SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 35 records in this selection sit outside that — quotes, projects and planned installs, plus 15 calls billed time and materials. They stay visible for volume context.
Service performance
98 eligible records in this yearAverage first response
3.8 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
92.6%
7 call(s) over the 8-hour target
First-time fix
76.3%
Where the source records the field
Volume
Contract calls
98
133 calls logged in the period
Off contract
15
£5,493.75 chargeable
Open / closed
3 / 130
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
98
records
- Printing15
- Security14
- Line of business app12
- Microsoft 3659
- Network9
- Email9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 98 | 3.81 hr | 92.6% | 7 | 35 |
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 | 2.78 hr | 85% | 3 |
| Barry Ebbs | 13 | 1.81 hr | 100% | 0 |
| Kelly Gregory | 10 | 1.63 hr | 100% | 0 |
| Daniel Blacker | 8 | 3.82 hr | 88% | 1 |
| Anne-Marie Cable | 8 | 1.97 hr | 100% | 0 |
| Stacey Thomas | 7 | 3.81 hr | 100% | 0 |
| (Not recorded) | 7 | 1.44 hr | 100% | 0 |
| Damian Armstrong | 5 | 3.50 hr | 100% | 0 |
| Chloe Dempsey | 5 | 5.44 hr | 80% | 1 |
| Julie Herbert | 5 | 2.51 hr | 80% | 1 |
| Phil Jenkins | 4 | 29.00 hr | 75% | 1 |
| Rachael Parkin | 3 | 3.37 hr | 100% | 0 |
7 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 105.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 300490 | Phil Jenkins | Apple iPhone 14 | 2026-06-10 08:52 | 113.72 hr | +105.7 | AB | Licence renewal |
| 300488 | Karen Taylor | Apple iPhone 14 | 2026-06-08 13:02 | 15.79 hr | +7.8 | SE | Screen flickering |
| 300522 | Chloe Dempsey | HP t640 | 2026-08-07 13:52 | 14.99 hr | +7.0 | ML | New printer driver rollout |
| 300432 | Julie Herbert | HP EliteBook 840 G9 | 2026-03-03 11:44 | 9.49 hr | +1.5 | ML | Slow VPN |
| 300527 | Daniel Blacker | HP LaserJet M480 | 2026-08-14 09:27 | 9.08 hr | +1.1 | BK | Scan to email failing |
| 300449 | Karen Taylor | Apple MacBook Air M2 | 2026-04-03 09:04 | 8.90 hr | +0.9 | ML | OneDrive sync conflict |
| 300436 | Karen Taylor | Samsung Galaxy S23 | 2026-03-11 11:43 | 8.75 hr | +0.8 | AB | Call quality issue |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Barry Ebbs | Monitoring / server / security | 6 | 11 Feb 2026 – 19 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 5 | 12 Jan 2026 – 22 Jun 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 03 Feb 2026 – 27 May 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 03 Apr 2026 – 24 Jul 2026 |
| Karen Taylor | Printing | 3 | 01 Jan 2026 – 29 Jan 2026 |
| Karen Taylor | Telephony | 3 | 02 Jan 2026 – 11 Mar 2026 |
| Daniel Blacker | Printing | 3 | 22 Jan 2026 – 14 Aug 2026 |
| Phil Jenkins | Monitoring / server / security | 3 | 05 Feb 2026 – 17 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 06 Feb 2026 – 23 Jun 2026 |
| Apple iPhone 14 | Hardware | 3 | 04 Jan 2026 – 20 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 3 | 05 Feb 2026 – 13 Apr 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 3 | 11 Feb 2026 – 12 Aug 2026 |
| HP t640 | Printing | 3 | 13 Feb 2026 – 07 Aug 2026 |
| Samsung Galaxy A54 | Email / Microsoft 365 | 3 | 31 Mar 2026 – 17 Jun 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 30 Apr 2026 – 10 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
133 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KES026-100426 | 25 Aug 2026 | Service Request | Laptop will not boot Hardware · BK · Branch | P3 | Closed | 1.39 hr | 12.0 hr | Met |
| KES026-100425 | 21 Aug 2026 | Service Request · excluded | Retention change Backup · AB · Remote | P2 | Open | — | — | n/a |
| KES026-100424 | 20 Aug 2026 | Change | Screen flickering Hardware · TAG · Head Office | P3 | In Progress | — | — | n/a |
| KES026-100423 | 19 Aug 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Resolved | 0.48 hr | 1.1 days | Met |
