SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 60 records in this selection sit outside that — quotes, projects and planned installs, plus 26 calls billed time and materials. They stay visible for volume context.
Service performance
162 eligible records in this yearAverage first response
3.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
92.9%
11 call(s) over the 8-hour target
First-time fix
69.8%
Where the source records the field
Volume
Contract calls
162
222 calls logged in the period
Off contract
26
£8,433 chargeable
Open / closed
5 / 217
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
162
records
- Printing22
- Hardware19
- Security19
- Telephony19
- Network18
- Email17
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 162 | 3.32 hr | 92.9% | 11 | 60 |
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 | 21 | 1.97 hr | 100% | 0 |
| Anne-Marie Cable | 19 | 2.34 hr | 100% | 0 |
| (Not recorded) | 18 | 7.60 hr | 78% | 4 |
| Kelly Gregory | 17 | 5.08 hr | 76% | 4 |
| Stacey Thomas | 16 | 1.55 hr | 100% | 0 |
| Rachael Parkin | 14 | 2.55 hr | 93% | 1 |
| Barry Ebbs | 13 | 3.36 hr | 100% | 0 |
| Daniel Blacker | 11 | 2.05 hr | 100% | 0 |
| Damian Armstrong | 9 | 5.57 hr | 89% | 1 |
| Chloe Dempsey | 8 | 1.84 hr | 100% | 0 |
| Julie Herbert | 7 | 2.15 hr | 83% | 1 |
| Aiden Higgins | 6 | 0.93 hr | 100% | 0 |
11 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 38.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305945 | (Not recorded) | HP t640 | 2026-06-03 15:33 | 46.26 hr | +38.3 | TAG | Backup job failed |
| 305905 | (Not recorded) | Lenovo ThinkPad T14 | 2026-04-16 17:52 | 41.69 hr | +33.7 | TAG | New printer driver rollout |
| 306008 | Kelly Gregory | HP ProBook 450 G6 | 2026-08-12 10:01 | 36.25 hr | +28.3 | TAG | Spoofed email reported |
| 305912 | Damian Armstrong | Apple MacBook Air M2 | 2026-04-24 13:17 | 31.97 hr | +24.0 | SE | Permission change |
| 305897 | (Not recorded) | Lenovo ThinkPad T14 | 2026-04-07 12:31 | 14.60 hr | +6.6 | BK | Printer offline |
| 305998 | (Not recorded) | Apple MacBook Pro 14 | 2026-07-29 14:10 | 11.18 hr | +3.2 | AB | Backup capacity review |
| 306006 | Kelly Gregory | Dell OptiPlex 7010 | 2026-08-10 12:56 | 10.51 hr | +2.5 | KB | MFA reset |
| 305947 | Kelly Gregory | Dell PowerEdge R640 | 2026-06-04 15:06 | 9.49 hr | +1.5 | KB | Toner replacement |
| 305964 | Rachael Parkin | Dell Wyse 5070 | 2026-06-23 11:42 | 9.41 hr | +1.4 | SE | Docking station not detected |
| 305872 | Kelly Gregory | Dell Latitude 7420 | 2026-03-09 10:36 | 8.88 hr | +0.9 | TAG | Voicemail not delivering |
| 305969 | Julie Herbert | Lenovo ThinkPad T14 | 2026-06-26 14:08 | 8.65 hr | +0.7 | SE | Report not generating |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Printing | 6 | 08 Jan 2026 – 15 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 18 Feb 2026 – 15 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 6 | 20 Mar 2026 – 10 Aug 2026 |
| Daniel Blacker | Monitoring / server / security | 5 | 09 Jan 2026 – 23 Jul 2026 |
| Karen Taylor | Hardware | 5 | 13 Jan 2026 – 19 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 5 | 23 Jan 2026 – 12 Aug 2026 |
| Anne-Marie Cable | Telephony | 5 | 05 Feb 2026 – 03 Aug 2026 |
| Stacey Thomas | Hardware | 4 | 01 Jan 2026 – 17 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Monitoring / server / security | 6 | 16 Feb 2026 – 27 Jul 2026 |
| Lenovo ThinkPad T14 | Printing | 6 | 10 Mar 2026 – 21 Apr 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 4 | 09 Jan 2026 – 31 Jul 2026 |
| Dell Latitude 7420 | Telephony | 4 | 05 Feb 2026 – 07 Aug 2026 |
| HP t640 | Backup / restore | 4 | 05 Mar 2026 – 17 Aug 2026 |
| Lenovo ThinkCentre M70q | Hardware | 3 | 13 Jan 2026 – 17 Jun 2026 |
