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 9 calls billed time and materials. They stay visible for volume context.
Service performance
83 eligible records in this yearAverage first response
4.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.8%
9 call(s) over the 8-hour target
First-time fix
71.1%
Where the source records the field
Volume
Contract calls
83
120 calls logged in the period
Off contract
9
£4,140 chargeable
Open / closed
3 / 117
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
83
records
- Telephony13
- User admin11
- Printing11
- Backup9
- Line of business app9
- Microsoft 3657
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 83 | 4.59 hr | 88.8% | 9 | 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 | 12 | 8.39 hr | 64% | 4 |
| Stacey Thomas | 11 | 2.29 hr | 100% | 0 |
| Anne-Marie Cable | 11 | 2.17 hr | 100% | 0 |
| Barry Ebbs | 8 | 1.43 hr | 100% | 0 |
| (Not recorded) | 6 | 1.18 hr | 100% | 0 |
| Rachael Parkin | 6 | 4.90 hr | 83% | 1 |
| Chloe Dempsey | 5 | 2.24 hr | 100% | 0 |
| Daniel Blacker | 5 | 10.87 hr | 80% | 1 |
| Aiden Higgins | 5 | 10.56 hr | 80% | 1 |
| Kelly Gregory | 5 | 3.71 hr | 80% | 1 |
| Damian Armstrong | 4 | 2.50 hr | 100% | 0 |
| Julie Herbert | 3 | 1.94 hr | 100% | 0 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304755 | Aiden Higgins | Dell Latitude E7470 | 2026-06-08 09:39 | 47.07 hr | +39.1 | KB | Printer offline |
| 304702 | Daniel Blacker | HP ProBook 450 G6 | 2026-03-03 14:57 | 43.82 hr | +35.8 | ML | Laptop will not boot |
| 304791 | Phil Jenkins | Apple iPhone 12 | 2026-08-12 14:22 | 28.81 hr | +20.8 | SE | Database timeout |
| 304744 | Karen Taylor | Dell Latitude 5440 | 2026-05-22 11:54 | 25.92 hr | +17.9 | KB | Restore request |
| 304765 | Rachael Parkin | IGEL UD3 | 2026-06-24 13:16 | 21.93 hr | +13.9 | ML | Handset registration |
| 304692 | Karen Taylor | Samsung Galaxy S23 | 2026-02-12 13:56 | 21.65 hr | +13.7 | TAG | Call quality issue |
| 304710 | Karen Taylor | Apple MacBook Pro 14 | 2026-03-19 11:42 | 18.89 hr | +10.9 | KB | SharePoint permission request |
| 304735 | Kelly Gregory | Apple MacBook Pro 14 | 2026-05-07 16:59 | 10.49 hr | +2.5 | SE | Replacement keyboard |
| 304730 | Karen Taylor | Apple MacBook Pro 14 | 2026-04-27 14:30 | 8.97 hr | +1.0 | KB | Slow VPN |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 13 Feb 2026 – 11 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 3 | 07 Jan 2026 – 15 May 2026 |
| Anne-Marie Cable | User administration | 3 | 26 Feb 2026 – 03 Jun 2026 |
| Stacey Thomas | Backup / restore | 3 | 11 May 2026 – 13 Jul 2026 |
| Rachael Parkin | Telephony | 3 | 18 May 2026 – 24 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Printing | 4 | 22 Jun 2026 – 31 Jul 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 3 | 20 Apr 2026 – 30 Apr 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
120 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ILK751-100349 | 25 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| ILK751-100348 | 24 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Remote | P4 | Closed | 1.40 hr | 3.9 hr | Met |
| ILK751-100347 | 19 Aug 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Closed | 3.09 hr | 1.5 days | Met |
| ILK751-100346 | 18 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 0.98 hr | 17.3 hr | Met |
| ILK751-100345 | 17 Aug 2026 | Quote · excluded | Name change request User admin · SE · Remote | P4 | Open | — | — | n/a |
