SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 39 records in this selection sit outside that — quotes, projects and planned installs, plus 20 calls billed time and materials. They stay visible for volume context.
Service performance
71 eligible records in this yearAverage first response
5.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.6%
7 call(s) over the 8-hour target
First-time fix
71.4%
Where the source records the field
Volume
Contract calls
71
110 calls logged in the period
Off contract
20
£4,081.5 chargeable
Open / closed
4 / 106
Across the selected period
Data-quality gaps
4
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
71
records
- Line of business app12
- Network11
- Email10
- Backup7
- Hardware7
- Security6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 71 | 5.90 hr | 89.6% | 7 | 39 |
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 | 10 | 17.71 hr | 80% | 2 |
| Anne-Marie Cable | 8 | 3.50 hr | 88% | 1 |
| Kelly Gregory | 8 | 2.08 hr | 100% | 0 |
| Damian Armstrong | 7 | 12.14 hr | 71% | 2 |
| (Not recorded) | 6 | 1.87 hr | 100% | 0 |
| Barry Ebbs | 6 | 2.13 hr | 80% | 1 |
| Chloe Dempsey | 6 | 5.73 hr | 83% | 1 |
| Julie Herbert | 5 | 1.87 hr | 100% | 0 |
| Aiden Higgins | 4 | 0.80 hr | 100% | 0 |
| Stacey Thomas | 4 | 1.34 hr | 100% | 0 |
| Rachael Parkin | 3 | 6.52 hr | 100% | 0 |
| Daniel Blacker | 3 | 1.54 hr | 100% | 0 |
7 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 129.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306789 | Karen Taylor | Apple MacBook Air M2 | 2026-07-21 14:57 | 137.58 hr | +129.6 | KB | New extension setup |
| 306730 | Damian Armstrong | Dell Latitude E7470 | 2026-03-18 09:53 | 47.32 hr | +39.3 | ML | Site offline |
| 306711 | Chloe Dempsey | HP ProBook 450 G6 | 2026-01-30 11:07 | 32.41 hr | +24.4 | TAG | Database timeout |
| 306749 | Karen Taylor | Apple iPhone 14 | 2026-04-24 13:50 | 19.79 hr | +11.8 | ML | Name change request |
| 306760 | Damian Armstrong | Dell Latitude E7470 | 2026-05-25 12:50 | 19.44 hr | +11.4 | ML | Call quality issue |
| 306800 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-08-14 17:26 | 10.08 hr | +2.1 | SE | New printer driver rollout |
| 306794 | Barry Ebbs | HP EliteBook 840 G9 | 2026-08-04 10:42 | 8.40 hr | +0.4 | TAG | Report not generating |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 4 | 22 Mar 2026 – 10 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 3 | 19 Feb 2026 – 11 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 3 | 25 Feb 2026 – 14 May 2026 |
| (Not recorded) | Hardware | 3 | 26 Feb 2026 – 18 Aug 2026 |
| Barry Ebbs | Line of business app | 3 | 24 Jun 2026 – 04 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Monitoring / server / security | 4 | 12 Jan 2026 – 08 May 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 3 | 07 Jan 2026 – 19 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
110 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LIN485-100335 | 25 Aug 2026 | Change | Replacement keyboard Hardware · KB · Head Office | P3 | In Progress | — | — | n/a |
| LIN485-100334 | 20 Aug 2026 | Project · excluded | Handset registration Telephony · TAG · Head Office | P1 | Open | — | — | n/a |
| LIN485-100333 | 18 Aug 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P4 | Resolved | 1.41 hr | 2.1 days | Met |
| LIN485-100332 | 17 Aug 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 2.53 hr | 6.0 hr | Met |
| LIN485-100331 | 14 Aug 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P2 | Resolved | 10.08 hr | 4.2 hr | Missed |
| LIN485-100330 | 12 Aug 2026 | Project · excluded | Retention change Backup · TAG · Head Office | P4 | In Progress | — | — | n/a |
| LIN485-100329 | 11 Aug 2026 | Service Request | Site offline Network · AB · Head Office | P2 | Resolved | 0.38 hr | 1.5 days | Met |
| LIN485-100328 | 10 Aug 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Closed | 1.15 hr | 1.5 days | Met |
| LIN485-100327 | 06 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Resolved | 1.13 hr | 12.3 hr | Met |
| LIN485-100326 | 05 Aug 2026 | Incident | Distribution list change Email · TAG · Head Office | P4 | Closed | 3.64 hr | 1.1 days | Met |
