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 19 calls billed time and materials. They stay visible for volume context.
Service performance
121 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
84.6%
18 call(s) over the 8-hour target
First-time fix
68.6%
Where the source records the field
Volume
Contract calls
121
176 calls logged in the period
Off contract
19
£7,539.75 chargeable
Open / closed
9 / 167
Across the selected period
Data-quality gaps
4
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
121
records
- Line of business app18
- Printing16
- Network15
- Microsoft 36514
- Hardware12
- Backup11
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 121 | 5.94 hr | 84.6% | 18 | 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 |
|---|---|---|---|---|
| Anne-Marie Cable | 15 | 3.13 hr | 93% | 1 |
| Karen Taylor | 14 | 3.65 hr | 85% | 2 |
| (Not recorded) | 12 | 12.40 hr | 75% | 3 |
| Aiden Higgins | 12 | 5.09 hr | 91% | 1 |
| Stacey Thomas | 11 | 6.93 hr | 82% | 2 |
| Kelly Gregory | 11 | 6.94 hr | 82% | 2 |
| Daniel Blacker | 10 | 2.44 hr | 89% | 1 |
| Phil Jenkins | 9 | 1.84 hr | 100% | 0 |
| Damian Armstrong | 7 | 4.70 hr | 83% | 1 |
| Julie Herbert | 6 | 11.49 hr | 50% | 3 |
| Rachael Parkin | 6 | 8.11 hr | 83% | 1 |
| Chloe Dempsey | 5 | 1.81 hr | 100% | 0 |
18 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 75.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308012 | (Not recorded) | IGEL UD3 | 2026-05-21 13:39 | 83.51 hr | +75.5 | TAG | Application crash on launch |
| 307932 | Stacey Thomas | Samsung Galaxy A54 | 2026-02-04 12:09 | 47.08 hr | +39.1 | BK | Report not generating |
| 308072 | Kelly Gregory | Dell Wyse 5070 | 2026-08-06 09:47 | 45.88 hr | +37.9 | BK | OneDrive sync conflict |
| 307989 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-04-17 17:10 | 44.02 hr | +36.0 | KB | Toner replacement |
| 307924 | Barry Ebbs | Apple MacBook Pro 14 | 2026-01-26 16:13 | 43.77 hr | +35.8 | AB | Application crash on launch |
| 307974 | Julie Herbert | Apple iPhone 14 | 2026-04-05 16:00 | 37.50 hr | +29.5 | ML | Slow VPN |
| 308049 | Aiden Higgins | IGEL UD3 | 2026-07-07 11:25 | 34.95 hr | +26.9 | KB | Toner replacement |
| 307948 | Karen Taylor | Apple MacBook Air M2 | 2026-02-25 11:02 | 29.08 hr | +21.1 | TAG | Phishing report triage |
| 308001 | (Not recorded) | Dell Latitude 5440 | 2026-05-09 10:52 | 27.54 hr | +19.5 | TAG | Outlook not syncing |
| 307980 | Damian Armstrong | Dell Latitude E7470 | 2026-04-09 13:51 | 21.73 hr | +13.7 | KB | Licence renewal |
| 308064 | (Not recorded) | Apple MacBook Pro 14 | 2026-07-27 16:43 | 21.32 hr | +13.3 | KB | Wi-Fi dropouts in warehouse |
| 308059 | Julie Herbert | Apple MacBook Air M2 | 2026-07-20 12:07 | 19.36 hr | +11.4 | AB | MFA reset |
| 308032 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-06-10 09:35 | 11.76 hr | +3.8 | KB | Docking station not detected |
| 307998 | Daniel Blacker | Dell Latitude 5440 | 2026-05-07 14:00 | 10.79 hr | +2.8 | BK | Restore request |
| 308025 | Karen Taylor | HP ProDesk 400 G7 | 2026-06-02 10:20 | 9.66 hr | +1.7 | ML | Spoofed email reported |
| 308026 | Julie Herbert | Samsung Galaxy S23 | 2026-06-03 13:12 | 9.16 hr | +1.2 | ML | Scan to email failing |
| 307965 | Stacey Thomas | Aruba AP-515 | 2026-03-25 11:13 | 8.88 hr | +0.9 | KB | Spoofed email reported |
| 307942 | Kelly Gregory | HP EliteBook 840 G9 | 2026-02-18 08:07 | 8.33 hr | +0.3 | AB | Handset registration |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Email / Microsoft 365 | 4 | 02 Jan 2026 – 04 Jun 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 13 Jan 2026 – 22 May 2026 |
| Aiden Higgins | Monitoring / server / security | 4 | 16 Feb 2026 – 29 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 25 Feb 2026 – 10 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 10 Mar 2026 – 01 Apr 2026 |
