SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 319 records in this selection sit outside that — quotes, projects and planned installs, plus 133 calls billed time and materials. They stay visible for volume context.
Service performance
852 eligible records in this yearAverage first response
4.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.1%
89 call(s) over the 8-hour target
First-time fix
68.1%
Where the source records the field
Volume
Contract calls
852
1,171 calls logged in the period
Off contract
133
£45,589.5 chargeable
Open / closed
35 / 1,136
Across the selected period
Data-quality gaps
33
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
852
records
- Microsoft 36595
- Telephony90
- Printing89
- Line of business app88
- Backup86
- User admin85
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 852 | 4.55 hr | 89.1% | 89 | 319 |
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 | 108 | 4.76 hr | 88% | 12 |
| Karen Taylor | 98 | 3.81 hr | 87% | 12 |
| Kelly Gregory | 87 | 3.28 hr | 93% | 6 |
| Stacey Thomas | 83 | 3.55 hr | 88% | 10 |
| (Not recorded) | 82 | 6.71 hr | 88% | 9 |
| Barry Ebbs | 65 | 4.98 hr | 92% | 5 |
| Daniel Blacker | 59 | 5.18 hr | 91% | 5 |
| Chloe Dempsey | 59 | 4.14 hr | 92% | 5 |
| Damian Armstrong | 57 | 4.70 hr | 85% | 8 |
| Julie Herbert | 45 | 3.73 hr | 88% | 5 |
| Aiden Higgins | 44 | 7.47 hr | 86% | 6 |
| Rachael Parkin | 34 | 3.40 hr | 91% | 3 |
89 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 128.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307128 | Anne-Marie Cable | HPE ProLiant DL380 Gen10 | 2026-05-23 08:30 | 136.68 hr | +128.7 | ML | Report not generating |
| 307587 | (Not recorded) | HP ProBook 450 G6 | 2026-08-17 16:53 | 130.73 hr | +122.7 | TAG | Call quality issue |
| 307521 | Barry Ebbs | HP ProBook 450 G6 | 2026-07-31 15:42 | 118.97 hr | +111.0 | ML | Outlook not syncing |
| 306585 | Aiden Higgins | Dell Latitude 7420 | 2026-01-23 17:19 | 109.83 hr | +101.8 | ML | Phishing report triage |
| 307154 | (Not recorded) | HP LaserJet M480 | 2026-05-29 08:26 | 92.92 hr | +84.9 | SE | Slow VPN |
| 306486 | Daniel Blacker | Dell Latitude 7420 | 2026-01-05 12:40 | 88.68 hr | +80.7 | ML | Restore request |
| 306518 | Aiden Higgins | HPE ProLiant DL360 Gen9 | 2026-01-12 16:55 | 52.59 hr | +44.6 | SE | Database timeout |
| 306688 | Stacey Thomas | Dell Latitude 7420 | 2026-02-19 14:28 | 51.51 hr | +43.5 | SE | Screen flickering |
| 306801 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-03-13 12:57 | 46.91 hr | +38.9 | BK | Report not generating |
| 307282 | Damian Armstrong | Dell Latitude E7470 | 2026-06-19 13:24 | 46.72 hr | +38.7 | BK | Backup job failed |
| 307425 | Kelly Gregory | Dell OptiPlex 7010 | 2026-07-15 08:31 | 44.51 hr | +36.5 | SE | Application crash on launch |
| 307065 | Karen Taylor | Dell Latitude 7420 | 2026-05-08 11:51 | 44.50 hr | +36.5 | KB | Endpoint alert investigation |
| 307614 | (Not recorded) | Lenovo ThinkPad T14 | 2026-08-21 17:06 | 41.56 hr | +33.6 | BK | Replacement keyboard |
| 306940 | Daniel Blacker | Dell Latitude 7420 | 2026-04-07 14:41 | 39.49 hr | +31.5 | TAG | Message quarantined |
| 306957 | Chloe Dempsey | Brother MFC-L8690 | 2026-04-09 12:12 | 39.03 hr | +31.0 | BK | Name change request |
| 307378 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-07-06 16:35 | 38.95 hr | +30.9 | BK | Slow VPN |
| 307257 | Barry Ebbs | HP ProDesk 400 G7 | 2026-06-15 08:08 | 38.36 hr | +30.4 | SE | Backup capacity review |
