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Inglewood Construction Group

ING299ActiveNo agreement

inglewoodconstruction.co.uk · Construction · Account manager Ellie Marsh

Microsoft 365Healthy4 hr agoSupport & assets (SQL)Healthy4 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. 12 records in this selection sit outside that — quotes, projects and planned installs, plus 4 calls billed time and materials. They stay visible for volume context.

Service performance

35 eligible records in this year
Average first response
3.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
93.9%
2 call(s) over the 8-hour target
First-time fix
61.8%
Where the source records the field

Volume

Contract calls
35
47 calls logged in the period
Off contract
4
£1,679.25 chargeable
Open / closed
1 / 46
Across the selected period
Data-quality gaps
2
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

35
records
  • Line of business app6
  • Hardware5
  • Microsoft 3654
  • Telephony3
  • Printing3
  • Security3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026353.09 hr93.9%212

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
Karen Taylor92.11 hr100%0
Stacey Thomas72.10 hr100%0
Barry Ebbs66.90 hr83%1
Phil Jenkins31.02 hr100%0
Damian Armstrong31.70 hr100%0
Anne-Marie Cable21.52 hr100%0
Rachael Parkin11.12 hr100%0
Aiden Higgins14.75 hr100%0
Kelly Gregory10.41 hr100%0
Julie Herbert111.40 hr0%1
Daniel Blacker1——0

2 contract calls missed the 8-hour target

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

Longest 28.6 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
300427Barry EbbsLenovo ThinkCentre M70q2026-01-28 10:3536.55 hr+28.6SEHandset registration
300459Julie HerbertLenovo ThinkPad T142026-07-21 10:4311.40 hr+3.4TAGPrinter offline

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorEmail / Microsoft 365305 Jan 2026 – 14 Jul 2026
Karen TaylorMonitoring / server / security324 Feb 2026 – 28 Jul 2026