| Kelly Gregory | Telephony | 3 | 14 Jan 2026 – 13 Jul 2026 |
| Aiden Higgins | Line of business app | 3 | 23 Jan 2026 – 25 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 3 | 28 Jan 2026 – 06 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 5 | 13 Jan 2026 – 04 Jun 2026 |
| Apple MacBook Pro 14 | Line of business app | 4 | 26 Jan 2026 – 25 Jun 2026 |
| Apple iPhone 14 | Monitoring / server / security | 4 | 31 Jan 2026 – 01 Jun 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 3 | 10 Mar 2026 – 05 Apr 2026 |
| Samsung Galaxy A54 | Backup / restore | 3 | 20 Mar 2026 – 19 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 3 | 25 Mar 2026 – 13 May 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 3 | 08 Apr 2026 – 16 Jun 2026 |
| Lenovo ThinkPad T14 | Printing | 3 | 14 Apr 2026 – 01 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
176 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KEL779-100534 | 24 Aug 2026 | Service Request | Leaver process User admin · AB · Head Office | P4 | Closed | 4.90 hr | 12.0 hr | Met |
| KEL779-100533 | 21 Aug 2026 | Incident | Restore request Backup · BK · Remote | P1 | Closed | 0.15 hr | 11.6 hr | Met |
| KEL779-100532 | 20 Aug 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| KEL779-100531 | 19 Aug 2026 | Change | Retention change Backup · KB · Head Office | P4 | Closed | 4.64 hr | 17.9 hr | Met |
| KEL779-100530 | 14 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Closed | 2.27 hr | 0.5 hr | Met |
| KEL779-100529 | 12 Aug 2026 | Quote · excluded | Permission change User admin · AB · Site 2 | P3 | Open | — | — | n/a |
| KEL779-100528 | 10 Aug 2026 | Planned Install · excluded | Printer offline Printing · ML · Head Office | P3 | In Progress | — | — | n/a |
| KEL779-100527 | 10 Aug 2026 | Incident | Endpoint alert investigation Security · ML · Branch | P4 | Closed | 0.31 hr | 5.5 hr | Met |
| KEL779-100526 | 07 Aug 2026 | Project · excluded | SharePoint permission request Microsoft 365 · SE · Branch | P2 | Open | — | — | n/a |
| KEL779-100525 | 06 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Closed | 45.88 hr | 1.7 days | Missed |
| KEL779-100524 | 06 Aug 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| KEL779-100523 | 04 Aug 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Closed | — | — | n/a |
| KEL779-100522 | 03 Aug 2026 | Quote · excluded | Database timeout Line of business app · SE · Head Office | P4 | In Progress | — | — | n/a |
| KEL779-100521 | 31 Jul 2026 | Service Request | Switch port fault Network · SE · Remote | P2 | Closed | — | — | n/a |
| KEL779-100520 | 30 Jul 2026 | Incident | Report not generating Line of business app · ML · Site 2 | P3 | Closed | 0.20 hr | 1.7 days | Met |
| KEL779-100519 | 29 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Remote | P3 | Resolved | 1.84 hr | 1.9 days | Met |
| KEL779-100518 | 28 Jul 2026 | Incident · excluded | Toner replacement Printing · SE · Remote | P3 | Resolved | — | — | n/a |
| KEL779-100517 | 27 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Closed | 21.32 hr | 1.6 days | Missed |
| KEL779-100516 | 27 Jul 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · SE · Site 2 | P2 | Open | — | — | n/a |
| KEL779-100515 | 24 Jul 2026 | Quote · excluded | Printer offline Printing · AB · Head Office | P3 | In Progress | — | — | n/a |
| KEL779-100514 | 23 Jul 2026 | Quote · excluded | New starter setup User admin · ML · Branch | P4 | In Progress | — | — | n/a |
| KEL779-100513 | 21 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · KB · Remote | P3 | Resolved | — | — | n/a |
| KEL779-100512 | 20 Jul 2026 | Service Request | MFA reset Security · AB · Remote | P3 | Resolved | 19.36 hr | 1.8 days | Missed |
| KEL779-100511 | 16 Jul 2026 | Quote · excluded | Message quarantined Email · AB · Head Office | P3 | In Progress | — | — | n/a |
