SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 35 records in this selection sit outside that — quotes, projects and planned installs, plus 13 calls billed time and materials. They stay visible for volume context.
Service performance
101 eligible records in this yearAverage first response
5.6 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
91.8%
8 call(s) over the 8-hour target
First-time fix
64.4%
Where the source records the field
Volume
Contract calls
101
136 calls logged in the period
Off contract
13
£5,142 chargeable
Open / closed
3 / 133
Across the selected period
Data-quality gaps
3
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
101
records
- Hardware16
- Line of business app13
- Email13
- Security10
- Microsoft 36510
- Backup10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 101 | 5.57 hr | 91.8% | 8 | 35 |
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 | 16 | 1.51 hr | 100% | 0 |
| Anne-Marie Cable | 12 | 5.36 hr | 83% | 2 |
| Kelly Gregory | 11 | 11.49 hr | 90% | 1 |
| (Not recorded) | 10 | 21.98 hr | 70% | 3 |
| Barry Ebbs | 10 | 2.79 hr | 100% | 0 |
| Stacey Thomas | 9 | 1.96 hr | 100% | 0 |
| Phil Jenkins | 8 | 1.23 hr | 100% | 0 |
| Julie Herbert | 7 | 4.88 hr | 67% | 2 |
| Chloe Dempsey | 6 | 1.45 hr | 100% | 0 |
| Damian Armstrong | 4 | 3.37 hr | 100% | 0 |
| Aiden Higgins | 3 | 1.16 hr | 100% | 0 |
| Rachael Parkin | 3 | 4.06 hr | 100% | 0 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 133.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308837 | (Not recorded) | Draytek Vigor 2927 | 2026-01-20 09:40 | 141.49 hr | +133.5 | ML | MFA reset |
| 308880 | Kelly Gregory | HP t640 | 2026-03-27 11:29 | 108.15 hr | +100.2 | BK | Site offline |
| 308868 | (Not recorded) | Dell Latitude 7420 | 2026-03-09 17:55 | 43.44 hr | +35.4 | ML | Licence renewal |
| 308843 | Anne-Marie Cable | Ubiquiti UAP-AC-PRO | 2026-01-29 10:45 | 30.66 hr | +22.7 | ML | Screen flickering |
| 308864 | Julie Herbert | Lenovo ThinkPad T14 | 2026-03-03 15:46 | 11.59 hr | +3.6 | TAG | Toner replacement |
| 308863 | Julie Herbert | Apple MacBook Air M2 | 2026-03-02 09:44 | 9.86 hr | +1.9 | BK | New starter setup |
| 308941 | (Not recorded) | HP t640 | 2026-07-17 09:08 | 9.49 hr | +1.5 | TAG | Restore request |
| 308946 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-07-27 10:21 | 8.83 hr | +0.8 | KB | Slow VPN |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 4 | 26 Jan 2026 – 27 Mar 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 27 Jan 2026 – 13 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 10 Feb 2026 – 21 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 12 Mar 2026 – 05 Aug 2026 |
| Anne-Marie Cable | Hardware | 3 | 29 Jan 2026 – 14 Aug 2026 |
| (Not recorded) | Printing | 3 | 17 Feb 2026 – 20 May 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 26 Feb 2026 – 20 Jul 2026 |
| Karen Taylor | Backup / restore | 3 | 24 Apr 2026 – 05 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 3 | 08 Feb 2026 – 15 May 2026 |
| IGEL UD3 | Hardware | 3 | 25 Feb 2026 – 09 Jul 2026 |
| HP t640 | Monitoring / server / security | 3 | 11 Mar 2026 – 21 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 3 | 11 May 2026 – 13 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
136 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| HOL390-100426 | 25 Aug 2026 | Incident | Backup job failed Backup · ML · Head Office | P2 | Closed | 3.35 hr | 1.7 days | Met |
| HOL390-100425 | 21 Aug 2026 | Service Request | Switch port fault Network · SE · Head Office | P1 | Resolved | 1.07 hr | 4.5 hr | Met |
| HOL390-100424 | 20 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Head Office | P2 | Resolved | — | — | n/a |
| HOL390-100423 | 18 Aug 2026 | Quote · excluded | Laptop will not boot Hardware · TAG · Branch | P3 | In Progress | — | — | n/a |
| HOL390-100422 | 17 Aug 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Resolved | 0.29 hr | 18.1 hr | Met |
| HOL390-100421 | 14 Aug 2026 | Change | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 1.30 hr | 1.3 days | Met |