| 307362 | (Not recorded) | Samsung Galaxy A54 | 2026-07-02 08:51 | 37.43 hr | +29.4 | KB | Retention change |
| 306634 | Daniel Blacker | Apple MacBook Air M2 | 2026-02-04 11:31 | 36.27 hr | +28.3 | BK | Name change request |
| 306974 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-04-15 12:32 | 34.93 hr | +26.9 | TAG | OneDrive sync conflict |
| 307223 | Julie Herbert | Lenovo ThinkCentre M70q | 2026-06-09 10:12 | 34.64 hr | +26.6 | ML | Distribution list change |
| 306925 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-04-03 13:11 | 31.32 hr | +23.3 | AB | Teams sign-in loop |
| 306493 | Chloe Dempsey | HP ProBook 450 G6 | 2026-01-07 09:07 | 31.24 hr | +23.2 | KB | Suspicious sign-in review |
| 307358 | Julie Herbert | Dell Latitude E7470 | 2026-07-02 17:20 | 30.41 hr | +22.4 | KB | Printer offline |
| 307055 | Karen Taylor | Dell Latitude 7420 | 2026-05-05 12:35 | 29.95 hr | +21.9 | TAG | Distribution list change |
| 306473 | Anne-Marie Cable | Dell Latitude 7420 | 2026-01-01 08:32 | 29.45 hr | +21.4 | BK | Voicemail not delivering |
| 307508 | Phil Jenkins | Apple MacBook Pro 14 | 2026-07-30 10:46 | 26.80 hr | +18.8 | KB | Scan to email failing |
| 307395 | Damian Armstrong | Dell Latitude E7470 | 2026-07-08 15:08 | 24.95 hr | +16.9 | AB | New extension setup |
| 306979 | Karen Taylor | Dell Latitude 5440 | 2026-04-16 12:00 | 24.46 hr | +16.5 | BK | OneDrive sync conflict |
| 306492 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-01-06 11:37 | 23.16 hr | +15.2 | ML | Docking station not detected |
| 307075 | Karen Taylor | Ubiquiti UAP-AC-PRO | 2026-05-11 10:23 | 23.12 hr | +15.1 | TAG | Teams sign-in loop |
| 307096 | Aiden Higgins | Apple iPhone 14 | 2026-05-15 17:58 | 23.06 hr | +15.1 | BK | Handset registration |
| 306888 | Kelly Gregory | Samsung Galaxy A54 | 2026-03-27 10:19 | 22.88 hr | +14.9 | TAG | Application crash on launch |
| 307243 | Aiden Higgins | Dell Latitude 5440 | 2026-06-11 11:34 | 22.85 hr | +14.8 | KB | Slow VPN |
| 307081 | Anne-Marie Cable | Dell Latitude 5440 | 2026-05-12 08:18 | 22.75 hr | +14.8 | BK | Backup job failed |
| 306738 | Damian Armstrong | HP ProDesk 400 G7 | 2026-03-03 13:50 | 22.04 hr | +14.0 | SE | OneDrive sync conflict |
| 306515 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-01-09 13:23 | 21.60 hr | +13.6 | SE | Wi-Fi dropouts in warehouse |
| 306626 | Karen Taylor | Dell Latitude E7470 | 2026-02-03 11:01 | 20.89 hr | +12.9 | TAG | New printer driver rollout |
| 307506 | Kelly Gregory | Apple iPhone 12 | 2026-07-29 09:44 | 20.01 hr | +12.0 | SE | New extension setup |
| 307266 | (Not recorded) | Dell Latitude 7420 | 2026-06-17 11:47 | 19.93 hr | +11.9 | BK | Wi-Fi dropouts in warehouse |
| 306606 | Rachael Parkin | Dell Latitude E7470 | 2026-01-29 14:29 | 19.83 hr | +11.8 | BK | Suspicious sign-in review |
| 307499 | Karen Taylor | Dell OptiPlex 7010 | 2026-07-28 13:38 | 18.32 hr | +10.3 | BK | Docking station not detected |
| 306991 | Rachael Parkin | Apple MacBook Pro 14 | 2026-04-17 09:23 | 16.02 hr | +8.0 | KB | Voicemail not delivering |
| 306824 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-03-18 11:25 | 15.34 hr | +7.3 | BK | Handset registration |
| 307342 | Stacey Thomas | HP EliteBook 840 G9 | 2026-06-30 09:47 | 14.43 hr | +6.4 | AB | Retention change |
| 307336 | Daniel Blacker | Cisco CBS350-24P | 2026-06-29 17:06 | 12.82 hr | +4.8 | KB | Licence renewal |
| 306758 | Damian Armstrong | Apple MacBook Air M2 | 2026-03-09 13:51 | 11.98 hr | +4.0 | SE | Report not generating |
