SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 126 records in this selection sit outside that — quotes, projects and planned installs, plus 50 calls billed time and materials. They stay visible for volume context.
Service performance
252 eligible records in this yearAverage first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
89.1%
26 call(s) over the 8-hour target
First-time fix
69.4%
Where the source records the field
Volume
Contract calls
252
378 calls logged in the period
Off contract
50
£15,985.5 chargeable
Open / closed
11 / 367
Across the selected period
Data-quality gaps
13
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
252
records
- Telephony30
- Backup28
- Security28
- Microsoft 36526
- Hardware26
- User admin26
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 252 | 4.73 hr | 89.1% | 26 | 126 |
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 | 37 | 3.86 hr | 88% | 4 |
| Kelly Gregory | 28 | 3.50 hr | 88% | 3 |
| Stacey Thomas | 24 | 1.45 hr | 100% | 0 |
| Barry Ebbs | 23 | 3.62 hr | 95% | 1 |
| Anne-Marie Cable | 23 | 9.73 hr | 78% | 5 |
| (Not recorded) | 19 | 2.37 hr | 100% | 0 |
| Daniel Blacker | 18 | 10.17 hr | 82% | 3 |
| Rachael Parkin | 18 | 3.70 hr | 88% | 2 |
| Phil Jenkins | 15 | 6.40 hr | 85% | 2 |
| Chloe Dempsey | 14 | 7.74 hr | 77% | 3 |
| Julie Herbert | 12 | 5.73 hr | 83% | 2 |
| Aiden Higgins | 11 | 1.71 hr | 100% | 0 |
26 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 97.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301079 | Daniel Blacker | Dell Latitude 5440 | 2026-05-12 15:18 | 105.54 hr | +97.5 | BK | Handset registration |
| 300907 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-01-21 15:32 | 85.24 hr | +77.2 | SE | Report not generating |
| 301097 | Karen Taylor | Samsung Galaxy A54 | 2026-05-22 08:33 | 45.86 hr | +37.9 | AB | Phishing report triage |
| 301085 | Barry Ebbs | Apple MacBook Pro 14 | 2026-05-15 17:38 | 45.80 hr | +37.8 | SE | Backup capacity review |
| 301012 | Anne-Marie Cable | Dell Latitude E7470 | 2026-03-26 08:54 | 45.62 hr | +37.6 | KB | Suspicious sign-in review |
| 301176 | Chloe Dempsey | Samsung Galaxy A54 | 2026-07-15 08:41 | 40.36 hr | +32.4 | AB | Laptop will not boot |
| 301191 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-07-22 08:57 | 33.20 hr | +25.2 | ML | Leaver process |
| 301117 | Julie Herbert | Lenovo ThinkCentre M70q | 2026-06-04 17:47 | 33.03 hr | +25.0 | KB | New starter setup |
| 301073 | Chloe Dempsey | Samsung Galaxy S23 | 2026-05-05 16:36 | 30.94 hr | +22.9 | ML | Screen flickering |
| 301154 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-07-03 16:05 | 29.21 hr | +21.2 | SE | Suspicious sign-in review |
| 301096 | Kelly Gregory | Dell Latitude 7420 | 2026-05-21 13:40 | 26.84 hr | +18.8 | KB | Site offline |
| 301164 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-07-10 14:42 | 25.23 hr | +17.2 | AB | Switch port fault |
| 301072 | Anne-Marie Cable | Dell Latitude E7470 | 2026-05-05 09:45 | 24.20 hr | +16.2 | ML | Report not generating |
| 300989 | Kelly Gregory | HP ProBook 450 G6 | 2026-03-13 11:12 | 23.98 hr | +16.0 | ML | MFA reset |
| 301066 | Julie Herbert | Dell Latitude 5440 | 2026-04-30 12:33 | 22.50 hr | +14.5 | AB | Leaver process |
| 301091 | Rachael Parkin | HP EliteBook 840 G9 | 2026-05-20 16:33 | 16.06 hr | +8.1 | BK | Name change request |
| 300879 | Karen Taylor | Apple MacBook Pro 14 | 2026-01-07 10:14 | 11.94 hr | +3.9 | BK | Report not generating |
