SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 27 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.
Service performance
61 eligible records in this yearAverage first response
2.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
98.2%
1 call(s) over the 8-hour target
First-time fix
80.0%
Where the source records the field
Volume
Contract calls
61
88 calls logged in the period
Off contract
11
£3,462.75 chargeable
Open / closed
3 / 85
Across the selected period
Data-quality gaps
4
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
61
records
- Network10
- Security7
- Email7
- User admin6
- Printing6
- Telephony6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 61 | 2.35 hr | 98.2% | 1 | 27 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Kelly Gregory | 8 | 2.85 hr | 100% | 0 |
| (Not recorded) | 8 | 2.37 hr | 100% | 0 |
| Karen Taylor | 7 | 3.08 hr | 100% | 0 |
| Daniel Blacker | 6 | 2.03 hr | 100% | 0 |
| Chloe Dempsey | 6 | 2.63 hr | 83% | 1 |
| Stacey Thomas | 5 | 2.55 hr | 100% | 0 |
| Barry Ebbs | 4 | 1.74 hr | 100% | 0 |
| Julie Herbert | 4 | 0.93 hr | 100% | 0 |
| Anne-Marie Cable | 4 | 1.60 hr | 100% | 0 |
| Damian Armstrong | 3 | 2.00 hr | 100% | 0 |
| Phil Jenkins | 3 | 3.73 hr | 100% | 0 |
| Aiden Higgins | 2 | 2.85 hr | 100% | 0 |
1 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 1.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308331 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-05-19 12:27 | 9.93 hr | +1.9 | SE | Message quarantined |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| (Not recorded) | Monitoring / server / security | 4 | 14 Apr 2026 – 03 Aug 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 3 | 23 Jan 2026 – 19 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Monitoring / server / security | 4 | 12 Jan 2026 – 05 Aug 2026 |
| IGEL UD3 | User administration | 3 | 20 Jan 2026 – 13 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
88 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| NOR501-100255 | 25 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Open | — | — | n/a |
| NOR501-100254 | 21 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | 3.39 hr | 1.1 days | Met |
| NOR501-100253 | 17 Aug 2026 | Project · excluded | Screen flickering Hardware · KB · Site 2 | P4 | Open | — | — | n/a |
| NOR501-100252 | 14 Aug 2026 | Service Request | Backup job failed Backup · SE · Remote | P2 | Closed | 2.85 hr | 1.4 days | Met |
| NOR501-100251 | 12 Aug 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | In Progress | — | — | n/a |
| NOR501-100250 | 10 Aug 2026 | Service Request | Toner replacement Printing · BK · Remote | P3 | Closed | 1.32 hr | 1.5 days | Met |
| NOR501-100249 | 05 Aug 2026 | Incident | Endpoint alert investigation Security · ML · Remote | P3 | Resolved | 3.60 hr | 1.9 days | Met |
| NOR501-100248 | 03 Aug 2026 | Service Request | MFA reset Security · KB · Head Office | P3 | Resolved | 1.37 hr | 1.4 days | Met |
| NOR501-100247 | 24 Jul 2026 | Service Request · excluded | MFA reset Security · SE · Branch | P4 | Closed | — | — | n/a |
| NOR501-100246 | 21 Jul 2026 | Service Request | Toner replacement Printing · ML · Head Office | P2 | Closed | 0.11 hr | 2.1 days | Met |
| NOR501-100245 | 20 Jul 2026 | Change | Permission change User admin · KB · Head Office | P2 | Closed | 1.16 hr | 1.4 days | Met |
| NOR501-100244 | 16 Jul 2026 | Change | Wi-Fi dropouts in warehouse Network · BK · Remote | P3 | Resolved | 1.88 hr | 2.3 days | Met |
| NOR501-100243 | 15 Jul 2026 | Incident | Permission change User admin · AB · Head Office | P3 | Closed | 4.65 hr | 19.7 hr | Met |
| NOR501-100242 | 14 Jul 2026 | Incident | Site offline Network · AB · Head Office | P1 | Closed | 0.62 hr | 17.1 hr | Met |
| NOR501-100241 | 13 Jul 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 1.28 hr | 12.4 hr | Met |
| NOR501-100240 | 10 Jul 2026 | Incident | Mailbox delegation Email · ML · Head Office | P3 | Closed | 2.72 hr | 19.2 hr | Met |
| NOR501-100239 | 08 Jul 2026 | Incident · excluded | Handset registration Telephony · ML · Head Office | P4 | Resolved | — | — | n/a |
| NOR501-100238 | 07 Jul 2026 | Incident | Switch port fault Network · TAG · Head Office | P2 | Closed | 3.36 hr | 11.4 hr | Met |
