SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 90 records in this selection sit outside that — quotes, projects and planned installs, plus 36 calls billed time and materials. They stay visible for volume context.
Service performance
243 eligible records in this yearAverage first response
5.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.1%
25 call(s) over the 8-hour target
First-time fix
71.5%
Where the source records the field
Volume
Contract calls
243
333 calls logged in the period
Off contract
36
£10,598.25 chargeable
Open / closed
9 / 324
Across the selected period
Data-quality gaps
14
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
243
records
- User admin30
- Network27
- Backup27
- Line of business app27
- Email25
- Security23
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 243 | 5.08 hr | 89.1% | 25 | 90 |
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 | 30 | 4.97 hr | 89% | 3 |
| Anne-Marie Cable | 28 | 4.70 hr | 89% | 3 |
| Stacey Thomas | 23 | 11.96 hr | 82% | 4 |
| Kelly Gregory | 21 | 9.68 hr | 85% | 3 |
| Daniel Blacker | 21 | 3.04 hr | 90% | 2 |
| Barry Ebbs | 20 | 2.83 hr | 94% | 1 |
| Rachael Parkin | 19 | 3.13 hr | 95% | 1 |
| (Not recorded) | 19 | 1.74 hr | 100% | 0 |
| Damian Armstrong | 15 | 6.99 hr | 73% | 4 |
| Chloe Dempsey | 14 | 3.97 hr | 79% | 3 |
| Julie Herbert | 11 | 2.38 hr | 100% | 0 |
| Phil Jenkins | 11 | 4.37 hr | 89% | 1 |
25 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 121.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309917 | Stacey Thomas | HP ProDesk 400 G7 | 2026-05-11 14:28 | 129.15 hr | +121.2 | AB | Endpoint alert investigation |
| 309733 | Kelly Gregory | Dell OptiPlex 7010 | 2026-01-01 12:09 | 113.99 hr | +106.0 | ML | Spoofed email reported |
| 309823 | Karen Taylor | Dell OptiPlex 7010 | 2026-03-03 16:18 | 53.48 hr | +45.5 | TAG | Backup capacity review |
| 309970 | Kelly Gregory | Apple MacBook Pro 14 | 2026-06-18 14:27 | 47.61 hr | +39.6 | KB | Replacement keyboard |
| 309737 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-01-06 09:48 | 37.97 hr | +30.0 | ML | Printer offline |
| 309918 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-11 13:12 | 34.75 hr | +26.8 | AB | Spoofed email reported |
| 309758 | Stacey Thomas | Samsung Galaxy A54 | 2026-01-16 17:37 | 34.11 hr | +26.1 | ML | Leaver process |
| 309966 | Damian Armstrong | Dell OptiPlex 3050 | 2026-06-16 10:59 | 34.02 hr | +26.0 | AB | Backup capacity review |
| 310031 | Phil Jenkins | Apple MacBook Air M2 | 2026-08-03 09:58 | 29.02 hr | +21.0 | TAG | Screen flickering |
| 309848 | Damian Armstrong | Apple iPhone 14 | 2026-03-20 16:45 | 27.33 hr | +19.3 | AB | Backup job failed |
| 309967 | Barry Ebbs | Dell OptiPlex 7010 | 2026-06-16 10:12 | 27.23 hr | +19.2 | TAG | Docking station not detected |
| 309941 | Stacey Thomas | HP ProBook 450 G6 | 2026-05-27 11:21 | 27.11 hr | +19.1 | AB | MFA reset |
| 309744 | Stacey Thomas | Samsung Galaxy A54 | 2026-01-08 12:05 | 26.15 hr | +18.1 | AB | Voicemail not delivering |
| 309880 | Karen Taylor | HP ProBook 450 G6 | 2026-04-13 13:35 | 25.82 hr | +17.8 | TAG | Phishing report triage |
| 309851 | Karen Taylor | Dell OptiPlex 7010 | 2026-03-23 08:44 | 20.35 hr | +12.3 | TAG | Leaver process |
| 309734 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-01-02 11:52 | 14.22 hr | +6.2 | TAG | New starter setup |
| 310041 | Damian Armstrong | HP ProBook 450 G6 | 2026-08-10 12:17 | 12.10 hr | +4.1 | BK | Spoofed email reported |
| 309840 | Daniel Blacker | HP ProBook 450 G6 | 2026-03-16 08:02 | 11.84 hr | +3.8 | ML | Outlook not syncing |
| 309779 | Daniel Blacker | Samsung Galaxy A54 | 2026-02-03 17:19 | 11.56 hr | +3.6 | TAG | Backup job failed |
| 310030 | Rachael Parkin | Apple MacBook Pro 14 | 2026-07-31 17:55 | 11.43 hr | +3.4 | AB | Wi-Fi dropouts in warehouse |
| 310061 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-08-24 11:04 | 11.33 hr | +3.3 | BK | Site offline |
| 309775 | Chloe Dempsey | Fortinet FortiGate 60F | 2026-01-30 13:37 | 11.20 hr | +3.2 | BK | Message quarantined |