| 306529 | Damian Armstrong | Dell Latitude E7470 | 2026-01-13 09:15 | 11.89 hr | +3.9 | SE | Printer offline |
| 307090 | Damian Armstrong | HPE ProLiant DL380 Gen10 | 2026-05-14 12:31 | 11.76 hr | +3.8 | ML | Application crash on launch |
| 307249 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-06-11 15:26 | 11.72 hr | +3.7 | BK | New printer driver rollout |
| 307313 | Stacey Thomas | Aruba AP-515 | 2026-06-25 08:05 | 11.67 hr | +3.7 | AB | Suspicious sign-in review |
| 306589 | Damian Armstrong | Dell Latitude E7470 | 2026-01-26 10:20 | 11.65 hr | +3.6 | BK | Slow VPN |
| 307383 | Aiden Higgins | Apple MacBook Air M2 | 2026-07-07 10:49 | 11.50 hr | +3.5 | TAG | Laptop will not boot |
| 306922 | Chloe Dempsey | Dell Latitude E7470 | 2026-04-03 16:05 | 11.29 hr | +3.3 | ML | OneDrive sync conflict |
| 306540 | Phil Jenkins | Dell OptiPlex 3050 | 2026-01-14 12:17 | 11.28 hr | +3.3 | BK | Endpoint alert investigation |
| 306694 | Barry Ebbs | Ubiquiti UAP-AC-PRO | 2026-02-20 08:43 | 11.22 hr | +3.2 | SE | Restore request |
| 306776 | (Not recorded) | Dell OptiPlex 3050 | 2026-03-10 11:24 | 11.22 hr | +3.2 | ML | Retention change |
| 307596 | Anne-Marie Cable | Draytek Vigor 2927 | 2026-08-17 15:24 | 11.21 hr | +3.2 | AB | Message quarantined |
| 306614 | Stacey Thomas | Dell Latitude 7420 | 2026-01-30 16:56 | 11.14 hr | +3.1 | SE | Leaver process |
| 307153 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-05-29 12:19 | 11.13 hr | +3.1 | SE | New starter setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 23 | 12 Jan 2026 – 14 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 19 | 07 Jan 2026 – 07 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 19 | 16 Jan 2026 – 21 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 18 | 02 Jan 2026 – 18 Aug 2026 |
| Damian Armstrong | Monitoring / server / security | 18 | 05 Jan 2026 – 23 Jul 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 18 | 21 Jan 2026 – 24 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 17 | 05 Jan 2026 – 17 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 17 | 06 Jan 2026 – 18 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Monitoring / server / security | 26 | 02 Jan 2026 – 17 Aug 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 20 | 07 Jan 2026 – 18 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 19 | 14 Jan 2026 – 17 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 17 | 12 Mar 2026 – 05 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 16 | 20 Jan 2026 – 24 Aug 2026 |
| Dell Latitude 7420 | Printing | 15 | 01 Jan 2026 – 21 Aug 2026 |
| HP ProBook 450 G6 | User administration | 14 | 17 Feb 2026 – 23 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 13 | 05 Jan 2026 – 23 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
1,171 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KET807-103443 | 25 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Head Office | P3 | Open | — | — | n/a |
| KET807-103442 | 25 Aug 2026 | Quote · excluded | Mailbox delegation Email · AB · Head Office | P2 | In Progress | — | — | n/a |
| KET807-103441 | 25 Aug 2026 | Change · excluded | Switch port fault Network · SE · Remote | P2 | Closed | — | — | n/a |
| KET807-103440 | 25 Aug 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Open | — | — | n/a |
| KET807-103439 | 25 Aug 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P3 | In Progress | — | — | n/a |
| KET807-103438 | 25 Aug 2026 | Project · excluded | Backup capacity review Backup · BK · Head Office | P3 | In Progress | — | — | n/a |
