SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 72 records in this selection sit outside that — quotes, projects and planned installs, plus 37 calls billed time and materials. They stay visible for volume context.
Service performance
138 eligible records in this yearAverage first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.1%
14 call(s) over the 8-hour target
First-time fix
77.2%
Where the source records the field
Volume
Contract calls
138
210 calls logged in the period
Off contract
37
£10,011 chargeable
Open / closed
7 / 203
Across the selected period
Data-quality gaps
9
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
138
records
- Email21
- Line of business app20
- Network18
- Telephony16
- Microsoft 36515
- Backup12
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 138 | 4.72 hr | 89.1% | 14 | 72 |
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 | 22 | 6.00 hr | 82% | 4 |
| Anne-Marie Cable | 20 | 5.61 hr | 89% | 2 |
| Kelly Gregory | 14 | 2.54 hr | 93% | 1 |
| (Not recorded) | 12 | 3.31 hr | 83% | 2 |
| Aiden Higgins | 12 | 1.31 hr | 100% | 0 |
| Chloe Dempsey | 11 | 6.29 hr | 82% | 2 |
| Stacey Thomas | 11 | 18.26 hr | 70% | 3 |
| Barry Ebbs | 8 | 1.42 hr | 100% | 0 |
| Julie Herbert | 8 | 0.97 hr | 100% | 0 |
| Damian Armstrong | 7 | 1.04 hr | 100% | 0 |
| Rachael Parkin | 6 | 0.43 hr | 100% | 0 |
| Phil Jenkins | 4 | 0.71 hr | 100% | 0 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 122.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308703 | Stacey Thomas | Dell Latitude 5440 | 2026-06-22 11:03 | 130.03 hr | +122.0 | BK | Backup capacity review |
| 308737 | Anne-Marie Cable | Dell Latitude 5440 | 2026-08-03 10:11 | 47.17 hr | +39.2 | SE | SharePoint permission request |
| 308664 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-05-13 08:36 | 45.74 hr | +37.7 | ML | Licence renewal |
| 308556 | Karen Taylor | HP ProBook 450 G6 | 2026-01-09 17:14 | 38.00 hr | +30.0 | TAG | Call quality issue |
| 308659 | Stacey Thomas | Apple MacBook Air M2 | 2026-05-07 15:38 | 36.87 hr | +28.9 | BK | Suspicious sign-in review |
| 308579 | Chloe Dempsey | Dell Latitude 7420 | 2026-02-10 16:45 | 35.93 hr | +27.9 | AB | MFA reset |
| 308584 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-02-17 15:18 | 30.00 hr | +22.0 | KB | Printer offline |
| 308710 | Chloe Dempsey | Apple MacBook Air M2 | 2026-07-02 17:33 | 17.65 hr | +9.7 | ML | Retention change |
| 308728 | (Not recorded) | Dell Latitude 5440 | 2026-07-24 15:06 | 11.55 hr | +3.5 | AB | New extension setup |
| 308628 | (Not recorded) | HP ProDesk 400 G7 | 2026-04-01 13:18 | 10.77 hr | +2.8 | KB | Message quarantined |
| 308727 | Stacey Thomas | Dell Latitude E7470 | 2026-07-23 13:54 | 9.48 hr | +1.5 | SE | New extension setup |
| 308621 | Kelly Gregory | Ruckus R550 | 2026-03-26 16:36 | 8.87 hr | +0.9 | SE | Licence renewal |
| 308574 | Karen Taylor | Samsung Galaxy S23 | 2026-02-03 13:13 | 8.47 hr | +0.5 | TAG | Permission change |
| 308653 | Karen Taylor | Apple iPhone 14 | 2026-04-29 10:51 | 8.35 hr | +0.3 | TAG | Backup capacity review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 7 | 14 Apr 2026 – 11 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 5 | 12 Mar 2026 – 03 Aug 2026 |
| Aiden Higgins | Line of business app | 4 | 06 Jan 2026 – 24 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 23 Jan 2026 – 30 Jun 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 28 Jan 2026 – 30 Jul 2026 |
| Kelly Gregory | Line of business app | 4 | 18 Feb 2026 – 13 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 19 Feb 2026 – 15 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 4 | 27 Feb 2026 – 17 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 10 | 28 Jan 2026 – 11 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 5 | 27 Feb 2026 – 30 Jun 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 5 | 27 Feb 2026 – 15 Jul 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 02 Feb 2026 – 15 Jul 2026 |
