SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 54 records in this selection sit outside that — quotes, projects and planned installs, plus 20 calls billed time and materials. They stay visible for volume context.
Service performance
118 eligible records in this yearAverage first response
6.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
84.1%
18 call(s) over the 8-hour target
First-time fix
66.7%
Where the source records the field
Volume
Contract calls
118
172 calls logged in the period
Off contract
20
£6,315 chargeable
Open / closed
4 / 168
Across the selected period
Data-quality gaps
5
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
118
records
- Network16
- Email15
- Security14
- Microsoft 36513
- Backup12
- Hardware12
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 118 | 6.62 hr | 84.1% | 18 | 54 |
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 | 24 | 5.78 hr | 77% | 5 |
| Aiden Higgins | 11 | 5.74 hr | 91% | 1 |
| Kelly Gregory | 11 | 12.44 hr | 82% | 2 |
| Barry Ebbs | 11 | 2.66 hr | 90% | 1 |
| Stacey Thomas | 11 | 20.93 hr | 73% | 3 |
| Anne-Marie Cable | 9 | 2.11 hr | 100% | 0 |
| (Not recorded) | 8 | 2.86 hr | 88% | 1 |
| Phil Jenkins | 8 | 1.77 hr | 100% | 0 |
| Chloe Dempsey | 8 | 9.51 hr | 50% | 4 |
| Julie Herbert | 6 | 2.45 hr | 100% | 0 |
| Daniel Blacker | 6 | 2.76 hr | 83% | 1 |
| Rachael Parkin | 4 | 1.07 hr | 100% | 0 |
18 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 146.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307964 | Stacey Thomas | HP EliteBook 840 G9 | 2026-08-05 14:11 | 153.97 hr | +146.0 | ML | Wi-Fi dropouts in warehouse |
| 307898 | Kelly Gregory | Apple iPhone 12 | 2026-05-11 08:32 | 112.71 hr | +104.7 | ML | Toner replacement |
| 307868 | Stacey Thomas | HP EliteBook 840 G9 | 2026-03-26 12:14 | 39.98 hr | +32.0 | AB | Spoofed email reported |
| 307816 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-01-11 13:57 | 37.11 hr | +29.1 | AB | Retention change |
| 307870 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-03-30 12:54 | 35.30 hr | +27.3 | AB | Toner replacement |
| 307872 | Karen Taylor | HP EliteBook 840 G9 | 2026-03-31 11:13 | 22.99 hr | +15.0 | KB | Screen flickering |
| 307860 | Karen Taylor | Dell Latitude 5440 | 2026-03-17 16:17 | 20.38 hr | +12.4 | KB | Outlook not syncing |
| 307901 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-05-14 13:15 | 13.43 hr | +5.4 | AB | Retention change |
| 307976 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-08-21 14:34 | 12.60 hr | +4.6 | KB | Phishing report triage |
| 307911 | Chloe Dempsey | HP ProBook 450 G6 | 2026-06-01 15:24 | 11.59 hr | +3.6 | BK | Phishing report triage |
| 307823 | (Not recorded) | Ubiquiti USW-Pro-24 | 2026-01-20 13:23 | 11.42 hr | +3.4 | TAG | Site offline |
| 307904 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-05-21 11:37 | 10.68 hr | +2.7 | SE | Voicemail not delivering |
| 307932 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-06-23 13:52 | 10.14 hr | +2.1 | TAG | Leaver process |
| 307934 | Daniel Blacker | HP ProBook 450 G6 | 2026-06-25 08:43 | 9.86 hr | +1.9 | KB | Replacement keyboard |
| 307822 | Karen Taylor | Apple MacBook Pro 14 | 2026-01-19 08:08 | 9.59 hr | +1.6 | ML | Handset registration |
| 307855 | Chloe Dempsey | Dell PowerEdge R750 | 2026-03-06 15:48 | 9.11 hr | +1.1 | AB | OneDrive sync conflict |
| 307941 | Barry Ebbs | Dell Latitude E7470 | 2026-07-06 11:31 | 8.93 hr | +0.9 | SE | Endpoint alert investigation |
| 307887 | Chloe Dempsey | Dell Latitude 7420 | 2026-04-30 15:47 | 8.47 hr | +0.5 | SE | MFA reset |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 8 | 05 Jan 2026 – 31 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 16 Jan 2026 – 21 Aug 2026 |
| Anne-Marie Cable | Line of business app | 4 | 18 Feb 2026 – 20 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 31 Mar 2026 – 25 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 4 | 05 May 2026 – 17 Jul 2026 |
