SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 74 records in this selection sit outside that — quotes, projects and planned installs, plus 32 calls billed time and materials. They stay visible for volume context.
Service performance
176 eligible records in this yearAverage first response
6.3 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
85.1%
25 call(s) over the 8-hour target
First-time fix
65.9%
Where the source records the field
Volume
Contract calls
176
250 calls logged in the period
Off contract
32
£9,282.75 chargeable
Open / closed
8 / 242
Across the selected period
Data-quality gaps
8
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
176
records
- Security23
- Telephony22
- Network22
- Backup20
- Printing17
- Line of business app17
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 176 | 6.25 hr | 85.1% | 25 | 74 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Kelly Gregory | 24 | 7.89 hr | 92% | 2 |
| Karen Taylor | 23 | 9.67 hr | 90% | 2 |
| Anne-Marie Cable | 18 | 2.32 hr | 100% | 0 |
| Barry Ebbs | 15 | 2.46 hr | 93% | 1 |
| Aiden Higgins | 14 | 4.53 hr | 85% | 2 |
| (Not recorded) | 14 | 7.62 hr | 62% | 5 |
| Chloe Dempsey | 13 | 2.23 hr | 92% | 1 |
| Julie Herbert | 12 | 9.39 hr | 67% | 4 |
| Damian Armstrong | 11 | 6.62 hr | 82% | 2 |
| Stacey Thomas | 11 | 2.13 hr | 100% | 0 |
| Daniel Blacker | 8 | 2.61 hr | 88% | 1 |
| Phil Jenkins | 7 | 19.45 hr | 57% | 3 |
25 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 136.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301483 | Karen Taylor | WatchGuard T85-W | 2026-05-27 09:19 | 144.80 hr | +136.8 | TAG | OneDrive sync conflict |
| 301497 | Kelly Gregory | HP ProBook 450 G6 | 2026-06-08 14:12 | 134.04 hr | +126.0 | TAG | Scan to email failing |
| 301378 | Phil Jenkins | Apple iPhone 12 | 2026-02-09 12:08 | 110.09 hr | +102.1 | SE | Voicemail not delivering |
| 301509 | Damian Armstrong | Dell Latitude 7420 | 2026-06-17 11:45 | 45.92 hr | +37.9 | KB | Backup job failed |
| 301390 | Julie Herbert | Apple iPhone 14 | 2026-02-18 16:22 | 40.65 hr | +32.6 | ML | Screen flickering |
| 301563 | (Not recorded) | Lenovo ThinkPad T14 | 2026-08-01 13:00 | 37.36 hr | +29.4 | SE | Outlook not syncing |
| 301419 | Julie Herbert | Dell Latitude 7420 | 2026-03-17 16:36 | 29.24 hr | +21.2 | ML | Scan to email failing |
| 301402 | Aiden Higgins | Dell OptiPlex 7010 | 2026-03-02 15:35 | 26.26 hr | +18.3 | KB | Endpoint alert investigation |
| 301409 | Rachael Parkin | HP ProDesk 400 G7 | 2026-03-09 12:53 | 24.97 hr | +17.0 | SE | Backup capacity review |
| 301461 | Kelly Gregory | Dell Latitude E7470 | 2026-05-04 16:25 | 20.23 hr | +12.2 | TAG | Phishing report triage |
| 301381 | Julie Herbert | HP LaserJet M480 | 2026-02-11 14:37 | 15.53 hr | +7.5 | AB | Outlook not syncing |
| 301394 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-02-23 09:17 | 15.48 hr | +7.5 | SE | Outlook not syncing |
| 301446 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-04-17 09:17 | 12.37 hr | +4.4 | KB | Phishing report triage |
| 301377 | (Not recorded) | HP ProDesk 400 G7 | 2026-02-05 10:17 | 11.73 hr | +3.7 | SE | Restore request |
| 301465 | Damian Armstrong | Dell Latitude E7470 | 2026-05-07 16:24 | 11.45 hr | +3.5 | SE | Report not generating |
| 301499 | Rachael Parkin | Dell OptiPlex 3050 | 2026-06-09 09:35 | 11.36 hr | +3.4 | AB | Switch port fault |
| 301481 | Chloe Dempsey | Kyocera ECOSYS M5526 | 2026-05-25 10:48 | 9.74 hr | +1.7 | ML | Database timeout |
