SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 297 records in this selection sit outside that — quotes, projects and planned installs, plus 124 calls billed time and materials. They stay visible for volume context.
Service performance
719 eligible records in this yearAverage first response
5.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
86.4%
93 call(s) over the 8-hour target
First-time fix
72.5%
Where the source records the field
Volume
Contract calls
719
1,016 calls logged in the period
Off contract
124
£39,666.75 chargeable
Open / closed
28 / 988
Across the selected period
Data-quality gaps
33
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
719
records
- User admin86
- Hardware83
- Telephony80
- Line of business app77
- Network73
- Backup70
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 719 | 5.32 hr | 86.4% | 93 | 297 |
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 | 92 | 3.63 hr | 91% | 8 |
| Anne-Marie Cable | 89 | 6.56 hr | 83% | 14 |
| Stacey Thomas | 85 | 3.62 hr | 90% | 8 |
| (Not recorded) | 69 | 3.10 hr | 90% | 7 |
| Kelly Gregory | 56 | 7.35 hr | 80% | 11 |
| Chloe Dempsey | 54 | 5.27 hr | 85% | 8 |
| Barry Ebbs | 50 | 7.38 hr | 87% | 6 |
| Damian Armstrong | 43 | 6.10 hr | 88% | 5 |
| Daniel Blacker | 43 | 5.08 hr | 83% | 7 |
| Rachael Parkin | 38 | 6.32 hr | 78% | 8 |
| Julie Herbert | 36 | 10.64 hr | 76% | 8 |
| Phil Jenkins | 33 | 5.12 hr | 90% | 3 |
93 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 132.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 310365 | Barry Ebbs | Canon imageRUNNER 2630 | 2026-02-23 08:02 | 140.40 hr | +132.4 | ML | Message quarantined |
| 310287 | Kelly Gregory | HP ProDesk 400 G7 | 2026-02-04 09:34 | 131.57 hr | +123.6 | ML | Spoofed email reported |
| 310969 | Julie Herbert | Dell Latitude E7470 | 2026-07-20 16:43 | 131.09 hr | +123.1 | KB | New starter setup |
| 310330 | Damian Armstrong | Dell Latitude 5440 | 2026-02-13 16:17 | 116.10 hr | +108.1 | ML | SharePoint permission request |
| 310254 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-01-28 14:07 | 111.82 hr | +103.8 | KB | Scan to email failing |
| 310830 | Chloe Dempsey | Dell Latitude 7420 | 2026-06-17 08:30 | 58.02 hr | +50.0 | BK | Retention change |
| 310702 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-19 08:04 | 55.64 hr | +47.6 | ML | Leaver process |
| 310673 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-05-12 14:32 | 55.02 hr | +47.0 | BK | Call quality issue |
| 310633 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-04-24 12:36 | 47.27 hr | +39.3 | SE | Mailbox delegation |
| 310466 | Julie Herbert | Dell PowerEdge R640 | 2026-03-17 15:28 | 46.31 hr | +38.3 | TAG | SharePoint permission request |
| 310525 | Kelly Gregory | HP ProDesk 400 G7 | 2026-03-30 15:57 | 46.00 hr | +38.0 | KB | Database timeout |
| 310528 | Julie Herbert | Dell Latitude 7420 | 2026-03-31 09:49 | 45.53 hr | +37.5 | KB | Message quarantined |
| 310191 | Rachael Parkin | HP ProBook 450 G6 | 2026-01-14 12:29 | 44.62 hr | +36.6 | BK | Leaver process |
| 310422 | Karen Taylor | Dell OptiPlex 7010 | 2026-03-05 14:05 | 43.78 hr | +35.8 | KB | Outlook not syncing |
| 310363 | Karen Taylor | Apple iPhone 14 | 2026-02-20 13:48 | 43.35 hr | +35.4 | TAG | OneDrive sync conflict |
| 310148 | Chloe Dempsey | Dell Latitude E7470 | 2026-01-07 10:07 | 41.88 hr | +33.9 | AB | Permission change |
| 310428 | Phil Jenkins | Apple iPhone 12 | 2026-03-06 09:07 | 40.95 hr | +33.0 | ML | Switch port fault |
