SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 52 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
168 eligible records in this yearAverage first response
2.8 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
93.8%
10 call(s) over the 8-hour target
First-time fix
76.2%
Where the source records the field
Volume
Contract calls
168
220 calls logged in the period
Off contract
17
£6,654 chargeable
Open / closed
6 / 214
Across the selected period
Data-quality gaps
6
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
168
records
- Microsoft 36520
- Telephony20
- Security19
- Email19
- Hardware18
- Printing17
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 168 | 2.78 hr | 93.8% | 10 | 52 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 21 | 2.33 hr | 95% | 1 |
| Karen Taylor | 20 | 1.12 hr | 100% | 0 |
| Stacey Thomas | 19 | 3.26 hr | 89% | 2 |
| Chloe Dempsey | 16 | 3.62 hr | 88% | 2 |
| (Not recorded) | 15 | 1.82 hr | 100% | 0 |
| Kelly Gregory | 14 | 1.08 hr | 100% | 0 |
| Julie Herbert | 13 | 4.33 hr | 92% | 1 |
| Phil Jenkins | 12 | 1.23 hr | 100% | 0 |
| Damian Armstrong | 10 | 4.58 hr | 89% | 1 |
| Barry Ebbs | 9 | 2.70 hr | 100% | 0 |
| Daniel Blacker | 7 | 2.55 hr | 100% | 0 |
| Rachael Parkin | 7 | 9.34 hr | 57% | 3 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 19.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307231 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-08-10 16:23 | 27.91 hr | +19.9 | KB | Screen flickering |
| 307245 | Rachael Parkin | Apple iPhone 12 | 2026-08-20 16:58 | 27.41 hr | +19.4 | ML | Retention change |
| 307090 | Chloe Dempsey | Apple iPhone 12 | 2026-03-04 15:09 | 26.05 hr | +18.1 | SE | Handset registration |
| 307140 | Julie Herbert | HP ProDesk 400 G7 | 2026-05-04 11:44 | 24.48 hr | +16.5 | TAG | Toner replacement |
| 307162 | Rachael Parkin | Apple MacBook Air M2 | 2026-05-28 09:00 | 15.33 hr | +7.3 | TAG | SharePoint permission request |
| 307033 | Stacey Thomas | Apple MacBook Pro 14 | 2026-01-02 10:40 | 11.30 hr | +3.3 | SE | Scan to email failing |
| 307209 | Anne-Marie Cable | Brother MFC-L8690 | 2026-07-17 17:28 | 10.36 hr | +2.4 | TAG | Call quality issue |
| 307172 | Chloe Dempsey | Apple iPhone 14 | 2026-06-08 13:26 | 9.97 hr | +2.0 | BK | Permission change |
| 307236 | Rachael Parkin | Dell Latitude E7470 | 2026-08-13 12:45 | 9.26 hr | +1.3 | ML | Handset registration |
| 307128 | Stacey Thomas | Dell Latitude 7420 | 2026-04-22 10:37 | 9.21 hr | +1.2 | SE | Printer offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Email / Microsoft 365 | 5 | 01 Jan 2026 – 24 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 5 | 13 Jan 2026 – 25 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 16 Jan 2026 – 22 Jul 2026 |
| (Not recorded) | Printing | 5 | 22 Jan 2026 – 18 May 2026 |
| Chloe Dempsey | User administration | 5 | 26 Jan 2026 – 27 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 5 | 30 Jan 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 5 | 11 Feb 2026 – 08 Jul 2026 |
| (Not recorded) | Email / Microsoft 365 | 5 | 18 Feb 2026 – 12 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Email / Microsoft 365 | 4 | 14 Jan 2026 – 23 Feb 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 18 Feb 2026 – 19 Aug 2026 |
| Apple MacBook Pro 14 | Printing | 3 | 02 Jan 2026 – 19 May 2026 |
| Apple iPhone 14 | Telephony | 3 | 07 Jan 2026 – 01 Jun 2026 |
| Dell Latitude E7470 | Line of business app | 3 | 12 Jan 2026 – 08 May 2026 |
| Dell Latitude 5440 | User administration | 3 | 02 Feb 2026 – 07 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 17 Feb 2026 – 09 Jun 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 3 | 19 Feb 2026 – 08 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
