SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 45 records in this selection sit outside that — quotes, projects and planned installs, plus 19 calls billed time and materials. They stay visible for volume context.
Service performance
105 eligible records in this yearAverage first response
5.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
86.5%
14 call(s) over the 8-hour target
First-time fix
66.7%
Where the source records the field
Volume
Contract calls
105
150 calls logged in the period
Off contract
19
£6,047.25 chargeable
Open / closed
2 / 148
Across the selected period
Data-quality gaps
1
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
105
records
- Printing17
- Microsoft 36515
- Email14
- Telephony11
- Line of business app9
- Hardware9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 105 | 5.22 hr | 86.5% | 14 | 45 |
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 | 5.72 hr | 68% | 6 |
| Stacey Thomas | 16 | 2.92 hr | 94% | 1 |
| Kelly Gregory | 10 | 2.20 hr | 100% | 0 |
| (Not recorded) | 9 | 10.43 hr | 78% | 2 |
| Anne-Marie Cable | 8 | 17.81 hr | 88% | 1 |
| Damian Armstrong | 7 | 1.23 hr | 100% | 0 |
| Chloe Dempsey | 7 | 2.06 hr | 83% | 1 |
| Julie Herbert | 6 | 9.38 hr | 83% | 1 |
| Daniel Blacker | 5 | 4.21 hr | 80% | 1 |
| Aiden Higgins | 5 | 0.77 hr | 100% | 0 |
| Rachael Parkin | 5 | 1.54 hr | 100% | 0 |
| Barry Ebbs | 4 | 4.17 hr | 75% | 1 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 118.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307010 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-03-25 17:50 | 126.42 hr | +118.4 | AB | Name change request |
| 306956 | (Not recorded) | Dell OptiPlex 3050 | 2026-01-02 11:43 | 45.01 hr | +37.0 | AB | Report not generating |
| 307097 | Julie Herbert | Apple iPhone 14 | 2026-08-14 08:25 | 41.58 hr | +33.6 | AB | Scan to email failing |
| 307044 | (Not recorded) | HP EliteBook 840 G9 | 2026-05-15 09:05 | 40.88 hr | +32.9 | SE | Spoofed email reported |
| 307070 | Karen Taylor | Ubiquiti U6-Pro | 2026-06-24 09:45 | 26.48 hr | +18.5 | KB | Permission change |
| 307094 | Karen Taylor | HP ProBook 450 G6 | 2026-08-07 11:31 | 17.80 hr | +9.8 | SE | Application crash on launch |
| 307018 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-04-06 09:58 | 14.92 hr | +6.9 | KB | Laptop will not boot |
| 307002 | Stacey Thomas | HP ProBook 450 G6 | 2026-03-13 09:38 | 12.53 hr | +4.5 | AB | Application crash on launch |
| 306986 | Karen Taylor | Apple iPhone 12 | 2026-02-17 15:43 | 11.11 hr | +3.1 | ML | Leaver process |
| 307055 | Barry Ebbs | HP ProBook 450 G6 | 2026-05-29 12:28 | 10.04 hr | +2.0 | ML | Toner replacement |
| 306972 | Karen Taylor | Dell Latitude 5440 | 2026-01-29 11:37 | 9.96 hr | +2.0 | KB | New extension setup |
| 307091 | Karen Taylor | Dell OptiPlex 3050 | 2026-08-06 11:03 | 9.56 hr | +1.6 | AB | Teams sign-in loop |
| 307007 | Daniel Blacker | Samsung Galaxy A54 | 2026-03-19 16:12 | 9.43 hr | +1.4 | SE | Switch port fault |
| 307038 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-05-07 12:46 | 8.65 hr | +0.7 | KB | Backup job failed |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 7 | 05 Jan 2026 – 06 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 5 | 02 Feb 2026 – 15 Aug 2026 |
| Stacey Thomas | Telephony | 4 | 12 Jan 2026 – 15 Jun 2026 |
| Daniel Blacker | Email / Microsoft 365 | 4 | 04 Feb 2026 – 27 Feb 2026 |
| (Not recorded) | Monitoring / server / security | 4 | 09 Mar 2026 – 30 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 3 | 06 Feb 2026 – 27 Jul 2026 |
| Karen Taylor | Printing | 3 | 16 Feb 2026 – 25 Aug 2026 |
| Karen Taylor | User administration | 3 | 17 Feb 2026 – 24 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 7010 | Email / Microsoft 365 | 5 | 05 Jan 2026 – 24 Jul 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 5 | 15 Feb 2026 – 14 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 12 Jan 2026 – 19 May 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 3 | 02 Jan 2026 – 18 Aug 2026 |
