SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 24 records in this selection sit outside that — quotes, projects and planned installs, plus 10 calls billed time and materials. They stay visible for volume context.
Service performance
79 eligible records in this yearAverage first response
6.1 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
87.0%
10 call(s) over the 8-hour target
First-time fix
74.7%
Where the source records the field
Volume
Contract calls
79
103 calls logged in the period
Off contract
10
£3,037.5 chargeable
Open / closed
1 / 102
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
79
records
- Telephony16
- Security13
- Hardware13
- Email7
- Backup7
- Printing6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 79 | 6.13 hr | 87.0% | 10 | 24 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Barry Ebbs | 13 | 4.47 hr | 92% | 1 |
| Karen Taylor | 13 | 2.17 hr | 92% | 1 |
| (Not recorded) | 8 | 2.89 hr | 100% | 0 |
| Anne-Marie Cable | 8 | 1.97 hr | 100% | 0 |
| Daniel Blacker | 7 | 6.54 hr | 86% | 1 |
| Phil Jenkins | 6 | 0.65 hr | 100% | 0 |
| Chloe Dempsey | 5 | 8.47 hr | 80% | 1 |
| Kelly Gregory | 4 | 3.60 hr | 75% | 1 |
| Stacey Thomas | 4 | 0.69 hr | 100% | 0 |
| Damian Armstrong | 3 | 18.63 hr | 33% | 2 |
| Aiden Higgins | 3 | 16.41 hr | 67% | 1 |
| Julie Herbert | 3 | 2.32 hr | 100% | 0 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 112.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301250 | Rachael Parkin | HP ProBook 450 G6 | 2026-08-20 11:43 | 120.64 hr | +112.6 | TAG | Toner replacement |
| 301170 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-02-10 16:10 | 41.49 hr | +33.5 | KB | Voicemail not delivering |
| 301251 | Chloe Dempsey | Apple MacBook Air M2 | 2026-08-21 10:38 | 39.76 hr | +31.8 | KB | Distribution list change |
| 301179 | Daniel Blacker | Dell OptiPlex 3050 | 2026-03-02 10:54 | 39.14 hr | +31.1 | KB | Spoofed email reported |
| 301149 | Damian Armstrong | HP ProBook 450 G6 | 2026-01-02 12:57 | 39.03 hr | +31.0 | TAG | Mailbox delegation |
| 301214 | Barry Ebbs | Dell OptiPlex 3050 | 2026-05-18 11:33 | 31.05 hr | +23.1 | TAG | Handset registration |
| 301246 | Damian Armstrong | HP ProBook 450 G6 | 2026-08-14 13:04 | 11.88 hr | +3.9 | TAG | Report not generating |
| 301205 | Rachael Parkin | Dell OptiPlex 3050 | 2026-04-25 08:10 | 9.96 hr | +2.0 | ML | Voicemail not delivering |
| 301243 | Karen Taylor | Samsung Galaxy S23 | 2026-08-10 17:23 | 9.04 hr | +1.0 | ML | Toner replacement |
| 301245 | Kelly Gregory | Apple iPhone 14 | 2026-08-12 13:29 | 8.85 hr | +0.8 | AB | Retention change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Barry Ebbs | Monitoring / server / security | 6 | 06 Jan 2026 – 21 Apr 2026 |
| Barry Ebbs | Telephony | 5 | 14 Apr 2026 – 17 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 21 Jan 2026 – 02 Jun 2026 |
| Phil Jenkins | Email / Microsoft 365 | 3 | 25 Feb 2026 – 19 Aug 2026 |
| Karen Taylor | Printing | 3 | 19 Mar 2026 – 10 Aug 2026 |
| Karen Taylor | Hardware | 3 | 22 May 2026 – 11 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 02 Jan 2026 – 02 Aug 2026 |
| HP t640 | Monitoring / server / security | 3 | 06 Jan 2026 – 21 May 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 20 Jan 2026 – 06 May 2026 |
| HP ProBook 450 G6 | Hardware | 3 | 27 Feb 2026 – 11 Jun 2026 |
| HP ProBook 450 G6 | Telephony | 3 | 20 Mar 2026 – 18 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
103 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| OXB399-100317 | 21 Aug 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 39.76 hr | 3.9 hr | Missed |
| OXB399-100316 | 20 Aug 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Closed | 120.64 hr | 19.8 hr | Missed |
| OXB399-100315 | 19 Aug 2026 | Service Request | Mailbox delegation Email · KB · Head Office | P1 | Closed | 0.60 hr | 14.1 hr | Met |
| OXB399-100314 | 18 Aug 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P2 | Closed | 1.24 hr | 1.5 days | Met |
| OXB399-100313 | 17 Aug 2026 | Incident | Call quality issue Telephony · ML · Branch | P3 | Closed | 3.16 hr | 22.2 hr | Met |
