SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 37 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
140 eligible records in this yearAverage first response
5.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.6%
14 call(s) over the 8-hour target
First-time fix
70.3%
Where the source records the field
Volume
Contract calls
140
177 calls logged in the period
Off contract
16
£4,358.25 chargeable
Open / closed
4 / 173
Across the selected period
Data-quality gaps
6
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
140
records
- Line of business app21
- Microsoft 36517
- Hardware17
- Telephony16
- Backup15
- Network12
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 140 | 5.16 hr | 89.6% | 14 | 37 |
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 | 28 | 2.77 hr | 96% | 1 |
| Kelly Gregory | 19 | 3.04 hr | 94% | 1 |
| Stacey Thomas | 14 | 8.98 hr | 83% | 2 |
| Anne-Marie Cable | 12 | 18.30 hr | 67% | 4 |
| Daniel Blacker | 11 | 2.41 hr | 100% | 0 |
| Barry Ebbs | 9 | 3.92 hr | 89% | 1 |
| (Not recorded) | 9 | 1.80 hr | 100% | 0 |
| Damian Armstrong | 9 | 0.93 hr | 100% | 0 |
| Phil Jenkins | 8 | 7.53 hr | 75% | 2 |
| Chloe Dempsey | 7 | 7.54 hr | 86% | 1 |
| Julie Herbert | 7 | 4.51 hr | 67% | 2 |
| Rachael Parkin | 4 | 0.84 hr | 100% | 0 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 137.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309042 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-02-03 11:30 | 145.05 hr | +137.1 | BK | Backup capacity review |
| 309142 | Stacey Thomas | Ubiquiti U6-Pro | 2026-06-12 17:47 | 69.31 hr | +61.3 | AB | Scan to email failing |
| 309115 | Chloe Dempsey | Dell Latitude 7420 | 2026-05-07 16:49 | 39.58 hr | +31.6 | TAG | Leaver process |
| 309088 | Anne-Marie Cable | Dell Latitude 5440 | 2026-04-02 14:50 | 39.52 hr | +31.5 | ML | Leaver process |
| 309069 | Phil Jenkins | Dell Latitude 7420 | 2026-03-05 13:19 | 33.08 hr | +25.1 | ML | Database timeout |
| 309106 | Kelly Gregory | Samsung Galaxy A54 | 2026-04-23 15:13 | 23.81 hr | +15.8 | BK | Screen flickering |
| 309098 | Barry Ebbs | Dell Latitude 5440 | 2026-04-15 12:15 | 23.08 hr | +15.1 | SE | Database timeout |
| 309043 | Karen Taylor | Dell PowerEdge R750 | 2026-02-05 09:53 | 20.41 hr | +12.4 | KB | Toner replacement |
| 309185 | Stacey Thomas | HP ProBook 450 G6 | 2026-08-15 16:38 | 20.39 hr | +12.4 | BK | Screen flickering |
| 309136 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-06-05 10:32 | 11.41 hr | +3.4 | SE | Wi-Fi dropouts in warehouse |
| 309089 | Phil Jenkins | HP EliteBook 840 G9 | 2026-04-06 11:50 | 11.35 hr | +3.4 | ML | Restore request |
| 309129 | Julie Herbert | Dell Latitude 5440 | 2026-05-26 11:21 | 10.40 hr | +2.4 | TAG | Laptop will not boot |
| 309125 | Julie Herbert | Apple MacBook Pro 14 | 2026-05-20 17:09 | 10.39 hr | +2.4 | KB | Teams sign-in loop |
| 309077 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-03-17 15:53 | 9.56 hr | +1.6 | BK | New extension setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 7 | 12 Jan 2026 – 23 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 6 | 16 Jan 2026 – 10 Jun 2026 |
| Kelly Gregory | Hardware | 6 | 10 Feb 2026 – 21 Aug 2026 |
| Karen Taylor | Printing | 5 | 30 Jan 2026 – 28 Jul 2026 |
| Karen Taylor | Line of business app | 5 | 10 Mar 2026 – 31 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 01 Jan 2026 – 16 Apr 2026 |
| Daniel Blacker | Line of business app | 4 | 30 Jan 2026 – 09 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 4 | 12 Feb 2026 – 04 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProDesk 400 G7 | Monitoring / server / security | 4 | 01 Jan 2026 – 08 Jun 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 15 Jan 2026 – 08 May 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 4 | 17 Feb 2026 – 15 Jun 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 3 | 02 Jan 2026 – 27 Jul 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 3 | 09 Jan 2026 – 05 Jun 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 3 | 14 Jan 2026 – 13 May 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 3 | 06 Feb 2026 – 20 May 2026 |
