SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 83 records in this selection sit outside that — quotes, projects and planned installs, plus 31 calls billed time and materials. They stay visible for volume context.
Service performance
150 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.3%
14 call(s) over the 8-hour target
First-time fix
70.7%
Where the source records the field
Volume
Contract calls
150
233 calls logged in the period
Off contract
31
£12,224.25 chargeable
Open / closed
3 / 230
Across the selected period
Data-quality gaps
6
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
150
records
- Line of business app19
- Network18
- Printing17
- Security16
- Email15
- User admin15
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 150 | 5.66 hr | 90.3% | 14 | 83 |
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 | 27 | 13.08 hr | 88% | 3 |
| Anne-Marie Cable | 19 | 8.83 hr | 88% | 2 |
| Julie Herbert | 16 | 3.94 hr | 94% | 1 |
| Barry Ebbs | 13 | 2.21 hr | 92% | 1 |
| Chloe Dempsey | 12 | 5.60 hr | 83% | 2 |
| Rachael Parkin | 11 | 2.63 hr | 90% | 1 |
| Aiden Higgins | 10 | 1.69 hr | 100% | 0 |
| Daniel Blacker | 9 | 1.18 hr | 100% | 0 |
| (Not recorded) | 8 | 2.58 hr | 100% | 0 |
| Stacey Thomas | 8 | 2.91 hr | 100% | 0 |
| Kelly Gregory | 7 | 3.58 hr | 86% | 1 |
| Damian Armstrong | 6 | 6.28 hr | 83% | 1 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 142.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302867 | Karen Taylor | Dell Latitude 7420 | 2026-04-17 17:13 | 150.07 hr | +142.1 | AB | Handset registration |
| 302850 | Karen Taylor | Samsung Galaxy A54 | 2026-04-01 15:43 | 130.96 hr | +123.0 | TAG | Voicemail not delivering |
| 302819 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-02-27 12:26 | 102.95 hr | +95.0 | AB | Docking station not detected |
| 302821 | Julie Herbert | Samsung Galaxy A54 | 2026-03-03 12:42 | 45.12 hr | +37.1 | TAG | Application crash on launch |
| 302929 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-06-22 08:12 | 37.32 hr | +29.3 | BK | Replacement keyboard |
| 302856 | Damian Armstrong | Lenovo ThinkCentre M70q | 2026-04-09 14:22 | 29.91 hr | +21.9 | BK | Call quality issue |
| 302768 | Anne-Marie Cable | Ubiquiti USW-Pro-24 | 2026-01-05 14:38 | 20.14 hr | +12.1 | KB | MFA reset |
| 302820 | Kelly Gregory | HP EliteBook 840 G9 | 2026-03-02 17:22 | 11.69 hr | +3.7 | TAG | Message quarantined |
| 302779 | Rachael Parkin | HP EliteBook 840 G9 | 2026-01-16 08:26 | 11.15 hr | +3.1 | KB | New printer driver rollout |
| 302947 | Phil Jenkins | Samsung Galaxy A54 | 2026-07-03 17:58 | 10.32 hr | +2.3 | BK | Application crash on launch |
| 302792 | Barry Ebbs | HP ProBook 450 G6 | 2026-01-27 10:57 | 9.36 hr | +1.4 | AB | Teams sign-in loop |
| 302920 | Phil Jenkins | Dell Latitude 7420 | 2026-06-14 17:31 | 8.88 hr | +0.9 | SE | Replacement keyboard |
| 302955 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-07-13 16:26 | 8.83 hr | +0.8 | AB | Distribution list change |
| 302933 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-06-25 11:31 | 8.21 hr | +0.2 | SE | Switch port fault |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Monitoring / server / security | 8 | 05 Jan 2026 – 13 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 05 Jan 2026 – 24 Jun 2026 |
| Barry Ebbs | Email / Microsoft 365 | 6 | 18 Jan 2026 – 02 May 2026 |
| Chloe Dempsey | Monitoring / server / security | 5 | 25 Feb 2026 – 03 Aug 2026 |
| Karen Taylor | User administration | 5 | 16 Mar 2026 – 02 Jul 2026 |
| Anne-Marie Cable | Hardware | 4 | 01 Jan 2026 – 08 Jun 2026 |
| Karen Taylor | Backup / restore | 4 | 07 Jan 2026 – 03 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 15 Jan 2026 – 21 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Monitoring / server / security | 5 | 19 Feb 2026 – 13 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 5 | 02 Mar 2026 – 29 Jun 2026 |
