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Lofthouse Fabrication Partners

LOF057ActiveTime and materials

lofthousefabrication.co.uk · Manufacturing · Account manager Tom Whitfield

Microsoft 365Healthy31 hr agoSupport & assets (SQL)Healthy22 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
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 18 calls billed time and materials. They stay visible for volume context.

Service performance

80 eligible records in this year
Average first response
3.0 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
92.4%
6 call(s) over the 8-hour target
First-time fix
67.5%
Where the source records the field

Volume

Contract calls
80
113 calls logged in the period
Off contract
18
£4,363.5 chargeable
Open / closed
2 / 111
Across the selected period
Data-quality gaps
1
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

80
records
  • Printing11
  • Backup11
  • Email10
  • Microsoft 3659
  • Hardware9
  • Line of business app7

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026803.01 hr92.4%633

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Karen Taylor142.33 hr93%1
Anne-Marie Cable133.24 hr92%1
Damian Armstrong92.27 hr100%0
Chloe Dempsey82.04 hr88%1
Stacey Thomas73.34 hr86%1
Daniel Blacker61.44 hr100%0
(Not recorded)52.33 hr100%0
Julie Herbert52.60 hr100%0
Kelly Gregory41.93 hr100%0
Phil Jenkins30.87 hr100%0
Aiden Higgins31.41 hr100%0
Barry Ebbs224.05 hr50%1

6 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 38.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
306838Barry EbbsSamsung Galaxy A542026-01-28 09:1546.47 hr+38.5TAGDatabase timeout
306886Anne-Marie CableApple MacBook Pro 142026-05-21 13:1820.01 hr+12.0SEReplacement keyboard
306854Karen TaylorSamsung Galaxy A542026-03-06 12:0111.34 hr+3.3KBRestore request
306918Rachael ParkinUbiquiti UAP-AC-PRO2026-07-23 17:0210.60 hr+2.6SEScreen flickering
306922Stacey ThomasLenovo ThinkPad T142026-07-29 14:1110.53 hr+2.5KBSlow VPN
306827Chloe DempseyApple MacBook Air M22026-01-08 11:4710.09 hr+2.1MLNew starter setup

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorEmail / Microsoft 365628 Apr 2026 – 30 Jul 2026
Karen TaylorPrinting416 Jan 2026 – 31 Mar 2026
Damian ArmstrongMonitoring / server / security320 Feb 2026 – 27 May 2026
Anne-Marie CableHardware321 May 2026 – 07 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Samsung Galaxy A54Backup / restore405 Jan 2026 – 24 Jul 2026
Dell Latitude 5440Printing326 Jan 2026 – 04 Jun 2026
Dell OptiPlex 7010Backup / restore305 Feb 2026 – 18 Jun 2026
Dell Latitude 7420Hardware309 Mar 2026 – 07 Aug 2026
Dell Latitude 7420Email / Microsoft 365312 Mar 2026 – 11 Jun 2026
Dell Latitude E7470Email / Microsoft 365325 Mar 2026 – 19 Aug 2026
Lenovo ThinkPad T14Email / Microsoft 365318 May 2026 – 26 Jun 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