| LIN485-100325 | 04 Aug 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 8.40 hr | 1.9 days | Missed |
| LIN485-100324 | 03 Aug 2026 | Service Request | Backup job failed Backup · ML · Remote | P4 | Closed | 0.60 hr | 2.2 days | Met |
| LIN485-100323 | 29 Jul 2026 | Incident | Site offline Network · AB · Head Office | P3 | Resolved | 0.46 hr | 1.8 days | Met |
| LIN485-100322 | 28 Jul 2026 | Project · excluded | Mailbox delegation Email · SE · Head Office | P2 | Open | — | — | n/a |
| LIN485-100321 | 22 Jul 2026 | Incident · excluded | Suspicious sign-in review Security · SE · Head Office | P2 | Resolved | — | — | n/a |
| LIN485-100320 | 21 Jul 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Closed | 137.58 hr | 22.6 hr | Missed |
| LIN485-100319 | 14 Jul 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| LIN485-100318 | 13 Jul 2026 | Service Request | Distribution list change Email · ML · Remote | P3 | Closed | 0.46 hr | 22.2 hr | Met |
| LIN485-100317 | 10 Jul 2026 | Service Request · excluded | Mailbox delegation Email · KB · Site 2 | P3 | Resolved | — | — | n/a |
| LIN485-100316 | 09 Jul 2026 | Incident | Toner replacement Printing · KB · Branch | P3 | Closed | 1.28 hr | 1.2 days | Met |
| LIN485-100315 | 08 Jul 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Closed | 7.50 hr | 22.0 hr | Met |
| LIN485-100314 | 06 Jul 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P3 | Closed | 1.26 hr | 5.6 hr | Met |
| LIN485-100313 | 03 Jul 2026 | Project · excluded | Printer offline Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| LIN485-100312 | 02 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Remote | P4 | Resolved | 1.07 hr | 21.5 hr | Met |
| LIN485-100311 | 01 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · TAG · Remote | P3 | Resolved | — | — | n/a |
| LIN485-100310 | 30 Jun 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P4 | Closed | 0.71 hr | 3.2 hr | Met |
| LIN485-100309 | 27 Jun 2026 | Service Request | New starter setup User admin · KB · Head Office | P4 | Resolved | 4.80 hr | 1.8 days | Met |
| LIN485-100308 | 26 Jun 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Closed | 2.66 hr | 3.0 hr | Met |
| LIN485-100307 | 25 Jun 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 2.95 hr | 1.1 days | Met |
| LIN485-100306 | 24 Jun 2026 | Change | Licence renewal Line of business app · ML · Remote | P3 | Closed | 0.71 hr | 1.1 days | Met |
| LIN485-100305 | 23 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| LIN485-100304 | 18 Jun 2026 | Incident | Distribution list change Email · TAG · Head Office | P3 | Resolved | 3.24 hr | 1.5 days | Met |
| LIN485-100303 | 17 Jun 2026 | Service Request · excluded | Spoofed email reported Email · AB · Head Office | P2 | Closed | — | — | n/a |
| LIN485-100302 | 15 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Site 2 | P2 | Closed | — | — | n/a |
| LIN485-100301 | 14 Jun 2026 | Project · excluded | Call quality issue Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| LIN485-100300 | 13 Jun 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 2.74 hr | 11.2 hr | Met |
| LIN485-100299 | 09 Jun 2026 | Service Request | Switch port fault Network · AB · Head Office | P2 | Closed | 0.35 hr | 1.7 days | Met |
| LIN485-100298 | 08 Jun 2026 | Incident | Site offline Network · AB · Head Office | P3 | Closed | 2.38 hr | 2.3 days | Met |
| LIN485-100297 | 02 Jun 2026 | Quote · excluded | Site offline Network · TAG · Branch | P3 | Resolved | — | — | n/a |
| LIN485-100296 | 01 Jun 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P2 | Resolved | 0.61 hr | 2.1 days | Met |
| LIN485-100295 | 29 May 2026 | Incident | Backup job failed Backup · AB · Branch | P4 | Resolved | 0.69 hr | 1.1 days | Met |
| LIN485-100294 | 28 May 2026 | Incident · excluded | Laptop will not boot Hardware · ML · Remote | P3 | Resolved | — | — | n/a |
| LIN485-100293 | 27 May 2026 | Incident | Spoofed email reported Email · SE · Branch | P1 | Resolved | 0.64 hr | 4.8 hr | Met |
