SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 51 records in this selection sit outside that — quotes, projects and planned installs, plus 21 calls billed time and materials. They stay visible for volume context.
Service performance
137 eligible records in this yearAverage first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.8%
15 call(s) over the 8-hour target
First-time fix
71.3%
Where the source records the field
Volume
Contract calls
137
188 calls logged in the period
Off contract
21
£7,063.5 chargeable
Open / closed
4 / 184
Across the selected period
Data-quality gaps
3
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
137
records
- Line of business app19
- Microsoft 36517
- Hardware16
- Printing15
- User admin14
- Security13
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 137 | 4.69 hr | 88.8% | 15 | 51 |
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 | 19 | 3.16 hr | 89% | 2 |
| Karen Taylor | 17 | 5.24 hr | 88% | 2 |
| Stacey Thomas | 15 | 1.86 hr | 100% | 0 |
| Chloe Dempsey | 11 | 7.52 hr | 82% | 2 |
| Barry Ebbs | 10 | 2.13 hr | 100% | 0 |
| Julie Herbert | 10 | 4.31 hr | 80% | 2 |
| Damian Armstrong | 10 | 17.02 hr | 80% | 2 |
| Kelly Gregory | 9 | 1.52 hr | 89% | 1 |
| Phil Jenkins | 9 | 3.22 hr | 78% | 2 |
| Daniel Blacker | 8 | 1.78 hr | 100% | 0 |
| Rachael Parkin | 7 | 1.77 hr | 86% | 1 |
| Aiden Higgins | 7 | 9.15 hr | 86% | 1 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 141.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301762 | Damian Armstrong | Samsung Galaxy S23 | 2026-02-09 11:24 | 149.29 hr | +141.3 | TAG | Database timeout |
| 301796 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-03-27 10:28 | 47.83 hr | +39.8 | BK | Voicemail not delivering |
| 301831 | Aiden Higgins | Samsung Galaxy S23 | 2026-05-05 13:52 | 47.64 hr | +39.6 | KB | Distribution list change |
| 301806 | Karen Taylor | HP ProDesk 400 G7 | 2026-04-06 08:40 | 42.97 hr | +35.0 | ML | New extension setup |
| 301866 | Karen Taylor | Apple MacBook Pro 14 | 2026-06-19 08:21 | 17.62 hr | +9.6 | BK | Printer offline |
| 301911 | Damian Armstrong | Ruckus R550 | 2026-08-10 11:26 | 16.41 hr | +8.4 | KB | Database timeout |
| 301874 | Julie Herbert | HPE ProLiant DL360 Gen9 | 2026-06-30 17:07 | 13.75 hr | +5.8 | BK | Restore request |
| 301917 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-08-16 11:21 | 11.10 hr | +3.1 | BK | Retention change |
| 301854 | Phil Jenkins | HP EliteBook 840 G9 | 2026-06-03 12:48 | 10.64 hr | +2.6 | SE | Name change request |
| 301779 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-03-06 11:44 | 10.23 hr | +2.2 | ML | Outlook not syncing |
| 301803 | Kelly Gregory | Dell Latitude 5440 | 2026-04-02 11:07 | 9.46 hr | +1.5 | ML | Call quality issue |
| 301880 | Phil Jenkins | HP ProBook 450 G6 | 2026-07-07 10:15 | 9.41 hr | +1.4 | BK | New printer driver rollout |
| 301819 | Anne-Marie Cable | Dell Latitude E7470 | 2026-04-22 16:21 | 8.78 hr | +0.8 | AB | Licence renewal |
| 301863 | Julie Herbert | Lenovo ThinkCentre M70q | 2026-06-17 13:50 | 8.53 hr | +0.5 | AB | Switch port fault |
| 301894 | Rachael Parkin | HP ProDesk 400 G7 | 2026-07-20 15:09 | 8.11 hr | +0.1 | KB | Site offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Line of business app | 6 | 20 Jan 2026 – 17 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 5 | 23 Jan 2026 – 17 Aug 2026 |
| Karen Taylor | Telephony | 4 | 07 Jan 2026 – 06 Jul 2026 |
| Stacey Thomas | Line of business app | 4 | 22 Jan 2026 – 11 Jun 2026 |
| Kelly Gregory | Monitoring / server / security | 4 | 23 Jan 2026 – 23 Jun 2026 |
| Daniel Blacker | Email / Microsoft 365 | 4 | 31 Mar 2026 – 21 Jul 2026 |
