SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 76 records in this selection sit outside that — quotes, projects and planned installs, plus 38 calls billed time and materials. They stay visible for volume context.
Service performance
171 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.8%
20 call(s) over the 8-hour target
First-time fix
64.7%
Where the source records the field
Volume
Contract calls
171
247 calls logged in the period
Off contract
38
£10,204.5 chargeable
Open / closed
9 / 238
Across the selected period
Data-quality gaps
7
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
171
records
- User admin22
- Hardware20
- Microsoft 36520
- Email19
- Line of business app19
- Printing17
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 171 | 4.12 hr | 87.8% | 20 | 76 |
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 | 25 | 4.53 hr | 83% | 4 |
| Anne-Marie Cable | 17 | 6.01 hr | 81% | 3 |
| Julie Herbert | 17 | 8.65 hr | 76% | 4 |
| Daniel Blacker | 15 | 2.25 hr | 100% | 0 |
| (Not recorded) | 13 | 3.92 hr | 77% | 3 |
| Chloe Dempsey | 13 | 1.88 hr | 92% | 1 |
| Aiden Higgins | 13 | 5.60 hr | 75% | 3 |
| Barry Ebbs | 12 | 1.72 hr | 100% | 0 |
| Kelly Gregory | 12 | 2.41 hr | 100% | 0 |
| Stacey Thomas | 11 | 1.41 hr | 100% | 0 |
| Rachael Parkin | 10 | 3.38 hr | 90% | 1 |
| Phil Jenkins | 7 | 9.08 hr | 80% | 1 |
20 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 61.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306799 | Julie Herbert | HPE Aruba 2530 | 2026-02-10 17:30 | 69.56 hr | +61.6 | TAG | Suspicious sign-in review |
| 306959 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-07-17 12:28 | 46.16 hr | +38.2 | TAG | Retention change |
| 306767 | Phil Jenkins | Draytek Vigor 2927 | 2026-01-16 14:50 | 42.60 hr | +34.6 | AB | New extension setup |
| 306987 | Aiden Higgins | Dell Wyse 5070 | 2026-08-12 14:55 | 42.26 hr | +34.3 | SE | Distribution list change |
| 306888 | Karen Taylor | Samsung Galaxy S23 | 2026-04-30 13:47 | 21.60 hr | +13.6 | SE | Mailbox delegation |
| 306868 | Julie Herbert | Dell Latitude 7420 | 2026-04-13 11:59 | 19.30 hr | +11.3 | KB | OneDrive sync conflict |
| 306815 | Karen Taylor | HP ProDesk 400 G7 | 2026-02-25 12:39 | 14.79 hr | +6.8 | ML | Database timeout |
| 306811 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-02-20 10:08 | 12.95 hr | +5.0 | TAG | Scan to email failing |
| 306790 | Julie Herbert | Apple MacBook Pro 14 | 2026-02-04 12:10 | 11.95 hr | +4.0 | SE | Licence renewal |
| 306763 | (Not recorded) | Apple iPhone 12 | 2026-01-14 13:39 | 11.28 hr | +3.3 | AB | New starter setup |
| 306940 | Julie Herbert | Dell OptiPlex 7010 | 2026-06-30 12:27 | 10.92 hr | +2.9 | SE | Restore request |
| 306854 | Rachael Parkin | Dell Latitude E7470 | 2026-04-02 11:07 | 10.91 hr | +2.9 | AB | Distribution list change |
| 306896 | Karen Taylor | Apple iPhone 14 | 2026-05-08 17:08 | 10.49 hr | +2.5 | TAG | New printer driver rollout |
| 306784 | (Not recorded) | HP ProBook 450 G6 | 2026-01-30 10:36 | 10.14 hr | +2.1 | AB | New printer driver rollout |
| 306992 | Aiden Higgins | Ruckus R550 | 2026-08-19 10:06 | 10.00 hr | +2.0 | SE | Backup job failed |
| 306939 | Karen Taylor | Apple MacBook Pro 14 | 2026-06-29 17:46 | 9.60 hr | +1.6 | ML | Slow VPN |
| 306819 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-02-27 10:40 | 8.98 hr | +1.0 | SE | Name change request |
| 306818 | Aiden Higgins | Ruckus R550 | 2026-02-27 13:01 | 8.95 hr | +0.9 | ML | Backup capacity review |
| 306901 | (Not recorded) | HP EliteBook 840 G9 | 2026-05-15 16:08 | 8.89 hr | +0.9 | KB | OneDrive sync conflict |
| 306924 | Chloe Dempsey | Dell Latitude E7470 | 2026-06-10 11:12 | 8.09 hr | +0.1 | AB | Scan to email failing |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 6 | 03 Feb 2026 – 06 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 5 | 20 Jan 2026 – 29 Jun 2026 |
| Julie Herbert | Email / Microsoft 365 | 5 | 23 Mar 2026 – 23 Jun 2026 |
