SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 36 records in this selection sit outside that — quotes, projects and planned installs, plus 12 calls billed time and materials. They stay visible for volume context.
Service performance
93 eligible records in this yearAverage first response
7.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
82.4%
16 call(s) over the 8-hour target
First-time fix
66.7%
Where the source records the field
Volume
Contract calls
93
129 calls logged in the period
Off contract
12
£4,512.75 chargeable
Open / closed
5 / 124
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
93
records
- Network12
- Security11
- Line of business app11
- Email11
- Telephony10
- Printing9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 93 | 7.13 hr | 82.4% | 16 | 36 |
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 | 15 | 5.03 hr | 86% | 2 |
| Kelly Gregory | 12 | 11.06 hr | 92% | 1 |
| Stacey Thomas | 12 | 5.94 hr | 73% | 3 |
| Anne-Marie Cable | 11 | 14.93 hr | 73% | 3 |
| Julie Herbert | 7 | 6.00 hr | 86% | 1 |
| Chloe Dempsey | 6 | 1.49 hr | 100% | 0 |
| Aiden Higgins | 6 | 6.73 hr | 67% | 2 |
| Damian Armstrong | 5 | 6.23 hr | 80% | 1 |
| (Not recorded) | 5 | 0.84 hr | 100% | 0 |
| Rachael Parkin | 4 | 4.95 hr | 75% | 1 |
| Barry Ebbs | 4 | 4.01 hr | 75% | 1 |
| Phil Jenkins | 3 | 2.42 hr | 100% | 0 |
16 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 112.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306672 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-02-27 08:04 | 120.00 hr | +112.0 | AB | Spoofed email reported |
| 306688 | Kelly Gregory | Dell Wyse 5070 | 2026-03-30 15:35 | 109.07 hr | +101.1 | AB | Voicemail not delivering |
| 306739 | Daniel Blacker | Dell Wyse 5070 | 2026-06-25 12:16 | 44.62 hr | +36.6 | AB | Distribution list change |
| 306758 | Julie Herbert | Apple MacBook Air M2 | 2026-07-31 09:11 | 36.86 hr | +28.9 | BK | Leaver process |
| 306681 | Stacey Thomas | Dell Wyse 5070 | 2026-03-19 16:13 | 35.95 hr | +27.9 | ML | Distribution list change |
| 306652 | Karen Taylor | IGEL UD3 | 2026-01-22 10:51 | 27.54 hr | +19.5 | SE | Restore request |
| 306764 | Karen Taylor | Dell Latitude 5440 | 2026-08-11 14:38 | 24.57 hr | +16.6 | SE | Wi-Fi dropouts in warehouse |
| 306748 | Damian Armstrong | Dell OptiPlex 3050 | 2026-07-13 08:31 | 24.04 hr | +16.0 | SE | OneDrive sync conflict |
| 306714 | Anne-Marie Cable | Draytek Vigor 2927 | 2026-05-13 15:26 | 21.31 hr | +13.3 | BK | Toner replacement |
| 306711 | Aiden Higgins | WatchGuard T85-W | 2026-05-08 15:10 | 21.00 hr | +13.0 | KB | Voicemail not delivering |
| 306734 | Barry Ebbs | Apple iPhone 12 | 2026-06-15 10:32 | 11.98 hr | +4.0 | AB | Retention change |
| 306754 | Stacey Thomas | Apple iPhone 12 | 2026-07-23 14:33 | 11.74 hr | +3.7 | SE | Call quality issue |
| 306728 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-06-04 14:07 | 9.72 hr | +1.7 | BK | Report not generating |
| 306719 | Rachael Parkin | Dell Latitude E7470 | 2026-05-21 10:39 | 9.29 hr | +1.3 | BK | Slow VPN |
| 306673 | Stacey Thomas | Dell Wyse 5070 | 2026-03-02 10:26 | 9.00 hr | +1.0 | BK | Scan to email failing |
| 306663 | Aiden Higgins | HP t640 | 2026-02-09 08:43 | 8.76 hr | +0.8 | ML | Teams sign-in loop |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 6 | 01 Jan 2026 – 11 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 19 Mar 2026 – 03 Jun 2026 |
| Kelly Gregory | Telephony | 3 | 23 Jan 2026 – 28 Apr 2026 |
| Stacey Thomas | Monitoring / server / security | 3 | 05 Feb 2026 – 13 Apr 2026 |
| Kelly Gregory | Hardware | 3 | 04 Mar 2026 – 17 Jul 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 07 Apr 2026 – 18 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Wyse 5070 | Email / Microsoft 365 | 4 | 19 Mar 2026 – 03 Aug 2026 |
| Dell OptiPlex 7010 | Hardware | 3 | 27 Jan 2026 – 09 Jun 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 3 | 03 Feb 2026 – 11 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
