SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 24 records in this selection sit outside that — quotes, projects and planned installs, plus 12 calls billed time and materials. They stay visible for volume context.
Service performance
76 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.0%
8 call(s) over the 8-hour target
First-time fix
72.0%
Where the source records the field
Volume
Contract calls
76
100 calls logged in the period
Off contract
12
£2,928 chargeable
Open / closed
2 / 98
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
76
records
- User admin11
- Telephony11
- Line of business app8
- Network8
- Email8
- Microsoft 3657
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 76 | 4.16 hr | 89.0% | 8 | 24 |
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 | 16 | 4.58 hr | 87% | 2 |
| Rachael Parkin | 10 | 2.53 hr | 100% | 0 |
| Stacey Thomas | 8 | 7.32 hr | 71% | 2 |
| Anne-Marie Cable | 8 | 3.27 hr | 100% | 0 |
| Barry Ebbs | 7 | 2.80 hr | 86% | 1 |
| Kelly Gregory | 6 | 2.76 hr | 83% | 1 |
| Chloe Dempsey | 6 | 2.32 hr | 100% | 0 |
| Aiden Higgins | 5 | 1.88 hr | 100% | 0 |
| Julie Herbert | 3 | 12.02 hr | 67% | 1 |
| Daniel Blacker | 2 | 2.56 hr | 100% | 0 |
| Damian Armstrong | 2 | 16.14 hr | 50% | 1 |
| Phil Jenkins | 2 | 0.51 hr | 100% | 0 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 26.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307732 | Karen Taylor | Samsung Galaxy A54 | 2026-08-18 11:20 | 34.84 hr | +26.8 | ML | Replacement keyboard |
| 307662 | Julie Herbert | Samsung Galaxy A54 | 2026-03-03 14:30 | 34.51 hr | +26.5 | TAG | Laptop will not boot |
| 307707 | Damian Armstrong | Apple MacBook Pro 14 | 2026-06-23 12:11 | 30.03 hr | +22.0 | KB | Mailbox delegation |
| 307701 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-06-02 16:42 | 29.43 hr | +21.4 | SE | Permission change |
| 307723 | Stacey Thomas | Apple MacBook Pro 14 | 2026-07-29 17:25 | 12.18 hr | +4.2 | BK | Licence renewal |
| 307638 | Kelly Gregory | Dell OptiPlex 3050 | 2026-01-07 17:02 | 11.58 hr | +3.6 | KB | Restore request |
| 307644 | Barry Ebbs | Apple MacBook Air M2 | 2026-01-23 15:48 | 11.46 hr | +3.5 | KB | Wi-Fi dropouts in warehouse |
| 307690 | Karen Taylor | Ruckus R550 | 2026-05-08 08:47 | 8.78 hr | +0.8 | AB | Call quality issue |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | User administration | 6 | 26 Jan 2026 – 23 Jul 2026 |
| Rachael Parkin | Email / Microsoft 365 | 3 | 10 Feb 2026 – 27 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 24 Feb 2026 – 31 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Monitoring / server / security | 4 | 23 Jan 2026 – 09 Jun 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 3 | 10 Feb 2026 – 27 Jul 2026 |
| Lenovo ThinkPad T14 | User administration | 3 | 26 Feb 2026 – 23 Jul 2026 |
| Lenovo ThinkPad T14 | Backup / restore | 3 | 23 Mar 2026 – 29 May 2026 |
| Apple MacBook Pro 14 | Telephony | 3 | 07 May 2026 – 04 Aug 2026 |
| Apple MacBook Air M2 | Printing | 3 | 26 Jun 2026 – 08 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
100 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| IVY009-100313 | 24 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | 0.61 hr | 2.1 days | Met |
| IVY009-100312 | 20 Aug 2026 | Service Request | Switch port fault Network · AB · Branch | P4 | In Progress | — | — | n/a |
| IVY009-100311 | 19 Aug 2026 | Incident | Name change request User admin · SE · Branch | P3 | Closed | 5.19 hr | 1.9 days | Met |
| IVY009-100310 | 18 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 34.84 hr | 1.3 days | Missed |
| IVY009-100309 | 17 Aug 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| IVY009-100308 | 11 Aug 2026 | Incident | MFA reset Security · AB · Head Office | P4 | Closed | 0.64 hr | 4.9 hr | Met |
| IVY009-100307 | 10 Aug 2026 | Incident · excluded | Leaver process User admin · AB · Site 2 | P2 | Resolved | — | — | n/a |
