SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 56 records in this selection sit outside that — quotes, projects and planned installs, plus 24 calls billed time and materials. They stay visible for volume context.
Service performance
107 eligible records in this yearAverage first response
7.4 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
85.4%
15 call(s) over the 8-hour target
First-time fix
74.8%
Where the source records the field
Volume
Contract calls
107
163 calls logged in the period
Off contract
24
£7,142.25 chargeable
Open / closed
6 / 157
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
107
records
- Email20
- Printing14
- Network12
- Line of business app12
- Microsoft 36511
- User admin10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 107 | 7.41 hr | 85.4% | 15 | 56 |
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 | 19 | 8.68 hr | 94% | 1 |
| Barry Ebbs | 13 | 4.96 hr | 92% | 1 |
| Kelly Gregory | 12 | 19.01 hr | 67% | 4 |
| Anne-Marie Cable | 11 | 5.70 hr | 82% | 2 |
| Stacey Thomas | 11 | 7.28 hr | 64% | 4 |
| Phil Jenkins | 7 | 1.48 hr | 100% | 0 |
| (Not recorded) | 7 | 1.47 hr | 100% | 0 |
| Daniel Blacker | 6 | 4.08 hr | 83% | 1 |
| Chloe Dempsey | 6 | 2.27 hr | 100% | 0 |
| Rachael Parkin | 5 | 21.09 hr | 60% | 2 |
| Julie Herbert | 4 | 0.39 hr | 100% | 0 |
| Aiden Higgins | 4 | 1.32 hr | 100% | 0 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 134.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302881 | Kelly Gregory | Dell OptiPlex 3050 | 2026-03-02 12:39 | 142.11 hr | +134.1 | ML | Backup capacity review |
| 302972 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-07-08 16:20 | 117.71 hr | +109.7 | BK | Voicemail not delivering |
| 302921 | Rachael Parkin | Dell OptiPlex 7010 | 2026-04-30 16:51 | 88.42 hr | +80.4 | SE | Toner replacement |
| 302956 | Barry Ebbs | Dell OptiPlex 3050 | 2026-06-18 14:56 | 44.71 hr | +36.7 | BK | MFA reset |
| 302874 | Anne-Marie Cable | HP LaserJet M480 | 2026-02-19 15:16 | 40.39 hr | +32.4 | SE | Printer offline |
| 302944 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-06-02 14:26 | 34.69 hr | +26.7 | SE | Handset registration |
| 302965 | Stacey Thomas | Aruba AP-515 | 2026-06-30 17:26 | 34.44 hr | +26.4 | BK | Mailbox delegation |
| 302897 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-03-26 09:41 | 22.33 hr | +14.3 | SE | Mailbox delegation |
| 302885 | Daniel Blacker | HP t640 | 2026-03-05 17:37 | 17.26 hr | +9.3 | ML | Endpoint alert investigation |
| 302961 | Stacey Thomas | Dell OptiPlex 3050 | 2026-06-24 09:53 | 11.99 hr | +4.0 | SE | Endpoint alert investigation |
| 302969 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-07-03 10:17 | 11.35 hr | +3.4 | KB | New printer driver rollout |
| 302930 | Stacey Thomas | HP ProBook 450 G6 | 2026-05-15 11:40 | 11.10 hr | +3.1 | TAG | Leaver process |
| 302888 | Rachael Parkin | HP t640 | 2026-03-11 14:37 | 10.42 hr | +2.4 | TAG | Permission change |
| 302975 | Stacey Thomas | Samsung Galaxy A54 | 2026-07-13 16:09 | 9.80 hr | +1.8 | SE | Call quality issue |
| 302855 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-01-23 12:29 | 8.77 hr | +0.8 | BK | New printer driver rollout |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 7 | 24 Feb 2026 – 01 Jul 2026 |
| Barry Ebbs | Email / Microsoft 365 | 5 | 18 Mar 2026 – 18 Aug 2026 |
| Kelly Gregory | Backup / restore | 4 | 16 Jan 2026 – 06 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 15 Jan 2026 – 27 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 3 | 22 Jan 2026 – 24 Jun 2026 |
| Anne-Marie Cable | Printing | 3 | 23 Jan 2026 – 19 Feb 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 26 Jan 2026 – 07 May 2026 |