| HP EliteBook 840 G9 | Hardware | 3 | 15 Jan 2026 – 28 Apr 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 3 | 04 Feb 2026 – 08 Jul 2026 |
| HP EliteBook 840 G9 | Printing | 3 | 19 Feb 2026 – 03 Jul 2026 |
| HP ProBook 450 G6 | Printing | 3 | 30 Mar 2026 – 29 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
150 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KIR650-100470 | 25 Aug 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Closed | 1.21 hr | 15.7 hr | Met |
| KIR650-100469 | 25 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 4.44 hr | 1.8 days | Met |
| KIR650-100468 | 21 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Closed | 1.51 hr | 1.0 days | Met |
| KIR650-100467 | 19 Aug 2026 | Service Request | Restore request Backup · SE · Head Office | P4 | Resolved | 0.19 hr | 1.7 days | Met |
| KIR650-100466 | 19 Aug 2026 | Incident · excluded | Licence renewal Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| KIR650-100465 | 18 Aug 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 1.13 hr | 1.1 days | Met |
| KIR650-100464 | 15 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P4 | Resolved | 0.59 hr | 12.5 hr | Met |
| KIR650-100463 | 14 Aug 2026 | Change | Scan to email failing Printing · AB · Head Office | P2 | Closed | 41.58 hr | 12.3 hr | Missed |
| KIR650-100462 | 12 Aug 2026 | Quote · excluded | Call quality issue Telephony · KB · Remote | P3 | In Progress | — | — | n/a |
| KIR650-100461 | 10 Aug 2026 | Service Request | MFA reset Security · AB · Branch | P3 | Resolved | 4.71 hr | 2.4 hr | Met |
| KIR650-100460 | 07 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P3 | Closed | 17.80 hr | 0.3 hr | Missed |
| KIR650-100459 | 07 Aug 2026 | Incident | Name change request User admin · KB · Head Office | P1 | Closed | 1.53 hr | 9.5 hr | Met |
| KIR650-100458 | 06 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 3.33 hr | 1.1 days | Met |
| KIR650-100457 | 06 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Resolved | 9.56 hr | 10.7 hr | Missed |
| KIR650-100456 | 03 Aug 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Closed | 0.70 hr | 1.1 days | Met |
| KIR650-100455 | 31 Jul 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Closed | 0.99 hr | 0.8 hr | Met |
| KIR650-100454 | 28 Jul 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Resolved | — | — | n/a |
| KIR650-100453 | 27 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Resolved | 5.67 hr | 2.4 days | Met |
| KIR650-100452 | 24 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Branch | P2 | Closed | 0.67 hr | 1.9 days | Met |
| KIR650-100451 | 23 Jul 2026 | Incident | Leaver process User admin · BK · Remote | P3 | Resolved | 5.41 hr | 11.1 hr | Met |
| KIR650-100450 | 22 Jul 2026 | Incident | New printer driver rollout Printing · SE · Remote | P4 | Closed | 3.35 hr | 2.3 days | Met |
| KIR650-100449 | 20 Jul 2026 | Quote · excluded | Scan to email failing Printing · KB · Branch | P1 | Open | — | — | n/a |
| KIR650-100448 | 15 Jul 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P2 | Resolved | 0.37 hr | 1.0 days | Met |
| KIR650-100447 | 14 Jul 2026 | Incident | Message quarantined Email · TAG · Head Office | P4 | Closed | 3.74 hr | 2.1 days | Met |
| KIR650-100446 | 13 Jul 2026 | Service Request · excluded | Printer offline Printing · AB · Branch | P3 | Resolved | — | — | n/a |
| KIR650-100445 | 10 Jul 2026 | Quote · excluded | Restore request Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| KIR650-100444 | 09 Jul 2026 | Service Request | Toner replacement Printing · SE · Remote | P4 | Closed | 1.41 hr | 2.2 days | Met |
