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Northgate Plastics Holdings

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northgateplastics.co.uk · Manufacturing · Account manager Rachel Byrne · Northgate Holdings (site of 3)

Microsoft 365Healthy15 hr agoSupport & assets (SQL)Partial2 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. 25 records in this selection sit outside that — quotes, projects and planned installs, plus 12 calls billed time and materials. They stay visible for volume context.

Service performance

48 eligible records in this year
Average first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
93.6%
3 call(s) over the 8-hour target
First-time fix
66.7%
Where the source records the field

Volume

Contract calls
48
73 calls logged in the period
Off contract
12
£3,510 chargeable
Open / closed
0 / 73
Across the selected period
Data-quality gaps
1
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

48
records
  • Backup10
  • Network6
  • Printing6
  • User admin6
  • Email5
  • Hardware4

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026485.73 hr93.6%325

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 Taylor121.61 hr100%0
Kelly Gregory91.36 hr100%0
Stacey Thomas52.07 hr100%0
(Not recorded)411.43 hr75%1
Julie Herbert42.15 hr100%0
Rachael Parkin44.22 hr75%1
Barry Ebbs32.12 hr100%0
Damian Armstrong22.31 hr100%0
Anne-Marie Cable21.08 hr100%0
Chloe Dempsey13.47 hr100%0
Phil Jenkins14.42 hr100%0
Daniel Blacker1136.66 hr0%1

3 contract calls missed the 8-hour target

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

Longest 128.7 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
309148Daniel BlackerDell Wyse 50702026-04-15 15:50136.66 hr+128.7ABLaptop will not boot
309150(Not recorded)Dell OptiPlex 70102026-04-20 17:5737.63 hr+29.6MLReplacement keyboard
309170Rachael ParkinApple MacBook Air M22026-06-26 16:388.53 hr+0.5KBMFA reset