| Anne-Marie Cable | User administration | 3 | 01 Jan 2026 – 08 Jun 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 21 Jan 2026 – 03 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Samsung Galaxy S23 | Line of business app | 5 | 09 Feb 2026 – 17 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 4 | 21 Jan 2026 – 03 Aug 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 4 | 23 Jan 2026 – 17 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 4 | 09 Feb 2026 – 23 Apr 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 4 | 11 Feb 2026 – 21 Jul 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 4 | 23 Feb 2026 – 07 Aug 2026 |
| HP ProBook 450 G6 | Printing | 4 | 27 Feb 2026 – 20 Jul 2026 |
| Dell Latitude E7470 | Hardware | 4 | 14 Apr 2026 – 02 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
188 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| NET932-100598 | 25 Aug 2026 | Planned Install · excluded | Name change request User admin · ML · Remote | P4 | Closed | — | — | n/a |
| NET932-100597 | 24 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | In Progress | — | — | n/a |
| NET932-100596 | 21 Aug 2026 | Incident | Screen flickering Hardware · SE · Remote | P3 | Resolved | 0.41 hr | 1.8 days | Met |
| NET932-100595 | 18 Aug 2026 | Incident | Slow VPN Network · AB · Head Office | P2 | Resolved | 0.75 hr | 20.0 hr | Met |
| NET932-100594 | 17 Aug 2026 | Service Request | Switch port fault Network · KB · Remote | P2 | Resolved | 0.86 hr | 1.1 days | Met |
| NET932-100593 | 17 Aug 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| NET932-100592 | 16 Aug 2026 | Service Request | Retention change Backup · BK · Remote | P3 | Resolved | 11.10 hr | 7.4 hr | Missed |
| NET932-100591 | 15 Aug 2026 | Quote · excluded | Database timeout Line of business app · TAG · Branch | P3 | Open | — | — | n/a |
| NET932-100590 | 15 Aug 2026 | Project · excluded | Spoofed email reported Email · BK · Head Office | P4 | Open | — | — | n/a |
| NET932-100589 | 13 Aug 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 6.59 hr | 7.6 hr | Met |
| NET932-100588 | 13 Aug 2026 | Planned Install · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Open | — | — | n/a |
| NET932-100587 | 12 Aug 2026 | Incident · excluded | Restore request Backup · KB · Remote | P4 | Resolved | — | — | n/a |
| NET932-100586 | 10 Aug 2026 | Incident | Database timeout Line of business app · KB · Head Office | P1 | Resolved | 16.41 hr | 15.4 hr | Missed |
| NET932-100585 | 07 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 1.05 hr | 5.1 hr | Met |
| NET932-100584 | 06 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Remote | P3 | Resolved | 0.56 hr | 2.1 days | Met |
| NET932-100583 | 05 Aug 2026 | Service Request | Licence renewal Line of business app · KB · Remote | P4 | Closed | 0.65 hr | 1.6 days | Met |
| NET932-100582 | 05 Aug 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Closed | 1.91 hr | 2.1 days | Met |
| NET932-100581 | 04 Aug 2026 | Service Request | Name change request User admin · BK · Head Office | P2 | Closed | 1.06 hr | 2.5 days | Met |
| NET932-100580 | 04 Aug 2026 | Incident | Printer offline Printing · KB · Site 2 | P3 | Closed | 2.20 hr | 1.1 days | Met |
| NET932-100579 | 03 Aug 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 0.74 hr | 1.3 days | Met |
| NET932-100578 | 03 Aug 2026 | Service Request | Name change request User admin · TAG · Remote | P3 | Closed | 1.98 hr | 1.8 days | Met |
| NET932-100577 | 31 Jul 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P4 | Resolved | 1.18 hr | 1.9 days | Met |
| NET932-100576 | 30 Jul 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 0.70 hr | 1.9 days | Met |
| NET932-100575 | 28 Jul 2026 | Quote · excluded | Database timeout Line of business app · BK · Branch | P3 | Resolved | — | — | n/a |
| NET932-100574 | 25 Jul 2026 | Incident · excluded | Scan to email failing Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| NET932-100573 | 24 Jul 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Resolved | 2.50 hr | 2.3 hr | Met |