| IVY009-100306 | 07 Aug 2026 | Quote · excluded | Slow VPN Network · AB · Site 2 | P3 | Open | — | — | n/a |
| IVY009-100305 | 06 Aug 2026 | Incident | Application crash on launch Line of business app · ML · Remote | P4 | Closed | 1.40 hr | 2.2 days | Met |
| IVY009-100304 | 04 Aug 2026 | Incident | Call quality issue Telephony · TAG · Branch | P4 | Resolved | 0.20 hr | 13.9 hr | Met |
| IVY009-100303 | 31 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Resolved | 1.87 hr | 2.4 days | Met |
| IVY009-100302 | 30 Jul 2026 | Incident | Mailbox delegation Email · KB · Head Office | P1 | Closed | 0.98 hr | 14.9 hr | Met |
| IVY009-100301 | 29 Jul 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 12.18 hr | 1.3 days | Missed |
| IVY009-100300 | 27 Jul 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 2.52 hr | 10.8 hr | Met |
| IVY009-100299 | 24 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Resolved | 5.95 hr | 2.3 days | Met |
| IVY009-100298 | 23 Jul 2026 | Change | Name change request User admin · KB · Remote | P4 | Resolved | 0.57 hr | 1.1 days | Met |
| IVY009-100297 | 17 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 0.56 hr | 11.1 hr | Met |
| IVY009-100296 | 14 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Branch | P3 | Closed | 5.26 hr | 21.0 hr | Met |
| IVY009-100295 | 13 Jul 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 0.10 hr | 2.0 days | Met |
| IVY009-100294 | 11 Jul 2026 | Service Request | Spoofed email reported Email · AB · Branch | P4 | Closed | 1.24 hr | 2.4 days | Met |
| IVY009-100293 | 10 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| IVY009-100292 | 09 Jul 2026 | Incident | Screen flickering Hardware · AB · Branch | P3 | Resolved | 1.21 hr | 9.6 hr | Met |
| IVY009-100291 | 08 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Closed | 1.26 hr | 2.2 days | Met |
| IVY009-100290 | 07 Jul 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 0.41 hr | 2.1 days | Met |
| IVY009-100289 | 02 Jul 2026 | Incident | Scan to email failing Printing · TAG · Remote | P3 | Closed | 4.32 hr | 17.1 hr | Met |
| IVY009-100288 | 30 Jun 2026 | Service Request | Call quality issue Telephony · ML · Remote | P4 | Closed | 0.26 hr | 9.7 hr | Met |
| IVY009-100287 | 26 Jun 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 0.74 hr | 15.3 hr | Met |
| IVY009-100286 | 24 Jun 2026 | Service Request | Message quarantined Email · BK · Branch | P3 | Closed | 5.66 hr | 19.9 hr | Met |
| IVY009-100285 | 23 Jun 2026 | Incident | Mailbox delegation Email · KB · Head Office | P2 | Closed | 30.03 hr | 2.2 days | Missed |
| IVY009-100284 | 22 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P2 | Resolved | 1.22 hr | 7.9 hr | Met |
| IVY009-100283 | 18 Jun 2026 | Service Request | Name change request User admin · ML · Remote | P3 | Closed | 2.94 hr | 1.3 days | Met |
| IVY009-100282 | 17 Jun 2026 | Change | Distribution list change Email · ML · Head Office | P4 | Closed | 2.16 hr | 1.8 days | Met |
| IVY009-100281 | 10 Jun 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 0.28 hr | 1.6 days | Met |
| IVY009-100280 | 09 Jun 2026 | Service Request | MFA reset Security · SE · Head Office | P3 | Closed | 2.93 hr | 22.8 hr | Met |
| IVY009-100279 | 02 Jun 2026 | Service Request | Permission change User admin · SE · Head Office | P3 | Closed | 29.43 hr | 2.0 days | Missed |
| IVY009-100278 | 01 Jun 2026 | Incident | Restore request Backup · AB · Head Office | P3 | Resolved | 5.18 hr | 1.9 days | Met |
| IVY009-100277 | 29 May 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Resolved | 0.83 hr | 2.4 hr | Met |
| IVY009-100276 | 26 May 2026 | Incident · excluded | New printer driver rollout Printing · AB · Head Office | P2 | Resolved | — | — | n/a |