| Aiden Higgins | Monitoring / server / security | 3 | 02 Jan 2026 – 06 May 2026 |
| Phil Jenkins | Email / Microsoft 365 | 3 | 04 Feb 2026 – 15 Jun 2026 |
| Barry Ebbs | Monitoring / server / security | 3 | 03 Mar 2026 – 06 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 3050 | Monitoring / server / security | 5 | 02 Jan 2026 – 29 Jul 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 4 | 26 Jan 2026 – 15 Jun 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 4 | 17 Feb 2026 – 21 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 4 | 03 Mar 2026 – 01 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 31 Mar 2026 – 26 May 2026 |
| HP ProDesk 400 G7 | Backup / restore | 4 | 10 Apr 2026 – 24 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 3 | 22 Jan 2026 – 30 Apr 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 13 Feb 2026 – 01 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
172 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| HAR015-100537 | 25 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Remote | P1 | Resolved | 0.26 hr | 7.8 hr | Met |
| HAR015-100536 | 24 Aug 2026 | Incident | Restore request Backup · BK · Head Office | P2 | Resolved | 1.05 hr | 1.2 days | Met |
| HAR015-100535 | 24 Aug 2026 | Service Request | Permission change User admin · AB · Remote | P1 | Closed | 0.12 hr | 1.7 hr | Met |
| HAR015-100534 | 21 Aug 2026 | Incident | Phishing report triage Security · KB · Remote | P3 | Closed | 12.60 hr | 1.9 days | Missed |
| HAR015-100533 | 20 Aug 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Open | — | — | n/a |
| HAR015-100532 | 20 Aug 2026 | Service Request | Application crash on launch Line of business app · ML · Branch | P3 | Closed | 4.83 hr | 1.7 days | Met |
| HAR015-100531 | 14 Aug 2026 | Incident | Backup job failed Backup · TAG · Branch | P2 | Resolved | 0.79 hr | 23.3 hr | Met |
| HAR015-100530 | 14 Aug 2026 | Service Request · excluded | Scan to email failing Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100529 | 13 Aug 2026 | Change | New extension setup Telephony · ML · Head Office | P3 | Closed | 2.18 hr | 16.1 hr | Met |
| HAR015-100528 | 12 Aug 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| HAR015-100527 | 11 Aug 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Closed | 0.84 hr | 1.9 days | Met |
| HAR015-100526 | 10 Aug 2026 | Planned Install · excluded | Handset registration Telephony · BK · Remote | P4 | Open | — | — | n/a |
| HAR015-100525 | 07 Aug 2026 | Incident | Restore request Backup · ML · Remote | P4 | Resolved | 0.41 hr | 21.9 hr | Met |
| HAR015-100524 | 07 Aug 2026 | Service Request | Voicemail not delivering Telephony · TAG · Remote | P3 | Resolved | 1.03 hr | 1.3 days | Met |
| HAR015-100523 | 06 Aug 2026 | Incident | Retention change Backup · ML · Head Office | P3 | Closed | 0.54 hr | 1.6 days | Met |
| HAR015-100522 | 05 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Branch | P3 | Resolved | 153.97 hr | 1.0 days | Missed |
| HAR015-100521 | 04 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Closed | — | — | n/a |
| HAR015-100520 | 02 Aug 2026 | Incident | MFA reset Security · SE · Branch | P3 | Resolved | 1.31 hr | 1.2 days | Met |
| HAR015-100519 | 01 Aug 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Resolved | 3.71 hr | 1.9 days | Met |
| HAR015-100518 | 01 Aug 2026 | Service Request | Backup capacity review Backup · AB · Remote | P4 | Resolved | 0.23 hr | 2.2 days | Met |
| HAR015-100517 | 31 Jul 2026 | Incident | Spoofed email reported Email · SE · Head Office | P3 | Resolved | 1.31 hr | 14.6 hr | Met |
| HAR015-100516 | 30 Jul 2026 | Service Request | Retention change Backup · BK · Head Office | P4 | Closed | 6.31 hr | 1.4 days | Met |
