SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 255 records in this selection sit outside that — quotes, projects and planned installs, plus 122 calls billed time and materials. They stay visible for volume context.
Service performance
598 eligible records in this yearAverage first response
4.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.5%
60 call(s) over the 8-hour target
First-time fix
71.8%
Where the source records the field
Volume
Contract calls
598
853 calls logged in the period
Off contract
122
£31,920.75 chargeable
Open / closed
21 / 832
Across the selected period
Data-quality gaps
24
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
598
records
- Hardware71
- Security67
- Telephony64
- Email59
- Backup59
- Line of business app58
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 598 | 4.36 hr | 89.5% | 60 | 255 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 84 | 5.11 hr | 90% | 8 |
| Karen Taylor | 80 | 3.20 hr | 92% | 6 |
| (Not recorded) | 56 | 6.74 hr | 86% | 8 |
| Stacey Thomas | 53 | 2.67 hr | 94% | 3 |
| Kelly Gregory | 49 | 4.58 hr | 85% | 7 |
| Daniel Blacker | 43 | 3.68 hr | 86% | 6 |
| Chloe Dempsey | 39 | 4.81 hr | 89% | 4 |
| Barry Ebbs | 39 | 3.97 hr | 89% | 4 |
| Damian Armstrong | 37 | 4.00 hr | 94% | 2 |
| Rachael Parkin | 35 | 2.90 hr | 94% | 2 |
| Julie Herbert | 30 | 7.49 hr | 76% | 7 |
| Phil Jenkins | 27 | 3.17 hr | 96% | 1 |
60 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 130.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309589 | (Not recorded) | Apple iPhone 14 | 2026-02-05 14:00 | 138.23 hr | +130.2 | KB | Screen flickering |
| 310056 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-06-16 09:04 | 101.20 hr | +93.2 | KB | Name change request |
| 309856 | Julie Herbert | Ubiquiti USW-Pro-24 | 2026-04-23 15:51 | 48.61 hr | +40.6 | SE | Name change request |
| 309785 | Kelly Gregory | Dell Latitude E7470 | 2026-04-01 11:29 | 47.92 hr | +39.9 | AB | Slow VPN |
| 309570 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-01-30 13:25 | 47.59 hr | +39.6 | SE | Retention change |
| 309548 | Daniel Blacker | Apple MacBook Pro 14 | 2026-01-23 12:31 | 46.51 hr | +38.5 | AB | Site offline |
| 309798 | Julie Herbert | Dell Latitude 7420 | 2026-04-06 12:01 | 43.61 hr | +35.6 | AB | Slow VPN |
| 309872 | Kelly Gregory | Apple iPhone 12 | 2026-04-27 15:03 | 43.47 hr | +35.5 | SE | Spoofed email reported |
| 310016 | Stacey Thomas | Dell Latitude 7420 | 2026-06-05 16:09 | 43.19 hr | +35.2 | KB | New extension setup |
| 309607 | Damian Armstrong | Dell Latitude E7470 | 2026-02-10 13:59 | 42.03 hr | +34.0 | SE | Screen flickering |
| 310066 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-06-17 13:05 | 42.03 hr | +34.0 | ML | Voicemail not delivering |
| 309626 | Aiden Higgins | Apple MacBook Air M2 | 2026-02-13 10:50 | 41.48 hr | +33.5 | KB | Outlook not syncing |
| 309986 | Chloe Dempsey | Dell Latitude 5440 | 2026-05-27 11:25 | 41.39 hr | +33.4 | TAG | Outlook not syncing |
| 310185 | (Not recorded) | HP EliteBook 840 G9 | 2026-07-20 09:23 | 36.61 hr | +28.6 | ML | Call quality issue |
| 309813 | Damian Armstrong | HP EliteBook 840 G9 | 2026-04-08 16:25 | 35.26 hr | +27.3 | TAG | Laptop will not boot |
| 310006 | Barry Ebbs | HP ProBook 450 G6 | 2026-06-01 13:07 | 33.52 hr | +25.5 | ML | Handset registration |
| 309799 | (Not recorded) | HP ProDesk 400 G7 | 2026-04-06 15:41 | 32.49 hr | +24.5 | TAG | Endpoint alert investigation |
| 309534 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-01-21 12:43 | 32.07 hr | +24.1 | ML | Restore request |
