SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 77 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
207 eligible records in this yearAverage first response
3.7 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.9%
22 call(s) over the 8-hour target
First-time fix
71.7%
Where the source records the field
Volume
Contract calls
207
284 calls logged in the period
Off contract
30
£7,742.25 chargeable
Open / closed
9 / 275
Across the selected period
Data-quality gaps
9
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
207
records
- User admin27
- Backup23
- Network23
- Telephony22
- Security20
- Line of business app20
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 207 | 3.67 hr | 88.9% | 22 | 77 |
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 | 32 | 3.53 hr | 97% | 1 |
| Anne-Marie Cable | 31 | 3.94 hr | 87% | 4 |
| Chloe Dempsey | 19 | 4.44 hr | 84% | 3 |
| Stacey Thomas | 19 | 2.46 hr | 94% | 1 |
| (Not recorded) | 16 | 2.09 hr | 100% | 0 |
| Kelly Gregory | 16 | 4.81 hr | 73% | 4 |
| Barry Ebbs | 13 | 3.81 hr | 92% | 1 |
| Rachael Parkin | 13 | 5.24 hr | 85% | 2 |
| Phil Jenkins | 13 | 2.82 hr | 83% | 2 |
| Daniel Blacker | 12 | 2.61 hr | 92% | 1 |
| Damian Armstrong | 8 | 2.64 hr | 88% | 1 |
| Aiden Higgins | 8 | 7.59 hr | 75% | 2 |
22 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 29.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303302 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-05-06 08:34 | 37.35 hr | +29.4 | ML | Application crash on launch |
| 303338 | Aiden Higgins | Dell OptiPlex 3050 | 2026-06-01 12:48 | 32.28 hr | +24.3 | ML | New extension setup |
| 303246 | Karen Taylor | IGEL UD3 | 2026-03-12 11:23 | 30.39 hr | +22.4 | ML | Scan to email failing |
| 303423 | Anne-Marie Cable | Canon imageRUNNER 2630 | 2026-08-13 12:42 | 28.76 hr | +20.8 | ML | Leaver process |
| 303167 | Chloe Dempsey | Apple iPhone 12 | 2026-01-06 15:23 | 23.81 hr | +15.8 | SE | Restore request |
| 303235 | Aiden Higgins | Samsung Galaxy S23 | 2026-03-04 12:23 | 22.91 hr | +14.9 | ML | Slow VPN |
| 303379 | Anne-Marie Cable | HP t640 | 2026-07-02 10:59 | 22.24 hr | +14.2 | SE | Slow VPN |
| 303292 | Kelly Gregory | Dell Latitude 7420 | 2026-04-24 13:35 | 16.58 hr | +8.6 | AB | Spoofed email reported |
| 303304 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-05-07 16:17 | 12.12 hr | +4.1 | KB | Backup job failed |
| 303247 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-03-13 15:37 | 11.88 hr | +3.9 | BK | Wi-Fi dropouts in warehouse |
| 303420 | Kelly Gregory | HP t640 | 2026-08-11 16:26 | 10.72 hr | +2.7 | BK | Teams sign-in loop |
| 303402 | Kelly Gregory | HP ProBook 450 G6 | 2026-07-23 12:06 | 10.40 hr | +2.4 | TAG | Retention change |
| 303388 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-07-14 10:21 | 10.25 hr | +2.3 | SE | Voicemail not delivering |
| 303307 | Kelly Gregory | Dell Latitude 7420 | 2026-05-08 14:44 | 10.02 hr | +2.0 | AB | Screen flickering |
| 303243 | Damian Armstrong | Dell Latitude 5440 | 2026-03-11 09:46 | 9.86 hr | +1.9 | TAG | Distribution list change |
| 303343 | Chloe Dempsey | Apple MacBook Air M2 | 2026-06-04 12:34 | 9.82 hr | +1.8 | KB | Printer offline |
| 303328 | Daniel Blacker | Lenovo ThinkCentre M70q | 2026-05-26 12:24 | 9.80 hr | +1.8 | TAG | New printer driver rollout |
| 303344 | Phil Jenkins | HP EliteBook 840 G9 | 2026-06-04 11:10 | 9.68 hr | +1.7 | AB | New extension setup |
| 303211 | Phil Jenkins | Dell Latitude 5440 | 2026-02-16 15:30 | 9.64 hr | +1.6 | BK | Leaver process |
| 303282 | Barry Ebbs | Apple MacBook Pro 14 | 2026-04-16 17:52 | 9.25 hr | +1.3 | AB | Application crash on launch |
| 303393 | Chloe Dempsey | Dell Latitude 7420 | 2026-07-17 09:58 | 8.74 hr | +0.7 | KB | Toner replacement |
| 303251 | Stacey Thomas | Apple iPhone 14 | 2026-03-17 12:30 | 8.71 hr | +0.7 | BK | Printer offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Monitoring / server / security | 9 | 09 Jan 2026 – 17 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 7 | 29 Jan 2026 – 07 Aug 2026 |