| Aiden Higgins | Monitoring / server / security | 4 | 13 Jan 2026 – 17 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 4 | 23 Jan 2026 – 17 Jun 2026 |
| Barry Ebbs | Email / Microsoft 365 | 4 | 27 Jan 2026 – 10 Jul 2026 |
| Daniel Blacker | Monitoring / server / security | 4 | 30 Jan 2026 – 31 Jul 2026 |
| Karen Taylor | User administration | 4 | 19 Feb 2026 – 06 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 6 | 05 Feb 2026 – 06 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 5 | 21 Jan 2026 – 25 Jun 2026 |
| Apple MacBook Air M2 | Line of business app | 5 | 05 Mar 2026 – 11 Jun 2026 |
| HP ProDesk 400 G7 | Monitoring / server / security | 4 | 13 Jan 2026 – 16 Apr 2026 |
| Apple MacBook Pro 14 | User administration | 4 | 22 Jan 2026 – 07 Jul 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 4 | 23 Feb 2026 – 17 Aug 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 4 | 20 Apr 2026 – 12 May 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 3 | 06 Jan 2026 – 24 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
247 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| HAR017-100797 | 25 Aug 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Resolved | — | — | n/a |
| HAR017-100796 | 24 Aug 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 7.10 hr | 2.1 days | Met |
| HAR017-100795 | 24 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P4 | Resolved | 0.97 hr | 1.9 days | Met |
| HAR017-100794 | 24 Aug 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · TAG · Site 2 | P3 | Closed | — | — | n/a |
| HAR017-100793 | 21 Aug 2026 | Quote · excluded | Docking station not detected Hardware · KB · Site 2 | P3 | Open | — | — | n/a |
| HAR017-100792 | 20 Aug 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Open | — | — | n/a |
| HAR017-100791 | 19 Aug 2026 | Incident · excluded | Permission change User admin · SE · Head Office | P3 | Resolved | — | — | n/a |
| HAR017-100790 | 19 Aug 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Closed | 10.00 hr | 2.5 days | Missed |
| HAR017-100789 | 17 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Closed | 0.11 hr | 2.0 days | Met |
| HAR017-100788 | 14 Aug 2026 | Incident · excluded | Call quality issue Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| HAR017-100787 | 14 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Open | — | — | n/a |
| HAR017-100786 | 13 Aug 2026 | Quote · excluded | Handset registration Telephony · TAG · Head Office | P4 | In Progress | — | — | n/a |
| HAR017-100785 | 12 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P4 | Resolved | 42.26 hr | 2.5 days | Missed |
| HAR017-100784 | 12 Aug 2026 | Quote · excluded | Mailbox delegation Email · ML · Head Office | P4 | Open | — | — | n/a |
| HAR017-100783 | 11 Aug 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Closed | 0.27 hr | 18.5 hr | Met |
| HAR017-100782 | 11 Aug 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.98 hr | 23.0 hr | Met |
| HAR017-100781 | 10 Aug 2026 | Incident · excluded | Printer offline Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| HAR017-100780 | 07 Aug 2026 | Incident · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| HAR017-100779 | 07 Aug 2026 | Incident · excluded | New printer driver rollout Printing · KB · Branch | P3 | Resolved | — | — | n/a |
| HAR017-100778 | 06 Aug 2026 | Service Request | Restore request Backup · BK · Head Office | P3 | Closed | 5.49 hr | 1.8 days | Met |
| HAR017-100777 | 06 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Head Office | P2 | Resolved | 5.46 hr | 2.4 days | Met |
| HAR017-100776 | 05 Aug 2026 | Service Request · excluded | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| HAR017-100775 | 05 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Resolved | 1.03 hr | 7.5 hr | Met |
| HAR017-100774 | 04 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Branch | P4 | Closed | 3.21 hr | 1.2 days | Met |
