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Loversall Engineering Group

LOV233SuspendedManaged contract

loversallengineering.co.uk · Engineering · Account manager Priya Raman · Loversall Holdings (site of 6)

Microsoft 365Stale2 weeks agoSupport & assets (SQL)Healthy20 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. 19 records in this selection sit outside that — quotes, projects and planned installs, plus 9 calls billed time and materials. They stay visible for volume context.

Service performance

54 eligible records in this year
Average first response
3.9 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.5%
6 call(s) over the 8-hour target
First-time fix
70.4%
Where the source records the field

Volume

Contract calls
54
73 calls logged in the period
Off contract
9
£1,947 chargeable
Open / closed
3 / 70
Across the selected period
Data-quality gaps
2
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

54
records
  • Telephony9
  • Backup8
  • Printing7
  • User admin6
  • Hardware6
  • Security6

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026543.87 hr88.5%619

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 Taylor73.31 hr83%1
Stacey Thomas78.74 hr57%3
Anne-Marie Cable61.93 hr100%0
Barry Ebbs62.60 hr100%0
Aiden Higgins52.11 hr100%0
Julie Herbert41.03 hr100%0
Chloe Dempsey42.87 hr100%0
Phil Jenkins315.14 hr67%1
Kelly Gregory33.31 hr67%1
(Not recorded)32.17 hr100%0
Daniel Blacker30.52 hr100%0
Rachael Parkin21.40 hr100%0

6 contract calls missed the 8-hour target

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

Longest 30.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
306191Phil JenkinsDell OptiPlex 30502026-01-23 16:5838.46 hr+30.5BKLaptop will not boot
306226Stacey ThomasLenovo ThinkCentre M70q2026-05-14 09:5524.27 hr+16.3TAGRetention change
306238Stacey ThomasHP ProDesk 400 G72026-06-11 11:2623.96 hr+16.0ABScreen flickering
306199Karen TaylorDell OptiPlex 30502026-02-18 13:2015.22 hr+7.2SEHandset registration
306215Stacey ThomasDell OptiPlex 70102026-04-07 09:278.94 hr+0.9ABMailbox delegation
306196Kelly GregoryFortinet FortiGate 60F2026-02-12 15:298.11 hr+0.1KBNew starter setup

