SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 53 records in this selection sit outside that — quotes, projects and planned installs, plus 21 calls billed time and materials. They stay visible for volume context.
Service performance
114 eligible records in this yearAverage first response
7.4 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
84.8%
17 call(s) over the 8-hour target
First-time fix
64.9%
Where the source records the field
Volume
Contract calls
114
167 calls logged in the period
Off contract
21
£7,286.25 chargeable
Open / closed
5 / 162
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
114
records
- Telephony17
- Hardware14
- Email13
- Network12
- User admin11
- Printing11
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 114 | 7.36 hr | 84.8% | 17 | 53 |
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 | 21 | 17.70 hr | 70% | 6 |
| Stacey Thomas | 16 | 3.02 hr | 81% | 3 |
| Karen Taylor | 15 | 1.24 hr | 100% | 0 |
| (Not recorded) | 11 | 1.34 hr | 100% | 0 |
| Anne-Marie Cable | 9 | 1.69 hr | 100% | 0 |
| Barry Ebbs | 9 | 14.01 hr | 67% | 3 |
| Chloe Dempsey | 7 | 3.23 hr | 100% | 0 |
| Rachael Parkin | 6 | 7.23 hr | 83% | 1 |
| Damian Armstrong | 6 | 18.07 hr | 83% | 1 |
| Daniel Blacker | 5 | 5.44 hr | 60% | 2 |
| Julie Herbert | 4 | 10.38 hr | 75% | 1 |
| Phil Jenkins | 3 | 0.81 hr | 100% | 0 |
17 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 127.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301842 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-06-01 15:54 | 135.39 hr | +127.4 | TAG | Name change request |
| 301820 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-05-03 09:25 | 110.96 hr | +103.0 | ML | Toner replacement |
| 301789 | Damian Armstrong | WatchGuard T35 | 2026-03-17 16:32 | 102.26 hr | +94.3 | AB | Toner replacement |
| 301762 | Barry Ebbs | Dell Wyse 5070 | 2026-02-09 15:39 | 69.87 hr | +61.9 | AB | OneDrive sync conflict |
| 301807 | Kelly Gregory | WatchGuard T85-W | 2026-04-14 14:36 | 42.32 hr | +34.3 | SE | Backup capacity review |
| 301814 | Rachael Parkin | Apple iPhone 14 | 2026-04-23 11:25 | 37.02 hr | +29.0 | KB | SharePoint permission request |
| 301841 | Julie Herbert | Apple MacBook Air M2 | 2026-05-29 17:56 | 34.83 hr | +26.8 | TAG | Handset registration |
| 301741 | Kelly Gregory | Apple MacBook Air M2 | 2026-01-10 08:08 | 29.34 hr | +21.3 | ML | Mailbox delegation |
| 301802 | Barry Ebbs | Apple MacBook Pro 14 | 2026-04-06 12:49 | 23.25 hr | +15.3 | AB | Docking station not detected |
| 301813 | Barry Ebbs | Apple MacBook Air M2 | 2026-04-22 12:51 | 17.06 hr | +9.1 | ML | Scan to email failing |
| 301833 | Kelly Gregory | HP ProDesk 400 G7 | 2026-05-22 16:45 | 9.97 hr | +2.0 | BK | Laptop will not boot |
| 301768 | Daniel Blacker | Dell Latitude E7470 | 2026-02-16 16:37 | 9.76 hr | +1.8 | TAG | Distribution list change |
| 301868 | Stacey Thomas | Dell Latitude E7470 | 2026-07-07 16:26 | 9.54 hr | +1.5 | TAG | Distribution list change |
| 301778 | Stacey Thomas | Dell Latitude E7470 | 2026-03-03 13:53 | 9.39 hr | +1.4 | SE | New extension setup |
| 301858 | Stacey Thomas | Apple iPhone 12 | 2026-06-22 08:32 | 8.60 hr | +0.6 | KB | Call quality issue |
| 301839 | Kelly Gregory | Dell OptiPlex 7010 | 2026-05-28 12:49 | 8.17 hr | +0.2 | SE | Toner replacement |
| 301891 | Daniel Blacker | Dell Wyse 5070 | 2026-08-07 10:36 | 8.17 hr | +0.2 | TAG | Switch port fault |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 6 | 04 Feb 2026 – 07 Aug 2026 |
| (Not recorded) | Telephony | 4 | 08 Jan 2026 – 29 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 4 | 10 Jan 2026 – 24 May 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 15 Jan 2026 – 12 Aug 2026 |
| Karen Taylor | Hardware | 4 | 26 Jan 2026 – 30 Apr 2026 |
| Stacey Thomas | Telephony | 4 | 03 Feb 2026 – 22 Jun 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 06 Feb 2026 – 29 Jul 2026 |
