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FOX837ActiveManaged contract

foxtonbrokers.co.uk · Insurance · Account manager Tom Whitfield

Microsoft 365Authentication failed9 days agoSupport & assets (SQL)Healthy22 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. 27 records in this selection sit outside that — quotes, projects and planned installs, plus 8 calls billed time and materials. They stay visible for volume context.

Service performance

89 eligible records in this year
Average first response
4.3 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.1%
10 call(s) over the 8-hour target
First-time fix
64.8%
Where the source records the field

Volume

Contract calls
89
116 calls logged in the period
Off contract
8
£4,175.25 chargeable
Open / closed
3 / 113
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

89
records
  • Security13
  • Network10
  • Line of business app10
  • Microsoft 3659
  • Email9
  • Printing9

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026894.25 hr88.1%1027

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 Taylor123.25 hr100%0
Anne-Marie Cable1212.54 hr75%3
Damian Armstrong81.59 hr100%0
Chloe Dempsey82.53 hr86%1
Stacey Thomas81.27 hr100%0
Barry Ebbs71.44 hr100%0
Kelly Gregory72.13 hr100%0
Rachael Parkin74.43 hr83%1
(Not recorded)53.37 hr80%1
Aiden Higgins43.65 hr75%1
Julie Herbert47.71 hr50%2
Phil Jenkins42.99 hr75%1

10 contract calls missed the 8-hour target

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

Longest 104.7 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
303218Anne-Marie CableAruba AP-5152026-03-05 14:58112.66 hr+104.7TAGDatabase timeout
303300Julie HerbertWatchGuard T85-W2026-08-14 12:3913.90 hr+5.9ABNew printer driver rollout
303220(Not recorded)Apple MacBook Air M22026-03-09 17:3412.54 hr+4.5SECall quality issue
303286Rachael ParkinDell Latitude 54402026-07-11 15:2310.59 hr+2.6SEName change request
303296Phil JenkinsHP EliteBook 840 G92026-08-03 13:2310.42 hr+2.4KBPermission change
303284Julie HerbertDell Latitude 54402026-07-08 11:259.85 hr+1.9SELicence renewal
303260Anne-Marie CableApple MacBook Pro 142026-05-29 11:549.05 hr+1.1BKNew printer driver rollout
303191Aiden HigginsDell OptiPlex 30502026-01-07 13:068.62 hr+0.6ABOutlook not syncing
303270Anne-Marie CableDell OptiPlex 70102026-06-16 12:328.62 hr+0.6BKOneDrive sync conflict
303290Chloe DempseyApple MacBook Pro 142026-07-16 14:248.52 hr+0.5BKOneDrive sync conflict