| Phil Jenkins | User administration | 3 | 28 Jan 2026 – 19 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 3050 | Monitoring / server / security | 5 | 25 Mar 2026 – 16 Jul 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 4 | 04 Mar 2026 – 22 Jul 2026 |
| Dell Wyse 5070 | Monitoring / server / security | 3 | 02 Jan 2026 – 28 Feb 2026 |
| HP t640 | Email / Microsoft 365 | 3 | 15 Jan 2026 – 10 Jun 2026 |
| Dell OptiPlex 7010 | Printing | 3 | 04 Feb 2026 – 12 May 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 3 | 01 Jun 2026 – 27 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
163 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KET834-100461 | 25 Aug 2026 | Service Request | Handset registration Telephony · ML · Head Office | P1 | Resolved | 0.82 hr | 15.3 hr | Met |
| KET834-100460 | 24 Aug 2026 | Service Request · excluded | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | — | — | n/a |
| KET834-100459 | 21 Aug 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Resolved | 0.50 hr | 1.2 days | Met |
| KET834-100458 | 20 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Closed | 1.42 hr | 23.8 hr | Met |
| KET834-100457 | 19 Aug 2026 | Planned Install · excluded | Report not generating Line of business app · KB · Remote | P3 | In Progress | — | — | n/a |
| KET834-100456 | 18 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Resolved | 0.48 hr | 1.0 days | Met |
| KET834-100455 | 17 Aug 2026 | Service Request · excluded | New printer driver rollout Printing · BK · Branch | P3 | Closed | — | — | n/a |
| KET834-100454 | 13 Aug 2026 | Quote · excluded | Database timeout Line of business app · KB · Head Office | P2 | Open | — | — | n/a |
| KET834-100453 | 12 Aug 2026 | Change · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Closed | — | — | n/a |
| KET834-100452 | 07 Aug 2026 | Planned Install · excluded | Replacement keyboard Hardware · TAG · Head Office | P4 | Open | — | — | n/a |
| KET834-100451 | 06 Aug 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P1 | Resolved | 0.66 hr | 2.3 hr | Met |
| KET834-100450 | 05 Aug 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 1.26 hr | 0.5 hr | Met |
| KET834-100449 | 04 Aug 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Resolved | 1.11 hr | 1.2 days | Met |
| KET834-100448 | 01 Aug 2026 | Service Request | Name change request User admin · TAG · Branch | P3 | Resolved | 0.72 hr | 2.5 days | Met |
| KET834-100447 | 29 Jul 2026 | Change | Mailbox delegation Email · ML · Head Office | P3 | Closed | — | — | n/a |
| KET834-100446 | 29 Jul 2026 | Service Request | Spoofed email reported Email · SE · Remote | P4 | Resolved | 1.29 hr | 1.7 days | Met |
| KET834-100445 | 28 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | Open | — | — | n/a |
| KET834-100444 | 27 Jul 2026 | Change | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Resolved | 1.33 hr | 2.5 days | Met |
| KET834-100443 | 27 Jul 2026 | Quote · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | In Progress | — | — | n/a |
| KET834-100442 | 24 Jul 2026 | Change | MFA reset Security · ML · Head Office | P4 | Resolved | 4.54 hr | 4.9 hr | Met |
| KET834-100441 | 23 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 0.86 hr | 2.3 days | Met |
| KET834-100440 | 22 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Closed | 5.66 hr | 11.2 hr | Met |
| KET834-100439 | 21 Jul 2026 | Planned Install · excluded | Replacement keyboard Hardware · AB · Branch | P3 | In Progress | — | — | n/a |
| KET834-100438 | 18 Jul 2026 | Incident | Distribution list change Email · TAG · Head Office | P3 | Closed | 1.38 hr | 12.9 hr | Met |
| KET834-100437 | 16 Jul 2026 | Incident | Backup capacity review Backup · KB · Remote | P2 | Closed | — | — | n/a |
| KET834-100436 | 16 Jul 2026 | Change | Slow VPN Network · BK · Head Office | P2 | Resolved | 0.06 hr | 1.1 days | Met |
