SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 49 records in this selection sit outside that — quotes, projects and planned installs, plus 19 calls billed time and materials. They stay visible for volume context.
Service performance
109 eligible records in this yearAverage first response
5.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
84.5%
16 call(s) over the 8-hour target
First-time fix
75.2%
Where the source records the field
Volume
Contract calls
109
158 calls logged in the period
Off contract
19
£6,293.25 chargeable
Open / closed
7 / 151
Across the selected period
Data-quality gaps
6
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
109
records
- Email20
- User admin12
- Line of business app12
- Network11
- Security11
- Hardware11
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 109 | 5.80 hr | 84.5% | 16 | 49 |
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 | 14 | 3.52 hr | 77% | 3 |
| Anne-Marie Cable | 14 | 5.91 hr | 85% | 2 |
| Julie Herbert | 11 | 5.20 hr | 91% | 1 |
| Daniel Blacker | 9 | 2.35 hr | 100% | 0 |
| Kelly Gregory | 9 | 10.91 hr | 75% | 2 |
| Chloe Dempsey | 9 | 14.03 hr | 78% | 2 |
| Phil Jenkins | 8 | 11.47 hr | 43% | 4 |
| Aiden Higgins | 8 | 7.37 hr | 86% | 1 |
| (Not recorded) | 7 | 1.08 hr | 100% | 0 |
| Barry Ebbs | 6 | 2.36 hr | 100% | 0 |
| Rachael Parkin | 6 | 2.04 hr | 100% | 0 |
| Stacey Thomas | 5 | 3.41 hr | 80% | 1 |
16 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 101.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301801 | Chloe Dempsey | Apple iPhone 12 | 2026-03-20 11:15 | 109.78 hr | +101.8 | KB | Replacement keyboard |
| 301870 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-06-24 11:45 | 44.48 hr | +36.5 | TAG | MFA reset |
| 301798 | Aiden Higgins | Dell OptiPlex 7010 | 2026-03-16 13:38 | 40.26 hr | +32.3 | TAG | Scan to email failing |
| 301893 | Julie Herbert | Apple MacBook Air M2 | 2026-08-03 15:05 | 38.09 hr | +30.1 | TAG | Laptop will not boot |
| 301773 | Kelly Gregory | Dell Latitude 5440 | 2026-02-03 14:59 | 36.42 hr | +28.4 | AB | Application crash on launch |
| 301765 | Kelly Gregory | Samsung Galaxy S23 | 2026-01-23 08:48 | 31.85 hr | +23.9 | KB | Phishing report triage |
| 301888 | Phil Jenkins | Dell OptiPlex 7010 | 2026-07-24 09:04 | 24.35 hr | +16.4 | TAG | New printer driver rollout |
| 301755 | Phil Jenkins | IGEL UD3 | 2026-01-12 16:55 | 19.18 hr | +11.2 | ML | Site offline |
| 301903 | Phil Jenkins | HP ProBook 450 G6 | 2026-08-17 14:20 | 11.96 hr | +4.0 | TAG | Docking station not detected |
| 301901 | Chloe Dempsey | Dell Latitude E7470 | 2026-08-12 17:01 | 11.49 hr | +3.5 | TAG | Report not generating |
| 301809 | Karen Taylor | Apple iPhone 12 | 2026-03-31 09:27 | 10.97 hr | +3.0 | SE | Call quality issue |
| 301854 | Phil Jenkins | Dell Wyse 5070 | 2026-05-26 11:32 | 9.96 hr | +2.0 | TAG | MFA reset |
| 301793 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-03-10 08:05 | 9.21 hr | +1.2 | BK | Leaver process |
| 301862 | Stacey Thomas | Dell OptiPlex 7010 | 2026-06-08 17:37 | 8.63 hr | +0.6 | AB | Mailbox delegation |
| 301776 | Karen Taylor | Dell OptiPlex 7010 | 2026-02-06 11:45 | 8.37 hr | +0.4 | ML | Backup job failed |
| 301855 | Karen Taylor | Samsung Galaxy A54 | 2026-05-27 17:35 | 8.04 hr | +0.0 | BK | Report not generating |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Phil Jenkins | Monitoring / server / security | 4 | 12 Jan 2026 – 26 May 2026 |
| Kelly Gregory | Monitoring / server / security | 4 | 23 Jan 2026 – 20 Apr 2026 |
| Aiden Higgins | Email / Microsoft 365 | 4 | 10 Feb 2026 – 23 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 20 Feb 2026 – 15 Jul 2026 |
| Karen Taylor | Telephony | 3 | 01 Jan 2026 – 07 Jul 2026 |
| Anne-Marie Cable | User administration | 3 | 20 Jan 2026 – 20 Apr 2026 |
| Anne-Marie Cable | Line of business app | 3 | 22 Jan 2026 – 19 May 2026 |