| 301151 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-06-30 11:02 | 11.76 hr | +3.8 | KB | Licence renewal |
| 301044 | Rachael Parkin | Apple MacBook Pro 14 | 2026-04-13 15:37 | 10.74 hr | +2.7 | KB | Screen flickering |
| 301158 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-07-07 08:32 | 10.65 hr | +2.6 | BK | Handset registration |
| 301231 | Daniel Blacker | Ubiquiti UAP-AC-PRO | 2026-08-12 09:33 | 10.33 hr | +2.3 | KB | Permission change |
| 300994 | Damian Armstrong | Dell Latitude 7420 | 2026-03-17 12:32 | 9.69 hr | +1.7 | KB | New starter setup |
| 300970 | Anne-Marie Cable | Apple iPhone 14 | 2026-02-27 15:20 | 9.16 hr | +1.2 | AB | Replacement keyboard |
| 301188 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-07-21 17:15 | 8.91 hr | +0.9 | TAG | Outlook not syncing |
| 300949 | Kelly Gregory | Samsung Galaxy S23 | 2026-02-17 17:45 | 8.73 hr | +0.7 | TAG | Screen flickering |
| 301181 | Karen Taylor | Dell Latitude 7420 | 2026-07-16 13:11 | 8.07 hr | +0.1 | ML | Name change request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 9 | 08 Jan 2026 – 11 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 8 | 06 Jan 2026 – 20 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 8 | 26 Jan 2026 – 14 Jul 2026 |
| Karen Taylor | Telephony | 8 | 03 Feb 2026 – 07 Aug 2026 |
| Daniel Blacker | Monitoring / server / security | 6 | 07 Jan 2026 – 18 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 6 | 08 Jan 2026 – 27 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 09 Jan 2026 – 23 Jun 2026 |
| Anne-Marie Cable | Monitoring / server / security | 6 | 16 Jan 2026 – 27 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Monitoring / server / security | 9 | 08 Jan 2026 – 18 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 7 | 09 Jan 2026 – 30 Jul 2026 |
| Lenovo ThinkCentre M70q | Telephony | 6 | 02 Feb 2026 – 07 Jul 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 5 | 08 Jan 2026 – 20 Aug 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 5 | 09 Jan 2026 – 03 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 5 | 24 Feb 2026 – 24 Jul 2026 |
| Dell Latitude 7420 | User administration | 5 | 11 Mar 2026 – 11 Aug 2026 |
| Dell Latitude E7470 | Backup / restore | 5 | 08 Apr 2026 – 28 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
378 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| GLE035-101156 | 25 Aug 2026 | Incident | Toner replacement Printing · SE · Head Office | P4 | Open | — | — | n/a |
| GLE035-101155 | 24 Aug 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | In Progress | — | — | n/a |
| GLE035-101154 | 24 Aug 2026 | Incident | Retention change Backup · KB · Site 2 | P3 | Closed | 1.38 hr | 1.9 days | Met |
| GLE035-101153 | 24 Aug 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101152 | 22 Aug 2026 | Incident | Backup job failed Backup · SE · Head Office | P4 | Open | — | — | n/a |
| GLE035-101151 | 21 Aug 2026 | Change | Backup capacity review Backup · SE · Branch | P1 | Open | — | — | n/a |
| GLE035-101150 | 20 Aug 2026 | Incident | Message quarantined Email · ML · Branch | P3 | Resolved | 0.21 hr | 1.6 days | Met |
| GLE035-101149 | 20 Aug 2026 | Planned Install · excluded | Backup capacity review Backup · SE · Head Office | P2 | In Progress | — | — | n/a |
| GLE035-101148 | 20 Aug 2026 | Incident | Phishing report triage Security · TAG · Remote | P3 | Closed | 1.16 hr | 3.0 hr | Met |