| Rachael Parkin | Monitoring / server / security | 3 | 02 Jan 2026 – 27 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Email / Microsoft 365 | 6 | 02 Feb 2026 – 10 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 5 | 05 Feb 2026 – 19 Aug 2026 |
| HP EliteBook 840 G9 | Telephony | 4 | 13 Feb 2026 – 11 Aug 2026 |
| Apple MacBook Air M2 | User administration | 4 | 29 Apr 2026 – 23 Jul 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 3 | 10 Jan 2026 – 29 Jul 2026 |
| Apple MacBook Air M2 | Line of business app | 3 | 14 Jan 2026 – 24 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 3 | 21 Jan 2026 – 08 Jun 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 10 Feb 2026 – 05 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
167 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| NUN873-100489 | 25 Aug 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Open | — | — | n/a |
| NUN873-100488 | 24 Aug 2026 | Incident | Report not generating Line of business app · TAG · Remote | P4 | Closed | 0.27 hr | 2.1 days | Met |
| NUN873-100487 | 21 Aug 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Resolved | 1.05 hr | 2.3 days | Met |
| NUN873-100486 | 20 Aug 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 0.75 hr | 12.9 hr | Met |
| NUN873-100485 | 19 Aug 2026 | Change | Site offline Network · ML · Branch | P3 | Resolved | 1.16 hr | 12.9 hr | Met |
| NUN873-100484 | 17 Aug 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Resolved | — | — | n/a |
| NUN873-100483 | 13 Aug 2026 | Incident · excluded | Spoofed email reported Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| NUN873-100482 | 12 Aug 2026 | Incident | Site offline Network · KB · Head Office | P3 | Resolved | 4.10 hr | 1.2 days | Met |
| NUN873-100481 | 11 Aug 2026 | Incident | Handset registration Telephony · SE · Site 2 | P4 | Closed | 5.62 hr | 16.7 hr | Met |
| NUN873-100480 | 11 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Branch | P3 | Closed | 0.09 hr | 2.1 days | Met |
| NUN873-100479 | 10 Aug 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Closed | 2.60 hr | 1.8 days | Met |
| NUN873-100478 | 07 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P4 | Resolved | 8.17 hr | 22.6 hr | Missed |
| NUN873-100477 | 07 Aug 2026 | Incident | Phishing report triage Security · BK · Site 2 | P3 | Resolved | 0.54 hr | 2.3 days | Met |
| NUN873-100476 | 05 Aug 2026 | Planned Install · excluded | Call quality issue Telephony · TAG · Head Office | P3 | In Progress | — | — | n/a |
| NUN873-100475 | 04 Aug 2026 | Service Request | Leaver process User admin · BK · Remote | P3 | Closed | 1.51 hr | 1.1 days | Met |
| NUN873-100474 | 30 Jul 2026 | Service Request | Permission change User admin · BK · Head Office | P4 | Resolved | 0.13 hr | 23.7 hr | Met |
| NUN873-100473 | 29 Jul 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P4 | Closed | 3.47 hr | 1.1 days | Met |
| NUN873-100472 | 29 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Resolved | 3.40 hr | 2.1 days | Met |
| NUN873-100471 | 28 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Branch | P2 | Resolved | 4.47 hr | 0.7 hr | Met |
| NUN873-100470 | 27 Jul 2026 | Service Request | Switch port fault Network · BK · Head Office | P4 | Closed | 0.11 hr | 13.8 hr | Met |
| NUN873-100469 | 27 Jul 2026 | Incident | Endpoint alert investigation Security · AB · Branch | P3 | Closed | 1.45 hr | 1.2 hr | Met |
| NUN873-100468 | 24 Jul 2026 | Project · excluded | Phishing report triage Security · KB · Branch | P3 | Open | — | — | n/a |
| NUN873-100467 | 23 Jul 2026 | Incident | New starter setup User admin · AB · Remote | P4 | Closed | 5.53 hr | 1.5 days | Met |
| NUN873-100466 | 21 Jul 2026 | Project · excluded | Slow VPN Network · SE · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100465 | 20 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P4 | Open | — | — | n/a |