| Dell Latitude 5440 | Telephony | 3 | 09 Feb 2026 – 24 Mar 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
177 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ILK482-100608 | 25 Aug 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Resolved | 1.11 hr | 2.0 days | Met |
| ILK482-100607 | 25 Aug 2026 | Incident | Report not generating Line of business app · SE · Head Office | P2 | Closed | — | — | n/a |
| ILK482-100606 | 24 Aug 2026 | Incident | Call quality issue Telephony · KB · Remote | P3 | In Progress | — | — | n/a |
| ILK482-100605 | 21 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P4 | Open | — | — | n/a |
| ILK482-100604 | 20 Aug 2026 | Service Request | Call quality issue Telephony · KB · Remote | P3 | Closed | 5.09 hr | 2.5 days | Met |
| ILK482-100603 | 20 Aug 2026 | Incident · excluded | Handset registration Telephony · KB · Branch | P1 | Closed | — | — | n/a |
| ILK482-100602 | 18 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| ILK482-100601 | 17 Aug 2026 | Service Request | Screen flickering Hardware · BK · Remote | P3 | Closed | 1.04 hr | 0.3 hr | Met |
| ILK482-100600 | 17 Aug 2026 | Service Request | Slow VPN Network · SE · Branch | P3 | Resolved | 2.98 hr | 1.2 days | Met |
| ILK482-100599 | 15 Aug 2026 | Service Request | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | 0.83 hr | 1.4 days | Met |
| ILK482-100598 | 15 Aug 2026 | Incident | Screen flickering Hardware · BK · Head Office | P2 | Closed | 20.39 hr | 1.8 days | Missed |
| ILK482-100597 | 14 Aug 2026 | Incident | Name change request User admin · SE · Head Office | P4 | Resolved | 0.16 hr | 1.2 days | Met |
| ILK482-100596 | 10 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Resolved | 0.13 hr | 2.3 days | Met |
| ILK482-100595 | 07 Aug 2026 | Incident · excluded | Phishing report triage Security · BK · Site 2 | P1 | Closed | — | — | n/a |
| ILK482-100594 | 06 Aug 2026 | Planned Install · excluded | Phishing report triage Security · SE · Site 2 | P3 | In Progress | — | — | n/a |
| ILK482-100593 | 05 Aug 2026 | Change | Replacement keyboard Hardware · SE · Branch | P2 | Resolved | 1.28 hr | 19.8 hr | Met |
| ILK482-100592 | 04 Aug 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P2 | In Progress | — | — | n/a |
| ILK482-100591 | 03 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | Resolved | 0.92 hr | 1.7 days | Met |
| ILK482-100590 | 31 Jul 2026 | Incident | Database timeout Line of business app · BK · Head Office | P1 | Closed | — | — | n/a |
| ILK482-100589 | 30 Jul 2026 | Change | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 1.25 hr | 10.3 hr | Met |
| ILK482-100588 | 28 Jul 2026 | Service Request | New printer driver rollout Printing · SE · Remote | P4 | Resolved | 1.22 hr | 2.4 days | Met |
| ILK482-100587 | 27 Jul 2026 | Incident | Mailbox delegation Email · KB · Head Office | P2 | Closed | 4.11 hr | 7.3 hr | Met |
| ILK482-100586 | 25 Jul 2026 | Service Request · excluded | Mailbox delegation Email · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100585 | 24 Jul 2026 | Service Request | Switch port fault Network · KB · Branch | P3 | Resolved | 0.51 hr | 1.0 days | Met |
| ILK482-100584 | 24 Jul 2026 | Service Request | Docking station not detected Hardware · SE · Remote | P3 | Resolved | 1.11 hr | 1.3 days | Met |
| ILK482-100583 | 23 Jul 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P2 | Resolved | 1.16 hr | 1.1 days | Met |