| 310437 | (Not recorded) | Dell Latitude E7470 | 2026-03-10 15:01 | 39.28 hr | +31.3 | SE | New printer driver rollout |
| 310550 | Rachael Parkin | Apple MacBook Air M2 | 2026-04-03 09:15 | 38.74 hr | +30.7 | SE | Backup job failed |
| 310299 | Barry Ebbs | Dell Latitude E7470 | 2026-02-06 16:42 | 38.07 hr | +30.1 | KB | Retention change |
| 310522 | Barry Ebbs | Apple MacBook Air M2 | 2026-03-30 13:49 | 36.52 hr | +28.5 | SE | New extension setup |
| 310563 | Damian Armstrong | Dell PowerEdge R640 | 2026-04-08 08:40 | 36.40 hr | +28.4 | SE | Slow VPN |
| 310833 | Rachael Parkin | Apple MacBook Air M2 | 2026-06-17 08:50 | 33.82 hr | +25.8 | SE | Outlook not syncing |
| 310662 | Anne-Marie Cable | Dell Latitude 5440 | 2026-05-10 16:07 | 33.81 hr | +25.8 | BK | Outlook not syncing |
| 310769 | Kelly Gregory | Samsung Galaxy A54 | 2026-06-02 14:00 | 33.32 hr | +25.3 | SE | Retention change |
| 311109 | Stacey Thomas | Dell Latitude E7470 | 2026-08-20 16:39 | 32.83 hr | +24.8 | KB | Slow VPN |
| 310364 | Chloe Dempsey | Samsung Galaxy A54 | 2026-02-20 11:14 | 32.71 hr | +24.7 | SE | Spoofed email reported |
| 310181 | Stacey Thomas | Apple MacBook Air M2 | 2026-01-13 14:13 | 32.25 hr | +24.3 | BK | Teams sign-in loop |
| 310292 | Daniel Blacker | Apple MacBook Air M2 | 2026-02-05 14:13 | 30.91 hr | +22.9 | SE | Handset registration |
| 310604 | Daniel Blacker | Dell Latitude E7470 | 2026-04-16 15:17 | 30.02 hr | +22.0 | AB | Teams sign-in loop |
| 310251 | Karen Taylor | Apple iPhone 12 | 2026-01-27 11:38 | 28.02 hr | +20.0 | ML | Phishing report triage |
| 310521 | Julie Herbert | Apple MacBook Air M2 | 2026-03-30 10:56 | 26.19 hr | +18.2 | ML | OneDrive sync conflict |
| 310641 | Stacey Thomas | Apple MacBook Air M2 | 2026-04-28 17:21 | 24.82 hr | +16.8 | SE | Printer offline |
| 310630 | (Not recorded) | Apple MacBook Air M2 | 2026-04-24 12:02 | 23.49 hr | +15.5 | AB | Permission change |
| 310378 | Daniel Blacker | Dell Latitude 7420 | 2026-02-25 14:39 | 22.60 hr | +14.6 | TAG | OneDrive sync conflict |
| 310399 | Kelly Gregory | Samsung Galaxy S23 | 2026-03-03 17:46 | 21.40 hr | +13.4 | TAG | Spoofed email reported |
| 310235 | Chloe Dempsey | Apple iPhone 14 | 2026-01-22 13:34 | 20.59 hr | +12.6 | AB | Report not generating |
| 310970 | Daniel Blacker | Dell Latitude 5440 | 2026-07-20 10:31 | 20.36 hr | +12.4 | BK | Switch port fault |
| 310408 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-03-04 09:04 | 19.90 hr | +11.9 | AB | Database timeout |
| 310232 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-01-21 08:54 | 18.39 hr | +10.4 | ML | Toner replacement |
| 310752 | Julie Herbert | HP ProDesk 400 G7 | 2026-05-28 17:55 | 18.23 hr | +10.2 | AB | Endpoint alert investigation |
| 310147 | Kelly Gregory | Apple MacBook Air M2 | 2026-01-07 10:51 | 17.69 hr | +9.7 | SE | Outlook not syncing |
| 310443 | Anne-Marie Cable | Dell Latitude E7470 | 2026-03-11 08:24 | 16.07 hr | +8.1 | ML | Phishing report triage |
| 310538 | Anne-Marie Cable | Dell Latitude E7470 | 2026-04-01 17:05 | 15.29 hr | +7.3 | SE | Phishing report triage |
| 310926 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-07-09 16:34 | 14.99 hr | +7.0 | BK | Backup capacity review |
| 310819 | Daniel Blacker | HP ProBook 450 G6 | 2026-06-15 15:06 | 14.97 hr | +7.0 | SE | Database timeout |
| 310839 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-06-19 10:04 | 14.88 hr | +6.9 | SE | Application crash on launch |
| 310547 | Damian Armstrong | Samsung Galaxy S23 | 2026-04-03 16:28 | 14.56 hr | +6.6 | AB | Database timeout |
