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Inglewood Legal Associates

ING222ActiveManaged contract

inglewoodlegal.co.uk · Legal · Account manager Dan Okafor

Microsoft 365Healthy32 hr agoSupport & assets (SQL)Healthy13 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 19 records in this selection sit outside that — quotes, projects and planned installs, plus 7 calls billed time and materials. They stay visible for volume context.

Service performance

40 eligible records in this year
Average first response
4.4 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
91.9%
3 call(s) over the 8-hour target
First-time fix
65.0%
Where the source records the field

Volume

Contract calls
40
59 calls logged in the period
Off contract
7
£2,820 chargeable
Open / closed
5 / 54
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

40
records
  • Telephony8
  • Security7
  • Printing6
  • Line of business app6
  • Hardware3
  • Email3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026404.41 hr91.9%319

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Anne-Marie Cable63.90 hr100%0
Karen Taylor59.46 hr80%1
Barry Ebbs510.17 hr80%1
Kelly Gregory42.69 hr100%0
Aiden Higgins42.64 hr100%0
Julie Herbert31.95 hr100%0
Rachael Parkin30.29 hr100%0
Phil Jenkins30.30 hr100%0
Damian Armstrong30.84 hr100%0
Chloe Dempsey21.16 hr100%0
Stacey Thomas26.13 hr50%1

3 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 34.0 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
302472Barry EbbsApple iPhone 142026-08-12 08:4142.01 hr+34.0SEMailbox delegation
302448Karen TaylorFortinet FortiGate 60F2026-05-18 11:1240.58 hr+32.6KBPermission change
302461Stacey ThomasDell Latitude E74702026-07-14 13:2611.92 hr+3.9SETeams sign-in loop

Recurring issues by call logger

Repeat patterns worth fixing at source

No repeat pattern in this period.

