SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 23 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
72 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
88.2%
8 call(s) over the 8-hour target
First-time fix
77.1%
Where the source records the field
Volume
Contract calls
72
95 calls logged in the period
Off contract
8
£4,196.25 chargeable
Open / closed
5 / 90
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
72
records
- Telephony11
- Hardware10
- Microsoft 3658
- Security8
- Line of business app8
- User admin7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 72 | 4.05 hr | 88.2% | 8 | 23 |
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 | 12 | 3.12 hr | 91% | 1 |
| Karen Taylor | 9 | 1.45 hr | 100% | 0 |
| Chloe Dempsey | 8 | 5.23 hr | 86% | 1 |
| Julie Herbert | 6 | 3.97 hr | 100% | 0 |
| (Not recorded) | 6 | 6.70 hr | 50% | 3 |
| Kelly Gregory | 5 | 2.94 hr | 100% | 0 |
| Barry Ebbs | 5 | 6.80 hr | 80% | 1 |
| Stacey Thomas | 5 | 1.30 hr | 100% | 0 |
| Aiden Higgins | 4 | 2.84 hr | 100% | 0 |
| Damian Armstrong | 4 | 2.69 hr | 75% | 1 |
| Daniel Blacker | 3 | 3.51 hr | 100% | 0 |
| Phil Jenkins | 3 | 14.08 hr | 67% | 1 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 32.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305346 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-06-25 11:26 | 40.61 hr | +32.6 | AB | Outlook not syncing |
| 305328 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-05-07 16:02 | 33.33 hr | +25.3 | SE | Voicemail not delivering |
| 305358 | Barry Ebbs | Fortinet FortiGate 60F | 2026-08-05 12:32 | 12.82 hr | +4.8 | SE | New printer driver rollout |
| 305331 | (Not recorded) | Samsung Galaxy S23 | 2026-05-13 14:22 | 11.88 hr | +3.9 | BK | Call quality issue |
| 305345 | (Not recorded) | Apple MacBook Pro 14 | 2026-06-24 15:38 | 11.03 hr | +3.0 | BK | Docking station not detected |
| 305323 | (Not recorded) | Lenovo ThinkPad T14 | 2026-04-27 12:09 | 10.55 hr | +2.5 | KB | Teams sign-in loop |
| 305327 | Anne-Marie Cable | Kyocera ECOSYS M5526 | 2026-05-04 09:58 | 10.55 hr | +2.5 | KB | Database timeout |
| 305326 | Damian Armstrong | Apple MacBook Air M2 | 2026-05-01 09:01 | 9.39 hr | +1.4 | KB | Permission change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Julie Herbert | Email / Microsoft 365 | 4 | 05 Feb 2026 – 15 May 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 17 Feb 2026 – 18 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Hardware | 4 | 21 Jan 2026 – 24 Jun 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 3 | 05 Feb 2026 – 13 Aug 2026 |
| HP ProBook 450 G6 | Telephony | 3 | 23 Feb 2026 – 20 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
95 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MIC916-100273 | 25 Aug 2026 | Project · excluded | Licence renewal Line of business app · KB · Head Office | P3 | In Progress | — | — | n/a |
| MIC916-100272 | 22 Aug 2026 | Change | Printer offline Printing · TAG · Remote | P3 | In Progress | — | — | n/a |
| MIC916-100271 | 20 Aug 2026 | Service Request | New extension setup Telephony · KB · Remote | P3 | Open | — | — | n/a |
| MIC916-100270 | 19 Aug 2026 | Planned Install · excluded | Backup capacity review Backup · TAG · Remote | P2 | In Progress | — | — | n/a |
| MIC916-100269 | 18 Aug 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P2 | Closed | 0.46 hr | 1.6 days | Met |
| MIC916-100268 | 17 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| MIC916-100267 | 14 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Remote | P2 | In Progress | — | — | n/a |
| MIC916-100266 | 13 Aug 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Resolved | 2.43 hr | 22.0 hr | Met |
