SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 43 records in this selection sit outside that — quotes, projects and planned installs, plus 23 calls billed time and materials. They stay visible for volume context.
Service performance
84 eligible records in this yearAverage first response
5.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
85.4%
12 call(s) over the 8-hour target
First-time fix
83.1%
Where the source records the field
Volume
Contract calls
84
127 calls logged in the period
Off contract
23
£5,575.5 chargeable
Open / closed
2 / 125
Across the selected period
Data-quality gaps
2
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
84
records
- Printing13
- Network12
- Backup12
- Telephony10
- Email8
- Line of business app6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 84 | 5.09 hr | 85.4% | 12 | 43 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Damian Armstrong | 12 | 4.67 hr | 75% | 3 |
| Karen Taylor | 11 | 5.42 hr | 91% | 1 |
| Kelly Gregory | 10 | 2.87 hr | 90% | 1 |
| Stacey Thomas | 7 | 10.35 hr | 86% | 1 |
| Barry Ebbs | 7 | 5.63 hr | 57% | 3 |
| Julie Herbert | 6 | 17.60 hr | 67% | 2 |
| Daniel Blacker | 6 | 3.33 hr | 83% | 1 |
| Chloe Dempsey | 6 | 2.40 hr | 100% | 0 |
| (Not recorded) | 5 | 1.53 hr | 100% | 0 |
| Anne-Marie Cable | 5 | 0.88 hr | 100% | 0 |
| Aiden Higgins | 4 | 2.18 hr | 100% | 0 |
| Rachael Parkin | 3 | 0.75 hr | 100% | 0 |
12 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 69.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304697 | Julie Herbert | HP EliteBook 840 G9 | 2026-06-23 15:32 | 77.69 hr | +69.7 | SE | Backup capacity review |
| 304614 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-01-09 16:09 | 61.24 hr | +53.2 | BK | Message quarantined |
| 304617 | Karen Taylor | Dell OptiPlex 7010 | 2026-01-15 10:24 | 38.89 hr | +30.9 | AB | Message quarantined |
| 304688 | Julie Herbert | Lenovo ThinkPad T14 | 2026-06-07 08:50 | 18.33 hr | +10.3 | TAG | Switch port fault |
| 304675 | Damian Armstrong | Samsung Galaxy A54 | 2026-05-18 13:08 | 14.00 hr | +6.0 | BK | Phishing report triage |
| 304711 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-07-14 13:33 | 13.72 hr | +5.7 | KB | New extension setup |
| 304700 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-06-26 09:50 | 11.58 hr | +3.6 | BK | Outlook not syncing |
| 304628 | Daniel Blacker | Apple MacBook Pro 14 | 2026-02-10 15:22 | 11.31 hr | +3.3 | KB | MFA reset |
| 304650 | Barry Ebbs | Dell Latitude E7470 | 2026-03-26 08:17 | 10.73 hr | +2.7 | ML | SharePoint permission request |
| 304652 | Barry Ebbs | Apple MacBook Air M2 | 2026-03-30 13:48 | 10.39 hr | +2.4 | ML | Switch port fault |
| 304619 | Damian Armstrong | HP ProBook 450 G6 | 2026-01-19 15:19 | 9.49 hr | +1.5 | SE | Endpoint alert investigation |
| 304686 | Barry Ebbs | HP ProDesk 400 G7 | 2026-06-04 14:38 | 8.74 hr | +0.7 | KB | Message quarantined |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Damian Armstrong | Monitoring / server / security | 7 | 02 Jan 2026 – 03 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 01 Jan 2026 – 06 Aug 2026 |
| Stacey Thomas | Backup / restore | 3 | 04 Mar 2026 – 20 May 2026 |
| Barry Ebbs | Email / Microsoft 365 | 3 | 26 Mar 2026 – 30 Jul 2026 |
| Damian Armstrong | Email / Microsoft 365 | 3 | 26 Jun 2026 – 17 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Monitoring / server / security | 4 | 02 Jan 2026 – 06 Aug 2026 |
| HP EliteBook 840 G9 | Backup / restore | 4 | 18 Mar 2026 – 16 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 4 | 26 Mar 2026 – 17 Aug 2026 |
| Samsung Galaxy S23 | Printing | 4 | 08 Apr 2026 – 07 Jul 2026 |
| Dell Latitude E7470 | Line of business app | 3 | 06 Jan 2026 – 15 Jul 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 30 Mar 2026 – 29 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
127 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MIC375-100390 | 25 Aug 2026 | Incident | Restore request Backup · SE · Remote | P2 | In Progress | — | — | n/a |
