SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 71 records in this selection sit outside that — quotes, projects and planned installs, plus 25 calls billed time and materials. They stay visible for volume context.
Service performance
163 eligible records in this yearAverage first response
7.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
80.5%
31 call(s) over the 8-hour target
First-time fix
71.6%
Where the source records the field
Volume
Contract calls
163
234 calls logged in the period
Off contract
25
£8,675.25 chargeable
Open / closed
9 / 225
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
163
records
- Line of business app21
- Telephony20
- Hardware19
- Network19
- User admin18
- Email17
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 163 | 7.25 hr | 80.5% | 31 | 71 |
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 | 28 | 4.80 hr | 89% | 3 |
| Damian Armstrong | 18 | 9.89 hr | 82% | 3 |
| Barry Ebbs | 17 | 7.33 hr | 88% | 2 |
| Stacey Thomas | 15 | 12.56 hr | 87% | 2 |
| Kelly Gregory | 15 | 3.16 hr | 87% | 2 |
| Daniel Blacker | 15 | 3.04 hr | 79% | 3 |
| Anne-Marie Cable | 13 | 13.29 hr | 54% | 6 |
| (Not recorded) | 11 | 14.21 hr | 45% | 6 |
| Rachael Parkin | 11 | 3.39 hr | 82% | 2 |
| Aiden Higgins | 9 | 2.56 hr | 89% | 1 |
| Chloe Dempsey | 6 | 9.77 hr | 83% | 1 |
| Julie Herbert | 3 | 2.21 hr | 100% | 0 |
31 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 138.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303442 | Stacey Thomas | Dell Latitude E7470 | 2026-07-29 10:18 | 146.59 hr | +138.6 | KB | Slow VPN |
| 303388 | Damian Armstrong | Apple MacBook Air M2 | 2026-06-08 13:53 | 120.52 hr | +112.5 | ML | New extension setup |
| 303391 | Karen Taylor | Kyocera ECOSYS M5526 | 2026-06-09 11:56 | 80.98 hr | +73.0 | TAG | Backup capacity review |
| 303332 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-04-09 17:38 | 58.70 hr | +50.7 | TAG | Backup job failed |
| 303241 | Barry Ebbs | Lenovo ThinkCentre M70q | 2026-01-12 10:19 | 51.79 hr | +43.8 | TAG | Handset registration |
| 303460 | Chloe Dempsey | HP ProBook 450 G6 | 2026-08-14 15:31 | 47.40 hr | +39.4 | AB | Licence renewal |
| 303285 | (Not recorded) | Dell Latitude E7470 | 2026-02-24 13:39 | 43.92 hr | +35.9 | SE | Scan to email failing |
| 303387 | Barry Ebbs | Samsung Galaxy A54 | 2026-06-05 11:07 | 40.22 hr | +32.2 | KB | Distribution list change |
| 303262 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-01-29 09:01 | 39.84 hr | +31.8 | TAG | New extension setup |
| 303376 | (Not recorded) | Dell Latitude E7470 | 2026-05-30 11:44 | 38.77 hr | +30.8 | AB | Handset registration |
| 303279 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-02-17 13:02 | 30.28 hr | +22.3 | KB | Handset registration |
| 303428 | (Not recorded) | Apple MacBook Air M2 | 2026-07-17 10:14 | 29.37 hr | +21.4 | BK | Database timeout |
| 303266 | Stacey Thomas | Dell Latitude 7420 | 2026-02-02 15:37 | 24.96 hr | +17.0 | AB | Voicemail not delivering |
| 303400 | Kelly Gregory | Apple iPhone 14 | 2026-06-18 14:59 | 23.62 hr | +15.6 | KB | New starter setup |
| 303398 | (Not recorded) | Apple iPhone 14 | 2026-06-17 15:16 | 17.23 hr | +9.2 | SE | Toner replacement |
| 303254 | (Not recorded) | Ruckus R550 | 2026-01-22 09:21 | 11.85 hr | +3.9 | TAG | Spoofed email reported |
| 303282 | Daniel Blacker | HP ProDesk 400 G7 | 2026-02-20 11:40 | 10.80 hr | +2.8 | KB | Call quality issue |
| 303294 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-03-03 17:18 | 10.60 hr | +2.6 | TAG | Mailbox delegation |
