SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 118 records in this selection sit outside that — quotes, projects and planned installs, plus 48 calls billed time and materials. They stay visible for volume context.
Service performance
373 eligible records in this yearAverage first response
4.0 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.0%
36 call(s) over the 8-hour target
First-time fix
72.2%
Where the source records the field
Volume
Contract calls
373
491 calls logged in the period
Off contract
48
£15,189.75 chargeable
Open / closed
11 / 480
Across the selected period
Data-quality gaps
13
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
373
records
- User admin49
- Microsoft 36543
- Printing41
- Hardware39
- Email39
- Line of business app39
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 373 | 4.04 hr | 90.0% | 36 | 118 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 41 | 7.20 hr | 88% | 5 |
| Karen Taylor | 40 | 2.95 hr | 93% | 3 |
| Stacey Thomas | 38 | 3.49 hr | 89% | 4 |
| Kelly Gregory | 38 | 2.09 hr | 97% | 1 |
| (Not recorded) | 32 | 3.61 hr | 90% | 3 |
| Damian Armstrong | 29 | 3.72 hr | 88% | 3 |
| Barry Ebbs | 29 | 5.26 hr | 86% | 4 |
| Daniel Blacker | 28 | 1.79 hr | 96% | 1 |
| Chloe Dempsey | 25 | 4.54 hr | 80% | 5 |
| Aiden Higgins | 23 | 6.10 hr | 85% | 3 |
| Phil Jenkins | 17 | 4.79 hr | 88% | 2 |
| Julie Herbert | 17 | 2.79 hr | 94% | 1 |
36 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 149.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305533 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-01-06 17:14 | 157.83 hr | +149.8 | AB | Leaver process |
| 305563 | Barry Ebbs | Samsung Galaxy S23 | 2026-01-19 09:05 | 47.69 hr | +39.7 | TAG | SharePoint permission request |
| 305845 | Rachael Parkin | Dell Latitude E7470 | 2026-05-27 09:42 | 42.15 hr | +34.1 | TAG | Message quarantined |
| 306007 | Phil Jenkins | Apple MacBook Air M2 | 2026-08-17 08:13 | 40.42 hr | +32.4 | ML | Site offline |
| 305668 | Stacey Thomas | Dell Latitude 5440 | 2026-03-06 12:59 | 39.42 hr | +31.4 | KB | Distribution list change |
| 305745 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-04-13 13:20 | 39.24 hr | +31.2 | TAG | Spoofed email reported |
| 305570 | Aiden Higgins | HP ProBook 450 G6 | 2026-01-21 14:51 | 37.10 hr | +29.1 | ML | Printer offline |
| 305796 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-05-07 11:59 | 32.19 hr | +24.2 | TAG | Leaver process |
| 305895 | Julie Herbert | Dell Latitude 5440 | 2026-06-17 17:02 | 29.60 hr | +21.6 | TAG | New extension setup |
| 305794 | Aiden Higgins | HP EliteBook 840 G9 | 2026-05-07 15:05 | 28.77 hr | +20.8 | AB | Printer offline |
| 305875 | (Not recorded) | Dell OptiPlex 7010 | 2026-06-08 14:51 | 27.65 hr | +19.6 | BK | Name change request |
| 305788 | Karen Taylor | Apple MacBook Air M2 | 2026-05-05 10:45 | 26.02 hr | +18.0 | ML | Voicemail not delivering |
| 305700 | Damian Armstrong | HP ProBook 450 G6 | 2026-03-23 09:50 | 22.65 hr | +14.7 | AB | Phishing report triage |
| 305999 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-08-12 12:39 | 22.44 hr | +14.4 | KB | Call quality issue |
| 305850 | Aiden Higgins | Apple MacBook Pro 14 | 2026-05-28 09:58 | 22.16 hr | +14.2 | TAG | Slow VPN |
| 305951 | Chloe Dempsey | Apple iPhone 12 | 2026-07-13 10:48 | 21.84 hr | +13.8 | AB | Replacement keyboard |
| 305692 | Chloe Dempsey | Dell Latitude 7420 | 2026-03-19 12:43 | 21.77 hr | +13.8 | BK | Teams sign-in loop |
| 305585 | Karen Taylor | HP ProDesk 400 G7 | 2026-01-28 12:30 | 15.65 hr | +7.7 | AB | Spoofed email reported |
| 305657 | Barry Ebbs | Dell Latitude 5440 | 2026-02-28 11:29 | 15.40 hr | +7.4 | BK | Mailbox delegation |