| 311019 | Barry Ebbs | HP ProDesk 400 G7 | 2026-07-30 14:08 | 14.35 hr | +6.3 | KB | Name change request |
| 310829 | Anne-Marie Cable | Dell Latitude 7420 | 2026-06-17 10:34 | 13.57 hr | +5.6 | BK | Call quality issue |
| 310322 | Damian Armstrong | Samsung Galaxy A54 | 2026-02-12 17:28 | 12.75 hr | +4.8 | TAG | Permission change |
| 310185 | Rachael Parkin | Apple iPhone 12 | 2026-01-13 13:04 | 12.44 hr | +4.4 | ML | Suspicious sign-in review |
| 310223 | Kelly Gregory | Dell Latitude E7470 | 2026-01-20 11:19 | 11.92 hr | +3.9 | SE | Scan to email failing |
| 310836 | Stacey Thomas | Apple MacBook Air M2 | 2026-06-19 16:03 | 11.81 hr | +3.8 | SE | Name change request |
| 310581 | Rachael Parkin | Apple MacBook Air M2 | 2026-04-10 13:44 | 11.65 hr | +3.6 | BK | Report not generating |
| 310517 | Kelly Gregory | Dell OptiPlex 3050 | 2026-03-29 10:56 | 11.61 hr | +3.6 | AB | Outlook not syncing |
| 311030 | Chloe Dempsey | Apple MacBook Air M2 | 2026-07-31 12:50 | 11.60 hr | +3.6 | SE | New starter setup |
| 310749 | Karen Taylor | Dell OptiPlex 3050 | 2026-05-28 14:13 | 11.53 hr | +3.5 | AB | Call quality issue |
| 310118 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-01-01 10:55 | 11.50 hr | +3.5 | KB | MFA reset |
| 310638 | Anne-Marie Cable | Dell Latitude E7470 | 2026-04-27 11:56 | 11.50 hr | +3.5 | BK | SharePoint permission request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 22 | 01 Jan 2026 – 17 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 20 | 02 Jan 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 19 | 01 Jan 2026 – 25 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 17 | 22 Jan 2026 – 05 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 15 | 06 Jan 2026 – 17 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 14 | 02 Jan 2026 – 10 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 14 | 29 Jan 2026 – 24 Aug 2026 |
| Stacey Thomas | Hardware | 13 | 02 Jan 2026 – 31 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Email / Microsoft 365 | 16 | 07 Jan 2026 – 17 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 14 | 09 Jan 2026 – 25 Aug 2026 |
| Apple iPhone 14 | Monitoring / server / security | 13 | 02 Jan 2026 – 17 Aug 2026 |
| Apple MacBook Air M2 | Hardware | 12 | 12 Jan 2026 – 13 Aug 2026 |
| Dell Latitude 7420 | Hardware | 12 | 06 Feb 2026 – 31 Jul 2026 |
| Dell Latitude 7420 | Line of business app | 11 | 12 Jan 2026 – 25 Aug 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 11 | 12 Jan 2026 – 24 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 11 | 17 Feb 2026 – 25 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
1,016 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KIR684-103179 | 25 Aug 2026 | Incident | Permission change User admin · ML · Branch | P2 | Closed | 1.01 hr | 23.1 hr | Met |
| KIR684-103178 | 25 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Site 2 | P3 | Closed | 2.33 hr | 12.3 hr | Met |
| KIR684-103177 | 25 Aug 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 0.74 hr | 1.8 days | Met |
| KIR684-103176 | 25 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P2 | Closed | 1.35 hr | 1.1 days | Met |
| KIR684-103175 | 25 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Branch | P1 | Open | — | — | n/a |
| KIR684-103174 | 25 Aug 2026 | Service Request | Phishing report triage Security · SE · Head Office | P3 | Closed | 0.42 hr | 4.9 hr | Met |
| KIR684-103173 | 25 Aug 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | In Progress | — | — | n/a |
| KIR684-103172 | 25 Aug 2026 | Incident | Site offline Network · TAG · Remote | P3 | In Progress | — | — | n/a |
