SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 16 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
31 eligible records in this yearAverage first response
8.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.1%
4 call(s) over the 8-hour target
First-time fix
71.0%
Where the source records the field
Volume
Contract calls
31
47 calls logged in the period
Off contract
8
£1,500.75 chargeable
Open / closed
2 / 45
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
31
records
- Line of business app5
- Network5
- Security4
- Email4
- Printing3
- User admin3
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 31 | 8.77 hr | 87.1% | 4 | 16 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 7 | 7.30 hr | 86% | 1 |
| Karen Taylor | 5 | 28.19 hr | 80% | 1 |
| Kelly Gregory | 4 | 1.87 hr | 100% | 0 |
| Chloe Dempsey | 4 | 11.28 hr | 75% | 1 |
| Rachael Parkin | 4 | 3.05 hr | 100% | 0 |
| Damian Armstrong | 2 | 4.94 hr | 50% | 1 |
| Aiden Higgins | 2 | 1.38 hr | 100% | 0 |
| Barry Ebbs | 1 | 1.34 hr | 100% | 0 |
| Julie Herbert | 1 | 0.63 hr | 100% | 0 |
| Stacey Thomas | 1 | 0.45 hr | 100% | 0 |
4 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 120.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307441 | Karen Taylor | Apple iPhone 12 | 2026-06-24 17:56 | 128.35 hr | +120.3 | AB | Site offline |
| 307449 | Anne-Marie Cable | IGEL UD3 | 2026-08-07 12:21 | 38.20 hr | +30.2 | TAG | Message quarantined |
| 307428 | Chloe Dempsey | HP t640 | 2026-05-07 16:19 | 38.16 hr | +30.2 | KB | Application crash on launch |
| 307424 | Damian Armstrong | HP t640 | 2026-04-13 10:16 | 8.76 hr | +0.8 | KB | Screen flickering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 5 | 08 Jan 2026 – 29 Jun 2026 |
| Anne-Marie Cable | Line of business app | 3 | 14 Jan 2026 – 12 Aug 2026 |
| Rachael Parkin | Email / Microsoft 365 | 3 | 20 Apr 2026 – 16 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP t640 | Line of business app | 3 | 14 Jan 2026 – 12 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
47 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MEL388-100137 | 23 Aug 2026 | Incident | Leaver process User admin · ML · Head Office | P2 | Closed | 0.45 hr | 1.7 days | Met |
| MEL388-100136 | 21 Aug 2026 | Service Request | MFA reset Security · BK · Head Office | P3 | Resolved | 0.45 hr | 2.0 days | Met |
| MEL388-100135 | 20 Aug 2026 | Incident · excluded | New extension setup Telephony · ML · Head Office | P4 | Open | — | — | n/a |
| MEL388-100134 | 14 Aug 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.17 hr | 1.9 days | Met |
| MEL388-100133 | 13 Aug 2026 | Service Request | Replacement keyboard Hardware · AB · Head Office | P4 | Resolved | 0.63 hr | 1.3 days | Met |
| MEL388-100132 | 12 Aug 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 1.00 hr | 1.1 days | Met |
| MEL388-100131 | 07 Aug 2026 | Incident | Message quarantined Email · TAG · Head Office | P2 | Resolved | 38.20 hr | 8.5 hr | Missed |
| MEL388-100130 | 04 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Remote | P4 | Closed | 1.34 hr | 1.1 days | Met |
| MEL388-100129 | 31 Jul 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Remote | P4 | Closed | — | — | n/a |
| MEL388-100128 | 27 Jul 2026 | Incident | Restore request Backup · AB · Remote | P3 | Closed | 0.43 hr | 19.4 hr | Met |
| MEL388-100127 | 14 Jul 2026 | Quote · excluded | Site offline Network · KB · Head Office | P4 | Open | — | — | n/a |
| MEL388-100126 | 08 Jul 2026 | Planned Install · excluded | Scan to email failing Printing · TAG · Head Office | P2 | Closed | — | — | n/a |
| MEL388-100125 | 29 Jun 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Closed | 1.29 hr | 1.3 days | Met |
| MEL388-100124 | 25 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Site 2 | P1 | Closed | 5.97 hr | 2.2 hr | Met |
| MEL388-100123 | 24 Jun 2026 | Service Request | Site offline Network · AB · Site 2 | P3 | Closed | 128.35 hr | 11.6 hr | Missed |