| 305835 | Phil Jenkins | Apple MacBook Air M2 | 2026-05-22 09:47 | 13.17 hr | +5.2 | TAG | Voicemail not delivering |
| 305997 | Anne-Marie Cable | Dell Latitude 5440 | 2026-08-11 10:27 | 12.03 hr | +4.0 | KB | Laptop will not boot |
| 305654 | (Not recorded) | Dell Latitude 5440 | 2026-02-28 10:04 | 11.44 hr | +3.4 | KB | Leaver process |
| 305545 | Karen Taylor | Ruckus R550 | 2026-01-10 14:23 | 11.14 hr | +3.1 | TAG | Name change request |
| 305907 | Damian Armstrong | Dell Latitude 7420 | 2026-06-23 16:36 | 11.11 hr | +3.1 | AB | Leaver process |
| 305803 | Stacey Thomas | Ubiquiti USW-Pro-24 | 2026-05-10 11:09 | 10.65 hr | +2.6 | TAG | Leaver process |
| 305938 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-07-08 08:09 | 10.65 hr | +2.6 | AB | Printer offline |
| 305990 | Damian Armstrong | Ubiquiti USW-Pro-24 | 2026-08-07 09:54 | 9.79 hr | +1.8 | SE | Toner replacement |
| 305661 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-03-04 14:06 | 9.50 hr | +1.5 | ML | Endpoint alert investigation |
| 305746 | Barry Ebbs | Ubiquiti USW-Pro-24 | 2026-04-13 10:05 | 9.41 hr | +1.4 | SE | New extension setup |
| 305840 | Anne-Marie Cable | Dell Latitude E7470 | 2026-05-25 16:08 | 9.40 hr | +1.4 | BK | Backup capacity review |
| 305808 | (Not recorded) | HP ProDesk 400 G7 | 2026-05-12 12:11 | 8.92 hr | +0.9 | BK | Database timeout |
| 305607 | Daniel Blacker | HP ProDesk 400 G7 | 2026-02-05 09:31 | 8.51 hr | +0.5 | ML | Toner replacement |
| 305527 | Chloe Dempsey | Dell Latitude 5440 | 2026-01-01 17:00 | 8.39 hr | +0.4 | TAG | Backup job failed |
| 305621 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-02-13 09:00 | 8.14 hr | +0.1 | AB | Docking station not detected |
| 305804 | Stacey Thomas | Dell Latitude 5440 | 2026-05-10 10:35 | 8.12 hr | +0.1 | BK | Replacement keyboard |
| 305614 | Kelly Gregory | HP ProDesk 400 G7 | 2026-02-11 16:15 | 8.02 hr | +0.0 | AB | Voicemail not delivering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Monitoring / server / security | 9 | 20 Jan 2026 – 04 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 9 | 28 Jan 2026 – 06 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 9 | 10 Feb 2026 – 15 Jun 2026 |
| Daniel Blacker | Email / Microsoft 365 | 8 | 07 Jan 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 8 | 08 Jan 2026 – 04 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 8 | 19 Jan 2026 – 23 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 8 | 28 Jan 2026 – 12 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 7 | 02 Jan 2026 – 10 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Email / Microsoft 365 | 11 | 15 Jan 2026 – 25 Aug 2026 |
| Apple iPhone 12 | Monitoring / server / security | 10 | 23 Jan 2026 – 04 Aug 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 7 | 07 Jan 2026 – 01 Jul 2026 |
| Lenovo ThinkCentre M70q | Hardware | 7 | 14 Jan 2026 – 11 Jun 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 7 | 28 Jan 2026 – 15 Apr 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 7 | 30 Jan 2026 – 11 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 7 | 06 Mar 2026 – 14 Aug 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 6 | 22 Jan 2026 – 16 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
491 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| HAZ772-101483 | 25 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Branch | P2 | Open | — | — | n/a |
| HAZ772-101482 | 25 Aug 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P4 | Resolved | 0.96 hr | 8.9 hr | Met |
| HAZ772-101481 | 25 Aug 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Open | — | — | n/a |
