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Moreton Media LLP

MOR967ActiveManaged contract

moretonmedia.co.uk · Media · Account manager Dan Okafor

Microsoft 365Healthy3 days agoSupport & assets (SQL)Partial17 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. 28 records in this selection sit outside that — quotes, projects and planned installs, plus 10 calls billed time and materials. They stay visible for volume context.

Service performance

69 eligible records in this year
Average first response
3.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
95.4%
3 call(s) over the 8-hour target
First-time fix
61.8%
Where the source records the field

Volume

Contract calls
69
97 calls logged in the period
Off contract
10
£3,812.25 chargeable
Open / closed
5 / 92
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

69
records
  • User admin11
  • Line of business app10
  • Hardware8
  • Telephony8
  • Printing8
  • Microsoft 3658

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026693.87 hr95.4%328

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 Taylor156.84 hr85%2
Stacey Thomas102.52 hr100%0
Kelly Gregory82.68 hr100%0
Anne-Marie Cable83.38 hr100%0
Damian Armstrong62.56 hr100%0
Julie Herbert50.98 hr100%0
Barry Ebbs411.19 hr75%1
Daniel Blacker34.07 hr100%0
(Not recorded)20.49 hr100%0
Phil Jenkins20.53 hr100%0
Chloe Dempsey21.86 hr100%0
Rachael Parkin22.92 hr100%0

3 contract calls missed the 8-hour target

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

Longest 36.3 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
302275Karen TaylorDell Latitude E74702026-03-13 11:3644.33 hr+36.3ABDocking station not detected
302328Barry EbbsBrother MFC-L86902026-08-07 10:4241.48 hr+33.5MLNew printer driver rollout
302261Karen TaylorBrother MFC-L86902026-02-13 16:0230.01 hr+22.0KBName change request

