SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 33 records in this selection sit outside that — quotes, projects and planned installs, plus 17 calls billed time and materials. They stay visible for volume context.
Service performance
82 eligible records in this yearAverage first response
7.0 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
84.8%
12 call(s) over the 8-hour target
First-time fix
75.3%
Where the source records the field
Volume
Contract calls
82
115 calls logged in the period
Off contract
17
£4,603.5 chargeable
Open / closed
2 / 113
Across the selected period
Data-quality gaps
3
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
82
records
- Microsoft 36512
- Telephony10
- Email9
- Backup9
- Hardware8
- Network8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 82 | 6.95 hr | 84.8% | 12 | 33 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Damian Armstrong | 10 | 3.94 hr | 90% | 1 |
| Stacey Thomas | 9 | 7.05 hr | 78% | 2 |
| Julie Herbert | 8 | 24.54 hr | 83% | 1 |
| (Not recorded) | 8 | 3.85 hr | 88% | 1 |
| Rachael Parkin | 8 | 4.81 hr | 88% | 1 |
| Chloe Dempsey | 7 | 10.41 hr | 57% | 3 |
| Karen Taylor | 7 | 15.32 hr | 57% | 3 |
| Daniel Blacker | 6 | 1.66 hr | 100% | 0 |
| Barry Ebbs | 6 | 2.34 hr | 100% | 0 |
| Anne-Marie Cable | 6 | 1.54 hr | 100% | 0 |
| Aiden Higgins | 4 | 2.12 hr | 100% | 0 |
| Phil Jenkins | 2 | 4.05 hr | 100% | 0 |
12 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 133.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303778 | Julie Herbert | Apple MacBook Air M2 | 2026-02-16 17:51 | 141.11 hr | +133.1 | BK | New extension setup |
| 303822 | Karen Taylor | Lenovo ThinkPad T14 | 2026-05-21 17:38 | 81.73 hr | +73.7 | ML | Endpoint alert investigation |
| 303781 | Chloe Dempsey | Samsung Galaxy S23 | 2026-02-23 12:06 | 39.19 hr | +31.2 | BK | Licence renewal |
| 303800 | Stacey Thomas | Apple MacBook Pro 14 | 2026-04-09 10:43 | 38.98 hr | +31.0 | SE | Retention change |
| 303841 | Rachael Parkin | Samsung Galaxy S23 | 2026-06-25 11:20 | 27.68 hr | +19.7 | TAG | Voicemail not delivering |
| 303843 | Damian Armstrong | Apple MacBook Pro 14 | 2026-06-30 13:03 | 24.64 hr | +16.6 | ML | Mailbox delegation |
| 303865 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-08-15 08:54 | 13.58 hr | +5.6 | AB | Switch port fault |
| 303826 | Karen Taylor | Apple MacBook Air M2 | 2026-06-01 14:09 | 11.14 hr | +3.1 | ML | Outlook not syncing |
| 303773 | Karen Taylor | Dell OptiPlex 3050 | 2026-02-05 16:43 | 11.10 hr | +3.1 | TAG | OneDrive sync conflict |
| 303792 | Stacey Thomas | Dell Latitude 7420 | 2026-03-20 15:14 | 10.36 hr | +2.4 | AB | Backup job failed |
| 303823 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-05-22 16:07 | 9.82 hr | +1.8 | BK | SharePoint permission request |
| 303771 | (Not recorded) | Samsung Galaxy S23 | 2026-02-03 10:46 | 8.53 hr | +0.5 | SE | Outlook not syncing |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Damian Armstrong | Email / Microsoft 365 | 4 | 16 Jan 2026 – 30 Jun 2026 |
| Stacey Thomas | Backup / restore | 4 | 26 Jan 2026 – 20 May 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 3 | 09 Jan 2026 – 22 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 3 | 23 Jan 2026 – 24 Jul 2026 |
| (Not recorded) | Email / Microsoft 365 | 3 | 03 Feb 2026 – 18 Aug 2026 |
| Aiden Higgins | Email / Microsoft 365 | 3 | 14 Feb 2026 – 14 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 3050 | Email / Microsoft 365 | 4 | 09 Jan 2026 – 22 May 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 16 Jan 2026 – 27 Jul 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 05 Jan 2026 – 22 Apr 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 3 | 07 May 2026 – 30 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
