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Hazelmere Dental Holdings

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hazelmeredental.co.uk · Healthcare · Account manager Rachel Byrne · Hazelmere Care Group (site of 3)

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy2 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. 33 records in this selection sit outside that — quotes, projects and planned installs, plus 15 calls billed time and materials. They stay visible for volume context.

Service performance

78 eligible records in this year
Average first response
7.4 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
78.2%
17 call(s) over the 8-hour target
First-time fix
75.6%
Where the source records the field

Volume

Contract calls
78
111 calls logged in the period
Off contract
15
£5,322 chargeable
Open / closed
1 / 110
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

78
records
  • User admin13
  • Printing11
  • Line of business app11
  • Telephony9
  • Email8
  • Hardware7

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026787.40 hr78.2%1733

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
Karen Taylor133.81 hr85%2
Anne-Marie Cable102.27 hr90%1
Kelly Gregory912.29 hr56%4
(Not recorded)89.60 hr75%2
Stacey Thomas718.48 hr71%2
Barry Ebbs710.70 hr71%2
Daniel Blacker68.07 hr67%2
Chloe Dempsey42.82 hr100%0
Damian Armstrong42.78 hr100%0
Rachael Parkin33.35 hr67%1
Julie Herbert39.43 hr67%1
Aiden Higgins21.51 hr100%0

17 contract calls missed the 8-hour target

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

Longest 67.6 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
300900Stacey ThomasHP ProDesk 400 G72026-05-12 17:3275.64 hr+67.6KBNew printer driver rollout
300909Barry EbbsDell Latitude 54402026-05-28 15:3357.67 hr+49.7TAGDatabase timeout
300933Kelly GregoryAruba AP-5152026-07-14 10:5546.11 hr+38.1KBMailbox delegation
300898(Not recorded)Samsung Galaxy A542026-05-08 11:2544.24 hr+36.2MLRestore request
300915Stacey ThomasApple MacBook Air M22026-06-10 17:0537.40 hr+29.4TAGOneDrive sync conflict
300906Kelly GregoryHPE ProLiant DL360 Gen92026-05-22 14:1437.18 hr+29.2KBSwitch port fault
300919Julie HerbertDell Latitude 54402026-06-18 16:3426.79 hr+18.8TAGCall quality issue
300932Daniel BlackerHP ProBook 450 G62026-07-13 08:1524.72 hr+16.7SEName change request
300850Karen TaylorDell OptiPlex 30502026-01-27 08:5319.70 hr+11.7ABDatabase timeout
300944Daniel BlackerDell OptiPlex 30502026-08-13 14:3019.37 hr+11.4SEOutlook not syncing
300872(Not recorded)Dell OptiPlex 70102026-03-06 11:5219.33 hr+11.3TAGName change request
300928Karen TaylorHP ProDesk 400 G72026-07-06 12:2016.73 hr+8.7SENew starter setup
300844Barry EbbsLenovo ThinkCentre M70q2026-01-12 12:1411.17 hr+3.2BKReplacement keyboard
300851Anne-Marie CableSamsung Galaxy A542026-01-28 15:0510.78 hr+2.8TAGSharePoint permission request
300939Kelly GregoryApple iPhone 142026-08-03 15:469.46 hr+1.5KBHandset registration
300845Kelly GregoryDell Latitude 54402026-01-14 09:018.87 hr+0.9SEPermission change
300889Rachael ParkinLenovo ThinkPad T142026-04-13 16:018.28 hr+0.3ABNew extension setup

