SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 98 records in this selection sit outside that — quotes, projects and planned installs, plus 39 calls billed time and materials. They stay visible for volume context.
Service performance
257 eligible records in this yearAverage first response
4.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.6%
31 call(s) over the 8-hour target
First-time fix
69.8%
Where the source records the field
Volume
Contract calls
257
355 calls logged in the period
Off contract
39
£13,276.5 chargeable
Open / closed
11 / 344
Across the selected period
Data-quality gaps
7
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
257
records
- Hardware37
- Microsoft 36534
- Line of business app26
- Backup26
- Security25
- Printing23
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 257 | 4.58 hr | 87.6% | 31 | 98 |
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 | 38 | 5.08 hr | 84% | 6 |
| Karen Taylor | 37 | 3.79 hr | 85% | 5 |
| Kelly Gregory | 31 | 1.61 hr | 94% | 2 |
| Stacey Thomas | 26 | 3.11 hr | 96% | 1 |
| Barry Ebbs | 17 | 5.97 hr | 76% | 4 |
| Chloe Dempsey | 16 | 7.01 hr | 81% | 3 |
| (Not recorded) | 15 | 2.69 hr | 100% | 0 |
| Rachael Parkin | 15 | 11.76 hr | 86% | 2 |
| Julie Herbert | 14 | 8.48 hr | 71% | 4 |
| Damian Armstrong | 14 | 2.47 hr | 93% | 1 |
| Phil Jenkins | 14 | 6.51 hr | 79% | 3 |
| Daniel Blacker | 13 | 1.80 hr | 100% | 0 |
31 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 111.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308818 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-03-26 14:26 | 119.26 hr | +111.3 | KB | Slow VPN |
| 308940 | Julie Herbert | Dell Latitude 7420 | 2026-06-12 09:58 | 69.74 hr | +61.7 | TAG | Phishing report triage |
| 308855 | Barry Ebbs | IGEL UD3 | 2026-04-20 13:21 | 45.83 hr | +37.8 | KB | Spoofed email reported |
| 308817 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-03-26 13:58 | 41.01 hr | +33.0 | AB | Licence renewal |
| 308820 | Stacey Thomas | Dell OptiPlex 3050 | 2026-03-27 15:59 | 37.21 hr | +29.2 | ML | Backup job failed |
| 308765 | Phil Jenkins | Dell Latitude 5440 | 2026-02-17 12:09 | 35.78 hr | +27.8 | AB | Printer offline |
| 309054 | Chloe Dempsey | Samsung Galaxy S23 | 2026-08-24 17:30 | 35.67 hr | +27.7 | TAG | Handset registration |
| 309013 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-07-26 10:48 | 31.88 hr | +23.9 | TAG | Teams sign-in loop |
| 308826 | Karen Taylor | HPE ProLiant DL380 Gen10 | 2026-04-02 14:20 | 29.97 hr | +22.0 | KB | Mailbox delegation |
| 308887 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-05-12 12:55 | 28.52 hr | +20.5 | BK | New extension setup |
| 308997 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-07-17 11:47 | 27.49 hr | +19.5 | SE | Leaver process |
| 309046 | Phil Jenkins | HP ProBook 450 G6 | 2026-08-19 11:54 | 26.64 hr | +18.6 | ML | Mailbox delegation |
| 308752 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-02-05 13:30 | 26.41 hr | +18.4 | KB | MFA reset |
| 308991 | Karen Taylor | Dell OptiPlex 3050 | 2026-07-13 16:58 | 17.07 hr | +9.1 | AB | Handset registration |
| 308975 | Julie Herbert | HP ProBook 450 G6 | 2026-07-02 14:26 | 14.87 hr | +6.9 | AB | Application crash on launch |
| 308766 | Barry Ebbs | HP t640 | 2026-02-17 16:49 | 11.61 hr | +3.6 | BK | Report not generating |
| 308990 | Julie Herbert | Dell Latitude 7420 | 2026-07-13 16:58 | 11.61 hr | +3.6 | KB | Spoofed email reported |
| 308731 | Karen Taylor | Dell Latitude 7420 | 2026-01-20 08:25 | 11.42 hr | +3.4 | SE | Laptop will not boot |
