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Follifoot Packaging Solutions

FOL232ActiveManaged contract

follifootpackaging.co.uk · Manufacturing · Account manager Rachel Byrne

Microsoft 365Stale2 weeks agoSupport & assets (SQL)Healthy14 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 14 records in this selection sit outside that — quotes, projects and planned installs, plus 6 calls billed time and materials. They stay visible for volume context.

Service performance

41 eligible records in this year
Average first response
3.5 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
92.5%
3 call(s) over the 8-hour target
First-time fix
78.0%
Where the source records the field

Volume

Contract calls
41
55 calls logged in the period
Off contract
6
£1,434 chargeable
Open / closed
2 / 53
Across the selected period
Data-quality gaps
1
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

41
records
  • Microsoft 3656
  • Line of business app6
  • Backup5
  • Hardware5
  • Telephony4
  • Security4

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026413.54 hr92.5%314

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Chloe Dempsey70.89 hr100%0
Kelly Gregory51.21 hr100%0
Daniel Blacker54.32 hr80%1
Anne-Marie Cable51.94 hr100%0
Phil Jenkins43.71 hr75%1
Karen Taylor42.51 hr100%0
(Not recorded)320.83 hr67%1
Julie Herbert32.00 hr100%0
Rachael Parkin21.50 hr100%0
Barry Ebbs21.10 hr100%0
Damian Armstrong11.46 hr100%0

3 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 50.6 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
308772(Not recorded)HP ProBook 450 G62026-01-09 09:4458.56 hr+50.6BKHandset registration
308785Daniel BlackerHP t6402026-03-11 09:1011.35 hr+3.4SESpoofed email reported
308776Phil JenkinsLenovo ThinkPad T142026-02-02 16:2611.34 hr+3.3MLPhishing report triage

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Chloe DempseyEmail / Microsoft 365302 Jan 2026 – 03 Mar 2026