| NET932-100572 | 22 Jul 2026 | Change | Name change request User admin · BK · Head Office | P3 | Resolved | 0.60 hr | 0.3 hr | Met |
| NET932-100571 | 21 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Remote | P2 | Resolved | 1.20 hr | 2.1 days | Met |
| NET932-100570 | 20 Jul 2026 | Incident | New printer driver rollout Printing · BK · Branch | P4 | Closed | 0.35 hr | 22.7 hr | Met |
| NET932-100569 | 20 Jul 2026 | Incident | Site offline Network · KB · Head Office | P3 | Resolved | 8.11 hr | 1.0 days | Missed |
| NET932-100568 | 17 Jul 2026 | Incident | Database timeout Line of business app · AB · Head Office | P4 | Closed | 0.99 hr | 18.0 hr | Met |
| NET932-100567 | 17 Jul 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Resolved | 3.42 hr | 11.0 hr | Met |
| NET932-100566 | 16 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | 1.21 hr | 17.0 hr | Met |
| NET932-100565 | 16 Jul 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P1 | Resolved | 0.69 hr | 13.9 hr | Met |
| NET932-100564 | 15 Jul 2026 | Change | Docking station not detected Hardware · KB · Head Office | P4 | Resolved | 0.51 hr | 1.8 days | Met |
| NET932-100563 | 15 Jul 2026 | Incident · excluded | Docking station not detected Hardware · SE · Branch | P2 | Closed | — | — | n/a |
| NET932-100562 | 14 Jul 2026 | Service Request · excluded | Leaver process User admin · BK · Head Office | P3 | Resolved | — | — | n/a |
| NET932-100561 | 14 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P4 | Resolved | 1.74 hr | 2.0 days | Met |
| NET932-100560 | 13 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Resolved | 0.98 hr | 2.1 days | Met |
| NET932-100559 | 10 Jul 2026 | Quote · excluded | Phishing report triage Security · TAG · Head Office | P4 | Resolved | — | — | n/a |
| NET932-100558 | 09 Jul 2026 | Incident · excluded | Printer offline Printing · KB · Head Office | P2 | Closed | — | — | n/a |
| NET932-100557 | 09 Jul 2026 | Planned Install · excluded | Permission change User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| NET932-100556 | 08 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | Closed | — | — | n/a |
| NET932-100555 | 07 Jul 2026 | Service Request | New printer driver rollout Printing · BK · Remote | P4 | Closed | 9.41 hr | 1.9 hr | Missed |
| NET932-100554 | 07 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · BK · Site 2 | P3 | Closed | — | — | n/a |
| NET932-100553 | 06 Jul 2026 | Service Request | Call quality issue Telephony · AB · Branch | P3 | Closed | 1.85 hr | 11.9 hr | Met |
| NET932-100552 | 03 Jul 2026 | Incident | Printer offline Printing · AB · Head Office | P4 | Closed | 0.86 hr | 13.0 hr | Met |
| NET932-100551 | 02 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 0.85 hr | 2.3 days | Met |
| NET932-100550 | 01 Jul 2026 | Change | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 2.74 hr | 3.4 hr | Met |
| NET932-100549 | 30 Jun 2026 | Service Request | Restore request Backup · BK · Head Office | P3 | Resolved | 13.75 hr | 7.2 hr | Missed |
| NET932-100548 | 29 Jun 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P3 | Closed | 1.22 hr | 2.0 days | Met |
| NET932-100547 | 26 Jun 2026 | Change | Spoofed email reported Email · AB · Head Office | P3 | Resolved | 2.00 hr | 1.5 days | Met |
| NET932-100546 | 25 Jun 2026 | Service Request | Retention change Backup · SE · Head Office | P2 | Resolved | 0.60 hr | 4.9 hr | Met |
| NET932-100545 | 24 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P4 | Closed | 5.86 hr | 1.1 days | Met |
| NET932-100544 | 23 Jun 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Resolved | 0.52 hr | 1.8 days | Met |
| NET932-100543 | 23 Jun 2026 | Incident | Replacement keyboard Hardware · AB · Site 2 | P2 | Closed | 1.19 hr | 7.4 hr | Met |
| NET932-100542 | 22 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P2 | Closed | 0.22 hr | 0.9 hr | Met |
| NET932-100541 | 19 Jun 2026 | Incident | Printer offline Printing · BK · Branch | P3 | Resolved | 17.62 hr | 1.5 days | Missed |
