SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 156 records in this selection sit outside that — quotes, projects and planned installs, plus 80 calls billed time and materials. They stay visible for volume context.
Service performance
430 eligible records in this yearAverage first response
5.5 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.6%
43 call(s) over the 8-hour target
First-time fix
68.2%
Where the source records the field
Volume
Contract calls
430
586 calls logged in the period
Off contract
80
£19,210.5 chargeable
Open / closed
11 / 575
Across the selected period
Data-quality gaps
18
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
430
records
- User admin52
- Line of business app51
- Hardware51
- Network48
- Telephony47
- Printing41
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 430 | 5.53 hr | 89.6% | 43 | 156 |
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 | 60 | 2.89 hr | 93% | 4 |
| Anne-Marie Cable | 46 | 9.14 hr | 89% | 5 |
| Stacey Thomas | 42 | 5.69 hr | 90% | 4 |
| (Not recorded) | 38 | 3.85 hr | 86% | 5 |
| Chloe Dempsey | 37 | 4.33 hr | 92% | 3 |
| Barry Ebbs | 36 | 1.90 hr | 94% | 2 |
| Kelly Gregory | 31 | 9.27 hr | 86% | 4 |
| Daniel Blacker | 28 | 2.09 hr | 96% | 1 |
| Aiden Higgins | 25 | 11.38 hr | 79% | 5 |
| Julie Herbert | 23 | 3.50 hr | 91% | 2 |
| Damian Armstrong | 23 | 11.41 hr | 82% | 4 |
| Rachael Parkin | 22 | 5.66 hr | 86% | 3 |
43 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 144.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304109 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-06-17 08:07 | 152.31 hr | +144.3 | AB | Name change request |
| 303720 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-01-15 10:30 | 152.18 hr | +144.2 | BK | Retention change |
| 304142 | Damian Armstrong | Apple MacBook Air M2 | 2026-07-02 17:13 | 139.75 hr | +131.8 | TAG | MFA reset |
| 303702 | Kelly Gregory | Apple MacBook Air M2 | 2026-01-07 15:46 | 131.28 hr | +123.3 | BK | Permission change |
| 304034 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-22 09:34 | 125.65 hr | +117.7 | SE | MFA reset |
| 303869 | Stacey Thomas | Dell Latitude 5440 | 2026-03-13 12:52 | 73.54 hr | +65.5 | SE | Distribution list change |
| 303692 | Stacey Thomas | Dell OptiPlex 7010 | 2026-01-02 10:19 | 46.84 hr | +38.8 | KB | Retention change |
| 303860 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-03-12 14:10 | 45.44 hr | +37.4 | KB | Voicemail not delivering |
| 303891 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-03-24 16:34 | 43.30 hr | +35.3 | SE | Report not generating |
| 304197 | Damian Armstrong | Apple MacBook Pro 14 | 2026-07-28 09:12 | 40.23 hr | +32.2 | ML | Report not generating |
| 304078 | Damian Armstrong | Apple iPhone 12 | 2026-06-06 10:05 | 37.47 hr | +29.5 | SE | Printer offline |
| 304177 | Aiden Higgins | Apple iPhone 12 | 2026-07-19 08:12 | 34.56 hr | +26.6 | ML | Spoofed email reported |
| 303842 | (Not recorded) | Samsung Galaxy S23 | 2026-03-05 11:14 | 32.35 hr | +24.4 | SE | Name change request |
| 303773 | Phil Jenkins | WatchGuard T35 | 2026-02-09 14:01 | 30.88 hr | +22.9 | AB | MFA reset |
| 303818 | Kelly Gregory | Kyocera ECOSYS M5526 | 2026-02-25 08:33 | 30.32 hr | +22.3 | ML | New extension setup |
| 303730 | Kelly Gregory | Samsung Galaxy S23 | 2026-01-22 17:33 | 30.23 hr | +22.2 | BK | Replacement keyboard |
| 304076 | Anne-Marie Cable | Dell Latitude E7470 | 2026-06-06 17:23 | 29.33 hr | +21.3 | AB | New starter setup |
| 303705 | Chloe Dempsey | Dell OptiPlex 7010 | 2026-01-09 17:47 | 29.08 hr | +21.1 | ML | Licence renewal |
| 303966 | Karen Taylor | Lenovo ThinkPad T14 | 2026-04-23 17:02 | 23.52 hr | +15.5 | ML | Screen flickering |
