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Moreton Medical Holdings

MOR811ActiveManaged contract

moretonmedical.co.uk · Healthcare · Account manager Priya Raman

Microsoft 365Authentication failed9 days agoSupport & assets (SQL)Healthy8 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 17 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.

Service performance

36 eligible records in this year
Average first response
4.5 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
94.3%
2 call(s) over the 8-hour target
First-time fix
69.4%
Where the source records the field

Volume

Contract calls
36
53 calls logged in the period
Off contract
11
£2,020.5 chargeable
Open / closed
2 / 51
Across the selected period
Data-quality gaps
1
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

36
records
  • Email7
  • User admin6
  • Line of business app5
  • Security5
  • Backup4
  • Hardware3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026364.49 hr94.3%217

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Karen Taylor82.52 hr100%0
(Not recorded)76.30 hr86%1
Aiden Higgins42.23 hr100%0
Julie Herbert412.06 hr75%1
Chloe Dempsey35.10 hr100%0
Stacey Thomas33.74 hr100%0
Kelly Gregory20.53 hr100%0
Phil Jenkins20.87 hr100%0
Anne-Marie Cable24.00 hr100%0
Rachael Parkin10.73 hr100%0

2 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 37.2 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
301146Julie HerbertHP EliteBook 840 G92026-07-15 11:1945.23 hr+37.2MLLeaver process
301114(Not recorded)HP EliteBook 840 G92026-02-03 09:5731.22 hr+23.2TAGLeaver process

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorEmail / Microsoft 365415 Jan 2026 – 17 Jul 2026
Stacey ThomasEmail / Microsoft 365304 Apr 2026 – 29 Jul 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Dell Latitude 5440Line of business app307 Jan 2026 – 31 Jul 2026
Dell OptiPlex 3050Email / Microsoft 365315 Jan 2026 – 17 Jul 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

