SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 31 records in this selection sit outside that — quotes, projects and planned installs, plus 7 calls billed time and materials. They stay visible for volume context.
Service performance
91 eligible records in this yearAverage first response
4.8 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.8%
9 call(s) over the 8-hour target
First-time fix
64.8%
Where the source records the field
Volume
Contract calls
91
122 calls logged in the period
Off contract
7
£4,493.25 chargeable
Open / closed
2 / 120
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
91
records
- Email15
- User admin12
- Telephony11
- Hardware10
- Microsoft 3658
- Network8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 91 | 4.78 hr | 89.8% | 9 | 31 |
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 | 17 | 3.26 hr | 94% | 1 |
| Karen Taylor | 12 | 12.54 hr | 92% | 1 |
| Barry Ebbs | 10 | 3.44 hr | 89% | 1 |
| Stacey Thomas | 9 | 0.96 hr | 100% | 0 |
| Daniel Blacker | 8 | 1.82 hr | 100% | 0 |
| Phil Jenkins | 7 | 5.24 hr | 86% | 1 |
| Kelly Gregory | 6 | 10.22 hr | 67% | 2 |
| Julie Herbert | 6 | 2.99 hr | 83% | 1 |
| Rachael Parkin | 5 | 5.96 hr | 50% | 2 |
| (Not recorded) | 4 | 2.67 hr | 100% | 0 |
| Aiden Higgins | 3 | 2.12 hr | 100% | 0 |
| Damian Armstrong | 2 | 1.11 hr | 100% | 0 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 120.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306581 | Karen Taylor | HP ProDesk 400 G7 | 2026-08-10 11:14 | 128.10 hr | +120.1 | SE | Laptop will not boot |
| 306518 | Kelly Gregory | Samsung Galaxy A54 | 2026-04-17 16:08 | 46.92 hr | +38.9 | ML | Handset registration |
| 306490 | Phil Jenkins | Samsung Galaxy A54 | 2026-02-13 13:58 | 31.97 hr | +24.0 | ML | Backup capacity review |
| 306493 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-02-19 14:51 | 21.94 hr | +13.9 | KB | Site offline |
| 306555 | Barry Ebbs | HP ProDesk 400 G7 | 2026-06-25 14:30 | 10.81 hr | +2.8 | TAG | New starter setup |
| 306475 | Kelly Gregory | Brother MFC-L8690 | 2026-01-10 16:37 | 10.57 hr | +2.6 | SE | Application crash on launch |
| 306528 | Rachael Parkin | Dell Latitude E7470 | 2026-05-06 11:43 | 9.10 hr | +1.1 | BK | New extension setup |
| 306533 | Rachael Parkin | Samsung Galaxy S23 | 2026-05-13 16:56 | 8.91 hr | +0.9 | KB | Printer offline |
| 306564 | Julie Herbert | Apple MacBook Pro 14 | 2026-07-08 09:54 | 8.74 hr | +0.7 | AB | Backup capacity review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 6 | 02 Jan 2026 – 20 Aug 2026 |
| Anne-Marie Cable | Telephony | 4 | 06 Jan 2026 – 11 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 08 Jan 2026 – 19 Feb 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 12 Jun 2026 – 19 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 3 | 07 Jan 2026 – 25 May 2026 |
| Phil Jenkins | Monitoring / server / security | 3 | 27 Feb 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Printing | 3 | 31 Mar 2026 – 19 May 2026 |
| Barry Ebbs | User administration | 3 | 08 Apr 2026 – 25 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Telephony | 4 | 06 Jan 2026 – 21 May 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 07 Jan 2026 – 01 Jul 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 26 Feb 2026 – 31 Jul 2026 |
| Brother MFC-L8690 | Monitoring / server / security | 3 | 03 Feb 2026 – 24 Jun 2026 |
| Samsung Galaxy S23 | Printing | 3 | 08 Mar 2026 – 13 May 2026 |
| Lenovo ThinkCentre M70q | User administration | 3 | 20 Apr 2026 – 22 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
122 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| HUT539-100386 | 25 Aug 2026 | Incident | Endpoint alert investigation Security · AB · Branch | P4 | Resolved | 0.39 hr | 1.9 days | Met |