| 308954 | Karen Taylor | HP t640 | 2026-06-22 12:15 | 11.29 hr | +3.3 | ML | OneDrive sync conflict |
| 308821 | Anne-Marie Cable | Dell Latitude 7420 | 2026-03-27 11:49 | 10.84 hr | +2.8 | TAG | Site offline |
| 308898 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-05-18 13:21 | 10.53 hr | +2.5 | TAG | Backup capacity review |
| 308781 | Kelly Gregory | HP ProBook 450 G6 | 2026-02-27 16:04 | 10.18 hr | +2.2 | KB | Licence renewal |
| 308846 | Kelly Gregory | HP t640 | 2026-04-13 14:55 | 9.95 hr | +1.9 | ML | Restore request |
| 309033 | Damian Armstrong | HP ProDesk 400 G7 | 2026-08-10 15:42 | 9.73 hr | +1.7 | BK | Permission change |
| 308971 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-06-30 14:15 | 9.67 hr | +1.7 | AB | Retention change |
| 308794 | Barry Ebbs | HP t640 | 2026-03-10 10:18 | 9.64 hr | +1.6 | KB | Report not generating |
| 308972 | Phil Jenkins | Dell OptiPlex 3050 | 2026-07-01 13:46 | 9.27 hr | +1.3 | AB | Teams sign-in loop |
| 309042 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-08-14 13:50 | 8.74 hr | +0.7 | AB | Phishing report triage |
| 308978 | Karen Taylor | Dell Latitude 7420 | 2026-07-06 09:37 | 8.34 hr | +0.3 | ML | Docking station not detected |
| 308906 | Julie Herbert | Apple MacBook Air M2 | 2026-05-21 14:50 | 8.24 hr | +0.2 | SE | Wi-Fi dropouts in warehouse |
| 308958 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-06-23 09:01 | 8.23 hr | +0.2 | SE | Leaver process |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 11 | 01 Jan 2026 – 29 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 8 | 02 Jan 2026 – 18 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 8 | 26 Jan 2026 – 13 Aug 2026 |
| Karen Taylor | Hardware | 7 | 20 Jan 2026 – 21 Aug 2026 |
| Anne-Marie Cable | Backup / restore | 7 | 06 Apr 2026 – 24 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 7 | 14 Apr 2026 – 25 Aug 2026 |
| Barry Ebbs | Hardware | 6 | 12 Jan 2026 – 27 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 22 Jan 2026 – 21 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 8 | 01 Jan 2026 – 14 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 7 | 13 Jan 2026 – 14 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 7 | 15 Jan 2026 – 19 Aug 2026 |
| Lenovo ThinkPad T14 | Backup / restore | 7 | 06 Apr 2026 – 03 Aug 2026 |
| Dell Latitude 7420 | Hardware | 6 | 20 Jan 2026 – 06 Jul 2026 |
| Lenovo ThinkPad T14 | Line of business app | 5 | 13 Jan 2026 – 27 Jul 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 5 | 13 Jan 2026 – 27 Jul 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 5 | 29 Jan 2026 – 29 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
355 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| NIG008-101116 | 25 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Remote | P2 | Open | — | — | n/a |
| NIG008-101115 | 24 Aug 2026 | Incident | Handset registration Telephony · TAG · Site 2 | P3 | Resolved | 35.67 hr | 1.3 days | Missed |
| NIG008-101114 | 21 Aug 2026 | Project · excluded | Database timeout Line of business app · BK · Remote | P3 | Open | — | — | n/a |
| NIG008-101113 | 21 Aug 2026 | Incident | MFA reset Security · TAG · Remote | P3 | Closed | 1.42 hr | 2.5 days | Met |
| NIG008-101112 | 21 Aug 2026 | Incident · excluded | Restore request Backup · ML · Head Office | P2 | Closed | — | — | n/a |
| NIG008-101111 | 21 Aug 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Open | — | — | n/a |
| NIG008-101110 | 20 Aug 2026 | Incident | Handset registration Telephony · ML · Head Office | P2 | Closed | 4.68 hr | 1.6 days | Met |