| KIR684-103171 | 25 Aug 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P4 | Closed | 0.40 hr | 1.4 days | Met |
| KIR684-103170 | 25 Aug 2026 | Change | Site offline Network · AB · Remote | P4 | Closed | 1.30 hr | 1.1 days | Met |
| KIR684-103169 | 25 Aug 2026 | Incident | Name change request User admin · AB · Branch | P3 | In Progress | — | — | n/a |
| KIR684-103168 | 24 Aug 2026 | Service Request | Backup job failed Backup · ML · Head Office | P3 | In Progress | — | — | n/a |
| KIR684-103167 | 24 Aug 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Open | — | — | n/a |
| KIR684-103166 | 24 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | Closed | 5.73 hr | 1.6 days | Met |
| KIR684-103165 | 21 Aug 2026 | Incident | Laptop will not boot Hardware · ML · Site 2 | P4 | Resolved | 1.95 hr | 2.5 days | Met |
| KIR684-103164 | 21 Aug 2026 | Change · excluded | Suspicious sign-in review Security · BK · Site 2 | P3 | Resolved | — | — | n/a |
| KIR684-103163 | 21 Aug 2026 | Change | Name change request User admin · AB · Site 2 | P4 | Closed | 1.15 hr | 2.5 days | Met |
| KIR684-103162 | 21 Aug 2026 | Service Request · excluded | Printer offline Printing · KB · Head Office | P2 | Resolved | — | — | n/a |
| KIR684-103161 | 21 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 0.11 hr | 1.3 days | Met |
| KIR684-103160 | 21 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 4.48 hr | 3.7 hr | Met |
| KIR684-103159 | 21 Aug 2026 | Project · excluded | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| KIR684-103158 | 20 Aug 2026 | Incident | Licence renewal Line of business app · BK · Branch | P3 | Open | — | — | n/a |
| KIR684-103157 | 20 Aug 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Resolved | 32.83 hr | 21.0 hr | Missed |
| KIR684-103156 | 20 Aug 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Open | — | — | n/a |
| KIR684-103155 | 20 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Branch | P2 | Open | — | — | n/a |
| KIR684-103154 | 19 Aug 2026 | Project · excluded | Leaver process User admin · AB · Head Office | P2 | In Progress | — | — | n/a |
| KIR684-103153 | 19 Aug 2026 | Service Request | Permission change User admin · TAG · Head Office | P1 | Closed | 4.18 hr | 8.2 hr | Met |
| KIR684-103152 | 19 Aug 2026 | Change | Call quality issue Telephony · SE · Head Office | P3 | Closed | 5.35 hr | 2.3 days | Met |
| KIR684-103151 | 18 Aug 2026 | Incident | Screen flickering Hardware · ML · Branch | P4 | Closed | 8.97 hr | 2.2 days | Missed |
| KIR684-103150 | 18 Aug 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| KIR684-103149 | 18 Aug 2026 | Incident | Retention change Backup · TAG · Head Office | P2 | Resolved | 1.10 hr | 2.1 days | Met |
| KIR684-103148 | 18 Aug 2026 | Incident | New starter setup User admin · BK · Head Office | P4 | Closed | 10.47 hr | 1.7 days | Missed |
| KIR684-103147 | 18 Aug 2026 | Incident | New extension setup Telephony · ML · Remote | P2 | Closed | 1.61 hr | 13.8 hr | Met |
| KIR684-103146 | 18 Aug 2026 | Service Request | Handset registration Telephony · AB · Head Office | P4 | Closed | 5.77 hr | 2.2 days | Met |
| KIR684-103145 | 17 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P2 | Closed | 0.94 hr | 1.9 days | Met |
| KIR684-103144 | 17 Aug 2026 | Service Request | Retention change Backup · ML · Head Office | P3 | Closed | 1.09 hr | 3.9 hr | Met |
| KIR684-103143 | 17 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Branch | P4 | Closed | 0.63 hr | 7.6 hr | Met |