| HAZ772-101480 | 25 Aug 2026 | Incident · excluded | New starter setup User admin · AB · Branch | P2 | Open | — | — | n/a |
| HAZ772-101479 | 24 Aug 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Closed | 0.48 hr | 6.5 hr | Met |
| HAZ772-101478 | 21 Aug 2026 | Incident | Permission change User admin · SE · Site 2 | P1 | Resolved | 2.42 hr | 1.2 hr | Met |
| HAZ772-101477 | 20 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | In Progress | — | — | n/a |
| HAZ772-101476 | 19 Aug 2026 | Service Request | New printer driver rollout Printing · SE · Remote | P3 | Closed | 0.82 hr | 2.2 days | Met |
| HAZ772-101475 | 19 Aug 2026 | Service Request · excluded | Spoofed email reported Email · BK · Head Office | P3 | Closed | — | — | n/a |
| HAZ772-101474 | 18 Aug 2026 | Service Request | Name change request User admin · TAG · Head Office | P4 | Resolved | 1.84 hr | 10.8 hr | Met |
| HAZ772-101473 | 17 Aug 2026 | Service Request | Site offline Network · ML · Branch | P3 | Closed | 40.42 hr | 1.1 days | Missed |
| HAZ772-101472 | 17 Aug 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Closed | 0.82 hr | 22.2 hr | Met |
| HAZ772-101471 | 14 Aug 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P3 | Closed | — | — | n/a |
| HAZ772-101470 | 14 Aug 2026 | Incident · excluded | Suspicious sign-in review Security · TAG · Branch | P3 | Closed | — | — | n/a |
| HAZ772-101469 | 14 Aug 2026 | Service Request | Mailbox delegation Email · TAG · Site 2 | P4 | Resolved | — | — | n/a |
| HAZ772-101468 | 13 Aug 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Closed | 1.92 hr | 1.4 days | Met |
| HAZ772-101467 | 12 Aug 2026 | Quote · excluded | Spoofed email reported Email · SE · Remote | P4 | Resolved | — | — | n/a |
| HAZ772-101466 | 12 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 2.74 hr | 4.9 hr | Met |
| HAZ772-101465 | 12 Aug 2026 | Incident | Call quality issue Telephony · KB · Head Office | P4 | Resolved | 22.44 hr | 1.2 days | Missed |
| HAZ772-101464 | 11 Aug 2026 | Incident | New starter setup User admin · KB · Site 2 | P4 | Closed | 0.75 hr | 11.1 hr | Met |
| HAZ772-101463 | 11 Aug 2026 | Incident | Laptop will not boot Hardware · KB · Branch | P4 | Closed | 12.03 hr | 1.2 days | Missed |
| HAZ772-101462 | 11 Aug 2026 | Service Request | New starter setup User admin · ML · Head Office | P1 | Closed | 1.43 hr | 8.1 hr | Met |
| HAZ772-101461 | 11 Aug 2026 | Incident | Permission change User admin · BK · Branch | P4 | Resolved | 4.09 hr | 2.4 days | Met |
| HAZ772-101460 | 10 Aug 2026 | Incident · excluded | Spoofed email reported Email · BK · Head Office | P1 | Closed | — | — | n/a |
| HAZ772-101459 | 10 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P2 | Closed | 1.18 hr | 1.8 days | Met |
| HAZ772-101458 | 10 Aug 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Resolved | 1.34 hr | 1.3 days | Met |
| HAZ772-101457 | 07 Aug 2026 | Quote · excluded | Scan to email failing Printing · KB · Head Office | P3 | In Progress | — | — | n/a |
| HAZ772-101456 | 07 Aug 2026 | Service Request | Toner replacement Printing · SE · Head Office | P3 | Closed | 9.79 hr | 1.6 days | Missed |
| HAZ772-101455 | 06 Aug 2026 | Quote · excluded | Handset registration Telephony · TAG · Site 2 | P2 | Resolved | — | — | n/a |
| HAZ772-101454 | 05 Aug 2026 | Incident | Leaver process User admin · TAG · Head Office | P4 | Closed | 0.48 hr | 1.7 days | Met |
| HAZ772-101453 | 05 Aug 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P1 | Resolved | 2.34 hr | 5.2 hr | Met |
| HAZ772-101452 | 04 Aug 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Closed | 0.71 hr | 1.5 days | Met |
