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Jarrow Property Group

JAR154ActiveManaged contract

jarrowproperty.co.uk · Property · Account manager Ellie Marsh · Jarrow Holdings (site of 6)

Microsoft 365Healthy25 hr agoSupport & assets (SQL)Healthy7 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. 34 records in this selection sit outside that — quotes, projects and planned installs, plus 13 calls billed time and materials. They stay visible for volume context.

Service performance

84 eligible records in this year
Average first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
92.7%
6 call(s) over the 8-hour target
First-time fix
71.1%
Where the source records the field

Volume

Contract calls
84
118 calls logged in the period
Off contract
13
£4,943.25 chargeable
Open / closed
2 / 116
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

84
records
  • Printing12
  • Line of business app11
  • Microsoft 36510
  • Hardware10
  • Telephony9
  • Email8

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026844.11 hr92.7%634

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 Cable115.85 hr90%1
Karen Taylor101.66 hr100%0
(Not recorded)80.85 hr100%0
Barry Ebbs85.26 hr88%1
Stacey Thomas82.66 hr100%0
Damian Armstrong71.52 hr100%0
Julie Herbert61.71 hr100%0
Rachael Parkin612.46 hr83%1
Phil Jenkins51.69 hr100%0
Chloe Dempsey512.97 hr40%3
Daniel Blacker42.63 hr100%0
Kelly Gregory32.63 hr100%0

6 contract calls missed the 8-hour target

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

Longest 58.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
306532Rachael ParkinLenovo ThinkPad T142026-07-22 15:0366.54 hr+58.5SEReplacement keyboard
306439Anne-Marie CableDell Latitude 74202026-01-14 08:5544.62 hr+36.6ABSwitch port fault
306496Chloe DempseyUbiquiti USW-Pro-242026-05-06 16:2440.88 hr+32.9BKReplacement keyboard
306511Barry EbbsHP ProBook 450 G62026-06-03 10:0928.28 hr+20.3MLName change request
306462Chloe DempseyApple MacBook Air M22026-03-02 16:1110.36 hr+2.4BKReplacement keyboard
306488Chloe DempseyRuckus R5502026-04-27 12:1910.05 hr+2.0TAGLaptop will not boot