113 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
LOF057-10034425 Aug 2026Quote · excludedDocking station not detected
Hardware · KB · Remote
P4In Progress——n/a
LOF057-10034321 Aug 2026IncidentVoicemail not delivering
Telephony · TAG · Branch
P2Resolved0.97 hr1.5 hrMet
LOF057-10034220 Aug 2026Incident · excludedNew extension setup
Telephony · AB · Remote
P3Resolved——n/a
LOF057-10034119 Aug 2026IncidentOneDrive sync conflict
Microsoft 365 · SE · Head Office
P3Closed0.42 hr2.4 daysMet
LOF057-10034014 Aug 2026Service RequestSite offline
Network · ML · Head Office
P4Resolved0.58 hr1.7 daysMet
LOF057-10033913 Aug 2026Quote · excludedDistribution list change
Email · SE · Head Office
P3Closed——n/a
LOF057-10033812 Aug 2026Incident · excludedSuspicious sign-in review
Security · KB · Site 2
P3Closed——n/a
LOF057-10033711 Aug 2026IncidentWi-Fi dropouts in warehouse
Network · KB · Head Office
P4Closed0.23 hr1.7 daysMet
LOF057-10033610 Aug 2026Incident · excludedSite offline
Network · TAG · Head Office
P2Closed——n/a
LOF057-10033507 Aug 2026Service RequestScreen flickering
Hardware · AB · Head Office
P2Closed0.37 hr2.1 daysMet
LOF057-10033405 Aug 2026IncidentReplacement keyboard
Hardware · TAG · Site 2
P2Closed0.43 hr1.3 daysMet
LOF057-10033304 Aug 2026Incident · excludedReplacement keyboard
Hardware · BK · Site 2
P3Closed——n/a
LOF057-10033230 Jul 2026IncidentMessage quarantined
Email · KB · Remote
P3Resolved4.28 hr23.6 hrMet
LOF057-10033129 Jul 2026IncidentSlow VPN
Network · KB · Head Office
P4Closed10.53 hr12.7 hrMissed
LOF057-10033028 Jul 2026Service Request · excludedRetention change
Backup · TAG · Head Office
P3Closed——n/a
LOF057-10032927 Jul 2026IncidentEndpoint alert investigation
Security · BK · Head Office
P2Resolved1.06 hr2.2 daysMet
LOF057-10032824 Jul 2026ChangeRestore request
Backup · ML · Head Office
P2Closed0.77 hr20.9 hrMet
LOF057-10032723 Jul 2026IncidentScreen flickering
Hardware · SE · Head Office
P3Closed10.60 hr1.1 daysMissed
LOF057-10032622 Jul 2026Quote · excludedPrinter offline
Printing · TAG · Branch
P3Open——n/a
LOF057-10032520 Jul 2026IncidentRestore request
Backup · ML · Branch
P1Closed1.48 hr12.9 hrMet
LOF057-10032417 Jul 2026IncidentLicence renewal
Line of business app · BK · Head Office
P3Resolved2.69 hr14.3 hrMet
LOF057-10032316 Jul 2026Service RequestDistribution list change
Email · BK · Head Office
P3Closed0.08 hr0.6 hrMet
LOF057-10032215 Jul 2026Service Request · excludedRetention change
Backup · KB · Head Office
P1Resolved——n/a
LOF057-10032114 Jul 2026Service RequestApplication crash on launch
Line of business app · AB · Head Office
P3Closed0.58 hr1.1 daysMet
LOF057-10032013 Jul 2026Service RequestPermission change
User admin · SE · Head Office
P4Resolved3.45 hr2.4 daysMet
LOF057-10031909 Jul 2026Service Request · excludedHandset registration
Telephony · SE · Branch
P3Closed——n/a
LOF057-10031808 Jul 2026Service RequestMessage quarantined
Email · BK · Head Office
P3Closed6.13 hr10.5 hrMet
LOF057-10031706 Jul 2026Service RequestHandset registration
Telephony · TAG · Head Office
P2Resolved0.76 hr1.9 daysMet