| MIC375-100389 | 24 Aug 2026 | Incident | Printer offline Printing · ML · Branch | P2 | Resolved | 2.37 hr | 18.2 hr | Met |
| MIC375-100388 | 21 Aug 2026 | Service Request | Handset registration Telephony · KB · Remote | P2 | Closed | 1.33 hr | 2.0 days | Met |
| MIC375-100387 | 19 Aug 2026 | Incident | Retention change Backup · TAG · Branch | P3 | Closed | 3.35 hr | 1.9 days | Met |
| MIC375-100386 | 17 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 1.04 hr | 2.2 days | Met |
| MIC375-100385 | 16 Aug 2026 | Service Request | Backup capacity review Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| MIC375-100384 | 14 Aug 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.07 hr | 21.6 hr | Met |
| MIC375-100383 | 13 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| MIC375-100382 | 12 Aug 2026 | Service Request · excluded | Site offline Network · BK · Remote | P4 | Closed | — | — | n/a |
| MIC375-100381 | 11 Aug 2026 | Service Request | Message quarantined Email · KB · Head Office | P3 | Closed | 3.27 hr | 2.1 days | Met |
| MIC375-100380 | 10 Aug 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | In Progress | — | — | n/a |
| MIC375-100379 | 07 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Remote | P4 | Closed | — | — | n/a |
| MIC375-100378 | 06 Aug 2026 | Service Request | Endpoint alert investigation Security · BK · Remote | P4 | Closed | 1.06 hr | 1.6 days | Met |
| MIC375-100377 | 05 Aug 2026 | Incident | New starter setup User admin · ML · Branch | P3 | Closed | 1.09 hr | 20.6 hr | Met |
| MIC375-100376 | 04 Aug 2026 | Incident · excluded | Switch port fault Network · ML · Remote | P4 | Resolved | — | — | n/a |
| MIC375-100375 | 03 Aug 2026 | Incident | Switch port fault Network · ML · Remote | P4 | Closed | 6.50 hr | 12.9 hr | Met |
| MIC375-100374 | 30 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Remote | P3 | Resolved | 1.21 hr | 2.4 days | Met |
| MIC375-100373 | 29 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Resolved | 3.38 hr | 11.4 hr | Met |
| MIC375-100372 | 28 Jul 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P4 | Closed | 0.71 hr | 22.2 hr | Met |
| MIC375-100371 | 27 Jul 2026 | Incident | Site offline Network · AB · Head Office | P4 | Closed | 5.65 hr | 23.7 hr | Met |
| MIC375-100370 | 20 Jul 2026 | Service Request | Scan to email failing Printing · ML · Site 2 | P3 | Closed | 0.17 hr | 2.0 days | Met |
| MIC375-100369 | 19 Jul 2026 | Incident | Name change request User admin · KB · Branch | P3 | Resolved | 5.83 hr | 19.1 hr | Met |
| MIC375-100368 | 17 Jul 2026 | Change | Printer offline Printing · TAG · Remote | P3 | Closed | 0.93 hr | 19.3 hr | Met |
| MIC375-100367 | 16 Jul 2026 | Change | Message quarantined Email · KB · Head Office | P4 | Resolved | 6.33 hr | 2.0 days | Met |
| MIC375-100366 | 15 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Branch | P1 | Closed | 1.06 hr | 3.5 hr | Met |
| MIC375-100365 | 14 Jul 2026 | Service Request | New extension setup Telephony · KB · Branch | P3 | Closed | 13.72 hr | 21.8 hr | Missed |
| MIC375-100364 | 13 Jul 2026 | Service Request · excluded | Permission change User admin · ML · Head Office | P4 | Resolved | — | — | n/a |
| MIC375-100363 | 10 Jul 2026 | Change | New extension setup Telephony · KB · Branch | P4 | Resolved | 4.06 hr | 1.9 days | Met |
| MIC375-100362 | 09 Jul 2026 | Service Request | Leaver process User admin · TAG · Head Office | P4 | Resolved | 1.16 hr | 21.3 hr | Met |
| MIC375-100361 | 08 Jul 2026 | Quote · excluded | New printer driver rollout Printing · BK · Branch | P2 | Closed | — | — | n/a |
| MIC375-100360 | 07 Jul 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P2 | Resolved | 3.04 hr | 1.6 days | Met |
| MIC375-100359 | 06 Jul 2026 | Quote · excluded | Toner replacement Printing · ML · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100358 | 02 Jul 2026 | Incident | New extension setup Telephony · ML · Head Office | P3 | Resolved | 0.34 hr | 2.2 days | Met |