| Karen Taylor | Printing | 7 | 30 Jan 2026 – 19 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 5 | 03 Jan 2026 – 20 Aug 2026 |
| Anne-Marie Cable | Line of business app | 5 | 05 Feb 2026 – 17 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 5 | 31 Mar 2026 – 21 Aug 2026 |
| Chloe Dempsey | Printing | 5 | 20 Apr 2026 – 17 Jul 2026 |
| Anne-Marie Cable | Telephony | 4 | 03 Jan 2026 – 14 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Email / Microsoft 365 | 6 | 09 Jan 2026 – 23 Aug 2026 |
| Apple MacBook Air M2 | Telephony | 6 | 22 Jan 2026 – 11 Aug 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 5 | 03 Jan 2026 – 20 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 5 | 02 Feb 2026 – 07 Aug 2026 |
| Dell Latitude 5440 | User administration | 5 | 16 Feb 2026 – 19 May 2026 |
| HP ProBook 450 G6 | Backup / restore | 5 | 20 Feb 2026 – 25 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 5 | 13 Apr 2026 – 21 Aug 2026 |
| HP ProBook 450 G6 | Telephony | 3 | 03 Jan 2026 – 20 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
284 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| GAR691-100828 | 25 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · BK · Branch | P2 | Open | — | — | n/a |
| GAR691-100827 | 25 Aug 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 0.74 hr | 2.3 days | Met |
| GAR691-100826 | 25 Aug 2026 | Incident | Handset registration Telephony · TAG · Head Office | P2 | In Progress | — | — | n/a |
| GAR691-100825 | 24 Aug 2026 | Quote · excluded | Slow VPN Network · TAG · Remote | P3 | Closed | — | — | n/a |
| GAR691-100824 | 24 Aug 2026 | Service Request | Name change request User admin · AB · Remote | P3 | Resolved | 1.20 hr | 11.9 hr | Met |
| GAR691-100823 | 23 Aug 2026 | Service Request | Distribution list change Email · AB · Remote | P2 | Closed | 4.07 hr | 1.7 days | Met |
| GAR691-100822 | 23 Aug 2026 | Incident | Site offline Network · ML · Branch | P3 | Closed | 0.61 hr | 1.1 days | Met |
| GAR691-100821 | 23 Aug 2026 | Quote · excluded | Restore request Backup · AB · Remote | P3 | In Progress | — | — | n/a |
| GAR691-100820 | 21 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 0.13 hr | 14.4 hr | Met |
| GAR691-100819 | 20 Aug 2026 | Incident | Phishing report triage Security · AB · Head Office | P4 | Resolved | 1.02 hr | 0.5 hr | Met |
| GAR691-100818 | 20 Aug 2026 | Service Request | New extension setup Telephony · AB · Head Office | P3 | Open | — | — | n/a |
| GAR691-100817 | 19 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P1 | Closed | 1.15 hr | 13.5 hr | Met |
| GAR691-100816 | 19 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P2 | Closed | 5.46 hr | 18.4 hr | Met |
| GAR691-100815 | 18 Aug 2026 | Incident | Retention change Backup · BK · Head Office | P1 | Resolved | 0.39 hr | 0.3 hr | Met |
| GAR691-100814 | 18 Aug 2026 | Service Request | Voicemail not delivering Telephony · TAG · Branch | P2 | Closed | 0.33 hr | 9.2 hr | Met |
| GAR691-100813 | 17 Aug 2026 | Project · excluded | Message quarantined Email · TAG · Site 2 | P3 | In Progress | — | — | n/a |
| GAR691-100812 | 17 Aug 2026 | Incident | Database timeout Line of business app · ML · Remote | P2 | Resolved | 4.29 hr | 22.4 hr | Met |
| GAR691-100811 | 14 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| GAR691-100810 | 14 Aug 2026 | Project · excluded | Leaver process User admin · KB · Remote | P3 | Resolved | — | — | n/a |
| GAR691-100809 | 13 Aug 2026 | Service Request | Leaver process User admin · ML · Remote | P4 | Resolved | 28.76 hr | 7.6 hr | Missed |
| GAR691-100808 | 13 Aug 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 0.46 hr | 2.1 days | Met |
| GAR691-100807 | 12 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Remote | P4 | Resolved | 1.18 hr | 1.4 days | Met |
| GAR691-100806 | 11 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 10.72 hr | 1.3 days | Missed |
