SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 62 records in this selection sit outside that — quotes, projects and planned installs, plus 30 calls billed time and materials. They stay visible for volume context.
Service performance
128 eligible records in this yearAverage first response
4.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
85.1%
18 call(s) over the 8-hour target
First-time fix
66.9%
Where the source records the field
Volume
Contract calls
128
190 calls logged in the period
Off contract
30
£8,010 chargeable
Open / closed
4 / 186
Across the selected period
Data-quality gaps
7
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
128
records
- Hardware20
- Email19
- Printing15
- Microsoft 36514
- Network13
- Security12
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 128 | 4.42 hr | 85.1% | 18 | 62 |
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 | 25 | 1.63 hr | 100% | 0 |
| Stacey Thomas | 16 | 3.84 hr | 75% | 4 |
| Anne-Marie Cable | 14 | 5.92 hr | 85% | 2 |
| Kelly Gregory | 12 | 4.98 hr | 82% | 2 |
| Damian Armstrong | 10 | 2.51 hr | 90% | 1 |
| Chloe Dempsey | 9 | 4.04 hr | 78% | 2 |
| Julie Herbert | 8 | 7.09 hr | 86% | 1 |
| Rachael Parkin | 8 | 4.26 hr | 75% | 2 |
| Barry Ebbs | 8 | 6.27 hr | 88% | 1 |
| (Not recorded) | 6 | 1.45 hr | 100% | 0 |
| Aiden Higgins | 5 | 12.06 hr | 60% | 2 |
| Daniel Blacker | 4 | 10.96 hr | 67% | 1 |
18 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 44.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302177 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-07-17 16:27 | 52.23 hr | +44.2 | TAG | Spoofed email reported |
| 302061 | Aiden Higgins | HP EliteBook 840 G9 | 2026-02-24 08:27 | 44.54 hr | +36.5 | AB | Slow VPN |
| 302151 | Kelly Gregory | Dell Latitude 7420 | 2026-06-17 17:56 | 34.92 hr | +26.9 | BK | Switch port fault |
| 302130 | Julie Herbert | HP EliteBook 840 G9 | 2026-05-22 08:28 | 34.77 hr | +26.8 | BK | Scan to email failing |
| 302093 | Barry Ebbs | Dell Latitude 7420 | 2026-04-07 11:00 | 33.78 hr | +25.8 | AB | Database timeout |
| 302137 | Daniel Blacker | Apple MacBook Pro 14 | 2026-05-29 15:35 | 32.03 hr | +24.0 | AB | Mailbox delegation |
| 302167 | Stacey Thomas | Canon imageRUNNER 2630 | 2026-07-03 09:45 | 12.00 hr | +4.0 | KB | Backup job failed |
| 302153 | Rachael Parkin | HP ProDesk 400 G7 | 2026-06-18 08:05 | 11.65 hr | +3.6 | BK | MFA reset |
| 302175 | Stacey Thomas | Apple MacBook Air M2 | 2026-07-14 15:14 | 11.63 hr | +3.6 | SE | SharePoint permission request |
| 302084 | Chloe Dempsey | Samsung Galaxy A54 | 2026-03-23 13:46 | 11.57 hr | +3.6 | ML | Backup capacity review |
| 302020 | Damian Armstrong | Apple iPhone 12 | 2026-01-02 16:46 | 9.86 hr | +1.9 | AB | Permission change |
| 302184 | Chloe Dempsey | Samsung Galaxy S23 | 2026-07-27 14:31 | 9.18 hr | +1.2 | KB | Teams sign-in loop |
| 302138 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-05-31 08:51 | 9.17 hr | +1.2 | ML | Replacement keyboard |
| 302189 | Kelly Gregory | Ruckus R550 | 2026-07-30 17:18 | 9.00 hr | +1.0 | KB | Laptop will not boot |
| 302139 | Aiden Higgins | Apple iPhone 14 | 2026-06-01 10:03 | 8.88 hr | +0.9 | KB | Replacement keyboard |
| 302141 | Rachael Parkin | Dell Latitude 5440 | 2026-06-03 13:25 | 8.66 hr | +0.7 | AB | Laptop will not boot |
| 302159 | Stacey Thomas | Apple iPhone 14 | 2026-06-24 13:54 | 8.38 hr | +0.4 | KB | Screen flickering |
| 302054 | Stacey Thomas | HP EliteBook 840 G9 | 2026-02-13 12:46 | 8.07 hr | +0.1 | ML | Suspicious sign-in review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Hardware | 7 | 21 Jan 2026 – 10 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 22 Feb 2026 – 06 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 5 | 04 Feb 2026 – 07 Jul 2026 |
| Julie Herbert | Printing | 5 | 16 Feb 2026 – 04 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 5 | 11 Apr 2026 – 18 Aug 2026 |
