SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 275 records in this selection sit outside that — quotes, projects and planned installs, plus 99 calls billed time and materials. They stay visible for volume context.
Service performance
732 eligible records in this yearAverage first response
4.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.4%
89 call(s) over the 8-hour target
First-time fix
73.2%
Where the source records the field
Volume
Contract calls
732
1,007 calls logged in the period
Off contract
99
£36,512.25 chargeable
Open / closed
11 / 996
Across the selected period
Data-quality gaps
25
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
732
records
- Hardware88
- Security86
- Backup81
- Email75
- Microsoft 36572
- Telephony71
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 732 | 4.85 hr | 87.4% | 89 | 275 |
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 | 110 | 5.87 hr | 81% | 20 |
| Anne-Marie Cable | 87 | 4.94 hr | 90% | 8 |
| Kelly Gregory | 77 | 5.00 hr | 88% | 9 |
| Stacey Thomas | 75 | 6.13 hr | 84% | 12 |
| (Not recorded) | 56 | 2.71 hr | 91% | 5 |
| Chloe Dempsey | 55 | 3.37 hr | 91% | 5 |
| Daniel Blacker | 52 | 3.41 hr | 92% | 4 |
| Barry Ebbs | 52 | 4.26 hr | 94% | 3 |
| Damian Armstrong | 41 | 3.59 hr | 90% | 4 |
| Aiden Higgins | 34 | 3.98 hr | 91% | 3 |
| Rachael Parkin | 32 | 7.98 hr | 74% | 8 |
| Julie Herbert | 32 | 7.41 hr | 87% | 4 |
89 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 140.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306241 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-03-23 10:23 | 148.05 hr | +140.1 | KB | Phishing report triage |
| 306414 | Karen Taylor | IGEL UD3 | 2026-05-05 09:51 | 143.37 hr | +135.4 | SE | Licence renewal |
| 306260 | Julie Herbert | HP EliteBook 840 G9 | 2026-03-27 16:30 | 128.96 hr | +121.0 | AB | Site offline |
| 306589 | Kelly Gregory | Dell Latitude 7420 | 2026-06-13 12:50 | 111.53 hr | +103.5 | ML | Handset registration |
| 306617 | Stacey Thomas | HP ProDesk 400 G7 | 2026-06-19 13:34 | 94.53 hr | +86.5 | TAG | Distribution list change |
| 306276 | Rachael Parkin | Apple MacBook Pro 14 | 2026-04-02 17:01 | 87.58 hr | +79.6 | KB | Name change request |
| 306704 | Barry Ebbs | Dell Latitude 5440 | 2026-07-13 11:52 | 69.93 hr | +61.9 | TAG | Call quality issue |
| 306001 | Aiden Higgins | Apple MacBook Pro 14 | 2026-01-30 14:16 | 56.61 hr | +48.6 | ML | Toner replacement |
| 306543 | Stacey Thomas | Samsung Galaxy A54 | 2026-06-04 17:35 | 47.71 hr | +39.7 | ML | MFA reset |
| 306374 | Daniel Blacker | Netgear GS724T | 2026-04-27 13:49 | 47.65 hr | +39.6 | BK | New printer driver rollout |
| 306456 | Anne-Marie Cable | Dell Latitude E7470 | 2026-05-15 14:38 | 45.56 hr | +37.6 | KB | Replacement keyboard |
| 306028 | Stacey Thomas | Apple MacBook Pro 14 | 2026-02-05 10:33 | 42.79 hr | +34.8 | BK | Backup job failed |
| 306098 | Chloe Dempsey | Dell Latitude 7420 | 2026-02-20 09:38 | 42.77 hr | +34.8 | SE | Wi-Fi dropouts in warehouse |
| 306131 | Stacey Thomas | Dell Latitude E7470 | 2026-02-27 09:10 | 41.51 hr | +33.5 | BK | Message quarantined |
| 305871 | Kelly Gregory | Dell Latitude 7420 | 2026-01-02 16:53 | 41.41 hr | +33.4 | TAG | Docking station not detected |
| 306143 | Rachael Parkin | Dell Latitude 7420 | 2026-03-04 10:46 | 40.84 hr | +32.8 | SE | Retention change |
| 306332 | Karen Taylor | Samsung Galaxy A54 | 2026-04-16 15:30 | 37.86 hr | +29.9 | TAG | Docking station not detected |