| 303431 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-07-20 15:41 | 10.00 hr | +2.0 | TAG | Licence renewal |
| 303297 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-03-05 09:05 | 9.95 hr | +1.9 | KB | New printer driver rollout |
| 303386 | Rachael Parkin | Canon imageRUNNER 2630 | 2026-06-05 13:14 | 9.66 hr | +1.7 | TAG | Slow VPN |
| 303364 | (Not recorded) | HP ProBook 450 G6 | 2026-05-20 08:04 | 9.47 hr | +1.5 | BK | OneDrive sync conflict |
| 303356 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-05-12 14:14 | 9.37 hr | +1.4 | KB | Backup job failed |
| 303362 | Kelly Gregory | Dell OptiPlex 7010 | 2026-05-18 11:26 | 9.07 hr | +1.1 | AB | Outlook not syncing |
| 303418 | Daniel Blacker | Samsung Galaxy A54 | 2026-07-07 13:30 | 9.06 hr | +1.1 | AB | New printer driver rollout |
| 303415 | Aiden Higgins | Apple MacBook Pro 14 | 2026-07-03 09:05 | 8.85 hr | +0.8 | AB | Endpoint alert investigation |
| 303446 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-07-31 11:14 | 8.83 hr | +0.8 | TAG | New starter setup |
| 303344 | Karen Taylor | Dell OptiPlex 3050 | 2026-04-23 12:17 | 8.42 hr | +0.4 | BK | Leaver process |
| 303237 | Damian Armstrong | HP EliteBook 840 G9 | 2026-01-02 08:50 | 8.30 hr | +0.3 | AB | Docking station not detected |
| 303462 | Rachael Parkin | Dell OptiPlex 3050 | 2026-08-19 11:57 | 8.12 hr | +0.1 | ML | Permission change |
| 303288 | Daniel Blacker | Dell OptiPlex 7010 | 2026-02-25 11:16 | 8.09 hr | +0.1 | TAG | New extension setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 8 | 01 Jan 2026 – 29 Jul 2026 |
| Barry Ebbs | Monitoring / server / security | 7 | 13 Feb 2026 – 11 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 28 Jan 2026 – 15 Jul 2026 |
| Barry Ebbs | Email / Microsoft 365 | 4 | 05 Feb 2026 – 03 Jul 2026 |
| Damian Armstrong | Telephony | 4 | 12 Feb 2026 – 08 Jun 2026 |
| Karen Taylor | Backup / restore | 4 | 02 Mar 2026 – 10 Jun 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 03 Mar 2026 – 24 Aug 2026 |
| Daniel Blacker | Email / Microsoft 365 | 4 | 12 Mar 2026 – 22 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Monitoring / server / security | 4 | 29 Jan 2026 – 20 Jul 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 4 | 11 Feb 2026 – 03 Aug 2026 |
| Lenovo ThinkCentre M70q | Line of business app | 4 | 04 Mar 2026 – 20 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 4 | 11 Mar 2026 – 29 Jul 2026 |
| Dell OptiPlex 3050 | Hardware | 4 | 07 Apr 2026 – 17 Jul 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 4 | 12 May 2026 – 29 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 4 | 27 May 2026 – 11 Aug 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 4 | 18 Jun 2026 – 24 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
234 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| OSG203-100701 | 25 Aug 2026 | Service Request | Slow VPN Network · SE · Branch | P4 | Resolved | 1.13 hr | 13.3 hr | Met |
| OSG203-100700 | 24 Aug 2026 | Change | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | 0.17 hr | 1.8 days | Met |
| OSG203-100699 | 24 Aug 2026 | Incident | Docking station not detected Hardware · ML · Branch | P4 | Open | — | — | n/a |
| OSG203-100698 | 21 Aug 2026 | Change · excluded | Handset registration Telephony · ML · Branch | P4 | Open | — | — | n/a |
| OSG203-100697 | 20 Aug 2026 | Quote · excluded | Name change request User admin · ML · Branch | P2 | In Progress | — | — | n/a |
| OSG203-100696 | 20 Aug 2026 | Project · excluded | MFA reset Security · ML · Head Office | P3 | In Progress | — | — | n/a |