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Kelly GregoryLine of business app416 Mar 2026 – 27 May 2026
Stacey ThomasLine of business app327 Jan 2026 – 29 Jul 2026
Karen TaylorUser administration313 Feb 2026 – 21 Aug 2026
Anne-Marie CableUser administration331 Mar 2026 – 24 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Lenovo ThinkCentre M70qHardware305 Feb 2026 – 31 Jul 2026
HPE ProLiant DL380 Gen10Email / Microsoft 365325 Mar 2026 – 11 Jun 2026
Dell Latitude E7470Monitoring / server / security306 Apr 2026 – 12 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
MOR967-10029925 Aug 2026IncidentName change request
User admin · BK · Head Office
P3Resolved1.41 hr1.7 daysMet
MOR967-10029824 Aug 2026IncidentNew starter setup
User admin · AB · Head Office
P3Closed0.46 hr2.1 daysMet
MOR967-10029721 Aug 2026IncidentPermission change
User admin · TAG · Remote
P3Open——n/a
MOR967-10029620 Aug 2026Project · excludedScreen flickering
Hardware · BK · Head Office
P4Open——n/a
MOR967-10029519 Aug 2026Incident · excludedNew extension setup
Telephony · KB · Head Office
P2Closed——n/a
MOR967-10029418 Aug 2026Project · excludedNew starter setup
User admin · SE · Branch
P3Open——n/a
MOR967-10029317 Aug 2026Quote · excludedReplacement keyboard
Hardware · BK · Head Office
P3Open——n/a
MOR967-10029214 Aug 2026ChangeSharePoint permission request
Microsoft 365 · SE · Head Office
P3Closed6.88 hr1.4 daysMet
MOR967-10029113 Aug 2026Service RequestCall quality issue
Telephony · KB · Head Office
P3Closed3.58 hr1.1 daysMet
MOR967-10029012 Aug 2026IncidentSlow VPN
Network · KB · Head Office
P3Closed1.17 hr1.3 hrMet
MOR967-10028910 Aug 2026Service RequestOutlook not syncing
Microsoft 365 · KB · Remote
P4Closed5.92 hr1.1 daysMet
MOR967-10028807 Aug 2026IncidentNew printer driver rollout
Printing · ML · Head Office
P2Closed41.48 hr2.4 daysMissed
MOR967-10028704 Aug 2026IncidentPrinter offline
Printing · TAG · Head Office
P4Closed1.23 hr2.0 daysMet
MOR967-10028631 Jul 2026Service RequestReplacement keyboard
Hardware · AB · Remote
P2Closed4.90 hr1.7 daysMet
MOR967-10028530 Jul 2026IncidentScreen flickering
Hardware · TAG · Branch
P4Resolved5.80 hr12.5 hrMet
MOR967-10028429 Jul 2026IncidentDatabase timeout
Line of business app · BK · Head Office
P3Resolved0.76 hr1.1 daysMet
MOR967-10028327 Jul 2026Service RequestNew starter setup
User admin · SE · Head Office
P3Closed0.69 hr2.2 daysMet
MOR967-10028223 Jul 2026Service Request · excludedToner replacement
Printing · ML · Branch
P4Closed——n/a
MOR967-10028120 Jul 2026Project · excludedVoicemail not delivering
Telephony · BK · Head Office
P3Open——n/a
MOR967-10028017 Jul 2026Service RequestSharePoint permission request
Microsoft 365 · ML · Remote
P2Resolved1.47 hr12.3 hrMet
MOR967-10027915 Jul 2026ChangeScan to email failing
Printing · ML · Branch
P2Closed4.95 hr3.8 hrMet
MOR967-10027813 Jul 2026ChangeOneDrive sync conflict
Microsoft 365 · BK · Remote
P3Resolved0.84 hr1.3 daysMet
MOR967-10027703 Jul 2026IncidentEndpoint alert investigation
Security · BK · Branch
P4Closed1.35 hr1.6 daysMet
MOR967-10027626 Jun 2026Quote · excludedTeams sign-in loop
Microsoft 365 · ML · Remote
P3Closed——n/a
MOR967-10027523 Jun 2026Service RequestEndpoint alert investigation
Security · BK · Remote
P4Closed3.37 hr1.4 daysMet
MOR967-10027419 Jun 2026Project · excludedName change request
User admin · BK · Branch
P4Closed——n/a
MOR967-10027318 Jun 2026IncidentMFA reset
Security · TAG · Remote
P1Closed4.55 hr14.1 hrMet
MOR967-10027216 Jun 2026IncidentNew starter setup
User admin · SE · Head Office
P3Closed0.35 hr20.2 hrMet
MOR967-10027112 Jun 2026Project · excludedSpoofed email reported
Email · SE · Branch
P3Closed——n/a
MOR967-10027011 Jun 2026IncidentOutlook not syncing
