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Kelsdon Consulting & Co

KEL162ActiveManaged contract

kelsdonconsulting.co.uk · Professional services · Account manager Priya Raman · Kelsdon Holdings (site of 3)

Microsoft 365Partial3 weeks agoSupport & assets (SQL)Healthy21 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. 4 records in this selection sit outside that — quotes, projects and planned installs, plus 1 call billed time and materials. They stay visible for volume context.

Service performance

29 eligible records in this year
Average first response
3.8 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
89.3%
3 call(s) over the 8-hour target
First-time fix
72.4%
Where the source records the field

Volume

Contract calls
29
33 calls logged in the period
Off contract
1
£468.75 chargeable
Open / closed
0 / 33
Across the selected period
Data-quality gaps
1
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

29
records
  • Backup6
  • Line of business app5
  • Network4
  • Hardware3
  • Microsoft 3653
  • Security2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026293.85 hr89.3%34

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Karen Taylor97.80 hr78%2
Daniel Blacker51.08 hr100%0
Anne-Marie Cable41.05 hr100%0
Damian Armstrong21.25 hr100%0
Barry Ebbs23.84 hr100%0
Kelly Gregory12.83 hr100%0
Julie Herbert14.62 hr100%0
Stacey Thomas11.29 hr100%0
Chloe Dempsey10.43 hr100%0
Rachael Parkin13.50 hr100%0
Aiden Higgins10.61 hr100%0
(Not recorded)18.28 hr0%1

3 contract calls missed the 8-hour target

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

Longest 38.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
307230Karen TaylorApple iPhone 142026-01-06 10:4246.49 hr+38.5MLSuspicious sign-in review
307252Karen TaylorHP ProDesk 400 G72026-07-10 12:549.70 hr+1.7KBSlow VPN
307251(Not recorded)Dell PowerEdge R7502026-07-06 16:408.28 hr+0.3MLLaptop 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 TaylorMonitoring / server / security306 Jan 2026 – 15 Jul 2026
Daniel BlackerLine of business app327 Jan 2026 – 13 Jul 2026

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
KEL162-10008418 Aug 2026ChangeSharePoint permission request
Microsoft 365 · KB · Head Office
P1Closed0.80 hr13.8 hrMet
KEL162-10008313 Aug 2026IncidentMailbox delegation
Email · KB · Head Office
P2Resolved——n/a
KEL162-10008212 Aug 2026IncidentRestore request
Backup · AB · Branch
P3Resolved1.38 hr6.0 hrMet
KEL162-10008110 Aug 2026Quote · excludedNew starter setup
User admin · AB · Head Office
P3Closed——n/a
KEL162-10008006 Aug 2026Service RequestDocking station not detected
Hardware · AB · Head Office
P3Closed0.74 hr2.2 daysMet
KEL162-10007904 Aug 2026Service Request · excludedToner replacement
Printing · ML · Site 2
P3Closed——n/a
KEL162-10007829 Jul 2026IncidentBackup capacity review
Backup · BK · Head Office
P3Closed0.84 hr3.9 hrMet
KEL162-10007727 Jul 2026Service RequestBackup job failed
Backup · ML · Head Office
P3Closed0.85 hr23.0 hrMet
KEL162-10007615 Jul 2026Service RequestMFA reset
Security · TAG · Head Office
P3Closed0.65 hr2.1 daysMet
KEL162-10007513 Jul 2026IncidentReport not generating
Line of business app · KB · Site 2
P4Closed0.14 hr9.0 hrMet
KEL162-10007410 Jul 2026ChangeSlow VPN
Network · KB · Head Office
P3Resolved9.70 hr1.9 daysMissed
KEL162-10007306 Jul 2026Service RequestLaptop will not boot
Hardware · ML · Branch
P3Closed8.28 hr11.8 hrMissed
KEL162-10007223 Jun 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Resolved1.03 hr1.9 daysMet
KEL162-10007109 Jun 2026IncidentOutlook not syncing
Microsoft 365 · ML · Remote
P4Closed0.94 hr1.2 daysMet
KEL162-10007005 Jun 2026Project · excludedLicence renewal
Line of business app · ML · Branch
P3Resolved——n/a
KEL162-10006903 Jun 2026IncidentScan to email failing
Printing · KB · Branch
P2Closed3.84 hr1.7 daysMet
KEL162-10006802 Jun 2026IncidentNew starter setup
User admin · TAG · Head Office
P3Resolved0.61 hr11.0 hrMet
KEL162-10006729 May 2026IncidentSwitch port fault
Network · TAG · Branch
P3Closed3.50 hr5.6 hrMet
KEL162-10006627 May 2026IncidentDatabase timeout
Line of business app · ML · Head Office
P2Resolved3.38 hr17.4 hrMet
KEL162-10006526 May 2026IncidentBackup capacity review
Backup · AB · Head Office
P3Closed0.43 hr2.0 daysMet
KEL162-10006430 Apr 2026Service RequestRestore request
Backup · BK · Head Office
P3Closed0.54 hr1.4 daysMet
KEL162-10006324 Apr 2026IncidentDocking station not detected
Hardware · KB · Head Office
P3Closed0.90 hr6.3 hrMet
KEL162-10006222 Apr 2026IncidentNew starter setup
User admin · AB · Head Office
P2Resolved5.14 hr1.0 daysMet
KEL162-10006120 Apr 2026Quote · excludedSwitch port fault
Network · TAG · Head Office
P3Closed——n/a
KEL162-10006016 Apr 2026Service RequestReport not generating
Line of business app · BK · Branch
P3Resolved1.29 hr1.4 daysMet
KEL162-10005926 Mar 2026IncidentBackup job failed
Backup · SE · Remote
P4Resolved4.75 hr2.3 daysMet
KEL162-10005804 Mar 2026IncidentSite offline
Network · TAG · Head Office
P3Resolved4.62 hr1.3 hrMet
KEL162-10005713 Feb 2026Service RequestApplication crash on launch
Line of business app · TAG · Head Office
P3Resolved1.18 hr2.2 daysMet
KEL162-10005609 Feb 2026IncidentVoicemail not delivering
Telephony · SE · Branch
P3Resolved2.83 hr1.0 daysMet
KEL162-10005527 Jan 2026Service RequestApplication crash on launch
Line of business app · TAG · Head Office
P3Resolved0.39 hr1.0 daysMet
KEL162-10005410 Jan 2026IncidentSite offline
Network · BK · Head Office
P3Closed1.65 hr1.3 daysMet
KEL162-10005308 Jan 2026IncidentCall quality issue
Telephony · BK · Head Office
P1Resolved0.83 hr3.5 hrMet
KEL162-10005206 Jan 2026Service RequestSuspicious sign-in review
Security · ML · Head Office
P3Resolved46.49 hr1.8 daysMissed
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.