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 3 | 23 Jan 2026 – 03 Jul 2026 |
| Dell Latitude E7470 | Hardware | 3 | 30 Jan 2026 – 08 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
222 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LOV490-100670 | 25 Aug 2026 | Incident | Licence renewal Line of business app · KB · Site 2 | P3 | Closed | 3.06 hr | 1.0 days | Met |
| LOV490-100669 | 25 Aug 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 1.47 hr | 2.5 days | Met |
| LOV490-100668 | 24 Aug 2026 | Service Request | Restore request Backup · AB · Head Office | P3 | Resolved | 0.69 hr | 1.4 days | Met |
| LOV490-100667 | 24 Aug 2026 | Incident | Call quality issue Telephony · ML · Remote | P3 | Resolved | 0.61 hr | 1.3 days | Met |
| LOV490-100666 | 21 Aug 2026 | Quote · excluded | Retention change Backup · BK · Head Office | P2 | Resolved | — | — | n/a |
| LOV490-100665 | 20 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · ML · Branch | P3 | In Progress | — | — | n/a |
| LOV490-100664 | 20 Aug 2026 | Incident | Name change request User admin · TAG · Head Office | P3 | Closed | 1.44 hr | 11.1 hr | Met |
| LOV490-100663 | 19 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Resolved | 6.05 hr | 15.6 hr | Met |
| LOV490-100662 | 19 Aug 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Resolved | 0.36 hr | 14.2 hr | Met |
| LOV490-100661 | 18 Aug 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P4 | Open | — | — | n/a |
| LOV490-100660 | 17 Aug 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 4.58 hr | 1.1 days | Met |
| LOV490-100659 | 17 Aug 2026 | Incident | Message quarantined Email · BK · Head Office | P1 | Closed | 0.53 hr | 5.7 hr | Met |
| LOV490-100658 | 15 Aug 2026 | Service Request | Scan to email failing Printing · ML · Branch | P2 | Closed | 0.59 hr | 2.3 days | Met |
| LOV490-100657 | 15 Aug 2026 | Quote · excluded | Site offline Network · SE · Head Office | P2 | Open | — | — | n/a |
| LOV490-100656 | 14 Aug 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P2 | Resolved | 6.92 hr | 1.9 days | Met |
| LOV490-100655 | 13 Aug 2026 | Service Request | MFA reset Security · BK · Head Office | P3 | Closed | 0.26 hr | 1.7 days | Met |
| LOV490-100654 | 12 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Site 2 | P3 | Open | — | — | n/a |
| LOV490-100653 | 12 Aug 2026 | Service Request | Spoofed email reported Email · TAG · Remote | P3 | Closed | 36.25 hr | 1.5 days | Missed |
| LOV490-100652 | 11 Aug 2026 | Change | Distribution list change Email · AB · Branch | P2 | Closed | 0.92 hr | 1.1 days | Met |
| LOV490-100651 | 10 Aug 2026 | Incident | MFA reset Security · KB · Remote | P2 | Resolved | 10.51 hr | 1.5 days | Missed |
| LOV490-100650 | 07 Aug 2026 | Incident | Call quality issue Telephony · AB · Head Office | P2 | Closed | 2.53 hr | 1.9 days | Met |
| LOV490-100649 | 07 Aug 2026 | Incident | Call quality issue Telephony · SE · Site 2 | P2 | Closed | 1.90 hr | 1.8 days | Met |
| LOV490-100648 | 05 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Resolved | 1.31 hr | 1.1 days | Met |
| LOV490-100647 | 04 Aug 2026 | Quote · excluded | Switch port fault Network · KB · Branch | P3 | Open | — | — | n/a |
| LOV490-100646 | 03 Aug 2026 | Incident | New extension setup Telephony · BK · Site 2 | P3 | Closed | 5.94 hr | 2.2 days | Met |
| LOV490-100645 | 31 Jul 2026 | Incident | Phishing report triage Security · AB · Head Office | P2 | Closed | 0.58 hr | 2.6 hr | Met |
| LOV490-100644 | 30 Jul 2026 | Service Request · excluded | Retention change Backup · BK · Remote | P3 | Closed | — | — | n/a |
| LOV490-100643 | 29 Jul 2026 | Change | Backup capacity review Backup · AB · Head Office | P3 | Closed | 11.18 hr | 1.5 days | Missed |
| LOV490-100642 | 28 Jul 2026 | Incident · excluded | Retention change Backup · SE · Branch | P4 | Resolved | — | — | n/a |