| KEL779-100510 | 15 Jul 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P4 | Resolved | 5.15 hr | 2.1 days | Met |
| KEL779-100509 | 15 Jul 2026 | Quote · excluded | Screen flickering Hardware · ML · Head Office | P4 | Open | — | — | n/a |
| KEL779-100508 | 14 Jul 2026 | Change | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | 0.98 hr | 1.3 days | Met |
| KEL779-100507 | 13 Jul 2026 | Incident | Call quality issue Telephony · AB · Branch | P2 | Resolved | 0.55 hr | 2.2 days | Met |
| KEL779-100506 | 12 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Remote | P4 | Resolved | 1.65 hr | 1.5 days | Met |
| KEL779-100505 | 10 Jul 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | 0.83 hr | 1.4 days | Met |
| KEL779-100504 | 09 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 2.56 hr | 2.5 hr | Met |
| KEL779-100503 | 08 Jul 2026 | Quote · excluded | Distribution list change Email · SE · Remote | P2 | Resolved | — | — | n/a |
| KEL779-100502 | 07 Jul 2026 | Service Request | Toner replacement Printing · KB · Head Office | P2 | Resolved | 34.95 hr | 1.1 days | Missed |
| KEL779-100501 | 06 Jul 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P4 | Closed | 0.77 hr | 20.0 hr | Met |
| KEL779-100500 | 01 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 5.81 hr | 1.7 days | Met |
| KEL779-100499 | 01 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Remote | P4 | Resolved | — | — | n/a |
| KEL779-100498 | 30 Jun 2026 | Project · excluded | Report not generating Line of business app · ML · Head Office | P3 | Resolved | — | — | n/a |
| KEL779-100497 | 26 Jun 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P1 | Resolved | 1.17 hr | 15.4 hr | Met |
| KEL779-100496 | 25 Jun 2026 | Incident | Licence renewal Line of business app · ML · Remote | P3 | Resolved | 4.52 hr | 1.4 days | Met |
| KEL779-100495 | 24 Jun 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P2 | Closed | 2.40 hr | 2.4 days | Met |
| KEL779-100494 | 24 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Remote | P3 | Resolved | 3.44 hr | 4.6 hr | Met |
| KEL779-100493 | 23 Jun 2026 | Incident | Permission change User admin · BK · Head Office | P1 | Closed | 0.85 hr | 1.3 hr | Met |
| KEL779-100492 | 17 Jun 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Resolved | — | — | n/a |
| KEL779-100491 | 16 Jun 2026 | Incident | Message quarantined Email · AB · Head Office | P4 | Resolved | 3.56 hr | 6.7 hr | Met |
| KEL779-100490 | 16 Jun 2026 | Incident · excluded | Spoofed email reported Email · BK · Remote | P3 | Resolved | — | — | n/a |
| KEL779-100489 | 15 Jun 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P4 | Resolved | 0.80 hr | 1.6 days | Met |
| KEL779-100488 | 15 Jun 2026 | Incident | Leaver process User admin · KB · Site 2 | P3 | Closed | 0.47 hr | 11.6 hr | Met |
| KEL779-100487 | 13 Jun 2026 | Project · excluded | Licence renewal Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| KEL779-100486 | 11 Jun 2026 | Change | Phishing report triage Security · SE · Head Office | P3 | Resolved | 0.98 hr | 4.6 hr | Met |
| KEL779-100485 | 10 Jun 2026 | Change | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 11.76 hr | 2.1 days | Missed |
| KEL779-100484 | 09 Jun 2026 | Quote · excluded | Slow VPN Network · SE · Head Office | P3 | Closed | — | — | n/a |
| KEL779-100483 | 08 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 1.10 hr | 2.3 days | Met |
| KEL779-100482 | 05 Jun 2026 | Service Request · excluded | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | — | — | n/a |
| KEL779-100481 | 04 Jun 2026 | Incident | New extension setup Telephony · AB · Head Office | P4 | Resolved | 0.86 hr | 1.5 days | Met |
| KEL779-100480 | 04 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Branch | P3 | Resolved | 0.90 hr | 2.6 hr | Met |
| KEL779-100479 | 03 Jun 2026 | Incident | Scan to email failing Printing · ML · Remote | P4 | Resolved | 9.16 hr | 14.5 hr | Missed |