| Samsung Galaxy A54 | Line of business app | 4 | 03 Mar 2026 – 03 Jul 2026 |
| Samsung Galaxy S23 | Monitoring / server / security | 3 | 05 Jan 2026 – 24 Jun 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 3 | 12 Jan 2026 – 18 Mar 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 3 | 14 Jan 2026 – 21 Aug 2026 |
| HP EliteBook 840 G9 | Printing | 3 | 16 Jan 2026 – 20 Apr 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 3 | 20 Jan 2026 – 30 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
233 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| JES623-100721 | 25 Aug 2026 | Planned Install · excluded | Retention change Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| JES623-100720 | 24 Aug 2026 | Incident | Licence renewal Line of business app · SE · Branch | P4 | Resolved | 1.41 hr | 1.7 days | Met |
| JES623-100719 | 21 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Resolved | 6.37 hr | 1.6 days | Met |
| JES623-100718 | 20 Aug 2026 | Incident · excluded | Backup job failed Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| JES623-100717 | 19 Aug 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Closed | 1.28 hr | 1.3 days | Met |
| JES623-100716 | 18 Aug 2026 | Service Request | MFA reset Security · TAG · Head Office | P4 | Resolved | 1.04 hr | 2.1 days | Met |
| JES623-100715 | 18 Aug 2026 | Incident | Endpoint alert investigation Security · KB · Branch | P4 | Closed | 3.83 hr | 2.7 hr | Met |
| JES623-100714 | 17 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| JES623-100713 | 17 Aug 2026 | Project · excluded | Laptop will not boot Hardware · KB · Head Office | P2 | In Progress | — | — | n/a |
| JES623-100712 | 14 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Closed | 0.58 hr | 1.5 days | Met |
| JES623-100711 | 13 Aug 2026 | Incident | Switch port fault Network · ML · Head Office | P4 | Resolved | 1.77 hr | 1.2 days | Met |
| JES623-100710 | 12 Aug 2026 | Quote · excluded | Distribution list change Email · BK · Remote | P3 | Closed | — | — | n/a |
| JES623-100709 | 11 Aug 2026 | Project · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| JES623-100708 | 10 Aug 2026 | Incident · excluded | Restore request Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| JES623-100707 | 10 Aug 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| JES623-100706 | 08 Aug 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P2 | Closed | 2.09 hr | 1.3 days | Met |
| JES623-100705 | 08 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 1.01 hr | 1.1 days | Met |
| JES623-100704 | 07 Aug 2026 | Incident · excluded | MFA reset Security · KB · Head Office | P3 | Closed | — | — | n/a |
| JES623-100703 | 06 Aug 2026 | Change · excluded | Voicemail not delivering Telephony · BK · Branch | P3 | Closed | — | — | n/a |
| JES623-100702 | 05 Aug 2026 | Service Request | Toner replacement Printing · TAG · Remote | P4 | Resolved | 1.16 hr | 1.7 days | Met |
| JES623-100701 | 05 Aug 2026 | Incident | New printer driver rollout Printing · AB · Branch | P4 | Closed | 2.58 hr | 2.1 days | Met |
| JES623-100700 | 04 Aug 2026 | Incident · excluded | Laptop will not boot Hardware · ML · Head Office | P4 | Resolved | — | — | n/a |
| JES623-100699 | 04 Aug 2026 | Service Request | New extension setup Telephony · AB · Head Office | P4 | Closed | 7.02 hr | 11.4 hr | Met |
| JES623-100698 | 03 Aug 2026 | Service Request | MFA reset Security · BK · Head Office | P3 | Closed | 0.55 hr | 1.7 days | Met |
| JES623-100697 | 31 Jul 2026 | Incident | Name change request User admin · BK · Remote | P4 | Resolved | 3.96 hr | 11.1 hr | Met |
| JES623-100696 | 30 Jul 2026 | Change | New extension setup Telephony · AB · Remote | P3 | Resolved | 2.58 hr | 2.2 days | Met |
