SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 12 records in this selection sit outside that — quotes, projects and planned installs, plus 5 calls billed time and materials. They stay visible for volume context.
Service performance
47 eligible records in this yearAverage first response
4.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.6%
5 call(s) over the 8-hour target
First-time fix
74.5%
Where the source records the field
Volume
Contract calls
47
59 calls logged in the period
Off contract
5
£1,547.25 chargeable
Open / closed
0 / 59
Across the selected period
Data-quality gaps
3
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
47
records
- Line of business app10
- Backup6
- Network6
- Email5
- Printing5
- Telephony4
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 47 | 4.27 hr | 88.6% | 5 | 12 |
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 | 9 | 2.85 hr | 100% | 0 |
| Kelly Gregory | 6 | 2.16 hr | 83% | 1 |
| Phil Jenkins | 5 | 0.59 hr | 100% | 0 |
| Anne-Marie Cable | 4 | 6.90 hr | 75% | 1 |
| Rachael Parkin | 4 | 1.01 hr | 100% | 0 |
| Chloe Dempsey | 4 | 6.04 hr | 75% | 1 |
| Julie Herbert | 3 | 3.27 hr | 100% | 0 |
| (Not recorded) | 3 | 1.16 hr | 100% | 0 |
| Barry Ebbs | 3 | 13.75 hr | 67% | 1 |
| Aiden Higgins | 2 | 32.39 hr | 0% | 1 |
| Stacey Thomas | 2 | 3.70 hr | 100% | 0 |
| Daniel Blacker | 1 | 1.74 hr | 100% | 0 |
5 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 24.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303009 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-02-09 12:59 | 32.39 hr | +24.4 | ML | Slow VPN |
| 303006 | Barry Ebbs | Ubiquiti USW-Pro-24 | 2026-01-19 17:02 | 29.46 hr | +21.5 | KB | New extension setup |
| 303042 | Anne-Marie Cable | Ubiquiti USW-Pro-24 | 2026-06-15 17:38 | 16.49 hr | +8.5 | KB | Docking station not detected |
| 303046 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-06-26 08:31 | 13.98 hr | +6.0 | ML | Wi-Fi dropouts in warehouse |
| 303053 | Kelly Gregory | Apple MacBook Pro 14 | 2026-07-22 14:50 | 9.02 hr | +1.0 | BK | Licence renewal |
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Line of business app | 3 | 01 Jan 2026 – 11 Aug 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 3 | 08 Apr 2026 – 06 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
59 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| OUL887-100177 | 17 Aug 2026 | Service Request | Backup job failed Backup · SE · Remote | P3 | Resolved | 2.43 hr | 18.3 hr | Met |
| OUL887-100176 | 11 Aug 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P2 | Closed | 1.40 hr | 1.3 days | Met |
| OUL887-100175 | 10 Aug 2026 | Incident | New starter setup User admin · AB · Head Office | P3 | Closed | 1.32 hr | 17.6 hr | Met |
| OUL887-100174 | 06 Aug 2026 | Service Request | Slow VPN Network · TAG · Head Office | P2 | Closed | 5.93 hr | 2.6 hr | Met |
| OUL887-100173 | 04 Aug 2026 | Change | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Closed | 0.47 hr | 2.2 days | Met |
| OUL887-100172 | 31 Jul 2026 | Incident · excluded | Retention change Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| OUL887-100171 | 30 Jul 2026 | Incident | Retention change Backup · BK · Branch | P3 | Resolved | 7.05 hr | 1.4 days | Met |
| OUL887-100170 | 23 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Resolved | 0.65 hr | 14.8 hr | Met |
| OUL887-100169 | 22 Jul 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Resolved | 9.02 hr | 14.5 hr | Missed |
| OUL887-100168 | 17 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · ML · Remote | P4 | Resolved | — | — | n/a |
| OUL887-100167 | 10 Jul 2026 | Change | Message quarantined Email · ML · Head Office | P3 | Resolved | 0.65 hr | 11.4 hr | Met |
| OUL887-100166 | 09 Jul 2026 | Quote · excluded | Name change request User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| OUL887-100165 | 03 Jul 2026 | Incident | Slow VPN Network · TAG · Branch | P1 | Resolved | 0.92 hr | 16.8 hr | Met |
| OUL887-100164 | 02 Jul 2026 | Project · excluded | Call quality issue Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| OUL887-100163 | 30 Jun 2026 | Change | Printer offline Printing · TAG · Head Office | P2 | Closed | 5.24 hr | 20.9 hr | Met |
| OUL887-100162 | 26 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Closed | 13.98 hr | 2.2 hr | Missed |
| OUL887-100161 | 23 Jun 2026 | Change | Handset registration Telephony · TAG · Site 2 | P1 | Resolved | 0.52 hr | 9.0 hr | Met |
| OUL887-100160 | 20 Jun 2026 | Service Request · excluded | Database timeout Line of business app · BK · Remote | P3 | Closed | — | — | n/a |
| OUL887-100159 | 17 Jun 2026 | Change | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | 6.02 hr | 2.3 days | Met |
| OUL887-100158 | 15 Jun 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 16.49 hr | 7.1 hr | Missed |