| ILK482-100582 | 22 Jul 2026 | Incident | Report not generating Line of business app · AB · Remote | P3 | Closed | 3.21 hr | 4.1 hr | Met |
| ILK482-100581 | 21 Jul 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 0.94 hr | 1.4 days | Met |
| ILK482-100580 | 20 Jul 2026 | Change · excluded | Call quality issue Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| ILK482-100579 | 19 Jul 2026 | Service Request | New starter setup User admin · ML · Head Office | P3 | Closed | 4.48 hr | 2.4 days | Met |
| ILK482-100578 | 17 Jul 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 0.69 hr | 1.5 days | Met |
| ILK482-100577 | 16 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 1.06 hr | 2.0 days | Met |
| ILK482-100576 | 16 Jul 2026 | Incident | New starter setup User admin · AB · Head Office | P3 | Closed | 2.83 hr | 2.1 days | Met |
| ILK482-100575 | 14 Jul 2026 | Incident | Backup capacity review Backup · TAG · Remote | P4 | Closed | 0.91 hr | 1.4 hr | Met |
| ILK482-100574 | 14 Jul 2026 | Service Request · excluded | New extension setup Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100573 | 10 Jul 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Closed | 0.86 hr | 1.3 days | Met |
| ILK482-100572 | 09 Jul 2026 | Service Request · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100571 | 08 Jul 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Branch | P3 | Resolved | — | — | n/a |
| ILK482-100570 | 07 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| ILK482-100569 | 07 Jul 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 1.42 hr | 15.8 hr | Met |
| ILK482-100568 | 06 Jul 2026 | Incident | Handset registration Telephony · KB · Branch | P3 | Resolved | 3.32 hr | 6.5 hr | Met |
| ILK482-100567 | 03 Jul 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Resolved | 0.88 hr | 2.3 days | Met |
| ILK482-100566 | 02 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Remote | P3 | Closed | 3.04 hr | 2.9 hr | Met |
| ILK482-100565 | 30 Jun 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P4 | Closed | — | — | n/a |
| ILK482-100564 | 29 Jun 2026 | Change | Backup job failed Backup · TAG · Remote | P2 | Closed | — | — | n/a |
| ILK482-100563 | 27 Jun 2026 | Incident | Handset registration Telephony · TAG · Branch | P3 | Closed | 0.93 hr | 4.5 hr | Met |
| ILK482-100562 | 26 Jun 2026 | Change | Handset registration Telephony · KB · Head Office | P3 | Closed | 0.39 hr | 10.2 hr | Met |
| ILK482-100561 | 25 Jun 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Closed | 1.25 hr | 17.7 hr | Met |
| ILK482-100560 | 19 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Closed | 0.39 hr | 2.5 days | Met |
| ILK482-100559 | 18 Jun 2026 | Planned Install · excluded | New printer driver rollout Printing · SE · Branch | P2 | Resolved | — | — | n/a |
| ILK482-100558 | 17 Jun 2026 | Incident | Site offline Network · ML · Branch | P2 | Resolved | 0.67 hr | 2.4 days | Met |
| ILK482-100557 | 16 Jun 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Resolved | 1.27 hr | 14.2 hr | Met |
| ILK482-100556 | 15 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | Resolved | 1.25 hr | 2.4 days | Met |
| ILK482-100555 | 12 Jun 2026 | Service Request | Scan to email failing Printing · AB · Remote | P3 | Closed | 69.31 hr | 1.5 days | Missed |
| ILK482-100554 | 11 Jun 2026 | Quote · excluded | New extension setup Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100553 | 10 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 0.85 hr | 20.2 hr | Met |
| ILK482-100552 | 10 Jun 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 4.83 hr | 1.4 days | Met |
| ILK482-100551 | 09 Jun 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P4 | Closed | 5.61 hr | 2.0 days | Met |
| ILK482-100550 | 08 Jun 2026 | Incident | Phishing report triage Security · ML · Branch | P4 | Closed | 0.49 hr | 1.6 days | Met |
