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 13 calls billed time and materials. They stay visible for volume context.
Service performance
70 eligible records in this yearAverage first response
4.0 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
85.3%
10 call(s) over the 8-hour target
First-time fix
70.0%
Where the source records the field
Volume
Contract calls
70
95 calls logged in the period
Off contract
13
£3,295.5 chargeable
Open / closed
1 / 94
Across the selected period
Data-quality gaps
2
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
70
records
- Hardware11
- Backup10
- Security9
- Network9
- Line of business app7
- Printing6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 70 | 3.98 hr | 85.3% | 10 | 25 |
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 | 12 | 2.45 hr | 91% | 1 |
| Stacey Thomas | 8 | 4.79 hr | 88% | 1 |
| Anne-Marie Cable | 8 | 2.98 hr | 88% | 1 |
| Barry Ebbs | 7 | 5.48 hr | 83% | 1 |
| (Not recorded) | 7 | 7.29 hr | 57% | 3 |
| Rachael Parkin | 6 | 2.83 hr | 83% | 1 |
| Daniel Blacker | 4 | 12.70 hr | 75% | 1 |
| Kelly Gregory | 4 | 4.10 hr | 75% | 1 |
| Julie Herbert | 3 | 0.49 hr | 100% | 0 |
| Chloe Dempsey | 3 | 0.47 hr | 100% | 0 |
| Damian Armstrong | 3 | 1.65 hr | 100% | 0 |
| Aiden Higgins | 3 | 1.63 hr | 100% | 0 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308734 | Daniel Blacker | Samsung Galaxy S23 | 2026-07-30 09:08 | 47.27 hr | +39.3 | ML | Application crash on launch |
| 308673 | Stacey Thomas | Samsung Galaxy S23 | 2026-03-12 14:04 | 28.87 hr | +20.9 | KB | Spoofed email reported |
| 308689 | Anne-Marie Cable | HP t640 | 2026-04-09 14:09 | 19.88 hr | +11.9 | KB | Scan to email failing |
| 308691 | (Not recorded) | Dell Latitude 5440 | 2026-04-16 17:49 | 18.64 hr | +10.6 | SE | Restore request |
| 308656 | Barry Ebbs | Ubiquiti UAP-AC-PRO | 2026-01-29 09:33 | 17.09 hr | +9.1 | BK | Docking station not detected |
| 308700 | Karen Taylor | HP ProBook 450 G6 | 2026-05-18 12:32 | 13.23 hr | +5.2 | SE | Spoofed email reported |
| 308678 | Rachael Parkin | Dell Latitude 5440 | 2026-03-24 10:41 | 11.28 hr | +3.3 | AB | Outlook not syncing |
| 308703 | (Not recorded) | Dell Wyse 5070 | 2026-05-21 11:49 | 10.89 hr | +2.9 | ML | Toner replacement |
| 308681 | Kelly Gregory | HP ProBook 450 G6 | 2026-03-30 09:46 | 10.42 hr | +2.4 | ML | Phishing report triage |
| 308692 | (Not recorded) | Samsung Galaxy S23 | 2026-04-17 09:43 | 10.17 hr | +2.2 | ML | Toner replacement |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Backup / restore | 3 | 08 Jan 2026 – 19 May 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 15 Jan 2026 – 30 Jun 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 09 Feb 2026 – 18 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 7010 | Monitoring / server / security | 3 | 27 Jan 2026 – 05 Aug 2026 |
| Dell Latitude 5440 | Telephony | 3 | 04 Feb 2026 – 20 Apr 2026 |
| Dell Latitude 7420 | Hardware | 3 | 15 Mar 2026 – 13 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
95 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| NUN807-100293 | 23 Aug 2026 | Incident | Docking station not detected Hardware · BK · Remote | P2 | Closed | 0.85 hr | 19.7 hr | Met |
| NUN807-100292 | 14 Aug 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Resolved | 1.48 hr | 1.6 days | Met |
| NUN807-100291 | 12 Aug 2026 | Incident · excluded | Handset registration Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| NUN807-100290 | 07 Aug 2026 | Project · excluded | Backup job failed Backup · BK · Remote | P4 | Resolved | — | — | n/a |
| NUN807-100289 | 05 Aug 2026 | Change | MFA reset Security · ML · Head Office | P2 | Closed | 0.57 hr | 7.2 hr | Met |
