SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 139 records in this selection sit outside that — quotes, projects and planned installs, plus 74 calls billed time and materials. They stay visible for volume context.
Service performance
328 eligible records in this yearAverage first response
3.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.8%
32 call(s) over the 8-hour target
First-time fix
69.8%
Where the source records the field
Volume
Contract calls
328
467 calls logged in the period
Off contract
74
£19,871.25 chargeable
Open / closed
13 / 454
Across the selected period
Data-quality gaps
13
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
328
records
- Security39
- Microsoft 36538
- User admin36
- Telephony36
- Hardware32
- Printing32
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 328 | 3.80 hr | 89.8% | 32 | 139 |
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 | 49 | 3.82 hr | 90% | 5 |
| Kelly Gregory | 46 | 2.26 hr | 91% | 4 |
| Anne-Marie Cable | 44 | 2.38 hr | 95% | 2 |
| Stacey Thomas | 29 | 5.76 hr | 82% | 5 |
| Barry Ebbs | 24 | 2.16 hr | 100% | 0 |
| (Not recorded) | 22 | 3.57 hr | 95% | 1 |
| Chloe Dempsey | 20 | 8.66 hr | 65% | 7 |
| Damian Armstrong | 19 | 3.35 hr | 95% | 1 |
| Phil Jenkins | 18 | 9.89 hr | 72% | 5 |
| Aiden Higgins | 17 | 1.86 hr | 100% | 0 |
| Daniel Blacker | 17 | 3.01 hr | 93% | 1 |
| Julie Herbert | 12 | 1.95 hr | 100% | 0 |
32 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 72.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308179 | Phil Jenkins | Dell Latitude 5440 | 2026-03-03 14:09 | 79.95 hr | +72.0 | TAG | Handset registration |
| 308492 | Damian Armstrong | HP ProBook 450 G6 | 2026-08-07 11:38 | 46.56 hr | +38.6 | TAG | OneDrive sync conflict |
| 308334 | Karen Taylor | Dell OptiPlex 3050 | 2026-05-20 10:25 | 45.31 hr | +37.3 | TAG | Switch port fault |
| 308442 | Stacey Thomas | HP ProDesk 400 G7 | 2026-07-15 16:07 | 43.18 hr | +35.2 | BK | Phishing report triage |
| 308067 | Chloe Dempsey | HP ProBook 450 G6 | 2026-01-07 10:46 | 41.94 hr | +33.9 | KB | Phishing report triage |
| 308457 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-07-24 12:14 | 33.59 hr | +25.6 | KB | Handset registration |
| 308513 | Phil Jenkins | HP ProBook 450 G6 | 2026-08-19 12:26 | 30.23 hr | +22.2 | BK | Retention change |
| 308279 | Karen Taylor | HPE Aruba 2530 | 2026-04-16 16:38 | 29.80 hr | +21.8 | TAG | Backup capacity review |
| 308056 | Chloe Dempsey | HP ProBook 450 G6 | 2026-01-01 11:56 | 27.20 hr | +19.2 | AB | Switch port fault |
| 308119 | (Not recorded) | HP LaserJet M480 | 2026-01-31 10:01 | 27.15 hr | +19.1 | TAG | Mailbox delegation |
| 308502 | Stacey Thomas | HP ProDesk 400 G7 | 2026-08-13 12:16 | 26.52 hr | +18.5 | TAG | Scan to email failing |
| 308344 | Stacey Thomas | HP ProDesk 400 G7 | 2026-05-27 11:22 | 21.60 hr | +13.6 | AB | Restore request |
| 308507 | Karen Taylor | Lenovo ThinkPad T14 | 2026-08-14 11:36 | 16.77 hr | +8.8 | BK | Permission change |
| 308148 | Anne-Marie Cable | Dell Latitude E7470 | 2026-02-16 14:59 | 13.78 hr | +5.8 | ML | Phishing report triage |
| 308501 | Phil Jenkins | Dell Latitude 7420 | 2026-08-12 08:58 | 13.23 hr | +5.2 | SE | Backup job failed |
| 308305 | Kelly Gregory | Apple MacBook Air M2 | 2026-05-04 14:21 | 11.98 hr | +4.0 | AB | Teams sign-in loop |
| 308153 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-02-18 14:33 | 11.82 hr | +3.8 | BK | MFA reset |
| 308499 | Chloe Dempsey | Samsung Galaxy A54 | 2026-08-12 08:38 | 11.29 hr | +3.3 | TAG | Toner replacement |