| NOR501-100237 | 03 Jul 2026 | Quote · excluded | Mailbox delegation Email · KB · Head Office | P2 | Closed | — | — | n/a |
| NOR501-100236 | 02 Jul 2026 | Planned Install · excluded | Licence renewal Line of business app · ML · Remote | P3 | Closed | — | — | n/a |
| NOR501-100235 | 01 Jul 2026 | Service Request | Spoofed email reported Email · ML · Remote | P3 | Closed | 4.13 hr | 1.8 days | Met |
| NOR501-100234 | 30 Jun 2026 | Quote · excluded | Docking station not detected Hardware · SE · Branch | P2 | Resolved | — | — | n/a |
| NOR501-100233 | 29 Jun 2026 | Incident | Call quality issue Telephony · SE · Head Office | P4 | Closed | 0.49 hr | 2.2 days | Met |
| NOR501-100232 | 26 Jun 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P2 | Closed | — | — | n/a |
| NOR501-100231 | 25 Jun 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P2 | Closed | 5.92 hr | 1.6 days | Met |
| NOR501-100230 | 24 Jun 2026 | Service Request · excluded | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| NOR501-100229 | 13 Jun 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P2 | Resolved | 2.16 hr | 1.1 days | Met |
| NOR501-100228 | 10 Jun 2026 | Incident · excluded | Backup capacity review Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| NOR501-100227 | 09 Jun 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | 1.07 hr | 2.3 days | Met |
| NOR501-100226 | 05 Jun 2026 | Incident · excluded | Printer offline Printing · TAG · Remote | P3 | Resolved | — | — | n/a |
| NOR501-100225 | 04 Jun 2026 | Service Request | Backup capacity review Backup · ML · Remote | P3 | Closed | 5.65 hr | 1.1 days | Met |
| NOR501-100224 | 28 May 2026 | Change · excluded | Backup capacity review Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| NOR501-100223 | 27 May 2026 | Incident · excluded | Screen flickering Hardware · AB · Head Office | P4 | Resolved | — | — | n/a |
| NOR501-100222 | 25 May 2026 | Planned Install · excluded | Replacement keyboard Hardware · AB · Head Office | P4 | Resolved | — | — | n/a |
| NOR501-100221 | 22 May 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| NOR501-100220 | 20 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Resolved | 4.67 hr | 0.9 hr | Met |
| NOR501-100219 | 19 May 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Resolved | 9.93 hr | 10.6 hr | Missed |
| NOR501-100218 | 18 May 2026 | Quote · excluded | Switch port fault Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| NOR501-100217 | 14 May 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P4 | Resolved | 0.43 hr | 2.1 days | Met |
| NOR501-100216 | 13 May 2026 | Incident | Database timeout Line of business app · SE · Branch | P4 | Closed | 5.07 hr | 20.1 hr | Met |
| NOR501-100215 | 11 May 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| NOR501-100214 | 07 May 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Resolved | 1.31 hr | 1.6 days | Met |
| NOR501-100213 | 06 May 2026 | Planned Install · excluded | Retention change Backup · BK · Head Office | P3 | Resolved | — | — | n/a |
| NOR501-100212 | 04 May 2026 | Incident | Database timeout Line of business app · TAG · Branch | P4 | Closed | 0.90 hr | 1.8 days | Met |
| NOR501-100211 | 30 Apr 2026 | Project · excluded | Message quarantined Email · BK · Head Office | P2 | Closed | — | — | n/a |
| NOR501-100210 | 29 Apr 2026 | Quote · excluded | Printer offline Printing · KB · Head Office | P2 | Resolved | — | — | n/a |
| NOR501-100209 | 27 Apr 2026 | Service Request | Handset registration Telephony · BK · Branch | P4 | Closed | 0.80 hr | 1.4 days | Met |
| NOR501-100208 | 26 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P3 | Closed | 0.05 hr | 2.3 days | Met |
| NOR501-100207 | 20 Apr 2026 | Incident · excluded | Voicemail not delivering Telephony · TAG · Branch | P3 | Closed | — | — | n/a |
| NOR501-100206 | 16 Apr 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Resolved | 1.17 hr | 1.9 days | Met |
| NOR501-100205 | 14 Apr 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 0.10 hr | 6.6 hr | Met |
| NOR501-100204 | 10 Apr 2026 | Project · excluded | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| NOR501-100203 | 09 Apr 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Branch | P1 | Closed | 2.65 hr | 3.5 hr | Met |
