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halcyon-architects.co.uk · Architecture · Account manager Rachel Byrne

Microsoft 365Authentication failed4 weeks agoSupport & assets (SQL)Healthy22 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 26 records in this selection sit outside that — quotes, projects and planned installs, plus 9 calls billed time and materials. They stay visible for volume context.

Service performance

42 eligible records in this year
Average first response
3.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
85.4%
6 call(s) over the 8-hour target
First-time fix
71.4%
Where the source records the field

Volume

Contract calls
42
68 calls logged in the period
Off contract
9
£3,565.5 chargeable
Open / closed
1 / 67
Across the selected period
Data-quality gaps
1
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

42
records
  • Backup7
  • Telephony7
  • Printing5
  • Microsoft 3655
  • Hardware4
  • Security4

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026423.77 hr85.4%626

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Chloe Dempsey61.05 hr100%0
Daniel Blacker67.82 hr67%2
Stacey Thomas54.62 hr80%1
(Not recorded)59.21 hr60%2
Barry Ebbs40.70 hr100%0
Karen Taylor30.21 hr100%0
Rachael Parkin35.44 hr67%1
Anne-Marie Cable30.91 hr100%0
Phil Jenkins23.36 hr100%0
Kelly Gregory20.57 hr100%0
Julie Herbert10.71 hr100%0
Aiden Higgins10.95 hr100%0

6 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 26.8 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
304816Daniel BlackerWatchGuard T85-W2026-06-01 14:0534.75 hr+26.8BKEndpoint alert investigation
304806(Not recorded)Lenovo ThinkCentre M70q2026-05-04 17:4925.91 hr+17.9ABDocking station not detected
304777Stacey ThomasDell Latitude 54402026-01-16 11:1819.77 hr+11.8TAGWi-Fi dropouts in warehouse
304796Rachael ParkinHP ProDesk 400 G72026-03-28 17:4712.19 hr+4.2KBScan to email failing
304787(Not recorded)Dell Latitude E74702026-02-09 14:5211.37 hr+3.4BKOneDrive sync conflict
304838Daniel BlackerBrother MFC-L86902026-08-18 09:209.64 hr+1.6KBOneDrive sync conflict

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Chloe DempseyBackup / restore302 Jan 2026 – 18 Jun 2026