| NIG008-101109 | 19 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Open | — | — | n/a |
| NIG008-101108 | 19 Aug 2026 | Incident | Retention change Backup · KB · Head Office | P3 | Resolved | 3.64 hr | 1.5 days | Met |
| NIG008-101107 | 19 Aug 2026 | Change | Mailbox delegation Email · ML · Head Office | P2 | Resolved | 26.64 hr | 1.8 days | Missed |
| NIG008-101106 | 18 Aug 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 0.44 hr | 1.1 days | Met |
| NIG008-101105 | 17 Aug 2026 | Change · excluded | Slow VPN Network · KB · Site 2 | P3 | Resolved | — | — | n/a |
| NIG008-101104 | 14 Aug 2026 | Change | SharePoint permission request Microsoft 365 · KB · Branch | P1 | Closed | 2.57 hr | 12.7 hr | Met |
| NIG008-101103 | 14 Aug 2026 | Service Request | Phishing report triage Security · AB · Branch | P3 | Resolved | 8.74 hr | 2.1 days | Missed |
| NIG008-101102 | 13 Aug 2026 | Service Request | Site offline Network · ML · Branch | P4 | Closed | 1.26 hr | 1.4 days | Met |
| NIG008-101101 | 12 Aug 2026 | Quote · excluded | Mailbox delegation Email · TAG · Site 2 | P3 | Open | — | — | n/a |
| NIG008-101100 | 12 Aug 2026 | Incident | Backup job failed Backup · SE · Branch | P2 | Closed | 0.67 hr | 12.6 hr | Met |
| NIG008-101099 | 11 Aug 2026 | Incident · excluded | Distribution list change Email · BK · Head Office | P4 | Closed | — | — | n/a |
| NIG008-101098 | 11 Aug 2026 | Project · excluded | Endpoint alert investigation Security · ML · Head Office | P2 | In Progress | — | — | n/a |
| NIG008-101097 | 11 Aug 2026 | Change | Report not generating Line of business app · ML · Head Office | P3 | Closed | 0.24 hr | 2.5 days | Met |
| NIG008-101096 | 10 Aug 2026 | Project · excluded | Switch port fault Network · BK · Remote | P2 | Open | — | — | n/a |
| NIG008-101095 | 10 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 0.82 hr | 1.2 days | Met |
| NIG008-101094 | 10 Aug 2026 | Service Request | Permission change User admin · BK · Head Office | P3 | Closed | 9.73 hr | 13.1 hr | Missed |
| NIG008-101093 | 06 Aug 2026 | Incident | Switch port fault Network · ML · Head Office | P2 | Resolved | 0.07 hr | 2.1 days | Met |
| NIG008-101092 | 05 Aug 2026 | Project · excluded | Retention change Backup · BK · Head Office | P2 | In Progress | — | — | n/a |
| NIG008-101091 | 04 Aug 2026 | Incident · excluded | Application crash on launch Line of business app · ML · Head Office | P2 | Resolved | — | — | n/a |
| NIG008-101090 | 03 Aug 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P3 | Closed | 0.92 hr | 18.7 hr | Met |
| NIG008-101089 | 03 Aug 2026 | Incident | Site offline Network · SE · Head Office | P4 | Resolved | 0.21 hr | 1.7 days | Met |
| NIG008-101088 | 03 Aug 2026 | Service Request · excluded | Licence renewal Line of business app · ML · Remote | P3 | Resolved | — | — | n/a |
| NIG008-101087 | 03 Aug 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Resolved | 0.88 hr | 4.7 hr | Met |
| NIG008-101086 | 31 Jul 2026 | Project · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | In Progress | — | — | n/a |
| NIG008-101085 | 31 Jul 2026 | Quote · excluded | New printer driver rollout Printing · SE · Head Office | P3 | Open | — | — | n/a |
| NIG008-101084 | 31 Jul 2026 | Incident · excluded | Permission change User admin · BK · Branch | P3 | Closed | — | — | n/a |
| NIG008-101083 | 30 Jul 2026 | Incident | New starter setup User admin · SE · Remote | P4 | Resolved | 2.66 hr | 1.1 days | Met |
