SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 26 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.
Service performance
87 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
82.7%
14 call(s) over the 8-hour target
First-time fix
73.3%
Where the source records the field
Volume
Contract calls
87
113 calls logged in the period
Off contract
11
£3,699.75 chargeable
Open / closed
3 / 110
Across the selected period
Data-quality gaps
6
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
87
records
- Microsoft 36516
- Telephony12
- User admin10
- Line of business app10
- Email9
- Network8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 87 | 5.71 hr | 82.7% | 14 | 26 |
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 | 15 | 7.74 hr | 86% | 2 |
| Karen Taylor | 13 | 3.34 hr | 70% | 3 |
| Stacey Thomas | 9 | 6.62 hr | 75% | 2 |
| Barry Ebbs | 8 | 3.53 hr | 75% | 2 |
| Kelly Gregory | 7 | 3.92 hr | 86% | 1 |
| Chloe Dempsey | 6 | 18.39 hr | 60% | 2 |
| Julie Herbert | 5 | 2.28 hr | 100% | 0 |
| Phil Jenkins | 5 | 2.03 hr | 100% | 0 |
| Damian Armstrong | 5 | 2.18 hr | 100% | 0 |
| Aiden Higgins | 4 | 2.84 hr | 100% | 0 |
| Rachael Parkin | 4 | 16.91 hr | 50% | 2 |
| Daniel Blacker | 4 | 1.88 hr | 100% | 0 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 309081 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-02-26 17:40 | 47.82 hr | +39.8 | KB | Laptop will not boot |
| 309065 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-01-24 11:11 | 46.54 hr | +38.5 | BK | Site offline |
| 309148 | Chloe Dempsey | Samsung Galaxy S23 | 2026-07-17 08:57 | 37.82 hr | +29.8 | BK | Teams sign-in loop |
| 309144 | Rachael Parkin | Dell Latitude 7420 | 2026-07-09 13:50 | 35.87 hr | +27.9 | BK | Call quality issue |
| 309129 | Anne-Marie Cable | Dell Latitude E7470 | 2026-06-12 14:44 | 33.98 hr | +26.0 | BK | Teams sign-in loop |
| 309059 | Stacey Thomas | HP ProBook 450 G6 | 2026-01-15 15:54 | 28.12 hr | +20.1 | ML | Application crash on launch |
| 309085 | Rachael Parkin | Samsung Galaxy S23 | 2026-03-10 11:26 | 26.97 hr | +19.0 | ML | SharePoint permission request |
| 309109 | Kelly Gregory | Dell Wyse 5070 | 2026-05-01 16:38 | 18.31 hr | +10.3 | BK | Spoofed email reported |
| 309064 | Barry Ebbs | HP EliteBook 840 G9 | 2026-01-23 11:58 | 11.35 hr | +3.4 | TAG | New extension setup |
| 309098 | Stacey Thomas | Dell OptiPlex 3050 | 2026-04-08 08:05 | 10.71 hr | +2.7 | SE | Leaver process |
| 309119 | Karen Taylor | Aruba AP-515 | 2026-05-22 08:19 | 9.97 hr | +2.0 | ML | New starter setup |
| 309097 | Karen Taylor | Aruba AP-515 | 2026-04-07 12:56 | 9.91 hr | +1.9 | ML | Mailbox delegation |
| 309107 | Barry Ebbs | HP ProDesk 400 G7 | 2026-04-28 10:03 | 9.19 hr | +1.2 | ML | Screen flickering |
| 309092 | Karen Taylor | Dell Latitude E7470 | 2026-03-31 09:59 | 8.86 hr | +0.9 | TAG | Outlook not syncing |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 6 | 11 Feb 2026 – 12 Jun 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 4 | 03 Mar 2026 – 17 Jul 2026 |
| Stacey Thomas | User administration | 4 | 08 Apr 2026 – 19 Aug 2026 |
| Julie Herbert | Monitoring / server / security | 3 | 06 Jan 2026 – 15 Mar 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 31 Mar 2026 – 03 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 29 Apr 2026 – 30 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 3 | 01 May 2026 – 25 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 4 | 05 Mar 2026 – 25 Aug 2026 |
