SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 64 records in this selection sit outside that — quotes, projects and planned installs, plus 30 calls billed time and materials. They stay visible for volume context.
Service performance
165 eligible records in this yearAverage first response
3.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
85.0%
24 call(s) over the 8-hour target
First-time fix
69.1%
Where the source records the field
Volume
Contract calls
165
229 calls logged in the period
Off contract
30
£8,886 chargeable
Open / closed
11 / 218
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
165
records
- Hardware28
- Line of business app18
- Security18
- Microsoft 36517
- Email17
- Telephony15
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 165 | 3.95 hr | 85.0% | 24 | 64 |
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 | 19 | 4.08 hr | 79% | 4 |
| Anne-Marie Cable | 19 | 1.72 hr | 94% | 1 |
| Barry Ebbs | 19 | 5.59 hr | 74% | 5 |
| (Not recorded) | 18 | 2.37 hr | 100% | 0 |
| Phil Jenkins | 14 | 6.11 hr | 69% | 4 |
| Chloe Dempsey | 14 | 1.93 hr | 100% | 0 |
| Aiden Higgins | 12 | 1.94 hr | 92% | 1 |
| Damian Armstrong | 11 | 6.37 hr | 73% | 3 |
| Stacey Thomas | 10 | 7.51 hr | 80% | 2 |
| Kelly Gregory | 10 | 3.16 hr | 90% | 1 |
| Julie Herbert | 7 | 5.27 hr | 71% | 2 |
| Daniel Blacker | 7 | 4.55 hr | 86% | 1 |
24 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 37.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302855 | Stacey Thomas | Dell Latitude 7420 | 2026-06-25 10:05 | 45.58 hr | +37.6 | KB | Endpoint alert investigation |
| 302708 | Barry Ebbs | Dell PowerEdge R750 | 2026-01-20 15:42 | 34.98 hr | +27.0 | SE | Voicemail not delivering |
| 302851 | Phil Jenkins | HP EliteBook 840 G9 | 2026-06-19 12:12 | 34.69 hr | +26.7 | AB | Database timeout |
| 302752 | Damian Armstrong | Dell Latitude 7420 | 2026-02-27 13:18 | 25.77 hr | +17.8 | SE | SharePoint permission request |
| 302749 | Daniel Blacker | Dell OptiPlex 7010 | 2026-02-25 13:43 | 23.91 hr | +15.9 | TAG | Outlook not syncing |
| 302897 | Karen Taylor | Dell Latitude 7420 | 2026-07-31 08:14 | 19.91 hr | +11.9 | BK | Backup capacity review |
| 302781 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-03-30 16:03 | 15.90 hr | +7.9 | AB | Call quality issue |
| 302792 | Julie Herbert | Ruckus R550 | 2026-04-10 11:31 | 15.15 hr | +7.2 | AB | Application crash on launch |
| 302864 | Barry Ebbs | Dell OptiPlex 3050 | 2026-07-02 08:51 | 13.39 hr | +5.4 | KB | Scan to email failing |
| 302769 | Damian Armstrong | Kyocera ECOSYS M5526 | 2026-03-17 10:00 | 11.76 hr | +3.8 | BK | SharePoint permission request |
| 302786 | Barry Ebbs | Apple iPhone 12 | 2026-04-02 08:18 | 11.48 hr | +3.5 | ML | New extension setup |
| 302834 | Julie Herbert | HP EliteBook 840 G9 | 2026-06-01 11:20 | 11.29 hr | +3.3 | BK | OneDrive sync conflict |
| 302776 | Damian Armstrong | Samsung Galaxy S23 | 2026-03-23 17:06 | 10.97 hr | +3.0 | SE | Slow VPN |
| 302803 | Barry Ebbs | HP EliteBook 840 G9 | 2026-04-22 11:31 | 10.97 hr | +3.0 | AB | Message quarantined |
| 302759 | Phil Jenkins | HP EliteBook 840 G9 | 2026-03-09 08:02 | 10.77 hr | +2.8 | SE | Docking station not detected |
| 302785 | Barry Ebbs | Dell Latitude 7420 | 2026-04-01 16:20 | 10.77 hr | +2.8 | TAG | Slow VPN |
| 302737 | Stacey Thomas | Apple iPhone 14 | 2026-02-16 13:14 | 10.60 hr | +2.6 | TAG | New extension setup |
