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Hollowbrook Electrical Associates

HOL790ActiveManaged contract

hollowbrookelectrical.co.uk · Construction · Account manager Priya Raman

Microsoft 365Partial4 weeks agoSupport & assets (SQL)Healthy4 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. 40 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

52 eligible records in this year
Average first response
2.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
94.2%
3 call(s) over the 8-hour target
First-time fix
73.1%
Where the source records the field

Volume

Contract calls
52
92 calls logged in the period
Off contract
13
£5,092.5 chargeable
Open / closed
3 / 89
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

52
records
  • Printing8
  • Line of business app8
  • Security8
  • User admin8
  • Email5
  • Telephony5

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026522.70 hr94.2%340

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 Taylor101.34 hr100%0
Anne-Marie Cable100.98 hr100%0
Stacey Thomas78.00 hr71%2
Kelly Gregory52.68 hr100%0
(Not recorded)50.51 hr100%0
Chloe Dempsey41.33 hr100%0
Rachael Parkin24.09 hr100%0
Aiden Higgins20.92 hr100%0
Damian Armstrong24.31 hr50%1
Phil Jenkins24.52 hr100%0
Daniel Blacker23.79 hr100%0
Julie Herbert14.46 hr100%0

3 contract calls missed the 8-hour target

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

Longest 29.8 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
305754Stacey ThomasLenovo ThinkPad T142026-01-09 15:4037.82 hr+29.8MLLicence renewal
305764Stacey ThomasApple MacBook Air M22026-02-03 08:009.35 hr+1.4SERetention change
305810Damian ArmstrongUbiquiti U6-Pro2026-06-02 09:408.53 hr+0.5KBLicence renewal