| HAR017-100773 | 04 Aug 2026 | Quote · excluded | New printer driver rollout Printing · AB · Head Office | P4 | Resolved | — | — | n/a |
| HAR017-100772 | 03 Aug 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | 3.77 hr | 1.2 days | Met |
| HAR017-100771 | 31 Jul 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Closed | 1.39 hr | 1.5 days | Met |
| HAR017-100770 | 31 Jul 2026 | Project · excluded | Outlook not syncing Microsoft 365 · ML · Site 2 | P4 | In Progress | — | — | n/a |
| HAR017-100769 | 30 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Resolved | 1.11 hr | 11.8 hr | Met |
| HAR017-100768 | 29 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · KB · Head Office | P2 | Closed | — | — | n/a |
| HAR017-100767 | 28 Jul 2026 | Incident · excluded | Licence renewal Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| HAR017-100766 | 28 Jul 2026 | Quote · excluded | Backup capacity review Backup · AB · Remote | P3 | In Progress | — | — | n/a |
| HAR017-100765 | 27 Jul 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P2 | Closed | 2.16 hr | 11.4 hr | Met |
| HAR017-100764 | 26 Jul 2026 | Change | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Resolved | 0.96 hr | 1.4 days | Met |
| HAR017-100763 | 24 Jul 2026 | Incident | Handset registration Telephony · BK · Remote | P3 | Closed | 6.69 hr | 1.8 days | Met |
| HAR017-100762 | 22 Jul 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Closed | — | — | n/a |
| HAR017-100761 | 22 Jul 2026 | Quote · excluded | New extension setup Telephony · AB · Site 2 | P3 | In Progress | — | — | n/a |
| HAR017-100760 | 21 Jul 2026 | Service Request · excluded | Printer offline Printing · AB · Head Office | P2 | Resolved | — | — | n/a |
| HAR017-100759 | 21 Jul 2026 | Incident · excluded | Report not generating Line of business app · TAG · Remote | P3 | Resolved | — | — | n/a |
| HAR017-100758 | 20 Jul 2026 | Planned Install · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Open | — | — | n/a |
| HAR017-100757 | 17 Jul 2026 | Service Request | Retention change Backup · TAG · Head Office | P2 | Closed | 46.16 hr | 2.1 days | Missed |
| HAR017-100756 | 16 Jul 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Resolved | — | — | n/a |
| HAR017-100755 | 15 Jul 2026 | Incident | Restore request Backup · SE · Branch | P3 | Closed | 0.11 hr | 6.9 hr | Met |
| HAR017-100754 | 15 Jul 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 2.78 hr | 1.5 days | Met |
| HAR017-100753 | 14 Jul 2026 | Quote · excluded | Docking station not detected Hardware · KB · Remote | P3 | Closed | — | — | n/a |
| HAR017-100752 | 14 Jul 2026 | Service Request | Report not generating Line of business app · KB · Remote | P3 | Closed | 1.49 hr | 2.3 hr | Met |
| HAR017-100751 | 10 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 3.21 hr | 1.3 days | Met |
| HAR017-100750 | 09 Jul 2026 | Project · excluded | Call quality issue Telephony · KB · Site 2 | P2 | Closed | — | — | n/a |
| HAR017-100749 | 09 Jul 2026 | Service Request | Docking station not detected Hardware · KB · Remote | P2 | Resolved | 4.97 hr | 1.6 days | Met |
| HAR017-100748 | 08 Jul 2026 | Incident · excluded | Leaver process User admin · TAG · Branch | P4 | Resolved | — | — | n/a |
| HAR017-100747 | 07 Jul 2026 | Incident | Name change request User admin · SE · Remote | P3 | Closed | 5.77 hr | 2.4 days | Met |
| HAR017-100746 | 07 Jul 2026 | Incident | Name change request User admin · ML · Remote | P3 | Closed | 1.33 hr | 2.0 days | Met |
| HAR017-100745 | 06 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | 1.14 hr | 1.3 days | Met |
| HAR017-100744 | 06 Jul 2026 | Change | Name change request User admin · TAG · Head Office | P4 | Resolved | 5.12 hr | 2.0 days | Met |
| HAR017-100743 | 03 Jul 2026 | Incident · excluded | Phishing report triage Security · SE · Site 2 | P2 | Resolved | — | — | n/a |