| 309581 | Anne-Marie Cable | Dell Latitude E7470 | 2026-02-03 16:51 | 29.87 hr | +21.9 | BK | Suspicious sign-in review |
| 309955 | Anne-Marie Cable | Aruba AP-515 | 2026-05-18 09:29 | 28.82 hr | +20.8 | BK | New extension setup |
| 309859 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-04-23 11:18 | 28.68 hr | +20.7 | AB | Wi-Fi dropouts in warehouse |
| 309606 | (Not recorded) | Fortinet FortiGate 60F | 2026-02-10 15:28 | 26.74 hr | +18.7 | ML | Spoofed email reported |
| 309941 | Phil Jenkins | Apple iPhone 14 | 2026-05-13 12:58 | 23.89 hr | +15.9 | TAG | Retention change |
| 309812 | Julie Herbert | Dell Latitude 7420 | 2026-04-08 12:01 | 22.59 hr | +14.6 | KB | Name change request |
| 310053 | Aiden Higgins | HP EliteBook 840 G9 | 2026-06-15 10:15 | 21.24 hr | +13.2 | ML | Replacement keyboard |
| 309689 | Julie Herbert | HP EliteBook 840 G9 | 2026-03-03 13:50 | 19.48 hr | +11.5 | TAG | Laptop will not boot |
| 310096 | Rachael Parkin | HP EliteBook 840 G9 | 2026-06-26 12:42 | 17.33 hr | +9.3 | TAG | Permission change |
| 309741 | Barry Ebbs | Apple MacBook Air M2 | 2026-03-17 08:06 | 16.37 hr | +8.4 | AB | Retention change |
| 309659 | Kelly Gregory | Aruba AP-515 | 2026-02-24 11:16 | 13.55 hr | +5.5 | ML | Distribution list change |
| 310192 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-07-23 17:46 | 11.99 hr | +4.0 | KB | Site offline |
| 309628 | Daniel Blacker | Apple MacBook Pro 14 | 2026-02-16 12:03 | 11.73 hr | +3.7 | AB | Switch port fault |
| 309478 | Kelly Gregory | Dell Latitude 7420 | 2026-01-08 12:17 | 11.70 hr | +3.7 | ML | Handset registration |
| 309779 | Stacey Thomas | Dell Latitude E7470 | 2026-03-27 13:14 | 11.45 hr | +3.5 | SE | Endpoint alert investigation |
| 310101 | (Not recorded) | Canon imageRUNNER 2630 | 2026-06-26 17:30 | 11.19 hr | +3.2 | ML | Distribution list change |
| 309493 | Karen Taylor | Apple MacBook Pro 14 | 2026-01-12 08:21 | 11.17 hr | +3.2 | KB | Name change request |
| 310075 | Daniel Blacker | HP EliteBook 840 G9 | 2026-06-19 17:11 | 11.12 hr | +3.1 | AB | Report not generating |
| 309483 | Barry Ebbs | Samsung Galaxy S23 | 2026-01-08 09:31 | 11.11 hr | +3.1 | TAG | Permission change |
| 309796 | Kelly Gregory | HP ProDesk 400 G7 | 2026-04-03 13:29 | 11.00 hr | +3.0 | KB | Screen flickering |
| 309639 | Karen Taylor | HP EliteBook 840 G9 | 2026-02-19 11:54 | 10.83 hr | +2.8 | ML | Phishing report triage |
| 309961 | Karen Taylor | Dell Latitude E7470 | 2026-05-19 16:42 | 10.83 hr | +2.8 | KB | Restore request |
| 310097 | Julie Herbert | Apple MacBook Pro 14 | 2026-06-26 13:39 | 10.82 hr | +2.8 | ML | Application crash on launch |
| 309573 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-02-02 10:20 | 10.69 hr | +2.7 | AB | New printer driver rollout |
| 309909 | Chloe Dempsey | Dell Latitude 5440 | 2026-05-06 09:29 | 10.62 hr | +2.6 | BK | Outlook not syncing |
| 309719 | Karen Taylor | Dell OptiPlex 7010 | 2026-03-11 08:33 | 10.34 hr | +2.3 | TAG | Mailbox delegation |
| 309919 | Karen Taylor | Lenovo ThinkPad T14 | 2026-05-08 11:12 | 10.26 hr | +2.3 | TAG | Mailbox delegation |
| 309923 | Julie Herbert | Dell Latitude 5440 | 2026-05-08 13:51 | 9.99 hr | +2.0 | AB | Restore request |
| 310223 | Stacey Thomas | Apple iPhone 12 | 2026-08-03 10:46 | 9.90 hr | +1.9 | SE | Phishing report triage |
| 309533 | Karen Taylor | Apple MacBook Air M2 | 2026-01-21 13:43 | 9.64 hr | +1.6 | BK | Permission change |
| 309755 | Daniel Blacker | Apple MacBook Air M2 | 2026-03-20 08:39 | 9.62 hr | +1.6 | AB | Report not generating |