| OXB399-100312 | 14 Aug 2026 | Incident | Report not generating Line of business app · TAG · Remote | P3 | Resolved | 11.88 hr | 1.5 days | Missed |
| OXB399-100311 | 12 Aug 2026 | Service Request | Retention change Backup · AB · Branch | P3 | Resolved | 8.85 hr | 22.0 hr | Missed |
| OXB399-100310 | 11 Aug 2026 | Incident | Database timeout Line of business app · AB · Head Office | P3 | Resolved | 1.33 hr | 1.2 days | Met |
| OXB399-100309 | 10 Aug 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Closed | 9.04 hr | 1.8 days | Missed |
| OXB399-100308 | 06 Aug 2026 | Quote · excluded | Restore request Backup · AB · Remote | P3 | In Progress | — | — | n/a |
| OXB399-100307 | 04 Aug 2026 | Incident | Replacement keyboard Hardware · KB · Remote | P2 | Resolved | 4.97 hr | 15.2 hr | Met |
| OXB399-100306 | 02 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P4 | Resolved | 0.94 hr | 19.7 hr | Met |
| OXB399-100305 | 01 Aug 2026 | Service Request · excluded | Switch port fault Network · BK · Head Office | P1 | Resolved | — | — | n/a |
| OXB399-100304 | 29 Jul 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| OXB399-100303 | 28 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 0.75 hr | 1.0 days | Met |
| OXB399-100302 | 27 Jul 2026 | Incident · excluded | New starter setup User admin · KB · Branch | P4 | Closed | — | — | n/a |
| OXB399-100301 | 24 Jul 2026 | Incident | Restore request Backup · BK · Head Office | P3 | Resolved | 2.81 hr | 1.5 days | Met |
| OXB399-100300 | 17 Jul 2026 | Service Request | New extension setup Telephony · AB · Head Office | P2 | Closed | 1.86 hr | 0.5 hr | Met |
| OXB399-100299 | 14 Jul 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P4 | Closed | 4.66 hr | 2.5 days | Met |
| OXB399-100298 | 13 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P4 | Resolved | 0.85 hr | 7.2 hr | Met |
| OXB399-100297 | 03 Jul 2026 | Incident | Backup job failed Backup · SE · Head Office | P4 | Closed | 0.77 hr | 2.5 days | Met |
| OXB399-100296 | 01 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P4 | Resolved | — | — | n/a |
| OXB399-100295 | 30 Jun 2026 | Incident · excluded | Switch port fault Network · KB · Head Office | P1 | Closed | — | — | n/a |
| OXB399-100294 | 25 Jun 2026 | Change | Scan to email failing Printing · BK · Remote | P3 | Resolved | 0.38 hr | 1.3 days | Met |
| OXB399-100293 | 23 Jun 2026 | Service Request | New extension setup Telephony · AB · Head Office | P3 | Resolved | 0.92 hr | 2.8 hr | Met |
| OXB399-100292 | 16 Jun 2026 | Incident | Phishing report triage Security · AB · Remote | P4 | Resolved | 0.54 hr | 2.3 days | Met |
| OXB399-100291 | 15 Jun 2026 | Quote · excluded | Database timeout Line of business app · KB · Branch | P3 | Closed | — | — | n/a |
| OXB399-100290 | 12 Jun 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P4 | Closed | 0.21 hr | 14.0 hr | Met |
| OXB399-100289 | 11 Jun 2026 | Service Request | Screen flickering Hardware · BK · Head Office | P2 | Closed | 6.13 hr | 2.6 hr | Met |
| OXB399-100288 | 10 Jun 2026 | Project · excluded | Name change request User admin · AB · Head Office | P2 | Resolved | — | — | n/a |
| OXB399-100287 | 03 Jun 2026 | Service Request | Handset registration Telephony · AB · Remote | P3 | Closed | 0.60 hr | 1.8 days | Met |
| OXB399-100286 | 02 Jun 2026 | Incident | Switch port fault Network · TAG · Branch | P1 | Closed | 1.25 hr | 18.0 hr | Met |
| OXB399-100285 | 01 Jun 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 0.85 hr | 2.2 days | Met |
| OXB399-100284 | 31 May 2026 | Service Request | Slow VPN Network · TAG · Remote | P3 | Resolved | 2.40 hr | 9.7 hr | Met |
| OXB399-100283 | 26 May 2026 | Service Request · excluded | New extension setup Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| OXB399-100282 | 22 May 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 1.42 hr | 14.3 hr | Met |
| OXB399-100281 | 21 May 2026 | Service Request | Endpoint alert investigation Security · BK · Remote | P4 | Resolved | 0.33 hr | 2.1 days | Met |
