SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 57 records in this selection sit outside that — quotes, projects and planned installs, plus 26 calls billed time and materials. They stay visible for volume context.
Service performance
107 eligible records in this yearAverage first response
4.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.1%
10 call(s) over the 8-hour target
First-time fix
61.3%
Where the source records the field
Volume
Contract calls
107
164 calls logged in the period
Off contract
26
£8,192.25 chargeable
Open / closed
9 / 155
Across the selected period
Data-quality gaps
6
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
107
records
- Hardware15
- Microsoft 36514
- Email12
- User admin12
- Line of business app10
- Backup10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 107 | 4.80 hr | 90.1% | 10 | 57 |
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 | 18 | 2.97 hr | 94% | 1 |
| Stacey Thomas | 15 | 2.58 hr | 93% | 1 |
| Kelly Gregory | 12 | 12.10 hr | 91% | 1 |
| Barry Ebbs | 9 | 2.97 hr | 88% | 1 |
| Anne-Marie Cable | 9 | 6.40 hr | 89% | 1 |
| Chloe Dempsey | 7 | 1.19 hr | 100% | 0 |
| Aiden Higgins | 7 | 6.86 hr | 86% | 1 |
| Rachael Parkin | 7 | 1.97 hr | 100% | 0 |
| Damian Armstrong | 6 | 9.78 hr | 83% | 1 |
| (Not recorded) | 6 | 1.86 hr | 83% | 1 |
| Phil Jenkins | 4 | 4.66 hr | 75% | 1 |
| Julie Herbert | 4 | 6.52 hr | 75% | 1 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 96.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308020 | Kelly Gregory | Dell Wyse 5070 | 2026-01-09 12:00 | 104.18 hr | +96.2 | ML | Application crash on launch |
| 308092 | Aiden Higgins | Dell OptiPlex 3050 | 2026-04-29 15:28 | 43.56 hr | +35.6 | BK | Switch port fault |
| 308064 | Anne-Marie Cable | Dell OptiPlex 3050 | 2026-03-13 11:21 | 42.86 hr | +34.9 | KB | Call quality issue |
| 308083 | Damian Armstrong | Dell Latitude E7470 | 2026-04-14 14:46 | 41.91 hr | +33.9 | SE | Laptop will not boot |
| 308081 | Julie Herbert | Dell Wyse 5070 | 2026-04-13 14:19 | 17.84 hr | +9.8 | ML | Laptop will not boot |
| 308029 | Karen Taylor | Apple iPhone 12 | 2026-01-23 12:37 | 10.92 hr | +2.9 | BK | Backup job failed |
| 308097 | Barry Ebbs | HP ProDesk 400 G7 | 2026-05-07 14:05 | 10.65 hr | +2.6 | KB | Docking station not detected |
| 308098 | Phil Jenkins | HP ProDesk 400 G7 | 2026-05-08 12:58 | 10.01 hr | +2.0 | KB | New starter setup |
| 308060 | Stacey Thomas | HP ProBook 450 G6 | 2026-03-10 11:43 | 9.03 hr | +1.0 | AB | Replacement keyboard |
| 308069 | (Not recorded) | Samsung Galaxy S23 | 2026-03-26 13:50 | 8.32 hr | +0.3 | ML | Leaver process |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 5 | 13 Jan 2026 – 29 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 5 | 23 Apr 2026 – 10 Aug 2026 |
| (Not recorded) | User administration | 4 | 21 Jan 2026 – 08 Jul 2026 |
| Karen Taylor | Backup / restore | 4 | 23 Jan 2026 – 23 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 4 | 17 Jun 2026 – 09 Jul 2026 |
| Kelly Gregory | Line of business app | 3 | 09 Jan 2026 – 07 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 08 Feb 2026 – 16 Jul 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 3 | 27 Feb 2026 – 24 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Email / Microsoft 365 | 5 | 13 Jan 2026 – 10 Aug 2026 |
| Lenovo ThinkCentre M70q | Hardware | 3 | 13 Jan 2026 – 25 Aug 2026 |
| Apple iPhone 12 | Monitoring / server / security | 3 | 09 Feb 2026 – 13 Jul 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 3 | 16 Feb 2026 – 17 Jun 2026 |
| Dell Latitude 7420 | Line of business app | 3 | 09 Mar 2026 – 09 Jul 2026 |
| HP ProBook 450 G6 | Hardware | 3 | 10 Mar 2026 – 20 Mar 2026 |