| 309918 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-05-08 16:15 | 9.62 hr | +1.6 | AB | Application crash on launch |
| 309879 | Kelly Gregory | HP EliteBook 840 G9 | 2026-04-29 13:21 | 9.57 hr | +1.6 | AB | Suspicious sign-in review |
| 309473 | Daniel Blacker | HP ProDesk 400 G7 | 2026-01-07 09:54 | 9.46 hr | +1.5 | ML | Endpoint alert investigation |
| 309504 | Julie Herbert | HP ProBook 450 G6 | 2026-01-14 09:08 | 9.06 hr | +1.1 | BK | Leaver process |
| 309618 | (Not recorded) | Aruba AP-515 | 2026-02-12 14:52 | 9.06 hr | +1.1 | KB | Distribution list change |
| 309948 | Anne-Marie Cable | Apple iPhone 12 | 2026-05-15 15:10 | 8.74 hr | +0.7 | BK | Handset registration |
| 309907 | (Not recorded) | Apple iPhone 12 | 2026-05-06 14:30 | 8.59 hr | +0.6 | ML | Spoofed email reported |
| 309949 | (Not recorded) | Ubiquiti USW-Pro-24 | 2026-05-15 17:19 | 8.27 hr | +0.3 | BK | Leaver process |
| 309964 | Barry Ebbs | Dell Latitude 7420 | 2026-05-20 12:06 | 8.20 hr | +0.2 | ML | Teams sign-in loop |
| 310121 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-07-02 14:02 | 8.15 hr | +0.1 | KB | Call quality issue |
| 309901 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-05-05 14:04 | 8.09 hr | +0.1 | ML | Message quarantined |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 21 | 16 Jan 2026 – 20 Aug 2026 |
| Daniel Blacker | Monitoring / server / security | 15 | 07 Jan 2026 – 20 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 15 | 13 Jan 2026 – 04 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 15 | 03 Feb 2026 – 13 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 14 | 01 Jan 2026 – 25 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 13 | 01 Jan 2026 – 31 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 13 | 02 Jan 2026 – 17 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 13 | 02 Jan 2026 – 20 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Hardware | 13 | 01 Jan 2026 – 07 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 13 | 02 Jan 2026 – 17 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 12 | 01 Jan 2026 – 25 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 11 | 13 Jan 2026 – 19 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 10 | 06 Jan 2026 – 06 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 10 | 12 Jan 2026 – 14 Aug 2026 |
| Apple iPhone 12 | Monitoring / server / security | 9 | 09 Jan 2026 – 25 Aug 2026 |
| Apple iPhone 12 | Telephony | 9 | 14 Jan 2026 – 10 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
853 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| JAR555-102723 | 25 Aug 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Closed | 0.89 hr | 2.0 days | Met |
| JAR555-102722 | 25 Aug 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P3 | In Progress | — | — | n/a |
| JAR555-102721 | 25 Aug 2026 | Service Request | Backup job failed Backup · AB · Head Office | P3 | Closed | 2.40 hr | 2.1 days | Met |
| JAR555-102720 | 25 Aug 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P2 | Closed | 7.39 hr | 2.4 days | Met |
| JAR555-102719 | 25 Aug 2026 | Service Request · excluded | Suspicious sign-in review Security · AB · Site 2 | P1 | In Progress | — | — | n/a |
| JAR555-102718 | 25 Aug 2026 | Service Request | New extension setup Telephony · TAG · Branch | P2 | In Progress | — | — | n/a |
| JAR555-102717 | 25 Aug 2026 | Change | Backup job failed Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| JAR555-102716 | 25 Aug 2026 | Service Request | Name change request User admin · ML · Head Office | P2 | In Progress | — | — | n/a |
