Skip to content
DCS
PR

Loversall Textiles Ltd

LOV719OnboardingManaged contract

loversalltextiles.co.uk · Manufacturing · Account manager Priya Raman · Loversall Holdings (site of 6)

Microsoft 365Partial3 weeks agoSupport & assets (SQL)Healthy12 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. 8 records in this selection sit outside that — quotes, projects and planned installs, plus 2 calls billed time and materials. They stay visible for volume context.

Service performance

14 eligible records in this year
Average first response
2.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
84.6%
2 call(s) over the 8-hour target
First-time fix
69.2%
Where the source records the field

Volume

Contract calls
14
22 calls logged in the period
Off contract
2
£1,521 chargeable
Open / closed
1 / 21
Across the selected period
Data-quality gaps
1
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

14
records
  • Line of business app3
  • Telephony2
  • Hardware2
  • Backup2
  • Security2
  • Network1

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026142.70 hr84.6%28

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
(Not recorded)37.98 hr33%2
Karen Taylor32.27 hr100%0
Stacey Thomas20.30 hr100%0
Anne-Marie Cable20.81 hr100%0
Kelly Gregory11.19 hr100%0
Barry Ebbs10.27 hr100%0
Rachael Parkin10.63 hr100%0
Damian Armstrong10.89 hr100%0

2 contract calls missed the 8-hour target

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

Longest 2.4 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
300944(Not recorded)Apple MacBook Air M22026-04-10 16:3110.37 hr+2.4KBRetention change
300933(Not recorded)Draytek Vigor 29272026-01-05 14:259.46 hr+1.5ABSlow VPN

Recurring issues by call logger

Repeat patterns worth fixing at source

No repeat pattern in this period.

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
LOV719-10006124 Aug 2026IncidentRetention change
Backup · BK · Head Office
P3Open——n/a
LOV719-10006007 Aug 2026ChangeLeaver process
User admin · BK · Head Office
P3Closed3.23 hr2.5 daysMet
LOV719-10005924 Jun 2026Incident · excludedNew starter setup
User admin · ML · Head Office
P4Closed——n/a
LOV719-10005818 Jun 2026IncidentSuspicious sign-in review
Security · TAG · Site 2
P3Closed0.89 hr1.1 daysMet
LOV719-10005704 Jun 2026Quote · excludedPhishing report triage
Security · BK · Head Office
P4Closed——n/a
LOV719-10005628 May 2026IncidentReport not generating
Line of business app · KB · Head Office
P4Closed2.56 hr2.0 daysMet
LOV719-10005520 May 2026Service RequestReplacement keyboard
Hardware · SE · Branch
P3Closed0.63 hr2.3 hrMet
LOV719-10005408 May 2026Incident · excludedReport not generating
Line of business app · KB · Remote
P3Closed——n/a
LOV719-10005321 Apr 2026IncidentEndpoint alert investigation
Security · KB · Head Office
P1Closed1.02 hr11.5 hrMet
LOV719-10005210 Apr 2026ChangeRetention change
Backup · KB · Head Office
P4Closed10.37 hr1.6 daysMissed
LOV719-10005107 Apr 2026IncidentLicence renewal
Line of business app · TAG · Head Office
P2Closed0.27 hr2.2 daysMet
LOV719-10005007 Mar 2026Project · excludedRestore request
Backup · BK · Head Office
P2Closed——n/a
LOV719-10004904 Mar 2026Service RequestScan to email failing
Printing · TAG · Branch
P2Closed0.14 hr2.4 hrMet
LOV719-10004826 Feb 2026Quote · excludedOneDrive sync conflict
Microsoft 365 · KB · Remote
P4Resolved——n/a
LOV719-10004710 Feb 2026Planned Install · excludedNew starter setup
User admin · SE · Head Office
P3Resolved——n/a
LOV719-10004602 Feb 2026Project · excludedDatabase timeout
Line of business app · SE · Head Office
P3Resolved——n/a
LOV719-10004523 Jan 2026IncidentApplication crash on launch
Line of business app · KB · Head Office
P1Closed0.81 hr14.9 hrMet
LOV719-10004419 Jan 2026IncidentHandset registration
Telephony · AB · Head Office
P4Closed4.12 hr17.8 hrMet
LOV719-10004315 Jan 2026IncidentReplacement keyboard
Hardware · AB · Head Office
P3Resolved0.45 hr17.4 hrMet
LOV719-10004213 Jan 2026Project · excludedSwitch port fault
Network · AB · Head Office
P3Closed——n/a
LOV719-10004105 Jan 2026Service RequestSlow VPN
Network · AB · Head Office
P4Resolved9.46 hr1.4 daysMissed
LOV719-10004002 Jan 2026Service RequestVoicemail not delivering
Telephony · KB · Head Office
P4Resolved1.19 hr1.9 daysMet
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.