| NOR501-100202 | 07 Apr 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Closed | 0.54 hr | 2.0 days | Met |
| NOR501-100201 | 03 Apr 2026 | Service Request | Licence renewal Line of business app · KB · Head Office | P4 | Resolved | 1.14 hr | 10.2 hr | Met |
| NOR501-100200 | 02 Apr 2026 | Service Request · excluded | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | — | — | n/a |
| NOR501-100199 | 31 Mar 2026 | Incident | New starter setup User admin · BK · Head Office | P2 | Resolved | 0.22 hr | 1.1 days | Met |
| NOR501-100198 | 26 Mar 2026 | Quote · excluded | Licence renewal Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| NOR501-100197 | 23 Mar 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P3 | Closed | 2.42 hr | 2.7 hr | Met |
| NOR501-100196 | 20 Mar 2026 | Incident | New extension setup Telephony · ML · Head Office | P3 | Resolved | 5.05 hr | 13.1 hr | Met |
| NOR501-100195 | 17 Mar 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Resolved | 5.10 hr | 16.0 hr | Met |
| NOR501-100194 | 16 Mar 2026 | Incident | Switch port fault Network · TAG · Branch | P2 | Resolved | 1.29 hr | 1.4 days | Met |
| NOR501-100193 | 12 Mar 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Resolved | 6.31 hr | 7.0 hr | Met |
| NOR501-100192 | 11 Mar 2026 | Incident | Toner replacement Printing · BK · Remote | P2 | Closed | 0.29 hr | 19.8 hr | Met |
| NOR501-100191 | 09 Mar 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 1.25 hr | 13.6 hr | Met |
| NOR501-100190 | 05 Mar 2026 | Service Request | Voicemail not delivering Telephony · BK · Site 2 | P3 | Closed | 4.83 hr | 8.2 hr | Met |
| NOR501-100189 | 04 Mar 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Head Office | P2 | Closed | — | — | n/a |
| NOR501-100188 | 02 Mar 2026 | Quote · excluded | Backup capacity review Backup · TAG · Remote | P3 | Resolved | — | — | n/a |
| NOR501-100187 | 20 Feb 2026 | Service Request | New extension setup Telephony · BK · Remote | P4 | Resolved | 1.32 hr | 6.4 hr | Met |
| NOR501-100186 | 19 Feb 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 1.36 hr | 2.2 days | Met |
| NOR501-100185 | 18 Feb 2026 | Planned Install · excluded | New starter setup User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| NOR501-100184 | 12 Feb 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 5.18 hr | 1.1 days | Met |
| NOR501-100183 | 11 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 0.87 hr | 12.8 hr | Met |
| NOR501-100182 | 06 Feb 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 1.41 hr | 18.7 hr | Met |
| NOR501-100181 | 04 Feb 2026 | Incident | Backup capacity review Backup · AB · Branch | P2 | Closed | 0.22 hr | 15.2 hr | Met |
| NOR501-100180 | 29 Jan 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Resolved | 0.21 hr | 2.3 days | Met |
| NOR501-100179 | 28 Jan 2026 | Project · excluded | Scan to email failing Printing · SE · Head Office | P4 | Closed | — | — | n/a |
| NOR501-100178 | 26 Jan 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Resolved | — | — | n/a |
| NOR501-100177 | 23 Jan 2026 | Service Request | Message quarantined Email · BK · Head Office | P2 | Closed | 0.46 hr | 17.0 hr | Met |
| NOR501-100176 | 22 Jan 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Resolved | 7.23 hr | 2.1 days | Met |
| NOR501-100175 | 21 Jan 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Closed | 0.10 hr | 2.1 days | Met |
| NOR501-100174 | 20 Jan 2026 | Service Request | Name change request User admin · SE · Head Office | P3 | Closed | 0.70 hr | 1.4 days | Met |
| NOR501-100173 | 19 Jan 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Resolved | 0.36 hr | 4.8 hr | Met |
| NOR501-100172 | 12 Jan 2026 | Incident | Slow VPN Network · BK · Branch | P3 | Closed | 6.49 hr | 2.4 days | Met |
| NOR501-100171 | 09 Jan 2026 | Incident | Phishing report triage Security · AB · Remote | P2 | Closed | 0.41 hr | 1.1 days | Met |
| NOR501-100170 | 06 Jan 2026 | Service Request | Site offline Network · BK · Head Office | P4 | Resolved | 3.89 hr | 1.4 days | Met |
| NOR501-100169 | 05 Jan 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P4 | Resolved | 0.51 hr | 3.2 hr | Met |
| NOR501-100168 | 01 Jan 2026 | Project · excluded | Printer offline Printing · SE · Remote | P3 | Closed | — | — | 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.