SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 51 records in this selection sit outside that — quotes, projects and planned installs, plus 26 calls billed time and materials. They stay visible for volume context.
Service performance
158 eligible records in this yearAverage first response
5.5 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.2%
18 call(s) over the 8-hour target
First-time fix
69.6%
Where the source records the field
Volume
Contract calls
158
209 calls logged in the period
Off contract
26
£7,084.5 chargeable
Open / closed
5 / 204
Across the selected period
Data-quality gaps
5
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
158
records
- Printing20
- Network20
- User admin17
- Email16
- Security16
- Microsoft 36516
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 158 | 5.47 hr | 88.2% | 18 | 51 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 24 | 4.52 hr | 83% | 4 |
| Karen Taylor | 23 | 5.57 hr | 81% | 4 |
| Kelly Gregory | 17 | 1.66 hr | 94% | 1 |
| Stacey Thomas | 17 | 2.86 hr | 94% | 1 |
| Damian Armstrong | 14 | 12.67 hr | 93% | 1 |
| Chloe Dempsey | 12 | 8.10 hr | 82% | 2 |
| Aiden Higgins | 11 | 5.78 hr | 91% | 1 |
| Barry Ebbs | 10 | 9.43 hr | 80% | 2 |
| Rachael Parkin | 7 | 2.43 hr | 100% | 0 |
| (Not recorded) | 7 | 11.37 hr | 71% | 2 |
| Daniel Blacker | 6 | 0.50 hr | 100% | 0 |
| Julie Herbert | 6 | 1.29 hr | 100% | 0 |
18 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 142.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307678 | Damian Armstrong | Apple MacBook Pro 14 | 2026-04-24 12:55 | 150.25 hr | +142.3 | KB | Scan to email failing |
| 307725 | Barry Ebbs | Dell Latitude 5440 | 2026-06-22 08:42 | 71.51 hr | +63.5 | ML | Restore request |
| 307586 | Aiden Higgins | HP ProBook 450 G6 | 2026-01-20 16:20 | 46.28 hr | +38.3 | AB | Toner replacement |
| 307737 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-07-06 14:05 | 43.09 hr | +35.1 | SE | Switch port fault |
| 307648 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-03-26 16:43 | 38.94 hr | +30.9 | AB | SharePoint permission request |
| 307701 | (Not recorded) | Lenovo ThinkPad T14 | 2026-05-18 12:52 | 33.68 hr | +25.7 | ML | Outlook not syncing |
| 307736 | Anne-Marie Cable | Dell Latitude 7420 | 2026-07-05 13:28 | 32.93 hr | +24.9 | TAG | Call quality issue |
| 307623 | Karen Taylor | Apple MacBook Pro 14 | 2026-03-02 10:59 | 30.74 hr | +22.7 | SE | New printer driver rollout |
| 307739 | Karen Taylor | Dell Latitude 7420 | 2026-07-07 15:48 | 24.84 hr | +16.8 | AB | Restore request |
| 307651 | Chloe Dempsey | Samsung Galaxy S23 | 2026-03-31 13:27 | 23.44 hr | +15.4 | TAG | New starter setup |
| 307689 | Anne-Marie Cable | Apple iPhone 14 | 2026-05-03 16:16 | 17.52 hr | +9.5 | BK | Licence renewal |
| 307724 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-06-19 17:49 | 12.32 hr | +4.3 | ML | Voicemail not delivering |
| 307582 | Karen Taylor | Lenovo ThinkPad T14 | 2026-01-16 10:16 | 11.57 hr | +3.6 | KB | Outlook not syncing |
| 307694 | Kelly Gregory | Apple MacBook Pro 14 | 2026-05-11 15:32 | 11.06 hr | +3.1 | SE | Permission change |
| 307733 | Barry Ebbs | Dell Latitude 5440 | 2026-07-01 09:13 | 10.75 hr | +2.8 | ML | Backup job failed |
| 307629 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-03-09 16:33 | 10.48 hr | +2.5 | BK | Replacement keyboard |
| 307775 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-08-21 12:14 | 9.51 hr | +1.5 | BK | Licence renewal |
| 307615 | Karen Taylor | Dell OptiPlex 7010 | 2026-02-19 14:54 | 9.07 hr | +1.1 | TAG | Wi-Fi dropouts in warehouse |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Backup / restore | 6 | 14 Jan 2026 – 07 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 6 | 16 Jan 2026 – 04 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 6 | 05 Feb 2026 – 08 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 18 Feb 2026 – 04 May 2026 |