129 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LOV591-100411 | 25 Aug 2026 | Service Request | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 1.31 hr | 1.8 days | Met |
| LOV591-100410 | 24 Aug 2026 | Quote · excluded | Permission change User admin · KB · Remote | P2 | In Progress | — | — | n/a |
| LOV591-100409 | 21 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · AB · Site 2 | P3 | Closed | — | — | n/a |
| LOV591-100408 | 19 Aug 2026 | Service Request · excluded | Toner replacement Printing · BK · Branch | P3 | Closed | — | — | n/a |
| LOV591-100407 | 18 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 0.20 hr | 1.0 days | Met |
| LOV591-100406 | 13 Aug 2026 | Incident | Name change request User admin · TAG · Head Office | P4 | Resolved | 0.71 hr | 1.8 days | Met |
| LOV591-100405 | 11 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P4 | Closed | 24.57 hr | 2.0 days | Missed |
| LOV591-100404 | 10 Aug 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Closed | 4.16 hr | 2.4 days | Met |
| LOV591-100403 | 07 Aug 2026 | Quote · excluded | Distribution list change Email · BK · Remote | P3 | Open | — | — | n/a |
| LOV591-100402 | 06 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Open | — | — | n/a |
| LOV591-100401 | 04 Aug 2026 | Incident · excluded | Backup job failed Backup · BK · Branch | P1 | Closed | — | — | n/a |
| LOV591-100400 | 03 Aug 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Resolved | 1.45 hr | 1.8 days | Met |
| LOV591-100399 | 31 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Closed | 36.86 hr | 1.3 days | Missed |
| LOV591-100398 | 30 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 1.15 hr | 3.1 hr | Met |
| LOV591-100397 | 27 Jul 2026 | Project · excluded | Name change request User admin · AB · Branch | P3 | Open | — | — | n/a |
| LOV591-100396 | 24 Jul 2026 | Incident | Call quality issue Telephony · ML · Site 2 | P3 | Resolved | 0.82 hr | 14.2 hr | Met |
| LOV591-100395 | 23 Jul 2026 | Incident | Call quality issue Telephony · SE · Head Office | P1 | Closed | 11.74 hr | 3.7 hr | Missed |
| LOV591-100394 | 21 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Site 2 | P3 | Closed | 2.06 hr | 0.4 hr | Met |
| LOV591-100393 | 20 Jul 2026 | Service Request · excluded | Screen flickering Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| LOV591-100392 | 17 Jul 2026 | Incident | Screen flickering Hardware · TAG · Remote | P3 | Closed | 3.90 hr | 2.0 days | Met |
| LOV591-100391 | 16 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | — | — | n/a |
| LOV591-100390 | 14 Jul 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P2 | Closed | 7.13 hr | 6.0 hr | Met |
| LOV591-100389 | 13 Jul 2026 | Change | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 24.04 hr | 21.8 hr | Missed |
| LOV591-100388 | 12 Jul 2026 | Quote · excluded | Phishing report triage Security · ML · Head Office | P3 | Open | — | — | n/a |
| LOV591-100387 | 08 Jul 2026 | Change | MFA reset Security · KB · Head Office | P3 | Closed | — | — | n/a |
| LOV591-100386 | 07 Jul 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 1.89 hr | 1.5 days | Met |
| LOV591-100385 | 06 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P2 | Resolved | 0.87 hr | 10.3 hr | Met |
| LOV591-100384 | 03 Jul 2026 | Service Request | Name change request User admin · SE · Remote | P4 | Closed | 0.55 hr | 2.1 days | Met |
| LOV591-100383 | 02 Jul 2026 | Change · excluded | Spoofed email reported Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| LOV591-100382 | 30 Jun 2026 | Project · excluded | Licence renewal Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| LOV591-100381 | 26 Jun 2026 | Quote · excluded | Restore request Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| LOV591-100380 | 25 Jun 2026 | Incident | Distribution list change Email · AB · Remote | P3 | Resolved | 44.62 hr | 5.8 hr | Missed |
| LOV591-100379 | 24 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Resolved | 0.16 hr | 1.7 days | Met |
