SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 58 records in this selection sit outside that — quotes, projects and planned installs, plus 30 calls billed time and materials. They stay visible for volume context.
Service performance
185 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
90.4%
17 call(s) over the 8-hour target
First-time fix
67.0%
Where the source records the field
Volume
Contract calls
185
243 calls logged in the period
Off contract
30
£7,395 chargeable
Open / closed
9 / 234
Across the selected period
Data-quality gaps
8
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
185
records
- User admin23
- Microsoft 36522
- Line of business app22
- Telephony20
- Hardware18
- Network18
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 185 | 4.10 hr | 90.4% | 17 | 58 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Kelly Gregory | 27 | 3.28 hr | 88% | 3 |
| Anne-Marie Cable | 26 | 3.15 hr | 96% | 1 |
| Karen Taylor | 21 | 1.48 hr | 100% | 0 |
| Stacey Thomas | 21 | 5.92 hr | 75% | 5 |
| (Not recorded) | 15 | 2.70 hr | 93% | 1 |
| Damian Armstrong | 13 | 15.82 hr | 75% | 3 |
| Barry Ebbs | 12 | 1.52 hr | 100% | 0 |
| Chloe Dempsey | 10 | 3.08 hr | 90% | 1 |
| Phil Jenkins | 10 | 3.07 hr | 90% | 1 |
| Julie Herbert | 9 | 4.10 hr | 89% | 1 |
| Daniel Blacker | 8 | 0.57 hr | 100% | 0 |
| Rachael Parkin | 8 | 8.83 hr | 83% | 1 |
17 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 |
|---|---|---|---|---|---|---|---|
| 301277 | Damian Armstrong | Dell OptiPlex 7010 | 2026-08-03 10:41 | 120.05 hr | +112.0 | BK | Toner replacement |
| 301269 | Rachael Parkin | Apple MacBook Pro 14 | 2026-07-27 14:04 | 42.61 hr | +34.6 | SE | Screen flickering |
| 301281 | Damian Armstrong | Dell OptiPlex 3050 | 2026-08-05 12:16 | 41.77 hr | +33.8 | KB | New extension setup |
| 301167 | Stacey Thomas | Samsung Galaxy A54 | 2026-04-17 10:01 | 40.87 hr | +32.9 | AB | Phishing report triage |
| 301198 | Anne-Marie Cable | Dell Latitude 7420 | 2026-05-19 17:36 | 38.11 hr | +30.1 | BK | Report not generating |
| 301160 | Kelly Gregory | Samsung Galaxy S23 | 2026-04-13 16:36 | 34.86 hr | +26.9 | BK | Docking station not detected |
| 301164 | Stacey Thomas | Dell Latitude E7470 | 2026-04-16 12:12 | 29.48 hr | +21.5 | AB | Docking station not detected |
| 301131 | Julie Herbert | Apple iPhone 12 | 2026-03-16 10:44 | 21.70 hr | +13.7 | ML | Message quarantined |
| 301222 | Phil Jenkins | HP ProDesk 400 G7 | 2026-06-05 10:58 | 20.16 hr | +12.2 | AB | Scan to email failing |
| 301097 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-02-07 16:47 | 12.35 hr | +4.3 | ML | Scan to email failing |
| 301128 | Chloe Dempsey | Samsung Galaxy S23 | 2026-03-11 08:26 | 11.35 hr | +3.4 | KB | Spoofed email reported |
| 301266 | Damian Armstrong | Lenovo ThinkCentre M70q | 2026-07-26 16:27 | 11.09 hr | +3.1 | AB | Suspicious sign-in review |
| 301255 | Stacey Thomas | Samsung Galaxy A54 | 2026-07-09 16:34 | 10.79 hr | +2.8 | KB | Application crash on launch |
| 301261 | Stacey Thomas | HP ProBook 450 G6 | 2026-07-15 14:58 | 10.68 hr | +2.7 | ML | Retention change |
| 301213 | (Not recorded) | Dell Latitude E7470 | 2026-05-29 13:18 | 9.29 hr | +1.3 | KB | Printer offline |
| 301203 | Kelly Gregory | Samsung Galaxy S23 | 2026-05-22 15:34 | 8.52 hr | +0.5 | BK | Teams sign-in loop |
| 301184 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-05-06 08:15 | 8.28 hr | +0.3 | ML | New printer driver rollout |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Monitoring / server / security | 8 | 08 Jan 2026 – 03 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 6 | 07 Jan 2026 – 03 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 6 | 14 Jan 2026 – 23 Jul 2026 |
| Karen Taylor | Backup / restore | 5 | 15 Jan 2026 – 11 Jun 2026 |
| Phil Jenkins | Email / Microsoft 365 | 5 | 19 Jan 2026 – 12 Aug 2026 |
| Damian Armstrong | Telephony | 5 | 26 Jan 2026 – 05 Aug 2026 |
