SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 55 records in this selection sit outside that — quotes, projects and planned installs, plus 22 calls billed time and materials. They stay visible for volume context.
Service performance
142 eligible records in this yearAverage first response
5.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.6%
16 call(s) over the 8-hour target
First-time fix
70.4%
Where the source records the field
Volume
Contract calls
142
197 calls logged in the period
Off contract
22
£7,476 chargeable
Open / closed
7 / 190
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
142
records
- Microsoft 36521
- Telephony16
- Backup16
- Printing15
- Email15
- Security15
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 142 | 5.89 hr | 88.6% | 16 | 55 |
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 | 21 | 2.05 hr | 95% | 1 |
| Anne-Marie Cable | 19 | 3.36 hr | 95% | 1 |
| Stacey Thomas | 15 | 4.26 hr | 93% | 1 |
| Kelly Gregory | 14 | 1.61 hr | 100% | 0 |
| Damian Armstrong | 13 | 6.76 hr | 77% | 3 |
| (Not recorded) | 10 | 2.04 hr | 90% | 1 |
| Julie Herbert | 10 | 19.52 hr | 70% | 3 |
| Chloe Dempsey | 9 | 2.83 hr | 100% | 0 |
| Barry Ebbs | 9 | 7.61 hr | 67% | 3 |
| Rachael Parkin | 6 | 3.16 hr | 100% | 0 |
| Aiden Higgins | 6 | 11.52 hr | 60% | 2 |
| Phil Jenkins | 5 | 3.79 hr | 100% | 0 |
16 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 141.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306830 | Julie Herbert | WatchGuard T85-W | 2026-01-27 15:18 | 149.27 hr | +141.3 | ML | Spoofed email reported |
| 306849 | Daniel Blacker | Apple iPhone 12 | 2026-02-19 15:02 | 137.72 hr | +129.7 | TAG | Leaver process |
| 306970 | Aiden Higgins | HP ProBook 450 G6 | 2026-07-22 14:02 | 44.05 hr | +36.0 | BK | New extension setup |
| 306944 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-06-23 14:34 | 31.96 hr | +24.0 | BK | Endpoint alert investigation |
| 306994 | Stacey Thomas | HP ProDesk 400 G7 | 2026-08-12 11:18 | 27.71 hr | +19.7 | AB | Teams sign-in loop |
| 306809 | Damian Armstrong | Brother MFC-L8690 | 2026-01-07 13:53 | 27.24 hr | +19.2 | SE | Spoofed email reported |
| 306911 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-05-18 15:41 | 23.04 hr | +15.0 | AB | Switch port fault |
| 306867 | Damian Armstrong | Samsung Galaxy A54 | 2026-03-19 17:55 | 21.22 hr | +13.2 | ML | OneDrive sync conflict |
| 306829 | Damian Armstrong | HP ProDesk 400 G7 | 2026-01-26 10:25 | 18.73 hr | +10.7 | BK | OneDrive sync conflict |
| 306875 | Julie Herbert | Dell OptiPlex 3050 | 2026-03-26 14:19 | 17.71 hr | +9.7 | SE | Application crash on launch |
| 306865 | Karen Taylor | HP ProDesk 400 G7 | 2026-03-16 12:50 | 12.10 hr | +4.1 | BK | Database timeout |
| 306980 | (Not recorded) | Apple iPhone 14 | 2026-07-31 10:55 | 11.58 hr | +3.6 | KB | New starter setup |
| 306894 | Barry Ebbs | Dell Latitude 5440 | 2026-04-28 15:00 | 10.68 hr | +2.7 | KB | Printer offline |
| 306984 | Barry Ebbs | HP ProBook 450 G6 | 2026-08-04 12:49 | 10.43 hr | +2.4 | ML | Site offline |
| 306913 | Julie Herbert | HPE ProLiant DL380 Gen10 | 2026-05-20 10:08 | 10.01 hr | +2.0 | BK | Switch port fault |
| 306920 | Aiden Higgins | Apple MacBook Pro 14 | 2026-05-27 15:53 | 9.19 hr | +1.2 | TAG | New starter setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 8 | 06 Apr 2026 – 19 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 6 | 15 Jan 2026 – 05 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 4 | 07 Jan 2026 – 19 Mar 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 04 Feb 2026 – 17 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 13 Feb 2026 – 30 Jul 2026 |
| Damian Armstrong | Monitoring / server / security | 4 | 13 Apr 2026 – 20 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 21 Apr 2026 – 10 Aug 2026 |
