SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 50 records in this selection sit outside that — quotes, projects and planned installs, plus 25 calls billed time and materials. They stay visible for volume context.
Service performance
145 eligible records in this yearAverage first response
5.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.2%
18 call(s) over the 8-hour target
First-time fix
71.7%
Where the source records the field
Volume
Contract calls
145
195 calls logged in the period
Off contract
25
£6,308.25 chargeable
Open / closed
0 / 195
Across the selected period
Data-quality gaps
4
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
145
records
- Printing21
- Microsoft 36519
- Network18
- Security16
- Backup15
- Telephony13
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 145 | 5.62 hr | 87.2% | 18 | 50 |
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 | 24 | 5.06 hr | 91% | 2 |
| Anne-Marie Cable | 20 | 6.05 hr | 90% | 2 |
| Daniel Blacker | 15 | 7.38 hr | 87% | 2 |
| Barry Ebbs | 15 | 7.72 hr | 80% | 3 |
| Stacey Thomas | 13 | 5.28 hr | 85% | 2 |
| Kelly Gregory | 13 | 7.08 hr | 75% | 3 |
| (Not recorded) | 12 | 5.13 hr | 83% | 2 |
| Chloe Dempsey | 8 | 8.09 hr | 88% | 1 |
| Aiden Higgins | 8 | 0.84 hr | 100% | 0 |
| Rachael Parkin | 7 | 0.92 hr | 100% | 0 |
| Phil Jenkins | 4 | 2.29 hr | 100% | 0 |
| Julie Herbert | 4 | 6.62 hr | 75% | 1 |
18 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306021 | Chloe Dempsey | Dell Wyse 5070 | 2026-01-27 10:40 | 47.16 hr | +39.2 | ML | SharePoint permission request |
| 306087 | Kelly Gregory | Dell Latitude E7470 | 2026-04-24 16:28 | 44.27 hr | +36.3 | SE | Scan to email failing |
| 306082 | Stacey Thomas | Dell Wyse 5070 | 2026-04-17 09:05 | 43.88 hr | +35.9 | SE | Screen flickering |
| 306004 | Daniel Blacker | Apple MacBook Pro 14 | 2026-01-09 14:33 | 41.17 hr | +33.2 | SE | Retention change |
| 306042 | Daniel Blacker | Dell Latitude 7420 | 2026-02-20 12:40 | 40.10 hr | +32.1 | KB | Toner replacement |
| 306000 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-01-05 11:39 | 39.61 hr | +31.6 | BK | Printer offline |
| 306071 | Karen Taylor | Brother MFC-L8690 | 2026-04-06 10:36 | 37.56 hr | +29.6 | TAG | Spoofed email reported |
| 306183 | Barry Ebbs | HP t640 | 2026-08-13 14:02 | 37.53 hr | +29.5 | BK | Database timeout |
| 306064 | Karen Taylor | Apple MacBook Air M2 | 2026-03-25 15:23 | 36.41 hr | +28.4 | TAG | Permission change |
| 306008 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-01-13 13:36 | 34.81 hr | +26.8 | BK | Toner replacement |
| 306026 | Barry Ebbs | Samsung Galaxy A54 | 2026-02-03 17:46 | 34.30 hr | +26.3 | AB | Backup job failed |
| 306081 | (Not recorded) | HP ProDesk 400 G7 | 2026-04-16 14:27 | 26.31 hr | +18.3 | AB | OneDrive sync conflict |
| 306140 | Julie Herbert | Dell Wyse 5070 | 2026-06-24 12:55 | 23.28 hr | +15.3 | TAG | OneDrive sync conflict |
| 306053 | (Not recorded) | Dell Latitude 7420 | 2026-03-06 14:05 | 14.52 hr | +6.5 | TAG | Retention change |
| 306128 | Barry Ebbs | Dell Wyse 5070 | 2026-06-11 17:25 | 12.37 hr | +4.4 | SE | Scan to email failing |
| 306001 | Stacey Thomas | HP t640 | 2026-01-06 11:46 | 10.19 hr | +2.2 | SE | Handset registration |
| 306103 | Kelly Gregory | Apple MacBook Air M2 | 2026-05-11 13:41 | 9.27 hr | +1.3 | TAG | Screen flickering |
| 306159 | Kelly Gregory | HP ProDesk 400 G7 | 2026-07-14 10:50 | 8.45 hr | +0.5 | AB | Phishing report triage |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 8 | 28 Jan 2026 – 06 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 6 | 07 Jan 2026 – 12 Aug 2026 |
| Anne-Marie Cable | Printing | 5 | 05 Jan 2026 – 07 May 2026 |
| Kelly Gregory | Monitoring / server / security | 5 | 21 Jan 2026 – 14 Jul 2026 |
| Daniel Blacker | Monitoring / server / security | 5 | 23 Jan 2026 – 20 Jul 2026 |