| KET834-100435 | 15 Jul 2026 | Service Request | Docking station not detected Hardware · ML · Site 2 | P4 | Resolved | 0.45 hr | 11.6 hr | Met |
| KET834-100434 | 14 Jul 2026 | Change | Spoofed email reported Email · BK · Head Office | P3 | Resolved | 0.28 hr | 2.0 days | Met |
| KET834-100433 | 13 Jul 2026 | Service Request | Call quality issue Telephony · SE · Site 2 | P3 | Resolved | 9.80 hr | 1.6 days | Missed |
| KET834-100432 | 10 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 4.57 hr | 1.6 days | Met |
| KET834-100431 | 09 Jul 2026 | Planned Install · excluded | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | — | — | n/a |
| KET834-100430 | 08 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Branch | P3 | Resolved | 117.71 hr | 18.8 hr | Missed |
| KET834-100429 | 06 Jul 2026 | Incident | Printer offline Printing · TAG · Remote | P4 | Closed | 0.96 hr | 2.4 days | Met |
| KET834-100428 | 03 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| KET834-100427 | 03 Jul 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P3 | Closed | 11.35 hr | 2.4 days | Missed |
| KET834-100426 | 02 Jul 2026 | Incident | Database timeout Line of business app · TAG · Branch | P4 | Closed | 0.25 hr | 10.1 hr | Met |
| KET834-100425 | 01 Jul 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 2.52 hr | 23.3 hr | Met |
| KET834-100424 | 01 Jul 2026 | Service Request | Distribution list change Email · BK · Head Office | P3 | Resolved | 5.72 hr | 11.2 hr | Met |
| KET834-100423 | 30 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P4 | Resolved | 34.44 hr | 1.7 days | Missed |
| KET834-100422 | 29 Jun 2026 | Project · excluded | Database timeout Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| KET834-100421 | 26 Jun 2026 | Project · excluded | New printer driver rollout Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| KET834-100420 | 24 Jun 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| KET834-100419 | 24 Jun 2026 | Incident | Endpoint alert investigation Security · SE · Branch | P4 | Resolved | 11.99 hr | 2.5 days | Missed |
| KET834-100418 | 23 Jun 2026 | Change | Message quarantined Email · TAG · Remote | P3 | Closed | 4.63 hr | 13.6 hr | Met |
| KET834-100417 | 23 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Branch | P3 | Closed | 3.86 hr | 1.3 days | Met |
| KET834-100416 | 22 Jun 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P4 | Resolved | 0.48 hr | 23.0 hr | Met |
| KET834-100415 | 19 Jun 2026 | Incident | Leaver process User admin · SE · Site 2 | P4 | Resolved | 1.02 hr | 1.1 days | Met |
| KET834-100414 | 18 Jun 2026 | Incident | MFA reset Security · BK · Remote | P3 | Closed | 44.71 hr | 2.4 days | Missed |
| KET834-100413 | 17 Jun 2026 | Change | Spoofed email reported Email · KB · Remote | P4 | Resolved | 0.90 hr | 23.3 hr | Met |
| KET834-100412 | 16 Jun 2026 | Incident · excluded | Message quarantined Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| KET834-100411 | 15 Jun 2026 | Service Request | New extension setup Telephony · TAG · Remote | P4 | Closed | 5.35 hr | 2.3 days | Met |
| KET834-100410 | 15 Jun 2026 | Incident · excluded | Name change request User admin · SE · Remote | P3 | Resolved | — | — | n/a |
| KET834-100409 | 12 Jun 2026 | Incident | Message quarantined Email · KB · Head Office | P3 | Resolved | 2.15 hr | 1.8 days | Met |
| KET834-100408 | 12 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Closed | — | — | n/a |
| KET834-100407 | 10 Jun 2026 | Service Request | Spoofed email reported Email · TAG · Branch | P3 | Closed | 1.38 hr | 1.5 days | Met |
| KET834-100406 | 08 Jun 2026 | Project · excluded | Permission change User admin · KB · Remote | P2 | Closed | — | — | n/a |