| 304174 | Aiden Higgins | Dell Latitude E7470 | 2026-07-17 16:54 | 23.09 hr | +15.1 | BK | Suspicious sign-in review |
| 303934 | Julie Herbert | Samsung Galaxy A54 | 2026-04-08 11:51 | 18.89 hr | +10.9 | TAG | Leaver process |
| 303820 | Julie Herbert | Dell OptiPlex 3050 | 2026-02-26 14:16 | 18.53 hr | +10.5 | SE | New starter setup |
| 303947 | Rachael Parkin | Apple iPhone 14 | 2026-04-14 15:20 | 18.50 hr | +10.5 | TAG | Slow VPN |
| 303743 | Karen Taylor | Dell Latitude 7420 | 2026-01-27 12:54 | 17.73 hr | +9.7 | AB | OneDrive sync conflict |
| 304126 | Kelly Gregory | Ruckus R550 | 2026-06-25 15:19 | 17.33 hr | +9.3 | KB | Spoofed email reported |
| 303819 | (Not recorded) | Apple MacBook Pro 14 | 2026-02-26 11:47 | 16.55 hr | +8.6 | SE | Restore request |
| 304048 | Stacey Thomas | Ubiquiti U6-Pro | 2026-05-27 13:54 | 16.32 hr | +8.3 | BK | Report not generating |
| 304144 | Aiden Higgins | Apple MacBook Pro 14 | 2026-07-02 12:44 | 16.21 hr | +8.2 | BK | Handset registration |
| 304085 | Stacey Thomas | Dell Latitude E7470 | 2026-06-09 09:51 | 12.72 hr | +4.7 | BK | New starter setup |
| 304215 | Aiden Higgins | HP ProBook 450 G6 | 2026-07-31 16:14 | 11.77 hr | +3.8 | ML | Wi-Fi dropouts in warehouse |
| 303967 | Rachael Parkin | Apple MacBook Air M2 | 2026-04-23 15:57 | 11.69 hr | +3.7 | KB | Handset registration |
| 303931 | (Not recorded) | Lenovo ThinkPad T14 | 2026-04-07 16:24 | 11.16 hr | +3.2 | KB | OneDrive sync conflict |
| 303732 | (Not recorded) | Apple iPhone 12 | 2026-01-23 12:53 | 10.70 hr | +2.7 | SE | Restore request |
| 303908 | Chloe Dempsey | Apple iPhone 12 | 2026-03-31 08:35 | 10.63 hr | +2.6 | KB | Permission change |
| 304258 | Barry Ebbs | Apple MacBook Pro 14 | 2026-08-18 16:02 | 10.47 hr | +2.5 | TAG | Call quality issue |
| 304033 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-22 17:53 | 9.88 hr | +1.9 | KB | Handset registration |
| 303825 | Damian Armstrong | Dell OptiPlex 3050 | 2026-03-01 12:28 | 9.56 hr | +1.6 | ML | Replacement keyboard |
| 303877 | Anne-Marie Cable | Dell Latitude E7470 | 2026-03-17 08:26 | 9.23 hr | +1.2 | TAG | Backup capacity review |
| 304257 | Karen Taylor | Apple iPhone 14 | 2026-08-18 12:31 | 8.66 hr | +0.7 | KB | Report not generating |
| 304053 | Karen Taylor | Apple iPhone 14 | 2026-05-29 15:24 | 8.64 hr | +0.6 | AB | Distribution list change |
| 303710 | (Not recorded) | Apple iPhone 12 | 2026-01-12 13:10 | 8.57 hr | +0.6 | AB | Database timeout |
| 304184 | Daniel Blacker | Samsung Galaxy A54 | 2026-07-22 15:18 | 8.26 hr | +0.3 | AB | Backup job failed |
| 304036 | Barry Ebbs | Apple MacBook Air M2 | 2026-05-22 11:23 | 8.04 hr | +0.0 | AB | Suspicious sign-in review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 14 | 23 Jan 2026 – 21 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 13 | 12 Feb 2026 – 30 Jul 2026 |
| Anne-Marie Cable | Hardware | 12 | 02 Jan 2026 – 17 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 10 | 05 Jan 2026 – 30 Jul 2026 |
| Stacey Thomas | Line of business app | 9 | 15 Jan 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 9 | 22 Jan 2026 – 07 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 8 | 17 Feb 2026 – 21 Jul 2026 |
| (Not recorded) | User administration | 8 | 24 Feb 2026 – 29 Apr 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple iPhone 12 | Line of business app | 10 | 12 Jan 2026 – 21 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 8 | 12 Jan 2026 – 21 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 8 | 23 Jan 2026 – 06 Jul 2026 |
| HP ProBook 450 G6 | User administration | 7 | 16 Jan 2026 – 27 Apr 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 7 | 19 Feb 2026 – 17 Jul 2026 |
| Dell OptiPlex 3050 | User administration | 7 | 21 Feb 2026 – 24 Aug 2026 |