| 306700 | Barry Ebbs | Apple iPhone 14 | 2026-07-10 10:04 | 36.95 hr | +28.9 | ML | Report not generating |
| 306080 | Karen Taylor | HP t640 | 2026-02-17 13:47 | 36.93 hr | +28.9 | ML | Message quarantined |
| 306502 | Karen Taylor | Dell Latitude 5440 | 2026-05-27 11:18 | 32.87 hr | +24.9 | SE | Distribution list change |
| 306145 | Phil Jenkins | Dell Latitude E7470 | 2026-03-04 17:19 | 32.86 hr | +24.9 | SE | Restore request |
| 306767 | Kelly Gregory | Dell Latitude 5440 | 2026-07-30 12:01 | 32.85 hr | +24.9 | TAG | Spoofed email reported |
| 306056 | Stacey Thomas | HP EliteBook 840 G9 | 2026-02-11 10:56 | 31.72 hr | +23.7 | TAG | Licence renewal |
| 306667 | Rachael Parkin | Apple MacBook Pro 14 | 2026-06-29 08:45 | 30.87 hr | +22.9 | BK | Endpoint alert investigation |
| 306533 | Karen Taylor | Apple MacBook Air M2 | 2026-06-03 16:36 | 27.63 hr | +19.6 | KB | New starter setup |
| 306223 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-03-20 11:55 | 25.29 hr | +17.3 | TAG | Call quality issue |
| 306820 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-08-12 14:46 | 23.30 hr | +15.3 | KB | SharePoint permission request |
| 305877 | Damian Armstrong | Lenovo ThinkCentre M70q | 2026-01-03 12:20 | 20.61 hr | +12.6 | TAG | Database timeout |
| 306754 | Damian Armstrong | Samsung Galaxy A54 | 2026-07-27 09:34 | 20.04 hr | +12.0 | TAG | Message quarantined |
| 306352 | Kelly Gregory | Samsung Galaxy S23 | 2026-04-21 12:48 | 19.15 hr | +11.2 | BK | Scan to email failing |
| 306809 | (Not recorded) | Apple iPhone 12 | 2026-08-06 08:58 | 17.58 hr | +9.6 | AB | Leaver process |
| 306639 | (Not recorded) | Lenovo ThinkPad T14 | 2026-06-24 13:43 | 17.39 hr | +9.4 | TAG | Backup job failed |
| 306334 | Karen Taylor | Aruba AP-515 | 2026-04-16 15:40 | 16.45 hr | +8.4 | BK | Suspicious sign-in review |
| 306849 | Stacey Thomas | HP t640 | 2026-08-19 08:47 | 15.77 hr | +7.8 | SE | Switch port fault |
| 306113 | Karen Taylor | Dell Latitude 7420 | 2026-02-24 12:58 | 14.82 hr | +6.8 | BK | Scan to email failing |
| 306776 | Chloe Dempsey | Apple iPhone 14 | 2026-07-31 17:41 | 14.00 hr | +6.0 | AB | New extension setup |
| 306673 | Daniel Blacker | Samsung Galaxy S23 | 2026-07-02 09:51 | 13.74 hr | +5.7 | BK | Permission change |
| 305966 | Karen Taylor | HP ProBook 450 G6 | 2026-01-21 14:42 | 13.02 hr | +5.0 | ML | Mailbox delegation |
| 306759 | Kelly Gregory | Dell Latitude E7470 | 2026-07-28 10:38 | 11.96 hr | +4.0 | SE | Backup capacity review |
| 306005 | Kelly Gregory | Samsung Galaxy S23 | 2026-02-02 16:24 | 11.94 hr | +3.9 | KB | Backup capacity review |
| 305874 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-01-02 08:27 | 11.73 hr | +3.7 | TAG | MFA reset |
| 305992 | (Not recorded) | IGEL UD3 | 2026-01-28 13:07 | 11.61 hr | +3.6 | BK | Outlook not syncing |
| 306449 | Rachael Parkin | Apple iPhone 14 | 2026-05-14 11:48 | 11.57 hr | +3.6 | ML | Retention change |
| 306376 | Karen Taylor | HP ProDesk 400 G7 | 2026-04-28 10:49 | 11.52 hr | +3.5 | KB | Scan to email failing |
| 306761 | Daniel Blacker | Apple MacBook Air M2 | 2026-07-29 12:41 | 11.42 hr | +3.4 | SE | SharePoint permission request |
| 306597 | Stacey Thomas | Apple MacBook Pro 14 | 2026-06-16 10:22 | 11.37 hr | +3.4 | BK | Backup capacity review |
| 306519 | Kelly Gregory | HP ProBook 450 G6 | 2026-06-01 08:44 | 11.32 hr | +3.3 | AB | New starter setup |
| 306603 | Chloe Dempsey | HP ProBook 450 G6 | 2026-06-17 10:21 | 11.30 hr | +3.3 | SE | Endpoint alert investigation |