| ILK751-100344 | 13 Aug 2026 | Incident · excluded | Toner replacement Printing · SE · Site 2 | P4 | Resolved | — | — | n/a |
| ILK751-100343 | 12 Aug 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Closed | 28.81 hr | 8.7 hr | Missed |
| ILK751-100342 | 11 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 0.94 hr | 2.2 days | Met |
| ILK751-100341 | 10 Aug 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Site 2 | P4 | In Progress | — | — | n/a |
| ILK751-100340 | 07 Aug 2026 | Incident | Scan to email failing Printing · ML · Remote | P3 | Resolved | 0.54 hr | 1.4 days | Met |
| ILK751-100339 | 04 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Branch | P3 | Closed | 0.89 hr | 1.5 days | Met |
| ILK751-100338 | 31 Jul 2026 | Incident | Toner replacement Printing · TAG · Remote | P3 | Closed | 3.82 hr | 9.0 hr | Met |
| ILK751-100337 | 30 Jul 2026 | Quote · excluded | New starter setup User admin · ML · Head Office | P4 | In Progress | — | — | n/a |
| ILK751-100336 | 29 Jul 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Resolved | 1.26 hr | 1.3 days | Met |
| ILK751-100335 | 28 Jul 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Closed | 1.34 hr | 14.2 hr | Met |
| ILK751-100334 | 27 Jul 2026 | Service Request | Scan to email failing Printing · SE · Branch | P2 | Closed | 1.16 hr | 2.4 days | Met |
| ILK751-100333 | 24 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P4 | Resolved | 0.57 hr | 17.3 hr | Met |
| ILK751-100332 | 23 Jul 2026 | Service Request | Name change request User admin · BK · Head Office | P2 | Closed | 0.59 hr | 18.4 hr | Met |
| ILK751-100331 | 17 Jul 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100330 | 15 Jul 2026 | Incident · excluded | Restore request Backup · AB · Branch | P4 | Closed | — | — | n/a |
| ILK751-100329 | 14 Jul 2026 | Quote · excluded | Toner replacement Printing · TAG · Head Office | P2 | Closed | — | — | n/a |
| ILK751-100328 | 13 Jul 2026 | Service Request | Restore request Backup · KB · Head Office | P2 | Resolved | 0.19 hr | 2.2 days | Met |
| ILK751-100327 | 09 Jul 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Resolved | 0.16 hr | 1.0 days | Met |
| ILK751-100326 | 08 Jul 2026 | Project · excluded | Permission change User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100325 | 07 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P2 | Resolved | 1.42 hr | 2.2 days | Met |
| ILK751-100324 | 06 Jul 2026 | Change | Toner replacement Printing · BK · Remote | P2 | Closed | 0.47 hr | 3.1 hr | Met |
| ILK751-100323 | 03 Jul 2026 | Quote · excluded | Leaver process User admin · BK · Head Office | P3 | Resolved | — | — | n/a |
| ILK751-100322 | 01 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Remote | P3 | Closed | — | — | n/a |
| ILK751-100321 | 30 Jun 2026 | Change | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 1.03 hr | 7.9 hr | Met |
| ILK751-100320 | 29 Jun 2026 | Project · excluded | Replacement keyboard Hardware · BK · Remote | P1 | Closed | — | — | n/a |
| ILK751-100319 | 26 Jun 2026 | Service Request | Message quarantined Email · TAG · Head Office | P3 | Closed | 2.35 hr | 9.6 hr | Met |
| ILK751-100318 | 25 Jun 2026 | Service Request | Permission change User admin · SE · Head Office | P3 | Closed | 1.47 hr | 0.5 hr | Met |
| ILK751-100317 | 24 Jun 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Resolved | 21.93 hr | 4.0 hr | Missed |
| ILK751-100316 | 23 Jun 2026 | Quote · excluded | Database timeout Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100315 | 22 Jun 2026 | Incident | Toner replacement Printing · SE · Head Office | P2 | Closed | 1.50 hr | 14.2 hr | Met |
