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Hutton Estates Holdings

HUT025ActiveTime and materials

huttonestates.co.uk · Property · Account manager Priya Raman

Microsoft 365Healthy18 hr agoSupport & assets (SQL)Healthy8 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. 20 records in this selection sit outside that — quotes, projects and planned installs, plus 8 calls billed time and materials. They stay visible for volume context.

Service performance

80 eligible records in this year
Average first response
2.6 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
93.5%
5 call(s) over the 8-hour target
First-time fix
78.8%
Where the source records the field

Volume

Contract calls
80
100 calls logged in the period
Off contract
8
£2,810.25 chargeable
Open / closed
3 / 97
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

80
records
  • Email12
  • User admin12
  • Security9
  • Backup9
  • Network9
  • Microsoft 3657

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026802.60 hr93.5%520

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
Anne-Marie Cable102.66 hr100%0
Barry Ebbs103.77 hr89%1
Karen Taylor104.62 hr90%1
(Not recorded)81.38 hr100%0
Phil Jenkins74.94 hr86%1
Chloe Dempsey72.28 hr86%1
Stacey Thomas72.18 hr86%1
Kelly Gregory71.11 hr100%0
Aiden Higgins31.65 hr100%0
Rachael Parkin30.37 hr100%0
Damian Armstrong30.66 hr100%0
Julie Herbert31.18 hr100%0

5 contract calls missed the 8-hour target

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

Longest 20.4 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
303546Karen TaylorSamsung Galaxy A542026-04-02 10:0528.39 hr+20.4MLRetention change
303528Phil JenkinsWatchGuard T85-W2026-02-26 15:3524.58 hr+16.6KBBackup job failed
303584Barry EbbsApple MacBook Pro 142026-07-10 14:1820.21 hr+12.2TAGLeaver process
303561Chloe DempseyUbiquiti USW-Pro-242026-05-15 12:2311.01 hr+3.0KBPrinter offline
303534Stacey ThomasHP EliteBook 840 G92026-03-10 10:5510.67 hr+2.7ABNew starter setup