| NUN873-100464 | 17 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Site 2 | P4 | Closed | 0.21 hr | 2.3 days | Met |
| NUN873-100463 | 16 Jul 2026 | Incident · excluded | Licence renewal Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100462 | 15 Jul 2026 | Change | Restore request Backup · AB · Head Office | P4 | Resolved | 0.35 hr | 16.5 hr | Met |
| NUN873-100461 | 14 Jul 2026 | Planned Install · excluded | Replacement keyboard Hardware · AB · Branch | P3 | In Progress | — | — | n/a |
| NUN873-100460 | 14 Jul 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Closed | 4.49 hr | 1.9 days | Met |
| NUN873-100459 | 13 Jul 2026 | Service Request | Name change request User admin · TAG · Head Office | P3 | Closed | 0.20 hr | 14.9 hr | Met |
| NUN873-100458 | 10 Jul 2026 | Incident | Call quality issue Telephony · AB · Head Office | P1 | Closed | — | — | n/a |
| NUN873-100457 | 09 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 1.42 hr | 2.1 days | Met |
| NUN873-100456 | 08 Jul 2026 | Quote · excluded | Licence renewal Line of business app · KB · Head Office | P4 | Resolved | — | — | n/a |
| NUN873-100455 | 07 Jul 2026 | Service Request | Distribution list change Email · TAG · Head Office | P3 | Resolved | 9.54 hr | 1.1 days | Missed |
| NUN873-100454 | 02 Jul 2026 | Incident · excluded | Scan to email failing Printing · SE · Remote | P2 | Closed | — | — | n/a |
| NUN873-100453 | 30 Jun 2026 | Incident | Endpoint alert investigation Security · TAG · Site 2 | P3 | Closed | 0.18 hr | 18.2 hr | Met |
| NUN873-100452 | 30 Jun 2026 | Service Request | Call quality issue Telephony · TAG · Site 2 | P3 | Closed | 0.39 hr | 1.3 days | Met |
| NUN873-100451 | 29 Jun 2026 | Incident | New extension setup Telephony · SE · Head Office | P3 | Resolved | 1.25 hr | 2.5 days | Met |
| NUN873-100450 | 29 Jun 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 0.76 hr | 18.4 hr | Met |
| NUN873-100449 | 26 Jun 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 0.75 hr | 8.3 hr | Met |
| NUN873-100448 | 25 Jun 2026 | Incident | Retention change Backup · AB · Remote | P2 | Closed | 0.70 hr | 1.7 days | Met |
| NUN873-100447 | 24 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Remote | P3 | Resolved | — | — | n/a |
| NUN873-100446 | 23 Jun 2026 | Incident | Phishing report triage Security · BK · Head Office | P1 | Closed | 6.24 hr | 14.9 hr | Met |
| NUN873-100445 | 22 Jun 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 8.60 hr | 2.1 days | Missed |
| NUN873-100444 | 19 Jun 2026 | Service Request · excluded | Call quality issue Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100443 | 19 Jun 2026 | Incident | Suspicious sign-in review Security · AB · Site 2 | P3 | Closed | 3.15 hr | 2.0 days | Met |
| NUN873-100442 | 18 Jun 2026 | Incident | Site offline Network · BK · Branch | P4 | Resolved | 1.07 hr | 2.2 days | Met |
| NUN873-100441 | 17 Jun 2026 | Service Request | Distribution list change Email · SE · Head Office | P4 | Resolved | 3.34 hr | 23.8 hr | Met |
| NUN873-100440 | 16 Jun 2026 | Incident | Retention change Backup · AB · Branch | P3 | Closed | 1.01 hr | 20.5 hr | Met |
| NUN873-100439 | 15 Jun 2026 | Service Request | Docking station not detected Hardware · KB · Remote | P1 | Closed | 0.62 hr | 6.6 hr | Met |
| NUN873-100438 | 12 Jun 2026 | Quote · excluded | Site offline Network · TAG · Remote | P1 | Closed | — | — | n/a |
| NUN873-100437 | 11 Jun 2026 | Quote · excluded | Docking station not detected Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100436 | 10 Jun 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100435 | 09 Jun 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100434 | 08 Jun 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 1.79 hr | 7.0 hr | Met |
| NUN873-100433 | 05 Jun 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Closed | 0.72 hr | 1.1 days | Met |