| NIG008-101082 | 29 Jul 2026 | Incident | Name change request User admin · SE · Remote | P4 | Resolved | 5.37 hr | 1.0 days | Met |
| NIG008-101081 | 29 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 0.26 hr | 7.1 hr | Met |
| NIG008-101080 | 29 Jul 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 1.09 hr | 1.9 days | Met |
| NIG008-101079 | 28 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 2.32 hr | 1.1 hr | Met |
| NIG008-101078 | 27 Jul 2026 | Incident | Docking station not detected Hardware · TAG · Branch | P3 | Resolved | 0.11 hr | 13.4 hr | Met |
| NIG008-101077 | 27 Jul 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 0.44 hr | 9.1 hr | Met |
| NIG008-101076 | 27 Jul 2026 | Incident | Site offline Network · SE · Head Office | P2 | Resolved | 3.32 hr | 2.0 days | Met |
| NIG008-101075 | 26 Jul 2026 | Incident · excluded | Printer offline Printing · ML · Head Office | P1 | Resolved | — | — | n/a |
| NIG008-101074 | 26 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | 31.88 hr | 1.3 days | Missed |
| NIG008-101073 | 24 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Head Office | P2 | Open | — | — | n/a |
| NIG008-101072 | 24 Jul 2026 | Incident | Backup capacity review Backup · ML · Head Office | P3 | Resolved | 1.99 hr | 2.4 days | Met |
| NIG008-101071 | 24 Jul 2026 | Incident · excluded | Slow VPN Network · ML · Site 2 | P2 | Closed | — | — | n/a |
| NIG008-101070 | 23 Jul 2026 | Change | MFA reset Security · SE · Head Office | P4 | Resolved | 0.98 hr | 13.6 hr | Met |
| NIG008-101069 | 23 Jul 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Resolved | 2.57 hr | 23.8 hr | Met |
| NIG008-101068 | 21 Jul 2026 | Incident | Slow VPN Network · AB · Head Office | P4 | Closed | 0.52 hr | 22.4 hr | Met |
| NIG008-101067 | 21 Jul 2026 | Service Request | Toner replacement Printing · KB · Remote | P4 | Resolved | 0.20 hr | 2.4 days | Met |
| NIG008-101066 | 20 Jul 2026 | Incident | Restore request Backup · SE · Remote | P4 | Resolved | 1.33 hr | 1.3 days | Met |
| NIG008-101065 | 20 Jul 2026 | Change | Scan to email failing Printing · KB · Remote | P3 | Closed | 0.06 hr | 1.3 hr | Met |
| NIG008-101064 | 20 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 4.08 hr | 2.3 days | Met |
| NIG008-101063 | 18 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P1 | Resolved | 5.50 hr | 7.6 hr | Met |
| NIG008-101062 | 18 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Closed | 2.50 hr | 1.9 days | Met |
| NIG008-101061 | 18 Jul 2026 | Incident | Leaver process User admin · KB · Head Office | P4 | Resolved | 1.47 hr | 1.3 days | Met |
| NIG008-101060 | 17 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P4 | Closed | 0.96 hr | 9.5 hr | Met |
| NIG008-101059 | 17 Jul 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P3 | Resolved | 4.39 hr | 8.1 hr | Met |
| NIG008-101058 | 17 Jul 2026 | Service Request | Leaver process User admin · SE · Head Office | P3 | Resolved | 27.49 hr | 22.5 hr | Missed |
| NIG008-101057 | 16 Jul 2026 | Incident | New printer driver rollout Printing · BK · Branch | P4 | Closed | 0.05 hr | 9.3 hr | Met |
| NIG008-101056 | 16 Jul 2026 | Change | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 0.34 hr | 2.1 days | Met |
| NIG008-101055 | 15 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 1.07 hr | 2.1 days | Met |
| NIG008-101054 | 15 Jul 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | 0.95 hr | 1.8 days | Met |
| NIG008-101053 | 13 Jul 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P4 | Closed | 0.14 hr | 2.6 hr | Met |