| 306190 | Karen Taylor | Apple MacBook Pro 14 | 2026-03-12 09:36 | 11.26 hr | +3.3 | AB | Permission change |
| 306022 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-02-04 11:41 | 11.24 hr | +3.2 | KB | Slow VPN |
| 306526 | Stacey Thomas | Dell Latitude E7470 | 2026-06-02 16:22 | 11.23 hr | +3.2 | AB | Printer offline |
| 306023 | Julie Herbert | Apple MacBook Pro 14 | 2026-02-04 13:13 | 11.16 hr | +3.2 | SE | MFA reset |
| 306088 | Damian Armstrong | Dell Latitude 7420 | 2026-02-18 16:37 | 10.98 hr | +3.0 | KB | New printer driver rollout |
| 305999 | Julie Herbert | HP ProDesk 400 G7 | 2026-01-30 09:10 | 10.90 hr | +2.9 | AB | Spoofed email reported |
| 306062 | Kelly Gregory | Apple MacBook Air M2 | 2026-02-12 17:39 | 10.90 hr | +2.9 | BK | Voicemail not delivering |
| 306816 | Karen Taylor | Lenovo ThinkPad T14 | 2026-08-10 13:53 | 10.86 hr | +2.9 | AB | Printer offline |
| 306155 | Karen Taylor | Dell Latitude E7470 | 2026-03-05 13:12 | 10.84 hr | +2.8 | ML | Handset registration |
| 306123 | Phil Jenkins | Dell OptiPlex 7010 | 2026-02-26 10:35 | 10.81 hr | +2.8 | ML | Voicemail not delivering |
| 306423 | Phil Jenkins | Ubiquiti U6-Pro | 2026-05-06 12:56 | 10.58 hr | +2.6 | AB | Database timeout |
| 305878 | Karen Taylor | Dell Latitude 7420 | 2026-01-03 13:00 | 10.57 hr | +2.6 | ML | Mailbox delegation |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 22 | 03 Jan 2026 – 25 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 21 | 18 Jan 2026 – 14 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 19 | 02 Jan 2026 – 12 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 19 | 05 Jan 2026 – 19 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 19 | 16 Jan 2026 – 07 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 17 | 16 Jan 2026 – 18 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 14 | 08 Jan 2026 – 20 Aug 2026 |
| Karen Taylor | Line of business app | 14 | 13 Jan 2026 – 20 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkCentre M70q | Monitoring / server / security | 15 | 02 Jan 2026 – 18 Aug 2026 |
| Dell Latitude E7470 | Hardware | 15 | 13 Feb 2026 – 25 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 14 | 03 Jan 2026 – 12 Aug 2026 |
| Dell Latitude E7470 | Telephony | 13 | 03 Jan 2026 – 13 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 13 | 13 Jan 2026 – 20 Aug 2026 |
| Dell Latitude E7470 | Printing | 12 | 08 Jan 2026 – 12 Aug 2026 |
| Apple iPhone 12 | Hardware | 11 | 05 Jan 2026 – 25 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 10 | 03 Jan 2026 – 16 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
1,007 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| GAR205-103140 | 25 Aug 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 3.21 hr | 1.8 days | Met |
| GAR205-103139 | 25 Aug 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.10 hr | 4.3 hr | Met |
| GAR205-103138 | 25 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | In Progress | — | — | n/a |
| GAR205-103137 | 25 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 0.89 hr | 1.1 days | Met |
| GAR205-103136 | 25 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 0.57 hr | 1.9 days | Met |
| GAR205-103135 | 25 Aug 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | 0.79 hr | 2.6 hr | Met |
| GAR205-103134 | 25 Aug 2026 | Planned Install · excluded | Spoofed email reported Email · TAG · Head Office | P2 | Closed | — | — | n/a |
| GAR205-103133 | 25 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Branch | P4 | Open | — | — | n/a |
