SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 30 records in this selection sit outside that — quotes, projects and planned installs, plus 16 calls billed time and materials. They stay visible for volume context.
Service performance
76 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.7%
7 call(s) over the 8-hour target
First-time fix
78.9%
Where the source records the field
Volume
Contract calls
76
106 calls logged in the period
Off contract
16
£3,325.5 chargeable
Open / closed
0 / 106
Across the selected period
Data-quality gaps
1
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
76
records
- Security14
- Microsoft 36510
- Telephony10
- Line of business app7
- User admin7
- Network6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 76 | 5.74 hr | 90.7% | 7 | 30 |
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 | 10 | 4.70 hr | 90% | 1 |
| Chloe Dempsey | 9 | 2.30 hr | 89% | 1 |
| (Not recorded) | 8 | 8.17 hr | 88% | 1 |
| Stacey Thomas | 8 | 8.06 hr | 75% | 2 |
| Daniel Blacker | 7 | 1.15 hr | 100% | 0 |
| Kelly Gregory | 7 | 0.96 hr | 100% | 0 |
| Anne-Marie Cable | 6 | 3.01 hr | 100% | 0 |
| Aiden Higgins | 5 | 4.54 hr | 75% | 1 |
| Barry Ebbs | 5 | 2.40 hr | 100% | 0 |
| Damian Armstrong | 4 | 37.89 hr | 75% | 1 |
| Julie Herbert | 3 | 1.84 hr | 100% | 0 |
| Phil Jenkins | 3 | 3.70 hr | 100% | 0 |
7 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 134.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304426 | Damian Armstrong | Apple MacBook Air M2 | 2026-05-14 15:11 | 142.19 hr | +134.2 | TAG | Outlook not syncing |
| 304369 | (Not recorded) | Apple MacBook Air M2 | 2026-01-12 11:08 | 44.30 hr | +36.3 | BK | Backup job failed |
| 304424 | Karen Taylor | Apple MacBook Pro 14 | 2026-05-09 09:49 | 34.34 hr | +26.3 | AB | Teams sign-in loop |
| 304419 | Stacey Thomas | Samsung Galaxy S23 | 2026-04-24 15:01 | 32.49 hr | +24.5 | BK | Phishing report triage |
| 304459 | Aiden Higgins | Apple iPhone 14 | 2026-08-03 14:02 | 15.07 hr | +7.1 | KB | Permission change |
| 304407 | Stacey Thomas | Samsung Galaxy S23 | 2026-04-01 14:16 | 10.42 hr | +2.4 | ML | Backup capacity review |
| 304421 | Chloe Dempsey | Samsung Galaxy A54 | 2026-04-28 09:08 | 8.09 hr | +0.1 | BK | Phishing report triage |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Telephony | 3 | 09 Jan 2026 – 25 Jun 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 15 Jan 2026 – 06 Apr 2026 |
| Barry Ebbs | Monitoring / server / security | 3 | 05 Feb 2026 – 03 Jul 2026 |
| Damian Armstrong | Email / Microsoft 365 | 3 | 19 Feb 2026 – 14 May 2026 |
| Kelly Gregory | Telephony | 3 | 25 Feb 2026 – 03 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Email / Microsoft 365 | 5 | 22 Jan 2026 – 14 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 4 | 03 Feb 2026 – 08 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
106 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ILK474-100278 | 25 Aug 2026 | Service Request | Permission change User admin · AB · Head Office | P3 | Resolved | 0.34 hr | 2.3 days | Met |
| ILK474-100277 | 22 Aug 2026 | Incident · excluded | Site offline Network · BK · Remote | P4 | Resolved | — | — | n/a |
| ILK474-100276 | 19 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Resolved | 0.66 hr | 4.2 hr | Met |
| ILK474-100275 | 18 Aug 2026 | Project · excluded | Name change request User admin · ML · Head Office | P2 | Closed | — | — | n/a |
| ILK474-100274 | 14 Aug 2026 | Service Request | Distribution list change Email · AB · Head Office | P4 | Closed | 0.43 hr | 18.5 hr | Met |
| ILK474-100273 | 12 Aug 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 2.71 hr | 1.1 days | Met |
| ILK474-100272 | 11 Aug 2026 | Service Request | Backup job failed Backup · KB · Head Office | P4 | Closed | 0.35 hr | 23.0 hr | Met |
| ILK474-100271 | 06 Aug 2026 | Incident · excluded | Retention change Backup · ML · Head Office | P4 | Closed | — | — | n/a |
| ILK474-100270 | 05 Aug 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | 2.09 hr | 17.3 hr | Met |