| Apple iPhone 12 | User administration | 3 | 09 Jan 2026 – 24 Jun 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 11 Feb 2026 – 22 Apr 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 3 | 06 Mar 2026 – 17 Jul 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 3 | 31 Mar 2026 – 12 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
113 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KIR165-100339 | 25 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 4.03 hr | 7.3 hr | Met |
| KIR165-100338 | 21 Aug 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P4 | In Progress | — | — | n/a |
| KIR165-100337 | 20 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Resolved | 2.31 hr | 2.3 days | Met |
| KIR165-100336 | 19 Aug 2026 | Incident | New starter setup User admin · TAG · Head Office | P2 | Closed | 5.18 hr | 18.1 hr | Met |
| KIR165-100335 | 17 Aug 2026 | Change | Handset registration Telephony · ML · Head Office | P4 | Closed | 4.08 hr | 8.5 hr | Met |
| KIR165-100334 | 14 Aug 2026 | Incident · excluded | Slow VPN Network · ML · Remote | P3 | Closed | — | — | n/a |
| KIR165-100333 | 13 Aug 2026 | Change | Toner replacement Printing · ML · Head Office | P3 | Closed | 0.43 hr | 5.5 hr | Met |
| KIR165-100332 | 12 Aug 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Closed | 5.65 hr | 2.4 days | Met |
| KIR165-100331 | 11 Aug 2026 | Service Request | Docking station not detected Hardware · ML · Site 2 | P2 | Resolved | 0.77 hr | 1.8 days | Met |
| KIR165-100330 | 10 Aug 2026 | Change | SharePoint permission request Microsoft 365 · TAG · Branch | P3 | Resolved | 0.65 hr | 1.3 days | Met |
| KIR165-100329 | 09 Aug 2026 | Incident | Handset registration Telephony · KB · Remote | P3 | Closed | 0.08 hr | 2.3 hr | Met |
| KIR165-100328 | 07 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Site 2 | P2 | Closed | 4.31 hr | 9.8 hr | Met |
| KIR165-100327 | 03 Aug 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 1.45 hr | 2.4 days | Met |
| KIR165-100326 | 30 Jul 2026 | Quote · excluded | Site offline Network · SE · Head Office | P4 | Open | — | — | n/a |
| KIR165-100325 | 29 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P2 | Resolved | 0.07 hr | 15.4 hr | Met |
| KIR165-100324 | 27 Jul 2026 | Quote · excluded | Site offline Network · SE · Branch | P3 | Open | — | — | n/a |
| KIR165-100323 | 24 Jul 2026 | Project · excluded | Call quality issue Telephony · TAG · Remote | P3 | Closed | — | — | n/a |
| KIR165-100322 | 21 Jul 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Closed | — | — | n/a |
| KIR165-100321 | 20 Jul 2026 | Incident | Restore request Backup · ML · Head Office | P3 | Resolved | 5.77 hr | 5.0 hr | Met |
| KIR165-100320 | 17 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 37.82 hr | 15.3 hr | Missed |
| KIR165-100319 | 14 Jul 2026 | Incident | Permission change User admin · ML · Head Office | P1 | Resolved | 4.91 hr | 1.8 hr | Met |
| KIR165-100318 | 13 Jul 2026 | Project · excluded | Leaver process User admin · SE · Remote | P3 | Resolved | — | — | n/a |
| KIR165-100317 | 10 Jul 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| KIR165-100316 | 09 Jul 2026 | Change | Call quality issue Telephony · BK · Branch | P3 | Resolved | 35.87 hr | 15.8 hr | Missed |
| KIR165-100315 | 08 Jul 2026 | Change | Backup capacity review Backup · SE · Head Office | P2 | Resolved | 1.37 hr | 9.9 hr | Met |
| KIR165-100314 | 07 Jul 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Closed | 1.42 hr | 1.4 days | Met |
| KIR165-100313 | 06 Jul 2026 | Change | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 3.45 hr | 1.2 days | Met |