Microsoft 365 · BK · Remote
P3Resolved1.46 hr19.9 hrMet
MOR967-10026909 Jun 2026Quote · excludedScreen flickering
Hardware · TAG · Head Office
P3Closed——n/a
MOR967-10026808 Jun 2026Quote · excludedPermission change
User admin · AB · Remote
P3Resolved——n/a
MOR967-10026703 Jun 2026IncidentSpoofed email reported
Email · AB · Site 2
P4Closed2.00 hr1.1 daysMet
MOR967-10026601 Jun 2026Incident · excludedScan to email failing
Printing · KB · Head Office
P3Resolved——n/a
MOR967-10026527 May 2026IncidentApplication crash on launch
Line of business app · ML · Head Office
P3Closed5.74 hr1.1 daysMet
MOR967-10026425 May 2026Quote · excludedMessage quarantined
Email · TAG · Branch
P4Closed——n/a
MOR967-10026320 May 2026Service Request · excludedSuspicious sign-in review
Security · BK · Site 2
P3Resolved——n/a
MOR967-10026219 May 2026IncidentLicence renewal
Line of business app · ML · Head Office
P4Closed1.42 hr2.2 daysMet
MOR967-10026118 May 2026IncidentDocking station not detected
Hardware · TAG · Head Office
P3Closed0.82 hr23.7 hrMet
MOR967-10026015 May 2026Service RequestNew extension setup
Telephony · TAG · Head Office
P3Closed1.30 hr1.1 daysMet
MOR967-10025912 May 2026Project · excludedLicence renewal
Line of business app · AB · Remote
P3Resolved——n/a
MOR967-10025807 May 2026Service RequestApplication crash on launch
Line of business app · SE · Remote
P3Closed0.34 hr18.9 hrMet
MOR967-10025706 May 2026Service RequestPrinter offline
Printing · ML · Site 2
P3Closed4.06 hr1.8 daysMet
MOR967-10025605 May 2026ChangeWi-Fi dropouts in warehouse
Network · BK · Head Office
P3Resolved4.59 hr1.8 daysMet
MOR967-10025504 May 2026IncidentReport not generating
Line of business app · TAG · Head Office
P3Resolved0.79 hr2.0 hrMet
MOR967-10025401 May 2026Project · excludedEndpoint alert investigation
Security · AB · Head Office
P4Closed——n/a
MOR967-10025330 Apr 2026Service RequestApplication crash on launch
Line of business app · KB · Head Office
P3Closed2.87 hr19.8 hrMet
MOR967-10025229 Apr 2026Project · excludedVoicemail not delivering
Telephony · SE · Head Office
P4Closed——n/a
MOR967-10025128 Apr 2026Incident · excludedHandset registration
Telephony · AB · Branch
P3Closed——n/a
MOR967-10025027 Apr 2026Service Request · excludedReport not generating
Line of business app · BK · Head Office
P3Resolved——n/a
MOR967-10024924 Apr 2026ChangePhishing report triage
Security · KB · Remote
P4Resolved1.34 hr1.4 daysMet
MOR967-10024823 Apr 2026Service RequestReport not generating
Line of business app · KB · Head Office
P4Closed1.50 hr1.5 daysMet
MOR967-10024722 Apr 2026Service RequestScreen flickering
Hardware · ML · Head Office
P4Closed0.53 hr15.5 hrMet
MOR967-10024620 Apr 2026IncidentMFA reset
Security · ML · Head Office
P3Closed0.06 hr2.3 daysMet
MOR967-10024516 Apr 2026Service RequestLaptop will not boot
Hardware · AB · Head Office
P3Resolved0.66 hr1.7 daysMet
MOR967-10024414 Apr 2026Planned Install · excludedNew starter setup
User admin · AB · Remote
P4Closed——n/a
MOR967-10024307 Apr 2026IncidentSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Closed0.61 hr1.3 daysMet
MOR967-10024206 Apr 2026Service RequestSlow VPN
Network · KB · Head Office
P2Closed0.70 hr1.5 daysMet
MOR967-10024131 Mar 2026IncidentPermission change
User admin · AB · Branch
P3Closed7.08 hr19.1 hrMet
MOR967-10024030 Mar 2026Quote · excludedBackup job failed
Backup · KB · Remote
P3Resolved——n/a
MOR967-10023927 Mar 2026IncidentLeaver process
User admin · ML · Head Office
P2Resolved3.08 hr2.3 daysMet
MOR967-10023825 Mar 2026ChangeSharePoint permission request
Microsoft 365 · BK · Head Office
P2Closed0.08 hr1.7 daysMet
MOR967-10023720 Mar 2026Service RequestNew extension setup
Telephony · AB · Head Office
P1Closed0.71 hr1.1 hrMet
