SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 161 records in this selection sit outside that — quotes, projects and planned installs, plus 67 calls billed time and materials. They stay visible for volume context.
Service performance
373 eligible records in this yearAverage first response
4.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.1%
39 call(s) over the 8-hour target
First-time fix
71.2%
Where the source records the field
Volume
Contract calls
373
534 calls logged in the period
Off contract
67
£19,887.75 chargeable
Open / closed
18 / 516
Across the selected period
Data-quality gaps
15
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
373
records
- Backup49
- Line of business app48
- Microsoft 36540
- Email38
- Security37
- Network35
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 373 | 4.43 hr | 89.1% | 39 | 161 |
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 | 53 | 5.73 hr | 94% | 3 |
| Stacey Thomas | 50 | 2.75 hr | 96% | 2 |
| Anne-Marie Cable | 38 | 4.80 hr | 85% | 5 |
| (Not recorded) | 35 | 3.91 hr | 94% | 2 |
| Kelly Gregory | 35 | 4.48 hr | 89% | 4 |
| Barry Ebbs | 29 | 3.65 hr | 85% | 4 |
| Chloe Dempsey | 24 | 3.95 hr | 91% | 2 |
| Daniel Blacker | 21 | 4.68 hr | 76% | 5 |
| Julie Herbert | 21 | 4.32 hr | 95% | 1 |
| Damian Armstrong | 19 | 7.39 hr | 79% | 4 |
| Phil Jenkins | 19 | 2.86 hr | 88% | 2 |
| Aiden Higgins | 18 | 6.38 hr | 81% | 3 |
39 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 150.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308302 | Karen Taylor | Samsung Galaxy S23 | 2026-08-24 12:47 | 158.60 hr | +150.6 | AB | Spoofed email reported |
| 307969 | Aiden Higgins | HP ProDesk 400 G7 | 2026-03-26 09:17 | 59.33 hr | +51.3 | KB | New printer driver rollout |
| 307819 | Damian Armstrong | Dell Latitude 5440 | 2026-01-26 08:03 | 47.82 hr | +39.8 | ML | Slow VPN |
| 308166 | Kelly Gregory | HP EliteBook 840 G9 | 2026-06-17 12:22 | 46.21 hr | +38.2 | SE | OneDrive sync conflict |
| 307786 | Damian Armstrong | Dell OptiPlex 7010 | 2026-01-08 14:18 | 45.96 hr | +38.0 | BK | Site offline |
| 307804 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-01-16 10:11 | 38.52 hr | +30.5 | TAG | Site offline |
| 308007 | (Not recorded) | Dell Latitude E7470 | 2026-04-10 08:43 | 37.28 hr | +29.3 | KB | New starter setup |
| 308137 | Julie Herbert | Apple MacBook Pro 14 | 2026-06-03 10:14 | 36.83 hr | +28.8 | BK | Backup capacity review |
| 308154 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-06-09 15:40 | 36.55 hr | +28.6 | SE | Site offline |
| 307886 | Barry Ebbs | Ubiquiti U6-Pro | 2026-02-19 13:06 | 35.05 hr | +27.1 | KB | Application crash on launch |
| 307833 | Chloe Dempsey | WatchGuard T35 | 2026-01-29 11:02 | 26.76 hr | +18.8 | AB | Mailbox delegation |
| 307817 | Kelly Gregory | Ruckus R550 | 2026-01-23 14:57 | 23.65 hr | +15.7 | AB | Suspicious sign-in review |
| 308178 | Kelly Gregory | Ruckus R550 | 2026-06-23 15:28 | 21.65 hr | +13.7 | SE | Endpoint alert investigation |
| 308284 | Daniel Blacker | Dell OptiPlex 3050 | 2026-08-14 10:46 | 21.49 hr | +13.5 | KB | Voicemail not delivering |
| 308219 | Daniel Blacker | Samsung Galaxy A54 | 2026-07-10 17:31 | 19.47 hr | +11.5 | TAG | Spoofed email reported |
| 307880 | Karen Taylor | HP ProDesk 400 G7 | 2026-02-17 10:16 | 19.16 hr | +11.2 | SE | Switch port fault |
| 307877 | Phil Jenkins | Apple MacBook Air M2 | 2026-02-16 10:13 | 12.37 hr | +4.4 | BK | SharePoint permission request |
| 308202 | Karen Taylor | Dell OptiPlex 7010 | 2026-07-05 13:18 | 11.94 hr | +3.9 | BK | Leaver process |
| 308055 | Phil Jenkins | Dell Latitude E7470 | 2026-05-01 17:08 | 11.92 hr | +3.9 | TAG | Replacement keyboard |