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorUser administration408 Jan 2026 – 06 Jul 2026
Karen TaylorMonitoring / server / security418 May 2026 – 18 Aug 2026
Stacey ThomasPrinting301 Jan 2026 – 12 May 2026
Barry EbbsLine of business app317 Feb 2026 – 28 May 2026
Barry EbbsPrinting319 Feb 2026 – 10 Apr 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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
HAZ806-10033325 Aug 2026IncidentBackup capacity review
Backup · KB · Head Office
P3Resolved0.60 hr7.8 hrMet
HAZ806-10033224 Aug 2026IncidentDistribution list change
Email · SE · Site 2
P4Resolved1.25 hr1.7 daysMet
HAZ806-10033121 Aug 2026Project · excludedDatabase timeout
Line of business app · KB · Head Office
P2Closed——n/a
HAZ806-10033018 Aug 2026Service RequestMFA reset
Security · BK · Head Office
P3Closed0.78 hr4.6 hrMet
HAZ806-10032913 Aug 2026IncidentOutlook not syncing
Microsoft 365 · SE · Branch
P4Closed19.37 hr1.1 daysMissed
HAZ806-10032809 Aug 2026Service RequestTeams sign-in loop
Microsoft 365 · AB · Remote
P2Closed0.60 hr2.4 daysMet
HAZ806-10032707 Aug 2026Service RequestName change request
User admin · KB · Branch
P4Resolved2.12 hr1.4 daysMet
HAZ806-10032605 Aug 2026IncidentPhishing report triage
Security · AB · Site 2
P3Resolved0.06 hr1.3 daysMet
HAZ806-10032504 Aug 2026Service Request · excludedPrinter offline
Printing · AB · Branch
P3Closed——n/a
HAZ806-10032403 Aug 2026IncidentHandset registration
Telephony · KB · Head Office
P3Closed9.46 hr1.3 daysMissed
HAZ806-10032330 Jul 2026Service Request · excludedVoicemail not delivering
Telephony · KB · Remote
P3Closed——n/a
HAZ806-10032222 Jul 2026Quote · excludedDocking station not detected
Hardware · AB · Remote
P4In Progress——n/a
HAZ806-10032120 Jul 2026Service Request · excludedPermission change
User admin · SE · Head Office
P4Closed——n/a
HAZ806-10032016 Jul 2026Service RequestPermission change
User admin · BK · Head Office
P3Closed1.05 hr20.0 hrMet
HAZ806-10031915 Jul 2026Project · excludedTeams sign-in loop
Microsoft 365 · AB · Branch
P4Closed——n/a
HAZ806-10031814 Jul 2026IncidentMailbox delegation
Email · KB · Site 2
P4Closed46.11 hr2.1 daysMissed
HAZ806-10031713 Jul 2026IncidentName change request
User admin · SE · Remote
P3Closed24.72 hr1.7 daysMissed
HAZ806-10031610 Jul 2026Service RequestSwitch port fault
Network · ML · Site 2
P3Closed1.06 hr1.7 daysMet
HAZ806-10031509 Jul 2026IncidentLaptop will not boot
Hardware · SE · Head Office
P3Closed1.30 hr2.1 daysMet
HAZ806-10031408 Jul 2026IncidentMessage quarantined
Email · ML · Remote
P3Closed2.84 hr16.4 hrMet
HAZ806-10031306 Jul 2026Service RequestNew starter setup
User admin · SE · Site 2
P3Closed16.73 hr19.0 hrMissed
HAZ806-10031203 Jul 2026Project · excludedSwitch port fault
Network · KB · Head Office
P3Resolved——n/a
HAZ806-10031130 Jun 2026IncidentReplacement keyboard
Hardware · KB · Head Office
P3Closed7.01 hr9.3 hrMet
HAZ806-10031029 Jun 2026Service Request · excludedScreen flickering
Hardware · KB · Remote
P3Closed——n/a
HAZ806-10030926 Jun 2026Quote · excludedPrinter offline
Printing · ML · Head Office
P4Closed——n/a
HAZ806-10030825 Jun 2026Service RequestHandset registration