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorTelephony424 Feb 2026 – 12 Jul 2026
Stacey ThomasMonitoring / server / security407 May 2026 – 26 May 2026
(Not recorded)Email / Microsoft 365306 Jan 2026 – 06 Jul 2026
Anne-Marie CableLine of business app320 Jan 2026 – 24 Aug 2026
Kelly GregoryEmail / Microsoft 365322 Jan 2026 – 12 May 2026
Chloe DempseyHardware302 Mar 2026 – 06 May 2026
Anne-Marie CableHardware303 Jul 2026 – 25 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Dell Latitude 7420Monitoring / server / security314 Jan 2026 – 04 May 2026
Apple iPhone 12Hardware323 Mar 2026 – 25 Aug 2026
Apple MacBook Pro 14Email / Microsoft 365308 Apr 2026 – 07 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
JAR154-10038525 Aug 2026Service RequestLaptop will not boot
Hardware · ML · Head Office
P3In Progress——n/a
JAR154-10038424 Aug 2026Service RequestReport not generating
Line of business app · ML · Head Office
P2Closed1.30 hr15.7 hrMet
JAR154-10038321 Aug 2026Incident · excludedReport not generating
Line of business app · ML · Head Office
P3Closed——n/a
JAR154-10038220 Aug 2026Planned Install · excludedBackup capacity review
Backup · SE · Head Office
P4Closed——n/a
JAR154-10038119 Aug 2026Incident · excludedToner replacement
Printing · TAG · Branch
P3Resolved——n/a
JAR154-10038014 Aug 2026Service RequestSwitch port fault
Network · AB · Branch
P1Resolved1.10 hr5.3 hrMet
JAR154-10037912 Aug 2026Service RequestVoicemail not delivering
Telephony · AB · Remote
P3Closed3.25 hr4.1 hrMet
JAR154-10037811 Aug 2026IncidentDatabase timeout
Line of business app · SE · Remote
P3Closed0.23 hr10.1 hrMet
JAR154-10037707 Aug 2026Service RequestMailbox delegation
Email · SE · Head Office
P3Closed0.84 hr0.3 hrMet
JAR154-10037605 Aug 2026IncidentScan to email failing
Printing · ML · Head Office
P4Closed0.11 hr12.5 hrMet
JAR154-10037504 Aug 2026Quote · excludedPrinter offline
Printing · SE · Head Office
P3Closed——n/a
JAR154-10037431 Jul 2026IncidentMessage quarantined
Email · KB · Branch
P4Closed0.77 hr1.6 daysMet
JAR154-10037330 Jul 2026IncidentLicence renewal
Line of business app · KB · Head Office
P4Resolved0.06 hr1.3 daysMet
JAR154-10037229 Jul 2026Service Request · excludedHandset registration
Telephony · SE · Branch
P3Closed——n/a
JAR154-10037128 Jul 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Head Office
P2Closed0.90 hr2.0 daysMet
JAR154-10037027 Jul 2026Service RequestBackup job failed
Backup · TAG · Branch
P4Closed4.03 hr2.4 daysMet
JAR154-10036924 Jul 2026IncidentToner replacement
Printing · BK · Head Office
P2Closed0.54 hr1.2 daysMet
JAR154-10036822 Jul 2026Service RequestReplacement keyboard
Hardware · SE · Site 2
P3Closed66.54 hr2.4 daysMissed
JAR154-10036720 Jul 2026Service RequestLicence renewal
Line of business app · TAG · Head Office
P4Resolved0.63 hr1.8 daysMet
JAR154-10036614 Jul 2026IncidentDocking station not detected
Hardware · KB · Remote
P4Closed0.59 hr2.3 daysMet
JAR154-10036513 Jul 2026Quote · excludedLicence renewal
Line of business app · AB · Head Office
P4In Progress——n/a
JAR154-10036412 Jul 2026IncidentVoicemail not delivering
Telephony · TAG · Head Office
P3Resolved2.63 hr1.5 daysMet
JAR154-10036310 Jul 2026Service RequestPrinter offline
Printing · BK · Branch
P3Closed3.31 hr20.0 hrMet
JAR154-10036209 Jul 2026IncidentRetention change
Backup · KB · Head Office
P3Closed0.33 hr19.4 hrMet
JAR154-10036108 Jul 2026Planned Install · excludedEndpoint alert investigation