| HUT539-100385 | 24 Aug 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 0.57 hr | 2.0 days | Met |
| HUT539-100384 | 21 Aug 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 3.56 hr | 2.5 days | Met |
| HUT539-100383 | 20 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Closed | 5.04 hr | 1.6 days | Met |
| HUT539-100382 | 19 Aug 2026 | Incident | Spoofed email reported Email · ML · Remote | P4 | Closed | 3.23 hr | 19.5 hr | Met |
| HUT539-100381 | 18 Aug 2026 | Quote · excluded | Backup capacity review Backup · AB · Head Office | P2 | Closed | — | — | n/a |
| HUT539-100380 | 14 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100379 | 12 Aug 2026 | Incident | New extension setup Telephony · AB · Remote | P4 | Closed | 6.94 hr | 1.3 days | Met |
| HUT539-100378 | 11 Aug 2026 | Change | New extension setup Telephony · KB · Head Office | P4 | Closed | 4.53 hr | 5.9 hr | Met |
| HUT539-100377 | 10 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | 128.10 hr | 0.3 hr | Missed |
| HUT539-100376 | 06 Aug 2026 | Change | Backup capacity review Backup · SE · Head Office | P2 | Resolved | 4.15 hr | 2.0 days | Met |
| HUT539-100375 | 05 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Open | — | — | n/a |
| HUT539-100374 | 04 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 0.10 hr | 1.6 days | Met |
| HUT539-100373 | 03 Aug 2026 | Change | Distribution list change Email · KB · Branch | P4 | Resolved | 0.28 hr | 1.6 days | Met |
| HUT539-100372 | 31 Jul 2026 | Incident | Message quarantined Email · ML · Remote | P3 | Resolved | 0.30 hr | 19.9 hr | Met |
| HUT539-100371 | 28 Jul 2026 | Planned Install · excluded | Suspicious sign-in review Security · TAG · Branch | P3 | Closed | — | — | n/a |
| HUT539-100370 | 24 Jul 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | 4.86 hr | 17.4 hr | Met |
| HUT539-100369 | 23 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Site 2 | P3 | Closed | 0.68 hr | 2.4 days | Met |
| HUT539-100368 | 22 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 2.46 hr | 2.2 days | Met |
| HUT539-100367 | 21 Jul 2026 | Incident | Toner replacement Printing · BK · Remote | P3 | Closed | 0.26 hr | 9.5 hr | Met |
| HUT539-100366 | 20 Jul 2026 | Project · excluded | New extension setup Telephony · ML · Branch | P3 | In Progress | — | — | n/a |
| HUT539-100365 | 16 Jul 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Branch | P3 | Resolved | — | — | n/a |
| HUT539-100364 | 14 Jul 2026 | Service Request | Docking station not detected Hardware · SE · Remote | P2 | Closed | 1.11 hr | 22.9 hr | Met |
| HUT539-100363 | 13 Jul 2026 | Service Request | Laptop will not boot Hardware · ML · Site 2 | P2 | Resolved | 2.42 hr | 20.1 hr | Met |
| HUT539-100362 | 10 Jul 2026 | Change | Slow VPN Network · BK · Remote | P3 | Closed | 0.14 hr | 23.4 hr | Met |
| HUT539-100361 | 09 Jul 2026 | Quote · excluded | Printer offline Printing · SE · Head Office | P4 | Resolved | — | — | n/a |
| HUT539-100360 | 08 Jul 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Resolved | 8.74 hr | 3.3 hr | Missed |
| HUT539-100359 | 07 Jul 2026 | Project · excluded | Permission change User admin · BK · Branch | P3 | Resolved | — | — | n/a |
| HUT539-100358 | 06 Jul 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | 0.84 hr | 1.5 days | Met |
| HUT539-100357 | 03 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P1 | Closed | — | — | n/a |
| HUT539-100356 | 02 Jul 2026 | Project · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100355 | 01 Jul 2026 | Incident | Distribution list change Email · BK · Head Office | P4 | Closed | 2.66 hr | 7.6 hr | Met |