| Kelly Gregory | Printing | 5 | 24 Feb 2026 – 28 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 5 | 10 Mar 2026 – 27 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Samsung Galaxy A54 | Monitoring / server / security | 6 | 12 Mar 2026 – 21 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 5 | 09 Jan 2026 – 23 Jul 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 5 | 06 Feb 2026 – 05 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 5 | 12 Feb 2026 – 10 Jul 2026 |
| Samsung Galaxy A54 | Telephony | 4 | 09 Jan 2026 – 27 May 2026 |
| Samsung Galaxy A54 | Hardware | 4 | 18 Jan 2026 – 11 Aug 2026 |
| HP ProBook 450 G6 | User administration | 4 | 20 Jan 2026 – 28 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 4 | 25 Feb 2026 – 23 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
243 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MAR038-100701 | 24 Aug 2026 | Incident | MFA reset Security · BK · Branch | P2 | Closed | 0.79 hr | 1.9 days | Met |
| MAR038-100700 | 24 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Open | — | — | n/a |
| MAR038-100699 | 21 Aug 2026 | Incident | Report not generating Line of business app · KB · Branch | P3 | Closed | 2.64 hr | 1.4 days | Met |
| MAR038-100698 | 21 Aug 2026 | Incident | Endpoint alert investigation Security · KB · Remote | P3 | In Progress | — | — | n/a |
| MAR038-100697 | 20 Aug 2026 | Service Request | Restore request Backup · TAG · Head Office | P4 | In Progress | — | — | n/a |
| MAR038-100696 | 19 Aug 2026 | Service Request | Switch port fault Network · TAG · Branch | P3 | Closed | 1.07 hr | 1.9 days | Met |
| MAR038-100695 | 18 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Head Office | P3 | In Progress | — | — | n/a |
| MAR038-100694 | 17 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P2 | In Progress | — | — | n/a |
| MAR038-100693 | 14 Aug 2026 | Incident | Handset registration Telephony · ML · Remote | P3 | Closed | 1.29 hr | 1.9 days | Met |
| MAR038-100692 | 13 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Head Office | P4 | In Progress | — | — | n/a |
| MAR038-100691 | 12 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P3 | Closed | 6.12 hr | 18.8 hr | Met |
| MAR038-100690 | 12 Aug 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P3 | Open | — | — | n/a |
| MAR038-100689 | 11 Aug 2026 | Service Request | Laptop will not boot Hardware · KB · Branch | P2 | Closed | 0.73 hr | 1.4 days | Met |
| MAR038-100688 | 10 Aug 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 0.93 hr | 1.3 days | Met |
| MAR038-100687 | 07 Aug 2026 | Service Request | Retention change Backup · KB · Site 2 | P4 | Resolved | 0.45 hr | 2.1 days | Met |
| MAR038-100686 | 07 Aug 2026 | Incident | Toner replacement Printing · AB · Head Office | P3 | Closed | 0.59 hr | 1.4 days | Met |
| MAR038-100685 | 06 Aug 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P2 | Closed | 0.93 hr | 2.1 days | Met |
| MAR038-100684 | 05 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 0.59 hr | 10.6 hr | Met |
| MAR038-100683 | 05 Aug 2026 | Service Request | New extension setup Telephony · KB · Branch | P4 | Closed | 41.77 hr | 2.1 days | Missed |
| MAR038-100682 | 04 Aug 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Closed | 0.05 hr | 1.7 days | Met |
| MAR038-100681 | 04 Aug 2026 | Change | Name change request User admin · SE · Site 2 | P4 | Resolved | 0.72 hr | 1.7 days | Met |
| MAR038-100680 | 03 Aug 2026 | Incident | Switch port fault Network · AB · Branch | P4 | Closed | 1.27 hr | 1.7 days | Met |
| MAR038-100679 | 03 Aug 2026 | Service Request | Toner replacement Printing · BK · Branch | P3 | Closed | 120.05 hr | 1.2 days | Missed |
| MAR038-100678 | 01 Aug 2026 | Planned Install · excluded | MFA reset Security · ML · Branch | P3 | Open | — | — | n/a |
