SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 32 records in this selection sit outside that — quotes, projects and planned installs, plus 12 calls billed time and materials. They stay visible for volume context.
Service performance
88 eligible records in this yearAverage first response
5.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
86.0%
12 call(s) over the 8-hour target
First-time fix
68.2%
Where the source records the field
Volume
Contract calls
88
120 calls logged in the period
Off contract
12
£4,488.75 chargeable
Open / closed
4 / 116
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
88
records
- Telephony11
- Microsoft 36511
- Backup10
- Hardware10
- Network9
- Printing8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 88 | 5.57 hr | 86.0% | 12 | 32 |
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 | 13 | 1.44 hr | 100% | 0 |
| Anne-Marie Cable | 12 | 8.94 hr | 75% | 3 |
| Julie Herbert | 10 | 3.17 hr | 80% | 2 |
| Stacey Thomas | 9 | 17.22 hr | 75% | 2 |
| Barry Ebbs | 7 | 1.28 hr | 100% | 0 |
| Chloe Dempsey | 6 | 4.66 hr | 83% | 1 |
| Kelly Gregory | 6 | 3.97 hr | 80% | 1 |
| Aiden Higgins | 5 | 15.96 hr | 60% | 2 |
| Daniel Blacker | 5 | 1.19 hr | 100% | 0 |
| Damian Armstrong | 4 | 5.69 hr | 75% | 1 |
| (Not recorded) | 4 | 1.36 hr | 100% | 0 |
| Rachael Parkin | 4 | 2.07 hr | 100% | 0 |
12 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 82.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306986 | Stacey Thomas | Dell Latitude 7420 | 2026-02-24 14:13 | 90.94 hr | +82.9 | TAG | Slow VPN |
| 306998 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-03-19 13:44 | 65.69 hr | +57.7 | AB | Backup job failed |
| 307032 | Anne-Marie Cable | Dell Wyse 5070 | 2026-05-27 12:31 | 42.85 hr | +34.9 | KB | Leaver process |
| 307029 | Stacey Thomas | WatchGuard T85-W | 2026-05-21 08:11 | 37.40 hr | +29.4 | KB | Backup job failed |
| 306976 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-02-09 10:49 | 32.55 hr | +24.6 | BK | Spoofed email reported |
| 306985 | Julie Herbert | HP t640 | 2026-02-23 13:45 | 11.27 hr | +3.3 | BK | Replacement keyboard |
| 307003 | Chloe Dempsey | HP EliteBook 840 G9 | 2026-03-27 15:05 | 11.23 hr | +3.2 | ML | Report not generating |
| 307012 | Damian Armstrong | Dell Wyse 5070 | 2026-04-14 10:31 | 10.85 hr | +2.9 | KB | Licence renewal |
| 307076 | Aiden Higgins | HP EliteBook 840 G9 | 2026-08-22 14:49 | 10.65 hr | +2.6 | TAG | Leaver process |
| 306989 | Julie Herbert | Lenovo ThinkCentre M70q | 2026-03-02 12:11 | 9.39 hr | +1.4 | BK | Licence renewal |
| 307027 | Anne-Marie Cable | Dell PowerEdge R750 | 2026-05-19 10:34 | 9.06 hr | +1.1 | BK | Spoofed email reported |
| 306991 | Kelly Gregory | Dell Wyse 5070 | 2026-03-04 09:51 | 8.31 hr | +0.3 | BK | Backup job failed |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Hardware | 4 | 14 Jan 2026 – 13 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 08 May 2026 – 22 Jul 2026 |
| Julie Herbert | Telephony | 3 | 13 Jan 2026 – 22 Jun 2026 |
| Stacey Thomas | Printing | 3 | 22 Jan 2026 – 07 Jul 2026 |
| Karen Taylor | Telephony | 3 | 03 Feb 2026 – 20 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 06 Feb 2026 – 19 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 4 | 19 Jan 2026 – 22 Jul 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 06 Feb 2026 – 25 Aug 2026 |
| HP t640 | Monitoring / server / security | 3 | 15 Jan 2026 – 16 Jul 2026 |
| Dell Wyse 5070 | Telephony | 3 | 20 Jan 2026 – 08 Jun 2026 |
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 3 | 13 Feb 2026 – 10 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
120 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| MOR915-100381 | 25 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Resolved | 1.18 hr | 1.1 days | Met |