| KEL779-100478 | 02 Jun 2026 | Incident | Spoofed email reported Email · ML · Site 2 | P3 | Resolved | 9.66 hr | 1.9 days | Missed |
| KEL779-100477 | 01 Jun 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P2 | Closed | — | — | n/a |
| KEL779-100476 | 01 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Branch | P3 | Closed | 1.36 hr | 1.2 days | Met |
| KEL779-100475 | 29 May 2026 | Incident | Restore request Backup · KB · Remote | P3 | Closed | 0.79 hr | 19.3 hr | Met |
| KEL779-100474 | 28 May 2026 | Service Request · excluded | Name change request User admin · KB · Remote | P3 | Resolved | — | — | n/a |
| KEL779-100473 | 27 May 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Resolved | 0.06 hr | 2.4 days | Met |
| KEL779-100472 | 26 May 2026 | Project · excluded | Screen flickering Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| KEL779-100471 | 26 May 2026 | Change | Printer offline Printing · ML · Remote | P3 | Closed | 6.42 hr | 16.5 hr | Met |
| KEL779-100470 | 25 May 2026 | Quote · excluded | Message quarantined Email · AB · Branch | P2 | Resolved | — | — | n/a |
| KEL779-100469 | 25 May 2026 | Planned Install · excluded | Voicemail not delivering Telephony · ML · Branch | P3 | Resolved | — | — | n/a |
| KEL779-100468 | 22 May 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P2 | Closed | 0.11 hr | 2.0 days | Met |
| KEL779-100467 | 22 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 1.79 hr | 2.0 days | Met |
| KEL779-100466 | 21 May 2026 | Planned Install · excluded | Backup job failed Backup · SE · Branch | P1 | Resolved | — | — | n/a |
| KEL779-100465 | 21 May 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 83.51 hr | 1.6 days | Missed |
| KEL779-100464 | 20 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Closed | 1.23 hr | 12.7 hr | Met |
| KEL779-100463 | 19 May 2026 | Project · excluded | Site offline Network · BK · Head Office | P4 | Closed | — | — | n/a |
| KEL779-100462 | 19 May 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Closed | — | — | n/a |
| KEL779-100461 | 15 May 2026 | Change | Endpoint alert investigation Security · ML · Remote | P4 | Closed | 3.63 hr | 1.2 days | Met |
| KEL779-100460 | 14 May 2026 | Incident | Laptop will not boot Hardware · ML · Branch | P4 | Closed | 1.57 hr | 14.9 hr | Met |
| KEL779-100459 | 13 May 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P4 | Closed | 5.57 hr | 1.1 days | Met |
| KEL779-100458 | 13 May 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 0.65 hr | 13.5 hr | Met |
| KEL779-100457 | 12 May 2026 | Incident · excluded | New extension setup Telephony · ML · Branch | P3 | Closed | — | — | n/a |
| KEL779-100456 | 12 May 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| KEL779-100455 | 11 May 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 0.91 hr | 8.2 hr | Met |
| KEL779-100454 | 09 May 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P2 | Resolved | 27.54 hr | 19.8 hr | Missed |
| KEL779-100453 | 08 May 2026 | Incident | Site offline Network · TAG · Remote | P4 | Closed | 0.51 hr | 1.4 days | Met |
| KEL779-100452 | 07 May 2026 | Incident | Licence renewal Line of business app · SE · Site 2 | P3 | Closed | 5.60 hr | 1.3 days | Met |
| KEL779-100451 | 07 May 2026 | Incident | Restore request Backup · BK · Branch | P3 | Closed | 10.79 hr | 0.8 hr | Missed |
| KEL779-100450 | 06 May 2026 | Incident | Laptop will not boot Hardware · ML · Remote | P3 | Resolved | 0.68 hr | 1.4 days | Met |
| KEL779-100449 | 05 May 2026 | Service Request | Leaver process User admin · AB · Site 2 | P3 | Resolved | 0.19 hr | 1.4 days | Met |
| KEL779-100448 | 04 May 2026 | Incident · excluded | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | — | — | n/a |
| KEL779-100447 | 29 Apr 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 5.82 hr | 1.3 days | Met |