| MAR038-100677 | 01 Aug 2026 | Quote · excluded | Spoofed email reported Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100676 | 31 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Closed | 0.52 hr | 2.4 days | Met |
| MAR038-100675 | 30 Jul 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P3 | Closed | 0.84 hr | 1.5 days | Met |
| MAR038-100674 | 29 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 0.21 hr | 2.4 days | Met |
| MAR038-100673 | 28 Jul 2026 | Incident | New printer driver rollout Printing · SE · Branch | P3 | Resolved | 0.71 hr | 1.1 days | Met |
| MAR038-100672 | 28 Jul 2026 | Service Request | Permission change User admin · AB · Site 2 | P2 | Closed | 1.15 hr | 8.1 hr | Met |
| MAR038-100671 | 27 Jul 2026 | Incident | Screen flickering Hardware · SE · Head Office | P4 | Closed | 42.61 hr | 14.7 hr | Missed |
| MAR038-100670 | 27 Jul 2026 | Service Request | Switch port fault Network · AB · Head Office | P3 | Closed | 0.32 hr | 1.1 days | Met |
| MAR038-100669 | 26 Jul 2026 | Change | Application crash on launch Line of business app · SE · Head Office | P2 | Closed | 4.97 hr | 2.3 days | Met |
| MAR038-100668 | 26 Jul 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Resolved | 11.09 hr | 2.0 days | Missed |
| MAR038-100667 | 23 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.36 hr | 1.3 hr | Met |
| MAR038-100666 | 21 Jul 2026 | Service Request · excluded | Call quality issue Telephony · KB · Remote | P3 | Closed | — | — | n/a |
| MAR038-100665 | 17 Jul 2026 | Quote · excluded | MFA reset Security · AB · Branch | P3 | Open | — | — | n/a |
| MAR038-100664 | 16 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 1.16 hr | 2.4 days | Met |
| MAR038-100663 | 15 Jul 2026 | Incident | Retention change Backup · ML · Remote | P2 | Resolved | 10.68 hr | 13.3 hr | Missed |
| MAR038-100662 | 14 Jul 2026 | Change | Restore request Backup · KB · Head Office | P2 | Closed | 0.85 hr | 2.0 days | Met |
| MAR038-100661 | 13 Jul 2026 | Service Request · excluded | Slow VPN Network · ML · Head Office | P3 | Resolved | — | — | n/a |
| MAR038-100660 | 13 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 0.52 hr | 1.4 days | Met |
| MAR038-100659 | 10 Jul 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | 0.51 hr | 1.9 days | Met |
| MAR038-100658 | 09 Jul 2026 | Quote · excluded | Handset registration Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100657 | 09 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Resolved | 10.79 hr | 2.5 hr | Missed |
| MAR038-100656 | 08 Jul 2026 | Incident · excluded | Docking station not detected Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100655 | 08 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Resolved | 2.04 hr | 22.0 hr | Met |
| MAR038-100654 | 07 Jul 2026 | Incident | Handset registration Telephony · AB · Head Office | P4 | Closed | 1.36 hr | 14.8 hr | Met |
| MAR038-100653 | 07 Jul 2026 | Service Request | Backup job failed Backup · BK · Head Office | P1 | Closed | 1.25 hr | 12.3 hr | Met |
| MAR038-100652 | 06 Jul 2026 | Incident | Endpoint alert investigation Security · AB · Site 2 | P3 | Closed | 3.47 hr | 23.9 hr | Met |
| MAR038-100651 | 06 Jul 2026 | Incident · excluded | Leaver process User admin · TAG · Head Office | P1 | Closed | — | — | n/a |
| MAR038-100650 | 03 Jul 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P4 | Closed | 0.92 hr | 2.8 hr | Met |
| MAR038-100649 | 02 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 3.08 hr | 2.4 days | Met |
| MAR038-100648 | 01 Jul 2026 | Incident | Leaver process User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| MAR038-100647 | 01 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 0.38 hr | 23.0 hr | Met |
| MAR038-100646 | 30 Jun 2026 | Service Request | Laptop will not boot Hardware · SE · Branch | P3 | Closed | 0.93 hr | 2.0 days | Met |
| MAR038-100645 | 29 Jun 2026 | Incident | Mailbox delegation Email · BK · Remote | P3 | Closed | 1.13 hr | 1.0 days | Met |