| Karen Taylor | User administration | 5 | 09 Feb 2026 – 14 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 23 Feb 2026 – 13 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 5 | 16 Mar 2026 – 19 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Monitoring / server / security | 6 | 01 Jan 2026 – 19 May 2026 |
| HP ProBook 450 G6 | Printing | 5 | 05 Jan 2026 – 20 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 5 | 12 Jan 2026 – 18 Jun 2026 |
| HP t640 | Monitoring / server / security | 5 | 21 Jan 2026 – 20 Jul 2026 |
| Dell Wyse 5070 | Email / Microsoft 365 | 5 | 27 Jan 2026 – 19 Aug 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 4 | 08 Jan 2026 – 18 May 2026 |
| Dell Wyse 5070 | Monitoring / server / security | 4 | 13 Feb 2026 – 09 Jul 2026 |
| Dell Wyse 5070 | Hardware | 3 | 06 Feb 2026 – 30 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
195 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MAR446-100621 | 25 Aug 2026 | Incident · excluded | New starter setup User admin · KB · Site 2 | P4 | Closed | — | — | n/a |
| MAR446-100620 | 24 Aug 2026 | Quote · excluded | Printer offline Printing · ML · Head Office | P4 | Closed | — | — | n/a |
| MAR446-100619 | 21 Aug 2026 | Incident | Name change request User admin · SE · Branch | P4 | Resolved | 1.57 hr | 1.5 days | Met |
| MAR446-100618 | 20 Aug 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P1 | Closed | 2.69 hr | 10.4 hr | Met |
| MAR446-100617 | 19 Aug 2026 | Service Request | Message quarantined Email · AB · Head Office | P3 | Closed | 1.35 hr | 12.0 hr | Met |
| MAR446-100616 | 18 Aug 2026 | Service Request · excluded | Leaver process User admin · TAG · Branch | P3 | Resolved | — | — | n/a |
| MAR446-100615 | 17 Aug 2026 | Incident | MFA reset Security · KB · Remote | P3 | Closed | 4.88 hr | 1.3 days | Met |
| MAR446-100614 | 14 Aug 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Closed | 4.88 hr | 2.3 days | Met |
| MAR446-100613 | 13 Aug 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P4 | Resolved | 37.53 hr | 2.0 days | Missed |
| MAR446-100612 | 12 Aug 2026 | Service Request | Message quarantined Email · KB · Branch | P4 | Closed | 0.26 hr | 14.5 hr | Met |
| MAR446-100611 | 11 Aug 2026 | Service Request · excluded | Permission change User admin · TAG · Branch | P3 | Resolved | — | — | n/a |
| MAR446-100610 | 11 Aug 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 0.67 hr | 2.2 days | Met |
| MAR446-100609 | 10 Aug 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Resolved | 0.14 hr | 1.7 days | Met |
| MAR446-100608 | 07 Aug 2026 | Service Request | New printer driver rollout Printing · BK · Head Office | P2 | Closed | 1.50 hr | 13.3 hr | Met |
| MAR446-100607 | 06 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Closed | 0.86 hr | 21.0 hr | Met |
| MAR446-100606 | 06 Aug 2026 | Service Request | Distribution list change Email · KB · Site 2 | P3 | Closed | 0.35 hr | 17.9 hr | Met |
| MAR446-100605 | 05 Aug 2026 | Change | Message quarantined Email · TAG · Remote | P2 | Closed | 1.62 hr | 1.0 days | Met |
| MAR446-100604 | 05 Aug 2026 | Planned Install · excluded | Restore request Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| MAR446-100603 | 04 Aug 2026 | Incident · excluded | Voicemail not delivering Telephony · ML · Head Office | P4 | Closed | — | — | n/a |
| MAR446-100602 | 04 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Branch | P3 | Closed | 0.61 hr | 2.1 days | Met |
| MAR446-100601 | 02 Aug 2026 | Incident | Call quality issue Telephony · SE · Remote | P3 | Resolved | 0.27 hr | 1.9 days | Met |
| MAR446-100600 | 30 Jul 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P1 | Resolved | 0.99 hr | 6.7 hr | Met |
| MAR446-100599 | 29 Jul 2026 | Quote · excluded | Backup job failed Backup · ML · Branch | P4 | Resolved | — | — | n/a |