| JAR555-102715 | 24 Aug 2026 | Change | Slow VPN Network · ML · Branch | P3 | In Progress | — | — | n/a |
| JAR555-102714 | 24 Aug 2026 | Planned Install · excluded | Permission change User admin · KB · Remote | P3 | Closed | — | — | n/a |
| JAR555-102713 | 22 Aug 2026 | Change | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 0.07 hr | 17.1 hr | Met |
| JAR555-102712 | 22 Aug 2026 | Incident | Docking station not detected Hardware · BK · Remote | P3 | Closed | 0.90 hr | 2.4 days | Met |
| JAR555-102711 | 22 Aug 2026 | Incident | New printer driver rollout Printing · SE · Remote | P3 | Open | — | — | n/a |
| JAR555-102710 | 22 Aug 2026 | Service Request | Database timeout Line of business app · ML · Branch | P4 | Closed | 0.09 hr | 6.2 hr | Met |
| JAR555-102709 | 21 Aug 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 5.10 hr | 2.3 days | Met |
| JAR555-102708 | 21 Aug 2026 | Incident · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| JAR555-102707 | 20 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Closed | 0.27 hr | 1.8 days | Met |
| JAR555-102706 | 20 Aug 2026 | Incident | Mailbox delegation Email · SE · Remote | P4 | Closed | 3.62 hr | 1.6 days | Met |
| JAR555-102705 | 20 Aug 2026 | Quote · excluded | Distribution list change Email · AB · Head Office | P2 | Closed | — | — | n/a |
| JAR555-102704 | 20 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Remote | P3 | Closed | 0.98 hr | 2.0 days | Met |
| JAR555-102703 | 20 Aug 2026 | Incident | Docking station not detected Hardware · TAG · Branch | P3 | Resolved | 0.11 hr | 8.0 hr | Met |
| JAR555-102702 | 20 Aug 2026 | Change | MFA reset Security · AB · Head Office | P3 | Closed | 6.45 hr | 1.9 days | Met |
| JAR555-102701 | 20 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| JAR555-102700 | 20 Aug 2026 | Incident | MFA reset Security · TAG · Site 2 | P1 | Resolved | 1.11 hr | 15.5 hr | Met |
| JAR555-102699 | 19 Aug 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P4 | Closed | — | — | n/a |
| JAR555-102698 | 19 Aug 2026 | Service Request | Leaver process User admin · ML · Head Office | P3 | Resolved | 1.44 hr | 10.4 hr | Met |
| JAR555-102697 | 18 Aug 2026 | Project · excluded | New starter setup User admin · BK · Head Office | P1 | Closed | — | — | n/a |
| JAR555-102696 | 17 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Closed | — | — | n/a |
| JAR555-102695 | 17 Aug 2026 | Service Request | Switch port fault Network · AB · Site 2 | P4 | Resolved | 1.20 hr | 1.4 days | Met |
| JAR555-102694 | 17 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 1.47 hr | 13.3 hr | Met |
| JAR555-102693 | 17 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 0.53 hr | 1.0 days | Met |
| JAR555-102692 | 17 Aug 2026 | Service Request | Name change request User admin · SE · Head Office | P3 | Closed | 0.83 hr | 2.3 days | Met |
| JAR555-102691 | 17 Aug 2026 | Project · excluded | Phishing report triage Security · SE · Site 2 | P3 | Open | — | — | n/a |
| JAR555-102690 | 17 Aug 2026 | Planned Install · excluded | Endpoint alert investigation Security · ML · Head Office | P4 | Resolved | — | — | n/a |
| JAR555-102689 | 17 Aug 2026 | Incident · excluded | Screen flickering Hardware · SE · Branch | P1 | Closed | — | — | n/a |
| JAR555-102688 | 14 Aug 2026 | Service Request | Database timeout Line of business app · AB · Branch | P3 | Closed | 0.91 hr | 1.4 days | Met |