| HP ProDesk 400 G7 | User administration | 3 | 08 May 2026 – 30 Jun 2026 |
| HP ProBook 450 G6 | User administration | 3 | 19 May 2026 – 31 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
164 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| OAK029-100495 | 25 Aug 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P2 | Closed | 5.57 hr | 20.5 hr | Met |
| OAK029-100494 | 25 Aug 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Closed | — | — | n/a |
| OAK029-100493 | 24 Aug 2026 | Change | Mailbox delegation Email · TAG · Branch | P4 | Open | — | — | n/a |
| OAK029-100492 | 20 Aug 2026 | Incident · excluded | Report not generating Line of business app · ML · Branch | P3 | Closed | — | — | n/a |
| OAK029-100491 | 19 Aug 2026 | Quote · excluded | Phishing report triage Security · TAG · Remote | P4 | Resolved | — | — | n/a |
| OAK029-100490 | 18 Aug 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P2 | In Progress | — | — | n/a |
| OAK029-100489 | 16 Aug 2026 | Change | Backup capacity review Backup · SE · Branch | P4 | Resolved | 3.13 hr | 1.3 days | Met |
| OAK029-100488 | 14 Aug 2026 | Service Request | Call quality issue Telephony · BK · Branch | P3 | Closed | 1.20 hr | 1.4 days | Met |
| OAK029-100487 | 13 Aug 2026 | Project · excluded | MFA reset Security · KB · Head Office | P3 | Open | — | — | n/a |
| OAK029-100486 | 11 Aug 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 0.84 hr | 1.2 days | Met |
| OAK029-100485 | 10 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Branch | P1 | Resolved | 1.70 hr | 14.4 hr | Met |
| OAK029-100484 | 07 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Remote | P2 | Closed | 1.14 hr | 1.5 days | Met |
| OAK029-100483 | 06 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P4 | Resolved | 0.64 hr | 1.4 days | Met |
| OAK029-100482 | 05 Aug 2026 | Project · excluded | Printer offline Printing · KB · Site 2 | P4 | Closed | — | — | n/a |
| OAK029-100481 | 04 Aug 2026 | Incident | Database timeout Line of business app · ML · Remote | P3 | Closed | 3.50 hr | 2.1 days | Met |
| OAK029-100480 | 03 Aug 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Closed | 3.14 hr | 18.3 hr | Met |
| OAK029-100479 | 31 Jul 2026 | Service Request | Name change request User admin · KB · Remote | P2 | Resolved | 1.25 hr | 1.2 days | Met |
| OAK029-100478 | 30 Jul 2026 | Service Request · excluded | New extension setup Telephony · BK · Branch | P3 | Closed | — | — | n/a |
| OAK029-100477 | 29 Jul 2026 | Incident | Message quarantined Email · AB · Head Office | P4 | Closed | 2.30 hr | 2.2 days | Met |
| OAK029-100476 | 29 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P2 | Open | — | — | n/a |
| OAK029-100475 | 28 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P1 | Closed | 1.91 hr | 12.3 hr | Met |
| OAK029-100474 | 27 Jul 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 0.16 hr | 1.2 hr | Met |
| OAK029-100473 | 24 Jul 2026 | Project · excluded | Backup job failed Backup · KB · Branch | P3 | Open | — | — | n/a |
| OAK029-100472 | 23 Jul 2026 | Incident | Retention change Backup · SE · Branch | P4 | Closed | 0.11 hr | 2.3 days | Met |
| OAK029-100471 | 22 Jul 2026 | Service Request | Scan to email failing Printing · KB · Head Office | P4 | Closed | 0.88 hr | 5.0 hr | Met |
| OAK029-100470 | 21 Jul 2026 | Planned Install · excluded | Suspicious sign-in review Security · AB · Head Office | P3 | In Progress | — | — | n/a |
| OAK029-100469 | 20 Jul 2026 | Service Request | Name change request User admin · BK · Branch | P4 | Closed | 2.50 hr | 2.4 days | Met |
| OAK029-100468 | 17 Jul 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P3 | In Progress | — | — | n/a |