| HOL390-100420 | 13 Aug 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Resolved | 0.79 hr | 1.8 days | Met |
| HOL390-100419 | 12 Aug 2026 | Service Request | Screen flickering Hardware · SE · Site 2 | P3 | Resolved | 5.53 hr | 1.2 days | Met |
| HOL390-100418 | 11 Aug 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 5.93 hr | 1.7 days | Met |
| HOL390-100417 | 10 Aug 2026 | Quote · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Open | — | — | n/a |
| HOL390-100416 | 07 Aug 2026 | Incident · excluded | Handset registration Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100415 | 06 Aug 2026 | Incident | Restore request Backup · TAG · Head Office | P4 | Resolved | 4.60 hr | 1.5 days | Met |
| HOL390-100414 | 05 Aug 2026 | Incident | Distribution list change Email · AB · Site 2 | P3 | Closed | 0.52 hr | 9.4 hr | Met |
| HOL390-100413 | 04 Aug 2026 | Incident · excluded | Application crash on launch Line of business app · BK · Remote | P3 | Resolved | — | — | n/a |
| HOL390-100412 | 01 Aug 2026 | Incident · excluded | Licence renewal Line of business app · AB · Remote | P4 | Resolved | — | — | n/a |
| HOL390-100411 | 30 Jul 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Closed | 4.17 hr | 2.0 days | Met |
| HOL390-100410 | 29 Jul 2026 | Change | Phishing report triage Security · AB · Head Office | P3 | Resolved | 2.74 hr | 2.3 days | Met |
| HOL390-100409 | 27 Jul 2026 | Change | Slow VPN Network · KB · Site 2 | P4 | Closed | 8.83 hr | 15.9 hr | Missed |
| HOL390-100408 | 24 Jul 2026 | Incident | Scan to email failing Printing · SE · Site 2 | P2 | Resolved | 1.33 hr | 2.5 days | Met |
| HOL390-100407 | 22 Jul 2026 | Service Request | Docking station not detected Hardware · AB · Remote | P2 | Closed | 0.71 hr | 14.1 hr | Met |
| HOL390-100406 | 20 Jul 2026 | Incident | Distribution list change Email · AB · Branch | P3 | Closed | 4.07 hr | 12.5 hr | Met |
| HOL390-100405 | 19 Jul 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 0.55 hr | 2.3 days | Met |
| HOL390-100404 | 17 Jul 2026 | Service Request | Restore request Backup · TAG · Head Office | P3 | Closed | 9.49 hr | 11.3 hr | Missed |
| HOL390-100403 | 16 Jul 2026 | Planned Install · excluded | New printer driver rollout Printing · SE · Remote | P3 | Open | — | — | n/a |
| HOL390-100402 | 14 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100401 | 13 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Remote | P2 | Closed | 5.20 hr | 9.7 hr | Met |
| HOL390-100400 | 10 Jul 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Closed | 4.61 hr | 1.6 days | Met |
| HOL390-100399 | 09 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 0.80 hr | 19.5 hr | Met |
| HOL390-100398 | 08 Jul 2026 | Quote · excluded | Message quarantined Email · KB · Head Office | P2 | Resolved | — | — | n/a |
| HOL390-100397 | 07 Jul 2026 | Incident | Mailbox delegation Email · KB · Head Office | P2 | Resolved | 0.23 hr | 1.6 days | Met |
| HOL390-100396 | 06 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Resolved | 1.30 hr | 9.7 hr | Met |
| HOL390-100395 | 05 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · ML · Branch | P2 | Closed | — | — | n/a |
| HOL390-100394 | 02 Jul 2026 | Change | Database timeout Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100393 | 29 Jun 2026 | Service Request · excluded | New printer driver rollout Printing · BK · Head Office | P1 | Closed | — | — | n/a |
| HOL390-100392 | 26 Jun 2026 | Service Request | Site offline Network · KB · Head Office | P2 | Resolved | 3.96 hr | 2.5 days | Met |
| HOL390-100391 | 25 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 1.23 hr | 1.0 hr | Met |
| HOL390-100390 | 23 Jun 2026 | Change | Mailbox delegation Email · BK · Remote | P3 | Closed | 1.48 hr | 2.4 days | Met |
| HOL390-100389 | 22 Jun 2026 | Incident | New extension setup Telephony · KB · Head Office | P3 | Resolved | 1.18 hr | 1.5 days | Met |