| (Not recorded) | Email / Microsoft 365 | 5 | 24 Mar 2026 – 14 Aug 2026 |
| Damian Armstrong | Printing | 4 | 15 Jan 2026 – 16 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 16 Jan 2026 – 24 Jun 2026 |
| Aiden Higgins | Printing | 4 | 20 Jan 2026 – 03 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 6 | 23 Feb 2026 – 04 Aug 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 6 | 08 Apr 2026 – 14 Aug 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 5 | 19 Feb 2026 – 12 Aug 2026 |
| Apple MacBook Pro 14 | Printing | 5 | 02 Mar 2026 – 21 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 4 | 05 Feb 2026 – 03 Jun 2026 |
| HP EliteBook 840 G9 | Printing | 3 | 07 Jan 2026 – 03 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 3 | 14 Jan 2026 – 01 Jun 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 3 | 16 Jan 2026 – 05 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
209 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| FEN023-100630 | 25 Aug 2026 | Quote · excluded | Report not generating Line of business app · ML · Head Office | P2 | Closed | — | — | n/a |
| FEN023-100629 | 24 Aug 2026 | Incident · excluded | MFA reset Security · BK · Head Office | P4 | Open | — | — | n/a |
| FEN023-100628 | 21 Aug 2026 | Service Request | Licence renewal Line of business app · BK · Remote | P2 | Closed | 9.51 hr | 1.4 days | Missed |
| FEN023-100627 | 20 Aug 2026 | Quote · excluded | Name change request User admin · AB · Head Office | P3 | Open | — | — | n/a |
| FEN023-100626 | 18 Aug 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 1.10 hr | 1.1 days | Met |
| FEN023-100625 | 18 Aug 2026 | Service Request | Backup job failed Backup · BK · Head Office | P3 | Closed | 1.49 hr | 4.2 hr | Met |
| FEN023-100624 | 17 Aug 2026 | Incident | Call quality issue Telephony · TAG · Remote | P2 | Resolved | 4.72 hr | 1.5 days | Met |
| FEN023-100623 | 14 Aug 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.92 hr | 1.0 days | Met |
| FEN023-100622 | 14 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P2 | Resolved | 7.49 hr | 1.9 days | Met |
| FEN023-100621 | 13 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | In Progress | — | — | n/a |
| FEN023-100620 | 12 Aug 2026 | Incident | Laptop will not boot Hardware · ML · Branch | P3 | Closed | 1.07 hr | 20.0 hr | Met |
| FEN023-100619 | 12 Aug 2026 | Change | Phishing report triage Security · BK · Remote | P3 | Closed | 3.36 hr | 2.0 hr | Met |
| FEN023-100618 | 11 Aug 2026 | Quote · excluded | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| FEN023-100617 | 10 Aug 2026 | Incident | Permission change User admin · AB · Head Office | P4 | Closed | 0.90 hr | 19.2 hr | Met |
| FEN023-100616 | 10 Aug 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | 0.77 hr | 23.2 hr | Met |
| FEN023-100615 | 06 Aug 2026 | Service Request · excluded | Printer offline Printing · KB · Head Office | P4 | Closed | — | — | n/a |
| FEN023-100614 | 05 Aug 2026 | Service Request · excluded | Report not generating Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| FEN023-100613 | 05 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P4 | Resolved | 0.37 hr | 2.5 days | Met |
| FEN023-100612 | 04 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 1.06 hr | 2.0 days | Met |
| FEN023-100611 | 03 Aug 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P3 | Resolved | 1.33 hr | 1.1 hr | Met |
| FEN023-100610 | 31 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P4 | Resolved | 0.69 hr | 18.2 hr | Met |
| FEN023-100609 | 30 Jul 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Resolved | 1.23 hr | 9.6 hr | Met |
| FEN023-100608 | 30 Jul 2026 | Change | Name change request User admin · SE · Head Office | P3 | Resolved | 0.68 hr | 1.9 days | Met |
| FEN023-100607 | 29 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P2 | Closed | 0.10 hr | 0.5 hr | Met |