| NUN807-100288 | 31 Jul 2026 | Quote · excluded | New starter setup User admin · BK · Branch | P3 | In Progress | — | — | n/a |
| NUN807-100287 | 30 Jul 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 47.27 hr | 13.2 hr | Missed |
| NUN807-100286 | 29 Jul 2026 | Incident · excluded | Screen flickering Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| NUN807-100285 | 27 Jul 2026 | Incident | New printer driver rollout Printing · TAG · Site 2 | P4 | Closed | 0.32 hr | 16.0 hr | Met |
| NUN807-100284 | 26 Jul 2026 | Quote · excluded | Distribution list change Email · TAG · Branch | P2 | Closed | — | — | n/a |
| NUN807-100283 | 20 Jul 2026 | Service Request | Screen flickering Hardware · AB · Remote | P2 | Resolved | 5.00 hr | 13.5 hr | Met |
| NUN807-100282 | 17 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · KB · Remote | P3 | Closed | — | — | n/a |
| NUN807-100281 | 15 Jul 2026 | Service Request · excluded | Phishing report triage Security · SE · Branch | P3 | Resolved | — | — | n/a |
| NUN807-100280 | 14 Jul 2026 | Incident | Call quality issue Telephony · TAG · Remote | P3 | Closed | 0.33 hr | 1.5 days | Met |
| NUN807-100279 | 13 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P4 | Resolved | 0.76 hr | 3.1 hr | Met |
| NUN807-100278 | 10 Jul 2026 | Incident | Screen flickering Hardware · SE · Head Office | P4 | Closed | 0.70 hr | 21.4 hr | Met |
| NUN807-100277 | 08 Jul 2026 | Service Request · excluded | Backup job failed Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| NUN807-100276 | 07 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 0.87 hr | 1.2 days | Met |
| NUN807-100275 | 06 Jul 2026 | Service Request | Replacement keyboard Hardware · ML · Branch | P3 | Closed | 0.96 hr | 1.1 hr | Met |
| NUN807-100274 | 04 Jul 2026 | Incident | New starter setup User admin · AB · Site 2 | P2 | Closed | 5.29 hr | 11.7 hr | Met |
| NUN807-100273 | 03 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Resolved | 0.83 hr | 2.0 days | Met |
| NUN807-100272 | 02 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P1 | Closed | — | — | n/a |
| NUN807-100271 | 30 Jun 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Resolved | 0.83 hr | 10.7 hr | Met |
| NUN807-100270 | 25 Jun 2026 | Incident · excluded | Screen flickering Hardware · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| NUN807-100269 | 24 Jun 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P2 | Resolved | 5.41 hr | 2.8 hr | Met |
| NUN807-100268 | 19 Jun 2026 | Change | New extension setup Telephony · SE · Head Office | P3 | Closed | 0.10 hr | 14.5 hr | Met |
| NUN807-100267 | 18 Jun 2026 | Incident | Slow VPN Network · SE · Branch | P3 | Closed | 0.08 hr | 1.7 days | Met |
| NUN807-100266 | 17 Jun 2026 | Quote · excluded | New printer driver rollout Printing · ML · Head Office | P1 | Resolved | — | — | n/a |
| NUN807-100265 | 16 Jun 2026 | Service Request · excluded | Endpoint alert investigation Security · BK · Branch | P3 | Closed | — | — | n/a |
| NUN807-100264 | 12 Jun 2026 | Service Request | Switch port fault Network · SE · Remote | P3 | Resolved | 0.69 hr | 13.2 hr | Met |
| NUN807-100263 | 09 Jun 2026 | Incident | Backup job failed Backup · TAG · Site 2 | P2 | Resolved | 1.22 hr | 1.2 days | Met |
| NUN807-100262 | 05 Jun 2026 | Quote · excluded | Toner replacement Printing · BK · Head Office | P1 | Closed | — | — | n/a |
| NUN807-100261 | 04 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Resolved | 3.91 hr | 20.9 hr | Met |
| NUN807-100260 | 01 Jun 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | 2.47 hr | 2.0 days | Met |
| NUN807-100259 | 29 May 2026 | Incident | New starter setup User admin · KB · Head Office | P2 | Closed | 0.64 hr | 22.4 hr | Met |