| ILK482-100549 | 05 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Site 2 | P3 | Resolved | 11.41 hr | 1.3 days | Missed |
| ILK482-100548 | 04 Jun 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 0.36 hr | 1.7 days | Met |
| ILK482-100547 | 02 Jun 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P4 | Resolved | 1.38 hr | 17.4 hr | Met |
| ILK482-100546 | 01 Jun 2026 | Change | New starter setup User admin · BK · Head Office | P3 | Closed | 1.69 hr | 2.3 days | Met |
| ILK482-100545 | 29 May 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 3.65 hr | 1.5 days | Met |
| ILK482-100544 | 28 May 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Branch | P4 | Resolved | 3.15 hr | 0.4 hr | Met |
| ILK482-100543 | 27 May 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100542 | 26 May 2026 | Incident | Laptop will not boot Hardware · TAG · Remote | P3 | Closed | 10.40 hr | 8.4 hr | Missed |
| ILK482-100541 | 25 May 2026 | Quote · excluded | New extension setup Telephony · ML · Remote | P3 | Resolved | — | — | n/a |
| ILK482-100540 | 21 May 2026 | Planned Install · excluded | Toner replacement Printing · SE · Remote | P4 | Resolved | — | — | n/a |
| ILK482-100539 | 20 May 2026 | Change | Mailbox delegation Email · SE · Branch | P3 | Closed | 1.29 hr | 6.7 hr | Met |
| ILK482-100538 | 20 May 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P3 | Resolved | 10.39 hr | 13.4 hr | Missed |
| ILK482-100537 | 19 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Closed | 0.68 hr | 1.5 days | Met |
| ILK482-100536 | 15 May 2026 | Change | Screen flickering Hardware · TAG · Head Office | P1 | Resolved | 1.39 hr | 12.0 hr | Met |
| ILK482-100535 | 14 May 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P4 | Closed | 1.43 hr | 21.9 hr | Met |
| ILK482-100534 | 13 May 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 0.85 hr | 2.4 days | Met |
| ILK482-100533 | 13 May 2026 | Incident | Backup job failed Backup · KB · Site 2 | P3 | Resolved | 1.23 hr | 14.8 hr | Met |
| ILK482-100532 | 12 May 2026 | Quote · excluded | Scan to email failing Printing · BK · Remote | P3 | Closed | — | — | n/a |
| ILK482-100531 | 11 May 2026 | Service Request | Retention change Backup · BK · Head Office | P3 | Resolved | 1.02 hr | 9.2 hr | Met |
| ILK482-100530 | 08 May 2026 | Incident | Message quarantined Email · KB · Head Office | P2 | Closed | 0.17 hr | 10.1 hr | Met |
| ILK482-100529 | 08 May 2026 | Incident | Database timeout Line of business app · SE · Branch | P3 | Resolved | 1.12 hr | 2.3 days | Met |
| ILK482-100528 | 07 May 2026 | Incident | Leaver process User admin · TAG · Head Office | P3 | Closed | 39.58 hr | 1.7 hr | Missed |
| ILK482-100527 | 06 May 2026 | Project · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P2 | Closed | — | — | n/a |
| ILK482-100526 | 05 May 2026 | Incident · excluded | Retention change Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| ILK482-100525 | 04 May 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P3 | Closed | 3.67 hr | 1.7 days | Met |
| ILK482-100524 | 03 May 2026 | Incident · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100523 | 29 Apr 2026 | Incident | New starter setup User admin · KB · Head Office | P4 | Closed | 0.87 hr | 1.5 days | Met |
| ILK482-100522 | 28 Apr 2026 | Incident | Backup capacity review Backup · SE · Branch | P3 | Closed | 0.44 hr | 1.4 days | Met |
| ILK482-100521 | 27 Apr 2026 | Incident | Report not generating Line of business app · SE · Head Office | P1 | Closed | 4.61 hr | 3.7 hr | Met |
| ILK482-100520 | 24 Apr 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Resolved | — | — | n/a |
| ILK482-100519 | 23 Apr 2026 | Change | Screen flickering Hardware · BK · Branch | P3 | Resolved | 23.81 hr | 18.3 hr | Missed |