| MAR038-100644 | 29 Jun 2026 | Service Request | Backup capacity review Backup · ML · Branch | P3 | Resolved | 3.63 hr | 1.2 days | Met |
| MAR038-100643 | 26 Jun 2026 | Incident | Report not generating Line of business app · TAG · Branch | P3 | Closed | 0.95 hr | 1.3 days | Met |
| MAR038-100642 | 26 Jun 2026 | Quote · excluded | Backup capacity review Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100641 | 25 Jun 2026 | Service Request | New starter setup User admin · ML · Head Office | P4 | Resolved | 1.19 hr | 2.2 days | Met |
| MAR038-100640 | 23 Jun 2026 | Incident | Slow VPN Network · BK · Branch | P2 | Resolved | 5.35 hr | 7.3 hr | Met |
| MAR038-100639 | 22 Jun 2026 | Incident | New printer driver rollout Printing · AB · Branch | P3 | Resolved | 1.39 hr | 1.2 days | Met |
| MAR038-100638 | 22 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | Resolved | 1.07 hr | 8.1 hr | Met |
| MAR038-100637 | 19 Jun 2026 | Quote · excluded | Toner replacement Printing · SE · Remote | P3 | Closed | — | — | n/a |
| MAR038-100636 | 17 Jun 2026 | Incident | Toner replacement Printing · AB · Head Office | P2 | Closed | 5.31 hr | 1.9 days | Met |
| MAR038-100635 | 17 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Resolved | 1.45 hr | 2.0 days | Met |
| MAR038-100634 | 16 Jun 2026 | Service Request | Database timeout Line of business app · KB · Branch | P3 | Closed | 3.02 hr | 2.3 days | Met |
| MAR038-100633 | 15 Jun 2026 | Service Request · excluded | Licence renewal Line of business app · BK · Remote | P1 | Resolved | — | — | n/a |
| MAR038-100632 | 12 Jun 2026 | Incident | Screen flickering Hardware · BK · Remote | P4 | Resolved | 0.53 hr | 10.9 hr | Met |
| MAR038-100631 | 12 Jun 2026 | Project · excluded | Switch port fault Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| MAR038-100630 | 11 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Resolved | 0.68 hr | 9.6 hr | Met |
| MAR038-100629 | 11 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Closed | 1.06 hr | 1.7 days | Met |
| MAR038-100628 | 10 Jun 2026 | Service Request | Handset registration Telephony · SE · Head Office | P3 | Resolved | 1.29 hr | 20.9 hr | Met |
| MAR038-100627 | 09 Jun 2026 | Service Request · excluded | Slow VPN Network · BK · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100626 | 08 Jun 2026 | Quote · excluded | Name change request User admin · TAG · Head Office | P4 | Closed | — | — | n/a |
| MAR038-100625 | 08 Jun 2026 | Incident | Printer offline Printing · TAG · Branch | P1 | Resolved | 5.27 hr | 3.0 hr | Met |
| MAR038-100624 | 05 Jun 2026 | Change | Scan to email failing Printing · AB · Remote | P1 | Resolved | 20.16 hr | 15.5 hr | Missed |
| MAR038-100623 | 04 Jun 2026 | Change · excluded | MFA reset Security · TAG · Site 2 | P2 | Closed | — | — | n/a |
| MAR038-100622 | 04 Jun 2026 | Service Request | Replacement keyboard Hardware · KB · Remote | P4 | Resolved | 0.09 hr | 17.7 hr | Met |
| MAR038-100621 | 03 Jun 2026 | Service Request | Name change request User admin · KB · Remote | P2 | Closed | 3.05 hr | 9.5 hr | Met |
| MAR038-100620 | 03 Jun 2026 | Service Request | Database timeout Line of business app · TAG · Remote | P3 | Closed | 0.34 hr | 1.8 days | Met |
| MAR038-100619 | 02 Jun 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | 1.02 hr | 1.0 days | Met |
| MAR038-100618 | 02 Jun 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Closed | — | — | n/a |
| MAR038-100617 | 01 Jun 2026 | Service Request | Distribution list change Email · BK · Branch | P3 | Closed | 0.60 hr | 6.6 hr | Met |
| MAR038-100616 | 01 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P4 | Resolved | 0.11 hr | 17.4 hr | Met |
| MAR038-100615 | 29 May 2026 | Change | Printer offline Printing · KB · Head Office | P3 | Closed | 9.29 hr | 9.9 hr | Missed |
| MAR038-100614 | 29 May 2026 | Incident | New starter setup User admin · TAG · Head Office | P4 | Closed | 1.09 hr | 1.5 days | Met |
