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Foxton Publishing Associates

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foxtonpublishing.co.uk · Publishing · Account manager Ellie Marsh · Foxton Holdings (head office of 4)

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy8 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. 22 records in this selection sit outside that — quotes, projects and planned installs, plus 10 calls billed time and materials. They stay visible for volume context.

Service performance

48 eligible records in this year
Average first response
3.4 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
91.3%
4 call(s) over the 8-hour target
First-time fix
66.0%
Where the source records the field

Volume

Contract calls
48
70 calls logged in the period
Off contract
10
£3,166.5 chargeable
Open / closed
1 / 69
Across the selected period
Data-quality gaps
2
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

48
records
  • Email8
  • Backup7
  • Telephony6
  • Printing6
  • Microsoft 3656
  • Network4

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026483.43 hr91.3%422

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
Kelly Gregory72.39 hr100%0
Karen Taylor54.23 hr80%1
Stacey Thomas51.02 hr100%0
Daniel Blacker51.50 hr100%0
Anne-Marie Cable40.80 hr100%0
Chloe Dempsey43.13 hr100%0
Julie Herbert42.99 hr100%0
Barry Ebbs34.86 hr67%1
(Not recorded)32.93 hr100%0
Phil Jenkins35.94 hr67%1
Rachael Parkin313.59 hr67%1
Aiden Higgins11.07 hr100%0

4 contract calls missed the 8-hour target

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

Longest 31.0 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
306069Rachael ParkinDell OptiPlex 30502026-05-06 13:0839.00 hr+31.0KBVoicemail not delivering
306091Phil JenkinsDell OptiPlex 30502026-07-28 17:5513.36 hr+5.4SESharePoint permission request
306037Barry EbbsHP ProDesk 400 G72026-01-30 12:5310.87 hr+2.9KBReport not generating
306030Karen TaylorApple MacBook Pro 142026-01-08 11:0210.51 hr+2.5TAGLaptop will not boot