| Lenovo ThinkPad T14 | Line of business app | 4 | 15 Mar 2026 – 13 Jul 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 4 | 01 Apr 2026 – 17 Jul 2026 |
| Lenovo ThinkPad T14 | Telephony | 3 | 02 Jan 2026 – 17 Aug 2026 |
| Apple MacBook Pro 14 | Telephony | 3 | 06 Jan 2026 – 08 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
210 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ING070-100651 | 25 Aug 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Closed | 0.36 hr | 15.0 hr | Met |
| ING070-100650 | 25 Aug 2026 | Service Request | Site offline Network · KB · Branch | P3 | Closed | 0.61 hr | 2.1 days | Met |
| ING070-100649 | 24 Aug 2026 | Change | Database timeout Line of business app · TAG · Head Office | P3 | Open | — | — | n/a |
| ING070-100648 | 22 Aug 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 1.37 hr | 2.1 days | Met |
| ING070-100647 | 22 Aug 2026 | Change · excluded | Call quality issue Telephony · BK · Head Office | P3 | In Progress | — | — | n/a |
| ING070-100646 | 21 Aug 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| ING070-100645 | 21 Aug 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | In Progress | — | — | n/a |
| ING070-100644 | 19 Aug 2026 | Incident · excluded | Restore request Backup · TAG · Head Office | P2 | Closed | — | — | n/a |
| ING070-100643 | 18 Aug 2026 | Service Request · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ING070-100642 | 18 Aug 2026 | Quote · excluded | Screen flickering Hardware · SE · Remote | P4 | Open | — | — | n/a |
| ING070-100641 | 17 Aug 2026 | Incident | Call quality issue Telephony · AB · Head Office | P2 | Closed | — | — | n/a |
| ING070-100640 | 13 Aug 2026 | Incident · excluded | Name change request User admin · ML · Site 2 | P2 | Resolved | — | — | n/a |
| ING070-100639 | 12 Aug 2026 | Change · excluded | Restore request Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| ING070-100638 | 11 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Closed | 2.96 hr | 5.3 hr | Met |
| ING070-100637 | 10 Aug 2026 | Incident | Screen flickering Hardware · KB · Site 2 | P2 | Closed | 0.46 hr | 2.3 days | Met |
| ING070-100636 | 07 Aug 2026 | Service Request · excluded | Spoofed email reported Email · AB · Remote | P1 | Closed | — | — | n/a |
| ING070-100635 | 05 Aug 2026 | Incident | Name change request User admin · SE · Head Office | P1 | Resolved | 1.37 hr | 8.8 hr | Met |
| ING070-100634 | 04 Aug 2026 | Project · excluded | Voicemail not delivering Telephony · KB · Remote | P3 | Open | — | — | n/a |
| ING070-100633 | 04 Aug 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Closed | 0.06 hr | 1.2 days | Met |
| ING070-100632 | 03 Aug 2026 | Incident | Mailbox delegation Email · SE · Remote | P4 | Closed | 1.50 hr | 1.1 days | Met |
| ING070-100631 | 03 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 47.17 hr | 1.4 days | Missed |
| ING070-100630 | 31 Jul 2026 | Incident | Restore request Backup · SE · Head Office | P4 | Closed | 1.81 hr | 2.3 days | Met |
| ING070-100629 | 30 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Closed | 7.41 hr | 8.2 hr | Met |
| ING070-100628 | 30 Jul 2026 | Change · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ING070-100627 | 29 Jul 2026 | Project · excluded | Mailbox delegation Email · KB · Head Office | P4 | In Progress | — | — | n/a |
| ING070-100626 | 28 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Site 2 | P4 | Resolved | 0.84 hr | 15.7 hr | Met |
