SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 50 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
109 eligible records in this yearAverage first response
5.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
86.8%
14 call(s) over the 8-hour target
First-time fix
74.1%
Where the source records the field
Volume
Contract calls
109
159 calls logged in the period
Off contract
19
£6,874.5 chargeable
Open / closed
10 / 149
Across the selected period
Data-quality gaps
3
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
109
records
- Security21
- Printing18
- Network11
- Telephony11
- Email10
- Microsoft 3659
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 109 | 5.82 hr | 86.8% | 14 | 50 |
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 | 16 | 2.51 hr | 100% | 0 |
| Anne-Marie Cable | 14 | 8.13 hr | 71% | 4 |
| Chloe Dempsey | 11 | 5.54 hr | 91% | 1 |
| Kelly Gregory | 11 | 17.83 hr | 70% | 3 |
| Stacey Thomas | 10 | 1.73 hr | 100% | 0 |
| (Not recorded) | 9 | 2.69 hr | 100% | 0 |
| Phil Jenkins | 8 | 7.16 hr | 75% | 2 |
| Damian Armstrong | 7 | 8.72 hr | 83% | 1 |
| Barry Ebbs | 6 | 5.73 hr | 83% | 1 |
| Julie Herbert | 6 | 2.14 hr | 83% | 1 |
| Aiden Higgins | 5 | 4.47 hr | 80% | 1 |
| Daniel Blacker | 5 | 0.47 hr | 100% | 0 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 142.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304903 | Kelly Gregory | Dell Latitude 7420 | 2026-03-17 17:02 | 149.98 hr | +142.0 | ML | New printer driver rollout |
| 304863 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-01-08 08:10 | 47.49 hr | +39.5 | KB | Message quarantined |
| 304966 | Damian Armstrong | HP EliteBook 840 G9 | 2026-06-19 14:12 | 39.17 hr | +31.2 | BK | Site offline |
| 304872 | Anne-Marie Cable | Dell Latitude E7470 | 2026-01-23 15:06 | 36.93 hr | +28.9 | SE | Mailbox delegation |
| 304983 | Phil Jenkins | Dell OptiPlex 7010 | 2026-07-14 17:23 | 28.72 hr | +20.7 | SE | Voicemail not delivering |
| 304905 | Anne-Marie Cable | Dell Latitude 5440 | 2026-03-19 15:44 | 24.20 hr | +16.2 | KB | Scan to email failing |
| 304973 | Barry Ebbs | HP ProBook 450 G6 | 2026-07-01 13:25 | 20.44 hr | +12.4 | TAG | New printer driver rollout |
| 304955 | Anne-Marie Cable | Dell Latitude 5440 | 2026-06-03 15:50 | 10.86 hr | +2.9 | BK | SharePoint permission request |
| 304917 | Kelly Gregory | Dell Latitude E7470 | 2026-04-07 13:36 | 10.48 hr | +2.5 | SE | Scan to email failing |
| 304919 | Phil Jenkins | HP ProBook 450 G6 | 2026-04-13 10:57 | 10.21 hr | +2.2 | ML | Endpoint alert investigation |
| 304956 | Aiden Higgins | Lenovo ThinkCentre M70q | 2026-06-04 11:34 | 9.89 hr | +1.9 | KB | Teams sign-in loop |
| 304928 | Kelly Gregory | Dell Latitude 7420 | 2026-04-27 11:44 | 8.85 hr | +0.8 | KB | Restore request |
| 304897 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-03-04 09:47 | 8.03 hr | +0.0 | SE | Suspicious sign-in review |
| 304949 | Julie Herbert | HP ProBook 450 G6 | 2026-05-25 13:30 | 8.03 hr | +0.0 | BK | New extension setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 5 | 21 Jan 2026 – 18 Jul 2026 |
| Chloe Dempsey | Monitoring / server / security | 5 | 24 Feb 2026 – 08 Jul 2026 |
| Karen Taylor | Printing | 4 | 16 Jan 2026 – 25 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 4 | 25 Jan 2026 – 22 Jun 2026 |
| Kelly Gregory | Printing | 4 | 10 Feb 2026 – 10 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 04 Mar 2026 – 23 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 23 Jan 2026 – 03 Jun 2026 |
| Phil Jenkins | Monitoring / server / security | 3 | 11 Feb 2026 – 06 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Monitoring / server / security | 4 | 13 Jan 2026 – 19 May 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 4 | 04 Mar 2026 – 20 Aug 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 3 | 05 Feb 2026 – 23 Jul 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 3 | 06 Feb 2026 – 05 Apr 2026 |
