SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 15 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
34 eligible records in this yearAverage first response
3.2 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
93.5%
2 call(s) over the 8-hour target
First-time fix
73.5%
Where the source records the field
Volume
Contract calls
34
49 calls logged in the period
Off contract
8
£2,241 chargeable
Open / closed
0 / 49
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
34
records
- Network9
- Security6
- Line of business app4
- Printing4
- Backup4
- Telephony3
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 34 | 3.22 hr | 93.5% | 2 | 15 |
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 | 9 | 1.34 hr | 100% | 0 |
| Anne-Marie Cable | 6 | 1.95 hr | 100% | 0 |
| Phil Jenkins | 4 | 2.51 hr | 100% | 0 |
| Julie Herbert | 2 | 0.59 hr | 100% | 0 |
| Kelly Gregory | 2 | 2.58 hr | 100% | 0 |
| Stacey Thomas | 2 | 2.77 hr | 100% | 0 |
| Daniel Blacker | 2 | 20.38 hr | 50% | 1 |
| Chloe Dempsey | 2 | 0.58 hr | 100% | 0 |
| Barry Ebbs | 2 | 3.33 hr | 100% | 0 |
| (Not recorded) | 1 | 0.12 hr | 100% | 0 |
| Aiden Higgins | 1 | 9.54 hr | 0% | 1 |
| Damian Armstrong | 1 | 1.70 hr | 100% | 0 |
2 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 28.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303610 | Daniel Blacker | Ubiquiti UAP-AC-PRO | 2026-05-18 11:12 | 36.70 hr | +28.7 | ML | New printer driver rollout |
| 303594 | Aiden Higgins | HP EliteBook 840 G9 | 2026-03-05 09:40 | 9.54 hr | +1.5 | ML | New printer driver rollout |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 5 | 20 Jan 2026 – 08 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 06 Feb 2026 – 31 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Monitoring / server / security | 4 | 05 Jan 2026 – 07 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
49 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| HUT892-100132 | 25 Aug 2026 | Incident | Licence renewal Line of business app · TAG · Branch | P4 | Closed | 5.98 hr | 13.2 hr | Met |
| HUT892-100131 | 21 Aug 2026 | Project · excluded | Call quality issue Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| HUT892-100130 | 19 Aug 2026 | Incident | New extension setup Telephony · ML · Head Office | P4 | Resolved | 0.21 hr | 5.8 hr | Met |
| HUT892-100129 | 07 Aug 2026 | Change | MFA reset Security · AB · Remote | P3 | Closed | 5.34 hr | 1.2 days | Met |
| HUT892-100128 | 31 Jul 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Closed | 0.38 hr | 1.8 days | Met |
| HUT892-100127 | 28 Jul 2026 | Incident | Scan to email failing Printing · TAG · Site 2 | P4 | Closed | 4.95 hr | 1.2 days | Met |
| HUT892-100126 | 21 Jul 2026 | Incident | Site offline Network · AB · Remote | P3 | Closed | 2.60 hr | 16.3 hr | Met |
| HUT892-100125 | 17 Jul 2026 | Incident | Restore request Backup · BK · Remote | P2 | Closed | 0.54 hr | 2.1 days | Met |
| HUT892-100124 | 16 Jul 2026 | Service Request | Screen flickering Hardware · AB · Branch | P3 | Resolved | 1.70 hr | 1.7 days | Met |
| HUT892-100123 | 13 Jul 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Resolved | 4.06 hr | 1.2 days | Met |
| HUT892-100122 | 08 Jul 2026 | Service Request | Site offline Network · SE · Head Office | P4 | Resolved | 1.12 hr | 2.0 days | Met |
| HUT892-100121 | 07 Jul 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Resolved | 4.06 hr | 23.5 hr | Met |
| HUT892-100120 | 03 Jul 2026 | Service Request | Slow VPN Network · KB · Head Office | P4 | Closed | — | — | n/a |
| HUT892-100119 | 30 Jun 2026 | Quote · excluded | Backup capacity review Backup · BK · Head Office | P1 | Closed | — | — | n/a |
| HUT892-100118 | 26 Jun 2026 | Change | Report not generating Line of business app · ML · Head Office | P3 | Closed | 1.45 hr | 1.7 days | Met |
| HUT892-100117 | 16 Jun 2026 | Project · excluded | Distribution list change Email · ML · Remote | P3 | Resolved | — | — | n/a |