| OSG203-100695 | 19 Aug 2026 | Incident | Permission change User admin · ML · Head Office | P4 | Closed | 8.12 hr | 1.8 days | Missed |
| OSG203-100694 | 18 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | In Progress | — | — | n/a |
| OSG203-100693 | 14 Aug 2026 | Service Request | Licence renewal Line of business app · AB · Branch | P3 | Resolved | 47.40 hr | 1.5 days | Missed |
| OSG203-100692 | 13 Aug 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P2 | Closed | 3.51 hr | 1.8 days | Met |
| OSG203-100691 | 13 Aug 2026 | Service Request · excluded | Call quality issue Telephony · SE · Head Office | P2 | Closed | — | — | n/a |
| OSG203-100690 | 11 Aug 2026 | Project · excluded | Switch port fault Network · TAG · Branch | P4 | In Progress | — | — | n/a |
| OSG203-100689 | 11 Aug 2026 | Change | Wi-Fi dropouts in warehouse Network · BK · Branch | P3 | Resolved | 0.39 hr | 17.5 hr | Met |
| OSG203-100688 | 10 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Branch | P4 | Closed | 1.12 hr | 1.6 days | Met |
| OSG203-100687 | 06 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P2 | Closed | 1.30 hr | 1.5 days | Met |
| OSG203-100686 | 05 Aug 2026 | Service Request | New extension setup Telephony · ML · Head Office | P4 | Closed | 5.04 hr | 1.4 days | Met |
| OSG203-100685 | 04 Aug 2026 | Project · excluded | Spoofed email reported Email · TAG · Head Office | P3 | Open | — | — | n/a |
| OSG203-100684 | 03 Aug 2026 | Service Request | Distribution list change Email · BK · Head Office | P3 | Closed | 2.28 hr | 1.7 days | Met |
| OSG203-100683 | 03 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Closed | 4.71 hr | 6.1 hr | Met |
| OSG203-100682 | 02 Aug 2026 | Incident | Licence renewal Line of business app · BK · Remote | P3 | Resolved | 1.09 hr | 1.5 days | Met |
| OSG203-100681 | 02 Aug 2026 | Service Request | Slow VPN Network · SE · Head Office | P4 | Resolved | 1.15 hr | 2.3 days | Met |
| OSG203-100680 | 31 Jul 2026 | Quote · excluded | Docking station not detected Hardware · BK · Remote | P3 | In Progress | — | — | n/a |
| OSG203-100679 | 31 Jul 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Resolved | 8.83 hr | 23.8 hr | Missed |
| OSG203-100678 | 30 Jul 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | 0.15 hr | 2.5 days | Met |
| OSG203-100677 | 30 Jul 2026 | Service Request | Restore request Backup · TAG · Branch | P4 | Closed | 1.75 hr | 3.5 hr | Met |
| OSG203-100676 | 29 Jul 2026 | Incident | Message quarantined Email · BK · Remote | P2 | Closed | 0.23 hr | 14.4 hr | Met |
| OSG203-100675 | 29 Jul 2026 | Incident | Slow VPN Network · KB · Branch | P2 | Resolved | 146.59 hr | 2.0 days | Missed |
| OSG203-100674 | 28 Jul 2026 | Planned Install · excluded | Backup job failed Backup · SE · Head Office | P1 | Closed | — | — | n/a |
| OSG203-100673 | 27 Jul 2026 | Incident | Leaver process User admin · KB · Remote | P3 | Closed | 0.54 hr | 20.0 hr | Met |
| OSG203-100672 | 24 Jul 2026 | Project · excluded | Phishing report triage Security · BK · Remote | P3 | Closed | — | — | n/a |
| OSG203-100671 | 24 Jul 2026 | Incident | Spoofed email reported Email · KB · Remote | P3 | Closed | 0.13 hr | 1.8 days | Met |
| OSG203-100670 | 23 Jul 2026 | Incident · excluded | New starter setup User admin · AB · Head Office | P4 | Resolved | — | — | n/a |
| OSG203-100669 | 23 Jul 2026 | Quote · excluded | Printer offline Printing · KB · Head Office | P1 | Resolved | — | — | n/a |
| OSG203-100668 | 22 Jul 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Resolved | 0.11 hr | 1.7 days | Met |