| HOL390-100388 | 19 Jun 2026 | Incident | Name change request User admin · KB · Head Office | P2 | Closed | 0.50 hr | 1.8 days | Met |
| HOL390-100387 | 17 Jun 2026 | Change · excluded | Database timeout Line of business app · AB · Head Office | P4 | Closed | — | — | n/a |
| HOL390-100386 | 16 Jun 2026 | Incident | Printer offline Printing · KB · Head Office | P2 | Resolved | 6.88 hr | 2.4 days | Met |
| HOL390-100385 | 15 Jun 2026 | Service Request | Database timeout Line of business app · ML · Branch | P2 | Resolved | 0.40 hr | 2.0 days | Met |
| HOL390-100384 | 11 Jun 2026 | Project · excluded | Spoofed email reported Email · BK · Remote | P3 | Closed | — | — | n/a |
| HOL390-100383 | 10 Jun 2026 | Incident | Spoofed email reported Email · SE · Remote | P3 | Closed | 0.57 hr | 23.6 hr | Met |
| HOL390-100382 | 09 Jun 2026 | Service Request | Mailbox delegation Email · AB · Remote | P1 | Closed | 0.91 hr | 14.3 hr | Met |
| HOL390-100381 | 08 Jun 2026 | Change | Site offline Network · TAG · Site 2 | P3 | Closed | 1.08 hr | 20.3 hr | Met |
| HOL390-100380 | 06 Jun 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | 0.49 hr | 1.1 days | Met |
| HOL390-100379 | 05 Jun 2026 | Incident | Retention change Backup · KB · Head Office | P4 | Closed | 4.72 hr | 21.8 hr | Met |
| HOL390-100378 | 03 Jun 2026 | Incident | Screen flickering Hardware · TAG · Remote | P4 | Closed | 2.79 hr | 15.9 hr | Met |
| HOL390-100377 | 01 Jun 2026 | Planned Install · excluded | New starter setup User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| HOL390-100376 | 29 May 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P4 | Resolved | 1.07 hr | 1.0 days | Met |
| HOL390-100375 | 28 May 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P1 | Closed | 1.50 hr | 10.2 hr | Met |
| HOL390-100374 | 27 May 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 1.21 hr | 17.4 hr | Met |
| HOL390-100373 | 26 May 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P2 | Closed | 1.07 hr | 2.0 days | Met |
| HOL390-100372 | 25 May 2026 | Service Request | Phishing report triage Security · AB · Head Office | P4 | Resolved | 0.79 hr | 1.8 days | Met |
| HOL390-100371 | 22 May 2026 | Incident | Message quarantined Email · SE · Head Office | P2 | Resolved | 0.18 hr | 1.9 days | Met |
| HOL390-100370 | 20 May 2026 | Incident | New printer driver rollout Printing · BK · Branch | P2 | Closed | 0.85 hr | 2.3 days | Met |
| HOL390-100369 | 19 May 2026 | Project · excluded | Name change request User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| HOL390-100368 | 19 May 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100367 | 18 May 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Resolved | 0.32 hr | 5.5 hr | Met |
| HOL390-100366 | 15 May 2026 | Incident | Spoofed email reported Email · KB · Site 2 | P2 | Resolved | 0.31 hr | 1.4 days | Met |
| HOL390-100365 | 14 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P2 | Resolved | — | — | n/a |
| HOL390-100364 | 12 May 2026 | Service Request | Retention change Backup · SE · Site 2 | P2 | Closed | 0.75 hr | 1.9 days | Met |
| HOL390-100363 | 11 May 2026 | Change | OneDrive sync conflict Microsoft 365 · AB · Remote | P4 | Closed | 5.83 hr | 2.4 days | Met |
| HOL390-100362 | 08 May 2026 | Service Request | Name change request User admin · SE · Branch | P3 | Resolved | 4.43 hr | 0.2 hr | Met |
| HOL390-100361 | 06 May 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Branch | P4 | Closed | — | — | n/a |
| HOL390-100360 | 05 May 2026 | Service Request | Printer offline Printing · TAG · Head Office | P2 | Resolved | 7.58 hr | 1.2 days | Met |
| HOL390-100359 | 30 Apr 2026 | Quote · excluded | Name change request User admin · KB · Site 2 | P3 | Closed | — | — | n/a |
| HOL390-100358 | 29 Apr 2026 | Service Request | Voicemail not delivering Telephony · ML · Remote | P3 | Resolved | 0.26 hr | 1.1 days | Met |
| HOL390-100357 | 27 Apr 2026 | Incident | Call quality issue Telephony · SE · Head Office | P4 | Closed | 0.25 hr | 2.5 days | Met |