| ING070-100625 | 25 Jul 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | In Progress | — | — | n/a |
| ING070-100624 | 25 Jul 2026 | Change · excluded | Call quality issue Telephony · BK · Remote | P4 | Resolved | — | — | n/a |
| ING070-100623 | 24 Jul 2026 | Incident | Slow VPN Network · TAG · Branch | P3 | Closed | 3.41 hr | 23.0 hr | Met |
| ING070-100622 | 24 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Resolved | 11.55 hr | 20.4 hr | Missed |
| ING070-100621 | 23 Jul 2026 | Incident | New extension setup Telephony · SE · Head Office | P2 | Closed | 9.48 hr | 1.1 days | Missed |
| ING070-100620 | 23 Jul 2026 | Change | Screen flickering Hardware · SE · Remote | P3 | Resolved | 0.26 hr | 1.7 days | Met |
| ING070-100619 | 22 Jul 2026 | Change | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | — | — | n/a |
| ING070-100618 | 21 Jul 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 0.17 hr | 1.0 days | Met |
| ING070-100617 | 17 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Head Office | P2 | Closed | 1.28 hr | 10.8 hr | Met |
| ING070-100616 | 16 Jul 2026 | Change | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 0.41 hr | 8.5 hr | Met |
| ING070-100615 | 16 Jul 2026 | Service Request · excluded | Handset registration Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| ING070-100614 | 15 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| ING070-100613 | 15 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Resolved | 1.14 hr | 1.3 days | Met |
| ING070-100612 | 13 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P2 | Closed | 0.75 hr | 0.6 hr | Met |
| ING070-100611 | 13 Jul 2026 | Change | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | 0.39 hr | 9.3 hr | Met |
| ING070-100610 | 10 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 4.55 hr | 19.4 hr | Met |
| ING070-100609 | 09 Jul 2026 | Project · excluded | Toner replacement Printing · BK · Remote | P3 | Resolved | — | — | n/a |
| ING070-100608 | 08 Jul 2026 | Change | Call quality issue Telephony · KB · Remote | P4 | Closed | 0.46 hr | 2.3 days | Met |
| ING070-100607 | 07 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| ING070-100606 | 06 Jul 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 1.39 hr | 2.0 hr | Met |
| ING070-100605 | 03 Jul 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P2 | Resolved | 0.74 hr | 18.3 hr | Met |
| ING070-100604 | 02 Jul 2026 | Service Request | Retention change Backup · ML · Remote | P2 | Closed | 17.65 hr | 2.5 days | Missed |
| ING070-100603 | 01 Jul 2026 | Quote · excluded | Database timeout Line of business app · TAG · Branch | P3 | Resolved | — | — | n/a |
| ING070-100602 | 30 Jun 2026 | Change | Endpoint alert investigation Security · TAG · Remote | P3 | Closed | 1.34 hr | 1.4 days | Met |
| ING070-100601 | 26 Jun 2026 | Incident | Mailbox delegation Email · KB · Remote | P3 | Resolved | 0.40 hr | 1.9 days | Met |
| ING070-100600 | 25 Jun 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 1.42 hr | 20.4 hr | Met |
| ING070-100599 | 24 Jun 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 2.71 hr | 1.8 days | Met |
| ING070-100598 | 23 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 1.31 hr | 1.3 days | Met |
| ING070-100597 | 22 Jun 2026 | Incident | Backup capacity review Backup · BK · Head Office | P1 | Closed | 130.03 hr | 7.0 hr | Missed |
| ING070-100596 | 22 Jun 2026 | Service Request | Switch port fault Network · AB · Head Office | P3 | Closed | 0.64 hr | 7.6 hr | Met |
| ING070-100595 | 19 Jun 2026 | Service Request · excluded | Switch port fault Network · AB · Head Office | P4 | Closed | — | — | n/a |