| 302772 | Karen Taylor | Apple MacBook Air M2 | 2026-03-19 13:49 | 10.07 hr | +2.1 | SE | Phishing report triage |
| 302831 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-05-29 08:28 | 9.79 hr | +1.8 | TAG | Printer offline |
| 302903 | Kelly Gregory | Dell OptiPlex 3050 | 2026-08-08 17:20 | 9.59 hr | +1.6 | BK | Distribution list change |
| 302783 | Aiden Higgins | Lenovo ThinkCentre M70q | 2026-03-31 14:24 | 9.55 hr | +1.6 | KB | Name change request |
| 302844 | Phil Jenkins | Apple iPhone 14 | 2026-06-10 11:39 | 9.23 hr | +1.2 | BK | Backup capacity review |
| 302868 | Phil Jenkins | Dell OptiPlex 7010 | 2026-07-07 15:07 | 9.11 hr | +1.1 | KB | Slow VPN |
| 302910 | Karen Taylor | Apple iPhone 12 | 2026-08-19 08:01 | 8.56 hr | +0.6 | SE | Slow VPN |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Phil Jenkins | Hardware | 6 | 18 Jan 2026 – 15 Apr 2026 |
| (Not recorded) | Email / Microsoft 365 | 5 | 24 Jan 2026 – 08 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 5 | 19 Mar 2026 – 23 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 5 | 08 Apr 2026 – 31 May 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 24 Apr 2026 – 20 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 06 Jan 2026 – 11 Mar 2026 |
| Anne-Marie Cable | Hardware | 4 | 12 Jan 2026 – 05 Mar 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 14 Jan 2026 – 15 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 7010 | Monitoring / server / security | 6 | 03 Feb 2026 – 23 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 4 | 08 Jan 2026 – 08 Aug 2026 |
| Dell Latitude 7420 | Hardware | 4 | 12 Jan 2026 – 16 Apr 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 14 Jan 2026 – 25 Aug 2026 |
| Dell OptiPlex 3050 | Telephony | 4 | 19 Jan 2026 – 28 May 2026 |
| Dell Latitude 5440 | Hardware | 4 | 27 Jan 2026 – 21 May 2026 |
| HP EliteBook 840 G9 | Hardware | 4 | 11 Feb 2026 – 09 Jul 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 21 Feb 2026 – 01 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
229 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| GAR572-100687 | 25 Aug 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 1.20 hr | 23.3 hr | Met |
| GAR572-100686 | 24 Aug 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P2 | Closed | 0.30 hr | 1.2 days | Met |
| GAR572-100685 | 23 Aug 2026 | Service Request | Phishing report triage Security · ML · Head Office | P1 | Resolved | 0.18 hr | 2.5 hr | Met |
| GAR572-100684 | 23 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.33 hr | 1.7 days | Met |
| GAR572-100683 | 21 Aug 2026 | Change | Application crash on launch Line of business app · ML · Remote | P2 | Resolved | 0.19 hr | 21.5 hr | Met |
| GAR572-100682 | 21 Aug 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P2 | In Progress | — | — | n/a |
| GAR572-100681 | 20 Aug 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Open | — | — | n/a |
| GAR572-100680 | 20 Aug 2026 | Incident | Restore request Backup · ML · Head Office | P2 | In Progress | — | — | n/a |
| GAR572-100679 | 19 Aug 2026 | Service Request | Name change request User admin · ML · Remote | P3 | Closed | 1.17 hr | 14.4 hr | Met |
| GAR572-100678 | 19 Aug 2026 | Service Request | Slow VPN Network · SE · Site 2 | P4 | Resolved | 8.56 hr | 5.7 hr | Missed |
| GAR572-100677 | 18 Aug 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Closed | 1.11 hr | 4.9 hr | Met |
| GAR572-100676 | 14 Aug 2026 | Service Request · excluded | Docking station not detected Hardware · TAG · Remote | P3 | Closed | — | — | n/a |