| ILK474-100269 | 04 Aug 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | 1.65 hr | 11.0 hr | Met |
| ILK474-100268 | 03 Aug 2026 | Incident | Permission change User admin · KB · Head Office | P1 | Resolved | 15.07 hr | 7.2 hr | Missed |
| ILK474-100267 | 29 Jul 2026 | Incident | Slow VPN Network · AB · Remote | P3 | Resolved | 4.57 hr | 1.5 days | Met |
| ILK474-100266 | 23 Jul 2026 | Change | Database timeout Line of business app · KB · Head Office | P3 | Closed | 1.41 hr | 1.2 days | Met |
| ILK474-100265 | 20 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P4 | Resolved | 1.23 hr | 3.7 hr | Met |
| ILK474-100264 | 17 Jul 2026 | Change · excluded | MFA reset Security · TAG · Remote | P3 | Closed | — | — | n/a |
| ILK474-100263 | 15 Jul 2026 | Planned Install · excluded | Slow VPN Network · BK · Branch | P4 | Resolved | — | — | n/a |
| ILK474-100262 | 14 Jul 2026 | Service Request | Message quarantined Email · KB · Head Office | P3 | Resolved | 3.86 hr | 1.4 days | Met |
| ILK474-100261 | 10 Jul 2026 | Quote · excluded | Spoofed email reported Email · TAG · Branch | P2 | Resolved | — | — | n/a |
| ILK474-100260 | 09 Jul 2026 | Planned Install · excluded | Name change request User admin · ML · Head Office | P2 | Resolved | — | — | n/a |
| ILK474-100259 | 08 Jul 2026 | Incident | Phishing report triage Security · SE · Head Office | P2 | Closed | — | — | n/a |
| ILK474-100258 | 07 Jul 2026 | Service Request | Handset registration Telephony · BK · Head Office | P4 | Resolved | 4.09 hr | 17.9 hr | Met |
| ILK474-100257 | 06 Jul 2026 | Incident | Backup job failed Backup · TAG · Head Office | P3 | Closed | 1.16 hr | 1.6 days | Met |
| ILK474-100256 | 03 Jul 2026 | Incident | Phishing report triage Security · SE · Head Office | P2 | Closed | 2.13 hr | 2.2 days | Met |
| ILK474-100255 | 02 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Head Office | P4 | Closed | — | — | n/a |
| ILK474-100254 | 01 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Resolved | 3.36 hr | 1.5 days | Met |
| ILK474-100253 | 29 Jun 2026 | Change | Licence renewal Line of business app · SE · Head Office | P4 | Resolved | 6.09 hr | 11.1 hr | Met |
| ILK474-100252 | 26 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 1.45 hr | 2.0 days | Met |
| ILK474-100251 | 25 Jun 2026 | Incident | Call quality issue Telephony · AB · Remote | P3 | Closed | 0.44 hr | 1.2 days | Met |
| ILK474-100250 | 22 Jun 2026 | Incident · excluded | Backup job failed Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| ILK474-100249 | 19 Jun 2026 | Service Request · excluded | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ILK474-100248 | 18 Jun 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Resolved | 5.64 hr | 1.9 days | Met |
| ILK474-100247 | 17 Jun 2026 | Change | Permission change User admin · SE · Head Office | P4 | Resolved | 4.47 hr | 14.9 hr | Met |
| ILK474-100246 | 16 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.16 hr | 11.7 hr | Met |
| ILK474-100245 | 12 Jun 2026 | Service Request | Printer offline Printing · ML · Remote | P4 | Resolved | 1.74 hr | 1.9 days | Met |
| ILK474-100244 | 11 Jun 2026 | Planned Install · excluded | Docking station not detected Hardware · ML · Head Office | P1 | Closed | — | — | n/a |
| ILK474-100243 | 08 Jun 2026 | Service Request · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ILK474-100242 | 05 Jun 2026 | Incident | Scan to email failing Printing · AB · Branch | P4 | Closed | 0.89 hr | 9.4 hr | Met |
| ILK474-100241 | 04 Jun 2026 | Service Request | Permission change User admin · ML · Branch | P3 | Resolved | 0.16 hr | 3.9 hr | Met |
| ILK474-100240 | 03 Jun 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P4 | Closed | 0.77 hr | 6.6 hr | Met |
| ILK474-100239 | 21 May 2026 | Incident · excluded | Permission change User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| ILK474-100238 | 18 May 2026 | Incident | Scan to email failing Printing · TAG · Site 2 | P3 | Closed | 1.03 hr | 1.2 days | Met |
| ILK474-100237 | 17 May 2026 | Project · excluded | Backup capacity review Backup · SE · Head Office | P3 | Resolved | — | — | n/a |