| HAR017-100742 | 03 Jul 2026 | Incident | Slow VPN Network · BK · Head Office | P3 | Closed | 3.87 hr | 1.3 hr | Met |
| HAR017-100741 | 02 Jul 2026 | Service Request | Printer offline Printing · TAG · Remote | P4 | Resolved | 2.35 hr | 2.3 days | Met |
| HAR017-100740 | 02 Jul 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Closed | 1.64 hr | 1.6 days | Met |
| HAR017-100739 | 01 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 0.86 hr | 9.1 hr | Met |
| HAR017-100738 | 30 Jun 2026 | Change | Restore request Backup · SE · Remote | P4 | Resolved | 10.92 hr | 1.1 days | Missed |
| HAR017-100737 | 29 Jun 2026 | Incident | Slow VPN Network · ML · Remote | P4 | Closed | 9.60 hr | 1.5 days | Missed |
| HAR017-100736 | 29 Jun 2026 | Service Request | Scan to email failing Printing · TAG · Site 2 | P3 | Resolved | 0.69 hr | 12.0 hr | Met |
| HAR017-100735 | 29 Jun 2026 | Incident | MFA reset Security · AB · Head Office | P2 | Closed | 0.14 hr | 2.4 days | Met |
| HAR017-100734 | 26 Jun 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | — | — | n/a |
| HAR017-100733 | 25 Jun 2026 | Service Request | Mailbox delegation Email · ML · Branch | P3 | Closed | 1.30 hr | 1.6 days | Met |
| HAR017-100732 | 23 Jun 2026 | Incident | Message quarantined Email · TAG · Head Office | P2 | Closed | 2.68 hr | 3.7 hr | Met |
| HAR017-100731 | 22 Jun 2026 | Service Request | Call quality issue Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| HAR017-100730 | 19 Jun 2026 | Service Request | New extension setup Telephony · ML · Head Office | P3 | Closed | 2.97 hr | 2.1 days | Met |
| HAR017-100729 | 17 Jun 2026 | Service Request | Message quarantined Email · ML · Branch | P1 | Resolved | 0.26 hr | 17.2 hr | Met |
| HAR017-100728 | 17 Jun 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Resolved | 0.49 hr | 10.6 hr | Met |
| HAR017-100727 | 16 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Site 2 | P3 | Closed | 2.14 hr | 2.1 days | Met |
| HAR017-100726 | 15 Jun 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 5.91 hr | 16.0 hr | Met |
| HAR017-100725 | 12 Jun 2026 | Quote · excluded | Scan to email failing Printing · AB · Remote | P3 | Closed | — | — | n/a |
| HAR017-100724 | 11 Jun 2026 | Change | Licence renewal Line of business app · ML · Branch | P3 | Closed | 0.15 hr | 6.7 hr | Met |
| HAR017-100723 | 11 Jun 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 2.18 hr | 10.2 hr | Met |
| HAR017-100722 | 10 Jun 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Closed | 8.09 hr | 16.1 hr | Missed |
| HAR017-100721 | 10 Jun 2026 | Change | New starter setup User admin · AB · Head Office | P1 | Resolved | 0.56 hr | 8.4 hr | Met |
| HAR017-100720 | 09 Jun 2026 | Incident · excluded | Report not generating Line of business app · TAG · Head Office | P2 | Closed | — | — | n/a |
| HAR017-100719 | 08 Jun 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 0.34 hr | 3.3 hr | Met |
| HAR017-100718 | 05 Jun 2026 | Incident · excluded | Replacement keyboard Hardware · BK · Head Office | P1 | Resolved | — | — | n/a |
| HAR017-100717 | 04 Jun 2026 | Quote · excluded | Message quarantined Email · BK · Branch | P3 | Closed | — | — | n/a |
| HAR017-100716 | 03 Jun 2026 | Incident | Report not generating Line of business app · KB · Remote | P3 | Resolved | 1.18 hr | 1.3 days | Met |
| HAR017-100715 | 02 Jun 2026 | Service Request · excluded | Docking station not detected Hardware · SE · Branch | P4 | Resolved | — | — | n/a |
| HAR017-100714 | 02 Jun 2026 | Change | New starter setup User admin · BK · Head Office | P3 | Closed | 4.04 hr | 1.4 days | Met |
| HAR017-100713 | 31 May 2026 | Service Request | Toner replacement Printing · KB · Head Office | P4 | Closed | 0.12 hr | 1.2 days | Met |
| HAR017-100712 | 29 May 2026 | Planned Install · excluded | Report not generating Line of business app · KB · Remote | P3 | Closed | — | — | n/a |