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Kelly GregoryMonitoring / server / security309 Jan 2026 – 08 Jun 2026
Stacey ThomasEmail / Microsoft 365312 Jan 2026 – 19 May 2026
Anne-Marie CableBackup / restore310 Feb 2026 – 05 Apr 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
IGEL UD3Backup / restore319 Jan 2026 – 23 Jul 2026
IGEL UD3Email / Microsoft 365317 Jun 2026 – 04 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
FOX303-10020425 Aug 2026IncidentMailbox delegation
Email · SE · Branch
P4Open——n/a
FOX303-10020311 Aug 2026IncidentLeaver process
User admin · BK · Head Office
P3Closed0.12 hr1.2 daysMet
FOX303-10020210 Aug 2026IncidentSlow VPN
Network · KB · Head Office
P3Resolved0.56 hr0.3 hrMet
FOX303-10020104 Aug 2026IncidentSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Resolved2.37 hr1.2 daysMet
FOX303-10020002 Aug 2026IncidentVoicemail not delivering
Telephony · BK · Head Office
P2Resolved4.56 hr4.4 hrMet
FOX303-10019930 Jul 2026IncidentPrinter offline
Printing · BK · Remote
P3Resolved0.17 hr1.2 daysMet
FOX303-10019829 Jul 2026Quote · excludedPhishing report triage
Security · TAG · Head Office
P3Closed——n/a
FOX303-10019728 Jul 2026IncidentSharePoint permission request
Microsoft 365 · SE · Head Office
P3Closed13.36 hr16.6 hrMissed
FOX303-10019623 Jul 2026IncidentRestore request
Backup · KB · Site 2
P3Closed0.88 hr1.8 daysMet
FOX303-10019521 Jul 2026IncidentSwitch port fault
Network · BK · Remote
P2Closed4.75 hr1.0 daysMet
FOX303-10019417 Jul 2026Incident · excludedSharePoint permission request
Microsoft 365 · ML · Head Office
P3Resolved——n/a
FOX303-10019314 Jul 2026IncidentCall quality issue
Telephony · BK · Remote
P3Resolved0.46 hr7.4 hrMet
FOX303-10019208 Jul 2026Service RequestSpoofed email reported
Email · AB · Head Office
P2Closed0.85 hr19.3 hrMet
FOX303-10019106 Jul 2026Incident · excludedSlow VPN
Network · ML · Branch
P4Resolved——n/a
FOX303-10019003 Jul 2026Quote · excludedMFA reset
Security · KB · Site 2
P2Resolved——n/a
FOX303-10018901 Jul 2026Change · excludedNew extension setup
Telephony · SE · Head Office
P3Closed——n/a
FOX303-10018826 Jun 2026Service Request · excludedBackup job failed
Backup · ML · Head Office
P3Closed——n/a
FOX303-10018723 Jun 2026Quote · excludedWi-Fi dropouts in warehouse
Network · KB · Head Office
P3Closed——n/a
FOX303-10018618 Jun 2026IncidentOutlook not syncing
Microsoft 365 · ML · Head Office
P4Closed0.34 hr10.6 hrMet
FOX303-10018517 Jun 2026Service RequestMessage quarantined
Email · BK · Remote
P4Resolved0.56 hr1.3 daysMet
FOX303-10018412 Jun 2026ChangeScan to email failing
Printing · KB · Head Office
P3Resolved4.56 hr8.5 hrMet
FOX303-10018308 Jun 2026Service RequestSuspicious sign-in review
Security · SE · Head Office
P3Resolved0.18 hr1.2 daysMet
FOX303-10018204 Jun 2026Service RequestPhishing report triage
Security · SE · Head Office
P3Resolved7.53 hr1.3 daysMet
FOX303-10018128 May 2026Service RequestBackup job failed
Backup · ML · Head Office
P3Resolved1.35 hr1.7 daysMet
FOX303-10018019 May 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Remote
P3Resolved2.52 hr3.6 hrMet
FOX303-10017915 May 2026IncidentMessage quarantined
Email · SE · Head Office
P4Closed0.93 hr15.9 hrMet
FOX303-10017812 May 2026Quote · excludedSwitch port fault
Network · TAG · Head Office
P1Resolved——n/a
FOX303-10017711 May 2026Service RequestDistribution list change
Email · TAG · Head Office
P3Closed1.11 hr2.5 daysMet
FOX303-10017607 May 2026Incident · excludedLeaver process
User admin · AB · Head Office
P3Closed——n/a
FOX303-10017506 May 2026Service RequestVoicemail not delivering
Telephony · KB · Remote
P3Resolved39.00 hr1.8 daysMissed
FOX303-10017401 May 2026Quote · excludedApplication crash on launch
Line of business app · AB · Remote
P3Resolved——n/a
FOX303-10017329 Apr 2026Service RequestVoicemail not delivering
Telephony · KB · Branch
P4Closed2.89 hr1.2 daysMet
FOX303-10017227 Apr 2026Incident · excludedMFA reset
Security · AB · Head Office
P3Resolved——n/a
FOX303-10017124 Apr 2026IncidentScreen flickering