| NUN873-100432 | 04 Jun 2026 | Service Request | Retention change Backup · ML · Remote | P4 | Resolved | 0.85 hr | 21.0 hr | Met |
| NUN873-100431 | 03 Jun 2026 | Quote · excluded | Switch port fault Network · BK · Head Office | P4 | Closed | — | — | n/a |
| NUN873-100430 | 02 Jun 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Closed | 3.42 hr | 1.1 days | Met |
| NUN873-100429 | 01 Jun 2026 | Service Request | Name change request User admin · TAG · Remote | P4 | Resolved | 135.39 hr | 1.1 days | Missed |
| NUN873-100428 | 29 May 2026 | Incident | Handset registration Telephony · TAG · Branch | P2 | Resolved | 34.83 hr | 1.3 days | Missed |
| NUN873-100427 | 28 May 2026 | Service Request | Leaver process User admin · SE · Head Office | P2 | Closed | 5.68 hr | 20.8 hr | Met |
| NUN873-100426 | 28 May 2026 | Service Request | Toner replacement Printing · SE · Head Office | P4 | Resolved | 8.17 hr | 1.8 days | Missed |
| NUN873-100425 | 27 May 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 0.46 hr | 2.1 days | Met |
| NUN873-100424 | 26 May 2026 | Service Request | Permission change User admin · ML · Head Office | P2 | Resolved | 0.26 hr | 1.4 days | Met |
| NUN873-100423 | 25 May 2026 | Incident | Replacement keyboard Hardware · KB · Branch | P3 | Closed | 0.07 hr | 1.5 days | Met |
| NUN873-100422 | 24 May 2026 | Change | Mailbox delegation Email · AB · Head Office | P2 | Closed | 0.43 hr | 13.6 hr | Met |
| NUN873-100421 | 22 May 2026 | Service Request | Voicemail not delivering Telephony · AB · Site 2 | P3 | Closed | — | — | n/a |
| NUN873-100420 | 22 May 2026 | Incident | Laptop will not boot Hardware · BK · Remote | P3 | Closed | 9.97 hr | 1.7 days | Missed |
| NUN873-100419 | 21 May 2026 | Service Request | Slow VPN Network · KB · Remote | P2 | Resolved | 1.91 hr | 10.6 hr | Met |
| NUN873-100418 | 20 May 2026 | Planned Install · excluded | Replacement keyboard Hardware · ML · Branch | P2 | Resolved | — | — | n/a |
| NUN873-100417 | 19 May 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · TAG · Site 2 | P3 | Closed | — | — | n/a |
| NUN873-100416 | 15 May 2026 | Incident | Screen flickering Hardware · BK · Remote | P4 | Resolved | 1.80 hr | 2.3 days | Met |
| NUN873-100415 | 14 May 2026 | Incident | Scan to email failing Printing · ML · Branch | P3 | Closed | 0.86 hr | 1.5 days | Met |
| NUN873-100414 | 13 May 2026 | Incident · excluded | Laptop will not boot Hardware · ML · Remote | P4 | Closed | — | — | n/a |
| NUN873-100413 | 08 May 2026 | Incident | Screen flickering Hardware · TAG · Branch | P3 | Closed | 0.78 hr | 1.4 days | Met |
| NUN873-100412 | 08 May 2026 | Incident · excluded | Backup capacity review Backup · BK · Site 2 | P4 | Closed | — | — | n/a |
| NUN873-100411 | 07 May 2026 | Incident | Name change request User admin · KB · Head Office | P3 | Closed | 4.42 hr | 18.1 hr | Met |
| NUN873-100410 | 06 May 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P4 | Closed | 1.16 hr | 12.0 hr | Met |
| NUN873-100409 | 05 May 2026 | Service Request | Call quality issue Telephony · AB · Site 2 | P3 | Closed | 1.04 hr | 2.3 days | Met |
| NUN873-100408 | 04 May 2026 | Incident | Scan to email failing Printing · SE · Remote | P3 | Closed | 0.56 hr | 1.6 days | Met |
| NUN873-100407 | 03 May 2026 | Service Request | Toner replacement Printing · ML · Head Office | P3 | Closed | 110.96 hr | 7.5 hr | Missed |
| NUN873-100406 | 30 Apr 2026 | Change | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | 0.39 hr | 2.5 days | Met |
| NUN873-100405 | 29 Apr 2026 | Incident | Name change request User admin · SE · Branch | P4 | Closed | 1.19 hr | 2.3 days | Met |
| NUN873-100404 | 28 Apr 2026 | Planned Install · excluded | Backup job failed Backup · BK · Branch | P3 | Closed | — | — | n/a |
| NUN873-100403 | 27 Apr 2026 | Incident · excluded | Spoofed email reported Email · TAG · Remote | P4 | Resolved | — | — | n/a |