| LOV490-100641 | 27 Jul 2026 | Quote · excluded | Toner replacement Printing · TAG · Head Office | P2 | Closed | — | — | n/a |
| LOV490-100640 | 27 Jul 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Closed | 0.92 hr | 4.5 hr | Met |
| LOV490-100639 | 24 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Closed | 1.31 hr | 15.6 hr | Met |
| LOV490-100638 | 24 Jul 2026 | Project · excluded | Database timeout Line of business app · ML · Remote | P2 | Closed | — | — | n/a |
| LOV490-100637 | 23 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Site 2 | P4 | Closed | 1.44 hr | 2.4 days | Met |
| LOV490-100636 | 22 Jul 2026 | Incident · excluded | New starter setup User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| LOV490-100635 | 21 Jul 2026 | Quote · excluded | Leaver process User admin · TAG · Head Office | P2 | Resolved | — | — | n/a |
| LOV490-100634 | 20 Jul 2026 | Incident | Site offline Network · AB · Branch | P2 | Resolved | 0.73 hr | 22.6 hr | Met |
| LOV490-100633 | 17 Jul 2026 | Incident · excluded | Slow VPN Network · KB · Head Office | P2 | Closed | — | — | n/a |
| LOV490-100632 | 16 Jul 2026 | Change | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 3.85 hr | 23.8 hr | Met |
| LOV490-100631 | 15 Jul 2026 | Service Request | MFA reset Security · BK · Branch | P3 | Resolved | 0.15 hr | 1.3 days | Met |
| LOV490-100630 | 15 Jul 2026 | Incident | Switch port fault Network · ML · Remote | P3 | Resolved | 1.29 hr | 1.8 days | Met |
| LOV490-100629 | 14 Jul 2026 | Incident | New printer driver rollout Printing · KB · Remote | P3 | Closed | 4.36 hr | 7.9 hr | Met |
| LOV490-100628 | 14 Jul 2026 | Incident · excluded | Leaver process User admin · AB · Remote | P3 | Closed | — | — | n/a |
| LOV490-100627 | 13 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Resolved | 4.63 hr | 13.3 hr | Met |
| LOV490-100626 | 10 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · AB · Remote | P4 | Closed | — | — | n/a |
| LOV490-100625 | 08 Jul 2026 | Quote · excluded | Printer offline Printing · KB · Head Office | P1 | Resolved | — | — | n/a |
| LOV490-100624 | 08 Jul 2026 | Service Request | Slow VPN Network · ML · Head Office | P3 | Closed | 1.35 hr | 1.4 hr | Met |
| LOV490-100623 | 07 Jul 2026 | Incident · excluded | Handset registration Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| LOV490-100622 | 06 Jul 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Resolved | 1.23 hr | 20.7 hr | Met |
| LOV490-100621 | 03 Jul 2026 | Service Request | Switch port fault Network · SE · Remote | P4 | Resolved | — | — | n/a |
| LOV490-100620 | 03 Jul 2026 | Service Request | Message quarantined Email · BK · Branch | P3 | Resolved | 1.14 hr | 1.4 days | Met |
| LOV490-100619 | 02 Jul 2026 | Incident | Licence renewal Line of business app · BK · Branch | P3 | Closed | 1.20 hr | 13.3 hr | Met |
| LOV490-100618 | 01 Jul 2026 | Incident | Screen flickering Hardware · ML · Branch | P3 | Resolved | 1.49 hr | 2.3 days | Met |
| LOV490-100617 | 30 Jun 2026 | Incident | Phishing report triage Security · BK · Branch | P4 | Closed | 2.40 hr | 2.4 days | Met |
| LOV490-100616 | 29 Jun 2026 | Service Request | Suspicious sign-in review Security · AB · Branch | P4 | Resolved | 0.71 hr | 1.5 days | Met |
| LOV490-100615 | 29 Jun 2026 | Service Request · excluded | Laptop will not boot Hardware · ML · Head Office | P4 | Closed | — | — | n/a |
| LOV490-100614 | 26 Jun 2026 | Change | Report not generating Line of business app · SE · Branch | P3 | Resolved | 8.65 hr | 11.7 hr | Missed |
| LOV490-100613 | 25 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 6.90 hr | 0.3 hr | Met |
| LOV490-100612 | 25 Jun 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | 5.95 hr | 13.1 hr | Met |