| Karen Taylor | Line of business app | 4 | 06 Jan 2026 – 24 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 06 Feb 2026 – 14 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 13 Feb 2026 – 24 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 8 | 24 Feb 2026 – 30 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 6 | 13 Feb 2026 – 11 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 4 | 31 Jan 2026 – 01 Jul 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 3 | 01 Jan 2026 – 14 Aug 2026 |
| Lenovo ThinkPad T14 | Telephony | 3 | 05 Jan 2026 – 03 Aug 2026 |
| Apple MacBook Air M2 | Hardware | 3 | 15 Jan 2026 – 06 Mar 2026 |
| Lenovo ThinkPad T14 | Hardware | 3 | 02 Feb 2026 – 05 May 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 3 | 06 Feb 2026 – 27 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
190 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KET523-100576 | 24 Aug 2026 | Change | Application crash on launch Line of business app · SE · Head Office | P3 | In Progress | — | — | n/a |
| KET523-100575 | 22 Aug 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 4.02 hr | 1.6 hr | Met |
| KET523-100574 | 21 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| KET523-100573 | 20 Aug 2026 | Change · excluded | Call quality issue Telephony · AB · Head Office | P2 | Resolved | — | — | n/a |
| KET523-100572 | 19 Aug 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Closed | 3.08 hr | 1.7 days | Met |
| KET523-100571 | 18 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P2 | Closed | 7.88 hr | 1.4 days | Met |
| KET523-100570 | 14 Aug 2026 | Change · excluded | Application crash on launch Line of business app · SE · Site 2 | P4 | Closed | — | — | n/a |
| KET523-100569 | 14 Aug 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | — | — | n/a |
| KET523-100568 | 13 Aug 2026 | Project · excluded | New starter setup User admin · AB · Head Office | P2 | Resolved | — | — | n/a |
| KET523-100567 | 13 Aug 2026 | Service Request · excluded | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | — | — | n/a |
| KET523-100566 | 12 Aug 2026 | Quote · excluded | Handset registration Telephony · SE · Site 2 | P4 | In Progress | — | — | n/a |
| KET523-100565 | 11 Aug 2026 | Incident · excluded | Screen flickering Hardware · KB · Head Office | P4 | Closed | — | — | n/a |
| KET523-100564 | 11 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P3 | Closed | 0.79 hr | 2.1 days | Met |
| KET523-100563 | 10 Aug 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P1 | Closed | 2.88 hr | 15.8 hr | Met |
| KET523-100562 | 06 Aug 2026 | Quote · excluded | Laptop will not boot Hardware · ML · Branch | P4 | Resolved | — | — | n/a |
| KET523-100561 | 05 Aug 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Remote | P3 | Resolved | — | — | n/a |
| KET523-100560 | 04 Aug 2026 | Service Request | Toner replacement Printing · AB · Remote | P1 | Resolved | 0.55 hr | 8.6 hr | Met |
| KET523-100559 | 03 Aug 2026 | Change | Toner replacement Printing · KB · Head Office | P3 | Closed | 0.70 hr | 2.1 days | Met |
| KET523-100558 | 03 Aug 2026 | Incident | Call quality issue Telephony · KB · Site 2 | P4 | Resolved | 0.95 hr | 2.3 days | Met |
| KET523-100557 | 30 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P2 | Closed | 9.00 hr | 1.7 days | Missed |
| KET523-100556 | 30 Jul 2026 | Incident | Distribution list change Email · TAG · Site 2 | P3 | Closed | — | — | n/a |
| KET523-100555 | 29 Jul 2026 | Change | New extension setup Telephony · BK · Remote | P4 | Resolved | 0.45 hr | 16.2 hr | Met |
| KET523-100554 | 29 Jul 2026 | Service Request | Message quarantined Email · KB · Remote | P3 | Resolved | 1.56 hr | 1.6 hr | Met |
| KET523-100553 | 28 Jul 2026 | Service Request | Message quarantined Email · TAG · Head Office | P3 | Closed | 0.53 hr | 1.5 days | Met |