| KET807-103437 | 25 Aug 2026 | Project · excluded | Backup capacity review Backup · TAG · Head Office | P4 | Closed | — | — | n/a |
| KET807-103436 | 24 Aug 2026 | Quote · excluded | Name change request User admin · TAG · Head Office | P3 | In Progress | — | — | n/a |
| KET807-103435 | 24 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Closed | 2.57 hr | 2.3 days | Met |
| KET807-103434 | 24 Aug 2026 | Change | Database timeout Line of business app · ML · Branch | P3 | Resolved | 0.80 hr | 7.4 hr | Met |
| KET807-103433 | 24 Aug 2026 | Incident · excluded | Permission change User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| KET807-103432 | 24 Aug 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Site 2 | P2 | Closed | — | — | n/a |
| KET807-103431 | 24 Aug 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P2 | Closed | 5.87 hr | 2.3 days | Met |
| KET807-103430 | 24 Aug 2026 | Planned Install · excluded | Distribution list change Email · TAG · Head Office | P4 | Open | — | — | n/a |
| KET807-103429 | 24 Aug 2026 | Service Request | Message quarantined Email · TAG · Head Office | P3 | Closed | 5.04 hr | 1.4 days | Met |
| KET807-103428 | 21 Aug 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | In Progress | — | — | n/a |
| KET807-103427 | 21 Aug 2026 | Change | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 2.77 hr | 2.3 days | Met |
| KET807-103426 | 21 Aug 2026 | Service Request | Toner replacement Printing · BK · Head Office | P3 | Closed | 1.34 hr | 16.4 hr | Met |
| KET807-103425 | 21 Aug 2026 | Planned Install · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET807-103424 | 21 Aug 2026 | Incident | Restore request Backup · AB · Head Office | P3 | In Progress | — | — | n/a |
| KET807-103423 | 21 Aug 2026 | Incident | New starter setup User admin · AB · Remote | P4 | Closed | 2.73 hr | 1.0 days | Met |
| KET807-103422 | 21 Aug 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P4 | Resolved | 41.56 hr | 2.3 days | Missed |
| KET807-103421 | 21 Aug 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Closed | 1.65 hr | 1.2 days | Met |
| KET807-103420 | 21 Aug 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Closed | 1.49 hr | 12.9 hr | Met |
| KET807-103419 | 21 Aug 2026 | Quote · excluded | Restore request Backup · BK · Site 2 | P2 | Closed | — | — | n/a |
| KET807-103418 | 20 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Closed | — | — | n/a |
| KET807-103417 | 20 Aug 2026 | Incident | Backup capacity review Backup · TAG · Branch | P3 | Closed | 1.31 hr | 9.1 hr | Met |
| KET807-103416 | 20 Aug 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P3 | Resolved | 2.61 hr | 23.4 hr | Met |
| KET807-103415 | 20 Aug 2026 | Project · excluded | Laptop will not boot Hardware · AB · Head Office | P2 | Open | — | — | n/a |
| KET807-103414 | 20 Aug 2026 | Incident · excluded | Application crash on launch Line of business app · BK · Branch | P4 | Open | — | — | n/a |
| KET807-103413 | 20 Aug 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P1 | In Progress | — | — | n/a |
| KET807-103412 | 19 Aug 2026 | Change | Laptop will not boot Hardware · BK · Remote | P3 | Closed | 8.03 hr | 2.0 days | Missed |
| KET807-103411 | 19 Aug 2026 | Change | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 2.48 hr | 2.3 days | Met |
| KET807-103410 | 18 Aug 2026 | Service Request | Site offline Network · BK · Head Office | P3 | Closed | 3.48 hr | 2.3 days | Met |
| KET807-103409 | 18 Aug 2026 | Incident | Screen flickering Hardware · KB · Head Office | P4 | Closed | 0.95 hr | 15.8 hr | Met |
