SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 29 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.
Service performance
77 eligible records in this yearAverage first response
3.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
93.2%
5 call(s) over the 8-hour target
First-time fix
63.6%
Where the source records the field
Volume
Contract calls
77
106 calls logged in the period
Off contract
11
£4,406.25 chargeable
Open / closed
3 / 103
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
77
records
- Printing11
- Hardware10
- User admin9
- Network9
- Telephony8
- Security7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 77 | 3.71 hr | 93.2% | 5 | 29 |
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 | 13 | 1.60 hr | 100% | 0 |
| (Not recorded) | 13 | 1.86 hr | 92% | 1 |
| Anne-Marie Cable | 10 | 4.52 hr | 90% | 1 |
| Kelly Gregory | 7 | 2.61 hr | 100% | 0 |
| Daniel Blacker | 6 | 1.58 hr | 100% | 0 |
| Aiden Higgins | 6 | 11.17 hr | 80% | 1 |
| Chloe Dempsey | 5 | 3.90 hr | 100% | 0 |
| Barry Ebbs | 5 | 11.23 hr | 80% | 1 |
| Phil Jenkins | 3 | 1.90 hr | 100% | 0 |
| Damian Armstrong | 3 | 2.07 hr | 100% | 0 |
| Rachael Parkin | 3 | 0.83 hr | 100% | 0 |
| Julie Herbert | 3 | 5.15 hr | 67% | 1 |
5 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301717 | Barry Ebbs | HP EliteBook 840 G9 | 2026-05-05 11:24 | 47.65 hr | +39.6 | KB | New starter setup |
| 301763 | Aiden Higgins | Ubiquiti USW-Pro-24 | 2026-08-20 08:58 | 46.78 hr | +38.8 | AB | OneDrive sync conflict |
| 301692 | Anne-Marie Cable | Ubiquiti UAP-AC-PRO | 2026-03-12 12:34 | 25.69 hr | +17.7 | ML | Call quality issue |
| 301697 | Julie Herbert | HP ProDesk 400 G7 | 2026-03-20 16:50 | 10.64 hr | +2.6 | BK | Site offline |
| 301733 | (Not recorded) | Samsung Galaxy A54 | 2026-06-16 08:17 | 9.89 hr | +1.9 | TAG | Database timeout |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| (Not recorded) | Line of business app | 3 | 02 Feb 2026 – 16 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 05 Feb 2026 – 11 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 09 Feb 2026 – 25 Jun 2026 |
| Karen Taylor | Line of business app | 3 | 10 Feb 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Telephony | 3 | 12 Mar 2026 – 28 Jul 2026 |
| Aiden Higgins | Email / Microsoft 365 | 3 | 03 Apr 2026 – 20 Aug 2026 |
| Daniel Blacker | Hardware | 3 | 06 Jul 2026 – 25 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
No device is generating repeat calls.
SLA achievement trend
Percentage of eligible records responded to within target
Records
106 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LIN127-100290 | 25 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Branch | P2 | Closed | 0.95 hr | 12.8 hr | Met |
| LIN127-100289 | 20 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Closed | 46.78 hr | 2.2 days | Missed |
| LIN127-100288 | 16 Aug 2026 | Change | Switch port fault Network · BK · Branch | P3 | Closed | 1.16 hr | 1.3 days | Met |
| LIN127-100287 | 13 Aug 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 0.59 hr | 16.2 hr | Met |
| LIN127-100286 | 11 Aug 2026 | Incident | Suspicious sign-in review Security · BK · Branch | P2 | Resolved | 0.87 hr | 2.3 days | Met |
| LIN127-100285 | 06 Aug 2026 | Incident · excluded | Handset registration Telephony · AB · Remote | P1 | Resolved | — | — | n/a |
| LIN127-100284 | 05 Aug 2026 | Incident · excluded | Permission change User admin · ML · Site 2 | P2 | Resolved | — | — | n/a |
| LIN127-100283 | 04 Aug 2026 | Incident · excluded | Message quarantined Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| LIN127-100282 | 03 Aug 2026 | Incident | Application crash on launch Line of business app · KB · Site 2 | P4 | Closed | 2.80 hr | 9.8 hr | Met |
| LIN127-100281 | 30 Jul 2026 | Project · excluded | New printer driver rollout Printing · AB · Site 2 | P3 | In Progress | — | — | n/a |
| LIN127-100280 | 28 Jul 2026 | Incident | Call quality issue Telephony · SE · Head Office | P2 | Resolved | 4.70 hr | 2.3 days | Met |