| Aiden Higgins | Telephony | 4 | 05 May 2026 – 22 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 7 | 15 Jan 2026 – 17 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 5 | 09 Jan 2026 – 19 Aug 2026 |
| HP ProBook 450 G6 | Printing | 4 | 05 Jan 2026 – 25 Aug 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 4 | 11 Jan 2026 – 12 Aug 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 4 | 23 Jan 2026 – 04 Aug 2026 |
| Dell OptiPlex 3050 | Line of business app | 4 | 25 Mar 2026 – 29 Jun 2026 |
| HP ProDesk 400 G7 | Backup / restore | 4 | 31 Mar 2026 – 06 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 4 | 18 May 2026 – 20 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
197 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KEL360-100601 | 25 Aug 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Resolved | 3.05 hr | 2.3 days | Met |
| KEL360-100600 | 20 Aug 2026 | Service Request | Endpoint alert investigation Security · ML · Branch | P4 | Resolved | 4.78 hr | 1.0 days | Met |
| KEL360-100599 | 20 Aug 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 5.67 hr | 1.5 days | Met |
| KEL360-100598 | 19 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Resolved | 1.19 hr | 1.1 days | Met |
| KEL360-100597 | 17 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Closed | 1.46 hr | 3.4 hr | Met |
| KEL360-100596 | 17 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 4.22 hr | 2.4 days | Met |
| KEL360-100595 | 16 Aug 2026 | Project · excluded | Screen flickering Hardware · BK · Head Office | P3 | In Progress | — | — | n/a |
| KEL360-100594 | 13 Aug 2026 | Incident | New printer driver rollout Printing · BK · Remote | P3 | Closed | 1.38 hr | 4.5 hr | Met |
| KEL360-100593 | 13 Aug 2026 | Service Request | Scan to email failing Printing · AB · Remote | P2 | Closed | 4.36 hr | 2.0 days | Met |
| KEL360-100592 | 12 Aug 2026 | Quote · excluded | Leaver process User admin · BK · Head Office | P3 | In Progress | — | — | n/a |
| KEL360-100591 | 12 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Closed | 27.71 hr | 18.4 hr | Missed |
| KEL360-100590 | 11 Aug 2026 | Incident · excluded | Mailbox delegation Email · BK · Head Office | P2 | Closed | — | — | n/a |
| KEL360-100589 | 10 Aug 2026 | Project · excluded | Backup job failed Backup · BK · Head Office | P4 | In Progress | — | — | n/a |
| KEL360-100588 | 10 Aug 2026 | Incident | Phishing report triage Security · SE · Head Office | P4 | Closed | 3.45 hr | 18.5 hr | Met |
| KEL360-100587 | 07 Aug 2026 | Quote · excluded | Permission change User admin · TAG · Site 2 | P4 | Open | — | — | n/a |
| KEL360-100586 | 06 Aug 2026 | Incident | Restore request Backup · ML · Head Office | P2 | Closed | 1.08 hr | 2.4 days | Met |
| KEL360-100585 | 06 Aug 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Closed | 0.19 hr | 1.0 days | Met |
| KEL360-100584 | 05 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 1.06 hr | 2.3 days | Met |
| KEL360-100583 | 05 Aug 2026 | Service Request | MFA reset Security · KB · Head Office | P3 | Closed | 0.16 hr | 1.3 days | Met |
| KEL360-100582 | 04 Aug 2026 | Service Request | Retention change Backup · ML · Branch | P4 | Closed | 1.14 hr | 1.1 days | Met |
| KEL360-100581 | 04 Aug 2026 | Service Request | Site offline Network · ML · Site 2 | P3 | Closed | 10.43 hr | 1.9 days | Missed |
| KEL360-100580 | 03 Aug 2026 | Service Request · excluded | Site offline Network · ML · Remote | P3 | Closed | — | — | n/a |
| KEL360-100579 | 02 Aug 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P3 | Closed | 4.13 hr | 2.1 days | Met |
| KEL360-100578 | 31 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · AB · Head Office | P4 | In Progress | — | — | n/a |
| KEL360-100577 | 31 Jul 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Closed | 11.58 hr | 14.1 hr | Missed |
| KEL360-100576 | 30 Jul 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 1.10 hr | 2.1 days | Met |