| JAR555-102687 | 14 Aug 2026 | Incident | Mailbox delegation Email · SE · Branch | P3 | Closed | 0.85 hr | 10.7 hr | Met |
| JAR555-102686 | 14 Aug 2026 | Incident | New extension setup Telephony · ML · Branch | P3 | Closed | 0.31 hr | 1.8 days | Met |
| JAR555-102685 | 14 Aug 2026 | Project · excluded | Screen flickering Hardware · AB · Head Office | P4 | Open | — | — | n/a |
| JAR555-102684 | 14 Aug 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Closed | 3.21 hr | 21.1 hr | Met |
| JAR555-102683 | 13 Aug 2026 | Quote · excluded | Handset registration Telephony · BK · Head Office | P3 | In Progress | — | — | n/a |
| JAR555-102682 | 13 Aug 2026 | Change · excluded | Scan to email failing Printing · AB · Head Office | P2 | Resolved | — | — | n/a |
| JAR555-102681 | 13 Aug 2026 | Change | Suspicious sign-in review Security · TAG · Remote | P3 | Closed | 5.68 hr | 1.4 days | Met |
| JAR555-102680 | 13 Aug 2026 | Incident | Endpoint alert investigation Security · AB · Branch | P3 | Closed | 3.22 hr | 2.3 days | Met |
| JAR555-102679 | 12 Aug 2026 | Planned Install · excluded | Backup capacity review Backup · BK · Head Office | P4 | Open | — | — | n/a |
| JAR555-102678 | 12 Aug 2026 | Incident | Docking station not detected Hardware · KB · Branch | P4 | Closed | 0.68 hr | 2.0 days | Met |
| JAR555-102677 | 12 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 0.84 hr | 1.4 days | Met |
| JAR555-102676 | 12 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Remote | P3 | Resolved | 2.38 hr | 2.2 days | Met |
| JAR555-102675 | 12 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · KB · Site 2 | P3 | Closed | 1.45 hr | 1.4 days | Met |
| JAR555-102674 | 12 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · AB · Site 2 | P3 | Resolved | — | — | n/a |
| JAR555-102673 | 11 Aug 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 0.25 hr | 2.3 hr | Met |
| JAR555-102672 | 11 Aug 2026 | Quote · excluded | Mailbox delegation Email · TAG · Remote | P3 | In Progress | — | — | n/a |
| JAR555-102671 | 11 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 0.93 hr | 1.1 days | Met |
| JAR555-102670 | 10 Aug 2026 | Service Request | Handset registration Telephony · ML · Remote | P2 | Closed | 5.99 hr | 5.5 hr | Met |
| JAR555-102669 | 10 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 0.95 hr | 1.0 days | Met |
| JAR555-102668 | 10 Aug 2026 | Service Request | Site offline Network · TAG · Head Office | P4 | Closed | 5.76 hr | 20.4 hr | Met |
| JAR555-102667 | 10 Aug 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | In Progress | — | — | n/a |
| JAR555-102666 | 07 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | In Progress | — | — | n/a |
| JAR555-102665 | 07 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | Resolved | 0.89 hr | 8.8 hr | Met |
| JAR555-102664 | 07 Aug 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Resolved | 2.80 hr | 1.7 days | Met |
| JAR555-102663 | 07 Aug 2026 | Incident | Printer offline Printing · TAG · Head Office | P4 | Resolved | 1.14 hr | 17.9 hr | Met |
| JAR555-102662 | 07 Aug 2026 | Incident | Backup job failed Backup · BK · Remote | P3 | Closed | 1.08 hr | 15.8 hr | Met |
| JAR555-102661 | 07 Aug 2026 | Service Request | MFA reset Security · BK · Head Office | P4 | Resolved | 1.39 hr | 2.0 days | Met |
| JAR555-102660 | 06 Aug 2026 | Change | Backup job failed Backup · SE · Branch | P3 | Closed | 0.46 hr | 3.2 hr | Met |
| JAR555-102659 | 06 Aug 2026 | Change | Printer offline Printing · TAG · Head Office | P3 | Closed | 4.39 hr | 1.9 days | Met |