| NIG008-101052 | 13 Jul 2026 | Incident | Handset registration Telephony · AB · Remote | P1 | Resolved | 17.07 hr | 16.7 hr | Missed |
| NIG008-101051 | 13 Jul 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P1 | Resolved | 11.61 hr | 2.0 hr | Missed |
| NIG008-101050 | 13 Jul 2026 | Quote · excluded | Phishing report triage Security · AB · Head Office | P4 | Closed | — | — | n/a |
| NIG008-101049 | 10 Jul 2026 | Incident | Name change request User admin · KB · Head Office | P4 | Closed | 2.15 hr | 20.2 hr | Met |
| NIG008-101048 | 10 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Closed | 3.87 hr | 1.4 days | Met |
| NIG008-101047 | 09 Jul 2026 | Change | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 0.65 hr | 1.7 days | Met |
| NIG008-101046 | 09 Jul 2026 | Service Request | Restore request Backup · TAG · Head Office | P4 | Closed | 4.16 hr | 19.1 hr | Met |
| NIG008-101045 | 08 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | 0.74 hr | 1.3 days | Met |
| NIG008-101044 | 07 Jul 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | 0.46 hr | 18.1 hr | Met |
| NIG008-101043 | 07 Jul 2026 | Incident | Leaver process User admin · ML · Head Office | P2 | Closed | 0.45 hr | 1.8 days | Met |
| NIG008-101042 | 07 Jul 2026 | Change | Retention change Backup · AB · Head Office | P3 | Resolved | 0.36 hr | 20.7 hr | Met |
| NIG008-101041 | 06 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 3.52 hr | 2.2 hr | Met |
| NIG008-101040 | 06 Jul 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P2 | Closed | 0.78 hr | 1.2 days | Met |
| NIG008-101039 | 06 Jul 2026 | Service Request | Docking station not detected Hardware · ML · Branch | P3 | Closed | 8.34 hr | 2.0 days | Missed |
| NIG008-101038 | 06 Jul 2026 | Service Request · excluded | Database timeout Line of business app · AB · Branch | P3 | Resolved | — | — | n/a |
| NIG008-101037 | 02 Jul 2026 | Quote · excluded | Report not generating Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| NIG008-101036 | 02 Jul 2026 | Incident | Application crash on launch Line of business app · AB · Remote | P3 | Closed | 14.87 hr | 11.8 hr | Missed |
| NIG008-101035 | 01 Jul 2026 | Service Request · excluded | Retention change Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| NIG008-101034 | 01 Jul 2026 | Planned Install · excluded | Message quarantined Email · ML · Head Office | P3 | Closed | — | — | n/a |
| NIG008-101033 | 01 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Branch | P3 | Closed | 9.27 hr | 1.3 days | Missed |
| NIG008-101032 | 30 Jun 2026 | Service Request | Retention change Backup · AB · Head Office | P4 | Closed | 9.67 hr | 1.4 days | Missed |
| NIG008-101031 | 30 Jun 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 3.25 hr | 2.1 days | Met |
| NIG008-101030 | 30 Jun 2026 | Planned Install · excluded | New starter setup User admin · TAG · Branch | P4 | Resolved | — | — | n/a |
| NIG008-101029 | 30 Jun 2026 | Service Request | Slow VPN Network · KB · Remote | P4 | Closed | 5.66 hr | 2.3 days | Met |
| NIG008-101028 | 29 Jun 2026 | Incident | Switch port fault Network · SE · Remote | P3 | Closed | 0.89 hr | 2.5 days | Met |
| NIG008-101027 | 29 Jun 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Resolved | 0.75 hr | 2.1 days | Met |
| NIG008-101026 | 26 Jun 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | 0.60 hr | 1.7 days | Met |
| NIG008-101025 | 26 Jun 2026 | Service Request · excluded | Toner replacement Printing · ML · Head Office | P2 | Closed | — | — | n/a |
| NIG008-101024 | 25 Jun 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 3.10 hr | 2.4 days | Met |