| NET932-100540 | 19 Jun 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 0.75 hr | 14.2 hr | Met |
| NET932-100539 | 18 Jun 2026 | Quote · excluded | Restore request Backup · BK · Branch | P3 | Resolved | — | — | n/a |
| NET932-100538 | 17 Jun 2026 | Service Request | Switch port fault Network · AB · Head Office | P3 | Resolved | 8.53 hr | 1.5 days | Missed |
| NET932-100537 | 16 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Remote | P2 | Resolved | 0.47 hr | 5.3 hr | Met |
| NET932-100536 | 12 Jun 2026 | Change | Retention change Backup · TAG · Remote | P2 | Closed | 1.25 hr | 1.4 days | Met |
| NET932-100535 | 12 Jun 2026 | Incident | Toner replacement Printing · AB · Branch | P3 | Resolved | 1.12 hr | 1.5 days | Met |
| NET932-100534 | 11 Jun 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P3 | Closed | 0.62 hr | 2.4 days | Met |
| NET932-100533 | 10 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Resolved | — | — | n/a |
| NET932-100532 | 10 Jun 2026 | Change · excluded | MFA reset Security · ML · Branch | P4 | Resolved | — | — | n/a |
| NET932-100531 | 09 Jun 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · ML · Branch | P4 | Closed | — | — | n/a |
| NET932-100530 | 08 Jun 2026 | Incident | New starter setup User admin · SE · Remote | P1 | Resolved | 2.10 hr | 7.6 hr | Met |
| NET932-100529 | 03 Jun 2026 | Incident | Name change request User admin · SE · Remote | P3 | Resolved | 10.64 hr | 6.3 hr | Missed |
| NET932-100528 | 29 May 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Closed | 1.28 hr | 1.7 days | Met |
| NET932-100527 | 27 May 2026 | Service Request | Screen flickering Hardware · SE · Site 2 | P3 | Closed | 1.07 hr | 10.8 hr | Met |
| NET932-100526 | 27 May 2026 | Planned Install · excluded | Docking station not detected Hardware · SE · Branch | P3 | Resolved | — | — | n/a |
| NET932-100525 | 26 May 2026 | Incident | Report not generating Line of business app · AB · Branch | P3 | Resolved | 3.59 hr | 2.4 days | Met |
| NET932-100524 | 26 May 2026 | Service Request | New starter setup User admin · TAG · Head Office | P2 | Closed | 7.13 hr | 1.7 hr | Met |
| NET932-100523 | 25 May 2026 | Service Request | Backup job failed Backup · AB · Branch | P3 | Closed | 5.71 hr | 13.6 hr | Met |
| NET932-100522 | 25 May 2026 | Change | Site offline Network · TAG · Head Office | P3 | Closed | 1.21 hr | 1.6 days | Met |
| NET932-100521 | 22 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 3.49 hr | 13.9 hr | Met |
| NET932-100520 | 21 May 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Resolved | 0.80 hr | 3.5 hr | Met |
| NET932-100519 | 21 May 2026 | Quote · excluded | Backup capacity review Backup · AB · Remote | P4 | Closed | — | — | n/a |
| NET932-100518 | 20 May 2026 | Incident | Toner replacement Printing · ML · Head Office | P2 | Resolved | 1.11 hr | 1.7 days | Met |
| NET932-100517 | 19 May 2026 | Service Request | Name change request User admin · BK · Remote | P4 | Closed | 6.61 hr | 5.5 hr | Met |
| NET932-100516 | 18 May 2026 | Service Request | Voicemail not delivering Telephony · KB · Branch | P3 | Closed | 0.42 hr | 2.1 days | Met |
| NET932-100515 | 15 May 2026 | Service Request · excluded | Replacement keyboard Hardware · SE · Remote | P3 | Resolved | — | — | n/a |
| NET932-100514 | 14 May 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 0.27 hr | 1.2 days | Met |
| NET932-100513 | 13 May 2026 | Incident · excluded | Mailbox delegation Email · TAG · Site 2 | P3 | Closed | — | — | n/a |
| NET932-100512 | 12 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Branch | P3 | Closed | 0.13 hr | 2.0 days | Met |
| NET932-100511 | 11 May 2026 | Planned Install · excluded | Docking station not detected Hardware · AB · Head Office | P2 | Closed | — | — | n/a |
| NET932-100510 | 08 May 2026 | Planned Install · excluded | Restore request Backup · BK · Head Office | P4 | Closed | — | — | n/a |