| Dell Latitude E7470 | Printing | 3 | 10 Feb 2026 – 25 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 3 | 19 Feb 2026 – 06 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 06 Mar 2026 – 20 Jul 2026 |
| HP ProBook 450 G6 | Printing | 3 | 16 Mar 2026 – 01 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
159 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KET416-100459 | 25 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Site 2 | P3 | Closed | 1.44 hr | 1.6 days | Met |
| KET416-100458 | 24 Aug 2026 | Quote · excluded | Screen flickering Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| KET416-100457 | 21 Aug 2026 | Quote · excluded | New extension setup Telephony · TAG · Remote | P1 | Open | — | — | n/a |
| KET416-100456 | 20 Aug 2026 | Incident | Screen flickering Hardware · AB · Branch | P3 | Closed | 1.20 hr | 1.1 days | Met |
| KET416-100455 | 20 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P4 | In Progress | — | — | n/a |
| KET416-100454 | 19 Aug 2026 | Service Request · excluded | Application crash on launch Line of business app · TAG · Remote | P2 | Closed | — | — | n/a |
| KET416-100453 | 19 Aug 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Closed | 0.70 hr | 2.1 days | Met |
| KET416-100452 | 18 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P2 | Closed | 0.83 hr | 2.4 days | Met |
| KET416-100451 | 13 Aug 2026 | Quote · excluded | Phishing report triage Security · KB · Remote | P4 | Closed | — | — | n/a |
| KET416-100450 | 13 Aug 2026 | Incident | Leaver process User admin · SE · Branch | P4 | Resolved | 3.64 hr | 1.2 days | Met |
| KET416-100449 | 12 Aug 2026 | Incident · excluded | Name change request User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| KET416-100448 | 11 Aug 2026 | Incident · excluded | Switch port fault Network · AB · Site 2 | P3 | Closed | — | — | n/a |
| KET416-100447 | 10 Aug 2026 | Planned Install · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Open | — | — | n/a |
| KET416-100446 | 09 Aug 2026 | Incident | Phishing report triage Security · AB · Site 2 | P3 | Closed | 0.13 hr | 2.1 days | Met |
| KET416-100445 | 09 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P4 | Resolved | 6.35 hr | 2.2 days | Met |
| KET416-100444 | 07 Aug 2026 | Service Request · excluded | Name change request User admin · TAG · Head Office | P1 | Resolved | — | — | n/a |
| KET416-100443 | 06 Aug 2026 | Change | Endpoint alert investigation Security · ML · Branch | P3 | Closed | 1.10 hr | 19.6 hr | Met |
| KET416-100442 | 05 Aug 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P3 | Closed | 1.76 hr | 2.1 days | Met |
| KET416-100441 | 04 Aug 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · BK · Site 2 | P1 | Open | — | — | n/a |
| KET416-100440 | 03 Aug 2026 | Project · excluded | Mailbox delegation Email · ML · Branch | P4 | Closed | — | — | n/a |
| KET416-100439 | 01 Aug 2026 | Incident | Call quality issue Telephony · ML · Branch | P3 | Resolved | 1.48 hr | 2.3 days | Met |
| KET416-100438 | 01 Aug 2026 | Service Request | Application crash on launch Line of business app · AB · Remote | P4 | Closed | 1.21 hr | 1.1 days | Met |
| KET416-100437 | 31 Jul 2026 | Planned Install · excluded | Switch port fault Network · KB · Branch | P2 | In Progress | — | — | n/a |
| KET416-100436 | 31 Jul 2026 | Incident | Restore request Backup · ML · Branch | P4 | Resolved | 0.52 hr | 18.3 hr | Met |
| KET416-100435 | 30 Jul 2026 | Quote · excluded | Call quality issue Telephony · KB · Remote | P3 | In Progress | — | — | n/a |
| KET416-100434 | 29 Jul 2026 | Incident | Replacement keyboard Hardware · SE · Site 2 | P3 | Resolved | 1.69 hr | 2.4 days | Met |
| KET416-100433 | 28 Jul 2026 | Project · excluded | Permission change User admin · AB · Head Office | P4 | Open | — | — | n/a |
