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Garrick Consulting Holdings

GAR184ActiveManaged contract

garrickconsulting.co.uk · Professional services · Account manager Tom Whitfield

Microsoft 365Healthy2 days agoSupport & assets (SQL)Healthy17 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. 13 records in this selection sit outside that — quotes, projects and planned installs, plus 4 calls billed time and materials. They stay visible for volume context.

Service performance

27 eligible records in this year
Average first response
2.8 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
96.2%
1 call(s) over the 8-hour target
First-time fix
84.6%
Where the source records the field

Volume

Contract calls
27
40 calls logged in the period
Off contract
4
£1,531.5 chargeable
Open / closed
1 / 39
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

27
records
  • Network5
  • Microsoft 3654
  • Printing4
  • Security4
  • Telephony3
  • Line of business app3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026272.82 hr96.2%113

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
Anne-Marie Cable43.86 hr100%0
Kelly Gregory46.07 hr75%1
Stacey Thomas32.23 hr100%0
(Not recorded)31.76 hr100%0
Chloe Dempsey32.05 hr100%0
Karen Taylor33.25 hr100%0
Daniel Blacker21.17 hr100%0
Rachael Parkin20.64 hr100%0
Julie Herbert11.68 hr100%0
Phil Jenkins10.52 hr100%0
Aiden Higgins1——0

1 contract calls missed the 8-hour target

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

Longest 13.2 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
307733Kelly GregoryDell OptiPlex 30502026-05-26 15:4521.22 hr+13.2TAGHandset registration

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Chloe DempseyMonitoring / server / security302 Apr 2026 – 13 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
HP LaserJet M480Monitoring / server / security316 Feb 2026 – 09 Jun 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
GAR184-10010420 Aug 2026IncidentMailbox delegation
Email · KB · Branch
P4In Progress——n/a
GAR184-10010313 Aug 2026Service RequestSite offline
Network · ML · Head Office
P4Closed0.26 hr1.4 daysMet
GAR184-10010212 Aug 2026Service RequestSuspicious sign-in review
Security · AB · Head Office
P3Closed7.40 hr4.7 hrMet
GAR184-10010107 Aug 2026Service RequestPrinter offline
Printing · TAG · Branch
P4Closed5.66 hr1.7 daysMet
GAR184-10010003 Aug 2026IncidentLicence renewal
Line of business app · TAG · Head Office
P2Closed1.10 hr1.6 daysMet
GAR184-10009930 Jul 2026Incident · excludedBackup capacity review
Backup · BK · Branch
P3Resolved——n/a
GAR184-10009803 Jul 2026IncidentToner replacement
Printing · SE · Head Office
P3Closed4.22 hr4.7 hrMet
GAR184-10009702 Jul 2026Project · excludedMFA reset
Security · TAG · Head Office
P3Closed——n/a
GAR184-10009601 Jul 2026IncidentEndpoint alert investigation
Security · BK · Remote
P4Resolved0.64 hr1.6 daysMet
GAR184-10009523 Jun 2026IncidentDatabase timeout
Line of business app · KB · Site 2
P2Resolved0.33 hr11.5 hrMet
GAR184-10009422 Jun 2026IncidentWi-Fi dropouts in warehouse
Network · AB · Remote
P4Closed0.52 hr2.5 daysMet
GAR184-10009309 Jun 2026IncidentMFA reset
Security · TAG · Head Office
P4Closed0.96 hr1.3 daysMet
GAR184-10009205 Jun 2026Service RequestSharePoint permission request
Microsoft 365 · SE · Remote
P3Closed1.38 hr21.2 hrMet
GAR184-10009101 Jun 2026Service RequestSharePoint permission request
Microsoft 365 · BK · Remote
P4Closed1.40 hr17.2 hrMet
GAR184-10009027 May 2026Quote · excludedDistribution list change
Email · AB · Head Office
P3Closed——n/a
GAR184-10008926 May 2026IncidentHandset registration
Telephony · TAG · Head Office
P4Resolved21.22 hr2.3 daysMissed
GAR184-10008821 May 2026IncidentLicence renewal
Line of business app · BK · Branch
P2Resolved1.16 hr1.2 daysMet
GAR184-10008711 May 2026Quote · excludedMailbox delegation
Email · ML · Head Office
P4Closed——n/a
GAR184-10008625 Apr 2026Incident · excludedMailbox delegation
Email · SE · Head Office
P4Resolved——n/a
GAR184-10008513 Apr 2026Service RequestNew extension setup
Telephony · BK · Site 2
P3Resolved1.20 hr1.4 daysMet
GAR184-10008409 Apr 2026IncidentBackup capacity review
Backup · TAG · Remote
P3Closed5.04 hr15.7 hrMet
GAR184-10008307 Apr 2026Service Request · excludedWi-Fi dropouts in warehouse
Network · TAG · Head Office
P3Closed——n/a
GAR184-10008203 Apr 2026IncidentSwitch port fault
Network · BK · Branch
P3Closed5.16 hr11.7 hrMet
GAR184-10008102 Apr 2026IncidentPhishing report triage
Security · AB · Head Office
P3Closed5.25 hr17.3 hrMet
GAR184-10008030 Mar 2026Project · excludedEndpoint alert investigation
Security · BK · Branch
P3Closed——n/a
GAR184-10007920 Mar 2026IncidentPrinter offline
Printing · KB · Head Office
P2Resolved0.74 hr1.4 daysMet
GAR184-10007813 Mar 2026IncidentToner replacement
Printing · SE · Head Office
P2Closed0.31 hr17.2 hrMet
GAR184-10007709 Mar 2026Change · excludedDocking station not detected
Hardware · AB · Remote
P2Resolved——n/a
GAR184-10007602 Mar 2026Service RequestOutlook not syncing
Microsoft 365 · SE · Head Office
P4Closed0.59 hr16.4 hrMet
GAR184-10007523 Feb 2026Service RequestTeams sign-in loop
Microsoft 365 · ML · Branch
P3Closed0.95 hr15.5 hrMet
GAR184-10007416 Feb 2026IncidentWi-Fi dropouts in warehouse
Network · KB · Head Office
P3Closed1.38 hr2.1 daysMet
GAR184-10007310 Feb 2026IncidentScreen flickering
Hardware · ML · Head Office
P3Resolved1.26 hr21.6 hrMet
GAR184-10007205 Feb 2026Quote · excludedBackup job failed
Backup · TAG · Site 2
P2Closed——n/a
GAR184-10007128 Jan 2026Quote · excludedBackup job failed
Backup · KB · Branch
P4Closed——n/a
GAR184-10007027 Jan 2026Quote · excludedApplication crash on launch
Line of business app · BK · Head Office
P2Resolved——n/a
GAR184-10006926 Jan 2026IncidentSlow VPN
Network · AB · Head Office
P2Closed1.68 hr1.7 daysMet
GAR184-10006814 Jan 2026Quote · excludedSpoofed email reported
Email · KB · Head Office
P4Closed——n/a
GAR184-10006708 Jan 2026Quote · excludedBackup capacity review
Backup · KB · Branch
P4Resolved——n/a
GAR184-10006607 Jan 2026Service RequestReplacement keyboard
Hardware · TAG · Branch
P4Resolved3.48 hr1.4 daysMet
GAR184-10006502 Jan 2026IncidentHandset registration
Telephony · BK · Head Office
P1Resolved0.13 hr17.7 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.