| KET807-103408 | 18 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P4 | Resolved | 4.99 hr | 1.9 days | Met |
| KET807-103407 | 18 Aug 2026 | Incident | New starter setup User admin · ML · Remote | P2 | Resolved | 0.55 hr | 7.9 hr | Met |
| KET807-103406 | 18 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P4 | Closed | 0.42 hr | 1.7 hr | Met |
| KET807-103405 | 18 Aug 2026 | Incident | Scan to email failing Printing · SE · Head Office | P2 | Closed | 0.32 hr | 1.5 days | Met |
| KET807-103404 | 17 Aug 2026 | Service Request | Message quarantined Email · AB · Remote | P3 | Closed | 11.21 hr | 1.0 days | Missed |
| KET807-103403 | 17 Aug 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 0.80 hr | 1.2 days | Met |
| KET807-103402 | 17 Aug 2026 | Planned Install · excluded | Leaver process User admin · KB · Branch | P3 | In Progress | — | — | n/a |
| KET807-103401 | 17 Aug 2026 | Incident | Backup job failed Backup · TAG · Branch | P3 | Closed | 1.27 hr | 2.0 days | Met |
| KET807-103400 | 17 Aug 2026 | Incident · excluded | Toner replacement Printing · AB · Head Office | P4 | Closed | — | — | n/a |
| KET807-103399 | 17 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Resolved | 0.34 hr | 17.5 hr | Met |
| KET807-103398 | 17 Aug 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Resolved | 9.99 hr | 2.2 days | Missed |
| KET807-103397 | 17 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Resolved | 1.16 hr | 1.4 days | Met |
| KET807-103396 | 17 Aug 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Resolved | 1.38 hr | 1.2 days | Met |
| KET807-103395 | 17 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 130.73 hr | 9.4 hr | Missed |
| KET807-103394 | 16 Aug 2026 | Incident | Spoofed email reported Email · AB · Branch | P4 | Resolved | 1.45 hr | 1.6 days | Met |
| KET807-103393 | 16 Aug 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Resolved | 3.45 hr | 1.6 days | Met |
| KET807-103392 | 16 Aug 2026 | Quote · excluded | Slow VPN Network · BK · Head Office | P3 | Open | — | — | n/a |
| KET807-103391 | 16 Aug 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 0.42 hr | 2.3 days | Met |
| KET807-103390 | 15 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Resolved | 0.99 hr | 2.2 days | Met |
| KET807-103389 | 15 Aug 2026 | Incident | Voicemail not delivering Telephony · ML · Remote | P4 | Resolved | 0.63 hr | 1.6 days | Met |
| KET807-103388 | 15 Aug 2026 | Change · excluded | Handset registration Telephony · BK · Remote | P3 | Closed | — | — | n/a |
| KET807-103387 | 15 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Head Office | P4 | Open | — | — | n/a |
| KET807-103386 | 15 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 0.33 hr | 21.4 hr | Met |
| KET807-103385 | 14 Aug 2026 | Planned Install · excluded | Message quarantined Email · ML · Remote | P4 | Open | — | — | n/a |
| KET807-103384 | 14 Aug 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| KET807-103383 | 14 Aug 2026 | Service Request | New starter setup User admin · BK · Head Office | P4 | Closed | 4.83 hr | 8.3 hr | Met |
| KET807-103382 | 14 Aug 2026 | Change | New extension setup Telephony · ML · Site 2 | P2 | Resolved | 0.63 hr | 1.4 days | Met |
| KET807-103381 | 14 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P4 | Resolved | 2.28 hr | 1.5 days | Met |
| KET807-103380 | 14 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P4 | Closed | 0.06 hr | 1.1 days | Met |
