SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 32 records in this selection sit outside that — quotes, projects and planned installs, plus 16 calls billed time and materials. They stay visible for volume context.
Service performance
95 eligible records in this yearAverage first response
2.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
93.3%
6 call(s) over the 8-hour target
First-time fix
75.5%
Where the source records the field
Volume
Contract calls
95
127 calls logged in the period
Off contract
16
£4,277.25 chargeable
Open / closed
3 / 124
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
95
records
- Printing16
- Line of business app13
- Security12
- Network11
- User admin9
- Hardware8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 95 | 2.66 hr | 93.3% | 6 | 32 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 14 | 3.72 hr | 83% | 2 |
| Karen Taylor | 13 | 2.01 hr | 100% | 0 |
| Stacey Thomas | 11 | 2.46 hr | 91% | 1 |
| (Not recorded) | 9 | 2.23 hr | 100% | 0 |
| Kelly Gregory | 9 | 4.12 hr | 89% | 1 |
| Damian Armstrong | 8 | 3.04 hr | 88% | 1 |
| Barry Ebbs | 7 | 1.71 hr | 100% | 0 |
| Rachael Parkin | 7 | 3.01 hr | 86% | 1 |
| Phil Jenkins | 6 | 1.22 hr | 100% | 0 |
| Chloe Dempsey | 4 | 4.45 hr | 100% | 0 |
| Daniel Blacker | 4 | 1.85 hr | 100% | 0 |
| Aiden Higgins | 2 | 1.14 hr | 100% | 0 |
6 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 12.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308212 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-06-05 11:12 | 20.81 hr | +12.8 | BK | Suspicious sign-in review |
| 308175 | Kelly Gregory | Samsung Galaxy A54 | 2026-03-25 10:40 | 16.99 hr | +9.0 | ML | Phishing report triage |
| 308248 | Stacey Thomas | HP EliteBook 840 G9 | 2026-08-14 09:55 | 11.34 hr | +3.3 | KB | Database timeout |
| 308144 | Anne-Marie Cable | Dell Latitude 5440 | 2026-02-03 15:04 | 9.91 hr | +1.9 | ML | Leaver process |
| 308143 | Rachael Parkin | Dell Latitude 5440 | 2026-01-30 17:14 | 9.07 hr | +1.1 | ML | Application crash on launch |
| 308241 | Damian Armstrong | HP ProBook 450 G6 | 2026-08-03 14:11 | 8.43 hr | +0.4 | TAG | Backup capacity review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 5 | 04 Feb 2026 – 29 Jun 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 06 Jan 2026 – 23 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 07 Jan 2026 – 13 Aug 2026 |
| Stacey Thomas | Printing | 3 | 08 Jan 2026 – 09 Jul 2026 |
| Barry Ebbs | Monitoring / server / security | 3 | 20 Jan 2026 – 15 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 09 Feb 2026 – 09 Mar 2026 |
| Karen Taylor | Line of business app | 3 | 17 Feb 2026 – 11 May 2026 |
| Stacey Thomas | Monitoring / server / security | 3 | 18 Feb 2026 – 29 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 5 | 14 Apr 2026 – 13 Aug 2026 |
| HP EliteBook 840 G9 | Hardware | 4 | 03 Mar 2026 – 03 Jun 2026 |
| Samsung Galaxy A54 | Printing | 3 | 01 Jan 2026 – 19 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
127 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| GAR288-100391 | 25 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | In Progress | — | — | n/a |
| GAR288-100390 | 21 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P2 | Closed | — | — | n/a |
| GAR288-100389 | 20 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 7.41 hr | 2.4 days | Met |
| GAR288-100388 | 19 Aug 2026 | Change | Printer offline Printing · TAG · Head Office | P4 | Resolved | 0.06 hr | 1.1 days | Met |
| GAR288-100387 | 18 Aug 2026 | Change | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Closed | 6.18 hr | 1.6 days | Met |
| GAR288-100386 | 17 Aug 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 0.70 hr | 2.2 days | Met |