| GAR205-103132 | 25 Aug 2026 | Service Request | Retention change Backup · AB · Head Office | P3 | Closed | 1.27 hr | 16.0 hr | Met |
| GAR205-103131 | 25 Aug 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Resolved | 4.61 hr | 1.8 days | Met |
| GAR205-103130 | 24 Aug 2026 | Incident · excluded | Printer offline Printing · KB · Remote | P3 | Open | — | — | n/a |
| GAR205-103129 | 24 Aug 2026 | Incident | Voicemail not delivering Telephony · AB · Branch | P2 | Resolved | 4.28 hr | 20.8 hr | Met |
| GAR205-103128 | 21 Aug 2026 | Incident | Database timeout Line of business app · KB · Head Office | P4 | Open | — | — | n/a |
| GAR205-103127 | 21 Aug 2026 | Incident | Permission change User admin · BK · Site 2 | P3 | Resolved | 0.20 hr | 1.1 days | Met |
| GAR205-103126 | 20 Aug 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Closed | 1.03 hr | 2.4 days | Met |
| GAR205-103125 | 19 Aug 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 15.77 hr | 5.0 hr | Missed |
| GAR205-103124 | 19 Aug 2026 | Planned Install · excluded | Replacement keyboard Hardware · AB · Remote | P2 | Closed | — | — | n/a |
| GAR205-103123 | 18 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P4 | Closed | 0.13 hr | 1.3 days | Met |
| GAR205-103122 | 18 Aug 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P2 | Closed | 1.80 hr | 1.7 days | Met |
| GAR205-103121 | 18 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P4 | Closed | 0.79 hr | 18.4 hr | Met |
| GAR205-103120 | 18 Aug 2026 | Quote · excluded | Spoofed email reported Email · BK · Head Office | P4 | Open | — | — | n/a |
| GAR205-103119 | 18 Aug 2026 | Change | Printer offline Printing · AB · Remote | P3 | Closed | 4.31 hr | 16.4 hr | Met |
| GAR205-103118 | 18 Aug 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| GAR205-103117 | 18 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Remote | P1 | Resolved | 1.62 hr | 1.0 hr | Met |
| GAR205-103116 | 18 Aug 2026 | Service Request · excluded | Scan to email failing Printing · ML · Head Office | P2 | Resolved | — | — | n/a |
| GAR205-103115 | 18 Aug 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P4 | Resolved | 5.44 hr | 1.6 days | Met |
| GAR205-103114 | 17 Aug 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Closed | 0.55 hr | 1.8 days | Met |
| GAR205-103113 | 17 Aug 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 0.84 hr | 12.5 hr | Met |
| GAR205-103112 | 17 Aug 2026 | Incident | Distribution list change Email · SE · Branch | P4 | Closed | 1.26 hr | 1.3 days | Met |
| GAR205-103111 | 17 Aug 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P2 | Closed | 0.45 hr | 22.8 hr | Met |
| GAR205-103110 | 14 Aug 2026 | Incident | Printer offline Printing · BK · Remote | P3 | Closed | 0.43 hr | 16.0 hr | Met |
| GAR205-103109 | 14 Aug 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Resolved | 2.77 hr | 1.3 days | Met |
| GAR205-103108 | 14 Aug 2026 | Service Request | Permission change User admin · AB · Head Office | P3 | Closed | 0.10 hr | 1.3 days | Met |
| GAR205-103107 | 14 Aug 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P2 | Closed | 5.28 hr | 2.2 days | Met |
| GAR205-103106 | 14 Aug 2026 | Incident | Distribution list change Email · TAG · Head Office | P2 | Closed | 7.98 hr | 1.4 days | Met |
| GAR205-103105 | 14 Aug 2026 | Project · excluded | Backup capacity review Backup · SE · Head Office | P3 | Open | — | — | n/a |