| ING070-100594 | 19 Jun 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| ING070-100593 | 17 Jun 2026 | Service Request · excluded | New printer driver rollout Printing · SE · Remote | P3 | Closed | — | — | n/a |
| ING070-100592 | 16 Jun 2026 | Project · excluded | Scan to email failing Printing · BK · Head Office | P2 | Resolved | — | — | n/a |
| ING070-100591 | 15 Jun 2026 | Incident | Site offline Network · BK · Head Office | P3 | Resolved | 2.67 hr | 4.5 hr | Met |
| ING070-100590 | 15 Jun 2026 | Change | Retention change Backup · AB · Head Office | P3 | Resolved | 0.70 hr | 1.8 days | Met |
| ING070-100589 | 12 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Closed | 0.73 hr | 1.5 days | Met |
| ING070-100588 | 11 Jun 2026 | Incident · excluded | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| ING070-100587 | 11 Jun 2026 | Planned Install · excluded | Site offline Network · TAG · Remote | P3 | Closed | — | — | n/a |
| ING070-100586 | 09 Jun 2026 | Incident | Spoofed email reported Email · AB · Remote | P3 | Closed | 1.26 hr | 1.1 hr | Met |
| ING070-100585 | 09 Jun 2026 | Incident | Switch port fault Network · TAG · Branch | P3 | Closed | 1.22 hr | 1.7 hr | Met |
| ING070-100584 | 08 Jun 2026 | Service Request | Switch port fault Network · TAG · Head Office | P4 | Closed | 0.66 hr | 17.2 hr | Met |
| ING070-100583 | 05 Jun 2026 | Quote · excluded | New starter setup User admin · KB · Branch | P3 | Closed | — | — | n/a |
| ING070-100582 | 05 Jun 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| ING070-100581 | 04 Jun 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Branch | P3 | Closed | — | — | n/a |
| ING070-100580 | 03 Jun 2026 | Incident · excluded | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | — | — | n/a |
| ING070-100579 | 02 Jun 2026 | Incident | Message quarantined Email · KB · Remote | P2 | Closed | 0.96 hr | 1.1 days | Met |
| ING070-100578 | 01 Jun 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Closed | 0.46 hr | 17.0 hr | Met |
| ING070-100577 | 01 Jun 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | 0.56 hr | 1.3 days | Met |
| ING070-100576 | 31 May 2026 | Incident | Backup job failed Backup · BK · Branch | P4 | Closed | 4.59 hr | 22.1 hr | Met |
| ING070-100575 | 29 May 2026 | Service Request | Message quarantined Email · BK · Head Office | P4 | Closed | 1.47 hr | 1.3 days | Met |
| ING070-100574 | 29 May 2026 | Service Request | Mailbox delegation Email · BK · Remote | P4 | Resolved | 1.25 hr | 14.6 hr | Met |
| ING070-100573 | 28 May 2026 | Incident · excluded | Database timeout Line of business app · KB · Remote | P3 | Closed | — | — | n/a |
| ING070-100572 | 28 May 2026 | Incident · excluded | Name change request User admin · KB · Remote | P4 | Resolved | — | — | n/a |
| ING070-100571 | 27 May 2026 | Change | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.42 hr | 1.2 days | Met |
| ING070-100570 | 26 May 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Branch | P3 | Closed | — | — | n/a |
| ING070-100569 | 25 May 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Resolved | — | — | n/a |
| ING070-100568 | 22 May 2026 | Incident | Message quarantined Email · KB · Head Office | P4 | Closed | 2.48 hr | 2.5 days | Met |
| ING070-100567 | 21 May 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 1.63 hr | 21.3 hr | Met |
| ING070-100566 | 21 May 2026 | Incident | Slow VPN Network · KB · Head Office | P2 | Closed | 0.69 hr | 2.0 days | Met |
| ING070-100565 | 20 May 2026 | Change · excluded | Permission change User admin · KB · Remote | P3 | Resolved | — | — | n/a |
| ING070-100564 | 20 May 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 5.79 hr | 1.3 days | Met |
| ING070-100563 | 19 May 2026 | Incident · excluded | Toner replacement Printing · SE · Head Office | P4 | Closed | — | — | n/a |