| HOL390-100356 | 26 Apr 2026 | Incident · excluded | Application crash on launch Line of business app · TAG · Remote | P4 | Resolved | — | — | n/a |
| HOL390-100355 | 24 Apr 2026 | Service Request | Backup job failed Backup · BK · Head Office | P2 | Closed | 3.48 hr | 1.0 days | Met |
| HOL390-100354 | 23 Apr 2026 | Service Request · excluded | Retention change Backup · BK · Branch | P4 | Closed | — | — | n/a |
| HOL390-100353 | 22 Apr 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| HOL390-100352 | 21 Apr 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100351 | 20 Apr 2026 | Incident · excluded | Site offline Network · KB · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100350 | 09 Apr 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P2 | Closed | 1.31 hr | 2.1 days | Met |
| HOL390-100349 | 08 Apr 2026 | Incident | Message quarantined Email · ML · Branch | P3 | Resolved | 1.39 hr | 1.6 days | Met |
| HOL390-100348 | 07 Apr 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P2 | Resolved | 0.53 hr | 1.0 days | Met |
| HOL390-100347 | 03 Apr 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 3.41 hr | 0.5 hr | Met |
| HOL390-100346 | 02 Apr 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | 3.00 hr | 19.3 hr | Met |
| HOL390-100345 | 01 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Resolved | 0.69 hr | 12.2 hr | Met |
| HOL390-100344 | 31 Mar 2026 | Change | Replacement keyboard Hardware · TAG · Remote | P3 | Closed | 1.37 hr | 2.2 days | Met |
| HOL390-100343 | 27 Mar 2026 | Service Request | Site offline Network · BK · Remote | P3 | Resolved | 108.15 hr | 2.2 days | Missed |
| HOL390-100342 | 26 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Remote | P2 | Closed | 4.35 hr | 1.8 days | Met |
| HOL390-100341 | 25 Mar 2026 | Incident | Scan to email failing Printing · BK · Branch | P3 | Closed | 2.62 hr | 1.7 days | Met |
| HOL390-100340 | 23 Mar 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Resolved | 0.78 hr | 1.6 days | Met |
| HOL390-100339 | 20 Mar 2026 | Quote · excluded | Switch port fault Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| HOL390-100338 | 18 Mar 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | 1.46 hr | 1.7 days | Met |
| HOL390-100337 | 17 Mar 2026 | Change | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 1.19 hr | 2.1 days | Met |
| HOL390-100336 | 16 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | 0.54 hr | 4.7 hr | Met |
| HOL390-100335 | 13 Mar 2026 | Quote · excluded | Spoofed email reported Email · KB · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100334 | 12 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | 4.15 hr | 2.0 days | Met |
| HOL390-100333 | 11 Mar 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P1 | Resolved | 0.25 hr | 14.2 hr | Met |
| HOL390-100332 | 10 Mar 2026 | Incident | Endpoint alert investigation Security · SE · Branch | P3 | Closed | 0.60 hr | 19.8 hr | Met |
| HOL390-100331 | 09 Mar 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Closed | 43.44 hr | 14.7 hr | Missed |
| HOL390-100330 | 06 Mar 2026 | Project · excluded | Toner replacement Printing · ML · Site 2 | P4 | Closed | — | — | n/a |
| HOL390-100329 | 05 Mar 2026 | Planned Install · excluded | Application crash on launch Line of business app · ML · Site 2 | P3 | Resolved | — | — | n/a |
| HOL390-100328 | 04 Mar 2026 | Incident | Switch port fault Network · BK · Branch | P4 | Resolved | 1.28 hr | 2.2 days | Met |
| HOL390-100327 | 03 Mar 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Resolved | 11.59 hr | 2.0 days | Missed |
| HOL390-100326 | 02 Mar 2026 | Incident | New starter setup User admin · BK · Head Office | P4 | Resolved | 9.86 hr | 2.0 days | Missed |
| HOL390-100325 | 27 Feb 2026 | Change | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 1.28 hr | 2.3 days | Met |
| HOL390-100324 | 26 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P2 | Closed | 0.65 hr | 1.5 days | Met |
| HOL390-100323 | 25 Feb 2026 | Change | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 4.81 hr | 1.3 days | Met |