| ILK482-100518 | 23 Apr 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P4 | Closed | 0.77 hr | 16.1 hr | Met |
| ILK482-100517 | 22 Apr 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P4 | Resolved | 0.54 hr | 1.6 days | Met |
| ILK482-100516 | 21 Apr 2026 | Service Request | Voicemail not delivering Telephony · KB · Branch | P4 | Resolved | 1.19 hr | 23.9 hr | Met |
| ILK482-100515 | 21 Apr 2026 | Incident | Mailbox delegation Email · SE · Branch | P4 | Closed | 4.31 hr | 14.1 hr | Met |
| ILK482-100514 | 20 Apr 2026 | Service Request · excluded | Printer offline Printing · AB · Site 2 | P2 | Resolved | — | — | n/a |
| ILK482-100513 | 17 Apr 2026 | Incident | Spoofed email reported Email · TAG · Remote | P3 | Resolved | 1.06 hr | 20.4 hr | Met |
| ILK482-100512 | 16 Apr 2026 | Service Request | Phishing report triage Security · SE · Head Office | P3 | Closed | 0.15 hr | 2.2 days | Met |
| ILK482-100511 | 15 Apr 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 23.08 hr | 2.0 days | Missed |
| ILK482-100510 | 15 Apr 2026 | Incident · excluded | Retention change Backup · SE · Remote | P2 | Closed | — | — | n/a |
| ILK482-100509 | 13 Apr 2026 | Incident | Database timeout Line of business app · AB · Branch | P3 | Closed | 3.97 hr | 1.1 days | Met |
| ILK482-100508 | 13 Apr 2026 | Incident · excluded | Leaver process User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| ILK482-100507 | 10 Apr 2026 | Incident · excluded | Report not generating Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100506 | 09 Apr 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P2 | Closed | 0.96 hr | 1.0 days | Met |
| ILK482-100505 | 08 Apr 2026 | Change | Database timeout Line of business app · KB · Head Office | P4 | Closed | 2.23 hr | 20.6 hr | Met |
| ILK482-100504 | 08 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Resolved | 1.85 hr | 2.1 days | Met |
| ILK482-100503 | 06 Apr 2026 | Incident | Phishing report triage Security · SE · Head Office | P4 | Closed | 5.85 hr | 2.4 days | Met |
| ILK482-100502 | 06 Apr 2026 | Incident | Restore request Backup · ML · Head Office | P4 | Closed | 11.35 hr | 2.5 days | Missed |
| ILK482-100501 | 02 Apr 2026 | Incident | Leaver process User admin · ML · Head Office | P1 | Closed | 39.52 hr | 9.5 hr | Missed |
| ILK482-100500 | 01 Apr 2026 | Quote · excluded | Name change request User admin · ML · Branch | P3 | Closed | — | — | n/a |
| ILK482-100499 | 26 Mar 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Resolved | 0.36 hr | 1.8 days | Met |
| ILK482-100498 | 26 Mar 2026 | Quote · excluded | Docking station not detected Hardware · SE · Head Office | P3 | Resolved | — | — | n/a |
| ILK482-100497 | 25 Mar 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 0.10 hr | 1.8 days | Met |
| ILK482-100496 | 24 Mar 2026 | Service Request | Voicemail not delivering Telephony · KB · Branch | P4 | Closed | 1.16 hr | 1.0 days | Met |
| ILK482-100495 | 22 Mar 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P2 | Closed | — | — | n/a |
| ILK482-100494 | 21 Mar 2026 | Service Request | Printer offline Printing · KB · Head Office | P3 | Closed | 3.71 hr | 15.5 hr | Met |
| ILK482-100493 | 19 Mar 2026 | Incident | Backup job failed Backup · KB · Head Office | P4 | Closed | 2.11 hr | 1.3 days | Met |
| ILK482-100492 | 18 Mar 2026 | Incident | Slow VPN Network · SE · Remote | P3 | Resolved | 1.00 hr | 1.5 days | Met |
| ILK482-100491 | 18 Mar 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P2 | Closed | 1.39 hr | 2.2 days | Met |
| ILK482-100490 | 17 Mar 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Resolved | 9.56 hr | 1.5 days | Missed |
| ILK482-100489 | 16 Mar 2026 | Incident | Message quarantined Email · AB · Head Office | P4 | Closed | 2.93 hr | 1.9 days | Met |