220 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LOF515-100670 | 25 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 0.63 hr | 1.1 days | Met |
| LOF515-100669 | 24 Aug 2026 | Service Request · excluded | Handset registration Telephony · ML · Remote | P4 | Resolved | — | — | n/a |
| LOF515-100668 | 24 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 7.16 hr | 11.4 hr | Met |
| LOF515-100667 | 21 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Remote | P4 | Closed | — | — | n/a |
| LOF515-100666 | 21 Aug 2026 | Change | Replacement keyboard Hardware · SE · Branch | P3 | Closed | 4.04 hr | 1.5 days | Met |
| LOF515-100665 | 20 Aug 2026 | Service Request | Retention change Backup · ML · Remote | P2 | Resolved | 27.41 hr | 2.2 days | Missed |
| LOF515-100664 | 19 Aug 2026 | Incident | Handset registration Telephony · SE · Remote | P4 | Closed | 0.06 hr | 2.0 days | Met |
| LOF515-100663 | 19 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 0.60 hr | 4.6 hr | Met |
| LOF515-100662 | 18 Aug 2026 | Service Request | MFA reset Security · SE · Branch | P3 | Resolved | 0.75 hr | 18.1 hr | Met |
| LOF515-100661 | 18 Aug 2026 | Incident · excluded | Phishing report triage Security · BK · Head Office | P3 | Closed | — | — | n/a |
| LOF515-100660 | 17 Aug 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Closed | 0.64 hr | 1.1 days | Met |
| LOF515-100659 | 14 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P4 | Resolved | — | — | n/a |
| LOF515-100658 | 14 Aug 2026 | Quote · excluded | Database timeout Line of business app · TAG · Remote | P3 | Resolved | — | — | n/a |
| LOF515-100657 | 13 Aug 2026 | Quote · excluded | Distribution list change Email · SE · Head Office | P3 | In Progress | — | — | n/a |
| LOF515-100656 | 13 Aug 2026 | Change | Handset registration Telephony · ML · Head Office | P4 | Closed | 9.26 hr | 2.3 days | Missed |
| LOF515-100655 | 12 Aug 2026 | Incident | Leaver process User admin · AB · Head Office | P4 | Closed | 0.54 hr | 10.1 hr | Met |
| LOF515-100654 | 12 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Closed | 4.19 hr | 1.8 days | Met |
| LOF515-100653 | 11 Aug 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P1 | Resolved | 1.43 hr | 10.8 hr | Met |
| LOF515-100652 | 11 Aug 2026 | Change · excluded | New extension setup Telephony · TAG · Head Office | P2 | Closed | — | — | n/a |
| LOF515-100651 | 10 Aug 2026 | Service Request | Screen flickering Hardware · KB · Branch | P1 | Resolved | 27.91 hr | 13.6 hr | Missed |
| LOF515-100650 | 07 Aug 2026 | Incident | Name change request User admin · AB · Remote | P2 | Closed | 3.15 hr | 1.4 days | Met |
| LOF515-100649 | 06 Aug 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Closed | 2.67 hr | 8.9 hr | Met |
| LOF515-100648 | 05 Aug 2026 | Incident · excluded | Message quarantined Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| LOF515-100647 | 04 Aug 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P2 | Closed | 7.77 hr | 1.0 hr | Met |
| LOF515-100646 | 03 Aug 2026 | Change | New extension setup Telephony · ML · Site 2 | P4 | Closed | 2.16 hr | 1.7 days | Met |
| LOF515-100645 | 03 Aug 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 2.05 hr | 2.3 days | Met |
| LOF515-100644 | 01 Aug 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Closed | 2.62 hr | 1.4 days | Met |
| LOF515-100643 | 31 Jul 2026 | Planned Install · excluded | Phishing report triage Security · AB · Head Office | P3 | In Progress | — | — | n/a |
| LOF515-100642 | 30 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P4 | Closed | 1.16 hr | 8.4 hr | Met |
| LOF515-100641 | 29 Jul 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P4 | Closed | — | — | n/a |