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
(Not recorded)Monitoring / server / security309 Feb 2026 – 20 Mar 2026
Karen TaylorMonitoring / server / security327 Feb 2026 – 30 Jun 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
HP ProBook 450 G6Monitoring / server / security419 Feb 2026 – 27 May 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
HOL790-10029620 Aug 2026Service RequestLeaver process
User admin · SE · Head Office
P2Closed0.42 hr2.4 daysMet
HOL790-10029519 Aug 2026Service RequestNew printer driver rollout
Printing · TAG · Head Office
P3Closed0.08 hr2.1 daysMet
HOL790-10029418 Aug 2026Service RequestSuspicious sign-in review
Security · AB · Branch
P3Closed0.96 hr1.1 daysMet
HOL790-10029317 Aug 2026Incident · excludedToner replacement
Printing · TAG · Head Office
P2Resolved——n/a
HOL790-10029214 Aug 2026IncidentNew starter setup
User admin · TAG · Site 2
P4Closed3.11 hr1.1 daysMet
HOL790-10029107 Aug 2026IncidentPrinter offline
Printing · AB · Head Office
P2Closed1.21 hr17.6 hrMet
HOL790-10029006 Aug 2026Quote · excludedLicence renewal
Line of business app · KB · Head Office
P1Resolved——n/a
HOL790-10028931 Jul 2026IncidentSlow VPN
Network · BK · Head Office
P3Closed4.47 hr1.7 daysMet
HOL790-10028830 Jul 2026Quote · excludedReport not generating
Line of business app · ML · Head Office
P2Open——n/a
HOL790-10028728 Jul 2026Quote · excludedCall quality issue
Telephony · KB · Head Office
P2In Progress——n/a
HOL790-10028627 Jul 2026IncidentPermission change
User admin · BK · Head Office
P2Closed1.20 hr1.8 hrMet
HOL790-10028524 Jul 2026Incident · excludedBackup job failed
Backup · AB · Remote
P3Resolved——n/a
HOL790-10028423 Jul 2026IncidentSpoofed email reported
Email · BK · Head Office
P4Closed5.17 hr2.2 daysMet
HOL790-10028321 Jul 2026Quote · excludedDocking station not detected
Hardware · BK · Site 2
P3Open——n/a
HOL790-10028217 Jul 2026Incident · excludedDatabase timeout
Line of business app · SE · Branch
P2Closed——n/a
HOL790-10028116 Jul 2026IncidentHandset registration
Telephony · ML · Branch
P3Closed4.46 hr10.4 hrMet
HOL790-10028014 Jul 2026IncidentScan to email failing
Printing · SE · Site 2
P4Resolved0.90 hr1.6 daysMet
HOL790-10027911 Jul 2026Service RequestRetention change
Backup · ML · Branch
P3Resolved0.47 hr16.4 hrMet
HOL790-10027808 Jul 2026Quote · excludedReport not generating
Line of business app · SE · Site 2
P4Closed——n/a
HOL790-10027702 Jul 2026Service RequestSlow VPN
Network · TAG · Site 2
P2Closed4.36 hr2.3 daysMet
HOL790-10027601 Jul 2026IncidentNew starter setup
User admin · TAG · Branch
P4Resolved2.11 hr1.8 daysMet
HOL790-10027530 Jun 2026IncidentSuspicious sign-in review
Security · AB · Remote
P3Closed0.67 hr2.1 hrMet
HOL790-10027429 Jun 2026ChangeMailbox delegation
Email · KB · Head Office
P4Closed0.95 hr22.4 hrMet
HOL790-10027324 Jun 2026Planned Install · excludedScreen flickering
Hardware · SE · Site 2
P1Resolved——n/a
HOL790-10027223 Jun 2026Service RequestMessage quarantined
Email · BK · Remote
P3Closed0.61 hr4.2 hrMet
HOL790-10027119 Jun 2026Service RequestToner replacement
Printing · TAG · Remote
P3Resolved0.80 hr20.5 hrMet
HOL790-10027011 Jun 2026IncidentDistribution list change
Email · AB · Remote
P2Resolved3.87 hr2.4 daysMet
HOL790-10026910 Jun 2026Incident · excludedName change request
User admin · KB · Remote
P1Resolved——n/a
HOL790-10026805 Jun 2026Quote · excludedScan to email failing
Printing · BK · Head Office
P4Closed——n/a
HOL790-10026704 Jun 2026Incident · excludedHandset registration
Telephony · SE · Head Office
P3Closed——n/a
HOL790-10026603 Jun 2026Service Request · excludedDistribution list change
Email · ML · Head Office
P2Closed——n/a
HOL790-10026502 Jun 2026IncidentLicence renewal
Line of business app · KB · Head Office
P4Closed8.53 hr1.5 hrMissed
HOL790-10026401 Jun 2026Planned Install · excludedWi-Fi dropouts in warehouse
Network · TAG · Head Office
P2Resolved——n/a
HOL790-10026327 May 2026Service RequestPhishing report triage
Security · AB · Head Office
P3Closed0.96 hr2.1 daysMet
HOL790-10026226 May 2026IncidentVoicemail not delivering
Telephony · BK · Remote
P3Resolved2.94 hr14.8 hrMet
HOL790-10026125 May 2026Incident · excludedCall quality issue
Telephony · KB · Head Office
P3Resolved——n/a
HOL790-10026022 May 2026Quote · excludedScreen flickering
Hardware · ML · Head Office
P2Closed——n/a
HOL790-10025921 May 2026Planned Install · excludedMailbox delegation
Email · BK · Head Office
P4Resolved——n/a
HOL790-10025818 May 2026IncidentSlow VPN
Network · KB · Head Office
P3Resolved1.37 hr3.4 hrMet
HOL790-10025714 May 2026Quote · excludedDatabase timeout
Line of business app · TAG · Branch
P3Resolved——n/a
HOL790-10025613 May 2026Quote · excludedDistribution list change
Email · SE · Head Office
P4Closed——n/a
HOL790-10025511 May 2026Service Request · excludedSite offline
Network · BK · Remote
P3Resolved——n/a
HOL790-10025408 May 2026Quote · excludedDistribution list change
Email · BK · Remote
P4Closed——n/a
HOL790-10025306 May 2026Project · excludedOneDrive sync conflict
Microsoft 365 · BK · Head Office
P3Closed——n/a
HOL790-10025205 May 2026Quote · excludedOutlook not syncing
Microsoft 365 · TAG · Remote
P3Closed——n/a