| GAR572-100675 | 14 Aug 2026 | Change · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100674 | 12 Aug 2026 | Incident | Name change request User admin · ML · Head Office | P2 | Closed | 2.27 hr | 17.7 hr | Met |
| GAR572-100673 | 11 Aug 2026 | Quote · excluded | Retention change Backup · ML · Head Office | P3 | Open | — | — | n/a |
| GAR572-100672 | 11 Aug 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Closed | 3.21 hr | 20.5 hr | Met |
| GAR572-100671 | 08 Aug 2026 | Incident | Distribution list change Email · BK · Head Office | P2 | Closed | 9.59 hr | 16.8 hr | Missed |
| GAR572-100670 | 07 Aug 2026 | Incident · excluded | Laptop will not boot Hardware · SE · Head Office | P4 | Resolved | — | — | n/a |
| GAR572-100669 | 05 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Remote | P2 | Open | — | — | n/a |
| GAR572-100668 | 05 Aug 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Closed | 1.77 hr | 1.7 days | Met |
| GAR572-100667 | 03 Aug 2026 | Service Request · excluded | Backup job failed Backup · AB · Head Office | P2 | Closed | — | — | n/a |
| GAR572-100666 | 03 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Remote | P4 | Open | — | — | n/a |
| GAR572-100665 | 31 Jul 2026 | Incident | Backup capacity review Backup · BK · Site 2 | P3 | Closed | 19.91 hr | 3.0 hr | Missed |
| GAR572-100664 | 31 Jul 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P4 | Resolved | 0.27 hr | 1.4 days | Met |
| GAR572-100663 | 30 Jul 2026 | Project · excluded | Backup capacity review Backup · ML · Head Office | P3 | In Progress | — | — | n/a |
| GAR572-100662 | 29 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Branch | P3 | Open | — | — | n/a |
| GAR572-100661 | 28 Jul 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Head Office | P4 | Resolved | — | — | n/a |
| GAR572-100660 | 28 Jul 2026 | Incident | Switch port fault Network · BK · Branch | P4 | Resolved | 0.82 hr | 3.4 hr | Met |
| GAR572-100659 | 27 Jul 2026 | Service Request · excluded | Distribution list change Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| GAR572-100658 | 27 Jul 2026 | Service Request | Scan to email failing Printing · AB · Branch | P4 | Closed | 0.58 hr | 2.4 days | Met |
| GAR572-100657 | 24 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Branch | P1 | Resolved | 1.41 hr | 12.2 hr | Met |
| GAR572-100656 | 24 Jul 2026 | Planned Install · excluded | Licence renewal Line of business app · TAG · Head Office | P2 | In Progress | — | — | n/a |
| GAR572-100655 | 23 Jul 2026 | Change · excluded | Site offline Network · TAG · Branch | P3 | Resolved | — | — | n/a |
| GAR572-100654 | 23 Jul 2026 | Project · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Open | — | — | n/a |
| GAR572-100653 | 22 Jul 2026 | Change | MFA reset Security · TAG · Remote | P2 | Closed | 4.80 hr | 1.5 days | Met |
| GAR572-100652 | 22 Jul 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 0.52 hr | 13.6 hr | Met |
| GAR572-100651 | 21 Jul 2026 | Incident | Backup capacity review Backup · TAG · Branch | P2 | Closed | 2.58 hr | 19.6 hr | Met |
| GAR572-100650 | 21 Jul 2026 | Quote · excluded | Screen flickering Hardware · TAG · Site 2 | P1 | Resolved | — | — | n/a |
| GAR572-100649 | 20 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Site 2 | P2 | Closed | 1.07 hr | 1.4 days | Met |
| GAR572-100648 | 20 Jul 2026 | Change · excluded | Distribution list change Email · TAG · Branch | P3 | Closed | — | — | n/a |