| HUT539-100354 | 30 Jun 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Closed | 0.97 hr | 1.2 days | Met |
| HUT539-100353 | 29 Jun 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Resolved | 4.69 hr | 13.5 hr | Met |
| HUT539-100352 | 26 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P2 | Closed | 4.79 hr | 1.9 days | Met |
| HUT539-100351 | 25 Jun 2026 | Incident | New starter setup User admin · TAG · Branch | P4 | Closed | 10.81 hr | 1.8 days | Missed |
| HUT539-100350 | 24 Jun 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P2 | Resolved | 1.85 hr | 2.3 days | Met |
| HUT539-100349 | 22 Jun 2026 | Incident | Permission change User admin · TAG · Head Office | P2 | Closed | 1.32 hr | 1.5 days | Met |
| HUT539-100348 | 19 Jun 2026 | Incident · excluded | MFA reset Security · BK · Remote | P4 | Resolved | — | — | n/a |
| HUT539-100347 | 18 Jun 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Closed | 0.97 hr | 2.0 days | Met |
| HUT539-100346 | 17 Jun 2026 | Quote · excluded | Message quarantined Email · KB · Remote | P3 | Closed | — | — | n/a |
| HUT539-100345 | 16 Jun 2026 | Service Request | MFA reset Security · ML · Site 2 | P3 | Resolved | 0.41 hr | 13.5 hr | Met |
| HUT539-100344 | 13 Jun 2026 | Incident · excluded | New printer driver rollout Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| HUT539-100343 | 12 Jun 2026 | Change | OneDrive sync conflict Microsoft 365 · BK · Branch | P4 | Closed | 0.89 hr | 11.4 hr | Met |
| HUT539-100342 | 11 Jun 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Closed | 0.52 hr | 1.5 days | Met |
| HUT539-100341 | 10 Jun 2026 | Service Request · excluded | Slow VPN Network · KB · Head Office | P3 | Resolved | — | — | n/a |
| HUT539-100340 | 08 Jun 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P2 | Closed | 0.16 hr | 1.2 days | Met |
| HUT539-100339 | 05 Jun 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · ML · Remote | P4 | Closed | — | — | n/a |
| HUT539-100338 | 03 Jun 2026 | Change · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100337 | 02 Jun 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P2 | Resolved | 1.86 hr | 2.1 days | Met |
| HUT539-100336 | 29 May 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Resolved | 1.36 hr | 1.8 days | Met |
| HUT539-100335 | 28 May 2026 | Project · excluded | Slow VPN Network · ML · Branch | P3 | Closed | — | — | n/a |
| HUT539-100334 | 25 May 2026 | Incident | Distribution list change Email · KB · Site 2 | P2 | Resolved | 4.01 hr | 0.9 hr | Met |
| HUT539-100333 | 21 May 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P4 | Resolved | 0.21 hr | 11.0 hr | Met |
| HUT539-100332 | 20 May 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 0.44 hr | 5.0 hr | Met |
| HUT539-100331 | 19 May 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P2 | Closed | 3.96 hr | 1.0 days | Met |
| HUT539-100330 | 15 May 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Closed | 0.29 hr | 2.3 days | Met |
| HUT539-100329 | 13 May 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Resolved | 8.91 hr | 1.7 days | Missed |
| HUT539-100328 | 12 May 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Resolved | 1.33 hr | 1.3 days | Met |
| HUT539-100327 | 11 May 2026 | Project · excluded | Endpoint alert investigation Security · AB · Head Office | P2 | Closed | — | — | n/a |
| HUT539-100326 | 08 May 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100325 | 07 May 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | 5.80 hr | 10.5 hr | Met |
| HUT539-100324 | 06 May 2026 | Service Request | New extension setup Telephony · BK · Head Office | P4 | Resolved | 9.10 hr | 1.7 days | Missed |