Security · KB · Site 2
P2Closed——n/a
JAR154-10036006 Jul 2026IncidentMailbox delegation
Email · KB · Head Office
P3Closed0.38 hr14.1 hrMet
JAR154-10035903 Jul 2026Service RequestScreen flickering
Hardware · TAG · Head Office
P3Resolved1.09 hr16.9 hrMet
JAR154-10035801 Jul 2026Quote · excludedDocking station not detected
Hardware · TAG · Head Office
P2Closed——n/a
JAR154-10035726 Jun 2026Service RequestPermission change
User admin · AB · Remote
P3Resolved5.86 hr1.4 daysMet
JAR154-10035625 Jun 2026Quote · excludedDistribution list change
Email · AB · Head Office
P2Closed——n/a
JAR154-10035524 Jun 2026Service Request · excludedSpoofed email reported
Email · KB · Head Office
P2Closed——n/a
JAR154-10035417 Jun 2026IncidentScan to email failing
Printing · BK · Head Office
P2Closed1.99 hr7.5 hrMet
JAR154-10035312 Jun 2026IncidentApplication crash on launch
Line of business app · KB · Branch
P4Resolved0.65 hr15.2 hrMet
JAR154-10035211 Jun 2026Service RequestVoicemail not delivering
Telephony · SE · Head Office
P4Resolved3.03 hr18.7 hrMet
JAR154-10035110 Jun 2026Service Request · excludedApplication crash on launch
Line of business app · AB · Branch
P4Closed——n/a
JAR154-10035009 Jun 2026Quote · excludedSite offline
Network · SE · Branch
P3Closed——n/a
JAR154-10034908 Jun 2026IncidentOneDrive sync conflict
Microsoft 365 · KB · Site 2
P3Closed2.79 hr2.4 daysMet
JAR154-10034805 Jun 2026ChangeSite offline
Network · TAG · Head Office
P2Closed1.30 hr1.6 daysMet
JAR154-10034703 Jun 2026ChangeName change request
User admin · ML · Head Office
P4Closed28.28 hr1.5 daysMissed
JAR154-10034602 Jun 2026Project · excludedSite offline
Network · KB · Head Office
P3Closed——n/a
JAR154-10034529 May 2026Service RequestVoicemail not delivering
Telephony · BK · Branch
P4Resolved0.99 hr1.4 daysMet
JAR154-10034428 May 2026Planned Install · excludedPhishing report triage
Security · AB · Head Office
P2Resolved——n/a
JAR154-10034326 May 2026IncidentPhishing report triage
Security · KB · Head Office
P4Resolved0.30 hr1.2 daysMet
JAR154-10034222 May 2026Service RequestEndpoint alert investigation
Security · BK · Head Office
P3Resolved1.67 hr2.1 daysMet
JAR154-10034121 May 2026IncidentDocking station not detected
Hardware · AB · Remote
P3Resolved0.14 hr9.7 hrMet
JAR154-10034020 May 2026ChangeMFA reset
Security · TAG · Branch
P3Resolved4.65 hr1.5 daysMet
JAR154-10033919 May 2026Change · excludedToner replacement
Printing · SE · Branch
P3Closed——n/a
JAR154-10033818 May 2026Quote · excludedMailbox delegation
Email · SE · Head Office
P3Closed——n/a
JAR154-10033715 May 2026Service RequestNew extension setup
Telephony · SE · Remote
P2Closed1.09 hr1.1 daysMet
JAR154-10033612 May 2026Service RequestMessage quarantined
Email · SE · Remote
P3Closed1.25 hr2.1 daysMet
JAR154-10033511 May 2026Service RequestPermission change
User admin · SE · Head Office
P3Closed1.45 hr18.6 hrMet
JAR154-10033408 May 2026IncidentMFA reset
Security · AB · Branch
P3Closed0.09 hr1.2 daysMet
JAR154-10033307 May 2026IncidentMFA reset
Security · AB · Head Office
P3Closed1.31 hr1.6 daysMet
JAR154-10033206 May 2026ChangeReplacement keyboard
Hardware · BK · Head Office
P2Closed40.88 hr1.6 daysMissed
JAR154-10033105 May 2026IncidentHandset registration
Telephony · TAG · Head Office
P2Resolved4.72 hr2.0 daysMet
JAR154-10033004 May 2026IncidentSite offline
Network · TAG · Head Office
P2Closed3.90 hr1.3 daysMet