| NIG008-101023 | 25 Jun 2026 | Planned Install · excluded | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| NIG008-101022 | 25 Jun 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P2 | Closed | 1.33 hr | 11.7 hr | Met |
| NIG008-101021 | 24 Jun 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Closed | 4.16 hr | 1.3 days | Met |
| NIG008-101020 | 24 Jun 2026 | Incident · excluded | Laptop will not boot Hardware · BK · Remote | P3 | Closed | — | — | n/a |
| NIG008-101019 | 23 Jun 2026 | Incident | Leaver process User admin · SE · Head Office | P3 | Closed | 8.23 hr | 9.1 hr | Missed |
| NIG008-101018 | 23 Jun 2026 | Service Request · excluded | Scan to email failing Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| NIG008-101017 | 23 Jun 2026 | Incident | Spoofed email reported Email · BK · Remote | P3 | Closed | 0.80 hr | 1.1 days | Met |
| NIG008-101016 | 22 Jun 2026 | Incident | Screen flickering Hardware · KB · Branch | P3 | Closed | 1.02 hr | 16.0 hr | Met |
| NIG008-101015 | 22 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Resolved | 11.29 hr | 8.9 hr | Missed |
| NIG008-101014 | 22 Jun 2026 | Incident | Backup job failed Backup · AB · Branch | P1 | Closed | 2.89 hr | 17.8 hr | Met |
| NIG008-101013 | 19 Jun 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P4 | Closed | 4.45 hr | 1.4 days | Met |
| NIG008-101012 | 19 Jun 2026 | Service Request | Spoofed email reported Email · AB · Remote | P3 | Closed | 0.74 hr | 22.3 hr | Met |
| NIG008-101011 | 19 Jun 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| NIG008-101010 | 18 Jun 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 0.12 hr | 1.5 days | Met |
| NIG008-101009 | 18 Jun 2026 | Project · excluded | SharePoint permission request Microsoft 365 · BK · Site 2 | P3 | Resolved | — | — | n/a |
| NIG008-101008 | 18 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Site 2 | P3 | Closed | 0.58 hr | 2.0 days | Met |
| NIG008-101007 | 17 Jun 2026 | Service Request | Site offline Network · BK · Head Office | P2 | Closed | 5.94 hr | 10.3 hr | Met |
| NIG008-101006 | 17 Jun 2026 | Service Request | Name change request User admin · KB · Head Office | P2 | Resolved | 2.44 hr | 1.7 days | Met |
| NIG008-101005 | 16 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 1.45 hr | 1.9 days | Met |
| NIG008-101004 | 15 Jun 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Closed | 1.01 hr | 2.3 days | Met |
| NIG008-101003 | 15 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P4 | Resolved | 6.45 hr | 16.6 hr | Met |
| NIG008-101002 | 15 Jun 2026 | Incident | Switch port fault Network · AB · Head Office | P3 | Resolved | 1.07 hr | 1.2 days | Met |
| NIG008-101001 | 12 Jun 2026 | Incident | Phishing report triage Security · TAG · Branch | P4 | Closed | 69.74 hr | 1.0 days | Missed |
| NIG008-101000 | 12 Jun 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Closed | 4.05 hr | 2.2 days | Met |
| NIG008-100999 | 11 Jun 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| NIG008-100998 | 11 Jun 2026 | Quote · excluded | Spoofed email reported Email · AB · Head Office | P2 | Closed | — | — | n/a |
| NIG008-100997 | 09 Jun 2026 | Project · excluded | Switch port fault Network · BK · Site 2 | P3 | Closed | — | — | n/a |
| NIG008-100996 | 09 Jun 2026 | Service Request | Backup job failed Backup · BK · Head Office | P4 | Closed | 1.24 hr | 17.3 hr | Met |
| NIG008-100995 | 09 Jun 2026 | Incident | Call quality issue Telephony · TAG · Remote | P3 | Resolved | 2.74 hr | 23.6 hr | Met |