| LOF515-100640 | 29 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P4 | Closed | 5.56 hr | 1.1 days | Met |
| LOF515-100639 | 28 Jul 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 1.41 hr | 1.6 days | Met |
| LOF515-100638 | 27 Jul 2026 | Service Request | Leaver process User admin · TAG · Head Office | P4 | Resolved | 0.76 hr | 4.6 hr | Met |
| LOF515-100637 | 24 Jul 2026 | Change · excluded | New starter setup User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| LOF515-100636 | 24 Jul 2026 | Service Request | Retention change Backup · TAG · Head Office | P3 | Closed | 6.32 hr | 2.9 hr | Met |
| LOF515-100635 | 23 Jul 2026 | Incident | Permission change User admin · SE · Site 2 | P2 | Closed | 0.92 hr | 19.8 hr | Met |
| LOF515-100634 | 23 Jul 2026 | Incident | Mailbox delegation Email · AB · Branch | P3 | Closed | 0.73 hr | 10.9 hr | Met |
| LOF515-100633 | 22 Jul 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Resolved | 0.48 hr | 21.1 hr | Met |
| LOF515-100632 | 21 Jul 2026 | Project · excluded | Permission change User admin · ML · Head Office | P3 | In Progress | — | — | n/a |
| LOF515-100631 | 20 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Resolved | 0.17 hr | 1.8 days | Met |
| LOF515-100630 | 17 Jul 2026 | Planned Install · excluded | Name change request User admin · KB · Site 2 | P2 | Resolved | — | — | n/a |
| LOF515-100629 | 17 Jul 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 10.36 hr | 6.5 hr | Missed |
| LOF515-100628 | 16 Jul 2026 | Planned Install · excluded | Message quarantined Email · ML · Head Office | P1 | In Progress | — | — | n/a |
| LOF515-100627 | 15 Jul 2026 | Incident | Backup job failed Backup · KB · Branch | P3 | Closed | 0.20 hr | 1.0 days | Met |
| LOF515-100626 | 14 Jul 2026 | Quote · excluded | Name change request User admin · BK · Remote | P4 | Open | — | — | n/a |
| LOF515-100625 | 14 Jul 2026 | Incident · excluded | Retention change Backup · AB · Head Office | P2 | Closed | — | — | n/a |
| LOF515-100624 | 13 Jul 2026 | Quote · excluded | Site offline Network · KB · Remote | P1 | In Progress | — | — | n/a |
| LOF515-100623 | 13 Jul 2026 | Incident | Switch port fault Network · ML · Head Office | P2 | Closed | 1.18 hr | 2.4 days | Met |
| LOF515-100622 | 09 Jul 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 0.42 hr | 1.1 days | Met |
| LOF515-100621 | 09 Jul 2026 | Planned Install · excluded | Printer offline Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| LOF515-100620 | 08 Jul 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Closed | 1.02 hr | 14.2 hr | Met |
| LOF515-100619 | 08 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 4.54 hr | 1.9 days | Met |
| LOF515-100618 | 07 Jul 2026 | Incident | New starter setup User admin · AB · Head Office | P4 | Closed | 0.29 hr | 1.5 days | Met |
| LOF515-100617 | 07 Jul 2026 | Project · excluded | Backup job failed Backup · AB · Head Office | P2 | Closed | — | — | n/a |
| LOF515-100616 | 06 Jul 2026 | Incident | Phishing report triage Security · SE · Branch | P4 | Resolved | 1.46 hr | 6.0 hr | Met |
| LOF515-100615 | 06 Jul 2026 | Change | Retention change Backup · BK · Head Office | P4 | Resolved | 1.10 hr | 1.3 days | Met |
| LOF515-100614 | 03 Jul 2026 | Incident | Docking station not detected Hardware · KB · Site 2 | P4 | Closed | 5.23 hr | 1.1 days | Met |
| LOF515-100613 | 02 Jul 2026 | Project · excluded | MFA reset Security · AB · Head Office | P4 | Resolved | — | — | n/a |
| LOF515-100612 | 01 Jul 2026 | Planned Install · excluded | Database timeout Line of business app · KB · Head Office | P1 | Closed | — | — | n/a |