| MAR446-100598 | 24 Jul 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P4 | Closed | 1.09 hr | 2.1 days | Met |
| MAR446-100597 | 23 Jul 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 6.95 hr | 9.4 hr | Met |
| MAR446-100596 | 22 Jul 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P1 | Resolved | 2.61 hr | 0.1 hr | Met |
| MAR446-100595 | 22 Jul 2026 | Quote · excluded | Report not generating Line of business app · ML · Head Office | P3 | Resolved | — | — | n/a |
| MAR446-100594 | 21 Jul 2026 | Service Request | Licence renewal Line of business app · KB · Branch | P2 | Resolved | 0.07 hr | 1.6 days | Met |
| MAR446-100593 | 20 Jul 2026 | Change | Slow VPN Network · BK · Head Office | P3 | Closed | 5.71 hr | 10.6 hr | Met |
| MAR446-100592 | 20 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Resolved | 1.25 hr | 8.0 hr | Met |
| MAR446-100591 | 17 Jul 2026 | Service Request | Backup job failed Backup · BK · Remote | P3 | Closed | 0.63 hr | 14.6 hr | Met |
| MAR446-100590 | 16 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 0.72 hr | 2.5 days | Met |
| MAR446-100589 | 14 Jul 2026 | Incident | Phishing report triage Security · AB · Head Office | P4 | Closed | 8.45 hr | 9.2 hr | Missed |
| MAR446-100588 | 13 Jul 2026 | Incident · excluded | Handset registration Telephony · TAG · Branch | P2 | Closed | — | — | n/a |
| MAR446-100587 | 13 Jul 2026 | Service Request | MFA reset Security · ML · Head Office | P2 | Closed | 1.05 hr | 2.3 days | Met |
| MAR446-100586 | 10 Jul 2026 | Service Request | Voicemail not delivering Telephony · KB · Remote | P2 | Closed | 3.62 hr | 10.7 hr | Met |
| MAR446-100585 | 10 Jul 2026 | Incident | Scan to email failing Printing · KB · Branch | P3 | Closed | 0.45 hr | 5.9 hr | Met |
| MAR446-100584 | 09 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 0.70 hr | 0.8 hr | Met |
| MAR446-100583 | 09 Jul 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| MAR446-100582 | 08 Jul 2026 | Incident | Backup job failed Backup · AB · Remote | P3 | Closed | 0.85 hr | 11.4 hr | Met |
| MAR446-100581 | 07 Jul 2026 | Project · excluded | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| MAR446-100580 | 06 Jul 2026 | Service Request | Slow VPN Network · AB · Head Office | P3 | Closed | 0.69 hr | 1.3 days | Met |
| MAR446-100579 | 06 Jul 2026 | Incident | Slow VPN Network · SE · Site 2 | P3 | Closed | 1.01 hr | 1.7 days | Met |
| MAR446-100578 | 04 Jul 2026 | Incident | Handset registration Telephony · AB · Head Office | P2 | Closed | 1.40 hr | 2.2 days | Met |
| MAR446-100577 | 03 Jul 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 7.37 hr | 1.9 days | Met |
| MAR446-100576 | 02 Jul 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Resolved | — | — | n/a |
| MAR446-100575 | 01 Jul 2026 | Incident · excluded | Scan to email failing Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| MAR446-100574 | 30 Jun 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P3 | Closed | 1.08 hr | 2.1 days | Met |
| MAR446-100573 | 29 Jun 2026 | Incident · excluded | Scan to email failing Printing · KB · Remote | P3 | Resolved | — | — | n/a |
| MAR446-100572 | 26 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P4 | Closed | 3.84 hr | 2.5 days | Met |
| MAR446-100571 | 25 Jun 2026 | Project · excluded | Suspicious sign-in review Security · BK · Head Office | P4 | Closed | — | — | n/a |
| MAR446-100570 | 24 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P2 | Closed | 23.28 hr | 23.2 hr | Missed |
| MAR446-100569 | 23 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| MAR446-100568 | 23 Jun 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P2 | Closed | 5.97 hr | 16.4 hr | Met |
| MAR446-100567 | 22 Jun 2026 | Quote · excluded | Database timeout Line of business app · KB · Branch | P3 | Resolved | — | — | n/a |