| KET834-100405 | 05 Jun 2026 | Incident · excluded | Permission change User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| KET834-100404 | 04 Jun 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| KET834-100403 | 03 Jun 2026 | Quote · excluded | Docking station not detected Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| KET834-100402 | 02 Jun 2026 | Incident | Handset registration Telephony · SE · Head Office | P2 | Closed | 34.69 hr | 2.4 days | Missed |
| KET834-100401 | 02 Jun 2026 | Incident | Scan to email failing Printing · AB · Site 2 | P2 | Resolved | 1.01 hr | 0.3 hr | Met |
| KET834-100400 | 01 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Resolved | 0.11 hr | 1.5 days | Met |
| KET834-100399 | 29 May 2026 | Incident | Name change request User admin · KB · Site 2 | P4 | Closed | 1.13 hr | 2.1 days | Met |
| KET834-100398 | 28 May 2026 | Change | Outlook not syncing Microsoft 365 · KB · Branch | P3 | Closed | 0.07 hr | 1.9 days | Met |
| KET834-100397 | 27 May 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 0.90 hr | 1.0 hr | Met |
| KET834-100396 | 26 May 2026 | Incident | Message quarantined Email · ML · Head Office | P4 | Closed | 0.07 hr | 1.2 days | Met |
| KET834-100395 | 25 May 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 4.34 hr | 1.5 days | Met |
| KET834-100394 | 22 May 2026 | Project · excluded | MFA reset Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| KET834-100393 | 21 May 2026 | Incident | Restore request Backup · AB · Remote | P3 | Closed | 5.92 hr | 2.3 days | Met |
| KET834-100392 | 21 May 2026 | Service Request | New extension setup Telephony · ML · Head Office | P3 | Closed | 0.27 hr | 1.4 days | Met |
| KET834-100391 | 20 May 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.84 hr | 1.1 days | Met |
| KET834-100390 | 19 May 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 2.93 hr | 1.5 days | Met |
| KET834-100389 | 17 May 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | Closed | 0.49 hr | 1.2 days | Met |
| KET834-100388 | 15 May 2026 | Incident | Leaver process User admin · TAG · Head Office | P3 | Resolved | 11.10 hr | 2.3 days | Missed |
| KET834-100387 | 13 May 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Closed | 1.46 hr | 4.9 hr | Met |
| KET834-100386 | 12 May 2026 | Service Request | Backup job failed Backup · ML · Head Office | P4 | Closed | 2.45 hr | 2.1 days | Met |
| KET834-100385 | 12 May 2026 | Incident | Toner replacement Printing · TAG · Head Office | P4 | Closed | 1.50 hr | 23.0 hr | Met |
| KET834-100384 | 11 May 2026 | Service Request · excluded | Database timeout Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| KET834-100383 | 08 May 2026 | Incident | Name change request User admin · AB · Head Office | P4 | Closed | 0.57 hr | 1.9 days | Met |
| KET834-100382 | 07 May 2026 | Incident | Slow VPN Network · SE · Remote | P2 | Closed | 0.82 hr | 2.1 days | Met |
| KET834-100381 | 05 May 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | 5.74 hr | 17.0 hr | Met |
| KET834-100380 | 03 May 2026 | Project · excluded | Backup job failed Backup · TAG · Branch | P4 | Resolved | — | — | n/a |
| KET834-100379 | 30 Apr 2026 | Service Request | Toner replacement Printing · SE · Head Office | P4 | Closed | 88.42 hr | 11.1 hr | Missed |
| KET834-100378 | 30 Apr 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P2 | Closed | — | — | n/a |
| KET834-100377 | 29 Apr 2026 | Change · excluded | Backup job failed Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| KET834-100376 | 24 Apr 2026 | Incident · excluded | Voicemail not delivering Telephony · KB · Remote | P3 | Closed | — | — | n/a |
| KET834-100375 | 23 Apr 2026 | Incident | Switch port fault Network · AB · Head Office | P2 | Closed | 0.27 hr | 1.7 days | Met |
| KET834-100374 | 22 Apr 2026 | Incident | Printer offline Printing · AB · Head Office | P4 | Closed | 0.07 hr | 16.5 hr | Met |
