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 14 calls billed time and materials. They stay visible for volume context.
Service performance
89 eligible records in this yearAverage first response
4.0 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
87.2%
11 call(s) over the 8-hour target
First-time fix
71.9%
Where the source records the field
Volume
Contract calls
89
122 calls logged in the period
Off contract
14
£4,058.25 chargeable
Open / closed
2 / 120
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
89
records
- Printing12
- Network11
- Security10
- Line of business app9
- Hardware9
- Backup9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 89 | 3.97 hr | 87.2% | 11 | 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 |
|---|---|---|---|---|
| Karen Taylor | 16 | 5.30 hr | 87% | 2 |
| Anne-Marie Cable | 11 | 2.27 hr | 90% | 1 |
| Damian Armstrong | 9 | 2.96 hr | 100% | 0 |
| Stacey Thomas | 7 | 1.88 hr | 100% | 0 |
| Julie Herbert | 7 | 2.24 hr | 100% | 0 |
| Kelly Gregory | 7 | 1.25 hr | 100% | 0 |
| Daniel Blacker | 6 | 3.81 hr | 83% | 1 |
| Rachael Parkin | 5 | 5.40 hr | 60% | 2 |
| Chloe Dempsey | 5 | 11.40 hr | 40% | 3 |
| Phil Jenkins | 5 | 3.68 hr | 80% | 1 |
| Aiden Higgins | 4 | 0.51 hr | 100% | 0 |
| (Not recorded) | 4 | 10.88 hr | 75% | 1 |
11 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 29.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303864 | (Not recorded) | WatchGuard T85-W | 2026-04-03 15:09 | 37.29 hr | +29.3 | TAG | Suspicious sign-in review |
| 303937 | Karen Taylor | HPE Aruba 2530 | 2026-08-24 09:29 | 32.26 hr | +24.3 | KB | Retention change |
| 303921 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-07-22 11:51 | 31.77 hr | +23.8 | AB | Distribution list change |
| 303835 | Karen Taylor | Dell Wyse 5070 | 2026-02-02 09:59 | 22.33 hr | +14.3 | TAG | Outlook not syncing |
| 303924 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-07-31 08:02 | 13.24 hr | +5.2 | AB | Application crash on launch |
| 303930 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-08-11 17:11 | 11.21 hr | +3.2 | AB | Replacement keyboard |
| 303916 | Phil Jenkins | HP EliteBook 840 G9 | 2026-07-14 14:11 | 11.06 hr | +3.1 | BK | Call quality issue |
| 303818 | Rachael Parkin | Dell Wyse 5070 | 2026-01-05 16:24 | 10.51 hr | +2.5 | BK | Database timeout |
| 303902 | Daniel Blacker | Dell Latitude 5440 | 2026-06-19 12:51 | 10.16 hr | +2.2 | ML | Printer offline |
| 303851 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-03-12 15:21 | 10.13 hr | +2.1 | TAG | Wi-Fi dropouts in warehouse |
| 303876 | Rachael Parkin | Dell OptiPlex 3050 | 2026-04-28 09:31 | 8.81 hr | +0.8 | AB | Scan to email failing |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 6 | 14 Jan 2026 – 15 Apr 2026 |
| Damian Armstrong | Monitoring / server / security | 4 | 01 Jan 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 12 Mar 2026 – 18 Aug 2026 |
| Karen Taylor | Line of business app | 3 | 07 Jan 2026 – 07 May 2026 |
| Aiden Higgins | Monitoring / server / security | 3 | 13 Jan 2026 – 25 Jun 2026 |
| Chloe Dempsey | Line of business app | 3 | 17 Feb 2026 – 31 Jul 2026 |
| Karen Taylor | Backup / restore | 3 | 11 Jun 2026 – 24 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| IGEL UD3 | Monitoring / server / security | 4 | 02 Jan 2026 – 12 Jun 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 3 | 14 Jan 2026 – 22 Jul 2026 |
| Dell Wyse 5070 | Email / Microsoft 365 | 3 | 30 Jan 2026 – 23 Feb 2026 |
| HP ProDesk 400 G7 | Backup / restore | 3 | 23 Apr 2026 – 17 Jun 2026 |
| Ubiquiti UAP-AC-PRO | Monitoring / server / security | 3 | 25 Jun 2026 – 18 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