| Kelly Gregory | User administration | 3 | 27 Jan 2026 – 28 Apr 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | User administration | 3 | 13 Jan 2026 – 25 Mar 2026 |
| Apple iPhone 14 | Email / Microsoft 365 | 3 | 24 Jan 2026 – 20 May 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 3 | 28 Jan 2026 – 28 Mar 2026 |
| Dell OptiPlex 7010 | Printing | 3 | 16 Mar 2026 – 24 Jul 2026 |
| Dell OptiPlex 7010 | Telephony | 3 | 26 Mar 2026 – 07 Jul 2026 |
| Dell Wyse 5070 | Monitoring / server / security | 3 | 21 Apr 2026 – 01 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 13 May 2026 – 11 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
158 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MOR547-100477 | 21 Aug 2026 | Service Request · excluded | Database timeout Line of business app · KB · Branch | P4 | Resolved | — | — | n/a |
| MOR547-100476 | 20 Aug 2026 | Quote · excluded | Phishing report triage Security · ML · Branch | P3 | In Progress | — | — | n/a |
| MOR547-100475 | 18 Aug 2026 | Incident · excluded | Report not generating Line of business app · SE · Remote | P2 | Resolved | — | — | n/a |
| MOR547-100474 | 17 Aug 2026 | Incident | Docking station not detected Hardware · TAG · Remote | P2 | Closed | 11.96 hr | 2.0 days | Missed |
| MOR547-100473 | 14 Aug 2026 | Incident | Distribution list change Email · ML · Head Office | P4 | Closed | 1.97 hr | 1.5 days | Met |
| MOR547-100472 | 12 Aug 2026 | Change | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 11.49 hr | 1.7 days | Missed |
| MOR547-100471 | 11 Aug 2026 | Service Request | Slow VPN Network · SE · Head Office | P3 | Resolved | 0.59 hr | 2.2 days | Met |
| MOR547-100470 | 10 Aug 2026 | Quote · excluded | Database timeout Line of business app · SE · Head Office | P3 | Open | — | — | n/a |
| MOR547-100469 | 07 Aug 2026 | Quote · excluded | Scan to email failing Printing · TAG · Branch | P3 | In Progress | — | — | n/a |
| MOR547-100468 | 06 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | 5.88 hr | 1.9 days | Met |
| MOR547-100467 | 06 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | In Progress | — | — | n/a |
| MOR547-100466 | 05 Aug 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 0.68 hr | 2.2 days | Met |
| MOR547-100465 | 04 Aug 2026 | Incident | Endpoint alert investigation Security · TAG · Remote | P3 | Closed | 1.69 hr | 2.2 hr | Met |
| MOR547-100464 | 03 Aug 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | 38.09 hr | 19.4 hr | Missed |
| MOR547-100463 | 29 Jul 2026 | Incident | Message quarantined Email · TAG · Branch | P4 | Closed | 4.44 hr | 2.4 hr | Met |
| MOR547-100462 | 28 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | 0.94 hr | 1.2 days | Met |
| MOR547-100461 | 28 Jul 2026 | Project · excluded | Suspicious sign-in review Security · ML · Remote | P3 | Resolved | — | — | n/a |
| MOR547-100460 | 24 Jul 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| MOR547-100459 | 24 Jul 2026 | Service Request | New printer driver rollout Printing · TAG · Site 2 | P3 | Closed | 24.35 hr | 1.6 days | Missed |
| MOR547-100458 | 23 Jul 2026 | Service Request | Message quarantined Email · TAG · Head Office | P4 | Closed | 0.42 hr | 1.5 days | Met |
| MOR547-100457 | 21 Jul 2026 | Service Request | Report not generating Line of business app · TAG · Site 2 | P3 | Resolved | 5.13 hr | 2.3 days | Met |
| MOR547-100456 | 21 Jul 2026 | Service Request | Permission change User admin · TAG · Branch | P3 | Closed | 0.18 hr | 1.7 days | Met |
| MOR547-100455 | 20 Jul 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P2 | Closed | 2.52 hr | 1.8 days | Met |
| MOR547-100454 | 17 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | 5.46 hr | 3.6 hr | Met |
| MOR547-100453 | 16 Jul 2026 | Quote · excluded | Docking station not detected Hardware · ML · Head Office | P4 | In Progress | — | — | n/a |