| 308023 | Damian Armstrong | HP EliteBook 840 G9 | 2026-04-17 13:40 | 11.80 hr | +3.8 | KB | Laptop will not boot |
| 308193 | Barry Ebbs | Dell OptiPlex 7010 | 2026-06-29 16:29 | 11.73 hr | +3.7 | AB | Docking station not detected |
| 307897 | Stacey Thomas | Dell OptiPlex 3050 | 2026-02-24 11:28 | 11.62 hr | +3.6 | TAG | Toner replacement |
| 308231 | Daniel Blacker | Ubiquiti UAP-AC-PRO | 2026-07-17 10:16 | 11.60 hr | +3.6 | TAG | Laptop will not boot |
| 308270 | Aiden Higgins | HP ProBook 450 G6 | 2026-08-07 15:31 | 11.53 hr | +3.5 | SE | Licence renewal |
| 308300 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-08-21 10:06 | 11.44 hr | +3.4 | SE | Endpoint alert investigation |
| 308261 | Rachael Parkin | Samsung Galaxy A54 | 2026-08-03 12:04 | 11.31 hr | +3.3 | AB | Spoofed email reported |
| 308280 | (Not recorded) | Dell Latitude 7420 | 2026-08-13 17:51 | 10.99 hr | +3.0 | TAG | Backup job failed |
| 307776 | Damian Armstrong | HP ProBook 450 G6 | 2026-01-01 11:44 | 10.08 hr | +2.1 | KB | Voicemail not delivering |
| 308067 | Barry Ebbs | Dell OptiPlex 3050 | 2026-05-09 09:16 | 10.08 hr | +2.1 | TAG | Docking station not detected |
| 308307 | Aiden Higgins | Dell Latitude 5440 | 2026-08-25 17:56 | 9.99 hr | +2.0 | BK | Name change request |
| 308150 | Anne-Marie Cable | HP t640 | 2026-06-08 13:09 | 9.98 hr | +2.0 | BK | Voicemail not delivering |
| 307872 | Rachael Parkin | Dell Latitude E7470 | 2026-02-12 11:39 | 9.95 hr | +1.9 | AB | New starter setup |
| 307864 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-02-10 13:03 | 9.14 hr | +1.1 | TAG | Report not generating |
| 308196 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-07-01 17:16 | 8.99 hr | +1.0 | KB | New printer driver rollout |
| 307841 | Barry Ebbs | Dell PowerEdge R640 | 2026-02-03 11:45 | 8.91 hr | +0.9 | SE | Endpoint alert investigation |
| 307919 | Chloe Dempsey | Apple MacBook Air M2 | 2026-03-06 13:57 | 8.88 hr | +0.9 | KB | Mailbox delegation |
| 308054 | Daniel Blacker | Apple MacBook Pro 14 | 2026-05-01 12:47 | 8.25 hr | +0.3 | KB | Message quarantined |
| 307827 | Stacey Thomas | Dell OptiPlex 3050 | 2026-01-28 10:27 | 8.11 hr | +0.1 | AB | Laptop will not boot |
| 307898 | Daniel Blacker | Aruba AP-515 | 2026-02-25 10:23 | 8.03 hr | +0.0 | KB | Call quality issue |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Email / Microsoft 365 | 13 | 16 Jan 2026 – 20 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 12 | 05 Feb 2026 – 24 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 11 | 02 Jan 2026 – 20 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 11 | 21 Jan 2026 – 28 Jul 2026 |
| Anne-Marie Cable | Backup / restore | 8 | 08 Jan 2026 – 21 Jul 2026 |
| (Not recorded) | Email / Microsoft 365 | 8 | 09 Jan 2026 – 31 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 8 | 14 Jan 2026 – 29 Jul 2026 |
| Karen Taylor | Line of business app | 8 | 16 Jan 2026 – 19 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Email / Microsoft 365 | 11 | 02 Mar 2026 – 17 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 10 | 07 Feb 2026 – 14 Aug 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 10 | 09 Feb 2026 – 18 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 8 | 02 Jan 2026 – 27 Jul 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 7 | 14 Jan 2026 – 01 May 2026 |
| Dell Latitude 7420 | Telephony | 7 | 04 Mar 2026 – 20 Aug 2026 |
| Dell Latitude E7470 | User administration | 6 | 01 Jan 2026 – 29 Jul 2026 |
| Dell Latitude 7420 | Printing | 6 | 01 Jan 2026 – 25 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
534 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| NEW840-101624 | 25 Aug 2026 | Service Request | Name change request User admin · BK · Head Office | P3 | Resolved | 9.99 hr | 1.4 days | Missed |