122 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LAN154-100387 | 24 Aug 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Closed | 32.26 hr | 1.8 days | Missed |
| LAN154-100386 | 22 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P4 | Resolved | 4.23 hr | 1.9 days | Met |
| LAN154-100385 | 20 Aug 2026 | Service Request | Scan to email failing Printing · TAG · Branch | P3 | Closed | 0.81 hr | 2.0 hr | Met |
| LAN154-100384 | 18 Aug 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 0.30 hr | 1.8 days | Met |
| LAN154-100383 | 17 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| LAN154-100382 | 13 Aug 2026 | Quote · excluded | Mailbox delegation Email · KB · Head Office | P3 | Open | — | — | n/a |
| LAN154-100381 | 12 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · BK · Remote | P2 | In Progress | — | — | n/a |
| LAN154-100380 | 11 Aug 2026 | Change | Replacement keyboard Hardware · AB · Remote | P3 | Closed | 11.21 hr | 6.6 hr | Missed |
| LAN154-100379 | 10 Aug 2026 | Change · excluded | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Closed | — | — | n/a |
| LAN154-100378 | 06 Aug 2026 | Service Request · excluded | New starter setup User admin · TAG · Head Office | P2 | Closed | — | — | n/a |
| LAN154-100377 | 05 Aug 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 0.55 hr | 1.4 days | Met |
| LAN154-100376 | 04 Aug 2026 | Incident | New starter setup User admin · BK · Remote | P4 | Resolved | 1.14 hr | 2.2 days | Met |
| LAN154-100375 | 03 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Closed | 4.12 hr | 1.8 days | Met |
| LAN154-100374 | 31 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P4 | Closed | 13.24 hr | 10.9 hr | Missed |
| LAN154-100373 | 28 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 1.08 hr | 0.3 hr | Met |
| LAN154-100372 | 23 Jul 2026 | Incident · excluded | Printer offline Printing · ML · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100371 | 22 Jul 2026 | Change | Distribution list change Email · AB · Head Office | P4 | Resolved | 31.77 hr | 1.8 days | Missed |
| LAN154-100370 | 21 Jul 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P4 | Closed | 1.05 hr | 19.1 hr | Met |
| LAN154-100369 | 20 Jul 2026 | Service Request · excluded | Docking station not detected Hardware · TAG · Branch | P2 | Closed | — | — | n/a |
| LAN154-100368 | 16 Jul 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P3 | Resolved | 2.38 hr | 2.0 days | Met |
| LAN154-100367 | 15 Jul 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P2 | Resolved | 4.84 hr | 12.9 hr | Met |
| LAN154-100366 | 14 Jul 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 11.06 hr | 6.1 hr | Missed |
| LAN154-100365 | 11 Jul 2026 | Incident · excluded | Replacement keyboard Hardware · SE · Head Office | P2 | Closed | — | — | n/a |
| LAN154-100364 | 10 Jul 2026 | Quote · excluded | New extension setup Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| LAN154-100363 | 09 Jul 2026 | Service Request | Handset registration Telephony · BK · Head Office | P1 | Resolved | 4.30 hr | 12.2 hr | Met |
| LAN154-100362 | 07 Jul 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 6.43 hr | 2.4 days | Met |
| LAN154-100361 | 06 Jul 2026 | Service Request | Switch port fault Network · ML · Head Office | P3 | Resolved | 4.81 hr | 1.3 days | Met |
| LAN154-100360 | 03 Jul 2026 | Quote · excluded | Message quarantined Email · AB · Branch | P3 | Closed | — | — | n/a |
| LAN154-100359 | 01 Jul 2026 | Incident | Site offline Network · KB · Branch | P4 | Resolved | 0.08 hr | 2.3 days | Met |
| LAN154-100358 | 30 Jun 2026 | Change | MFA reset Security · KB · Head Office | P4 | Closed | 1.35 hr | 1.2 days | Met |
| LAN154-100357 | 26 Jun 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Resolved | 4.10 hr | 18.8 hr | Met |