| FEN023-100606 | 27 Jul 2026 | Service Request | Database timeout Line of business app · SE · Branch | P2 | Closed | 4.25 hr | 13.1 hr | Met |
| FEN023-100605 | 27 Jul 2026 | Service Request | Application crash on launch Line of business app · ML · Branch | P3 | Closed | 1.87 hr | 1.9 days | Met |
| FEN023-100604 | 23 Jul 2026 | Incident | Site offline Network · AB · Branch | P2 | Resolved | 0.45 hr | 2.4 days | Met |
| FEN023-100603 | 23 Jul 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 1.20 hr | 1.5 days | Met |
| FEN023-100602 | 22 Jul 2026 | Quote · excluded | New extension setup Telephony · AB · Remote | P3 | In Progress | — | — | n/a |
| FEN023-100601 | 21 Jul 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P1 | Closed | 4.71 hr | 5.6 hr | Met |
| FEN023-100600 | 20 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Head Office | P1 | In Progress | — | — | n/a |
| FEN023-100599 | 17 Jul 2026 | Incident · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| FEN023-100598 | 16 Jul 2026 | Service Request | Printer offline Printing · KB · Branch | P3 | Closed | 1.89 hr | 1.9 days | Met |
| FEN023-100597 | 15 Jul 2026 | Service Request | MFA reset Security · ML · Remote | P2 | Resolved | 7.17 hr | 20.1 hr | Met |
| FEN023-100596 | 15 Jul 2026 | Change | Toner replacement Printing · AB · Site 2 | P3 | Resolved | 1.67 hr | 1.9 days | Met |
| FEN023-100595 | 14 Jul 2026 | Change | Printer offline Printing · AB · Remote | P4 | Closed | 4.61 hr | 2.4 days | Met |
| FEN023-100594 | 10 Jul 2026 | Quote · excluded | Handset registration Telephony · KB · Branch | P3 | Resolved | — | — | n/a |
| FEN023-100593 | 08 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 1.02 hr | 2.1 days | Met |
| FEN023-100592 | 07 Jul 2026 | Service Request | Restore request Backup · AB · Head Office | P4 | Closed | 24.84 hr | 8.1 hr | Missed |
| FEN023-100591 | 06 Jul 2026 | Incident | Call quality issue Telephony · SE · Head Office | P3 | Closed | 0.94 hr | 19.6 hr | Met |
| FEN023-100590 | 06 Jul 2026 | Service Request | Switch port fault Network · SE · Remote | P3 | Closed | 43.09 hr | 16.8 hr | Missed |
| FEN023-100589 | 05 Jul 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 32.93 hr | 1.8 days | Missed |
| FEN023-100588 | 03 Jul 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Closed | 1.43 hr | 5.6 hr | Met |
| FEN023-100587 | 02 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| FEN023-100586 | 01 Jul 2026 | Service Request | Backup job failed Backup · ML · Remote | P3 | Closed | 10.75 hr | 5.3 hr | Missed |
| FEN023-100585 | 30 Jun 2026 | Service Request | Distribution list change Email · ML · Head Office | P4 | Closed | 0.13 hr | 2.5 days | Met |
| FEN023-100584 | 26 Jun 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P4 | Closed | 1.33 hr | 5.5 hr | Met |
| FEN023-100583 | 25 Jun 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 5.67 hr | 12.3 hr | Met |
| FEN023-100582 | 25 Jun 2026 | Service Request | MFA reset Security · TAG · Branch | P3 | Closed | 2.68 hr | 23.2 hr | Met |
| FEN023-100581 | 24 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| FEN023-100580 | 23 Jun 2026 | Incident | Toner replacement Printing · SE · Branch | P2 | Resolved | 3.21 hr | 12.8 hr | Met |
| FEN023-100579 | 23 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Site 2 | P3 | Resolved | 0.96 hr | 2.2 days | Met |
| FEN023-100578 | 22 Jun 2026 | Incident | Restore request Backup · ML · Head Office | P2 | Closed | 71.51 hr | 1.1 days | Missed |
| FEN023-100577 | 19 Jun 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P4 | Resolved | 12.32 hr | 1.6 days | Missed |
| FEN023-100576 | 18 Jun 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | 1.09 hr | 1.8 days | Met |
| FEN023-100575 | 17 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Resolved | 0.15 hr | 21.5 hr | Met |