| NEW840-101623 | 25 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P4 | In Progress | — | — | n/a |
| NEW840-101622 | 25 Aug 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Open | — | — | n/a |
| NEW840-101621 | 25 Aug 2026 | Service Request | Backup job failed Backup · KB · Branch | P4 | In Progress | — | — | n/a |
| NEW840-101620 | 25 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Remote | P4 | Closed | — | — | n/a |
| NEW840-101619 | 24 Aug 2026 | Service Request | Spoofed email reported Email · AB · Remote | P3 | Resolved | 158.60 hr | 2.5 days | Missed |
| NEW840-101618 | 21 Aug 2026 | Service Request | Mailbox delegation Email · BK · Head Office | P3 | Resolved | 0.66 hr | 2.1 days | Met |
| NEW840-101617 | 21 Aug 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 11.44 hr | 1.9 days | Missed |
| NEW840-101616 | 21 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Branch | P3 | In Progress | — | — | n/a |
| NEW840-101615 | 21 Aug 2026 | Service Request · excluded | Screen flickering Hardware · SE · Remote | P3 | In Progress | — | — | n/a |
| NEW840-101614 | 20 Aug 2026 | Incident | Call quality issue Telephony · AB · Branch | P3 | Closed | 0.88 hr | 2.3 days | Met |
| NEW840-101613 | 20 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Resolved | 1.11 hr | 2.3 days | Met |
| NEW840-101612 | 20 Aug 2026 | Incident · excluded | New extension setup Telephony · SE · Remote | P3 | Open | — | — | n/a |
| NEW840-101611 | 19 Aug 2026 | Service Request | Licence renewal Line of business app · TAG · Site 2 | P3 | Closed | 0.26 hr | 15.8 hr | Met |
| NEW840-101610 | 19 Aug 2026 | Service Request | Distribution list change Email · SE · Branch | P3 | Closed | 3.52 hr | 2.6 hr | Met |
| NEW840-101609 | 19 Aug 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| NEW840-101608 | 19 Aug 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Resolved | 0.40 hr | 17.4 hr | Met |
| NEW840-101607 | 18 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Closed | 2.86 hr | 23.2 hr | Met |
| NEW840-101606 | 18 Aug 2026 | Incident | Application crash on launch Line of business app · BK · Remote | P2 | Closed | 5.66 hr | 1.7 days | Met |
| NEW840-101605 | 17 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 3.45 hr | 2.4 days | Met |
| NEW840-101604 | 17 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Resolved | 2.06 hr | 1.3 days | Met |
| NEW840-101603 | 17 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 1.35 hr | 1.2 days | Met |
| NEW840-101602 | 17 Aug 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 0.26 hr | 2.0 days | Met |
| NEW840-101601 | 14 Aug 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | 21.49 hr | 2.3 days | Missed |
| NEW840-101600 | 14 Aug 2026 | Incident | Slow VPN Network · ML · Branch | P3 | Resolved | 0.44 hr | 2.1 days | Met |
| NEW840-101599 | 14 Aug 2026 | Change | Message quarantined Email · ML · Head Office | P3 | Closed | 0.52 hr | 1.3 days | Met |
| NEW840-101598 | 14 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Branch | P2 | Resolved | 1.39 hr | 13.8 hr | Met |
| NEW840-101597 | 13 Aug 2026 | Incident | Backup job failed Backup · TAG · Head Office | P3 | Closed | 10.99 hr | 2.2 days | Missed |
| NEW840-101596 | 13 Aug 2026 | Quote · excluded | Restore request Backup · AB · Head Office | P3 | In Progress | — | — | n/a |
| NEW840-101595 | 13 Aug 2026 | Incident | Docking station not detected Hardware · AB · Site 2 | P3 | Resolved | 1.05 hr | 2.2 days | Met |
| NEW840-101594 | 13 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Open | — | — | n/a |
| NEW840-101593 | 12 Aug 2026 | Planned Install · excluded | Switch port fault Network · SE · Branch | P4 | In Progress | — | — | n/a |