| HAR015-100515 | 29 Jul 2026 | Change | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Resolved | 3.97 hr | 1.8 days | Met |
| HAR015-100514 | 28 Jul 2026 | Service Request | Laptop will not boot Hardware · TAG · Remote | P3 | Closed | — | — | n/a |
| HAR015-100513 | 28 Jul 2026 | Incident | Database timeout Line of business app · KB · Remote | P3 | Resolved | 1.22 hr | 1.2 days | Met |
| HAR015-100512 | 27 Jul 2026 | Incident | Distribution list change Email · TAG · Head Office | P4 | Closed | 0.06 hr | 1.1 days | Met |
| HAR015-100511 | 27 Jul 2026 | Change | Site offline Network · BK · Head Office | P4 | Resolved | 1.26 hr | 2.4 days | Met |
| HAR015-100510 | 23 Jul 2026 | Quote · excluded | Retention change Backup · AB · Site 2 | P3 | In Progress | — | — | n/a |
| HAR015-100509 | 22 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P2 | Closed | 1.30 hr | 3.0 hr | Met |
| HAR015-100508 | 20 Jul 2026 | Service Request | Printer offline Printing · ML · Head Office | P2 | Resolved | — | — | n/a |
| HAR015-100507 | 17 Jul 2026 | Change | New extension setup Telephony · ML · Site 2 | P3 | Closed | 0.26 hr | 1.9 days | Met |
| HAR015-100506 | 17 Jul 2026 | Service Request | Site offline Network · ML · Head Office | P3 | Resolved | 1.46 hr | 22.5 hr | Met |
| HAR015-100505 | 16 Jul 2026 | Change | Permission change User admin · ML · Head Office | P4 | Closed | 5.56 hr | 1.9 days | Met |
| HAR015-100504 | 15 Jul 2026 | Quote · excluded | Database timeout Line of business app · BK · Branch | P3 | In Progress | — | — | n/a |
| HAR015-100503 | 14 Jul 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | 2.97 hr | 1.9 days | Met |
| HAR015-100502 | 13 Jul 2026 | Service Request | MFA reset Security · ML · Branch | P3 | Resolved | 1.27 hr | 3.0 hr | Met |
| HAR015-100501 | 09 Jul 2026 | Quote · excluded | Backup capacity review Backup · KB · Remote | P3 | Resolved | — | — | n/a |
| HAR015-100500 | 07 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 1.02 hr | 1.6 days | Met |
| HAR015-100499 | 06 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P2 | Closed | 8.93 hr | 1.4 days | Missed |
| HAR015-100498 | 05 Jul 2026 | Incident | Slow VPN Network · ML · Head Office | P1 | Closed | 0.58 hr | 11.2 hr | Met |
| HAR015-100497 | 05 Jul 2026 | Service Request | New starter setup User admin · ML · Head Office | P3 | Closed | 4.99 hr | 1.3 days | Met |
| HAR015-100496 | 01 Jul 2026 | Incident | Switch port fault Network · TAG · Head Office | P1 | Closed | 2.23 hr | 1.3 hr | Met |
| HAR015-100495 | 01 Jul 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.17 hr | 1.8 days | Met |
| HAR015-100494 | 30 Jun 2026 | Incident | Toner replacement Printing · SE · Head Office | P4 | Resolved | 4.39 hr | 2.4 days | Met |
| HAR015-100493 | 26 Jun 2026 | Incident | MFA reset Security · TAG · Branch | P4 | Closed | 0.97 hr | 1.5 days | Met |
| HAR015-100492 | 25 Jun 2026 | Change | Replacement keyboard Hardware · KB · Site 2 | P3 | Resolved | 9.86 hr | 1.4 days | Missed |
| HAR015-100491 | 24 Jun 2026 | Incident · excluded | Database timeout Line of business app · TAG · Remote | P3 | Closed | — | — | n/a |
| HAR015-100490 | 23 Jun 2026 | Change | Leaver process User admin · TAG · Head Office | P3 | Closed | 10.14 hr | 2.4 days | Missed |
| HAR015-100489 | 22 Jun 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Resolved | 4.52 hr | 1.5 days | Met |
| HAR015-100488 | 22 Jun 2026 | Project · excluded | Database timeout Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| HAR015-100487 | 19 Jun 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Resolved | — | — | n/a |
| HAR015-100486 | 19 Jun 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | 1.17 hr | 5.4 hr | Met |
| HAR015-100485 | 18 Jun 2026 | Project · excluded | Backup capacity review Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100484 | 17 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Branch | P4 | Closed | — | — | n/a |