| MOR915-100380 | 22 Aug 2026 | Incident | Leaver process User admin · TAG · Branch | P4 | Closed | 10.65 hr | 2.5 days | Missed |
| MOR915-100379 | 21 Aug 2026 | Change | Scan to email failing Printing · SE · Head Office | P4 | Closed | 3.64 hr | 2.1 days | Met |
| MOR915-100378 | 18 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.57 hr | 2.4 days | Met |
| MOR915-100377 | 17 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Closed | 3.93 hr | 1.4 hr | Met |
| MOR915-100376 | 15 Aug 2026 | Project · excluded | Database timeout Line of business app · KB · Head Office | P2 | In Progress | — | — | n/a |
| MOR915-100375 | 14 Aug 2026 | Incident | Printer offline Printing · AB · Remote | P4 | Closed | 0.38 hr | 1.0 days | Met |
| MOR915-100374 | 13 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | 1.47 hr | 1.5 days | Met |
| MOR915-100373 | 11 Aug 2026 | Quote · excluded | Retention change Backup · BK · Head Office | P3 | Open | — | — | n/a |
| MOR915-100372 | 10 Aug 2026 | Incident | Message quarantined Email · ML · Branch | P3 | Closed | 2.28 hr | 1.9 days | Met |
| MOR915-100371 | 05 Aug 2026 | Incident | Scan to email failing Printing · ML · Head Office | P3 | Resolved | 0.70 hr | 1.2 days | Met |
| MOR915-100370 | 04 Aug 2026 | Service Request · excluded | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | — | — | n/a |
| MOR915-100369 | 03 Aug 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 3.56 hr | 1.9 days | Met |
| MOR915-100368 | 31 Jul 2026 | Incident · excluded | MFA reset Security · SE · Branch | P2 | Resolved | — | — | n/a |
| MOR915-100367 | 29 Jul 2026 | Quote · excluded | Backup capacity review Backup · KB · Remote | P3 | In Progress | — | — | n/a |
| MOR915-100366 | 28 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Remote | P3 | Resolved | 3.38 hr | 9.6 hr | Met |
| MOR915-100365 | 24 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P4 | Closed | 1.06 hr | 0.6 hr | Met |
| MOR915-100364 | 23 Jul 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P4 | Resolved | 4.79 hr | 2.1 days | Met |
| MOR915-100363 | 22 Jul 2026 | Incident | Slow VPN Network · KB · Site 2 | P3 | Resolved | 0.51 hr | 18.2 hr | Met |
| MOR915-100362 | 20 Jul 2026 | Incident | New extension setup Telephony · SE · Branch | P4 | Closed | 0.09 hr | 10.7 hr | Met |
| MOR915-100361 | 18 Jul 2026 | Project · excluded | Outlook not syncing Microsoft 365 · AB · Remote | P3 | In Progress | — | — | n/a |
| MOR915-100360 | 17 Jul 2026 | Service Request | Handset registration Telephony · TAG · Branch | P4 | Closed | 5.18 hr | 13.5 hr | Met |
| MOR915-100359 | 16 Jul 2026 | Service Request | Switch port fault Network · KB · Remote | P3 | Resolved | 3.61 hr | 1.8 days | Met |
| MOR915-100358 | 15 Jul 2026 | Incident | Phishing report triage Security · SE · Branch | P4 | Closed | 2.26 hr | 1.2 days | Met |
| MOR915-100357 | 14 Jul 2026 | Change · excluded | Outlook not syncing Microsoft 365 · KB · Branch | P2 | Resolved | — | — | n/a |
| MOR915-100356 | 10 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 5.71 hr | 1.2 days | Met |
| MOR915-100355 | 08 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P4 | Closed | 5.34 hr | 1.5 days | Met |
| MOR915-100354 | 07 Jul 2026 | Service Request | New printer driver rollout Printing · ML · Branch | P4 | Closed | 0.36 hr | 1.5 days | Met |
| MOR915-100353 | 03 Jul 2026 | Service Request | Message quarantined Email · BK · Head Office | P3 | Closed | 2.77 hr | 1.3 days | Met |
| MOR915-100352 | 30 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Resolved | 1.78 hr | 7.0 hr | Met |