| KIR165-100312 | 03 Jul 2026 | Incident | Screen flickering Hardware · SE · Site 2 | P4 | Closed | — | — | n/a |
| KIR165-100311 | 30 Jun 2026 | Service Request | Slow VPN Network · BK · Remote | P4 | Closed | 0.24 hr | 17.1 hr | Met |
| KIR165-100310 | 28 Jun 2026 | Incident | Switch port fault Network · SE · Head Office | P2 | Closed | — | — | n/a |
| KIR165-100309 | 26 Jun 2026 | Service Request · excluded | Voicemail not delivering Telephony · ML · Branch | P3 | Resolved | — | — | n/a |
| KIR165-100308 | 24 Jun 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Resolved | 1.07 hr | 2.1 days | Met |
| KIR165-100307 | 23 Jun 2026 | Incident | Report not generating Line of business app · ML · Site 2 | P3 | Closed | 0.17 hr | 1.8 days | Met |
| KIR165-100306 | 22 Jun 2026 | Change | Docking station not detected Hardware · BK · Head Office | P2 | Closed | — | — | n/a |
| KIR165-100305 | 19 Jun 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 0.42 hr | 2.1 days | Met |
| KIR165-100304 | 18 Jun 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Resolved | 0.76 hr | 23.7 hr | Met |
| KIR165-100303 | 16 Jun 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 7.02 hr | 1.4 days | Met |
| KIR165-100302 | 15 Jun 2026 | Incident | Mailbox delegation Email · ML · Site 2 | P1 | Closed | 1.43 hr | 15.6 hr | Met |
| KIR165-100301 | 12 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 33.98 hr | 5.5 hr | Missed |
| KIR165-100300 | 09 Jun 2026 | Incident | Distribution list change Email · ML · Remote | P4 | Resolved | — | — | n/a |
| KIR165-100299 | 06 Jun 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 0.25 hr | 1.4 days | Met |
| KIR165-100298 | 03 Jun 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | 2.87 hr | 13.0 hr | Met |
| KIR165-100297 | 02 Jun 2026 | Incident · excluded | New starter setup User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| KIR165-100296 | 01 Jun 2026 | Planned Install · excluded | New starter setup User admin · ML · Remote | P3 | Closed | — | — | n/a |
| KIR165-100295 | 29 May 2026 | Project · excluded | Retention change Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| KIR165-100294 | 28 May 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 0.95 hr | 10.1 hr | Met |
| KIR165-100293 | 27 May 2026 | Service Request | Name change request User admin · BK · Head Office | P4 | Closed | 2.71 hr | 2.0 days | Met |
| KIR165-100292 | 25 May 2026 | Incident | Leaver process User admin · AB · Branch | P4 | Resolved | 0.50 hr | 1.1 days | Met |
| KIR165-100291 | 22 May 2026 | Service Request | New starter setup User admin · ML · Remote | P2 | Resolved | 9.97 hr | 1.6 days | Missed |
| KIR165-100290 | 21 May 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P4 | Closed | 0.75 hr | 22.4 hr | Met |
| KIR165-100289 | 19 May 2026 | Incident | New extension setup Telephony · KB · Remote | P3 | Resolved | 0.36 hr | 1.1 days | Met |
| KIR165-100288 | 15 May 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 0.40 hr | 2.3 days | Met |
| KIR165-100287 | 13 May 2026 | Change | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 3.94 hr | 1.7 days | Met |
| KIR165-100286 | 12 May 2026 | Incident | Permission change User admin · KB · Branch | P2 | Closed | 5.13 hr | 2.4 days | Met |
| KIR165-100285 | 11 May 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P2 | Closed | 0.96 hr | 20.0 hr | Met |
| KIR165-100284 | 09 May 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 5.63 hr | 2.5 hr | Met |