| ING070-100562 | 19 May 2026 | Incident | Toner replacement Printing · AB · Remote | P2 | Closed | 1.32 hr | 1.0 hr | Met |
| ING070-100561 | 18 May 2026 | Incident · excluded | Spoofed email reported Email · AB · Head Office | P1 | Resolved | — | — | n/a |
| ING070-100560 | 15 May 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 0.68 hr | 11.7 hr | Met |
| ING070-100559 | 14 May 2026 | Incident | Message quarantined Email · ML · Head Office | P1 | Resolved | 0.67 hr | 10.3 hr | Met |
| ING070-100558 | 13 May 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 45.74 hr | 2.4 days | Missed |
| ING070-100557 | 12 May 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 1.45 hr | 1.1 days | Met |
| ING070-100556 | 11 May 2026 | Incident | Slow VPN Network · AB · Head Office | P2 | Closed | 0.85 hr | 1.2 days | Met |
| ING070-100555 | 08 May 2026 | Quote · excluded | Replacement keyboard Hardware · KB · Remote | P4 | Closed | — | — | n/a |
| ING070-100554 | 07 May 2026 | Service Request · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| ING070-100553 | 07 May 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | 36.87 hr | 9.3 hr | Missed |
| ING070-100552 | 06 May 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P4 | Resolved | 4.40 hr | 1.6 days | Met |
| ING070-100551 | 05 May 2026 | Incident | Printer offline Printing · ML · Branch | P2 | Resolved | 1.36 hr | 1.4 days | Met |
| ING070-100550 | 04 May 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 1.44 hr | 0.2 hr | Met |
| ING070-100549 | 01 May 2026 | Service Request · excluded | Backup capacity review Backup · KB · Head Office | P1 | Resolved | — | — | n/a |
| ING070-100548 | 30 Apr 2026 | Planned Install · excluded | Mailbox delegation Email · SE · Head Office | P4 | Closed | — | — | n/a |
| ING070-100547 | 29 Apr 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P2 | Closed | 8.35 hr | 8.3 hr | Missed |
| ING070-100546 | 29 Apr 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 1.32 hr | 1.8 days | Met |
| ING070-100545 | 28 Apr 2026 | Incident · excluded | Backup capacity review Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| ING070-100544 | 28 Apr 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P4 | Closed | 0.20 hr | 2.4 days | Met |
| ING070-100543 | 27 Apr 2026 | Quote · excluded | Name change request User admin · SE · Branch | P2 | Closed | — | — | n/a |
| ING070-100542 | 24 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P2 | Closed | 0.97 hr | 2.3 days | Met |
| ING070-100541 | 23 Apr 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P4 | Closed | 3.54 hr | 1.0 days | Met |
| ING070-100540 | 22 Apr 2026 | Service Request | Permission change User admin · AB · Remote | P3 | Closed | 1.35 hr | 1.7 days | Met |
| ING070-100539 | 21 Apr 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 0.20 hr | 2.5 days | Met |
| ING070-100538 | 20 Apr 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Resolved | 0.78 hr | 1.8 days | Met |
| ING070-100537 | 17 Apr 2026 | Quote · excluded | Leaver process User admin · BK · Remote | P3 | Closed | — | — | n/a |
| ING070-100536 | 17 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 1.20 hr | 1.0 days | Met |
| ING070-100535 | 16 Apr 2026 | Incident · excluded | Permission change User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| ING070-100534 | 15 Apr 2026 | Quote · excluded | Phishing report triage Security · KB · Remote | P4 | Closed | — | — | n/a |
| ING070-100533 | 14 Apr 2026 | Incident | Message quarantined Email · AB · Remote | P4 | Resolved | — | — | n/a |
| ING070-100532 | 14 Apr 2026 | Incident | Mailbox delegation Email · KB · Branch | P4 | Closed | 3.35 hr | 10.8 hr | Met |