| NEW840-101592 | 12 Aug 2026 | Incident · excluded | Distribution list change Email · SE · Remote | P1 | Closed | — | — | n/a |
| NEW840-101591 | 11 Aug 2026 | Incident | Handset registration Telephony · SE · Remote | P3 | Closed | 0.73 hr | 1.4 days | Met |
| NEW840-101590 | 10 Aug 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P2 | Resolved | — | — | n/a |
| NEW840-101589 | 10 Aug 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 6.34 hr | 2.3 days | Met |
| NEW840-101588 | 07 Aug 2026 | Incident | Spoofed email reported Email · ML · Remote | P4 | Closed | 0.84 hr | 5.0 hr | Met |
| NEW840-101587 | 07 Aug 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 11.53 hr | 1.7 days | Missed |
| NEW840-101586 | 07 Aug 2026 | Incident | Name change request User admin · SE · Head Office | P2 | Closed | 5.28 hr | 2.0 days | Met |
| NEW840-101585 | 07 Aug 2026 | Service Request | New starter setup User admin · AB · Site 2 | P2 | Closed | 1.22 hr | 1.8 days | Met |
| NEW840-101584 | 06 Aug 2026 | Project · excluded | Screen flickering Hardware · BK · Remote | P3 | In Progress | — | — | n/a |
| NEW840-101583 | 06 Aug 2026 | Incident | Leaver process User admin · TAG · Head Office | P4 | Closed | 1.28 hr | 10.2 hr | Met |
| NEW840-101582 | 05 Aug 2026 | Service Request | Restore request Backup · BK · Remote | P4 | Closed | 0.73 hr | 3.8 hr | Met |
| NEW840-101581 | 04 Aug 2026 | Planned Install · excluded | Report not generating Line of business app · ML · Head Office | P2 | In Progress | — | — | n/a |
| NEW840-101580 | 04 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 2.33 hr | 2.0 days | Met |
| NEW840-101579 | 04 Aug 2026 | Project · excluded | Backup capacity review Backup · KB · Head Office | P4 | In Progress | — | — | n/a |
| NEW840-101578 | 03 Aug 2026 | Service Request | Spoofed email reported Email · AB · Branch | P3 | Resolved | 11.31 hr | 12.0 hr | Missed |
| NEW840-101577 | 03 Aug 2026 | Incident | Docking station not detected Hardware · SE · Branch | P3 | Closed | 2.07 hr | 5.0 hr | Met |
| NEW840-101576 | 31 Jul 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Open | — | — | n/a |
| NEW840-101575 | 31 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Branch | P3 | Resolved | 6.44 hr | 1.6 days | Met |
| NEW840-101574 | 31 Jul 2026 | Quote · excluded | Mailbox delegation Email · SE · Site 2 | P3 | In Progress | — | — | n/a |
| NEW840-101573 | 31 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Branch | P3 | Closed | 3.25 hr | 1.9 days | Met |
| NEW840-101572 | 30 Jul 2026 | Quote · excluded | Message quarantined Email · KB · Remote | P2 | In Progress | — | — | n/a |
| NEW840-101571 | 30 Jul 2026 | Service Request | Retention change Backup · AB · Head Office | P2 | Closed | 5.15 hr | 1.8 days | Met |
| NEW840-101570 | 29 Jul 2026 | Incident | New starter setup User admin · ML · Branch | P4 | Resolved | 2.89 hr | 2.3 days | Met |
| NEW840-101569 | 29 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Branch | P2 | Closed | 1.41 hr | 2.3 days | Met |
| NEW840-101568 | 29 Jul 2026 | Incident | MFA reset Security · KB · Remote | P3 | Closed | 0.49 hr | 18.6 hr | Met |
| NEW840-101567 | 29 Jul 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · AB · Site 2 | P3 | In Progress | — | — | n/a |
| NEW840-101566 | 28 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 4.53 hr | 1.8 days | Met |
| NEW840-101565 | 28 Jul 2026 | Service Request | New starter setup User admin · BK · Remote | P4 | Closed | 5.48 hr | 18.9 hr | Met |
| NEW840-101564 | 28 Jul 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 1.25 hr | 1.7 days | Met |