| HUT539-100323 | 05 May 2026 | Service Request | Mailbox delegation Email · KB · Remote | P2 | Resolved | 0.74 hr | 11.6 hr | Met |
| HUT539-100322 | 29 Apr 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Resolved | 1.21 hr | 2.4 days | Met |
| HUT539-100321 | 28 Apr 2026 | Incident | Scan to email failing Printing · TAG · Branch | P2 | Closed | 0.98 hr | 1.3 days | Met |
| HUT539-100320 | 27 Apr 2026 | Incident | Name change request User admin · KB · Site 2 | P3 | Resolved | 2.84 hr | 1.4 days | Met |
| HUT539-100319 | 24 Apr 2026 | Service Request | Backup capacity review Backup · KB · Branch | P3 | Resolved | 2.08 hr | 1.7 days | Met |
| HUT539-100318 | 23 Apr 2026 | Service Request | Leaver process User admin · TAG · Head Office | P3 | Closed | 1.04 hr | 2.4 days | Met |
| HUT539-100317 | 22 Apr 2026 | Service Request | Switch port fault Network · ML · Head Office | P4 | Closed | 0.25 hr | 22.5 hr | Met |
| HUT539-100316 | 21 Apr 2026 | Service Request | Distribution list change Email · BK · Site 2 | P3 | Resolved | 1.70 hr | 1.4 days | Met |
| HUT539-100315 | 20 Apr 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Closed | 0.47 hr | 15.1 hr | Met |
| HUT539-100314 | 17 Apr 2026 | Service Request | Handset registration Telephony · ML · Head Office | P2 | Resolved | 46.92 hr | 2.0 days | Missed |
| HUT539-100313 | 15 Apr 2026 | Quote · excluded | Site offline Network · SE · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100312 | 10 Apr 2026 | Incident | New printer driver rollout Printing · ML · Branch | P2 | Resolved | 3.81 hr | 1.2 days | Met |
| HUT539-100311 | 08 Apr 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Resolved | 3.15 hr | 10.0 hr | Met |
| HUT539-100310 | 06 Apr 2026 | Planned Install · excluded | Name change request User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| HUT539-100309 | 02 Apr 2026 | Incident | Spoofed email reported Email · BK · Head Office | P3 | Closed | 0.39 hr | 1.5 days | Met |
| HUT539-100308 | 01 Apr 2026 | Project · excluded | Distribution list change Email · ML · Head Office | P4 | Closed | — | — | n/a |
| HUT539-100307 | 31 Mar 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P2 | Resolved | 1.61 hr | 20.7 hr | Met |
| HUT539-100306 | 26 Mar 2026 | Service Request | Name change request User admin · ML · Remote | P4 | Resolved | 1.27 hr | 20.0 hr | Met |
| HUT539-100305 | 24 Mar 2026 | Incident | Voicemail not delivering Telephony · TAG · Branch | P3 | Closed | 1.34 hr | 2.3 days | Met |
| HUT539-100304 | 23 Mar 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Resolved | — | — | n/a |
| HUT539-100303 | 17 Mar 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P2 | Closed | — | — | n/a |
| HUT539-100302 | 13 Mar 2026 | Project · excluded | Slow VPN Network · AB · Branch | P4 | Closed | — | — | n/a |
| HUT539-100301 | 12 Mar 2026 | Project · excluded | Backup job failed Backup · ML · Branch | P2 | Closed | — | — | n/a |
| HUT539-100300 | 11 Mar 2026 | Service Request | Leaver process User admin · KB · Site 2 | P3 | Resolved | 0.70 hr | 1.4 days | Met |
| HUT539-100299 | 10 Mar 2026 | Incident | Site offline Network · ML · Head Office | P4 | Closed | 0.27 hr | 2.1 days | Met |
| HUT539-100298 | 08 Mar 2026 | Service Request | Printer offline Printing · KB · Head Office | P2 | Resolved | 1.25 hr | 1.6 days | Met |
| HUT539-100297 | 06 Mar 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| HUT539-100296 | 05 Mar 2026 | Incident | Handset registration Telephony · TAG · Remote | P2 | Closed | 1.77 hr | 1.8 days | Met |
| HUT539-100295 | 03 Mar 2026 | Incident | Report not generating Line of business app · ML · Head Office | P4 | Closed | 0.52 hr | 1.3 days | Met |