Hardware · TAG · Head Office
P4Resolved——n/a
FOX303-10017023 Apr 2026IncidentTeams sign-in loop
Microsoft 365 · TAG · Head Office
P1Closed3.33 hr4.2 hrMet
FOX303-10016916 Apr 2026Quote · excludedWi-Fi dropouts in warehouse
Network · SE · Remote
P3Resolved——n/a
FOX303-10016807 Apr 2026IncidentNew extension setup
Telephony · ML · Head Office
P4Closed0.61 hr2.1 daysMet
FOX303-10016705 Apr 2026Service RequestBackup capacity review
Backup · KB · Head Office
P4Resolved1.90 hr1.4 hrMet
FOX303-10016603 Apr 2026Project · excludedOutlook not syncing
Microsoft 365 · ML · Head Office
P2Resolved——n/a
FOX303-10016502 Apr 2026IncidentPrinter offline
Printing · BK · Head Office
P4Resolved0.49 hr22.4 hrMet
FOX303-10016430 Mar 2026Quote · excludedNew printer driver rollout
Printing · TAG · Branch
P3Resolved——n/a
FOX303-10016327 Mar 2026IncidentMessage quarantined
Email · TAG · Head Office
P3Closed0.97 hr1.4 daysMet
FOX303-10016225 Mar 2026IncidentReport not generating
Line of business app · TAG · Remote
P4Closed4.70 hr2.3 daysMet
FOX303-10016124 Mar 2026ChangeWi-Fi dropouts in warehouse
Network · TAG · Head Office
P3Closed0.20 hr7.4 hrMet
FOX303-10016023 Mar 2026Service Request · excludedDatabase timeout
Line of business app · KB · Head Office
P3Closed——n/a
FOX303-10015919 Mar 2026IncidentDocking station not detected
Hardware · ML · Remote
P3Resolved4.64 hr9.1 hrMet
FOX303-10015817 Mar 2026IncidentReport not generating
Line of business app · ML · Branch
P3Closed1.36 hr2.0 daysMet
FOX303-10015716 Mar 2026IncidentBackup job failed
Backup · ML · Head Office
P3Resolved0.71 hr9.4 hrMet
FOX303-10015612 Mar 2026Service RequestOneDrive sync conflict
Microsoft 365 · TAG · Remote
P3Closed0.93 hr22.1 hrMet
FOX303-10015511 Mar 2026IncidentPrinter offline
Printing · TAG · Site 2
P4Closed2.40 hr1.7 daysMet
FOX303-10015409 Mar 2026Service RequestNew starter setup
User admin · SE · Head Office
P2Closed1.07 hr2.2 daysMet
FOX303-10015305 Mar 2026Service Request · excludedPrinter offline
Printing · KB · Branch
P3Resolved——n/a
FOX303-10015227 Feb 2026Service RequestRestore request
Backup · KB · Head Office
P2Closed1.48 hr14.2 hrMet
FOX303-10015125 Feb 2026Incident · excludedMessage quarantined
Email · ML · Branch
P3Closed——n/a
FOX303-10015024 Feb 2026Quote · excludedMailbox delegation
Email · SE · Head Office
P2Closed——n/a
FOX303-10014923 Feb 2026IncidentNew printer driver rollout
Printing · AB · Remote
P3Closed4.59 hr1.2 daysMet
FOX303-10014819 Feb 2026IncidentMFA reset
Security · AB · Head Office
P2Resolved5.90 hr12.8 hrMet
FOX303-10014718 Feb 2026Service Request · excludedRestore request
Backup · KB · Branch
P4Resolved——n/a
FOX303-10014613 Feb 2026Quote · excludedDatabase timeout
Line of business app · BK · Head Office
P3Closed——n/a
FOX303-10014510 Feb 2026Service RequestRestore request
Backup · KB · Site 2
P3Closed0.47 hr21.6 hrMet
FOX303-10014405 Feb 2026Project · excludedDocking station not detected
Hardware · SE · Remote
P4Closed——n/a
FOX303-10014330 Jan 2026Service RequestReport not generating
Line of business app · KB · Head Office
P2Closed10.87 hr1.4 daysMissed
FOX303-10014223 Jan 2026ChangePrinter offline
Printing · BK · Branch
P3Resolved3.90 hr1.1 daysMet
FOX303-10014119 Jan 2026Service RequestRetention change
Backup · ML · Head Office
P3Closed1.22 hr20.8 hrMet
FOX303-10014015 Jan 2026IncidentMailbox delegation
Email · ML · Head Office
P3Closed2.70 hr2.4 daysMet
FOX303-10013913 Jan 2026IncidentNew extension setup
Telephony · BK · Branch
P3Closed1.02 hr17.5 hrMet
FOX303-10013812 Jan 2026IncidentMailbox delegation
Email · SE · Branch
P4Closed0.54 hr1.6 daysMet
FOX303-10013709 Jan 2026IncidentSwitch port fault
Network · ML · Head Office
P3Closed2.01 hr1.2 daysMet
FOX303-10013608 Jan 2026Service RequestLaptop will not boot
Hardware · TAG · Head Office
P3Closed10.51 hr2.3 daysMissed
FOX303-10013502 Jan 2026Quote · excludedPermission change
User admin · AB · Head Office
P2Closed——n/a
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.