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Marsden Roofing Group

MAR432ActiveManaged contract

marsdenroofing.co.uk · Construction · Account manager Rachel Byrne

Microsoft 365Partial9 days agoSupport & assets (SQL)Healthy8 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. 10 records in this selection sit outside that — quotes, projects and planned installs, plus 5 calls billed time and materials. They stay visible for volume context.

Service performance

28 eligible records in this year
Average first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.3%
3 call(s) over the 8-hour target
First-time fix
75.0%
Where the source records the field

Volume

Contract calls
28
38 calls logged in the period
Off contract
5
£1,233.75 chargeable
Open / closed
0 / 38
Across the selected period
Data-quality gaps
0
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

28
records
  • Telephony6
  • Hardware4
  • User admin3
  • Printing3
  • Microsoft 3653
  • Network3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026285.65 hr89.3%310

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
Daniel Blacker51.19 hr100%0
Stacey Thomas52.96 hr80%1
Anne-Marie Cable51.60 hr100%0
Karen Taylor428.15 hr50%2
(Not recorded)21.04 hr100%0
Chloe Dempsey20.62 hr100%0
Rachael Parkin11.06 hr100%0
Phil Jenkins14.13 hr100%0
Barry Ebbs15.15 hr100%0
Kelly Gregory12.58 hr100%0
Aiden Higgins10.60 hr100%0

3 contract calls missed the 8-hour target

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

Longest 93.2 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
307391Karen TaylorKyocera ECOSYS M55262026-05-29 14:10101.19 hr+93.2SESwitch port fault
307399Stacey ThomasAruba AP-5152026-07-28 11:1310.39 hr+2.4MLNew extension setup
307379Karen TaylorDell PowerEdge R6402026-04-01 14:3710.08 hr+2.1BKTeams sign-in loop

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

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Apple MacBook Air M2Telephony310 Jul 2026 – 14 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
MAR432-10012014 Aug 2026Service RequestCall quality issue
Telephony · SE · Head Office
P2Resolved0.60 hr15.7 hrMet
MAR432-10011913 Aug 2026Incident · excludedRetention change
Backup · AB · Head Office
P2Resolved——n/a
MAR432-10011809 Aug 2026IncidentScreen flickering
Hardware · SE · Remote
P4Resolved0.51 hr2.5 daysMet
MAR432-10011704 Aug 2026ChangeWi-Fi dropouts in warehouse
Network · TAG · Remote
P2Closed0.88 hr1.5 hrMet
MAR432-10011629 Jul 2026Service RequestLaptop will not boot
Hardware · AB · Site 2
P2Resolved0.32 hr2.0 daysMet
MAR432-10011528 Jul 2026Service RequestNew extension setup
Telephony · ML · Head Office
P4Closed10.39 hr1.3 daysMissed
MAR432-10011417 Jul 2026Service RequestHandset registration
Telephony · TAG · Head Office
P4Closed0.73 hr3.5 hrMet
MAR432-10011310 Jul 2026IncidentHandset registration
Telephony · SE · Branch
P2Closed0.66 hr11.0 hrMet
MAR432-10011206 Jul 2026ChangeReplacement keyboard
Hardware · KB · Head Office
P3Resolved4.00 hr1.5 daysMet
MAR432-10011110 Jun 2026Service RequestReport not generating
Line of business app · AB · Head Office
P1Closed1.27 hr8.8 hrMet
MAR432-10011008 Jun 2026IncidentReplacement keyboard
Hardware · ML · Head Office
P3Closed2.13 hr1.9 daysMet
MAR432-10010904 Jun 2026Service RequestScan to email failing
Printing · SE · Head Office
P4Closed2.58 hr2.1 daysMet
MAR432-10010802 Jun 2026IncidentName change request
User admin · SE · Head Office
P3Resolved1.05 hr1.0 hrMet
MAR432-10010729 May 2026IncidentSwitch port fault
Network · SE · Remote
P3Closed101.19 hr17.5 hrMissed
MAR432-10010619 May 2026Planned Install · excludedRestore request
Backup · ML · Head Office
P3Closed——n/a
MAR432-10010512 May 2026Service RequestRetention change
Backup · TAG · Head Office
P4Closed0.17 hr1.8 hrMet
MAR432-10010411 May 2026Quote · excludedReport not generating
Line of business app · AB · Head Office
P2Resolved——n/a
MAR432-10010308 May 2026IncidentSharePoint permission request
Microsoft 365 · KB · Head Office
P4Closed0.66 hr5.8 hrMet
MAR432-10010204 May 2026IncidentMailbox delegation
Email · TAG · Head Office
P3Resolved5.15 hr1.4 daysMet
MAR432-10010130 Apr 2026Service Request · excludedLicence renewal
Line of business app · BK · Head Office
P3Closed——n/a
MAR432-10010022 Apr 2026Planned Install · excludedOutlook not syncing
Microsoft 365 · AB · Head Office
P3Closed——n/a
MAR432-10009917 Apr 2026ChangeSlow VPN
Network · SE · Head Office
P3Closed0.69 hr3.4 hrMet
MAR432-10009813 Apr 2026Service RequestDatabase timeout
Line of business app · KB · Remote
P3Closed4.13 hr1.9 daysMet
MAR432-10009709 Apr 2026Project · excludedReport not generating
Line of business app · SE · Remote
P3Resolved——n/a
MAR432-10009603 Apr 2026Service RequestSuspicious sign-in review
Security · TAG · Branch
P4Closed1.06 hr1.4 daysMet
MAR432-10009501 Apr 2026IncidentTeams sign-in loop
Microsoft 365 · BK · Branch
P2Closed10.08 hr15.3 hrMissed
MAR432-10009431 Mar 2026IncidentNew printer driver rollout
Printing · SE · Head Office
P3Resolved1.09 hr23.0 hrMet
MAR432-10009330 Mar 2026Service Request · excludedVoicemail not delivering
Telephony · KB · Head Office
P2Resolved——n/a
MAR432-10009226 Mar 2026ChangeOutlook not syncing
Microsoft 365 · TAG · Head Office
P2Resolved1.13 hr2.3 daysMet
MAR432-10009117 Mar 2026ChangeNew extension setup
Telephony · BK · Site 2
P4Closed2.29 hr2.5 daysMet
MAR432-10009016 Mar 2026Service Request · excludedDocking station not detected
Hardware · BK · Branch
P3Resolved——n/a
MAR432-10008910 Mar 2026Service RequestNew starter setup
User admin · AB · Head Office
P2Closed1.51 hr2.4 daysMet
MAR432-10008825 Feb 2026Service RequestHandset registration
Telephony · AB · Remote
P1Resolved1.08 hr16.3 hrMet
MAR432-10008704 Feb 2026ChangeSuspicious sign-in review
Security · AB · Head Office
P2Closed0.99 hr2.1 daysMet
MAR432-10008630 Jan 2026IncidentToner replacement
Printing · TAG · Branch
P4Resolved0.68 hr2.0 daysMet
MAR432-10008526 Jan 2026Service RequestPermission change
User admin · SE · Head Office
P2Closed1.19 hr11.2 hrMet
MAR432-10008407 Jan 2026Incident · excludedReport not generating
Line of business app · BK · Remote
P3Closed——n/a
MAR432-10008301 Jan 2026Quote · excludedApplication crash on launch
Line of business app · SE · Remote
P2Closed——n/a
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.