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

68 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
HAL002-10019424 Aug 2026IncidentReport not generating
Line of business app · ML · Head Office
P3Resolved1.49 hr1.9 daysMet
HAL002-10019321 Aug 2026Project · excludedPhishing report triage
Security · ML · Head Office
P2Closed——n/a
HAL002-10019218 Aug 2026Service RequestOneDrive sync conflict
Microsoft 365 · KB · Head Office
P3Closed9.64 hr8.5 hrMissed
HAL002-10019111 Aug 2026Change · excludedEndpoint alert investigation
Security · AB · Head Office
P3Closed——n/a
HAL002-10019010 Aug 2026IncidentToner replacement
Printing · ML · Head Office
P3Closed0.24 hr1.1 daysMet
HAL002-10018904 Aug 2026Planned Install · excludedDatabase timeout
Line of business app · TAG · Remote
P3In Progress——n/a
HAL002-10018830 Jul 2026IncidentDocking station not detected
Hardware · TAG · Head Office
P2Closed0.22 hr2.3 daysMet
HAL002-10018729 Jul 2026Incident · excludedNew starter setup
User admin · AB · Head Office
P2Resolved——n/a
HAL002-10018623 Jul 2026Service RequestReport not generating
Line of business app · AB · Remote
P1Closed0.17 hr5.1 hrMet
HAL002-10018521 Jul 2026IncidentPhishing report triage
Security · ML · Head Office
P2Closed0.41 hr1.3 daysMet
HAL002-10018416 Jul 2026IncidentRestore request
Backup · BK · Head Office
P3Resolved1.07 hr7.8 hrMet
HAL002-10018314 Jul 2026IncidentBackup capacity review
Backup · SE · Branch
P3Closed0.11 hr1.8 daysMet
HAL002-10018213 Jul 2026IncidentOutlook not syncing
Microsoft 365 · KB · Head Office
P4Resolved0.76 hr13.9 hrMet
HAL002-10018108 Jul 2026ChangeReplacement keyboard
Hardware · BK · Remote
P3Resolved0.22 hr2.0 daysMet
HAL002-10018001 Jul 2026Service Request · excludedEndpoint alert investigation
Security · TAG · Head Office
P3Resolved——n/a
HAL002-10017930 Jun 2026Service RequestHandset registration
Telephony · BK · Remote
P3Resolved3.92 hr1.5 daysMet
HAL002-10017824 Jun 2026Change · excludedMailbox delegation
Email · ML · Head Office
P3Resolved——n/a
HAL002-10017723 Jun 2026Service RequestHandset registration
Telephony · AB · Branch
P3Closed4.87 hr12.9 hrMet
HAL002-10017621 Jun 2026Service RequestScan to email failing
Printing · AB · Head Office
P3Closed3.92 hr1.1 daysMet
HAL002-10017518 Jun 2026IncidentRestore request
Backup · BK · Head Office
P3Resolved1.16 hr2.1 daysMet
HAL002-10017411 Jun 2026Service RequestApplication crash on launch
Line of business app · ML · Branch
P4Resolved0.18 hr21.1 hrMet
HAL002-10017309 Jun 2026IncidentMailbox delegation
Email · BK · Head Office
P2Closed0.58 hr12.1 hrMet
HAL002-10017205 Jun 2026Planned Install · excludedCall quality issue
Telephony · SE · Branch
P1Closed——n/a
HAL002-10017103 Jun 2026IncidentOutlook not syncing
Microsoft 365 · ML · Head Office
P3Closed0.14 hr1.1 daysMet
HAL002-10017001 Jun 2026IncidentEndpoint alert investigation
Security · BK · Head Office
P2Closed34.75 hr2.1 daysMissed
HAL002-10016928 May 2026Incident · excludedSuspicious sign-in review
Security · KB · Site 2
P4Closed——n/a
HAL002-10016825 May 2026IncidentVoicemail not delivering
Telephony · ML · Head Office
P4Resolved3.76 hr2.2 daysMet
HAL002-10016719 May 2026IncidentLeaver process
User admin · AB · Site 2
P1Resolved0.07 hr1.1 hrMet
HAL002-10016618 May 2026Incident · excludedRetention change
Backup · TAG · Site 2
P4Closed——n/a
HAL002-10016515 May 2026Quote · excludedEndpoint alert investigation
Security · ML · Head Office
P3Closed——n/a
HAL002-10016413 May 2026Service RequestVoicemail not delivering
Telephony · ML · Head Office
P3Resolved0.86 hr1.6 daysMet
HAL002-10016312 May 2026Quote · excludedDistribution list change
Email · SE · Head Office
P4Closed——n/a
HAL002-10016211 May 2026Service RequestCall quality issue
Telephony · BK · Head Office
P3Closed——n/a
HAL002-10016105 May 2026Service RequestMessage quarantined