| KES026-100422 | 18 Aug 2026 | Change | MFA reset Security · SE · Head Office | P4 | Closed | 3.98 hr | 1.4 days | Met |
| KES026-100421 | 17 Aug 2026 | Service Request | Screen flickering Hardware · ML · Remote | P3 | Closed | 5.14 hr | 2.1 days | Met |
| KES026-100420 | 14 Aug 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Resolved | 9.08 hr | 4.4 hr | Missed |
| KES026-100419 | 12 Aug 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Resolved | 1.89 hr | 1.1 days | Met |
| KES026-100418 | 12 Aug 2026 | Change · excluded | Switch port fault Network · SE · Head Office | P4 | Resolved | — | — | n/a |
| KES026-100417 | 11 Aug 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Closed | 4.73 hr | 1.7 days | Met |
| KES026-100416 | 10 Aug 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 0.39 hr | 1.7 days | Met |
| KES026-100415 | 07 Aug 2026 | Incident | New printer driver rollout Printing · ML · Branch | P2 | Resolved | 14.99 hr | 4.6 hr | Missed |
| KES026-100414 | 05 Aug 2026 | Incident | Backup job failed Backup · TAG · Head Office | P3 | Closed | 7.83 hr | 2.4 days | Met |
| KES026-100413 | 03 Aug 2026 | Incident · excluded | Application crash on launch Line of business app · ML · Branch | P3 | Closed | — | — | n/a |
| KES026-100412 | 31 Jul 2026 | Quote · excluded | Backup job failed Backup · BK · Head Office | P2 | In Progress | — | — | n/a |
| KES026-100411 | 29 Jul 2026 | Incident | MFA reset Security · AB · Head Office | P3 | Resolved | 0.19 hr | 2.6 hr | Met |
| KES026-100410 | 27 Jul 2026 | Planned Install · excluded | Restore request Backup · KB · Site 2 | P4 | Resolved | — | — | n/a |
| KES026-100409 | 24 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P2 | Resolved | 1.32 hr | 1.6 days | Met |
| KES026-100408 | 22 Jul 2026 | Incident | Site offline Network · ML · Head Office | P3 | Resolved | 2.98 hr | 1.4 days | Met |
| KES026-100407 | 21 Jul 2026 | Incident | Backup capacity review Backup · SE · Head Office | P4 | Closed | 0.49 hr | 1.9 days | Met |
| KES026-100406 | 17 Jul 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Resolved | 0.60 hr | 14.8 hr | Met |
| KES026-100405 | 16 Jul 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 7.35 hr | 2.3 days | Met |
| KES026-100404 | 13 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 4.96 hr | 1.5 days | Met |
| KES026-100403 | 09 Jul 2026 | Service Request | Name change request User admin · SE · Branch | P3 | Closed | 1.60 hr | 19.7 hr | Met |
| KES026-100402 | 08 Jul 2026 | Quote · excluded | Scan to email failing Printing · ML · Head Office | P4 | Resolved | — | — | n/a |
| KES026-100401 | 07 Jul 2026 | Change | Licence renewal Line of business app · TAG · Remote | P3 | Closed | — | — | n/a |
| KES026-100400 | 05 Jul 2026 | Service Request | MFA reset Security · BK · Head Office | P4 | Resolved | 0.77 hr | 16.9 hr | Met |
| KES026-100399 | 03 Jul 2026 | Service Request | Backup job failed Backup · BK · Branch | P2 | Closed | 1.22 hr | 1.7 days | Met |
| KES026-100398 | 02 Jul 2026 | Incident | Backup job failed Backup · AB · Head Office | P2 | Closed | 1.44 hr | 6.2 hr | Met |
| KES026-100397 | 01 Jul 2026 | Incident | Message quarantined Email · KB · Head Office | P2 | Resolved | 0.62 hr | 1.6 days | Met |
| KES026-100396 | 30 Jun 2026 | Incident | Toner replacement Printing · BK · Branch | P3 | Closed | 0.44 hr | 22.8 hr | Met |
| KES026-100395 | 29 Jun 2026 | Incident · excluded | MFA reset Security · ML · Head Office | P3 | Closed | — | — | n/a |
| KES026-100394 | 27 Jun 2026 | Service Request | Leaver process User admin · KB · Head Office | P4 | Resolved | 5.89 hr | 2.0 days | Met |
| KES026-100393 | 23 Jun 2026 | Incident | Mailbox delegation Email · SE · Remote | P4 | Closed | 4.15 hr | 1.0 days | Met |
| KES026-100392 | 22 Jun 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 1.14 hr | 7.1 hr | Met |
| KES026-100391 | 19 Jun 2026 | Incident · excluded | Leaver process User admin · TAG · Head Office | P2 | Closed | — | — | n/a |
