55 | 11.00 hr | +3.0 | TAG | Mailbox delegation |
| 306125 | Kelly Gregory | Dell Wyse 5070 | 2026-01-09 14:11 | 10.87 hr | +2.9 | ML | MFA reset |
| 306647 | Daniel Blacker | Apple iPhone 14 | 2026-05-18 10:20 | 10.85 hr | +2.9 | SE | Distribution list change |
| 306903 | (Not recorded) | Dell OptiPlex 3050 | 2026-07-28 14:36 | 10.85 hr | +2.9 | TAG | Teams sign-in loop |
| 306822 | Chloe Dempsey | Apple iPhone 14 | 2026-07-07 11:49 | 10.78 hr | +2.8 | TAG | Printer offline |
| 306409 | Stacey Thomas | Kyocera ECOSYS M5526 | 2026-03-25 11:32 | 10.67 hr | +2.7 | AB | Voicemail not delivering |
| 306980 | Damian Armstrong | HP EliteBook 840 G9 | 2026-08-20 10:29 | 10.66 hr | +2.7 | SE | Endpoint alert investigation |
| 306425 | (Not recorded) | Dell Latitude E7470 | 2026-03-30 13:46 | 10.43 hr | +2.4 | SE | OneDrive sync conflict |
| 306590 | Karen Taylor | HP LaserJet M480 | 2026-05-03 12:39 | 10.35 hr | +2.4 | KB | SharePoint permission request |
| 306249 | Stacey Thomas | HP ProDesk 400 G7 | 2026-02-10 12:01 | 10.28 hr | +2.3 | ML | Distribution list change |
| 306797 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-06-29 08:45 | 10.24 hr | +2.2 | TAG | Leaver process |
| 306505 | Damian Armstrong | Dell Latitude E7470 | 2026-04-16 14:37 | 10.13 hr | +2.1 | ML | Voicemail not delivering |
| 306579 | Kelly Gregory | Dell Latitude E7470 | 2026-05-01 17:39 | 9.91 hr | +1.9 | TAG | SharePoint permission request |
| 306541 | Julie Herbert | Apple MacBook Air M2 | 2026-04-23 14:56 | 9.65 hr | +1.6 | AB | Call quality issue |
| 306581 | Stacey Thomas | Samsung Galaxy S23 | 2026-05-01 09:25 | 9.64 hr | +1.6 | BK | Suspicious sign-in review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Email / Microsoft 365 | 20 | 01 Jan 2026 – 21 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 20 | 22 Jan 2026 – 19 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 19 | 01 Jan 2026 – 17 Aug 2026 |
| Karen Taylor | Line of business app | 19 | 01 Jan 2026 – 13 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 19 | 07 Jan 2026 – 14 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 18 | 05 Jan 2026 – 21 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 14 | 11 Jan 2026 – 30 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 14 | 12 Jan 2026 – 23 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 14 | 01 Jan 2026 – 20 Aug 2026 |
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 13 | 04 Jan 2026 – 24 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 12 | 08 Jan 2026 – 14 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 11 | 01 Jan 2026 – 05 Aug 2026 |
| Apple iPhone 12 | Monitoring / server / security | 11 | 05 Jan 2026 – 17 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 11 | 06 Jan 2026 – 28 Jul 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 11 | 10 Feb 2026 – 10 Aug 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 10 | 01 Jan 2026 – 07 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
919 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| FAR849-102726 | 25 Aug 2026 | Quote · excluded | Phishing report triage Security · AB · Branch | P3 | Open | — | — | n/a |
| FAR849-102725 | 25 Aug 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Closed | 45.23 hr | 1.0 days | Missed |
| FAR849-102724 | 25 Aug 2026 | Incident | Distribution list change Email · TAG · Head Office | P3 | Closed | 0.31 hr | 18.7 hr | Met |
| FAR849-102723 | 25 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P4 | In Progress | — | — | n/a |
| FAR849-102722 | 24 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P1 | In Progress | — | — | n/a |