Telephony · TAG · Head Office
P4Closed0.56 hr1.5 hrMet
HAZ806-10030724 Jun 2026Service RequestLicence renewal
Line of business app · AB · Branch
P4Closed1.35 hr1.3 daysMet
HAZ806-10030623 Jun 2026Project · excludedOneDrive sync conflict
Microsoft 365 · BK · Head Office
P4Resolved——n/a
HAZ806-10030522 Jun 2026Service RequestWi-Fi dropouts in warehouse
Network · BK · Remote
P3Resolved1.07 hr21.5 hrMet
HAZ806-10030418 Jun 2026IncidentCall quality issue
Telephony · TAG · Remote
P4Closed26.79 hr2.2 daysMissed
HAZ806-10030317 Jun 2026IncidentMailbox delegation
Email · ML · Head Office
P3Closed0.85 hr1.3 daysMet
HAZ806-10030216 Jun 2026IncidentReport not generating
Line of business app · SE · Remote
P2Resolved2.03 hr1.1 daysMet
HAZ806-10030111 Jun 2026IncidentReport not generating
Line of business app · ML · Head Office
P3Resolved0.60 hr2.3 daysMet
HAZ806-10030010 Jun 2026IncidentOneDrive sync conflict
Microsoft 365 · TAG · Head Office
P2Resolved37.40 hr2.4 daysMissed
HAZ806-10029909 Jun 2026IncidentDatabase timeout
Line of business app · AB · Head Office
P1Closed1.38 hr17.1 hrMet
HAZ806-10029803 Jun 2026ChangeHandset registration
Telephony · AB · Branch
P3Resolved1.07 hr21.8 hrMet
HAZ806-10029702 Jun 2026Quote · excludedWi-Fi dropouts in warehouse
Network · AB · Head Office
P3Resolved——n/a
HAZ806-10029630 May 2026IncidentName change request
User admin · KB · Head Office
P2Resolved2.51 hr17.6 hrMet
HAZ806-10029529 May 2026Quote · excludedSharePoint permission request
Microsoft 365 · BK · Head Office
P4Closed——n/a
HAZ806-10029428 May 2026ChangeDatabase timeout
Line of business app · TAG · Head Office
P3Resolved57.67 hr2.0 daysMissed
HAZ806-10029327 May 2026IncidentTeams sign-in loop
Microsoft 365 · BK · Head Office
P4Closed0.28 hr1.0 daysMet
HAZ806-10029226 May 2026Quote · excludedScreen flickering
Hardware · BK · Head Office
P2Closed——n/a
HAZ806-10029122 May 2026Service RequestSwitch port fault
Network · KB · Head Office
P4Resolved37.18 hr3.6 hrMissed
HAZ806-10029018 May 2026IncidentSwitch port fault
Network · KB · Head Office
P2Closed0.47 hr1.3 daysMet
HAZ806-10028916 May 2026ChangeMessage quarantined
Email · BK · Head Office
P3Resolved1.02 hr2.4 daysMet
HAZ806-10028815 May 2026IncidentReport not generating
Line of business app · AB · Head Office
P4Resolved3.49 hr2.1 daysMet
HAZ806-10028714 May 2026Service Request · excludedTeams sign-in loop
Microsoft 365 · TAG · Head Office
P3Resolved——n/a
HAZ806-10028613 May 2026Service RequestNew starter setup
User admin · BK · Remote
P4Closed0.45 hr1.7 daysMet
HAZ806-10028512 May 2026ChangeNew printer driver rollout
Printing · KB · Head Office
P3Closed75.64 hr1.2 daysMissed
HAZ806-10028411 May 2026Quote · excludedMFA reset
Security · KB · Head Office
P2Resolved——n/a
HAZ806-10028308 May 2026IncidentRestore request
Backup · ML · Head Office
P4Closed44.24 hr19.4 hrMissed
HAZ806-10028206 May 2026IncidentNew starter setup
User admin · BK · Head Office
P3Resolved0.23 hr1.4 daysMet
HAZ806-10028105 May 2026Incident · excludedRetention change
Backup · BK · Head Office
P4Closed——n/a
HAZ806-10028004 May 2026Service Request · excludedDatabase timeout