| IVY009-100275 | 21 May 2026 | Service Request | Name change request User admin · SE · Head Office | P3 | Closed | 1.25 hr | 1.3 days | Met |
| IVY009-100274 | 19 May 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Closed | 2.90 hr | 6.8 hr | Met |
| IVY009-100273 | 15 May 2026 | Quote · excluded | Permission change User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| IVY009-100272 | 14 May 2026 | Project · excluded | SharePoint permission request Microsoft 365 · SE · Remote | P4 | Closed | — | — | n/a |
| IVY009-100271 | 13 May 2026 | Service Request · excluded | Slow VPN Network · ML · Branch | P3 | Resolved | — | — | n/a |
| IVY009-100270 | 12 May 2026 | Service Request | Handset registration Telephony · ML · Remote | P3 | Closed | 0.81 hr | 3.3 hr | Met |
| IVY009-100269 | 09 May 2026 | Incident | Permission change User admin · ML · Remote | P3 | Resolved | 0.20 hr | 13.6 hr | Met |
| IVY009-100268 | 08 May 2026 | Incident | Call quality issue Telephony · AB · Head Office | P4 | Closed | 8.78 hr | 2.3 days | Missed |
| IVY009-100267 | 07 May 2026 | Incident | Call quality issue Telephony · SE · Head Office | P4 | Resolved | 0.59 hr | 1.3 days | Met |
| IVY009-100266 | 06 May 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P4 | Resolved | 0.33 hr | 23.3 hr | Met |
| IVY009-100265 | 01 May 2026 | Project · excluded | Phishing report triage Security · KB · Remote | P3 | Closed | — | — | n/a |
| IVY009-100264 | 30 Apr 2026 | Incident | Switch port fault Network · AB · Remote | P2 | Closed | 0.92 hr | 1.8 days | Met |
| IVY009-100263 | 28 Apr 2026 | Service Request · excluded | Handset registration Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| IVY009-100262 | 23 Apr 2026 | Incident | Retention change Backup · KB · Head Office | P4 | Closed | 0.58 hr | 3.8 hr | Met |
| IVY009-100261 | 21 Apr 2026 | Planned Install · excluded | Site offline Network · ML · Head Office | P4 | Resolved | — | — | n/a |
| IVY009-100260 | 20 Apr 2026 | Incident | Call quality issue Telephony · ML · Remote | P2 | Closed | 3.94 hr | 17.5 hr | Met |
| IVY009-100259 | 17 Apr 2026 | Service Request | Screen flickering Hardware · BK · Branch | P3 | Closed | 1.09 hr | 21.4 hr | Met |
| IVY009-100258 | 14 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Resolved | — | — | n/a |
| IVY009-100257 | 13 Apr 2026 | Incident · excluded | Endpoint alert investigation Security · ML · Head Office | P4 | Resolved | — | — | n/a |
| IVY009-100256 | 10 Apr 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 0.20 hr | 23.9 hr | Met |
| IVY009-100255 | 09 Apr 2026 | Incident | Screen flickering Hardware · ML · Head Office | P4 | Resolved | 5.10 hr | 12.2 hr | Met |
| IVY009-100254 | 08 Apr 2026 | Incident · excluded | Retention change Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| IVY009-100253 | 02 Apr 2026 | Incident | Switch port fault Network · AB · Site 2 | P3 | Resolved | 4.45 hr | 2.2 days | Met |
| IVY009-100252 | 27 Mar 2026 | Project · excluded | SharePoint permission request Microsoft 365 · BK · Branch | P4 | Closed | — | — | n/a |
| IVY009-100251 | 26 Mar 2026 | Planned Install · excluded | Toner replacement Printing · BK · Site 2 | P3 | Resolved | — | — | n/a |
| IVY009-100250 | 25 Mar 2026 | Incident | Slow VPN Network · AB · Site 2 | P3 | Resolved | 5.85 hr | 20.9 hr | Met |
| IVY009-100249 | 24 Mar 2026 | Service Request | New extension setup Telephony · SE · Site 2 | P3 | Closed | 5.62 hr | 5.8 hr | Met |
| IVY009-100248 | 23 Mar 2026 | Service Request | Backup job failed Backup · TAG · Remote | P3 | Resolved | 3.55 hr | 1.9 days | Met |
| IVY009-100247 | 20 Mar 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Closed | 2.26 hr | 22.3 hr | Met |
| IVY009-100246 | 19 Mar 2026 | Service Request | Leaver process User admin · KB · Head Office | P2 | Closed | 0.28 hr | 1.0 days | Met |
| IVY009-100245 | 17 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | 1.05 hr | 2.1 days | Met |