| KES026-100390 | 18 Jun 2026 | Incident · excluded | Slow VPN Network · BK · Branch | P3 | Resolved | — | — | n/a |
| KES026-100389 | 17 Jun 2026 | Service Request | Spoofed email reported Email · AB · Site 2 | P2 | Closed | — | — | n/a |
| KES026-100388 | 16 Jun 2026 | Quote · excluded | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | — | — | n/a |
| KES026-100387 | 15 Jun 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Closed | 6.27 hr | 1.5 days | Met |
| KES026-100386 | 12 Jun 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P1 | Resolved | — | — | n/a |
| KES026-100385 | 12 Jun 2026 | Service Request | Call quality issue Telephony · KB · Branch | P3 | Resolved | 2.07 hr | 2.0 days | Met |
| KES026-100384 | 11 Jun 2026 | Incident · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | — | — | n/a |
| KES026-100383 | 10 Jun 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P4 | Resolved | 113.72 hr | 21.6 hr | Missed |
| KES026-100382 | 09 Jun 2026 | Service Request | Restore request Backup · AB · Remote | P3 | Resolved | 0.88 hr | 9.6 hr | Met |
| KES026-100381 | 08 Jun 2026 | Incident | Screen flickering Hardware · SE · Branch | P3 | Resolved | 15.79 hr | 1.0 days | Missed |
| KES026-100380 | 05 Jun 2026 | Incident · excluded | Site offline Network · SE · Head Office | P2 | Resolved | — | — | n/a |
| KES026-100379 | 03 Jun 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P1 | Closed | 2.37 hr | 9.8 hr | Met |
| KES026-100378 | 02 Jun 2026 | Service Request | Spoofed email reported Email · KB · Branch | P4 | Closed | 0.77 hr | 1.7 hr | Met |
| KES026-100377 | 01 Jun 2026 | Service Request | Leaver process User admin · SE · Head Office | P3 | Closed | 0.73 hr | 22.4 hr | Met |
| KES026-100376 | 28 May 2026 | Service Request | Report not generating Line of business app · AB · Branch | P2 | Closed | 2.26 hr | 2.0 days | Met |
| KES026-100375 | 27 May 2026 | Incident | Endpoint alert investigation Security · ML · Branch | P3 | Resolved | 0.75 hr | 9.1 hr | Met |
| KES026-100374 | 26 May 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 1.13 hr | 2.4 days | Met |
| KES026-100373 | 25 May 2026 | Incident | Database timeout Line of business app · BK · Remote | P3 | Resolved | 0.49 hr | 2.4 days | Met |
| KES026-100372 | 22 May 2026 | Change | Message quarantined Email · BK · Head Office | P3 | Resolved | 5.57 hr | 7.0 hr | Met |
| KES026-100371 | 21 May 2026 | Quote · excluded | Spoofed email reported Email · KB · Head Office | P3 | Closed | — | — | n/a |
| KES026-100370 | 20 May 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P2 | Resolved | 0.12 hr | 18.3 hr | Met |
| KES026-100369 | 20 May 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Resolved | 0.71 hr | 1.8 days | Met |
| KES026-100368 | 19 May 2026 | Service Request | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 0.18 hr | 1.7 days | Met |
| KES026-100367 | 18 May 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Resolved | 0.84 hr | 2.5 days | Met |
| KES026-100366 | 15 May 2026 | Quote · excluded | Site offline Network · TAG · Head Office | P1 | Closed | — | — | n/a |
| KES026-100365 | 14 May 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 1.79 hr | 1.2 days | Met |
| KES026-100364 | 13 May 2026 | Quote · excluded | Phishing report triage Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| KES026-100363 | 12 May 2026 | Incident · excluded | Mailbox delegation Email · SE · Remote | P2 | Closed | — | — | n/a |
| KES026-100362 | 11 May 2026 | Service Request | Replacement keyboard Hardware · BK · Remote | P3 | Resolved | 2.46 hr | 9.0 hr | Met |
| KES026-100361 | 08 May 2026 | Incident | Permission change User admin · BK · Remote | P4 | Resolved | 0.27 hr | 17.8 hr | Met |
| KES026-100360 | 05 May 2026 | Incident | Toner replacement Printing · BK · Head Office | P3 | Closed | 4.41 hr | 1.8 days | Met |
| KES026-100359 | 04 May 2026 | Service Request | Backup capacity review Backup · ML · Remote | P3 | Closed | 4.87 hr | 1.7 days | Met |