| MEL388-100122 | 23 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Closed | 0.69 hr | 1.3 days | Met |
| MEL388-100121 | 22 Jun 2026 | Service Request | Toner replacement Printing · SE · Head Office | P3 | Resolved | 6.37 hr | 11.9 hr | Met |
| MEL388-100120 | 16 Jun 2026 | Incident | Distribution list change Email · TAG · Head Office | P3 | Closed | 1.40 hr | 4.5 hr | Met |
| MEL388-100119 | 12 Jun 2026 | Service Request · excluded | Database timeout Line of business app · AB · Head Office | P4 | Closed | — | — | n/a |
| MEL388-100118 | 11 Jun 2026 | Project · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| MEL388-100117 | 03 Jun 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 0.94 hr | 1.5 days | Met |
| MEL388-100116 | 02 Jun 2026 | Incident · excluded | Laptop will not boot Hardware · TAG · Remote | P4 | Closed | — | — | n/a |
| MEL388-100115 | 29 May 2026 | Quote · excluded | Site offline Network · SE · Branch | P3 | Closed | — | — | n/a |
| MEL388-100114 | 28 May 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| MEL388-100113 | 26 May 2026 | Planned Install · excluded | Message quarantined Email · BK · Head Office | P1 | Closed | — | — | n/a |
| MEL388-100112 | 22 May 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P4 | Resolved | — | — | n/a |
| MEL388-100111 | 21 May 2026 | Incident | Distribution list change Email · ML · Head Office | P4 | Closed | 3.88 hr | 2.2 days | Met |
| MEL388-100110 | 07 May 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 38.16 hr | 2.4 days | Missed |
| MEL388-100109 | 21 Apr 2026 | Incident · excluded | Mailbox delegation Email · AB · Head Office | P2 | Resolved | — | — | n/a |
| MEL388-100108 | 20 Apr 2026 | Incident | Spoofed email reported Email · ML · Branch | P3 | Resolved | 6.76 hr | 9.4 hr | Met |
| MEL388-100107 | 14 Apr 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Resolved | 1.38 hr | 1.5 days | Met |
| MEL388-100106 | 13 Apr 2026 | Incident | Screen flickering Hardware · KB · Site 2 | P2 | Closed | 8.76 hr | 1.2 days | Missed |
| MEL388-100105 | 03 Apr 2026 | Service Request · excluded | Phishing report triage Security · AB · Head Office | P2 | Resolved | — | — | n/a |
| MEL388-100104 | 27 Mar 2026 | Service Request | New starter setup User admin · TAG · Head Office | P4 | Closed | 5.81 hr | 1.3 days | Met |
| MEL388-100103 | 19 Mar 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | 5.85 hr | 1.1 days | Met |
| MEL388-100102 | 13 Mar 2026 | Incident | Handset registration Telephony · BK · Remote | P1 | Closed | 0.97 hr | 4.5 hr | Met |
| MEL388-100101 | 12 Mar 2026 | Service Request | Suspicious sign-in review Security · ML · Branch | P4 | Closed | 3.67 hr | 1.2 days | Met |
| MEL388-100100 | 13 Feb 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 1.82 hr | 1.5 days | Met |
| MEL388-100099 | 04 Feb 2026 | Incident · excluded | Message quarantined Email · ML · Remote | P3 | Closed | — | — | n/a |
| MEL388-100098 | 02 Feb 2026 | Incident | Report not generating Line of business app · SE · Branch | P4 | Resolved | 1.90 hr | 2.5 days | Met |
| MEL388-100097 | 30 Jan 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Resolved | 0.13 hr | 11.7 hr | Met |
| MEL388-100096 | 27 Jan 2026 | Incident · excluded | Backup capacity review Backup · SE · Head Office | P4 | Resolved | — | — | n/a |
| MEL388-100095 | 23 Jan 2026 | Planned Install · excluded | Slow VPN Network · SE · Head Office | P2 | Resolved | — | — | n/a |
| MEL388-100094 | 14 Jan 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Closed | 1.28 hr | 11.6 hr | Met |
| MEL388-100093 | 08 Jan 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P2 | Resolved | 1.67 hr | 8.7 hr | Met |
| MEL388-100092 | 07 Jan 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P2 | Closed | 1.12 hr | 2.1 days | Met |
| MEL388-100091 | 06 Jan 2026 | Change | Toner replacement Printing · SE · Remote | P3 | Resolved | 1.07 hr | 1.4 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.