| OXB399-100280 | 18 May 2026 | Incident | Handset registration Telephony · TAG · Branch | P2 | Closed | 31.05 hr | 1.4 days | Missed |
| OXB399-100279 | 14 May 2026 | Service Request | Laptop will not boot Hardware · KB · Remote | P3 | Resolved | 0.49 hr | 1.3 days | Met |
| OXB399-100278 | 12 May 2026 | Incident · excluded | Replacement keyboard Hardware · SE · Head Office | P2 | Closed | — | — | n/a |
| OXB399-100277 | 08 May 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P3 | Closed | 0.15 hr | 1.1 hr | Met |
| OXB399-100276 | 06 May 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Resolved | 0.77 hr | 2.3 days | Met |
| OXB399-100275 | 01 May 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Resolved | — | — | n/a |
| OXB399-100274 | 30 Apr 2026 | Quote · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| OXB399-100273 | 28 Apr 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | 0.38 hr | 1.8 days | Met |
| OXB399-100272 | 27 Apr 2026 | Incident | Leaver process User admin · AB · Branch | P3 | Closed | 1.40 hr | 2.2 days | Met |
| OXB399-100271 | 25 Apr 2026 | Incident | Voicemail not delivering Telephony · ML · Branch | P3 | Closed | 9.96 hr | 1.5 days | Missed |
| OXB399-100270 | 24 Apr 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 3.10 hr | 5.4 hr | Met |
| OXB399-100269 | 23 Apr 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 0.19 hr | 1.7 days | Met |
| OXB399-100268 | 22 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 1.05 hr | 1.6 days | Met |
| OXB399-100267 | 21 Apr 2026 | Incident | MFA reset Security · SE · Site 2 | P3 | Resolved | 1.57 hr | 1.2 days | Met |
| OXB399-100266 | 20 Apr 2026 | Quote · excluded | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | — | — | n/a |
| OXB399-100265 | 17 Apr 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Remote | P2 | Closed | — | — | n/a |
| OXB399-100264 | 14 Apr 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P1 | Resolved | — | — | n/a |
| OXB399-100263 | 10 Apr 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | 0.20 hr | 22.8 hr | Met |
| OXB399-100262 | 08 Apr 2026 | Project · excluded | Docking station not detected Hardware · SE · Head Office | P2 | Resolved | — | — | n/a |
| OXB399-100261 | 06 Apr 2026 | Quote · excluded | New starter setup User admin · TAG · Head Office | P4 | Closed | — | — | n/a |
| OXB399-100260 | 02 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Closed | 3.88 hr | 2.3 days | Met |
| OXB399-100259 | 01 Apr 2026 | Service Request · excluded | Backup capacity review Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| OXB399-100258 | 31 Mar 2026 | Planned Install · excluded | Suspicious sign-in review Security · AB · Head Office | P1 | Resolved | — | — | n/a |
| OXB399-100257 | 30 Mar 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 0.11 hr | 2.6 hr | Met |
| OXB399-100256 | 27 Mar 2026 | Change | Docking station not detected Hardware · ML · Site 2 | P3 | Closed | 1.67 hr | 13.5 hr | Met |
| OXB399-100255 | 26 Mar 2026 | Incident | MFA reset Security · KB · Branch | P2 | Resolved | 1.47 hr | 1.8 days | Met |
| OXB399-100254 | 25 Mar 2026 | Incident | Docking station not detected Hardware · SE · Branch | P2 | Resolved | 0.21 hr | 11.8 hr | Met |
| OXB399-100253 | 24 Mar 2026 | Project · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| OXB399-100252 | 20 Mar 2026 | Incident | Voicemail not delivering Telephony · AB · Branch | P2 | Closed | 0.98 hr | 6.9 hr | Met |
| OXB399-100251 | 19 Mar 2026 | Incident | Toner replacement Printing · TAG · Branch | P3 | Resolved | 1.24 hr | 13.9 hr | Met |
| OXB399-100250 | 16 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 0.67 hr | 2.0 days | Met |
| OXB399-100249 | 12 Mar 2026 | Service Request | Handset registration Telephony · SE · Branch | P3 | Resolved | 3.67 hr | 8.5 hr | Met |
| OXB399-100248 | 11 Mar 2026 | Incident | Retention change Backup · TAG · Remote | P3 | Closed | 0.23 hr | 1.9 days | Met |
| OXB399-100247 | 10 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 3.62 hr | 1.1 days | Met |