| LOV591-100378 | 23 Jun 2026 | Service Request | New printer driver rollout Printing · ML · Branch | P2 | Resolved | 0.32 hr | 15.5 hr | Met |
| LOV591-100377 | 22 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| LOV591-100376 | 17 Jun 2026 | Project · excluded | Phishing report triage Security · KB · Head Office | P3 | Closed | — | — | n/a |
| LOV591-100375 | 15 Jun 2026 | Incident | Retention change Backup · AB · Site 2 | P3 | Closed | 11.98 hr | 1.8 hr | Missed |
| LOV591-100374 | 13 Jun 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P4 | Closed | 0.13 hr | 1.1 days | Met |
| LOV591-100373 | 12 Jun 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Closed | 0.31 hr | 2.2 days | Met |
| LOV591-100372 | 11 Jun 2026 | Incident | Report not generating Line of business app · ML · Head Office | P1 | Resolved | 0.09 hr | 14.5 hr | Met |
| LOV591-100371 | 10 Jun 2026 | Quote · excluded | Printer offline Printing · AB · Head Office | P2 | Closed | — | — | n/a |
| LOV591-100370 | 09 Jun 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P4 | Resolved | 0.98 hr | 1.4 days | Met |
| LOV591-100369 | 04 Jun 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Resolved | 9.72 hr | 2.0 days | Missed |
| LOV591-100368 | 03 Jun 2026 | Incident | Spoofed email reported Email · SE · Head Office | P3 | Resolved | 0.50 hr | 2.2 days | Met |
| LOV591-100367 | 02 Jun 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Closed | 1.35 hr | 2.3 days | Met |
| LOV591-100366 | 29 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P2 | Closed | 1.05 hr | 22.9 hr | Met |
| LOV591-100365 | 28 May 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Closed | 0.62 hr | 5.8 hr | Met |
| LOV591-100364 | 27 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Remote | P4 | Resolved | — | — | n/a |
| LOV591-100363 | 26 May 2026 | Service Request | Call quality issue Telephony · KB · Remote | P4 | Resolved | 5.61 hr | 2.4 days | Met |
| LOV591-100362 | 25 May 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 1.14 hr | 1.4 days | Met |
| LOV591-100361 | 22 May 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P4 | Closed | 0.20 hr | 1.1 days | Met |
| LOV591-100360 | 21 May 2026 | Service Request | Slow VPN Network · BK · Head Office | P2 | Resolved | 9.29 hr | 16.1 hr | Missed |
| LOV591-100359 | 20 May 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P1 | Resolved | 0.80 hr | 7.9 hr | Met |
| LOV591-100358 | 18 May 2026 | Service Request | Toner replacement Printing · BK · Remote | P2 | Closed | 5.40 hr | 2.2 days | Met |
| LOV591-100357 | 15 May 2026 | Service Request | Licence renewal Line of business app · ML · Remote | P3 | Closed | 1.17 hr | 13.6 hr | Met |
| LOV591-100356 | 14 May 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 1.80 hr | 2.2 days | Met |
| LOV591-100355 | 13 May 2026 | Change | Toner replacement Printing · BK · Remote | P4 | Closed | 21.31 hr | 1.8 days | Missed |
| LOV591-100354 | 12 May 2026 | Service Request · excluded | Laptop will not boot Hardware · KB · Branch | P2 | Resolved | — | — | n/a |
| LOV591-100353 | 11 May 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | 1.10 hr | 2.0 hr | Met |
| LOV591-100352 | 08 May 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P2 | Closed | 21.00 hr | 1.5 days | Missed |
| LOV591-100351 | 07 May 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Resolved | 2.00 hr | 22.8 hr | Met |
| LOV591-100350 | 06 May 2026 | Incident | Mailbox delegation Email · TAG · Branch | P3 | Resolved | 3.90 hr | 1.9 days | Met |
| LOV591-100349 | 05 May 2026 | Change · excluded | New starter setup User admin · ML · Head Office | P2 | Resolved | — | — | n/a |
| LOV591-100348 | 01 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.37 hr | 1.9 days | Met |
| LOV591-100347 | 29 Apr 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Resolved | 0.24 hr | 1.3 days | Met |