| GLE035-101147 | 19 Aug 2026 | Planned Install · excluded | Replacement keyboard Hardware · KB · Site 2 | P4 | In Progress | — | — | n/a |
| GLE035-101146 | 18 Aug 2026 | Incident | Permission change User admin · KB · Site 2 | P4 | Closed | 4.63 hr | 12.8 hr | Met |
| GLE035-101145 | 18 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Site 2 | P3 | Closed | 3.68 hr | 1.7 days | Met |
| GLE035-101144 | 18 Aug 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Resolved | 0.68 hr | 13.9 hr | Met |
| GLE035-101143 | 18 Aug 2026 | Incident | Switch port fault Network · TAG · Remote | P4 | Closed | 0.24 hr | 20.7 hr | Met |
| GLE035-101142 | 17 Aug 2026 | Service Request · excluded | New extension setup Telephony · KB · Head Office | P4 | Closed | — | — | n/a |
| GLE035-101141 | 14 Aug 2026 | Change | Leaver process User admin · TAG · Branch | P3 | Closed | 5.80 hr | 2.4 days | Met |
| GLE035-101140 | 13 Aug 2026 | Incident | Message quarantined Email · KB · Branch | P2 | Closed | 6.55 hr | 6.5 hr | Met |
| GLE035-101139 | 13 Aug 2026 | Change | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 7.93 hr | 19.3 hr | Met |
| GLE035-101138 | 13 Aug 2026 | Incident | Printer offline Printing · AB · Remote | P3 | Resolved | 1.22 hr | 1.8 days | Met |
| GLE035-101137 | 12 Aug 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Resolved | 10.33 hr | 1.3 days | Missed |
| GLE035-101136 | 12 Aug 2026 | Service Request · excluded | Leaver process User admin · ML · Branch | P1 | Resolved | — | — | n/a |
| GLE035-101135 | 11 Aug 2026 | Service Request | Permission change User admin · TAG · Head Office | P4 | Closed | 0.96 hr | 1.2 days | Met |
| GLE035-101134 | 11 Aug 2026 | Incident | MFA reset Security · SE · Head Office | P2 | Closed | 0.53 hr | 2.1 days | Met |
| GLE035-101133 | 10 Aug 2026 | Incident · excluded | Scan to email failing Printing · ML · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101132 | 10 Aug 2026 | Quote · excluded | Slow VPN Network · SE · Head Office | P3 | Open | — | — | n/a |
| GLE035-101131 | 10 Aug 2026 | Service Request · excluded | Restore request Backup · ML · Remote | P3 | Closed | — | — | n/a |
| GLE035-101130 | 10 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 0.62 hr | 2.4 days | Met |
| GLE035-101129 | 07 Aug 2026 | Incident | Mailbox delegation Email · SE · Branch | P3 | Closed | 1.48 hr | 15.0 hr | Met |
| GLE035-101128 | 07 Aug 2026 | Service Request | Voicemail not delivering Telephony · ML · Branch | P3 | Closed | 1.02 hr | 1.1 days | Met |
| GLE035-101127 | 06 Aug 2026 | Quote · excluded | Phishing report triage Security · AB · Head Office | P4 | Resolved | — | — | n/a |
| GLE035-101126 | 06 Aug 2026 | Service Request | Spoofed email reported Email · SE · Remote | P3 | Closed | 0.47 hr | 1.1 days | Met |
| GLE035-101125 | 06 Aug 2026 | Incident · excluded | Printer offline Printing · BK · Head Office | P4 | Closed | — | — | n/a |
| GLE035-101124 | 06 Aug 2026 | Incident | Docking station not detected Hardware · BK · Branch | P2 | Closed | 4.88 hr | 6.2 hr | Met |
| GLE035-101123 | 05 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P4 | Closed | 5.31 hr | 3.8 hr | Met |
| GLE035-101122 | 05 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Branch | P2 | Closed | 0.26 hr | 17.6 hr | Met |
| GLE035-101121 | 05 Aug 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 0.42 hr | 1.2 days | Met |
| GLE035-101120 | 04 Aug 2026 | Incident · excluded | Mailbox delegation Email · KB · Head Office | P4 | Resolved | — | — | n/a |