| ILK751-100314 | 19 Jun 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100313 | 18 Jun 2026 | Incident · excluded | Distribution list change Email · ML · Site 2 | P4 | Closed | — | — | n/a |
| ILK751-100312 | 17 Jun 2026 | Service Request | New extension setup Telephony · KB · Head Office | P2 | Closed | 0.61 hr | 1.7 days | Met |
| ILK751-100311 | 15 Jun 2026 | Planned Install · excluded | Report not generating Line of business app · TAG · Head Office | P2 | Closed | — | — | n/a |
| ILK751-100310 | 12 Jun 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 3.92 hr | 12.9 hr | Met |
| ILK751-100309 | 10 Jun 2026 | Service Request | Name change request User admin · ML · Remote | P3 | Resolved | 1.41 hr | 23.7 hr | Met |
| ILK751-100308 | 09 Jun 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Resolved | 0.10 hr | 17.4 hr | Met |
| ILK751-100307 | 08 Jun 2026 | Service Request | Printer offline Printing · KB · Remote | P3 | Closed | 47.07 hr | 2.4 days | Missed |
| ILK751-100306 | 07 Jun 2026 | Planned Install · excluded | Scan to email failing Printing · TAG · Head Office | P2 | Closed | — | — | n/a |
| ILK751-100305 | 05 Jun 2026 | Incident | Spoofed email reported Email · KB · Site 2 | P3 | Closed | 1.35 hr | 1.3 days | Met |
| ILK751-100304 | 04 Jun 2026 | Change | Retention change Backup · TAG · Head Office | P3 | Resolved | 3.37 hr | 11.3 hr | Met |
| ILK751-100303 | 03 Jun 2026 | Change | New starter setup User admin · AB · Site 2 | P4 | Closed | 2.36 hr | 13.8 hr | Met |
| ILK751-100302 | 02 Jun 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 1.04 hr | 3.9 hr | Met |
| ILK751-100301 | 01 Jun 2026 | Service Request | Switch port fault Network · BK · Head Office | P4 | Closed | 5.07 hr | 1.5 days | Met |
| ILK751-100300 | 29 May 2026 | Quote · excluded | Database timeout Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100299 | 28 May 2026 | Quote · excluded | Retention change Backup · TAG · Branch | P4 | Closed | — | — | n/a |
| ILK751-100298 | 27 May 2026 | Quote · excluded | Licence renewal Line of business app · BK · Remote | P4 | Closed | — | — | n/a |
| ILK751-100297 | 25 May 2026 | Planned Install · excluded | Licence renewal Line of business app · SE · Branch | P3 | Closed | — | — | n/a |
| ILK751-100296 | 22 May 2026 | Incident | Restore request Backup · KB · Head Office | P4 | Resolved | 25.92 hr | 17.8 hr | Missed |
| ILK751-100295 | 19 May 2026 | Incident | Application crash on launch Line of business app · AB · Remote | P3 | Closed | 1.11 hr | 1.3 days | Met |
| ILK751-100294 | 18 May 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P3 | Resolved | 0.18 hr | 1.0 days | Met |
| ILK751-100293 | 15 May 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Resolved | 2.02 hr | 2.5 days | Met |
| ILK751-100292 | 14 May 2026 | Quote · excluded | Message quarantined Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| ILK751-100291 | 13 May 2026 | Planned Install · excluded | Permission change User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100290 | 12 May 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100289 | 11 May 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 1.32 hr | 2.1 days | Met |
| ILK751-100288 | 08 May 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Closed | 0.15 hr | 2.5 hr | Met |
| ILK751-100287 | 07 May 2026 | Service Request | Replacement keyboard Hardware · SE · Remote | P3 | Closed | 10.49 hr | 6.9 hr | Missed |