| LAN154-100356 | 25 Jun 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Closed | 0.93 hr | 2.2 hr | Met |
| LAN154-100355 | 24 Jun 2026 | Incident | Permission change User admin · TAG · Head Office | P4 | Resolved | 4.65 hr | 19.0 hr | Met |
| LAN154-100354 | 22 Jun 2026 | Service Request · excluded | MFA reset Security · AB · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100353 | 21 Jun 2026 | Incident | Laptop will not boot Hardware · AB · Remote | P2 | Closed | 1.23 hr | 2.4 days | Met |
| LAN154-100352 | 19 Jun 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Closed | 10.16 hr | 1.0 days | Missed |
| LAN154-100351 | 17 Jun 2026 | Service Request | Backup job failed Backup · ML · Head Office | P3 | Closed | 4.31 hr | 8.1 hr | Met |
| LAN154-100350 | 15 Jun 2026 | Incident | Printer offline Printing · ML · Head Office | P4 | Resolved | 0.78 hr | 22.7 hr | Met |
| LAN154-100349 | 12 Jun 2026 | Service Request | Switch port fault Network · AB · Head Office | P3 | Closed | 0.23 hr | 2.1 days | Met |
| LAN154-100348 | 11 Jun 2026 | Service Request | Retention change Backup · BK · Head Office | P4 | Resolved | 0.58 hr | 12.2 hr | Met |
| LAN154-100347 | 10 Jun 2026 | Service Request | Printer offline Printing · ML · Branch | P4 | Resolved | — | — | n/a |
| LAN154-100346 | 09 Jun 2026 | Quote · excluded | Mailbox delegation Email · BK · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100345 | 08 Jun 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Closed | 1.08 hr | 1.8 days | Met |
| LAN154-100344 | 04 Jun 2026 | Service Request | Retention change Backup · SE · Branch | P2 | Resolved | 5.41 hr | 17.0 hr | Met |
| LAN154-100343 | 02 Jun 2026 | Quote · excluded | Phishing report triage Security · SE · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100342 | 01 Jun 2026 | Project · excluded | Database timeout Line of business app · ML · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100341 | 30 May 2026 | Incident | MFA reset Security · AB · Branch | P3 | Closed | 5.99 hr | 10.2 hr | Met |
| LAN154-100340 | 29 May 2026 | Change | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| LAN154-100339 | 28 May 2026 | Incident | New starter setup User admin · KB · Head Office | P2 | Resolved | 1.05 hr | 12.7 hr | Met |
| LAN154-100338 | 26 May 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Closed | 1.00 hr | 6.7 hr | Met |
| LAN154-100337 | 25 May 2026 | Service Request | Retention change Backup · ML · Head Office | P3 | Closed | 0.34 hr | 20.4 hr | Met |
| LAN154-100336 | 21 May 2026 | Planned Install · excluded | Licence renewal Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| LAN154-100335 | 18 May 2026 | Service Request | Voicemail not delivering Telephony · KB · Remote | P3 | Resolved | 0.25 hr | 7.4 hr | Met |
| LAN154-100334 | 15 May 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100333 | 13 May 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 5.88 hr | 2.4 days | Met |
| LAN154-100332 | 12 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Resolved | 0.55 hr | 1.2 hr | Met |
| LAN154-100331 | 11 May 2026 | Incident · excluded | Printer offline Printing · KB · Head Office | P2 | Closed | — | — | n/a |
| LAN154-100330 | 07 May 2026 | Incident | Licence renewal Line of business app · ML · Remote | P2 | Closed | 0.20 hr | 0.2 hr | Met |
| LAN154-100329 | 05 May 2026 | Incident | Message quarantined Email · TAG · Branch | P3 | Resolved | 0.41 hr | 1.6 days | Met |
| LAN154-100328 | 04 May 2026 | Service Request | Restore request Backup · KB · Branch | P3 | Resolved | 0.84 hr | 18.7 hr | Met |
| LAN154-100327 | 30 Apr 2026 | Quote · excluded | Screen flickering Hardware · SE · Branch | P3 | Closed | — | — | n/a |