| KIR650-100443 | 09 Jul 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P4 | Closed | — | — | n/a |
| KIR650-100442 | 08 Jul 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Closed | 0.23 hr | 21.2 hr | Met |
| KIR650-100441 | 03 Jul 2026 | Service Request | Scan to email failing Printing · BK · Site 2 | P3 | Resolved | 0.47 hr | 2.4 days | Met |
| KIR650-100440 | 30 Jun 2026 | Service Request | Switch port fault Network · SE · Head Office | P3 | Resolved | 0.15 hr | 1.2 days | Met |
| KIR650-100439 | 29 Jun 2026 | Service Request · excluded | MFA reset Security · BK · Head Office | P4 | Closed | — | — | n/a |
| KIR650-100438 | 26 Jun 2026 | Incident | Application crash on launch Line of business app · TAG · Site 2 | P4 | Resolved | 3.51 hr | 2.0 days | Met |
| KIR650-100437 | 25 Jun 2026 | Change | New extension setup Telephony · AB · Remote | P1 | Resolved | 7.24 hr | 1.9 hr | Met |
| KIR650-100436 | 24 Jun 2026 | Change | Permission change User admin · KB · Head Office | P4 | Resolved | 26.48 hr | 2.3 days | Missed |
| KIR650-100435 | 22 Jun 2026 | Change | Spoofed email reported Email · BK · Head Office | P3 | Resolved | — | — | n/a |
| KIR650-100434 | 19 Jun 2026 | Quote · excluded | Switch port fault Network · ML · Head Office | P3 | Resolved | — | — | n/a |
| KIR650-100433 | 18 Jun 2026 | Incident | Database timeout Line of business app · TAG · Branch | P2 | Closed | 3.34 hr | 2.9 hr | Met |
| KIR650-100432 | 17 Jun 2026 | Project · excluded | Handset registration Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| KIR650-100431 | 16 Jun 2026 | Incident | Backup job failed Backup · SE · Head Office | P2 | Closed | 1.31 hr | 1.2 days | Met |
| KIR650-100430 | 15 Jun 2026 | Change | Handset registration Telephony · BK · Head Office | P2 | Resolved | 1.09 hr | 14.2 hr | Met |
| KIR650-100429 | 12 Jun 2026 | Service Request | Call quality issue Telephony · KB · Branch | P4 | Resolved | 5.11 hr | 2.4 days | Met |
| KIR650-100428 | 11 Jun 2026 | Service Request · excluded | Retention change Backup · KB · Site 2 | P4 | Closed | — | — | n/a |
| KIR650-100427 | 10 Jun 2026 | Quote · excluded | Endpoint alert investigation Security · AB · Head Office | P4 | Closed | — | — | n/a |
| KIR650-100426 | 09 Jun 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | 0.08 hr | 2.2 days | Met |
| KIR650-100425 | 08 Jun 2026 | Change | Toner replacement Printing · TAG · Head Office | P2 | Closed | 0.17 hr | 1.2 days | Met |
| KIR650-100424 | 05 Jun 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 0.84 hr | 2.2 days | Met |
| KIR650-100423 | 04 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P2 | Resolved | 0.20 hr | 1.9 days | Met |
| KIR650-100422 | 02 Jun 2026 | Service Request · excluded | Database timeout Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| KIR650-100421 | 29 May 2026 | Incident | Toner replacement Printing · ML · Head Office | P4 | Closed | 10.04 hr | 1.5 days | Missed |
| KIR650-100420 | 28 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.90 hr | 12.4 hr | Met |
| KIR650-100419 | 27 May 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Closed | 0.61 hr | 1.3 days | Met |
| KIR650-100418 | 26 May 2026 | Planned Install · excluded | Replacement keyboard Hardware · SE · Head Office | P2 | Closed | — | — | n/a |
| KIR650-100417 | 22 May 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 0.71 hr | 1.3 days | Met |
| KIR650-100416 | 21 May 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P3 | Resolved | 4.22 hr | 10.8 hr | Met |
| KIR650-100415 | 20 May 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 0.93 hr | 1.1 days | Met |
| KIR650-100414 | 19 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | 0.34 hr | 18.6 hr | Met |
| KIR650-100413 | 18 May 2026 | Project · excluded | Voicemail not delivering Telephony · TAG · Head Office | P4 | Resolved | — | — | n/a |