| ILK751-100286 | 05 May 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P4 | Closed | 5.74 hr | 2.0 days | Met |
| ILK751-100285 | 04 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Remote | P3 | Closed | 3.88 hr | 15.8 hr | Met |
| ILK751-100284 | 01 May 2026 | Incident | Switch port fault Network · TAG · Branch | P3 | Resolved | 5.80 hr | 22.7 hr | Met |
| ILK751-100283 | 30 Apr 2026 | Incident | Mailbox delegation Email · TAG · Branch | P4 | Closed | 0.73 hr | 1.6 days | Met |
| ILK751-100282 | 27 Apr 2026 | Incident | Slow VPN Network · KB · Head Office | P2 | Closed | 8.97 hr | 18.7 hr | Missed |
| ILK751-100281 | 26 Apr 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100280 | 24 Apr 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Resolved | 1.23 hr | 14.6 hr | Met |
| ILK751-100279 | 21 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 5.45 hr | 1.6 days | Met |
| ILK751-100278 | 20 Apr 2026 | Change | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Closed | 0.35 hr | 17.7 hr | Met |
| ILK751-100277 | 16 Apr 2026 | Incident | Mailbox delegation Email · SE · Remote | P3 | Resolved | 1.06 hr | 13.4 hr | Met |
| ILK751-100276 | 10 Apr 2026 | Planned Install · excluded | Permission change User admin · KB · Branch | P2 | Closed | — | — | n/a |
| ILK751-100275 | 09 Apr 2026 | Incident | Docking station not detected Hardware · SE · Site 2 | P3 | Resolved | 0.45 hr | 1.1 days | Met |
| ILK751-100274 | 08 Apr 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P2 | Closed | — | — | n/a |
| ILK751-100273 | 07 Apr 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P4 | Closed | 4.93 hr | 22.4 hr | Met |
| ILK751-100272 | 04 Apr 2026 | Incident · excluded | Leaver process User admin · AB · Remote | P3 | Closed | — | — | n/a |
| ILK751-100271 | 03 Apr 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P2 | Closed | — | — | n/a |
| ILK751-100270 | 02 Apr 2026 | Service Request · excluded | Spoofed email reported Email · ML · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100269 | 31 Mar 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 0.71 hr | 2.2 days | Met |
| ILK751-100268 | 30 Mar 2026 | Service Request | Slow VPN Network · TAG · Head Office | P4 | Closed | 1.48 hr | 11.0 hr | Met |
| ILK751-100267 | 29 Mar 2026 | Change | Call quality issue Telephony · ML · Site 2 | P3 | Closed | 1.01 hr | 1.9 days | Met |
| ILK751-100266 | 27 Mar 2026 | Service Request | Toner replacement Printing · KB · Remote | P3 | Closed | 0.33 hr | 1.7 days | Met |
| ILK751-100265 | 26 Mar 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Closed | 0.54 hr | 5.0 hr | Met |
| ILK751-100264 | 23 Mar 2026 | Planned Install · excluded | Endpoint alert investigation Security · KB · Branch | P3 | Closed | — | — | n/a |
| ILK751-100263 | 20 Mar 2026 | Incident | Name change request User admin · TAG · Head Office | P4 | Resolved | 4.71 hr | 2.2 days | Met |
| ILK751-100262 | 19 Mar 2026 | Change | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Resolved | 18.89 hr | 0.8 hr | Missed |
| ILK751-100261 | 18 Mar 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P4 | Closed | 7.06 hr | 2.3 days | Met |
| ILK751-100260 | 15 Mar 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 1.48 hr | 7.1 hr | Met |
| ILK751-100259 | 11 Mar 2026 | Quote · excluded | Distribution list change Email · ML · Remote | P2 | Resolved | — | — | n/a |
| ILK751-100258 | 10 Mar 2026 | Incident | Phishing report triage Security · KB · Branch | P3 | Resolved | 0.49 hr | 1.1 days | Met |