| KEL360-100575 | 29 Jul 2026 | Incident | Scan to email failing Printing · AB · Head Office | P4 | Closed | 3.51 hr | 5.4 hr | Met |
| KEL360-100574 | 29 Jul 2026 | Change | Spoofed email reported Email · KB · Head Office | P3 | Closed | 1.01 hr | 1.4 days | Met |
| KEL360-100573 | 28 Jul 2026 | Quote · excluded | Handset registration Telephony · SE · Head Office | P4 | Open | — | — | n/a |
| KEL360-100572 | 28 Jul 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · ML · Branch | P3 | Closed | — | — | n/a |
| KEL360-100571 | 27 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Closed | 3.28 hr | 2.4 days | Met |
| KEL360-100570 | 24 Jul 2026 | Incident | Message quarantined Email · AB · Site 2 | P4 | Resolved | 0.71 hr | 1.7 days | Met |
| KEL360-100569 | 23 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | Resolved | 4.17 hr | 8.5 hr | Met |
| KEL360-100568 | 23 Jul 2026 | Project · excluded | Phishing report triage Security · BK · Head Office | P4 | Open | — | — | n/a |
| KEL360-100567 | 22 Jul 2026 | Change | New extension setup Telephony · BK · Head Office | P2 | Closed | 44.05 hr | 1.2 days | Missed |
| KEL360-100566 | 22 Jul 2026 | Service Request | New starter setup User admin · BK · Branch | P4 | Closed | 1.02 hr | 1.1 days | Met |
| KEL360-100565 | 21 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P1 | Resolved | 2.33 hr | 15.9 hr | Met |
| KEL360-100564 | 20 Jul 2026 | Incident | Call quality issue Telephony · SE · Head Office | P2 | Closed | 0.73 hr | 1.4 days | Met |
| KEL360-100563 | 20 Jul 2026 | Incident | Distribution list change Email · ML · Remote | P2 | Closed | 5.72 hr | 2.2 days | Met |
| KEL360-100562 | 17 Jul 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P1 | Resolved | 0.12 hr | 5.6 hr | Met |
| KEL360-100561 | 15 Jul 2026 | Service Request · excluded | MFA reset Security · BK · Remote | P3 | Resolved | — | — | n/a |
| KEL360-100560 | 14 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 0.25 hr | 2.2 days | Met |
| KEL360-100559 | 13 Jul 2026 | Service Request | New extension setup Telephony · BK · Head Office | P2 | Closed | 1.21 hr | 8.8 hr | Met |
| KEL360-100558 | 10 Jul 2026 | Service Request | Message quarantined Email · KB · Head Office | P4 | Closed | 1.24 hr | 1.2 days | Met |
| KEL360-100557 | 07 Jul 2026 | Service Request · excluded | Phishing report triage Security · SE · Head Office | P3 | Closed | — | — | n/a |
| KEL360-100556 | 06 Jul 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P4 | Closed | 5.71 hr | 2.0 days | Met |
| KEL360-100555 | 06 Jul 2026 | Change | Retention change Backup · SE · Head Office | P3 | Closed | 0.31 hr | 2.0 days | Met |
| KEL360-100554 | 03 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Remote | P3 | Closed | 4.45 hr | 1.3 days | Met |
| KEL360-100553 | 03 Jul 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Closed | 0.34 hr | 10.8 hr | Met |
| KEL360-100552 | 02 Jul 2026 | Incident · excluded | Scan to email failing Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| KEL360-100551 | 01 Jul 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 2.43 hr | 1.9 days | Met |
| KEL360-100550 | 01 Jul 2026 | Change · excluded | Screen flickering Hardware · AB · Head Office | P4 | Closed | — | — | n/a |
| KEL360-100549 | 30 Jun 2026 | Service Request | MFA reset Security · SE · Head Office | P3 | Resolved | 1.50 hr | 14.2 hr | Met |
| KEL360-100548 | 30 Jun 2026 | Service Request | Permission change User admin · AB · Head Office | P3 | Closed | 0.37 hr | 1.8 days | Met |
| KEL360-100547 | 29 Jun 2026 | Project · excluded | Restore request Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| KEL360-100546 | 29 Jun 2026 | Service Request | Database timeout Line of business app · AB · Remote | P1 | Closed | 0.49 hr | 6.5 hr | Met |