| JES623-100695 | 30 Jul 2026 | Service Request | Permission change User admin · SE · Head Office | P4 | Resolved | 0.59 hr | 1.7 days | Met |
| JES623-100694 | 29 Jul 2026 | Change | Retention change Backup · TAG · Remote | P4 | Closed | 0.16 hr | 1.6 days | Met |
| JES623-100693 | 28 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 1.77 hr | 1.5 days | Met |
| JES623-100692 | 28 Jul 2026 | Incident · excluded | Toner replacement Printing · ML · Branch | P2 | Closed | — | — | n/a |
| JES623-100691 | 27 Jul 2026 | Change | Phishing report triage Security · ML · Head Office | P2 | Closed | 0.14 hr | 2.1 days | Met |
| JES623-100690 | 27 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| JES623-100689 | 24 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P4 | Resolved | 2.12 hr | 2.1 days | Met |
| JES623-100688 | 23 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Remote | P2 | Closed | 0.92 hr | 2.0 days | Met |
| JES623-100687 | 22 Jul 2026 | Incident · excluded | Phishing report triage Security · BK · Remote | P3 | Resolved | — | — | n/a |
| JES623-100686 | 21 Jul 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P1 | Closed | 0.83 hr | 7.0 hr | Met |
| JES623-100685 | 21 Jul 2026 | Service Request | Call quality issue Telephony · BK · Site 2 | P2 | Resolved | 2.97 hr | 21.9 hr | Met |
| JES623-100684 | 17 Jul 2026 | Service Request | Backup job failed Backup · KB · Branch | P2 | Resolved | 0.92 hr | 2.4 days | Met |
| JES623-100683 | 16 Jul 2026 | Quote · excluded | Scan to email failing Printing · TAG · Head Office | P2 | Closed | — | — | n/a |
| JES623-100682 | 15 Jul 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 0.30 hr | 1.5 days | Met |
| JES623-100681 | 15 Jul 2026 | Service Request | Call quality issue Telephony · SE · Branch | P3 | Closed | 0.33 hr | 3.8 hr | Met |
| JES623-100680 | 14 Jul 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | In Progress | — | — | n/a |
| JES623-100679 | 14 Jul 2026 | Quote · excluded | Retention change Backup · KB · Branch | P4 | In Progress | — | — | n/a |
| JES623-100678 | 13 Jul 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 5.82 hr | 23.4 hr | Met |
| JES623-100677 | 13 Jul 2026 | Incident | Distribution list change Email · AB · Remote | P3 | Resolved | 8.83 hr | 1.3 days | Missed |
| JES623-100676 | 10 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 0.12 hr | 14.1 hr | Met |
| JES623-100675 | 10 Jul 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · ML · Site 2 | P3 | Closed | — | — | n/a |
| JES623-100674 | 09 Jul 2026 | Incident | Scan to email failing Printing · ML · Site 2 | P2 | Resolved | 5.25 hr | 15.9 hr | Met |
| JES623-100673 | 08 Jul 2026 | Incident | New starter setup User admin · BK · Head Office | P2 | Closed | 6.11 hr | 1.3 days | Met |
| JES623-100672 | 07 Jul 2026 | Service Request · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| JES623-100671 | 07 Jul 2026 | Quote · excluded | MFA reset Security · SE · Remote | P2 | Resolved | — | — | n/a |
| JES623-100670 | 03 Jul 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Resolved | 0.05 hr | 21.6 hr | Met |
| JES623-100669 | 03 Jul 2026 | Change | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 10.32 hr | 1.5 days | Missed |
| JES623-100668 | 02 Jul 2026 | Quote · excluded | Site offline Network · AB · Branch | P1 | Closed | — | — | n/a |
| JES623-100667 | 02 Jul 2026 | Incident | Leaver process User admin · AB · Head Office | P4 | Closed | 2.31 hr | 15.8 hr | Met |
| JES623-100666 | 01 Jul 2026 | Incident | New starter setup User admin · AB · Branch | P2 | Resolved | 0.97 hr | 2.1 days | Met |
| JES623-100665 | 01 Jul 2026 | Project · excluded | Slow VPN Network · TAG · Branch | P3 | Resolved | — | — | n/a |
| JES623-100664 | 30 Jun 2026 | Quote · excluded | Mailbox delegation Email · AB · Head Office | P1 | Closed | — | — | n/a |