| GAR205-103104 | 14 Aug 2026 | Service Request | Switch port fault Network · SE · Head Office | P3 | Closed | 0.74 hr | 1.7 days | Met |
| GAR205-103103 | 14 Aug 2026 | Change | Name change request User admin · BK · Head Office | P2 | Closed | 6.98 hr | 1.8 days | Met |
| GAR205-103102 | 13 Aug 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P1 | Closed | 9.89 hr | 1.4 hr | Missed |
| GAR205-103101 | 13 Aug 2026 | Incident | Slow VPN Network · TAG · Remote | P3 | Resolved | 0.43 hr | 1.2 days | Met |
| GAR205-103100 | 12 Aug 2026 | Incident | Toner replacement Printing · TAG · Remote | P3 | Closed | 0.20 hr | 11.8 hr | Met |
| GAR205-103099 | 12 Aug 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P2 | Resolved | 0.33 hr | 1.4 days | Met |
| GAR205-103098 | 12 Aug 2026 | Incident | Handset registration Telephony · SE · Branch | P3 | Resolved | 0.43 hr | 1.8 days | Met |
| GAR205-103097 | 12 Aug 2026 | Incident | Spoofed email reported Email · KB · Remote | P3 | Closed | 1.12 hr | 1.9 days | Met |
| GAR205-103096 | 12 Aug 2026 | Change | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 23.30 hr | 15.4 hr | Missed |
| GAR205-103095 | 11 Aug 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Closed | 4.71 hr | 8.4 hr | Met |
| GAR205-103094 | 11 Aug 2026 | Change | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 0.10 hr | 21.9 hr | Met |
| GAR205-103093 | 11 Aug 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 1.59 hr | 1.2 days | Met |
| GAR205-103092 | 10 Aug 2026 | Service Request | Printer offline Printing · AB · Head Office | P2 | Resolved | 10.86 hr | 2.2 days | Missed |
| GAR205-103091 | 10 Aug 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| GAR205-103090 | 10 Aug 2026 | Change | Call quality issue Telephony · SE · Head Office | P3 | Resolved | 1.18 hr | 2.9 hr | Met |
| GAR205-103089 | 10 Aug 2026 | Change | Application crash on launch Line of business app · KB · Branch | P3 | Closed | 0.23 hr | 1.7 days | Met |
| GAR205-103088 | 10 Aug 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| GAR205-103087 | 07 Aug 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P3 | Closed | 1.41 hr | 1.6 days | Met |
| GAR205-103086 | 07 Aug 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P3 | Resolved | 4.72 hr | 5.1 hr | Met |
| GAR205-103085 | 06 Aug 2026 | Incident | Leaver process User admin · AB · Branch | P1 | Closed | 17.58 hr | 11.8 hr | Missed |
| GAR205-103084 | 06 Aug 2026 | Incident | Leaver process User admin · SE · Branch | P3 | Resolved | 0.54 hr | 2.7 hr | Met |
| GAR205-103083 | 06 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Closed | 0.79 hr | 5.0 hr | Met |
| GAR205-103082 | 06 Aug 2026 | Service Request | New starter setup User admin · TAG · Head Office | P1 | Resolved | 1.12 hr | 14.7 hr | Met |
| GAR205-103081 | 06 Aug 2026 | Incident | Name change request User admin · ML · Head Office | P4 | Closed | 0.11 hr | 2.1 days | Met |
| GAR205-103080 | 06 Aug 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P2 | Resolved | 1.21 hr | 2.1 days | Met |
| GAR205-103079 | 06 Aug 2026 | Incident | Message quarantined Email · KB · Head Office | P4 | Closed | 0.72 hr | 2.4 days | Met |
| GAR205-103078 | 05 Aug 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| GAR205-103077 | 05 Aug 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P3 | Closed | 7.45 hr | 1.5 days | Met |
| GAR205-103076 | 05 Aug 2026 | Incident · excluded | Toner replacement Printing · ML · Remote | P3 | Closed | — | — | n/a |