| HAR015-100483 | 16 Jun 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100482 | 16 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Branch | P4 | Closed | 1.30 hr | 1.1 days | Met |
| HAR015-100481 | 15 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | 1.45 hr | 10.9 hr | Met |
| HAR015-100480 | 12 Jun 2026 | Quote · excluded | Toner replacement Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| HAR015-100479 | 11 Jun 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · AB · Site 2 | P1 | Closed | — | — | n/a |
| HAR015-100478 | 10 Jun 2026 | Incident | Database timeout Line of business app · ML · Head Office | P4 | Closed | 3.26 hr | 2.3 days | Met |
| HAR015-100477 | 09 Jun 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 1.18 hr | 1.2 days | Met |
| HAR015-100476 | 08 Jun 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P4 | Closed | 5.02 hr | 6.4 hr | Met |
| HAR015-100475 | 05 Jun 2026 | Incident | Mailbox delegation Email · KB · Head Office | P2 | Resolved | 0.47 hr | 2.2 days | Met |
| HAR015-100474 | 05 Jun 2026 | Incident | New starter setup User admin · ML · Remote | P4 | Closed | 0.72 hr | 1.8 days | Met |
| HAR015-100473 | 04 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Branch | P3 | Closed | 1.40 hr | 8.6 hr | Met |
| HAR015-100472 | 03 Jun 2026 | Incident | Name change request User admin · KB · Remote | P4 | Closed | 4.36 hr | 12.0 hr | Met |
| HAR015-100471 | 02 Jun 2026 | Project · excluded | Backup job failed Backup · AB · Head Office | P1 | Closed | — | — | n/a |
| HAR015-100470 | 02 Jun 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 3.43 hr | 2.3 days | Met |
| HAR015-100469 | 01 Jun 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Closed | 11.59 hr | 14.7 hr | Missed |
| HAR015-100468 | 29 May 2026 | Quote · excluded | Message quarantined Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100467 | 28 May 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 0.48 hr | 1.2 days | Met |
| HAR015-100466 | 26 May 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Closed | 0.15 hr | 2.2 hr | Met |
| HAR015-100465 | 25 May 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Site 2 | P3 | Resolved | — | — | n/a |
| HAR015-100464 | 24 May 2026 | Service Request | Site offline Network · SE · Head Office | P4 | Closed | 5.15 hr | 11.0 hr | Met |
| HAR015-100463 | 22 May 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P3 | Resolved | 0.84 hr | 15.0 hr | Met |
| HAR015-100462 | 21 May 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P3 | Resolved | 10.68 hr | 1.5 days | Missed |
| HAR015-100461 | 18 May 2026 | Project · excluded | Endpoint alert investigation Security · ML · Branch | P2 | Closed | — | — | n/a |
| HAR015-100460 | 15 May 2026 | Planned Install · excluded | New printer driver rollout Printing · AB · Branch | P4 | Closed | — | — | n/a |
| HAR015-100459 | 14 May 2026 | Change | Retention change Backup · AB · Head Office | P3 | Closed | 13.43 hr | 1.6 days | Missed |
| HAR015-100458 | 13 May 2026 | Incident | Report not generating Line of business app · ML · Site 2 | P4 | Closed | 3.94 hr | 1.5 days | Met |
| HAR015-100457 | 11 May 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Resolved | 0.29 hr | 1.1 hr | Met |
| HAR015-100456 | 11 May 2026 | Incident | Toner replacement Printing · ML · Head Office | P2 | Closed | 112.71 hr | 1.1 days | Missed |
| HAR015-100455 | 07 May 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Closed | 0.78 hr | 1.3 days | Met |
| HAR015-100454 | 06 May 2026 | Incident | Phishing report triage Security · AB · Head Office | P2 | Closed | 0.14 hr | 8.5 hr | Met |
| HAR015-100453 | 06 May 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P4 | Resolved | 0.27 hr | 1.1 days | Met |
| HAR015-100452 | 05 May 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 5.51 hr | 1.2 days | Met |