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
ING299-10012420 Aug 2026IncidentDocking station not detected
Hardware · KB · Site 2
P1In Progress——n/a
ING299-10012314 Aug 2026IncidentRestore request
Backup · TAG · Head Office
P3Resolved1.32 hr5.5 hrMet
ING299-10012210 Aug 2026IncidentApplication crash on launch
Line of business app · SE · Head Office
P4Resolved1.29 hr21.4 hrMet
ING299-10012104 Aug 2026IncidentBackup capacity review
Backup · ML · Remote
P4Closed——n/a
ING299-10012028 Jul 2026IncidentSuspicious sign-in review
Security · AB · Head Office
P4Closed5.90 hr1.1 daysMet
ING299-10011924 Jul 2026Service RequestDocking station not detected
Hardware · TAG · Head Office
P3Resolved4.95 hr8.9 hrMet
ING299-10011821 Jul 2026Service RequestPrinter offline
Printing · TAG · Head Office
P4Closed11.40 hr8.5 hrMissed
ING299-10011715 Jul 2026Service RequestVoicemail not delivering
Telephony · BK · Remote
P3Closed1.03 hr1.4 daysMet
ING299-10011614 Jul 2026Service RequestDistribution list change
Email · TAG · Head Office
P4Closed5.14 hr2.1 daysMet
ING299-10011509 Jul 2026IncidentBackup capacity review
Backup · BK · Head Office
P2Resolved1.00 hr2.0 daysMet
ING299-10011401 Jul 2026Service RequestName change request
User admin · TAG · Branch
P3Resolved0.30 hr1.9 daysMet
ING299-10011329 Jun 2026Project · excludedSpoofed email reported
Email · SE · Head Office
P2Closed——n/a
ING299-10011218 Jun 2026Project · excludedName change request
User admin · ML · Remote
P3Resolved——n/a
ING299-10011116 Jun 2026Service RequestApplication crash on launch
Line of business app · AB · Head Office
P2Closed1.17 hr1.3 daysMet
ING299-10011015 Jun 2026IncidentMFA reset
Security · SE · Branch
P3Closed0.26 hr1.7 hrMet
ING299-10010912 Jun 2026Incident · excludedDocking station not detected
Hardware · KB · Head Office
P3Closed——n/a
ING299-10010809 Jun 2026Service RequestApplication crash on launch
Line of business app · AB · Head Office
P4Closed0.41 hr1.6 daysMet
ING299-10010702 Jun 2026Service RequestLicence renewal
Line of business app · SE · Remote
P3Closed1.16 hr3.0 hrMet
ING299-10010627 May 2026IncidentScreen flickering
Hardware · BK · Branch
P3Resolved0.49 hr1.8 daysMet
ING299-10010525 May 2026IncidentMessage quarantined
Email · TAG · Head Office
P3Closed3.90 hr2.1 daysMet
ING299-10010420 May 2026IncidentName change request
User admin · SE · Branch
P3Closed1.35 hr9.9 hrMet
ING299-10010319 May 2026ChangeScreen flickering
Hardware · ML · Branch
P3Closed0.95 hr8.9 hrMet
ING299-10010218 May 2026IncidentScreen flickering
Hardware · TAG · Head Office
P3Closed1.51 hr18.7 hrMet
ING299-10010114 May 2026Change · excludedReplacement keyboard
Hardware · ML · Site 2
P3Closed——n/a
ING299-10010012 May 2026Planned Install · excludedSuspicious sign-in review
Security · AB · Head Office
P3Resolved——n/a
ING299-10009929 Apr 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Branch
P4Closed1.34 hr11.1 hrMet
ING299-10009827 Apr 2026Service RequestNew printer driver rollout
Printing · SE · Head Office
P1Resolved4.75 hr17.0 hrMet
ING299-10009725 Apr 2026Planned Install · excludedPhishing report triage
Security · SE · Head Office
P3Closed——n/a
ING299-10009622 Apr 2026IncidentSpoofed email reported
Email · BK · Remote
P3Closed1.12 hr1.6 daysMet
ING299-10009514 Apr 2026Incident · excludedDatabase timeout
Line of business app · AB · Site 2
P3Closed——n/a
ING299-10009413 Apr 2026Service RequestSlow VPN
Network · AB · Site 2
P4Closed0.45 hr1.4 daysMet
ING299-10009327 Mar 2026IncidentSite offline
Network · KB · Head Office
P4Closed0.08 hr1.2 daysMet
ING299-10009219 Mar 2026Quote · excludedBackup capacity review
Backup · BK · Head Office
P4Closed——n/a
ING299-10009110 Mar 2026IncidentLicence renewal
Line of business app · TAG · Head Office
P3Closed0.72 hr2.3 daysMet
ING299-10009009 Mar 2026ChangeReport not generating
Line of business app · AB · Head Office
P3Closed1.09 hr12.2 hrMet
ING299-10008907 Mar 2026IncidentLeaver process
User admin · BK · Remote
P3Resolved1.87 hr14.3 hrMet
ING299-10008824 Feb 2026Service RequestEndpoint alert investigation
Security · SE · Head Office
P2Resolved0.73 hr1.6 daysMet
ING299-10008713 Feb 2026Planned Install · excludedSuspicious sign-in review
Security · AB · Branch
P4Closed——n/a
ING299-10008628 Jan 2026IncidentHandset registration
Telephony · SE · Branch
P2Resolved36.55 hr2.4 daysMissed
ING299-10008522 Jan 2026Planned Install · excludedToner replacement
Printing · ML · Remote
P3Closed——n/a
ING299-10008421 Jan 2026IncidentToner replacement
Printing · SE · Head Office
P3Resolved1.07 hr1.5 daysMet
ING299-10008319 Jan 2026IncidentTeams sign-in loop
Microsoft 365 · BK · Branch
P2Closed1.02 hr2.1 daysMet
ING299-10008218 Jan 2026IncidentCall quality issue
Telephony · SE · Head Office
P3Closed0.21 hr2.1 daysMet
ING299-10008112 Jan 2026IncidentOutlook not syncing
Microsoft 365 · AB · Branch
P4Closed6.43 hr1.1 daysMet
ING299-10008009 Jan 2026Quote · excludedHandset registration
Telephony · KB · Head Office
P3Resolved——n/a
ING299-10007907 Jan 2026Service Request · excludedCall quality issue
Telephony · SE · Head Office
P3Resolved——n/a
ING299-10007805 Jan 2026IncidentOutlook not syncing
Microsoft 365 · BK · Site 2
P3Resolved0.86 hr6.5 hrMet
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.