| JAR555-102658 | 06 Aug 2026 | Service Request | Name change request User admin · ML · Remote | P4 | Resolved | 0.47 hr | 10.1 hr | Met |
| JAR555-102657 | 06 Aug 2026 | Incident | Backup job failed Backup · SE · Branch | P4 | Resolved | 7.92 hr | 5.6 hr | Met |
| JAR555-102656 | 06 Aug 2026 | Incident | Screen flickering Hardware · AB · Head Office | P4 | Closed | 0.31 hr | 2.0 days | Met |
| JAR555-102655 | 06 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Closed | 1.10 hr | 1.5 days | Met |
| JAR555-102654 | 05 Aug 2026 | Quote · excluded | MFA reset Security · TAG · Head Office | P2 | In Progress | — | — | n/a |
| JAR555-102653 | 05 Aug 2026 | Service Request | Name change request User admin · SE · Head Office | P2 | Resolved | 4.99 hr | 2.1 days | Met |
| JAR555-102652 | 04 Aug 2026 | Service Request | Distribution list change Email · AB · Head Office | P3 | Resolved | 0.23 hr | 1.5 days | Met |
| JAR555-102651 | 04 Aug 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| JAR555-102650 | 04 Aug 2026 | Quote · excluded | New starter setup User admin · AB · Branch | P3 | Open | — | — | n/a |
| JAR555-102649 | 04 Aug 2026 | Service Request · excluded | Phishing report triage Security · TAG · Remote | P2 | Closed | — | — | n/a |
| JAR555-102648 | 04 Aug 2026 | Incident | Mailbox delegation Email · BK · Branch | P3 | Closed | 0.60 hr | 20.2 hr | Met |
| JAR555-102647 | 04 Aug 2026 | Service Request · excluded | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | — | — | n/a |
| JAR555-102646 | 04 Aug 2026 | Quote · excluded | Restore request Backup · BK · Head Office | P4 | In Progress | — | — | n/a |
| JAR555-102645 | 03 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Remote | P3 | Closed | 4.43 hr | 1.2 days | Met |
| JAR555-102644 | 03 Aug 2026 | Incident | Mailbox delegation Email · SE · Remote | P4 | Resolved | 6.40 hr | 6.3 hr | Met |
| JAR555-102643 | 03 Aug 2026 | Incident | Phishing report triage Security · SE · Head Office | P3 | Resolved | 9.90 hr | 21.1 hr | Missed |
| JAR555-102642 | 03 Aug 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P3 | Closed | 4.59 hr | 1.9 days | Met |
| JAR555-102641 | 03 Aug 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 1.24 hr | 1.2 days | Met |
| JAR555-102640 | 03 Aug 2026 | Incident | Scan to email failing Printing · AB · Head Office | P2 | Closed | 1.49 hr | 1.3 days | Met |
| JAR555-102639 | 03 Aug 2026 | Incident | Screen flickering Hardware · BK · Head Office | P4 | Resolved | 0.99 hr | 1.3 days | Met |
| JAR555-102638 | 03 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · SE · Branch | P4 | In Progress | — | — | n/a |
| JAR555-102637 | 03 Aug 2026 | Quote · excluded | Leaver process User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| JAR555-102636 | 31 Jul 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Resolved | 1.41 hr | 1.2 days | Met |
| JAR555-102635 | 31 Jul 2026 | Service Request · excluded | Retention change Backup · BK · Remote | P3 | Closed | — | — | n/a |
| JAR555-102634 | 31 Jul 2026 | Incident | Phishing report triage Security · TAG · Head Office | P2 | Closed | 0.68 hr | 13.4 hr | Met |
| JAR555-102633 | 30 Jul 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Resolved | 5.42 hr | 20.6 hr | Met |
| JAR555-102632 | 30 Jul 2026 | Quote · excluded | Call quality issue Telephony · ML · Remote | P4 | Open | — | — | n/a |
| JAR555-102631 | 30 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Branch | P2 | In Progress | — | — | n/a |