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorEmail / Microsoft 365402 Jan 2026 – 23 Apr 2026
Anne-Marie CableEmail / Microsoft 365321 Jan 2026 – 16 Jun 2026
Chloe DempseyMonitoring / server / security323 Jan 2026 – 30 Jun 2026
Damian ArmstrongMonitoring / server / security311 Feb 2026 – 31 Mar 2026
(Not recorded)Monitoring / server / security325 Feb 2026 – 10 Aug 2026
Karen TaylorMonitoring / server / security327 Feb 2026 – 18 Jun 2026
Anne-Marie CablePrinting320 Mar 2026 – 29 May 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
HP ProDesk 400 G7Monitoring / server / security427 Mar 2026 – 30 Jun 2026
Dell Latitude 5440Backup / restore312 Jan 2026 – 06 May 2026
HP ProDesk 400 G7Line of business app328 Jan 2026 – 18 May 2026
Dell OptiPlex 3050Monitoring / server / security311 Feb 2026 – 20 May 2026
Dell Latitude 7420Printing312 Mar 2026 – 20 Mar 2026
Dell Latitude 7420Monitoring / server / security319 Mar 2026 – 04 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
FOX837-10034424 Aug 2026Incident · excludedName change request
User admin · ML · Remote
P3Resolved——n/a
FOX837-10034320 Aug 2026IncidentNew printer driver rollout
Printing · BK · Branch
P3In Progress——n/a
FOX837-10034219 Aug 2026Project · excludedLicence renewal
Line of business app · BK · Head Office
P4Resolved——n/a
FOX837-10034117 Aug 2026Service RequestNew extension setup
Telephony · AB · Head Office
P3Resolved0.09 hr2.3 daysMet
FOX837-10034014 Aug 2026IncidentNew printer driver rollout
Printing · AB · Head Office
P4Closed13.90 hr1.4 daysMissed
FOX837-10033910 Aug 2026IncidentSlow VPN
Network · KB · Head Office
P2Closed0.56 hr2.1 daysMet
FOX837-10033805 Aug 2026Quote · excludedVoicemail not delivering
Telephony · BK · Head Office
P4Open——n/a
FOX837-10033704 Aug 2026IncidentMFA reset
Security · KB · Head Office
P1Closed——n/a
FOX837-10033603 Aug 2026IncidentPermission change
User admin · KB · Branch
P4Resolved10.42 hr2.3 daysMissed
FOX837-10033531 Jul 2026Service RequestNew starter setup
User admin · SE · Head Office
P3Closed0.81 hr7.6 hrMet
FOX837-10033430 Jul 2026Service RequestPermission change
User admin · SE · Head Office
P3Resolved5.08 hr1.9 daysMet
FOX837-10033329 Jul 2026ChangeSuspicious sign-in review
Security · AB · Head Office
P4Closed3.35 hr11.3 hrMet
FOX837-10033228 Jul 2026IncidentReplacement keyboard
Hardware · AB · Head Office
P3Closed2.47 hr1.9 daysMet
FOX837-10033117 Jul 2026Quote · excludedOutlook not syncing
Microsoft 365 · BK · Branch
P4In Progress——n/a
FOX837-10033016 Jul 2026IncidentOneDrive sync conflict
Microsoft 365 · BK · Head Office
P2Closed8.52 hr7.2 hrMissed
FOX837-10032915 Jul 2026Incident · excludedLaptop will not boot
Hardware · TAG · Head Office
P2Resolved——n/a
FOX837-10032814 Jul 2026IncidentEndpoint alert investigation
Security · AB · Branch
P4Closed0.21 hr2.3 daysMet
FOX837-10032713 Jul 2026Service RequestDistribution list change
Email · ML · Site 2
P3Closed5.46 hr0.5 hrMet
FOX837-10032611 Jul 2026Service RequestName change request
User admin · SE · Head Office
P2Resolved10.59 hr2.4 daysMissed
FOX837-10032509 Jul 2026ChangeNew extension setup
Telephony · AB · Head Office
P4Closed0.91 hr1.1 daysMet
FOX837-10032408 Jul 2026Service RequestLicence renewal
Line of business app · SE · Head Office
P4Closed9.85 hr1.8 daysMissed
FOX837-10032306 Jul 2026Service RequestSuspicious sign-in review