| NEW840-101563 | 28 Jul 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 1.47 hr | 1.8 days | Met |
| NEW840-101562 | 28 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Open | — | — | n/a |
| NEW840-101561 | 27 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 1.31 hr | 15.8 hr | Met |
| NEW840-101560 | 24 Jul 2026 | Service Request | MFA reset Security · SE · Branch | P4 | Resolved | 5.62 hr | 1.6 days | Met |
| NEW840-101559 | 24 Jul 2026 | Incident · excluded | Toner replacement Printing · SE · Head Office | P2 | Resolved | — | — | n/a |
| NEW840-101558 | 23 Jul 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Closed | 0.74 hr | 1.7 days | Met |
| NEW840-101557 | 23 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · SE · Head Office | P4 | In Progress | — | — | n/a |
| NEW840-101556 | 22 Jul 2026 | Incident | Message quarantined Email · AB · Site 2 | P4 | Closed | 2.94 hr | 13.3 hr | Met |
| NEW840-101555 | 21 Jul 2026 | Quote · excluded | Licence renewal Line of business app · AB · Branch | P3 | Resolved | — | — | n/a |
| NEW840-101554 | 21 Jul 2026 | Service Request | Restore request Backup · KB · Branch | P3 | Closed | 1.34 hr | 1.3 days | Met |
| NEW840-101553 | 21 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P4 | Closed | 2.62 hr | 1.9 days | Met |
| NEW840-101552 | 20 Jul 2026 | Service Request | Report not generating Line of business app · KB · Remote | P3 | Resolved | 0.27 hr | 6.2 hr | Met |
| NEW840-101551 | 20 Jul 2026 | Incident · excluded | MFA reset Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| NEW840-101550 | 20 Jul 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 1.49 hr | 14.2 hr | Met |
| NEW840-101549 | 18 Jul 2026 | Change · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| NEW840-101548 | 17 Jul 2026 | Change | Laptop will not boot Hardware · TAG · Head Office | P2 | Closed | 11.60 hr | 2.2 days | Missed |
| NEW840-101547 | 17 Jul 2026 | Planned Install · excluded | Suspicious sign-in review Security · AB · Head Office | P3 | Resolved | — | — | n/a |
| NEW840-101546 | 16 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 0.76 hr | 2.0 days | Met |
| NEW840-101545 | 15 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 5.47 hr | 2.0 hr | Met |
| NEW840-101544 | 15 Jul 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Closed | 0.35 hr | 1.4 days | Met |
| NEW840-101543 | 15 Jul 2026 | Incident | Retention change Backup · TAG · Head Office | P2 | Closed | 4.19 hr | 2.0 days | Met |
| NEW840-101542 | 15 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Resolved | 1.00 hr | 1.1 days | Met |
| NEW840-101541 | 14 Jul 2026 | Incident | New extension setup Telephony · AB · Head Office | P4 | Closed | 5.24 hr | 1.5 days | Met |
| NEW840-101540 | 14 Jul 2026 | Service Request | Toner replacement Printing · AB · Head Office | P2 | Closed | 0.63 hr | 11.6 hr | Met |
| NEW840-101539 | 13 Jul 2026 | Incident | New extension setup Telephony · BK · Remote | P3 | Closed | 0.71 hr | 2.0 days | Met |
| NEW840-101538 | 13 Jul 2026 | Incident | Backup capacity review Backup · SE · Branch | P3 | Resolved | 2.28 hr | 1.4 days | Met |
| NEW840-101537 | 10 Jul 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Resolved | 0.87 hr | 2.4 days | Met |
| NEW840-101536 | 10 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 19.47 hr | 18.1 hr | Missed |
| NEW840-101535 | 10 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Branch | P2 | Closed | 1.10 hr | 3.1 hr | Met |
| NEW840-101534 | 09 Jul 2026 | Incident · excluded | Handset registration Telephony · ML · Branch | P3 | Closed | — | — | n/a |
| NEW840-101533 | 09 Jul 2026 | Project · excluded | MFA reset Security · SE · Head Office | P3 | Closed | — | — | n/a |