| JES623-100663 | 30 Jun 2026 | Service Request | Phishing report triage Security · KB · Head Office | P4 | Resolved | 0.29 hr | 2.4 hr | Met |
| JES623-100662 | 29 Jun 2026 | Incident | Name change request User admin · TAG · Head Office | P3 | Closed | 1.34 hr | 2.4 days | Met |
| JES623-100661 | 29 Jun 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 4.82 hr | 1.3 days | Met |
| JES623-100660 | 28 Jun 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P2 | Resolved | 3.63 hr | 1.3 days | Met |
| JES623-100659 | 28 Jun 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| JES623-100658 | 26 Jun 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Resolved | 0.90 hr | 4.3 hr | Met |
| JES623-100657 | 26 Jun 2026 | Incident · excluded | Leaver process User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| JES623-100656 | 25 Jun 2026 | Project · excluded | Suspicious sign-in review Security · BK · Remote | P3 | Closed | — | — | n/a |
| JES623-100655 | 25 Jun 2026 | Service Request | Switch port fault Network · SE · Head Office | P3 | Closed | 8.21 hr | 12.7 hr | Missed |
| JES623-100654 | 24 Jun 2026 | Incident · excluded | Restore request Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| JES623-100653 | 24 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 0.72 hr | 4.0 hr | Met |
| JES623-100652 | 23 Jun 2026 | Quote · excluded | Spoofed email reported Email · TAG · Remote | P4 | Resolved | — | — | n/a |
| JES623-100651 | 22 Jun 2026 | Change | Replacement keyboard Hardware · BK · Remote | P3 | Closed | 37.32 hr | 22.1 hr | Missed |
| JES623-100650 | 19 Jun 2026 | Planned Install · excluded | Laptop will not boot Hardware · TAG · Site 2 | P4 | Closed | — | — | n/a |
| JES623-100649 | 19 Jun 2026 | Change · excluded | Database timeout Line of business app · SE · Branch | P3 | Resolved | — | — | n/a |
| JES623-100648 | 18 Jun 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| JES623-100647 | 17 Jun 2026 | Service Request | Switch port fault Network · ML · Head Office | P3 | Closed | 0.42 hr | 2.5 hr | Met |
| JES623-100646 | 16 Jun 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 5.34 hr | 11.4 hr | Met |
| JES623-100645 | 15 Jun 2026 | Service Request | Report not generating Line of business app · AB · Site 2 | P2 | Resolved | 0.97 hr | 23.5 hr | Met |
| JES623-100644 | 15 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Site 2 | P4 | Closed | 0.92 hr | 11.1 hr | Met |
| JES623-100643 | 14 Jun 2026 | Incident | Call quality issue Telephony · KB · Head Office | P2 | Closed | 0.22 hr | 1.4 hr | Met |
| JES623-100642 | 14 Jun 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P4 | Resolved | 8.88 hr | 2.4 days | Missed |
| JES623-100641 | 12 Jun 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 2.80 hr | 2.1 days | Met |
| JES623-100640 | 11 Jun 2026 | Quote · excluded | Retention change Backup · AB · Branch | P3 | Resolved | — | — | n/a |
| JES623-100639 | 09 Jun 2026 | Change | New starter setup User admin · TAG · Branch | P4 | Resolved | 0.72 hr | 18.6 hr | Met |
| JES623-100638 | 09 Jun 2026 | Planned Install · excluded | Database timeout Line of business app · KB · Remote | P2 | Closed | — | — | n/a |
| JES623-100637 | 08 Jun 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | 0.41 hr | 22.9 hr | Met |
| JES623-100636 | 08 Jun 2026 | Project · excluded | MFA reset Security · BK · Remote | P2 | Resolved | — | — | n/a |
| JES623-100635 | 04 Jun 2026 | Incident | Screen flickering Hardware · TAG · Remote | P3 | Closed | 1.23 hr | 23.0 hr | Met |
| JES623-100634 | 03 Jun 2026 | Service Request | Printer offline Printing · SE · Site 2 | P1 | Resolved | 1.89 hr | 3.6 hr | Met |
| JES623-100633 | 02 Jun 2026 | Quote · excluded | Distribution list change Email · BK · Branch | P4 | Closed | — | — | n/a |