| GLE035-101119 | 04 Aug 2026 | Change | Phishing report triage Security · KB · Remote | P4 | Closed | 1.47 hr | 10.8 hr | Met |
| GLE035-101118 | 31 Jul 2026 | Service Request · excluded | Handset registration Telephony · BK · Remote | P3 | Closed | — | — | n/a |
| GLE035-101117 | 31 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 3.56 hr | 23.8 hr | Met |
| GLE035-101116 | 30 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · TAG · Remote | P4 | Closed | — | — | n/a |
| GLE035-101115 | 30 Jul 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101114 | 30 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 5.53 hr | 10.7 hr | Met |
| GLE035-101113 | 29 Jul 2026 | Planned Install · excluded | Laptop will not boot Hardware · ML · Head Office | P2 | Resolved | — | — | n/a |
| GLE035-101112 | 29 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Resolved | 1.02 hr | 1.7 days | Met |
| GLE035-101111 | 29 Jul 2026 | Incident | Backup job failed Backup · AB · Head Office | P4 | Closed | 1.21 hr | 23.0 hr | Met |
| GLE035-101110 | 28 Jul 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Closed | 2.35 hr | 1.4 days | Met |
| GLE035-101109 | 28 Jul 2026 | Service Request | Permission change User admin · KB · Branch | P3 | Resolved | 1.31 hr | 2.1 days | Met |
| GLE035-101108 | 28 Jul 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | 0.37 hr | 2.2 days | Met |
| GLE035-101107 | 27 Jul 2026 | Change | Spoofed email reported Email · SE · Head Office | P2 | Closed | 3.79 hr | 2.0 days | Met |
| GLE035-101106 | 27 Jul 2026 | Incident · excluded | Report not generating Line of business app · TAG · Branch | P4 | Closed | — | — | n/a |
| GLE035-101105 | 27 Jul 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 4.90 hr | 13.4 hr | Met |
| GLE035-101104 | 24 Jul 2026 | Change | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | 0.90 hr | 1.6 days | Met |
| GLE035-101103 | 24 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Resolved | 1.24 hr | 1.0 days | Met |
| GLE035-101102 | 24 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Branch | P3 | Closed | 0.81 hr | 13.2 hr | Met |
| GLE035-101101 | 23 Jul 2026 | Planned Install · excluded | New starter setup User admin · KB · Remote | P2 | Open | — | — | n/a |
| GLE035-101100 | 23 Jul 2026 | Incident | Phishing report triage Security · KB · Branch | P4 | Closed | 2.87 hr | 3.5 hr | Met |
| GLE035-101099 | 23 Jul 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P2 | Resolved | 0.26 hr | 7.2 hr | Met |
| GLE035-101098 | 22 Jul 2026 | Change | Site offline Network · BK · Head Office | P2 | Closed | 0.55 hr | 1.7 days | Met |
| GLE035-101097 | 22 Jul 2026 | Service Request | Leaver process User admin · ML · Head Office | P4 | Closed | 33.20 hr | 2.0 days | Missed |
| GLE035-101096 | 21 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101095 | 21 Jul 2026 | Quote · excluded | Backup capacity review Backup · BK · Head Office | P3 | Open | — | — | n/a |
| GLE035-101094 | 21 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Closed | 8.91 hr | 20.6 hr | Missed |
| GLE035-101093 | 20 Jul 2026 | Service Request | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 0.33 hr | 5.3 hr | Met |
| GLE035-101092 | 20 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 0.95 hr | 10.1 hr | Met |
| GLE035-101091 | 20 Jul 2026 | Planned Install · excluded | Name change request User admin · TAG · Site 2 | P3 | Closed | — | — | n/a |