| HAR017-100711 | 28 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Remote | P3 | Closed | 4.51 hr | 1.7 days | Met |
| HAR017-100710 | 27 May 2026 | Incident · excluded | Handset registration Telephony · SE · Head Office | P4 | Resolved | — | — | n/a |
| HAR017-100709 | 27 May 2026 | Incident | Spoofed email reported Email · SE · Head Office | P3 | Resolved | 3.66 hr | 2.3 days | Met |
| HAR017-100708 | 26 May 2026 | Planned Install · excluded | Suspicious sign-in review Security · SE · Head Office | P4 | Resolved | — | — | n/a |
| HAR017-100707 | 25 May 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Resolved | 5.28 hr | 2.3 days | Met |
| HAR017-100706 | 22 May 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P4 | Closed | 0.06 hr | 22.7 hr | Met |
| HAR017-100705 | 22 May 2026 | Service Request | MFA reset Security · SE · Head Office | P3 | Closed | 0.64 hr | 10.0 hr | Met |
| HAR017-100704 | 21 May 2026 | Service Request · excluded | New printer driver rollout Printing · KB · Branch | P3 | Resolved | — | — | n/a |
| HAR017-100703 | 20 May 2026 | Service Request | Message quarantined Email · AB · Remote | P4 | Closed | 5.85 hr | 9.7 hr | Met |
| HAR017-100702 | 19 May 2026 | Service Request | Permission change User admin · ML · Head Office | P3 | Closed | 1.43 hr | 5.7 hr | Met |
| HAR017-100701 | 18 May 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 0.90 hr | 1.9 days | Met |
| HAR017-100700 | 18 May 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · AB · Site 2 | P2 | Resolved | — | — | n/a |
| HAR017-100699 | 15 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P4 | Closed | 8.89 hr | 1.5 days | Missed |
| HAR017-100698 | 15 May 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| HAR017-100697 | 15 May 2026 | Service Request | Name change request User admin · TAG · Branch | P4 | Closed | 0.73 hr | 13.1 hr | Met |
| HAR017-100696 | 14 May 2026 | Change | Screen flickering Hardware · ML · Site 2 | P4 | Resolved | 0.98 hr | 5.5 hr | Met |
| HAR017-100695 | 12 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Site 2 | P3 | Closed | 1.20 hr | 20.7 hr | Met |
| HAR017-100694 | 08 May 2026 | Change | New printer driver rollout Printing · TAG · Remote | P3 | Closed | 10.49 hr | 1.5 days | Missed |
| HAR017-100693 | 07 May 2026 | Quote · excluded | Scan to email failing Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| HAR017-100692 | 06 May 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Resolved | 0.17 hr | 12.4 hr | Met |
| HAR017-100691 | 05 May 2026 | Service Request | Distribution list change Email · BK · Branch | P4 | Resolved | 0.15 hr | 1.1 days | Met |
| HAR017-100690 | 05 May 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 0.39 hr | 23.2 hr | Met |
| HAR017-100689 | 03 May 2026 | Incident | MFA reset Security · BK · Branch | P3 | Closed | 6.14 hr | 1.6 days | Met |
| HAR017-100688 | 01 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Site 2 | P3 | Resolved | 0.65 hr | 1.9 days | Met |
| HAR017-100687 | 30 Apr 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 1.22 hr | 10.8 hr | Met |
| HAR017-100686 | 30 Apr 2026 | Incident | Mailbox delegation Email · SE · Head Office | P4 | Closed | 21.60 hr | 1.5 days | Missed |
| HAR017-100685 | 29 Apr 2026 | Incident | Toner replacement Printing · BK · Remote | P3 | Closed | 0.81 hr | 4.1 hr | Met |
| HAR017-100684 | 29 Apr 2026 | Incident | Name change request User admin · AB · Head Office | P2 | Closed | 1.43 hr | 7.5 hr | Met |
| HAR017-100683 | 28 Apr 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 3.68 hr | 6.8 hr | Met |
| HAR017-100682 | 27 Apr 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P4 | Closed | 5.83 hr | 2.7 hr | Met |
| HAR017-100681 | 27 Apr 2026 | Service Request | Permission change User admin · KB · Head Office | P4 | Closed | 0.85 hr | 1.7 days | Met |
| HAR017-100680 | 24 Apr 2026 | Incident | Printer offline Printing · AB · Remote | P4 | Resolved | 5.30 hr | 20.1 hr | Met |