| KET834-100373 | 20 Apr 2026 | Incident | Database timeout Line of business app · BK · Branch | P4 | Closed | 0.59 hr | 3.5 hr | Met |
| KET834-100372 | 20 Apr 2026 | Change | Scan to email failing Printing · BK · Head Office | P3 | Closed | 1.03 hr | 2.4 days | Met |
| KET834-100371 | 17 Apr 2026 | Incident · excluded | Message quarantined Email · AB · Head Office | P4 | Resolved | — | — | n/a |
| KET834-100370 | 16 Apr 2026 | Project · excluded | New extension setup Telephony · ML · Remote | P4 | Closed | — | — | n/a |
| KET834-100369 | 15 Apr 2026 | Service Request | Call quality issue Telephony · ML · Branch | P2 | Closed | 0.43 hr | 2.1 days | Met |
| KET834-100368 | 14 Apr 2026 | Quote · excluded | MFA reset Security · SE · Head Office | P4 | Closed | — | — | n/a |
| KET834-100367 | 13 Apr 2026 | Quote · excluded | Docking station not detected Hardware · ML · Head Office | P1 | Closed | — | — | n/a |
| KET834-100366 | 10 Apr 2026 | Incident | Site offline Network · AB · Head Office | P4 | Resolved | 5.64 hr | 1.3 days | Met |
| KET834-100365 | 10 Apr 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 2.61 hr | 1.5 hr | Met |
| KET834-100364 | 09 Apr 2026 | Service Request · excluded | Docking station not detected Hardware · AB · Head Office | P2 | Resolved | — | — | n/a |
| KET834-100363 | 08 Apr 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Closed | 1.15 hr | 1.7 days | Met |
| KET834-100362 | 07 Apr 2026 | Service Request | Voicemail not delivering Telephony · ML · Site 2 | P2 | Closed | 0.98 hr | 1.5 days | Met |
| KET834-100361 | 06 Apr 2026 | Incident | Voicemail not delivering Telephony · TAG · Remote | P4 | Resolved | 4.00 hr | 6.8 hr | Met |
| KET834-100360 | 02 Apr 2026 | Incident | Message quarantined Email · BK · Head Office | P2 | Closed | 0.52 hr | 18.5 hr | Met |
| KET834-100359 | 01 Apr 2026 | Project · excluded | Printer offline Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| KET834-100358 | 31 Mar 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P3 | Closed | — | — | n/a |
| KET834-100357 | 30 Mar 2026 | Planned Install · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET834-100356 | 27 Mar 2026 | Change | Endpoint alert investigation Security · SE · Head Office | P3 | Resolved | 4.07 hr | 15.5 hr | Met |
| KET834-100355 | 26 Mar 2026 | Incident | Mailbox delegation Email · SE · Site 2 | P4 | Closed | 22.33 hr | 15.7 hr | Missed |
| KET834-100354 | 25 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Branch | P3 | Resolved | 1.32 hr | 1.2 days | Met |
| KET834-100353 | 23 Mar 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| KET834-100352 | 20 Mar 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 1.46 hr | 1.9 days | Met |
| KET834-100351 | 19 Mar 2026 | Change | Database timeout Line of business app · AB · Remote | P2 | Resolved | — | — | n/a |
| KET834-100350 | 18 Mar 2026 | Incident | Message quarantined Email · TAG · Remote | P3 | Closed | 1.38 hr | 20.9 hr | Met |
| KET834-100349 | 17 Mar 2026 | Service Request | Switch port fault Network · KB · Branch | P4 | Closed | 1.27 hr | 16.7 hr | Met |
| KET834-100348 | 16 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P4 | Closed | 3.24 hr | 1.2 days | Met |
| KET834-100347 | 13 Mar 2026 | Service Request | Printer offline Printing · TAG · Head Office | P4 | Resolved | 1.49 hr | 1.5 days | Met |
| KET834-100346 | 11 Mar 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Closed | 10.42 hr | 2.1 days | Missed |
| KET834-100345 | 10 Mar 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.29 hr | 23.8 hr | Met |
| KET834-100344 | 09 Mar 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Site 2 | P4 | Closed | — | — | n/a |
| KET834-100343 | 05 Mar 2026 | Incident | Endpoint alert investigation Security · ML · Site 2 | P3 | Resolved | 17.26 hr | 6.3 hr | Missed |