| KIR684-103142 | 17 Aug 2026 | Incident | MFA reset Security · KB · Branch | P3 | Resolved | 1.09 hr | 5.0 hr | Met |
| KIR684-103141 | 17 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P2 | Closed | 1.14 hr | 1.5 days | Met |
| KIR684-103140 | 17 Aug 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Resolved | 2.13 hr | 23.2 hr | Met |
| KIR684-103139 | 14 Aug 2026 | Service Request · excluded | Laptop will not boot Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| KIR684-103138 | 14 Aug 2026 | Service Request | Voicemail not delivering Telephony · SE · Remote | P3 | Closed | 2.62 hr | 2.0 days | Met |
| KIR684-103137 | 14 Aug 2026 | Incident | Report not generating Line of business app · ML · Remote | P4 | Resolved | 1.25 hr | 20.0 hr | Met |
| KIR684-103136 | 14 Aug 2026 | Incident · excluded | Docking station not detected Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| KIR684-103135 | 14 Aug 2026 | Planned Install · excluded | New extension setup Telephony · KB · Head Office | P4 | Open | — | — | n/a |
| KIR684-103134 | 13 Aug 2026 | Incident | Report not generating Line of business app · SE · Site 2 | P3 | Closed | 0.52 hr | 1.6 days | Met |
| KIR684-103133 | 13 Aug 2026 | Service Request | Backup job failed Backup · AB · Head Office | P4 | Resolved | 0.06 hr | 2.0 days | Met |
| KIR684-103132 | 13 Aug 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P2 | Closed | 5.60 hr | 1.3 days | Met |
| KIR684-103131 | 13 Aug 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 6.51 hr | 1.5 days | Met |
| KIR684-103130 | 13 Aug 2026 | Service Request | Docking station not detected Hardware · TAG · Branch | P3 | Resolved | 3.55 hr | 23.4 hr | Met |
| KIR684-103129 | 13 Aug 2026 | Incident | New starter setup User admin · BK · Remote | P4 | Resolved | 8.01 hr | 1.7 days | Missed |
| KIR684-103128 | 13 Aug 2026 | Service Request | Voicemail not delivering Telephony · SE · Remote | P2 | Closed | 4.18 hr | 2.1 days | Met |
| KIR684-103127 | 13 Aug 2026 | Quote · excluded | Docking station not detected Hardware · AB · Remote | P3 | Resolved | — | — | n/a |
| KIR684-103126 | 12 Aug 2026 | Incident · excluded | Suspicious sign-in review Security · AB · Head Office | P4 | Closed | — | — | n/a |
| KIR684-103125 | 12 Aug 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Closed | 1.06 hr | 1.1 days | Met |
| KIR684-103124 | 11 Aug 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Closed | 5.18 hr | 19.0 hr | Met |
| KIR684-103123 | 11 Aug 2026 | Quote · excluded | Laptop will not boot Hardware · TAG · Branch | P4 | Open | — | — | n/a |
| KIR684-103122 | 11 Aug 2026 | Incident | Report not generating Line of business app · SE · Head Office | P4 | Closed | 0.55 hr | 2.2 days | Met |
| KIR684-103121 | 11 Aug 2026 | Incident | New extension setup Telephony · SE · Branch | P3 | Closed | 1.28 hr | 5.5 hr | Met |
| KIR684-103120 | 11 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | — | — | n/a |
| KIR684-103119 | 11 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · SE · Site 2 | P3 | In Progress | — | — | n/a |
| KIR684-103118 | 11 Aug 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 9.25 hr | 2.3 days | Missed |
| KIR684-103117 | 11 Aug 2026 | Quote · excluded | Phishing report triage Security · AB · Head Office | P4 | Open | — | — | n/a |
| KIR684-103116 | 11 Aug 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Resolved | 2.83 hr | 11.2 hr | Met |
| KIR684-103115 | 10 Aug 2026 | Change | Slow VPN Network · ML · Head Office | P2 | Closed | 0.72 hr | 6.2 hr | Met |