| NUN807-100258 | 28 May 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Closed | — | — | n/a |
| NUN807-100257 | 26 May 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 0.54 hr | 2.4 days | Met |
| NUN807-100256 | 21 May 2026 | Service Request | Toner replacement Printing · ML · Head Office | P3 | Closed | 10.89 hr | 5.2 hr | Missed |
| NUN807-100255 | 20 May 2026 | Incident | Screen flickering Hardware · BK · Branch | P1 | Resolved | 1.15 hr | 13.9 hr | Met |
| NUN807-100254 | 19 May 2026 | Incident | Retention change Backup · ML · Head Office | P4 | Resolved | 3.11 hr | 1.2 days | Met |
| NUN807-100253 | 18 May 2026 | Incident | Spoofed email reported Email · SE · Branch | P4 | Resolved | 13.23 hr | 14.3 hr | Missed |
| NUN807-100252 | 13 May 2026 | Service Request | Endpoint alert investigation Security · AB · Branch | P2 | Closed | 0.98 hr | 16.5 hr | Met |
| NUN807-100251 | 11 May 2026 | Quote · excluded | Screen flickering Hardware · BK · Branch | P1 | Resolved | — | — | n/a |
| NUN807-100250 | 06 May 2026 | Incident | Screen flickering Hardware · BK · Branch | P3 | Closed | 1.18 hr | 2.2 days | Met |
| NUN807-100249 | 04 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P4 | Closed | 1.36 hr | 22.5 hr | Met |
| NUN807-100248 | 27 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Resolved | 0.28 hr | 1.1 days | Met |
| NUN807-100247 | 22 Apr 2026 | Quote · excluded | Switch port fault Network · BK · Head Office | P4 | Closed | — | — | n/a |
| NUN807-100246 | 20 Apr 2026 | Service Request | Handset registration Telephony · SE · Head Office | P4 | Closed | 0.40 hr | 2.4 days | Met |
| NUN807-100245 | 17 Apr 2026 | Change | Toner replacement Printing · ML · Head Office | P1 | Closed | 10.17 hr | 6.9 hr | Missed |
| NUN807-100244 | 16 Apr 2026 | Service Request | Restore request Backup · SE · Branch | P3 | Resolved | 18.64 hr | 1.4 days | Missed |
| NUN807-100243 | 13 Apr 2026 | Incident | Replacement keyboard Hardware · SE · Branch | P2 | Resolved | 0.35 hr | 1.9 days | Met |
| NUN807-100242 | 09 Apr 2026 | Incident | Scan to email failing Printing · KB · Branch | P3 | Closed | 19.88 hr | 1.3 days | Missed |
| NUN807-100241 | 08 Apr 2026 | Service Request | Restore request Backup · KB · Site 2 | P4 | Closed | 0.05 hr | 14.2 hr | Met |
| NUN807-100240 | 07 Apr 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Closed | 1.27 hr | 1.5 days | Met |
| NUN807-100239 | 06 Apr 2026 | Incident | Call quality issue Telephony · AB · Head Office | P3 | Closed | 1.21 hr | 1.2 days | Met |
| NUN807-100238 | 03 Apr 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| NUN807-100237 | 02 Apr 2026 | Service Request · excluded | Replacement keyboard Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| NUN807-100236 | 01 Apr 2026 | Incident | MFA reset Security · TAG · Remote | P3 | Closed | 4.67 hr | 4.8 hr | Met |
| NUN807-100235 | 31 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Site 2 | P4 | Closed | 0.31 hr | 9.4 hr | Met |
| NUN807-100234 | 30 Mar 2026 | Service Request | Phishing report triage Security · ML · Remote | P3 | Closed | 10.42 hr | 13.7 hr | Missed |
| NUN807-100233 | 26 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Closed | — | — | n/a |
| NUN807-100232 | 25 Mar 2026 | Incident | Spoofed email reported Email · ML · Head Office | P4 | Resolved | 3.49 hr | 1.7 days | Met |
| NUN807-100231 | 24 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Resolved | 11.28 hr | 23.0 hr | Missed |
| NUN807-100230 | 23 Mar 2026 | Incident | Licence renewal Line of business app · KB · Branch | P3 | Closed | 0.37 hr | 2.2 days | Met |
| NUN807-100229 | 19 Mar 2026 | Change | Restore request Backup · TAG · Head Office | P3 | Resolved | 1.11 hr | 2.1 days | Met |