| HAR015-100451 | 04 May 2026 | Quote · excluded | Suspicious sign-in review Security · SE · Head Office | P1 | Closed | — | — | n/a |
| HAR015-100450 | 03 May 2026 | Incident | Replacement keyboard Hardware · BK · Branch | P4 | Closed | 0.80 hr | 1.9 days | Met |
| HAR015-100449 | 02 May 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 1.45 hr | 2.5 days | Met |
| HAR015-100448 | 02 May 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 0.45 hr | 21.0 hr | Met |
| HAR015-100447 | 01 May 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100446 | 30 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P2 | Resolved | 4.35 hr | 1.5 days | Met |
| HAR015-100445 | 30 Apr 2026 | Service Request | MFA reset Security · SE · Head Office | P4 | Resolved | 8.47 hr | 21.9 hr | Missed |
| HAR015-100444 | 29 Apr 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · AB · Remote | P4 | Closed | — | — | n/a |
| HAR015-100443 | 29 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 0.78 hr | 20.8 hr | Met |
| HAR015-100442 | 23 Apr 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P2 | Resolved | — | — | n/a |
| HAR015-100441 | 21 Apr 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 1.28 hr | 1.5 days | Met |
| HAR015-100440 | 17 Apr 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100439 | 16 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P2 | Resolved | — | — | n/a |
| HAR015-100438 | 14 Apr 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P1 | Closed | 0.70 hr | 13.6 hr | Met |
| HAR015-100437 | 10 Apr 2026 | Change | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 0.32 hr | 21.3 hr | Met |
| HAR015-100436 | 09 Apr 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 3.87 hr | 1.4 days | Met |
| HAR015-100435 | 08 Apr 2026 | Service Request · excluded | Screen flickering Hardware · TAG · Head Office | P4 | Closed | — | — | n/a |
| HAR015-100434 | 06 Apr 2026 | Service Request | Docking station not detected Hardware · BK · Branch | P3 | Resolved | 0.57 hr | 2.1 days | Met |
| HAR015-100433 | 06 Apr 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Closed | 5.92 hr | 4.9 hr | Met |
| HAR015-100432 | 05 Apr 2026 | Planned Install · excluded | Backup capacity review Backup · AB · Remote | P2 | Resolved | — | — | n/a |
| HAR015-100431 | 02 Apr 2026 | Incident · excluded | MFA reset Security · ML · Remote | P3 | Resolved | — | — | n/a |
| HAR015-100430 | 31 Mar 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Closed | 22.99 hr | 8.3 hr | Missed |
| HAR015-100429 | 31 Mar 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Resolved | 0.07 hr | 10.2 hr | Met |
| HAR015-100428 | 30 Mar 2026 | Change | Toner replacement Printing · AB · Head Office | P3 | Resolved | 35.30 hr | 1.3 days | Missed |
| HAR015-100427 | 27 Mar 2026 | Service Request | Scan to email failing Printing · TAG · Site 2 | P3 | Closed | 0.52 hr | 13.1 hr | Met |
| HAR015-100426 | 26 Mar 2026 | Service Request | Spoofed email reported Email · AB · Remote | P1 | Resolved | 39.98 hr | 17.9 hr | Missed |
| HAR015-100425 | 25 Mar 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P1 | Resolved | 1.48 hr | 8.9 hr | Met |
| HAR015-100424 | 24 Mar 2026 | Quote · excluded | Site offline Network · ML · Site 2 | P2 | Closed | — | — | n/a |
| HAR015-100423 | 23 Mar 2026 | Change | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 0.34 hr | 2.3 days | Met |
| HAR015-100422 | 20 Mar 2026 | Incident | Handset registration Telephony · AB · Site 2 | P3 | Resolved | 0.84 hr | 2.2 days | Met |
| HAR015-100421 | 19 Mar 2026 | Incident · excluded | Slow VPN Network · SE · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100420 | 19 Mar 2026 | Quote · excluded | New printer driver rollout Printing · KB · Site 2 | P3 | Resolved | — | — | n/a |