| Dell Latitude 5440 | User administration | 7 | 19 Mar 2026 – 19 Aug 2026 |
| HP ProDesk 400 G7 | Monitoring / server / security | 6 | 13 Jan 2026 – 29 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
586 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MAR184-101812 | 25 Aug 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · SE · Remote | P2 | Open | — | — | n/a |
| MAR184-101811 | 25 Aug 2026 | Incident | Toner replacement Printing · AB · Site 2 | P3 | Open | — | — | n/a |
| MAR184-101810 | 24 Aug 2026 | Change | Mailbox delegation Email · SE · Head Office | P3 | Resolved | 0.40 hr | 8.0 hr | Met |
| MAR184-101809 | 24 Aug 2026 | Service Request | Permission change User admin · KB · Head Office | P2 | Closed | 4.05 hr | 2.4 days | Met |
| MAR184-101808 | 24 Aug 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Resolved | 2.48 hr | 1.4 days | Met |
| MAR184-101807 | 24 Aug 2026 | Planned Install · excluded | Slow VPN Network · ML · Head Office | P4 | In Progress | — | — | n/a |
| MAR184-101806 | 24 Aug 2026 | Change | Voicemail not delivering Telephony · AB · Remote | P1 | Resolved | 4.33 hr | 12.7 hr | Met |
| MAR184-101805 | 21 Aug 2026 | Service Request | Switch port fault Network · ML · Head Office | P3 | Closed | 0.73 hr | 12.0 hr | Met |
| MAR184-101804 | 21 Aug 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Closed | — | — | n/a |
| MAR184-101803 | 21 Aug 2026 | Incident | Report not generating Line of business app · TAG · Remote | P2 | Closed | 5.80 hr | 1.9 days | Met |
| MAR184-101802 | 21 Aug 2026 | Service Request | Distribution list change Email · ML · Remote | P2 | Closed | 1.34 hr | 1.6 days | Met |
| MAR184-101801 | 20 Aug 2026 | Service Request | Report not generating Line of business app · BK · Branch | P3 | In Progress | — | — | n/a |
| MAR184-101800 | 20 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Remote | P3 | Closed | 0.43 hr | 9.8 hr | Met |
| MAR184-101799 | 20 Aug 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Resolved | 0.45 hr | 1.1 days | Met |
| MAR184-101798 | 19 Aug 2026 | Incident | Leaver process User admin · TAG · Branch | P3 | Resolved | 0.80 hr | 18.3 hr | Met |
| MAR184-101797 | 18 Aug 2026 | Service Request | Mailbox delegation Email · BK · Head Office | P3 | Closed | 0.05 hr | 1.7 days | Met |
| MAR184-101796 | 18 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | 10.47 hr | 1.8 days | Missed |
| MAR184-101795 | 18 Aug 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 8.66 hr | 18.5 hr | Missed |
| MAR184-101794 | 18 Aug 2026 | Incident | Leaver process User admin · KB · Branch | P4 | Closed | 0.90 hr | 17.4 hr | Met |
| MAR184-101793 | 18 Aug 2026 | Incident · excluded | Docking station not detected Hardware · SE · Remote | P3 | Resolved | — | — | n/a |
| MAR184-101792 | 18 Aug 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 0.23 hr | 15.5 hr | Met |
| MAR184-101791 | 17 Aug 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P4 | Resolved | 1.78 hr | 1.1 days | Met |
| MAR184-101790 | 17 Aug 2026 | Service Request · excluded | Name change request User admin · BK · Branch | P2 | Closed | — | — | n/a |
| MAR184-101789 | 17 Aug 2026 | Planned Install · excluded | Permission change User admin · KB · Head Office | P3 | In Progress | — | — | n/a |
| MAR184-101788 | 14 Aug 2026 | Incident | Message quarantined Email · ML · Head Office | P4 | Closed | 0.24 hr | 20.2 hr | Met |
| MAR184-101787 | 14 Aug 2026 | Incident | Application crash on launch Line of business app · BK · Remote | P3 | Closed | — | — | n/a |
| MAR184-101786 | 14 Aug 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 0.67 hr | 1.8 days | Met |
| MAR184-101785 | 14 Aug 2026 | Change · excluded | Permission change User admin · BK · Head Office | P4 | Resolved | — | — | n/a |