LOF057-10031603 Jul 2026IncidentSpoofed email reported
Email · BK · Remote
P3Closed1.09 hr5.8 hrMet
LOF057-10031501 Jul 2026Quote · excludedMailbox delegation
Email · ML · Branch
P2Closed——n/a
LOF057-10031426 Jun 2026Service RequestMailbox delegation
Email · TAG · Branch
P2Resolved0.37 hr2.2 daysMet
LOF057-10031325 Jun 2026ChangeCall quality issue
Telephony · SE · Head Office
P4Closed0.28 hr21.4 hrMet
LOF057-10031224 Jun 2026Incident · excludedDocking station not detected
Hardware · BK · Branch
P3Closed——n/a
LOF057-10031122 Jun 2026IncidentNew starter setup
User admin · ML · Head Office
P3Closed0.91 hr1.2 daysMet
LOF057-10031019 Jun 2026Service RequestScan to email failing
Printing · AB · Head Office
P4Closed5.08 hr17.4 hrMet
LOF057-10030918 Jun 2026IncidentRestore request
Backup · SE · Branch
P3Closed1.24 hr13.1 hrMet
LOF057-10030817 Jun 2026Service RequestMailbox delegation
Email · SE · Head Office
P3Closed0.78 hr1.1 daysMet
LOF057-10030716 Jun 2026Quote · excludedTeams sign-in loop
Microsoft 365 · AB · Branch
P3Closed——n/a
LOF057-10030615 Jun 2026Service RequestLicence renewal
Line of business app · AB · Site 2
P2Resolved0.47 hr18.9 hrMet
LOF057-10030512 Jun 2026ChangePrinter offline
Printing · KB · Site 2
P4Closed1.63 hr2.3 daysMet
LOF057-10030411 Jun 2026Service RequestMailbox delegation
Email · AB · Branch
P2Closed0.62 hr0.3 hrMet
LOF057-10030304 Jun 2026Service RequestPrinter offline
Printing · ML · Head Office
P3Resolved4.75 hr2.3 daysMet
LOF057-10030203 Jun 2026IncidentMessage quarantined
Email · AB · Head Office
P3Closed1.78 hr2.1 daysMet
LOF057-10030102 Jun 2026Service RequestDistribution list change
Email · SE · Site 2
P4Resolved1.35 hr8.2 hrMet
LOF057-10030001 Jun 2026IncidentVoicemail not delivering
Telephony · KB · Remote
P2Closed2.94 hr1.2 daysMet
LOF057-10029929 May 2026Service RequestBackup job failed
Backup · AB · Head Office
P3Resolved1.36 hr1.4 daysMet
LOF057-10029828 May 2026Service RequestSharePoint permission request
Microsoft 365 · AB · Head Office
P3Resolved4.40 hr6.7 hrMet
LOF057-10029727 May 2026IncidentEndpoint alert investigation
Security · BK · Head Office
P4Resolved3.73 hr2.3 daysMet
LOF057-10029626 May 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Head Office
P4Closed1.46 hr10.9 hrMet
LOF057-10029521 May 2026ChangeReplacement keyboard
Hardware · SE · Head Office
P2Closed20.01 hr8.2 hrMissed
LOF057-10029420 May 2026Service Request · excludedReplacement keyboard
Hardware · TAG · Head Office
P3Resolved——n/a
LOF057-10029319 May 2026Service RequestDocking station not detected
Hardware · BK · Branch
P3Closed1.28 hr15.7 hrMet
LOF057-10029218 May 2026IncidentSharePoint permission request
Microsoft 365 · KB · Remote
P2Resolved0.20 hr1.5 daysMet
LOF057-10029115 May 2026Service RequestToner replacement
Printing · TAG · Head Office
P3Closed1.08 hr7.0 hrMet
LOF057-10029014 May 2026Incident · excludedOneDrive sync conflict
Microsoft 365 · ML · Branch
P2Resolved——n/a
LOF057-10028913 May 2026Service Request · excludedEndpoint alert investigation
Security · SE · Head Office
P4Resolved——n/a
LOF057-10028805 May 2026Service RequestLicence renewal