| OSG203-100667 | 21 Jul 2026 | Incident | Printer offline Printing · AB · Remote | P1 | Closed | 0.44 hr | 8.4 hr | Met |
| OSG203-100666 | 21 Jul 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P1 | Closed | 0.36 hr | 16.0 hr | Met |
| OSG203-100665 | 20 Jul 2026 | Service Request | MFA reset Security · AB · Head Office | P3 | Closed | 1.39 hr | 2.3 days | Met |
| OSG203-100664 | 20 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 10.00 hr | 2.1 days | Missed |
| OSG203-100663 | 19 Jul 2026 | Quote · excluded | Backup job failed Backup · TAG · Branch | P3 | In Progress | — | — | n/a |
| OSG203-100662 | 17 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Branch | P2 | Closed | 1.27 hr | 1.3 days | Met |
| OSG203-100661 | 17 Jul 2026 | Change | Database timeout Line of business app · BK · Head Office | P2 | Closed | 29.37 hr | 19.8 hr | Missed |
| OSG203-100660 | 16 Jul 2026 | Service Request | Mailbox delegation Email · AB · Remote | P3 | Closed | 4.84 hr | 1.5 days | Met |
| OSG203-100659 | 15 Jul 2026 | Incident | Slow VPN Network · BK · Head Office | P4 | Resolved | 1.27 hr | 20.9 hr | Met |
| OSG203-100658 | 14 Jul 2026 | Incident | New extension setup Telephony · AB · Remote | P4 | Resolved | 0.35 hr | 4.8 hr | Met |
| OSG203-100657 | 13 Jul 2026 | Service Request | Distribution list change Email · SE · Branch | P3 | Resolved | 4.24 hr | 1.3 days | Met |
| OSG203-100656 | 13 Jul 2026 | Incident | Handset registration Telephony · SE · Head Office | P2 | Closed | — | — | n/a |
| OSG203-100655 | 10 Jul 2026 | Service Request | Message quarantined Email · AB · Head Office | P3 | Resolved | 6.42 hr | 1.1 days | Met |
| OSG203-100654 | 10 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | 1.45 hr | 11.4 hr | Met |
| OSG203-100653 | 09 Jul 2026 | Incident | Site offline Network · KB · Branch | P3 | Resolved | 2.79 hr | 2.1 days | Met |
| OSG203-100652 | 08 Jul 2026 | Project · excluded | Backup job failed Backup · TAG · Head Office | P2 | Resolved | — | — | n/a |
| OSG203-100651 | 07 Jul 2026 | Incident | New printer driver rollout Printing · AB · Remote | P3 | Resolved | 9.06 hr | 2.0 days | Missed |
| OSG203-100650 | 07 Jul 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P4 | Resolved | 1.28 hr | 19.6 hr | Met |
| OSG203-100649 | 06 Jul 2026 | Incident | Site offline Network · AB · Head Office | P4 | Closed | 0.43 hr | 2.3 days | Met |
| OSG203-100648 | 03 Jul 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | 8.85 hr | 2.3 days | Missed |
| OSG203-100647 | 03 Jul 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Resolved | 0.18 hr | 15.1 hr | Met |
| OSG203-100646 | 01 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100645 | 30 Jun 2026 | Incident | New starter setup User admin · AB · Head Office | P2 | Closed | 1.30 hr | 1.9 days | Met |
| OSG203-100644 | 29 Jun 2026 | Incident | Report not generating Line of business app · TAG · Site 2 | P3 | Resolved | 0.77 hr | 2.4 days | Met |
| OSG203-100643 | 26 Jun 2026 | Change | Restore request Backup · AB · Head Office | P4 | Closed | 1.62 hr | 17.9 hr | Met |
| OSG203-100642 | 26 Jun 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Resolved | 1.02 hr | 13.6 hr | Met |
| OSG203-100641 | 25 Jun 2026 | Service Request | Permission change User admin · KB · Remote | P3 | Closed | 0.79 hr | 2.3 days | Met |
| OSG203-100640 | 25 Jun 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 1.26 hr | 15.4 hr | Met |
| OSG203-100639 | 24 Jun 2026 | Service Request | Laptop will not boot Hardware · KB · Head Office | P4 | Closed | 1.28 hr | 2.4 days | Met |