| GAR205-103075 | 05 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Closed | 4.63 hr | 1.6 days | Met |
| GAR205-103074 | 05 Aug 2026 | Planned Install · excluded | Message quarantined Email · AB · Head Office | P3 | Closed | — | — | n/a |
| GAR205-103073 | 05 Aug 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Closed | 9.77 hr | 2.4 days | Missed |
| GAR205-103072 | 05 Aug 2026 | Service Request | Backup job failed Backup · AB · Head Office | P2 | Resolved | 1.11 hr | 2.1 days | Met |
| GAR205-103071 | 05 Aug 2026 | Incident | New printer driver rollout Printing · TAG · Branch | P3 | Resolved | 0.15 hr | 17.1 hr | Met |
| GAR205-103070 | 05 Aug 2026 | Incident | Slow VPN Network · AB · Head Office | P2 | Closed | 3.86 hr | 2.3 days | Met |
| GAR205-103069 | 05 Aug 2026 | Incident | Call quality issue Telephony · SE · Remote | P3 | Closed | 0.90 hr | 21.1 hr | Met |
| GAR205-103068 | 04 Aug 2026 | Incident · excluded | Permission change User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| GAR205-103067 | 04 Aug 2026 | Change | Screen flickering Hardware · SE · Head Office | P4 | Resolved | 1.91 hr | 13.1 hr | Met |
| GAR205-103066 | 04 Aug 2026 | Incident | Distribution list change Email · BK · Remote | P3 | Closed | 2.04 hr | 1.1 days | Met |
| GAR205-103065 | 03 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P2 | Open | — | — | n/a |
| GAR205-103064 | 03 Aug 2026 | Change | Slow VPN Network · TAG · Head Office | P4 | Closed | 1.27 hr | 3.7 hr | Met |
| GAR205-103063 | 03 Aug 2026 | Incident | Phishing report triage Security · KB · Head Office | P4 | Closed | 0.45 hr | 1.7 hr | Met |
| GAR205-103062 | 03 Aug 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P4 | Closed | 1.48 hr | 2.4 days | Met |
| GAR205-103061 | 03 Aug 2026 | Quote · excluded | Report not generating Line of business app · TAG · Head Office | P4 | Closed | — | — | n/a |
| GAR205-103060 | 03 Aug 2026 | Service Request | Suspicious sign-in review Security · BK · Branch | P3 | Resolved | 4.53 hr | 1.0 days | Met |
| GAR205-103059 | 03 Aug 2026 | Incident · excluded | Retention change Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| GAR205-103058 | 03 Aug 2026 | Incident | Retention change Backup · ML · Branch | P3 | Closed | 3.11 hr | 1.3 days | Met |
| GAR205-103057 | 31 Jul 2026 | Planned Install · excluded | Permission change User admin · TAG · Remote | P4 | Open | — | — | n/a |
| GAR205-103056 | 31 Jul 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| GAR205-103055 | 31 Jul 2026 | Incident | Switch port fault Network · SE · Head Office | P4 | Closed | 1.41 hr | 1.9 days | Met |
| GAR205-103054 | 31 Jul 2026 | Incident | Leaver process User admin · TAG · Head Office | P4 | Resolved | 1.99 hr | 17.4 hr | Met |
| GAR205-103053 | 31 Jul 2026 | Incident | Voicemail not delivering Telephony · KB · Branch | P4 | Closed | 0.74 hr | 1.8 days | Met |
| GAR205-103052 | 31 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Resolved | 14.00 hr | 1.4 days | Missed |
| GAR205-103051 | 31 Jul 2026 | Incident · excluded | Call quality issue Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| GAR205-103050 | 31 Jul 2026 | Service Request | Retention change Backup · TAG · Head Office | P4 | Resolved | 0.72 hr | 1.4 days | Met |
| GAR205-103049 | 31 Jul 2026 | Service Request | Site offline Network · BK · Head Office | P3 | Closed | 1.03 hr | 2.1 days | Met |
| GAR205-103048 | 31 Jul 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Resolved | 4.67 hr | 7.3 hr | Met |