| NEW840-101532 | 09 Jul 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P2 | Closed | 0.45 hr | 2.5 days | Met |
| NEW840-101531 | 08 Jul 2026 | Service Request | Handset registration Telephony · SE · Remote | P4 | Resolved | 0.51 hr | 2.2 days | Met |
| NEW840-101530 | 08 Jul 2026 | Project · excluded | Leaver process User admin · AB · Head Office | P2 | Resolved | — | — | n/a |
| NEW840-101529 | 08 Jul 2026 | Planned Install · excluded | Backup capacity review Backup · AB · Branch | P3 | Resolved | — | — | n/a |
| NEW840-101528 | 08 Jul 2026 | Quote · excluded | Database timeout Line of business app · AB · Branch | P4 | Closed | — | — | n/a |
| NEW840-101527 | 07 Jul 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Resolved | 0.25 hr | 1.0 days | Met |
| NEW840-101526 | 07 Jul 2026 | Service Request · excluded | Name change request User admin · KB · Remote | P3 | Closed | — | — | n/a |
| NEW840-101525 | 07 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Branch | P3 | Closed | — | — | n/a |
| NEW840-101524 | 07 Jul 2026 | Service Request | Backup capacity review Backup · ML · Branch | P3 | Resolved | 3.43 hr | 9.1 hr | Met |
| NEW840-101523 | 07 Jul 2026 | Service Request | Switch port fault Network · ML · Head Office | P4 | Closed | 5.72 hr | 1.8 days | Met |
| NEW840-101522 | 06 Jul 2026 | Planned Install · excluded | Backup capacity review Backup · AB · Branch | P3 | Resolved | — | — | n/a |
| NEW840-101521 | 06 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P4 | Resolved | 4.05 hr | 1.8 days | Met |
| NEW840-101520 | 06 Jul 2026 | Service Request | New starter setup User admin · TAG · Head Office | P3 | Resolved | 4.59 hr | 9.2 hr | Met |
| NEW840-101519 | 05 Jul 2026 | Incident | Leaver process User admin · BK · Head Office | P2 | Closed | 11.94 hr | 1.8 days | Missed |
| NEW840-101518 | 05 Jul 2026 | Incident | Site offline Network · ML · Branch | P3 | Resolved | 7.43 hr | 21.6 hr | Met |
| NEW840-101517 | 03 Jul 2026 | Service Request | Restore request Backup · SE · Branch | P3 | Resolved | 1.17 hr | 1.5 days | Met |
| NEW840-101516 | 03 Jul 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P3 | Closed | 4.96 hr | 1.8 days | Met |
| NEW840-101515 | 02 Jul 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| NEW840-101514 | 01 Jul 2026 | Incident | Phishing report triage Security · BK · Remote | P3 | Closed | 2.98 hr | 7.8 hr | Met |
| NEW840-101513 | 01 Jul 2026 | Incident | New printer driver rollout Printing · KB · Branch | P3 | Resolved | 8.99 hr | 10.2 hr | Missed |
| NEW840-101512 | 30 Jun 2026 | Incident | New starter setup User admin · AB · Branch | P2 | Resolved | 3.19 hr | 2.2 hr | Met |
| NEW840-101511 | 30 Jun 2026 | Quote · excluded | Application crash on launch Line of business app · AB · Remote | P1 | Resolved | — | — | n/a |
| NEW840-101510 | 29 Jun 2026 | Incident | Docking station not detected Hardware · AB · Branch | P2 | Closed | 11.73 hr | 1.4 days | Missed |
| NEW840-101509 | 29 Jun 2026 | Incident | Leaver process User admin · KB · Head Office | P4 | Resolved | 5.52 hr | 1.5 hr | Met |
| NEW840-101508 | 29 Jun 2026 | Service Request | Printer offline Printing · KB · Head Office | P2 | Closed | 0.34 hr | 0.9 hr | Met |
| NEW840-101507 | 29 Jun 2026 | Incident | Backup capacity review Backup · TAG · Branch | P2 | Resolved | 1.01 hr | 10.3 hr | Met |
| NEW840-101506 | 26 Jun 2026 | Incident | Slow VPN Network · AB · Branch | P3 | Resolved | 0.16 hr | 7.4 hr | Met |
| NEW840-101505 | 26 Jun 2026 | Incident | Printer offline Printing · SE · Remote | P3 | Closed | 0.60 hr | 1.8 days | Met |
| NEW840-101504 | 26 Jun 2026 | Incident | Call quality issue Telephony · KB · Head Office | P2 | Closed | 0.86 hr | 22.3 hr | Met |