| 309813 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-02-20 14:50 | 10.80 hr | +2.8 | SE | Database timeout |
| 309908 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-05-05 15:23 | 10.31 hr | +2.3 | TAG | Retention change |
| 309876 | Kelly Gregory | HP ProDesk 400 G7 | 2026-04-10 08:32 | 9.33 hr | +1.3 | AB | Site offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Backup / restore | 8 | 10 Mar 2026 – 29 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 7 | 05 Jan 2026 – 17 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 6 | 27 Jan 2026 – 11 May 2026 |
| Rachael Parkin | Monitoring / server / security | 6 | 19 Mar 2026 – 31 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 5 | 05 Jan 2026 – 10 Apr 2026 |
| Anne-Marie Cable | User administration | 5 | 08 Jan 2026 – 20 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 5 | 09 Jan 2026 – 10 Aug 2026 |
| Aiden Higgins | Monitoring / server / security | 5 | 14 Jan 2026 – 14 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Monitoring / server / security | 10 | 05 Jan 2026 – 24 Aug 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 7 | 01 Jan 2026 – 06 Aug 2026 |
| Lenovo ThinkPad T14 | User administration | 5 | 02 Jan 2026 – 05 Aug 2026 |
| Apple MacBook Pro 14 | Line of business app | 5 | 06 Jan 2026 – 05 Aug 2026 |
| HP ProDesk 400 G7 | Monitoring / server / security | 5 | 15 Jan 2026 – 17 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 4 | 05 Jan 2026 – 30 Jun 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 4 | 09 Jan 2026 – 22 Apr 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 12 Jan 2026 – 29 Apr 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
333 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| GRA599-101066 | 25 Aug 2026 | Incident | Report not generating Line of business app · SE · Head Office | P4 | Open | — | — | n/a |
| GRA599-101065 | 25 Aug 2026 | Service Request | Permission change User admin · SE · Site 2 | P3 | In Progress | — | — | n/a |
| GRA599-101064 | 25 Aug 2026 | Service Request | Report not generating Line of business app · KB · Branch | P1 | In Progress | — | — | n/a |
| GRA599-101063 | 24 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P1 | Open | — | — | n/a |
| GRA599-101062 | 24 Aug 2026 | Incident | Site offline Network · BK · Head Office | P1 | Closed | 11.33 hr | 7.2 hr | Missed |
| GRA599-101061 | 24 Aug 2026 | Project · excluded | Toner replacement Printing · TAG · Branch | P4 | Open | — | — | n/a |
| GRA599-101060 | 21 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Remote | P4 | Resolved | — | — | n/a |
| GRA599-101059 | 20 Aug 2026 | Service Request | New starter setup User admin · TAG · Head Office | P2 | Resolved | 0.55 hr | 3.1 hr | Met |
| GRA599-101058 | 20 Aug 2026 | Change | Spoofed email reported Email · ML · Branch | P2 | Closed | 0.56 hr | 2.0 days | Met |
| GRA599-101057 | 20 Aug 2026 | Planned Install · excluded | Report not generating Line of business app · ML · Head Office | P3 | Open | — | — | n/a |
| GRA599-101056 | 19 Aug 2026 | Incident | Handset registration Telephony · TAG · Head Office | P1 | Closed | 0.09 hr | 15.2 hr | Met |
| GRA599-101055 | 18 Aug 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Closed | 3.82 hr | 17.7 hr | Met |
| GRA599-101054 | 17 Aug 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | 1.12 hr | 6.7 hr | Met |
| GRA599-101053 | 17 Aug 2026 | Change | Site offline Network · KB · Head Office | P3 | Resolved | 0.81 hr | 19.9 hr | Met |
| GRA599-101052 | 16 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Site 2 | P3 | Closed | 1.04 hr | 1.9 days | Met |
| GRA599-101051 | 16 Aug 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P2 | Resolved | 0.68 hr | 2.6 hr | Met |
| GRA599-101050 | 16 Aug 2026 | Incident | Suspicious sign-in review Security · SE · Remote | P4 | Closed | 0.49 hr | 1.0 hr | Met |
| GRA599-101049 | 14 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Resolved | 1.25 hr | 1.9 days | Met |