| KEL360-100545 | 26 Jun 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Resolved | 1.29 hr | 1.2 days | Met |
| KEL360-100544 | 25 Jun 2026 | Change | Site offline Network · SE · Site 2 | P4 | Closed | 0.53 hr | 0.7 hr | Met |
| KEL360-100543 | 24 Jun 2026 | Service Request | Call quality issue Telephony · BK · Branch | P3 | Closed | 2.26 hr | 1.6 days | Met |
| KEL360-100542 | 24 Jun 2026 | Change | Retention change Backup · KB · Branch | P1 | Closed | 1.06 hr | 2.6 hr | Met |
| KEL360-100541 | 23 Jun 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 31.96 hr | 2.3 days | Missed |
| KEL360-100540 | 22 Jun 2026 | Quote · excluded | Retention change Backup · BK · Head Office | P2 | Closed | — | — | n/a |
| KEL360-100539 | 18 Jun 2026 | Service Request | Handset registration Telephony · AB · Head Office | P3 | Closed | 1.84 hr | 1.0 days | Met |
| KEL360-100538 | 17 Jun 2026 | Incident | Leaver process User admin · KB · Branch | P2 | Closed | 0.68 hr | 8.0 hr | Met |
| KEL360-100537 | 16 Jun 2026 | Project · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| KEL360-100536 | 15 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Site 2 | P3 | Closed | 0.95 hr | 1.0 days | Met |
| KEL360-100535 | 12 Jun 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Resolved | 1.48 hr | 1.8 days | Met |
| KEL360-100534 | 12 Jun 2026 | Project · excluded | Docking station not detected Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| KEL360-100533 | 11 Jun 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P4 | Closed | 0.27 hr | 2.4 days | Met |
| KEL360-100532 | 10 Jun 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Closed | — | — | n/a |
| KEL360-100531 | 09 Jun 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P4 | Resolved | 2.50 hr | 1.5 days | Met |
| KEL360-100530 | 08 Jun 2026 | Quote · excluded | New starter setup User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| KEL360-100529 | 07 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P4 | Resolved | — | — | n/a |
| KEL360-100528 | 07 Jun 2026 | Incident | MFA reset Security · BK · Head Office | P4 | Resolved | 2.19 hr | 20.1 hr | Met |
| KEL360-100527 | 06 Jun 2026 | Change | Toner replacement Printing · TAG · Branch | P3 | Closed | 0.42 hr | 4.6 hr | Met |
| KEL360-100526 | 05 Jun 2026 | Planned Install · excluded | New extension setup Telephony · SE · Head Office | P2 | Closed | — | — | n/a |
| KEL360-100525 | 03 Jun 2026 | Change | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 1.39 hr | 2.2 days | Met |
| KEL360-100524 | 03 Jun 2026 | Incident | Toner replacement Printing · ML · Remote | P4 | Closed | 0.47 hr | 2.3 days | Met |
| KEL360-100523 | 02 Jun 2026 | Planned Install · excluded | Printer offline Printing · TAG · Branch | P3 | Closed | — | — | n/a |
| KEL360-100522 | 02 Jun 2026 | Incident · excluded | New printer driver rollout Printing · AB · Branch | P3 | Closed | — | — | n/a |
| KEL360-100521 | 01 Jun 2026 | Incident | Distribution list change Email · TAG · Head Office | P3 | Resolved | 6.03 hr | 2.3 days | Met |
| KEL360-100520 | 01 Jun 2026 | Quote · excluded | Spoofed email reported Email · ML · Branch | P2 | Closed | — | — | n/a |
| KEL360-100519 | 29 May 2026 | Service Request | Permission change User admin · KB · Site 2 | P3 | Resolved | 2.86 hr | 1.5 days | Met |
| KEL360-100518 | 28 May 2026 | Incident | MFA reset Security · AB · Head Office | P2 | Closed | 1.38 hr | 1.1 days | Met |
| KEL360-100517 | 27 May 2026 | Incident | New starter setup User admin · TAG · Head Office | P2 | Resolved | 9.19 hr | 1.9 days | Missed |
| KEL360-100516 | 27 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Closed | 1.79 hr | 8.5 hr | Met |
| KEL360-100515 | 26 May 2026 | Change | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 1.80 hr | 15.4 hr | Met |