| ING070-100531 | 13 Apr 2026 | Service Request | Handset registration Telephony · AB · Head Office | P3 | Resolved | 1.15 hr | 4.4 hr | Met |
| ING070-100530 | 13 Apr 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P2 | Resolved | 0.05 hr | 2.2 days | Met |
| ING070-100529 | 10 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 0.29 hr | 1.5 days | Met |
| ING070-100528 | 10 Apr 2026 | Incident · excluded | Database timeout Line of business app · KB · Remote | P3 | Closed | — | — | n/a |
| ING070-100527 | 09 Apr 2026 | Planned Install · excluded | Backup job failed Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| ING070-100526 | 08 Apr 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Remote | P3 | Closed | — | — | n/a |
| ING070-100525 | 07 Apr 2026 | Service Request · excluded | Leaver process User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| ING070-100524 | 03 Apr 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Remote | P3 | Resolved | — | — | n/a |
| ING070-100523 | 03 Apr 2026 | Service Request | Message quarantined Email · BK · Remote | P3 | Resolved | 1.09 hr | 1.5 days | Met |
| ING070-100522 | 01 Apr 2026 | Incident | Message quarantined Email · KB · Head Office | P4 | Closed | 10.77 hr | 1.9 days | Missed |
| ING070-100521 | 31 Mar 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 0.59 hr | 1.5 days | Met |
| ING070-100520 | 31 Mar 2026 | Service Request | Mailbox delegation Email · BK · Head Office | P3 | Closed | 1.16 hr | 1.0 days | Met |
| ING070-100519 | 30 Mar 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Resolved | 0.79 hr | 1.4 days | Met |
| ING070-100518 | 27 Mar 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| ING070-100517 | 27 Mar 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · ML · Remote | P2 | Closed | — | — | n/a |
| ING070-100516 | 26 Mar 2026 | Planned Install · excluded | Replacement keyboard Hardware · ML · Remote | P3 | Resolved | — | — | n/a |
| ING070-100515 | 26 Mar 2026 | Service Request | Licence renewal Line of business app · SE · Remote | P3 | Closed | 8.87 hr | 1.7 days | Missed |
| ING070-100514 | 25 Mar 2026 | Service Request | Name change request User admin · SE · Branch | P1 | Closed | 0.16 hr | 0.1 hr | Met |
| ING070-100513 | 20 Mar 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P4 | Resolved | — | — | n/a |
| ING070-100512 | 20 Mar 2026 | Service Request | Slow VPN Network · ML · Remote | P3 | Closed | 1.24 hr | 1.7 days | Met |
| ING070-100511 | 19 Mar 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 4.83 hr | 2.3 days | Met |
| ING070-100510 | 18 Mar 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P4 | Resolved | 1.19 hr | 23.2 hr | Met |
| ING070-100509 | 17 Mar 2026 | Incident | Spoofed email reported Email · KB · Remote | P3 | Resolved | 0.82 hr | 2.2 days | Met |
| ING070-100508 | 17 Mar 2026 | Project · excluded | Phishing report triage Security · BK · Site 2 | P2 | Resolved | — | — | n/a |
| ING070-100507 | 15 Mar 2026 | Incident | Site offline Network · SE · Head Office | P1 | Closed | 0.22 hr | 10.0 hr | Met |
| ING070-100506 | 15 Mar 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 2.96 hr | 1.6 days | Met |
| ING070-100505 | 13 Mar 2026 | Incident · excluded | Restore request Backup · TAG · Branch | P4 | Resolved | — | — | n/a |
| ING070-100504 | 12 Mar 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Closed | 5.48 hr | 2.3 days | Met |
| ING070-100503 | 12 Mar 2026 | Incident | Distribution list change Email · ML · Branch | P4 | Resolved | 2.24 hr | 2.3 days | Met |
| ING070-100502 | 11 Mar 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 0.91 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.