| OSG203-100638 | 23 Jun 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Resolved | 1.22 hr | 2.4 days | Met |
| OSG203-100637 | 23 Jun 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Closed | 0.77 hr | 16.1 hr | Met |
| OSG203-100636 | 22 Jun 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 0.11 hr | 1.1 days | Met |
| OSG203-100635 | 22 Jun 2026 | Change | New printer driver rollout Printing · BK · Branch | P2 | Closed | 0.63 hr | 0.9 hr | Met |
| OSG203-100634 | 19 Jun 2026 | Service Request | Slow VPN Network · AB · Head Office | P3 | Closed | 0.57 hr | 2.4 hr | Met |
| OSG203-100633 | 18 Jun 2026 | Change | New starter setup User admin · KB · Head Office | P3 | Resolved | 23.62 hr | 1.8 days | Missed |
| OSG203-100632 | 18 Jun 2026 | Change | Spoofed email reported Email · BK · Remote | P3 | Closed | 2.03 hr | 2.0 days | Met |
| OSG203-100631 | 17 Jun 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Closed | 17.23 hr | 2.3 days | Missed |
| OSG203-100630 | 16 Jun 2026 | Incident | Docking station not detected Hardware · BK · Branch | P4 | Closed | 1.42 hr | 1.9 days | Met |
| OSG203-100629 | 15 Jun 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | 0.67 hr | 16.6 hr | Met |
| OSG203-100628 | 15 Jun 2026 | Planned Install · excluded | Distribution list change Email · BK · Remote | P4 | Closed | — | — | n/a |
| OSG203-100627 | 11 Jun 2026 | Incident · excluded | Printer offline Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100626 | 11 Jun 2026 | Change | Outlook not syncing Microsoft 365 · KB · Head Office | P2 | Closed | 0.09 hr | 1.3 days | Met |
| OSG203-100625 | 10 Jun 2026 | Incident | Restore request Backup · AB · Branch | P3 | Closed | 3.27 hr | 2.4 days | Met |
| OSG203-100624 | 09 Jun 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P2 | Closed | 80.98 hr | 2.2 days | Missed |
| OSG203-100623 | 09 Jun 2026 | Quote · excluded | Leaver process User admin · BK · Site 2 | P1 | Closed | — | — | n/a |
| OSG203-100622 | 08 Jun 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100621 | 08 Jun 2026 | Incident | New extension setup Telephony · ML · Head Office | P4 | Closed | 120.52 hr | 1.6 hr | Missed |
| OSG203-100620 | 05 Jun 2026 | Service Request | Distribution list change Email · KB · Head Office | P4 | Closed | 40.22 hr | 19.2 hr | Missed |
| OSG203-100619 | 05 Jun 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Closed | 9.66 hr | 2.0 days | Missed |
| OSG203-100618 | 04 Jun 2026 | Service Request | Name change request User admin · KB · Head Office | P2 | Closed | 2.46 hr | 11.8 hr | Met |
| OSG203-100617 | 03 Jun 2026 | Incident | Site offline Network · TAG · Remote | P3 | Closed | 0.09 hr | 1.1 days | Met |
| OSG203-100616 | 03 Jun 2026 | Incident | Permission change User admin · ML · Site 2 | P2 | Closed | — | — | n/a |
| OSG203-100615 | 02 Jun 2026 | Service Request | Permission change User admin · SE · Remote | P4 | Resolved | 1.50 hr | 2.4 days | Met |
| OSG203-100614 | 02 Jun 2026 | Quote · excluded | Retention change Backup · KB · Site 2 | P2 | Resolved | — | — | n/a |
| OSG203-100613 | 01 Jun 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P3 | Closed | 5.59 hr | 1.6 days | Met |
| OSG203-100612 | 01 Jun 2026 | Change | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.95 hr | 2.4 days | Met |
| OSG203-100611 | 31 May 2026 | Service Request | Licence renewal Line of business app · BK · Remote | P4 | Resolved | 0.40 hr | 2.1 hr | Met |
| OSG203-100610 | 31 May 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Remote | P4 | Closed | 0.33 hr | 1.9 days | Met |