MOR967-10023616 Mar 2026ChangeApplication crash on launch
Line of business app · TAG · Branch
P3Resolved5.29 hr19.8 hrMet
MOR967-10023513 Mar 2026Service RequestDocking station not detected
Hardware · AB · Head Office
P4Closed44.33 hr10.0 hrMissed
MOR967-10023410 Mar 2026ChangePrinter offline
Printing · TAG · Head Office
P4Resolved5.25 hr14.2 hrMet
MOR967-10023307 Mar 2026Service RequestNew extension setup
Telephony · KB · Remote
P3Closed0.96 hr2.1 daysMet
MOR967-10023205 Mar 2026Planned Install · excludedSharePoint permission request
Microsoft 365 · KB · Head Office
P4Resolved——n/a
MOR967-10023104 Mar 2026IncidentCall quality issue
Telephony · KB · Head Office
P3Closed0.32 hr1.8 daysMet
MOR967-10023028 Feb 2026ChangeVoicemail not delivering
Telephony · ML · Head Office
P3Closed3.38 hr18.2 hrMet
MOR967-10022926 Feb 2026IncidentOutlook not syncing
Microsoft 365 · BK · Site 2
P3Closed——n/a
MOR967-10022825 Feb 2026IncidentVoicemail not delivering
Telephony · TAG · Remote
P4Closed0.93 hr15.1 hrMet
MOR967-10022724 Feb 2026IncidentBackup job failed
Backup · AB · Head Office
P3Closed1.78 hr1.3 daysMet
MOR967-10022623 Feb 2026IncidentName change request
User admin · SE · Remote
P3Closed4.73 hr4.9 hrMet
MOR967-10022520 Feb 2026Project · excludedPrinter offline
Printing · ML · Head Office
P3Resolved——n/a
MOR967-10022418 Feb 2026IncidentNew printer driver rollout
Printing · ML · Head Office
P4Closed0.60 hr1.2 daysMet
MOR967-10022317 Feb 2026Service RequestRetention change
Backup · SE · Branch
P3Closed0.05 hr2.1 daysMet
MOR967-10022216 Feb 2026Project · excludedApplication crash on launch
Line of business app · AB · Head Office
P2Resolved——n/a
MOR967-10022113 Feb 2026IncidentName change request
User admin · KB · Head Office
P2Resolved30.01 hr2.2 daysMissed
MOR967-10022012 Feb 2026IncidentSwitch port fault
Network · AB · Head Office
P4Resolved5.95 hr1.8 daysMet
MOR967-10021910 Feb 2026IncidentLeaver process
User admin · SE · Head Office
P3Closed5.83 hr2.3 daysMet
MOR967-10021809 Feb 2026Service RequestSlow VPN
Network · ML · Head Office
P4Resolved2.91 hr21.6 hrMet
MOR967-10021705 Feb 2026IncidentDocking station not detected
Hardware · KB · Head Office
P2Closed0.48 hr2.0 daysMet
MOR967-10021604 Feb 2026IncidentApplication crash on launch
Line of business app · ML · Remote
P2Closed——n/a
MOR967-10021501 Feb 2026Change · excludedMessage quarantined
Email · BK · Head Office
P4Closed——n/a
MOR967-10021430 Jan 2026Service RequestToner replacement
Printing · BK · Head Office
P3Closed0.45 hr1.1 daysMet
MOR967-10021328 Jan 2026Change · excludedLeaver process
User admin · BK · Branch
P3Resolved——n/a
MOR967-10021227 Jan 2026Service RequestReport not generating
Line of business app · KB · Head Office
P4Closed1.32 hr19.5 hrMet
MOR967-10021120 Jan 2026IncidentScan to email failing
Printing · BK · Branch
P3Closed0.85 hr1.8 daysMet
MOR967-10021015 Jan 2026Incident · excludedNew starter setup
User admin · SE · Head Office
P4Closed——n/a
MOR967-10020914 Jan 2026IncidentRestore request
Backup · ML · Branch
P3Closed0.61 hr12.5 hrMet
MOR967-10020812 Jan 2026IncidentPermission change
User admin · TAG · Remote
P3Resolved0.92 hr2.2 daysMet
MOR967-10020709 Jan 2026Service RequestDistribution list change
Email · KB · Branch
P4Closed1.00 hr19.3 hrMet
MOR967-10020607 Jan 2026IncidentBackup capacity review
Backup · KB · Head Office
P3Resolved0.42 hr6.5 hrMet
MOR967-10020506 Jan 2026IncidentHandset registration
Telephony · BK · Head Office
P3Closed0.50 hr20.7 hrMet
MOR967-10020405 Jan 2026Service RequestLaptop will not boot
Hardware · TAG · Branch
P4Closed——n/a
MOR967-10020302 Jan 2026Incident · excludedPhishing report triage
Security · AB · Branch
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.