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Phil JenkinsBackup / restore313 Jan 2026 – 15 Jul 2026
Stacey ThomasUser administration310 Feb 2026 – 14 Aug 2026
Anne-Marie CableMonitoring / server / security312 Feb 2026 – 09 Apr 2026
Chloe DempseyEmail / Microsoft 365329 Apr 2026 – 22 Jun 2026
Anne-Marie CableEmail / Microsoft 365319 May 2026 – 18 Aug 2026
Kelly GregoryMonitoring / server / security325 May 2026 – 07 Aug 2026
Karen TaylorMonitoring / server / security330 Jun 2026 – 06 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
HP EliteBook 840 G9Email / Microsoft 365305 Jan 2026 – 29 Apr 2026
Dell Latitude E7470Backup / restore313 Jan 2026 – 15 Jul 2026
Dell OptiPlex 7010Monitoring / server / security312 Mar 2026 – 19 Jun 2026
Samsung Galaxy A54Monitoring / server / security327 Mar 2026 – 07 Aug 2026
Dell Latitude E7470Line of business app316 Apr 2026 – 11 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
HUT025-10027024 Aug 2026ChangeSpoofed email reported
Email · SE · Branch
P2Closed0.35 hr2.2 daysMet
HUT025-10026921 Aug 2026IncidentToner replacement
Printing · TAG · Head Office
P3Closed0.22 hr2.3 daysMet
HUT025-10026819 Aug 2026Service RequestPermission change
User admin · TAG · Site 2
P2Resolved0.84 hr17.6 hrMet
HUT025-10026718 Aug 2026ChangeMessage quarantined
Email · AB · Head Office
P4Closed1.10 hr0.2 hrMet
HUT025-10026617 Aug 2026IncidentSite offline
Network · AB · Head Office
P3Closed——n/a
HUT025-10026514 Aug 2026Service RequestNew starter setup
User admin · AB · Head Office
P3Resolved0.33 hr9.8 hrMet
HUT025-10026413 Aug 2026Project · excludedVoicemail not delivering
Telephony · AB · Head Office
P3Open——n/a
HUT025-10026312 Aug 2026Service RequestRetention change
Backup · TAG · Head Office
P4Resolved1.33 hr7.7 hrMet
HUT025-10026211 Aug 2026ChangeApplication crash on launch
Line of business app · ML · Head Office
P3Resolved0.66 hr2.4 daysMet
HUT025-10026107 Aug 2026IncidentSite offline
Network · TAG · Branch
P2Closed0.76 hr1.9 daysMet
HUT025-10026006 Aug 2026IncidentSuspicious sign-in review
Security · KB · Branch
P3Closed1.47 hr1.7 daysMet
HUT025-10025904 Aug 2026Planned Install · excludedOutlook not syncing
Microsoft 365 · KB · Head Office
P3Open——n/a
HUT025-10025831 Jul 2026Service RequestPrinter offline
Printing · ML · Branch
P2Resolved0.34 hr2.0 daysMet
HUT025-10025728 Jul 2026IncidentVoicemail not delivering
Telephony · SE · Head Office
P3Resolved0.73 hr6.3 hrMet
HUT025-10025627 Jul 2026IncidentSite offline
Network · TAG · Remote
P4Closed4.05 hr1.4 daysMet
HUT025-10025524 Jul 2026IncidentSlow VPN
Network · KB · Remote
P2Closed4.99 hr1.3 daysMet
HUT025-10025423 Jul 2026IncidentOneDrive sync conflict
Microsoft 365 · SE · Head Office
P4Closed3.96 hr1.3 daysMet
HUT025-10025322 Jul 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Head Office
P2Closed0.48 hr1.3 daysMet
HUT025-10025220 Jul 2026Planned Install · excludedHandset registration
Telephony · BK · Head Office
P4Open——n/a
HUT025-10025117 Jul 2026IncidentMessage quarantined
Email · KB · Head Office
P1Resolved0.30 hr12.5 hrMet
HUT025-10025015 Jul 2026IncidentBackup capacity review
Backup · BK · Branch
P4Closed5.90 hr1.2 daysMet
HUT025-10024913 Jul 2026IncidentBackup capacity review
Backup · SE · Head Office
P3Closed0.48 hr1.6 daysMet
HUT025-10024810 Jul 2026Service RequestLeaver process
User admin · TAG · Branch
P3Closed20.21 hr2.0 daysMissed
HUT025-10024709 Jul 2026Service RequestScreen flickering
Hardware · TAG · Site 2
P1Closed0.53 hr0.6 hrMet
HUT025-10024607 Jul 2026Service RequestCall quality issue
Telephony · KB · Remote
P3Resolved1.26 hr1.4 daysMet
HUT025-10024502 Jul 2026ChangeSite offline
Network · KB · Head Office
P3Resolved0.61 hr9.7 hrMet
HUT025-10024430 Jun 2026ChangeEndpoint alert investigation
Security · AB · Head Office
P3Closed0.92 hr11.6 hrMet
HUT025-10024329 Jun 2026Service RequestTeams sign-in loop
Microsoft 365 · SE · Branch
