SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 10 records in this selection sit outside that — quotes, projects and planned installs, plus 4 calls billed time and materials. They stay visible for volume context.
Service performance
20 eligible records in this yearAverage first response
13.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
80.0%
4 call(s) over the 8-hour target
First-time fix
70.0%
Where the source records the field
Volume
Contract calls
20
30 calls logged in the period
Off contract
4
£1,233 chargeable
Open / closed
1 / 29
Across the selected period
Data-quality gaps
0
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
20
records
- Security3
- Telephony3
- Email3
- Hardware3
- Microsoft 3652
- User admin2
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 20 | 13.28 hr | 80.0% | 4 | 10 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| (Not recorded) | 3 | 4.22 hr | 67% | 1 |
| Damian Armstrong | 3 | 1.48 hr | 100% | 0 |
| Kelly Gregory | 3 | 32.90 hr | 67% | 1 |
| Anne-Marie Cable | 3 | 5.24 hr | 67% | 1 |
| Daniel Blacker | 2 | 1.01 hr | 100% | 0 |
| Karen Taylor | 2 | 3.46 hr | 100% | 0 |
| Aiden Higgins | 1 | 0.16 hr | 100% | 0 |
| Barry Ebbs | 1 | 5.41 hr | 100% | 0 |
| Chloe Dempsey | 1 | 1.41 hr | 100% | 0 |
| Phil Jenkins | 1 | 118.22 hr | 0% | 1 |
4 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 110.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305778 | Phil Jenkins | Apple iPhone 12 | 2026-08-03 13:55 | 118.22 hr | +110.2 | KB | Message quarantined |
| 305776 | Kelly Gregory | HPE ProLiant DL380 Gen10 | 2026-07-27 10:57 | 91.64 hr | +83.6 | BK | New extension setup |
| 305766 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-04 08:25 | 15.08 hr | +7.1 | TAG | Phishing report triage |
| 305777 | (Not recorded) | Samsung Galaxy S23 | 2026-07-29 16:21 | 8.94 hr | +0.9 | ML | Replacement keyboard |
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
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
30 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| HAR822-100097 | 25 Aug 2026 | Project · excluded | Mailbox delegation Email · SE · Remote | P2 | Open | — | — | n/a |
| HAR822-100096 | 11 Aug 2026 | Incident | Mailbox delegation Email · BK · Branch | P3 | Resolved | 1.68 hr | 4.7 hr | Met |
| HAR822-100095 | 10 Aug 2026 | Project · excluded | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| HAR822-100094 | 07 Aug 2026 | Service Request | New starter setup User admin · TAG · Head Office | P2 | Resolved | 0.09 hr | 2.0 days | Met |
| HAR822-100093 | 06 Aug 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P1 | Closed | 0.56 hr | 3.4 hr | Met |
| HAR822-100092 | 03 Aug 2026 | Service Request | Message quarantined Email · KB · Head Office | P4 | Closed | 118.22 hr | 1.1 days | Missed |
| HAR822-100091 | 29 Jul 2026 | Service Request | Replacement keyboard Hardware · ML · Site 2 | P2 | Resolved | 8.94 hr | 1.4 days | Missed |
| HAR822-100090 | 27 Jul 2026 | Incident | New extension setup Telephony · BK · Branch | P4 | Closed | 91.64 hr | 2.4 days | Missed |
| HAR822-100089 | 17 Jul 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 1.20 hr | 2.3 days | Met |
| HAR822-100088 | 14 Jul 2026 | Incident | Call quality issue Telephony · AB · Branch | P3 | Closed | 0.94 hr | 23.1 hr | Met |
| HAR822-100087 | 03 Jul 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 1.41 hr | 1.3 days | Met |
| HAR822-100086 | 22 Jun 2026 | Change | Endpoint alert investigation Security · KB · Site 2 | P3 | Closed | 5.64 hr | 11.5 hr | Met |
| HAR822-100085 | 13 Jun 2026 | Project · excluded | Report not generating Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| HAR822-100084 | 12 Jun 2026 | Incident | Message quarantined Email · KB · Remote | P1 | Resolved | 1.01 hr | 1.8 hr | Met |
| HAR822-100083 | 10 Jun 2026 | Service Request | Permission change User admin · TAG · Head Office | P4 | Resolved | 5.41 hr | 1.5 days | Met |
| HAR822-100082 | 04 Jun 2026 | Planned Install · excluded | Screen flickering Hardware · TAG · Branch | P3 | Resolved | — | — | n/a |
| HAR822-100081 | 21 May 2026 | Incident | Handset registration Telephony · SE · Remote | P2 | Resolved | 1.29 hr | 1.7 days | Met |
| HAR822-100080 | 04 May 2026 | Service Request | Phishing report triage Security · TAG · Remote | P3 | Resolved | 15.08 hr | 2.0 days | Missed |
| HAR822-100079 | 13 Apr 2026 | Incident | Toner replacement Printing · BK · Head Office | P3 | Resolved | 5.87 hr | 1.6 days | Met |
| HAR822-100078 | 01 Apr 2026 | Change | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 2.18 hr | 11.5 hr | Met |
| HAR822-100077 | 18 Mar 2026 | Incident · excluded | Backup job failed Backup · SE · Branch | P3 | Closed | — | — | n/a |
| HAR822-100076 | 13 Mar 2026 | Service Request · excluded | Scan to email failing Printing · AB · Head Office | P2 | Resolved | — | — | n/a |
| HAR822-100075 | 12 Mar 2026 | Incident | Phishing report triage Security · SE · Branch | P2 | Closed | 1.32 hr | 14.5 hr | Met |
| HAR822-100074 | 10 Mar 2026 | Incident · excluded | Database timeout Line of business app · ML · Branch | P3 | Resolved | — | — | n/a |
| HAR822-100073 | 26 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 2.71 hr | 2.1 days | Met |
| HAR822-100072 | 11 Feb 2026 | Change · excluded | Slow VPN Network · BK · Head Office | P4 | Resolved | — | — | n/a |
| HAR822-100071 | 06 Feb 2026 | Service Request | Restore request Backup · AB · Remote | P1 | Resolved | 0.16 hr | 8.4 hr | Met |
| HAR822-100070 | 30 Jan 2026 | Quote · excluded | MFA reset Security · TAG · Branch | P3 | Closed | — | — | n/a |
| HAR822-100069 | 15 Jan 2026 | Quote · excluded | Message quarantined Email · BK · Head Office | P3 | Closed | — | — | n/a |
| HAR822-100068 | 07 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P4 | Resolved | 0.34 hr | 20.8 hr | 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.