53 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
MOR811-10016025 Aug 2026Incident · excludedSwitch port fault
Network · TAG · Head Office
P2Open——n/a
MOR811-10015924 Aug 2026Service Request · excludedWi-Fi dropouts in warehouse
Network · AB · Head Office
P4Resolved——n/a
MOR811-10015821 Aug 2026Service Request · excludedEndpoint alert investigation
Security · SE · Remote
P3Closed——n/a
MOR811-10015717 Aug 2026Service RequestPhishing report triage
Security · AB · Branch
P4Closed7.76 hr8.0 hrMet
MOR811-10015606 Aug 2026Service RequestPhishing report triage
Security · SE · Head Office
P3Closed4.70 hr1.5 daysMet
MOR811-10015531 Jul 2026Service RequestLicence renewal
Line of business app · AB · Head Office
P2Closed0.25 hr1.7 daysMet
MOR811-10015429 Jul 2026IncidentSpoofed email reported
Email · BK · Site 2
P4Resolved4.47 hr1.1 daysMet
MOR811-10015321 Jul 2026Quote · excludedEndpoint alert investigation
Security · AB · Head Office
P3Closed——n/a
MOR811-10015220 Jul 2026IncidentSharePoint permission request
Microsoft 365 · AB · Remote
P3Resolved4.42 hr2.2 daysMet
MOR811-10015117 Jul 2026ChangeMailbox delegation
Email · BK · Head Office
P2Closed4.39 hr1.1 daysMet
MOR811-10015016 Jul 2026Quote · excludedPrinter offline
Printing · TAG · Head Office
P2Open——n/a
MOR811-10014915 Jul 2026Service RequestLeaver process
User admin · ML · Head Office
P1Closed45.23 hr17.1 hrMissed
MOR811-10014814 Jul 2026Incident · excludedSharePoint permission request
Microsoft 365 · SE · Head Office
P4Resolved——n/a
MOR811-10014730 Jun 2026Incident · excludedSite offline
Network · AB · Remote
P3Resolved——n/a
MOR811-10014625 Jun 2026Service RequestLeaver process
User admin · BK · Branch
P2Resolved0.70 hr1.0 hrMet
MOR811-10014524 Jun 2026Quote · excludedTeams sign-in loop
Microsoft 365 · SE · Head Office
P3Resolved——n/a
MOR811-10014419 Jun 2026Service RequestMFA reset
Security · SE · Remote
P3Closed0.87 hr3.2 hrMet
MOR811-10014309 Jun 2026IncidentMessage quarantined
Email · ML · Branch
P4Resolved0.86 hr1.6 daysMet
MOR811-10014203 Jun 2026Quote · excludedNew starter setup
User admin · ML · Head Office
P3Closed——n/a
MOR811-10014127 May 2026Incident · excludedOutlook not syncing
Microsoft 365 · BK · Head Office
P2Resolved——n/a
MOR811-10014026 May 2026Service RequestReplacement keyboard
Hardware · KB · Site 2
P2Resolved2.64 hr2.1 daysMet
MOR811-10013925 May 2026ChangeRetention change
Backup · KB · Head Office
P3Closed1.21 hr2.2 daysMet
MOR811-10013819 May 2026IncidentBackup capacity review
Backup · TAG · Head Office
P3Closed7.67 hr5.0 hrMet
MOR811-10013710 May 2026IncidentMessage quarantined
Email · AB · Head Office
P3Resolved4.70 hr20.2 hrMet
MOR811-10013606 May 2026Quote · excludedScreen flickering
Hardware · BK · Head Office
P1Resolved——n/a
MOR811-10013504 May 2026IncidentPrinter offline
Printing · BK · Site 2
P3Resolved1.37 hr1.9 daysMet
MOR811-10013430 Apr 2026IncidentMFA reset
Security · BK · Head Office
P3Resolved7.40 hr2.3 daysMet
MOR811-10013328 Apr 2026Service Request · excludedSharePoint permission request
Microsoft 365 · ML · Site 2
P4Closed——n/a
MOR811-10013221 Apr 2026Service Request · excludedMessage quarantined
Email · SE · Head Office
P3Closed——n/a
MOR811-10013116 Apr 2026Service RequestBackup job failed
Backup · AB · Head Office
P4Closed0.95 hr1.6 daysMet
MOR811-10013013 Apr 2026IncidentMFA reset
Security · BK · Head Office
P2Closed0.87 hr21.8 hrMet
MOR811-10012907 Apr 2026Service RequestMessage quarantined
Email · AB · Remote
P3Closed0.14 hr2.4 daysMet
MOR811-10012806 Apr 2026IncidentVoicemail not delivering
Telephony · ML · Head Office
P4Closed4.05 hr1.3 daysMet
MOR811-10012704 Apr 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Head Office
P2Closed5.90 hr1.1 daysMet
MOR811-10012603 Apr 2026Service Request · excludedNew starter setup
User admin · BK · Remote
P3Resolved——n/a
MOR811-10012501 Apr 2026IncidentLeaver process
User admin · AB · Remote
P4Closed1.59 hr2.3 daysMet
MOR811-10012430 Mar 2026Incident · excludedCall quality issue
Telephony · SE · Head Office
P4Closed——n/a
MOR811-10012305 Mar 2026Service RequestLaptop will not boot
Hardware · SE · Branch
P4Resolved2.67 hr15.8 hrMet
MOR811-10012204 Mar 2026IncidentLicence renewal
Line of business app · ML · Remote
P3Resolved——n/a
MOR811-10012127 Feb 2026ChangePrinter offline
Printing · ML · Remote
P3Closed0.73 hr2.2 daysMet
MOR811-10012018 Feb 2026IncidentMessage quarantined
Email · TAG · Head Office
P4Closed0.39 hr4.6 hrMet
MOR811-10011912 Feb 2026IncidentPermission change
User admin · BK · Head Office
P4Closed0.73 hr2.2 daysMet
MOR811-10011804 Feb 2026IncidentDocking station not detected
Hardware · ML · Head Office
P4Closed0.10 hr2.4 hrMet
MOR811-10011703 Feb 2026Service RequestLeaver process
User admin · TAG · Head Office
P2Closed31.22 hr1.3 daysMissed
MOR811-10011602 Feb 2026IncidentSite offline
Network · SE · Remote
P2Closed0.07 hr1.9 daysMet
MOR811-10011529 Jan 2026IncidentName change request
User admin · SE · Head Office
P3Resolved1.08 hr4.7 hrMet
MOR811-10011427 Jan 2026IncidentReport not generating
Line of business app · KB · Head Office
P3Closed0.85 hr2.4 daysMet
MOR811-10011315 Jan 2026Service RequestMessage quarantined
Email · KB · Head Office
P3Closed0.64 hr2.1 daysMet
MOR811-10011212 Jan 2026IncidentApplication crash on launch
Line of business app · SE · Head Office
P3Closed0.23 hr14.7 hrMet
MOR811-10011110 Jan 2026Incident · excludedPrinter offline
Printing · BK · Head Office
P1Closed——n/a
MOR811-10011009 Jan 2026Service RequestRetention change
Backup · SE · Head Office
P3Closed0.74 hr2.0 daysMet
MOR811-10010907 Jan 2026IncidentLicence renewal
Line of business app · BK · Branch
P3Closed5.40 hr1.9 daysMet
MOR811-10010801 Jan 2026Project · excludedDocking station not detected
Hardware · ML · Head Office
P2Resolved——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.