| HAZ772-101451 | 04 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Branch | P4 | Closed | 1.44 hr | 5.9 hr | Met |
| HAZ772-101450 | 04 Aug 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P4 | Closed | 0.96 hr | 1.2 days | Met |
| HAZ772-101449 | 03 Aug 2026 | Quote · excluded | Name change request User admin · ML · Remote | P2 | In Progress | — | — | n/a |
| HAZ772-101448 | 03 Aug 2026 | Service Request | Backup job failed Backup · TAG · Site 2 | P3 | Resolved | 3.83 hr | 16.1 hr | Met |
| HAZ772-101447 | 03 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Branch | P1 | Resolved | 6.14 hr | 8.7 hr | Met |
| HAZ772-101446 | 03 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Site 2 | P3 | Closed | 1.32 hr | 1.1 hr | Met |
| HAZ772-101445 | 02 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 4.91 hr | 4.9 hr | Met |
| HAZ772-101444 | 31 Jul 2026 | Incident · excluded | Phishing report triage Security · ML · Branch | P4 | Closed | — | — | n/a |
| HAZ772-101443 | 30 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Resolved | 0.85 hr | 1.3 days | Met |
| HAZ772-101442 | 29 Jul 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P4 | Closed | 0.23 hr | 0.7 hr | Met |
| HAZ772-101441 | 28 Jul 2026 | Service Request | Suspicious sign-in review Security · BK · Branch | P3 | Resolved | 2.01 hr | 0.2 hr | Met |
| HAZ772-101440 | 28 Jul 2026 | Quote · excluded | Name change request User admin · BK · Head Office | P3 | In Progress | — | — | n/a |
| HAZ772-101439 | 28 Jul 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Resolved | 1.19 hr | 1.4 days | Met |
| HAZ772-101438 | 28 Jul 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Resolved | 0.34 hr | 1.7 days | Met |
| HAZ772-101437 | 27 Jul 2026 | Service Request | Backup job failed Backup · KB · Remote | P2 | Resolved | 1.43 hr | 2.2 days | Met |
| HAZ772-101436 | 27 Jul 2026 | Change | Suspicious sign-in review Security · KB · Branch | P2 | Closed | 2.02 hr | 1.1 days | Met |
| HAZ772-101435 | 27 Jul 2026 | Incident | Database timeout Line of business app · BK · Branch | P4 | Closed | 0.68 hr | 1.5 hr | Met |
| HAZ772-101434 | 24 Jul 2026 | Project · excluded | Slow VPN Network · SE · Head Office | P3 | Open | — | — | n/a |
| HAZ772-101433 | 23 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Resolved | 0.55 hr | 2.1 days | Met |
| HAZ772-101432 | 23 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Remote | P3 | Closed | 3.14 hr | 1.1 days | Met |
| HAZ772-101431 | 22 Jul 2026 | Incident | Screen flickering Hardware · AB · Head Office | P2 | Resolved | 3.21 hr | 2.3 days | Met |
| HAZ772-101430 | 22 Jul 2026 | Incident · excluded | Call quality issue Telephony · ML · Site 2 | P3 | Resolved | — | — | n/a |
| HAZ772-101429 | 22 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Resolved | 1.00 hr | 5.0 hr | Met |
| HAZ772-101428 | 21 Jul 2026 | Incident | Name change request User admin · KB · Remote | P3 | Closed | — | — | n/a |
| HAZ772-101427 | 20 Jul 2026 | Planned Install · excluded | Restore request Backup · KB · Site 2 | P4 | Open | — | — | n/a |
| HAZ772-101426 | 20 Jul 2026 | Planned Install · excluded | Report not generating Line of business app · SE · Head Office | P3 | Open | — | — | n/a |
| HAZ772-101425 | 20 Jul 2026 | Incident · excluded | New extension setup Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| HAZ772-101424 | 17 Jul 2026 | Incident | New printer driver rollout Printing · SE · Site 2 | P2 | Resolved | 6.22 hr | 3.4 hr | Met |
| HAZ772-101423 | 17 Jul 2026 | Service Request | Laptop will not boot Hardware · BK · Branch | P2 | Closed | 0.42 hr | 1.1 days | Met |