| MOR547-100452 | 15 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Branch | P4 | Closed | — | — | n/a |
| MOR547-100451 | 14 Jul 2026 | Quote · excluded | New extension setup Telephony · SE · Head Office | P3 | In Progress | — | — | n/a |
| MOR547-100450 | 13 Jul 2026 | Planned Install · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Open | — | — | n/a |
| MOR547-100449 | 13 Jul 2026 | Incident | Distribution list change Email · ML · Site 2 | P3 | Closed | 5.14 hr | 12.2 hr | Met |
| MOR547-100448 | 08 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 1.18 hr | 9.4 hr | Met |
| MOR547-100447 | 07 Jul 2026 | Incident | Call quality issue Telephony · AB · Head Office | P4 | Closed | 0.39 hr | 2.0 days | Met |
| MOR547-100446 | 06 Jul 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 1.02 hr | 2.4 hr | Met |
| MOR547-100445 | 01 Jul 2026 | Incident | Site offline Network · SE · Head Office | P4 | Closed | 0.55 hr | 20.8 hr | Met |
| MOR547-100444 | 30 Jun 2026 | Incident | Application crash on launch Line of business app · AB · Head Office | P4 | Closed | 0.23 hr | 2.1 days | Met |
| MOR547-100443 | 29 Jun 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Closed | 0.65 hr | 1.7 days | Met |
| MOR547-100442 | 25 Jun 2026 | Incident | Toner replacement Printing · KB · Site 2 | P3 | Closed | 4.08 hr | 1.5 days | Met |
| MOR547-100441 | 24 Jun 2026 | Incident | MFA reset Security · TAG · Remote | P3 | Closed | 44.48 hr | 2.1 days | Missed |
| MOR547-100440 | 22 Jun 2026 | Project · excluded | Message quarantined Email · BK · Remote | P4 | Closed | — | — | n/a |
| MOR547-100439 | 19 Jun 2026 | Incident | Backup job failed Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| MOR547-100438 | 18 Jun 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Remote | P3 | Closed | — | — | n/a |
| MOR547-100437 | 16 Jun 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P2 | Resolved | 0.23 hr | 1.4 days | Met |
| MOR547-100436 | 15 Jun 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 0.32 hr | 1.4 days | Met |
| MOR547-100435 | 11 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Resolved | 0.72 hr | 10.3 hr | Met |
| MOR547-100434 | 09 Jun 2026 | Service Request | Handset registration Telephony · ML · Branch | P2 | Closed | 0.18 hr | 6.9 hr | Met |
| MOR547-100433 | 08 Jun 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 8.63 hr | 1.8 days | Missed |
| MOR547-100432 | 04 Jun 2026 | Service Request · excluded | Switch port fault Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| MOR547-100431 | 03 Jun 2026 | Incident · excluded | Printer offline Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100430 | 02 Jun 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 0.18 hr | 1.6 days | Met |
| MOR547-100429 | 01 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | — | — | n/a |
| MOR547-100428 | 01 Jun 2026 | Change | Spoofed email reported Email · ML · Head Office | P3 | Closed | 3.42 hr | 14.7 hr | Met |
| MOR547-100427 | 29 May 2026 | Service Request | Mailbox delegation Email · SE · Branch | P3 | Closed | 1.85 hr | 4.2 hr | Met |
| MOR547-100426 | 27 May 2026 | Service Request | Report not generating Line of business app · BK · Remote | P3 | Resolved | 8.04 hr | 7.1 hr | Missed |
| MOR547-100425 | 26 May 2026 | Service Request | MFA reset Security · TAG · Branch | P4 | Resolved | 9.96 hr | 22.1 hr | Missed |
| MOR547-100424 | 25 May 2026 | Incident | Scan to email failing Printing · BK · Remote | P3 | Closed | 3.59 hr | 1.0 days | Met |
| MOR547-100423 | 22 May 2026 | Service Request · excluded | Slow VPN Network · AB · Remote | P3 | Resolved | — | — | n/a |
| MOR547-100422 | 21 May 2026 | Service Request | Database timeout Line of business app · SE · Site 2 | P4 | Resolved | 0.43 hr | 1.6 days | Met |