| NEW840-101503 | 25 Jun 2026 | Change | Laptop will not boot Hardware · ML · Branch | P3 | Closed | 4.16 hr | 8.2 hr | Met |
| NEW840-101502 | 25 Jun 2026 | Service Request · excluded | New extension setup Telephony · TAG · Head Office | P2 | Resolved | — | — | n/a |
| NEW840-101501 | 24 Jun 2026 | Service Request | Toner replacement Printing · KB · Branch | P3 | Closed | 0.48 hr | 9.0 hr | Met |
| NEW840-101500 | 24 Jun 2026 | Change | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 2.64 hr | 21.7 hr | Met |
| NEW840-101499 | 24 Jun 2026 | Incident | Spoofed email reported Email · BK · Head Office | P3 | Resolved | 2.41 hr | 1.0 days | Met |
| NEW840-101498 | 23 Jun 2026 | Incident · excluded | Restore request Backup · AB · Head Office | P2 | Closed | — | — | n/a |
| NEW840-101497 | 23 Jun 2026 | Service Request | Printer offline Printing · SE · Site 2 | P3 | Closed | 0.77 hr | 22.2 hr | Met |
| NEW840-101496 | 23 Jun 2026 | Change | Leaver process User admin · AB · Remote | P3 | Closed | 0.40 hr | 1.5 days | Met |
| NEW840-101495 | 23 Jun 2026 | Service Request | Endpoint alert investigation Security · SE · Remote | P3 | Closed | 21.65 hr | 2.2 hr | Missed |
| NEW840-101494 | 23 Jun 2026 | Incident | Handset registration Telephony · KB · Head Office | P4 | Resolved | 0.62 hr | 2.5 days | Met |
| NEW840-101493 | 22 Jun 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Closed | 0.16 hr | 1.5 hr | Met |
| NEW840-101492 | 19 Jun 2026 | Incident · excluded | Restore request Backup · SE · Head Office | P3 | Resolved | — | — | n/a |
| NEW840-101491 | 19 Jun 2026 | Service Request · excluded | Backup job failed Backup · BK · Remote | P2 | Closed | — | — | n/a |
| NEW840-101490 | 19 Jun 2026 | Service Request · excluded | Backup job failed Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| NEW840-101489 | 19 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 7.65 hr | 1.5 days | Met |
| NEW840-101488 | 19 Jun 2026 | Service Request | Message quarantined Email · ML · Head Office | P3 | Closed | 3.67 hr | 22.7 hr | Met |
| NEW840-101487 | 18 Jun 2026 | Incident | Distribution list change Email · TAG · Branch | P1 | Closed | — | — | n/a |
| NEW840-101486 | 18 Jun 2026 | Incident · excluded | Leaver process User admin · ML · Head Office | P4 | Closed | — | — | n/a |
| NEW840-101485 | 18 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Closed | — | — | n/a |
| NEW840-101484 | 18 Jun 2026 | Incident | New starter setup User admin · BK · Head Office | P4 | Resolved | 0.26 hr | 3.5 hr | Met |
| NEW840-101483 | 17 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Resolved | 46.21 hr | 6.3 hr | Missed |
| NEW840-101482 | 17 Jun 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 0.33 hr | 1.7 days | Met |
| NEW840-101481 | 16 Jun 2026 | Service Request | New printer driver rollout Printing · SE · Remote | P3 | Resolved | 5.79 hr | 2.4 days | Met |
| NEW840-101480 | 16 Jun 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Resolved | 2.44 hr | 7.7 hr | Met |
| NEW840-101479 | 15 Jun 2026 | Service Request | Backup capacity review Backup · BK · Branch | P3 | Closed | 1.14 hr | 1.6 days | Met |
| NEW840-101478 | 15 Jun 2026 | Incident · excluded | Mailbox delegation Email · SE · Head Office | P4 | Closed | — | — | n/a |
| NEW840-101477 | 12 Jun 2026 | Service Request | Leaver process User admin · ML · Head Office | P4 | Closed | 0.28 hr | 2.0 days | Met |
| NEW840-101476 | 12 Jun 2026 | Change | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | 1.28 hr | 1.3 days | Met |
| NEW840-101475 | 11 Jun 2026 | Incident | Name change request User admin · KB · Branch | P1 | Closed | 0.26 hr | 14.7 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.