| GAR288-100385 | 14 Aug 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 11.34 hr | 1.0 days | Missed |
| GAR288-100384 | 13 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P2 | Closed | 0.94 hr | 16.1 hr | Met |
| GAR288-100383 | 12 Aug 2026 | Incident | Laptop will not boot Hardware · TAG · Remote | P3 | Closed | 0.39 hr | 1.6 days | Met |
| GAR288-100382 | 10 Aug 2026 | Quote · excluded | Message quarantined Email · TAG · Head Office | P2 | Open | — | — | n/a |
| GAR288-100381 | 07 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Remote | P4 | In Progress | — | — | n/a |
| GAR288-100380 | 06 Aug 2026 | Service Request | Switch port fault Network · ML · Head Office | P4 | Closed | 4.62 hr | 8.9 hr | Met |
| GAR288-100379 | 05 Aug 2026 | Service Request · excluded | New extension setup Telephony · BK · Head Office | P2 | Resolved | — | — | n/a |
| GAR288-100378 | 03 Aug 2026 | Change | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 8.43 hr | 1.9 days | Missed |
| GAR288-100377 | 30 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Branch | P4 | Resolved | 4.26 hr | 1.1 days | Met |
| GAR288-100376 | 29 Jul 2026 | Change | Database timeout Line of business app · ML · Head Office | P2 | Resolved | 1.02 hr | 1.9 days | Met |
| GAR288-100375 | 24 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P1 | Closed | 0.54 hr | 6.5 hr | Met |
| GAR288-100374 | 23 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.13 hr | 1.0 days | Met |
| GAR288-100373 | 22 Jul 2026 | Incident · excluded | Toner replacement Printing · ML · Head Office | P3 | Resolved | — | — | n/a |
| GAR288-100372 | 21 Jul 2026 | Incident | Message quarantined Email · TAG · Remote | P4 | Closed | 0.31 hr | 0.3 hr | Met |
| GAR288-100371 | 20 Jul 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 1.31 hr | 14.5 hr | Met |
| GAR288-100370 | 17 Jul 2026 | Incident | Endpoint alert investigation Security · KB · Remote | P3 | Closed | 4.40 hr | 22.4 hr | Met |
| GAR288-100369 | 15 Jul 2026 | Incident · excluded | Screen flickering Hardware · AB · Branch | P3 | Closed | — | — | n/a |
| GAR288-100368 | 13 Jul 2026 | Incident | Spoofed email reported Email · AB · Remote | P3 | Closed | 1.02 hr | 1.9 days | Met |
| GAR288-100367 | 09 Jul 2026 | Service Request | Toner replacement Printing · TAG · Branch | P3 | Resolved | 0.74 hr | 1.8 hr | Met |
| GAR288-100366 | 08 Jul 2026 | Change | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 0.20 hr | 2.2 days | Met |
| GAR288-100365 | 07 Jul 2026 | Service Request | Backup job failed Backup · BK · Remote | P3 | Closed | 0.19 hr | 2.1 hr | Met |
| GAR288-100364 | 06 Jul 2026 | Change | Spoofed email reported Email · ML · Head Office | P4 | Resolved | 3.68 hr | 1.1 days | Met |
| GAR288-100363 | 03 Jul 2026 | Incident | New printer driver rollout Printing · SE · Remote | P2 | Resolved | 1.10 hr | 1.1 days | Met |
| GAR288-100362 | 02 Jul 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Site 2 | P2 | Closed | — | — | n/a |
| GAR288-100361 | 01 Jul 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Closed | 5.67 hr | 23.8 hr | Met |
| GAR288-100360 | 29 Jun 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P4 | Closed | 0.37 hr | 11.0 hr | Met |
| GAR288-100359 | 24 Jun 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Closed | 5.32 hr | 8.4 hr | Met |
| GAR288-100358 | 19 Jun 2026 | Service Request | Name change request User admin · SE · Site 2 | P4 | Resolved | 1.17 hr | 2.0 days | Met |
| GAR288-100357 | 18 Jun 2026 | Incident · excluded | New extension setup Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| GAR288-100356 | 17 Jun 2026 | Quote · excluded | Name change request User admin · BK · Branch | P3 | Resolved | — | — | n/a |