| FAR849-102721 | 24 Aug 2026 | Quote · excluded | Switch port fault Network · ML · Site 2 | P3 | Closed | — | — | n/a |
| FAR849-102720 | 24 Aug 2026 | Incident | Toner replacement Printing · BK · Head Office | P2 | In Progress | — | — | n/a |
| FAR849-102719 | 24 Aug 2026 | Incident | Leaver process User admin · KB · Remote | P3 | In Progress | — | — | n/a |
| FAR849-102718 | 24 Aug 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Open | — | — | n/a |
| FAR849-102717 | 24 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Remote | P2 | Closed | 46.58 hr | 2.0 days | Missed |
| FAR849-102716 | 24 Aug 2026 | Change | Call quality issue Telephony · SE · Head Office | P3 | Resolved | 7.90 hr | 23.6 hr | Met |
| FAR849-102715 | 24 Aug 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 1.48 hr | 1.7 days | Met |
| FAR849-102714 | 24 Aug 2026 | Incident | Handset registration Telephony · TAG · Head Office | P2 | Open | — | — | n/a |
| FAR849-102713 | 21 Aug 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Closed | 2.76 hr | 12.3 hr | Met |
| FAR849-102712 | 21 Aug 2026 | Change | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 1.07 hr | 21.1 hr | Met |
| FAR849-102711 | 20 Aug 2026 | Incident | Retention change Backup · SE · Branch | P3 | Open | — | — | n/a |
| FAR849-102710 | 20 Aug 2026 | Incident | Voicemail not delivering Telephony · KB · Site 2 | P3 | Resolved | 8.72 hr | 2.4 days | Missed |
| FAR849-102709 | 20 Aug 2026 | Change | Endpoint alert investigation Security · SE · Remote | P2 | Closed | 10.66 hr | 1.6 days | Missed |
| FAR849-102708 | 20 Aug 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | Open | — | — | n/a |
| FAR849-102707 | 19 Aug 2026 | Planned Install · excluded | Endpoint alert investigation Security · TAG · Remote | P1 | In Progress | — | — | n/a |
| FAR849-102706 | 19 Aug 2026 | Service Request · excluded | Mailbox delegation Email · BK · Head Office | P2 | Closed | — | — | n/a |
| FAR849-102705 | 19 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 3.21 hr | 17.3 hr | Met |
| FAR849-102704 | 19 Aug 2026 | Service Request · excluded | Suspicious sign-in review Security · TAG · Head Office | P4 | Resolved | — | — | n/a |
| FAR849-102703 | 19 Aug 2026 | Incident | New starter setup User admin · AB · Remote | P3 | Closed | 1.02 hr | 13.2 hr | Met |
| FAR849-102702 | 19 Aug 2026 | Incident | MFA reset Security · AB · Head Office | P4 | Closed | 0.49 hr | 2.5 days | Met |
| FAR849-102701 | 19 Aug 2026 | Incident | New printer driver rollout Printing · BK · Branch | P3 | Closed | 0.58 hr | 2.4 days | Met |
| FAR849-102700 | 18 Aug 2026 | Project · excluded | Suspicious sign-in review Security · TAG · Remote | P3 | In Progress | — | — | n/a |
| FAR849-102699 | 18 Aug 2026 | Incident | Report not generating Line of business app · SE · Remote | P3 | Resolved | 0.71 hr | 22.7 hr | Met |
| FAR849-102698 | 17 Aug 2026 | Change | Backup job failed Backup · ML · Head Office | P4 | Resolved | 1.08 hr | 2.5 hr | Met |
| FAR849-102697 | 17 Aug 2026 | Service Request | Screen flickering Hardware · KB · Remote | P2 | Resolved | 3.78 hr | 12.2 hr | Met |
| FAR849-102696 | 17 Aug 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Closed | 3.25 hr | 1.5 days | Met |
| FAR849-102695 | 14 Aug 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Closed | 4.65 hr | 1.3 days | Met |
| FAR849-102694 | 14 Aug 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | 2.08 hr | 0.7 hr | Met |
| FAR849-102693 | 14 Aug 2026 | Change | New starter setup User admin · KB · Head Office | P3 | Closed | 0.70 hr | 2.2 days | Met |