| GLE035-101090 | 20 Jul 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · TAG · Branch | P3 | Closed | — | — | n/a |
| GLE035-101089 | 17 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Resolved | 1.02 hr | 7.4 hr | Met |
| GLE035-101088 | 17 Jul 2026 | Project · excluded | New printer driver rollout Printing · TAG · Site 2 | P2 | Open | — | — | n/a |
| GLE035-101087 | 16 Jul 2026 | Service Request | Name change request User admin · ML · Head Office | P2 | Closed | 8.07 hr | 1.5 days | Missed |
| GLE035-101086 | 16 Jul 2026 | Quote · excluded | Distribution list change Email · BK · Head Office | P4 | In Progress | — | — | n/a |
| GLE035-101085 | 16 Jul 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Closed | 1.59 hr | 1.2 days | Met |
| GLE035-101084 | 15 Jul 2026 | Incident | Site offline Network · KB · Remote | P1 | Closed | 0.06 hr | 0.4 hr | Met |
| GLE035-101083 | 15 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · TAG · Head Office | P2 | Resolved | — | — | n/a |
| GLE035-101082 | 15 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P1 | Closed | 40.36 hr | 2.3 hr | Missed |
| GLE035-101081 | 14 Jul 2026 | Incident | MFA reset Security · BK · Branch | P2 | Closed | 0.74 hr | 1.1 days | Met |
| GLE035-101080 | 14 Jul 2026 | Incident · excluded | Phishing report triage Security · KB · Remote | P4 | Resolved | — | — | n/a |
| GLE035-101079 | 14 Jul 2026 | Incident | Message quarantined Email · AB · Head Office | P4 | Resolved | 1.28 hr | 1.5 days | Met |
| GLE035-101078 | 13 Jul 2026 | Change | New starter setup User admin · KB · Remote | P3 | Resolved | 4.56 hr | 2.2 days | Met |
| GLE035-101077 | 13 Jul 2026 | Service Request | New starter setup User admin · KB · Branch | P3 | Closed | 0.57 hr | 13.5 hr | Met |
| GLE035-101076 | 11 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Branch | P3 | Resolved | 1.20 hr | 1.0 hr | Met |
| GLE035-101075 | 11 Jul 2026 | Incident | Toner replacement Printing · BK · Head Office | P4 | Closed | 1.44 hr | 6.5 hr | Met |
| GLE035-101074 | 11 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 0.33 hr | 1.1 days | Met |
| GLE035-101073 | 11 Jul 2026 | Service Request | Permission change User admin · SE · Head Office | P3 | Closed | 1.34 hr | 19.0 hr | Met |
| GLE035-101072 | 10 Jul 2026 | Project · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| GLE035-101071 | 10 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Closed | 0.85 hr | 1.4 days | Met |
| GLE035-101070 | 10 Jul 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Closed | 25.23 hr | 13.2 hr | Missed |
| GLE035-101069 | 09 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| GLE035-101068 | 09 Jul 2026 | Incident · excluded | Leaver process User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101067 | 09 Jul 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Closed | 1.25 hr | 19.1 hr | Met |
| GLE035-101066 | 08 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P2 | Resolved | 3.29 hr | 1.0 days | Met |
| GLE035-101065 | 07 Jul 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P2 | Resolved | 0.25 hr | 2.0 days | Met |
| GLE035-101064 | 07 Jul 2026 | Incident | Handset registration Telephony · BK · Remote | P4 | Closed | 10.65 hr | 1.2 days | Missed |
| GLE035-101063 | 07 Jul 2026 | Service Request | New extension setup Telephony · SE · Branch | P3 | Closed | 1.14 hr | 1.4 days | Met |
| GLE035-101062 | 06 Jul 2026 | Service Request | Phishing report triage Security · BK · Head Office | P4 | Closed | 1.18 hr | 1.4 days | Met |