| 301468 | Phil Jenkins | Samsung Galaxy S23 | 2026-05-08 14:49 | 9.58 hr | +1.6 | ML | Call quality issue |
| 301460 | Daniel Blacker | Lenovo ThinkCentre M70q | 2026-05-04 12:13 | 9.53 hr | +1.5 | TAG | Handset registration |
| 301527 | (Not recorded) | Dell OptiPlex 7010 | 2026-07-02 10:46 | 9.53 hr | +1.5 | SE | Backup capacity review |
| 301582 | Phil Jenkins | Dell OptiPlex 3050 | 2026-08-18 08:05 | 9.02 hr | +1.0 | AB | Endpoint alert investigation |
| 301474 | Aiden Higgins | Apple MacBook Air M2 | 2026-05-18 09:03 | 8.68 hr | +0.7 | SE | New printer driver rollout |
| 301366 | Karen Taylor | Dell Latitude E7470 | 2026-01-27 11:49 | 8.24 hr | +0.2 | AB | Wi-Fi dropouts in warehouse |
| 301515 | Julie Herbert | Apple MacBook Pro 14 | 2026-06-22 10:31 | 8.11 hr | +0.1 | AB | Slow VPN |
| 301484 | Barry Ebbs | Dell Latitude 7420 | 2026-05-27 17:00 | 8.02 hr | +0.0 | TAG | Printer offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 8 | 06 Mar 2026 – 23 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 7 | 27 Jan 2026 – 16 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 5 | 24 Feb 2026 – 24 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 4 | 12 Jan 2026 – 22 Jul 2026 |
| Damian Armstrong | Telephony | 4 | 21 Jan 2026 – 20 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 21 Jan 2026 – 13 Aug 2026 |
| (Not recorded) | Backup / restore | 4 | 05 Feb 2026 – 02 Jul 2026 |
| Anne-Marie Cable | Telephony | 4 | 10 Feb 2026 – 05 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Monitoring / server / security | 6 | 04 Mar 2026 – 23 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 5 | 27 Jan 2026 – 05 May 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 5 | 28 Jan 2026 – 23 Apr 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 4 | 26 Jan 2026 – 17 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 4 | 29 Jan 2026 – 24 Jul 2026 |
| Dell Latitude E7470 | Line of business app | 4 | 02 Feb 2026 – 19 Jun 2026 |
| HP ProDesk 400 G7 | Backup / restore | 4 | 05 Feb 2026 – 24 Aug 2026 |
| Samsung Galaxy A54 | Telephony | 3 | 09 Jan 2026 – 20 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
250 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KEX593-100802 | 25 Aug 2026 | Incident | Screen flickering Hardware · BK · Branch | P3 | Resolved | 0.28 hr | 1.7 days | Met |
| KEX593-100801 | 25 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Branch | P4 | Closed | — | — | n/a |
| KEX593-100800 | 24 Aug 2026 | Change | Backup capacity review Backup · KB · Branch | P3 | Closed | 5.34 hr | 1.8 days | Met |
| KEX593-100799 | 24 Aug 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | 1.11 hr | 2.0 days | Met |
| KEX593-100798 | 21 Aug 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Closed | 0.12 hr | 1.4 days | Met |
| KEX593-100797 | 21 Aug 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| KEX593-100796 | 20 Aug 2026 | Service Request | Voicemail not delivering Telephony · AB · Remote | P2 | Resolved | 0.44 hr | 1.3 days | Met |
| KEX593-100795 | 19 Aug 2026 | Quote · excluded | Name change request User admin · KB · Remote | P2 | Closed | — | — | n/a |
| KEX593-100794 | 19 Aug 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P3 | Open | — | — | n/a |
| KEX593-100793 | 18 Aug 2026 | Incident | Endpoint alert investigation Security · AB · Branch | P3 | Resolved | 9.02 hr | 1.3 days | Missed |
| KEX593-100792 | 17 Aug 2026 | Incident | Restore request Backup · KB · Head Office | P2 | Resolved | 0.69 hr | 1.0 days | Met |