Line of business app · KB · Branch
P3Resolved0.66 hr4.9 hrMet
LOF057-10028704 May 2026IncidentSwitch port fault
Network · SE · Remote
P4Resolved0.59 hr2.4 daysMet
LOF057-10028629 Apr 2026Quote · excludedApplication crash on launch
Line of business app · SE · Branch
P3Closed——n/a
LOF057-10028528 Apr 2026Service RequestSharePoint permission request
Microsoft 365 · ML · Head Office
P3Resolved4.08 hr1.8 daysMet
LOF057-10028427 Apr 2026Service Request · excludedToner replacement
Printing · BK · Branch
P3Closed——n/a
LOF057-10028324 Apr 2026Service RequestNew starter setup
User admin · TAG · Branch
P2Resolved0.76 hr1.8 daysMet
LOF057-10028214 Apr 2026Service RequestPermission change
User admin · TAG · Remote
P3Resolved0.88 hr12.5 hrMet
LOF057-10028113 Apr 2026IncidentBackup job failed
Backup · KB · Head Office
P3Resolved1.00 hr1.4 daysMet
LOF057-10028008 Apr 2026Service Request · excludedEndpoint alert investigation
Security · TAG · Head Office
P2Closed——n/a
LOF057-10027907 Apr 2026Quote · excludedScan to email failing
Printing · TAG · Head Office
P2Closed——n/a
LOF057-10027806 Apr 2026IncidentLicence renewal
Line of business app · ML · Head Office
P3Resolved——n/a
LOF057-10027703 Apr 2026Change · excludedDistribution list change
Email · KB · Head Office
P4Closed——n/a
LOF057-10027601 Apr 2026IncidentScreen flickering
Hardware · KB · Head Office
P4Closed4.31 hr2.5 hrMet
LOF057-10027531 Mar 2026IncidentToner replacement
Printing · SE · Head Office
P3Closed0.51 hr0.8 hrMet
LOF057-10027426 Mar 2026IncidentBackup job failed
Backup · BK · Head Office
P2Closed4.23 hr1.2 daysMet
LOF057-10027325 Mar 2026IncidentOneDrive sync conflict
Microsoft 365 · AB · Branch
P3Resolved0.43 hr1.2 daysMet
LOF057-10027224 Mar 2026IncidentReplacement keyboard
Hardware · AB · Head Office
P3Resolved4.05 hr7.6 hrMet
LOF057-10027123 Mar 2026Quote · excludedDocking station not detected
Hardware · KB · Branch
P2Resolved——n/a
LOF057-10027020 Mar 2026Service RequestSuspicious sign-in review
Security · ML · Head Office
P4Closed1.45 hr2.1 daysMet
LOF057-10026917 Mar 2026Incident · excludedDatabase timeout
Line of business app · AB · Head Office
P3Resolved——n/a
LOF057-10026816 Mar 2026Service RequestTeams sign-in loop
Microsoft 365 · SE · Branch
P2Closed0.74 hr1.6 daysMet
LOF057-10026712 Mar 2026Service RequestMessage quarantined
Email · AB · Head Office
P2Closed1.18 hr1.7 daysMet
LOF057-10026611 Mar 2026IncidentSuspicious sign-in review
Security · SE · Head Office
P3Closed2.34 hr2.4 daysMet
LOF057-10026509 Mar 2026IncidentDocking station not detected
Hardware · TAG · Remote
P4Closed1.28 hr1.4 daysMet
LOF057-10026408 Mar 2026Incident · excludedMailbox delegation
Email · ML · Site 2
P3Resolved——n/a
LOF057-10026306 Mar 2026IncidentRestore request
Backup · KB · Branch
P3Closed11.34 hr0.4 hrMissed
LOF057-10026205 Mar 2026IncidentToner replacement
Printing · BK · Head Office
P4Closed4.41 hr1.4 daysMet
LOF057-10026127 Feb 2026Service RequestBackup capacity review
Backup · SE · Branch
P3Closed0.67 hr17.7 hrMet
LOF057-10026026 Feb 2026IncidentPhishing report triage
Security · ML · Remote