P4Closed6.08 hr8.7 hrMet
HUT025-10024226 Jun 2026ChangeLeaver process
User admin · SE · Branch
P1Resolved0.51 hr3.6 hrMet
HUT025-10024124 Jun 2026Quote · excludedScreen flickering
Hardware · KB · Site 2
P3Resolved——n/a
HUT025-10024023 Jun 2026Service RequestDistribution list change
Email · BK · Head Office
P3Resolved3.88 hr2.4 daysMet
HUT025-10023922 Jun 2026IncidentDistribution list change
Email · TAG · Site 2
P3Closed1.14 hr2.0 daysMet
HUT025-10023821 Jun 2026Service RequestDatabase timeout
Line of business app · ML · Head Office
P4Closed0.19 hr1.2 daysMet
HUT025-10023719 Jun 2026IncidentEndpoint alert investigation
Security · ML · Branch
P2Resolved1.38 hr1.1 daysMet
HUT025-10023616 Jun 2026IncidentTeams sign-in loop
Microsoft 365 · AB · Remote
P3Closed0.62 hr1.4 daysMet
HUT025-10023512 Jun 2026IncidentNew starter setup
User admin · SE · Remote
P3Resolved1.31 hr1.2 daysMet
HUT025-10023409 Jun 2026IncidentRetention change
Backup · BK · Remote
P3Closed0.35 hr1.9 daysMet
HUT025-10023308 Jun 2026Service RequestLeaver process
User admin · SE · Branch
P3Closed1.11 hr1.3 daysMet
HUT025-10023205 Jun 2026Planned Install · excludedDatabase timeout
Line of business app · BK · Remote
P3Closed——n/a
HUT025-10023102 Jun 2026Change · excludedDocking station not detected
Hardware · BK · Remote
P3Closed——n/a
HUT025-10023001 Jun 2026Incident · excludedOneDrive sync conflict
Microsoft 365 · AB · Head Office
P2Closed——n/a
HUT025-10022927 May 2026IncidentName change request
User admin · TAG · Head Office
P4Closed1.96 hr1.9 daysMet
HUT025-10022825 May 2026IncidentSwitch port fault
Network · TAG · Remote
P3Closed1.76 hr19.4 hrMet
HUT025-10022719 May 2026IncidentDistribution list change
Email · AB · Head Office
P3Closed——n/a
HUT025-10022618 May 2026Incident · excludedWi-Fi dropouts in warehouse
Network · SE · Branch
P4Closed——n/a
HUT025-10022515 May 2026IncidentPrinter offline
Printing · KB · Head Office
P4Resolved11.01 hr5.6 hrMissed
HUT025-10022414 May 2026Service RequestBackup job failed
Backup · TAG · Head Office
P4Resolved0.99 hr2.3 daysMet
HUT025-10022313 May 2026Service RequestScreen flickering
Hardware · TAG · Head Office
P3Resolved1.46 hr11.7 hrMet
HUT025-10022207 May 2026IncidentPhishing report triage
Security · SE · Remote
P3Resolved0.39 hr1.8 daysMet
HUT025-10022104 May 2026IncidentMailbox delegation
Email · KB · Branch
P3Closed1.13 hr1.3 daysMet
HUT025-10022029 Apr 2026IncidentSpoofed email reported
Email · BK · Site 2
P4Resolved0.94 hr2.3 daysMet
HUT025-10021921 Apr 2026Quote · excludedNew printer driver rollout
Printing · BK · Head Office
P2Resolved——n/a
HUT025-10021820 Apr 2026IncidentDistribution list change
Email · KB · Branch
P4Closed0.33 hr2.0 daysMet
HUT025-10021717 Apr 2026Service RequestNew extension setup
Telephony · KB · Head Office
P3Closed0.44 hr2.3 daysMet
HUT025-10021616 Apr 2026ChangeReport not generating
Line of business app · ML · Head Office
P2Closed3.27 hr1.0 daysMet
HUT025-10021514 Apr 2026IncidentPrinter offline
Printing · BK · Branch
P3Closed0.21 hr1.7 daysMet
HUT025-10021409 Apr 2026Service RequestSite offline
Network · TAG · Site 2
P4Closed0.18 hr9.0 hrMet
HUT025-10021307 Apr 2026IncidentDistribution list change
Email · ML · Head Office
P3Closed1.12 hr1.5 daysMet
HUT025-10021206 Apr 2026IncidentLaptop will not boot
Hardware · AB · Site 2
P3Closed——n/a
HUT025-10021103 Apr 2026Service Request · excludedSlow VPN
Network · BK · Branch
P3Resolved——n/a
HUT025-10021002 Apr 2026IncidentRetention change
Backup · ML · Remote
P4Closed28.39 hr19.5 hrMissed
HUT025-10020901 Apr 2026ChangeOneDrive sync conflict
Microsoft 365 · KB · Remote
P4Resolved4.79 hr11.5 hrMet
HUT025-10020830 Mar 2026Quote · excludedRetention change
Backup · AB · Head Office
P1Resolved——n/a
HUT025-10020727 Mar 2026Service RequestSuspicious sign-in review
Security · TAG · Head Office
P2Closed0.50 hr19.2 hrMet
HUT025-10020626 Mar 2026IncidentScreen flickering