| KET416-100432 | 27 Jul 2026 | Project · excluded | Slow VPN Network · KB · Branch | P3 | In Progress | — | — | n/a |
| KET416-100431 | 24 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Resolved | 0.07 hr | 2.2 days | Met |
| KET416-100430 | 23 Jul 2026 | Incident | Site offline Network · KB · Head Office | P4 | Resolved | 7.54 hr | 2.4 days | Met |
| KET416-100429 | 22 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Head Office | P2 | Open | — | — | n/a |
| KET416-100428 | 20 Jul 2026 | Change | Distribution list change Email · AB · Remote | P2 | Closed | 3.99 hr | 1.3 days | Met |
| KET416-100427 | 18 Jul 2026 | Service Request | Suspicious sign-in review Security · AB · Branch | P4 | Resolved | 4.58 hr | 1.3 days | Met |
| KET416-100426 | 17 Jul 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · BK · Branch | P2 | Closed | — | — | n/a |
| KET416-100425 | 15 Jul 2026 | Quote · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Open | — | — | n/a |
| KET416-100424 | 15 Jul 2026 | Change | Call quality issue Telephony · SE · Site 2 | P4 | Closed | — | — | n/a |
| KET416-100423 | 14 Jul 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 28.72 hr | 10.8 hr | Missed |
| KET416-100422 | 13 Jul 2026 | Change | Database timeout Line of business app · AB · Branch | P3 | Closed | 1.31 hr | 22.0 hr | Met |
| KET416-100421 | 11 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · SE · Site 2 | P3 | Closed | — | — | n/a |
| KET416-100420 | 10 Jul 2026 | Incident | Toner replacement Printing · ML · Branch | P2 | Closed | 1.43 hr | 18.7 hr | Met |
| KET416-100419 | 10 Jul 2026 | Incident | Retention change Backup · ML · Head Office | P3 | Resolved | 5.44 hr | 23.4 hr | Met |
| KET416-100418 | 09 Jul 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | 0.91 hr | 2.3 days | Met |
| KET416-100417 | 08 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 5.04 hr | 21.5 hr | Met |
| KET416-100416 | 07 Jul 2026 | Incident | Leaver process User admin · BK · Head Office | P2 | Resolved | 4.44 hr | 2.5 days | Met |
| KET416-100415 | 06 Jul 2026 | Service Request | MFA reset Security · SE · Remote | P2 | Closed | 1.00 hr | 1.6 days | Met |
| KET416-100414 | 06 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P2 | Resolved | 1.15 hr | 1.6 days | Met |
| KET416-100413 | 01 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | 20.44 hr | 1.2 days | Missed |
| KET416-100412 | 30 Jun 2026 | Incident | Backup capacity review Backup · ML · Head Office | P1 | Resolved | 3.36 hr | 1.7 hr | Met |
| KET416-100411 | 29 Jun 2026 | Change | Database timeout Line of business app · AB · Head Office | P2 | Closed | — | — | n/a |
| KET416-100410 | 25 Jun 2026 | Planned Install · excluded | New printer driver rollout Printing · SE · Branch | P3 | Resolved | — | — | n/a |
| KET416-100409 | 24 Jun 2026 | Service Request | New extension setup Telephony · KB · Head Office | P3 | Closed | 4.04 hr | 14.0 hr | Met |
| KET416-100408 | 24 Jun 2026 | Service Request | New starter setup User admin · KB · Site 2 | P3 | Resolved | 1.60 hr | 1.3 days | Met |
| KET416-100407 | 22 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Closed | 1.34 hr | 8.5 hr | Met |
| KET416-100406 | 19 Jun 2026 | Incident | Site offline Network · BK · Branch | P1 | Closed | 39.17 hr | 8.0 hr | Missed |
| KET416-100405 | 19 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Resolved | 0.45 hr | 1.3 days | Met |
| KET416-100404 | 18 Jun 2026 | Project · excluded | Site offline Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET416-100403 | 17 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Site 2 | P4 | Closed | 1.03 hr | 1.4 days | Met |
| KET416-100402 | 16 Jun 2026 | Quote · excluded | Phishing report triage Security · SE · Head Office | P3 | Resolved | — | — | n/a |