| GAR288-100355 | 16 Jun 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P3 | Closed | — | — | n/a |
| GAR288-100354 | 15 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Resolved | 0.62 hr | 18.0 hr | Met |
| GAR288-100353 | 13 Jun 2026 | Incident | Leaver process User admin · AB · Site 2 | P1 | Closed | 5.06 hr | 16.9 hr | Met |
| GAR288-100352 | 12 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Closed | 1.15 hr | 2.4 days | Met |
| GAR288-100351 | 10 Jun 2026 | Incident | Screen flickering Hardware · TAG · Remote | P3 | Resolved | 3.33 hr | 11.3 hr | Met |
| GAR288-100350 | 08 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Resolved | 4.73 hr | 1.9 days | Met |
| GAR288-100349 | 05 Jun 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 20.81 hr | 5.1 hr | Missed |
| GAR288-100348 | 04 Jun 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 1.38 hr | 1.9 hr | Met |
| GAR288-100347 | 03 Jun 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P2 | Closed | 1.67 hr | 13.2 hr | Met |
| GAR288-100346 | 02 Jun 2026 | Incident | Permission change User admin · BK · Branch | P3 | Closed | 4.73 hr | 1.1 days | Met |
| GAR288-100345 | 01 Jun 2026 | Incident · excluded | Report not generating Line of business app · ML · Branch | P3 | Resolved | — | — | n/a |
| GAR288-100344 | 29 May 2026 | Incident | Suspicious sign-in review Security · KB · Site 2 | P4 | Closed | 0.54 hr | 2.0 days | Met |
| GAR288-100343 | 28 May 2026 | Quote · excluded | Database timeout Line of business app · KB · Head Office | P2 | Resolved | — | — | n/a |
| GAR288-100342 | 26 May 2026 | Incident · excluded | New starter setup User admin · SE · Branch | P3 | Closed | — | — | n/a |
| GAR288-100341 | 24 May 2026 | Incident · excluded | Site offline Network · TAG · Head Office | P2 | Resolved | — | — | n/a |
| GAR288-100340 | 22 May 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P1 | Closed | 0.12 hr | 7.7 hr | Met |
| GAR288-100339 | 21 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Resolved | 5.41 hr | 2.3 days | Met |
| GAR288-100338 | 20 May 2026 | Project · excluded | Toner replacement Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| GAR288-100337 | 19 May 2026 | Service Request | Docking station not detected Hardware · AB · Branch | P4 | Closed | 4.53 hr | 7.3 hr | Met |
| GAR288-100336 | 14 May 2026 | Change | Printer offline Printing · AB · Head Office | P3 | Closed | 0.35 hr | 18.9 hr | Met |
| GAR288-100335 | 13 May 2026 | Planned Install · excluded | Report not generating Line of business app · BK · Branch | P2 | Resolved | — | — | n/a |
| GAR288-100334 | 12 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P2 | Resolved | 1.08 hr | 1.2 days | Met |
| GAR288-100333 | 11 May 2026 | Incident | Licence renewal Line of business app · BK · Remote | P4 | Resolved | — | — | n/a |
| GAR288-100332 | 07 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · ML · Branch | P3 | Closed | — | — | n/a |
| GAR288-100331 | 05 May 2026 | Incident | Report not generating Line of business app · BK · Head Office | P4 | Closed | 5.29 hr | 11.6 hr | Met |
| GAR288-100330 | 04 May 2026 | Change | Phishing report triage Security · TAG · Head Office | P3 | Closed | 0.71 hr | 1.7 days | Met |
| GAR288-100329 | 26 Apr 2026 | Change | New extension setup Telephony · SE · Head Office | P3 | Closed | 1.03 hr | 1.1 days | Met |
| GAR288-100328 | 23 Apr 2026 | Service Request · excluded | Message quarantined Email · BK · Head Office | P3 | Resolved | — | — | n/a |
| GAR288-100327 | 20 Apr 2026 | Service Request · excluded | Phishing report triage Security · SE · Head Office | P3 | Closed | — | — | n/a |
| GAR288-100326 | 19 Apr 2026 | Incident | New extension setup Telephony · BK · Remote | P4 | Closed | 0.48 hr | 19.5 hr | Met |