JAR154-10032903 May 2026Incident · excludedSharePoint permission request
Microsoft 365 · KB · Site 2
P3Closed——n/a
JAR154-10032801 May 2026Service RequestLicence renewal
Line of business app · TAG · Head Office
P3Resolved3.37 hr1.7 daysMet
JAR154-10032730 Apr 2026IncidentOneDrive sync conflict
Microsoft 365 · SE · Head Office
P4Closed1.10 hr20.3 hrMet
JAR154-10032629 Apr 2026Quote · excludedDistribution list change
Email · AB · Branch
P3Resolved——n/a
JAR154-10032528 Apr 2026IncidentSharePoint permission request
Microsoft 365 · AB · Branch
P3Closed0.57 hr9.9 hrMet
JAR154-10032427 Apr 2026ChangeLaptop will not boot
Hardware · TAG · Remote
P1Resolved10.05 hr12.3 hrMissed
JAR154-10032324 Apr 2026Service RequestSpoofed email reported
Email · SE · Remote
P1Closed1.46 hr2.4 hrMet
JAR154-10032223 Apr 2026Service RequestVoicemail not delivering
Telephony · SE · Head Office
P3Resolved3.30 hr18.7 hrMet
JAR154-10032122 Apr 2026IncidentReplacement keyboard
Hardware · AB · Branch
P2Resolved3.03 hr1.6 hrMet
JAR154-10032021 Apr 2026Incident · excludedReplacement keyboard
Hardware · KB · Head Office
P4Resolved——n/a
JAR154-10031920 Apr 2026Quote · excludedSlow VPN
Network · BK · Head Office
P3Closed——n/a
JAR154-10031817 Apr 2026Incident · excludedRestore request
Backup · ML · Head Office
P4Resolved——n/a
JAR154-10031716 Apr 2026ChangeSharePoint permission request
Microsoft 365 · KB · Branch
P3Closed1.85 hr11.8 hrMet
JAR154-10031615 Apr 2026ChangeMessage quarantined
Email · TAG · Branch
P2Resolved4.69 hr1.0 daysMet
JAR154-10031514 Apr 2026Project · excludedLaptop will not boot
Hardware · BK · Head Office
P3Resolved——n/a
JAR154-10031409 Apr 2026IncidentSharePoint permission request
Microsoft 365 · SE · Head Office
P3Resolved2.32 hr19.4 hrMet
JAR154-10031308 Apr 2026IncidentTeams sign-in loop
Microsoft 365 · KB · Head Office
P1Resolved0.45 hr16.3 hrMet
JAR154-10031207 Apr 2026ChangeReport not generating
Line of business app · KB · Head Office
P3Closed0.32 hr1.6 daysMet
JAR154-10031103 Apr 2026Service RequestLeaver process
User admin · SE · Head Office
P4Closed0.95 hr1.1 daysMet
JAR154-10031002 Apr 2026ChangeToner replacement
Printing · ML · Head Office
P3Resolved2.26 hr5.6 hrMet
JAR154-10030901 Apr 2026IncidentLicence renewal
Line of business app · TAG · Head Office
P1Closed0.85 hr16.4 hrMet
JAR154-10030827 Mar 2026IncidentDistribution list change
Email · AB · Remote
P3Resolved0.62 hr1.3 daysMet
JAR154-10030725 Mar 2026IncidentScan to email failing
Printing · ML · Head Office
P3Resolved0.23 hr2.0 daysMet
JAR154-10030623 Mar 2026IncidentScreen flickering
Hardware · KB · Head Office
P3Closed1.61 hr2.5 daysMet
JAR154-10030518 Mar 2026Project · excludedSpoofed email reported
Email · BK · Remote
P2Resolved——n/a
JAR154-10030416 Mar 2026IncidentSlow VPN
Network · AB · Branch
P4Closed4.25 hr1.4 daysMet
JAR154-10030310 Mar 2026Project · excludedLeaver process
User admin · TAG · Head Office
P4Closed——n/a
JAR154-10030206 Mar 2026IncidentNew extension setup
Telephony · BK · Branch
P2Closed2.74 hr0.7 hrMet
JAR154-10030105 Mar 2026Service Request · excludedOneDrive sync conflict
Microsoft 365 · BK · Branch
P4Closed——n/a
JAR154-10030004 Mar 2026Project · excludedOneDrive sync conflict
Microsoft 365 · AB · Branch
P4Resolved——n/a
JAR154-10029903 Mar 2026Quote · excludedName change request
User admin · SE · Head Office
P1Resolved——n/a
JAR154-10029802 Mar 2026Service RequestReplacement keyboard