| JES623-100632 | 01 Jun 2026 | Incident | Screen flickering Hardware · KB · Remote | P3 | Resolved | 0.69 hr | 2.6 hr | Met |
| JES623-100631 | 31 May 2026 | Incident | Licence renewal Line of business app · BK · Branch | P3 | Closed | 0.75 hr | 2.4 days | Met |
| JES623-100630 | 31 May 2026 | Change | Restore request Backup · TAG · Head Office | P4 | Closed | 0.60 hr | 1.4 days | Met |
| JES623-100629 | 29 May 2026 | Service Request | Phishing report triage Security · AB · Remote | P3 | Closed | 2.22 hr | 2.2 days | Met |
| JES623-100628 | 28 May 2026 | Quote · excluded | Phishing report triage Security · SE · Head Office | P3 | Resolved | — | — | n/a |
| JES623-100627 | 28 May 2026 | Service Request | Toner replacement Printing · AB · Branch | P3 | Resolved | 7.24 hr | 1.4 days | Met |
| JES623-100626 | 26 May 2026 | Planned Install · excluded | Switch port fault Network · KB · Head Office | P4 | Resolved | — | — | n/a |
| JES623-100625 | 25 May 2026 | Quote · excluded | Distribution list change Email · KB · Remote | P2 | Resolved | — | — | n/a |
| JES623-100624 | 22 May 2026 | Incident | New starter setup User admin · BK · Site 2 | P3 | Closed | — | — | n/a |
| JES623-100623 | 21 May 2026 | Project · excluded | Leaver process User admin · BK · Remote | P3 | Closed | — | — | n/a |
| JES623-100622 | 20 May 2026 | Incident | Site offline Network · AB · Head Office | P4 | Resolved | 0.65 hr | 1.7 days | Met |
| JES623-100621 | 20 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Closed | — | — | n/a |
| JES623-100620 | 18 May 2026 | Incident | Database timeout Line of business app · KB · Remote | P3 | Closed | 5.35 hr | 1.9 days | Met |
| JES623-100619 | 15 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Branch | P3 | Resolved | 0.58 hr | 21.8 hr | Met |
| JES623-100618 | 14 May 2026 | Incident | Retention change Backup · BK · Head Office | P4 | Closed | 1.28 hr | 10.7 hr | Met |
| JES623-100617 | 12 May 2026 | Incident · excluded | Backup capacity review Backup · AB · Site 2 | P4 | Closed | — | — | n/a |
| JES623-100616 | 12 May 2026 | Incident | Name change request User admin · AB · Branch | P4 | Resolved | 3.48 hr | 2.0 hr | Met |
| JES623-100615 | 11 May 2026 | Incident · excluded | Mailbox delegation Email · AB · Head Office | P4 | Resolved | — | — | n/a |
| JES623-100614 | 11 May 2026 | Quote · excluded | Screen flickering Hardware · ML · Head Office | P2 | Resolved | — | — | n/a |
| JES623-100613 | 08 May 2026 | Incident | Application crash on launch Line of business app · TAG · Branch | P2 | Resolved | 0.38 hr | 22.4 hr | Met |
| JES623-100612 | 07 May 2026 | Planned Install · excluded | New starter setup User admin · BK · Branch | P2 | Resolved | — | — | n/a |
| JES623-100611 | 06 May 2026 | Project · excluded | Outlook not syncing Microsoft 365 · SE · Branch | P3 | Closed | — | — | n/a |
| JES623-100610 | 06 May 2026 | Service Request | Message quarantined Email · ML · Head Office | P2 | Resolved | 3.68 hr | 1.4 days | Met |
| JES623-100609 | 05 May 2026 | Incident | Slow VPN Network · ML · Head Office | P2 | Resolved | 0.86 hr | 1.3 days | Met |
| JES623-100608 | 05 May 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P2 | Resolved | 2.94 hr | 12.3 hr | Met |
| JES623-100607 | 04 May 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Resolved | 0.94 hr | 17.0 hr | Met |
| JES623-100606 | 02 May 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Branch | P4 | Resolved | 1.39 hr | 2.4 days | Met |
| JES623-100605 | 02 May 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 1.49 hr | 0.7 hr | Met |
| JES623-100604 | 01 May 2026 | Change | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 0.76 hr | 1.3 days | Met |
| JES623-100603 | 30 Apr 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P3 | Closed | 0.16 hr | 1.9 days | Met |