Security · TAG · Head Office
P3Resolved3.99 hr2.0 daysMet
FOX837-10032205 Jul 2026IncidentDocking station not detected
Hardware · ML · Remote
P3Resolved3.26 hr14.4 hrMet
FOX837-10032103 Jul 2026Quote · excludedDistribution list change
Email · KB · Remote
P3Resolved——n/a
FOX837-10032002 Jul 2026Project · excludedOutlook not syncing
Microsoft 365 · AB · Branch
P4Resolved——n/a
FOX837-10031901 Jul 2026Change · excludedDatabase timeout
Line of business app · BK · Head Office
P3Resolved——n/a
FOX837-10031830 Jun 2026Service RequestSlow VPN
Network · KB · Remote
P4Closed0.50 hr5.6 hrMet
FOX837-10031729 Jun 2026Change · excludedPhishing report triage
Security · KB · Head Office
P3Resolved——n/a
FOX837-10031624 Jun 2026Incident · excludedSlow VPN
Network · SE · Branch
P3Resolved——n/a
FOX837-10031523 Jun 2026Planned Install · excludedRetention change
Backup · BK · Site 2
P4Closed——n/a
FOX837-10031422 Jun 2026IncidentPhishing report triage
Security · SE · Branch
P3Closed0.89 hr1.7 daysMet
FOX837-10031319 Jun 2026Quote · excludedMessage quarantined
Email · BK · Site 2
P3Resolved——n/a
FOX837-10031218 Jun 2026IncidentSlow VPN
Network · SE · Branch
P3Closed4.53 hr12.2 hrMet
FOX837-10031117 Jun 2026Service RequestBackup job failed
Backup · BK · Head Office
P4Resolved0.62 hr1.2 daysMet
FOX837-10031016 Jun 2026ChangeOneDrive sync conflict
Microsoft 365 · BK · Remote
P3Resolved8.62 hr2.1 daysMissed
FOX837-10030915 Jun 2026IncidentWi-Fi dropouts in warehouse
Network · KB · Head Office
P3Closed0.20 hr21.6 hrMet
FOX837-10030812 Jun 2026Service RequestLeaver process
User admin · SE · Head Office
P3Closed4.00 hr2.0 daysMet
FOX837-10030711 Jun 2026ChangeMessage quarantined
Email · KB · Remote
P3Resolved——n/a
FOX837-10030608 Jun 2026IncidentDistribution list change
Email · TAG · Remote
P3Closed0.11 hr1.5 daysMet
FOX837-10030505 Jun 2026IncidentScan to email failing
Printing · ML · Branch
P4Closed5.35 hr1.2 daysMet
FOX837-10030404 Jun 2026Service RequestRestore request
Backup · AB · Head Office
P2Resolved0.48 hr15.0 hrMet
FOX837-10030303 Jun 2026IncidentSlow VPN
Network · KB · Branch
P3Resolved1.32 hr1.0 daysMet
FOX837-10030202 Jun 2026Incident · excludedRetention change
Backup · KB · Head Office
P4Resolved——n/a
FOX837-10030101 Jun 2026Project · excludedNew extension setup
Telephony · AB · Head Office
P3Closed——n/a
FOX837-10030029 May 2026Service RequestNew printer driver rollout
Printing · BK · Head Office
P1Closed9.05 hr8.9 hrMissed
FOX837-10029927 May 2026IncidentEndpoint alert investigation
Security · ML · Branch
P3Closed5.78 hr2.4 daysMet
FOX837-10029825 May 2026IncidentReplacement keyboard
Hardware · AB · Head Office
P3Closed2.63 hr19.7 hrMet
FOX837-10029723 May 2026ChangeSlow VPN
Network · TAG · Branch
P4Closed0.88 hr2.2 daysMet
FOX837-10029622 May 2026Planned Install · excludedScreen flickering
Hardware · KB · Head Office
P3Resolved——n/a
FOX837-10029521 May 2026Service RequestNew extension setup
Telephony · AB · Head Office
P3Closed1.59 hr2.0 daysMet
FOX837-10029420 May 2026Service RequestSlow VPN
Network · SE · Branch
P3Closed6.42 hr1.2 daysMet
FOX837-10029318 May 2026Service RequestReport not generating
Line of business app · BK · Head Office
P3Resolved0.63 hr2.5 daysMet
FOX837-10029214 May 2026IncidentToner replacement
Printing · TAG · Head Office
P2Resolved4.65 hr1.1 daysMet
FOX837-10029113 May 2026IncidentPermission change
User admin · TAG · Head Office