| GAR691-100805 | 11 Aug 2026 | Incident | Call quality issue Telephony · KB · Head Office | P4 | Closed | 1.19 hr | 2.1 days | Met |
| GAR691-100804 | 10 Aug 2026 | Incident | Site offline Network · KB · Head Office | P3 | Resolved | 0.61 hr | 2.4 days | Met |
| GAR691-100803 | 08 Aug 2026 | Incident | Scan to email failing Printing · BK · Head Office | P4 | Closed | 0.85 hr | 2.1 days | Met |
| GAR691-100802 | 08 Aug 2026 | Incident · excluded | Spoofed email reported Email · KB · Branch | P3 | Closed | — | — | n/a |
| GAR691-100801 | 07 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Remote | P2 | Closed | — | — | n/a |
| GAR691-100800 | 06 Aug 2026 | Project · excluded | Docking station not detected Hardware · ML · Site 2 | P1 | Closed | — | — | n/a |
| GAR691-100799 | 05 Aug 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 5.55 hr | 2.4 days | Met |
| GAR691-100798 | 05 Aug 2026 | Incident · excluded | Backup capacity review Backup · KB · Branch | P1 | Resolved | — | — | n/a |
| GAR691-100797 | 04 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Open | — | — | n/a |
| GAR691-100796 | 03 Aug 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| GAR691-100795 | 03 Aug 2026 | Service Request | New starter setup User admin · SE · Head Office | P4 | Resolved | 1.67 hr | 9.1 hr | Met |
| GAR691-100794 | 31 Jul 2026 | Incident · excluded | Database timeout Line of business app · BK · Remote | P4 | Closed | — | — | n/a |
| GAR691-100793 | 30 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 0.12 hr | 1.9 days | Met |
| GAR691-100792 | 30 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 1.04 hr | 13.5 hr | Met |
| GAR691-100791 | 28 Jul 2026 | Incident | Docking station not detected Hardware · BK · Branch | P4 | Closed | 1.61 hr | 15.4 hr | Met |
| GAR691-100790 | 24 Jul 2026 | Service Request | Backup job failed Backup · ML · Head Office | P4 | Resolved | 1.21 hr | 23.3 hr | Met |
| GAR691-100789 | 24 Jul 2026 | Change | Distribution list change Email · TAG · Head Office | P3 | Closed | 0.41 hr | 19.1 hr | Met |
| GAR691-100788 | 23 Jul 2026 | Incident | Retention change Backup · TAG · Site 2 | P4 | Closed | 10.40 hr | 16.1 hr | Missed |
| GAR691-100787 | 23 Jul 2026 | Service Request | Docking station not detected Hardware · SE · Branch | P4 | Closed | 0.15 hr | 18.9 hr | Met |
| GAR691-100786 | 22 Jul 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P3 | In Progress | — | — | n/a |
| GAR691-100785 | 22 Jul 2026 | Incident · excluded | Phishing report triage Security · KB · Branch | P3 | Resolved | — | — | n/a |
| GAR691-100784 | 22 Jul 2026 | Service Request | Docking station not detected Hardware · TAG · Head Office | P2 | Closed | 0.73 hr | 7.1 hr | Met |
| GAR691-100783 | 21 Jul 2026 | Service Request · excluded | Database timeout Line of business app · SE · Branch | P3 | Resolved | — | — | n/a |
| GAR691-100782 | 20 Jul 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Resolved | 0.52 hr | 12.1 hr | Met |
| GAR691-100781 | 20 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P2 | Closed | 1.60 hr | 1.5 days | Met |
| GAR691-100780 | 17 Jul 2026 | Incident | Switch port fault Network · ML · Remote | P3 | Resolved | 4.71 hr | 1.5 days | Met |
| GAR691-100779 | 17 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P4 | Closed | 8.74 hr | 1.1 days | Missed |
| GAR691-100778 | 16 Jul 2026 | Planned Install · excluded | Name change request User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| GAR691-100777 | 16 Jul 2026 | Quote · excluded | New starter setup User admin · AB · Head Office | P2 | In Progress | — | — | n/a |
| GAR691-100776 | 15 Jul 2026 | Quote · excluded | Permission change User admin · BK · Head Office | P2 | Open | — | — | n/a |
| GAR691-100775 | 14 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Resolved | 5.56 hr | 1.7 days | Met |
| GAR691-100774 | 14 Jul 2026 | Change | Voicemail not delivering Telephony · SE · Head Office | P3 | Resolved | 10.25 hr | 1.9 days | Missed |