115 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| KIR920-100317 | 25 Aug 2026 | Incident | New extension setup Telephony · ML · Head Office | P3 | In Progress | — | — | n/a |
| KIR920-100316 | 22 Aug 2026 | Project · excluded | Switch port fault Network · BK · Branch | P3 | Resolved | — | — | n/a |
| KIR920-100315 | 20 Aug 2026 | Change | Switch port fault Network · SE · Branch | P3 | Closed | 1.35 hr | 4.8 hr | Met |
| KIR920-100314 | 18 Aug 2026 | Change | Spoofed email reported Email · TAG · Head Office | P2 | Resolved | 2.22 hr | 22.5 hr | Met |
| KIR920-100313 | 15 Aug 2026 | Service Request | Switch port fault Network · AB · Remote | P3 | Resolved | 13.58 hr | 10.9 hr | Missed |
| KIR920-100312 | 14 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | 0.88 hr | 2.4 days | Met |
| KIR920-100311 | 13 Aug 2026 | Service Request | Slow VPN Network · TAG · Branch | P2 | Resolved | 5.21 hr | 1.7 days | Met |
| KIR920-100310 | 12 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.75 hr | 2.2 days | Met |
| KIR920-100309 | 11 Aug 2026 | Incident · excluded | New starter setup User admin · KB · Branch | P1 | Resolved | — | — | n/a |
| KIR920-100308 | 10 Aug 2026 | Incident | Database timeout Line of business app · BK · Remote | P2 | Closed | 3.48 hr | 14.0 hr | Met |
| KIR920-100307 | 06 Aug 2026 | Service Request | Retention change Backup · AB · Branch | P3 | Resolved | 2.13 hr | 18.7 hr | Met |
| KIR920-100306 | 04 Aug 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 1.93 hr | 12.6 hr | Met |
| KIR920-100305 | 03 Aug 2026 | Change | Endpoint alert investigation Security · ML · Head Office | P3 | Resolved | 0.76 hr | 1.9 days | Met |
| KIR920-100304 | 30 Jul 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Resolved | 1.14 hr | 1.2 days | Met |
| KIR920-100303 | 28 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Remote | P2 | Resolved | 0.45 hr | 1.5 days | Met |
| KIR920-100302 | 27 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P2 | Resolved | 4.90 hr | 23.0 hr | Met |
| KIR920-100301 | 24 Jul 2026 | Service Request | MFA reset Security · ML · Branch | P4 | Closed | 0.41 hr | 2.0 days | Met |
| KIR920-100300 | 23 Jul 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P4 | Closed | 1.12 hr | 2.2 days | Met |
| KIR920-100299 | 22 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 1.73 hr | 2.2 days | Met |
| KIR920-100298 | 20 Jul 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | 2.38 hr | 8.3 hr | Met |
| KIR920-100297 | 15 Jul 2026 | Project · excluded | Report not generating Line of business app · AB · Head Office | P3 | Open | — | — | n/a |
| KIR920-100296 | 14 Jul 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P3 | Resolved | 0.58 hr | 10.3 hr | Met |
| KIR920-100295 | 10 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| KIR920-100294 | 09 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P3 | Resolved | 1.40 hr | 1.8 days | Met |
| KIR920-100293 | 08 Jul 2026 | Change | Permission change User admin · AB · Head Office | P3 | Closed | 1.48 hr | 1.4 days | Met |
| KIR920-100292 | 07 Jul 2026 | Incident | Database timeout Line of business app · BK · Head Office | P1 | Closed | 1.22 hr | 16.5 hr | Met |
| KIR920-100291 | 30 Jun 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P3 | Closed | 24.64 hr | 1.2 days | Missed |
| KIR920-100290 | 26 Jun 2026 | Planned Install · excluded | Report not generating Line of business app · BK · Head Office | P4 | Resolved | — | — | n/a |