| KET807-103379 | 13 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 0.79 hr | 2.4 days | Met |
| KET807-103378 | 13 Aug 2026 | Service Request | Phishing report triage Security · BK · Head Office | P4 | Resolved | 0.64 hr | 2.4 days | Met |
| KET807-103377 | 13 Aug 2026 | Incident | Report not generating Line of business app · SE · Head Office | P4 | Resolved | 1.05 hr | 1.4 days | Met |
| KET807-103376 | 13 Aug 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P2 | Resolved | 4.29 hr | 1.7 days | Met |
| KET807-103375 | 12 Aug 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 0.84 hr | 1.6 days | Met |
| KET807-103374 | 12 Aug 2026 | Service Request | Name change request User admin · BK · Head Office | P3 | Resolved | 1.22 hr | 1.9 days | Met |
| KET807-103373 | 12 Aug 2026 | Incident | Report not generating Line of business app · BK · Remote | P4 | Closed | 0.30 hr | 1.8 days | Met |
| KET807-103372 | 12 Aug 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P3 | Resolved | 2.72 hr | 1.3 days | Met |
| KET807-103371 | 12 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Resolved | 0.69 hr | 13.3 hr | Met |
| KET807-103370 | 11 Aug 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 0.38 hr | 2.0 hr | Met |
| KET807-103369 | 11 Aug 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 0.41 hr | 16.1 hr | Met |
| KET807-103368 | 11 Aug 2026 | Service Request · excluded | New starter setup User admin · TAG · Head Office | P4 | Closed | — | — | n/a |
| KET807-103367 | 11 Aug 2026 | Planned Install · excluded | Docking station not detected Hardware · BK · Head Office | P1 | Closed | — | — | n/a |
| KET807-103366 | 11 Aug 2026 | Planned Install · excluded | New starter setup User admin · AB · Head Office | P2 | In Progress | — | — | n/a |
| KET807-103365 | 10 Aug 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 1.01 hr | 1.2 days | Met |
| KET807-103364 | 10 Aug 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Closed | 0.89 hr | 17.4 hr | Met |
| KET807-103363 | 10 Aug 2026 | Service Request | Laptop will not boot Hardware · KB · Remote | P3 | Closed | 0.41 hr | 2.1 days | Met |
| KET807-103362 | 10 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · TAG · Head Office | P4 | In Progress | — | — | n/a |
| KET807-103361 | 10 Aug 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 0.77 hr | 4.6 hr | Met |
| KET807-103360 | 10 Aug 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P2 | Closed | 0.77 hr | 1.6 days | Met |
| KET807-103359 | 08 Aug 2026 | Planned Install · excluded | Voicemail not delivering Telephony · AB · Branch | P2 | Closed | — | — | n/a |
| KET807-103358 | 08 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Remote | P4 | Closed | 0.42 hr | 2.0 days | Met |
| KET807-103357 | 08 Aug 2026 | Service Request | Message quarantined Email · ML · Site 2 | P2 | Resolved | 1.00 hr | 2.1 days | Met |
| KET807-103356 | 08 Aug 2026 | Service Request · excluded | Backup capacity review Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET807-103355 | 08 Aug 2026 | Incident · excluded | Call quality issue Telephony · BK · Branch | P2 | Resolved | — | — | n/a |
| KET807-103354 | 07 Aug 2026 | Quote · excluded | Phishing report triage Security · SE · Branch | P3 | Open | — | — | n/a |
| KET807-103353 | 07 Aug 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 1.35 hr | 1.7 days | Met |
| KET807-103352 | 07 Aug 2026 | Incident | Handset registration Telephony · ML · Head Office | P1 | Closed | 1.47 hr | 13.1 hr | Met |