| MIC916-100265 | 12 Aug 2026 | Incident | Message quarantined Email · SE · Head Office | P2 | Resolved | 4.94 hr | 7.9 hr | Met |
| MIC916-100264 | 11 Aug 2026 | Change | Scan to email failing Printing · BK · Branch | P3 | Resolved | 0.25 hr | 6.6 hr | Met |
| MIC916-100263 | 10 Aug 2026 | Service Request | Permission change User admin · ML · Remote | P3 | Resolved | 5.01 hr | 2.1 days | Met |
| MIC916-100262 | 06 Aug 2026 | Service Request · excluded | Handset registration Telephony · KB · Head Office | P4 | Closed | — | — | n/a |
| MIC916-100261 | 05 Aug 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 12.82 hr | 1.0 days | Missed |
| MIC916-100260 | 02 Aug 2026 | Quote · excluded | Licence renewal Line of business app · KB · Branch | P2 | Closed | — | — | n/a |
| MIC916-100259 | 28 Jul 2026 | Incident | Toner replacement Printing · AB · Remote | P4 | Resolved | 0.58 hr | 1.1 days | Met |
| MIC916-100258 | 27 Jul 2026 | Service Request · excluded | Handset registration Telephony · TAG · Remote | P3 | Resolved | — | — | n/a |
| MIC916-100257 | 24 Jul 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P4 | Closed | 0.35 hr | 2.4 days | Met |
| MIC916-100256 | 22 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 0.88 hr | 8.8 hr | Met |
| MIC916-100255 | 15 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P3 | Resolved | 0.12 hr | 2.1 days | Met |
| MIC916-100254 | 12 Jul 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | 4.26 hr | 1.7 days | Met |
| MIC916-100253 | 10 Jul 2026 | Incident | Report not generating Line of business app · BK · Head Office | P4 | Resolved | 3.86 hr | 1.9 days | Met |
| MIC916-100252 | 07 Jul 2026 | Incident · excluded | MFA reset Security · SE · Head Office | P4 | Closed | — | — | n/a |
| MIC916-100251 | 01 Jul 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 1.37 hr | 1.9 days | Met |
| MIC916-100250 | 29 Jun 2026 | Service Request | Permission change User admin · SE · Head Office | P3 | Resolved | 0.30 hr | 2.3 days | Met |
| MIC916-100249 | 25 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Closed | 40.61 hr | 2.4 days | Missed |
| MIC916-100248 | 24 Jun 2026 | Service Request | Docking station not detected Hardware · BK · Branch | P4 | Resolved | 11.03 hr | 22.7 hr | Missed |
| MIC916-100247 | 23 Jun 2026 | Incident | Report not generating Line of business app · ML · Remote | P2 | Resolved | 0.44 hr | 2.4 days | Met |
| MIC916-100246 | 17 Jun 2026 | Incident | Name change request User admin · TAG · Head Office | P3 | Closed | 0.70 hr | 1.9 days | Met |
| MIC916-100245 | 15 Jun 2026 | Incident | Call quality issue Telephony · TAG · Branch | P3 | Resolved | 0.17 hr | 2.2 days | Met |
| MIC916-100244 | 10 Jun 2026 | Incident | New extension setup Telephony · TAG · Branch | P3 | Closed | 0.09 hr | 2.2 hr | Met |
| MIC916-100243 | 08 Jun 2026 | Incident | Docking station not detected Hardware · ML · Branch | P4 | Closed | 1.24 hr | 1.8 days | Met |
| MIC916-100242 | 04 Jun 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P2 | Closed | 0.41 hr | 21.2 hr | Met |
| MIC916-100241 | 03 Jun 2026 | Service Request | Slow VPN Network · ML · Head Office | P3 | Resolved | — | — | n/a |
| MIC916-100240 | 02 Jun 2026 | Incident · excluded | New printer driver rollout Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| MIC916-100239 | 01 Jun 2026 | Incident | New extension setup Telephony · AB · Head Office | P2 | Closed | 0.34 hr | 1.5 days | Met |
| MIC916-100238 | 27 May 2026 | Service Request | Screen flickering Hardware · AB · Branch | P4 | Closed | 0.74 hr | 23.6 hr | Met |