| KIR920-100289 | 25 Jun 2026 | Change | Voicemail not delivering Telephony · TAG · Remote | P2 | Resolved | 27.68 hr | 20.1 hr | Missed |
| KIR920-100288 | 23 Jun 2026 | Service Request | Printer offline Printing · TAG · Head Office | P2 | Resolved | 1.05 hr | 2.1 days | Met |
| KIR920-100287 | 22 Jun 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| KIR920-100286 | 19 Jun 2026 | Quote · excluded | Permission change User admin · ML · Head Office | P2 | Resolved | — | — | n/a |
| KIR920-100285 | 18 Jun 2026 | Incident · excluded | Licence renewal Line of business app · SE · Branch | P3 | Closed | — | — | n/a |
| KIR920-100284 | 17 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Resolved | 0.34 hr | 3.4 hr | Met |
| KIR920-100283 | 16 Jun 2026 | Quote · excluded | Report not generating Line of business app · SE · Head Office | P2 | Closed | — | — | n/a |
| KIR920-100282 | 15 Jun 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| KIR920-100281 | 10 Jun 2026 | Quote · excluded | Backup job failed Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| KIR920-100280 | 08 Jun 2026 | Incident | Handset registration Telephony · SE · Branch | P2 | Closed | 7.15 hr | 21.3 hr | Met |
| KIR920-100279 | 06 Jun 2026 | Incident | Screen flickering Hardware · SE · Branch | P4 | Resolved | 1.42 hr | 4.0 hr | Met |
| KIR920-100278 | 05 Jun 2026 | Incident | Report not generating Line of business app · AB · Remote | P3 | Closed | 0.18 hr | 1.4 days | Met |
| KIR920-100277 | 04 Jun 2026 | Planned Install · excluded | Handset registration Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| KIR920-100276 | 03 Jun 2026 | Incident | Screen flickering Hardware · KB · Branch | P2 | Resolved | 4.74 hr | 2.3 days | Met |
| KIR920-100275 | 02 Jun 2026 | Incident | New extension setup Telephony · BK · Remote | P2 | Closed | 5.64 hr | 2.4 days | Met |
| KIR920-100274 | 01 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Closed | 11.14 hr | 1.1 days | Missed |
| KIR920-100273 | 29 May 2026 | Incident | Handset registration Telephony · SE · Site 2 | P3 | Closed | 1.00 hr | 1.9 days | Met |
| KIR920-100272 | 28 May 2026 | Incident | Restore request Backup · TAG · Head Office | P4 | Resolved | 1.23 hr | 2.1 days | Met |
| KIR920-100271 | 22 May 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P2 | Resolved | 9.82 hr | 8.4 hr | Missed |
| KIR920-100270 | 21 May 2026 | Incident | Endpoint alert investigation Security · ML · Site 2 | P2 | Closed | 81.73 hr | 1.4 days | Missed |
| KIR920-100269 | 20 May 2026 | Incident | Backup capacity review Backup · BK · Head Office | P4 | Resolved | 0.51 hr | 7.9 hr | Met |
| KIR920-100268 | 19 May 2026 | Change | Permission change User admin · AB · Site 2 | P3 | Closed | 2.66 hr | 8.7 hr | Met |
| KIR920-100267 | 17 May 2026 | Service Request | Site offline Network · ML · Branch | P3 | Closed | 1.71 hr | 1.8 days | Met |
| KIR920-100266 | 15 May 2026 | Service Request | Switch port fault Network · KB · Remote | P3 | Closed | 1.10 hr | 1.8 days | Met |
| KIR920-100265 | 14 May 2026 | Service Request | Handset registration Telephony · AB · Branch | P4 | Closed | 3.13 hr | 23.3 hr | Met |
| KIR920-100264 | 11 May 2026 | Incident | Screen flickering Hardware · AB · Remote | P2 | Closed | — | — | n/a |
| KIR920-100263 | 08 May 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Head Office | P2 | Closed | — | — | n/a |
| KIR920-100262 | 07 May 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Closed | 0.74 hr | 1.6 days | Met |
| KIR920-100261 | 05 May 2026 | Change | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 0.72 hr | 8.5 hr | Met |