| LIN127-100279 | 27 Jul 2026 | Incident | Backup capacity review Backup · BK · Remote | P4 | Closed | 1.65 hr | 23.1 hr | Met |
| LIN127-100278 | 26 Jul 2026 | Incident | Slow VPN Network · TAG · Site 2 | P3 | Closed | 1.30 hr | 1.8 days | Met |
| LIN127-100277 | 24 Jul 2026 | Planned Install · excluded | Backup capacity review Backup · AB · Branch | P3 | Closed | — | — | n/a |
| LIN127-100276 | 21 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Branch | P3 | Closed | 0.41 hr | 1.8 days | Met |
| LIN127-100275 | 20 Jul 2026 | Quote · excluded | Report not generating Line of business app · ML · Branch | P1 | In Progress | — | — | n/a |
| LIN127-100274 | 18 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | In Progress | — | — | n/a |
| LIN127-100273 | 16 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P2 | Resolved | 0.70 hr | 1.9 days | Met |
| LIN127-100272 | 10 Jul 2026 | Incident · excluded | Site offline Network · ML · Remote | P3 | Resolved | — | — | n/a |
| LIN127-100271 | 09 Jul 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Closed | 1.22 hr | 1.0 days | Met |
| LIN127-100270 | 06 Jul 2026 | Service Request | Screen flickering Hardware · KB · Branch | P3 | Resolved | 0.09 hr | 9.4 hr | Met |
| LIN127-100269 | 01 Jul 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P4 | Resolved | 5.32 hr | 1.2 days | Met |
| LIN127-100268 | 30 Jun 2026 | Service Request | Printer offline Printing · ML · Remote | P3 | Closed | 4.16 hr | 2.1 days | Met |
| LIN127-100267 | 26 Jun 2026 | Change | Leaver process User admin · TAG · Remote | P3 | Closed | 0.70 hr | 1.5 days | Met |
| LIN127-100266 | 25 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P2 | Closed | 1.07 hr | 1.1 days | Met |
| LIN127-100265 | 24 Jun 2026 | Incident | Laptop will not boot Hardware · BK · Remote | P3 | Closed | 2.73 hr | 15.2 hr | Met |
| LIN127-100264 | 23 Jun 2026 | Incident | Distribution list change Email · KB · Remote | P3 | Resolved | 1.21 hr | 1.7 days | Met |
| LIN127-100263 | 22 Jun 2026 | Service Request | Printer offline Printing · BK · Branch | P3 | Closed | 5.82 hr | 1.4 hr | Met |
| LIN127-100262 | 20 Jun 2026 | Service Request | Spoofed email reported Email · SE · Branch | P3 | Closed | 0.96 hr | 1.3 days | Met |
| LIN127-100261 | 19 Jun 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P2 | Resolved | 1.23 hr | 4.1 hr | Met |
| LIN127-100260 | 17 Jun 2026 | Service Request · excluded | Distribution list change Email · ML · Branch | P3 | Closed | — | — | n/a |
| LIN127-100259 | 16 Jun 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P2 | Resolved | 9.89 hr | 11.4 hr | Missed |
| LIN127-100258 | 07 Jun 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Closed | 0.18 hr | 15.8 hr | Met |
| LIN127-100257 | 04 Jun 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · KB · Remote | P4 | Closed | — | — | n/a |
| LIN127-100256 | 01 Jun 2026 | Incident · excluded | Phishing report triage Security · KB · Head Office | P4 | Resolved | — | — | n/a |
| LIN127-100255 | 28 May 2026 | Service Request | Slow VPN Network · BK · Remote | P3 | Resolved | 0.97 hr | 16.5 hr | Met |
| LIN127-100254 | 27 May 2026 | Service Request | Restore request Backup · ML · Branch | P4 | Closed | 5.06 hr | 1.8 days | Met |
| LIN127-100253 | 26 May 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | — | — | n/a |
| LIN127-100252 | 23 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Resolved | 0.49 hr | 9.8 hr | Met |
| LIN127-100251 | 21 May 2026 | Service Request | Mailbox delegation Email · BK · Remote | P3 | Closed | 0.75 hr | 1.4 days | Met |
| LIN127-100250 | 20 May 2026 | Project · excluded | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | — | — | n/a |
| LIN127-100249 | 19 May 2026 | Service Request | Licence renewal Line of business app · KB · Remote | P3 | Closed | 1.77 hr | 15.5 hr | Met |
| LIN127-100248 | 14 May 2026 | Service Request | Leaver process User admin · ML · Head Office | P3 | Closed | 2.75 hr | 2.1 days | Met |