| MOR915-100351 | 29 Jun 2026 | Service Request | Replacement keyboard Hardware · BK · Remote | P3 | Closed | 2.09 hr | 2.1 days | Met |
| MOR915-100350 | 25 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Closed | 0.48 hr | 2.4 days | Met |
| MOR915-100349 | 24 Jun 2026 | Quote · excluded | Call quality issue Telephony · SE · Head Office | P4 | Resolved | — | — | n/a |
| MOR915-100348 | 23 Jun 2026 | Service Request | Scan to email failing Printing · SE · Remote | P2 | Resolved | 0.92 hr | 2.5 days | Met |
| MOR915-100347 | 22 Jun 2026 | Incident | Handset registration Telephony · TAG · Branch | P3 | Closed | 0.35 hr | 1.9 days | Met |
| MOR915-100346 | 19 Jun 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 2.28 hr | 13.1 hr | Met |
| MOR915-100345 | 16 Jun 2026 | Quote · excluded | Retention change Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| MOR915-100344 | 10 Jun 2026 | Quote · excluded | Mailbox delegation Email · ML · Head Office | P3 | Closed | — | — | n/a |
| MOR915-100343 | 09 Jun 2026 | Quote · excluded | New extension setup Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| MOR915-100342 | 08 Jun 2026 | Incident | Voicemail not delivering Telephony · TAG · Branch | P3 | Closed | 0.98 hr | 2.5 days | Met |
| MOR915-100341 | 04 Jun 2026 | Incident | Scan to email failing Printing · SE · Remote | P2 | Resolved | 0.37 hr | 1.2 days | Met |
| MOR915-100340 | 03 Jun 2026 | Incident · excluded | Printer offline Printing · ML · Remote | P2 | Closed | — | — | n/a |
| MOR915-100339 | 02 Jun 2026 | Change | Voicemail not delivering Telephony · KB · Remote | P2 | Closed | 0.38 hr | 1.3 days | Met |
| MOR915-100338 | 29 May 2026 | Quote · excluded | MFA reset Security · KB · Site 2 | P3 | Closed | — | — | n/a |
| MOR915-100337 | 28 May 2026 | Change | New starter setup User admin · AB · Branch | P4 | Resolved | 0.37 hr | 21.4 hr | Met |
| MOR915-100336 | 27 May 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Closed | 42.85 hr | 8.6 hr | Missed |
| MOR915-100335 | 25 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Closed | 1.36 hr | 2.1 days | Met |
| MOR915-100334 | 22 May 2026 | Incident · excluded | Toner replacement Printing · ML · Head Office | P4 | Closed | — | — | n/a |
| MOR915-100333 | 21 May 2026 | Incident | Backup job failed Backup · KB · Head Office | P3 | Closed | 37.40 hr | 1.4 days | Missed |
| MOR915-100332 | 20 May 2026 | Service Request · excluded | Printer offline Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| MOR915-100331 | 19 May 2026 | Incident | Spoofed email reported Email · BK · Head Office | P4 | Closed | 9.06 hr | 1.1 days | Missed |
| MOR915-100330 | 18 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Branch | P2 | Closed | 0.12 hr | 22.0 hr | Met |
| MOR915-100329 | 15 May 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P4 | Closed | 0.40 hr | 2.3 days | Met |
| MOR915-100328 | 12 May 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Closed | — | — | n/a |
| MOR915-100327 | 08 May 2026 | Service Request | MFA reset Security · SE · Branch | P4 | Closed | 2.03 hr | 19.7 hr | Met |
| MOR915-100326 | 07 May 2026 | Quote · excluded | MFA reset Security · AB · Head Office | P4 | Closed | — | — | n/a |
| MOR915-100325 | 06 May 2026 | Incident | Retention change Backup · TAG · Branch | P2 | Resolved | 2.77 hr | 19.5 hr | Met |
| MOR915-100324 | 30 Apr 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P1 | Resolved | — | — | n/a |
| MOR915-100323 | 28 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 1.11 hr | 10.0 hr | Met |
| MOR915-100322 | 27 Apr 2026 | Project · excluded | Switch port fault Network · SE · Head Office | P2 | Closed | — | — | n/a |