| ILK474-100236 | 15 May 2026 | Quote · excluded | New extension setup Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK474-100235 | 14 May 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Branch | P1 | Resolved | 142.19 hr | 17.1 hr | Missed |
| ILK474-100234 | 12 May 2026 | Service Request | Suspicious sign-in review Security · BK · Remote | P2 | Closed | 0.92 hr | 2.4 days | Met |
| ILK474-100233 | 09 May 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P2 | Closed | 34.34 hr | 20.4 hr | Missed |
| ILK474-100232 | 04 May 2026 | Incident · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| ILK474-100231 | 01 May 2026 | Quote · excluded | Endpoint alert investigation Security · BK · Remote | P3 | Closed | — | — | n/a |
| ILK474-100230 | 28 Apr 2026 | Service Request | Phishing report triage Security · BK · Remote | P4 | Closed | 8.09 hr | 2.0 days | Missed |
| ILK474-100229 | 27 Apr 2026 | Service Request · excluded | New starter setup User admin · ML · Remote | P3 | Resolved | — | — | n/a |
| ILK474-100228 | 24 Apr 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Closed | 32.49 hr | 1.6 days | Missed |
| ILK474-100227 | 23 Apr 2026 | Change | SharePoint permission request Microsoft 365 · AB · Branch | P3 | Closed | 3.09 hr | 2.2 days | Met |
| ILK474-100226 | 22 Apr 2026 | Incident | New extension setup Telephony · ML · Branch | P3 | Resolved | 7.97 hr | 1.3 days | Met |
| ILK474-100225 | 19 Apr 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 5.91 hr | 2.1 days | Met |
| ILK474-100224 | 17 Apr 2026 | Incident | Screen flickering Hardware · AB · Remote | P4 | Closed | 0.16 hr | 18.5 hr | Met |
| ILK474-100223 | 16 Apr 2026 | Incident | Site offline Network · SE · Remote | P3 | Resolved | 1.31 hr | 1.1 days | Met |
| ILK474-100222 | 14 Apr 2026 | Incident | Distribution list change Email · TAG · Remote | P2 | Resolved | 1.47 hr | 5.3 hr | Met |
| ILK474-100221 | 13 Apr 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Closed | 1.36 hr | 18.0 hr | Met |
| ILK474-100220 | 10 Apr 2026 | Incident | Backup job failed Backup · SE · Head Office | P2 | Resolved | 1.18 hr | 2.3 days | Met |
| ILK474-100219 | 08 Apr 2026 | Service Request | Call quality issue Telephony · BK · Site 2 | P2 | Closed | 2.13 hr | 2.2 days | Met |
| ILK474-100218 | 07 Apr 2026 | Change | Laptop will not boot Hardware · TAG · Branch | P2 | Closed | 3.29 hr | 1.9 days | Met |
| ILK474-100217 | 06 Apr 2026 | Service Request | Suspicious sign-in review Security · BK · Remote | P4 | Closed | 5.55 hr | 18.7 hr | Met |
| ILK474-100216 | 01 Apr 2026 | Incident | Backup capacity review Backup · ML · Head Office | P4 | Closed | 10.42 hr | 16.5 hr | Missed |
| ILK474-100215 | 31 Mar 2026 | Incident | Scan to email failing Printing · KB · Branch | P1 | Closed | 0.44 hr | 6.0 hr | Met |
| ILK474-100214 | 30 Mar 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| ILK474-100213 | 27 Mar 2026 | Service Request | Distribution list change Email · AB · Head Office | P4 | Closed | 2.89 hr | 2.1 days | Met |
| ILK474-100212 | 26 Mar 2026 | Incident | Handset registration Telephony · ML · Branch | P3 | Closed | 0.23 hr | 21.5 hr | Met |
| ILK474-100211 | 23 Mar 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P1 | Resolved | 0.66 hr | 9.6 hr | Met |
| ILK474-100210 | 19 Mar 2026 | Quote · excluded | New extension setup Telephony · BK · Head Office | P2 | Resolved | — | — | n/a |
| ILK474-100209 | 16 Mar 2026 | Service Request | Suspicious sign-in review Security · KB · Remote | P2 | Resolved | 2.86 hr | 2.1 days | Met |
| ILK474-100208 | 13 Mar 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 0.77 hr | 1.6 days | Met |
| ILK474-100207 | 12 Mar 2026 | Incident | Retention change Backup · SE · Head Office | P4 | Resolved | 0.47 hr | 1.8 days | Met |
| ILK474-100206 | 08 Mar 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 1.38 hr | 7.8 hr | Met |
| ILK474-100205 | 06 Mar 2026 | Service Request | Suspicious sign-in review Security · ML · Remote | P3 | Resolved | 6.99 hr | 6.4 hr | Met |