P3Closed2.68 hr21.1 hrMet
FOX837-10029012 May 2026Quote · excludedMFA reset
Security · BK · Remote
P4Closed——n/a
FOX837-10028908 May 2026Quote · excludedDistribution list change
Email · AB · Remote
P4Closed——n/a
FOX837-10028807 May 2026Service RequestNew starter setup
User admin · SE · Head Office
P3Resolved4.75 hr2.3 daysMet
FOX837-10028706 May 2026IncidentRetention change
Backup · KB · Head Office
P3Resolved2.58 hr22.8 hrMet
FOX837-10028604 May 2026IncidentDatabase timeout
Line of business app · ML · Head Office
P3Resolved0.21 hr1.2 daysMet
FOX837-10028501 May 2026Service RequestMFA reset
Security · AB · Remote
P2Closed0.67 hr1.4 daysMet
FOX837-10028430 Apr 2026Service RequestRestore request
Backup · TAG · Branch
P4Resolved0.36 hr17.1 hrMet
FOX837-10028328 Apr 2026Quote · excludedMailbox delegation
Email · BK · Remote
P3Closed——n/a
FOX837-10028227 Apr 2026IncidentDatabase timeout
Line of business app · KB · Branch
P2Resolved1.04 hr7.1 hrMet
FOX837-10028123 Apr 2026IncidentMessage quarantined
Email · BK · Remote
P4Resolved5.33 hr1.8 daysMet
FOX837-10028021 Apr 2026Service RequestApplication crash on launch
Line of business app · KB · Branch
P3Resolved1.38 hr16.5 hrMet
FOX837-10027920 Apr 2026IncidentSlow VPN
Network · KB · Head Office
P2Resolved2.94 hr2.3 daysMet
FOX837-10027817 Apr 2026Service RequestLaptop will not boot
Hardware · BK · Branch
P3Closed2.89 hr2.2 daysMet
FOX837-10027713 Apr 2026Service RequestDistribution list change
Email · SE · Remote
P4Closed0.32 hr1.9 daysMet
FOX837-10027610 Apr 2026IncidentDatabase timeout
Line of business app · SE · Branch
P2Closed1.77 hr5.2 hrMet
FOX837-10027509 Apr 2026IncidentToner replacement
Printing · ML · Head Office
P3Resolved2.72 hr1.3 daysMet
FOX837-10027407 Apr 2026ChangeDatabase timeout
Line of business app · TAG · Head Office
P2Resolved3.35 hr2.0 daysMet
FOX837-10027304 Apr 2026Service RequestDatabase timeout
Line of business app · AB · Branch
P4Closed0.54 hr2.3 daysMet
FOX837-10027203 Apr 2026IncidentHandset registration
Telephony · BK · Remote
P3Closed1.81 hr1.2 daysMet
FOX837-10027131 Mar 2026Service RequestEndpoint alert investigation
Security · TAG · Head Office
P3Closed1.08 hr1.2 daysMet
FOX837-10027027 Mar 2026Service RequestMFA reset
Security · TAG · Head Office
P2Closed0.38 hr2.1 daysMet
FOX837-10026925 Mar 2026ChangeBackup capacity review
Backup · ML · Remote
P3Closed3.19 hr17.7 hrMet
FOX837-10026824 Mar 2026Project · excludedTeams sign-in loop
Microsoft 365 · KB · Remote
P2Closed——n/a
FOX837-10026720 Mar 2026IncidentToner replacement
Printing · AB · Branch
P1Closed3.21 hr6.3 hrMet
FOX837-10026619 Mar 2026IncidentMFA reset
Security · SE · Head Office
P3Resolved3.17 hr1.1 daysMet
FOX837-10026518 Mar 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Head Office
P4Closed0.34 hr0.4 hrMet
FOX837-10026417 Mar 2026Service RequestPrinter offline
Printing · AB · Head Office
P3Closed1.07 hr20.1 hrMet
FOX837-10026316 Mar 2026IncidentOutlook not syncing
Microsoft 365 · KB · Head Office
P2Closed0.21 hr2.4 daysMet
FOX837-10026212 Mar 2026IncidentToner replacement
Printing · TAG · Branch
P4Resolved4.96 hr7.4 hrMet
FOX837-10026110 Mar 2026IncidentPermission change
User admin · ML · Head Office
P3Closed1.24 hr0.4 hrMet
FOX837-10026009 Mar 2026Service RequestCall quality issue
Telephony · SE · Head Office
P3Closed12.54 hr1.9 daysMissed