| MAR446-100566 | 18 Jun 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Resolved | 0.42 hr | 2.1 days | Met |
| MAR446-100565 | 17 Jun 2026 | Incident | Message quarantined Email · BK · Head Office | P2 | Closed | 7.76 hr | 1.7 days | Met |
| MAR446-100564 | 16 Jun 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P4 | Resolved | 0.47 hr | 1.2 days | Met |
| MAR446-100563 | 16 Jun 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Resolved | 0.42 hr | 2.2 days | Met |
| MAR446-100562 | 14 Jun 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P4 | Closed | 4.94 hr | 22.7 hr | Met |
| MAR446-100561 | 14 Jun 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P2 | Resolved | 1.25 hr | 2.3 days | Met |
| MAR446-100560 | 12 Jun 2026 | Incident | New printer driver rollout Printing · KB · Remote | P3 | Resolved | 0.98 hr | 1.5 days | Met |
| MAR446-100559 | 12 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 1.13 hr | 1.2 days | Met |
| MAR446-100558 | 11 Jun 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 12.37 hr | 5.9 hr | Missed |
| MAR446-100557 | 10 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Remote | P3 | Closed | 6.89 hr | 2.0 days | Met |
| MAR446-100556 | 09 Jun 2026 | Service Request · excluded | Handset registration Telephony · SE · Branch | P3 | Closed | — | — | n/a |
| MAR446-100555 | 08 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| MAR446-100554 | 05 Jun 2026 | Incident | Restore request Backup · AB · Head Office | P2 | Resolved | 0.56 hr | 1.0 days | Met |
| MAR446-100553 | 03 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Resolved | 4.03 hr | 1.9 days | Met |
| MAR446-100552 | 02 Jun 2026 | Change | Spoofed email reported Email · ML · Branch | P1 | Closed | 1.98 hr | 7.8 hr | Met |
| MAR446-100551 | 02 Jun 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P2 | Resolved | 2.24 hr | 1.5 days | Met |
| MAR446-100550 | 01 Jun 2026 | Incident | Scan to email failing Printing · ML · Site 2 | P3 | Resolved | 5.24 hr | 2.5 days | Met |
| MAR446-100549 | 29 May 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Resolved | 0.84 hr | 1.1 days | Met |
| MAR446-100548 | 28 May 2026 | Project · excluded | Retention change Backup · SE · Head Office | P3 | Resolved | — | — | n/a |
| MAR446-100547 | 27 May 2026 | Change | Backup capacity review Backup · ML · Head Office | P4 | Resolved | 0.48 hr | 18.1 hr | Met |
| MAR446-100546 | 26 May 2026 | Service Request | Handset registration Telephony · AB · Head Office | P3 | Closed | 0.67 hr | 22.3 hr | Met |
| MAR446-100545 | 25 May 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P2 | Resolved | 0.23 hr | 2.9 hr | Met |
| MAR446-100544 | 25 May 2026 | Change | Toner replacement Printing · BK · Branch | P3 | Closed | 0.67 hr | 10.7 hr | Met |
| MAR446-100543 | 23 May 2026 | Incident | New printer driver rollout Printing · KB · Branch | P3 | Closed | 1.12 hr | 1.1 days | Met |
| MAR446-100542 | 19 May 2026 | Service Request | Retention change Backup · BK · Branch | P4 | Closed | 1.11 hr | 9.4 hr | Met |
| MAR446-100541 | 19 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P4 | Closed | 3.75 hr | 1.2 days | Met |
| MAR446-100540 | 18 May 2026 | Service Request | Site offline Network · TAG · Remote | P3 | Resolved | 1.51 hr | 1.3 days | Met |
| MAR446-100539 | 18 May 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | 1.45 hr | 2.0 days | Met |
| MAR446-100538 | 15 May 2026 | Quote · excluded | Switch port fault Network · TAG · Head Office | P2 | Resolved | — | — | n/a |
| MAR446-100537 | 13 May 2026 | Incident · excluded | Switch port fault Network · KB · Head Office | P3 | Closed | — | — | n/a |
| MAR446-100536 | 13 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| MAR446-100535 | 12 May 2026 | Incident | Retention change Backup · ML · Head Office | P4 | Closed | 1.24 hr | 2.4 days | Met |