| KEX593-100791 | 17 Aug 2026 | Quote · excluded | Printer offline Printing · AB · Head Office | P2 | In Progress | — | — | n/a |
| KEX593-100790 | 16 Aug 2026 | Incident | Site offline Network · TAG · Site 2 | P2 | Closed | 0.31 hr | 1.6 days | Met |
| KEX593-100789 | 16 Aug 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Resolved | 7.70 hr | 1.4 days | Met |
| KEX593-100788 | 14 Aug 2026 | Project · excluded | Mailbox delegation Email · SE · Head Office | P4 | Closed | — | — | n/a |
| KEX593-100787 | 14 Aug 2026 | Service Request · excluded | Toner replacement Printing · AB · Head Office | P4 | Resolved | — | — | n/a |
| KEX593-100786 | 13 Aug 2026 | Service Request | Distribution list change Email · SE · Remote | P4 | Resolved | 0.91 hr | 1.8 days | Met |
| KEX593-100785 | 12 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 0.17 hr | 1.7 days | Met |
| KEX593-100784 | 12 Aug 2026 | Incident | Message quarantined Email · BK · Site 2 | P3 | Resolved | 0.35 hr | 6.8 hr | Met |
| KEX593-100783 | 11 Aug 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P4 | In Progress | — | — | n/a |
| KEX593-100782 | 10 Aug 2026 | Incident | Printer offline Printing · SE · Branch | P3 | Closed | 0.50 hr | 1.0 days | Met |
| KEX593-100781 | 10 Aug 2026 | Quote · excluded | Database timeout Line of business app · KB · Branch | P3 | Open | — | — | n/a |
| KEX593-100780 | 07 Aug 2026 | Project · excluded | Backup job failed Backup · AB · Branch | P3 | In Progress | — | — | n/a |
| KEX593-100779 | 05 Aug 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | 5.73 hr | 1.7 days | Met |
| KEX593-100778 | 05 Aug 2026 | Change | Screen flickering Hardware · TAG · Site 2 | P3 | Closed | 0.21 hr | 2.0 days | Met |
| KEX593-100777 | 05 Aug 2026 | Change | New extension setup Telephony · AB · Head Office | P3 | Resolved | 2.37 hr | 13.3 hr | Met |
| KEX593-100776 | 04 Aug 2026 | Quote · excluded | Message quarantined Email · KB · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100775 | 03 Aug 2026 | Quote · excluded | Screen flickering Hardware · KB · Head Office | P4 | In Progress | — | — | n/a |
| KEX593-100774 | 01 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Closed | 37.36 hr | 2.0 days | Missed |
| KEX593-100773 | 01 Aug 2026 | Service Request | Retention change Backup · AB · Head Office | P3 | Closed | 2.88 hr | 1.5 days | Met |
| KEX593-100772 | 31 Jul 2026 | Change | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 3.59 hr | 2.0 days | Met |
| KEX593-100771 | 31 Jul 2026 | Service Request | Licence renewal Line of business app · AB · Remote | P3 | Resolved | 2.28 hr | 23.5 hr | Met |
| KEX593-100770 | 30 Jul 2026 | Service Request | Screen flickering Hardware · AB · Branch | P3 | Closed | 0.76 hr | 2.4 days | Met |
| KEX593-100769 | 28 Jul 2026 | Incident · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100768 | 28 Jul 2026 | Service Request | Name change request User admin · ML · Head Office | P4 | Closed | 1.31 hr | 22.6 hr | Met |
| KEX593-100767 | 27 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Head Office | P3 | Open | — | — | n/a |
| KEX593-100766 | 26 Jul 2026 | Service Request | Name change request User admin · BK · Head Office | P2 | Closed | 3.98 hr | 22.7 hr | Met |
| KEX593-100765 | 24 Jul 2026 | Incident | Handset registration Telephony · KB · Remote | P3 | Closed | 5.84 hr | 1.1 days | Met |