| GAR572-100647 | 16 Jul 2026 | Change | MFA reset Security · SE · Remote | P2 | Resolved | 0.24 hr | 22.3 hr | Met |
| GAR572-100646 | 16 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P3 | Resolved | 2.65 hr | 23.2 hr | Met |
| GAR572-100645 | 15 Jul 2026 | Quote · excluded | Permission change User admin · ML · Head Office | P4 | Open | — | — | n/a |
| GAR572-100644 | 14 Jul 2026 | Service Request | Switch port fault Network · ML · Remote | P2 | Resolved | 0.23 hr | 0.4 hr | Met |
| GAR572-100643 | 14 Jul 2026 | Change | Printer offline Printing · ML · Remote | P4 | Closed | 1.12 hr | 1.3 days | Met |
| GAR572-100642 | 12 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P1 | Closed | 0.43 hr | 1.4 hr | Met |
| GAR572-100641 | 10 Jul 2026 | Quote · excluded | Backup job failed Backup · BK · Head Office | P4 | Resolved | — | — | n/a |
| GAR572-100640 | 09 Jul 2026 | Incident | Replacement keyboard Hardware · SE · Branch | P4 | Closed | 3.54 hr | 2.4 days | Met |
| GAR572-100639 | 08 Jul 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Closed | 1.11 hr | 1.8 days | Met |
| GAR572-100638 | 08 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Resolved | 0.79 hr | 1.1 days | Met |
| GAR572-100637 | 07 Jul 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Closed | 5.64 hr | 1.0 days | Met |
| GAR572-100636 | 07 Jul 2026 | Service Request | Slow VPN Network · KB · Branch | P2 | Closed | 9.11 hr | 1.3 days | Missed |
| GAR572-100635 | 06 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 1.45 hr | 1.6 days | Met |
| GAR572-100634 | 03 Jul 2026 | Service Request | Retention change Backup · SE · Branch | P3 | Resolved | 0.69 hr | 2.3 days | Met |
| GAR572-100633 | 03 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 0.40 hr | 18.2 hr | Met |
| GAR572-100632 | 02 Jul 2026 | Change | Scan to email failing Printing · KB · Head Office | P3 | Closed | 13.39 hr | 12.8 hr | Missed |
| GAR572-100631 | 01 Jul 2026 | Planned Install · excluded | Report not generating Line of business app · ML · Branch | P4 | Closed | — | — | n/a |
| GAR572-100630 | 01 Jul 2026 | Incident | Handset registration Telephony · ML · Head Office | P4 | Closed | 3.49 hr | 9.8 hr | Met |
| GAR572-100629 | 30 Jun 2026 | Quote · excluded | New extension setup Telephony · TAG · Site 2 | P3 | Closed | — | — | n/a |
| GAR572-100628 | 29 Jun 2026 | Incident · excluded | Call quality issue Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100627 | 29 Jun 2026 | Service Request | Phishing report triage Security · ML · Remote | P3 | Closed | 0.20 hr | 1.2 days | Met |
| GAR572-100626 | 28 Jun 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P4 | Closed | 0.11 hr | 2.4 days | Met |
| GAR572-100625 | 28 Jun 2026 | Incident · excluded | Toner replacement Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| GAR572-100624 | 25 Jun 2026 | Incident · excluded | Restore request Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100623 | 25 Jun 2026 | Service Request | Endpoint alert investigation Security · KB · Remote | P3 | Resolved | 45.58 hr | 20.1 hr | Missed |
| GAR572-100622 | 24 Jun 2026 | Change | Handset registration Telephony · ML · Site 2 | P3 | Closed | 0.90 hr | 2.2 days | Met |
| GAR572-100621 | 23 Jun 2026 | Service Request | MFA reset Security · AB · Head Office | P3 | Closed | 0.85 hr | 1.7 days | Met |