| LIN127-100247 | 13 May 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P3 | Resolved | 5.52 hr | 2.4 days | Met |
| LIN127-100246 | 11 May 2026 | Quote · excluded | Database timeout Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| LIN127-100245 | 07 May 2026 | Service Request | Leaver process User admin · SE · Head Office | P4 | Resolved | 4.74 hr | 2.0 days | Met |
| LIN127-100244 | 06 May 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Closed | 0.64 hr | 1.0 days | Met |
| LIN127-100243 | 05 May 2026 | Service Request | New starter setup User admin · KB · Site 2 | P3 | Closed | 47.65 hr | 2.0 days | Missed |
| LIN127-100242 | 01 May 2026 | Project · excluded | Permission change User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| LIN127-100241 | 29 Apr 2026 | Incident | Printer offline Printing · BK · Head Office | P1 | Resolved | 4.06 hr | 4.5 hr | Met |
| LIN127-100240 | 26 Apr 2026 | Incident | Toner replacement Printing · TAG · Head Office | P1 | Closed | 0.56 hr | 18.0 hr | Met |
| LIN127-100239 | 24 Apr 2026 | Change · excluded | Slow VPN Network · BK · Head Office | P3 | Closed | — | — | n/a |
| LIN127-100238 | 23 Apr 2026 | Incident | New starter setup User admin · SE · Head Office | P3 | Resolved | 0.29 hr | 6.5 hr | Met |
| LIN127-100237 | 21 Apr 2026 | Project · excluded | Report not generating Line of business app · SE · Remote | P3 | Closed | — | — | n/a |
| LIN127-100236 | 18 Apr 2026 | Change | Toner replacement Printing · SE · Head Office | P3 | Closed | 3.66 hr | 2.1 days | Met |
| LIN127-100235 | 17 Apr 2026 | Planned Install · excluded | Site offline Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| LIN127-100234 | 15 Apr 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | 1.42 hr | 2.3 hr | Met |
| LIN127-100233 | 10 Apr 2026 | Incident · excluded | Handset registration Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| LIN127-100232 | 07 Apr 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Resolved | 0.56 hr | 1.8 days | Met |
| LIN127-100231 | 03 Apr 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P3 | Closed | 2.61 hr | 18.5 hr | Met |
| LIN127-100230 | 02 Apr 2026 | Change · excluded | Docking station not detected Hardware · TAG · Branch | P3 | Resolved | — | — | n/a |
| LIN127-100229 | 30 Mar 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P4 | Closed | 3.98 hr | 1.2 days | Met |
| LIN127-100228 | 29 Mar 2026 | Incident · excluded | Scan to email failing Printing · SE · Branch | P3 | Resolved | — | — | n/a |
| LIN127-100227 | 26 Mar 2026 | Service Request | Printer offline Printing · BK · Head Office | P4 | Closed | 0.16 hr | 2.4 days | Met |
| LIN127-100226 | 25 Mar 2026 | Incident | New extension setup Telephony · TAG · Head Office | P4 | Resolved | 0.30 hr | 1.7 days | Met |
| LIN127-100225 | 24 Mar 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P2 | Resolved | 0.82 hr | 17.0 hr | Met |
| LIN127-100224 | 23 Mar 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 1.30 hr | 1.1 days | Met |
| LIN127-100223 | 20 Mar 2026 | Change | Site offline Network · BK · Head Office | P4 | Resolved | 10.64 hr | 7.9 hr | Missed |
| LIN127-100222 | 19 Mar 2026 | Incident | Call quality issue Telephony · AB · Head Office | P2 | Closed | 1.17 hr | 1.7 days | Met |
| LIN127-100221 | 18 Mar 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Closed | 4.75 hr | 13.3 hr | Met |
| LIN127-100220 | 17 Mar 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Resolved | 0.60 hr | 7.2 hr | Met |
| LIN127-100219 | 16 Mar 2026 | Incident | Backup capacity review Backup · SE · Remote | P3 | Closed | 4.95 hr | 18.9 hr | Met |
| LIN127-100218 | 12 Mar 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Closed | 25.69 hr | 1.4 days | Missed |
| LIN127-100217 | 06 Mar 2026 | Quote · excluded | Restore request Backup · SE · Head Office | P3 | Resolved | — | — | n/a |