| MAR184-101784 | 14 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 0.67 hr | 22.8 hr | Met |
| MAR184-101783 | 13 Aug 2026 | Service Request · excluded | Permission change User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| MAR184-101782 | 13 Aug 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | 0.31 hr | 2.3 days | Met |
| MAR184-101781 | 12 Aug 2026 | Incident | New starter setup User admin · BK · Head Office | P3 | Closed | 0.12 hr | 1.4 days | Met |
| MAR184-101780 | 12 Aug 2026 | Change | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 1.18 hr | 1.3 days | Met |
| MAR184-101779 | 11 Aug 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Closed | 3.82 hr | 2.1 days | Met |
| MAR184-101778 | 11 Aug 2026 | Service Request | Laptop will not boot Hardware · BK · Branch | P3 | Closed | 0.88 hr | 2.0 days | Met |
| MAR184-101777 | 10 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Resolved | 1.07 hr | 2.1 days | Met |
| MAR184-101776 | 10 Aug 2026 | Quote · excluded | Permission change User admin · ML · Remote | P3 | Open | — | — | n/a |
| MAR184-101775 | 10 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 2.86 hr | 2.3 days | Met |
| MAR184-101774 | 10 Aug 2026 | Quote · excluded | Docking station not detected Hardware · KB · Branch | P2 | Open | — | — | n/a |
| MAR184-101773 | 07 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Resolved | 1.33 hr | 1.4 days | Met |
| MAR184-101772 | 07 Aug 2026 | Service Request | Name change request User admin · TAG · Head Office | P4 | Resolved | 0.44 hr | 2.2 days | Met |
| MAR184-101771 | 07 Aug 2026 | Incident | Printer offline Printing · SE · Branch | P3 | Resolved | 6.98 hr | 20.8 hr | Met |
| MAR184-101770 | 07 Aug 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| MAR184-101769 | 07 Aug 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | 0.20 hr | 1.6 days | Met |
| MAR184-101768 | 06 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Remote | P4 | Closed | 1.01 hr | 1.2 days | Met |
| MAR184-101767 | 06 Aug 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| MAR184-101766 | 06 Aug 2026 | Incident | Message quarantined Email · SE · Site 2 | P4 | Closed | 1.93 hr | 2.2 days | Met |
| MAR184-101765 | 06 Aug 2026 | Incident | Call quality issue Telephony · SE · Head Office | P1 | Resolved | 1.35 hr | 15.7 hr | Met |
| MAR184-101764 | 06 Aug 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 0.87 hr | 9.6 hr | Met |
| MAR184-101763 | 06 Aug 2026 | Quote · excluded | Scan to email failing Printing · SE · Head Office | P4 | Open | — | — | n/a |
| MAR184-101762 | 05 Aug 2026 | Incident · excluded | Switch port fault Network · AB · Remote | P3 | Resolved | — | — | n/a |
| MAR184-101761 | 04 Aug 2026 | Project · excluded | New starter setup User admin · TAG · Head Office | P2 | Closed | — | — | n/a |
| MAR184-101760 | 04 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | 1.30 hr | 19.7 hr | Met |
| MAR184-101759 | 04 Aug 2026 | Incident · excluded | Restore request Backup · AB · Head Office | P1 | Closed | — | — | n/a |
| MAR184-101758 | 03 Aug 2026 | Incident | Screen flickering Hardware · SE · Head Office | P4 | Closed | 1.95 hr | 1.6 days | Met |
| MAR184-101757 | 03 Aug 2026 | Incident | Site offline Network · ML · Head Office | P3 | Closed | 0.26 hr | 4.7 hr | Met |
| MAR184-101756 | 03 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Remote | P3 | Closed | 0.89 hr | 1.1 days | Met |
| MAR184-101755 | 31 Jul 2026 | Incident | New printer driver rollout Printing · SE · Remote | P4 | Closed | 2.94 hr | 2.3 days | Met |
| MAR184-101754 | 31 Jul 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P2 | Closed | 0.67 hr | 1.7 days | Met |