| LOV490-100611 | 24 Jun 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P2 | Resolved | 2.94 hr | 2.2 hr | Met |
| LOV490-100610 | 24 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Closed | 0.92 hr | 3.4 hr | Met |
| LOV490-100609 | 23 Jun 2026 | Service Request | Docking station not detected Hardware · SE · Remote | P3 | Resolved | 9.41 hr | 1.6 days | Missed |
| LOV490-100608 | 23 Jun 2026 | Service Request · excluded | Leaver process User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| LOV490-100607 | 22 Jun 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 2.31 hr | 2.2 days | Met |
| LOV490-100606 | 19 Jun 2026 | Service Request | Retention change Backup · SE · Head Office | P1 | Closed | 3.36 hr | 17.6 hr | Met |
| LOV490-100605 | 18 Jun 2026 | Service Request | Restore request Backup · AB · Head Office | P3 | Resolved | 4.93 hr | 1.5 days | Met |
| LOV490-100604 | 18 Jun 2026 | Service Request | Name change request User admin · ML · Head Office | P4 | Closed | 0.42 hr | 10.6 hr | Met |
| LOV490-100603 | 17 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Resolved | 1.45 hr | 21.5 hr | Met |
| LOV490-100602 | 17 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Branch | P4 | Closed | 1.01 hr | 4.5 hr | Met |
| LOV490-100601 | 16 Jun 2026 | Incident | Name change request User admin · BK · Remote | P4 | Resolved | 7.36 hr | 23.6 hr | Met |
| LOV490-100600 | 15 Jun 2026 | Incident | Slow VPN Network · AB · Head Office | P2 | Resolved | 4.96 hr | 1.9 hr | Met |
| LOV490-100599 | 12 Jun 2026 | Incident | Permission change User admin · ML · Branch | P4 | Resolved | 5.51 hr | 19.4 hr | Met |
| LOV490-100598 | 11 Jun 2026 | Incident | Scan to email failing Printing · KB · Branch | P3 | Closed | 1.41 hr | 13.7 hr | Met |
| LOV490-100597 | 10 Jun 2026 | Service Request | Screen flickering Hardware · BK · Branch | P3 | Resolved | 3.35 hr | 1.6 days | Met |
| LOV490-100596 | 09 Jun 2026 | Incident | New starter setup User admin · KB · Branch | P3 | Closed | 1.48 hr | 2.4 days | Met |
| LOV490-100595 | 08 Jun 2026 | Service Request | Database timeout Line of business app · SE · Branch | P1 | Closed | 0.37 hr | 14.4 hr | Met |
| LOV490-100594 | 05 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Site 2 | P3 | Closed | 0.50 hr | 1.3 days | Met |
| LOV490-100593 | 05 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Resolved | 0.42 hr | 2.3 days | Met |
| LOV490-100592 | 04 Jun 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Closed | 9.49 hr | 1.1 days | Missed |
| LOV490-100591 | 04 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Closed | 0.55 hr | 22.4 hr | Met |
| LOV490-100590 | 03 Jun 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P4 | Resolved | 46.26 hr | 1.7 days | Missed |
| LOV490-100589 | 02 Jun 2026 | Incident · excluded | Permission change User admin · SE · Head Office | P2 | Closed | — | — | n/a |
| LOV490-100588 | 02 Jun 2026 | Service Request | Distribution list change Email · SE · Branch | P2 | Resolved | 0.64 hr | 4.7 hr | Met |
| LOV490-100587 | 01 Jun 2026 | Service Request | Report not generating Line of business app · BK · Site 2 | P3 | Closed | 0.41 hr | 20.8 hr | Met |
| LOV490-100586 | 28 May 2026 | Service Request | MFA reset Security · TAG · Branch | P2 | Closed | 2.01 hr | 10.1 hr | Met |
| LOV490-100585 | 27 May 2026 | Quote · excluded | Laptop will not boot Hardware · AB · Remote | P2 | Closed | — | — | n/a |
| LOV490-100584 | 26 May 2026 | Planned Install · excluded | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | — | — | n/a |
| LOV490-100583 | 25 May 2026 | Service Request · excluded | Report not generating Line of business app · ML · Head Office | P2 | Closed | — | — | n/a |