| 308328 | Stacey Thomas | Apple iPhone 12 | 2026-05-18 11:59 | 10.82 hr | +2.8 | KB | Name change request |
| 308233 | Stacey Thomas | Dell Latitude E7470 | 2026-03-27 17:29 | 10.71 hr | +2.7 | BK | Laptop will not boot |
| 308284 | Phil Jenkins | Apple MacBook Air M2 | 2026-04-21 17:21 | 10.59 hr | +2.6 | SE | Call quality issue |
| 308364 | Karen Taylor | Lenovo ThinkPad T14 | 2026-06-04 11:10 | 10.29 hr | +2.3 | BK | Permission change |
| 308164 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-02-23 08:47 | 9.94 hr | +1.9 | BK | OneDrive sync conflict |
| 308348 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-05-28 15:00 | 9.86 hr | +1.9 | BK | Call quality issue |
| 308163 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-02-21 16:03 | 9.52 hr | +1.5 | AB | Backup capacity review |
| 308470 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-07-29 17:39 | 9.28 hr | +1.3 | KB | SharePoint permission request |
| 308082 | Kelly Gregory | Apple MacBook Pro 14 | 2026-01-13 15:57 | 9.15 hr | +1.1 | SE | New printer driver rollout |
| 308494 | Daniel Blacker | Apple iPhone 14 | 2026-08-10 12:18 | 9.05 hr | +1.1 | KB | Handset registration |
| 308258 | Rachael Parkin | Dell Latitude 5440 | 2026-04-06 08:21 | 8.57 hr | +0.6 | AB | Message quarantined |
| 308419 | Chloe Dempsey | Apple MacBook Air M2 | 2026-07-04 14:15 | 8.41 hr | +0.4 | ML | New printer driver rollout |
| 308276 | Kelly Gregory | Apple iPhone 12 | 2026-04-16 08:31 | 8.32 hr | +0.3 | BK | Handset registration |
| 308300 | Kelly Gregory | Dell Latitude E7470 | 2026-05-01 10:37 | 8.32 hr | +0.3 | KB | Docking station not detected |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Monitoring / server / security | 12 | 05 Jan 2026 – 21 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 10 | 13 Jan 2026 – 16 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 10 | 19 Jan 2026 – 12 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 10 | 21 Feb 2026 – 25 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 9 | 07 Jan 2026 – 09 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 8 | 06 Jan 2026 – 18 Jun 2026 |
| Kelly Gregory | Hardware | 8 | 09 Jan 2026 – 28 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 8 | 05 Feb 2026 – 08 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 10 | 13 Jan 2026 – 16 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 8 | 01 Jan 2026 – 08 Jul 2026 |
| Apple MacBook Air M2 | Telephony | 7 | 05 Jan 2026 – 10 Aug 2026 |
| Samsung Galaxy S23 | Monitoring / server / security | 6 | 07 Jan 2026 – 08 May 2026 |
| HP ProBook 450 G6 | Hardware | 6 | 09 Jan 2026 – 16 Jun 2026 |
| Dell OptiPlex 7010 | Telephony | 6 | 25 Jan 2026 – 24 Jul 2026 |
| Lenovo ThinkPad T14 | User administration | 6 | 05 Feb 2026 – 14 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 6 | 11 Mar 2026 – 07 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
467 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LOV243-101404 | 25 Aug 2026 | Service Request | Report not generating Line of business app · BK · Remote | P4 | In Progress | — | — | n/a |
| LOV243-101403 | 25 Aug 2026 | Change · excluded | Phishing report triage Security · SE · Head Office | P3 | In Progress | — | — | n/a |
| LOV243-101402 | 25 Aug 2026 | Incident · excluded | Name change request User admin · TAG · Head Office | P4 | Open | — | — | n/a |
| LOV243-101401 | 25 Aug 2026 | Incident | Permission change User admin · AB · Head Office | P4 | In Progress | — | — | n/a |
| LOV243-101400 | 21 Aug 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Open | — | — | n/a |