| MAR184-101753 | 31 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Resolved | 11.77 hr | 2.3 days | Missed |
| MAR184-101752 | 31 Jul 2026 | Incident | Restore request Backup · BK · Remote | P3 | Resolved | 1.81 hr | 1.7 days | Met |
| MAR184-101751 | 31 Jul 2026 | Project · excluded | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| MAR184-101750 | 30 Jul 2026 | Incident | Switch port fault Network · ML · Remote | P3 | Closed | 1.12 hr | 11.6 hr | Met |
| MAR184-101749 | 30 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Branch | P3 | Closed | 1.08 hr | 14.5 hr | Met |
| MAR184-101748 | 30 Jul 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P3 | Resolved | 4.26 hr | 11.5 hr | Met |
| MAR184-101747 | 30 Jul 2026 | Service Request · excluded | Restore request Backup · AB · Branch | P3 | Closed | — | — | n/a |
| MAR184-101746 | 30 Jul 2026 | Incident | Restore request Backup · AB · Site 2 | P2 | Resolved | 0.68 hr | 2.7 hr | Met |
| MAR184-101745 | 30 Jul 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 3.64 hr | 1.3 days | Met |
| MAR184-101744 | 29 Jul 2026 | Incident · excluded | Switch port fault Network · TAG · Branch | P3 | Resolved | — | — | n/a |
| MAR184-101743 | 29 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 0.38 hr | 9.8 hr | Met |
| MAR184-101742 | 29 Jul 2026 | Incident | Call quality issue Telephony · TAG · Remote | P1 | Resolved | 0.21 hr | 5.6 hr | Met |
| MAR184-101741 | 29 Jul 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Closed | 1.39 hr | 1.9 hr | Met |
| MAR184-101740 | 29 Jul 2026 | Project · excluded | Site offline Network · ML · Head Office | P3 | In Progress | — | — | n/a |
| MAR184-101739 | 28 Jul 2026 | Quote · excluded | Name change request User admin · KB · Head Office | P3 | In Progress | — | — | n/a |
| MAR184-101738 | 28 Jul 2026 | Service Request | Scan to email failing Printing · ML · Branch | P3 | Closed | 0.36 hr | 4.8 hr | Met |
| MAR184-101737 | 28 Jul 2026 | Incident · excluded | Name change request User admin · KB · Branch | P2 | Closed | — | — | n/a |
| MAR184-101736 | 28 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P3 | Closed | 4.46 hr | 15.1 hr | Met |
| MAR184-101735 | 28 Jul 2026 | Incident | Report not generating Line of business app · ML · Head Office | P4 | Closed | 40.23 hr | 1.7 days | Missed |
| MAR184-101734 | 27 Jul 2026 | Incident · excluded | Slow VPN Network · SE · Head Office | P2 | Resolved | — | — | n/a |
| MAR184-101733 | 27 Jul 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.92 hr | 1.2 days | Met |
| MAR184-101732 | 27 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 7.79 hr | 1.8 days | Met |
| MAR184-101731 | 27 Jul 2026 | Service Request · excluded | Mailbox delegation Email · BK · Remote | P2 | Resolved | — | — | n/a |
| MAR184-101730 | 27 Jul 2026 | Service Request · excluded | Retention change Backup · KB · Remote | P1 | Closed | — | — | n/a |
| MAR184-101729 | 24 Jul 2026 | Service Request | Application crash on launch Line of business app · BK · Site 2 | P2 | Closed | 5.05 hr | 1.1 days | Met |
| MAR184-101728 | 24 Jul 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Resolved | 0.60 hr | 2.2 days | Met |
| MAR184-101727 | 24 Jul 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Resolved | 0.73 hr | 1.4 days | Met |
| MAR184-101726 | 24 Jul 2026 | Incident | Leaver process User admin · BK · Branch | P3 | Resolved | 5.90 hr | 22.3 hr | Met |
| MAR184-101725 | 23 Jul 2026 | Incident | Replacement keyboard Hardware · BK · Remote | P4 | Closed | 2.76 hr | 1.4 days | Met |
| MAR184-101724 | 22 Jul 2026 | Change | New starter setup User admin · AB · Head Office | P1 | Resolved | 5.13 hr | 3.7 hr | Met |
| MAR184-101723 | 22 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P1 | Resolved | 2.94 hr | 10.2 hr | Met |