| LIN127-100216 | 05 Mar 2026 | Change | Restore request Backup · AB · Branch | P3 | Resolved | 1.26 hr | 17.3 hr | Met |
| LIN127-100215 | 03 Mar 2026 | Quote · excluded | Mailbox delegation Email · KB · Head Office | P2 | Resolved | — | — | n/a |
| LIN127-100214 | 26 Feb 2026 | Quote · excluded | Switch port fault Network · KB · Head Office | P4 | Closed | — | — | n/a |
| LIN127-100213 | 25 Feb 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Resolved | 5.57 hr | 1.2 days | Met |
| LIN127-100212 | 24 Feb 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P4 | Resolved | 1.30 hr | 1.3 days | Met |
| LIN127-100211 | 23 Feb 2026 | Service Request | Database timeout Line of business app · KB · Branch | P3 | Resolved | 1.40 hr | 23.6 hr | Met |
| LIN127-100210 | 20 Feb 2026 | Service Request | Replacement keyboard Hardware · ML · Remote | P3 | Resolved | 1.51 hr | 1.9 days | Met |
| LIN127-100209 | 18 Feb 2026 | Change · excluded | Name change request User admin · AB · Remote | P3 | Closed | — | — | n/a |
| LIN127-100208 | 13 Feb 2026 | Change | Suspicious sign-in review Security · AB · Branch | P3 | Resolved | 0.78 hr | 7.6 hr | Met |
| LIN127-100207 | 11 Feb 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 0.98 hr | 2.2 days | Met |
| LIN127-100206 | 10 Feb 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P4 | Closed | 5.71 hr | 21.3 hr | Met |
| LIN127-100205 | 09 Feb 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P4 | Resolved | 1.31 hr | 23.0 hr | Met |
| LIN127-100204 | 08 Feb 2026 | Quote · excluded | Database timeout Line of business app · KB · Branch | P4 | Closed | — | — | n/a |
| LIN127-100203 | 05 Feb 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 0.08 hr | 22.7 hr | Met |
| LIN127-100202 | 03 Feb 2026 | Service Request | Site offline Network · SE · Branch | P2 | Resolved | 1.31 hr | 1.7 days | Met |
| LIN127-100201 | 02 Feb 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 1.26 hr | 23.9 hr | Met |
| LIN127-100200 | 28 Jan 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | — | — | n/a |
| LIN127-100199 | 27 Jan 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Closed | 1.04 hr | 21.3 hr | Met |
| LIN127-100198 | 26 Jan 2026 | Quote · excluded | Report not generating Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| LIN127-100197 | 23 Jan 2026 | Service Request | Message quarantined Email · AB · Remote | P3 | Resolved | 0.10 hr | 2.5 hr | Met |
| LIN127-100196 | 22 Jan 2026 | Incident | Leaver process User admin · AB · Remote | P3 | Resolved | 1.17 hr | 1.5 days | Met |
| LIN127-100195 | 19 Jan 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.99 hr | 9.0 hr | Met |
| LIN127-100194 | 16 Jan 2026 | Incident | Switch port fault Network · TAG · Head Office | P4 | Resolved | 0.70 hr | 1.3 days | Met |
| LIN127-100193 | 15 Jan 2026 | Incident | Mailbox delegation Email · ML · Remote | P3 | Resolved | 5.89 hr | 1.8 days | Met |
| LIN127-100192 | 14 Jan 2026 | Service Request | Backup job failed Backup · SE · Head Office | P4 | Resolved | 0.92 hr | 12.3 hr | Met |
| LIN127-100191 | 13 Jan 2026 | Incident | Scan to email failing Printing · AB · Remote | P2 | Closed | 3.72 hr | 1.9 days | Met |
| LIN127-100190 | 12 Jan 2026 | Service Request | Backup job failed Backup · ML · Branch | P2 | Resolved | 2.74 hr | 1.9 days | Met |
| LIN127-100189 | 09 Jan 2026 | Planned Install · excluded | Toner replacement Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| LIN127-100188 | 08 Jan 2026 | Incident | New starter setup User admin · TAG · Remote | P3 | Closed | 0.47 hr | 2.2 days | Met |
| LIN127-100187 | 07 Jan 2026 | Quote · excluded | Screen flickering Hardware · AB · Remote | P4 | Closed | — | — | n/a |
| LIN127-100186 | 02 Jan 2026 | Planned Install · excluded | New starter setup User admin · BK · Remote | P2 | Resolved | — | — | n/a |
| LIN127-100185 | 01 Jan 2026 | Service Request | Suspicious sign-in review Security · BK · Remote | P2 | Resolved | — | — | n/a |
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.