| KEL360-100514 | 25 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 3.45 hr | 2.0 days | Met |
| KEL360-100513 | 22 May 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| KEL360-100512 | 21 May 2026 | Incident | Name change request User admin · KB · Head Office | P3 | Closed | 0.74 hr | 5.4 hr | Met |
| KEL360-100511 | 20 May 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 1.39 hr | 1.6 days | Met |
| KEL360-100510 | 20 May 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Closed | 10.01 hr | 2.1 hr | Missed |
| KEL360-100509 | 19 May 2026 | Change | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | 4.50 hr | 1.3 days | Met |
| KEL360-100508 | 18 May 2026 | Incident | Switch port fault Network · AB · Remote | P4 | Closed | 23.04 hr | 6.9 hr | Missed |
| KEL360-100507 | 16 May 2026 | Quote · excluded | MFA reset Security · KB · Head Office | P4 | Resolved | — | — | n/a |
| KEL360-100506 | 15 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| KEL360-100505 | 14 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Remote | P3 | Closed | 5.37 hr | 2.4 days | Met |
| KEL360-100504 | 14 May 2026 | Planned Install · excluded | Spoofed email reported Email · ML · Remote | P4 | Closed | — | — | n/a |
| KEL360-100503 | 13 May 2026 | Service Request | Restore request Backup · ML · Head Office | P4 | Resolved | 2.38 hr | 1.2 hr | Met |
| KEL360-100502 | 12 May 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Resolved | 3.68 hr | 1.4 days | Met |
| KEL360-100501 | 12 May 2026 | Quote · excluded | New printer driver rollout Printing · AB · Remote | P3 | Resolved | — | — | n/a |
| KEL360-100500 | 11 May 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| KEL360-100499 | 08 May 2026 | Incident | Name change request User admin · ML · Branch | P3 | Resolved | 5.00 hr | 2.0 days | Met |
| KEL360-100498 | 08 May 2026 | Service Request | Backup job failed Backup · AB · Head Office | P3 | Closed | 1.72 hr | 1.7 hr | Met |
| KEL360-100497 | 06 May 2026 | Service Request | Retention change Backup · SE · Remote | P4 | Resolved | 5.98 hr | 18.6 hr | Met |
| KEL360-100496 | 05 May 2026 | Service Request | New extension setup Telephony · SE · Branch | P3 | Closed | — | — | n/a |
| KEL360-100495 | 04 May 2026 | Incident | Backup capacity review Backup · AB · Site 2 | P3 | Closed | 4.03 hr | 15.6 hr | Met |
| KEL360-100494 | 01 May 2026 | Incident | Call quality issue Telephony · AB · Head Office | P4 | Resolved | 4.34 hr | 15.9 hr | Met |
| KEL360-100493 | 01 May 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P3 | Closed | 1.16 hr | 1.8 days | Met |
| KEL360-100492 | 30 Apr 2026 | Service Request · excluded | Permission change User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| KEL360-100491 | 28 Apr 2026 | Incident | Printer offline Printing · KB · Branch | P1 | Closed | 10.68 hr | 12.7 hr | Missed |
| KEL360-100490 | 28 Apr 2026 | Service Request | MFA reset Security · KB · Head Office | P3 | Resolved | 3.21 hr | 1.6 days | Met |
| KEL360-100489 | 27 Apr 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · AB · Branch | P3 | Closed | — | — | n/a |
| KEL360-100488 | 24 Apr 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Resolved | 0.59 hr | 2.4 days | Met |
| KEL360-100487 | 23 Apr 2026 | Incident | Mailbox delegation Email · ML · Remote | P2 | Closed | 5.90 hr | 2.5 days | Met |
| KEL360-100486 | 22 Apr 2026 | Incident | Laptop will not boot Hardware · SE · Site 2 | P3 | Resolved | 5.91 hr | 21.4 hr | Met |
| KEL360-100485 | 21 Apr 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 1.33 hr | 1.9 days | Met |
| KEL360-100484 | 20 Apr 2026 | Service Request | Distribution list change Email · KB · Remote | P2 | Closed | 5.56 hr | 13.7 hr | Met |
| KEL360-100483 | 17 Apr 2026 | Incident · excluded | Message quarantined Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| KEL360-100482 | 14 Apr 2026 | Quote · excluded | Printer offline Printing · KB · Remote | P2 | Closed | — | — | n/a |
