SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 16 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.
Service performance
30 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.0%
3 call(s) over the 8-hour target
First-time fix
60.0%
Where the source records the field
Volume
Contract calls
30
46 calls logged in the period
Off contract
11
£2,371.5 chargeable
Open / closed
1 / 45
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
30
records
- Network6
- Telephony4
- Email4
- Backup3
- Line of business app3
- Printing3
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 30 | 4.20 hr | 90.0% | 3 | 16 |
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 | 7 | 8.18 hr | 71% | 2 |
| Barry Ebbs | 6 | 1.18 hr | 100% | 0 |
| Stacey Thomas | 5 | 1.28 hr | 100% | 0 |
| Damian Armstrong | 3 | 9.96 hr | 67% | 1 |
| Phil Jenkins | 3 | 3.73 hr | 100% | 0 |
| Anne-Marie Cable | 2 | 1.40 hr | 100% | 0 |
| Aiden Higgins | 1 | 1.46 hr | 100% | 0 |
| (Not recorded) | 1 | 0.43 hr | 100% | 0 |
| Julie Herbert | 1 | 7.24 hr | 100% | 0 |
| Kelly Gregory | 1 | 2.14 hr | 100% | 0 |
3 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 34.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 300992 | Karen Taylor | HP ProBook 450 G6 | 2026-03-27 17:48 | 42.32 hr | +34.3 | AB | Endpoint alert investigation |
| 300979 | Damian Armstrong | HP LaserJet M480 | 2026-02-03 17:14 | 28.59 hr | +20.6 | AB | Message quarantined |
| 300994 | Karen Taylor | Dell Latitude E7470 | 2026-04-09 08:51 | 8.50 hr | +0.5 | KB | Voicemail not delivering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Barry Ebbs | Email / Microsoft 365 | 3 | 30 Apr 2026 – 14 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Monitoring / server / security | 3 | 23 Apr 2026 – 15 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
46 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ILK480-100145 | 24 Aug 2026 | Service Request | New extension setup Telephony · SE · Head Office | P4 | Resolved | 2.27 hr | 2.4 days | Met |
| ILK480-100144 | 20 Aug 2026 | Service Request · excluded | Application crash on launch Line of business app · KB · Branch | P2 | Resolved | — | — | n/a |
| ILK480-100143 | 18 Aug 2026 | Quote · excluded | Permission change User admin · ML · Head Office | P2 | In Progress | — | — | n/a |
| ILK480-100142 | 14 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Resolved | 2.20 hr | 1.3 days | Met |
| ILK480-100141 | 10 Aug 2026 | Service Request · excluded | Screen flickering Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| ILK480-100140 | 06 Aug 2026 | Incident | Printer offline Printing · ML · Head Office | P4 | Closed | 0.17 hr | 2.5 days | Met |
| ILK480-100139 | 03 Aug 2026 | Service Request | Site offline Network · ML · Remote | P4 | Closed | 0.73 hr | 19.2 hr | Met |
| ILK480-100138 | 20 Jul 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Closed | 2.14 hr | 1.7 days | Met |
| ILK480-100137 | 17 Jul 2026 | Incident | New printer driver rollout Printing · SE · Remote | P2 | Resolved | 2.09 hr | 3.6 hr | Met |
| ILK480-100136 | 09 Jul 2026 | Incident | Distribution list change Email · ML · Head Office | P3 | Closed | 0.84 hr | 1.9 days | Met |
| ILK480-100135 | 06 Jul 2026 | Incident | Handset registration Telephony · KB · Remote | P2 | Closed | 1.40 hr | 22.1 hr | Met |
| ILK480-100134 | 18 Jun 2026 | Quote · excluded | Backup job failed Backup · BK · Remote | P2 | Closed | — | — | n/a |
| ILK480-100133 | 15 Jun 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Closed | 0.52 hr | 1.4 days | Met |
| ILK480-100132 | 03 Jun 2026 | Service Request | Licence renewal Line of business app · AB · Remote | P4 | Resolved | 5.88 hr | 2.1 days | Met |
| ILK480-100131 | 01 Jun 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ILK480-100130 | 29 May 2026 | Change · excluded | Report not generating Line of business app · KB · Branch | P4 | Resolved | — | — | n/a |