| LOF515-100611 | 30 Jun 2026 | Change | Restore request Backup · ML · Head Office | P3 | Closed | 0.44 hr | 1.6 days | Met |
| LOF515-100610 | 30 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Closed | 2.60 hr | 6.6 hr | Met |
| LOF515-100609 | 29 Jun 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P1 | Resolved | 0.98 hr | 13.7 hr | Met |
| LOF515-100608 | 26 Jun 2026 | Incident | Handset registration Telephony · SE · Branch | P4 | Closed | 1.20 hr | 1.9 days | Met |
| LOF515-100607 | 24 Jun 2026 | Incident | Toner replacement Printing · KB · Remote | P3 | Resolved | 0.39 hr | 1.2 days | Met |
| LOF515-100606 | 22 Jun 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P3 | Closed | 4.22 hr | 14.4 hr | Met |
| LOF515-100605 | 19 Jun 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P2 | Closed | 0.40 hr | 2.2 days | Met |
| LOF515-100604 | 18 Jun 2026 | Incident | Licence renewal Line of business app · KB · Site 2 | P3 | Closed | 1.10 hr | 1.0 hr | Met |
| LOF515-100603 | 18 Jun 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 3.42 hr | 10.0 hr | Met |
| LOF515-100602 | 17 Jun 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 0.43 hr | 0.8 hr | Met |
| LOF515-100601 | 17 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Resolved | 1.23 hr | 23.7 hr | Met |
| LOF515-100600 | 16 Jun 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| LOF515-100599 | 15 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 2.96 hr | 16.4 hr | Met |
| LOF515-100598 | 12 Jun 2026 | Service Request | Restore request Backup · ML · Head Office | P3 | Resolved | 5.01 hr | 1.7 days | Met |
| LOF515-100597 | 11 Jun 2026 | Incident | MFA reset Security · KB · Remote | P3 | Resolved | 0.54 hr | 2.2 days | Met |
| LOF515-100596 | 11 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Branch | P3 | Closed | 0.29 hr | 19.6 hr | Met |
| LOF515-100595 | 10 Jun 2026 | Incident | New starter setup User admin · AB · Branch | P3 | Resolved | 1.01 hr | 23.6 hr | Met |
| LOF515-100594 | 09 Jun 2026 | Incident · excluded | Screen flickering Hardware · ML · Remote | P4 | Closed | — | — | n/a |
| LOF515-100593 | 09 Jun 2026 | Incident | Mailbox delegation Email · AB · Remote | P4 | Resolved | 1.03 hr | 8.8 hr | Met |
| LOF515-100592 | 08 Jun 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 9.97 hr | 14.3 hr | Missed |
| LOF515-100591 | 05 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P4 | Closed | 5.69 hr | 2.1 days | Met |
| LOF515-100590 | 05 Jun 2026 | Incident | Toner replacement Printing · KB · Site 2 | P2 | Closed | 2.72 hr | 1.5 hr | Met |
| LOF515-100589 | 03 Jun 2026 | Incident | Spoofed email reported Email · SE · Branch | P4 | Closed | 3.51 hr | 1.4 days | Met |
| LOF515-100588 | 02 Jun 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Closed | 0.92 hr | 1.0 days | Met |
| LOF515-100587 | 02 Jun 2026 | Service Request | Backup capacity review Backup · ML · Branch | P2 | Resolved | 1.34 hr | 5.0 hr | Met |
| LOF515-100586 | 01 Jun 2026 | Quote · excluded | Name change request User admin · KB · Branch | P3 | Closed | — | — | n/a |
| LOF515-100585 | 01 Jun 2026 | Service Request | Handset registration Telephony · ML · Head Office | P4 | Closed | — | — | n/a |
| LOF515-100584 | 29 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Remote | P4 | Resolved | 0.84 hr | 1.9 hr | Met |
| LOF515-100583 | 29 May 2026 | Service Request · excluded | Leaver process User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| LOF515-100582 | 28 May 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Closed | 15.33 hr | 3.3 hr | Missed |
| LOF515-100581 | 27 May 2026 | Project · excluded | Laptop will not boot Hardware · TAG · Head Office | P4 | Resolved | — | — | n/a |