Email · TAG · Head Office
P3Resolved1.46 hr10.2 hrMet
HAL002-10016004 May 2026ChangeDocking station not detected
Hardware · AB · Head Office
P3Closed25.91 hr1.9 daysMissed
HAL002-10015901 May 2026IncidentHandset registration
Telephony · SE · Site 2
P3Resolved0.30 hr3.6 hrMet
HAL002-10015830 Apr 2026Project · excludedEndpoint alert investigation
Security · KB · Branch
P4Resolved——n/a
HAL002-10015724 Apr 2026Planned Install · excludedRestore request
Backup · ML · Head Office
P4Closed——n/a
HAL002-10015621 Apr 2026Service RequestPermission change
User admin · SE · Head Office
P3Resolved1.16 hr1.8 daysMet
HAL002-10015517 Apr 2026Quote · excludedHandset registration
Telephony · SE · Head Office
P3Closed——n/a
HAL002-10015415 Apr 2026Quote · excludedEndpoint alert investigation
Security · KB · Site 2
P3Resolved——n/a
HAL002-10015313 Apr 2026Incident · excludedLeaver process
User admin · SE · Head Office
P2Resolved——n/a
HAL002-10015208 Apr 2026Service Request · excludedNew starter setup
User admin · ML · Remote
P4Closed——n/a
HAL002-10015102 Apr 2026IncidentMFA reset
Security · KB · Head Office
P3Closed0.37 hr1.5 daysMet
HAL002-10015028 Mar 2026IncidentScan to email failing
Printing · KB · Head Office
P2Closed12.19 hr1.5 daysMissed
HAL002-10014918 Mar 2026IncidentRetention change
Backup · ML · Head Office
P3Closed1.24 hr2.1 daysMet
HAL002-10014816 Mar 2026Quote · excludedName change request
User admin · KB · Head Office
P3Resolved——n/a
HAL002-10014711 Mar 2026IncidentRestore request
Backup · KB · Head Office
P3Closed1.02 hr12.8 hrMet
HAL002-10014610 Mar 2026Planned Install · excludedTeams sign-in loop
Microsoft 365 · SE · Branch
P1Closed——n/a
HAL002-10014502 Mar 2026Quote · excludedApplication crash on launch
Line of business app · BK · Head Office
P1Closed——n/a
HAL002-10014427 Feb 2026Service RequestWi-Fi dropouts in warehouse
Network · TAG · Head Office
P3Closed0.46 hr13.6 hrMet
HAL002-10014317 Feb 2026Service RequestNew extension setup
Telephony · AB · Head Office
P4Resolved5.52 hr1.2 daysMet
HAL002-10014216 Feb 2026Service Request · excludedPermission change
User admin · ML · Site 2
P4Closed——n/a
HAL002-10014109 Feb 2026Service RequestOneDrive sync conflict
Microsoft 365 · BK · Remote
P2Closed11.37 hr2.3 daysMissed
HAL002-10014008 Feb 2026Planned Install · excludedMailbox delegation
Email · KB · Remote
P3Resolved——n/a
HAL002-10013906 Feb 2026Quote · excludedReport not generating
Line of business app · BK · Remote
P1Closed——n/a
HAL002-10013805 Feb 2026Planned Install · excludedPhishing report triage
Security · ML · Head Office
P4Closed——n/a
HAL002-10013704 Feb 2026Planned Install · excludedTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Closed——n/a
HAL002-10013603 Feb 2026Service RequestPhishing report triage
Security · TAG · Head Office
P3Closed0.24 hr1.2 daysMet
HAL002-10013529 Jan 2026IncidentOutlook not syncing
Microsoft 365 · AB · Site 2
P3Closed0.95 hr1.1 daysMet
HAL002-10013426 Jan 2026IncidentPrinter offline
Printing · SE · Head Office
P4Closed0.71 hr1.6 daysMet
HAL002-10013321 Jan 2026ChangeToner replacement
Printing · ML · Head Office
P4Resolved0.44 hr1.2 daysMet
HAL002-10013220 Jan 2026Service RequestBackup job failed
Backup · SE · Remote
P4Resolved0.37 hr13.6 hrMet
HAL002-10013116 Jan 2026Service RequestWi-Fi dropouts in warehouse
Network · TAG · Branch
P3Closed19.77 hr4.8 hrMissed
HAL002-10013012 Jan 2026IncidentDocking station not detected
Hardware · TAG · Head Office
P2Closed1.09 hr6.3 hrMet
HAL002-10012906 Jan 2026IncidentSpoofed email reported
Email · AB · Head Office
P3Resolved1.20 hr2.3 daysMet
HAL002-10012802 Jan 2026ChangeRestore request
Backup · BK · Remote
P3Closed0.11 hr11.5 hrMet
HAL002-10012701 Jan 2026Quote · excludedReplacement keyboard
Hardware · KB · Head Office
P4Closed——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.