| KIR165-100283 | 06 May 2026 | Service Request | Replacement keyboard Hardware · ML · Branch | P3 | Closed | 0.66 hr | 1.2 days | Met |
| KIR165-100282 | 05 May 2026 | Incident | New printer driver rollout Printing · TAG · Remote | P3 | Closed | 0.45 hr | 5.4 hr | Met |
| KIR165-100281 | 01 May 2026 | Incident | Spoofed email reported Email · BK · Site 2 | P4 | Resolved | 18.31 hr | 0.4 hr | Missed |
| KIR165-100280 | 29 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 1.10 hr | 18.6 hr | Met |
| KIR165-100279 | 28 Apr 2026 | Incident | Screen flickering Hardware · ML · Head Office | P4 | Closed | 9.19 hr | 1.5 days | Missed |
| KIR165-100278 | 24 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P2 | Closed | 1.30 hr | 7.2 hr | Met |
| KIR165-100277 | 23 Apr 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 4.20 hr | 5.9 hr | Met |
| KIR165-100276 | 22 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 2.33 hr | 2.2 days | Met |
| KIR165-100275 | 21 Apr 2026 | Service Request · excluded | Permission change User admin · TAG · Remote | P4 | Closed | — | — | n/a |
| KIR165-100274 | 17 Apr 2026 | Quote · excluded | Scan to email failing Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| KIR165-100273 | 16 Apr 2026 | Incident | Laptop will not boot Hardware · KB · Branch | P3 | Closed | 0.88 hr | 1.9 days | Met |
| KIR165-100272 | 13 Apr 2026 | Service Request · excluded | Leaver process User admin · SE · Head Office | P2 | Resolved | — | — | n/a |
| KIR165-100271 | 09 Apr 2026 | Service Request | Site offline Network · BK · Remote | P3 | Closed | 3.81 hr | 1.3 days | Met |
| KIR165-100270 | 08 Apr 2026 | Incident | Leaver process User admin · SE · Head Office | P2 | Resolved | 10.71 hr | 4.6 hr | Missed |
| KIR165-100269 | 07 Apr 2026 | Incident | Mailbox delegation Email · ML · Branch | P3 | Closed | 9.91 hr | 1.9 days | Missed |
| KIR165-100268 | 05 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 5.98 hr | 1.9 days | Met |
| KIR165-100267 | 03 Apr 2026 | Incident · excluded | Name change request User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| KIR165-100266 | 02 Apr 2026 | Incident | Voicemail not delivering Telephony · ML · Remote | P4 | Resolved | 0.28 hr | 11.5 hr | Met |
| KIR165-100265 | 01 Apr 2026 | Service Request · excluded | Handset registration Telephony · ML · Branch | P4 | Closed | — | — | n/a |
| KIR165-100264 | 31 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | 8.86 hr | 2.4 days | Missed |
| KIR165-100263 | 27 Mar 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Closed | 2.64 hr | 1.5 hr | Met |
| KIR165-100262 | 26 Mar 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| KIR165-100261 | 23 Mar 2026 | Quote · excluded | Phishing report triage Security · TAG · Remote | P4 | Resolved | — | — | n/a |
| KIR165-100260 | 17 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P1 | Closed | 0.89 hr | 3.2 hr | Met |
| KIR165-100259 | 15 Mar 2026 | Service Request | Site offline Network · AB · Branch | P3 | Closed | 1.19 hr | 1.7 days | Met |
| KIR165-100258 | 12 Mar 2026 | Service Request | Backup capacity review Backup · SE · Branch | P3 | Resolved | 3.39 hr | 2.4 days | Met |
| KIR165-100257 | 10 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 26.97 hr | 1.4 days | Missed |
| KIR165-100256 | 06 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Closed | 1.28 hr | 14.7 hr | Met |
| KIR165-100255 | 05 Mar 2026 | Change | Mailbox delegation Email · TAG · Branch | P3 | Closed | 0.39 hr | 1.8 days | Met |