| GRA599-101048 | 14 Aug 2026 | Change | SharePoint permission request Microsoft 365 · ML · Remote | P2 | Closed | 1.04 hr | 1.4 days | Met |
| GRA599-101047 | 14 Aug 2026 | Incident | Mailbox delegation Email · TAG · Branch | P3 | Closed | 0.09 hr | 1.7 days | Met |
| GRA599-101046 | 13 Aug 2026 | Incident | Message quarantined Email · SE · Head Office | P2 | Resolved | 1.06 hr | 1.9 hr | Met |
| GRA599-101045 | 12 Aug 2026 | Change | Toner replacement Printing · SE · Branch | P3 | Resolved | 0.23 hr | 1.9 days | Met |
| GRA599-101044 | 12 Aug 2026 | Service Request | Slow VPN Network · SE · Head Office | P3 | Closed | 1.44 hr | 1.2 days | Met |
| GRA599-101043 | 11 Aug 2026 | Service Request | Permission change User admin · KB · Branch | P4 | Closed | 1.10 hr | 2.5 days | Met |
| GRA599-101042 | 10 Aug 2026 | Change | Spoofed email reported Email · BK · Head Office | P3 | Closed | 12.10 hr | 2.1 hr | Missed |
| GRA599-101041 | 07 Aug 2026 | Planned Install · excluded | Leaver process User admin · KB · Head Office | P3 | Open | — | — | n/a |
| GRA599-101040 | 07 Aug 2026 | Incident | Slow VPN Network · TAG · Head Office | P1 | Closed | 0.11 hr | 18.0 hr | Met |
| GRA599-101039 | 06 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P2 | Closed | 0.98 hr | 2.3 days | Met |
| GRA599-101038 | 06 Aug 2026 | Change | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | 0.62 hr | 1.2 days | Met |
| GRA599-101037 | 05 Aug 2026 | Service Request · excluded | New extension setup Telephony · TAG · Remote | P2 | Resolved | — | — | n/a |
| GRA599-101036 | 05 Aug 2026 | Incident | Name change request User admin · ML · Site 2 | P2 | Resolved | 1.49 hr | 1.9 days | Met |
| GRA599-101035 | 05 Aug 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Resolved | 1.07 hr | 2.3 days | Met |
| GRA599-101034 | 04 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 0.63 hr | 1.0 days | Met |
| GRA599-101033 | 04 Aug 2026 | Service Request · excluded | Suspicious sign-in review Security · SE · Remote | P3 | Closed | — | — | n/a |
| GRA599-101032 | 03 Aug 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P1 | Resolved | 29.02 hr | 15.5 hr | Missed |
| GRA599-101031 | 31 Jul 2026 | Change | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Resolved | 11.43 hr | 1.7 days | Missed |
| GRA599-101030 | 30 Jul 2026 | Planned Install · excluded | Mailbox delegation Email · TAG · Branch | P3 | Closed | — | — | n/a |
| GRA599-101029 | 30 Jul 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P1 | Resolved | 0.10 hr | 6.0 hr | Met |
| GRA599-101028 | 30 Jul 2026 | Incident | Message quarantined Email · AB · Remote | P3 | Closed | 0.63 hr | 1.2 days | Met |
| GRA599-101027 | 30 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | 3.81 hr | 1.0 days | Met |
| GRA599-101026 | 29 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Branch | P3 | Resolved | 0.66 hr | 16.4 hr | Met |
| GRA599-101025 | 29 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P4 | Resolved | 1.07 hr | 1.2 days | Met |
| GRA599-101024 | 29 Jul 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Remote | P2 | Closed | — | — | n/a |
| GRA599-101023 | 28 Jul 2026 | Service Request | Switch port fault Network · TAG · Head Office | P4 | Resolved | 1.13 hr | 1.4 days | Met |
| GRA599-101022 | 27 Jul 2026 | Quote · excluded | Permission change User admin · AB · Branch | P3 | Open | — | — | n/a |
| GRA599-101021 | 24 Jul 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Closed | 0.27 hr | 2.4 days | Met |
| GRA599-101020 | 23 Jul 2026 | Incident | Backup job failed Backup · TAG · Head Office | P4 | Resolved | 1.05 hr | 2.5 days | Met |
| GRA599-101019 | 23 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · KB · Branch | P2 | Closed | — | — | n/a |
| GRA599-101018 | 23 Jul 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Closed | 1.32 hr | 2.4 days | Met |
| GRA599-101017 | 22 Jul 2026 | Incident | Retention change Backup · KB · Site 2 | P2 | Closed | 0.73 hr | 2.0 days | Met |