Hardware · ML · Remote
P4Resolved0.83 hr1.4 daysMet
HUT025-10020525 Mar 2026IncidentEndpoint alert investigation
Security · ML · Head Office
P3Resolved4.41 hr1.1 daysMet
HUT025-10020424 Mar 2026IncidentMFA reset
Security · KB · Branch
P2Closed0.43 hr1.1 daysMet
HUT025-10020318 Mar 2026IncidentNew starter setup
User admin · BK · Site 2
P4Closed1.21 hr22.1 hrMet
HUT025-10020217 Mar 2026IncidentVoicemail not delivering
Telephony · SE · Head Office
P3Resolved0.07 hr18.2 hrMet
HUT025-10020116 Mar 2026Project · excludedScan to email failing
Printing · TAG · Remote
P4Closed——n/a
HUT025-10020013 Mar 2026Service Request · excludedBackup capacity review
Backup · TAG · Remote
P3Resolved——n/a
HUT025-10019912 Mar 2026IncidentEndpoint alert investigation
Security · BK · Branch
P3Closed0.91 hr23.6 hrMet
HUT025-10019810 Mar 2026IncidentNew starter setup
User admin · AB · Head Office
P4Closed10.67 hr1.7 daysMissed
HUT025-10019709 Mar 2026Project · excludedToner replacement
Printing · ML · Head Office
P4Resolved——n/a
HUT025-10019607 Mar 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Branch
P3Closed0.97 hr1.4 daysMet
HUT025-10019506 Mar 2026Quote · excludedSwitch port fault
Network · SE · Branch
P4Closed——n/a
HUT025-10019403 Mar 2026Service RequestLicence renewal
Line of business app · AB · Head Office
P3Resolved4.42 hr1.6 daysMet
HUT025-10019327 Feb 2026IncidentLeaver process
User admin · AB · Head Office
P3Resolved1.06 hr3.7 hrMet
HUT025-10019226 Feb 2026Service RequestBackup job failed
Backup · KB · Remote
P3Resolved24.58 hr2.1 daysMissed
HUT025-10019123 Feb 2026Service RequestDocking station not detected
Hardware · SE · Head Office
P3Resolved0.92 hr0.3 hrMet
HUT025-10019019 Feb 2026IncidentPrinter offline
Printing · TAG · Site 2
P3Closed0.28 hr1.4 daysMet
HUT025-10018913 Feb 2026Service RequestNew extension setup
Telephony · KB · Head Office
P3Closed5.25 hr22.6 hrMet
HUT025-10018812 Feb 2026Service RequestWi-Fi dropouts in warehouse
Network · BK · Head Office
P2Resolved0.83 hr18.6 hrMet
HUT025-10018710 Feb 2026ChangeName change request
User admin · KB · Branch
P4Closed0.95 hr2.2 daysMet
HUT025-10018609 Feb 2026Planned Install · excludedCall quality issue
Telephony · ML · Branch
P4Resolved——n/a
HUT025-10018504 Feb 2026Service RequestScan to email failing
Printing · SE · Head Office
P3Closed1.24 hr14.5 hrMet
HUT025-10018403 Feb 2026Quote · excludedLicence renewal
Line of business app · ML · Branch
P2Closed——n/a
HUT025-10018302 Feb 2026Service RequestMailbox delegation
Email · ML · Branch
P3Closed1.34 hr1.6 daysMet
HUT025-10018230 Jan 2026IncidentRestore request
Backup · AB · Head Office
P3Resolved1.02 hr2.2 daysMet
HUT025-10018129 Jan 2026Incident · excludedNew extension setup
Telephony · ML · Head Office
P3Closed——n/a
HUT025-10018026 Jan 2026Service RequestReplacement keyboard
Hardware · BK · Head Office
P4Resolved0.59 hr1.9 daysMet
HUT025-10017920 Jan 2026Service Request · excludedPhishing report triage
Security · BK · Head Office
P3Closed——n/a
HUT025-10017816 Jan 2026Incident · excludedPrinter offline
Printing · AB · Head Office
P2Resolved——n/a
HUT025-10017715 Jan 2026Service RequestSlow VPN
Network · KB · Remote
P3Resolved0.80 hr1.1 daysMet
HUT025-10017614 Jan 2026ChangeNew printer driver rollout
Printing · TAG · Head Office
P4Closed6.24 hr14.3 hrMet
HUT025-10017513 Jan 2026Service RequestRetention change
Backup · BK · Head Office
P3Closed0.26 hr1.5 daysMet
HUT025-10017412 Jan 2026ChangePermission change
User admin · TAG · Head Office
P3Resolved1.10 hr1.9 daysMet
HUT025-10017308 Jan 2026Service RequestMailbox delegation
Email · BK · Head Office
P4Resolved0.47 hr11.7 hrMet
HUT025-10017205 Jan 2026ChangeTeams sign-in loop
Microsoft 365 · KB · Branch
P3Resolved0.50 hr1.9 daysMet
HUT025-10017101 Jan 2026IncidentEndpoint alert investigation
Security · KB · Remote
P2Closed1.34 hr2.1 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.