| LAN154-100326 | 28 Apr 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Closed | 8.81 hr | 7.5 hr | Missed |
| LAN154-100325 | 23 Apr 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Resolved | 1.44 hr | 3.3 hr | Met |
| LAN154-100324 | 22 Apr 2026 | Incident | Replacement keyboard Hardware · SE · Remote | P3 | Closed | 0.37 hr | 4.8 hr | Met |
| LAN154-100323 | 21 Apr 2026 | Project · excluded | Backup job failed Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| LAN154-100322 | 20 Apr 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100321 | 19 Apr 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Closed | 0.87 hr | 1.4 days | Met |
| LAN154-100320 | 16 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 0.65 hr | 2.1 days | Met |
| LAN154-100319 | 15 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 4.67 hr | 1.1 days | Met |
| LAN154-100318 | 14 Apr 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P2 | Closed | 1.79 hr | 2.0 days | Met |
| LAN154-100317 | 13 Apr 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Closed | — | — | n/a |
| LAN154-100316 | 09 Apr 2026 | Planned Install · excluded | Backup capacity review Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| LAN154-100315 | 07 Apr 2026 | Incident | Scan to email failing Printing · ML · Head Office | P4 | Resolved | 1.36 hr | 1.9 hr | Met |
| LAN154-100314 | 03 Apr 2026 | Service Request | Suspicious sign-in review Security · TAG · Branch | P4 | Closed | 37.29 hr | 0.7 hr | Missed |
| LAN154-100313 | 02 Apr 2026 | Incident | Retention change Backup · KB · Branch | P4 | Resolved | 0.91 hr | 21.3 hr | Met |
| LAN154-100312 | 31 Mar 2026 | Incident | Printer offline Printing · ML · Branch | P2 | Closed | 0.28 hr | 1.9 days | Met |
| LAN154-100311 | 30 Mar 2026 | Service Request | Scan to email failing Printing · BK · Branch | P2 | Resolved | 0.12 hr | 7.3 hr | Met |
| LAN154-100310 | 27 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Remote | P3 | Closed | 0.95 hr | 1.0 days | Met |
| LAN154-100309 | 26 Mar 2026 | Service Request · excluded | Site offline Network · ML · Branch | P4 | Closed | — | — | n/a |
| LAN154-100308 | 25 Mar 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Closed | 0.60 hr | 1.1 days | Met |
| LAN154-100307 | 24 Mar 2026 | Service Request | Handset registration Telephony · SE · Head Office | P2 | Closed | 1.09 hr | 21.9 hr | Met |
| LAN154-100306 | 19 Mar 2026 | Change | New printer driver rollout Printing · BK · Branch | P3 | Closed | 3.20 hr | 1.7 days | Met |
| LAN154-100305 | 18 Mar 2026 | Incident | Slow VPN Network · ML · Remote | P2 | Closed | 3.49 hr | 1.2 days | Met |
| LAN154-100304 | 17 Mar 2026 | Incident | New starter setup User admin · SE · Head Office | P2 | Closed | 0.13 hr | 1.3 days | Met |
| LAN154-100303 | 16 Mar 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 4.85 hr | 20.8 hr | Met |
| LAN154-100302 | 13 Mar 2026 | Incident | Replacement keyboard Hardware · BK · Remote | P4 | Resolved | 0.58 hr | 1.7 days | Met |
| LAN154-100301 | 12 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Branch | P3 | Resolved | 10.13 hr | 16.7 hr | Missed |
| LAN154-100300 | 10 Mar 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.52 hr | 5.7 hr | Met |
| LAN154-100299 | 03 Mar 2026 | Service Request | Phishing report triage Security · SE · Branch | P4 | Closed | 0.69 hr | 1.0 days | Met |
| LAN154-100298 | 02 Mar 2026 | Incident · excluded | Name change request User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| LAN154-100297 | 27 Feb 2026 | Change | New extension setup Telephony · TAG · Branch | P4 | Closed | 1.35 hr | 1.8 days | Met |