| KET416-100401 | 15 Jun 2026 | Incident · excluded | Slow VPN Network · KB · Site 2 | P3 | Closed | — | — | n/a |
| KET416-100400 | 15 Jun 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 5.70 hr | 2.1 days | Met |
| KET416-100399 | 11 Jun 2026 | Planned Install · excluded | Licence renewal Line of business app · SE · Remote | P4 | Closed | — | — | n/a |
| KET416-100398 | 10 Jun 2026 | Incident | Endpoint alert investigation Security · ML · Branch | P2 | Closed | 0.25 hr | 0.9 hr | Met |
| KET416-100397 | 10 Jun 2026 | Incident | Distribution list change Email · ML · Site 2 | P4 | Resolved | 1.07 hr | 2.0 days | Met |
| KET416-100396 | 04 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Site 2 | P4 | Closed | 9.89 hr | 11.8 hr | Missed |
| KET416-100395 | 03 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Branch | P1 | Closed | 10.86 hr | 12.8 hr | Missed |
| KET416-100394 | 02 Jun 2026 | Service Request | Report not generating Line of business app · AB · Site 2 | P3 | Closed | 1.01 hr | 7.4 hr | Met |
| KET416-100393 | 29 May 2026 | Service Request · excluded | Handset registration Telephony · AB · Branch | P3 | Resolved | — | — | n/a |
| KET416-100392 | 28 May 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Resolved | — | — | n/a |
| KET416-100391 | 27 May 2026 | Incident | Backup capacity review Backup · BK · Branch | P2 | Resolved | 3.97 hr | 1.8 days | Met |
| KET416-100390 | 26 May 2026 | Incident | Screen flickering Hardware · TAG · Remote | P4 | Closed | 0.20 hr | 1.6 days | Met |
| KET416-100389 | 25 May 2026 | Service Request | New extension setup Telephony · BK · Remote | P3 | Closed | 8.03 hr | 1.8 days | Missed |
| KET416-100388 | 22 May 2026 | Change | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 3.61 hr | 15.3 hr | Met |
| KET416-100387 | 22 May 2026 | Incident | New extension setup Telephony · TAG · Branch | P3 | Resolved | 1.21 hr | 1.5 days | Met |
| KET416-100386 | 21 May 2026 | Incident · excluded | Switch port fault Network · TAG · Remote | P2 | Closed | — | — | n/a |
| KET416-100385 | 21 May 2026 | Quote · excluded | Backup capacity review Backup · BK · Branch | P3 | Closed | — | — | n/a |
| KET416-100384 | 19 May 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P4 | Resolved | 8.00 hr | 18.8 hr | Met |
| KET416-100383 | 15 May 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P1 | Closed | 3.75 hr | 16.6 hr | Met |
| KET416-100382 | 14 May 2026 | Planned Install · excluded | Backup capacity review Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| KET416-100381 | 12 May 2026 | Service Request | Toner replacement Printing · ML · Head Office | P3 | Resolved | 7.01 hr | 6.1 hr | Met |
| KET416-100380 | 11 May 2026 | Service Request · excluded | Retention change Backup · ML · Branch | P4 | Resolved | — | — | n/a |
| KET416-100379 | 11 May 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Resolved | 1.16 hr | 10.6 hr | Met |
| KET416-100378 | 10 May 2026 | Quote · excluded | Scan to email failing Printing · TAG · Remote | P3 | Resolved | — | — | n/a |
| KET416-100377 | 07 May 2026 | Service Request · excluded | Retention change Backup · ML · Head Office | P4 | Resolved | — | — | n/a |
| KET416-100376 | 07 May 2026 | Quote · excluded | New printer driver rollout Printing · ML · Remote | P4 | Closed | — | — | n/a |
| KET416-100375 | 06 May 2026 | Service Request | Suspicious sign-in review Security · BK · Branch | P4 | Closed | 0.62 hr | 12.8 hr | Met |
| KET416-100374 | 04 May 2026 | Planned Install · excluded | Message quarantined Email · BK · Head Office | P3 | Closed | — | — | n/a |
| KET416-100373 | 01 May 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Resolved | 0.19 hr | 1.6 days | Met |
| KET416-100372 | 01 May 2026 | Service Request | MFA reset Security · ML · Head Office | P2 | Closed | 0.86 hr | 22.9 hr | Met |