| MIC916-100237 | 19 May 2026 | Incident | Laptop will not boot Hardware · ML · Branch | P2 | Resolved | 2.22 hr | 5.1 hr | Met |
| MIC916-100236 | 15 May 2026 | Service Request | Mailbox delegation Email · TAG · Branch | P4 | Closed | 4.26 hr | 7.2 hr | Met |
| MIC916-100235 | 14 May 2026 | Planned Install · excluded | Distribution list change Email · ML · Branch | P3 | Closed | — | — | n/a |
| MIC916-100234 | 13 May 2026 | Service Request | Call quality issue Telephony · BK · Head Office | P4 | Closed | 11.88 hr | 2.3 days | Missed |
| MIC916-100233 | 12 May 2026 | Quote · excluded | Name change request User admin · ML · Branch | P3 | Closed | — | — | n/a |
| MIC916-100232 | 08 May 2026 | Incident | Restore request Backup · KB · Remote | P3 | Closed | 0.06 hr | 10.0 hr | Met |
| MIC916-100231 | 07 May 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 33.33 hr | 1.2 days | Missed |
| MIC916-100230 | 04 May 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P4 | Closed | 10.55 hr | 0.7 hr | Missed |
| MIC916-100229 | 01 May 2026 | Incident | Permission change User admin · KB · Head Office | P4 | Closed | 9.39 hr | 2.4 days | Missed |
| MIC916-100228 | 30 Apr 2026 | Incident | Scan to email failing Printing · TAG · Branch | P4 | Closed | 0.94 hr | 2.1 days | Met |
| MIC916-100227 | 28 Apr 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 3.87 hr | 1.5 days | Met |
| MIC916-100226 | 27 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | 10.55 hr | 1.9 days | Missed |
| MIC916-100225 | 26 Apr 2026 | Incident | Restore request Backup · TAG · Branch | P4 | Closed | 1.36 hr | 1.6 days | Met |
| MIC916-100224 | 24 Apr 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Closed | 1.22 hr | 14.6 hr | Met |
| MIC916-100223 | 14 Apr 2026 | Service Request | Mailbox delegation Email · BK · Branch | P4 | Resolved | — | — | n/a |
| MIC916-100222 | 10 Apr 2026 | Service Request | Permission change User admin · KB · Remote | P3 | Closed | 0.77 hr | 1.3 days | Met |
| MIC916-100221 | 07 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P1 | Closed | 0.31 hr | 4.6 hr | Met |
| MIC916-100220 | 03 Apr 2026 | Change | Endpoint alert investigation Security · AB · Remote | P3 | Closed | 2.82 hr | 1.5 days | Met |
| MIC916-100219 | 01 Apr 2026 | Incident · excluded | Toner replacement Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| MIC916-100218 | 31 Mar 2026 | Quote · excluded | Toner replacement Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| MIC916-100217 | 30 Mar 2026 | Change | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 5.68 hr | 1.2 days | Met |
| MIC916-100216 | 27 Mar 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Resolved | 0.11 hr | 1.5 days | Met |
| MIC916-100215 | 25 Mar 2026 | Service Request | New extension setup Telephony · KB · Site 2 | P3 | Closed | 0.85 hr | 1.2 days | Met |
| MIC916-100214 | 24 Mar 2026 | Incident | Name change request User admin · KB · Branch | P3 | Resolved | 4.75 hr | 1.9 days | Met |
| MIC916-100213 | 23 Mar 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P2 | Resolved | 1.16 hr | 2.1 days | Met |
| MIC916-100212 | 20 Mar 2026 | Incident · excluded | Restore request Backup · AB · Branch | P3 | Resolved | — | — | n/a |
| MIC916-100211 | 18 Mar 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P2 | Resolved | 7.35 hr | 1.7 days | Met |
| MIC916-100210 | 17 Mar 2026 | Incident · excluded | Replacement keyboard Hardware · KB · Branch | P2 | Closed | — | — | n/a |
| MIC916-100209 | 16 Mar 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| MIC916-100208 | 13 Mar 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 2.42 hr | 1.2 days | Met |