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Stacey ThomasEmail / Microsoft 365426 Feb 2026 – 19 May 2026
Anne-Marie CableMonitoring / server / security420 Mar 2026 – 21 Aug 2026
Karen TaylorBackup / restore309 Mar 2026 – 18 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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
LOV233-10022425 Aug 2026Incident · excludedToner replacement
Printing · SE · Head Office
P3Resolved——n/a
LOV233-10022324 Aug 2026Quote · excludedNew printer driver rollout
Printing · BK · Head Office
P4Open——n/a
LOV233-10022221 Aug 2026ChangeMFA reset
Security · SE · Remote
P3Resolved0.56 hr3.9 hrMet
LOV233-10022118 Aug 2026IncidentBackup job failed
Backup · ML · Head Office
P2Closed0.99 hr18.0 hrMet
LOV233-10022017 Aug 2026ChangeSlow VPN
Network · ML · Head Office
P3Closed3.82 hr11.0 hrMet
LOV233-10021914 Aug 2026IncidentOutlook not syncing
Microsoft 365 · KB · Head Office
P4Resolved1.46 hr11.6 hrMet
LOV233-10021813 Aug 2026Service RequestToner replacement
Printing · BK · Remote
P2Closed3.12 hr1.6 daysMet
LOV233-10021710 Aug 2026Service Request · excludedDocking station not detected
Hardware · TAG · Branch
P3Resolved——n/a
LOV233-10021605 Aug 2026Service RequestName change request
User admin · SE · Head Office
P4Closed1.50 hr2.4 daysMet
LOV233-10021531 Jul 2026Quote · excludedPermission change
User admin · AB · Remote
P4Open——n/a
LOV233-10021430 Jul 2026Service RequestCall quality issue
Telephony · SE · Head Office
P3Closed1.53 hr2.3 daysMet
LOV233-10021328 Jul 2026Project · excludedReplacement keyboard
Hardware · ML · Head Office
P3In Progress——n/a
LOV233-10021224 Jul 2026Service RequestCall quality issue
Telephony · BK · Head Office
P4Closed0.35 hr1.6 daysMet
LOV233-10021121 Jul 2026Service RequestRestore request
Backup · ML · Branch
P2Closed1.03 hr1.0 daysMet
LOV233-10021016 Jul 2026Change · excludedMFA reset
Security · BK · Site 2
P2Resolved——n/a
LOV233-10020908 Jul 2026IncidentCall quality issue
Telephony · AB · Head Office
P2Resolved0.69 hr17.9 hrMet
LOV233-10020803 Jul 2026IncidentMessage quarantined
Email · BK · Head Office
P2Closed2.62 hr1.4 daysMet
LOV233-10020730 Jun 2026IncidentReplacement keyboard
Hardware · AB · Head Office
P3Closed4.78 hr11.5 hrMet
LOV233-10020622 Jun 2026ChangeWi-Fi dropouts in warehouse
Network · KB · Head Office
P3Closed1.43 hr1.2 daysMet
LOV233-10020517 Jun 2026Service RequestPrinter offline
Printing · AB · Site 2
P3Resolved5.21 hr2.4 daysMet
LOV233-10020415 Jun 2026ChangeNew printer driver rollout
Printing · SE · Head Office
P3Closed0.67 hr1.4 daysMet
LOV233-10020312 Jun 2026IncidentOneDrive sync conflict
Microsoft 365 · KB · Head Office
P2Resolved7.37 hr2.3 daysMet
LOV233-10020211 Jun 2026Service RequestScreen flickering
Hardware · AB · Head Office
P3Closed23.96 hr23.6 hrMissed
LOV233-10020109 Jun 2026Service RequestReplacement keyboard
Hardware · BK · Head Office
P3Resolved0.16 hr2.1 daysMet
LOV233-10020008 Jun 2026Quote · excludedReport not generating
Line of business app · ML · Remote
P3Closed——n/a
LOV233-10019905 Jun 2026Service RequestLicence renewal
Line of business app · BK · Head Office
P2Closed0.54 hr1.0 daysMet
LOV233-10019804 Jun 2026IncidentPhishing report triage
Security · AB · Head Office
P3Resolved6.80 hr3.0 hrMet
LOV233-10019703 Jun 2026ChangeNew extension setup
Telephony · KB · Remote
P3Closed1.12 hr2.2 daysMet
LOV233-10019601 Jun 2026Service Request · excludedLaptop will not boot
Hardware · TAG · Head Office
P3Closed——n/a
LOV233-10019529 May 2026IncidentCall quality issue
Telephony · ML · Head Office
P4Resolved1.09 hr23.6 hrMet
LOV233-10019427 May 2026Quote · excludedLaptop will not boot
Hardware · KB · Head Office
P1Closed——n/a
LOV233-10019321 May 2026Change · excludedRestore request
Backup · TAG · Head Office
P3Closed——n/a
LOV233-10019219 May 2026ChangeTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Closed1.07 hr2.3 daysMet
LOV233-10019118 May 2026Service RequestToner replacement
Printing · ML · Head Office
P2Resolved0.36 hr16.8 hrMet
LOV233-10019014 May 2026Service RequestRetention change
Backup · TAG · Head Office
P3Resolved24.27 hr17.4 hrMissed