| FAR849-102692 | 14 Aug 2026 | Service Request | Site offline Network · AB · Head Office | P2 | Resolved | 0.85 hr | 1.4 days | Met |
| FAR849-102691 | 14 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | 1.85 hr | 1.4 days | Met |
| FAR849-102690 | 14 Aug 2026 | Quote · excluded | Name change request User admin · ML · Head Office | P3 | Open | — | — | n/a |
| FAR849-102689 | 13 Aug 2026 | Incident · excluded | Screen flickering Hardware · TAG · Head Office | P4 | Resolved | — | — | n/a |
| FAR849-102688 | 13 Aug 2026 | Incident | Database timeout Line of business app · ML · Head Office | P4 | Resolved | 0.73 hr | 1.7 days | Met |
| FAR849-102687 | 13 Aug 2026 | Incident | Site offline Network · KB · Branch | P3 | Resolved | 7.91 hr | 1.9 days | Met |
| FAR849-102686 | 13 Aug 2026 | Service Request · excluded | Switch port fault Network · AB · Site 2 | P3 | Resolved | — | — | n/a |
| FAR849-102685 | 12 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.82 hr | 2.4 hr | Met |
| FAR849-102684 | 12 Aug 2026 | Service Request | Slow VPN Network · SE · Head Office | P2 | Closed | 1.29 hr | 1.9 days | Met |
| FAR849-102683 | 12 Aug 2026 | Service Request | Handset registration Telephony · AB · Remote | P3 | Closed | 5.62 hr | 2.2 days | Met |
| FAR849-102682 | 12 Aug 2026 | Service Request · excluded | Database timeout Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| FAR849-102681 | 11 Aug 2026 | Incident | MFA reset Security · SE · Head Office | P2 | Resolved | 0.27 hr | 2.1 days | Met |
| FAR849-102680 | 11 Aug 2026 | Incident | Handset registration Telephony · TAG · Branch | P3 | Closed | 0.34 hr | 18.6 hr | Met |
| FAR849-102679 | 11 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Resolved | 3.39 hr | 18.0 hr | Met |
| FAR849-102678 | 11 Aug 2026 | Incident | Site offline Network · ML · Remote | P4 | Closed | 0.28 hr | 5.8 hr | Met |
| FAR849-102677 | 11 Aug 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Resolved | 0.09 hr | 2.5 days | Met |
| FAR849-102676 | 11 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P4 | Closed | 0.22 hr | 2.2 days | Met |
| FAR849-102675 | 10 Aug 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Closed | 2.48 hr | 1.0 days | Met |
| FAR849-102674 | 10 Aug 2026 | Incident | Restore request Backup · BK · Branch | P4 | Resolved | 5.28 hr | 1.1 days | Met |
| FAR849-102673 | 10 Aug 2026 | Quote · excluded | Slow VPN Network · ML · Head Office | P1 | Resolved | — | — | n/a |
| FAR849-102672 | 10 Aug 2026 | Project · excluded | Licence renewal Line of business app · AB · Site 2 | P3 | Open | — | — | n/a |
| FAR849-102671 | 10 Aug 2026 | Incident | Replacement keyboard Hardware · BK · Remote | P3 | Closed | 2.21 hr | 1.7 days | Met |
| FAR849-102670 | 10 Aug 2026 | Quote · excluded | Slow VPN Network · BK · Remote | P3 | In Progress | — | — | n/a |
| FAR849-102669 | 10 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | 1.43 hr | 23.6 hr | Met |
| FAR849-102668 | 10 Aug 2026 | Change | Report not generating Line of business app · BK · Branch | P3 | Closed | 0.68 hr | 11.4 hr | Met |
| FAR849-102667 | 07 Aug 2026 | Change | Endpoint alert investigation Security · ML · Head Office | P3 | Resolved | 0.22 hr | 1.5 days | Met |
| FAR849-102666 | 07 Aug 2026 | Service Request · excluded | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| FAR849-102665 | 07 Aug 2026 | Incident | Phishing report triage Security · AB · Head Office | P2 | Resolved | — | — | n/a |
| FAR849-102664 | 07 Aug 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 1.05 hr | 15.1 hr | Met |