| OXB399-100246 | 05 Mar 2026 | Service Request | Suspicious sign-in review Security · ML · Branch | P2 | Resolved | 3.70 hr | 8.6 hr | Met |
| OXB399-100245 | 02 Mar 2026 | Incident | Spoofed email reported Email · KB · Branch | P4 | Resolved | 39.14 hr | 22.2 hr | Missed |
| OXB399-100244 | 27 Feb 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P1 | Resolved | 3.47 hr | 16.1 hr | Met |
| OXB399-100243 | 25 Feb 2026 | Service Request | Spoofed email reported Email · KB · Branch | P3 | Closed | — | — | n/a |
| OXB399-100242 | 23 Feb 2026 | Quote · excluded | Laptop will not boot Hardware · KB · Branch | P2 | Closed | — | — | n/a |
| OXB399-100241 | 18 Feb 2026 | Incident | Slow VPN Network · SE · Head Office | P3 | Closed | 5.08 hr | 2.4 days | Met |
| OXB399-100240 | 17 Feb 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Closed | 1.49 hr | 2.2 days | Met |
| OXB399-100239 | 16 Feb 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Resolved | 1.38 hr | 15.9 hr | Met |
| OXB399-100238 | 12 Feb 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 2.74 hr | 6.7 hr | Met |
| OXB399-100237 | 11 Feb 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 7.35 hr | 1.5 days | Met |
| OXB399-100236 | 10 Feb 2026 | Incident | Voicemail not delivering Telephony · KB · Branch | P4 | Closed | 41.49 hr | 23.8 hr | Missed |
| OXB399-100235 | 09 Feb 2026 | Incident | Distribution list change Email · AB · Head Office | P4 | Closed | 1.07 hr | 1.9 days | Met |
| OXB399-100234 | 06 Feb 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Closed | 0.15 hr | 5.5 hr | Met |
| OXB399-100233 | 05 Feb 2026 | Incident · excluded | Site offline Network · TAG · Remote | P3 | Closed | — | — | n/a |
| OXB399-100232 | 04 Feb 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 0.75 hr | 2.4 days | Met |
| OXB399-100231 | 02 Feb 2026 | Change | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 0.10 hr | 12.5 hr | Met |
| OXB399-100230 | 30 Jan 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 1.33 hr | 18.1 hr | Met |
| OXB399-100229 | 29 Jan 2026 | Service Request | Endpoint alert investigation Security · ML · Branch | P4 | Closed | 3.27 hr | 2.0 days | Met |
| OXB399-100228 | 27 Jan 2026 | Incident · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| OXB399-100227 | 26 Jan 2026 | Incident | Database timeout Line of business app · BK · Head Office | P3 | Closed | 7.71 hr | 1.3 days | Met |
| OXB399-100226 | 23 Jan 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 4.03 hr | 1.5 days | Met |
| OXB399-100225 | 21 Jan 2026 | Service Request | Endpoint alert investigation Security · AB · Remote | P1 | Closed | 1.01 hr | 0.3 hr | Met |
| OXB399-100224 | 20 Jan 2026 | Service Request | Slow VPN Network · SE · Head Office | P3 | Resolved | 1.45 hr | 6.2 hr | Met |
| OXB399-100223 | 19 Jan 2026 | Service Request | MFA reset Security · TAG · Remote | P4 | Closed | 1.45 hr | 5.3 hr | Met |
| OXB399-100222 | 14 Jan 2026 | Change | Suspicious sign-in review Security · AB · Head Office | P4 | Closed | 0.68 hr | 1.8 days | Met |
| OXB399-100221 | 13 Jan 2026 | Incident | New extension setup Telephony · TAG · Head Office | P2 | Resolved | 0.78 hr | 1.6 days | Met |
| OXB399-100220 | 09 Jan 2026 | Service Request | Mailbox delegation Email · AB · Branch | P4 | Resolved | 1.02 hr | 2.1 days | Met |
| OXB399-100219 | 08 Jan 2026 | Service Request | Suspicious sign-in review Security · BK · Branch | P3 | Closed | 2.96 hr | 15.4 hr | Met |
| OXB399-100218 | 07 Jan 2026 | Change · excluded | New printer driver rollout Printing · KB · Branch | P2 | Resolved | — | — | n/a |
| OXB399-100217 | 06 Jan 2026 | Incident | Endpoint alert investigation Security · TAG · Remote | P3 | Closed | 2.05 hr | 15.8 hr | Met |
| OXB399-100216 | 05 Jan 2026 | Project · excluded | Screen flickering Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| OXB399-100215 | 02 Jan 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 39.03 hr | 17.4 hr | 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.