| LOF515-100580 | 27 May 2026 | Incident | Toner replacement Printing · ML · Head Office | P2 | Closed | 1.48 hr | 21.6 hr | Met |
| LOF515-100579 | 26 May 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Closed | 4.88 hr | 2.0 days | Met |
| LOF515-100578 | 25 May 2026 | Incident | Screen flickering Hardware · ML · Branch | P3 | Closed | 0.96 hr | 17.7 hr | Met |
| LOF515-100577 | 22 May 2026 | Planned Install · excluded | Laptop will not boot Hardware · ML · Site 2 | P2 | Resolved | — | — | n/a |
| LOF515-100576 | 22 May 2026 | Service Request | MFA reset Security · BK · Head Office | P2 | Closed | 1.19 hr | 15.7 hr | Met |
| LOF515-100575 | 21 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Resolved | — | — | n/a |
| LOF515-100574 | 20 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Closed | 0.08 hr | 5.2 hr | Met |
| LOF515-100573 | 19 May 2026 | Incident | Scan to email failing Printing · ML · Head Office | P3 | Resolved | 1.24 hr | 2.0 days | Met |
| LOF515-100572 | 18 May 2026 | Incident | Printer offline Printing · ML · Head Office | P3 | Closed | 3.69 hr | 1.5 days | Met |
| LOF515-100571 | 18 May 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | 1.39 hr | 8.5 hr | Met |
| LOF515-100570 | 15 May 2026 | Incident | Message quarantined Email · TAG · Remote | P4 | Resolved | 4.55 hr | 0.2 hr | Met |
| LOF515-100569 | 13 May 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P4 | Closed | 1.35 hr | 22.7 hr | Met |
| LOF515-100568 | 12 May 2026 | Service Request | Distribution list change Email · ML · Head Office | P4 | Resolved | 0.97 hr | 1.9 days | Met |
| LOF515-100567 | 11 May 2026 | Quote · excluded | Mailbox delegation Email · ML · Head Office | P3 | Closed | — | — | n/a |
| LOF515-100566 | 08 May 2026 | Service Request | Licence renewal Line of business app · KB · Remote | P3 | Closed | 1.41 hr | 2.2 days | Met |
| LOF515-100565 | 07 May 2026 | Change | Backup job failed Backup · KB · Head Office | P4 | Closed | 0.60 hr | 2.4 days | Met |
| LOF515-100564 | 07 May 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P4 | Resolved | 0.97 hr | 19.0 hr | Met |
| LOF515-100563 | 06 May 2026 | Change | Report not generating Line of business app · KB · Head Office | P4 | Closed | 4.78 hr | 2.3 days | Met |
| LOF515-100562 | 05 May 2026 | Quote · excluded | Docking station not detected Hardware · ML · Branch | P2 | Closed | — | — | n/a |
| LOF515-100561 | 05 May 2026 | Incident | Restore request Backup · BK · Head Office | P3 | Closed | 0.69 hr | 2.4 days | Met |
| LOF515-100560 | 04 May 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 24.48 hr | 12.9 hr | Missed |
| LOF515-100559 | 01 May 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P4 | Resolved | 0.92 hr | 5.6 hr | Met |
| LOF515-100558 | 30 Apr 2026 | Project · excluded | Restore request Backup · AB · Head Office | P1 | Closed | — | — | n/a |
| LOF515-100557 | 29 Apr 2026 | Change | SharePoint permission request Microsoft 365 · TAG · Branch | P4 | Closed | 0.28 hr | 1.3 hr | Met |
| LOF515-100556 | 28 Apr 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Resolved | 0.54 hr | 1.2 days | Met |
| LOF515-100555 | 27 Apr 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 0.22 hr | 16.8 hr | Met |
| LOF515-100554 | 26 Apr 2026 | Quote · excluded | MFA reset Security · AB · Site 2 | P2 | Closed | — | — | n/a |
| LOF515-100553 | 25 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Site 2 | P3 | Closed | 5.30 hr | 1.7 days | Met |
| LOF515-100552 | 25 Apr 2026 | Incident | Printer offline Printing · ML · Head Office | P4 | Closed | 5.74 hr | 5.7 hr | Met |
| LOF515-100551 | 24 Apr 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P2 | Resolved | 2.53 hr | 14.9 hr | Met |