| MAR446-100534 | 12 May 2026 | Service Request | Docking station not detected Hardware · KB · Remote | P4 | Closed | 5.80 hr | 1.7 days | Met |
| MAR446-100533 | 11 May 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 9.27 hr | 1.3 days | Missed |
| MAR446-100532 | 08 May 2026 | Incident | MFA reset Security · AB · Branch | P4 | Closed | 0.75 hr | 2.3 days | Met |
| MAR446-100531 | 08 May 2026 | Incident · excluded | Permission change User admin · ML · Remote | P3 | Closed | — | — | n/a |
| MAR446-100530 | 07 May 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P2 | Resolved | 0.39 hr | 1.3 days | Met |
| MAR446-100529 | 07 May 2026 | Incident | Toner replacement Printing · BK · Head Office | P3 | Resolved | 7.56 hr | 1.1 days | Met |
| MAR446-100528 | 05 May 2026 | Incident · excluded | Printer offline Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| MAR446-100527 | 05 May 2026 | Change | Report not generating Line of business app · SE · Head Office | P3 | Closed | 5.56 hr | 1.0 days | Met |
| MAR446-100526 | 02 May 2026 | Incident | Site offline Network · SE · Head Office | P2 | Resolved | — | — | n/a |
| MAR446-100525 | 01 May 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 1.00 hr | 6.9 hr | Met |
| MAR446-100524 | 01 May 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| MAR446-100523 | 29 Apr 2026 | Service Request | Suspicious sign-in review Security · AB · Remote | P3 | Closed | 0.37 hr | 1.6 days | Met |
| MAR446-100522 | 29 Apr 2026 | Service Request | Licence renewal Line of business app · ML · Site 2 | P4 | Closed | 5.42 hr | 1.8 days | Met |
| MAR446-100521 | 28 Apr 2026 | Service Request | Name change request User admin · BK · Head Office | P3 | Closed | 0.52 hr | 19.5 hr | Met |
| MAR446-100520 | 27 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Closed | 0.54 hr | 13.5 hr | Met |
| MAR446-100519 | 27 Apr 2026 | Incident | Printer offline Printing · ML · Head Office | P4 | Closed | 2.52 hr | 23.8 hr | Met |
| MAR446-100518 | 24 Apr 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 0.51 hr | 2.2 days | Met |
| MAR446-100517 | 24 Apr 2026 | Incident | Scan to email failing Printing · SE · Remote | P3 | Closed | 44.27 hr | 1.9 hr | Missed |
| MAR446-100516 | 23 Apr 2026 | Change | Replacement keyboard Hardware · KB · Branch | P4 | Closed | 1.15 hr | 1.3 days | Met |
| MAR446-100515 | 22 Apr 2026 | Service Request | Site offline Network · BK · Head Office | P2 | Resolved | 2.49 hr | 1.9 days | Met |
| MAR446-100514 | 20 Apr 2026 | Service Request | Switch port fault Network · SE · Head Office | P4 | Resolved | 1.28 hr | 1.7 days | Met |
| MAR446-100513 | 20 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | 0.57 hr | 2.1 days | Met |
| MAR446-100512 | 17 Apr 2026 | Incident | Screen flickering Hardware · SE · Head Office | P3 | Closed | 43.88 hr | 1.7 days | Missed |
| MAR446-100511 | 16 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Resolved | 26.31 hr | 2.2 days | Missed |
| MAR446-100510 | 15 Apr 2026 | Incident | Handset registration Telephony · AB · Branch | P3 | Resolved | 0.24 hr | 7.4 hr | Met |
| MAR446-100509 | 15 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 1.95 hr | 1.1 days | Met |
| MAR446-100508 | 14 Apr 2026 | Service Request | Scan to email failing Printing · AB · Site 2 | P2 | Closed | 3.88 hr | 19.9 hr | Met |
| MAR446-100507 | 14 Apr 2026 | Service Request · excluded | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | — | — | n/a |
| MAR446-100506 | 13 Apr 2026 | Change | New starter setup User admin · SE · Head Office | P3 | Resolved | 0.16 hr | 0.9 hr | Met |
| MAR446-100505 | 09 Apr 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P3 | Resolved | 7.30 hr | 1.5 days | Met |
| MAR446-100504 | 08 Apr 2026 | Service Request | MFA reset Security · AB · Branch | P3 | Closed | 4.39 hr | 12.9 hr | Met |