| FAR849-102663 | 07 Aug 2026 | Service Request | Handset registration Telephony · KB · Head Office | P4 | Resolved | 0.90 hr | 4.4 hr | Met |
| FAR849-102662 | 07 Aug 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | 0.06 hr | 1.9 days | Met |
| FAR849-102661 | 07 Aug 2026 | Planned Install · excluded | Backup job failed Backup · KB · Head Office | P4 | Open | — | — | n/a |
| FAR849-102660 | 06 Aug 2026 | Project · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Open | — | — | n/a |
| FAR849-102659 | 06 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Branch | P3 | Resolved | 0.46 hr | 13.0 hr | Met |
| FAR849-102658 | 06 Aug 2026 | Change | Leaver process User admin · AB · Head Office | P3 | Closed | 0.98 hr | 13.6 hr | Met |
| FAR849-102657 | 06 Aug 2026 | Incident | Report not generating Line of business app · AB · Remote | P3 | Closed | 1.42 hr | 1.9 days | Met |
| FAR849-102656 | 05 Aug 2026 | Quote · excluded | Call quality issue Telephony · SE · Branch | P4 | Closed | — | — | n/a |
| FAR849-102655 | 05 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | 5.47 hr | 2.1 days | Met |
| FAR849-102654 | 05 Aug 2026 | Service Request | Backup job failed Backup · ML · Head Office | P2 | Resolved | 1.08 hr | 2.5 days | Met |
| FAR849-102653 | 05 Aug 2026 | Incident | New printer driver rollout Printing · SE · Branch | P1 | Closed | 0.67 hr | 9.4 hr | Met |
| FAR849-102652 | 05 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Resolved | 0.45 hr | 6.6 hr | Met |
| FAR849-102651 | 05 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Branch | P4 | Closed | 2.76 hr | 2.3 days | Met |
| FAR849-102650 | 04 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Branch | P4 | Resolved | 1.35 hr | 2.4 days | Met |
| FAR849-102649 | 04 Aug 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 0.53 hr | 0.3 hr | Met |
| FAR849-102648 | 03 Aug 2026 | Incident | Docking station not detected Hardware · BK · Remote | P4 | Resolved | 1.32 hr | 22.8 hr | Met |
| FAR849-102647 | 03 Aug 2026 | Incident · excluded | Leaver process User admin · AB · Head Office | P1 | Closed | — | — | n/a |
| FAR849-102646 | 03 Aug 2026 | Incident | Handset registration Telephony · SE · Head Office | P4 | Resolved | 8.22 hr | 1.9 days | Missed |
| FAR849-102645 | 31 Jul 2026 | Incident | Name change request User admin · BK · Branch | P4 | Resolved | 0.15 hr | 15.8 hr | Met |
| FAR849-102644 | 31 Jul 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Closed | 5.78 hr | 7.9 hr | Met |
| FAR849-102643 | 31 Jul 2026 | Incident | Name change request User admin · KB · Head Office | P2 | Closed | 1.12 hr | 1.7 days | Met |
| FAR849-102642 | 30 Jul 2026 | Change | Voicemail not delivering Telephony · SE · Head Office | P2 | Closed | 2.82 hr | 1.6 days | Met |
| FAR849-102641 | 30 Jul 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Closed | 0.47 hr | 1.0 days | Met |
| FAR849-102640 | 30 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P1 | Resolved | 0.49 hr | 3.6 hr | Met |
| FAR849-102639 | 30 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 4.65 hr | 18.2 hr | Met |
| FAR849-102638 | 30 Jul 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P2 | Resolved | — | — | n/a |
| FAR849-102637 | 30 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Branch | P3 | Closed | 4.18 hr | 2.3 days | Met |
| FAR849-102636 | 29 Jul 2026 | Change · excluded | Distribution list change Email · ML · Site 2 | P3 | Closed | — | — | n/a |
| FAR849-102635 | 29 Jul 2026 | Incident | Printer offline Printing · AB · Head Office | P2 | Closed | 0.79 hr | 1.0 days | Met |