| KEX593-100764 | 24 Jul 2026 | Incident | Switch port fault Network · SE · Branch | P3 | Resolved | 0.55 hr | 2.1 days | Met |
| KEX593-100763 | 24 Jul 2026 | Incident | Slow VPN Network · ML · Branch | P3 | Resolved | 1.24 hr | 1.2 days | Met |
| KEX593-100762 | 23 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P2 | Closed | 0.17 hr | 1.4 days | Met |
| KEX593-100761 | 23 Jul 2026 | Change | New printer driver rollout Printing · BK · Remote | P3 | Closed | 0.53 hr | 1.7 days | Met |
| KEX593-100760 | 22 Jul 2026 | Incident | Site offline Network · KB · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100759 | 22 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Remote | P4 | Resolved | 1.45 hr | 2.5 days | Met |
| KEX593-100758 | 21 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Remote | P4 | Resolved | — | — | n/a |
| KEX593-100757 | 21 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P2 | Closed | 2.04 hr | 5.2 hr | Met |
| KEX593-100756 | 21 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Closed | 3.65 hr | 1.3 days | Met |
| KEX593-100755 | 20 Jul 2026 | Incident | Phishing report triage Security · TAG · Remote | P3 | Resolved | 0.40 hr | 1.9 days | Met |
| KEX593-100754 | 20 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100753 | 17 Jul 2026 | Incident · excluded | Restore request Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| KEX593-100752 | 17 Jul 2026 | Service Request | Switch port fault Network · AB · Head Office | P3 | Closed | 0.66 hr | 1.5 days | Met |
| KEX593-100751 | 15 Jul 2026 | Change | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 0.39 hr | 22.0 hr | Met |
| KEX593-100750 | 14 Jul 2026 | Quote · excluded | Leaver process User admin · KB · Site 2 | P4 | In Progress | — | — | n/a |
| KEX593-100749 | 14 Jul 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P4 | Closed | 0.95 hr | 1.4 days | Met |
| KEX593-100748 | 13 Jul 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · SE · Branch | P4 | Closed | — | — | n/a |
| KEX593-100747 | 10 Jul 2026 | Project · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| KEX593-100746 | 10 Jul 2026 | Incident | Name change request User admin · SE · Remote | P2 | Closed | 4.18 hr | 1.1 days | Met |
| KEX593-100745 | 09 Jul 2026 | Incident | Retention change Backup · ML · Head Office | P2 | Resolved | 0.28 hr | 2.1 days | Met |
| KEX593-100744 | 08 Jul 2026 | Incident · excluded | Distribution list change Email · KB · Site 2 | P3 | Closed | — | — | n/a |
| KEX593-100743 | 08 Jul 2026 | Change · excluded | Permission change User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| KEX593-100742 | 06 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Remote | P2 | Resolved | — | — | n/a |
| KEX593-100741 | 03 Jul 2026 | Service Request | Handset registration Telephony · SE · Head Office | P3 | Closed | 3.38 hr | 1.3 days | Met |
| KEX593-100740 | 03 Jul 2026 | Service Request · excluded | Distribution list change Email · SE · Head Office | P2 | Resolved | — | — | n/a |
| KEX593-100739 | 02 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Resolved | — | — | n/a |
| KEX593-100738 | 02 Jul 2026 | Change | Backup capacity review Backup · SE · Site 2 | P3 | Resolved | 9.53 hr | 2.3 days | Missed |
| KEX593-100737 | 01 Jul 2026 | Service Request | Phishing report triage Security · ML · Head Office | P4 | Resolved | 0.57 hr | 2.1 days | Met |
| KEX593-100736 | 30 Jun 2026 | Service Request · excluded | Site offline Network · BK · Head Office | P3 | Closed | — | — | n/a |