Line of business app · ML · Head Office
P3Closed——n/a
HAZ806-10027901 May 2026IncidentLaptop will not boot
Hardware · TAG · Head Office
P3Closed0.31 hr1.9 daysMet
HAZ806-10027823 Apr 2026Service RequestToner replacement
Printing · TAG · Head Office
P3Closed3.89 hr23.6 hrMet
HAZ806-10027720 Apr 2026Quote · excludedReport not generating
Line of business app · SE · Branch
P4Closed——n/a
HAZ806-10027617 Apr 2026Planned Install · excludedSpoofed email reported
Email · TAG · Head Office
P3Closed——n/a
HAZ806-10027514 Apr 2026IncidentLaptop will not boot
Hardware · ML · Head Office
P2Resolved0.16 hr2.0 daysMet
HAZ806-10027413 Apr 2026IncidentNew extension setup
Telephony · AB · Head Office
P3Closed8.28 hr15.2 hrMissed
HAZ806-10027311 Apr 2026Service Request · excludedReport not generating
Line of business app · KB · Head Office
P2Resolved——n/a
HAZ806-10027210 Apr 2026Service RequestNew printer driver rollout
Printing · AB · Head Office
P3Resolved4.15 hr21.6 hrMet
HAZ806-10027109 Apr 2026Quote · excludedNew printer driver rollout
Printing · SE · Site 2
P1Closed——n/a
HAZ806-10027007 Apr 2026IncidentDatabase timeout
Line of business app · SE · Head Office
P3Closed0.65 hr2.2 daysMet
HAZ806-10026906 Apr 2026Incident · excludedScreen flickering
Hardware · SE · Branch
P2Resolved——n/a
HAZ806-10026803 Apr 2026ChangeToner replacement
Printing · AB · Head Office
P4Closed1.39 hr2.0 daysMet
HAZ806-10026702 Apr 2026Service RequestSlow VPN
Network · ML · Head Office
P3Closed0.35 hr5.2 hrMet
HAZ806-10026631 Mar 2026ChangeRetention change
Backup · ML · Head Office
P3Closed0.52 hr1.7 daysMet
HAZ806-10026530 Mar 2026Quote · excludedBackup job failed
Backup · KB · Head Office
P4Closed——n/a
HAZ806-10026427 Mar 2026ChangeLicence renewal
Line of business app · BK · Head Office
P3Closed1.12 hr1.6 daysMet
HAZ806-10026320 Mar 2026ChangeSpoofed email reported
Email · TAG · Head Office
P2Closed1.25 hr2.5 daysMet
HAZ806-10026219 Mar 2026ChangePermission change
User admin · ML · Site 2
P4Closed1.39 hr1.8 daysMet
HAZ806-10026116 Mar 2026Service RequestBackup capacity review
Backup · AB · Remote
P3Closed1.46 hr2.1 daysMet
HAZ806-10026012 Mar 2026Incident · excludedOneDrive sync conflict
Microsoft 365 · BK · Head Office
P4Resolved——n/a
HAZ806-10025910 Mar 2026Service RequestNew printer driver rollout
Printing · ML · Remote
P3Resolved0.74 hr1.7 daysMet
HAZ806-10025809 Mar 2026Incident · excludedLeaver process
User admin · BK · Head Office
P4Closed——n/a
HAZ806-10025706 Mar 2026IncidentName change request
User admin · TAG · Head Office
P4Closed19.33 hr1.9 daysMissed
HAZ806-10025604 Mar 2026Service RequestScan to email failing
Printing · TAG · Head Office
P3Resolved3.60 hr15.7 hrMet
HAZ806-10025502 Mar 2026Incident · excludedOutlook not syncing
Microsoft 365 · KB · Branch
P3Closed——n/a
HAZ806-10025427 Feb 2026Quote · excludedOneDrive sync conflict
Microsoft 365 · ML · Remote
P3Closed——n/a
HAZ806-10025326 Feb 2026IncidentSuspicious sign-in review
Security · TAG · Branch
P4Resolved0.55 hr8.1 hrMet
HAZ806-10025225 Feb 2026IncidentScan to email failing
Printing · AB · Head Office
P3Closed1.25 hr2.0 daysMet
HAZ806-10025124 Feb 2026IncidentSlow VPN