| MOR915-100321 | 24 Apr 2026 | Quote · excluded | Leaver process User admin · TAG · Head Office | P4 | Closed | — | — | n/a |
| MOR915-100320 | 23 Apr 2026 | Incident | New starter setup User admin · BK · Head Office | P2 | Closed | 3.29 hr | 9.1 hr | Met |
| MOR915-100319 | 20 Apr 2026 | Service Request | New extension setup Telephony · ML · Branch | P3 | Resolved | 5.18 hr | 1.0 days | Met |
| MOR915-100318 | 16 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P2 | Closed | 1.20 hr | 1.1 days | Met |
| MOR915-100317 | 15 Apr 2026 | Service Request | Restore request Backup · ML · Branch | P1 | Closed | 1.00 hr | 6.4 hr | Met |
| MOR915-100316 | 14 Apr 2026 | Incident | Licence renewal Line of business app · KB · Site 2 | P4 | Resolved | 10.85 hr | 5.4 hr | Missed |
| MOR915-100315 | 10 Apr 2026 | Project · excluded | Outlook not syncing Microsoft 365 · TAG · Remote | P3 | Closed | — | — | n/a |
| MOR915-100314 | 08 Apr 2026 | Incident | Replacement keyboard Hardware · KB · Site 2 | P3 | Closed | 1.29 hr | 4.3 hr | Met |
| MOR915-100313 | 07 Apr 2026 | Incident · excluded | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | — | — | n/a |
| MOR915-100312 | 06 Apr 2026 | Incident · excluded | Handset registration Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| MOR915-100311 | 02 Apr 2026 | Incident | Screen flickering Hardware · KB · Branch | P3 | Closed | 1.20 hr | 1.0 days | Met |
| MOR915-100310 | 01 Apr 2026 | Service Request | Permission change User admin · BK · Head Office | P1 | Resolved | 1.11 hr | 5.6 hr | Met |
| MOR915-100309 | 30 Mar 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| MOR915-100308 | 28 Mar 2026 | Service Request | Printer offline Printing · TAG · Site 2 | P2 | Closed | 0.49 hr | 15.0 hr | Met |
| MOR915-100307 | 27 Mar 2026 | Service Request | Report not generating Line of business app · ML · Remote | P1 | Resolved | 11.23 hr | 4.9 hr | Missed |
| MOR915-100306 | 26 Mar 2026 | Service Request | Mailbox delegation Email · TAG · Remote | P3 | Resolved | 1.06 hr | 20.3 hr | Met |
| MOR915-100305 | 25 Mar 2026 | Incident · excluded | Handset registration Telephony · TAG · Remote | P3 | Closed | — | — | n/a |
| MOR915-100304 | 24 Mar 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Closed | 0.81 hr | 1.4 days | Met |
| MOR915-100303 | 23 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Closed | 0.65 hr | 2.2 days | Met |
| MOR915-100302 | 19 Mar 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 65.69 hr | 1.8 days | Missed |
| MOR915-100301 | 18 Mar 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P2 | Closed | 1.08 hr | 16.9 hr | Met |
| MOR915-100300 | 16 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P3 | Resolved | 0.37 hr | 20.6 hr | Met |
| MOR915-100299 | 12 Mar 2026 | Incident · excluded | Phishing report triage Security · ML · Head Office | P3 | Resolved | — | — | n/a |
| MOR915-100298 | 10 Mar 2026 | Incident | Backup capacity review Backup · SE · Remote | P4 | Closed | 1.09 hr | 2.3 days | Met |
| MOR915-100297 | 06 Mar 2026 | Incident · excluded | New starter setup User admin · BK · Head Office | P4 | Resolved | — | — | n/a |
| MOR915-100296 | 05 Mar 2026 | Planned Install · excluded | New extension setup Telephony · BK · Remote | P3 | Closed | — | — | n/a |
| MOR915-100295 | 04 Mar 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Resolved | 8.31 hr | 1.7 days | Missed |
| MOR915-100294 | 03 Mar 2026 | Incident | Backup capacity review Backup · TAG · Branch | P3 | Closed | 5.02 hr | 18.2 hr | Met |
| MOR915-100293 | 02 Mar 2026 | Change | Licence renewal Line of business app · BK · Branch | P3 | Resolved | 9.39 hr | 1.0 days | Missed |
| MOR915-100292 | 01 Mar 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P2 | Closed | 0.83 hr | 1.5 days | Met |