| GLE035-101061 | 03 Jul 2026 | Service Request · excluded | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101060 | 03 Jul 2026 | Change | Suspicious sign-in review Security · SE · Head Office | P2 | Closed | 29.21 hr | 2.2 days | Missed |
| GLE035-101059 | 02 Jul 2026 | Quote · excluded | Restore request Backup · KB · Head Office | P2 | Resolved | — | — | n/a |
| GLE035-101058 | 01 Jul 2026 | Service Request | Leaver process User admin · TAG · Head Office | P4 | Resolved | 1.40 hr | 1.3 days | Met |
| GLE035-101057 | 30 Jun 2026 | Incident | Licence renewal Line of business app · KB · Remote | P3 | Closed | 11.76 hr | 1.2 days | Missed |
| GLE035-101056 | 29 Jun 2026 | Incident | Site offline Network · ML · Remote | P3 | Closed | 0.95 hr | 2.1 days | Met |
| GLE035-101055 | 29 Jun 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P3 | Closed | 1.12 hr | 2.3 days | Met |
| GLE035-101054 | 26 Jun 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Resolved | 0.26 hr | 0.8 hr | Met |
| GLE035-101053 | 25 Jun 2026 | Planned Install · excluded | Database timeout Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| GLE035-101052 | 25 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| GLE035-101051 | 25 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Resolved | 1.17 hr | 22.6 hr | Met |
| GLE035-101050 | 24 Jun 2026 | Project · excluded | New starter setup User admin · BK · Head Office | P4 | Closed | — | — | n/a |
| GLE035-101049 | 24 Jun 2026 | Service Request · excluded | Distribution list change Email · KB · Remote | P2 | Closed | — | — | n/a |
| GLE035-101048 | 24 Jun 2026 | Service Request | Database timeout Line of business app · ML · Branch | P3 | Resolved | 0.78 hr | 6.9 hr | Met |
| GLE035-101047 | 23 Jun 2026 | Service Request | Switch port fault Network · TAG · Remote | P3 | Resolved | 3.68 hr | 2.0 days | Met |
| GLE035-101046 | 23 Jun 2026 | Incident | MFA reset Security · AB · Branch | P3 | Closed | 5.00 hr | 1.5 days | Met |
| GLE035-101045 | 19 Jun 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P4 | Closed | 3.90 hr | 10.0 hr | Met |
| GLE035-101044 | 19 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P2 | Resolved | 0.88 hr | 1.1 days | Met |
| GLE035-101043 | 19 Jun 2026 | Change · excluded | Distribution list change Email · SE · Head Office | P1 | Closed | — | — | n/a |
| GLE035-101042 | 18 Jun 2026 | Incident | Retention change Backup · TAG · Head Office | P2 | Closed | 2.12 hr | 2.0 days | Met |
| GLE035-101041 | 17 Jun 2026 | Project · excluded | New starter setup User admin · ML · Head Office | P4 | Resolved | — | — | n/a |
| GLE035-101040 | 17 Jun 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.54 hr | 1.2 days | Met |
| GLE035-101039 | 17 Jun 2026 | Incident | Handset registration Telephony · TAG · Site 2 | P4 | Closed | 0.60 hr | 1.8 days | Met |
| GLE035-101038 | 16 Jun 2026 | Project · excluded | Leaver process User admin · KB · Head Office | P2 | Closed | — | — | n/a |
| GLE035-101037 | 15 Jun 2026 | Service Request | Screen flickering Hardware · SE · Branch | P4 | Resolved | 0.76 hr | 8.9 hr | Met |
| GLE035-101036 | 15 Jun 2026 | Service Request | New extension setup Telephony · AB · Head Office | P4 | Closed | 0.89 hr | 1.9 days | Met |
| GLE035-101035 | 15 Jun 2026 | Quote · excluded | Message quarantined Email · AB · Remote | P3 | Resolved | — | — | n/a |
| GLE035-101034 | 12 Jun 2026 | Quote · excluded | Scan to email failing Printing · TAG · Remote | P3 | Resolved | — | — | n/a |