| KEL360-100481 | 14 Apr 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Resolved | 0.38 hr | 2.3 days | Met |
| KEL360-100480 | 13 Apr 2026 | Incident | Switch port fault Network · TAG · Remote | P4 | Closed | 0.91 hr | 1.0 days | Met |
| KEL360-100479 | 09 Apr 2026 | Service Request | Screen flickering Hardware · AB · Head Office | P3 | Resolved | 0.81 hr | 8.2 hr | Met |
| KEL360-100478 | 08 Apr 2026 | Incident | Site offline Network · KB · Head Office | P2 | Resolved | 2.29 hr | 1.3 days | Met |
| KEL360-100477 | 06 Apr 2026 | Service Request | Distribution list change Email · KB · Head Office | P3 | Resolved | 1.13 hr | 5.2 hr | Met |
| KEL360-100476 | 03 Apr 2026 | Service Request | Message quarantined Email · ML · Remote | P3 | Resolved | 1.07 hr | 0.6 hr | Met |
| KEL360-100475 | 02 Apr 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 0.95 hr | 1.9 days | Met |
| KEL360-100474 | 01 Apr 2026 | Service Request · excluded | Retention change Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| KEL360-100473 | 31 Mar 2026 | Service Request | Backup job failed Backup · TAG · Remote | P2 | Closed | 3.58 hr | 1.3 days | Met |
| KEL360-100472 | 26 Mar 2026 | Incident | Application crash on launch Line of business app · SE · Remote | P4 | Closed | 17.71 hr | 1.6 days | Missed |
| KEL360-100471 | 26 Mar 2026 | Service Request | Backup job failed Backup · BK · Head Office | P4 | Closed | 1.47 hr | 1.6 days | Met |
| KEL360-100470 | 25 Mar 2026 | Change | Leaver process User admin · AB · Remote | P3 | Resolved | 0.58 hr | 11.5 hr | Met |
| KEL360-100469 | 25 Mar 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P2 | Resolved | 3.60 hr | 7.4 hr | Met |
| KEL360-100468 | 24 Mar 2026 | Project · excluded | Database timeout Line of business app · BK · Branch | P3 | Resolved | — | — | n/a |
| KEL360-100467 | 20 Mar 2026 | Service Request | Phishing report triage Security · BK · Head Office | P4 | Closed | 0.06 hr | 1.3 days | Met |
| KEL360-100466 | 20 Mar 2026 | Incident | Application crash on launch Line of business app · KB · Branch | P2 | Resolved | 2.85 hr | 2.0 days | Met |
| KEL360-100465 | 19 Mar 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 0.41 hr | 21.5 hr | Met |
| KEL360-100464 | 19 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Closed | 21.22 hr | 1.9 days | Missed |
| KEL360-100463 | 17 Mar 2026 | Quote · excluded | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| KEL360-100462 | 16 Mar 2026 | Incident | Database timeout Line of business app · BK · Remote | P3 | Closed | 12.10 hr | 0.8 hr | Missed |
| KEL360-100461 | 13 Mar 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | — | — | n/a |
| KEL360-100460 | 12 Mar 2026 | Incident | Message quarantined Email · ML · Remote | P4 | Closed | 0.97 hr | 1.4 days | Met |
| KEL360-100459 | 10 Mar 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| KEL360-100458 | 09 Mar 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Closed | 0.92 hr | 1.8 days | Met |
| KEL360-100457 | 06 Mar 2026 | Service Request | Restore request Backup · BK · Head Office | P2 | Closed | 1.32 hr | 1.8 days | Met |
| KEL360-100456 | 05 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Closed | 4.12 hr | 20.5 hr | Met |
| KEL360-100455 | 04 Mar 2026 | Incident | New extension setup Telephony · ML · Site 2 | P3 | Closed | 5.71 hr | 2.2 days | Met |
| KEL360-100454 | 03 Mar 2026 | Change · excluded | Message quarantined Email · ML · Branch | P4 | Closed | — | — | n/a |
| KEL360-100453 | 28 Feb 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Branch | P4 | Resolved | 4.15 hr | 1.4 days | Met |
| KEL360-100452 | 28 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Closed | 0.96 hr | 16.8 hr | 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.