FOX837-10025906 Mar 2026IncidentSpoofed email reported
Email · TAG · Head Office
P3Resolved0.54 hr22.1 hrMet
FOX837-10025805 Mar 2026Service RequestDatabase timeout
Line of business app · TAG · Head Office
P3Resolved112.66 hr13.5 hrMissed
FOX837-10025703 Mar 2026ChangeBackup capacity review
Backup · TAG · Site 2
P3Resolved3.91 hr1.3 daysMet
FOX837-10025602 Mar 2026IncidentScreen flickering
Hardware · AB · Head Office
P4Resolved0.31 hr1.9 daysMet
FOX837-10025527 Feb 2026Service RequestSwitch port fault
Network · AB · Head Office
P3Resolved3.46 hr1.0 daysMet
FOX837-10025426 Feb 2026Incident · excludedSlow VPN
Network · SE · Head Office
P3Closed——n/a
FOX837-10025325 Feb 2026IncidentMFA reset
Security · SE · Remote
P4Resolved0.96 hr1.2 daysMet
FOX837-10025224 Feb 2026IncidentMailbox delegation
Email · ML · Site 2
P3Closed1.04 hr1.4 daysMet
FOX837-10025120 Feb 2026Quote · excludedWi-Fi dropouts in warehouse
Network · ML · Remote
P3Resolved——n/a
FOX837-10025017 Feb 2026Quote · excludedDocking station not detected
Hardware · TAG · Head Office
P3Closed——n/a
FOX837-10024912 Feb 2026Service RequestMailbox delegation
Email · AB · Site 2
P3Resolved——n/a
FOX837-10024811 Feb 2026Service RequestEndpoint alert investigation
Security · BK · Head Office
P3Closed1.46 hr2.1 daysMet
FOX837-10024710 Feb 2026Quote · excludedLaptop will not boot
Hardware · BK · Branch
P3Closed——n/a
FOX837-10024609 Feb 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Head Office
P2Closed0.57 hr16.4 hrMet
FOX837-10024506 Feb 2026Quote · excludedHandset registration
Telephony · TAG · Head Office
P3Closed——n/a
FOX837-10024405 Feb 2026IncidentDistribution list change
Email · TAG · Head Office
P3Closed0.56 hr1.3 daysMet
FOX837-10024304 Feb 2026ChangeCall quality issue
Telephony · AB · Remote
P2Closed1.27 hr1.8 daysMet
FOX837-10024203 Feb 2026ChangeEndpoint alert investigation
Security · BK · Head Office
P4Closed1.38 hr7.9 hrMet
FOX837-10024131 Jan 2026Quote · excludedTeams sign-in loop
Microsoft 365 · ML · Head Office
P4Resolved——n/a
FOX837-10024030 Jan 2026Service RequestTeams sign-in loop
Microsoft 365 · SE · Head Office
P2Resolved1.15 hr2.0 daysMet
FOX837-10023928 Jan 2026Service RequestDatabase timeout
Line of business app · KB · Head Office
P3Resolved2.57 hr21.6 hrMet
FOX837-10023827 Jan 2026ChangeReplacement keyboard
Hardware · KB · Remote
P4Resolved2.86 hr21.4 hrMet
FOX837-10023723 Jan 2026Service RequestSite offline
Network · ML · Head Office
P2Closed1.46 hr2.3 daysMet
FOX837-10023621 Jan 2026IncidentOneDrive sync conflict
Microsoft 365 · TAG · Head Office
P3Closed5.07 hr2.4 daysMet
FOX837-10023520 Jan 2026Service RequestDocking station not detected
Hardware · AB · Site 2
P4Closed1.17 hr12.3 hrMet
FOX837-10023416 Jan 2026Incident · excludedReport not generating
Line of business app · KB · Head Office
P1Closed——n/a
FOX837-10023315 Jan 2026Quote · excludedMailbox delegation
Email · TAG · Head Office
P4Resolved——n/a
FOX837-10023212 Jan 2026IncidentRetention change
Backup · SE · Head Office
P3Resolved0.64 hr8.5 hrMet
FOX837-10023107 Jan 2026IncidentOutlook not syncing
Microsoft 365 · AB · Remote
P3Resolved8.62 hr12.1 hrMissed
FOX837-10023005 Jan 2026IncidentRestore request
Backup · BK · Head Office
P4Resolved1.13 hr1.9 daysMet
FOX837-10022902 Jan 2026IncidentOutlook not syncing
Microsoft 365 · SE · Branch
P3Closed——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.