| FAR849-102634 | 28 Jul 2026 | Service Request | Endpoint alert investigation Security · TAG · Branch | P3 | Closed | 0.43 hr | 1.3 days | Met |
| FAR849-102633 | 28 Jul 2026 | Incident · excluded | Mailbox delegation Email · ML · Branch | P3 | Resolved | — | — | n/a |
| FAR849-102632 | 28 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Branch | P4 | Closed | 10.85 hr | 1.5 days | Missed |
| FAR849-102631 | 28 Jul 2026 | Incident | Voicemail not delivering Telephony · ML · Remote | P1 | Closed | 0.71 hr | 6.8 hr | Met |
| FAR849-102630 | 28 Jul 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Resolved | 5.50 hr | 2.2 days | Met |
| FAR849-102629 | 28 Jul 2026 | Planned Install · excluded | Distribution list change Email · TAG · Head Office | P4 | In Progress | — | — | n/a |
| FAR849-102628 | 28 Jul 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P4 | Closed | 0.54 hr | 1.8 days | Met |
| FAR849-102627 | 27 Jul 2026 | Project · excluded | Licence renewal Line of business app · AB · Head Office | P3 | In Progress | — | — | n/a |
| FAR849-102626 | 27 Jul 2026 | Service Request | Report not generating Line of business app · KB · Branch | P2 | Resolved | 0.34 hr | 1.3 days | Met |
| FAR849-102625 | 24 Jul 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P4 | Resolved | — | — | n/a |
| FAR849-102624 | 24 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P1 | Closed | 0.44 hr | 2.5 hr | Met |
| FAR849-102623 | 24 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Branch | P4 | Closed | 1.43 hr | 1.2 days | Met |
| FAR849-102622 | 24 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| FAR849-102621 | 24 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Resolved | 20.10 hr | 1.1 days | Missed |
| FAR849-102620 | 24 Jul 2026 | Quote · excluded | Site offline Network · ML · Head Office | P1 | Open | — | — | n/a |
| FAR849-102619 | 24 Jul 2026 | Incident | Backup job failed Backup · ML · Remote | P2 | Closed | 1.02 hr | 1.9 days | Met |
| FAR849-102618 | 24 Jul 2026 | Service Request | Backup job failed Backup · AB · Branch | P3 | Closed | 1.34 hr | 23.1 hr | Met |
| FAR849-102617 | 23 Jul 2026 | Incident | Site offline Network · KB · Head Office | P4 | Closed | 0.66 hr | 2.5 days | Met |
| FAR849-102616 | 23 Jul 2026 | Service Request | Screen flickering Hardware · ML · Branch | P2 | Closed | 2.21 hr | 10.0 hr | Met |
| FAR849-102615 | 23 Jul 2026 | Service Request | Printer offline Printing · BK · Head Office | P3 | Closed | 0.85 hr | 5.2 hr | Met |
| FAR849-102614 | 23 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · ML · Remote | P4 | In Progress | — | — | n/a |
| FAR849-102613 | 23 Jul 2026 | Incident | Distribution list change Email · TAG · Remote | P4 | Resolved | 4.50 hr | 1.4 days | Met |
| FAR849-102612 | 23 Jul 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 0.71 hr | 1.5 days | Met |
| FAR849-102611 | 23 Jul 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P4 | Closed | 8.67 hr | 7.8 hr | Missed |
| FAR849-102610 | 23 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Remote | P4 | Resolved | 9.36 hr | 2.5 days | Missed |
| FAR849-102609 | 23 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 11.00 hr | 2.2 days | Missed |
| FAR849-102608 | 22 Jul 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Resolved | 2.76 hr | 1.1 days | Met |
| FAR849-102607 | 22 Jul 2026 | Service Request · excluded | Toner replacement Printing · AB · Head Office | P2 | Resolved | — | — | n/a |