| KIR920-100260 | 04 May 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| KIR920-100259 | 02 May 2026 | Service Request · excluded | Scan to email failing Printing · ML · Branch | P3 | Resolved | — | — | n/a |
| KIR920-100258 | 01 May 2026 | Incident | New extension setup Telephony · TAG · Branch | P3 | Closed | 0.14 hr | 1.8 days | Met |
| KIR920-100257 | 28 Apr 2026 | Change · excluded | Phishing report triage Security · ML · Head Office | P3 | Closed | — | — | n/a |
| KIR920-100256 | 24 Apr 2026 | Incident | New starter setup User admin · ML · Head Office | P2 | Closed | 3.60 hr | 6.8 hr | Met |
| KIR920-100255 | 23 Apr 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 0.89 hr | 22.5 hr | Met |
| KIR920-100254 | 22 Apr 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | 3.61 hr | 21.6 hr | Met |
| KIR920-100253 | 20 Apr 2026 | Service Request | Docking station not detected Hardware · BK · Remote | P4 | Closed | 1.30 hr | 17.7 hr | Met |
| KIR920-100252 | 16 Apr 2026 | Service Request · excluded | Message quarantined Email · BK · Head Office | P3 | Closed | — | — | n/a |
| KIR920-100251 | 15 Apr 2026 | Service Request | Distribution list change Email · SE · Remote | P2 | Closed | 1.81 hr | 23.7 hr | Met |
| KIR920-100250 | 14 Apr 2026 | Service Request | Database timeout Line of business app · KB · Branch | P2 | Closed | 4.32 hr | 1.3 days | Met |
| KIR920-100249 | 13 Apr 2026 | Service Request · excluded | Printer offline Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| KIR920-100248 | 09 Apr 2026 | Service Request | Retention change Backup · SE · Branch | P2 | Closed | 38.98 hr | 11.8 hr | Missed |
| KIR920-100247 | 08 Apr 2026 | Incident | Replacement keyboard Hardware · BK · Remote | P3 | Closed | 3.00 hr | 1.1 days | Met |
| KIR920-100246 | 06 Apr 2026 | Incident · excluded | Database timeout Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| KIR920-100245 | 01 Apr 2026 | Incident | Site offline Network · KB · Remote | P2 | Resolved | 1.42 hr | 1.4 days | Met |
| KIR920-100244 | 31 Mar 2026 | Service Request · excluded | New extension setup Telephony · TAG · Branch | P2 | Closed | — | — | n/a |
| KIR920-100243 | 25 Mar 2026 | Service Request | Retention change Backup · AB · Remote | P3 | Resolved | 2.14 hr | 2.0 days | Met |
| KIR920-100242 | 24 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Closed | 1.36 hr | 1.5 days | Met |
| KIR920-100241 | 23 Mar 2026 | Service Request · excluded | Mailbox delegation Email · AB · Remote | P3 | Closed | — | — | n/a |
| KIR920-100240 | 20 Mar 2026 | Service Request | Backup job failed Backup · AB · Head Office | P4 | Resolved | 10.36 hr | 1.7 days | Missed |
| KIR920-100239 | 18 Mar 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Resolved | — | — | n/a |
| KIR920-100238 | 17 Mar 2026 | Incident | Screen flickering Hardware · KB · Remote | P2 | Closed | 0.97 hr | 1.2 hr | Met |
| KIR920-100237 | 12 Mar 2026 | Project · excluded | Site offline Network · BK · Head Office | P2 | Resolved | — | — | n/a |
| KIR920-100236 | 11 Mar 2026 | Service Request | Name change request User admin · TAG · Head Office | P3 | Closed | 2.23 hr | 3.9 hr | Met |
| KIR920-100235 | 06 Mar 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 1.25 hr | 2.1 days | Met |
| KIR920-100234 | 05 Mar 2026 | Incident | Spoofed email reported Email · SE · Remote | P4 | Closed | 4.70 hr | 2.5 days | Met |
| KIR920-100233 | 04 Mar 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | 1.04 hr | 8.0 hr | Met |
| KIR920-100232 | 02 Mar 2026 | Service Request · excluded | Report not generating Line of business app · KB · Branch | P4 | Closed | — | — | n/a |