| KEL779-100446 | 23 Apr 2026 | Incident · excluded | Retention change Backup · ML · Head Office | P4 | Closed | — | — | n/a |
| KEL779-100445 | 22 Apr 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · KB · Branch | P3 | Resolved | — | — | n/a |
| KEL779-100444 | 22 Apr 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| KEL779-100443 | 20 Apr 2026 | Change | Retention change Backup · SE · Branch | P2 | Resolved | 3.28 hr | 8.0 hr | Met |
| KEL779-100442 | 17 Apr 2026 | Service Request | Toner replacement Printing · KB · Remote | P3 | Closed | 44.02 hr | 2.3 days | Missed |
| KEL779-100441 | 16 Apr 2026 | Incident · excluded | Screen flickering Hardware · AB · Remote | P4 | Resolved | — | — | n/a |
| KEL779-100440 | 16 Apr 2026 | Incident | Call quality issue Telephony · SE · Branch | P3 | Resolved | 0.10 hr | 2.3 days | Met |
| KEL779-100439 | 15 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | 3.36 hr | 1.2 days | Met |
| KEL779-100438 | 14 Apr 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P2 | Resolved | 0.09 hr | 23.9 hr | Met |
| KEL779-100437 | 14 Apr 2026 | Incident | Spoofed email reported Email · ML · Head Office | P4 | Closed | 1.93 hr | 1.1 days | Met |
| KEL779-100436 | 13 Apr 2026 | Project · excluded | Mailbox delegation Email · ML · Head Office | P2 | Resolved | — | — | n/a |
| KEL779-100435 | 10 Apr 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P4 | Resolved | 0.82 hr | 2.2 days | Met |
| KEL779-100434 | 09 Apr 2026 | Incident | New printer driver rollout Printing · AB · Site 2 | P3 | Closed | 1.49 hr | 3.3 hr | Met |
| KEL779-100433 | 09 Apr 2026 | Service Request | Licence renewal Line of business app · KB · Remote | P2 | Closed | 21.73 hr | 2.3 days | Missed |
| KEL779-100432 | 08 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | 0.61 hr | 16.5 hr | Met |
| KEL779-100431 | 08 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Closed | 1.45 hr | 20.3 hr | Met |
| KEL779-100430 | 07 Apr 2026 | Quote · excluded | Permission change User admin · ML · Remote | P2 | Closed | — | — | n/a |
| KEL779-100429 | 07 Apr 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P2 | Closed | 1.05 hr | 1.5 days | Met |
| KEL779-100428 | 06 Apr 2026 | Incident | Call quality issue Telephony · BK · Branch | P3 | Resolved | 0.89 hr | 10.5 hr | Met |
| KEL779-100427 | 05 Apr 2026 | Service Request | Slow VPN Network · ML · Site 2 | P2 | Resolved | 37.50 hr | 1.4 days | Missed |
| KEL779-100426 | 05 Apr 2026 | Incident | Site offline Network · TAG · Branch | P3 | Closed | 0.47 hr | 1.3 days | Met |
| KEL779-100425 | 03 Apr 2026 | Incident | Retention change Backup · AB · Site 2 | P3 | Closed | 5.15 hr | 16.2 hr | Met |
| KEL779-100424 | 02 Apr 2026 | Change | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 1.07 hr | 2.0 days | Met |
| KEL779-100423 | 02 Apr 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P2 | Closed | 1.80 hr | 23.0 hr | Met |
| KEL779-100422 | 01 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | 1.41 hr | 19.6 hr | Met |
| KEL779-100421 | 31 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Resolved | 5.74 hr | 1.5 days | Met |
| KEL779-100420 | 30 Mar 2026 | Service Request | Permission change User admin · ML · Head Office | P3 | Resolved | 0.90 hr | 2.1 days | Met |
| KEL779-100419 | 26 Mar 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P3 | Resolved | 0.74 hr | 6.8 hr | Met |
| KEL779-100418 | 25 Mar 2026 | Service Request | Spoofed email reported Email · KB · Remote | P4 | Closed | 8.88 hr | 2.3 days | Missed |
| KEL779-100417 | 25 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 0.16 hr | 15.0 hr | Met |
| KEL779-100416 | 24 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Resolved | 3.75 hr | 1.8 days | Met |
| KEL779-100415 | 23 Mar 2026 | Service Request | Phishing report triage Security · BK · Head Office | P3 | Resolved | 0.19 hr | 17.5 hr | Met |