| LAN154-100296 | 24 Feb 2026 | Service Request · excluded | New extension setup Telephony · ML · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100295 | 23 Feb 2026 | Incident | Spoofed email reported Email · BK · Head Office | P3 | Closed | 0.31 hr | 1.2 days | Met |
| LAN154-100294 | 20 Feb 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 1.17 hr | 7.8 hr | Met |
| LAN154-100293 | 18 Feb 2026 | Quote · excluded | Call quality issue Telephony · KB · Branch | P4 | Closed | — | — | n/a |
| LAN154-100292 | 17 Feb 2026 | Service Request | Database timeout Line of business app · TAG · Remote | P4 | Resolved | 0.12 hr | 18.9 hr | Met |
| LAN154-100291 | 13 Feb 2026 | Planned Install · excluded | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| LAN154-100290 | 12 Feb 2026 | Quote · excluded | Handset registration Telephony · KB · Head Office | P1 | Closed | — | — | n/a |
| LAN154-100289 | 10 Feb 2026 | Service Request | MFA reset Security · AB · Branch | P4 | Closed | 0.51 hr | 9.4 hr | Met |
| LAN154-100288 | 06 Feb 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 0.26 hr | 21.3 hr | Met |
| LAN154-100287 | 04 Feb 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | 0.50 hr | 2.3 days | Met |
| LAN154-100286 | 03 Feb 2026 | Quote · excluded | Slow VPN Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| LAN154-100285 | 02 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Closed | 22.33 hr | 2.1 hr | Missed |
| LAN154-100284 | 30 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 4.29 hr | 2.4 days | Met |
| LAN154-100283 | 29 Jan 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.08 hr | 1.0 days | Met |
| LAN154-100282 | 28 Jan 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Closed | 0.29 hr | 19.7 hr | Met |
| LAN154-100281 | 26 Jan 2026 | Service Request · excluded | Distribution list change Email · BK · Remote | P3 | Resolved | — | — | n/a |
| LAN154-100280 | 21 Jan 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 4.06 hr | 1.9 days | Met |
| LAN154-100279 | 20 Jan 2026 | Project · excluded | Call quality issue Telephony · AB · Remote | P4 | Resolved | — | — | n/a |
| LAN154-100278 | 19 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 0.93 hr | 2.0 days | Met |
| LAN154-100277 | 18 Jan 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 5.58 hr | 2.5 days | Met |
| LAN154-100276 | 16 Jan 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · KB · Branch | P1 | Closed | — | — | n/a |
| LAN154-100275 | 15 Jan 2026 | Incident | New extension setup Telephony · KB · Head Office | P3 | Closed | 0.76 hr | 1.7 days | Met |
| LAN154-100274 | 14 Jan 2026 | Change | Message quarantined Email · AB · Head Office | P2 | Resolved | 1.39 hr | 2.0 days | Met |
| LAN154-100273 | 13 Jan 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Resolved | 0.49 hr | 1.5 days | Met |
| LAN154-100272 | 12 Jan 2026 | Planned Install · excluded | Backup capacity review Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| LAN154-100271 | 09 Jan 2026 | Incident | New starter setup User admin · BK · Head Office | P1 | Resolved | 6.59 hr | 15.1 hr | Met |
| LAN154-100270 | 07 Jan 2026 | Incident | Licence renewal Line of business app · AB · Branch | P3 | Closed | 1.21 hr | 2.4 days | Met |
| LAN154-100269 | 06 Jan 2026 | Service Request · excluded | Screen flickering Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| LAN154-100268 | 05 Jan 2026 | Incident | Database timeout Line of business app · BK · Site 2 | P3 | Closed | 10.51 hr | 2.4 days | Missed |
| LAN154-100267 | 02 Jan 2026 | Service Request | Suspicious sign-in review Security · BK · Branch | P3 | Resolved | 1.00 hr | 1.3 days | Met |
| LAN154-100266 | 01 Jan 2026 | Incident | MFA reset Security · ML · Branch | P3 | Closed | 5.91 hr | 11.9 hr | 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.