| KET834-100342 | 05 Mar 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P2 | Resolved | 0.43 hr | 1.8 days | Met |
| KET834-100341 | 04 Mar 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Resolved | 2.79 hr | 1.5 days | Met |
| KET834-100340 | 03 Mar 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| KET834-100339 | 02 Mar 2026 | Incident | Backup capacity review Backup · ML · Remote | P4 | Resolved | 142.11 hr | 1.5 days | Missed |
| KET834-100338 | 28 Feb 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | 2.97 hr | 9.5 hr | Met |
| KET834-100337 | 27 Feb 2026 | Incident | Database timeout Line of business app · AB · Head Office | P4 | Closed | 5.72 hr | 1.2 days | Met |
| KET834-100336 | 26 Feb 2026 | Planned Install · excluded | Call quality issue Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| KET834-100335 | 25 Feb 2026 | Incident · excluded | Mailbox delegation Email · SE · Head Office | P3 | Closed | — | — | n/a |
| KET834-100334 | 24 Feb 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P1 | Resolved | 5.11 hr | 13.3 hr | Met |
| KET834-100333 | 20 Feb 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 0.41 hr | 1.0 days | Met |
| KET834-100332 | 19 Feb 2026 | Incident | Printer offline Printing · SE · Branch | P3 | Closed | 40.39 hr | 1.6 days | Missed |
| KET834-100331 | 17 Feb 2026 | Incident | Backup job failed Backup · ML · Head Office | P4 | Closed | 0.91 hr | 1.2 days | Met |
| KET834-100330 | 16 Feb 2026 | Incident · excluded | Endpoint alert investigation Security · TAG · Head Office | P2 | Closed | — | — | n/a |
| KET834-100329 | 13 Feb 2026 | Service Request | Retention change Backup · TAG · Head Office | P4 | Closed | 2.31 hr | 16.0 hr | Met |
| KET834-100328 | 12 Feb 2026 | Incident · excluded | Slow VPN Network · SE · Site 2 | P3 | Closed | — | — | n/a |
| KET834-100327 | 11 Feb 2026 | Quote · excluded | Suspicious sign-in review Security · SE · Head Office | P4 | Closed | — | — | n/a |
| KET834-100326 | 10 Feb 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | — | — | n/a |
| KET834-100325 | 09 Feb 2026 | Incident | Retention change Backup · TAG · Branch | P3 | Closed | 3.52 hr | 2.5 days | Met |
| KET834-100324 | 06 Feb 2026 | Change | New starter setup User admin · BK · Branch | P3 | Resolved | 3.70 hr | 2.2 days | Met |
| KET834-100323 | 05 Feb 2026 | Quote · excluded | Call quality issue Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| KET834-100322 | 04 Feb 2026 | Planned Install · excluded | Permission change User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| KET834-100321 | 04 Feb 2026 | Incident | Printer offline Printing · AB · Branch | P3 | Resolved | 1.07 hr | 16.5 hr | Met |
| KET834-100320 | 02 Feb 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| KET834-100319 | 30 Jan 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| KET834-100318 | 30 Jan 2026 | Change | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | 0.70 hr | 2.0 days | Met |
| KET834-100317 | 29 Jan 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P2 | Closed | — | — | n/a |
| KET834-100316 | 28 Jan 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 0.11 hr | 23.9 hr | Met |
| KET834-100315 | 27 Jan 2026 | Service Request · excluded | Site offline Network · BK · Head Office | P4 | Closed | — | — | n/a |
| KET834-100314 | 26 Jan 2026 | Incident | Switch port fault Network · ML · Head Office | P2 | Resolved | 1.11 hr | 2.5 days | Met |
| KET834-100313 | 23 Jan 2026 | Service Request | New printer driver rollout Printing · BK · Branch | P3 | Closed | 8.77 hr | 14.4 hr | Missed |
| KET834-100312 | 23 Jan 2026 | Incident · excluded | Scan to email failing Printing · BK · Remote | P4 | Closed | — | — | n/a |
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.