| KIR684-103114 | 10 Aug 2026 | Change | Database timeout Line of business app · ML · Branch | P4 | Closed | 6.36 hr | 21.0 hr | Met |
| KIR684-103113 | 10 Aug 2026 | Incident | Name change request User admin · ML · Site 2 | P1 | Resolved | 0.28 hr | 12.7 hr | Met |
| KIR684-103112 | 10 Aug 2026 | Service Request | MFA reset Security · SE · Head Office | P4 | Closed | 2.43 hr | 2.2 days | Met |
| KIR684-103111 | 07 Aug 2026 | Service Request | Handset registration Telephony · BK · Branch | P4 | Resolved | 0.27 hr | 1.3 days | Met |
| KIR684-103110 | 07 Aug 2026 | Project · excluded | Switch port fault Network · SE · Head Office | P2 | In Progress | — | — | n/a |
| KIR684-103109 | 07 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 1.42 hr | 2.8 hr | Met |
| KIR684-103108 | 07 Aug 2026 | Service Request | New extension setup Telephony · AB · Head Office | P3 | Closed | 0.38 hr | 21.5 hr | Met |
| KIR684-103107 | 07 Aug 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · AB · Site 2 | P4 | Open | — | — | n/a |
| KIR684-103106 | 07 Aug 2026 | Quote · excluded | Permission change User admin · KB · Head Office | P4 | In Progress | — | — | n/a |
| KIR684-103105 | 07 Aug 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P2 | Closed | 1.25 hr | 2.2 days | Met |
| KIR684-103104 | 07 Aug 2026 | Service Request | Leaver process User admin · ML · Remote | P4 | Closed | 6.59 hr | 1.8 days | Met |
| KIR684-103103 | 07 Aug 2026 | Incident | Screen flickering Hardware · SE · Remote | P4 | Closed | 0.08 hr | 1.8 days | Met |
| KIR684-103102 | 07 Aug 2026 | Quote · excluded | Handset registration Telephony · KB · Remote | P2 | Closed | — | — | n/a |
| KIR684-103101 | 06 Aug 2026 | Service Request | Switch port fault Network · BK · Remote | P3 | Closed | 2.60 hr | 2.1 days | Met |
| KIR684-103100 | 06 Aug 2026 | Change | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 0.94 hr | 19.6 hr | Met |
| KIR684-103099 | 06 Aug 2026 | Incident | Leaver process User admin · TAG · Branch | P3 | Closed | 0.15 hr | 1.8 days | Met |
| KIR684-103098 | 05 Aug 2026 | Change · excluded | Retention change Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| KIR684-103097 | 05 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P4 | Closed | 4.03 hr | 6.1 hr | Met |
| KIR684-103096 | 05 Aug 2026 | Incident | Distribution list change Email · TAG · Branch | P3 | Closed | 0.37 hr | 8.4 hr | Met |
| KIR684-103095 | 05 Aug 2026 | Change · excluded | Database timeout Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| KIR684-103094 | 05 Aug 2026 | Quote · excluded | Licence renewal Line of business app · AB · Branch | P3 | Open | — | — | n/a |
| KIR684-103093 | 05 Aug 2026 | Service Request | Leaver process User admin · ML · Head Office | P4 | Resolved | 3.61 hr | 10.7 hr | Met |
| KIR684-103092 | 05 Aug 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 7.36 hr | 22.2 hr | Met |
| KIR684-103091 | 05 Aug 2026 | Service Request · excluded | Replacement keyboard Hardware · SE · Head Office | P2 | Resolved | — | — | n/a |
| KIR684-103090 | 05 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 4.74 hr | 1.9 days | Met |
| KIR684-103089 | 04 Aug 2026 | Incident · excluded | MFA reset Security · TAG · Head Office | P2 | Closed | — | — | n/a |
| KIR684-103088 | 04 Aug 2026 | Incident | Backup capacity review Backup · TAG · Site 2 | P3 | Closed | 1.23 hr | 9.0 hr | Met |
| KIR684-103087 | 04 Aug 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | 4.39 hr | 1.4 days | Met |