| KIR920-100231 | 26 Feb 2026 | Incident | Suspicious sign-in review Security · BK · Branch | P3 | Closed | 0.23 hr | 8.6 hr | Met |
| KIR920-100230 | 25 Feb 2026 | Incident · excluded | Call quality issue Telephony · ML · Head Office | P4 | Closed | — | — | n/a |
| KIR920-100229 | 23 Feb 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Resolved | 39.19 hr | 1.5 days | Missed |
| KIR920-100228 | 19 Feb 2026 | Incident | Scan to email failing Printing · ML · Head Office | P3 | Closed | 1.40 hr | 1.5 days | Met |
| KIR920-100227 | 17 Feb 2026 | Quote · excluded | Backup job failed Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| KIR920-100226 | 16 Feb 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 141.11 hr | 1.2 days | Missed |
| KIR920-100225 | 14 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Resolved | 3.01 hr | 15.7 hr | Met |
| KIR920-100224 | 12 Feb 2026 | Service Request | Toner replacement Printing · TAG · Branch | P2 | Resolved | 5.17 hr | 17.1 hr | Met |
| KIR920-100223 | 11 Feb 2026 | Incident | New starter setup User admin · KB · Site 2 | P3 | Closed | 4.98 hr | 1.8 days | Met |
| KIR920-100222 | 06 Feb 2026 | Incident | Phishing report triage Security · AB · Branch | P1 | Closed | — | — | n/a |
| KIR920-100221 | 05 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 11.10 hr | 3.0 hr | Missed |
| KIR920-100220 | 04 Feb 2026 | Service Request | New extension setup Telephony · KB · Branch | P3 | Closed | 3.95 hr | 1.7 days | Met |
| KIR920-100219 | 03 Feb 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Resolved | 8.53 hr | 1.4 days | Missed |
| KIR920-100218 | 29 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Branch | P2 | Closed | 3.75 hr | 23.2 hr | Met |
| KIR920-100217 | 28 Jan 2026 | Quote · excluded | Switch port fault Network · AB · Branch | P2 | Closed | — | — | n/a |
| KIR920-100216 | 26 Jan 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 2.19 hr | 1.7 days | Met |
| KIR920-100215 | 23 Jan 2026 | Incident | Site offline Network · AB · Branch | P1 | Closed | 0.47 hr | 6.4 hr | Met |
| KIR920-100214 | 22 Jan 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Remote | P3 | Resolved | — | — | n/a |
| KIR920-100213 | 21 Jan 2026 | Change · excluded | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| KIR920-100212 | 20 Jan 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Branch | P3 | Closed | — | — | n/a |
| KIR920-100211 | 19 Jan 2026 | Service Request | New starter setup User admin · ML · Remote | P2 | Resolved | 0.88 hr | 0.5 hr | Met |
| KIR920-100210 | 16 Jan 2026 | Change | Spoofed email reported Email · KB · Head Office | P4 | Resolved | 0.35 hr | 23.0 hr | Met |
| KIR920-100209 | 14 Jan 2026 | Change | Restore request Backup · ML · Head Office | P2 | Closed | 1.31 hr | 1.5 days | Met |
| KIR920-100208 | 13 Jan 2026 | Incident | Screen flickering Hardware · SE · Remote | P4 | Closed | 0.36 hr | 1.6 days | Met |
| KIR920-100207 | 12 Jan 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Resolved | — | — | n/a |
| KIR920-100206 | 09 Jan 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | 0.46 hr | 1.2 days | Met |
| KIR920-100205 | 07 Jan 2026 | Incident · excluded | Backup job failed Backup · SE · Remote | P4 | Resolved | — | — | n/a |
| KIR920-100204 | 06 Jan 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Branch | P3 | Resolved | — | — | n/a |
| KIR920-100203 | 05 Jan 2026 | Incident | Distribution list change Email · AB · Head Office | P4 | Resolved | 0.22 hr | 1.1 days | Met |
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.