| LIN485-100292 | 26 May 2026 | Service Request | Permission change User admin · TAG · Head Office | P4 | Resolved | 1.07 hr | 2.3 days | Met |
| LIN485-100291 | 25 May 2026 | Change | Call quality issue Telephony · ML · Branch | P3 | Resolved | 19.44 hr | 0.3 hr | Missed |
| LIN485-100290 | 22 May 2026 | Quote · excluded | Database timeout Line of business app · BK · Head Office | P4 | Resolved | — | — | n/a |
| LIN485-100289 | 19 May 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Closed | 3.64 hr | 1.8 days | Met |
| LIN485-100288 | 18 May 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P4 | Closed | 0.89 hr | 1.0 days | Met |
| LIN485-100287 | 15 May 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| LIN485-100286 | 14 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Resolved | 5.86 hr | 1.7 days | Met |
| LIN485-100285 | 08 May 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 1.32 hr | 23.3 hr | Met |
| LIN485-100284 | 07 May 2026 | Service Request | Retention change Backup · KB · Head Office | P4 | Closed | 4.36 hr | 1.9 days | Met |
| LIN485-100283 | 30 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Remote | P3 | Closed | 0.62 hr | 2.2 days | Met |
| LIN485-100282 | 29 Apr 2026 | Quote · excluded | Spoofed email reported Email · AB · Remote | P3 | Resolved | — | — | n/a |
| LIN485-100281 | 27 Apr 2026 | Service Request | Suspicious sign-in review Security · KB · Branch | P1 | Closed | — | — | n/a |
| LIN485-100280 | 24 Apr 2026 | Incident | Name change request User admin · ML · Remote | P3 | Resolved | 19.79 hr | 1.6 days | Missed |
| LIN485-100279 | 23 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Head Office | P2 | Closed | 1.85 hr | 2.5 days | Met |
| LIN485-100278 | 22 Apr 2026 | Incident | Application crash on launch Line of business app · KB · Branch | P3 | Resolved | 5.14 hr | 1.9 hr | Met |
| LIN485-100277 | 17 Apr 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 0.89 hr | 2.2 days | Met |
| LIN485-100276 | 16 Apr 2026 | Incident · excluded | Restore request Backup · KB · Remote | P3 | Closed | — | — | n/a |
| LIN485-100275 | 15 Apr 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 6.26 hr | 1.1 days | Met |
| LIN485-100274 | 14 Apr 2026 | Incident | Database timeout Line of business app · ML · Head Office | P2 | Closed | 0.29 hr | 15.1 hr | Met |
| LIN485-100273 | 09 Apr 2026 | Incident · excluded | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | — | — | n/a |
| LIN485-100272 | 08 Apr 2026 | Service Request · excluded | Switch port fault Network · KB · Site 2 | P3 | Resolved | — | — | n/a |
| LIN485-100271 | 07 Apr 2026 | Incident | Replacement keyboard Hardware · SE · Remote | P1 | Resolved | 0.76 hr | 14.3 hr | Met |
| LIN485-100270 | 06 Apr 2026 | Incident · excluded | Suspicious sign-in review Security · AB · Head Office | P2 | Resolved | — | — | n/a |
| LIN485-100269 | 02 Apr 2026 | Service Request | Screen flickering Hardware · SE · Remote | P3 | Resolved | 0.14 hr | 12.5 hr | Met |
| LIN485-100268 | 01 Apr 2026 | Quote · excluded | Switch port fault Network · SE · Head Office | P2 | Resolved | — | — | n/a |
| LIN485-100267 | 31 Mar 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 7.45 hr | 19.4 hr | Met |
| LIN485-100266 | 30 Mar 2026 | Incident | Retention change Backup · KB · Head Office | P3 | Resolved | 0.56 hr | 4.2 hr | Met |
| LIN485-100265 | 26 Mar 2026 | Incident | Switch port fault Network · AB · Site 2 | P3 | Resolved | 1.52 hr | 1.1 days | Met |
| LIN485-100264 | 24 Mar 2026 | Change · excluded | New starter setup User admin · BK · Branch | P3 | Resolved | — | — | n/a |
| LIN485-100263 | 23 Mar 2026 | Incident | New starter setup User admin · SE · Remote | P3 | Resolved | 0.41 hr | 2.3 days | Met |
| LIN485-100262 | 22 Mar 2026 | Change | Distribution list change Email · KB · Branch | P2 | Resolved | 2.96 hr | 19.5 hr | Met |
| LIN485-100261 | 18 Mar 2026 | Service Request | Site offline Network · ML · Head Office | P3 | Closed | 47.32 hr | 1.3 days | Missed |
| LIN485-100260 | 17 Mar 2026 | Project · excluded | New extension setup Telephony · TAG · Head Office | P2 | Closed | — | — | n/a |