Network · KB · Head Office
P4Closed2.85 hr20.3 hrMet
HAZ806-10025019 Feb 2026IncidentToner replacement
Printing · BK · Remote
P4Resolved0.14 hr2.0 daysMet
HAZ806-10024918 Feb 2026Service RequestLeaver process
User admin · SE · Head Office
P3Closed5.55 hr10.3 hrMet
HAZ806-10024817 Feb 2026IncidentReport not generating
Line of business app · AB · Head Office
P3Resolved0.35 hr1.8 daysMet
HAZ806-10024716 Feb 2026Service RequestNew extension setup
Telephony · SE · Site 2
P2Closed0.20 hr2.2 daysMet
HAZ806-10024613 Feb 2026Service RequestSpoofed email reported
Email · AB · Remote
P4Closed1.41 hr2.3 daysMet
HAZ806-10024512 Feb 2026Service Request · excludedEndpoint alert investigation
Security · ML · Head Office
P3Resolved——n/a
HAZ806-10024411 Feb 2026Service RequestLaptop will not boot
Hardware · ML · Head Office
P2Closed6.85 hr23.9 hrMet
HAZ806-10024310 Feb 2026Quote · excludedScan to email failing
Printing · SE · Head Office
P3Closed——n/a
HAZ806-10024209 Feb 2026Service RequestName change request
User admin · TAG · Head Office
P3Closed1.43 hr20.9 hrMet
HAZ806-10024106 Feb 2026Service RequestNew extension setup
Telephony · AB · Head Office
P3Resolved0.40 hr1.3 daysMet
HAZ806-10024005 Feb 2026Service RequestDocking station not detected
Hardware · ML · Branch
P3Resolved0.33 hr18.0 hrMet
HAZ806-10023902 Feb 2026ChangeSite offline
Network · ML · Remote
P4Closed0.42 hr10.7 hrMet
HAZ806-10023830 Jan 2026IncidentNew extension setup
Telephony · KB · Remote
P4Resolved0.44 hr1.7 daysMet
HAZ806-10023729 Jan 2026Service RequestCall quality issue
Telephony · AB · Branch
P3Closed6.23 hr1.4 hrMet
HAZ806-10023628 Jan 2026IncidentSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Closed10.78 hr1.6 daysMissed
HAZ806-10023527 Jan 2026IncidentDatabase timeout
Line of business app · AB · Head Office
P3Closed19.70 hr1.6 daysMissed
HAZ806-10023423 Jan 2026Service Request · excludedPrinter offline
Printing · SE · Remote
P3Resolved——n/a
HAZ806-10023321 Jan 2026IncidentDatabase timeout
Line of business app · BK · Head Office
P3Closed0.37 hr1.4 daysMet
HAZ806-10023219 Jan 2026IncidentScan to email failing
Printing · KB · Head Office
P3Resolved7.98 hr1.9 daysMet
HAZ806-10023115 Jan 2026Quote · excludedScan to email failing
Printing · SE · Head Office
P4Resolved——n/a
HAZ806-10023014 Jan 2026IncidentPermission change
User admin · SE · Site 2
P1Resolved8.87 hr4.5 hrMissed
HAZ806-10022912 Jan 2026IncidentReplacement keyboard
Hardware · BK · Head Office
P3Closed11.17 hr1.1 daysMissed
HAZ806-10022811 Jan 2026Change · excludedRetention change
Backup · AB · Remote
P3Closed——n/a
HAZ806-10022709 Jan 2026IncidentMessage quarantined
Email · KB · Branch
P3Closed2.78 hr1.2 daysMet
HAZ806-10022608 Jan 2026IncidentPermission change
User admin · TAG · Remote
P2Resolved3.36 hr2.5 hrMet
HAZ806-10022507 Jan 2026Quote · excludedSlow VPN
Network · ML · Site 2
P3Resolved——n/a
HAZ806-10022405 Jan 2026Service RequestToner replacement
Printing · AB · Head Office
P3Closed2.26 hr2.3 daysMet
HAZ806-10022301 Jan 2026IncidentScan to email failing
Printing · ML · Head Office
P3Closed1.26 hr2.0 daysMet
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.