| HAR017-100679 | 23 Apr 2026 | Change | New starter setup User admin · BK · Head Office | P3 | Resolved | 1.40 hr | 1.3 days | Met |
| HAR017-100678 | 23 Apr 2026 | Incident · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| HAR017-100677 | 21 Apr 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P3 | Resolved | 1.10 hr | 16.6 hr | Met |
| HAR017-100676 | 21 Apr 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 0.89 hr | 1.8 days | Met |
| HAR017-100675 | 20 Apr 2026 | Service Request | New starter setup User admin · SE · Site 2 | P4 | Closed | 0.36 hr | 9.5 hr | Met |
| HAR017-100674 | 20 Apr 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Site 2 | P3 | Resolved | 1.92 hr | 1.5 days | Met |
| HAR017-100673 | 17 Apr 2026 | Change | Handset registration Telephony · SE · Remote | P2 | Closed | 5.90 hr | 1.7 days | Met |
| HAR017-100672 | 17 Apr 2026 | Service Request · excluded | Distribution list change Email · BK · Head Office | P1 | Resolved | — | — | n/a |
| HAR017-100671 | 16 Apr 2026 | Incident | Switch port fault Network · AB · Head Office | P3 | Closed | 1.38 hr | 1.4 days | Met |
| HAR017-100670 | 16 Apr 2026 | Planned Install · excluded | Backup capacity review Backup · BK · Remote | P4 | Closed | — | — | n/a |
| HAR017-100669 | 15 Apr 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Resolved | 1.40 hr | 1.1 days | Met |
| HAR017-100668 | 14 Apr 2026 | Change | Phishing report triage Security · BK · Remote | P2 | Resolved | 3.77 hr | 2.5 days | Met |
| HAR017-100667 | 13 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Head Office | P4 | Resolved | — | — | n/a |
| HAR017-100666 | 13 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Resolved | 19.30 hr | 8.5 hr | Missed |
| HAR017-100665 | 10 Apr 2026 | Incident | Name change request User admin · ML · Site 2 | P3 | Closed | 3.69 hr | 1.3 days | Met |
| HAR017-100664 | 10 Apr 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 1.06 hr | 1.3 days | Met |
| HAR017-100663 | 09 Apr 2026 | Change | Permission change User admin · KB · Site 2 | P2 | Closed | 1.06 hr | 18.2 hr | Met |
| HAR017-100662 | 08 Apr 2026 | Service Request · excluded | Backup capacity review Backup · SE · Site 2 | P2 | Closed | — | — | n/a |
| HAR017-100661 | 08 Apr 2026 | Service Request | Docking station not detected Hardware · ML · Remote | P3 | Resolved | 0.82 hr | 2.4 hr | Met |
| HAR017-100660 | 07 Apr 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P4 | Closed | — | — | n/a |
| HAR017-100659 | 07 Apr 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| HAR017-100658 | 06 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| HAR017-100657 | 04 Apr 2026 | Change | Replacement keyboard Hardware · SE · Remote | P2 | Closed | 1.38 hr | 2.4 days | Met |
| HAR017-100656 | 03 Apr 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Resolved | 0.31 hr | 10.3 hr | Met |
| HAR017-100655 | 03 Apr 2026 | Incident · excluded | Endpoint alert investigation Security · KB · Head Office | P4 | Resolved | — | — | n/a |
| HAR017-100654 | 02 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 3.52 hr | 20.0 hr | Met |
| HAR017-100653 | 02 Apr 2026 | Incident · excluded | New starter setup User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| HAR017-100652 | 02 Apr 2026 | Change | Distribution list change Email · AB · Head Office | P2 | Closed | 10.91 hr | 17.9 hr | Missed |
| HAR017-100651 | 01 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 5.94 hr | 1.9 days | Met |
| HAR017-100650 | 01 Apr 2026 | Incident · excluded | New starter setup User admin · BK · Head Office | P2 | Resolved | — | — | n/a |
| HAR017-100649 | 31 Mar 2026 | Incident | Restore request Backup · ML · Branch | P3 | Closed | — | — | n/a |
| HAR017-100648 | 31 Mar 2026 | Service Request | Switch port fault Network · AB · Remote | P3 | Closed | 4.82 hr | 2.1 days | Met |
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.