| GRA599-101016 | 21 Jul 2026 | Incident · excluded | New starter setup User admin · ML · Head Office | P4 | Resolved | — | — | n/a |
| GRA599-101015 | 21 Jul 2026 | Service Request | New starter setup User admin · BK · Remote | P3 | Closed | 0.25 hr | 1.9 days | Met |
| GRA599-101014 | 21 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Remote | P3 | Closed | 0.63 hr | 2.0 days | Met |
| GRA599-101013 | 20 Jul 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Closed | 3.97 hr | 1.0 days | Met |
| GRA599-101012 | 20 Jul 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P2 | Closed | 4.36 hr | 1.1 hr | Met |
| GRA599-101011 | 20 Jul 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P4 | Closed | 1.35 hr | 15.1 hr | Met |
| GRA599-101010 | 17 Jul 2026 | Service Request | Printer offline Printing · ML · Remote | P3 | Resolved | 6.15 hr | 2.0 days | Met |
| GRA599-101009 | 17 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | — | — | n/a |
| GRA599-101008 | 17 Jul 2026 | Incident | Retention change Backup · BK · Remote | P4 | Closed | 1.21 hr | 2.4 days | Met |
| GRA599-101007 | 16 Jul 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | 0.19 hr | 1.1 days | Met |
| GRA599-101006 | 16 Jul 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 4.85 hr | 1.2 days | Met |
| GRA599-101005 | 16 Jul 2026 | Quote · excluded | Handset registration Telephony · BK · Head Office | P3 | In Progress | — | — | n/a |
| GRA599-101004 | 15 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Branch | P4 | Closed | 3.22 hr | 1.9 days | Met |
| GRA599-101003 | 14 Jul 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P4 | Resolved | — | — | n/a |
| GRA599-101002 | 14 Jul 2026 | Service Request | Licence renewal Line of business app · BK · Remote | P3 | Closed | 1.01 hr | 1.3 days | Met |
| GRA599-101001 | 13 Jul 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 0.70 hr | 1.7 days | Met |
| GRA599-101000 | 13 Jul 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 4.90 hr | 1.0 days | Met |
| GRA599-100999 | 10 Jul 2026 | Service Request | Toner replacement Printing · KB · Head Office | P3 | Closed | 1.18 hr | 2.4 days | Met |
| GRA599-100998 | 10 Jul 2026 | Incident | New starter setup User admin · TAG · Head Office | P4 | Closed | 2.67 hr | 1.8 days | Met |
| GRA599-100997 | 10 Jul 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 2.27 hr | 1.2 days | Met |
| GRA599-100996 | 09 Jul 2026 | Service Request | Leaver process User admin · AB · Branch | P3 | Resolved | 4.76 hr | 1.5 days | Met |
| GRA599-100995 | 09 Jul 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P1 | Resolved | 0.48 hr | 6.7 hr | Met |
| GRA599-100994 | 08 Jul 2026 | Incident | Printer offline Printing · BK · Head Office | P2 | Closed | 1.30 hr | 1.7 days | Met |
| GRA599-100993 | 08 Jul 2026 | Service Request | Permission change User admin · BK · Site 2 | P3 | Closed | 0.19 hr | 4.1 hr | Met |
| GRA599-100992 | 08 Jul 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Closed | 0.43 hr | 1.7 days | Met |
| GRA599-100991 | 07 Jul 2026 | Service Request | Handset registration Telephony · ML · Branch | P4 | Resolved | 6.08 hr | 2.4 days | Met |
| GRA599-100990 | 07 Jul 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P3 | Closed | 0.57 hr | 1.2 days | Met |
| GRA599-100989 | 06 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P4 | Closed | 0.06 hr | 1.6 days | Met |
| GRA599-100988 | 03 Jul 2026 | Service Request · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| GRA599-100987 | 03 Jul 2026 | Change · excluded | Screen flickering Hardware · AB · Remote | P4 | Resolved | — | — | n/a |
| GRA599-100986 | 03 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.65 hr | 8.7 hr | Met |
| GRA599-100985 | 02 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 1.11 hr | 8.3 hr | Met |
| GRA599-100984 | 01 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · AB · Branch | P3 | Resolved | — | — | n/a |