| LOV490-100582 | 22 May 2026 | Service Request | Printer offline Printing · TAG · Branch | P3 | Resolved | 5.64 hr | 1.8 days | Met |
| LOV490-100581 | 21 May 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | 1.14 hr | 2.0 days | Met |
| LOV490-100580 | 20 May 2026 | Service Request | MFA reset Security · TAG · Branch | P4 | Closed | 5.53 hr | 2.1 days | Met |
| LOV490-100579 | 19 May 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | — | — | n/a |
| LOV490-100578 | 18 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Branch | P3 | Closed | 1.38 hr | 6.4 hr | Met |
| LOV490-100577 | 17 May 2026 | Service Request | Distribution list change Email · KB · Head Office | P4 | Closed | 0.32 hr | 2.0 days | Met |
| LOV490-100576 | 17 May 2026 | Quote · excluded | Restore request Backup · ML · Remote | P2 | Closed | — | — | n/a |
| LOV490-100575 | 15 May 2026 | Planned Install · excluded | Message quarantined Email · ML · Remote | P3 | Resolved | — | — | n/a |
| LOV490-100574 | 14 May 2026 | Quote · excluded | Permission change User admin · KB · Head Office | P2 | Closed | — | — | n/a |
| LOV490-100573 | 13 May 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Closed | 5.82 hr | 2.1 days | Met |
| LOV490-100572 | 13 May 2026 | Service Request · excluded | Backup capacity review Backup · ML · Site 2 | P3 | Closed | — | — | n/a |
| LOV490-100571 | 12 May 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| LOV490-100570 | 11 May 2026 | Planned Install · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| LOV490-100569 | 11 May 2026 | Incident | Scan to email failing Printing · AB · Branch | P2 | Closed | 0.65 hr | 23.9 hr | Met |
| LOV490-100568 | 08 May 2026 | Change | Replacement keyboard Hardware · AB · Head Office | P4 | Closed | 1.07 hr | 9.8 hr | Met |
| LOV490-100567 | 07 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Site 2 | P2 | Resolved | 3.00 hr | 1.8 days | Met |
| LOV490-100566 | 06 May 2026 | Incident | Spoofed email reported Email · KB · Remote | P4 | Closed | 1.33 hr | 2.2 days | Met |
| LOV490-100565 | 04 May 2026 | Project · excluded | Backup capacity review Backup · SE · Head Office | P1 | Resolved | — | — | n/a |
| LOV490-100564 | 30 Apr 2026 | Change | Call quality issue Telephony · AB · Remote | P3 | Resolved | 1.19 hr | 1.2 days | Met |
| LOV490-100563 | 30 Apr 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P2 | Closed | 0.99 hr | 13.3 hr | Met |
| LOV490-100562 | 29 Apr 2026 | Service Request | Scan to email failing Printing · SE · Remote | P4 | Closed | 4.07 hr | 2.3 hr | Met |
| LOV490-100561 | 29 Apr 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P4 | Resolved | 0.99 hr | 2.1 days | Met |
| LOV490-100560 | 28 Apr 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Resolved | 0.63 hr | 2.3 days | Met |
| LOV490-100559 | 27 Apr 2026 | Incident | New extension setup Telephony · ML · Head Office | P4 | Closed | 4.35 hr | 1.6 days | Met |
| LOV490-100558 | 27 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · KB · Branch | P4 | Closed | — | — | n/a |
| LOV490-100557 | 24 Apr 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | 31.97 hr | 17.1 hr | Missed |
| LOV490-100556 | 23 Apr 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | 0.77 hr | 6.2 hr | Met |
| LOV490-100555 | 22 Apr 2026 | Incident · excluded | Docking station not detected Hardware · AB · Remote | P3 | Resolved | — | — | n/a |
| LOV490-100554 | 21 Apr 2026 | Service Request | Toner replacement Printing · SE · Site 2 | P2 | Closed | 0.46 hr | 18.3 hr | Met |
| LOV490-100553 | 20 Apr 2026 | Incident | Message quarantined Email · KB · Head Office | P3 | Resolved | 1.43 hr | 13.9 hr | Met |
| LOV490-100552 | 20 Apr 2026 | Quote · excluded | New printer driver rollout Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| LOV490-100551 | 17 Apr 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Closed | 0.54 hr | 1.3 days | Met |