| ILK482-100488 | 16 Mar 2026 | Service Request | MFA reset Security · BK · Head Office | P2 | Closed | 0.62 hr | 0.5 hr | Met |
| ILK482-100487 | 13 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Resolved | 1.45 hr | 2.3 days | Met |
| ILK482-100486 | 10 Mar 2026 | Incident | Report not generating Line of business app · AB · Head Office | P2 | Closed | 0.99 hr | 1.5 days | Met |
| ILK482-100485 | 09 Mar 2026 | Incident | Permission change User admin · TAG · Remote | P3 | Closed | 0.39 hr | 2.4 days | Met |
| ILK482-100484 | 09 Mar 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Resolved | 0.56 hr | 1.6 days | Met |
| ILK482-100483 | 06 Mar 2026 | Project · excluded | Docking station not detected Hardware · AB · Branch | P3 | Closed | — | — | n/a |
| ILK482-100482 | 05 Mar 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P4 | Resolved | 33.08 hr | 21.6 hr | Missed |
| ILK482-100481 | 04 Mar 2026 | Project · excluded | New starter setup User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| ILK482-100480 | 04 Mar 2026 | Incident | Docking station not detected Hardware · ML · Site 2 | P3 | Closed | 6.00 hr | 1.7 days | Met |
| ILK482-100479 | 02 Mar 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P2 | Closed | 4.56 hr | 1.4 days | Met |
| ILK482-100478 | 02 Mar 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | 5.95 hr | 15.9 hr | Met |
| ILK482-100477 | 01 Mar 2026 | Service Request | Backup capacity review Backup · KB · Branch | P3 | Resolved | 0.59 hr | 23.4 hr | Met |
| ILK482-100476 | 27 Feb 2026 | Incident · excluded | Call quality issue Telephony · SE · Head Office | P4 | Resolved | — | — | n/a |
| ILK482-100475 | 27 Feb 2026 | Incident | Phishing report triage Security · ML · Head Office | P4 | Closed | 1.82 hr | 2.0 days | Met |
| ILK482-100474 | 26 Feb 2026 | Quote · excluded | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | — | — | n/a |
| ILK482-100473 | 25 Feb 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P2 | Resolved | 3.02 hr | 2.4 days | Met |
| ILK482-100472 | 24 Feb 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P3 | Closed | 0.33 hr | 5.9 hr | Met |
| ILK482-100471 | 23 Feb 2026 | Incident | Report not generating Line of business app · AB · Remote | P3 | Resolved | 1.23 hr | 2.1 days | Met |
| ILK482-100470 | 20 Feb 2026 | Service Request | Screen flickering Hardware · ML · Remote | P3 | Resolved | 0.36 hr | 1.2 days | Met |
| ILK482-100469 | 18 Feb 2026 | Service Request | Handset registration Telephony · TAG · Branch | P4 | Resolved | 1.25 hr | 2.4 days | Met |
| ILK482-100468 | 17 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | Closed | 0.10 hr | 19.2 hr | Met |
| ILK482-100467 | 16 Feb 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| ILK482-100466 | 13 Feb 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Resolved | 0.99 hr | 15.4 hr | Met |
| ILK482-100465 | 12 Feb 2026 | Change | Message quarantined Email · SE · Head Office | P3 | Resolved | 4.95 hr | 22.4 hr | Met |
| ILK482-100464 | 12 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.27 hr | 2.1 days | Met |
| ILK482-100463 | 11 Feb 2026 | Service Request | Printer offline Printing · TAG · Head Office | P3 | Resolved | 2.55 hr | 1.6 days | Met |
| ILK482-100462 | 10 Feb 2026 | Incident | Docking station not detected Hardware · SE · Remote | P2 | Resolved | 0.99 hr | 2.4 days | Met |
| ILK482-100461 | 09 Feb 2026 | Incident | Voicemail not delivering Telephony · TAG · Remote | P4 | Resolved | 4.48 hr | 2.3 days | Met |
| ILK482-100460 | 09 Feb 2026 | Change | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 0.32 hr | 1.0 days | Met |
| ILK482-100459 | 08 Feb 2026 | Service Request | Distribution list change Email · BK · Head Office | P3 | Closed | 1.48 hr | 8.4 hr | 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.