SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 20 records in this selection sit outside that — quotes, projects and planned installs, plus 8 calls billed time and materials. They stay visible for volume context.
Service performance
45 eligible records in this yearAverage first response
6.5 hr
Target 8 hours from logged to responded
Average resolution
23.2 hr
Open records excluded from the average
SLA achievement
90.7%
4 call(s) over the 8-hour target
First-time fix
77.8%
Where the source records the field
Volume
Contract calls
45
65 calls logged in the period
Off contract
8
£2,894.25 chargeable
Open / closed
1 / 64
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
45
records
- User admin9
- Hardware6
- Security6
- Printing6
- Line of business app5
- Backup4
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 45 | 6.46 hr | 90.7% | 4 | 20 |
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 | 7 | 2.80 hr | 83% | 1 |
| Stacey Thomas | 7 | 2.23 hr | 100% | 0 |
| Anne-Marie Cable | 5 | 3.06 hr | 100% | 0 |
| Kelly Gregory | 5 | 10.75 hr | 80% | 1 |
| Daniel Blacker | 5 | 2.53 hr | 100% | 0 |
| Rachael Parkin | 5 | 22.65 hr | 80% | 1 |
| Barry Ebbs | 3 | 2.49 hr | 100% | 0 |
| Damian Armstrong | 3 | 0.98 hr | 100% | 0 |
| Aiden Higgins | 2 | 0.81 hr | 100% | 0 |
| (Not recorded) | 1 | 0.43 hr | 100% | 0 |
| Chloe Dempsey | 1 | 1.37 hr | 100% | 0 |
| Julie Herbert | 1 | 39.69 hr | 0% | 1 |
4 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 100.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301329 | Rachael Parkin | HP ProBook 450 G6 | 2026-04-13 09:21 | 108.32 hr | +100.3 | ML | Name change request |
| 301315 | Kelly Gregory | Aruba AP-515 | 2026-02-05 16:32 | 47.56 hr | +39.6 | TAG | Laptop will not boot |
| 301360 | Julie Herbert | Dell Latitude 5440 | 2026-08-06 10:35 | 39.69 hr | +31.7 | KB | New printer driver rollout |
| 301339 | Karen Taylor | Netgear GS724T | 2026-06-02 17:35 | 10.97 hr | +3.0 | ML | Backup capacity review |
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
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | User administration | 4 | 13 Apr 2026 – 03 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
65 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| LYN006-100212 | 24 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Resolved | 5.82 hr | 1.2 days | Met |
| LYN006-100211 | 23 Aug 2026 | Incident · excluded | Switch port fault Network · AB · Branch | P2 | Closed | — | — | n/a |
| LYN006-100210 | 19 Aug 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P1 | Resolved | — | — | n/a |
| LYN006-100209 | 18 Aug 2026 | Quote · excluded | Switch port fault Network · ML · Branch | P1 | Open | — | — | n/a |
| LYN006-100208 | 14 Aug 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 1.35 hr | 7.7 hr | Met |
| LYN006-100207 | 06 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | 39.69 hr | 19.7 hr | Missed |
| LYN006-100206 | 03 Aug 2026 | Service Request | Leaver process User admin · AB · Head Office | P4 | Resolved | — | — | n/a |
| LYN006-100205 | 01 Aug 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Resolved | 1.16 hr | 23.5 hr | Met |
| LYN006-100204 | 28 Jul 2026 | Incident | Voicemail not delivering Telephony · ML · Remote | P3 | Resolved | 0.79 hr | 2.4 days | Met |
| LYN006-100203 | 17 Jul 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | 5.89 hr | 1.5 days | Met |
| LYN006-100202 | 13 Jul 2026 | Service Request · excluded | Name change request User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| LYN006-100201 | 10 Jul 2026 | Service Request | New starter setup User admin · AB · Remote | P3 | Closed | 0.24 hr | 18.1 hr | Met |
| LYN006-100200 | 09 Jul 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P2 | Resolved | 2.90 hr | 10.3 hr | Met |
| LYN006-100199 | 07 Jul 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P2 | Closed | 1.25 hr | 4.5 hr | Met |
| LYN006-100198 | 06 Jul 2026 | Service Request | Report not generating Line of business app · BK · Remote | P3 | Closed | 3.77 hr | 21.9 hr | Met |
| LYN006-100197 | 04 Jul 2026 | Service Request | Distribution list change Email · BK · Branch | P3 | Resolved | 0.14 hr | 22.6 hr | Met |
| LYN006-100196 | 26 Jun 2026 | Incident | Toner replacement Printing · SE · Branch | P3 | Closed | 0.69 hr | 1.8 hr | Met |
| LYN006-100195 | 25 Jun 2026 | Incident | Toner replacement Printing · BK · Site 2 | P2 | Resolved | 1.17 hr | 12.2 hr | Met |
| LYN006-100194 | 24 Jun 2026 | Service Request | New starter setup User admin · ML · Head Office | P2 | Resolved | 3.13 hr | 21.0 hr | Met |
| LYN006-100193 | 22 Jun 2026 | Incident | Restore request Backup · SE · Head Office | P4 | Closed | 1.41 hr | 4.2 hr | Met |
| LYN006-100192 | 19 Jun 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P2 | Closed | 7.84 hr | 1.2 days | Met |
| LYN006-100191 | 17 Jun 2026 | Service Request · excluded | Laptop will not boot Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| LYN006-100190 | 15 Jun 2026 | Quote · excluded | Screen flickering Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| LYN006-100189 | 12 Jun 2026 | Change | Name change request User admin · AB · Head Office | P1 | Resolved | 0.88 hr | 8.2 hr | Met |
