SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 6 records in this selection sit outside that — quotes, projects and planned installs, plus 5 calls billed time and materials. They stay visible for volume context.
Service performance
16 eligible records in this yearAverage first response
3.2 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
100.0%
0 call(s) over the 8-hour target
First-time fix
62.5%
Where the source records the field
Volume
Contract calls
16
22 calls logged in the period
Off contract
5
£654 chargeable
Open / closed
0 / 22
Across the selected period
Data-quality gaps
0
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
16
records
- Printing4
- Backup3
- Hardware2
- User admin2
- Telephony2
- Line of business app1
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 16 | 3.17 hr | 100.0% | 0 | 6 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Julie Herbert | 4 | 3.87 hr | 100% | 0 |
| Kelly Gregory | 2 | 4.00 hr | 100% | 0 |
| Barry Ebbs | 2 | 2.94 hr | 100% | 0 |
| Karen Taylor | 1 | 0.06 hr | 100% | 0 |
| (Not recorded) | 1 | 0.69 hr | 100% | 0 |
| Phil Jenkins | 1 | 0.86 hr | 100% | 0 |
| Daniel Blacker | 1 | 4.13 hr | 100% | 0 |
| Anne-Marie Cable | 1 | 5.84 hr | 100% | 0 |
| Chloe Dempsey | 1 | 1.37 hr | 100% | 0 |
| Aiden Higgins | 1 | 0.91 hr | 100% | 0 |
| Stacey Thomas | 1 | 7.56 hr | 100% | 0 |
0 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
None
Every contract call was answered inside the target.
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
Recurring issues by machine
Equipment generating repeat calls
No device is generating repeat calls.
SLA achievement trend
Percentage of eligible records responded to within target
Records
22 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| NEW573-100081 | 20 Aug 2026 | Incident | Scan to email failing Printing · ML · Site 2 | P2 | Resolved | 1.04 hr | 18.6 hr | Met |
| NEW573-100080 | 13 Aug 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Resolved | 7.56 hr | 6.6 hr | Met |
| NEW573-100079 | 04 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Remote | P3 | Closed | 5.89 hr | 2.0 days | Met |
| NEW573-100078 | 23 Jul 2026 | Service Request | Name change request User admin · BK · Branch | P2 | Closed | 0.91 hr | 13.5 hr | Met |
| NEW573-100077 | 22 Jul 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Closed | 0.30 hr | 2.3 days | Met |
| NEW573-100076 | 15 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Branch | P3 | Resolved | 1.37 hr | 1.5 days | Met |
| NEW573-100075 | 08 Jul 2026 | Change · excluded | Slow VPN Network · ML · Remote | P4 | Closed | — | — | n/a |
| NEW573-100074 | 23 Jun 2026 | Change | Scan to email failing Printing · BK · Site 2 | P3 | Closed | 5.84 hr | 1.6 days | Met |
| NEW573-100073 | 04 Jun 2026 | Change | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 4.84 hr | 2.3 days | Met |
| NEW573-100072 | 01 Jun 2026 | Service Request · excluded | Mailbox delegation Email · AB · Head Office | P3 | Closed | — | — | n/a |
| NEW573-100071 | 29 May 2026 | Quote · excluded | Phishing report triage Security · TAG · Head Office | P4 | Resolved | — | — | n/a |
| NEW573-100070 | 28 May 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Closed | 4.13 hr | 1.4 days | Met |
| NEW573-100069 | 22 May 2026 | Change | Printer offline Printing · BK · Head Office | P4 | Resolved | 0.86 hr | 4.7 hr | Met |
| NEW573-100068 | 20 May 2026 | Incident · excluded | New extension setup Telephony · AB · Head Office | P2 | Closed | — | — | n/a |
| NEW573-100067 | 15 Apr 2026 | Service Request | Spoofed email reported Email · TAG · Remote | P3 | Resolved | 0.69 hr | 8.5 hr | Met |
| NEW573-100066 | 14 Apr 2026 | Incident | Retention change Backup · SE · Head Office | P4 | Resolved | 0.50 hr | 1.3 days | Met |
| NEW573-100065 | 07 Apr 2026 | Incident | Retention change Backup · AB · Branch | P1 | Closed | 5.44 hr | 12.6 hr | Met |
| NEW573-100064 | 31 Mar 2026 | Change | Application crash on launch Line of business app · AB · Site 2 | P4 | Closed | 7.51 hr | 1.6 days | Met |
| NEW573-100063 | 25 Mar 2026 | Service Request · excluded | Printer offline Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| NEW573-100062 | 25 Feb 2026 | Change · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| NEW573-100061 | 05 Feb 2026 | Service Request | Scan to email failing Printing · AB · Remote | P4 | Closed | 3.86 hr | 4.4 hr | Met |
| NEW573-100060 | 02 Jan 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 0.06 hr | 7.9 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.