| GAR691-100773 | 13 Jul 2026 | Incident | Backup job failed Backup · AB · Branch | P4 | Closed | 1.59 hr | 14.4 hr | Met |
| GAR691-100772 | 10 Jul 2026 | Service Request | Printer offline Printing · AB · Head Office | P1 | Resolved | 1.19 hr | 14.5 hr | Met |
| GAR691-100771 | 10 Jul 2026 | Change | MFA reset Security · AB · Remote | P4 | Closed | 1.09 hr | 21.3 hr | Met |
| GAR691-100770 | 09 Jul 2026 | Quote · excluded | Handset registration Telephony · AB · Site 2 | P4 | Resolved | — | — | n/a |
| GAR691-100769 | 08 Jul 2026 | Service Request | Message quarantined Email · ML · Branch | P4 | Closed | 1.46 hr | 2.3 days | Met |
| GAR691-100768 | 06 Jul 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 0.90 hr | 1.8 days | Met |
| GAR691-100767 | 06 Jul 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Closed | 0.45 hr | 1.6 days | Met |
| GAR691-100766 | 06 Jul 2026 | Incident · excluded | Mailbox delegation Email · AB · Head Office | P2 | Closed | — | — | n/a |
| GAR691-100765 | 02 Jul 2026 | Incident | Slow VPN Network · SE · Branch | P3 | Closed | 22.24 hr | 1.9 days | Missed |
| GAR691-100764 | 01 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 3.30 hr | 1.5 days | Met |
| GAR691-100763 | 01 Jul 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 3.90 hr | 2.3 days | Met |
| GAR691-100762 | 30 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | 1.39 hr | 1.3 days | Met |
| GAR691-100761 | 30 Jun 2026 | Service Request · excluded | Restore request Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| GAR691-100760 | 29 Jun 2026 | Project · excluded | Slow VPN Network · KB · Head Office | P3 | Resolved | — | — | n/a |
| GAR691-100759 | 29 Jun 2026 | Quote · excluded | New printer driver rollout Printing · TAG · Branch | P3 | Closed | — | — | n/a |
| GAR691-100758 | 28 Jun 2026 | Service Request | Handset registration Telephony · AB · Remote | P3 | Closed | 5.72 hr | 2.1 days | Met |
| GAR691-100757 | 28 Jun 2026 | Incident | Toner replacement Printing · KB · Site 2 | P4 | Resolved | 0.46 hr | 1.6 days | Met |
| GAR691-100756 | 26 Jun 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · ML · Site 2 | P4 | Closed | — | — | n/a |
| GAR691-100755 | 26 Jun 2026 | Incident · excluded | Suspicious sign-in review Security · KB · Remote | P4 | Resolved | — | — | n/a |
| GAR691-100754 | 25 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 5.55 hr | 2.0 days | Met |
| GAR691-100753 | 25 Jun 2026 | Incident · excluded | Backup job failed Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| GAR691-100752 | 24 Jun 2026 | Planned Install · excluded | Toner replacement Printing · ML · Branch | P3 | Closed | — | — | n/a |
| GAR691-100751 | 23 Jun 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | 3.20 hr | 1.1 days | Met |
| GAR691-100750 | 22 Jun 2026 | Service Request | MFA reset Security · BK · Branch | P3 | Resolved | 4.55 hr | 1.4 days | Met |
| GAR691-100749 | 22 Jun 2026 | Service Request | Message quarantined Email · SE · Head Office | P1 | Resolved | 1.07 hr | 12.9 hr | Met |
| GAR691-100748 | 19 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Closed | 2.18 hr | 1.9 days | Met |
| GAR691-100747 | 19 Jun 2026 | Quote · excluded | MFA reset Security · SE · Branch | P4 | Resolved | — | — | n/a |
| GAR691-100746 | 18 Jun 2026 | Quote · excluded | Name change request User admin · TAG · Remote | P3 | Closed | — | — | n/a |
| GAR691-100745 | 17 Jun 2026 | Change | Toner replacement Printing · KB · Head Office | P3 | Closed | 2.97 hr | 1.5 hr | Met |
| GAR691-100744 | 17 Jun 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Resolved | 3.31 hr | 15.8 hr | Met |
| GAR691-100743 | 17 Jun 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Closed | 0.94 hr | 1.9 days | Met |
| GAR691-100742 | 16 Jun 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P4 | Closed | 0.89 hr | 10.0 hr | Met |