P3Resolved1.37 hr11.0 hrMet
LOF057-10025923 Feb 2026Quote · excludedHandset registration
Telephony · BK · Head Office
P4Closed——n/a
LOF057-10025820 Feb 2026IncidentMFA reset
Security · TAG · Head Office
P4Closed2.72 hr0.8 hrMet
LOF057-10025718 Feb 2026Quote · excludedBackup capacity review
Backup · KB · Head Office
P3Closed——n/a
LOF057-10025611 Feb 2026IncidentSlow VPN
Network · SE · Branch
P4Closed3.73 hr16.8 hrMet
LOF057-10025510 Feb 2026Service RequestDatabase timeout
Line of business app · KB · Remote
P3Closed0.45 hr1.1 daysMet
LOF057-10025406 Feb 2026IncidentPermission change
User admin · TAG · Branch
P3Closed5.65 hr1.8 daysMet
LOF057-10025305 Feb 2026ChangeRetention change
Backup · BK · Head Office
P3Closed1.42 hr2.3 daysMet
LOF057-10025204 Feb 2026ChangeToner replacement
Printing · KB · Branch
P4Closed0.36 hr15.2 hrMet
LOF057-10025103 Feb 2026Planned Install · excludedDocking station not detected
Hardware · TAG · Head Office
P3Closed——n/a
LOF057-10025002 Feb 2026Planned Install · excludedVoicemail not delivering
Telephony · BK · Remote
P3Closed——n/a
LOF057-10024901 Feb 2026Service RequestNew extension setup
Telephony · KB · Site 2
P1Closed1.37 hr9.2 hrMet
LOF057-10024829 Jan 2026Planned Install · excludedSwitch port fault
Network · TAG · Head Office
P2Closed——n/a
LOF057-10024728 Jan 2026IncidentDatabase timeout
Line of business app · TAG · Remote
P4Resolved46.47 hr1.1 daysMissed
LOF057-10024627 Jan 2026IncidentSite offline
Network · SE · Head Office
P3Closed0.07 hr1.2 daysMet
LOF057-10024526 Jan 2026IncidentNew printer driver rollout
Printing · KB · Remote
P2Resolved0.67 hr3.9 hrMet
LOF057-10024423 Jan 2026Service RequestLaptop will not boot
Hardware · SE · Head Office
P4Closed3.06 hr2.2 daysMet
LOF057-10024322 Jan 2026Service RequestTeams sign-in loop
Microsoft 365 · ML · Site 2
P4Resolved2.67 hr19.8 hrMet
LOF057-10024220 Jan 2026Service RequestBackup capacity review
Backup · AB · Head Office
P2Resolved5.30 hr1.4 daysMet
LOF057-10024116 Jan 2026IncidentToner replacement
Printing · SE · Head Office
P3Closed1.35 hr1.1 daysMet
LOF057-10024014 Jan 2026Incident · excludedPrinter offline
Printing · TAG · Head Office
P3Resolved——n/a
LOF057-10023913 Jan 2026Incident · excludedReplacement keyboard
Hardware · AB · Branch
P3Resolved——n/a
LOF057-10023812 Jan 2026Quote · excludedReport not generating
Line of business app · SE · Head Office
P3Resolved——n/a
LOF057-10023709 Jan 2026Service RequestPrinter offline
Printing · BK · Remote
P3Closed0.93 hr1.7 daysMet
LOF057-10023608 Jan 2026Service RequestNew starter setup
User admin · ML · Head Office
P4Closed10.09 hr14.3 hrMissed
LOF057-10023505 Jan 2026ChangeBackup job failed
Backup · AB · Branch
P4Closed2.34 hr2.2 daysMet
LOF057-10023403 Jan 2026IncidentSharePoint permission request
Microsoft 365 · AB · Head Office
P4Resolved0.57 hr1.3 daysMet
LOF057-10023302 Jan 2026IncidentPrinter offline
Printing · KB · Head Office
P2Closed0.37 hr2.3 daysMet
LOF057-10023201 Jan 2026Quote · excludedOneDrive sync conflict
Microsoft 365 · BK · Branch
P3Resolved——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.