| GAR572-100620 | 23 Jun 2026 | Incident · excluded | Docking station not detected Hardware · KB · Head Office | P2 | Closed | — | — | n/a |
| GAR572-100619 | 19 Jun 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Resolved | 34.69 hr | 8.3 hr | Missed |
| GAR572-100618 | 18 Jun 2026 | Service Request | Message quarantined Email · SE · Head Office | P1 | Resolved | 0.06 hr | 9.1 hr | Met |
| GAR572-100617 | 18 Jun 2026 | Service Request | Switch port fault Network · KB · Branch | P3 | Resolved | 0.98 hr | 1.0 days | Met |
| GAR572-100616 | 17 Jun 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 0.64 hr | 2.3 days | Met |
| GAR572-100615 | 17 Jun 2026 | Incident | Toner replacement Printing · KB · Head Office | P4 | Resolved | 5.70 hr | 18.1 hr | Met |
| GAR572-100614 | 16 Jun 2026 | Service Request | Suspicious sign-in review Security · KB · Remote | P3 | Closed | 3.70 hr | 2.1 days | Met |
| GAR572-100613 | 11 Jun 2026 | Service Request · excluded | Replacement keyboard Hardware · SE · Remote | P2 | Resolved | — | — | n/a |
| GAR572-100612 | 10 Jun 2026 | Incident | Backup capacity review Backup · BK · Head Office | P2 | Resolved | 9.23 hr | 5.6 hr | Missed |
| GAR572-100611 | 09 Jun 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | 1.24 hr | 2.0 days | Met |
| GAR572-100610 | 09 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Branch | P4 | Resolved | 3.91 hr | 1.3 days | Met |
| GAR572-100609 | 08 Jun 2026 | Change | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 4.55 hr | 15.9 hr | Met |
| GAR572-100608 | 05 Jun 2026 | Incident | MFA reset Security · BK · Head Office | P4 | Resolved | 4.37 hr | 1.8 days | Met |
| GAR572-100607 | 05 Jun 2026 | Service Request | Backup job failed Backup · KB · Remote | P3 | Resolved | 4.39 hr | 1.3 days | Met |
| GAR572-100606 | 04 Jun 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Resolved | 0.10 hr | 1.1 days | Met |
| GAR572-100605 | 03 Jun 2026 | Quote · excluded | Endpoint alert investigation Security · AB · Head Office | P4 | Closed | — | — | n/a |
| GAR572-100604 | 02 Jun 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Resolved | 0.58 hr | 6.0 hr | Met |
| GAR572-100603 | 01 Jun 2026 | Service Request | Message quarantined Email · SE · Head Office | P4 | Closed | 1.31 hr | 1.7 days | Met |
| GAR572-100602 | 01 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | 11.29 hr | 1.7 days | Missed |
| GAR572-100601 | 31 May 2026 | Change | Mailbox delegation Email · SE · Head Office | P3 | Closed | 1.87 hr | 1.1 days | Met |
| GAR572-100600 | 30 May 2026 | Quote · excluded | Distribution list change Email · ML · Head Office | P3 | Closed | — | — | n/a |
| GAR572-100599 | 29 May 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Closed | 9.79 hr | 2.1 days | Missed |
| GAR572-100598 | 28 May 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 0.15 hr | 2.0 days | Met |
| GAR572-100597 | 28 May 2026 | Incident | Backup capacity review Backup · AB · Branch | P3 | Closed | 4.05 hr | 5.5 hr | Met |
| GAR572-100596 | 27 May 2026 | Service Request · excluded | Backup job failed Backup · BK · Site 2 | P4 | Resolved | — | — | n/a |
| GAR572-100595 | 26 May 2026 | Incident | Handset registration Telephony · SE · Remote | P3 | Closed | 0.67 hr | 8.2 hr | Met |
| GAR572-100594 | 25 May 2026 | Incident | Leaver process User admin · KB · Head Office | P1 | Closed | 0.20 hr | 14.4 hr | Met |