| KIR684-103086 | 04 Aug 2026 | Incident | Distribution list change Email · ML · Remote | P3 | Closed | 1.85 hr | 2.1 days | Met |
| KIR684-103085 | 04 Aug 2026 | Incident | Spoofed email reported Email · TAG · Remote | P3 | Closed | 0.26 hr | 1.7 days | Met |
| KIR684-103084 | 04 Aug 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 0.33 hr | 1.6 days | Met |
| KIR684-103083 | 04 Aug 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 0.33 hr | 16.3 hr | Met |
| KIR684-103082 | 03 Aug 2026 | Incident | Switch port fault Network · BK · Branch | P3 | Closed | 0.34 hr | 22.5 hr | Met |
| KIR684-103081 | 03 Aug 2026 | Quote · excluded | Report not generating Line of business app · ML · Remote | P3 | Closed | — | — | n/a |
| KIR684-103080 | 03 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | 1.03 hr | 1.6 days | Met |
| KIR684-103079 | 31 Jul 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P4 | Closed | 1.47 hr | 1.3 days | Met |
| KIR684-103078 | 31 Jul 2026 | Incident | New starter setup User admin · SE · Branch | P4 | Resolved | 11.60 hr | 1.7 days | Missed |
| KIR684-103077 | 31 Jul 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Closed | 3.03 hr | 1.9 days | Met |
| KIR684-103076 | 31 Jul 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 1.32 hr | 2.0 days | Met |
| KIR684-103075 | 31 Jul 2026 | Incident · excluded | Distribution list change Email · ML · Head Office | P2 | Closed | — | — | n/a |
| KIR684-103074 | 30 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 6.98 hr | 10.7 hr | Met |
| KIR684-103073 | 30 Jul 2026 | Incident | Backup job failed Backup · KB · Remote | P3 | Closed | 1.06 hr | 2.4 hr | Met |
| KIR684-103072 | 30 Jul 2026 | Quote · excluded | Slow VPN Network · KB · Head Office | P4 | In Progress | — | — | n/a |
| KIR684-103071 | 30 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Remote | P3 | Resolved | 0.62 hr | 1.6 days | Met |
| KIR684-103070 | 30 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 1.28 hr | 1.8 hr | Met |
| KIR684-103069 | 30 Jul 2026 | Incident · excluded | Permission change User admin · BK · Branch | P3 | Closed | — | — | n/a |
| KIR684-103068 | 30 Jul 2026 | Service Request · excluded | Phishing report triage Security · SE · Head Office | P3 | Resolved | — | — | n/a |
| KIR684-103067 | 30 Jul 2026 | Service Request | Name change request User admin · KB · Head Office | P2 | Closed | 14.35 hr | 1.9 days | Missed |
| KIR684-103066 | 30 Jul 2026 | Project · excluded | Distribution list change Email · ML · Branch | P4 | Open | — | — | n/a |
| KIR684-103065 | 30 Jul 2026 | Change · excluded | Backup job failed Backup · BK · Remote | P3 | Closed | — | — | n/a |
| KIR684-103064 | 29 Jul 2026 | Incident | Call quality issue Telephony · SE · Head Office | P2 | Closed | 1.49 hr | 2.1 days | Met |
| KIR684-103063 | 29 Jul 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Resolved | 0.56 hr | 10.0 hr | Met |
| KIR684-103062 | 29 Jul 2026 | Service Request | Site offline Network · TAG · Remote | P3 | Closed | 1.07 hr | 9.2 hr | Met |
| KIR684-103061 | 28 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | 0.77 hr | 1.3 days | Met |
| KIR684-103060 | 28 Jul 2026 | Service Request · excluded | Message quarantined Email · AB · Site 2 | P4 | Closed | — | — | n/a |
| KIR684-103059 | 28 Jul 2026 | Incident · excluded | Retention change Backup · ML · Remote | P3 | Resolved | — | — | n/a |
| KIR684-103058 | 27 Jul 2026 | Quote · excluded | New extension setup Telephony · BK · Remote | P2 | Resolved | — | — | n/a |