| NUN807-100228 | 16 Mar 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Closed | 0.68 hr | 1.6 days | Met |
| NUN807-100227 | 15 Mar 2026 | Incident | Replacement keyboard Hardware · AB · Site 2 | P3 | Resolved | 1.40 hr | 15.7 hr | Met |
| NUN807-100226 | 12 Mar 2026 | Incident | Spoofed email reported Email · KB · Head Office | P3 | Closed | 28.87 hr | 2.3 days | Missed |
| NUN807-100225 | 10 Mar 2026 | Incident · excluded | Phishing report triage Security · AB · Site 2 | P3 | Closed | — | — | n/a |
| NUN807-100224 | 09 Mar 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 0.08 hr | 14.2 hr | Met |
| NUN807-100223 | 04 Mar 2026 | Service Request | Phishing report triage Security · AB · Branch | P3 | Closed | 1.23 hr | 19.4 hr | Met |
| NUN807-100222 | 03 Mar 2026 | Incident | Site offline Network · KB · Head Office | P4 | Resolved | 0.28 hr | 1.3 days | Met |
| NUN807-100221 | 27 Feb 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Resolved | 3.00 hr | 0.3 hr | Met |
| NUN807-100220 | 24 Feb 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P2 | Closed | 0.42 hr | 12.3 hr | Met |
| NUN807-100219 | 20 Feb 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Closed | 0.57 hr | 1.4 days | Met |
| NUN807-100218 | 19 Feb 2026 | Change | MFA reset Security · AB · Remote | P4 | Resolved | 0.74 hr | 1.1 days | Met |
| NUN807-100217 | 17 Feb 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 2.57 hr | 2.0 days | Met |
| NUN807-100216 | 13 Feb 2026 | Incident | Backup job failed Backup · TAG · Branch | P3 | Closed | 1.27 hr | 12.0 hr | Met |
| NUN807-100215 | 11 Feb 2026 | Incident · excluded | Permission change User admin · AB · Site 2 | P3 | Closed | — | — | n/a |
| NUN807-100214 | 09 Feb 2026 | Incident | Mailbox delegation Email · BK · Remote | P2 | Closed | 0.18 hr | 2.0 days | Met |
| NUN807-100213 | 08 Feb 2026 | Quote · excluded | Distribution list change Email · SE · Remote | P3 | Closed | — | — | n/a |
| NUN807-100212 | 06 Feb 2026 | Change · excluded | Database timeout Line of business app · AB · Remote | P4 | Resolved | — | — | n/a |
| NUN807-100211 | 04 Feb 2026 | Incident | New extension setup Telephony · KB · Head Office | P1 | Closed | 0.57 hr | 12.0 hr | Met |
| NUN807-100210 | 30 Jan 2026 | Incident · excluded | Backup capacity review Backup · BK · Remote | P3 | Closed | — | — | n/a |
| NUN807-100209 | 29 Jan 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 17.09 hr | 20.8 hr | Missed |
| NUN807-100208 | 28 Jan 2026 | Quote · excluded | Restore request Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| NUN807-100207 | 27 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Closed | 0.10 hr | 17.8 hr | Met |
| NUN807-100206 | 22 Jan 2026 | Quote · excluded | Application crash on launch Line of business app · TAG · Branch | P3 | Closed | — | — | n/a |
| NUN807-100205 | 21 Jan 2026 | Change | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 6.45 hr | 1.8 days | Met |
| NUN807-100204 | 19 Jan 2026 | Change | Printer offline Printing · TAG · Head Office | P4 | Resolved | 5.05 hr | 1.6 days | Met |
| NUN807-100203 | 15 Jan 2026 | Change | Endpoint alert investigation Security · TAG · Branch | P3 | Resolved | 1.42 hr | 1.6 days | Met |
| NUN807-100202 | 13 Jan 2026 | Incident | Retention change Backup · BK · Head Office | P2 | Closed | 1.02 hr | 1.7 days | Met |
| NUN807-100201 | 09 Jan 2026 | Incident | Backup job failed Backup · TAG · Site 2 | P4 | Resolved | 0.17 hr | 15.0 hr | Met |
| NUN807-100200 | 08 Jan 2026 | Service Request | Backup capacity review Backup · TAG · Remote | P4 | Closed | 0.86 hr | 1.0 hr | Met |
| NUN807-100199 | 02 Jan 2026 | Quote · excluded | Leaver process User admin · AB · Head Office | P2 | 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.