| LOV591-100346 | 28 Apr 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P4 | Closed | 2.90 hr | 1.9 days | Met |
| LOV591-100345 | 27 Apr 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 0.91 hr | 1.9 days | Met |
| LOV591-100344 | 24 Apr 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P2 | Resolved | 1.27 hr | 9.2 hr | Met |
| LOV591-100343 | 22 Apr 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Closed | 5.43 hr | 19.2 hr | Met |
| LOV591-100342 | 20 Apr 2026 | Incident | Screen flickering Hardware · BK · Branch | P3 | Resolved | 0.73 hr | 2.2 days | Met |
| LOV591-100341 | 17 Apr 2026 | Planned Install · excluded | Report not generating Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| LOV591-100340 | 16 Apr 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P3 | Resolved | 4.72 hr | 1.9 days | Met |
| LOV591-100339 | 15 Apr 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P4 | Resolved | 5.24 hr | 2.3 days | Met |
| LOV591-100338 | 14 Apr 2026 | Incident | Database timeout Line of business app · AB · Head Office | P2 | Closed | 1.93 hr | 16.0 hr | Met |
| LOV591-100337 | 13 Apr 2026 | Service Request | Switch port fault Network · BK · Branch | P4 | Resolved | 0.39 hr | 1.5 days | Met |
| LOV591-100336 | 10 Apr 2026 | Service Request | Backup job failed Backup · BK · Head Office | P2 | Resolved | 0.58 hr | 1.6 days | Met |
| LOV591-100335 | 08 Apr 2026 | Incident | Scan to email failing Printing · ML · Branch | P3 | Resolved | 0.75 hr | 1.7 days | Met |
| LOV591-100334 | 07 Apr 2026 | Incident | Slow VPN Network · BK · Branch | P3 | Closed | 1.02 hr | 1.9 days | Met |
| LOV591-100333 | 03 Apr 2026 | Incident | Mailbox delegation Email · ML · Head Office | P4 | Resolved | 0.87 hr | 2.0 days | Met |
| LOV591-100332 | 02 Apr 2026 | Change | Backup job failed Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| LOV591-100331 | 01 Apr 2026 | Incident | Distribution list change Email · AB · Head Office | P4 | Closed | 1.27 hr | 8.0 hr | Met |
| LOV591-100330 | 31 Mar 2026 | Service Request · excluded | Database timeout Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| LOV591-100329 | 30 Mar 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | 109.07 hr | 6.2 hr | Missed |
| LOV591-100328 | 28 Mar 2026 | Incident | MFA reset Security · AB · Head Office | P4 | Resolved | 0.17 hr | 14.6 hr | Met |
| LOV591-100327 | 26 Mar 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P4 | Closed | — | — | n/a |
| LOV591-100326 | 25 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P1 | Closed | 1.11 hr | 14.4 hr | Met |
| LOV591-100325 | 24 Mar 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 0.73 hr | 23.3 hr | Met |
| LOV591-100324 | 23 Mar 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P2 | Resolved | 1.36 hr | 1.2 days | Met |
| LOV591-100323 | 20 Mar 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P2 | Closed | — | — | n/a |
| LOV591-100322 | 19 Mar 2026 | Incident | Distribution list change Email · ML · Remote | P3 | Resolved | 35.95 hr | 22.6 hr | Missed |
| LOV591-100321 | 18 Mar 2026 | Incident · excluded | Handset registration Telephony · AB · Head Office | P1 | Closed | — | — | n/a |
| LOV591-100320 | 16 Mar 2026 | Incident · excluded | Docking station not detected Hardware · ML · Head Office | P2 | Closed | — | — | n/a |
| LOV591-100319 | 13 Mar 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Remote | P2 | Closed | 1.24 hr | 9.9 hr | Met |
| LOV591-100318 | 11 Mar 2026 | Service Request · excluded | Backup capacity review Backup · AB · Branch | P3 | Resolved | — | — | n/a |
| LOV591-100317 | 05 Mar 2026 | Service Request | Phishing report triage Security · ML · Head Office | P2 | Resolved | 0.91 hr | 1.3 days | Met |
| LOV591-100316 | 04 Mar 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P4 | Resolved | 3.13 hr | 1.4 days | Met |
| LOV591-100315 | 03 Mar 2026 | Quote · excluded | Phishing report triage Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| LOV591-100314 | 02 Mar 2026 | Incident | Scan to email failing Printing · BK · Branch | P3 | Resolved | 9.00 hr | 2.3 days | Missed |