| GRA599-100983 | 30 Jun 2026 | Incident | Switch port fault Network · ML · Remote | P3 | Resolved | 3.54 hr | 1.8 days | Met |
| GRA599-100982 | 30 Jun 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | — | — | n/a |
| GRA599-100981 | 29 Jun 2026 | Quote · excluded | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| GRA599-100980 | 29 Jun 2026 | Service Request | Retention change Backup · BK · Head Office | P3 | Closed | 0.72 hr | 2.0 days | Met |
| GRA599-100979 | 26 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 0.48 hr | 1.5 days | Met |
| GRA599-100978 | 25 Jun 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P2 | Closed | — | — | n/a |
| GRA599-100977 | 24 Jun 2026 | Incident | Replacement keyboard Hardware · BK · Site 2 | P2 | Closed | 3.03 hr | 1.6 days | Met |
| GRA599-100976 | 23 Jun 2026 | Project · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| GRA599-100975 | 23 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · KB · Head Office | P4 | Resolved | — | — | n/a |
| GRA599-100974 | 23 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Resolved | 1.10 hr | 3.3 hr | Met |
| GRA599-100973 | 19 Jun 2026 | Service Request · excluded | Docking station not detected Hardware · KB · Branch | P4 | Resolved | — | — | n/a |
| GRA599-100972 | 19 Jun 2026 | Change | Leaver process User admin · ML · Site 2 | P4 | Closed | 0.42 hr | 1.5 days | Met |
| GRA599-100971 | 18 Jun 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | 47.61 hr | 21.0 hr | Missed |
| GRA599-100970 | 17 Jun 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 0.57 hr | 1.5 days | Met |
| GRA599-100969 | 17 Jun 2026 | Service Request | Database timeout Line of business app · KB · Remote | P4 | Closed | 0.48 hr | 3.8 hr | Met |
| GRA599-100968 | 16 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Head Office | P4 | Closed | 27.23 hr | 1.3 days | Missed |
| GRA599-100967 | 16 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 34.02 hr | 11.0 hr | Missed |
| GRA599-100966 | 16 Jun 2026 | Incident | Report not generating Line of business app · KB · Remote | P3 | Closed | 0.88 hr | 8.4 hr | Met |
| GRA599-100965 | 15 Jun 2026 | Change | Restore request Backup · KB · Head Office | P3 | Closed | 1.17 hr | 14.7 hr | Met |
| GRA599-100964 | 14 Jun 2026 | Quote · excluded | New printer driver rollout Printing · SE · Head Office | P2 | Closed | — | — | n/a |
| GRA599-100963 | 12 Jun 2026 | Incident | Permission change User admin · TAG · Head Office | P4 | Closed | 3.66 hr | 2.4 days | Met |
| GRA599-100962 | 12 Jun 2026 | Quote · excluded | Switch port fault Network · AB · Site 2 | P4 | Closed | — | — | n/a |
| GRA599-100961 | 12 Jun 2026 | Service Request · excluded | Permission change User admin · TAG · Site 2 | P3 | Closed | — | — | n/a |
| GRA599-100960 | 11 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 3.52 hr | 2.1 days | Met |
| GRA599-100959 | 11 Jun 2026 | Incident | Spoofed email reported Email · KB · Remote | P2 | Closed | 0.99 hr | 1.2 days | Met |
| GRA599-100958 | 10 Jun 2026 | Quote · excluded | Scan to email failing Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| GRA599-100957 | 10 Jun 2026 | Quote · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| GRA599-100956 | 09 Jun 2026 | Quote · excluded | Permission change User admin · TAG · Branch | P3 | Closed | — | — | n/a |
| GRA599-100955 | 09 Jun 2026 | Project · excluded | MFA reset Security · KB · Head Office | P3 | Closed | — | — | n/a |
| GRA599-100954 | 09 Jun 2026 | Incident | Permission change User admin · TAG · Remote | P4 | Closed | 5.06 hr | 2.5 days | Met |
| GRA599-100953 | 08 Jun 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| GRA599-100952 | 08 Jun 2026 | Quote · excluded | Message quarantined Email · ML · Remote | P4 | Closed | — | — | n/a |
| GRA599-100951 | 05 Jun 2026 | Quote · excluded | Spoofed email reported Email · TAG · Head Office | P2 | Closed | — | — | n/a |
| GRA599-100950 | 04 Jun 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 1.06 hr | 22.8 hr | Met |