| FAR849-102606 | 22 Jul 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P4 | Resolved | 1.10 hr | 1.7 days | Met |
| FAR849-102605 | 22 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 1.40 hr | 13.4 hr | Met |
| FAR849-102604 | 22 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Resolved | 0.40 hr | 2.5 days | Met |
| FAR849-102603 | 21 Jul 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Closed | 1.58 hr | 1.4 days | Met |
| FAR849-102602 | 21 Jul 2026 | Incident | Handset registration Telephony · ML · Branch | P2 | Closed | 4.45 hr | 8.2 hr | Met |
| FAR849-102601 | 21 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 4.24 hr | 10.4 hr | Met |
| FAR849-102600 | 21 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.70 hr | 1.7 days | Met |
| FAR849-102599 | 21 Jul 2026 | Change | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Resolved | 1.36 hr | 1.1 days | Met |
| FAR849-102598 | 20 Jul 2026 | Incident · excluded | Spoofed email reported Email · KB · Head Office | P2 | Closed | — | — | n/a |
| FAR849-102597 | 20 Jul 2026 | Incident | Toner replacement Printing · ML · Branch | P3 | Closed | 4.33 hr | 1.1 days | Met |
| FAR849-102596 | 17 Jul 2026 | Quote · excluded | Handset registration Telephony · AB · Head Office | P1 | In Progress | — | — | n/a |
| FAR849-102595 | 17 Jul 2026 | Project · excluded | Laptop will not boot Hardware · SE · Head Office | P2 | Open | — | — | n/a |
| FAR849-102594 | 17 Jul 2026 | Incident · excluded | Suspicious sign-in review Security · ML · Head Office | P2 | Closed | — | — | n/a |
| FAR849-102593 | 17 Jul 2026 | Change | Scan to email failing Printing · ML · Head Office | P3 | Closed | 0.90 hr | 16.9 hr | Met |
| FAR849-102592 | 17 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| FAR849-102591 | 17 Jul 2026 | Incident | Mailbox delegation Email · SE · Remote | P4 | Resolved | 0.95 hr | 11.8 hr | Met |
| FAR849-102590 | 16 Jul 2026 | Change | Restore request Backup · SE · Head Office | P3 | Closed | 0.62 hr | 2.2 days | Met |
| FAR849-102589 | 16 Jul 2026 | Incident | Restore request Backup · AB · Branch | P3 | Closed | 11.09 hr | 2.4 days | Missed |
| FAR849-102588 | 15 Jul 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P4 | In Progress | — | — | n/a |
| FAR849-102587 | 15 Jul 2026 | Project · excluded | Docking station not detected Hardware · AB · Head Office | P2 | In Progress | — | — | n/a |
| FAR849-102586 | 15 Jul 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Open | — | — | n/a |
| FAR849-102585 | 14 Jul 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 0.92 hr | 1.8 days | Met |
| FAR849-102584 | 14 Jul 2026 | Incident · excluded | New printer driver rollout Printing · ML · Branch | P3 | Resolved | — | — | n/a |
| FAR849-102583 | 14 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Branch | P3 | Resolved | 0.30 hr | 1.6 days | Met |
| FAR849-102582 | 14 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | 5.51 hr | 4.7 hr | Met |
| FAR849-102581 | 14 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Remote | P4 | Resolved | 0.68 hr | 1.3 days | Met |
| FAR849-102580 | 14 Jul 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P2 | Closed | 1.15 hr | 6.4 hr | Met |
| FAR849-102579 | 14 Jul 2026 | Change | Backup capacity review Backup · BK · Branch | P1 | Closed | 127.04 hr | 5.5 hr | Missed |
| FAR849-102578 | 14 Jul 2026 | Project · excluded | Permission change User admin · SE · Head Office | P1 | In Progress | — | — | n/a |
| FAR849-102577 | 13 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P4 | Closed | 0.92 hr | 1.4 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.