| OAK029-100467 | 16 Jul 2026 | Incident | Site offline Network · BK · Site 2 | P4 | Resolved | 0.55 hr | 2.4 days | Met |
| OAK029-100466 | 16 Jul 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P3 | Resolved | 0.08 hr | 1.9 days | Met |
| OAK029-100465 | 15 Jul 2026 | Project · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | In Progress | — | — | n/a |
| OAK029-100464 | 15 Jul 2026 | Service Request | Docking station not detected Hardware · AB · Remote | P4 | Resolved | 0.46 hr | 2.4 days | Met |
| OAK029-100463 | 14 Jul 2026 | Quote · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| OAK029-100462 | 13 Jul 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Resolved | 0.58 hr | 2.4 days | Met |
| OAK029-100461 | 13 Jul 2026 | Quote · excluded | Distribution list change Email · SE · Remote | P3 | Open | — | — | n/a |
| OAK029-100460 | 10 Jul 2026 | Quote · excluded | New printer driver rollout Printing · ML · Head Office | P4 | Closed | — | — | n/a |
| OAK029-100459 | 09 Jul 2026 | Incident | Report not generating Line of business app · ML · Remote | P4 | Closed | 6.93 hr | 1.2 days | Met |
| OAK029-100458 | 09 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 2.73 hr | 1.3 days | Met |
| OAK029-100457 | 08 Jul 2026 | Change | Name change request User admin · ML · Head Office | P3 | Closed | 0.57 hr | 1.7 days | Met |
| OAK029-100456 | 08 Jul 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | 1.96 hr | 12.2 hr | Met |
| OAK029-100455 | 07 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P3 | Closed | 1.86 hr | 1.3 days | Met |
| OAK029-100454 | 06 Jul 2026 | Incident | Switch port fault Network · BK · Remote | P3 | Closed | 2.07 hr | 2.3 days | Met |
| OAK029-100453 | 03 Jul 2026 | Project · excluded | Screen flickering Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| OAK029-100452 | 02 Jul 2026 | Incident · excluded | Message quarantined Email · TAG · Remote | P3 | Closed | — | — | n/a |
| OAK029-100451 | 01 Jul 2026 | Change | Mailbox delegation Email · ML · Site 2 | P3 | Resolved | 4.16 hr | 3.6 hr | Met |
| OAK029-100450 | 30 Jun 2026 | Service Request | Permission change User admin · AB · Head Office | P2 | Closed | 0.84 hr | 2.1 days | Met |
| OAK029-100449 | 29 Jun 2026 | Incident · excluded | New printer driver rollout Printing · BK · Head Office | P4 | Closed | — | — | n/a |
| OAK029-100448 | 26 Jun 2026 | Incident · excluded | Message quarantined Email · KB · Head Office | P4 | Closed | — | — | n/a |
| OAK029-100447 | 25 Jun 2026 | Incident | Switch port fault Network · BK · Site 2 | P3 | Resolved | 1.46 hr | 1.4 days | Met |
| OAK029-100446 | 25 Jun 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Resolved | 0.20 hr | 10.3 hr | Met |
| OAK029-100445 | 24 Jun 2026 | Service Request | Report not generating Line of business app · SE · Branch | P3 | Closed | 0.68 hr | 1.2 days | Met |
| OAK029-100444 | 23 Jun 2026 | Incident | Call quality issue Telephony · ML · Branch | P3 | Resolved | 0.65 hr | 1.5 days | Met |
| OAK029-100443 | 22 Jun 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Resolved | 0.40 hr | 1.7 days | Met |
| OAK029-100442 | 21 Jun 2026 | Service Request | Leaver process User admin · TAG · Remote | P4 | Closed | 3.86 hr | 20.2 hr | Met |
| OAK029-100441 | 19 Jun 2026 | Project · excluded | Phishing report triage Security · TAG · Head Office | P1 | Resolved | — | — | n/a |
| OAK029-100440 | 18 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Remote | P2 | Resolved | 1.18 hr | 2.2 days | Met |
| OAK029-100439 | 17 Jun 2026 | Service Request | Message quarantined Email · SE · Head Office | P4 | Closed | 5.74 hr | 1.3 days | Met |
| OAK029-100438 | 16 Jun 2026 | Service Request | Backup job failed Backup · SE · Branch | P3 | Resolved | 1.27 hr | 1.0 days | Met |