| MIC375-100357 | 30 Jun 2026 | Incident | Retention change Backup · KB · Remote | P3 | Closed | 1.04 hr | 1.7 days | Met |
| MIC375-100356 | 29 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Closed | 5.15 hr | 1.4 days | Met |
| MIC375-100355 | 27 Jun 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Closed | 1.15 hr | 0.5 hr | Met |
| MIC375-100354 | 26 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P4 | Closed | 11.58 hr | 2.1 days | Missed |
| MIC375-100353 | 25 Jun 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 2.29 hr | 1.3 days | Met |
| MIC375-100352 | 24 Jun 2026 | Quote · excluded | Name change request User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| MIC375-100351 | 23 Jun 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 77.69 hr | 1.4 days | Missed |
| MIC375-100350 | 19 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Remote | P2 | Closed | 0.20 hr | 2.2 hr | Met |
| MIC375-100349 | 18 Jun 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100348 | 17 Jun 2026 | Incident · excluded | Toner replacement Printing · AB · Branch | P3 | Resolved | — | — | n/a |
| MIC375-100347 | 15 Jun 2026 | Service Request | Toner replacement Printing · AB · Branch | P4 | Closed | 3.81 hr | 2.3 days | Met |
| MIC375-100346 | 12 Jun 2026 | Service Request · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| MIC375-100345 | 11 Jun 2026 | Quote · excluded | Mailbox delegation Email · TAG · Remote | P2 | Resolved | — | — | n/a |
| MIC375-100344 | 10 Jun 2026 | Service Request · excluded | Toner replacement Printing · AB · Head Office | P2 | Closed | — | — | n/a |
| MIC375-100343 | 09 Jun 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Closed | 0.58 hr | 2.4 days | Met |
| MIC375-100342 | 07 Jun 2026 | Change | Switch port fault Network · TAG · Head Office | P4 | Closed | 18.33 hr | 10.9 hr | Missed |
| MIC375-100341 | 05 Jun 2026 | Quote · excluded | New starter setup User admin · BK · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100340 | 04 Jun 2026 | Incident | Message quarantined Email · KB · Head Office | P3 | Resolved | 8.74 hr | 2.5 days | Missed |
| MIC375-100339 | 03 Jun 2026 | Change · excluded | Laptop will not boot Hardware · AB · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100338 | 02 Jun 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 1.42 hr | 1.4 days | Met |
| MIC375-100337 | 29 May 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| MIC375-100336 | 27 May 2026 | Change | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 1.45 hr | 2.2 days | Met |
| MIC375-100335 | 26 May 2026 | Service Request · excluded | Backup capacity review Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| MIC375-100334 | 25 May 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Closed | 0.69 hr | 12.1 hr | Met |
| MIC375-100333 | 22 May 2026 | Service Request | Slow VPN Network · AB · Head Office | P3 | Closed | 0.38 hr | 1.6 days | Met |
| MIC375-100332 | 21 May 2026 | Service Request · excluded | Call quality issue Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100331 | 20 May 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Closed | 0.90 hr | 1.1 days | Met |
| MIC375-100330 | 19 May 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P4 | Closed | 0.70 hr | 2.0 days | Met |
| MIC375-100329 | 18 May 2026 | Service Request | Phishing report triage Security · BK · Head Office | P4 | Resolved | 14.00 hr | 2.3 days | Missed |
| MIC375-100328 | 13 May 2026 | Service Request | New starter setup User admin · BK · Head Office | P3 | Closed | 0.78 hr | 2.1 days | Met |
| MIC375-100327 | 12 May 2026 | Incident · excluded | Phishing report triage Security · SE · Head Office | P3 | Closed | — | — | n/a |
| MIC375-100326 | 11 May 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | 1.38 hr | 19.2 hr | Met |