| GRA599-100949 | 03 Jun 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Closed | 1.27 hr | 2.0 days | Met |
| GRA599-100948 | 03 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Branch | P4 | Closed | — | — | n/a |
| GRA599-100947 | 02 Jun 2026 | Planned Install · excluded | Backup capacity review Backup · SE · Branch | P3 | Closed | — | — | n/a |
| GRA599-100946 | 01 Jun 2026 | Quote · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| GRA599-100945 | 29 May 2026 | Incident · excluded | Backup job failed Backup · TAG · Branch | P4 | Resolved | — | — | n/a |
| GRA599-100944 | 29 May 2026 | Incident · excluded | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | — | — | n/a |
| GRA599-100943 | 28 May 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 1.43 hr | 2.1 days | Met |
| GRA599-100942 | 27 May 2026 | Incident | MFA reset Security · AB · Site 2 | P4 | Closed | 27.11 hr | 20.2 hr | Missed |
| GRA599-100941 | 27 May 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.98 hr | 1.4 days | Met |
| GRA599-100940 | 27 May 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 0.83 hr | 4.0 hr | Met |
| GRA599-100939 | 26 May 2026 | Incident | Backup capacity review Backup · AB · Head Office | P2 | Closed | 0.63 hr | 1.2 days | Met |
| GRA599-100938 | 26 May 2026 | Project · excluded | Retention change Backup · AB · Branch | P3 | Closed | — | — | n/a |
| GRA599-100937 | 25 May 2026 | Change · excluded | Mailbox delegation Email · SE · Head Office | P2 | Closed | — | — | n/a |
| GRA599-100936 | 25 May 2026 | Quote · excluded | Slow VPN Network · SE · Head Office | P4 | Resolved | — | — | n/a |
| GRA599-100935 | 22 May 2026 | Quote · excluded | Spoofed email reported Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| GRA599-100934 | 21 May 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P2 | Closed | — | — | n/a |
| GRA599-100933 | 20 May 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P2 | Closed | 0.41 hr | 2.0 hr | Met |
| GRA599-100932 | 20 May 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P2 | Closed | 1.49 hr | 2.4 days | Met |
| GRA599-100931 | 20 May 2026 | Incident | Spoofed email reported Email · AB · Head Office | P2 | Closed | 1.08 hr | 2.2 days | Met |
| GRA599-100930 | 20 May 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 1.49 hr | 10.6 hr | Met |
| GRA599-100929 | 19 May 2026 | Incident | New printer driver rollout Printing · ML · Branch | P4 | Resolved | — | — | n/a |
| GRA599-100928 | 18 May 2026 | Project · excluded | Laptop will not boot Hardware · SE · Branch | P3 | Closed | — | — | n/a |
| GRA599-100927 | 15 May 2026 | Change · excluded | Database timeout Line of business app · ML · Remote | P2 | Closed | — | — | n/a |
| GRA599-100926 | 15 May 2026 | Project · excluded | Leaver process User admin · AB · Site 2 | P2 | Resolved | — | — | n/a |
| GRA599-100925 | 15 May 2026 | Service Request | New printer driver rollout Printing · BK · Remote | P3 | Closed | 2.16 hr | 1.1 days | Met |
| GRA599-100924 | 14 May 2026 | Incident · excluded | Permission change User admin · ML · Site 2 | P4 | Resolved | — | — | n/a |
| GRA599-100923 | 14 May 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P4 | Closed | 4.65 hr | 1.5 days | Met |
| GRA599-100922 | 13 May 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Resolved | 4.84 hr | 1.1 days | Met |
| GRA599-100921 | 13 May 2026 | Service Request | Switch port fault Network · TAG · Head Office | P2 | Closed | 0.53 hr | 2.3 days | Met |
| GRA599-100920 | 12 May 2026 | Project · excluded | Message quarantined Email · KB · Branch | P3 | Closed | — | — | n/a |
| GRA599-100919 | 11 May 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P2 | Resolved | 34.75 hr | 22.4 hr | Missed |
| GRA599-100918 | 11 May 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P1 | Closed | 129.15 hr | 14.8 hr | Missed |
| GRA599-100917 | 11 May 2026 | Project · excluded | Name change request User admin · 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.