| LOV243-101399 | 21 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 1.71 hr | 5.3 hr | Met |
| LOV243-101398 | 20 Aug 2026 | Service Request | Licence renewal Line of business app · BK · Site 2 | P3 | Closed | 0.30 hr | 12.4 hr | Met |
| LOV243-101397 | 19 Aug 2026 | Incident · excluded | Site offline Network · BK · Head Office | P1 | Closed | — | — | n/a |
| LOV243-101396 | 19 Aug 2026 | Change · excluded | Switch port fault Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| LOV243-101395 | 19 Aug 2026 | Incident | Retention change Backup · BK · Branch | P3 | Resolved | 30.23 hr | 6.9 hr | Missed |
| LOV243-101394 | 19 Aug 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P2 | Resolved | 1.46 hr | 1.8 days | Met |
| LOV243-101393 | 18 Aug 2026 | Service Request | Permission change User admin · ML · Remote | P3 | Closed | 1.25 hr | 2.0 days | Met |
| LOV243-101392 | 18 Aug 2026 | Planned Install · excluded | Database timeout Line of business app · AB · Site 2 | P3 | Closed | — | — | n/a |
| LOV243-101391 | 18 Aug 2026 | Incident · excluded | Phishing report triage Security · SE · Branch | P3 | Closed | — | — | n/a |
| LOV243-101390 | 17 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Remote | P3 | Closed | 0.50 hr | 1.2 days | Met |
| LOV243-101389 | 14 Aug 2026 | Service Request | Permission change User admin · BK · Head Office | P3 | Resolved | 16.77 hr | 2.3 days | Missed |
| LOV243-101388 | 14 Aug 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 0.93 hr | 22.5 hr | Met |
| LOV243-101387 | 14 Aug 2026 | Quote · excluded | Backup job failed Backup · SE · Remote | P3 | Open | — | — | n/a |
| LOV243-101386 | 14 Aug 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Closed | 1.19 hr | 1.3 days | Met |
| LOV243-101385 | 13 Aug 2026 | Incident | Backup job failed Backup · TAG · Remote | P2 | Closed | 1.37 hr | 1.3 days | Met |
| LOV243-101384 | 13 Aug 2026 | Service Request | Scan to email failing Printing · TAG · Site 2 | P4 | Closed | 26.52 hr | 1.8 days | Missed |
| LOV243-101383 | 12 Aug 2026 | Service Request | Backup job failed Backup · SE · Branch | P4 | Closed | 13.23 hr | 2.2 days | Missed |
| LOV243-101382 | 12 Aug 2026 | Quote · excluded | Mailbox delegation Email · AB · Site 2 | P4 | Open | — | — | n/a |
| LOV243-101381 | 12 Aug 2026 | Change | Toner replacement Printing · TAG · Head Office | P3 | Closed | 11.29 hr | 22.2 hr | Missed |
| LOV243-101380 | 12 Aug 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 1.07 hr | 2.2 days | Met |
| LOV243-101379 | 12 Aug 2026 | Incident | Printer offline Printing · ML · Head Office | P4 | Resolved | 6.57 hr | 2.0 days | Met |
| LOV243-101378 | 11 Aug 2026 | Quote · excluded | Slow VPN Network · AB · Head Office | P4 | In Progress | — | — | n/a |
| LOV243-101377 | 11 Aug 2026 | Change · excluded | Licence renewal Line of business app · SE · Remote | P3 | Closed | — | — | n/a |
| LOV243-101376 | 10 Aug 2026 | Incident | Handset registration Telephony · KB · Site 2 | P3 | Closed | 9.05 hr | 0.5 hr | Missed |
| LOV243-101375 | 10 Aug 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Resolved | 0.69 hr | 21.9 hr | Met |
| LOV243-101374 | 07 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Branch | P4 | Closed | 46.56 hr | 1.1 days | Missed |
| LOV243-101373 | 07 Aug 2026 | Incident | New extension setup Telephony · BK · Head Office | P2 | Closed | 1.12 hr | 1.5 days | Met |
| LOV243-101372 | 07 Aug 2026 | Incident | Restore request Backup · TAG · Branch | P2 | Resolved | 0.85 hr | 1.4 days | Met |