| NUN873-100402 | 24 Apr 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Closed | 5.63 hr | 1.1 hr | Met |
| NUN873-100401 | 23 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Site 2 | P3 | Closed | 37.02 hr | 13.0 hr | Missed |
| NUN873-100400 | 22 Apr 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P1 | Closed | 17.06 hr | 13.3 hr | Missed |
| NUN873-100399 | 21 Apr 2026 | Incident · excluded | Retention change Backup · SE · Branch | P2 | Closed | — | — | n/a |
| NUN873-100398 | 20 Apr 2026 | Service Request | New extension setup Telephony · ML · Site 2 | P4 | Closed | 0.72 hr | 1.1 days | Met |
| NUN873-100397 | 17 Apr 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Closed | 0.29 hr | 1.2 days | Met |
| NUN873-100396 | 16 Apr 2026 | Quote · excluded | Switch port fault Network · KB · Head Office | P4 | Closed | — | — | n/a |
| NUN873-100395 | 15 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 2.90 hr | 1.3 days | Met |
| NUN873-100394 | 14 Apr 2026 | Incident | Backup capacity review Backup · SE · Head Office | P2 | Closed | 42.32 hr | 2.1 days | Missed |
| NUN873-100393 | 14 Apr 2026 | Incident | New extension setup Telephony · SE · Head Office | P3 | Resolved | 5.28 hr | 2.1 days | Met |
| NUN873-100392 | 13 Apr 2026 | Incident · excluded | Spoofed email reported Email · ML · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100391 | 10 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Branch | P4 | Closed | 0.09 hr | 2.1 days | Met |
| NUN873-100390 | 09 Apr 2026 | Incident · excluded | Name change request User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| NUN873-100389 | 06 Apr 2026 | Change | Docking station not detected Hardware · AB · Branch | P4 | Resolved | 23.25 hr | 1.5 days | Missed |
| NUN873-100388 | 03 Apr 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P4 | Closed | 2.59 hr | 2.1 days | Met |
| NUN873-100387 | 02 Apr 2026 | Incident | Printer offline Printing · BK · Head Office | P4 | Resolved | 0.25 hr | 21.8 hr | Met |
| NUN873-100386 | 01 Apr 2026 | Service Request | Switch port fault Network · SE · Head Office | P2 | Resolved | 0.52 hr | 20.4 hr | Met |
| NUN873-100385 | 31 Mar 2026 | Incident · excluded | Distribution list change Email · ML · Head Office | P4 | Resolved | — | — | n/a |
| NUN873-100384 | 28 Mar 2026 | Incident | Message quarantined Email · ML · Remote | P3 | Closed | 4.42 hr | 2.3 days | Met |
| NUN873-100383 | 27 Mar 2026 | Quote · excluded | Restore request Backup · BK · Site 2 | P2 | Resolved | — | — | n/a |
| NUN873-100382 | 26 Mar 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | 0.33 hr | 2.5 days | Met |
| NUN873-100381 | 25 Mar 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P4 | Closed | 1.35 hr | 1.5 days | Met |
| NUN873-100380 | 24 Mar 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · SE · Branch | P3 | Resolved | — | — | n/a |
| NUN873-100379 | 23 Mar 2026 | Incident | Permission change User admin · TAG · Remote | P4 | Resolved | 1.55 hr | 2.4 days | Met |
| NUN873-100378 | 23 Mar 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 1.96 hr | 13.8 hr | Met |
| NUN873-100377 | 18 Mar 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 1.29 hr | 2.2 days | Met |
| NUN873-100376 | 17 Mar 2026 | Incident | Toner replacement Printing · AB · Remote | P3 | Resolved | 102.26 hr | 1.8 days | Missed |
| NUN873-100375 | 13 Mar 2026 | Incident | Report not generating Line of business app · ML · Site 2 | P2 | Closed | 1.43 hr | 2.3 days | Met |
| NUN873-100374 | 11 Mar 2026 | Quote · excluded | Laptop will not boot Hardware · TAG · Branch | P3 | Resolved | — | — | n/a |
| NUN873-100373 | 10 Mar 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.18 hr | 1.5 days | Met |
| NUN873-100372 | 10 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 3.60 hr | 1.8 days | Met |
| NUN873-100371 | 09 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 2.40 hr | 22.9 hr | Met |