| KET523-100552 | 27 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | 9.18 hr | 1.7 days | Missed |
| KET523-100551 | 24 Jul 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Closed | 1.16 hr | 2.2 days | Met |
| KET523-100550 | 23 Jul 2026 | Planned Install · excluded | Printer offline Printing · AB · Head Office | P4 | In Progress | — | — | n/a |
| KET523-100549 | 22 Jul 2026 | Change | Scan to email failing Printing · AB · Remote | P1 | Resolved | 1.18 hr | 13.9 hr | Met |
| KET523-100548 | 22 Jul 2026 | Quote · excluded | Slow VPN Network · BK · Head Office | P2 | Closed | — | — | n/a |
| KET523-100547 | 20 Jul 2026 | Project · excluded | Call quality issue Telephony · KB · Head Office | P3 | In Progress | — | — | n/a |
| KET523-100546 | 20 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Resolved | — | — | n/a |
| KET523-100545 | 17 Jul 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 52.23 hr | 1.1 hr | Missed |
| KET523-100544 | 16 Jul 2026 | Change | Scan to email failing Printing · BK · Head Office | P4 | Closed | 0.99 hr | 1.3 days | Met |
| KET523-100543 | 14 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 11.63 hr | 2.5 days | Missed |
| KET523-100542 | 10 Jul 2026 | Service Request | Restore request Backup · SE · Head Office | P2 | Closed | 1.44 hr | 1.4 days | Met |
| KET523-100541 | 09 Jul 2026 | Project · excluded | Permission change User admin · TAG · Remote | P4 | Resolved | — | — | n/a |
| KET523-100540 | 08 Jul 2026 | Incident · excluded | Scan to email failing Printing · SE · Remote | P3 | Closed | — | — | n/a |
| KET523-100539 | 07 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| KET523-100538 | 06 Jul 2026 | Incident | Slow VPN Network · ML · Head Office | P2 | Closed | 0.26 hr | 19.1 hr | Met |
| KET523-100537 | 05 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Closed | 1.66 hr | 10.3 hr | Met |
| KET523-100536 | 03 Jul 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Closed | 0.50 hr | 1.6 days | Met |
| KET523-100535 | 03 Jul 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | 12.00 hr | 2.1 days | Missed |
| KET523-100534 | 02 Jul 2026 | Incident · excluded | Backup capacity review Backup · BK · Site 2 | P4 | Resolved | — | — | n/a |
| KET523-100533 | 01 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Resolved | 3.03 hr | 19.1 hr | Met |
| KET523-100532 | 01 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 0.73 hr | 6.0 hr | Met |
| KET523-100531 | 30 Jun 2026 | Project · excluded | Handset registration Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| KET523-100530 | 27 Jun 2026 | Project · excluded | Scan to email failing Printing · TAG · Branch | P3 | Closed | — | — | n/a |
| KET523-100529 | 26 Jun 2026 | Service Request | Distribution list change Email · BK · Head Office | P2 | Closed | 1.47 hr | 0.5 hr | Met |
| KET523-100528 | 24 Jun 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| KET523-100527 | 24 Jun 2026 | Change | Screen flickering Hardware · KB · Head Office | P3 | Closed | 8.38 hr | 2.4 days | Missed |
| KET523-100526 | 23 Jun 2026 | Project · excluded | New starter setup User admin · KB · Head Office | P1 | Closed | — | — | n/a |
| KET523-100525 | 23 Jun 2026 | Incident | New extension setup Telephony · AB · Head Office | P2 | Resolved | 2.31 hr | 1.1 days | Met |
| KET523-100524 | 22 Jun 2026 | Service Request | Phishing report triage Security · KB · Head Office | P2 | Closed | 0.49 hr | 1.4 days | Met |
| KET523-100523 | 19 Jun 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 0.28 hr | 3.3 hr | Met |
| KET523-100522 | 19 Jun 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 0.22 hr | 1.1 days | Met |
| KET523-100521 | 18 Jun 2026 | Incident | MFA reset Security · BK · Branch | P3 | Closed | 11.65 hr | 1.9 days | Missed |
| KET523-100520 | 18 Jun 2026 | Change | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 0.65 hr | 1.1 hr | Met |