| MAR446-100503 | 07 Apr 2026 | Quote · excluded | Switch port fault Network · ML · Head Office | P3 | Closed | — | — | n/a |
| MAR446-100502 | 06 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 0.19 hr | 1.3 days | Met |
| MAR446-100501 | 06 Apr 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 37.56 hr | 2.3 days | Missed |
| MAR446-100500 | 02 Apr 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P4 | Resolved | 1.36 hr | 4.9 hr | Met |
| MAR446-100499 | 02 Apr 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Branch | P4 | Closed | 0.60 hr | 2.1 days | Met |
| MAR446-100498 | 31 Mar 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P2 | Resolved | 4.55 hr | 17.4 hr | Met |
| MAR446-100497 | 31 Mar 2026 | Quote · excluded | Retention change Backup · TAG · Remote | P3 | Closed | — | — | n/a |
| MAR446-100496 | 30 Mar 2026 | Service Request | Name change request User admin · SE · Head Office | P3 | Closed | 1.07 hr | 1.0 days | Met |
| MAR446-100495 | 26 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 4.41 hr | 2.2 days | Met |
| MAR446-100494 | 25 Mar 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Resolved | 36.41 hr | 1.1 days | Missed |
| MAR446-100493 | 25 Mar 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P2 | Resolved | 1.85 hr | 1.9 days | Met |
| MAR446-100492 | 24 Mar 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| MAR446-100491 | 23 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Remote | P2 | Resolved | 4.06 hr | 10.1 hr | Met |
| MAR446-100490 | 20 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Closed | 2.44 hr | 10.8 hr | Met |
| MAR446-100489 | 20 Mar 2026 | Quote · excluded | New extension setup Telephony · KB · Head Office | P4 | Resolved | — | — | n/a |
| MAR446-100488 | 18 Mar 2026 | Incident · excluded | Mailbox delegation Email · SE · Branch | P3 | Resolved | — | — | n/a |
| MAR446-100487 | 18 Mar 2026 | Service Request · excluded | Switch port fault Network · AB · Remote | P1 | Closed | — | — | n/a |
| MAR446-100486 | 16 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Closed | 0.22 hr | 2.3 days | Met |
| MAR446-100485 | 12 Mar 2026 | Service Request | Message quarantined Email · SE · Remote | P3 | Resolved | 0.73 hr | 1.9 days | Met |
| MAR446-100484 | 10 Mar 2026 | Quote · excluded | Leaver process User admin · BK · Branch | P3 | Closed | — | — | n/a |
| MAR446-100483 | 06 Mar 2026 | Service Request | Retention change Backup · TAG · Head Office | P1 | Closed | 14.52 hr | 11.4 hr | Missed |
| MAR446-100482 | 05 Mar 2026 | Quote · excluded | Spoofed email reported Email · KB · Head Office | P3 | Resolved | — | — | n/a |
| MAR446-100481 | 05 Mar 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P3 | Closed | 3.87 hr | 2.2 days | Met |
| MAR446-100480 | 04 Mar 2026 | Incident · excluded | Handset registration Telephony · ML · Remote | P3 | Resolved | — | — | n/a |
| MAR446-100479 | 02 Mar 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 2.87 hr | 4.2 hr | Met |
| MAR446-100478 | 02 Mar 2026 | Service Request | Retention change Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| MAR446-100477 | 27 Feb 2026 | Change · excluded | Replacement keyboard Hardware · KB · Branch | P3 | Closed | — | — | n/a |
| MAR446-100476 | 26 Feb 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| MAR446-100475 | 26 Feb 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | — | — | n/a |
| MAR446-100474 | 25 Feb 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Resolved | 0.82 hr | 1.9 days | Met |
| MAR446-100473 | 23 Feb 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Resolved | 0.15 hr | 2.1 days | Met |
| MAR446-100472 | 20 Feb 2026 | Change | Toner replacement Printing · KB · Head Office | P3 | Resolved | 40.10 hr | 1.7 days | Missed |
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.