| MOR547-100421 | 20 May 2026 | Incident | Mailbox delegation Email · BK · Remote | P3 | Closed | 0.86 hr | 1.3 days | Met |
| MOR547-100420 | 19 May 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P4 | Closed | 0.89 hr | 1.1 days | Met |
| MOR547-100419 | 18 May 2026 | Incident · excluded | Distribution list change Email · ML · Remote | P4 | Closed | — | — | n/a |
| MOR547-100418 | 18 May 2026 | Incident · excluded | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100417 | 15 May 2026 | Incident | Handset registration Telephony · ML · Site 2 | P4 | Closed | 0.11 hr | 1.5 days | Met |
| MOR547-100416 | 14 May 2026 | Incident | Mailbox delegation Email · BK · Site 2 | P4 | Closed | 0.74 hr | 20.2 hr | Met |
| MOR547-100415 | 13 May 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Resolved | 3.16 hr | 19.1 hr | Met |
| MOR547-100414 | 12 May 2026 | Change | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | 1.11 hr | 1.2 days | Met |
| MOR547-100413 | 08 May 2026 | Service Request · excluded | Application crash on launch Line of business app · SE · Branch | P3 | Closed | — | — | n/a |
| MOR547-100412 | 07 May 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P4 | Closed | 1.19 hr | 2.4 days | Met |
| MOR547-100411 | 06 May 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100410 | 05 May 2026 | Service Request | Printer offline Printing · ML · Head Office | P4 | Closed | 0.85 hr | 5.6 hr | Met |
| MOR547-100409 | 04 May 2026 | Planned Install · excluded | Retention change Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100408 | 01 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Site 2 | P3 | Resolved | 0.61 hr | 1.0 days | Met |
| MOR547-100407 | 30 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Resolved | 2.67 hr | 2.1 days | Met |
| MOR547-100406 | 29 Apr 2026 | Quote · excluded | Name change request User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| MOR547-100405 | 28 Apr 2026 | Incident | Name change request User admin · ML · Branch | P3 | Closed | 2.63 hr | 2.0 days | Met |
| MOR547-100404 | 27 Apr 2026 | Incident | Restore request Backup · SE · Head Office | P4 | Resolved | 0.83 hr | 1.1 hr | Met |
| MOR547-100403 | 24 Apr 2026 | Incident | Distribution list change Email · BK · Head Office | P2 | Resolved | 0.82 hr | 1.1 days | Met |
| MOR547-100402 | 23 Apr 2026 | Project · excluded | Mailbox delegation Email · AB · Remote | P1 | Closed | — | — | n/a |
| MOR547-100401 | 23 Apr 2026 | Change · excluded | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100400 | 22 Apr 2026 | Quote · excluded | Call quality issue Telephony · SE · Head Office | P2 | Closed | — | — | n/a |
| MOR547-100399 | 22 Apr 2026 | Incident · excluded | Restore request Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| MOR547-100398 | 21 Apr 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P2 | Closed | 0.63 hr | 2.3 days | Met |
| MOR547-100397 | 20 Apr 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| MOR547-100396 | 20 Apr 2026 | Incident | New starter setup User admin · KB · Remote | P2 | Resolved | 1.57 hr | 10.5 hr | Met |
| MOR547-100395 | 17 Apr 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P4 | Closed | — | — | n/a |
| MOR547-100394 | 16 Apr 2026 | Incident | Printer offline Printing · ML · Head Office | P2 | Closed | 1.04 hr | 1.9 days | Met |
| MOR547-100393 | 15 Apr 2026 | Quote · excluded | Handset registration Telephony · ML · Head Office | P2 | Resolved | — | — | n/a |
| MOR547-100392 | 14 Apr 2026 | Incident · excluded | Voicemail not delivering Telephony · TAG · Head Office | P2 | Resolved | — | — | n/a |
| MOR547-100391 | 14 Apr 2026 | Incident | Slow VPN Network · SE · Head Office | P4 | Closed | 5.97 hr | 14.4 hr | Met |
| MOR547-100390 | 13 Apr 2026 | Project · excluded | Docking station not detected Hardware · TAG · Remote | P3 | Closed | — | — | n/a |