| NET932-100509 | 07 May 2026 | Change | Leaver process User admin · KB · Remote | P3 | Closed | 0.56 hr | 1.9 days | Met |
| NET932-100508 | 07 May 2026 | Project · excluded | Database timeout Line of business app · TAG · Branch | P3 | Closed | — | — | n/a |
| NET932-100507 | 05 May 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P2 | Closed | 1.08 hr | 2.4 days | Met |
| NET932-100506 | 05 May 2026 | Service Request | Distribution list change Email · KB · Head Office | P3 | Closed | 47.64 hr | 2.1 days | Missed |
| NET932-100505 | 04 May 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 1.38 hr | 2.5 hr | Met |
| NET932-100504 | 04 May 2026 | Service Request | Spoofed email reported Email · AB · Remote | P3 | Resolved | 1.32 hr | 1.0 days | Met |
| NET932-100503 | 01 May 2026 | Incident · excluded | New printer driver rollout Printing · SE · Branch | P3 | Closed | — | — | n/a |
| NET932-100502 | 30 Apr 2026 | Quote · excluded | New extension setup Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| NET932-100501 | 30 Apr 2026 | Service Request | Leaver process User admin · TAG · Head Office | P3 | Closed | 0.21 hr | 1.6 days | Met |
| NET932-100500 | 28 Apr 2026 | Planned Install · excluded | Application crash on launch Line of business app · BK · Head Office | P2 | Resolved | — | — | n/a |
| NET932-100499 | 27 Apr 2026 | Quote · excluded | New printer driver rollout Printing · BK · Head Office | P2 | Closed | — | — | n/a |
| NET932-100498 | 27 Apr 2026 | Quote · excluded | Scan to email failing Printing · ML · Remote | P3 | Resolved | — | — | n/a |
| NET932-100497 | 24 Apr 2026 | Incident | Mailbox delegation Email · TAG · Remote | P3 | Resolved | 0.93 hr | 1.0 days | Met |
| NET932-100496 | 23 Apr 2026 | Change | Suspicious sign-in review Security · BK · Remote | P2 | Closed | 0.72 hr | 8.9 hr | Met |
| NET932-100495 | 22 Apr 2026 | Service Request | Voicemail not delivering Telephony · ML · Branch | P3 | Closed | 3.53 hr | 11.9 hr | Met |
| NET932-100494 | 22 Apr 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P2 | Resolved | 8.78 hr | 2.3 days | Missed |
| NET932-100493 | 20 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.58 hr | 5.4 hr | Met |
| NET932-100492 | 17 Apr 2026 | Change | Spoofed email reported Email · BK · Head Office | P4 | Resolved | 1.24 hr | 2.2 days | Met |
| NET932-100491 | 16 Apr 2026 | Service Request | Site offline Network · BK · Remote | P4 | Closed | 0.16 hr | 18.7 hr | Met |
| NET932-100490 | 15 Apr 2026 | Project · excluded | Backup job failed Backup · BK · Remote | P3 | Resolved | — | — | n/a |
| NET932-100489 | 14 Apr 2026 | Service Request · excluded | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| NET932-100488 | 14 Apr 2026 | Incident | Screen flickering Hardware · AB · Branch | P3 | Closed | 0.09 hr | 1.1 hr | Met |
| NET932-100487 | 13 Apr 2026 | Incident | Database timeout Line of business app · ML · Site 2 | P2 | Closed | 0.11 hr | 17.0 hr | Met |
| NET932-100486 | 10 Apr 2026 | Service Request | Site offline Network · AB · Remote | P3 | Resolved | 2.27 hr | 1.3 days | Met |
| NET932-100485 | 09 Apr 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Resolved | — | — | n/a |
| NET932-100484 | 09 Apr 2026 | Service Request | Toner replacement Printing · SE · Head Office | P4 | Closed | 4.06 hr | 2.5 days | Met |
| NET932-100483 | 08 Apr 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P2 | Resolved | 3.35 hr | 1.8 days | Met |
| NET932-100482 | 08 Apr 2026 | Incident | Phishing report triage Security · BK · Remote | P1 | Resolved | 6.95 hr | 1.3 hr | Met |
| NET932-100481 | 06 Apr 2026 | Service Request | New extension setup Telephony · ML · Head Office | P3 | Closed | 42.97 hr | 20.3 hr | Missed |
| NET932-100480 | 03 Apr 2026 | Service Request | Screen flickering Hardware · KB · Remote | P3 | Closed | 0.07 hr | 1.5 days | Met |