| MIC375-100325 | 08 May 2026 | Service Request | Backup job failed Backup · KB · Remote | P4 | Closed | 0.20 hr | 22.0 hr | Met |
| MIC375-100324 | 07 May 2026 | Project · excluded | Distribution list change Email · TAG · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100323 | 04 May 2026 | Service Request | Message quarantined Email · ML · Remote | P4 | Closed | 0.97 hr | 22.3 hr | Met |
| MIC375-100322 | 01 May 2026 | Service Request · excluded | Name change request User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| MIC375-100321 | 29 Apr 2026 | Service Request · excluded | Screen flickering Hardware · ML · Branch | P3 | Resolved | — | — | n/a |
| MIC375-100320 | 27 Apr 2026 | Service Request | Distribution list change Email · ML · Remote | P3 | Closed | 0.28 hr | 1.2 days | Met |
| MIC375-100319 | 23 Apr 2026 | Planned Install · excluded | New extension setup Telephony · ML · Branch | P3 | Closed | — | — | n/a |
| MIC375-100318 | 22 Apr 2026 | Service Request · excluded | Handset registration Telephony · KB · Head Office | P1 | Resolved | — | — | n/a |
| MIC375-100317 | 21 Apr 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| MIC375-100316 | 20 Apr 2026 | Incident | Toner replacement Printing · TAG · Branch | P4 | Closed | 0.69 hr | 1.9 days | Met |
| MIC375-100315 | 17 Apr 2026 | Service Request · excluded | Mailbox delegation Email · BK · Head Office | P2 | Closed | — | — | n/a |
| MIC375-100314 | 16 Apr 2026 | Service Request · excluded | Distribution list change Email · AB · Site 2 | P4 | Resolved | — | — | n/a |
| MIC375-100313 | 15 Apr 2026 | Service Request | Phishing report triage Security · AB · Head Office | P1 | Closed | 1.34 hr | 15.9 hr | Met |
| MIC375-100312 | 14 Apr 2026 | Project · excluded | Handset registration Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| MIC375-100311 | 13 Apr 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P4 | Closed | 0.81 hr | 2.0 days | Met |
| MIC375-100310 | 08 Apr 2026 | Service Request | Printer offline Printing · AB · Head Office | P4 | Resolved | 0.33 hr | 20.9 hr | Met |
| MIC375-100309 | 06 Apr 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · BK · Remote | P4 | Closed | — | — | n/a |
| MIC375-100308 | 02 Apr 2026 | Quote · excluded | Name change request User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| MIC375-100307 | 01 Apr 2026 | Incident | Name change request User admin · TAG · Head Office | P3 | Resolved | 3.94 hr | 4.3 hr | Met |
| MIC375-100306 | 30 Mar 2026 | Service Request | Switch port fault Network · ML · Head Office | P3 | Closed | 10.39 hr | 13.9 hr | Missed |
| MIC375-100305 | 27 Mar 2026 | Service Request · excluded | Database timeout Line of business app · BK · Head Office | P1 | Closed | — | — | n/a |
| MIC375-100304 | 26 Mar 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | 10.73 hr | 20.0 hr | Missed |
| MIC375-100303 | 23 Mar 2026 | Incident | Backup job failed Backup · TAG · Head Office | P3 | Resolved | 0.59 hr | 1.7 days | Met |
| MIC375-100302 | 19 Mar 2026 | Incident · excluded | Retention change Backup · KB · Head Office | P2 | Resolved | — | — | n/a |
| MIC375-100301 | 18 Mar 2026 | Incident | Restore request Backup · KB · Branch | P3 | Closed | 0.30 hr | 1.2 days | Met |
| MIC375-100300 | 16 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P4 | Closed | 5.71 hr | 18.3 hr | Met |
| MIC375-100299 | 12 Mar 2026 | Incident | Slow VPN Network · BK · Branch | P2 | Closed | 5.65 hr | 3.5 hr | Met |
| MIC375-100298 | 11 Mar 2026 | Change | Site offline Network · BK · Head Office | P3 | Resolved | 1.21 hr | 1.6 hr | Met |
| MIC375-100297 | 10 Mar 2026 | Incident | Scan to email failing Printing · ML · Branch | P4 | Resolved | 1.38 hr | 1.6 days | Met |
| MIC375-100296 | 09 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | 0.08 hr | 1.1 days | Met |
| MIC375-100295 | 06 Mar 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 1.28 hr | 1.4 days | Met |