| OAK029-100437 | 15 Jun 2026 | Incident · excluded | Leaver process User admin · KB · Branch | P3 | Resolved | — | — | n/a |
| OAK029-100436 | 12 Jun 2026 | Service Request | Message quarantined Email · BK · Site 2 | P1 | Closed | 4.95 hr | 16.0 hr | Met |
| OAK029-100435 | 11 Jun 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | — | — | n/a |
| OAK029-100434 | 10 Jun 2026 | Service Request · excluded | Screen flickering Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| OAK029-100433 | 09 Jun 2026 | Incident | Laptop will not boot Hardware · TAG · Remote | P4 | Closed | 5.05 hr | 2.0 days | Met |
| OAK029-100432 | 05 Jun 2026 | Incident | Mailbox delegation Email · SE · Remote | P3 | Closed | 2.95 hr | 20.4 hr | Met |
| OAK029-100431 | 03 Jun 2026 | Service Request | Printer offline Printing · ML · Remote | P2 | Resolved | 5.82 hr | 6.5 hr | Met |
| OAK029-100430 | 02 Jun 2026 | Incident | Retention change Backup · ML · Remote | P2 | Closed | 5.66 hr | 17.2 hr | Met |
| OAK029-100429 | 01 Jun 2026 | Incident · excluded | Mailbox delegation Email · KB · Site 2 | P2 | Closed | — | — | n/a |
| OAK029-100428 | 29 May 2026 | Incident | Suspicious sign-in review Security · TAG · Branch | P4 | Closed | 0.34 hr | 1.3 days | Met |
| OAK029-100427 | 28 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 3.88 hr | 11.5 hr | Met |
| OAK029-100426 | 27 May 2026 | Service Request | Suspicious sign-in review Security · AB · Branch | P4 | Resolved | 0.10 hr | 7.2 hr | Met |
| OAK029-100425 | 26 May 2026 | Service Request · excluded | Permission change User admin · AB · Site 2 | P3 | Resolved | — | — | n/a |
| OAK029-100424 | 25 May 2026 | Incident | Switch port fault Network · TAG · Branch | P3 | Closed | 0.75 hr | 1.9 days | Met |
| OAK029-100423 | 22 May 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Closed | 2.57 hr | 1.3 days | Met |
| OAK029-100422 | 21 May 2026 | Quote · excluded | Backup job failed Backup · TAG · Remote | P3 | Closed | — | — | n/a |
| OAK029-100421 | 20 May 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Closed | 5.91 hr | 1.3 days | Met |
| OAK029-100420 | 19 May 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | Resolved | 3.11 hr | 1.0 days | Met |
| OAK029-100419 | 17 May 2026 | Service Request | New starter setup User admin · SE · Remote | P3 | Resolved | 5.12 hr | 18.3 hr | Met |
| OAK029-100418 | 15 May 2026 | Service Request | Site offline Network · BK · Head Office | P3 | Resolved | 3.21 hr | 1.5 days | Met |
| OAK029-100417 | 14 May 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| OAK029-100416 | 13 May 2026 | Change · excluded | Application crash on launch Line of business app · ML · Remote | P3 | Closed | — | — | n/a |
| OAK029-100415 | 08 May 2026 | Change | New starter setup User admin · KB · Head Office | P2 | Closed | 10.01 hr | 16.9 hr | Missed |
| OAK029-100414 | 07 May 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | 10.65 hr | 0.2 hr | Missed |
| OAK029-100413 | 06 May 2026 | Incident · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| OAK029-100412 | 05 May 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Resolved | 1.45 hr | 21.0 hr | Met |
| OAK029-100411 | 04 May 2026 | Incident | Site offline Network · BK · Head Office | P4 | Closed | 0.43 hr | 2.0 days | Met |
| OAK029-100410 | 01 May 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 2.88 hr | 5.9 hr | Met |
| OAK029-100409 | 29 Apr 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 43.56 hr | 1.6 days | Missed |
| OAK029-100408 | 28 Apr 2026 | Quote · excluded | Docking station not detected Hardware · AB · Head Office | P4 | Closed | — | — | n/a |
| OAK029-100407 | 27 Apr 2026 | Change | Message quarantined Email · SE · Head Office | P3 | Resolved | 4.61 hr | 1.6 days | Met |