| HAR015-100419 | 18 Mar 2026 | Quote · excluded | Switch port fault Network · KB · Head Office | P1 | Resolved | — | — | n/a |
| HAR015-100418 | 17 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Branch | P3 | Resolved | 20.38 hr | 2.0 days | Missed |
| HAR015-100417 | 16 Mar 2026 | Incident | Suspicious sign-in review Security · SE · Site 2 | P4 | Resolved | 5.72 hr | 1.5 days | Met |
| HAR015-100416 | 13 Mar 2026 | Change | Leaver process User admin · TAG · Head Office | P1 | Closed | 7.91 hr | 6.1 hr | Met |
| HAR015-100415 | 11 Mar 2026 | Incident | New extension setup Telephony · AB · Remote | P4 | Resolved | 0.49 hr | 1.3 days | Met |
| HAR015-100414 | 09 Mar 2026 | Change · excluded | Leaver process User admin · KB · Head Office | P2 | Closed | — | — | n/a |
| HAR015-100413 | 06 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Closed | 9.11 hr | 1.5 days | Missed |
| HAR015-100412 | 05 Mar 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Closed | 5.73 hr | 1.5 days | Met |
| HAR015-100411 | 04 Mar 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Branch | P4 | Closed | — | — | n/a |
| HAR015-100410 | 03 Mar 2026 | Incident | Site offline Network · ML · Head Office | P3 | Closed | 2.42 hr | 1.2 days | Met |
| HAR015-100409 | 03 Mar 2026 | Service Request · excluded | Printer offline Printing · TAG · Remote | P3 | Resolved | — | — | n/a |
| HAR015-100408 | 02 Mar 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | — | — | n/a |
| HAR015-100407 | 27 Feb 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 4.17 hr | 1.1 days | Met |
| HAR015-100406 | 24 Feb 2026 | Change · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100405 | 23 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 3.51 hr | 12.7 hr | Met |
| HAR015-100404 | 20 Feb 2026 | Incident · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| HAR015-100403 | 19 Feb 2026 | Quote · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| HAR015-100402 | 18 Feb 2026 | Service Request · excluded | MFA reset Security · KB · Head Office | P2 | Closed | — | — | n/a |
| HAR015-100401 | 18 Feb 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P2 | Closed | 5.96 hr | 5.1 hr | Met |
| HAR015-100400 | 17 Feb 2026 | Incident | Endpoint alert investigation Security · BK · Branch | P3 | Closed | 3.99 hr | 21.6 hr | Met |
| HAR015-100399 | 16 Feb 2026 | Incident | Distribution list change Email · AB · Site 2 | P3 | Closed | 3.65 hr | 1.8 days | Met |
| HAR015-100398 | 13 Feb 2026 | Incident | Site offline Network · BK · Branch | P4 | Resolved | 1.31 hr | 1.5 days | Met |
| HAR015-100397 | 13 Feb 2026 | Project · excluded | Message quarantined Email · BK · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100396 | 12 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Closed | 4.90 hr | 17.1 hr | Met |
| HAR015-100395 | 11 Feb 2026 | Change | New printer driver rollout Printing · KB · Head Office | P4 | Closed | 7.53 hr | 9.4 hr | Met |
| HAR015-100394 | 10 Feb 2026 | Service Request · excluded | Site offline Network · KB · Head Office | P3 | Closed | — | — | n/a |
| HAR015-100393 | 05 Feb 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P4 | Closed | 1.92 hr | 14.4 hr | Met |
| HAR015-100392 | 04 Feb 2026 | Change | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | 0.30 hr | 1.5 days | Met |
| HAR015-100391 | 03 Feb 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Closed | 0.36 hr | 1.0 days | Met |
| HAR015-100390 | 30 Jan 2026 | Planned Install · excluded | Distribution list change Email · ML · Head Office | P4 | Closed | — | — | n/a |
| HAR015-100389 | 29 Jan 2026 | Incident | Backup job failed Backup · ML · Remote | P3 | Closed | 0.81 hr | 2.2 days | Met |
| HAR015-100388 | 28 Jan 2026 | Planned Install · excluded | Message quarantined Email · TAG · Head Office | P2 | Closed | — | — | 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.