| HAZ772-101422 | 16 Jul 2026 | Incident | Leaver process User admin · KB · Remote | P4 | Resolved | 0.84 hr | 22.6 hr | Met |
| HAZ772-101421 | 16 Jul 2026 | Service Request | Switch port fault Network · TAG · Remote | P4 | Closed | 0.83 hr | 1.9 days | Met |
| HAZ772-101420 | 15 Jul 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Resolved | 3.69 hr | 3.9 hr | Met |
| HAZ772-101419 | 15 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | 3.81 hr | 1.1 days | Met |
| HAZ772-101418 | 14 Jul 2026 | Planned Install · excluded | Message quarantined Email · AB · Head Office | P3 | In Progress | — | — | n/a |
| HAZ772-101417 | 13 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 21.84 hr | 8.4 hr | Missed |
| HAZ772-101416 | 11 Jul 2026 | Service Request | Toner replacement Printing · SE · Head Office | P2 | Resolved | 0.27 hr | 4.3 hr | Met |
| HAZ772-101415 | 11 Jul 2026 | Incident | Slow VPN Network · KB · Site 2 | P3 | Resolved | 0.33 hr | 13.4 hr | Met |
| HAZ772-101414 | 11 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | Closed | 3.55 hr | 3.7 hr | Met |
| HAZ772-101413 | 11 Jul 2026 | Incident · excluded | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| HAZ772-101412 | 10 Jul 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 0.69 hr | 1.5 days | Met |
| HAZ772-101411 | 10 Jul 2026 | Change | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 0.71 hr | 2.2 days | Met |
| HAZ772-101410 | 10 Jul 2026 | Service Request | Backup capacity review Backup · ML · Remote | P2 | Closed | 4.71 hr | 3.3 hr | Met |
| HAZ772-101409 | 10 Jul 2026 | Incident | Message quarantined Email · KB · Head Office | P3 | Resolved | 0.77 hr | 11.8 hr | Met |
| HAZ772-101408 | 09 Jul 2026 | Service Request | Message quarantined Email · TAG · Branch | P3 | Resolved | 0.65 hr | 1.5 days | Met |
| HAZ772-101407 | 09 Jul 2026 | Service Request · excluded | Message quarantined Email · TAG · Remote | P3 | Closed | — | — | n/a |
| HAZ772-101406 | 08 Jul 2026 | Incident | Permission change User admin · TAG · Branch | P3 | Closed | 0.95 hr | 1.5 days | Met |
| HAZ772-101405 | 08 Jul 2026 | Service Request · excluded | Toner replacement Printing · KB · Head Office | P4 | Closed | — | — | n/a |
| HAZ772-101404 | 08 Jul 2026 | Service Request | Printer offline Printing · AB · Head Office | P3 | Closed | 10.65 hr | 1.7 days | Missed |
| HAZ772-101403 | 08 Jul 2026 | Service Request | Distribution list change Email · KB · Site 2 | P3 | Resolved | 0.84 hr | 3.5 hr | Met |
| HAZ772-101402 | 08 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 4.56 hr | 6.0 hr | Met |
| HAZ772-101401 | 07 Jul 2026 | Service Request · excluded | Backup capacity review Backup · TAG · Branch | P3 | Closed | — | — | n/a |
| HAZ772-101400 | 07 Jul 2026 | Incident · excluded | Spoofed email reported Email · AB · Remote | P4 | Closed | — | — | n/a |
| HAZ772-101399 | 07 Jul 2026 | Quote · excluded | New printer driver rollout Printing · SE · Remote | P4 | Resolved | — | — | n/a |
| HAZ772-101398 | 06 Jul 2026 | Change | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Resolved | 0.90 hr | 19.2 hr | Met |
| HAZ772-101397 | 03 Jul 2026 | Quote · excluded | New starter setup User admin · BK · Remote | P2 | Closed | — | — | n/a |
| HAZ772-101396 | 02 Jul 2026 | Service Request | Licence renewal Line of business app · SE · Remote | P4 | Closed | 0.23 hr | 1.6 days | Met |
| HAZ772-101395 | 02 Jul 2026 | Service Request | Licence renewal Line of business app · AB · Site 2 | P3 | Resolved | 4.94 hr | 1.5 days | Met |
| HAZ772-101394 | 02 Jul 2026 | Service Request · excluded | New extension setup Telephony · SE · Remote | P2 | Closed | — | — | n/a |