| OAK029-100406 | 23 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 0.90 hr | 1.9 days | Met |
| OAK029-100405 | 22 Apr 2026 | Incident | Database timeout Line of business app · TAG · Site 2 | P4 | Closed | 0.85 hr | 1.7 days | Met |
| OAK029-100404 | 20 Apr 2026 | Incident · excluded | Restore request Backup · BK · Branch | P3 | Closed | — | — | n/a |
| OAK029-100403 | 20 Apr 2026 | Incident · excluded | Restore request Backup · ML · Head Office | P2 | Closed | — | — | n/a |
| OAK029-100402 | 17 Apr 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Closed | — | — | n/a |
| OAK029-100401 | 15 Apr 2026 | Service Request | Mailbox delegation Email · AB · Site 2 | P2 | Resolved | 0.47 hr | 16.8 hr | Met |
| OAK029-100400 | 14 Apr 2026 | Change | Laptop will not boot Hardware · SE · Head Office | P2 | Closed | 41.91 hr | 1.4 days | Missed |
| OAK029-100399 | 14 Apr 2026 | Service Request | Backup job failed Backup · KB · Branch | P2 | Closed | 1.48 hr | 2.4 days | Met |
| OAK029-100398 | 13 Apr 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 17.84 hr | 11.3 hr | Missed |
| OAK029-100397 | 10 Apr 2026 | Quote · excluded | Mailbox delegation Email · BK · Head Office | P1 | Resolved | — | — | n/a |
| OAK029-100396 | 09 Apr 2026 | Quote · excluded | Licence renewal Line of business app · ML · Remote | P2 | Closed | — | — | n/a |
| OAK029-100395 | 07 Apr 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 1.48 hr | 16.8 hr | Met |
| OAK029-100394 | 06 Apr 2026 | Service Request | Backup capacity review Backup · AB · Head Office | P4 | Resolved | 0.26 hr | 2.0 days | Met |
| OAK029-100393 | 03 Apr 2026 | Incident | Screen flickering Hardware · AB · Branch | P3 | Resolved | 1.01 hr | 9.9 hr | Met |
| OAK029-100392 | 02 Apr 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Closed | 4.34 hr | 1.1 days | Met |
| OAK029-100391 | 02 Apr 2026 | Quote · excluded | Mailbox delegation Email · AB · Branch | P4 | Closed | — | — | n/a |
| OAK029-100390 | 01 Apr 2026 | Incident | Scan to email failing Printing · AB · Remote | P4 | Closed | 0.95 hr | 1.5 days | Met |
| OAK029-100389 | 31 Mar 2026 | Service Request · excluded | Scan to email failing Printing · AB · Branch | P1 | Closed | — | — | n/a |
| OAK029-100388 | 30 Mar 2026 | Incident · excluded | New starter setup User admin · TAG · Head Office | P4 | Resolved | — | — | n/a |
| OAK029-100387 | 27 Mar 2026 | Change | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 0.91 hr | 2.2 hr | Met |
| OAK029-100386 | 26 Mar 2026 | Service Request | Leaver process User admin · ML · Head Office | P1 | Closed | 8.32 hr | 14.9 hr | Missed |
| OAK029-100385 | 20 Mar 2026 | Incident | Laptop will not boot Hardware · BK · Site 2 | P3 | Resolved | 1.12 hr | 14.7 hr | Met |
| OAK029-100384 | 19 Mar 2026 | Incident | Switch port fault Network · BK · Remote | P3 | Closed | 0.35 hr | 1.1 days | Met |
| OAK029-100383 | 18 Mar 2026 | Incident | Replacement keyboard Hardware · SE · Site 2 | P4 | Resolved | 5.23 hr | 1.4 days | Met |
| OAK029-100382 | 17 Mar 2026 | Incident | Laptop will not boot Hardware · AB · Remote | P3 | Closed | 0.12 hr | 20.6 hr | Met |
| OAK029-100381 | 13 Mar 2026 | Incident | Call quality issue Telephony · KB · Head Office | P4 | Closed | 42.86 hr | 1.1 days | Missed |
| OAK029-100380 | 13 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P1 | Closed | 1.15 hr | 11.6 hr | Met |
| OAK029-100379 | 12 Mar 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | — | — | n/a |
| OAK029-100378 | 11 Mar 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P2 | Closed | — | — | n/a |
| OAK029-100377 | 10 Mar 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P3 | Closed | 9.03 hr | 2.3 days | Missed |