| LIN485-100259 | 13 Mar 2026 | Incident · excluded | New extension setup Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| LIN485-100258 | 10 Mar 2026 | Planned Install · excluded | Scan to email failing Printing · BK · Remote | P3 | Resolved | — | — | n/a |
| LIN485-100257 | 06 Mar 2026 | Incident | Message quarantined Email · ML · Site 2 | P3 | Closed | 2.84 hr | 5.0 hr | Met |
| LIN485-100256 | 04 Mar 2026 | Incident | Retention change Backup · ML · Head Office | P4 | Closed | 1.65 hr | 2.1 days | Met |
| LIN485-100255 | 03 Mar 2026 | Project · excluded | New extension setup Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| LIN485-100254 | 02 Mar 2026 | Service Request | Restore request Backup · ML · Branch | P4 | Closed | 5.54 hr | 2.4 days | Met |
| LIN485-100253 | 26 Feb 2026 | Service Request | Laptop will not boot Hardware · ML · Remote | P4 | Closed | 4.86 hr | 1.4 days | Met |
| LIN485-100252 | 25 Feb 2026 | Service Request | Message quarantined Email · AB · Head Office | P4 | Resolved | 3.18 hr | 16.1 hr | Met |
| LIN485-100251 | 20 Feb 2026 | Service Request · excluded | Message quarantined Email · SE · Branch | P3 | Closed | — | — | n/a |
| LIN485-100250 | 19 Feb 2026 | Incident | Phishing report triage Security · AB · Branch | P2 | Closed | 0.35 hr | 2.0 days | Met |
| LIN485-100249 | 17 Feb 2026 | Quote · excluded | Name change request User admin · SE · Head Office | P1 | Resolved | — | — | n/a |
| LIN485-100248 | 15 Feb 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| LIN485-100247 | 13 Feb 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| LIN485-100246 | 09 Feb 2026 | Incident | Name change request User admin · TAG · Branch | P3 | Closed | 0.40 hr | 23.2 hr | Met |
| LIN485-100245 | 06 Feb 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 5.14 hr | 16.4 hr | Met |
| LIN485-100244 | 04 Feb 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Site 2 | P2 | Resolved | — | — | n/a |
| LIN485-100243 | 03 Feb 2026 | Quote · excluded | Printer offline Printing · ML · Head Office | P1 | Closed | — | — | n/a |
| LIN485-100242 | 30 Jan 2026 | Incident | Database timeout Line of business app · TAG · Remote | P3 | Closed | 32.41 hr | 2.2 days | Missed |
| LIN485-100241 | 29 Jan 2026 | Change · excluded | Docking station not detected Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| LIN485-100240 | 28 Jan 2026 | Service Request · excluded | Leaver process User admin · TAG · Head Office | P1 | Resolved | — | — | n/a |
| LIN485-100239 | 27 Jan 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P4 | Closed | 0.06 hr | 1.2 days | Met |
| LIN485-100238 | 26 Jan 2026 | Incident | Switch port fault Network · KB · Remote | P3 | Resolved | 0.52 hr | 21.7 hr | Met |
| LIN485-100237 | 23 Jan 2026 | Incident · excluded | Voicemail not delivering Telephony · TAG · Site 2 | P3 | Closed | — | — | n/a |
| LIN485-100236 | 20 Jan 2026 | Change | Mailbox delegation Email · KB · Branch | P3 | Closed | 0.59 hr | 1.7 days | Met |
| LIN485-100235 | 19 Jan 2026 | Planned Install · excluded | Database timeout Line of business app · KB · Branch | P4 | Closed | — | — | n/a |
| LIN485-100234 | 16 Jan 2026 | Incident | Backup job failed Backup · TAG · Head Office | P3 | Closed | 0.69 hr | 2.2 days | Met |
| LIN485-100233 | 15 Jan 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 0.52 hr | 16.8 hr | Met |
| LIN485-100232 | 14 Jan 2026 | Quote · excluded | Site offline Network · SE · Remote | P4 | Resolved | — | — | n/a |
| LIN485-100231 | 13 Jan 2026 | Quote · excluded | Distribution list change Email · BK · Branch | P4 | Closed | — | — | n/a |
| LIN485-100230 | 12 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 0.41 hr | 2.3 hr | Met |
| LIN485-100229 | 08 Jan 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| LIN485-100228 | 07 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Closed | 1.15 hr | 2.7 hr | Met |
| LIN485-100227 | 05 Jan 2026 | Service Request | Mailbox delegation Email · ML · Branch | P3 | Closed | 1.22 hr | 19.9 hr | Met |
| LIN485-100226 | 01 Jan 2026 | Quote · excluded | Database timeout Line of business app · AB · 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.