| KIR650-100412 | 18 May 2026 | Incident · excluded | Suspicious sign-in review Security · TAG · Remote | P4 | Closed | — | — | n/a |
| KIR650-100411 | 15 May 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| KIR650-100410 | 15 May 2026 | Incident | Spoofed email reported Email · SE · Head Office | P3 | Closed | 40.88 hr | 1.3 days | Missed |
| KIR650-100409 | 14 May 2026 | Incident · excluded | Distribution list change Email · AB · Head Office | P4 | Resolved | — | — | n/a |
| KIR650-100408 | 14 May 2026 | Incident · excluded | Spoofed email reported Email · SE · Site 2 | P3 | Closed | — | — | n/a |
| KIR650-100407 | 13 May 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · AB · Branch | P3 | Resolved | — | — | n/a |
| KIR650-100406 | 11 May 2026 | Service Request | Site offline Network · KB · Head Office | P3 | Closed | 0.45 hr | 2.4 days | Met |
| KIR650-100405 | 08 May 2026 | Incident · excluded | MFA reset Security · BK · Head Office | P3 | Closed | — | — | n/a |
| KIR650-100404 | 07 May 2026 | Incident | Backup job failed Backup · KB · Head Office | P4 | Resolved | 8.65 hr | 2.0 days | Missed |
| KIR650-100403 | 06 May 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P2 | Closed | 3.33 hr | 14.8 hr | Met |
| KIR650-100402 | 05 May 2026 | Incident | Laptop will not boot Hardware · KB · Branch | P3 | Closed | 1.34 hr | 1.4 days | Met |
| KIR650-100401 | 04 May 2026 | Change | New starter setup User admin · SE · Head Office | P3 | Closed | 5.43 hr | 22.8 hr | Met |
| KIR650-100400 | 01 May 2026 | Project · excluded | Outlook not syncing Microsoft 365 · KB · Branch | P3 | Closed | — | — | n/a |
| KIR650-100399 | 30 Apr 2026 | Service Request | Leaver process User admin · SE · Head Office | P4 | Closed | 0.67 hr | 8.7 hr | Met |
| KIR650-100398 | 29 Apr 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 0.78 hr | 2.1 days | Met |
| KIR650-100397 | 28 Apr 2026 | Change | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 0.94 hr | 10.0 hr | Met |
| KIR650-100396 | 27 Apr 2026 | Incident | Site offline Network · TAG · Head Office | P2 | Closed | 1.02 hr | 21.5 hr | Met |
| KIR650-100395 | 23 Apr 2026 | Service Request | Phishing report triage Security · ML · Head Office | P2 | Closed | 1.17 hr | 1.1 days | Met |
| KIR650-100394 | 21 Apr 2026 | Quote · excluded | Endpoint alert investigation Security · AB · Site 2 | P1 | Closed | — | — | n/a |
| KIR650-100393 | 20 Apr 2026 | Service Request | Toner replacement Printing · KB · Remote | P3 | Closed | 0.94 hr | 3.7 hr | Met |
| KIR650-100392 | 20 Apr 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P4 | Closed | 0.17 hr | 8.7 hr | Met |
| KIR650-100391 | 17 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Closed | 2.02 hr | 1.7 hr | Met |
| KIR650-100390 | 16 Apr 2026 | Service Request | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 0.16 hr | 16.2 hr | Met |
| KIR650-100389 | 15 Apr 2026 | Service Request | Mailbox delegation Email · AB · Site 2 | P3 | Closed | 1.32 hr | 5.6 hr | Met |
| KIR650-100388 | 14 Apr 2026 | Planned Install · excluded | New extension setup Telephony · AB · Head Office | P2 | Resolved | — | — | n/a |
| KIR650-100387 | 10 Apr 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · ML · Branch | P2 | Closed | — | — | n/a |
| KIR650-100386 | 10 Apr 2026 | Change | Mailbox delegation Email · TAG · Head Office | P4 | Resolved | 0.18 hr | 19.4 hr | Met |
| KIR650-100385 | 07 Apr 2026 | Service Request | Mailbox delegation Email · TAG · Branch | P3 | Closed | 0.62 hr | 1.8 days | Met |
| KIR650-100384 | 06 Apr 2026 | Incident | Laptop will not boot Hardware · KB · Branch | P3 | Closed | 14.92 hr | 3.5 hr | Missed |
| KIR650-100383 | 06 Apr 2026 | Change | New printer driver rollout Printing · BK · Head Office | P2 | Closed | 0.82 hr | 22.6 hr | Met |