| FEN023-100574 | 15 Jun 2026 | Quote · excluded | Scan to email failing Printing · ML · Site 2 | P2 | Closed | — | — | n/a |
| FEN023-100573 | 12 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Closed | 1.04 hr | 23.9 hr | Met |
| FEN023-100572 | 12 Jun 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P2 | Closed | 0.22 hr | 19.7 hr | Met |
| FEN023-100571 | 09 Jun 2026 | Incident · excluded | Laptop will not boot Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| FEN023-100570 | 08 Jun 2026 | Incident | Switch port fault Network · KB · Branch | P3 | Resolved | 4.00 hr | 2.1 days | Met |
| FEN023-100569 | 08 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 4.45 hr | 1.5 days | Met |
| FEN023-100568 | 05 Jun 2026 | Incident | Scan to email failing Printing · ML · Remote | P3 | Closed | 0.12 hr | 14.8 hr | Met |
| FEN023-100567 | 04 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 0.13 hr | 2.1 days | Met |
| FEN023-100566 | 03 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Resolved | 5.98 hr | 1.8 days | Met |
| FEN023-100565 | 02 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 0.63 hr | 15.3 hr | Met |
| FEN023-100564 | 01 Jun 2026 | Change | Suspicious sign-in review Security · SE · Site 2 | P3 | Closed | 0.45 hr | 1.8 days | Met |
| FEN023-100563 | 29 May 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | 5.03 hr | 1.7 days | Met |
| FEN023-100562 | 27 May 2026 | Incident | Printer offline Printing · BK · Head Office | P4 | Closed | 0.79 hr | 1.4 days | Met |
| FEN023-100561 | 26 May 2026 | Incident | Name change request User admin · BK · Branch | P4 | Closed | 0.90 hr | 1.1 days | Met |
| FEN023-100560 | 25 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 0.17 hr | 5.2 hr | Met |
| FEN023-100559 | 22 May 2026 | Service Request | Report not generating Line of business app · AB · Remote | P3 | Closed | 4.79 hr | 1.6 days | Met |
| FEN023-100558 | 21 May 2026 | Service Request | Message quarantined Email · KB · Head Office | P3 | Closed | 0.24 hr | 1.2 days | Met |
| FEN023-100557 | 20 May 2026 | Change | Permission change User admin · ML · Head Office | P2 | Closed | — | — | n/a |
| FEN023-100556 | 19 May 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P1 | Closed | 0.81 hr | 11.1 hr | Met |
| FEN023-100555 | 18 May 2026 | Change | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Resolved | 0.81 hr | 21.2 hr | Met |
| FEN023-100554 | 18 May 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P2 | Closed | 33.68 hr | 1.6 days | Missed |
| FEN023-100553 | 15 May 2026 | Incident · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| FEN023-100552 | 15 May 2026 | Incident · excluded | Screen flickering Hardware · TAG · Head Office | P4 | Resolved | — | — | n/a |
| FEN023-100551 | 14 May 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P4 | Closed | 2.51 hr | 4.9 hr | Met |
| FEN023-100550 | 14 May 2026 | Incident | Leaver process User admin · KB · Site 2 | P4 | Resolved | 0.08 hr | 5.2 hr | Met |
| FEN023-100549 | 13 May 2026 | Service Request · excluded | Mailbox delegation Email · SE · Head Office | P2 | Closed | — | — | n/a |
| FEN023-100548 | 12 May 2026 | Incident | Name change request User admin · ML · Head Office | P2 | Resolved | 2.85 hr | 2.2 days | Met |
| FEN023-100547 | 11 May 2026 | Incident | Permission change User admin · SE · Head Office | P4 | Closed | 11.06 hr | 1.0 days | Missed |
| FEN023-100546 | 08 May 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Closed | — | — | n/a |
| FEN023-100545 | 07 May 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P2 | Resolved | 0.56 hr | 1.5 days | Met |
| FEN023-100544 | 04 May 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.96 hr | 1.4 days | Met |
| FEN023-100543 | 04 May 2026 | Incident | Site offline Network · BK · Remote | P3 | Resolved | 0.72 hr | 2.1 days | Met |
| FEN023-100542 | 03 May 2026 | Service Request | Licence renewal Line of business app · BK · Head Office | P3 | Resolved | 17.52 hr | 1.6 days | Missed |