| KEX593-100735 | 30 Jun 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Closed | — | — | n/a |
| KEX593-100734 | 29 Jun 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 5.59 hr | 6.1 hr | Met |
| KEX593-100733 | 26 Jun 2026 | Change · excluded | Replacement keyboard Hardware · SE · Remote | P2 | Closed | — | — | n/a |
| KEX593-100732 | 25 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Remote | P4 | Resolved | 3.43 hr | 2.1 days | Met |
| KEX593-100731 | 25 Jun 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Resolved | — | — | n/a |
| KEX593-100730 | 24 Jun 2026 | Incident | Screen flickering Hardware · SE · Head Office | P4 | Closed | 0.47 hr | 16.0 hr | Met |
| KEX593-100729 | 23 Jun 2026 | Service Request | Phishing report triage Security · KB · Branch | P3 | Resolved | 1.12 hr | 1.1 days | Met |
| KEX593-100728 | 23 Jun 2026 | Service Request | Message quarantined Email · TAG · Head Office | P3 | Closed | 0.86 hr | 4.9 hr | Met |
| KEX593-100727 | 22 Jun 2026 | Incident · excluded | Message quarantined Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100726 | 22 Jun 2026 | Service Request | Slow VPN Network · AB · Head Office | P4 | Resolved | 8.11 hr | 1.4 days | Missed |
| KEX593-100725 | 19 Jun 2026 | Incident | Licence renewal Line of business app · ML · Branch | P3 | Resolved | 7.41 hr | 6.5 hr | Met |
| KEX593-100724 | 19 Jun 2026 | Change | Restore request Backup · TAG · Head Office | P3 | Resolved | 0.26 hr | 17.5 hr | Met |
| KEX593-100723 | 18 Jun 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Resolved | 1.04 hr | 2.1 days | Met |
| KEX593-100722 | 18 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100721 | 18 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 1.11 hr | 1.7 hr | Met |
| KEX593-100720 | 17 Jun 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 45.92 hr | 2.1 days | Missed |
| KEX593-100719 | 16 Jun 2026 | Service Request | Replacement keyboard Hardware · KB · Branch | P3 | Resolved | 2.76 hr | 1.6 days | Met |
| KEX593-100718 | 16 Jun 2026 | Incident | New starter setup User admin · ML · Remote | P2 | Closed | 0.73 hr | 2.9 hr | Met |
| KEX593-100717 | 15 Jun 2026 | Service Request | Toner replacement Printing · KB · Head Office | P3 | Resolved | 1.39 hr | 18.2 hr | Met |
| KEX593-100716 | 15 Jun 2026 | Incident | Database timeout Line of business app · ML · Branch | P3 | Resolved | 2.73 hr | 9.1 hr | Met |
| KEX593-100715 | 14 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P4 | Resolved | 0.52 hr | 1.7 hr | Met |
| KEX593-100714 | 12 Jun 2026 | Project · excluded | Replacement keyboard Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| KEX593-100713 | 10 Jun 2026 | Service Request | Phishing report triage Security · BK · Head Office | P3 | Closed | 0.45 hr | 10.4 hr | Met |
| KEX593-100712 | 10 Jun 2026 | Project · excluded | Handset registration Telephony · SE · Remote | P4 | Resolved | — | — | n/a |
| KEX593-100711 | 09 Jun 2026 | Incident | MFA reset Security · BK · Site 2 | P1 | Closed | — | — | n/a |
| KEX593-100710 | 09 Jun 2026 | Incident | Switch port fault Network · AB · Head Office | P3 | Closed | 11.36 hr | 20.8 hr | Missed |
| KEX593-100709 | 08 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · SE · Branch | P2 | Closed | — | — | n/a |
| KEX593-100708 | 08 Jun 2026 | Service Request | Scan to email failing Printing · TAG · Branch | P3 | Closed | 134.04 hr | 1.9 days | Missed |