| KEL779-100414 | 20 Mar 2026 | Incident | Restore request Backup · TAG · Site 2 | P3 | Closed | 0.11 hr | 17.5 hr | Met |
| KEL779-100413 | 19 Mar 2026 | Quote · excluded | Permission change User admin · SE · Remote | P4 | Closed | — | — | n/a |
| KEL779-100412 | 18 Mar 2026 | Service Request · excluded | Toner replacement Printing · SE · Head Office | P2 | Closed | — | — | n/a |
| KEL779-100411 | 16 Mar 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Site 2 | P4 | Resolved | 0.82 hr | 1.0 days | Met |
| KEL779-100410 | 12 Mar 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P2 | Closed | 1.13 hr | 2.4 days | Met |
| KEL779-100409 | 11 Mar 2026 | Incident · excluded | Restore request Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| KEL779-100408 | 10 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P3 | Resolved | 1.15 hr | 2.1 days | Met |
| KEL779-100407 | 09 Mar 2026 | Incident | Database timeout Line of business app · AB · Head Office | P4 | Resolved | 0.93 hr | 22.9 hr | Met |
| KEL779-100406 | 05 Mar 2026 | Incident | Backup job failed Backup · SE · Site 2 | P2 | Closed | 1.02 hr | 15.6 hr | Met |
| KEL779-100405 | 05 Mar 2026 | Incident | New extension setup Telephony · AB · Remote | P3 | Closed | 3.70 hr | 2.3 days | Met |
| KEL779-100404 | 04 Mar 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P4 | Closed | 5.92 hr | 2.3 days | Met |
| KEL779-100403 | 27 Feb 2026 | Service Request | Phishing report triage Security · TAG · Site 2 | P4 | Closed | 1.69 hr | 2.2 days | Met |
| KEL779-100402 | 26 Feb 2026 | Incident | Printer offline Printing · AB · Branch | P4 | Resolved | 0.15 hr | 2.0 hr | Met |
| KEL779-100401 | 25 Feb 2026 | Change | Phishing report triage Security · TAG · Site 2 | P3 | Closed | 29.08 hr | 1.0 days | Missed |
| KEL779-100400 | 24 Feb 2026 | Quote · excluded | MFA reset Security · AB · Remote | P4 | Closed | — | — | n/a |
| KEL779-100399 | 23 Feb 2026 | Incident | Screen flickering Hardware · SE · Head Office | P2 | Resolved | 0.86 hr | 2.4 days | Met |
| KEL779-100398 | 20 Feb 2026 | Planned Install · excluded | Switch port fault Network · KB · Site 2 | P3 | Closed | — | — | n/a |
| KEL779-100397 | 19 Feb 2026 | Service Request | Replacement keyboard Hardware · KB · Branch | P1 | Closed | 0.89 hr | 3.6 hr | Met |
| KEL779-100396 | 19 Feb 2026 | Incident | Site offline Network · AB · Head Office | P3 | Closed | 0.97 hr | 0.9 hr | Met |
| KEL779-100395 | 18 Feb 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Closed | 8.33 hr | 11.8 hr | Missed |
| KEL779-100394 | 17 Feb 2026 | Incident | Licence renewal Line of business app · TAG · Branch | P2 | Closed | — | — | n/a |
| KEL779-100393 | 16 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Remote | P4 | Closed | 3.29 hr | 1.4 days | Met |
| KEL779-100392 | 13 Feb 2026 | Planned Install · excluded | Mailbox delegation Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| KEL779-100391 | 11 Feb 2026 | Incident | Distribution list change Email · KB · Head Office | P4 | Closed | 0.51 hr | 2.1 days | Met |
| KEL779-100390 | 11 Feb 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 4.91 hr | 21.9 hr | Met |
| KEL779-100389 | 10 Feb 2026 | Project · excluded | Phishing report triage Security · AB · Branch | P4 | Closed | — | — | n/a |
| KEL779-100388 | 06 Feb 2026 | Service Request | Licence renewal Line of business app · SE · Branch | P3 | Closed | 4.75 hr | 16.3 hr | Met |
| KEL779-100387 | 05 Feb 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Resolved | 0.29 hr | 2.2 hr | Met |
| KEL779-100386 | 04 Feb 2026 | Service Request | Backup job failed Backup · SE · Head Office | P2 | Resolved | 0.62 hr | 23.5 hr | Met |
| KEL779-100385 | 04 Feb 2026 | Change | Report not generating Line of business app · BK · Branch | P3 | Closed | 47.08 hr | 2.4 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.