| LYN006-100188 | 11 Jun 2026 | Incident | Name change request User admin · AB · Remote | P4 | Closed | 0.88 hr | 4.7 hr | Met |
| LYN006-100187 | 10 Jun 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P4 | Closed | 0.25 hr | 1.6 days | Met |
| LYN006-100186 | 02 Jun 2026 | Incident | Backup capacity review Backup · ML · Branch | P2 | Resolved | 10.97 hr | 5.8 hr | Missed |
| LYN006-100185 | 01 Jun 2026 | Quote · excluded | New printer driver rollout Printing · AB · Remote | P3 | Closed | — | — | n/a |
| LYN006-100184 | 29 May 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P2 | Closed | 1.17 hr | 15.0 hr | Met |
| LYN006-100183 | 18 May 2026 | Incident | Scan to email failing Printing · AB · Site 2 | P2 | Resolved | 0.58 hr | 1.8 days | Met |
| LYN006-100182 | 10 May 2026 | Service Request | New starter setup User admin · KB · Head Office | P2 | Closed | 0.62 hr | 2.0 days | Met |
| LYN006-100181 | 08 May 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | — | — | n/a |
| LYN006-100180 | 30 Apr 2026 | Planned Install · excluded | Leaver process User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| LYN006-100179 | 29 Apr 2026 | Incident | Leaver process User admin · TAG · Remote | P3 | Closed | 0.36 hr | 22.2 hr | Met |
| LYN006-100178 | 24 Apr 2026 | Project · excluded | Backup job failed Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| LYN006-100177 | 17 Apr 2026 | Incident · excluded | Site offline Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| LYN006-100176 | 13 Apr 2026 | Service Request | Name change request User admin · ML · Head Office | P3 | Closed | 108.32 hr | 7.6 hr | Missed |
| LYN006-100175 | 02 Apr 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · ML · Branch | P4 | Closed | — | — | n/a |
| LYN006-100174 | 30 Mar 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P4 | Closed | 0.79 hr | 1.0 days | Met |
| LYN006-100173 | 27 Mar 2026 | Incident | Backup job failed Backup · TAG · Head Office | P2 | Closed | 7.63 hr | 12.7 hr | Met |
| LYN006-100172 | 25 Mar 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | 2.78 hr | 1.2 days | Met |
| LYN006-100171 | 18 Mar 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Closed | 1.16 hr | 15.4 hr | Met |
| LYN006-100170 | 11 Mar 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Head Office | P4 | Closed | — | — | n/a |
| LYN006-100169 | 09 Mar 2026 | Incident · excluded | Switch port fault Network · SE · Head Office | P4 | Closed | — | — | n/a |
| LYN006-100168 | 04 Mar 2026 | Service Request | Scan to email failing Printing · AB · Branch | P3 | Closed | 0.48 hr | 20.6 hr | Met |
| LYN006-100167 | 26 Feb 2026 | Incident | Screen flickering Hardware · BK · Remote | P3 | Closed | 1.12 hr | 1.9 days | Met |
| LYN006-100166 | 23 Feb 2026 | Planned Install · excluded | Scan to email failing Printing · SE · Head Office | P2 | Closed | — | — | n/a |
| LYN006-100165 | 19 Feb 2026 | Project · excluded | Endpoint alert investigation Security · SE · Remote | P3 | Resolved | — | — | n/a |
| LYN006-100164 | 12 Feb 2026 | Incident | Screen flickering Hardware · KB · Site 2 | P2 | Resolved | 1.37 hr | 2.0 days | Met |
| LYN006-100163 | 09 Feb 2026 | Change | Slow VPN Network · SE · Branch | P1 | Closed | 3.27 hr | 1.1 hr | Met |
| LYN006-100162 | 05 Feb 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 47.56 hr | 2.0 days | Missed |
| LYN006-100161 | 04 Feb 2026 | Service Request | Endpoint alert investigation Security · TAG · Branch | P3 | Closed | 0.41 hr | 15.6 hr | Met |
| LYN006-100160 | 03 Feb 2026 | Incident | Suspicious sign-in review Security · TAG · Remote | P3 | Closed | 0.43 hr | 1.2 days | Met |
| LYN006-100159 | 30 Jan 2026 | Project · excluded | Docking station not detected Hardware · TAG · Remote | P4 | Closed | — | — | n/a |
| LYN006-100158 | 28 Jan 2026 | Quote · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| LYN006-100157 | 23 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Remote | P3 | Closed | 4.06 hr | 14.6 hr | Met |
| LYN006-100156 | 22 Jan 2026 | Service Request | Backup capacity review Backup · ML · Branch | P4 | Resolved | 0.71 hr | 1.9 days | Met |
| LYN006-100155 | 15 Jan 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 0.89 hr | 1.2 days | Met |
| LYN006-100154 | 14 Jan 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Resolved | 1.38 hr | 2.2 days | Met |
| LYN006-100153 | 13 Jan 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · AB · Site 2 | P3 | Resolved | — | — | n/a |
| LYN006-100152 | 09 Jan 2026 | Incident | Mailbox delegation Email · AB · Head Office | P3 | Closed | 1.40 hr | 9.8 hr | Met |
| LYN006-100151 | 07 Jan 2026 | Service Request | MFA reset Security · KB · Head Office | P4 | Closed | 0.48 hr | 1.7 days | Met |
| LYN006-100150 | 05 Jan 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | — | — | n/a |
| LYN006-100149 | 02 Jan 2026 | Incident · excluded | Switch port fault Network · TAG · Remote | P4 | Closed | — | — | n/a |
| LYN006-100148 | 01 Jan 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P2 | Closed | 0.62 hr | 1.5 hr | 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.