| KEX593-100707 | 07 Jun 2026 | Incident | Retention change Backup · KB · Branch | P4 | Closed | 0.36 hr | 2.5 days | Met |
| KEX593-100706 | 07 Jun 2026 | Incident | Database timeout Line of business app · AB · Branch | P3 | Resolved | 5.31 hr | 2.5 days | Met |
| KEX593-100705 | 05 Jun 2026 | Incident | Printer offline Printing · SE · Branch | P2 | Closed | 2.71 hr | 1.2 days | Met |
| KEX593-100704 | 05 Jun 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Closed | 0.33 hr | 1.6 days | Met |
| KEX593-100703 | 05 Jun 2026 | Service Request | Application crash on launch Line of business app · SE · Site 2 | P2 | Closed | 1.89 hr | 5.5 hr | Met |
| KEX593-100702 | 04 Jun 2026 | Planned Install · excluded | Toner replacement Printing · BK · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100701 | 04 Jun 2026 | Incident | Scan to email failing Printing · BK · Branch | P2 | Closed | 2.97 hr | 11.7 hr | Met |
| KEX593-100700 | 02 Jun 2026 | Quote · excluded | Database timeout Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100699 | 02 Jun 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Closed | 0.99 hr | 1.4 days | Met |
| KEX593-100698 | 01 Jun 2026 | Service Request | Restore request Backup · TAG · Head Office | P4 | Closed | 0.94 hr | 1.1 days | Met |
| KEX593-100697 | 29 May 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | 0.49 hr | 11.4 hr | Met |
| KEX593-100696 | 28 May 2026 | Change | Database timeout Line of business app · SE · Head Office | P2 | Closed | 3.54 hr | 11.9 hr | Met |
| KEX593-100695 | 27 May 2026 | Incident | Printer offline Printing · TAG · Branch | P2 | Closed | 8.02 hr | 19.3 hr | Missed |
| KEX593-100694 | 27 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 144.80 hr | 9.2 hr | Missed |
| KEX593-100693 | 26 May 2026 | Incident | Report not generating Line of business app · AB · Branch | P4 | Closed | 1.06 hr | 1.2 days | Met |
| KEX593-100692 | 25 May 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 9.74 hr | 5.7 hr | Missed |
| KEX593-100691 | 22 May 2026 | Incident | New starter setup User admin · SE · Head Office | P2 | Resolved | 5.58 hr | 2.3 days | Met |
| KEX593-100690 | 22 May 2026 | Service Request | Name change request User admin · ML · Head Office | P3 | Closed | 0.89 hr | 0.4 hr | Met |
| KEX593-100689 | 21 May 2026 | Incident | Backup capacity review Backup · ML · Head Office | P3 | Closed | 4.16 hr | 2.3 days | Met |
| KEX593-100688 | 20 May 2026 | Incident | Handset registration Telephony · BK · Remote | P3 | Resolved | 0.42 hr | 1.8 hr | Met |
| KEX593-100687 | 19 May 2026 | Quote · excluded | Backup capacity review Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| KEX593-100686 | 18 May 2026 | Incident | Database timeout Line of business app · BK · Remote | P3 | Resolved | 1.60 hr | 15.4 hr | Met |
| KEX593-100685 | 18 May 2026 | Change | New printer driver rollout Printing · SE · Branch | P2 | Closed | 8.68 hr | 1.5 days | Missed |
| KEX593-100684 | 15 May 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 3.83 hr | 1.6 days | Met |
| KEX593-100683 | 14 May 2026 | Planned Install · excluded | Backup job failed Backup · SE · Remote | P3 | Closed | — | — | n/a |
| KEX593-100682 | 13 May 2026 | Incident | Suspicious sign-in review Security · TAG · Branch | P4 | Resolved | 0.14 hr | 10.8 hr | Met |
| KEX593-100681 | 12 May 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 1.18 hr | 1.7 days | Met |
| KEX593-100680 | 11 May 2026 | Incident | Switch port fault Network · AB · Head Office | P4 | Closed | 1.19 hr | 4.6 hr | Met |