| LOV490-100550 | 16 Apr 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 41.69 hr | 2.2 days | Missed |
| LOV490-100549 | 14 Apr 2026 | Incident | Application crash on launch Line of business app · BK · Branch | P3 | Resolved | 1.12 hr | 2.1 days | Met |
| LOV490-100548 | 13 Apr 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Head Office | P4 | Resolved | — | — | n/a |
| LOV490-100547 | 13 Apr 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Resolved | 0.35 hr | 1.3 days | Met |
| LOV490-100546 | 10 Apr 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 1.73 hr | 2.3 days | Met |
| LOV490-100545 | 10 Apr 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Resolved | 0.22 hr | 1.9 days | Met |
| LOV490-100544 | 09 Apr 2026 | Service Request | Phishing report triage Security · ML · Head Office | P2 | Resolved | 2.01 hr | 20.4 hr | Met |
| LOV490-100543 | 08 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Closed | 0.96 hr | 19.7 hr | Met |
| LOV490-100542 | 07 Apr 2026 | Change | Printer offline Printing · BK · Remote | P3 | Resolved | 14.60 hr | 1.4 days | Missed |
| LOV490-100541 | 06 Apr 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Resolved | 1.10 hr | 16.8 hr | Met |
| LOV490-100540 | 06 Apr 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Resolved | 5.50 hr | 1.6 days | Met |
| LOV490-100539 | 03 Apr 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 2.40 hr | 1.0 days | Met |
| LOV490-100538 | 03 Apr 2026 | Incident | New starter setup User admin · BK · Remote | P3 | Closed | 1.47 hr | 2.4 days | Met |
| LOV490-100537 | 01 Apr 2026 | Incident | Printer offline Printing · SE · Head Office | P4 | Closed | 0.47 hr | 13.4 hr | Met |
| LOV490-100536 | 31 Mar 2026 | Project · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| LOV490-100535 | 30 Mar 2026 | Incident | Slow VPN Network · TAG · Site 2 | P3 | Closed | 0.98 hr | 1.3 days | Met |
| LOV490-100534 | 27 Mar 2026 | Incident | New extension setup Telephony · AB · Branch | P2 | Resolved | 0.35 hr | 2.1 days | Met |
| LOV490-100533 | 27 Mar 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P4 | Closed | 6.24 hr | 1.1 days | Met |
| LOV490-100532 | 26 Mar 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Resolved | — | — | n/a |
| LOV490-100531 | 25 Mar 2026 | Incident | Handset registration Telephony · AB · Remote | P3 | Closed | 0.73 hr | 2.3 days | Met |
| LOV490-100530 | 24 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P1 | Closed | 1.25 hr | 16.2 hr | Met |
| LOV490-100529 | 24 Mar 2026 | Service Request | Permission change User admin · SE · Head Office | P3 | Resolved | 0.68 hr | 1.8 days | Met |
| LOV490-100528 | 20 Mar 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P2 | Closed | 1.28 hr | 1.9 days | Met |
| LOV490-100527 | 19 Mar 2026 | Planned Install · excluded | Retention change Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| LOV490-100526 | 19 Mar 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 1.17 hr | 2.0 days | Met |
| LOV490-100525 | 18 Mar 2026 | Incident | Leaver process User admin · AB · Head Office | P4 | Closed | 0.52 hr | 1.9 days | Met |
| LOV490-100524 | 17 Mar 2026 | Incident | Message quarantined Email · AB · Remote | P4 | Resolved | 0.29 hr | 9.8 hr | Met |
| LOV490-100523 | 16 Mar 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P3 | Resolved | 1.80 hr | 1.3 days | Met |
| LOV490-100522 | 13 Mar 2026 | Change | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Closed | 1.52 hr | 2.2 days | Met |
| LOV490-100521 | 12 Mar 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 1.21 hr | 1.9 days | 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.