| GAR205-103047 | 30 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Site 2 | P2 | Resolved | 0.49 hr | 16.3 hr | Met |
| GAR205-103046 | 30 Jul 2026 | Incident | Leaver process User admin · BK · Remote | P3 | Closed | 1.98 hr | 1.4 days | Met |
| GAR205-103045 | 30 Jul 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | 1.96 hr | 22.5 hr | Met |
| GAR205-103044 | 30 Jul 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| GAR205-103043 | 30 Jul 2026 | Incident | Spoofed email reported Email · TAG · Site 2 | P3 | Resolved | 32.85 hr | 18.3 hr | Missed |
| GAR205-103042 | 30 Jul 2026 | Incident | Screen flickering Hardware · KB · Branch | P4 | Closed | 2.71 hr | 14.3 hr | Met |
| GAR205-103041 | 30 Jul 2026 | Service Request | Site offline Network · BK · Head Office | P3 | Closed | 1.23 hr | 1.0 days | Met |
| GAR205-103040 | 29 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P1 | Closed | 5.38 hr | 12.6 hr | Met |
| GAR205-103039 | 29 Jul 2026 | Project · excluded | Restore request Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| GAR205-103038 | 29 Jul 2026 | Service Request | Handset registration Telephony · ML · Remote | P2 | Resolved | 1.13 hr | 2.3 days | Met |
| GAR205-103037 | 29 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 11.42 hr | 23.7 hr | Missed |
| GAR205-103036 | 28 Jul 2026 | Incident | Replacement keyboard Hardware · TAG · Branch | P4 | Resolved | 5.55 hr | 21.2 hr | Met |
| GAR205-103035 | 28 Jul 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P2 | Resolved | 11.96 hr | 1.1 days | Missed |
| GAR205-103034 | 28 Jul 2026 | Service Request | Toner replacement Printing · AB · Branch | P3 | Closed | 0.96 hr | 22.0 hr | Met |
| GAR205-103033 | 28 Jul 2026 | Incident | Retention change Backup · KB · Head Office | P4 | Closed | 7.34 hr | 1.9 days | Met |
| GAR205-103032 | 28 Jul 2026 | Change | Leaver process User admin · TAG · Branch | P3 | Closed | 0.06 hr | 1.0 days | Met |
| GAR205-103031 | 28 Jul 2026 | Planned Install · excluded | Report not generating Line of business app · ML · Branch | P4 | Open | — | — | n/a |
| GAR205-103030 | 27 Jul 2026 | Service Request | Message quarantined Email · TAG · Head Office | P4 | Closed | 20.04 hr | 2.0 days | Missed |
| GAR205-103029 | 27 Jul 2026 | Service Request | Database timeout Line of business app · ML · Branch | P3 | Closed | 2.80 hr | 1.6 days | Met |
| GAR205-103028 | 27 Jul 2026 | Incident | Call quality issue Telephony · TAG · Site 2 | P2 | Resolved | 1.33 hr | 1.2 days | Met |
| GAR205-103027 | 27 Jul 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 5.40 hr | 1.3 days | Met |
| GAR205-103026 | 27 Jul 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Closed | 0.19 hr | 19.1 hr | Met |
| GAR205-103025 | 27 Jul 2026 | Service Request | Printer offline Printing · KB · Branch | P3 | Closed | 0.27 hr | 1.0 days | Met |
| GAR205-103024 | 24 Jul 2026 | Incident · excluded | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| GAR205-103023 | 24 Jul 2026 | Planned Install · excluded | Laptop will not boot Hardware · KB · Remote | P3 | Resolved | — | — | n/a |
| GAR205-103022 | 24 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P2 | Resolved | 0.98 hr | 1.2 days | Met |
| GAR205-103021 | 24 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P4 | Resolved | 1.28 hr | 1.2 days | Met |
| GAR205-103020 | 24 Jul 2026 | Service Request | Application crash on launch Line of business app · BK · Branch | P3 | Resolved | 5.91 hr | 13.2 hr | Met |