| GAR288-100325 | 17 Apr 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Resolved | 0.60 hr | 1.4 days | Met |
| GAR288-100324 | 16 Apr 2026 | Incident | Switch port fault Network · ML · Head Office | P2 | Closed | 0.06 hr | 17.3 hr | Met |
| GAR288-100323 | 15 Apr 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 0.08 hr | 13.4 hr | Met |
| GAR288-100322 | 14 Apr 2026 | Service Request | Site offline Network · KB · Head Office | P3 | Closed | 0.92 hr | 2.2 days | Met |
| GAR288-100321 | 13 Apr 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P4 | Resolved | 1.16 hr | 14.0 hr | Met |
| GAR288-100320 | 10 Apr 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 5.92 hr | 1.8 days | Met |
| GAR288-100319 | 09 Apr 2026 | Service Request · excluded | Message quarantined Email · KB · Branch | P2 | Resolved | — | — | n/a |
| GAR288-100318 | 08 Apr 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 5.55 hr | 1.6 days | Met |
| GAR288-100317 | 07 Apr 2026 | Incident | Suspicious sign-in review Security · SE · Remote | P3 | Closed | 0.97 hr | 1.8 hr | Met |
| GAR288-100316 | 31 Mar 2026 | Change | Printer offline Printing · KB · Head Office | P3 | Closed | 1.45 hr | 11.8 hr | Met |
| GAR288-100315 | 30 Mar 2026 | Project · excluded | New extension setup Telephony · KB · Head Office | P2 | Closed | — | — | n/a |
| GAR288-100314 | 27 Mar 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P4 | Resolved | — | — | n/a |
| GAR288-100313 | 26 Mar 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Closed | 0.43 hr | 8.6 hr | Met |
| GAR288-100312 | 25 Mar 2026 | Service Request | Phishing report triage Security · ML · Head Office | P4 | Closed | 16.99 hr | 8.6 hr | Missed |
| GAR288-100311 | 24 Mar 2026 | Project · excluded | Scan to email failing Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| GAR288-100310 | 23 Mar 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | 0.19 hr | 3.7 hr | Met |
| GAR288-100309 | 22 Mar 2026 | Service Request | Leaver process User admin · AB · Head Office | P3 | Resolved | 2.58 hr | 1.9 days | Met |
| GAR288-100308 | 20 Mar 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | 1.16 hr | 0.3 hr | Met |
| GAR288-100307 | 19 Mar 2026 | Incident | Voicemail not delivering Telephony · KB · Remote | P4 | Resolved | 0.61 hr | 1.0 hr | Met |
| GAR288-100306 | 18 Mar 2026 | Service Request | Toner replacement Printing · KB · Head Office | P3 | Resolved | 4.27 hr | 23.0 hr | Met |
| GAR288-100305 | 17 Mar 2026 | Planned Install · excluded | New printer driver rollout Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| GAR288-100304 | 13 Mar 2026 | Service Request | Application crash on launch Line of business app · BK · Remote | P4 | Closed | 3.87 hr | 1.3 days | Met |
| GAR288-100303 | 11 Mar 2026 | Quote · excluded | Phishing report triage Security · TAG · Head Office | P4 | Resolved | — | — | n/a |
| GAR288-100302 | 10 Mar 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 0.85 hr | 2.4 days | Met |
| GAR288-100301 | 09 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Closed | 0.23 hr | 1.9 days | Met |
| GAR288-100300 | 06 Mar 2026 | Quote · excluded | Screen flickering Hardware · SE · Remote | P2 | Closed | — | — | n/a |
| GAR288-100299 | 04 Mar 2026 | Incident | Backup capacity review Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| GAR288-100298 | 03 Mar 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 0.49 hr | 6.0 hr | Met |
| GAR288-100297 | 02 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 1.09 hr | 1.3 days | Met |
| GAR288-100296 | 27 Feb 2026 | Project · excluded | Switch port fault Network · TAG · Branch | P4 | Closed | — | — | n/a |
| GAR288-100295 | 26 Feb 2026 | Service Request · excluded | Toner replacement Printing · KB · Remote | P3 | Closed | — | — | n/a |