| HAZ772-101393 | 02 Jul 2026 | Change | Name change request User admin · BK · Head Office | P2 | Closed | 1.45 hr | 1.4 days | Met |
| HAZ772-101392 | 01 Jul 2026 | Change | Scan to email failing Printing · BK · Head Office | P3 | Resolved | 1.21 hr | 4.6 hr | Met |
| HAZ772-101391 | 01 Jul 2026 | Change | Outlook not syncing Microsoft 365 · AB · Branch | P1 | Closed | 0.32 hr | 7.0 hr | Met |
| HAZ772-101390 | 01 Jul 2026 | Service Request | Name change request User admin · BK · Branch | P1 | Closed | 4.49 hr | 9.2 hr | Met |
| HAZ772-101389 | 01 Jul 2026 | Quote · excluded | Handset registration Telephony · AB · Remote | P3 | Resolved | — | — | n/a |
| HAZ772-101388 | 30 Jun 2026 | Quote · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| HAZ772-101387 | 30 Jun 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P1 | Closed | 0.18 hr | 17.0 hr | Met |
| HAZ772-101386 | 30 Jun 2026 | Change · excluded | Printer offline Printing · SE · Branch | P2 | Resolved | — | — | n/a |
| HAZ772-101385 | 30 Jun 2026 | Service Request | Backup job failed Backup · BK · Head Office | P4 | Closed | — | — | n/a |
| HAZ772-101384 | 30 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| HAZ772-101383 | 29 Jun 2026 | Incident | Permission change User admin · TAG · Head Office | P4 | Closed | 1.95 hr | 10.5 hr | Met |
| HAZ772-101382 | 29 Jun 2026 | Change | New printer driver rollout Printing · ML · Remote | P3 | Closed | 2.24 hr | 5.4 hr | Met |
| HAZ772-101381 | 29 Jun 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 0.78 hr | 1.9 days | Met |
| HAZ772-101380 | 26 Jun 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 0.25 hr | 1.1 days | Met |
| HAZ772-101379 | 26 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 0.31 hr | 1.1 days | Met |
| HAZ772-101378 | 26 Jun 2026 | Change | Database timeout Line of business app · ML · Remote | P3 | Resolved | 0.64 hr | 1.4 days | Met |
| HAZ772-101377 | 25 Jun 2026 | Service Request | Laptop will not boot Hardware · KB · Head Office | P3 | Resolved | 0.77 hr | 8.1 hr | Met |
| HAZ772-101376 | 24 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 0.08 hr | 1.5 days | Met |
| HAZ772-101375 | 24 Jun 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Resolved | 1.03 hr | 20.7 hr | Met |
| HAZ772-101374 | 24 Jun 2026 | Service Request | Spoofed email reported Email · ML · Remote | P3 | Closed | 0.70 hr | 3.2 hr | Met |
| HAZ772-101373 | 23 Jun 2026 | Change | Leaver process User admin · AB · Head Office | P3 | Resolved | 11.11 hr | 2.0 days | Missed |
| HAZ772-101372 | 23 Jun 2026 | Incident | New starter setup User admin · AB · Head Office | P4 | Closed | 2.14 hr | 23.1 hr | Met |
| HAZ772-101371 | 22 Jun 2026 | Incident · excluded | Spoofed email reported Email · ML · Branch | P3 | Resolved | — | — | n/a |
| HAZ772-101370 | 22 Jun 2026 | Change · excluded | Leaver process User admin · TAG · Head Office | P4 | Closed | — | — | n/a |
| HAZ772-101369 | 22 Jun 2026 | Incident · excluded | Name change request User admin · KB · Remote | P2 | Resolved | — | — | n/a |
| HAZ772-101368 | 19 Jun 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P4 | Closed | — | — | n/a |
| HAZ772-101367 | 19 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Resolved | 3.37 hr | 1.4 days | Met |
| HAZ772-101366 | 18 Jun 2026 | Incident · excluded | Scan to email failing Printing · TAG · Branch | P3 | Closed | — | — | n/a |
| HAZ772-101365 | 18 Jun 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 0.94 hr | 17.8 hr | Met |
| HAZ772-101364 | 18 Jun 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Resolved | 5.38 hr | 2.0 days | Met |