| OUL887-100157 | 11 Jun 2026 | Project · excluded | Mailbox delegation Email · ML · Site 2 | P2 | Closed | — | — | n/a |
| OUL887-100156 | 09 Jun 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 0.64 hr | 1.2 days | Met |
| OUL887-100155 | 08 Jun 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | 6.21 hr | 1.2 days | Met |
| OUL887-100154 | 04 Jun 2026 | Incident | Distribution list change Email · SE · Branch | P2 | Resolved | 4.11 hr | 23.6 hr | Met |
| OUL887-100153 | 03 Jun 2026 | Service Request | MFA reset Security · TAG · Head Office | P2 | Resolved | — | — | n/a |
| OUL887-100152 | 01 Jun 2026 | Incident | Spoofed email reported Email · BK · Head Office | P4 | Closed | — | — | n/a |
| OUL887-100151 | 26 May 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 3.56 hr | 10.1 hr | Met |
| OUL887-100150 | 15 May 2026 | Incident | Backup capacity review Backup · SE · Head Office | P4 | Closed | 0.38 hr | 1.6 days | Met |
| OUL887-100149 | 13 May 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Resolved | 0.32 hr | 1.6 days | Met |
| OUL887-100148 | 11 May 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 1.20 hr | 2.0 days | Met |
| OUL887-100147 | 05 May 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Resolved | 1.49 hr | 2.0 days | Met |
| OUL887-100146 | 29 Apr 2026 | Quote · excluded | Slow VPN Network · KB · Remote | P3 | Closed | — | — | n/a |
| OUL887-100145 | 28 Apr 2026 | Service Request | Toner replacement Printing · ML · Head Office | P4 | Resolved | 1.05 hr | 1.5 days | Met |
| OUL887-100144 | 27 Apr 2026 | Incident | Report not generating Line of business app · BK · Site 2 | P2 | Closed | 4.38 hr | 19.9 hr | Met |
| OUL887-100143 | 20 Apr 2026 | Incident | Call quality issue Telephony · TAG · Branch | P3 | Resolved | 6.00 hr | 2.5 days | Met |
| OUL887-100142 | 08 Apr 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P4 | Closed | 0.85 hr | 1.5 days | Met |
| OUL887-100141 | 03 Apr 2026 | Service Request | Printer offline Printing · AB · Remote | P3 | Resolved | 0.74 hr | 1.5 days | Met |
| OUL887-100140 | 01 Apr 2026 | Incident | Screen flickering Hardware · KB · Branch | P4 | Closed | 0.05 hr | 1.6 days | Met |
| OUL887-100139 | 30 Mar 2026 | Quote · excluded | Printer offline Printing · SE · Branch | P3 | Closed | — | — | n/a |
| OUL887-100138 | 28 Mar 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 1.74 hr | 1.9 days | Met |
| OUL887-100137 | 26 Mar 2026 | Quote · excluded | Spoofed email reported Email · AB · Remote | P4 | Closed | — | — | n/a |
| OUL887-100136 | 25 Mar 2026 | Incident | Report not generating Line of business app · KB · Site 2 | P3 | Resolved | 0.20 hr | 7.8 hr | Met |
| OUL887-100135 | 19 Mar 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P2 | Resolved | 1.44 hr | 19.8 hr | Met |
| OUL887-100134 | 18 Mar 2026 | Incident | Slow VPN Network · SE · Site 2 | P3 | Resolved | 5.87 hr | 1.1 days | Met |
| OUL887-100133 | 13 Mar 2026 | Service Request · excluded | Voicemail not delivering Telephony · BK · Site 2 | P4 | Closed | — | — | n/a |
| OUL887-100132 | 10 Mar 2026 | Service Request | Docking station not detected Hardware · SE · Remote | P2 | Closed | 0.96 hr | 17.5 hr | Met |
| OUL887-100131 | 04 Mar 2026 | Incident · excluded | MFA reset Security · BK · Branch | P2 | Resolved | — | — | n/a |
| OUL887-100130 | 03 Mar 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| OUL887-100129 | 24 Feb 2026 | Service Request | Switch port fault Network · AB · Head Office | P2 | Closed | 0.30 hr | 1.9 days | Met |
| OUL887-100128 | 23 Feb 2026 | Service Request | Report not generating Line of business app · BK · Branch | P2 | Closed | 0.77 hr | 2.8 hr | Met |
| OUL887-100127 | 11 Feb 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Closed | 1.44 hr | 2.3 days | Met |
| OUL887-100126 | 10 Feb 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 1.66 hr | 1.8 days | Met |
| OUL887-100125 | 09 Feb 2026 | Service Request | Slow VPN Network · ML · Head Office | P3 | Closed | 32.39 hr | 1.5 days | Missed |
| OUL887-100124 | 04 Feb 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P1 | Closed | 1.48 hr | 6.1 hr | Met |
| OUL887-100123 | 22 Jan 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| OUL887-100122 | 19 Jan 2026 | Service Request | New extension setup Telephony · KB · Head Office | P2 | Closed | 29.46 hr | 2.1 days | Missed |
| OUL887-100121 | 08 Jan 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Closed | 1.19 hr | 19.1 hr | Met |
| OUL887-100120 | 02 Jan 2026 | Change | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 0.42 hr | 2.2 days | Met |
| OUL887-100119 | 01 Jan 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | 5.35 hr | 18.2 hr | 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.