| ILK751-100257 | 09 Mar 2026 | Incident | New extension setup Telephony · AB · Branch | P2 | Closed | 3.63 hr | 1.9 days | Met |
| ILK751-100256 | 06 Mar 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 2.70 hr | 1.6 days | Met |
| ILK751-100255 | 05 Mar 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| ILK751-100254 | 03 Mar 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P4 | Resolved | 43.82 hr | 1.5 days | Missed |
| ILK751-100253 | 02 Mar 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 1.37 hr | 2.0 days | Met |
| ILK751-100252 | 27 Feb 2026 | Service Request · excluded | Name change request User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| ILK751-100251 | 26 Feb 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Closed | 1.47 hr | 1.8 days | Met |
| ILK751-100250 | 25 Feb 2026 | Service Request | Scan to email failing Printing · TAG · Branch | P2 | Resolved | 4.13 hr | 16.8 hr | Met |
| ILK751-100249 | 24 Feb 2026 | Change | Application crash on launch Line of business app · AB · Head Office | P2 | Closed | 0.75 hr | 2.3 days | Met |
| ILK751-100248 | 23 Feb 2026 | Incident | Handset registration Telephony · SE · Head Office | P4 | Resolved | 1.06 hr | 1.3 days | Met |
| ILK751-100247 | 19 Feb 2026 | Planned Install · excluded | Phishing report triage Security · BK · Remote | P3 | Resolved | — | — | n/a |
| ILK751-100246 | 17 Feb 2026 | Incident | Leaver process User admin · SE · Head Office | P4 | Closed | 0.32 hr | 1.3 days | Met |
| ILK751-100245 | 13 Feb 2026 | Incident | Spoofed email reported Email · ML · Head Office | P2 | Closed | 7.51 hr | 1.7 days | Met |
| ILK751-100244 | 12 Feb 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P4 | Closed | 21.65 hr | 1.7 days | Missed |
| ILK751-100243 | 09 Feb 2026 | Service Request · excluded | Call quality issue Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| ILK751-100242 | 02 Feb 2026 | Incident | Permission change User admin · ML · Branch | P3 | Closed | 0.89 hr | 10.9 hr | Met |
| ILK751-100241 | 30 Jan 2026 | Service Request | Printer offline Printing · ML · Branch | P4 | Closed | 0.86 hr | 2.1 days | Met |
| ILK751-100240 | 29 Jan 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| ILK751-100239 | 27 Jan 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 1.41 hr | 1.3 days | Met |
| ILK751-100238 | 21 Jan 2026 | Service Request | Slow VPN Network · TAG · Branch | P3 | Resolved | 0.89 hr | 23.5 hr | Met |
| ILK751-100237 | 19 Jan 2026 | Service Request | Restore request Backup · SE · Site 2 | P2 | Resolved | 0.30 hr | 1.6 days | Met |
| ILK751-100236 | 16 Jan 2026 | Incident | Toner replacement Printing · ML · Remote | P3 | Resolved | 3.86 hr | 1.2 days | Met |
| ILK751-100235 | 15 Jan 2026 | Quote · excluded | Phishing report triage Security · ML · Branch | P2 | Closed | — | — | n/a |
| ILK751-100234 | 14 Jan 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P2 | Resolved | 4.31 hr | 2.0 days | Met |
| ILK751-100233 | 12 Jan 2026 | Service Request · excluded | Laptop will not boot Hardware · BK · Remote | P3 | Closed | — | — | n/a |
| ILK751-100232 | 08 Jan 2026 | Project · excluded | Mailbox delegation Email · KB · Branch | P3 | Resolved | — | — | n/a |
| ILK751-100231 | 07 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Resolved | 3.63 hr | 2.0 days | Met |
| ILK751-100230 | 01 Jan 2026 | Incident | Name change request User admin · AB · Branch | P2 | Closed | 4.24 hr | 1.5 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.