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
(Not recorded)Backup / restore312 Jan 2026 – 21 Jul 2026
Rachael ParkinMonitoring / server / security321 Jan 2026 – 26 Jun 2026
Stacey ThomasBackup / restore303 Feb 2026 – 31 Jul 2026
Karen TaylorEmail / Microsoft 365304 Mar 2026 – 10 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
IGEL UD3Backup / restore310 Mar 2026 – 31 Jul 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
NOR456-10022217 Aug 2026Incident · excludedBackup job failed
Backup · SE · Head Office
P3Closed——n/a
NOR456-10022113 Aug 2026Service Request · excludedToner replacement
Printing · TAG · Head Office
P4Closed——n/a
NOR456-10022012 Aug 2026IncidentReport not generating
Line of business app · AB · Remote
P4Closed3.32 hr1.2 daysMet
NOR456-10021910 Aug 2026IncidentMessage quarantined
Email · ML · Head Office
P2Closed0.78 hr9.5 hrMet
NOR456-10021804 Aug 2026Service RequestName change request
User admin · SE · Branch
P4Closed0.59 hr1.8 daysMet
NOR456-10021731 Jul 2026IncidentBackup job failed
Backup · SE · Head Office
P2Resolved1.15 hr16.1 hrMet
NOR456-10021622 Jul 2026Service RequestRetention change
Backup · SE · Head Office
P4Closed0.99 hr2.6 hrMet
NOR456-10021521 Jul 2026IncidentBackup job failed
Backup · ML · Head Office
P2Closed2.24 hr2.3 daysMet
NOR456-10021415 Jul 2026Quote · excludedHandset registration
Telephony · AB · Branch
P3Resolved——n/a
NOR456-10021310 Jul 2026IncidentPhishing report triage
Security · TAG · Head Office
P3Closed0.80 hr2.3 daysMet
NOR456-10021209 Jul 2026Service Request · excludedWi-Fi dropouts in warehouse
Network · ML · Head Office
P3Closed——n/a
NOR456-10021108 Jul 2026IncidentLeaver process
User admin · SE · Remote
P3Closed0.52 hr1.3 daysMet
NOR456-10021007 Jul 2026IncidentMessage quarantined
Email · TAG · Head Office
P3Closed5.92 hr20.6 hrMet
NOR456-10020903 Jul 2026Service RequestReport not generating
Line of business app · ML · Head Office
P3Resolved0.99 hr1.7 daysMet
NOR456-10020830 Jun 2026IncidentBackup capacity review
Backup · TAG · Remote
P4Resolved0.35 hr9.3 hrMet
NOR456-10020726 Jun 2026IncidentMFA reset
Security · KB · Head Office
P4Closed8.53 hr1.3 daysMissed
NOR456-10020625 Jun 2026Service RequestNew extension setup
Telephony · AB · Head Office
P4Resolved4.85 hr1.3 daysMet
NOR456-10020523 Jun 2026Service Request · excludedPhishing report triage
Security · BK · Head Office
P3Closed——n/a
NOR456-10020422 Jun 2026ChangeDistribution list change
Email · TAG · Branch
P1Closed1.18 hr10.6 hrMet
NOR456-10020317 Jun 2026Quote · excludedName change request
User admin · SE · Remote
P2Closed——n/a
NOR456-10020214 Jun 2026IncidentScan to email failing
Printing · AB · Head Office
P2Closed0.69 hr11.5 hrMet
NOR456-10020109 Jun 2026Service Request · excludedToner replacement
Printing · KB · Branch
P2Resolved——n/a
NOR456-10020004 Jun 2026Quote · excludedLeaver process
User admin · SE · Head Office
P3Resolved——n/a
NOR456-10019901 Jun 2026Quote · excludedWi-Fi dropouts in warehouse
Network · SE · Head Office
P3Closed——n/a
NOR456-10019829 May 2026Planned Install · excludedSite offline
Network · ML · Head Office
P2Resolved——n/a
NOR456-10019727 May 2026IncidentMessage quarantined
Email · KB · Head Office
P3Closed5.49 hr2.5 daysMet
NOR456-10019626 May 2026Service RequestVoicemail not delivering
Telephony · BK · Branch
P3Closed0.22 hr1.0 daysMet
NOR456-10019521 May 2026ChangeRestore request
Backup · KB · Head Office
P2Closed3.71 hr1.2 daysMet
NOR456-10019418 May 2026IncidentToner replacement
Printing · SE · Remote
P3Closed1.10 hr1.3 daysMet
NOR456-10019315 May 2026Quote · excludedMailbox delegation
Email · SE · Head Office
P3Closed——n/a
NOR456-10019213 May 2026IncidentName change request
User admin · AB · Branch
P3Closed1.29 hr18.8 hrMet
NOR456-10019130 Apr 2026Incident · excludedNew starter setup
User admin · TAG · Branch
P2Closed——n/a
NOR456-10019028 Apr 2026ChangeCall quality issue
Telephony · KB · Head Office
P4Resolved3.40 hr1.9 daysMet
NOR456-10018927 Apr 2026Quote · excludedRetention change
Backup · TAG · Head Office
P2Closed——n/a
NOR456-10018821 Apr 2026Incident · excludedNew starter setup