| JES623-100602 | 30 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| JES623-100601 | 28 Apr 2026 | Incident | Site offline Network · AB · Remote | P3 | Resolved | 0.97 hr | 6.3 hr | Met |
| JES623-100600 | 28 Apr 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Closed | 4.93 hr | 1.3 days | Met |
| JES623-100599 | 27 Apr 2026 | Quote · excluded | Mailbox delegation Email · AB · Branch | P4 | Closed | — | — | n/a |
| JES623-100598 | 27 Apr 2026 | Project · excluded | SharePoint permission request Microsoft 365 · TAG · Remote | P4 | Closed | — | — | n/a |
| JES623-100597 | 24 Apr 2026 | Quote · excluded | Slow VPN Network · KB · Head Office | P4 | Closed | — | — | n/a |
| JES623-100596 | 23 Apr 2026 | Service Request | Voicemail not delivering Telephony · TAG · Branch | P2 | Closed | 1.30 hr | 22.9 hr | Met |
| JES623-100595 | 23 Apr 2026 | Incident · excluded | Phishing report triage Security · ML · Remote | P2 | Resolved | — | — | n/a |
| JES623-100594 | 22 Apr 2026 | Service Request | Application crash on launch Line of business app · KB · Branch | P2 | Closed | 1.35 hr | 1.2 days | Met |
| JES623-100593 | 22 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Branch | P2 | Closed | 0.84 hr | 2.0 days | Met |
| JES623-100592 | 21 Apr 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Closed | 0.54 hr | 23.4 hr | Met |
| JES623-100591 | 20 Apr 2026 | Incident | Scan to email failing Printing · BK · Head Office | P2 | Resolved | 0.37 hr | 1.4 days | Met |
| JES623-100590 | 19 Apr 2026 | Incident | Screen flickering Hardware · AB · Branch | P4 | Closed | 1.45 hr | 2.4 days | Met |
| JES623-100589 | 17 Apr 2026 | Incident | Handset registration Telephony · AB · Head Office | P4 | Closed | 150.07 hr | 2.1 days | Missed |
| JES623-100588 | 16 Apr 2026 | Change | Backup job failed Backup · AB · Head Office | P2 | Closed | 1.17 hr | 1.5 days | Met |
| JES623-100587 | 15 Apr 2026 | Change | Name change request User admin · BK · Head Office | P2 | Resolved | 0.06 hr | 1.6 hr | Met |
| JES623-100586 | 15 Apr 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | 1.40 hr | 2.2 days | Met |
| JES623-100585 | 14 Apr 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Resolved | 4.13 hr | 1.6 days | Met |
| JES623-100584 | 14 Apr 2026 | Incident | Message quarantined Email · KB · Remote | P3 | Closed | 0.11 hr | 13.4 hr | Met |
| JES623-100583 | 13 Apr 2026 | Incident · excluded | Database timeout Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| JES623-100582 | 13 Apr 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · KB · Remote | P2 | Closed | — | — | n/a |
| JES623-100581 | 11 Apr 2026 | Service Request | Switch port fault Network · KB · Remote | P3 | Closed | 4.08 hr | 5.2 hr | Met |
| JES623-100580 | 10 Apr 2026 | Incident · excluded | Screen flickering Hardware · KB · Branch | P3 | Closed | — | — | n/a |
| JES623-100579 | 09 Apr 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Resolved | 3.81 hr | 0.4 hr | Met |
| JES623-100578 | 09 Apr 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 29.91 hr | 23.4 hr | Missed |
| JES623-100577 | 08 Apr 2026 | Incident | Licence renewal Line of business app · AB · Remote | P2 | Closed | 0.63 hr | 1.1 days | Met |
| JES623-100576 | 07 Apr 2026 | Service Request | MFA reset Security · ML · Head Office | P3 | Closed | 5.73 hr | 1.3 days | Met |
| JES623-100575 | 06 Apr 2026 | Change | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 0.33 hr | 17.4 hr | Met |
| JES623-100574 | 03 Apr 2026 | Planned Install · excluded | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| JES623-100573 | 02 Apr 2026 | Service Request · excluded | Screen flickering Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| JES623-100572 | 01 Apr 2026 | Incident | Voicemail not delivering Telephony · TAG · Branch | P3 | Closed | 130.96 hr | 19.9 hr | Missed |
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.