| KET416-100371 | 30 Apr 2026 | Incident · excluded | Spoofed email reported Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| KET416-100370 | 29 Apr 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| KET416-100369 | 28 Apr 2026 | Service Request · excluded | Toner replacement Printing · ML · Branch | P3 | Closed | — | — | n/a |
| KET416-100368 | 27 Apr 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Resolved | 8.85 hr | 0.3 hr | Missed |
| KET416-100367 | 23 Apr 2026 | Incident · excluded | Distribution list change Email · KB · Head Office | P1 | Resolved | — | — | n/a |
| KET416-100366 | 22 Apr 2026 | Service Request | Slow VPN Network · SE · Head Office | P4 | Closed | 0.45 hr | 11.5 hr | Met |
| KET416-100365 | 20 Apr 2026 | Service Request | Printer offline Printing · TAG · Head Office | P2 | Closed | 0.12 hr | 21.9 hr | Met |
| KET416-100364 | 17 Apr 2026 | Planned Install · excluded | Permission change User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET416-100363 | 16 Apr 2026 | Project · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| KET416-100362 | 15 Apr 2026 | Incident · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET416-100361 | 14 Apr 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 0.40 hr | 1.4 days | Met |
| KET416-100360 | 14 Apr 2026 | Quote · excluded | Restore request Backup · AB · Remote | P3 | Closed | — | — | n/a |
| KET416-100359 | 13 Apr 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 10.21 hr | 19.9 hr | Missed |
| KET416-100358 | 10 Apr 2026 | Service Request · excluded | Handset registration Telephony · ML · Head Office | P4 | Resolved | — | — | n/a |
| KET416-100357 | 07 Apr 2026 | Incident | Scan to email failing Printing · SE · Head Office | P2 | Closed | 10.48 hr | 1.4 days | Missed |
| KET416-100356 | 05 Apr 2026 | Service Request | Phishing report triage Security · TAG · Site 2 | P3 | Resolved | 4.23 hr | 1.7 days | Met |
| KET416-100355 | 02 Apr 2026 | Incident | New printer driver rollout Printing · TAG · Branch | P3 | Closed | 0.41 hr | 12.0 hr | Met |
| KET416-100354 | 01 Apr 2026 | Project · excluded | Scan to email failing Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| KET416-100353 | 31 Mar 2026 | Incident | Call quality issue Telephony · BK · Branch | P2 | Closed | 1.24 hr | 1.1 days | Met |
| KET416-100352 | 30 Mar 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Resolved | 5.21 hr | 22.0 hr | Met |
| KET416-100351 | 30 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 0.19 hr | 1.8 days | Met |
| KET416-100350 | 27 Mar 2026 | Change | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | 3.83 hr | 1.4 days | Met |
| KET416-100349 | 26 Mar 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 1.26 hr | 12.7 hr | Met |
| KET416-100348 | 24 Mar 2026 | Quote · excluded | Toner replacement Printing · TAG · Branch | P4 | Closed | — | — | n/a |
| KET416-100347 | 20 Mar 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Closed | 0.32 hr | 3.3 hr | Met |
| KET416-100346 | 20 Mar 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 1.40 hr | 1.1 days | Met |
| KET416-100345 | 19 Mar 2026 | Incident | Scan to email failing Printing · KB · Site 2 | P4 | Closed | 24.20 hr | 23.9 hr | Missed |
| KET416-100344 | 17 Mar 2026 | Incident · excluded | Backup job failed Backup · ML · Site 2 | P4 | Closed | — | — | n/a |
| KET416-100343 | 17 Mar 2026 | Incident | New printer driver rollout Printing · ML · Remote | P3 | Resolved | 149.98 hr | 17.6 hr | Missed |
| KET416-100342 | 16 Mar 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Closed | 4.72 hr | 2.0 days | Met |
| KET416-100341 | 11 Mar 2026 | Incident | Scan to email failing Printing · SE · Site 2 | P3 | Closed | 0.09 hr | 13.6 hr | Met |
| KET416-100340 | 10 Mar 2026 | Incident | Distribution list change Email · SE · Remote | P2 | Closed | 2.02 hr | 1.8 days | Met |