| HOL390-100322 | 20 Feb 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 0.67 hr | 1.9 days | Met |
| HOL390-100321 | 19 Feb 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P3 | Resolved | 0.10 hr | 1.7 days | Met |
| HOL390-100320 | 18 Feb 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 0.48 hr | 1.4 days | Met |
| HOL390-100319 | 17 Feb 2026 | Service Request | Printer offline Printing · BK · Head Office | P2 | Closed | 6.90 hr | 20.4 hr | Met |
| HOL390-100318 | 16 Feb 2026 | Service Request | Retention change Backup · AB · Head Office | P2 | Resolved | 1.49 hr | 8.2 hr | Met |
| HOL390-100317 | 13 Feb 2026 | Service Request | Leaver process User admin · ML · Remote | P4 | Resolved | 7.83 hr | 22.2 hr | Met |
| HOL390-100316 | 12 Feb 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Resolved | 1.97 hr | 1.5 days | Met |
| HOL390-100315 | 11 Feb 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P3 | Closed | 0.19 hr | 11.0 hr | Met |
| HOL390-100314 | 10 Feb 2026 | Service Request | Endpoint alert investigation Security · SE · Remote | P4 | Closed | 1.24 hr | 22.6 hr | Met |
| HOL390-100313 | 09 Feb 2026 | Quote · excluded | Phishing report triage Security · TAG · Remote | P3 | Closed | — | — | n/a |
| HOL390-100312 | 08 Feb 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Branch | P3 | Resolved | 0.46 hr | 9.0 hr | Met |
| HOL390-100311 | 05 Feb 2026 | Planned Install · excluded | New extension setup Telephony · TAG · Head Office | P1 | Resolved | — | — | n/a |
| HOL390-100310 | 04 Feb 2026 | Quote · excluded | Leaver process User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100309 | 03 Feb 2026 | Incident · excluded | Name change request User admin · ML · Remote | P2 | Closed | — | — | n/a |
| HOL390-100308 | 02 Feb 2026 | Service Request | Replacement keyboard Hardware · SE · Remote | P4 | Resolved | 0.97 hr | 1.8 days | Met |
| HOL390-100307 | 30 Jan 2026 | Service Request · excluded | Licence renewal Line of business app · KB · Branch | P2 | Resolved | — | — | n/a |
| HOL390-100306 | 29 Jan 2026 | Incident | Screen flickering Hardware · ML · Remote | P4 | Closed | 30.66 hr | 7.6 hr | Missed |
| HOL390-100305 | 28 Jan 2026 | Incident | Scan to email failing Printing · AB · Remote | P3 | Resolved | 2.87 hr | 4.1 hr | Met |
| HOL390-100304 | 27 Jan 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 1.45 hr | 20.8 hr | Met |
| HOL390-100303 | 26 Jan 2026 | Incident | Phishing report triage Security · ML · Remote | P2 | Closed | 1.66 hr | 10.7 hr | Met |
| HOL390-100302 | 22 Jan 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Resolved | 0.35 hr | 23.2 hr | Met |
| HOL390-100301 | 21 Jan 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Resolved | 0.14 hr | 11.3 hr | Met |
| HOL390-100300 | 20 Jan 2026 | Incident | MFA reset Security · ML · Branch | P2 | Closed | 141.49 hr | 2.3 days | Missed |
| HOL390-100299 | 16 Jan 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P4 | Closed | 6.39 hr | 23.1 hr | Met |
| HOL390-100298 | 15 Jan 2026 | Quote · excluded | Licence renewal Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100297 | 13 Jan 2026 | Service Request | Leaver process User admin · TAG · Remote | P3 | Resolved | — | — | n/a |
| HOL390-100296 | 12 Jan 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 1.78 hr | 2.3 days | Met |
| HOL390-100295 | 07 Jan 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| HOL390-100294 | 06 Jan 2026 | Incident | New starter setup User admin · AB · Head Office | P4 | Resolved | 0.44 hr | 2.1 days | Met |
| HOL390-100293 | 06 Jan 2026 | Incident | Docking station not detected Hardware · BK · Branch | P3 | Closed | 3.82 hr | 19.1 hr | Met |
| HOL390-100292 | 05 Jan 2026 | Quote · excluded | Distribution list change Email · ML · Head Office | P4 | Resolved | — | — | n/a |
| HOL390-100291 | 02 Jan 2026 | Service Request | Permission change User admin · AB · Remote | P3 | Resolved | 0.10 hr | 1.4 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.