| KES026-100358 | 01 May 2026 | Incident | Name change request User admin · AB · Branch | P4 | Closed | 0.65 hr | 1.6 days | Met |
| KES026-100357 | 30 Apr 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Closed | 4.38 hr | 2.2 days | Met |
| KES026-100356 | 29 Apr 2026 | Change | Message quarantined Email · AB · Remote | P3 | Resolved | 1.33 hr | 1.5 days | Met |
| KES026-100355 | 28 Apr 2026 | Service Request | Site offline Network · TAG · Head Office | P3 | Closed | 0.17 hr | 1.9 days | Met |
| KES026-100354 | 27 Apr 2026 | Quote · excluded | Laptop will not boot Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| KES026-100353 | 24 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 0.26 hr | 20.7 hr | Met |
| KES026-100352 | 23 Apr 2026 | Service Request | Retention change Backup · AB · Branch | P4 | Closed | 1.20 hr | 15.3 hr | Met |
| KES026-100351 | 22 Apr 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P3 | Closed | 1.66 hr | 23.3 hr | Met |
| KES026-100350 | 21 Apr 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Closed | 0.09 hr | 5.5 hr | Met |
| KES026-100349 | 20 Apr 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 3.84 hr | 1.9 days | Met |
| KES026-100348 | 17 Apr 2026 | Incident · excluded | Screen flickering Hardware · KB · Remote | P3 | Resolved | — | — | n/a |
| KES026-100347 | 15 Apr 2026 | Service Request · excluded | Leaver process User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| KES026-100346 | 13 Apr 2026 | Incident | MFA reset Security · TAG · Remote | P4 | Closed | 1.00 hr | 2.5 days | Met |
| KES026-100345 | 11 Apr 2026 | Service Request | Printer offline Printing · SE · Head Office | P2 | Closed | 1.04 hr | 1.7 days | Met |
| KES026-100344 | 08 Apr 2026 | Change | Printer offline Printing · SE · Head Office | P3 | Resolved | 0.60 hr | 2.3 days | Met |
| KES026-100343 | 07 Apr 2026 | Project · excluded | Docking station not detected Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| KES026-100342 | 03 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 8.90 hr | 2.4 hr | Missed |
| KES026-100341 | 01 Apr 2026 | Quote · excluded | Suspicious sign-in review Security · SE · Remote | P4 | Resolved | — | — | n/a |
| KES026-100340 | 31 Mar 2026 | Service Request | Distribution list change Email · AB · Head Office | P4 | Closed | 0.74 hr | 22.6 hr | Met |
| KES026-100339 | 30 Mar 2026 | Incident · excluded | Backup job failed Backup · ML · Branch | P3 | Closed | — | — | n/a |
| KES026-100338 | 27 Mar 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Head Office | P2 | Closed | — | — | n/a |
| KES026-100337 | 26 Mar 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Closed | 5.97 hr | 1.5 days | Met |
| KES026-100336 | 24 Mar 2026 | Quote · excluded | Backup capacity review Backup · AB · Site 2 | P3 | Closed | — | — | n/a |
| KES026-100335 | 23 Mar 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Head Office | P2 | Closed | — | — | n/a |
| KES026-100334 | 19 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | 0.84 hr | 2.4 days | Met |
| KES026-100333 | 18 Mar 2026 | Change | Printer offline Printing · AB · Head Office | P3 | Resolved | 5.95 hr | 12.2 hr | Met |
| KES026-100332 | 17 Mar 2026 | Service Request · excluded | Leaver process User admin · TAG · Branch | P4 | Resolved | — | — | n/a |
| KES026-100331 | 16 Mar 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 3.42 hr | 2.1 days | Met |
| KES026-100330 | 13 Mar 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Closed | 3.31 hr | 2.2 days | Met |
| KES026-100329 | 11 Mar 2026 | Incident | Call quality issue Telephony · AB · Head Office | P2 | Resolved | 8.75 hr | 17.0 hr | Missed |
| KES026-100328 | 09 Mar 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | 0.14 hr | 2.1 days | Met |
| KES026-100327 | 06 Mar 2026 | Incident | Phishing report triage Security · SE · Remote | P3 | Resolved | 0.11 hr | 1.8 days | Met |