| HUT892-100116 | 15 Jun 2026 | Service Request · excluded | Handset registration Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| HUT892-100115 | 29 May 2026 | Incident | Permission change User admin · AB · Head Office | P2 | Resolved | 0.62 hr | 11.8 hr | Met |
| HUT892-100114 | 27 May 2026 | Incident | Printer offline Printing · KB · Site 2 | P2 | Resolved | 4.20 hr | 11.8 hr | Met |
| HUT892-100113 | 18 May 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Closed | 36.70 hr | 1.7 days | Missed |
| HUT892-100112 | 07 May 2026 | Service Request · excluded | Scan to email failing Printing · ML · Head Office | P2 | Resolved | — | — | n/a |
| HUT892-100111 | 30 Apr 2026 | Service Request | Message quarantined Email · ML · Head Office | P3 | Closed | 1.48 hr | 1.4 days | Met |
| HUT892-100110 | 23 Apr 2026 | Service Request | MFA reset Security · KB · Branch | P3 | Closed | 0.54 hr | 22.8 hr | Met |
| HUT892-100109 | 21 Apr 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Closed | 6.58 hr | 22.1 hr | Met |
| HUT892-100108 | 20 Apr 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Resolved | 0.50 hr | 1.0 days | Met |
| HUT892-100107 | 10 Apr 2026 | Incident · excluded | Mailbox delegation Email · TAG · Branch | P3 | Closed | — | — | n/a |
| HUT892-100106 | 08 Apr 2026 | Quote · excluded | Spoofed email reported Email · ML · Head Office | P4 | Closed | — | — | n/a |
| HUT892-100105 | 06 Apr 2026 | Change | Replacement keyboard Hardware · ML · Branch | P3 | Closed | 0.86 hr | 2.2 days | Met |
| HUT892-100104 | 04 Apr 2026 | Change | Wi-Fi dropouts in warehouse Network · SE · Head Office | P2 | Resolved | — | — | n/a |
| HUT892-100103 | 27 Mar 2026 | Service Request | Backup job failed Backup · ML · Head Office | P3 | Closed | 0.19 hr | 12.1 hr | Met |
| HUT892-100102 | 26 Mar 2026 | Planned Install · excluded | New extension setup Telephony · SE · Remote | P3 | Closed | — | — | n/a |
| HUT892-100101 | 25 Mar 2026 | Project · excluded | Report not generating Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| HUT892-100100 | 20 Mar 2026 | Incident · excluded | Backup job failed Backup · KB · Head Office | P2 | Closed | — | — | n/a |
| HUT892-100099 | 18 Mar 2026 | Service Request · excluded | Leaver process User admin · TAG · Head Office | P4 | Closed | — | — | n/a |
| HUT892-100098 | 16 Mar 2026 | Incident · excluded | Retention change Backup · TAG · Head Office | P1 | Resolved | — | — | n/a |
| HUT892-100097 | 05 Mar 2026 | Incident | New printer driver rollout Printing · ML · Branch | P4 | Closed | 9.54 hr | 2.1 days | Missed |
| HUT892-100096 | 03 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 0.52 hr | 1.1 days | Met |
| HUT892-100095 | 27 Feb 2026 | Incident | Site offline Network · ML · Remote | P3 | Closed | — | — | n/a |
| HUT892-100094 | 26 Feb 2026 | Change · excluded | Toner replacement Printing · ML · Head Office | P2 | Closed | — | — | n/a |
| HUT892-100093 | 18 Feb 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Branch | P4 | Closed | — | — | n/a |
| HUT892-100092 | 11 Feb 2026 | Incident | New extension setup Telephony · SE · Remote | P3 | Resolved | 0.52 hr | 1.2 days | Met |
| HUT892-100091 | 07 Feb 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 0.97 hr | 1.2 days | Met |
| HUT892-100090 | 06 Feb 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Closed | 0.77 hr | 2.1 days | Met |
| HUT892-100089 | 20 Jan 2026 | Service Request | Slow VPN Network · ML · Remote | P3 | Closed | 1.15 hr | 2.3 days | Met |
| HUT892-100088 | 12 Jan 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Closed | — | — | n/a |
| HUT892-100087 | 10 Jan 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Closed | 0.12 hr | 1.8 days | Met |
| HUT892-100086 | 09 Jan 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P1 | Closed | 0.69 hr | 15.0 hr | Met |
| HUT892-100085 | 05 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Resolved | 0.11 hr | 2.3 days | Met |
| HUT892-100084 | 04 Jan 2026 | Incident | Report not generating Line of business app · AB · Head Office | P4 | Closed | 1.33 hr | 2.4 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.