| MIC916-100207 | 12 Mar 2026 | Planned Install · excluded | Restore request Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| MIC916-100206 | 10 Mar 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P4 | Resolved | 0.24 hr | 21.4 hr | Met |
| MIC916-100205 | 09 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 1.39 hr | 1.9 days | Met |
| MIC916-100204 | 06 Mar 2026 | Change | Docking station not detected Hardware · KB · Remote | P3 | Closed | 2.38 hr | 12.8 hr | Met |
| MIC916-100203 | 04 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 4.48 hr | 1.6 days | Met |
| MIC916-100202 | 02 Mar 2026 | Service Request | Report not generating Line of business app · AB · Remote | P3 | Closed | 4.39 hr | 1.3 days | Met |
| MIC916-100201 | 23 Feb 2026 | Incident | Call quality issue Telephony · AB · Head Office | P3 | Resolved | 5.89 hr | 2.1 days | Met |
| MIC916-100200 | 21 Feb 2026 | Incident | Mailbox delegation Email · AB · Branch | P4 | Resolved | 1.08 hr | 11.7 hr | Met |
| MIC916-100199 | 19 Feb 2026 | Service Request | Permission change User admin · SE · Head Office | P4 | Resolved | 0.85 hr | 2.4 days | Met |
| MIC916-100198 | 17 Feb 2026 | Incident | Suspicious sign-in review Security · SE · Remote | P4 | Closed | 0.62 hr | 18.5 hr | Met |
| MIC916-100197 | 16 Feb 2026 | Service Request | Voicemail not delivering Telephony · TAG · Remote | P4 | Closed | 1.49 hr | 1.2 days | Met |
| MIC916-100196 | 11 Feb 2026 | Service Request | Application crash on launch Line of business app · ML · Branch | P3 | Resolved | 2.35 hr | 1.6 days | Met |
| MIC916-100195 | 05 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 3.02 hr | 1.6 days | Met |
| MIC916-100194 | 03 Feb 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P2 | Resolved | — | — | n/a |
| MIC916-100193 | 02 Feb 2026 | Project · excluded | Site offline Network · TAG · Remote | P2 | Closed | — | — | n/a |
| MIC916-100192 | 30 Jan 2026 | Incident | MFA reset Security · KB · Branch | P4 | Resolved | 3.27 hr | 20.7 hr | Met |
| MIC916-100191 | 29 Jan 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Resolved | 5.75 hr | 2.0 days | Met |
| MIC916-100190 | 28 Jan 2026 | Incident | Backup job failed Backup · BK · Branch | P2 | Resolved | 7.59 hr | 1.1 days | Met |
| MIC916-100189 | 26 Jan 2026 | Incident | Suspicious sign-in review Security · KB · Remote | P3 | Resolved | 1.04 hr | 1.8 days | Met |
| MIC916-100188 | 22 Jan 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 0.75 hr | 2.1 days | Met |
| MIC916-100187 | 21 Jan 2026 | Service Request | Docking station not detected Hardware · AB · Branch | P3 | Closed | 5.36 hr | 1.7 days | Met |
| MIC916-100186 | 20 Jan 2026 | Service Request | Call quality issue Telephony · TAG · Branch | P3 | Resolved | 7.72 hr | 2.0 days | Met |
| MIC916-100185 | 19 Jan 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Resolved | 1.33 hr | 2.5 days | Met |
| MIC916-100184 | 14 Jan 2026 | Quote · excluded | Call quality issue Telephony · AB · Site 2 | P3 | Resolved | — | — | n/a |
| MIC916-100183 | 12 Jan 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | — | — | n/a |
| MIC916-100182 | 09 Jan 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 0.50 hr | 1.4 days | Met |
| MIC916-100181 | 08 Jan 2026 | Incident · excluded | Slow VPN Network · KB · Head Office | P4 | Closed | — | — | n/a |
| MIC916-100180 | 07 Jan 2026 | Quote · excluded | Report not generating Line of business app · SE · Branch | P3 | Closed | — | — | n/a |
| MIC916-100179 | 05 Jan 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 4.69 hr | 23.0 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.