| MAR038-100613 | 28 May 2026 | Service Request · excluded | Suspicious sign-in review Security · TAG · Remote | P3 | Closed | — | — | n/a |
| MAR038-100612 | 28 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Branch | P3 | Resolved | 1.37 hr | 13.4 hr | Met |
| MAR038-100611 | 27 May 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 1.02 hr | 22.8 hr | Met |
| MAR038-100610 | 27 May 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Resolved | 0.54 hr | 23.8 hr | Met |
| MAR038-100609 | 26 May 2026 | Service Request | Site offline Network · KB · Head Office | P4 | Closed | 0.85 hr | 2.0 days | Met |
| MAR038-100608 | 26 May 2026 | Incident · excluded | Database timeout Line of business app · BK · Branch | P4 | Resolved | — | — | n/a |
| MAR038-100607 | 25 May 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P1 | Resolved | 0.32 hr | 1.2 hr | Met |
| MAR038-100606 | 22 May 2026 | Incident · excluded | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | — | — | n/a |
| MAR038-100605 | 22 May 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Closed | 8.52 hr | 9.0 hr | Missed |
| MAR038-100604 | 21 May 2026 | Incident | Spoofed email reported Email · BK · Site 2 | P2 | Closed | 3.94 hr | 1.1 days | Met |
| MAR038-100603 | 21 May 2026 | Incident | Phishing report triage Security · SE · Head Office | P3 | Resolved | 0.31 hr | 1.1 days | Met |
| MAR038-100602 | 20 May 2026 | Project · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100601 | 20 May 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P2 | Closed | 0.81 hr | 1.3 days | Met |
| MAR038-100600 | 19 May 2026 | Change | Report not generating Line of business app · BK · Branch | P3 | Resolved | 38.11 hr | 6.0 hr | Missed |
| MAR038-100599 | 18 May 2026 | Service Request | New starter setup User admin · AB · Head Office | P4 | Closed | 0.55 hr | 2.3 days | Met |
| MAR038-100598 | 15 May 2026 | Incident | MFA reset Security · ML · Branch | P3 | Resolved | 0.92 hr | 1.1 days | Met |
| MAR038-100597 | 15 May 2026 | Planned Install · excluded | Printer offline Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100596 | 14 May 2026 | Incident · excluded | Application crash on launch Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| MAR038-100595 | 13 May 2026 | Service Request | New starter setup User admin · KB · Branch | P2 | Resolved | 2.59 hr | 1.8 days | Met |
| MAR038-100594 | 13 May 2026 | Incident | Mailbox delegation Email · BK · Head Office | P3 | Closed | 0.52 hr | 1.4 days | Met |
| MAR038-100593 | 12 May 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 0.76 hr | 6.8 hr | Met |
| MAR038-100592 | 11 May 2026 | Incident | Slow VPN Network · AB · Branch | P2 | Closed | 7.53 hr | 15.8 hr | Met |
| MAR038-100591 | 10 May 2026 | Quote · excluded | Restore request Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100590 | 08 May 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Closed | 0.79 hr | 2.3 days | Met |
| MAR038-100589 | 08 May 2026 | Incident · excluded | Mailbox delegation Email · KB · Head Office | P4 | Closed | — | — | n/a |
| MAR038-100588 | 07 May 2026 | Service Request | Switch port fault Network · AB · Remote | P4 | Resolved | — | — | n/a |
| MAR038-100587 | 07 May 2026 | Service Request | Name change request User admin · SE · Branch | P2 | Resolved | 1.36 hr | 2.0 days | Met |
| MAR038-100586 | 06 May 2026 | Incident | New printer driver rollout Printing · ML · Remote | P3 | Resolved | 8.28 hr | 1.9 days | Missed |
| MAR038-100585 | 05 May 2026 | Service Request · excluded | Site offline Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| MAR038-100584 | 04 May 2026 | Incident · excluded | Slow VPN Network · ML · Remote | P4 | Closed | — | — | n/a |
| MAR038-100583 | 01 May 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Closed | 0.34 hr | 6.9 hr | Met |