| HUT539-100294 | 02 Mar 2026 | Incident | Spoofed email reported Email · KB · Branch | P4 | Resolved | 5.27 hr | 15.6 hr | Met |
| HUT539-100293 | 27 Feb 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Closed | 1.12 hr | 2.0 days | Met |
| HUT539-100292 | 26 Feb 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.65 hr | 2.3 days | Met |
| HUT539-100291 | 25 Feb 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100290 | 23 Feb 2026 | Incident | Call quality issue Telephony · KB · Site 2 | P2 | Resolved | 0.18 hr | 15.8 hr | Met |
| HUT539-100289 | 19 Feb 2026 | Service Request | Site offline Network · KB · Head Office | P2 | Resolved | 21.94 hr | 1.6 days | Missed |
| HUT539-100288 | 18 Feb 2026 | Incident | Leaver process User admin · SE · Head Office | P3 | Resolved | 1.26 hr | 3.6 hr | Met |
| HUT539-100287 | 17 Feb 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P1 | Closed | 1.02 hr | 16.0 hr | Met |
| HUT539-100286 | 13 Feb 2026 | Service Request | Backup capacity review Backup · ML · Remote | P2 | Closed | 31.97 hr | 13.6 hr | Missed |
| HUT539-100285 | 12 Feb 2026 | Project · excluded | Screen flickering Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100284 | 11 Feb 2026 | Incident | MFA reset Security · AB · Head Office | P4 | Closed | — | — | n/a |
| HUT539-100283 | 06 Feb 2026 | Service Request | Phishing report triage Security · AB · Branch | P3 | Resolved | 1.06 hr | 2.5 days | Met |
| HUT539-100282 | 05 Feb 2026 | Planned Install · excluded | Restore request Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100281 | 04 Feb 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 0.84 hr | 1.6 days | Met |
| HUT539-100280 | 03 Feb 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P2 | Resolved | 3.24 hr | 1.9 days | Met |
| HUT539-100279 | 02 Feb 2026 | Incident | Mailbox delegation Email · SE · Branch | P4 | Resolved | 0.72 hr | 1.2 days | Met |
| HUT539-100278 | 29 Jan 2026 | Service Request · excluded | Laptop will not boot Hardware · SE · Head Office | P1 | Closed | — | — | n/a |
| HUT539-100277 | 28 Jan 2026 | Incident | New extension setup Telephony · TAG · Site 2 | P3 | Resolved | 0.45 hr | 6.2 hr | Met |
| HUT539-100276 | 27 Jan 2026 | Project · excluded | Database timeout Line of business app · KB · Site 2 | P3 | Resolved | — | — | n/a |
| HUT539-100275 | 19 Jan 2026 | Change | Leaver process User admin · AB · Remote | P4 | Resolved | 0.56 hr | 2.0 days | Met |
| HUT539-100274 | 16 Jan 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 0.13 hr | 1.3 days | Met |
| HUT539-100273 | 15 Jan 2026 | Change | Report not generating Line of business app · SE · Branch | P3 | Closed | 3.79 hr | 16.7 hr | Met |
| HUT539-100272 | 14 Jan 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| HUT539-100271 | 10 Jan 2026 | Incident | Application crash on launch Line of business app · SE · Remote | P2 | Closed | 10.57 hr | 1.6 days | Missed |
| HUT539-100270 | 09 Jan 2026 | Service Request | New starter setup User admin · AB · Head Office | P3 | Closed | 0.81 hr | 1.6 days | Met |
| HUT539-100269 | 08 Jan 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Resolved | 1.30 hr | 1.2 days | Met |
| HUT539-100268 | 07 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Closed | 4.52 hr | 4.2 hr | Met |
| HUT539-100267 | 06 Jan 2026 | Incident | Handset registration Telephony · SE · Site 2 | P3 | Closed | 1.16 hr | 2.3 hr | Met |
| HUT539-100266 | 05 Jan 2026 | Incident | Restore request Backup · SE · Remote | P3 | Resolved | 1.49 hr | 2.3 days | Met |
| HUT539-100265 | 02 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Closed | 6.23 hr | 2.1 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.