| GAR288-100294 | 25 Feb 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 6.10 hr | 15.8 hr | Met |
| GAR288-100293 | 24 Feb 2026 | Service Request | Printer offline Printing · TAG · Head Office | P2 | Resolved | 0.82 hr | 1.3 days | Met |
| GAR288-100292 | 20 Feb 2026 | Service Request | Backup job failed Backup · ML · Site 2 | P3 | Closed | 0.21 hr | 2.3 days | Met |
| GAR288-100291 | 18 Feb 2026 | Incident | Site offline Network · AB · Head Office | P3 | Resolved | 1.01 hr | 2.4 days | Met |
| GAR288-100290 | 17 Feb 2026 | Service Request | Application crash on launch Line of business app · TAG · Branch | P2 | Closed | 2.51 hr | 1.9 days | Met |
| GAR288-100289 | 16 Feb 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Closed | 2.98 hr | 2.0 hr | Met |
| GAR288-100288 | 12 Feb 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P3 | Closed | 0.23 hr | 13.0 hr | Met |
| GAR288-100287 | 11 Feb 2026 | Incident | Slow VPN Network · BK · Head Office | P3 | Closed | 0.51 hr | 2.4 days | Met |
| GAR288-100286 | 10 Feb 2026 | Incident · excluded | Handset registration Telephony · AB · Branch | P3 | Closed | — | — | n/a |
| GAR288-100285 | 09 Feb 2026 | Incident | Phishing report triage Security · BK · Site 2 | P4 | Closed | 0.14 hr | 2.0 days | Met |
| GAR288-100284 | 06 Feb 2026 | Service Request | New starter setup User admin · SE · Head Office | P2 | Closed | 0.17 hr | 6.6 hr | Met |
| GAR288-100283 | 05 Feb 2026 | Incident · excluded | Permission change User admin · SE · Remote | P3 | Resolved | — | — | n/a |
| GAR288-100282 | 04 Feb 2026 | Service Request | Endpoint alert investigation Security · SE · Site 2 | P4 | Resolved | 1.47 hr | 2.1 days | Met |
| GAR288-100281 | 03 Feb 2026 | Incident | Leaver process User admin · ML · Head Office | P2 | Resolved | 9.91 hr | 1.6 days | Missed |
| GAR288-100280 | 30 Jan 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P3 | Closed | 9.07 hr | 2.1 days | Missed |
| GAR288-100279 | 28 Jan 2026 | Service Request · excluded | Screen flickering Hardware · AB · Branch | P2 | Closed | — | — | n/a |
| GAR288-100278 | 27 Jan 2026 | Incident | Permission change User admin · SE · Branch | P4 | Closed | 4.02 hr | 1.9 days | Met |
| GAR288-100277 | 23 Jan 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | 3.96 hr | 1.6 days | Met |
| GAR288-100276 | 22 Jan 2026 | Incident | Licence renewal Line of business app · KB · Branch | P3 | Closed | 1.20 hr | 10.8 hr | Met |
| GAR288-100275 | 21 Jan 2026 | Service Request · excluded | Leaver process User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| GAR288-100274 | 20 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Closed | 0.30 hr | 1.8 days | Met |
| GAR288-100273 | 16 Jan 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Closed | — | — | n/a |
| GAR288-100272 | 13 Jan 2026 | Service Request | Retention change Backup · TAG · Head Office | P4 | Resolved | 3.38 hr | 5.4 hr | Met |
| GAR288-100271 | 12 Jan 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 0.20 hr | 2.5 days | Met |
| GAR288-100270 | 08 Jan 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 1.23 hr | 2.4 days | Met |
| GAR288-100269 | 07 Jan 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P2 | Resolved | — | — | n/a |
| GAR288-100268 | 06 Jan 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Closed | 0.93 hr | 1.2 days | Met |
| GAR288-100267 | 05 Jan 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 1.35 hr | 2.3 days | Met |
| GAR288-100266 | 02 Jan 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Closed | 0.50 hr | 1.2 days | Met |
| GAR288-100265 | 01 Jan 2026 | Incident | Printer offline Printing · ML · Branch | P3 | Resolved | 3.56 hr | 7.8 hr | 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.