| MOR547-100389 | 10 Apr 2026 | Service Request · excluded | Spoofed email reported Email · BK · Head Office | P1 | Closed | — | — | n/a |
| MOR547-100388 | 09 Apr 2026 | Incident | MFA reset Security · BK · Head Office | P2 | Closed | 4.49 hr | 1.2 days | Met |
| MOR547-100387 | 08 Apr 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Branch | P4 | Resolved | — | — | n/a |
| MOR547-100386 | 07 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 0.85 hr | 1.3 days | Met |
| MOR547-100385 | 07 Apr 2026 | Service Request · excluded | Replacement keyboard Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| MOR547-100384 | 06 Apr 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 0.85 hr | 0.3 hr | Met |
| MOR547-100383 | 03 Apr 2026 | Service Request | Handset registration Telephony · BK · Branch | P3 | Closed | 0.89 hr | 10.8 hr | Met |
| MOR547-100382 | 02 Apr 2026 | Incident | Message quarantined Email · SE · Remote | P2 | Resolved | 0.68 hr | 16.3 hr | Met |
| MOR547-100381 | 01 Apr 2026 | Service Request · excluded | Suspicious sign-in review Security · BK · Branch | P4 | Resolved | — | — | n/a |
| MOR547-100380 | 31 Mar 2026 | Incident | Call quality issue Telephony · SE · Site 2 | P2 | Closed | 10.97 hr | 1.5 days | Missed |
| MOR547-100379 | 28 Mar 2026 | Incident | Site offline Network · ML · Head Office | P3 | Closed | 5.78 hr | 1.8 days | Met |
| MOR547-100378 | 26 Mar 2026 | Service Request | New extension setup Telephony · BK · Branch | P2 | Closed | — | — | n/a |
| MOR547-100377 | 25 Mar 2026 | Service Request | Permission change User admin · KB · Head Office | P4 | Closed | 1.46 hr | 1.8 days | Met |
| MOR547-100376 | 24 Mar 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 0.83 hr | 1.4 days | Met |
| MOR547-100375 | 24 Mar 2026 | Incident | Database timeout Line of business app · SE · Remote | P2 | Closed | 1.06 hr | 3.8 hr | Met |
| MOR547-100374 | 23 Mar 2026 | Service Request | Slow VPN Network · BK · Head Office | P4 | Resolved | 3.21 hr | 1.8 days | Met |
| MOR547-100373 | 20 Mar 2026 | Service Request | Printer offline Printing · AB · Remote | P3 | Closed | 1.45 hr | 7.5 hr | Met |
| MOR547-100372 | 20 Mar 2026 | Service Request | Replacement keyboard Hardware · KB · Remote | P3 | Resolved | 109.78 hr | 2.8 hr | Missed |
| MOR547-100371 | 19 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Remote | P4 | Closed | 0.24 hr | 1.6 days | Met |
| MOR547-100370 | 18 Mar 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Closed | 2.92 hr | 2.1 days | Met |
| MOR547-100369 | 16 Mar 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 40.26 hr | 3.0 hr | Missed |
| MOR547-100368 | 14 Mar 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | 3.50 hr | 4.1 hr | Met |
| MOR547-100367 | 13 Mar 2026 | Quote · excluded | New printer driver rollout Printing · KB · Remote | P3 | Closed | — | — | n/a |
| MOR547-100366 | 12 Mar 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P2 | Closed | 3.64 hr | 2.3 days | Met |
| MOR547-100365 | 12 Mar 2026 | Service Request | Restore request Backup · KB · Site 2 | P3 | Resolved | — | — | n/a |
| MOR547-100364 | 10 Mar 2026 | Service Request | Leaver process User admin · BK · Head Office | P4 | Closed | 9.21 hr | 1.9 days | Missed |
| MOR547-100363 | 06 Mar 2026 | Service Request | Printer offline Printing · KB · Head Office | P4 | Resolved | 5.16 hr | 2.1 days | Met |
| MOR547-100362 | 05 Mar 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 2.99 hr | 1.0 days | Met |
| MOR547-100361 | 03 Mar 2026 | Planned Install · excluded | Restore request Backup · KB · Remote | P3 | Closed | — | — | n/a |
| MOR547-100360 | 27 Feb 2026 | Quote · excluded | Phishing report triage Security · KB · Remote | P2 | Closed | — | — | n/a |
| MOR547-100359 | 26 Feb 2026 | Incident | Distribution list change Email · KB · Remote | P2 | Resolved | 0.14 hr | 14.9 hr | Met |