| MAR038-100582 | 30 Apr 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Closed | 0.80 hr | 2.1 days | Met |
| MAR038-100581 | 30 Apr 2026 | Service Request · excluded | Scan to email failing Printing · ML · Remote | P3 | Closed | — | — | n/a |
| MAR038-100580 | 29 Apr 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · BK · Remote | P4 | Resolved | — | — | n/a |
| MAR038-100579 | 29 Apr 2026 | Incident | Switch port fault Network · SE · Site 2 | P2 | Resolved | 5.64 hr | 10.6 hr | Met |
| MAR038-100578 | 28 Apr 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P4 | Closed | 1.87 hr | 1.3 days | Met |
| MAR038-100577 | 28 Apr 2026 | Service Request | New extension setup Telephony · KB · Remote | P2 | Closed | 1.18 hr | 2.2 days | Met |
| MAR038-100576 | 24 Apr 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 5.94 hr | 18.0 hr | Met |
| MAR038-100575 | 24 Apr 2026 | Service Request · excluded | Switch port fault Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| MAR038-100574 | 22 Apr 2026 | Incident | Mailbox delegation Email · AB · Head Office | P3 | Closed | — | — | n/a |
| MAR038-100573 | 22 Apr 2026 | Incident · excluded | MFA reset Security · BK · Branch | P2 | Closed | — | — | n/a |
| MAR038-100572 | 21 Apr 2026 | Service Request | Leaver process User admin · AB · Head Office | P3 | Resolved | 0.72 hr | 7.5 hr | Met |
| MAR038-100571 | 21 Apr 2026 | Service Request | Message quarantined Email · AB · Head Office | P4 | Closed | 7.15 hr | 1.7 days | Met |
| MAR038-100570 | 20 Apr 2026 | Incident | Slow VPN Network · BK · Branch | P3 | Closed | 4.59 hr | 1.3 days | Met |
| MAR038-100569 | 17 Apr 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Closed | 40.87 hr | 2.2 days | Missed |
| MAR038-100568 | 17 Apr 2026 | Change | Handset registration Telephony · ML · Head Office | P3 | Closed | 5.81 hr | 12.7 hr | Met |
| MAR038-100567 | 16 Apr 2026 | Incident | Restore request Backup · KB · Branch | P2 | Closed | 1.15 hr | 1.7 days | Met |
| MAR038-100566 | 16 Apr 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 29.48 hr | 1.3 days | Missed |
| MAR038-100565 | 15 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Closed | 2.63 hr | 1.0 days | Met |
| MAR038-100564 | 14 Apr 2026 | Quote · excluded | New extension setup Telephony · AB · Head Office | P1 | Closed | — | — | n/a |
| MAR038-100563 | 14 Apr 2026 | Incident · excluded | New extension setup Telephony · KB · Branch | P3 | Closed | — | — | n/a |
| MAR038-100562 | 13 Apr 2026 | Incident | Docking station not detected Hardware · BK · Remote | P2 | Resolved | 34.86 hr | 1.4 days | Missed |
| MAR038-100561 | 13 Apr 2026 | Incident | Leaver process User admin · AB · Remote | P4 | Resolved | 0.45 hr | 2.3 days | Met |
| MAR038-100560 | 12 Apr 2026 | Service Request | Report not generating Line of business app · AB · Site 2 | P2 | Resolved | 0.31 hr | 4.3 hr | Met |
| MAR038-100559 | 12 Apr 2026 | Project · excluded | Printer offline Printing · BK · Head Office | P4 | Closed | — | — | n/a |
| MAR038-100558 | 10 Apr 2026 | Incident | Toner replacement Printing · KB · Remote | P3 | Closed | 4.67 hr | 1.3 days | Met |
| MAR038-100557 | 09 Apr 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Closed | 5.21 hr | 2.3 days | Met |
| MAR038-100556 | 09 Apr 2026 | Service Request | Endpoint alert investigation Security · BK · Branch | P2 | Closed | 0.57 hr | 1.3 days | Met |
| MAR038-100555 | 08 Apr 2026 | Service Request · excluded | New extension setup Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| MAR038-100554 | 08 Apr 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P3 | Closed | 0.15 hr | 1.6 days | Met |
| MAR038-100553 | 07 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P4 | Resolved | 0.30 hr | 1.5 days | Met |
| MAR038-100552 | 06 Apr 2026 | Incident | Toner replacement Printing · AB · Branch | P3 | Closed | 0.49 hr | 2.5 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.