| GAR572-100593 | 25 May 2026 | Incident · excluded | Toner replacement Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100592 | 22 May 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P2 | Closed | 3.99 hr | 2.5 hr | Met |
| GAR572-100591 | 21 May 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | 1.02 hr | 2.4 days | Met |
| GAR572-100590 | 21 May 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100589 | 19 May 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P2 | Closed | 0.78 hr | 1.5 days | Met |
| GAR572-100588 | 18 May 2026 | Service Request | Distribution list change Email · TAG · Head Office | P3 | Resolved | 1.32 hr | 7.2 hr | Met |
| GAR572-100587 | 15 May 2026 | Service Request | Mailbox delegation Email · KB · Branch | P1 | Closed | 0.68 hr | 17.6 hr | Met |
| GAR572-100586 | 13 May 2026 | Service Request | Application crash on launch Line of business app · AB · Branch | P4 | Closed | 0.77 hr | 1.6 days | Met |
| GAR572-100585 | 11 May 2026 | Incident | Scan to email failing Printing · ML · Remote | P3 | Resolved | 5.50 hr | 2.5 days | Met |
| GAR572-100584 | 08 May 2026 | Incident | Distribution list change Email · AB · Head Office | P3 | Resolved | 0.70 hr | 2.1 days | Met |
| GAR572-100583 | 07 May 2026 | Incident | New printer driver rollout Printing · BK · Site 2 | P3 | Resolved | 0.36 hr | 1.2 days | Met |
| GAR572-100582 | 06 May 2026 | Change | Toner replacement Printing · SE · Head Office | P3 | Closed | 2.39 hr | 1.8 days | Met |
| GAR572-100581 | 06 May 2026 | Service Request · excluded | Switch port fault Network · TAG · Head Office | P4 | Resolved | — | — | n/a |
| GAR572-100580 | 05 May 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Branch | P1 | Resolved | — | — | n/a |
| GAR572-100579 | 01 May 2026 | Change · excluded | Toner replacement Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| GAR572-100578 | 01 May 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Closed | 4.10 hr | 3.7 hr | Met |
| GAR572-100577 | 30 Apr 2026 | Project · excluded | Name change request User admin · ML · Remote | P2 | Closed | — | — | n/a |
| GAR572-100576 | 30 Apr 2026 | Service Request · excluded | Restore request Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100575 | 27 Apr 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P4 | Resolved | 3.47 hr | 1.8 days | Met |
| GAR572-100574 | 24 Apr 2026 | Incident | Switch port fault Network · KB · Site 2 | P3 | Closed | 1.04 hr | 2.0 days | Met |
| GAR572-100573 | 23 Apr 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P2 | Closed | 5.88 hr | 1.6 days | Met |
| GAR572-100572 | 23 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| GAR572-100571 | 22 Apr 2026 | Incident | Message quarantined Email · AB · Site 2 | P4 | Closed | 10.97 hr | 1.5 days | Missed |
| GAR572-100570 | 22 Apr 2026 | Incident | Report not generating Line of business app · KB · Branch | P3 | Resolved | 1.06 hr | 1.9 days | Met |
| GAR572-100569 | 21 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 0.76 hr | 21.9 hr | Met |
| GAR572-100568 | 21 Apr 2026 | Incident · excluded | Backup job failed Backup · ML · Head Office | P2 | Closed | — | — | n/a |
| GAR572-100567 | 20 Apr 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 3.49 hr | 2.4 hr | Met |
| GAR572-100566 | 17 Apr 2026 | Project · excluded | Slow VPN Network · BK · Head Office | P1 | Resolved | — | — | n/a |
| GAR572-100565 | 16 Apr 2026 | Change | Replacement keyboard Hardware · SE · Head Office | P4 | Resolved | 0.32 hr | 16.3 hr | Met |