| LOF515-100550 | 23 Apr 2026 | Incident | Database timeout Line of business app · BK · Remote | P3 | Resolved | 0.93 hr | 1.2 days | Met |
| LOF515-100549 | 22 Apr 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 1.21 hr | 1.9 hr | Met |
| LOF515-100548 | 22 Apr 2026 | Incident | Printer offline Printing · SE · Remote | P3 | Closed | 9.21 hr | 6.6 hr | Missed |
| LOF515-100547 | 21 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P3 | Closed | 3.52 hr | 21.5 hr | Met |
| LOF515-100546 | 17 Apr 2026 | Incident · excluded | Handset registration Telephony · TAG · Remote | P3 | Resolved | — | — | n/a |
| LOF515-100545 | 17 Apr 2026 | Incident | Toner replacement Printing · TAG · Branch | P3 | Resolved | 1.04 hr | 2.5 days | Met |
| LOF515-100544 | 16 Apr 2026 | Quote · excluded | Call quality issue Telephony · TAG · Branch | P3 | Closed | — | — | n/a |
| LOF515-100543 | 16 Apr 2026 | Project · excluded | Phishing report triage Security · ML · Head Office | P4 | Closed | — | — | n/a |
| LOF515-100542 | 15 Apr 2026 | Incident | Scan to email failing Printing · BK · Head Office | P1 | Closed | 0.72 hr | 12.0 hr | Met |
| LOF515-100541 | 15 Apr 2026 | Incident | Mailbox delegation Email · SE · Remote | P3 | Resolved | 0.94 hr | 1.2 days | Met |
| LOF515-100540 | 10 Apr 2026 | Incident | MFA reset Security · BK · Site 2 | P4 | Closed | 0.51 hr | 8.4 hr | Met |
| LOF515-100539 | 08 Apr 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P2 | Closed | 1.18 hr | 1.2 days | Met |
| LOF515-100538 | 08 Apr 2026 | Project · excluded | Screen flickering Hardware · ML · Remote | P2 | Resolved | — | — | n/a |
| LOF515-100537 | 07 Apr 2026 | Service Request · excluded | MFA reset Security · AB · Head Office | P4 | Closed | — | — | n/a |
| LOF515-100536 | 02 Apr 2026 | Planned Install · excluded | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | — | — | n/a |
| LOF515-100535 | 02 Apr 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.48 hr | 12.0 hr | Met |
| LOF515-100534 | 01 Apr 2026 | Service Request | Printer offline Printing · KB · Remote | P3 | Resolved | 0.09 hr | 10.5 hr | Met |
| LOF515-100533 | 31 Mar 2026 | Change | Database timeout Line of business app · KB · Branch | P4 | Resolved | 0.98 hr | 15.9 hr | Met |
| LOF515-100532 | 30 Mar 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P3 | Resolved | 3.01 hr | 2.2 days | Met |
| LOF515-100531 | 27 Mar 2026 | Service Request | New starter setup User admin · BK · Head Office | P3 | Resolved | 0.18 hr | 1.5 days | Met |
| LOF515-100530 | 26 Mar 2026 | Incident · excluded | Printer offline Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| LOF515-100529 | 26 Mar 2026 | Change · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| LOF515-100528 | 24 Mar 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Remote | P2 | Closed | 0.35 hr | 1.9 days | Met |
| LOF515-100527 | 23 Mar 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Resolved | 0.98 hr | 2.2 days | Met |
| LOF515-100526 | 22 Mar 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 0.63 hr | 19.0 hr | Met |
| LOF515-100525 | 22 Mar 2026 | Service Request | Leaver process User admin · SE · Head Office | P2 | Closed | 4.33 hr | 0.2 hr | Met |
| LOF515-100524 | 19 Mar 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P4 | Closed | 0.19 hr | 2.3 days | Met |
| LOF515-100523 | 19 Mar 2026 | Service Request | Backup job failed Backup · BK · Site 2 | P3 | Closed | 0.74 hr | 8.7 hr | Met |
| LOF515-100522 | 18 Mar 2026 | Incident | Spoofed email reported Email · BK · Branch | P4 | Resolved | 4.13 hr | 8.7 hr | Met |
| LOF515-100521 | 18 Mar 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 1.27 hr | 16.9 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.