| MAR184-101722 | 22 Jul 2026 | Incident | Backup job failed Backup · AB · Remote | P3 | Closed | 8.26 hr | 19.7 hr | Missed |
| MAR184-101721 | 21 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 0.84 hr | 2.0 days | Met |
| MAR184-101720 | 21 Jul 2026 | Project · excluded | Application crash on launch Line of business app · SE · Branch | P4 | Resolved | — | — | n/a |
| MAR184-101719 | 20 Jul 2026 | Incident | Switch port fault Network · AB · Head Office | P3 | Closed | 1.10 hr | 23.6 hr | Met |
| MAR184-101718 | 19 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 0.34 hr | 20.8 hr | Met |
| MAR184-101717 | 19 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P2 | Closed | 0.90 hr | 1.6 days | Met |
| MAR184-101716 | 19 Jul 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Closed | 5.62 hr | 22.0 hr | Met |
| MAR184-101715 | 19 Jul 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 34.56 hr | 10.2 hr | Missed |
| MAR184-101714 | 17 Jul 2026 | Incident | Restore request Backup · ML · Head Office | P4 | Closed | 0.50 hr | 2.5 days | Met |
| MAR184-101713 | 17 Jul 2026 | Incident · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| MAR184-101712 | 17 Jul 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 23.09 hr | 1.7 days | Missed |
| MAR184-101711 | 17 Jul 2026 | Service Request · excluded | Laptop will not boot Hardware · ML · Remote | P3 | Resolved | — | — | n/a |
| MAR184-101710 | 17 Jul 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Resolved | 0.23 hr | 4.7 hr | Met |
| MAR184-101709 | 16 Jul 2026 | Service Request | New printer driver rollout Printing · BK · Branch | P3 | Closed | 3.11 hr | 1.6 days | Met |
| MAR184-101708 | 16 Jul 2026 | Service Request · excluded | Message quarantined Email · SE · Remote | P3 | Closed | — | — | n/a |
| MAR184-101707 | 15 Jul 2026 | Planned Install · excluded | Switch port fault Network · TAG · Head Office | P3 | Open | — | — | n/a |
| MAR184-101706 | 14 Jul 2026 | Service Request · excluded | New extension setup Telephony · ML · Head Office | P4 | Closed | — | — | n/a |
| MAR184-101705 | 14 Jul 2026 | Incident | Handset registration Telephony · BK · Head Office | P2 | Closed | 1.20 hr | 1.3 days | Met |
| MAR184-101704 | 14 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Branch | P1 | Resolved | 0.67 hr | 5.4 hr | Met |
| MAR184-101703 | 13 Jul 2026 | Incident | Mailbox delegation Email · BK · Remote | P3 | Closed | 2.42 hr | 19.9 hr | Met |
| MAR184-101702 | 13 Jul 2026 | Service Request · excluded | Backup job failed Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| MAR184-101701 | 13 Jul 2026 | Incident | New extension setup Telephony · TAG · Head Office | P2 | Resolved | 0.98 hr | 2.4 days | Met |
| MAR184-101700 | 13 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Closed | 1.31 hr | 1.4 days | Met |
| MAR184-101699 | 10 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Resolved | 0.74 hr | 2.1 days | Met |
| MAR184-101698 | 10 Jul 2026 | Planned Install · excluded | New printer driver rollout Printing · KB · Head Office | P2 | Resolved | — | — | n/a |
| MAR184-101697 | 09 Jul 2026 | Incident | Backup capacity review Backup · SE · Branch | P4 | Closed | 3.68 hr | 1.4 days | Met |
| MAR184-101696 | 09 Jul 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 2.07 hr | 1.7 days | Met |
| MAR184-101695 | 08 Jul 2026 | Incident | Restore request Backup · AB · Head Office | P3 | Closed | 7.99 hr | 2.2 days | Met |
| MAR184-101694 | 07 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Branch | P3 | Closed | 2.18 hr | 1.6 days | Met |
| MAR184-101693 | 07 Jul 2026 | Incident | Leaver process User admin · BK · Remote | P3 | Closed | 1.30 hr | 17.7 hr | Met |