| FEN023-100541 | 03 May 2026 | Service Request | New starter setup User admin · KB · Remote | P4 | Resolved | 3.17 hr | 1.3 days | Met |
| FEN023-100540 | 02 May 2026 | Incident | Replacement keyboard Hardware · TAG · Branch | P4 | Closed | 1.80 hr | 1.2 days | Met |
| FEN023-100539 | 02 May 2026 | Incident | Suspicious sign-in review Security · SE · Remote | P4 | Resolved | 0.22 hr | 22.4 hr | Met |
| FEN023-100538 | 01 May 2026 | Incident · excluded | Message quarantined Email · ML · Remote | P2 | Closed | — | — | n/a |
| FEN023-100537 | 30 Apr 2026 | Project · excluded | Report not generating Line of business app · TAG · Branch | P3 | Closed | — | — | n/a |
| FEN023-100536 | 30 Apr 2026 | Project · excluded | Printer offline Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| FEN023-100535 | 29 Apr 2026 | Incident | Site offline Network · SE · Remote | P3 | Closed | 7.86 hr | 1.8 days | Met |
| FEN023-100534 | 28 Apr 2026 | Incident | Backup job failed Backup · TAG · Site 2 | P3 | Closed | 5.00 hr | 1.9 days | Met |
| FEN023-100533 | 27 Apr 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P2 | Resolved | 2.58 hr | 1.9 days | Met |
| FEN023-100532 | 24 Apr 2026 | Planned Install · excluded | Screen flickering Hardware · TAG · Remote | P3 | Resolved | — | — | n/a |
| FEN023-100531 | 24 Apr 2026 | Incident | Scan to email failing Printing · KB · Site 2 | P4 | Closed | 150.25 hr | 12.9 hr | Missed |
| FEN023-100530 | 23 Apr 2026 | Incident | Phishing report triage Security · ML · Site 2 | P3 | Resolved | 6.47 hr | 3.0 hr | Met |
| FEN023-100529 | 22 Apr 2026 | Project · excluded | Retention change Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| FEN023-100528 | 22 Apr 2026 | Service Request | Database timeout Line of business app · ML · Site 2 | P3 | Closed | 0.21 hr | 1.8 days | Met |
| FEN023-100527 | 21 Apr 2026 | Service Request | MFA reset Security · TAG · Head Office | P2 | Resolved | 0.41 hr | 2.2 days | Met |
| FEN023-100526 | 21 Apr 2026 | Service Request | New starter setup User admin · KB · Head Office | P3 | Closed | 0.22 hr | 1.1 days | Met |
| FEN023-100525 | 20 Apr 2026 | Incident | Call quality issue Telephony · AB · Site 2 | P3 | Closed | 1.45 hr | 2.0 days | Met |
| FEN023-100524 | 20 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Branch | P4 | Closed | 1.54 hr | 4.1 hr | Met |
| FEN023-100523 | 17 Apr 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 0.77 hr | 2.2 days | Met |
| FEN023-100522 | 16 Apr 2026 | Service Request | Switch port fault Network · SE · Head Office | P1 | Closed | 0.67 hr | 16.5 hr | Met |
| FEN023-100521 | 15 Apr 2026 | Service Request | Name change request User admin · TAG · Head Office | P3 | Resolved | 0.24 hr | 20.2 hr | Met |
| FEN023-100520 | 15 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Resolved | 1.08 hr | 1.6 days | Met |
| FEN023-100519 | 14 Apr 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P2 | Resolved | 0.56 hr | 2.1 days | Met |
| FEN023-100518 | 13 Apr 2026 | Project · excluded | Report not generating Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| FEN023-100517 | 12 Apr 2026 | Service Request | Phishing report triage Security · AB · Head Office | P3 | Closed | 3.58 hr | 2.2 days | Met |
| FEN023-100516 | 10 Apr 2026 | Incident | Spoofed email reported Email · TAG · Site 2 | P3 | Closed | 0.22 hr | 1.2 days | Met |
| FEN023-100515 | 10 Apr 2026 | Incident | Call quality issue Telephony · SE · Head Office | P3 | Closed | 1.38 hr | 1.7 days | Met |
| FEN023-100514 | 09 Apr 2026 | Service Request | Mailbox delegation Email · AB · Remote | P3 | Resolved | — | — | n/a |
| FEN023-100513 | 09 Apr 2026 | Service Request | Phishing report triage Security · SE · Head Office | P3 | Resolved | 4.27 hr | 10.5 hr | Met |
| FEN023-100512 | 08 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 1.02 hr | 2.1 days | Met |