HOL790-10025101 May 2026Quote · excludedBackup capacity review
Backup · BK · Remote
P3Resolved——n/a
HOL790-10025028 Apr 2026IncidentSuspicious sign-in review
Security · KB · Head Office
P2Resolved0.09 hr1.8 daysMet
HOL790-10024927 Apr 2026IncidentVoicemail not delivering
Telephony · BK · Head Office
P3Closed1.89 hr2.3 daysMet
HOL790-10024824 Apr 2026Incident · excludedNew starter setup
User admin · BK · Branch
P2Closed——n/a
HOL790-10024721 Apr 2026IncidentName change request
User admin · SE · Branch
P3Resolved0.85 hr1.1 daysMet
HOL790-10024620 Apr 2026ChangePrinter offline
Printing · AB · Head Office
P3Resolved0.73 hr1.3 daysMet
HOL790-10024515 Apr 2026Quote · excludedSwitch port fault
Network · AB · Head Office
P4Closed——n/a
HOL790-10024414 Apr 2026Quote · excludedSlow VPN
Network · TAG · Head Office
P3Resolved——n/a
HOL790-10024313 Apr 2026Service Request · excludedReport not generating
Line of business app · BK · Remote
P1Closed——n/a
HOL790-10024206 Apr 2026IncidentNew printer driver rollout
Printing · TAG · Head Office
P4Resolved4.53 hr8.8 hrMet
HOL790-10024127 Mar 2026Change · excludedEndpoint alert investigation
Security · AB · Head Office
P2Resolved——n/a
HOL790-10024023 Mar 2026Project · excludedPhishing report triage
Security · AB · Head Office
P3Resolved——n/a
HOL790-10023920 Mar 2026ChangeSlow VPN
Network · ML · Remote
P3Resolved0.86 hr1.3 daysMet
HOL790-10023819 Mar 2026IncidentBackup job failed
Backup · KB · Remote
P2Closed1.13 hr1.0 daysMet
HOL790-10023718 Mar 2026Quote · excludedScreen flickering
Hardware · AB · Head Office
P4Resolved——n/a
HOL790-10023617 Mar 2026ChangeLicence renewal
Line of business app · ML · Head Office
P2Resolved0.50 hr13.4 hrMet
HOL790-10023511 Mar 2026IncidentName change request
User admin · BK · Remote
P4Closed0.35 hr2.3 daysMet
HOL790-10023410 Mar 2026Service RequestApplication crash on launch
Line of business app · BK · Branch
P3Closed2.24 hr17.4 hrMet
HOL790-10023304 Mar 2026Service RequestBackup job failed
Backup · AB · Head Office
P3Resolved1.66 hr13.8 hrMet
HOL790-10023203 Mar 2026Quote · excludedMailbox delegation
Email · AB · Head Office
P4Resolved——n/a
HOL790-10023102 Mar 2026Quote · excludedReplacement keyboard
Hardware · BK · Branch
P4Resolved——n/a
HOL790-10023027 Feb 2026IncidentPhishing report triage
Security · TAG · Head Office
P4Closed0.19 hr2.1 daysMet
HOL790-10022923 Feb 2026Service RequestReport not generating
Line of business app · KB · Head Office
P2Resolved0.74 hr14.0 hrMet
HOL790-10022821 Feb 2026Project · excludedCall quality issue
Telephony · ML · Branch
P2Resolved——n/a
HOL790-10022719 Feb 2026IncidentEndpoint alert investigation
Security · TAG · Head Office
P4Closed0.29 hr2.1 daysMet
HOL790-10022618 Feb 2026IncidentCall quality issue
Telephony · SE · Head Office
P4Closed0.11 hr1.2 daysMet
HOL790-10022517 Feb 2026IncidentNew starter setup
User admin · SE · Remote
P3Closed0.24 hr2.4 daysMet
HOL790-10022415 Feb 2026ChangeLeaver process
User admin · SE · Head Office
P4Closed1.89 hr1.0 daysMet
HOL790-10022313 Feb 2026Quote · excludedLeaver process
User admin · ML · Branch
P4Closed——n/a
HOL790-10022209 Feb 2026Service RequestEndpoint alert investigation
Security · TAG · Branch
P3Resolved0.83 hr2.3 daysMet
HOL790-10022105 Feb 2026IncidentReport not generating
Line of business app · BK · Head Office
P3Resolved1.44 hr2.4 daysMet
HOL790-10022004 Feb 2026Planned Install · excludedOutlook not syncing
Microsoft 365 · BK · Head Office
P3Closed——n/a
HOL790-10021903 Feb 2026IncidentRetention change
Backup · SE · Head Office
P3Resolved9.35 hr1.1 daysMissed
HOL790-10021830 Jan 2026IncidentScan to email failing
Printing · BK · Head Office
P3Closed0.64 hr21.1 hrMet
HOL790-10021728 Jan 2026Service RequestLicence renewal
Line of business app · ML · Head Office
P4Closed4.55 hr1.1 daysMet
HOL790-10021626 Jan 2026ChangeSuspicious sign-in review
Security · SE · Head Office
P2Closed0.87 hr1.3 daysMet
HOL790-10021523 Jan 2026ChangeSharePoint permission request
Microsoft 365 · KB · Remote
P3Closed0.73 hr13.0 hrMet
HOL790-10021421 Jan 2026Service RequestLaptop will not boot
Hardware · KB · Head Office
P3Closed3.90 hr19.4 hrMet
HOL790-10021320 Jan 2026Incident · excludedSite offline
Network · SE · Head Office
P4Resolved——n/a
HOL790-10021215 Jan 2026IncidentNew extension setup
Telephony · ML · Head Office
P3Resolved0.55 hr1.6 daysMet
HOL790-10021113 Jan 2026Project · excludedScan to email failing
Printing · SE · Site 2
P2Closed——n/a
HOL790-10021012 Jan 2026Change · excludedApplication crash on launch
Line of business app · AB · Head Office
P3Closed——n/a
HOL790-10020909 Jan 2026Service RequestLicence renewal
Line of business app · ML · Head Office
P3Closed37.82 hr11.9 hrMissed
HOL790-10020808 Jan 2026Service RequestApplication crash on launch
Line of business app · TAG · Head Office
P3Resolved6.98 hr1.1 daysMet
HOL790-10020706 Jan 2026IncidentScan to email failing
Printing · BK · Head Office
P2Closed0.32 hr1.4 daysMet
HOL790-10020605 Jan 2026Quote · excludedWi-Fi dropouts in warehouse
Network · TAG · Head Office
P2Closed——n/a
HOL790-10020502 Jan 2026IncidentMessage quarantined
Email · AB · Head Office
P3Closed4.31 hr1.4 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.