| GAR205-103019 | 24 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | In Progress | — | — | n/a |
| GAR205-103018 | 24 Jul 2026 | Change | Phishing report triage Security · AB · Remote | P3 | Closed | 1.88 hr | 1.1 days | Met |
| GAR205-103017 | 23 Jul 2026 | Service Request | Permission change User admin · KB · Head Office | P1 | Resolved | 1.32 hr | 7.9 hr | Met |
| GAR205-103016 | 23 Jul 2026 | Service Request · excluded | Mailbox delegation Email · AB · Head Office | P4 | Resolved | — | — | n/a |
| GAR205-103015 | 22 Jul 2026 | Incident | Phishing report triage Security · BK · Head Office | P2 | Closed | 1.38 hr | 2.4 days | Met |
| GAR205-103014 | 22 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Resolved | 1.16 hr | 21.7 hr | Met |
| GAR205-103013 | 22 Jul 2026 | Service Request | Retention change Backup · ML · Remote | P2 | Closed | 1.18 hr | 10.2 hr | Met |
| GAR205-103012 | 22 Jul 2026 | Change | Message quarantined Email · SE · Branch | P2 | Closed | 1.32 hr | 1.2 days | Met |
| GAR205-103011 | 22 Jul 2026 | Incident | Leaver process User admin · KB · Head Office | P2 | Closed | 0.12 hr | 1.5 days | Met |
| GAR205-103010 | 21 Jul 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| GAR205-103009 | 21 Jul 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 0.17 hr | 6.3 hr | Met |
| GAR205-103008 | 21 Jul 2026 | Incident | Scan to email failing Printing · BK · Remote | P3 | Closed | — | — | n/a |
| GAR205-103007 | 21 Jul 2026 | Service Request | Restore request Backup · BK · Site 2 | P3 | Closed | 1.73 hr | 21.9 hr | Met |
| GAR205-103006 | 21 Jul 2026 | Incident | Mailbox delegation Email · KB · Head Office | P4 | Resolved | 3.43 hr | 18.0 hr | Met |
| GAR205-103005 | 21 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| GAR205-103004 | 20 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | 0.44 hr | 1.6 days | Met |
| GAR205-103003 | 20 Jul 2026 | Service Request · excluded | Mailbox delegation Email · ML · Remote | P3 | Closed | — | — | n/a |
| GAR205-103002 | 20 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P2 | Closed | 2.29 hr | 1.7 days | Met |
| GAR205-103001 | 20 Jul 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 0.20 hr | 18.2 hr | Met |
| GAR205-103000 | 20 Jul 2026 | Incident | Message quarantined Email · KB · Branch | P3 | Closed | 1.49 hr | 1.5 days | Met |
| GAR205-102999 | 20 Jul 2026 | Service Request · excluded | Site offline Network · TAG · Branch | P3 | Closed | — | — | n/a |
| GAR205-102998 | 20 Jul 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 0.09 hr | 1.8 days | Met |
| GAR205-102997 | 20 Jul 2026 | Service Request | Licence renewal Line of business app · BK · Branch | P3 | Closed | 0.16 hr | 2.1 days | Met |
| GAR205-102996 | 17 Jul 2026 | Service Request | Backup job failed Backup · ML · Head Office | P4 | Closed | 2.18 hr | 1.3 days | Met |
| GAR205-102995 | 17 Jul 2026 | Incident | New starter setup User admin · ML · Branch | P2 | Closed | 0.08 hr | 1.6 days | Met |
| GAR205-102994 | 16 Jul 2026 | Change | Screen flickering Hardware · ML · Head Office | P4 | Closed | — | — | n/a |
| GAR205-102993 | 16 Jul 2026 | Project · excluded | Spoofed email reported Email · KB · Head Office | P4 | Closed | — | — | n/a |
| GAR205-102992 | 16 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · ML · Head Office | P2 | Resolved | — | — | n/a |
| GAR205-102991 | 15 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 1.12 hr | 1.7 days | Met |
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.