Hardware · BK · Site 2
P3Closed10.36 hr1.7 daysMissed
JAR154-10029727 Feb 2026IncidentSharePoint permission request
Microsoft 365 · SE · Head Office
P3Resolved0.28 hr2.3 daysMet
JAR154-10029626 Feb 2026Planned Install · excludedNew starter setup
User admin · TAG · Site 2
P2Closed——n/a
JAR154-10029524 Feb 2026Service RequestHandset registration
Telephony · TAG · Head Office
P2Resolved0.49 hr1.3 daysMet
JAR154-10029423 Feb 2026Service RequestPrinter offline
Printing · ML · Head Office
P3Closed0.06 hr4.8 hrMet
JAR154-10029319 Feb 2026IncidentEndpoint alert investigation
Security · SE · Head Office
P4Resolved4.31 hr1.7 daysMet
JAR154-10029217 Feb 2026Service RequestPermission change
User admin · AB · Head Office
P4Closed3.05 hr1.8 daysMet
JAR154-10029116 Feb 2026IncidentName change request
User admin · AB · Remote
P3Resolved0.26 hr2.0 daysMet
JAR154-10029012 Feb 2026Incident · excludedSuspicious sign-in review
Security · ML · Head Office
P4Resolved——n/a
JAR154-10028910 Feb 2026Service RequestToner replacement
Printing · BK · Site 2
P3Resolved5.03 hr20.0 hrMet
JAR154-10028806 Feb 2026Quote · excludedScan to email failing
Printing · TAG · Head Office
P3Resolved——n/a
JAR154-10028705 Feb 2026IncidentDatabase timeout
Line of business app · SE · Head Office
P4Closed2.96 hr2.0 daysMet
JAR154-10028604 Feb 2026Service RequestRetention change
Backup · ML · Head Office
P4Resolved0.28 hr1.1 daysMet
JAR154-10028502 Feb 2026Quote · excludedReport not generating
Line of business app · AB · Branch
P4Resolved——n/a
JAR154-10028430 Jan 2026ChangePrinter offline
Printing · ML · Head Office
P3Resolved1.44 hr19.1 hrMet
JAR154-10028329 Jan 2026Incident · excludedEndpoint alert investigation
Security · ML · Remote
P3Closed——n/a
JAR154-10028228 Jan 2026ChangePhishing report triage
Security · KB · Site 2
P3Resolved——n/a
JAR154-10028127 Jan 2026Incident · excludedLicence renewal
Line of business app · SE · Remote
P3Closed——n/a
JAR154-10028026 Jan 2026Service RequestReport not generating
Line of business app · KB · Head Office
P3Closed5.68 hr1.9 daysMet
JAR154-10027922 Jan 2026IncidentOutlook not syncing
Microsoft 365 · AB · Remote
P2Resolved5.53 hr1.6 daysMet
JAR154-10027820 Jan 2026Service RequestDatabase timeout
Line of business app · ML · Remote
P3Closed0.92 hr1.9 daysMet
JAR154-10027719 Jan 2026Service RequestSpoofed email reported
Email · KB · Branch
P2Closed1.72 hr2.1 daysMet
JAR154-10027615 Jan 2026IncidentToner replacement
Printing · SE · Remote
P3Closed0.65 hr13.5 hrMet
JAR154-10027514 Jan 2026Service RequestSwitch port fault
Network · AB · Remote
P4Closed44.62 hr1.3 daysMissed
JAR154-10027413 Jan 2026Project · excludedBackup capacity review
Backup · ML · Remote
P2Closed——n/a
JAR154-10027309 Jan 2026IncidentBackup capacity review
Backup · BK · Branch
P3Resolved3.98 hr1.5 daysMet
JAR154-10027207 Jan 2026IncidentNew printer driver rollout
Printing · KB · Head Office
P3Resolved0.16 hr2.2 daysMet
JAR154-10027106 Jan 2026IncidentTeams sign-in loop
Microsoft 365 · SE · Head Office
P2Resolved0.27 hr2.2 daysMet
JAR154-10027005 Jan 2026IncidentPermission change
User admin · ML · Head Office
P3Resolved2.46 hr2.3 daysMet
JAR154-10026902 Jan 2026IncidentScan to email failing
Printing · SE · Head Office
P4Resolved0.50 hr16.8 hrMet
JAR154-10026801 Jan 2026IncidentRestore request
Backup · SE · Head Office
P3Closed0.90 hr1.5 daysMet
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.