| KIR684-103057 | 25 Jul 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Closed | 1.42 hr | 1.1 hr | Met |
| KIR684-103056 | 25 Jul 2026 | Change | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | 1.46 hr | 2.3 days | Met |
| KIR684-103055 | 25 Jul 2026 | Planned Install · excluded | Replacement keyboard Hardware · SE · Remote | P2 | Closed | — | — | n/a |
| KIR684-103054 | 25 Jul 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P4 | Closed | 0.90 hr | 16.0 hr | Met |
| KIR684-103053 | 25 Jul 2026 | Service Request | Phishing report triage Security · SE · Head Office | P2 | Closed | 4.99 hr | 23.2 hr | Met |
| KIR684-103052 | 25 Jul 2026 | Incident | Report not generating Line of business app · SE · Remote | P4 | Closed | 0.41 hr | 1.9 days | Met |
| KIR684-103051 | 25 Jul 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Closed | 0.86 hr | 4.0 hr | Met |
| KIR684-103050 | 25 Jul 2026 | Service Request · excluded | Permission change User admin · TAG · Branch | P1 | Closed | — | — | n/a |
| KIR684-103049 | 25 Jul 2026 | Service Request | Site offline Network · AB · Branch | P3 | Closed | — | — | n/a |
| KIR684-103048 | 25 Jul 2026 | Project · excluded | Report not generating Line of business app · BK · Head Office | P3 | Open | — | — | n/a |
| KIR684-103047 | 24 Jul 2026 | Service Request | Permission change User admin · BK · Head Office | P3 | Resolved | 10.49 hr | 15.3 hr | Missed |
| KIR684-103046 | 24 Jul 2026 | Incident | Report not generating Line of business app · BK · Branch | P3 | Closed | 10.27 hr | 1.5 days | Missed |
| KIR684-103045 | 24 Jul 2026 | Service Request · excluded | Restore request Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| KIR684-103044 | 24 Jul 2026 | Change · excluded | Handset registration Telephony · TAG · Branch | P3 | Closed | — | — | n/a |
| KIR684-103043 | 24 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Resolved | 5.31 hr | 2.1 hr | Met |
| KIR684-103042 | 24 Jul 2026 | Service Request | MFA reset Security · SE · Remote | P4 | Closed | 5.43 hr | 1.9 days | Met |
| KIR684-103041 | 24 Jul 2026 | Incident | New starter setup User admin · AB · Head Office | P2 | Closed | 0.32 hr | 2.5 days | Met |
| KIR684-103040 | 24 Jul 2026 | Service Request | Report not generating Line of business app · KB · Remote | P3 | Closed | 1.00 hr | 9.5 hr | Met |
| KIR684-103039 | 24 Jul 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · KB · Branch | P4 | Closed | — | — | n/a |
| KIR684-103038 | 23 Jul 2026 | Incident · excluded | Site offline Network · KB · Head Office | P3 | Closed | — | — | n/a |
| KIR684-103037 | 23 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P1 | Closed | 1.83 hr | 5.7 hr | Met |
| KIR684-103036 | 22 Jul 2026 | Change · excluded | Scan to email failing Printing · AB · Head Office | P3 | Resolved | — | — | n/a |
| KIR684-103035 | 22 Jul 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P2 | Closed | 8.19 hr | 1.8 days | Missed |
| KIR684-103034 | 22 Jul 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Closed | 1.95 hr | 19.7 hr | Met |
| KIR684-103033 | 22 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Remote | P4 | Resolved | 1.11 hr | 2.2 days | Met |
| KIR684-103032 | 22 Jul 2026 | Change | Message quarantined Email · TAG · Head Office | P3 | Closed | 0.58 hr | 8.1 hr | Met |
| KIR684-103031 | 22 Jul 2026 | Service Request | Laptop will not boot Hardware · BK · Remote | P1 | Closed | 0.94 hr | 9.1 hr | Met |
| KIR684-103030 | 22 Jul 2026 | Change | Suspicious sign-in review Security · ML · 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.