| MOR547-100358 | 25 Feb 2026 | Planned Install · excluded | Message quarantined Email · KB · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100357 | 24 Feb 2026 | Service Request | Docking station not detected Hardware · KB · Branch | P3 | Resolved | 0.21 hr | 22.4 hr | Met |
| MOR547-100356 | 23 Feb 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| MOR547-100355 | 20 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P3 | Closed | 0.97 hr | 1.9 hr | Met |
| MOR547-100354 | 19 Feb 2026 | Incident | Name change request User admin · KB · Head Office | P3 | Resolved | 3.42 hr | 7.3 hr | Met |
| MOR547-100353 | 18 Feb 2026 | Service Request | Message quarantined Email · TAG · Remote | P2 | Closed | 0.09 hr | 1.3 days | Met |
| MOR547-100352 | 16 Feb 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 7.26 hr | 7.2 hr | Met |
| MOR547-100351 | 13 Feb 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | Closed | 5.01 hr | 7.6 hr | Met |
| MOR547-100350 | 12 Feb 2026 | Quote · excluded | Leaver process User admin · ML · Site 2 | P4 | Resolved | — | — | n/a |
| MOR547-100349 | 11 Feb 2026 | Service Request | Message quarantined Email · ML · Head Office | P3 | Resolved | 3.53 hr | 19.7 hr | Met |
| MOR547-100348 | 10 Feb 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Resolved | 1.33 hr | 1.2 days | Met |
| MOR547-100347 | 06 Feb 2026 | Incident | Backup job failed Backup · ML · Branch | P2 | Closed | 8.37 hr | 1.4 days | Missed |
| MOR547-100346 | 05 Feb 2026 | Incident | Restore request Backup · BK · Head Office | P4 | Closed | 0.53 hr | 1.5 days | Met |
| MOR547-100345 | 04 Feb 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Remote | P4 | Resolved | 3.28 hr | 1.8 days | Met |
| MOR547-100344 | 03 Feb 2026 | Incident | Application crash on launch Line of business app · AB · Remote | P3 | Resolved | 36.42 hr | 2.1 days | Missed |
| MOR547-100343 | 02 Feb 2026 | Project · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100342 | 30 Jan 2026 | Quote · excluded | Application crash on launch Line of business app · SE · Branch | P2 | Resolved | — | — | n/a |
| MOR547-100341 | 29 Jan 2026 | Incident | Call quality issue Telephony · KB · Remote | P3 | Closed | 0.46 hr | 5.8 hr | Met |
| MOR547-100340 | 28 Jan 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 1.20 hr | 1.5 days | Met |
| MOR547-100339 | 27 Jan 2026 | Incident | New starter setup User admin · AB · Head Office | P3 | Closed | 5.54 hr | 1.8 days | Met |
| MOR547-100338 | 26 Jan 2026 | Service Request | Laptop will not boot Hardware · AB · Remote | P2 | Closed | 0.70 hr | 4.4 hr | Met |
| MOR547-100337 | 24 Jan 2026 | Incident | Distribution list change Email · AB · Remote | P3 | Resolved | 1.29 hr | 2.5 days | Met |
| MOR547-100336 | 23 Jan 2026 | Service Request | Phishing report triage Security · KB · Branch | P4 | Resolved | 31.85 hr | 1.2 days | Missed |
| MOR547-100335 | 23 Jan 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Branch | P3 | Resolved | — | — | n/a |
| MOR547-100334 | 22 Jan 2026 | Change | Database timeout Line of business app · TAG · Head Office | P2 | Resolved | 7.87 hr | 1.8 days | Met |
| MOR547-100333 | 21 Jan 2026 | Project · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| MOR547-100332 | 20 Jan 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P3 | Closed | 0.22 hr | 1.6 days | Met |
| MOR547-100331 | 20 Jan 2026 | Incident | Leaver process User admin · AB · Head Office | P2 | Closed | 4.17 hr | 1.3 days | Met |
| MOR547-100330 | 19 Jan 2026 | Quote · excluded | Handset registration Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| MOR547-100329 | 16 Jan 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| MOR547-100328 | 14 Jan 2026 | Incident · excluded | Phishing report triage Security · ML · Head Office | P4 | Resolved | — | — | 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.