| OAK029-100376 | 09 Mar 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 0.79 hr | 1.3 days | Met |
| OAK029-100375 | 06 Mar 2026 | Incident | Leaver process User admin · AB · Site 2 | P4 | Resolved | 1.30 hr | 10.5 hr | Met |
| OAK029-100374 | 05 Mar 2026 | Incident · excluded | Restore request Backup · KB · Branch | P3 | Resolved | — | — | n/a |
| OAK029-100373 | 04 Mar 2026 | Incident | Restore request Backup · TAG · Head Office | P2 | Closed | 1.25 hr | 1.1 days | Met |
| OAK029-100372 | 02 Mar 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| OAK029-100371 | 28 Feb 2026 | Quote · excluded | Call quality issue Telephony · AB · Branch | P2 | Closed | — | — | n/a |
| OAK029-100370 | 27 Feb 2026 | Service Request | Message quarantined Email · BK · Branch | P3 | Resolved | 1.38 hr | 1.2 days | Met |
| OAK029-100369 | 26 Feb 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 5.96 hr | 2.2 days | Met |
| OAK029-100368 | 24 Feb 2026 | Change · excluded | Restore request Backup · KB · Branch | P2 | Resolved | — | — | n/a |
| OAK029-100367 | 23 Feb 2026 | Service Request | Restore request Backup · SE · Head Office | P3 | Closed | 0.18 hr | 1.2 days | Met |
| OAK029-100366 | 20 Feb 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| OAK029-100365 | 19 Feb 2026 | Change | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Resolved | 1.38 hr | 1.9 days | Met |
| OAK029-100364 | 18 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Closed | 1.81 hr | 1.5 days | Met |
| OAK029-100363 | 17 Feb 2026 | Planned Install · excluded | Scan to email failing Printing · TAG · Remote | P4 | Resolved | — | — | n/a |
| OAK029-100362 | 16 Feb 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P4 | Closed | 0.74 hr | 1.4 days | Met |
| OAK029-100361 | 13 Feb 2026 | Planned Install · excluded | Switch port fault Network · AB · Branch | P4 | Closed | — | — | n/a |
| OAK029-100360 | 12 Feb 2026 | Project · excluded | Scan to email failing Printing · BK · Branch | P3 | Resolved | — | — | n/a |
| OAK029-100359 | 10 Feb 2026 | Service Request | Site offline Network · ML · Head Office | P3 | Closed | 1.66 hr | 2.1 days | Met |
| OAK029-100358 | 09 Feb 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Closed | 2.44 hr | 20.0 hr | Met |
| OAK029-100357 | 08 Feb 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P3 | Closed | — | — | n/a |
| OAK029-100356 | 05 Feb 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Closed | 2.89 hr | 3.9 hr | Met |
| OAK029-100355 | 05 Feb 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| OAK029-100354 | 04 Feb 2026 | Incident | New starter setup User admin · ML · Branch | P3 | Closed | 4.70 hr | 1.3 days | Met |
| OAK029-100353 | 04 Feb 2026 | Incident | Docking station not detected Hardware · AB · Remote | P3 | Resolved | 2.03 hr | 1.8 days | Met |
| OAK029-100352 | 03 Feb 2026 | Incident · excluded | Backup job failed Backup · BK · Branch | P3 | Resolved | — | — | n/a |
| OAK029-100351 | 30 Jan 2026 | Project · excluded | Site offline Network · BK · Remote | P4 | Resolved | — | — | n/a |
| OAK029-100350 | 29 Jan 2026 | Incident | Printer offline Printing · SE · Branch | P4 | Closed | 0.77 hr | 19.5 hr | Met |
| OAK029-100349 | 29 Jan 2026 | Incident | MFA reset Security · TAG · Remote | P4 | Closed | — | — | n/a |
| OAK029-100348 | 28 Jan 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Resolved | 0.24 hr | 8.0 hr | Met |
| OAK029-100347 | 23 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 0.74 hr | 2.0 days | Met |
| OAK029-100346 | 23 Jan 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Resolved | 10.92 hr | 1.1 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.