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

55 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
FOL232-10014924 Aug 2026Planned Install · excludedName change request
User admin · ML · Remote
P3In Progress——n/a
FOL232-10014819 Aug 2026Service Request · excludedLicence renewal
Line of business app · BK · Branch
P2Resolved——n/a
FOL232-10014718 Aug 2026IncidentBackup capacity review
Backup · KB · Head Office
P3Closed0.33 hr18.9 hrMet
FOL232-10014614 Aug 2026IncidentPrinter offline
Printing · TAG · Head Office
P3Closed5.81 hr1.7 daysMet
FOL232-10014512 Aug 2026IncidentLicence renewal
Line of business app · ML · Head Office
P3Resolved0.50 hr20.9 hrMet
FOL232-10014407 Aug 2026IncidentApplication crash on launch
Line of business app · AB · Head Office
P4Resolved1.55 hr2.3 daysMet
FOL232-10014330 Jul 2026Service RequestDocking station not detected
Hardware · SE · Remote
P3Resolved2.96 hr1.7 daysMet
FOL232-10014226 Jul 2026Quote · excludedLaptop will not boot
Hardware · AB · Head Office
P3In Progress——n/a
FOL232-10014124 Jul 2026Service RequestTeams sign-in loop
Microsoft 365 · SE · Head Office
P3Resolved1.42 hr14.9 hrMet
FOL232-10014023 Jul 2026Service Request · excludedTeams sign-in loop
Microsoft 365 · KB · Head Office
P3Closed——n/a
FOL232-10013921 Jul 2026IncidentSharePoint permission request
Microsoft 365 · AB · Branch
P3Closed0.19 hr1.0 daysMet
FOL232-10013820 Jul 2026Service RequestNew extension setup
Telephony · ML · Head Office
P4Closed2.58 hr1.6 daysMet
FOL232-10013716 Jul 2026Service RequestReplacement keyboard
Hardware · ML · Branch
P3Resolved2.38 hr14.6 hrMet
FOL232-10013615 Jul 2026Planned Install · excludedLicence renewal
Line of business app · TAG · Remote
P2Closed——n/a
FOL232-10013509 Jul 2026IncidentLeaver process
User admin · TAG · Head Office
P3Closed0.21 hr2.2 daysMet
FOL232-10013402 Jul 2026Service RequestRetention change
Backup · SE · Site 2
P3Resolved1.18 hr1.8 daysMet
FOL232-10013318 Jun 2026Quote · excludedPermission change
User admin · SE · Remote
P3Resolved——n/a
FOL232-10013217 Jun 2026Quote · excludedNew printer driver rollout
Printing · SE · Branch
P4Closed——n/a
FOL232-10013112 Jun 2026Service RequestLeaver process
User admin · ML · Head Office
P3Resolved0.32 hr1.7 daysMet
FOL232-10013010 Jun 2026Service RequestLaptop will not boot
Hardware · KB · Remote
P4Resolved1.88 hr1.7 daysMet
FOL232-10012908 Jun 2026Service RequestNew extension setup
Telephony · ML · Head Office
P4Closed0.15 hr21.8 hrMet
FOL232-10012807 Jun 2026Service RequestMFA reset
Security · KB · Head Office
P4Closed0.32 hr19.2 hrMet
FOL232-10012703 Jun 2026Service RequestLicence renewal
Line of business app · TAG · Remote
P3Closed0.37 hr1.6 daysMet
FOL232-10012621 May 2026Service RequestApplication crash on launch
Line of business app · ML · Branch
P4Closed0.90 hr2.5 daysMet
FOL232-10012520 May 2026Incident · excludedScreen flickering
Hardware · SE · Head Office
P3Resolved——n/a
FOL232-10012418 May 2026IncidentBackup capacity review
Backup · SE · Head Office
P3Resolved——n/a
FOL232-10012312 May 2026IncidentToner replacement
Printing · KB · Head Office
P3Resolved0.17 hr1.8 daysMet
FOL232-10012205 May 2026IncidentLicence renewal
Line of business app · SE · Head Office
P2Resolved1.26 hr1.8 daysMet
FOL232-10012129 Apr 2026IncidentDocking station not detected
Hardware · AB · Head Office
P3Closed1.36 hr11.7 hrMet
FOL232-10012022 Apr 2026IncidentSite offline
Network · KB · Branch
P4Closed2.85 hr2.5 daysMet
FOL232-10011921 Apr 2026Service RequestReplacement keyboard
Hardware · SE · Remote
P3Closed0.96 hr1.8 daysMet
FOL232-10011815 Apr 2026Incident · excludedRetention change
Backup · AB · Head Office
P4Resolved——n/a
FOL232-10011710 Apr 2026Service RequestOneDrive sync conflict
Microsoft 365 · ML · Head Office
P3Resolved4.28 hr3.7 hrMet
FOL232-10011607 Apr 2026ChangePermission change
User admin · BK · Head Office
P4Closed1.04 hr7.5 hrMet
FOL232-10011506 Apr 2026IncidentWi-Fi dropouts in warehouse
Network · ML · Remote
P2Closed1.32 hr12.0 hrMet
FOL232-10011402 Apr 2026Quote · excludedLaptop will not boot
Hardware · TAG · Branch
P4Closed——n/a
FOL232-10011301 Apr 2026Planned Install · excludedScreen flickering
Hardware · KB · Head Office
P2Resolved——n/a
FOL232-10011218 Mar 2026Service RequestScan to email failing
Printing · AB · Head Office
P3Closed0.55 hr6.3 hrMet
FOL232-10011112 Mar 2026Service RequestMessage quarantined
Email · TAG · Head Office
P3Resolved5.81 hr8.4 hrMet
FOL232-10011011 Mar 2026IncidentSpoofed email reported
Email · SE · Branch
P3Closed11.35 hr1.6 daysMissed
FOL232-10010907 Mar 2026IncidentPhishing report triage
Security · ML · Site 2
P1Closed1.46 hr13.9 hrMet
FOL232-10010806 Mar 2026IncidentEndpoint alert investigation
Security · SE · Head Office
P2Resolved4.44 hr2.4 daysMet
FOL232-10010704 Mar 2026IncidentSharePoint permission request
Microsoft 365 · TAG · Head Office
P1Resolved1.75 hr16.3 hrMet
FOL232-10010603 Mar 2026IncidentSpoofed email reported
Email · BK · Head Office
P3Closed0.70 hr0.8 hrMet
FOL232-10010517 Feb 2026ChangeRetention change
Backup · KB · Remote
P3Closed1.18 hr1.4 hrMet
FOL232-10010413 Feb 2026Service RequestNew extension setup
Telephony · BK · Site 2
P3Closed0.96 hr1.2 daysMet
FOL232-10010311 Feb 2026Service RequestOutlook not syncing
Microsoft 365 · AB · Head Office
P3Resolved0.87 hr2.2 daysMet
FOL232-10010204 Feb 2026Incident · excludedWi-Fi dropouts in warehouse
Network · KB · Branch
P2Closed——n/a
FOL232-10010102 Feb 2026Service RequestPhishing report triage
Security · ML · Head Office
P3Closed11.34 hr1.4 daysMissed
FOL232-10010026 Jan 2026Planned Install · excludedScan to email failing
Printing · SE · Remote
P4Closed——n/a
FOL232-10009920 Jan 2026Incident · excludedNew extension setup
Telephony · SE · Remote
P2Closed——n/a
FOL232-10009813 Jan 2026IncidentDatabase timeout
Line of business app · TAG · Head Office
P4Resolved2.04 hr1.2 daysMet
FOL232-10009709 Jan 2026IncidentHandset registration
Telephony · BK · Remote
P3Resolved58.56 hr13.9 hrMissed
FOL232-10009608 Jan 2026Service RequestRetention change
Backup · TAG · Branch
P4Resolved3.81 hr1.9 daysMet
FOL232-10009502 Jan 2026Service RequestOutlook not syncing
Microsoft 365 · ML · Site 2
P4Resolved0.58 hr22.8 hrMet
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.