| NIG008-100994 | 08 Jun 2026 | Quote · excluded | Docking station not detected Hardware · KB · Head Office | P4 | Resolved | — | — | n/a |
| NIG008-100993 | 08 Jun 2026 | Project · excluded | Printer offline Printing · SE · Remote | P3 | Closed | — | — | n/a |
| NIG008-100992 | 08 Jun 2026 | Service Request | Licence renewal Line of business app · KB · Remote | P2 | Closed | 0.29 hr | 1.2 days | Met |
| NIG008-100991 | 05 Jun 2026 | Incident | Slow VPN Network · SE · Head Office | P4 | Resolved | 3.61 hr | 2.3 days | Met |
| NIG008-100990 | 05 Jun 2026 | Change | New starter setup User admin · TAG · Head Office | P4 | Closed | 3.17 hr | 1.5 days | Met |
| NIG008-100989 | 04 Jun 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P4 | Closed | 4.28 hr | 1.8 days | Met |
| NIG008-100988 | 04 Jun 2026 | Incident | New extension setup Telephony · ML · Branch | P3 | Closed | 5.23 hr | 2.4 days | Met |
| NIG008-100987 | 04 Jun 2026 | Service Request · excluded | Handset registration Telephony · SE · Site 2 | P2 | Closed | — | — | n/a |
| NIG008-100986 | 03 Jun 2026 | Incident · excluded | Name change request User admin · BK · Head Office | P3 | Resolved | — | — | n/a |
| NIG008-100985 | 03 Jun 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 3.27 hr | 1.9 days | Met |
| NIG008-100984 | 02 Jun 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| NIG008-100983 | 02 Jun 2026 | Incident | Distribution list change Email · TAG · Head Office | P3 | Closed | 0.83 hr | 1.8 days | Met |
| NIG008-100982 | 01 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Resolved | — | — | n/a |
| NIG008-100981 | 01 Jun 2026 | Incident | Printer offline Printing · BK · Head Office | P1 | Closed | 3.63 hr | 16.5 hr | Met |
| NIG008-100980 | 01 Jun 2026 | Incident | Replacement keyboard Hardware · SE · Branch | P1 | Closed | 0.78 hr | 6.2 hr | Met |
| NIG008-100979 | 29 May 2026 | Service Request · excluded | Database timeout Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| NIG008-100978 | 28 May 2026 | Service Request | Message quarantined Email · SE · Branch | P2 | Closed | 1.20 hr | 10.0 hr | Met |
| NIG008-100977 | 28 May 2026 | Quote · excluded | Application crash on launch Line of business app · ML · Site 2 | P3 | Closed | — | — | n/a |
| NIG008-100976 | 27 May 2026 | Service Request | Voicemail not delivering Telephony · SE · Remote | P2 | Closed | 1.48 hr | 2.6 hr | Met |
| NIG008-100975 | 26 May 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P4 | Closed | 0.66 hr | 1.9 days | Met |
| NIG008-100974 | 26 May 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | — | — | n/a |
| NIG008-100973 | 26 May 2026 | Incident | Report not generating Line of business app · BK · Head Office | P4 | Closed | 0.47 hr | 1.8 days | Met |
| NIG008-100972 | 25 May 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P2 | Closed | 0.08 hr | 2.0 days | Met |
| NIG008-100971 | 22 May 2026 | Service Request | Toner replacement Printing · AB · Remote | P4 | Closed | 1.36 hr | 1.1 days | Met |
| NIG008-100970 | 22 May 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P1 | Closed | 0.29 hr | 13.0 hr | Met |
| NIG008-100969 | 22 May 2026 | Service Request | Restore request Backup · KB · Remote | P1 | Closed | 0.17 hr | 15.3 hr | Met |
| NIG008-100968 | 21 May 2026 | Incident | New printer driver rollout Printing · ML · Remote | P3 | Resolved | 0.64 hr | 6.5 hr | Met |
| NIG008-100967 | 21 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P2 | Closed | 8.24 hr | 1.9 days | Missed |
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.