| JAR555-102630 | 30 Jul 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P4 | Closed | 1.26 hr | 2.4 days | Met |
| JAR555-102629 | 30 Jul 2026 | Service Request · excluded | Retention change Backup · TAG · Branch | P3 | Resolved | — | — | n/a |
| JAR555-102628 | 30 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 0.79 hr | 10.3 hr | Met |
| JAR555-102627 | 30 Jul 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P1 | Resolved | 0.65 hr | 9.0 hr | Met |
| JAR555-102626 | 30 Jul 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Resolved | — | — | n/a |
| JAR555-102625 | 29 Jul 2026 | Service Request | Suspicious sign-in review Security · ML · Branch | P3 | Closed | — | — | n/a |
| JAR555-102624 | 28 Jul 2026 | Service Request · excluded | Toner replacement Printing · TAG · Head Office | P2 | Closed | — | — | n/a |
| JAR555-102623 | 28 Jul 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P1 | Resolved | 0.34 hr | 7.2 hr | Met |
| JAR555-102622 | 28 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P3 | Closed | 3.63 hr | 2.3 days | Met |
| JAR555-102621 | 28 Jul 2026 | Service Request | Message quarantined Email · KB · Remote | P2 | Closed | 5.47 hr | 7.9 hr | Met |
| JAR555-102620 | 27 Jul 2026 | Incident | Handset registration Telephony · ML · Remote | P3 | Closed | 0.12 hr | 1.4 days | Met |
| JAR555-102619 | 27 Jul 2026 | Change | Name change request User admin · KB · Head Office | P1 | Resolved | — | — | n/a |
| JAR555-102618 | 27 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P4 | Closed | 4.13 hr | 1.9 days | Met |
| JAR555-102617 | 27 Jul 2026 | Change | Site offline Network · ML · Branch | P4 | Closed | 0.68 hr | 21.7 hr | Met |
| JAR555-102616 | 24 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P3 | Closed | 1.46 hr | 20.3 hr | Met |
| JAR555-102615 | 23 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Closed | 1.25 hr | 1.2 days | Met |
| JAR555-102614 | 23 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Branch | P4 | Resolved | 1.23 hr | 4.0 hr | Met |
| JAR555-102613 | 23 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 0.25 hr | 10.7 hr | Met |
| JAR555-102612 | 23 Jul 2026 | Incident | Site offline Network · KB · Remote | P3 | Resolved | 11.99 hr | 2.4 days | Missed |
| JAR555-102611 | 23 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · KB · Remote | P3 | Resolved | — | — | n/a |
| JAR555-102610 | 22 Jul 2026 | Incident | Scan to email failing Printing · BK · Branch | P3 | Closed | 1.26 hr | 1.5 days | Met |
| JAR555-102609 | 22 Jul 2026 | Service Request | Replacement keyboard Hardware · ML · Branch | P4 | Closed | 0.23 hr | 1.1 days | Met |
| JAR555-102608 | 21 Jul 2026 | Quote · excluded | Toner replacement Printing · BK · Remote | P3 | Open | — | — | n/a |
| JAR555-102607 | 21 Jul 2026 | Change · excluded | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| JAR555-102606 | 20 Jul 2026 | Service Request | Distribution list change Email · KB · Head Office | P4 | Closed | 1.33 hr | 2.0 days | Met |
| JAR555-102605 | 20 Jul 2026 | Incident | Call quality issue Telephony · ML · Site 2 | P3 | Closed | 36.61 hr | 13.5 hr | Missed |
| JAR555-102604 | 20 Jul 2026 | Incident | Application crash on launch Line of business app · AB · Site 2 | P3 | Closed | 4.16 hr | 2.4 days | Met |
| JAR555-102603 | 20 Jul 2026 | Change | Slow VPN Network · TAG · Head Office | P2 | Closed | 1.07 hr | 7.3 hr | Met |
| JAR555-102602 | 20 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | 0.79 hr | 2.1 days | Met |
| JAR555-102601 | 20 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 7.28 hr | 1.1 days | Met |