| KIR650-100382 | 03 Apr 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| KIR650-100381 | 01 Apr 2026 | Planned Install · excluded | Database timeout Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| KIR650-100380 | 31 Mar 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 4.99 hr | 1.0 days | Met |
| KIR650-100379 | 30 Mar 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Resolved | 0.24 hr | 2.0 days | Met |
| KIR650-100378 | 27 Mar 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 1.08 hr | 1.9 days | Met |
| KIR650-100377 | 26 Mar 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 0.29 hr | 1.5 days | Met |
| KIR650-100376 | 25 Mar 2026 | Service Request | Name change request User admin · AB · Head Office | P4 | Closed | 126.42 hr | 10.2 hr | Missed |
| KIR650-100375 | 23 Mar 2026 | Quote · excluded | Toner replacement Printing · TAG · Branch | P2 | Closed | — | — | n/a |
| KIR650-100374 | 20 Mar 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 2.46 hr | 1.5 hr | Met |
| KIR650-100373 | 19 Mar 2026 | Service Request | Switch port fault Network · SE · Head Office | P2 | Closed | 9.43 hr | 1.7 days | Missed |
| KIR650-100372 | 19 Mar 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Resolved | 5.51 hr | 16.5 hr | Met |
| KIR650-100371 | 18 Mar 2026 | Project · excluded | Backup capacity review Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| KIR650-100370 | 17 Mar 2026 | Incident · excluded | Spoofed email reported Email · SE · Head Office | P3 | Closed | — | — | n/a |
| KIR650-100369 | 14 Mar 2026 | Project · excluded | Printer offline Printing · AB · Remote | P2 | Closed | — | — | n/a |
| KIR650-100368 | 13 Mar 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P4 | Closed | 12.53 hr | 2.0 days | Missed |
| KIR650-100367 | 12 Mar 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | — | — | n/a |
| KIR650-100366 | 12 Mar 2026 | Service Request | Docking station not detected Hardware · TAG · Remote | P4 | Resolved | 3.22 hr | 12.6 hr | Met |
| KIR650-100365 | 11 Mar 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | 0.94 hr | 2.1 days | Met |
| KIR650-100364 | 09 Mar 2026 | Change | Endpoint alert investigation Security · ML · Branch | P3 | Closed | 0.09 hr | 1.3 days | Met |
| KIR650-100363 | 06 Mar 2026 | Incident | Toner replacement Printing · BK · Head Office | P3 | Closed | 7.85 hr | 2.0 days | Met |
| KIR650-100362 | 05 Mar 2026 | Planned Install · excluded | Name change request User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| KIR650-100361 | 04 Mar 2026 | Service Request · excluded | Site offline Network · BK · Head Office | P2 | Resolved | — | — | n/a |
| KIR650-100360 | 03 Mar 2026 | Service Request · excluded | Call quality issue Telephony · SE · Remote | P3 | Closed | — | — | n/a |
| KIR650-100359 | 27 Feb 2026 | Incident | Distribution list change Email · ML · Head Office | P3 | Closed | 4.25 hr | 1.6 days | Met |
| KIR650-100358 | 26 Feb 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| KIR650-100357 | 25 Feb 2026 | Service Request | Restore request Backup · AB · Head Office | P3 | Resolved | 0.27 hr | 1.1 days | Met |
| KIR650-100356 | 23 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Closed | 1.40 hr | 12.5 hr | Met |
| KIR650-100355 | 23 Feb 2026 | Incident | Printer offline Printing · SE · Branch | P3 | Resolved | 0.08 hr | 4.3 hr | Met |
| KIR650-100354 | 19 Feb 2026 | Service Request | New printer driver rollout Printing · BK · Site 2 | P3 | Resolved | 3.00 hr | 1.8 days | Met |
| KIR650-100353 | 18 Feb 2026 | Service Request · excluded | Spoofed email reported Email · KB · Remote | P3 | Closed | — | — | n/a |
| KIR650-100352 | 17 Feb 2026 | Change | Leaver process User admin · ML · Head Office | P4 | Closed | 11.11 hr | 1.6 days | Missed |