| IVY009-100244 | 16 Mar 2026 | Incident | Licence renewal Line of business app · BK · Remote | P1 | Closed | 4.91 hr | 15.7 hr | Met |
| IVY009-100243 | 11 Mar 2026 | Incident | Backup capacity review Backup · TAG · Remote | P3 | Closed | 0.46 hr | 5.9 hr | Met |
| IVY009-100242 | 10 Mar 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Closed | 2.04 hr | 13.3 hr | Met |
| IVY009-100241 | 06 Mar 2026 | Service Request · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| IVY009-100240 | 03 Mar 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Resolved | 34.51 hr | 1.3 days | Missed |
| IVY009-100239 | 27 Feb 2026 | Incident | Scan to email failing Printing · BK · Remote | P3 | Resolved | 0.23 hr | 2.5 days | Met |
| IVY009-100238 | 26 Feb 2026 | Service Request | New starter setup User admin · BK · Branch | P2 | Closed | 0.11 hr | 2.0 days | Met |
| IVY009-100237 | 24 Feb 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Closed | 5.12 hr | 22.1 hr | Met |
| IVY009-100236 | 23 Feb 2026 | Incident | Printer offline Printing · BK · Branch | P3 | Closed | 3.50 hr | 11.4 hr | Met |
| IVY009-100235 | 19 Feb 2026 | Planned Install · excluded | Screen flickering Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| IVY009-100234 | 18 Feb 2026 | Change | New extension setup Telephony · AB · Remote | P3 | Resolved | 4.93 hr | 1.8 days | Met |
| IVY009-100233 | 17 Feb 2026 | Incident | Call quality issue Telephony · TAG · Branch | P3 | Closed | — | — | n/a |
| IVY009-100232 | 13 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Site 2 | P3 | Resolved | 0.99 hr | 15.9 hr | Met |
| IVY009-100231 | 12 Feb 2026 | Incident | Mailbox delegation Email · KB · Branch | P3 | Resolved | 0.22 hr | 14.5 hr | Met |
| IVY009-100230 | 11 Feb 2026 | Service Request | Retention change Backup · AB · Head Office | P4 | Closed | 1.00 hr | 1.1 days | Met |
| IVY009-100229 | 10 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Remote | P4 | Closed | 1.67 hr | 19.9 hr | Met |
| IVY009-100228 | 05 Feb 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P4 | Closed | 6.09 hr | 1.3 days | Met |
| IVY009-100227 | 03 Feb 2026 | Incident · excluded | Handset registration Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| IVY009-100226 | 02 Feb 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P3 | Resolved | — | — | n/a |
| IVY009-100225 | 29 Jan 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | 0.43 hr | 1.3 days | Met |
| IVY009-100224 | 28 Jan 2026 | Quote · excluded | Toner replacement Printing · ML · Head Office | P2 | Closed | — | — | n/a |
| IVY009-100223 | 26 Jan 2026 | Incident | Permission change User admin · TAG · Site 2 | P3 | Resolved | 0.53 hr | 2.2 days | Met |
| IVY009-100222 | 23 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Resolved | 11.46 hr | 2.1 days | Missed |
| IVY009-100221 | 22 Jan 2026 | Quote · excluded | Permission change User admin · KB · Site 2 | P2 | Closed | — | — | n/a |
| IVY009-100220 | 20 Jan 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| IVY009-100219 | 15 Jan 2026 | Incident · excluded | Docking station not detected Hardware · TAG · Remote | P3 | Resolved | — | — | n/a |
| IVY009-100218 | 12 Jan 2026 | Incident | Report not generating Line of business app · ML · Site 2 | P3 | Resolved | 0.64 hr | 1.8 days | Met |
| IVY009-100217 | 09 Jan 2026 | Incident | Name change request User admin · KB · Branch | P2 | Resolved | 0.09 hr | 2.3 days | Met |
| IVY009-100216 | 07 Jan 2026 | Incident | Restore request Backup · KB · Remote | P3 | Closed | 11.58 hr | 10.6 hr | Missed |
| IVY009-100215 | 06 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.54 hr | 1.4 days | Met |
| IVY009-100214 | 05 Jan 2026 | Incident · excluded | Leaver process User admin · AB · Remote | P3 | Closed | — | — | 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.