| KES026-100326 | 05 Mar 2026 | Service Request | Site offline Network · ML · Remote | P3 | Closed | 2.65 hr | 11.2 hr | Met |
| KES026-100325 | 03 Mar 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Closed | 9.49 hr | 13.6 hr | Missed |
| KES026-100324 | 02 Mar 2026 | Service Request · excluded | Retention change Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| KES026-100323 | 27 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P4 | Closed | 1.26 hr | 14.5 hr | Met |
| KES026-100322 | 25 Feb 2026 | Service Request | Endpoint alert investigation Security · AB · Site 2 | P4 | Resolved | 0.85 hr | 1.1 days | Met |
| KES026-100321 | 20 Feb 2026 | Incident | Report not generating Line of business app · BK · Site 2 | P3 | Closed | 0.27 hr | 1.3 days | Met |
| KES026-100320 | 19 Feb 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | — | — | n/a |
| KES026-100319 | 13 Feb 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Closed | 1.35 hr | 2.4 days | Met |
| KES026-100318 | 12 Feb 2026 | Incident | Phishing report triage Security · ML · Branch | P3 | Closed | 1.62 hr | 4.0 hr | Met |
| KES026-100317 | 11 Feb 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Resolved | — | — | n/a |
| KES026-100316 | 10 Feb 2026 | Quote · excluded | Mailbox delegation Email · SE · Site 2 | P3 | Closed | — | — | n/a |
| KES026-100315 | 09 Feb 2026 | Quote · excluded | Retention change Backup · TAG · Head Office | P4 | Closed | — | — | n/a |
| KES026-100314 | 06 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 4.06 hr | 1.1 days | Met |
| KES026-100313 | 05 Feb 2026 | Incident | Switch port fault Network · SE · Branch | P4 | Closed | 1.51 hr | 1.3 days | Met |
| KES026-100312 | 04 Feb 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P3 | Closed | 1.05 hr | 2.3 days | Met |
| KES026-100311 | 03 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Closed | 1.66 hr | 2.3 days | Met |
| KES026-100310 | 02 Feb 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 1.19 hr | 1.7 days | Met |
| KES026-100309 | 30 Jan 2026 | Incident | Slow VPN Network · SE · Site 2 | P2 | Resolved | 0.40 hr | 10.5 hr | Met |
| KES026-100308 | 29 Jan 2026 | Service Request | Printer offline Printing · AB · Remote | P3 | Closed | 0.45 hr | 1.5 days | Met |
| KES026-100307 | 26 Jan 2026 | Incident | New printer driver rollout Printing · ML · Remote | P4 | Closed | 0.15 hr | 2.4 days | Met |
| KES026-100306 | 23 Jan 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Closed | — | — | n/a |
| KES026-100305 | 22 Jan 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 3.60 hr | 0.5 hr | Met |
| KES026-100304 | 21 Jan 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Resolved | 0.25 hr | 20.9 hr | Met |
| KES026-100303 | 20 Jan 2026 | Service Request | Name change request User admin · BK · Branch | P3 | Resolved | 5.14 hr | 2.4 days | Met |
| KES026-100302 | 19 Jan 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P1 | Resolved | — | — | n/a |
| KES026-100301 | 14 Jan 2026 | Project · excluded | Toner replacement Printing · AB · Remote | P3 | Resolved | — | — | n/a |
| KES026-100300 | 13 Jan 2026 | Service Request · excluded | Replacement keyboard Hardware · AB · Remote | P2 | Closed | — | — | n/a |
| KES026-100299 | 12 Jan 2026 | Change | Outlook not syncing Microsoft 365 · TAG · Site 2 | P4 | Resolved | 0.95 hr | 1.7 days | Met |
| KES026-100298 | 09 Jan 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Resolved | 1.40 hr | 1.6 days | Met |
| KES026-100297 | 08 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Closed | 1.77 hr | 2.1 days | Met |
| KES026-100296 | 04 Jan 2026 | Change | Screen flickering Hardware · SE · Branch | P3 | Closed | 6.94 hr | 23.2 hr | Met |
| KES026-100295 | 02 Jan 2026 | Change | Voicemail not delivering Telephony · AB · Remote | P4 | Closed | 0.48 hr | 5.5 hr | Met |
| KES026-100294 | 01 Jan 2026 | Service Request | Toner replacement Printing · BK · Head Office | P4 | Closed | 2.00 hr | 21.9 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.