| KIR650-100351 | 16 Feb 2026 | Change | Scan to email failing Printing · AB · Site 2 | P4 | Closed | 0.40 hr | 1.3 days | Met |
| KIR650-100350 | 15 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 1.13 hr | 1.9 days | Met |
| KIR650-100349 | 13 Feb 2026 | Project · excluded | MFA reset Security · KB · Head Office | P3 | Closed | — | — | n/a |
| KIR650-100348 | 12 Feb 2026 | Change | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | 0.24 hr | 1.3 days | Met |
| KIR650-100347 | 12 Feb 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Remote | P3 | Resolved | — | — | n/a |
| KIR650-100346 | 11 Feb 2026 | Incident | Screen flickering Hardware · KB · Branch | P3 | Resolved | 0.21 hr | 1.8 days | Met |
| KIR650-100345 | 10 Feb 2026 | Change | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 1.47 hr | 1.4 days | Met |
| KIR650-100344 | 06 Feb 2026 | Service Request | Distribution list change Email · AB · Remote | P3 | Closed | 0.33 hr | 1.4 days | Met |
| KIR650-100343 | 04 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Branch | P2 | Closed | 0.81 hr | 1.4 days | Met |
| KIR650-100342 | 04 Feb 2026 | Incident | Spoofed email reported Email · BK · Site 2 | P3 | Resolved | 4.82 hr | 2.5 days | Met |
| KIR650-100341 | 02 Feb 2026 | Incident | Backup capacity review Backup · BK · Remote | P3 | Closed | 7.69 hr | 2.3 days | Met |
| KIR650-100340 | 02 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P1 | Resolved | 3.71 hr | 2.0 hr | Met |
| KIR650-100339 | 30 Jan 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Resolved | 0.60 hr | 2.3 days | Met |
| KIR650-100338 | 29 Jan 2026 | Incident | New extension setup Telephony · KB · Head Office | P2 | Resolved | 9.96 hr | 1.7 days | Missed |
| KIR650-100337 | 28 Jan 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Resolved | 0.54 hr | 2.3 days | Met |
| KIR650-100336 | 27 Jan 2026 | Quote · excluded | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | — | — | n/a |
| KIR650-100335 | 26 Jan 2026 | Incident | Restore request Backup · ML · Head Office | P4 | Resolved | 1.74 hr | 8.8 hr | Met |
| KIR650-100334 | 22 Jan 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| KIR650-100333 | 16 Jan 2026 | Planned Install · excluded | Leaver process User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| KIR650-100332 | 15 Jan 2026 | Incident | Docking station not detected Hardware · BK · Remote | P3 | Closed | 0.21 hr | 1.6 days | Met |
| KIR650-100331 | 14 Jan 2026 | Incident | Docking station not detected Hardware · BK · Site 2 | P2 | Resolved | 1.24 hr | 1.7 days | Met |
| KIR650-100330 | 13 Jan 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Site 2 | P3 | Resolved | 0.16 hr | 2.0 days | Met |
| KIR650-100329 | 12 Jan 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Closed | 0.18 hr | 2.3 days | Met |
| KIR650-100328 | 12 Jan 2026 | Incident | Handset registration Telephony · TAG · Site 2 | P3 | Closed | 0.61 hr | 15.9 hr | Met |
| KIR650-100327 | 09 Jan 2026 | Service Request · excluded | Backup job failed Backup · SE · Remote | P3 | Closed | — | — | n/a |
| KIR650-100326 | 07 Jan 2026 | Service Request | Replacement keyboard Hardware · BK · Remote | P3 | Resolved | 1.13 hr | 2.3 days | Met |
| KIR650-100325 | 05 Jan 2026 | Change | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Closed | 0.67 hr | 1.2 days | Met |
| KIR650-100324 | 03 Jan 2026 | Planned Install · excluded | Endpoint alert investigation Security · AB · Site 2 | P3 | Closed | — | — | n/a |
| KIR650-100323 | 02 Jan 2026 | Incident | Distribution list change Email · AB · Remote | P4 | Closed | 1.08 hr | 2.0 days | Met |
| KIR650-100322 | 02 Jan 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 45.01 hr | 1.3 days | Missed |
| KIR650-100321 | 01 Jan 2026 | Quote · excluded | Permission change User admin · TAG · Head Office | P3 | 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.