| NUN873-100370 | 06 Mar 2026 | Quote · excluded | Message quarantined Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| NUN873-100369 | 05 Mar 2026 | Incident · excluded | MFA reset Security · AB · Site 2 | P4 | Closed | — | — | n/a |
| NUN873-100368 | 05 Mar 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 1.49 hr | 2.2 days | Met |
| NUN873-100367 | 04 Mar 2026 | Incident · excluded | Message quarantined Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| NUN873-100366 | 03 Mar 2026 | Planned Install · excluded | Restore request Backup · BK · Branch | P3 | Closed | — | — | n/a |
| NUN873-100365 | 03 Mar 2026 | Change | New extension setup Telephony · SE · Branch | P3 | Closed | 9.39 hr | 1.3 days | Missed |
| NUN873-100364 | 02 Mar 2026 | Planned Install · excluded | Leaver process User admin · KB · Site 2 | P3 | Closed | — | — | n/a |
| NUN873-100363 | 27 Feb 2026 | Project · excluded | Permission change User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100362 | 26 Feb 2026 | Incident | Distribution list change Email · ML · Head Office | P1 | Resolved | 0.21 hr | 8.7 hr | Met |
| NUN873-100361 | 25 Feb 2026 | Incident | Restore request Backup · KB · Head Office | P4 | Resolved | 0.85 hr | 2.4 days | Met |
| NUN873-100360 | 23 Feb 2026 | Incident · excluded | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | — | — | n/a |
| NUN873-100359 | 19 Feb 2026 | Incident | Site offline Network · SE · Head Office | P3 | Resolved | 5.30 hr | 1.5 days | Met |
| NUN873-100358 | 18 Feb 2026 | Service Request · excluded | Message quarantined Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100357 | 17 Feb 2026 | Incident · excluded | Restore request Backup · KB · Head Office | P4 | Resolved | — | — | n/a |
| NUN873-100356 | 16 Feb 2026 | Incident · excluded | New extension setup Telephony · TAG · Head Office | P2 | Closed | — | — | n/a |
| NUN873-100355 | 16 Feb 2026 | Service Request | Distribution list change Email · TAG · Site 2 | P2 | Closed | 9.76 hr | 3.7 hr | Missed |
| NUN873-100354 | 13 Feb 2026 | Quote · excluded | Slow VPN Network · ML · Remote | P2 | Resolved | — | — | n/a |
| NUN873-100353 | 13 Feb 2026 | Change | Voicemail not delivering Telephony · SE · Remote | P3 | Closed | 0.72 hr | 7.4 hr | Met |
| NUN873-100352 | 12 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | 0.60 hr | 17.4 hr | Met |
| NUN873-100351 | 11 Feb 2026 | Incident | Scan to email failing Printing · SE · Head Office | P2 | Resolved | 0.21 hr | 22.2 hr | Met |
| NUN873-100350 | 10 Feb 2026 | Service Request | Switch port fault Network · ML · Remote | P2 | Resolved | 0.47 hr | 0.6 hr | Met |
| NUN873-100349 | 09 Feb 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 69.87 hr | 1.5 days | Missed |
| NUN873-100348 | 06 Feb 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | 2.85 hr | 1.9 days | Met |
| NUN873-100347 | 06 Feb 2026 | Quote · excluded | Retention change Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100346 | 05 Feb 2026 | Service Request | MFA reset Security · BK · Head Office | P3 | Closed | 1.16 hr | 3.2 hr | Met |
| NUN873-100345 | 04 Feb 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P4 | Closed | 0.52 hr | 2.2 days | Met |
| NUN873-100344 | 03 Feb 2026 | Incident | New extension setup Telephony · TAG · Head Office | P3 | Closed | 1.07 hr | 18.9 hr | Met |
| NUN873-100343 | 02 Feb 2026 | Service Request | Message quarantined Email · ML · Branch | P3 | Closed | 0.72 hr | 18.5 hr | Met |
| NUN873-100342 | 30 Jan 2026 | Project · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| NUN873-100341 | 29 Jan 2026 | Planned Install · excluded | Toner replacement Printing · ML · Head Office | P2 | Closed | — | — | n/a |
| NUN873-100340 | 27 Jan 2026 | Project · excluded | Printer offline Printing · AB · 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.