| GAR691-100741 | 16 Jun 2026 | Incident | New starter setup User admin · KB · Remote | P3 | Resolved | 2.69 hr | 2.3 days | Met |
| GAR691-100740 | 16 Jun 2026 | Planned Install · excluded | Printer offline Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| GAR691-100739 | 15 Jun 2026 | Incident · excluded | Backup job failed Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| GAR691-100738 | 12 Jun 2026 | Incident | Application crash on launch Line of business app · TAG · Remote | P2 | Resolved | 1.03 hr | 2.1 days | Met |
| GAR691-100737 | 11 Jun 2026 | Incident | Site offline Network · SE · Branch | P3 | Resolved | 0.81 hr | 1.9 days | Met |
| GAR691-100736 | 11 Jun 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 1.40 hr | 2.4 days | Met |
| GAR691-100735 | 10 Jun 2026 | Incident | Printer offline Printing · ML · Remote | P4 | Closed | — | — | n/a |
| GAR691-100734 | 09 Jun 2026 | Incident | Distribution list change Email · BK · Head Office | P4 | Resolved | 2.98 hr | 18.0 hr | Met |
| GAR691-100733 | 08 Jun 2026 | Service Request | Licence renewal Line of business app · AB · Branch | P4 | Closed | 0.78 hr | 1.6 days | Met |
| GAR691-100732 | 08 Jun 2026 | Service Request | Licence renewal Line of business app · TAG · Remote | P4 | Closed | 0.78 hr | 2.3 days | Met |
| GAR691-100731 | 05 Jun 2026 | Service Request · excluded | Handset registration Telephony · KB · Head Office | P2 | Closed | — | — | n/a |
| GAR691-100730 | 04 Jun 2026 | Service Request | New extension setup Telephony · AB · Site 2 | P3 | Resolved | 9.68 hr | 10.8 hr | Missed |
| GAR691-100729 | 04 Jun 2026 | Service Request | Printer offline Printing · KB · Head Office | P2 | Closed | 9.82 hr | 7.2 hr | Missed |
| GAR691-100728 | 03 Jun 2026 | Incident | Endpoint alert investigation Security · BK · Remote | P3 | Resolved | 1.17 hr | 7.3 hr | Met |
| GAR691-100727 | 03 Jun 2026 | Planned Install · excluded | Leaver process User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| GAR691-100726 | 02 Jun 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 4.43 hr | 1.9 days | Met |
| GAR691-100725 | 01 Jun 2026 | Change | MFA reset Security · AB · Head Office | P3 | Closed | 1.44 hr | 18.5 hr | Met |
| GAR691-100724 | 01 Jun 2026 | Service Request | New extension setup Telephony · ML · Head Office | P3 | Closed | 32.28 hr | 1.7 days | Missed |
| GAR691-100723 | 29 May 2026 | Project · excluded | Retention change Backup · TAG · Branch | P3 | Closed | — | — | n/a |
| GAR691-100722 | 29 May 2026 | Service Request | New extension setup Telephony · KB · Remote | P3 | Resolved | 0.44 hr | 1.7 days | Met |
| GAR691-100721 | 28 May 2026 | Change | Toner replacement Printing · ML · Branch | P3 | Resolved | 0.66 hr | 2.5 days | Met |
| GAR691-100720 | 28 May 2026 | Quote · excluded | Handset registration Telephony · ML · Remote | P3 | Closed | — | — | n/a |
| GAR691-100719 | 28 May 2026 | Quote · excluded | New printer driver rollout Printing · ML · Site 2 | P3 | Closed | — | — | n/a |
| GAR691-100718 | 27 May 2026 | Incident · excluded | Backup capacity review Backup · TAG · Remote | P4 | Closed | — | — | n/a |
| GAR691-100717 | 27 May 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P4 | Resolved | 0.47 hr | 1.4 days | Met |
| GAR691-100716 | 27 May 2026 | Service Request · excluded | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| GAR691-100715 | 26 May 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Resolved | 2.65 hr | 12.8 hr | Met |
| GAR691-100714 | 26 May 2026 | Incident | New printer driver rollout Printing · TAG · Remote | P2 | Closed | 9.80 hr | 20.1 hr | Missed |
| GAR691-100713 | 25 May 2026 | Change | New starter setup User admin · ML · Head Office | P3 | Closed | 0.27 hr | 1.8 hr | Met |
| GAR691-100712 | 25 May 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 0.43 hr | 3.5 hr | Met |
| GAR691-100711 | 22 May 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · KB · Branch | P4 | Resolved | — | — | n/a |