| KET807-103351 | 07 Aug 2026 | Change · excluded | Toner replacement Printing · SE · Branch | P2 | Resolved | — | — | n/a |
| KET807-103350 | 06 Aug 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | 0.76 hr | 1.4 days | Met |
| KET807-103349 | 06 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| KET807-103348 | 06 Aug 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| KET807-103347 | 06 Aug 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P4 | Closed | — | — | n/a |
| KET807-103346 | 06 Aug 2026 | Service Request | Spoofed email reported Email · ML · Head Office | P3 | Resolved | 0.90 hr | 1.0 days | Met |
| KET807-103345 | 06 Aug 2026 | Incident | Database timeout Line of business app · AB · Branch | P4 | Closed | 0.24 hr | 0.9 hr | Met |
| KET807-103344 | 06 Aug 2026 | Incident · excluded | Message quarantined Email · BK · Head Office | P3 | Closed | — | — | n/a |
| KET807-103343 | 06 Aug 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 1.51 hr | 16.4 hr | Met |
| KET807-103342 | 05 Aug 2026 | Quote · excluded | Leaver process User admin · AB · Head Office | P4 | Open | — | — | n/a |
| KET807-103341 | 05 Aug 2026 | Incident | Spoofed email reported Email · KB · Remote | P4 | Closed | 3.05 hr | 1.6 days | Met |
| KET807-103340 | 05 Aug 2026 | Incident | Replacement keyboard Hardware · SE · Remote | P4 | Closed | 0.58 hr | 2.1 days | Met |
| KET807-103339 | 04 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Open | — | — | n/a |
| KET807-103338 | 04 Aug 2026 | Change | Scan to email failing Printing · SE · Head Office | P3 | Closed | 5.58 hr | 1.6 days | Met |
| KET807-103337 | 04 Aug 2026 | Planned Install · excluded | Backup capacity review Backup · ML · Head Office | P3 | Open | — | — | n/a |
| KET807-103336 | 04 Aug 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P2 | Closed | 0.79 hr | 8.8 hr | Met |
| KET807-103335 | 04 Aug 2026 | Quote · excluded | Docking station not detected Hardware · KB · Head Office | P4 | In Progress | — | — | n/a |
| KET807-103334 | 04 Aug 2026 | Project · excluded | Leaver process User admin · AB · Head Office | P2 | Open | — | — | n/a |
| KET807-103333 | 03 Aug 2026 | Service Request | Voicemail not delivering Telephony · SE · Branch | P2 | Closed | 0.06 hr | 2.3 days | Met |
| KET807-103332 | 03 Aug 2026 | Service Request | Suspicious sign-in review Security · KB · Branch | P3 | Closed | 0.71 hr | 1.0 days | Met |
| KET807-103331 | 03 Aug 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| KET807-103330 | 31 Jul 2026 | Incident · excluded | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| KET807-103329 | 31 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Closed | 118.97 hr | 2.4 days | Missed |
| KET807-103328 | 31 Jul 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 2.80 hr | 1.9 days | Met |
| KET807-103327 | 31 Jul 2026 | Incident | Name change request User admin · ML · Remote | P4 | Closed | 2.96 hr | 11.9 hr | Met |
| KET807-103326 | 31 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | Open | — | — | n/a |
| KET807-103325 | 30 Jul 2026 | Incident | Report not generating Line of business app · TAG · Branch | P4 | Closed | 1.94 hr | 22.2 hr | Met |
| KET807-103324 | 30 Jul 2026 | Planned Install · excluded | Report not generating Line of business app · KB · Head Office | P4 | In Progress | — | — | n/a |
| KET807-103323 | 30 Jul 2026 | Project · excluded | Name change request User admin · SE · Branch | P3 | Resolved | — | — | n/a |
| KET807-103322 | 30 Jul 2026 | Service Request · excluded | New printer driver rollout Printing · TAG · Remote | P2 | Closed | — | — | n/a |