| HAZ772-101363 | 18 Jun 2026 | Change | Slow VPN Network · AB · Head Office | P2 | Closed | 0.92 hr | 1.8 days | Met |
| HAZ772-101362 | 17 Jun 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P2 | Closed | 5.81 hr | 15.3 hr | Met |
| HAZ772-101361 | 17 Jun 2026 | Incident | New extension setup Telephony · TAG · Head Office | P4 | Closed | 29.60 hr | 1.7 days | Missed |
| HAZ772-101360 | 17 Jun 2026 | Planned Install · excluded | MFA reset Security · TAG · Head Office | P1 | Resolved | — | — | n/a |
| HAZ772-101359 | 17 Jun 2026 | Service Request · excluded | Name change request User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| HAZ772-101358 | 16 Jun 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | 1.16 hr | 19.0 hr | Met |
| HAZ772-101357 | 16 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Resolved | — | — | n/a |
| HAZ772-101356 | 15 Jun 2026 | Incident | Message quarantined Email · KB · Branch | P3 | Resolved | 1.46 hr | 1.6 days | Met |
| HAZ772-101355 | 15 Jun 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 0.42 hr | 0.5 hr | Met |
| HAZ772-101354 | 15 Jun 2026 | Planned Install · excluded | Voicemail not delivering Telephony · ML · Remote | P4 | Closed | — | — | n/a |
| HAZ772-101353 | 12 Jun 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | 0.86 hr | 2.0 days | Met |
| HAZ772-101352 | 12 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P4 | Closed | 0.30 hr | 1.3 days | Met |
| HAZ772-101351 | 12 Jun 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Resolved | 0.30 hr | 18.1 hr | Met |
| HAZ772-101350 | 11 Jun 2026 | Incident · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| HAZ772-101349 | 11 Jun 2026 | Incident | New extension setup Telephony · AB · Head Office | P4 | Closed | 0.56 hr | 1.4 hr | Met |
| HAZ772-101348 | 11 Jun 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P1 | Closed | 5.51 hr | 16.6 hr | Met |
| HAZ772-101347 | 10 Jun 2026 | Service Request | Distribution list change Email · TAG · Head Office | P2 | Resolved | 0.43 hr | 1.1 days | Met |
| HAZ772-101346 | 09 Jun 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Resolved | — | — | n/a |
| HAZ772-101345 | 09 Jun 2026 | Incident · excluded | Handset registration Telephony · KB · Head Office | P2 | Resolved | — | — | n/a |
| HAZ772-101344 | 09 Jun 2026 | Incident | Permission change User admin · KB · Head Office | P4 | Resolved | — | — | n/a |
| HAZ772-101343 | 09 Jun 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P4 | Resolved | 0.60 hr | 2.4 days | Met |
| HAZ772-101342 | 08 Jun 2026 | Service Request | Printer offline Printing · TAG · Remote | P4 | Closed | 1.20 hr | 9.6 hr | Met |
| HAZ772-101341 | 08 Jun 2026 | Incident | Name change request User admin · BK · Head Office | P4 | Closed | 27.65 hr | 1.2 days | Missed |
| HAZ772-101340 | 08 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 0.12 hr | 18.4 hr | Met |
| HAZ772-101339 | 08 Jun 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P1 | Closed | 0.60 hr | 7.7 hr | Met |
| HAZ772-101338 | 05 Jun 2026 | Incident | Backup job failed Backup · BK · Remote | P4 | Closed | 0.74 hr | 16.5 hr | Met |
| HAZ772-101337 | 04 Jun 2026 | Service Request | Endpoint alert investigation Security · SE · Remote | P2 | Closed | 1.27 hr | 4.0 hr | Met |
| HAZ772-101336 | 04 Jun 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Resolved | 1.07 hr | 18.1 hr | Met |
| HAZ772-101335 | 04 Jun 2026 | Quote · excluded | Backup job failed Backup · KB · Branch | P3 | Closed | — | — | n/a |
| HAZ772-101334 | 04 Jun 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Head Office | P3 | 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.