| OSG203-100609 | 30 May 2026 | Change | Handset registration Telephony · AB · Remote | P4 | Closed | 38.77 hr | 11.6 hr | Missed |
| OSG203-100608 | 30 May 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P4 | Closed | 0.74 hr | 1.5 days | Met |
| OSG203-100607 | 29 May 2026 | Change | Phishing report triage Security · KB · Head Office | P3 | Resolved | 0.06 hr | 1.4 days | Met |
| OSG203-100606 | 29 May 2026 | Project · excluded | Outlook not syncing Microsoft 365 · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| OSG203-100605 | 28 May 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Branch | P3 | Resolved | — | — | n/a |
| OSG203-100604 | 27 May 2026 | Incident | Slow VPN Network · TAG · Remote | P3 | Resolved | 0.11 hr | 2.1 days | Met |
| OSG203-100603 | 26 May 2026 | Service Request | Backup job failed Backup · AB · Branch | P3 | Resolved | 1.01 hr | 1.0 days | Met |
| OSG203-100602 | 25 May 2026 | Incident | Message quarantined Email · AB · Head Office | P2 | Closed | 1.26 hr | 1.0 days | Met |
| OSG203-100601 | 25 May 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P2 | Closed | 0.66 hr | 1.3 days | Met |
| OSG203-100600 | 22 May 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| OSG203-100599 | 21 May 2026 | Planned Install · excluded | Distribution list change Email · KB · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100598 | 21 May 2026 | Planned Install · excluded | Suspicious sign-in review Security · SE · Site 2 | P4 | Closed | — | — | n/a |
| OSG203-100597 | 20 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Resolved | 9.47 hr | 2.3 days | Missed |
| OSG203-100596 | 20 May 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Closed | 2.65 hr | 1.9 hr | Met |
| OSG203-100595 | 18 May 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P3 | Closed | 9.07 hr | 2.4 days | Missed |
| OSG203-100594 | 18 May 2026 | Service Request · excluded | Switch port fault Network · BK · Remote | P3 | Closed | — | — | n/a |
| OSG203-100593 | 16 May 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 0.50 hr | 1.8 days | Met |
| OSG203-100592 | 14 May 2026 | Incident | Screen flickering Hardware · ML · Head Office | P2 | Closed | 0.71 hr | 0.3 hr | Met |
| OSG203-100591 | 13 May 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| OSG203-100590 | 12 May 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Branch | P4 | Closed | 0.42 hr | 18.0 hr | Met |
| OSG203-100589 | 12 May 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | 9.37 hr | 1.1 days | Missed |
| OSG203-100588 | 06 May 2026 | Incident · excluded | Name change request User admin · SE · Remote | P2 | Closed | — | — | n/a |
| OSG203-100587 | 05 May 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 1.64 hr | 6.6 hr | Met |
| OSG203-100586 | 05 May 2026 | Service Request | Licence renewal Line of business app · KB · Branch | P2 | Closed | 1.36 hr | 1.6 days | Met |
| OSG203-100585 | 04 May 2026 | Planned Install · excluded | Scan to email failing Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100584 | 04 May 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | 0.07 hr | 1.2 days | Met |
| OSG203-100583 | 30 Apr 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Branch | P2 | Resolved | — | — | n/a |
| OSG203-100582 | 29 Apr 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 0.48 hr | 2.2 days | Met |
| OSG203-100581 | 29 Apr 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Closed | — | — | n/a |