| KET807-103321 | 30 Jul 2026 | Incident | Leaver process User admin · BK · Site 2 | P3 | Resolved | 1.16 hr | 1.6 days | Met |
| KET807-103320 | 30 Jul 2026 | Incident | MFA reset Security · BK · Branch | P4 | Resolved | 2.86 hr | 2.2 days | Met |
| KET807-103319 | 30 Jul 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 1.12 hr | 14.5 hr | Met |
| KET807-103318 | 30 Jul 2026 | Service Request | Laptop will not boot Hardware · TAG · Branch | P4 | Resolved | 1.31 hr | 1.0 days | Met |
| KET807-103317 | 30 Jul 2026 | Incident · excluded | Name change request User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| KET807-103316 | 30 Jul 2026 | Service Request | Scan to email failing Printing · KB · Site 2 | P3 | Closed | 26.80 hr | 1.8 days | Missed |
| KET807-103315 | 30 Jul 2026 | Planned Install · excluded | Name change request User admin · KB · Branch | P4 | Resolved | — | — | n/a |
| KET807-103314 | 29 Jul 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Closed | 20.01 hr | 2.1 days | Missed |
| KET807-103313 | 29 Jul 2026 | Incident | Scan to email failing Printing · KB · Head Office | P4 | Resolved | 0.89 hr | 1.0 days | Met |
| KET807-103312 | 29 Jul 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 1.42 hr | 13.1 hr | Met |
| KET807-103311 | 29 Jul 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 0.31 hr | 1.3 days | Met |
| KET807-103310 | 29 Jul 2026 | Change | Retention change Backup · KB · Head Office | P4 | Resolved | 4.26 hr | 2.2 days | Met |
| KET807-103309 | 29 Jul 2026 | Service Request | Phishing report triage Security · BK · Head Office | P4 | Resolved | 1.23 hr | 1.0 days | Met |
| KET807-103308 | 28 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 1.43 hr | 1.5 days | Met |
| KET807-103307 | 28 Jul 2026 | Change | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | 18.32 hr | 2.3 days | Missed |
| KET807-103306 | 28 Jul 2026 | Incident · excluded | Distribution list change Email · KB · Branch | P3 | Closed | — | — | n/a |
| KET807-103305 | 28 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Closed | 0.06 hr | 20.3 hr | Met |
| KET807-103304 | 28 Jul 2026 | Incident · excluded | Message quarantined Email · ML · Head Office | P3 | Closed | — | — | n/a |
| KET807-103303 | 28 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Branch | P4 | Closed | 0.33 hr | 18.3 hr | Met |
| KET807-103302 | 28 Jul 2026 | Incident · excluded | Call quality issue Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| KET807-103301 | 28 Jul 2026 | Incident · excluded | Mailbox delegation Email · AB · Remote | P4 | Closed | — | — | n/a |
| KET807-103300 | 27 Jul 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | 7.71 hr | 5.6 hr | Met |
| KET807-103299 | 27 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P2 | Closed | 1.13 hr | 8.6 hr | Met |
| KET807-103298 | 27 Jul 2026 | Change | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 2.95 hr | 2.3 days | Met |
| KET807-103297 | 27 Jul 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P2 | Resolved | 0.64 hr | 16.0 hr | Met |
| KET807-103296 | 27 Jul 2026 | Incident | Leaver process User admin · KB · Branch | P4 | Resolved | 1.33 hr | 1.4 days | Met |
| KET807-103295 | 27 Jul 2026 | Incident | Slow VPN Network · KB · Branch | P3 | Resolved | 0.86 hr | 1.5 days | Met |
| KET807-103294 | 25 Jul 2026 | Incident | Leaver process User admin · KB · Head Office | P4 | Resolved | 0.17 hr | 1.2 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.