| LOV243-101371 | 07 Aug 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 0.98 hr | 2.5 days | Met |
| LOV243-101370 | 06 Aug 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P4 | Resolved | 1.07 hr | 2.3 days | Met |
| LOV243-101369 | 06 Aug 2026 | Incident · excluded | Mailbox delegation Email · ML · Head Office | P3 | Closed | — | — | n/a |
| LOV243-101368 | 06 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 1.67 hr | 1.6 days | Met |
| LOV243-101367 | 06 Aug 2026 | Quote · excluded | Phishing report triage Security · SE · Remote | P1 | In Progress | — | — | n/a |
| LOV243-101366 | 05 Aug 2026 | Change · excluded | Retention change Backup · AB · Remote | P4 | Closed | — | — | n/a |
| LOV243-101365 | 05 Aug 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P2 | Closed | 0.25 hr | 18.3 hr | Met |
| LOV243-101364 | 05 Aug 2026 | Service Request | Backup job failed Backup · TAG · Remote | P3 | Resolved | 1.34 hr | 2.4 days | Met |
| LOV243-101363 | 04 Aug 2026 | Incident | Retention change Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| LOV243-101362 | 04 Aug 2026 | Service Request | New printer driver rollout Printing · BK · Remote | P2 | Resolved | 0.83 hr | 1.8 hr | Met |
| LOV243-101361 | 03 Aug 2026 | Service Request | Permission change User admin · SE · Head Office | P4 | Resolved | 1.13 hr | 2.0 days | Met |
| LOV243-101360 | 03 Aug 2026 | Incident | Retention change Backup · BK · Head Office | P4 | Resolved | 1.45 hr | 1.2 days | Met |
| LOV243-101359 | 03 Aug 2026 | Quote · excluded | Retention change Backup · TAG · Remote | P3 | Closed | — | — | n/a |
| LOV243-101358 | 03 Aug 2026 | Incident | New starter setup User admin · BK · Head Office | P3 | Closed | 1.48 hr | 2.4 days | Met |
| LOV243-101357 | 31 Jul 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | 0.38 hr | 19.5 hr | Met |
| LOV243-101356 | 30 Jul 2026 | Service Request | Phishing report triage Security · AB · Branch | P3 | Resolved | 1.09 hr | 3.0 hr | Met |
| LOV243-101355 | 30 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | In Progress | — | — | n/a |
| LOV243-101354 | 30 Jul 2026 | Quote · excluded | Report not generating Line of business app · TAG · Head Office | P3 | Open | — | — | n/a |
| LOV243-101353 | 30 Jul 2026 | Incident | Restore request Backup · ML · Head Office | P2 | Resolved | 0.53 hr | 7.8 hr | Met |
| LOV243-101352 | 29 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Resolved | 9.28 hr | 12.6 hr | Missed |
| LOV243-101351 | 29 Jul 2026 | Service Request · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| LOV243-101350 | 29 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Closed | 4.20 hr | 17.2 hr | Met |
| LOV243-101349 | 28 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Remote | P2 | Resolved | 0.19 hr | 2.0 days | Met |
| LOV243-101348 | 28 Jul 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 0.30 hr | 2.3 days | Met |
| LOV243-101347 | 27 Jul 2026 | Incident | Restore request Backup · KB · Head Office | P4 | Closed | 5.98 hr | 2.5 days | Met |
| LOV243-101346 | 27 Jul 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 0.30 hr | 2.0 days | Met |
| LOV243-101345 | 26 Jul 2026 | Incident | New starter setup User admin · SE · Branch | P4 | Closed | 0.94 hr | 1.4 days | Met |
| LOV243-101344 | 26 Jul 2026 | Service Request | New starter setup User admin · SE · Head Office | P4 | Closed | 2.51 hr | 17.4 hr | Met |
| LOV243-101343 | 26 Jul 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P4 | Resolved | 0.62 hr | 1.4 days | Met |