| JAR555-102600 | 20 Jul 2026 | Incident | Endpoint alert investigation Security · KB · Remote | P2 | Resolved | 3.35 hr | 5.8 hr | Met |
| JAR555-102599 | 20 Jul 2026 | Incident | Docking station not detected Hardware · SE · Branch | P3 | Resolved | 5.46 hr | 11.5 hr | Met |
| JAR555-102598 | 17 Jul 2026 | Incident | Docking station not detected Hardware · KB · Branch | P3 | Closed | 0.33 hr | 1.4 days | Met |
| JAR555-102597 | 17 Jul 2026 | Planned Install · excluded | Suspicious sign-in review Security · AB · Branch | P4 | Closed | — | — | n/a |
| JAR555-102596 | 17 Jul 2026 | Incident | Backup capacity review Backup · AB · Branch | P2 | Resolved | 1.91 hr | 11.1 hr | Met |
| JAR555-102595 | 17 Jul 2026 | Incident | Call quality issue Telephony · SE · Head Office | P4 | Closed | 1.02 hr | 2.1 days | Met |
| JAR555-102594 | 16 Jul 2026 | Incident | Retention change Backup · KB · Head Office | P2 | Closed | 5.50 hr | 1.9 days | Met |
| JAR555-102593 | 16 Jul 2026 | Service Request | Backup capacity review Backup · ML · Branch | P3 | Closed | 5.74 hr | 2.0 hr | Met |
| JAR555-102592 | 16 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Resolved | 0.37 hr | 1.7 days | Met |
| JAR555-102591 | 15 Jul 2026 | Project · excluded | New extension setup Telephony · AB · Head Office | P4 | Resolved | — | — | n/a |
| JAR555-102590 | 15 Jul 2026 | Incident | Permission change User admin · KB · Remote | P4 | Resolved | 3.47 hr | 1.5 days | Met |
| JAR555-102589 | 15 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P2 | Closed | 1.09 hr | 1.7 days | Met |
| JAR555-102588 | 15 Jul 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Closed | 0.97 hr | 1.3 days | Met |
| JAR555-102587 | 14 Jul 2026 | Service Request | Permission change User admin · KB · Branch | P4 | Closed | — | — | n/a |
| JAR555-102586 | 14 Jul 2026 | Change | Retention change Backup · AB · Remote | P2 | Closed | 3.27 hr | 1.8 days | Met |
| JAR555-102585 | 14 Jul 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Closed | 0.54 hr | 20.1 hr | Met |
| JAR555-102584 | 14 Jul 2026 | Incident | Backup job failed Backup · KB · Branch | P4 | Closed | 1.38 hr | 23.6 hr | Met |
| JAR555-102583 | 14 Jul 2026 | Incident | Printer offline Printing · ML · Head Office | P2 | Resolved | 0.30 hr | 17.5 hr | Met |
| JAR555-102582 | 14 Jul 2026 | Planned Install · excluded | New starter setup User admin · BK · Head Office | P3 | Open | — | — | n/a |
| JAR555-102581 | 14 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Site 2 | P3 | Closed | — | — | n/a |
| JAR555-102580 | 14 Jul 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P4 | Closed | 0.83 hr | 2.3 days | Met |
| JAR555-102579 | 13 Jul 2026 | Incident | Spoofed email reported Email · AB · Head Office | P2 | Closed | 1.18 hr | 2.2 days | Met |
| JAR555-102578 | 13 Jul 2026 | Planned Install · excluded | Message quarantined Email · SE · Head Office | P2 | Closed | — | — | n/a |
| JAR555-102577 | 13 Jul 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Resolved | 0.91 hr | 1.5 days | Met |
| JAR555-102576 | 13 Jul 2026 | Incident · excluded | Report not generating Line of business app · AB · Head Office | P4 | Closed | — | — | n/a |
| JAR555-102575 | 10 Jul 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Closed | 0.36 hr | 1.2 days | Met |
| JAR555-102574 | 10 Jul 2026 | Incident | Report not generating Line of business app · SE · Branch | P4 | Resolved | 1.08 hr | 1.3 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.