| KET416-100339 | 09 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P3 | Resolved | 1.80 hr | 13.0 hr | Met |
| KET416-100338 | 06 Mar 2026 | Incident | Distribution list change Email · BK · Head Office | P4 | Closed | 0.34 hr | 1.2 days | Met |
| KET416-100337 | 04 Mar 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P2 | Resolved | 8.03 hr | 1.5 days | Missed |
| KET416-100336 | 03 Mar 2026 | Incident | Voicemail not delivering Telephony · ML · Branch | P3 | Resolved | 0.36 hr | 10.8 hr | Met |
| KET416-100335 | 02 Mar 2026 | Incident | Backup job failed Backup · TAG · Head Office | P4 | Closed | 0.90 hr | 2.2 days | Met |
| KET416-100334 | 26 Feb 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | 0.17 hr | 1.2 days | Met |
| KET416-100333 | 24 Feb 2026 | Change | Phishing report triage Security · SE · Head Office | P3 | Resolved | 0.20 hr | 1.6 days | Met |
| KET416-100332 | 23 Feb 2026 | Quote · excluded | New starter setup User admin · KB · Branch | P3 | Resolved | — | — | n/a |
| KET416-100331 | 20 Feb 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P4 | Closed | 3.00 hr | 1.4 days | Met |
| KET416-100330 | 19 Feb 2026 | Service Request | Switch port fault Network · KB · Head Office | P4 | Closed | 1.28 hr | 12.8 hr | Met |
| KET416-100329 | 18 Feb 2026 | Service Request | Printer offline Printing · BK · Remote | P3 | Closed | 2.75 hr | 2.1 hr | Met |
| KET416-100328 | 17 Feb 2026 | Incident | Database timeout Line of business app · ML · Site 2 | P4 | Resolved | 3.64 hr | 16.3 hr | Met |
| KET416-100327 | 16 Feb 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Resolved | 7.89 hr | 2.3 days | Met |
| KET416-100326 | 12 Feb 2026 | Incident | Site offline Network · AB · Branch | P4 | Closed | 1.38 hr | 2.3 days | Met |
| KET416-100325 | 11 Feb 2026 | Incident | Switch port fault Network · TAG · Branch | P4 | Closed | 5.23 hr | 23.4 hr | Met |
| KET416-100324 | 10 Feb 2026 | Service Request | Scan to email failing Printing · AB · Remote | P3 | Resolved | 4.31 hr | 1.0 hr | Met |
| KET416-100323 | 09 Feb 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 4.07 hr | 1.9 days | Met |
| KET416-100322 | 06 Feb 2026 | Incident | Phishing report triage Security · AB · Site 2 | P2 | Resolved | 1.26 hr | 1.8 days | Met |
| KET416-100321 | 05 Feb 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P2 | Resolved | 1.14 hr | 15.3 hr | Met |
| KET416-100320 | 04 Feb 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Remote | P4 | Closed | — | — | n/a |
| KET416-100319 | 03 Feb 2026 | Project · excluded | Message quarantined Email · ML · Head Office | P3 | Closed | — | — | n/a |
| KET416-100318 | 02 Feb 2026 | Service Request | Retention change Backup · KB · Head Office | P2 | Resolved | 0.24 hr | 1.8 days | Met |
| KET416-100317 | 30 Jan 2026 | Service Request | Laptop will not boot Hardware · AB · Remote | P2 | Closed | 1.47 hr | 1.6 days | Met |
| KET416-100316 | 29 Jan 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | Closed | 0.65 hr | 2.2 days | Met |
| KET416-100315 | 26 Jan 2026 | Service Request | New starter setup User admin · ML · Remote | P2 | Resolved | 3.82 hr | 1.2 days | Met |
| KET416-100314 | 25 Jan 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P2 | Resolved | 0.38 hr | 2.1 days | Met |
| KET416-100313 | 25 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 0.11 hr | 2.0 days | Met |
| KET416-100312 | 23 Jan 2026 | Incident | Mailbox delegation Email · SE · Head Office | P4 | Resolved | 36.93 hr | 1.9 days | Missed |
| KET416-100311 | 22 Jan 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Closed | 1.71 hr | 2.4 days | Met |
| KET416-100310 | 21 Jan 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P4 | Resolved | 3.39 hr | 22.0 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.