User admin · AB · Head Office
P3Closed——n/a
NOR456-10018720 Apr 2026ChangeReplacement keyboard
Hardware · ML · Remote
P4Closed37.63 hr20.0 hrMissed
NOR456-10018617 Apr 2026IncidentLeaver process
User admin · BK · Head Office
P3Resolved1.96 hr7.3 hrMet
NOR456-10018515 Apr 2026Service RequestLaptop will not boot
Hardware · AB · Branch
P3Closed136.66 hr7.1 hrMissed
NOR456-10018414 Apr 2026Quote · excludedMessage quarantined
Email · SE · Head Office
P3Closed——n/a
NOR456-10018310 Apr 2026Project · excludedHandset registration
Telephony · ML · Remote
P3Closed——n/a
NOR456-10018208 Apr 2026Service RequestSlow VPN
Network · BK · Head Office
P4Closed0.10 hr1.3 daysMet
NOR456-10018130 Mar 2026IncidentLaptop will not boot
Hardware · TAG · Remote
P2Resolved3.83 hr2.3 daysMet
NOR456-10018028 Mar 2026Service RequestPermission change
User admin · SE · Site 2
P3Closed1.29 hr10.2 hrMet
NOR456-10017927 Mar 2026IncidentPermission change
User admin · KB · Remote
P3Closed0.96 hr1.0 daysMet
NOR456-10017818 Mar 2026Incident · excludedLicence renewal
Line of business app · TAG · Head Office
P4Resolved——n/a
NOR456-10017712 Mar 2026IncidentScan to email failing
Printing · BK · Head Office
P3Resolved4.42 hr11.6 hrMet
NOR456-10017610 Mar 2026IncidentBackup job failed
Backup · AB · Branch
P2Closed1.18 hr9.0 hrMet
NOR456-10017506 Mar 2026IncidentScan to email failing
Printing · KB · Head Office
P3Closed1.36 hr1.2 daysMet
NOR456-10017404 Mar 2026Service RequestMessage quarantined
Email · TAG · Head Office
P3Closed3.19 hr6.4 hrMet
NOR456-10017302 Mar 2026IncidentRestore request
Backup · TAG · Head Office
P3Resolved3.67 hr21.3 hrMet
NOR456-10017226 Feb 2026Quote · excludedNew extension setup
Telephony · BK · Head Office
P2Resolved——n/a
NOR456-10017125 Feb 2026IncidentBackup job failed
Backup · AB · Remote
P4Closed3.47 hr2.2 daysMet
NOR456-10017024 Feb 2026Service RequestOneDrive sync conflict
Microsoft 365 · SE · Head Office
P4Resolved0.63 hr1.8 daysMet
NOR456-10016922 Feb 2026Service Request · excludedSwitch port fault
Network · AB · Site 2
P4Resolved——n/a
NOR456-10016820 Feb 2026Incident · excludedApplication crash on launch
Line of business app · SE · Head Office
P2Closed——n/a
NOR456-10016719 Feb 2026Service RequestSuspicious sign-in review
Security · TAG · Head Office
P3Resolved0.37 hr1.6 daysMet
NOR456-10016616 Feb 2026Project · excludedDatabase timeout
Line of business app · BK · Head Office
P2Resolved——n/a
NOR456-10016510 Feb 2026Service RequestPrinter offline
Printing · ML · Head Office
P3Resolved1.06 hr1.8 daysMet
NOR456-10016405 Feb 2026IncidentLicence renewal
Line of business app · BK · Head Office
P3Closed——n/a
NOR456-10016304 Feb 2026Service RequestSite offline
Network · AB · Head Office
P2Closed0.21 hr1.9 daysMet
NOR456-10016203 Feb 2026IncidentBackup capacity review
Backup · BK · Remote
P4Closed5.74 hr22.3 hrMet
NOR456-10016102 Feb 2026IncidentSwitch port fault
Network · TAG · Branch
P2Closed1.01 hr8.8 hrMet
NOR456-10016026 Jan 2026Incident · excludedDatabase timeout
Line of business app · SE · Branch
P3Closed——n/a
NOR456-10015921 Jan 2026IncidentSite offline
Network · AB · Head Office
P3Closed4.58 hr1.5 daysMet
NOR456-10015820 Jan 2026IncidentSlow VPN
Network · KB · Site 2
P4Closed1.42 hr6.8 hrMet
NOR456-10015716 Jan 2026Service RequestScan to email failing
Printing · SE · Head Office
P3Closed1.09 hr22.8 hrMet
NOR456-10015615 Jan 2026IncidentPhishing report triage
Security · TAG · Remote
P4Closed1.31 hr13.1 hrMet
NOR456-10015514 Jan 2026Quote · excludedHandset registration
Telephony · BK · Branch
P4Closed——n/a
NOR456-10015413 Jan 2026IncidentDocking station not detected
Hardware · AB · Remote
P4Closed0.71 hr14.1 hrMet
NOR456-10015312 Jan 2026Service RequestBackup capacity review
Backup · AB · Head Office
P4Closed2.14 hr8.2 hrMet
NOR456-10015207 Jan 2026IncidentSwitch port fault
Network · BK · Remote
P3Resolved1.30 hr1.6 daysMet
NOR456-10015105 Jan 2026Planned Install · excludedMFA reset
Security · SE · Remote
P2Resolved——n/a
NOR456-10015002 Jan 2026Incident · excludedWi-Fi dropouts in warehouse
Network · TAG · Head Office
P2Closed——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.