| FEN023-100511 | 08 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 0.44 hr | 1.2 days | Met |
| FEN023-100510 | 06 Apr 2026 | Quote · excluded | Mailbox delegation Email · AB · Branch | P3 | Resolved | — | — | n/a |
| FEN023-100509 | 06 Apr 2026 | Incident | Slow VPN Network · SE · Remote | P2 | Resolved | 0.47 hr | 1.8 days | Met |
| FEN023-100508 | 03 Apr 2026 | Incident · excluded | New extension setup Telephony · KB · Branch | P1 | Resolved | — | — | n/a |
| FEN023-100507 | 02 Apr 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P2 | Resolved | 5.87 hr | 16.3 hr | Met |
| FEN023-100506 | 01 Apr 2026 | Project · excluded | Handset registration Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| FEN023-100505 | 31 Mar 2026 | Service Request · excluded | Licence renewal Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| FEN023-100504 | 31 Mar 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 23.44 hr | 1.3 days | Missed |
| FEN023-100503 | 30 Mar 2026 | Project · excluded | Scan to email failing Printing · ML · Branch | P3 | Closed | — | — | n/a |
| FEN023-100502 | 27 Mar 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| FEN023-100501 | 26 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Closed | 38.94 hr | 1.3 days | Missed |
| FEN023-100500 | 26 Mar 2026 | Project · excluded | Scan to email failing Printing · BK · Branch | P3 | Resolved | — | — | n/a |
| FEN023-100499 | 25 Mar 2026 | Change | Leaver process User admin · SE · Site 2 | P3 | Closed | 0.84 hr | 1.0 days | Met |
| FEN023-100498 | 25 Mar 2026 | Incident | Backup job failed Backup · TAG · Head Office | P4 | Closed | 4.03 hr | 1.8 days | Met |
| FEN023-100497 | 24 Mar 2026 | Service Request · excluded | Mailbox delegation Email · ML · Head Office | P2 | Resolved | — | — | n/a |
| FEN023-100496 | 24 Mar 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P4 | Closed | 0.60 hr | 4.4 hr | Met |
| FEN023-100495 | 23 Mar 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Branch | P1 | Closed | — | — | n/a |
| FEN023-100494 | 20 Mar 2026 | Incident · excluded | Database timeout Line of business app · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| FEN023-100493 | 20 Mar 2026 | Incident | Mailbox delegation Email · ML · Branch | P3 | Resolved | 5.18 hr | 1.2 days | Met |
| FEN023-100492 | 19 Mar 2026 | Service Request | Printer offline Printing · ML · Branch | P2 | Resolved | 3.63 hr | 1.4 days | Met |
| FEN023-100491 | 19 Mar 2026 | Service Request | Backup job failed Backup · AB · Head Office | P4 | Resolved | 1.46 hr | 6.4 hr | Met |
| FEN023-100490 | 18 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P4 | Closed | 1.34 hr | 2.5 days | Met |
| FEN023-100489 | 17 Mar 2026 | Service Request · excluded | Scan to email failing Printing · BK · Branch | P4 | Resolved | — | — | n/a |
| FEN023-100488 | 16 Mar 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 4.91 hr | 1.5 days | Met |
| FEN023-100487 | 13 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Branch | P4 | Closed | 0.97 hr | 1.7 days | Met |
| FEN023-100486 | 13 Mar 2026 | Change | Toner replacement Printing · KB · Head Office | P3 | Closed | 0.75 hr | 1.7 days | Met |
| FEN023-100485 | 12 Mar 2026 | Incident | Retention change Backup · AB · Branch | P4 | Closed | 0.98 hr | 2.3 days | Met |
| FEN023-100484 | 11 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Remote | P2 | Resolved | 4.90 hr | 1.7 days | Met |
| FEN023-100483 | 10 Mar 2026 | Service Request | Mailbox delegation Email · BK · Branch | P2 | Resolved | 1.16 hr | 1.3 days | Met |
| FEN023-100482 | 09 Mar 2026 | Incident | Replacement keyboard Hardware · BK · Site 2 | P2 | Resolved | 10.48 hr | 12.5 hr | Missed |
| FEN023-100481 | 06 Mar 2026 | Service Request | Mailbox delegation Email · AB · Remote | P3 | Resolved | 5.89 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.