| KET523-100519 | 17 Jun 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Resolved | 34.92 hr | 1.4 days | Missed |
| KET523-100518 | 15 Jun 2026 | Incident · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| KET523-100517 | 15 Jun 2026 | Incident · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| KET523-100516 | 12 Jun 2026 | Incident | Endpoint alert investigation Security · AB · Remote | P3 | Resolved | 0.23 hr | 1.7 days | Met |
| KET523-100515 | 10 Jun 2026 | Incident | Mailbox delegation Email · KB · Head Office | P2 | Closed | 6.00 hr | 1.2 days | Met |
| KET523-100514 | 10 Jun 2026 | Change | Message quarantined Email · BK · Head Office | P3 | Resolved | 0.75 hr | 18.1 hr | Met |
| KET523-100513 | 09 Jun 2026 | Service Request · excluded | Site offline Network · TAG · Branch | P4 | Resolved | — | — | n/a |
| KET523-100512 | 08 Jun 2026 | Incident | New starter setup User admin · SE · Head Office | P4 | Closed | 0.48 hr | 13.9 hr | Met |
| KET523-100511 | 05 Jun 2026 | Service Request | Licence renewal Line of business app · BK · Branch | P3 | Resolved | 1.23 hr | 23.1 hr | Met |
| KET523-100510 | 04 Jun 2026 | Planned Install · excluded | Database timeout Line of business app · KB · Head Office | P4 | Closed | — | — | n/a |
| KET523-100509 | 03 Jun 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | 8.66 hr | 1.9 days | Missed |
| KET523-100508 | 02 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Closed | 0.38 hr | 1.1 days | Met |
| KET523-100507 | 01 Jun 2026 | Service Request | Replacement keyboard Hardware · KB · Remote | P3 | Closed | 8.88 hr | 16.3 hr | Missed |
| KET523-100506 | 31 May 2026 | Service Request | Replacement keyboard Hardware · ML · Branch | P3 | Resolved | 9.17 hr | 1.5 days | Missed |
| KET523-100505 | 29 May 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 32.03 hr | 12.6 hr | Missed |
| KET523-100504 | 28 May 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET523-100503 | 27 May 2026 | Service Request · excluded | Toner replacement Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| KET523-100502 | 27 May 2026 | Incident | Licence renewal Line of business app · AB · Branch | P3 | Resolved | 0.97 hr | 8.3 hr | Met |
| KET523-100501 | 26 May 2026 | Incident | Screen flickering Hardware · ML · Branch | P3 | Resolved | 0.35 hr | 1.2 days | Met |
| KET523-100500 | 26 May 2026 | Quote · excluded | Message quarantined Email · ML · Remote | P3 | Closed | — | — | n/a |
| KET523-100499 | 25 May 2026 | Planned Install · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | Resolved | — | — | n/a |
| KET523-100498 | 22 May 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P3 | Resolved | 34.77 hr | 2.1 days | Missed |
| KET523-100497 | 21 May 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 0.36 hr | 12.1 hr | Met |
| KET523-100496 | 20 May 2026 | Project · excluded | Voicemail not delivering Telephony · TAG · Remote | P3 | Resolved | — | — | n/a |
| KET523-100495 | 20 May 2026 | Incident · excluded | Mailbox delegation Email · TAG · Head Office | P4 | Closed | — | — | n/a |
| KET523-100494 | 18 May 2026 | Project · excluded | Leaver process User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| KET523-100493 | 15 May 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Resolved | 1.33 hr | 2.1 days | Met |
| KET523-100492 | 13 May 2026 | Incident | Slow VPN Network · AB · Remote | P3 | Closed | 0.35 hr | 1.9 days | Met |
| KET523-100491 | 12 May 2026 | Service Request | Printer offline Printing · SE · Remote | P4 | Closed | — | — | n/a |
| KET523-100490 | 11 May 2026 | Service Request | Leaver process User admin · BK · Head Office | P1 | Resolved | 5.57 hr | 3.5 hr | Met |
| KET523-100489 | 11 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.72 hr | 1.9 days | Met |
| KET523-100488 | 08 May 2026 | Service Request | Suspicious sign-in review Security · AB · Branch | P4 | Closed | 0.61 hr | 1.3 days | Met |