| KEX593-100679 | 08 May 2026 | Service Request | Call quality issue Telephony · ML · Branch | P4 | Closed | 9.58 hr | 17.3 hr | Missed |
| KEX593-100678 | 08 May 2026 | Incident | Backup capacity review Backup · SE · Branch | P3 | Closed | 1.30 hr | 16.8 hr | Met |
| KEX593-100677 | 08 May 2026 | Change · excluded | Report not generating Line of business app · TAG · Remote | P1 | Closed | — | — | n/a |
| KEX593-100676 | 07 May 2026 | Incident | Report not generating Line of business app · SE · Head Office | P4 | Closed | 11.45 hr | 3.9 hr | Missed |
| KEX593-100675 | 06 May 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Closed | 0.72 hr | 1.0 days | Met |
| KEX593-100674 | 06 May 2026 | Incident | New starter setup User admin · KB · Remote | P2 | Resolved | 1.38 hr | 1.0 hr | Met |
| KEX593-100673 | 05 May 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P1 | Closed | 1.38 hr | 13.0 hr | Met |
| KEX593-100672 | 04 May 2026 | Incident | Phishing report triage Security · TAG · Remote | P4 | Closed | 20.23 hr | 1.4 days | Missed |
| KEX593-100671 | 04 May 2026 | Service Request | Handset registration Telephony · TAG · Site 2 | P3 | Closed | 9.53 hr | 21.2 hr | Missed |
| KEX593-100670 | 01 May 2026 | Change | New extension setup Telephony · AB · Head Office | P4 | Closed | 0.69 hr | 1.1 days | Met |
| KEX593-100669 | 30 Apr 2026 | Incident | Switch port fault Network · SE · Head Office | P2 | Closed | 0.89 hr | 5.7 hr | Met |
| KEX593-100668 | 29 Apr 2026 | Service Request · excluded | Retention change Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100667 | 28 Apr 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · AB · Site 2 | P3 | Closed | — | — | n/a |
| KEX593-100666 | 28 Apr 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 1.84 hr | 11.1 hr | Met |
| KEX593-100665 | 27 Apr 2026 | Change | Phishing report triage Security · AB · Head Office | P3 | Closed | 0.18 hr | 20.1 hr | Met |
| KEX593-100664 | 24 Apr 2026 | Incident | Licence renewal Line of business app · ML · Branch | P3 | Closed | 5.84 hr | 13.1 hr | Met |
| KEX593-100663 | 23 Apr 2026 | Quote · excluded | Name change request User admin · TAG · Branch | P4 | Closed | — | — | n/a |
| KEX593-100662 | 23 Apr 2026 | Change | Suspicious sign-in review Security · KB · Head Office | P2 | Closed | 2.27 hr | 4.3 hr | Met |
| KEX593-100661 | 22 Apr 2026 | Incident | Backup job failed Backup · SE · Branch | P3 | Resolved | 0.41 hr | 2.3 days | Met |
| KEX593-100660 | 22 Apr 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 3.43 hr | 12.7 hr | Met |
| KEX593-100659 | 21 Apr 2026 | Quote · excluded | New printer driver rollout Printing · SE · Head Office | P4 | Resolved | — | — | n/a |
| KEX593-100658 | 20 Apr 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P3 | Closed | 5.01 hr | 1.3 hr | Met |
| KEX593-100657 | 17 Apr 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Closed | 12.37 hr | 2.4 days | Missed |
| KEX593-100656 | 15 Apr 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Closed | 1.06 hr | 16.5 hr | Met |
| KEX593-100655 | 14 Apr 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Site 2 | P3 | Closed | — | — | n/a |
| KEX593-100654 | 14 Apr 2026 | Change · excluded | Slow VPN Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| KEX593-100653 | 13 Apr 2026 | Change · excluded | Backup job failed Backup · SE · Head Office | P2 | 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.