LOV233-10018912 May 2026Service RequestSite offline
Network · ML · Head Office
P3Closed3.88 hr2.0 daysMet
LOV233-10018811 May 2026Quote · excludedOneDrive sync conflict
Microsoft 365 · ML · Head Office
P2Resolved——n/a
LOV233-10018706 May 2026IncidentSuspicious sign-in review
Security · KB · Head Office
P3Closed0.98 hr4.9 hrMet
LOV233-10018630 Apr 2026Service RequestMFA reset
Security · KB · Site 2
P3Resolved2.36 hr4.1 hrMet
LOV233-10018527 Apr 2026ChangeRestore request
Backup · TAG · Head Office
P3Closed——n/a
LOV233-10018416 Apr 2026IncidentRestore request
Backup · KB · Head Office
P3Resolved0.18 hr2.2 daysMet
LOV233-10018314 Apr 2026Planned Install · excludedNew extension setup
Telephony · SE · Head Office
P4Resolved——n/a
LOV233-10018213 Apr 2026IncidentMFA reset
Security · KB · Remote
P3Closed0.28 hr2.4 daysMet
LOV233-10018110 Apr 2026Service RequestBackup job failed
Backup · AB · Head Office
P3Resolved0.16 hr1.9 daysMet
LOV233-10018009 Apr 2026IncidentVoicemail not delivering
Telephony · AB · Site 2
P4Resolved1.45 hr7.0 hrMet
LOV233-10017907 Apr 2026ChangeMailbox delegation
Email · AB · Branch
P3Closed8.94 hr6.7 hrMissed
LOV233-10017801 Apr 2026Planned Install · excludedApplication crash on launch
Line of business app · ML · Remote
P1Closed——n/a
LOV233-10017731 Mar 2026Change · excludedMailbox delegation
Email · BK · Head Office
P2Resolved——n/a
LOV233-10017628 Mar 2026Service RequestSharePoint permission request
Microsoft 365 · SE · Branch
P4Closed1.48 hr14.4 hrMet
LOV233-10017526 Mar 2026IncidentHandset registration
Telephony · BK · Branch
P3Resolved0.83 hr1.3 daysMet
LOV233-10017424 Mar 2026IncidentCall quality issue
Telephony · AB · Branch
P2Closed0.32 hr1.2 daysMet
LOV233-10017323 Mar 2026Service RequestLaptop will not boot
Hardware · TAG · Head Office
P3Closed——n/a
LOV233-10017220 Mar 2026Service RequestPhishing report triage
Security · KB · Head Office
P2Resolved0.85 hr2.4 daysMet
LOV233-10017118 Mar 2026IncidentLeaver process
User admin · BK · Head Office
P3Resolved0.90 hr7.7 hrMet
LOV233-10017014 Mar 2026IncidentRetention change
Backup · KB · Head Office
P3Closed1.29 hr1.6 daysMet
LOV233-10016913 Mar 2026Service Request · excludedOutlook not syncing
Microsoft 365 · TAG · Branch
P4Closed——n/a
LOV233-10016809 Mar 2026Service RequestRetention change
Backup · AB · Branch
P3Closed0.56 hr2.5 daysMet
LOV233-10016707 Mar 2026IncidentPermission change
User admin · BK · Head Office
P3Resolved1.48 hr2.4 daysMet
LOV233-10016626 Feb 2026IncidentOneDrive sync conflict
Microsoft 365 · SE · Head Office
P2Closed0.45 hr1.9 daysMet
LOV233-10016525 Feb 2026Incident · excludedNew extension setup
Telephony · TAG · Head Office
P4Closed——n/a
LOV233-10016419 Feb 2026Service RequestSpoofed email reported
Email · TAG · Head Office
P2Resolved5.18 hr1.5 daysMet
LOV233-10016318 Feb 2026Service RequestHandset registration
Telephony · SE · Head Office
P2Resolved15.22 hr2.1 daysMissed
LOV233-10016216 Feb 2026Service RequestScreen flickering
Hardware · BK · Remote
P3Closed0.62 hr18.5 hrMet
LOV233-10016113 Feb 2026Planned Install · excludedDocking station not detected
Hardware · BK · Remote
P2Resolved——n/a
LOV233-10016012 Feb 2026IncidentNew starter setup
User admin · KB · Head Office
P4Resolved8.11 hr1.8 daysMissed
LOV233-10015907 Feb 2026Service RequestToner replacement
Printing · KB · Head Office
P2Resolved5.87 hr18.1 hrMet
LOV233-10015806 Feb 2026ChangeNew starter setup
User admin · SE · Branch
P3Closed1.34 hr1.5 daysMet
LOV233-10015704 Feb 2026IncidentNew printer driver rollout
Printing · BK · Head Office
P3Closed1.34 hr1.1 daysMet
LOV233-10015626 Jan 2026Quote · excludedTeams sign-in loop
Microsoft 365 · AB · Head Office
P4Closed——n/a
LOV233-10015523 Jan 2026Service RequestLaptop will not boot
Hardware · BK · Remote
P3Closed38.46 hr17.7 hrMissed
LOV233-10015409 Jan 2026IncidentToner replacement
Printing · BK · Head Office
P3Closed1.03 hr1.4 daysMet
LOV233-10015308 Jan 2026Incident · excludedPermission change
User admin · KB · Head Office
P1Closed——n/a
LOV233-10015206 Jan 2026IncidentLeaver process
User admin · ML · Branch
P3Resolved0.99 hr15.0 hrMet
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.