| KET523-100487 | 06 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 1.33 hr | 2.4 days | Met |
| KET523-100486 | 06 May 2026 | Service Request · excluded | New starter setup User admin · KB · Remote | P4 | Resolved | — | — | n/a |
| KET523-100485 | 05 May 2026 | Incident | Laptop will not boot Hardware · AB · Branch | P3 | Closed | 1.18 hr | 1.8 days | Met |
| KET523-100484 | 04 May 2026 | Service Request | Handset registration Telephony · BK · Head Office | P2 | Closed | 2.81 hr | 2.5 days | Met |
| KET523-100483 | 01 May 2026 | Service Request | Toner replacement Printing · SE · Head Office | P3 | Closed | 2.08 hr | 1.2 days | Met |
| KET523-100482 | 30 Apr 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Resolved | 0.52 hr | 1.4 days | Met |
| KET523-100481 | 29 Apr 2026 | Incident · excluded | Distribution list change Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET523-100480 | 28 Apr 2026 | Incident | Printer offline Printing · TAG · Head Office | P2 | Closed | 2.75 hr | 1.0 days | Met |
| KET523-100479 | 27 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 0.54 hr | 1.4 days | Met |
| KET523-100478 | 27 Apr 2026 | Quote · excluded | Mailbox delegation Email · ML · Head Office | P4 | Resolved | — | — | n/a |
| KET523-100477 | 24 Apr 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Resolved | 0.99 hr | 1.9 days | Met |
| KET523-100476 | 23 Apr 2026 | Incident | Message quarantined Email · TAG · Branch | P3 | Closed | 1.07 hr | 8.8 hr | Met |
| KET523-100475 | 22 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 0.11 hr | 15.8 hr | Met |
| KET523-100474 | 21 Apr 2026 | Incident | Screen flickering Hardware · SE · Remote | P3 | Closed | 0.32 hr | 1.4 days | Met |
| KET523-100473 | 20 Apr 2026 | Incident | Backup job failed Backup · TAG · Head Office | P4 | Resolved | 0.57 hr | 2.5 days | Met |
| KET523-100472 | 20 Apr 2026 | Project · excluded | Retention change Backup · KB · Remote | P3 | Resolved | — | — | n/a |
| KET523-100471 | 19 Apr 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Closed | 2.90 hr | 1.5 days | Met |
| KET523-100470 | 19 Apr 2026 | Incident | Restore request Backup · ML · Head Office | P3 | Resolved | 1.04 hr | 1.9 days | Met |
| KET523-100469 | 17 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Closed | 4.92 hr | 1.9 days | Met |
| KET523-100468 | 15 Apr 2026 | Incident | Application crash on launch Line of business app · KB · Remote | P4 | Closed | 0.56 hr | 19.8 hr | Met |
| KET523-100467 | 15 Apr 2026 | Incident | Distribution list change Email · AB · Head Office | P3 | Resolved | 3.66 hr | 0.4 hr | Met |
| KET523-100466 | 11 Apr 2026 | Incident | Laptop will not boot Hardware · TAG · Remote | P3 | Resolved | 1.21 hr | 19.0 hr | Met |
| KET523-100465 | 11 Apr 2026 | Change | Spoofed email reported Email · ML · Branch | P3 | Resolved | 1.34 hr | 1.8 days | Met |
| KET523-100464 | 10 Apr 2026 | Project · excluded | Leaver process User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| KET523-100463 | 10 Apr 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 4.92 hr | 1.4 days | Met |
| KET523-100462 | 08 Apr 2026 | Change | Licence renewal Line of business app · SE · Remote | P4 | Closed | 1.15 hr | 2.1 days | Met |
| KET523-100461 | 07 Apr 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P4 | Closed | 33.78 hr | 1.5 days | Missed |
| KET523-100460 | 06 Apr 2026 | Service Request | Slow VPN Network · BK · Head Office | P3 | Resolved | 2.37 hr | 14.8 hr | Met |
| KET523-100459 | 06 Apr 2026 | Incident | Scan to email failing Printing · ML · Remote | P1 | Resolved | 0.85 hr | 13.5 hr | Met |
| KET523-100458 | 03 Apr 2026 | Incident | New starter setup User admin · BK · Remote | P3 | Resolved | 0.34 hr | 1.7 days | Met |
| KET523-100457 | 03 Apr 2026 | Change | New printer driver rollout Printing · BK · Branch | P3 | Resolved | 7.94 hr | 1.8 days | Met |