| MAR184-101692 | 06 Jul 2026 | Service Request · excluded | Message quarantined Email · BK · Head Office | P4 | Closed | — | — | n/a |
| MAR184-101691 | 06 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Closed | 1.00 hr | 2.4 days | Met |
| MAR184-101690 | 06 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Remote | P3 | Resolved | 0.82 hr | 2.0 days | Met |
| MAR184-101689 | 06 Jul 2026 | Service Request | Screen flickering Hardware · SE · Branch | P3 | Closed | 0.56 hr | 22.8 hr | Met |
| MAR184-101688 | 06 Jul 2026 | Incident · excluded | Printer offline Printing · SE · Head Office | P2 | Closed | — | — | n/a |
| MAR184-101687 | 03 Jul 2026 | Incident | Message quarantined Email · KB · Remote | P3 | Resolved | 4.85 hr | 12.4 hr | Met |
| MAR184-101686 | 03 Jul 2026 | Incident | Slow VPN Network · BK · Head Office | P4 | Resolved | 4.95 hr | 1.3 days | Met |
| MAR184-101685 | 03 Jul 2026 | Incident | Site offline Network · BK · Head Office | P3 | Closed | 1.06 hr | 1.8 days | Met |
| MAR184-101684 | 03 Jul 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P3 | Resolved | 1.91 hr | 7.6 hr | Met |
| MAR184-101683 | 02 Jul 2026 | Incident · excluded | Printer offline Printing · KB · Remote | P4 | Closed | — | — | n/a |
| MAR184-101682 | 02 Jul 2026 | Service Request | Handset registration Telephony · BK · Remote | P3 | Resolved | 16.21 hr | 0.5 hr | Missed |
| MAR184-101681 | 02 Jul 2026 | Project · excluded | Leaver process User admin · AB · Remote | P4 | Closed | — | — | n/a |
| MAR184-101680 | 02 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 139.75 hr | 3.9 hr | Missed |
| MAR184-101679 | 02 Jul 2026 | Service Request | Toner replacement Printing · BK · Remote | P3 | Closed | 0.81 hr | 5.6 hr | Met |
| MAR184-101678 | 02 Jul 2026 | Service Request · excluded | Switch port fault Network · SE · Branch | P2 | Resolved | — | — | n/a |
| MAR184-101677 | 01 Jul 2026 | Project · excluded | Application crash on launch Line of business app · SE · Head Office | P1 | Resolved | — | — | n/a |
| MAR184-101676 | 01 Jul 2026 | Project · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Closed | — | — | n/a |
| MAR184-101675 | 30 Jun 2026 | Service Request | Permission change User admin · ML · Head Office | P3 | Closed | 0.89 hr | 1.5 days | Met |
| MAR184-101674 | 30 Jun 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Closed | 0.50 hr | 11.5 hr | Met |
| MAR184-101673 | 30 Jun 2026 | Service Request | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | 1.08 hr | 1.9 days | Met |
| MAR184-101672 | 30 Jun 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 3.21 hr | 2.5 days | Met |
| MAR184-101671 | 29 Jun 2026 | Quote · excluded | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | — | — | n/a |
| MAR184-101670 | 29 Jun 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P4 | Closed | 0.62 hr | 1.8 days | Met |
| MAR184-101669 | 29 Jun 2026 | Quote · excluded | Site offline Network · KB · Branch | P3 | Resolved | — | — | n/a |
| MAR184-101668 | 29 Jun 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Branch | P3 | Resolved | — | — | n/a |
| MAR184-101667 | 26 Jun 2026 | Incident | Site offline Network · ML · Remote | P2 | Closed | 0.90 hr | 2.2 days | Met |
| MAR184-101666 | 25 Jun 2026 | Change | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 0.56 hr | 2.0 days | Met |
| MAR184-101665 | 25 Jun 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Closed | 4.41 hr | 1.6 days | Met |
| MAR184-101664 | 25 Jun 2026 | Change | Spoofed email reported Email · KB · Head Office | P4 | Resolved | 17.33 hr | 13.3 hr | Missed |
| MAR184-101663 | 24 Jun 2026 | Service Request | Switch port fault Network · BK · Site 2 | P3 | Closed | 3.96 hr | 2.0 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.