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

59 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
ING222-10015824 Aug 2026Planned Install · excludedWi-Fi dropouts in warehouse
Network · SE · Head Office
P2In Progress——n/a
ING222-10015723 Aug 2026IncidentDatabase timeout
Line of business app · BK · Branch
P3Closed0.85 hr1.2 daysMet
ING222-10015621 Aug 2026Project · excludedMFA reset
Security · SE · Remote
P2In Progress——n/a
ING222-10015520 Aug 2026IncidentEndpoint alert investigation
Security · AB · Head Office
P4Resolved2.80 hr1.0 daysMet
ING222-10015412 Aug 2026Service RequestMailbox delegation
Email · SE · Site 2
P2Closed42.01 hr2.2 daysMissed
ING222-10015311 Aug 2026Quote · excludedOutlook not syncing
Microsoft 365 · ML · Remote
P3In Progress——n/a
ING222-10015207 Aug 2026Service RequestHandset registration
Telephony · KB · Branch
P2Closed——n/a
ING222-10015106 Aug 2026IncidentMFA reset
Security · AB · Head Office
P4Closed0.09 hr1.3 daysMet
ING222-10015005 Aug 2026Service RequestScan to email failing
Printing · BK · Head Office
P3Resolved1.38 hr23.3 hrMet
ING222-10014903 Aug 2026Quote · excludedHandset registration
Telephony · SE · Head Office
P4Resolved——n/a
ING222-10014802 Aug 2026IncidentLicence renewal
Line of business app · SE · Head Office
P3Resolved1.26 hr18.4 hrMet
ING222-10014724 Jul 2026Quote · excludedRestore request
Backup · ML · Head Office
P3In Progress——n/a
ING222-10014620 Jul 2026Planned Install · excludedSharePoint permission request
Microsoft 365 · ML · Head Office
P2Open——n/a
ING222-10014516 Jul 2026IncidentScreen flickering
Hardware · SE · Branch
P4Resolved1.06 hr8.5 hrMet
ING222-10014415 Jul 2026ChangeEndpoint alert investigation
Security · SE · Remote
P1Resolved1.78 hr4.6 hrMet
ING222-10014314 Jul 2026ChangeTeams sign-in loop
Microsoft 365 · SE · Head Office
P4Closed11.92 hr8.6 hrMissed
ING222-10014213 Jul 2026IncidentApplication crash on launch
Line of business app · KB · Head Office
P2Closed4.19 hr2.4 daysMet
ING222-10014109 Jul 2026Service RequestName change request
User admin · BK · Branch
P3Closed0.51 hr2.7 hrMet
ING222-10014008 Jul 2026Project · excludedSpoofed email reported
Email · TAG · Branch
P2Resolved——n/a
ING222-10013903 Jul 2026Service RequestMessage quarantined
Email · AB · Remote
P4Closed5.37 hr1.3 daysMet
ING222-10013828 Jun 2026IncidentReport not generating
Line of business app · KB · Branch
P3Closed0.54 hr1.4 daysMet
ING222-10013723 Jun 2026IncidentSharePoint permission request
Microsoft 365 · KB · Head Office
P3Closed5.31 hr2.4 daysMet
ING222-10013619 Jun 2026IncidentVoicemail not delivering
Telephony · ML · Head Office
P3Closed3.98 hr2.1 daysMet
ING222-10013518 Jun 2026IncidentEndpoint alert investigation
Security · BK · Head Office
P2Resolved0.75 hr2.0 daysMet
ING222-10013414 Jun 2026Quote · excludedLeaver process
User admin · KB · Head Office
P2Closed——n/a
ING222-10013310 Jun 2026IncidentPrinter offline
Printing · AB · Branch
P3Closed0.10 hr1.5 daysMet
ING222-10013209 Jun 2026IncidentCall quality issue
Telephony · BK · Head Office
P4Closed0.82 hr14.9 hrMet
ING222-10013102 Jun 2026IncidentHandset registration
Telephony · KB · Head Office
P3Resolved0.49 hr21.7 hrMet
ING222-10013018 May 2026Service RequestPermission change
User admin · KB · Head Office
P4Resolved40.58 hr1.6 daysMissed
ING222-10012914 May 2026Quote · excludedPrinter offline
Printing · TAG · Site 2
P4Resolved——n/a
ING222-10012812 May 2026Service RequestDatabase timeout
Line of business app · KB · Remote
P3Closed0.60 hr14.5 hrMet
ING222-10012707 May 2026Service RequestSite offline
Network · ML · Head Office
P3Closed5.38 hr1.3 daysMet
ING222-10012605 May 2026Service RequestScreen flickering
Hardware · AB · Head Office
P2Closed5.79 hr1.4 daysMet
ING222-10012521 Apr 2026Incident · excludedSharePoint permission request
Microsoft 365 · KB · Head Office
P3Closed——n/a
ING222-10012413 Apr 2026IncidentDatabase timeout
Line of business app · SE · Remote
P4Closed0.34 hr1.2 daysMet
ING222-10012310 Apr 2026Incident · excludedBackup job failed
Backup · BK · Remote
P3Closed——n/a
ING222-10012208 Apr 2026Planned Install · excludedTeams sign-in loop
Microsoft 365 · AB · Remote
P3Closed——n/a
ING222-10012103 Apr 2026Incident · excludedNew printer driver rollout
Printing · SE · Head Office
P4Closed——n/a
ING222-10012031 Mar 2026IncidentScan to email failing
Printing · ML · Head Office
P3Closed0.41 hr2.4 daysMet
ING222-10011926 Mar 2026Quote · excludedMailbox delegation
Email · AB · Site 2
P2Resolved——n/a
ING222-10011824 Mar 2026IncidentMFA reset
Security · SE · Head Office
P4Closed0.92 hr1.3 daysMet
ING222-10011723 Mar 2026Incident · excludedDistribution list change
Email · SE · Site 2
P3Resolved——n/a
ING222-10011619 Mar 2026IncidentPhishing report triage
Security · ML · Branch
P3Closed0.73 hr1.5 daysMet
ING222-10011518 Mar 2026IncidentNew printer driver rollout
Printing · SE · Remote
P4Resolved0.30 hr6.8 hrMet
ING222-10011416 Mar 2026IncidentTeams sign-in loop
Microsoft 365 · TAG · Head Office
P4Closed4.57 hr2.5 daysMet
ING222-10011315 Mar 2026Incident · excludedOutlook not syncing
Microsoft 365 · KB · Remote
P3Resolved——n/a
ING222-10011210 Mar 2026Service RequestToner replacement
Printing · KB · Remote
P3Resolved0.15 hr2.3 daysMet
ING222-10011125 Feb 2026ChangeLeaver process
User admin · TAG · Remote
P3Resolved1.17 hr21.5 hrMet
ING222-10011024 Feb 2026IncidentDistribution list change
Email · ML · Branch
P3Closed——n/a
ING222-10010923 Feb 2026IncidentVoicemail not delivering
Telephony · BK · Head Office
P3Resolved2.21 hr2.1 daysMet
ING222-10010819 Feb 2026Incident · excludedSuspicious sign-in review
Security · AB · Head Office
P4Closed——n/a
ING222-10010716 Feb 2026ChangeVoicemail not delivering
Telephony · SE · Head Office
P3Closed4.30 hr1.0 daysMet
ING222-10010604 Feb 2026Service Request · excludedReplacement keyboard
Hardware · AB · Head Office
P2Closed——n/a
ING222-10010530 Jan 2026IncidentMFA reset
Security · TAG · Head Office
P2Closed5.84 hr3.6 hrMet
ING222-10010428 Jan 2026IncidentReplacement keyboard
Hardware · SE · Branch
P4Closed1.40 hr11.2 hrMet
ING222-10010316 Jan 2026Service RequestToner replacement
Printing · ML · Remote
P3Closed——n/a
ING222-10010209 Jan 2026Service RequestCall quality issue
Telephony · BK · Head Office
P4Closed1.15 hr1.9 daysMet
ING222-10010106 Jan 2026Service RequestVoicemail not delivering
Telephony · SE · Head Office
P2Closed2.02 hr1.7 daysMet
ING222-10010001 Jan 2026Planned Install · excludedMessage quarantined
Email · SE · Branch
P3Resolved——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.