| KET523-100456 | 02 Apr 2026 | Service Request · excluded | Toner replacement Printing · KB · Head Office | P4 | Closed | — | — | n/a |
| KET523-100455 | 01 Apr 2026 | Service Request | Laptop will not boot Hardware · TAG · Branch | P2 | Resolved | 1.26 hr | 1.4 days | Met |
| KET523-100454 | 26 Mar 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | 0.66 hr | 10.1 hr | Met |
| KET523-100453 | 26 Mar 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P4 | Resolved | 0.51 hr | 15.9 hr | Met |
| KET523-100452 | 23 Mar 2026 | Incident | Backup capacity review Backup · ML · Site 2 | P1 | Closed | 11.57 hr | 10.3 hr | Missed |
| KET523-100451 | 23 Mar 2026 | Quote · excluded | Backup job failed Backup · BK · Head Office | P4 | Resolved | — | — | n/a |
| KET523-100450 | 20 Mar 2026 | Project · excluded | Screen flickering Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| KET523-100449 | 18 Mar 2026 | Project · excluded | Endpoint alert investigation Security · KB · Branch | P4 | Resolved | — | — | n/a |
| KET523-100448 | 17 Mar 2026 | Service Request | Site offline Network · BK · Branch | P4 | Resolved | 0.77 hr | 1.4 days | Met |
| KET523-100447 | 17 Mar 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Closed | 0.29 hr | 1.4 days | Met |
| KET523-100446 | 13 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 5.64 hr | 1.4 days | Met |
| KET523-100445 | 12 Mar 2026 | Incident | Phishing report triage Security · SE · Head Office | P3 | Resolved | 5.05 hr | 1.9 days | Met |
| KET523-100444 | 12 Mar 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Remote | P4 | Resolved | — | — | n/a |
| KET523-100443 | 11 Mar 2026 | Service Request · excluded | Name change request User admin · SE · Head Office | P2 | Closed | — | — | n/a |
| KET523-100442 | 11 Mar 2026 | Incident · excluded | New printer driver rollout Printing · ML · Head Office | P2 | Resolved | — | — | n/a |
| KET523-100441 | 10 Mar 2026 | Project · excluded | Retention change Backup · KB · Branch | P2 | Resolved | — | — | n/a |
| KET523-100440 | 09 Mar 2026 | Service Request | Toner replacement Printing · ML · Head Office | P3 | Closed | 0.09 hr | 7.0 hr | Met |
| KET523-100439 | 09 Mar 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Remote | P3 | Resolved | — | — | n/a |
| KET523-100438 | 06 Mar 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P3 | Resolved | 1.36 hr | 13.5 hr | Met |
| KET523-100437 | 05 Mar 2026 | Incident | Scan to email failing Printing · SE · Remote | P3 | Closed | 1.45 hr | 1.5 days | Met |
| KET523-100436 | 04 Mar 2026 | Incident | Site offline Network · BK · Head Office | P2 | Closed | 0.89 hr | 1.8 days | Met |
| KET523-100435 | 04 Mar 2026 | Quote · excluded | Site offline Network · KB · Head Office | P3 | Closed | — | — | n/a |
| KET523-100434 | 02 Mar 2026 | Incident | Message quarantined Email · BK · Head Office | P4 | Resolved | 0.57 hr | 6.2 hr | Met |
| KET523-100433 | 02 Mar 2026 | Incident | Slow VPN Network · BK · Branch | P3 | Closed | 7.72 hr | 13.4 hr | Met |
| KET523-100432 | 27 Feb 2026 | Change · excluded | New extension setup Telephony · KB · Head Office | P2 | Resolved | — | — | n/a |
| KET523-100431 | 27 Feb 2026 | Service Request | Switch port fault Network · KB · Head Office | P4 | Closed | 4.90 hr | 6.2 hr | Met |
| KET523-100430 | 24 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P4 | Closed | 1.06 hr | 1.3 hr | Met |
| KET523-100429 | 24 Feb 2026 | Service Request | Slow VPN Network · AB · Head Office | P4 | Resolved | 44.54 hr | 2.3 days | Missed |
| KET523-100428 | 22 Feb 2026 | Incident · excluded | New extension setup Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| KET523-100427 | 22 Feb 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P2 | Resolved | 4.47 hr | 1.9 days | 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.