| GAR691-100710 | 22 May 2026 | Change · excluded | Replacement keyboard Hardware · TAG · Remote | P3 | Resolved | — | — | n/a |
| GAR691-100709 | 21 May 2026 | Incident | Printer offline Printing · BK · Branch | P1 | Resolved | 5.48 hr | 2.2 hr | Met |
| GAR691-100708 | 21 May 2026 | Incident | New extension setup Telephony · TAG · Branch | P3 | Resolved | 2.14 hr | 1.7 days | Met |
| GAR691-100707 | 20 May 2026 | Service Request | New extension setup Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| GAR691-100706 | 20 May 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P1 | Resolved | 5.39 hr | 12.7 hr | Met |
| GAR691-100705 | 19 May 2026 | Incident | Name change request User admin · AB · Head Office | P3 | Closed | 0.62 hr | 1.7 days | Met |
| GAR691-100704 | 19 May 2026 | Incident | Permission change User admin · ML · Branch | P2 | Closed | 4.36 hr | 1.3 days | Met |
| GAR691-100703 | 18 May 2026 | Change | Call quality issue Telephony · AB · Branch | P3 | Closed | — | — | n/a |
| GAR691-100702 | 18 May 2026 | Service Request | Message quarantined Email · TAG · Head Office | P4 | Closed | 0.99 hr | 1.9 days | Met |
| GAR691-100701 | 15 May 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 5.89 hr | 1.2 days | Met |
| GAR691-100700 | 15 May 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P1 | Closed | 0.92 hr | 0.1 hr | Met |
| GAR691-100699 | 14 May 2026 | Service Request · excluded | Handset registration Telephony · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| GAR691-100698 | 14 May 2026 | Service Request | Restore request Backup · TAG · Head Office | P2 | Resolved | 3.69 hr | 13.0 hr | Met |
| GAR691-100697 | 14 May 2026 | Service Request · excluded | Voicemail not delivering Telephony · ML · Branch | P3 | Closed | — | — | n/a |
| GAR691-100696 | 12 May 2026 | Change | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 1.07 hr | 3.5 hr | Met |
| GAR691-100695 | 11 May 2026 | Quote · excluded | Printer offline Printing · ML · Remote | P3 | Closed | — | — | n/a |
| GAR691-100694 | 11 May 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 4.28 hr | 6.7 hr | Met |
| GAR691-100693 | 08 May 2026 | Incident | Screen flickering Hardware · AB · Remote | P3 | Resolved | 10.02 hr | 1.1 days | Missed |
| GAR691-100692 | 08 May 2026 | Change | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 1.81 hr | 1.1 days | Met |
| GAR691-100691 | 07 May 2026 | Service Request | Message quarantined Email · ML · Head Office | P2 | Closed | 0.23 hr | 1.5 days | Met |
| GAR691-100690 | 07 May 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Resolved | 12.12 hr | 14.1 hr | Missed |
| GAR691-100689 | 06 May 2026 | Planned Install · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| GAR691-100688 | 06 May 2026 | Change | Application crash on launch Line of business app · ML · Remote | P2 | Closed | 37.35 hr | 2.4 days | Missed |
| GAR691-100687 | 05 May 2026 | Quote · excluded | Mailbox delegation Email · KB · Head Office | P2 | Resolved | — | — | n/a |
| GAR691-100686 | 04 May 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Closed | 1.47 hr | 1.8 days | Met |
| GAR691-100685 | 04 May 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P4 | Closed | 0.35 hr | 1.1 days | Met |
| GAR691-100684 | 01 May 2026 | Change | Restore request Backup · AB · Head Office | P3 | Closed | 1.30 hr | 1.8 days | Met |
| GAR691-100683 | 01 May 2026 | Change | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Closed | 2.30 hr | 7.0 hr | Met |
| GAR691-100682 | 30 Apr 2026 | Project · excluded | Backup capacity review Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| GAR691-100681 | 29 Apr 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P2 | Resolved | — | — | n/a |
| GAR691-100680 | 28 Apr 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Closed | 0.31 hr | 1.6 days | Met |
| GAR691-100679 | 28 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Resolved | 0.29 hr | 13.5 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.