| LOV243-101342 | 26 Jul 2026 | Planned Install · excluded | Leaver process User admin · ML · Site 2 | P3 | Open | — | — | n/a |
| LOV243-101341 | 25 Jul 2026 | Quote · excluded | Backup job failed Backup · ML · Branch | P3 | In Progress | — | — | n/a |
| LOV243-101340 | 25 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Resolved | 0.89 hr | 1.3 days | Met |
| LOV243-101339 | 24 Jul 2026 | Incident | Handset registration Telephony · KB · Head Office | P4 | Closed | 33.59 hr | 2.0 days | Missed |
| LOV243-101338 | 23 Jul 2026 | Project · excluded | Permission change User admin · TAG · Head Office | P2 | Closed | — | — | n/a |
| LOV243-101337 | 22 Jul 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P3 | Closed | 0.09 hr | 19.4 hr | Met |
| LOV243-101336 | 22 Jul 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 0.81 hr | 2.0 days | Met |
| LOV243-101335 | 21 Jul 2026 | Service Request | Voicemail not delivering Telephony · AB · Remote | P4 | Resolved | 5.99 hr | 10.2 hr | Met |
| LOV243-101334 | 20 Jul 2026 | Service Request · excluded | Mailbox delegation Email · ML · Branch | P3 | Closed | — | — | n/a |
| LOV243-101333 | 19 Jul 2026 | Incident | New extension setup Telephony · KB · Site 2 | P3 | Closed | 0.41 hr | 18.4 hr | Met |
| LOV243-101332 | 19 Jul 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 0.93 hr | 19.6 hr | Met |
| LOV243-101331 | 19 Jul 2026 | Incident | Phishing report triage Security · KB · Remote | P3 | Closed | 1.07 hr | 1.5 days | Met |
| LOV243-101330 | 17 Jul 2026 | Incident | New starter setup User admin · AB · Remote | P4 | Closed | 4.85 hr | 2.3 days | Met |
| LOV243-101329 | 17 Jul 2026 | Service Request · excluded | Docking station not detected Hardware · ML · Head Office | P4 | Closed | — | — | n/a |
| LOV243-101328 | 16 Jul 2026 | Change | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 5.43 hr | 1.4 days | Met |
| LOV243-101327 | 15 Jul 2026 | Change · excluded | Licence renewal Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| LOV243-101326 | 15 Jul 2026 | Service Request · excluded | New extension setup Telephony · ML · Head Office | P4 | Resolved | — | — | n/a |
| LOV243-101325 | 15 Jul 2026 | Change | Scan to email failing Printing · BK · Head Office | P3 | Closed | 5.54 hr | 23.4 hr | Met |
| LOV243-101324 | 15 Jul 2026 | Service Request | Phishing report triage Security · BK · Remote | P3 | Closed | 43.18 hr | 1.6 days | Missed |
| LOV243-101323 | 14 Jul 2026 | Incident | Permission change User admin · ML · Remote | P2 | Resolved | 0.94 hr | 1.7 days | Met |
| LOV243-101322 | 14 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P4 | Resolved | 7.16 hr | 9.9 hr | Met |
| LOV243-101321 | 13 Jul 2026 | Project · excluded | Backup capacity review Backup · SE · Remote | P4 | Closed | — | — | n/a |
| LOV243-101320 | 10 Jul 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Closed | 0.19 hr | 1.9 days | Met |
| LOV243-101319 | 10 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.52 hr | 2.2 days | Met |
| LOV243-101318 | 09 Jul 2026 | Service Request | Site offline Network · BK · Remote | P4 | Closed | 0.53 hr | 2.0 days | Met |
| LOV243-101317 | 09 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P2 | Closed | 0.08 hr | 18.6 hr | Met |
| LOV243-101316 | 09 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Remote | P2 | Closed | — | — | n/a |
| LOV243-101315 | 08 Jul 2026 | Service Request · excluded | Voicemail not delivering Telephony · KB · Head Office | P4 | Closed | — | — | n/a |
| LOV243-101314 | 08 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Closed | 0.69 hr | 13.8 hr | Met |