| NET932-100479 | 03 Apr 2026 | Incident | Restore request Backup · BK · Head Office | P4 | Resolved | 0.10 hr | 1.3 days | Met |
| NET932-100478 | 02 Apr 2026 | Service Request | Call quality issue Telephony · ML · Remote | P4 | Closed | 9.46 hr | 1.3 days | Missed |
| NET932-100477 | 01 Apr 2026 | Incident | Spoofed email reported Email · BK · Head Office | P3 | Resolved | 0.41 hr | 4.9 hr | Met |
| NET932-100476 | 31 Mar 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Closed | 3.30 hr | 22.4 hr | Met |
| NET932-100475 | 31 Mar 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Closed | 1.21 hr | 2.0 hr | Met |
| NET932-100474 | 30 Mar 2026 | Project · excluded | Database timeout Line of business app · TAG · Site 2 | P2 | Resolved | — | — | n/a |
| NET932-100473 | 30 Mar 2026 | Service Request | Retention change Backup · SE · Remote | P2 | Resolved | 7.36 hr | 1.0 days | Met |
| NET932-100472 | 27 Mar 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| NET932-100471 | 27 Mar 2026 | Incident | Voicemail not delivering Telephony · BK · Branch | P3 | Closed | 47.83 hr | 22.5 hr | Missed |
| NET932-100470 | 24 Mar 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Closed | 1.33 hr | 2.5 days | Met |
| NET932-100469 | 24 Mar 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Closed | 0.18 hr | 2.3 days | Met |
| NET932-100468 | 23 Mar 2026 | Service Request | Application crash on launch Line of business app · SE · Remote | P3 | Closed | 2.84 hr | 1.2 days | Met |
| NET932-100467 | 20 Mar 2026 | Incident | Site offline Network · AB · Branch | P4 | Resolved | 4.48 hr | 2.1 days | Met |
| NET932-100466 | 20 Mar 2026 | Change · excluded | Suspicious sign-in review Security · SE · Remote | P4 | Resolved | — | — | n/a |
| NET932-100465 | 18 Mar 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Branch | P4 | Closed | — | — | n/a |
| NET932-100464 | 17 Mar 2026 | Incident | Slow VPN Network · AB · Site 2 | P2 | Closed | 0.30 hr | 13.3 hr | Met |
| NET932-100463 | 17 Mar 2026 | Service Request | Report not generating Line of business app · SE · Remote | P3 | Resolved | 5.64 hr | 1.3 days | Met |
| NET932-100462 | 16 Mar 2026 | Change | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 0.66 hr | 2.4 days | Met |
| NET932-100461 | 14 Mar 2026 | Change | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | 0.43 hr | 23.9 hr | Met |
| NET932-100460 | 14 Mar 2026 | Incident | Mailbox delegation Email · TAG · Site 2 | P3 | Resolved | 0.56 hr | 1.3 hr | Met |
| NET932-100459 | 13 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Closed | 1.25 hr | 1.2 days | Met |
| NET932-100458 | 12 Mar 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P3 | Resolved | 0.58 hr | 2.3 days | Met |
| NET932-100457 | 11 Mar 2026 | Change · excluded | Leaver process User admin · SE · Remote | P2 | Closed | — | — | n/a |
| NET932-100456 | 10 Mar 2026 | Incident | Handset registration Telephony · TAG · Remote | P3 | Resolved | 0.44 hr | 1.7 days | Met |
| NET932-100455 | 09 Mar 2026 | Planned Install · excluded | Retention change Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| NET932-100454 | 06 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 10.23 hr | 16.6 hr | Missed |
| NET932-100453 | 06 Mar 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P2 | Resolved | 0.64 hr | 2.5 days | Met |
| NET932-100452 | 03 Mar 2026 | Service Request | Database timeout Line of business app · AB · Branch | P3 | Closed | 5.08 hr | 2.0 days | Met |
| NET932-100451 | 27 Feb 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Resolved | — | — | n/a |
| NET932-100450 | 27 Feb 2026 | Change | Toner replacement Printing · AB · Head Office | P4 | Closed | 5.41 hr | 20.4 hr | Met |
| NET932-100449 | 26 Feb 2026 | Incident · excluded | Call quality issue Telephony · KB · Head Office | P3 | 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.