| OSG203-100580 | 27 Apr 2026 | Project · excluded | Switch port fault Network · KB · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100579 | 24 Apr 2026 | Service Request | New extension setup Telephony · AB · Head Office | P4 | Closed | 4.40 hr | 1.7 days | Met |
| OSG203-100578 | 23 Apr 2026 | Quote · excluded | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | — | — | n/a |
| OSG203-100577 | 23 Apr 2026 | Incident | Leaver process User admin · BK · Branch | P3 | Closed | 8.42 hr | 1.7 days | Missed |
| OSG203-100576 | 22 Apr 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 2.54 hr | 4.5 hr | Met |
| OSG203-100575 | 22 Apr 2026 | Incident | Call quality issue Telephony · TAG · Remote | P2 | Closed | 2.73 hr | 2.2 days | Met |
| OSG203-100574 | 21 Apr 2026 | Planned Install · excluded | MFA reset Security · BK · Remote | P2 | Closed | — | — | n/a |
| OSG203-100573 | 20 Apr 2026 | Project · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100572 | 19 Apr 2026 | Incident · excluded | Backup capacity review Backup · AB · Branch | P2 | Resolved | — | — | n/a |
| OSG203-100571 | 16 Apr 2026 | Quote · excluded | Slow VPN Network · ML · Remote | P3 | Closed | — | — | n/a |
| OSG203-100570 | 16 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Branch | P3 | Closed | 1.28 hr | 1.2 days | Met |
| OSG203-100569 | 15 Apr 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Closed | 0.26 hr | 1.2 days | Met |
| OSG203-100568 | 15 Apr 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P2 | Resolved | 0.72 hr | 4.8 hr | Met |
| OSG203-100567 | 14 Apr 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| OSG203-100566 | 10 Apr 2026 | Incident | Switch port fault Network · BK · Head Office | P4 | Resolved | 2.37 hr | 9.6 hr | Met |
| OSG203-100565 | 09 Apr 2026 | Service Request | Backup job failed Backup · TAG · Branch | P4 | Closed | 58.70 hr | 1.1 days | Missed |
| OSG203-100564 | 09 Apr 2026 | Service Request | Message quarantined Email · BK · Branch | P3 | Resolved | 0.71 hr | 14.2 hr | Met |
| OSG203-100563 | 08 Apr 2026 | Service Request · excluded | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| OSG203-100562 | 07 Apr 2026 | Change | Database timeout Line of business app · KB · Head Office | P3 | Closed | 2.06 hr | 1.8 days | Met |
| OSG203-100561 | 07 Apr 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Closed | 0.34 hr | 21.6 hr | Met |
| OSG203-100560 | 06 Apr 2026 | Change | Endpoint alert investigation Security · KB · Head Office | P4 | Closed | 0.99 hr | 1.6 days | Met |
| OSG203-100559 | 06 Apr 2026 | Incident · excluded | Handset registration Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| OSG203-100558 | 02 Apr 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · KB · Remote | P4 | Closed | — | — | n/a |
| OSG203-100557 | 02 Apr 2026 | Incident | Slow VPN Network · TAG · Remote | P3 | Closed | 1.04 hr | 16.9 hr | Met |
| OSG203-100556 | 01 Apr 2026 | Incident | Call quality issue Telephony · KB · Head Office | P1 | Resolved | 0.19 hr | 0.1 hr | Met |
| OSG203-100555 | 31 Mar 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P4 | Closed | 2.61 hr | 2.0 days | Met |
| OSG203-100554 | 31 Mar 2026 | Incident | Toner replacement Printing · ML · Head Office | P4 | Resolved | 3.97 hr | 1.6 days | Met |
| OSG203-100553 | 30 Mar 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Resolved | 6.09 hr | 19.9 hr | Met |
| OSG203-100552 | 30 Mar 2026 | Incident | Toner replacement Printing · KB · Head Office | P4 | Resolved | 1.21 hr | 1.2 days | Met |
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.