| LOV243-101313 | 08 Jul 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 4.10 hr | 18.2 hr | Met |
| LOV243-101312 | 08 Jul 2026 | Service Request | Database timeout Line of business app · AB · Remote | P3 | Closed | 2.68 hr | 7.0 hr | Met |
| LOV243-101311 | 07 Jul 2026 | Service Request · excluded | Mailbox delegation Email · KB · Head Office | P3 | Closed | — | — | n/a |
| LOV243-101310 | 07 Jul 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Branch | P4 | Resolved | — | — | n/a |
| LOV243-101309 | 07 Jul 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.43 hr | 1.3 days | Met |
| LOV243-101308 | 07 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| LOV243-101307 | 06 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P4 | Closed | 1.31 hr | 1.4 days | Met |
| LOV243-101306 | 06 Jul 2026 | Service Request · excluded | Permission change User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| LOV243-101305 | 05 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P1 | Resolved | — | — | n/a |
| LOV243-101304 | 05 Jul 2026 | Quote · excluded | New starter setup User admin · SE · Branch | P2 | Closed | — | — | n/a |
| LOV243-101303 | 05 Jul 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 4.18 hr | 1.8 days | Met |
| LOV243-101302 | 04 Jul 2026 | Project · excluded | Leaver process User admin · TAG · Remote | P1 | Resolved | — | — | n/a |
| LOV243-101301 | 04 Jul 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Closed | 8.41 hr | 2.2 days | Missed |
| LOV243-101300 | 04 Jul 2026 | Change | Backup job failed Backup · SE · Branch | P4 | Closed | 1.19 hr | 12.5 hr | Met |
| LOV243-101299 | 04 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | 5.46 hr | 1.2 days | Met |
| LOV243-101298 | 03 Jul 2026 | Incident | Permission change User admin · SE · Head Office | P2 | Closed | — | — | n/a |
| LOV243-101297 | 03 Jul 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Resolved | 1.75 hr | 6.6 hr | Met |
| LOV243-101296 | 02 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| LOV243-101295 | 02 Jul 2026 | Incident | Scan to email failing Printing · BK · Remote | P3 | Closed | 4.53 hr | 1.9 days | Met |
| LOV243-101294 | 02 Jul 2026 | Change | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.57 hr | 10.1 hr | Met |
| LOV243-101293 | 01 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Closed | 1.28 hr | 1.9 days | Met |
| LOV243-101292 | 01 Jul 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P2 | Closed | 1.23 hr | 1.2 days | Met |
| LOV243-101291 | 30 Jun 2026 | Incident · excluded | Restore request Backup · BK · Branch | P3 | Resolved | — | — | n/a |
| LOV243-101290 | 30 Jun 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P4 | Closed | 3.17 hr | 1.4 days | Met |
| LOV243-101289 | 30 Jun 2026 | Incident | Distribution list change Email · KB · Remote | P3 | Closed | 1.35 hr | 2.0 hr | Met |
| LOV243-101288 | 29 Jun 2026 | Incident | Distribution list change Email · BK · Remote | P2 | Closed | 0.83 hr | 12.1 hr | Met |
| LOV243-101287 | 29 Jun 2026 | Project · excluded | Backup capacity review Backup · AB · Head Office | P2 | Resolved | — | — | n/a |
| LOV243-101286 | 26 Jun 2026 | Incident | Name change request User admin · ML · Head Office | P4 | Closed | 1.06 hr | 9.9 hr | Met |
| LOV243-101285 | 26 Jun 2026 | Incident | Scan to email failing Printing · TAG · Branch | P2 | Resolved | 6.76 hr | 2.8 hr | Met |
| LOV243-101284 | 26 Jun 2026 | Quote · excluded | Name change request User admin · KB · Head Office | P4 | Closed | — | — | n/a |