| KIR165-100254 | 03 Mar 2026 | Change | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 0.83 hr | 1.1 days | Met |
| KIR165-100253 | 26 Feb 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 47.82 hr | 2.0 days | Missed |
| KIR165-100252 | 25 Feb 2026 | Incident · excluded | New printer driver rollout Printing · BK · Branch | P3 | Closed | — | — | n/a |
| KIR165-100251 | 20 Feb 2026 | Planned Install · excluded | Name change request User admin · BK · Remote | P3 | Closed | — | — | n/a |
| KIR165-100250 | 19 Feb 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Resolved | 0.15 hr | 1.2 days | Met |
| KIR165-100249 | 18 Feb 2026 | Quote · excluded | Toner replacement Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| KIR165-100248 | 17 Feb 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Closed | 0.52 hr | 20.1 hr | Met |
| KIR165-100247 | 11 Feb 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Resolved | 0.97 hr | 1.6 days | Met |
| KIR165-100246 | 10 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Resolved | 0.07 hr | 1.8 days | Met |
| KIR165-100245 | 06 Feb 2026 | Incident | Endpoint alert investigation Security · TAG · Site 2 | P3 | Closed | 0.20 hr | 2.0 days | Met |
| KIR165-100244 | 05 Feb 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 0.68 hr | 1.4 days | Met |
| KIR165-100243 | 03 Feb 2026 | Incident | Toner replacement Printing · KB · Branch | P2 | Resolved | 0.50 hr | 11.0 hr | Met |
| KIR165-100242 | 02 Feb 2026 | Quote · excluded | Backup job failed Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| KIR165-100241 | 01 Feb 2026 | Incident | New printer driver rollout Printing · BK · Site 2 | P3 | Closed | 1.28 hr | 1.5 days | Met |
| KIR165-100240 | 30 Jan 2026 | Project · excluded | Distribution list change Email · AB · Head Office | P3 | Closed | — | — | n/a |
| KIR165-100239 | 28 Jan 2026 | Incident · excluded | Distribution list change Email · KB · Head Office | P2 | Closed | — | — | n/a |
| KIR165-100238 | 26 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | 1.62 hr | 1.5 days | Met |
| KIR165-100237 | 24 Jan 2026 | Service Request | Site offline Network · BK · Head Office | P4 | Resolved | 46.54 hr | 1.3 days | Missed |
| KIR165-100236 | 23 Jan 2026 | Incident | New extension setup Telephony · TAG · Branch | P3 | Closed | 11.35 hr | 1.4 days | Missed |
| KIR165-100235 | 20 Jan 2026 | Incident | New extension setup Telephony · KB · Remote | P4 | Closed | 1.24 hr | 7.4 hr | Met |
| KIR165-100234 | 19 Jan 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P4 | Closed | 0.44 hr | 22.2 hr | Met |
| KIR165-100233 | 18 Jan 2026 | Incident | Voicemail not delivering Telephony · KB · Site 2 | P2 | Closed | 1.11 hr | 1.5 days | Met |
| KIR165-100232 | 16 Jan 2026 | Service Request · excluded | New printer driver rollout Printing · KB · Branch | P3 | Resolved | — | — | n/a |
| KIR165-100231 | 15 Jan 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P1 | Closed | 28.12 hr | 17.3 hr | Missed |
| KIR165-100230 | 09 Jan 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Resolved | 0.31 hr | 1.6 days | Met |
| KIR165-100229 | 07 Jan 2026 | Quote · excluded | Handset registration Telephony · BK · Branch | P4 | Closed | — | — | n/a |
| KIR165-100228 | 06 Jan 2026 | Change | Slow VPN Network · BK · Head Office | P2 | Closed | 4.77 hr | 2.2 days | Met |
| KIR165-100227 | 02 Jan 2026 | Quote · excluded | Leaver process User admin · AB · Remote | P4 | Resolved | — | — | 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.