| GAR572-100564 | 15 Apr 2026 | Quote · excluded | Spoofed email reported Email · BK · Remote | P2 | Closed | — | — | n/a |
| GAR572-100563 | 15 Apr 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | 0.61 hr | 20.0 hr | Met |
| GAR572-100562 | 14 Apr 2026 | Service Request · excluded | Message quarantined Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100561 | 13 Apr 2026 | Service Request | Replacement keyboard Hardware · SE · Remote | P3 | Closed | 1.31 hr | 15.7 hr | Met |
| GAR572-100560 | 10 Apr 2026 | Service Request | Application crash on launch Line of business app · AB · Branch | P4 | Resolved | 15.15 hr | 1.9 days | Missed |
| GAR572-100559 | 08 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Site 2 | P3 | Closed | 0.49 hr | 12.0 hr | Met |
| GAR572-100558 | 07 Apr 2026 | Project · excluded | Backup job failed Backup · KB · Head Office | P4 | Resolved | — | — | n/a |
| GAR572-100557 | 06 Apr 2026 | Quote · excluded | Backup job failed Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100556 | 03 Apr 2026 | Change · excluded | Toner replacement Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| GAR572-100555 | 03 Apr 2026 | Planned Install · excluded | Spoofed email reported Email · SE · Head Office | P4 | Closed | — | — | n/a |
| GAR572-100554 | 02 Apr 2026 | Incident | New extension setup Telephony · ML · Head Office | P4 | Resolved | 11.48 hr | 2.2 days | Missed |
| GAR572-100553 | 01 Apr 2026 | Incident | Slow VPN Network · TAG · Site 2 | P2 | Closed | 10.77 hr | 2.0 days | Missed |
| GAR572-100552 | 01 Apr 2026 | Service Request | Replacement keyboard Hardware · ML · Remote | P4 | Closed | 2.21 hr | 2.3 days | Met |
| GAR572-100551 | 31 Mar 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Closed | 9.55 hr | 2.0 days | Missed |
| GAR572-100550 | 30 Mar 2026 | Change | Printer offline Printing · SE · Head Office | P4 | Resolved | 6.23 hr | 1.7 days | Met |
| GAR572-100549 | 30 Mar 2026 | Service Request | Call quality issue Telephony · AB · Remote | P4 | Resolved | 15.90 hr | 1.2 days | Missed |
| GAR572-100548 | 27 Mar 2026 | Change · excluded | Phishing report triage Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| GAR572-100547 | 26 Mar 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | 0.67 hr | 2.3 days | Met |
| GAR572-100546 | 24 Mar 2026 | Service Request | New extension setup Telephony · ML · Site 2 | P3 | Closed | 0.69 hr | 1.4 days | Met |
| GAR572-100545 | 24 Mar 2026 | Planned Install · excluded | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| GAR572-100544 | 23 Mar 2026 | Incident | Slow VPN Network · SE · Head Office | P2 | Closed | 10.97 hr | 7.9 hr | Missed |
| GAR572-100543 | 21 Mar 2026 | Incident · excluded | Backup job failed Backup · SE · Branch | P1 | Resolved | — | — | n/a |
| GAR572-100542 | 21 Mar 2026 | Incident | Toner replacement Printing · SE · Head Office | P4 | Resolved | 5.08 hr | 4.3 hr | Met |
| GAR572-100541 | 20 Mar 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | 6.77 hr | 2.6 hr | Met |
| GAR572-100540 | 19 Mar 2026 | Incident | Phishing report triage Security · SE · Remote | P3 | Closed | 10.07 hr | 7.2 hr | Missed |
| GAR572-100539 | 19 Mar 2026 | Service Request | Message quarantined Email · ML · Remote | P4 | Resolved | 0.70 hr | 2.4 days | Met |
| GAR572-100538 | 18 Mar 2026 | Incident | Report not generating Line of business app · AB · Branch | P2 | Closed | 5.87 hr | 2.0 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.