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Foxton Academy Solutions

FOX324ActiveNo agreement

foxtonacademy.co.uk · Education · Account manager Rachel Byrne · Foxton Holdings (site of 4)

Microsoft 365Healthy2 days agoSupport & assets (SQL)Healthy12 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. 12 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

29 eligible records in this year
Average first response
2.2 hr
Target 8 hours from logged to responded
Average resolution
22.8 hr
Open records excluded from the average
SLA achievement
96.3%
1 call(s) over the 8-hour target
First-time fix
79.3%
Where the source records the field

Volume

Contract calls
29
41 calls logged in the period
Off contract
6
£1,716 chargeable
Open / closed
1 / 40
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

29
records
  • Hardware5
  • Telephony5
  • Security4
  • Email3
  • User admin3
  • Printing3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026292.23 hr96.3%112

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
Karen Taylor51.73 hr100%0
Julie Herbert30.92 hr100%0
Barry Ebbs31.76 hr100%0
Chloe Dempsey20.41 hr100%0
Damian Armstrong25.29 hr100%0
Aiden Higgins20.63 hr100%0
Daniel Blacker25.22 hr50%1
Kelly Gregory22.82 hr100%0
(Not recorded)22.91 hr100%0
Anne-Marie Cable21.78 hr100%0
Stacey Thomas22.63 hr100%0
Rachael Parkin11.15 hr100%0

1 contract calls missed the 8-hour target

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

Longest 1.3 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
303183Daniel BlackerDell Latitude 54402026-02-27 11:479.26 hr+1.3MLCall quality issue

Recurring issues by call logger

Repeat patterns worth fixing at source

No repeat pattern in this period.

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
FOX324-10012312 Aug 2026Quote · excludedLicence renewal
Line of business app · TAG · Head Office
P2Open——n/a
FOX324-10012211 Aug 2026IncidentMFA reset
Security · ML · Head Office
P4Resolved——n/a
FOX324-10012110 Aug 2026Project · excludedNew extension setup
Telephony · SE · Head Office
P4Closed——n/a
FOX324-10012006 Aug 2026Incident · excludedSwitch port fault
Network · TAG · Head Office
P3Resolved——n/a
FOX324-10011930 Jul 2026Service RequestPrinter offline
Printing · AB · Site 2
P1Resolved1.19 hr13.7 hrMet
FOX324-10011822 Jul 2026IncidentSlow VPN
Network · TAG · Head Office
P4Closed——n/a
FOX324-10011721 Jul 2026IncidentMailbox delegation
Email · TAG · Head Office
P3Resolved4.06 hr3.1 hrMet
FOX324-10011613 Jul 2026IncidentDocking station not detected
Hardware · SE · Branch
P2Closed0.34 hr23.7 hrMet
FOX324-10011502 Jul 2026IncidentName change request
User admin · BK · Head Office
P3Closed0.32 hr1.0 daysMet
FOX324-10011430 Jun 2026Service RequestDistribution list change
Email · AB · Head Office
P4Resolved0.85 hr22.0 hrMet
FOX324-10011329 Jun 2026IncidentPermission change
User admin · SE · Branch
P3Closed1.19 hr1.6 daysMet
FOX324-10011224 Jun 2026ChangeCall quality issue
Telephony · ML · Head Office
P3Resolved0.83 hr1.1 daysMet
FOX324-10011111 Jun 2026ChangeCall quality issue
Telephony · ML · Head Office
P3Closed3.22 hr10.5 hrMet
FOX324-10011005 Jun 2026IncidentToner replacement
Printing · KB · Head Office
P3Resolved1.15 hr3.6 hrMet
FOX324-10010901 Jun 2026ChangeToner replacement
Printing · KB · Remote
P3Resolved0.76 hr1.3 daysMet
FOX324-10010827 May 2026Quote · excludedReplacement keyboard
Hardware · BK · Head Office
P3Closed——n/a
FOX324-10010725 May 2026IncidentCall quality issue
Telephony · BK · Branch
P2Closed4.98 hr1.9 daysMet
FOX324-10010615 May 2026Quote · excludedOneDrive sync conflict
Microsoft 365 · AB · Branch
P3Resolved——n/a
FOX324-10010512 May 2026IncidentOneDrive sync conflict
Microsoft 365 · KB · Head Office
P3Resolved4.53 hr2.1 daysMet
FOX324-10010411 May 2026IncidentDocking station not detected
Hardware · KB · Head Office
P2Closed0.40 hr5.3 hrMet
FOX324-10010308 May 2026Incident · excludedLicence renewal
Line of business app · ML · Site 2
P3Closed——n/a
FOX324-10010207 May 2026IncidentApplication crash on launch
Line of business app · AB · Head Office
P2Resolved3.57 hr1.2 daysMet
FOX324-10010105 May 2026Project · excludedSite offline
Network · SE · Branch
P3Resolved——n/a
FOX324-10010014 Apr 2026IncidentEndpoint alert investigation
Security · ML · Head Office
P3Closed0.58 hr3.4 hrMet
FOX324-10009908 Apr 2026ChangePermission change
User admin · AB · Head Office
P3Closed4.07 hr2.0 daysMet
FOX324-10009804 Apr 2026Service Request · excludedRetention change
Backup · BK · Branch
P3Resolved——n/a
FOX324-10009731 Mar 2026IncidentBackup job failed
Backup · SE · Branch
P1Resolved0.82 hr10.0 hrMet
FOX324-10009624 Mar 2026Planned Install · excludedBackup capacity review
Backup · AB · Head Office
P3Resolved——n/a
FOX324-10009523 Mar 2026IncidentSwitch port fault
Network · TAG · Site 2
P3Closed2.07 hr14.8 hrMet
FOX324-10009410 Mar 2026IncidentScreen flickering
Hardware · KB · Head Office
P3Closed0.78 hr5.0 hrMet
FOX324-10009327 Feb 2026IncidentCall quality issue
Telephony · ML · Head Office
P3Closed9.26 hr23.6 hrMissed
FOX324-10009224 Feb 2026IncidentLaptop will not boot
Hardware · SE · Head Office
P3Closed5.31 hr5.3 hrMet
FOX324-10009120 Feb 2026Service Request · excludedToner replacement
Printing · ML · Remote
P3Closed——n/a
FOX324-10009018 Feb 2026IncidentOneDrive sync conflict
Microsoft 365 · BK · Branch
P3Resolved1.05 hr9.4 hrMet
FOX324-10008913 Feb 2026Incident · excludedOneDrive sync conflict
Microsoft 365 · ML · Branch
P3Closed——n/a
FOX324-10008804 Feb 2026IncidentSuspicious sign-in review
Security · AB · Branch
P4Resolved1.14 hr22.1 hrMet
FOX324-10008701 Feb 2026IncidentMailbox delegation
Email · AB · Head Office
P2Closed0.91 hr2.2 daysMet
FOX324-10008630 Jan 2026IncidentMFA reset
Security · TAG · Head Office
P3Resolved0.34 hr1.5 daysMet
FOX324-10008520 Jan 2026IncidentNew extension setup
Telephony · BK · Head Office
P3Resolved6.06 hr0.7 hrMet
FOX324-10008419 Jan 2026Incident · excludedName change request
User admin · BK · Head Office
P2Closed——n/a
FOX324-10008309 Jan 2026IncidentDocking station not detected
Hardware · ML · Remote
P4Closed0.41 hr2.3 daysMet
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.