| GLE035-101033 | 11 Jun 2026 | Incident | Site offline Network · BK · Branch | P3 | Closed | 1.38 hr | 21.7 hr | Met |
| GLE035-101032 | 11 Jun 2026 | Incident | Retention change Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| GLE035-101031 | 10 Jun 2026 | Change | Phishing report triage Security · SE · Head Office | P3 | Closed | — | — | n/a |
| GLE035-101030 | 09 Jun 2026 | Service Request | Retention change Backup · ML · Branch | P2 | Resolved | 0.90 hr | 1.6 days | Met |
| GLE035-101029 | 09 Jun 2026 | Service Request | New extension setup Telephony · BK · Branch | P3 | Closed | 4.52 hr | 1.4 days | Met |
| GLE035-101028 | 09 Jun 2026 | Incident | Backup job failed Backup · AB · Remote | P3 | Closed | 0.17 hr | 1.0 days | Met |
| GLE035-101027 | 08 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 2.33 hr | 2.3 days | Met |
| GLE035-101026 | 08 Jun 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 0.70 hr | 16.9 hr | Met |
| GLE035-101025 | 08 Jun 2026 | Project · excluded | New starter setup User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101024 | 05 Jun 2026 | Service Request · excluded | Endpoint alert investigation Security · ML · Branch | P3 | Resolved | — | — | n/a |
| GLE035-101023 | 04 Jun 2026 | Incident | New starter setup User admin · KB · Remote | P4 | Closed | 33.03 hr | 2.0 days | Missed |
| GLE035-101022 | 04 Jun 2026 | Quote · excluded | Retention change Backup · ML · Head Office | P2 | Resolved | — | — | n/a |
| GLE035-101021 | 03 Jun 2026 | Quote · excluded | Message quarantined Email · SE · Head Office | P4 | Resolved | — | — | n/a |
| GLE035-101020 | 02 Jun 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Closed | 0.31 hr | 9.8 hr | Met |
| GLE035-101019 | 02 Jun 2026 | Project · excluded | Endpoint alert investigation Security · AB · Head Office | P3 | Resolved | — | — | n/a |
| GLE035-101018 | 02 Jun 2026 | Incident · excluded | Report not generating Line of business app · BK · Branch | P3 | Closed | — | — | n/a |
| GLE035-101017 | 01 Jun 2026 | Incident · excluded | Report not generating Line of business app · AB · Site 2 | P3 | Closed | — | — | n/a |
| GLE035-101016 | 01 Jun 2026 | Service Request · excluded | Screen flickering Hardware · ML · Head Office | P4 | Resolved | — | — | n/a |
| GLE035-101015 | 01 Jun 2026 | Incident | Retention change Backup · TAG · Remote | P3 | Resolved | 0.51 hr | 7.2 hr | Met |
| GLE035-101014 | 29 May 2026 | Incident | Switch port fault Network · KB · Remote | P4 | Resolved | 1.03 hr | 2.0 days | Met |
| GLE035-101013 | 28 May 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Closed | 5.41 hr | 1.1 days | Met |
| GLE035-101012 | 28 May 2026 | Quote · excluded | Licence renewal Line of business app · SE · Head Office | P2 | Resolved | — | — | n/a |
| GLE035-101011 | 27 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Closed | — | — | n/a |
| GLE035-101010 | 27 May 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 0.70 hr | 4.1 hr | Met |
| GLE035-101009 | 26 May 2026 | Incident | Backup capacity review Backup · KB · Remote | P3 | Resolved | 0.53 hr | 1.1 days | Met |
| GLE035-101008 | 26 May 2026 | Quote · excluded | Docking station not detected Hardware · SE · Site 2 | P4 | Resolved | — | — | n/a |
| GLE035-101007 | 26 May 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Remote | P3 | Resolved | — | — | n/a |
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.