| LOV591-100313 | 27 Feb 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P3 | Closed | 120.00 hr | 1.6 days | Missed |
| LOV591-100312 | 26 Feb 2026 | Quote · excluded | Spoofed email reported Email · TAG · Remote | P2 | Closed | — | — | n/a |
| LOV591-100311 | 25 Feb 2026 | Quote · excluded | Toner replacement Printing · TAG · Remote | P4 | Closed | — | — | n/a |
| LOV591-100310 | 24 Feb 2026 | Incident | New extension setup Telephony · ML · Remote | P4 | Resolved | 3.86 hr | 1.7 days | Met |
| LOV591-100309 | 23 Feb 2026 | Service Request | Toner replacement Printing · SE · Remote | P4 | Closed | 0.42 hr | 1.4 days | Met |
| LOV591-100308 | 20 Feb 2026 | Project · excluded | Screen flickering Hardware · KB · Remote | P2 | Closed | — | — | n/a |
| LOV591-100307 | 17 Feb 2026 | Quote · excluded | Spoofed email reported Email · AB · Branch | P3 | Resolved | — | — | n/a |
| LOV591-100306 | 12 Feb 2026 | Planned Install · excluded | Name change request User admin · TAG · Head Office | P4 | Resolved | — | — | n/a |
| LOV591-100305 | 11 Feb 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.55 hr | 2.1 days | Met |
| LOV591-100304 | 09 Feb 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 8.76 hr | 1.3 days | Missed |
| LOV591-100303 | 06 Feb 2026 | Incident | Call quality issue Telephony · ML · Head Office | P2 | Resolved | 4.98 hr | 1.8 days | Met |
| LOV591-100302 | 05 Feb 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | 0.81 hr | 3.0 hr | Met |
| LOV591-100301 | 04 Feb 2026 | Planned Install · excluded | Spoofed email reported Email · KB · Head Office | P4 | Resolved | — | — | n/a |
| LOV591-100300 | 03 Feb 2026 | Service Request | Phishing report triage Security · AB · Remote | P3 | Resolved | 0.71 hr | 1.5 days | Met |
| LOV591-100299 | 01 Feb 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Resolved | 1.45 hr | 2.4 days | Met |
| LOV591-100298 | 30 Jan 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Remote | P1 | Closed | — | — | n/a |
| LOV591-100297 | 29 Jan 2026 | Service Request | Leaver process User admin · AB · Site 2 | P3 | Resolved | 0.10 hr | 2.1 days | Met |
| LOV591-100296 | 28 Jan 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Closed | 0.48 hr | 1.5 days | Met |
| LOV591-100295 | 27 Jan 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 2.94 hr | 8.3 hr | Met |
| LOV591-100294 | 23 Jan 2026 | Service Request | New extension setup Telephony · SE · Head Office | P3 | Resolved | 4.91 hr | 1.3 days | Met |
| LOV591-100293 | 22 Jan 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Resolved | 27.54 hr | 1.3 days | Missed |
| LOV591-100292 | 16 Jan 2026 | Service Request | Retention change Backup · BK · Branch | P4 | Closed | 0.08 hr | 2.2 days | Met |
| LOV591-100291 | 15 Jan 2026 | Service Request | Restore request Backup · AB · Branch | P3 | Closed | 3.84 hr | 1.5 days | Met |
| LOV591-100290 | 14 Jan 2026 | Quote · excluded | Backup capacity review Backup · TAG · Head Office | P4 | Closed | — | — | n/a |
| LOV591-100289 | 13 Jan 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Resolved | 0.12 hr | 1.6 days | Met |
| LOV591-100288 | 12 Jan 2026 | Planned Install · excluded | Mailbox delegation Email · AB · Branch | P3 | Resolved | — | — | n/a |
| LOV591-100287 | 07 Jan 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 0.20 hr | 0.8 hr | Met |
| LOV591-100286 | 06 Jan 2026 | Incident | Backup capacity review Backup · ML · Head Office | P4 | Closed | 2.92 hr | 1.3 days | Met |
| LOV591-100285 | 05 Jan 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Closed | 1.47 hr | 1.4 days | Met |
| LOV591-100284 | 02 Jan 2026 | Service Request | Phishing report triage Security · ML · Remote | P3 | Closed | 1.27 hr | 23.4 hr | Met |
| LOV591-100283 | 01 Jan 2026 | Incident | Slow VPN Network · KB · Head Office | P2 | Closed | 0.53 hr | 2.2 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.