| MIC375-100294 | 05 Mar 2026 | Quote · excluded | Slow VPN Network · ML · Head Office | P2 | Closed | — | — | n/a |
| MIC375-100293 | 04 Mar 2026 | Incident | Retention change Backup · TAG · Branch | P3 | Closed | 0.94 hr | 1.4 days | Met |
| MIC375-100292 | 03 Mar 2026 | Project · excluded | Scan to email failing Printing · TAG · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100291 | 02 Mar 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Closed | 1.24 hr | 12.9 hr | Met |
| MIC375-100290 | 26 Feb 2026 | Service Request | Toner replacement Printing · ML · Head Office | P3 | Resolved | 0.97 hr | 1.4 days | Met |
| MIC375-100289 | 23 Feb 2026 | Service Request | Scan to email failing Printing · AB · Branch | P2 | Closed | 5.66 hr | 1.9 days | Met |
| MIC375-100288 | 20 Feb 2026 | Incident · excluded | Name change request User admin · SE · Head Office | P4 | Resolved | — | — | n/a |
| MIC375-100287 | 17 Feb 2026 | Project · excluded | Backup job failed Backup · SE · Remote | P3 | Resolved | — | — | n/a |
| MIC375-100286 | 16 Feb 2026 | Service Request | Docking station not detected Hardware · AB · Remote | P3 | Closed | 0.78 hr | 2.2 days | Met |
| MIC375-100285 | 13 Feb 2026 | Planned Install · excluded | New printer driver rollout Printing · BK · Head Office | P4 | Closed | — | — | n/a |
| MIC375-100284 | 12 Feb 2026 | Incident | Handset registration Telephony · KB · Branch | P3 | Resolved | 2.76 hr | 0.5 hr | Met |
| MIC375-100283 | 11 Feb 2026 | Incident | Leaver process User admin · KB · Head Office | P4 | Closed | 1.66 hr | 12.8 hr | Met |
| MIC375-100282 | 10 Feb 2026 | Service Request | MFA reset Security · KB · Head Office | P2 | Resolved | 11.31 hr | 16.0 hr | Missed |
| MIC375-100281 | 09 Feb 2026 | Project · excluded | Switch port fault Network · BK · Remote | P3 | Resolved | — | — | n/a |
| MIC375-100280 | 05 Feb 2026 | Service Request | Backup capacity review Backup · SE · Remote | P3 | Closed | 5.50 hr | 0.4 hr | Met |
| MIC375-100279 | 03 Feb 2026 | Incident | Voicemail not delivering Telephony · TAG · Branch | P3 | Resolved | 1.35 hr | 1.2 days | Met |
| MIC375-100278 | 31 Jan 2026 | Incident | Licence renewal Line of business app · ML · Branch | P3 | Resolved | 0.51 hr | 3.1 hr | Met |
| MIC375-100277 | 29 Jan 2026 | Incident | New extension setup Telephony · KB · Branch | P3 | Closed | 1.23 hr | 1.9 days | Met |
| MIC375-100276 | 26 Jan 2026 | Quote · excluded | Spoofed email reported Email · TAG · Branch | P2 | Resolved | — | — | n/a |
| MIC375-100275 | 22 Jan 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 3.23 hr | 6.8 hr | Met |
| MIC375-100274 | 21 Jan 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P4 | Closed | 0.97 hr | 1.1 days | Met |
| MIC375-100273 | 19 Jan 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P3 | Closed | 9.49 hr | 4.6 hr | Missed |
| MIC375-100272 | 16 Jan 2026 | Incident | Toner replacement Printing · TAG · Head Office | P4 | Closed | 0.69 hr | 2.4 hr | Met |
| MIC375-100271 | 15 Jan 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Resolved | 38.89 hr | 12.4 hr | Missed |
| MIC375-100270 | 14 Jan 2026 | Project · excluded | Phishing report triage Security · AB · Branch | P3 | Resolved | — | — | n/a |
| MIC375-100269 | 13 Jan 2026 | Project · excluded | MFA reset Security · AB · Branch | P4 | Closed | — | — | n/a |
| MIC375-100268 | 09 Jan 2026 | Service Request | Message quarantined Email · BK · Site 2 | P4 | Resolved | 61.24 hr | 1.7 days | Missed |
| MIC375-100267 | 07 Jan 2026 | Quote · excluded | Name change request User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| MIC375-100266 | 06 Jan 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 1.48 hr | 2.1 days | Met |
| MIC375-100265 | 02 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 0.10 hr | 2.4 days | Met |
| MIC375-100264 | 01 Jan 2026 | Incident | Slow VPN Network · ML · Branch | P3 | Resolved | 1.89 hr | 14.6 hr | 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.