| ILK474-100204 | 05 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Closed | 5.94 hr | 1.9 days | Met |
| ILK474-100203 | 04 Mar 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P1 | Resolved | — | — | n/a |
| ILK474-100202 | 03 Mar 2026 | Incident | Endpoint alert investigation Security · AB · Site 2 | P2 | Closed | 1.10 hr | 1.1 days | Met |
| ILK474-100201 | 26 Feb 2026 | Incident | Switch port fault Network · ML · Head Office | P2 | Resolved | 0.36 hr | 2.1 days | Met |
| ILK474-100200 | 25 Feb 2026 | Incident | Handset registration Telephony · TAG · Remote | P3 | Resolved | 0.58 hr | 1.2 days | Met |
| ILK474-100199 | 24 Feb 2026 | Service Request · excluded | Scan to email failing Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| ILK474-100198 | 23 Feb 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 1.37 hr | 1.3 days | Met |
| ILK474-100197 | 19 Feb 2026 | Change | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Resolved | 2.01 hr | 2.3 days | Met |
| ILK474-100196 | 18 Feb 2026 | Planned Install · excluded | Mailbox delegation Email · BK · Head Office | P3 | Closed | — | — | n/a |
| ILK474-100195 | 16 Feb 2026 | Incident | Printer offline Printing · SE · Remote | P4 | Closed | 0.23 hr | 12.1 hr | Met |
| ILK474-100194 | 13 Feb 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P2 | Resolved | 1.42 hr | 2.0 days | Met |
| ILK474-100193 | 12 Feb 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Remote | P4 | Closed | — | — | n/a |
| ILK474-100192 | 10 Feb 2026 | Project · excluded | Name change request User admin · SE · Head Office | P2 | Closed | — | — | n/a |
| ILK474-100191 | 09 Feb 2026 | Project · excluded | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Resolved | — | — | n/a |
| ILK474-100190 | 06 Feb 2026 | Incident · excluded | Handset registration Telephony · BK · Head Office | P1 | Closed | — | — | n/a |
| ILK474-100189 | 05 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 5.13 hr | 1.6 days | Met |
| ILK474-100188 | 04 Feb 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P4 | Resolved | 1.42 hr | 7.2 hr | Met |
| ILK474-100187 | 03 Feb 2026 | Service Request | MFA reset Security · BK · Head Office | P4 | Closed | 1.26 hr | 1.6 days | Met |
| ILK474-100186 | 02 Feb 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · AB · Remote | P2 | Resolved | — | — | n/a |
| ILK474-100185 | 30 Jan 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Resolved | 0.65 hr | 5.5 hr | Met |
| ILK474-100184 | 27 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P1 | Resolved | 0.65 hr | 9.7 hr | Met |
| ILK474-100183 | 23 Jan 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P2 | Closed | 0.65 hr | 1.2 days | Met |
| ILK474-100182 | 22 Jan 2026 | Change | Message quarantined Email · AB · Head Office | P2 | Resolved | 3.59 hr | 1.7 days | Met |
| ILK474-100181 | 19 Jan 2026 | Incident | Screen flickering Hardware · AB · Head Office | P1 | Resolved | 1.26 hr | 1.5 hr | Met |
| ILK474-100180 | 16 Jan 2026 | Incident | Report not generating Line of business app · AB · Remote | P1 | Resolved | 0.59 hr | 16.4 hr | Met |
| ILK474-100179 | 15 Jan 2026 | Incident | Phishing report triage Security · ML · Head Office | P4 | Closed | 2.89 hr | 21.9 hr | Met |
| ILK474-100178 | 12 Jan 2026 | Change | Backup job failed Backup · BK · Remote | P1 | Closed | 44.30 hr | 9.5 hr | Missed |
| ILK474-100177 | 09 Jan 2026 | Incident | Call quality issue Telephony · KB · Remote | P4 | Closed | 4.70 hr | 2.2 days | Met |
| ILK474-100176 | 08 Jan 2026 | Change · excluded | Docking station not detected Hardware · SE · Branch | P4 | Resolved | — | — | n/a |
| ILK474-100175 | 05 Jan 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 0.90 hr | 16.9 hr | Met |
| ILK474-100174 | 02 Jan 2026 | Incident | Switch port fault Network · SE · Head Office | P2 | Resolved | 2.67 hr | 2.3 days | Met |
| ILK474-100173 | 01 Jan 2026 | Planned Install · excluded | New extension setup Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
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.