| ILK480-100129 | 26 May 2026 | Change | Phishing report triage Security · BK · Head Office | P3 | Closed | 0.43 hr | 1.0 days | Met |
| ILK480-100128 | 19 May 2026 | Service Request · excluded | Report not generating Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK480-100127 | 18 May 2026 | Incident | Message quarantined Email · BK · Head Office | P2 | Closed | 0.90 hr | 1.9 days | Met |
| ILK480-100126 | 30 Apr 2026 | Change | OneDrive sync conflict Microsoft 365 · ML · Remote | P2 | Resolved | 0.29 hr | 7.2 hr | Met |
| ILK480-100125 | 23 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | Resolved | 1.22 hr | 1.2 hr | Met |
| ILK480-100124 | 22 Apr 2026 | Quote · excluded | Permission change User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK480-100123 | 14 Apr 2026 | Incident · excluded | MFA reset Security · AB · Head Office | P2 | Resolved | — | — | n/a |
| ILK480-100122 | 09 Apr 2026 | Incident | Voicemail not delivering Telephony · KB · Site 2 | P3 | Closed | 8.50 hr | 4.8 hr | Missed |
| ILK480-100121 | 03 Apr 2026 | Incident · excluded | Mailbox delegation Email · BK · Remote | P4 | Resolved | — | — | n/a |
| ILK480-100120 | 27 Mar 2026 | Incident | Endpoint alert investigation Security · AB · Branch | P3 | Resolved | 42.32 hr | 1.1 days | Missed |
| ILK480-100119 | 19 Mar 2026 | Service Request · excluded | Leaver process User admin · AB · Remote | P3 | Closed | — | — | n/a |
| ILK480-100118 | 05 Mar 2026 | Change | New starter setup User admin · TAG · Branch | P3 | Closed | 4.29 hr | 5.8 hr | Met |
| ILK480-100117 | 04 Mar 2026 | Change | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 1.17 hr | 1.9 days | Met |
| ILK480-100116 | 03 Mar 2026 | Incident | Scan to email failing Printing · KB · Branch | P1 | Closed | 4.08 hr | 14.8 hr | Met |
| ILK480-100115 | 02 Mar 2026 | Incident | Backup job failed Backup · BK · Site 2 | P2 | Closed | 7.24 hr | 1.5 days | Met |
| ILK480-100114 | 01 Mar 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | 0.43 hr | 16.1 hr | Met |
| ILK480-100113 | 21 Feb 2026 | Incident | Switch port fault Network · AB · Head Office | P4 | Closed | 0.35 hr | 1.7 days | Met |
| ILK480-100112 | 16 Feb 2026 | Incident · excluded | Licence renewal Line of business app · BK · Branch | P3 | Closed | — | — | n/a |
| ILK480-100111 | 12 Feb 2026 | Service Request · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| ILK480-100110 | 11 Feb 2026 | Incident | Replacement keyboard Hardware · TAG · Branch | P4 | Closed | 1.25 hr | 2.1 days | Met |
| ILK480-100109 | 10 Feb 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Resolved | 1.46 hr | 1.3 days | Met |
| ILK480-100108 | 04 Feb 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Closed | 2.95 hr | 0.6 hr | Met |
| ILK480-100107 | 03 Feb 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 28.59 hr | 12.0 hr | Missed |
| ILK480-100106 | 02 Feb 2026 | Incident · excluded | Toner replacement Printing · KB · Head Office | P2 | Closed | — | — | n/a |
| ILK480-100105 | 30 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P1 | Closed | 0.94 hr | 3.0 hr | Met |
| ILK480-100104 | 28 Jan 2026 | Incident | Backup capacity review Backup · AB · Head Office | P2 | Closed | 0.44 hr | 1.2 days | Met |
| ILK480-100103 | 23 Jan 2026 | Incident · excluded | Toner replacement Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| ILK480-100102 | 08 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Resolved | 0.62 hr | 2.2 days | Met |
| ILK480-100101 | 06 Jan 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Resolved | 0.15 hr | 1.3 days | Met |
| ILK480-100100 | 03 Jan 2026 | Quote · excluded | Mailbox delegation Email · BK · Head Office | P1 | Closed | — | — | 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.