| LOV243-101283 | 25 Jun 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Resolved | 0.80 hr | 1.4 days | Met |
| LOV243-101282 | 24 Jun 2026 | Incident | Report not generating Line of business app · ML · Branch | P3 | Closed | 3.17 hr | 1.9 days | Met |
| LOV243-101281 | 23 Jun 2026 | Service Request | Laptop will not boot Hardware · SE · Remote | P3 | Closed | 0.66 hr | 1.6 days | Met |
| LOV243-101280 | 22 Jun 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P4 | Resolved | 7.07 hr | 12.0 hr | Met |
| LOV243-101279 | 22 Jun 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P4 | Resolved | 1.18 hr | 19.8 hr | Met |
| LOV243-101278 | 20 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P3 | Resolved | 3.90 hr | 1.4 days | Met |
| LOV243-101277 | 19 Jun 2026 | Incident · excluded | Phishing report triage Security · SE · Head Office | P3 | Resolved | — | — | n/a |
| LOV243-101276 | 19 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Remote | P4 | Closed | 1.14 hr | 18.6 hr | Met |
| LOV243-101275 | 18 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Resolved | — | — | n/a |
| LOV243-101274 | 18 Jun 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P4 | Closed | 0.25 hr | 18.6 hr | Met |
| LOV243-101273 | 17 Jun 2026 | Service Request | New extension setup Telephony · SE · Branch | P3 | Closed | 0.16 hr | 16.6 hr | Met |
| LOV243-101272 | 17 Jun 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 1.33 hr | 8.6 hr | Met |
| LOV243-101271 | 17 Jun 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Resolved | 1.63 hr | 2.0 days | Met |
| LOV243-101270 | 17 Jun 2026 | Planned Install · excluded | New printer driver rollout Printing · ML · Branch | P3 | Closed | — | — | n/a |
| LOV243-101269 | 16 Jun 2026 | Quote · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| LOV243-101268 | 16 Jun 2026 | Change | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Closed | 0.69 hr | 1.4 days | Met |
| LOV243-101267 | 16 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Closed | 0.20 hr | 2.5 days | Met |
| LOV243-101266 | 16 Jun 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P4 | Resolved | 0.58 hr | 1.8 days | Met |
| LOV243-101265 | 16 Jun 2026 | Service Request | Backup capacity review Backup · SE · Remote | P3 | Closed | 1.92 hr | 22.8 hr | Met |
| LOV243-101264 | 15 Jun 2026 | Incident · excluded | Printer offline Printing · AB · Remote | P4 | Closed | — | — | n/a |
| LOV243-101263 | 15 Jun 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Remote | P2 | Resolved | — | — | n/a |
| LOV243-101262 | 15 Jun 2026 | Change | MFA reset Security · SE · Branch | P3 | Closed | 2.63 hr | 1.1 days | Met |
| LOV243-101261 | 15 Jun 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Closed | 1.33 hr | 2.4 days | Met |
| LOV243-101260 | 12 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Closed | 2.12 hr | 2.4 days | Met |
| LOV243-101259 | 12 Jun 2026 | Incident | Printer offline Printing · AB · Site 2 | P3 | Closed | 0.24 hr | 2.1 days | Met |
| LOV243-101258 | 11 Jun 2026 | Service Request | Printer offline Printing · AB · Head Office | P4 | Resolved | 0.78 hr | 17.9 hr | Met |
| LOV243-101257 | 11 Jun 2026 | Service Request · excluded | Licence renewal Line of business app · BK · Remote | P2 | Closed | — | — | n/a |
| LOV243-101256 | 10 Jun 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Branch | P2 | Closed | — | — | n/a |
| LOV243-101255 | 10 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Remote | P2 | 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.