SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 3 records in this selection sit outside that — quotes, projects and planned installs, plus 3 calls billed time and materials. They stay visible for volume context.
Service performance
20 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
80.0%
4 call(s) over the 8-hour target
First-time fix
95.0%
Where the source records the field
Volume
Contract calls
20
23 calls logged in the period
Off contract
3
£486 chargeable
Open / closed
0 / 23
Across the selected period
Data-quality gaps
0
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
20
records
- Email4
- Line of business app3
- Printing2
- User admin2
- Hardware2
- Telephony2
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 20 | 5.16 hr | 80.0% | 4 | 3 |
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 | 3 | 8.56 hr | 67% | 1 |
| Julie Herbert | 3 | 3.22 hr | 100% | 0 |
| Rachael Parkin | 3 | 0.63 hr | 100% | 0 |
| Chloe Dempsey | 3 | 3.59 hr | 67% | 1 |
| Kelly Gregory | 2 | 1.82 hr | 100% | 0 |
| Phil Jenkins | 2 | 2.50 hr | 100% | 0 |
| (Not recorded) | 1 | 28.49 hr | 0% | 1 |
| Daniel Blacker | 1 | 1.22 hr | 100% | 0 |
| Damian Armstrong | 1 | 5.54 hr | 100% | 0 |
| Anne-Marie Cable | 1 | 11.41 hr | 0% | 1 |
4 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 20.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 300864 | (Not recorded) | Fortinet FortiGate 60F | 2026-01-26 11:21 | 28.49 hr | +20.5 | KB | Toner replacement |
| 300863 | Karen Taylor | Samsung Galaxy A54 | 2026-01-02 12:30 | 24.85 hr | +16.9 | SE | Licence renewal |
| 300881 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-07-27 16:52 | 11.41 hr | +3.4 | TAG | Retention change |
| 300884 | Chloe Dempsey | Draytek Vigor 2927 | 2026-08-12 17:29 | 9.14 hr | +1.1 | SE | Switch port fault |
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
23 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| FOX517-100061 | 19 Aug 2026 | Incident | Screen flickering Hardware · BK · Remote | P3 | Closed | 0.77 hr | 1.5 days | Met |
| FOX517-100060 | 12 Aug 2026 | Incident | Switch port fault Network · SE · Branch | P4 | Closed | 9.14 hr | 1.2 hr | Missed |
| FOX517-100059 | 03 Aug 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Resolved | 0.45 hr | 2.0 days | Met |
| FOX517-100058 | 31 Jul 2026 | Change | Database timeout Line of business app · BK · Head Office | P2 | Closed | 3.71 hr | 4.2 hr | Met |
| FOX517-100057 | 27 Jul 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Closed | 11.41 hr | 22.1 hr | Missed |
| FOX517-100056 | 25 Jul 2026 | Incident | Call quality issue Telephony · TAG · Remote | P3 | Resolved | 0.14 hr | 1.3 days | Met |
| FOX517-100055 | 11 Jul 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Resolved | 0.91 hr | 0.6 hr | Met |
| FOX517-100054 | 03 Jul 2026 | Change · excluded | Retention change Backup · AB · Branch | P3 | Closed | — | — | n/a |
| FOX517-100053 | 08 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Closed | 0.58 hr | 1.3 days | Met |
| FOX517-100052 | 04 May 2026 | Change | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 4.23 hr | 1.8 days | Met |
| FOX517-100051 | 01 May 2026 | Service Request | Message quarantined Email · BK · Head Office | P3 | Closed | 1.32 hr | 1.5 days | Met |
| FOX517-100050 | 27 Apr 2026 | Incident | Docking station not detected Hardware · BK · Remote | P4 | Resolved | 5.54 hr | 1.8 days | Met |
| FOX517-100049 | 26 Mar 2026 | Change · excluded | Leaver process User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| FOX517-100048 | 04 Mar 2026 | Incident | Distribution list change Email · ML · Head Office | P4 | Resolved | 0.69 hr | 7.0 hr | Met |
| FOX517-100047 | 03 Mar 2026 | Incident | Spoofed email reported Email · KB · Remote | P3 | Closed | 0.70 hr | 1.3 days | Met |
| FOX517-100046 | 24 Feb 2026 | Service Request | Permission change User admin · SE · Branch | P2 | Closed | 1.17 hr | 1.3 days | Met |
| FOX517-100045 | 23 Feb 2026 | Incident · excluded | Distribution list change Email · SE · Head Office | P4 | Resolved | — | — | n/a |
| FOX517-100044 | 13 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Remote | P2 | Resolved | 3.07 hr | 2.2 days | Met |
| FOX517-100043 | 10 Feb 2026 | Incident | Permission change User admin · ML · Remote | P3 | Resolved | 0.29 hr | 1.5 days | Met |
| FOX517-100042 | 30 Jan 2026 | Incident | Scan to email failing Printing · TAG · Remote | P3 | Resolved | 1.22 hr | 1.2 days | Met |
| FOX517-100041 | 28 Jan 2026 | Service Request | Endpoint alert investigation Security · TAG · Remote | P4 | Resolved | 4.62 hr | 3.2 hr | Met |
| FOX517-100040 | 26 Jan 2026 | Service Request | Toner replacement Printing · KB · Head Office | P3 | Resolved | 28.49 hr | 2.5 days | Missed |
| FOX517-100039 | 02 Jan 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 24.85 hr | 1.9 days | Missed |
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.