| MOR915-100291 | 26 Feb 2026 | Incident | Application crash on launch Line of business app · AB · Remote | P3 | Closed | 3.90 hr | 1.2 days | Met |
| MOR915-100290 | 24 Feb 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Resolved | 90.94 hr | 1.8 days | Missed |
| MOR915-100289 | 23 Feb 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 11.27 hr | 1.5 days | Missed |
| MOR915-100288 | 20 Feb 2026 | Service Request · excluded | Spoofed email reported Email · AB · Head Office | P4 | Closed | — | — | n/a |
| MOR915-100287 | 18 Feb 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Closed | 0.25 hr | 2.0 days | Met |
| MOR915-100286 | 16 Feb 2026 | Quote · excluded | Printer offline Printing · SE · Branch | P1 | Closed | — | — | n/a |
| MOR915-100285 | 14 Feb 2026 | Quote · excluded | Handset registration Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| MOR915-100284 | 13 Feb 2026 | Change | OneDrive sync conflict Microsoft 365 · TAG · Remote | P4 | Resolved | 1.45 hr | 6.0 hr | Met |
| MOR915-100283 | 12 Feb 2026 | Incident | MFA reset Security · BK · Branch | P3 | Closed | 1.18 hr | 1.2 days | Met |
| MOR915-100282 | 11 Feb 2026 | Change | Restore request Backup · AB · Remote | P2 | Resolved | 1.50 hr | 1.3 days | Met |
| MOR915-100281 | 10 Feb 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 0.65 hr | 3.6 hr | Met |
| MOR915-100280 | 09 Feb 2026 | Service Request | Spoofed email reported Email · BK · Branch | P3 | Closed | 32.55 hr | 1.6 days | Missed |
| MOR915-100279 | 08 Feb 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 3.20 hr | 1.8 days | Met |
| MOR915-100278 | 06 Feb 2026 | Service Request | Mailbox delegation Email · BK · Remote | P3 | Closed | 2.08 hr | 1.3 days | Met |
| MOR915-100277 | 05 Feb 2026 | Incident | New extension setup Telephony · ML · Branch | P3 | Closed | 6.26 hr | 1.6 days | Met |
| MOR915-100276 | 03 Feb 2026 | Service Request | Call quality issue Telephony · BK · Remote | P4 | Closed | 1.38 hr | 2.1 days | Met |
| MOR915-100275 | 29 Jan 2026 | Quote · excluded | New extension setup Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| MOR915-100274 | 28 Jan 2026 | Service Request | Voicemail not delivering Telephony · TAG · Remote | P3 | Closed | 0.35 hr | 1.9 days | Met |
| MOR915-100273 | 27 Jan 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | 3.91 hr | 13.2 hr | Met |
| MOR915-100272 | 26 Jan 2026 | Change | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | 0.45 hr | 8.9 hr | Met |
| MOR915-100271 | 22 Jan 2026 | Incident | Scan to email failing Printing · ML · Head Office | P4 | Closed | 1.26 hr | 20.0 hr | Met |
| MOR915-100270 | 21 Jan 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| MOR915-100269 | 20 Jan 2026 | Incident | New extension setup Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| MOR915-100268 | 19 Jan 2026 | Service Request | MFA reset Security · KB · Head Office | P3 | Closed | 1.35 hr | 1.1 days | Met |
| MOR915-100267 | 16 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | Closed | 2.12 hr | 9.8 hr | Met |
| MOR915-100266 | 15 Jan 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Resolved | 1.03 hr | 2.0 days | Met |
| MOR915-100265 | 14 Jan 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P4 | Resolved | 0.89 hr | 2.0 days | Met |
| MOR915-100264 | 13 Jan 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P4 | Closed | 0.74 hr | 2.1 days | Met |
| MOR915-100263 | 09 Jan 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Resolved | 7.71 hr | 2.2 days | Met |
| MOR915-100262 | 01 Jan 2026 | Incident | Backup capacity review Backup · ML · Branch | P3 | Closed | 1.01 hr | 2.9 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.