SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 77 records in this selection sit outside that — quotes, projects and planned installs, plus 31 calls billed time and materials. They stay visible for volume context.
Service performance
210 eligible records in this yearAverage first response
4.5 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
89.7%
21 call(s) over the 8-hour target
First-time fix
68.4%
Where the source records the field
Volume
Contract calls
210
287 calls logged in the period
Off contract
31
£10,601.25 chargeable
Open / closed
9 / 278
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
210
records
- Microsoft 36527
- User admin26
- Hardware25
- Line of business app24
- Printing22
- Network20
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 210 | 4.46 hr | 89.7% | 21 | 77 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| (Not recorded) | 29 | 7.87 hr | 83% | 5 |
| Stacey Thomas | 26 | 2.05 hr | 96% | 1 |
| Karen Taylor | 25 | 3.86 hr | 79% | 5 |
| Anne-Marie Cable | 22 | 4.01 hr | 90% | 2 |
| Daniel Blacker | 16 | 2.28 hr | 94% | 1 |
| Kelly Gregory | 16 | 4.35 hr | 93% | 1 |
| Barry Ebbs | 15 | 2.27 hr | 93% | 1 |
| Chloe Dempsey | 12 | 2.34 hr | 100% | 0 |
| Aiden Higgins | 12 | 2.01 hr | 100% | 0 |
| Julie Herbert | 12 | 4.68 hr | 91% | 1 |
| Phil Jenkins | 9 | 2.73 hr | 89% | 1 |
| Damian Armstrong | 8 | 2.96 hr | 88% | 1 |
21 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 130.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302853 | Rachael Parkin | Dell Latitude 7420 | 2026-01-26 13:44 | 138.74 hr | +130.7 | AB | Report not generating |
| 302957 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-04-20 09:01 | 46.82 hr | +38.8 | ML | Printer offline |
| 302831 | (Not recorded) | Dell Latitude 5440 | 2026-01-07 08:51 | 46.16 hr | +38.2 | SE | New starter setup |
| 302953 | (Not recorded) | Dell Latitude 7420 | 2026-04-16 08:03 | 44.35 hr | +36.4 | ML | Distribution list change |
| 302964 | Julie Herbert | Dell Latitude 7420 | 2026-04-28 11:29 | 39.91 hr | +31.9 | ML | Report not generating |
| 302929 | (Not recorded) | Dell OptiPlex 3050 | 2026-03-25 15:11 | 32.95 hr | +24.9 | SE | Backup capacity review |
| 303040 | Karen Taylor | Samsung Galaxy S23 | 2026-07-04 17:44 | 28.78 hr | +20.8 | ML | Scan to email failing |
| 302958 | Anne-Marie Cable | Dell Latitude 5440 | 2026-04-21 10:21 | 25.51 hr | +17.5 | ML | Report not generating |
| 303012 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-06-10 11:34 | 23.98 hr | +16.0 | ML | Restore request |
| 302960 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-04-23 10:42 | 20.17 hr | +12.2 | SE | Permission change |
| 302950 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-04-15 12:25 | 17.18 hr | +9.2 | ML | Teams sign-in loop |
| 303064 | Phil Jenkins | Dell Latitude E7470 | 2026-07-21 15:45 | 13.33 hr | +5.3 | TAG | Replacement keyboard |
| 303069 | Karen Taylor | HP ProBook 450 G6 | 2026-07-24 17:32 | 11.19 hr | +3.2 | BK | Printer offline |
| 302947 | (Not recorded) | Apple MacBook Air M2 | 2026-04-09 14:17 | 11.05 hr | +3.0 | TAG | Report not generating |
| 302842 | Barry Ebbs | Apple MacBook Air M2 | 2026-01-16 16:37 | 10.77 hr | +2.8 | KB | Restore request |
| 302890 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-02-25 12:22 | 10.61 hr | +2.6 | TAG | New starter setup |
| 302979 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-05-11 16:38 | 9.88 hr | +1.9 | KB | Leaver process |
| 303105 | Karen Taylor | HP EliteBook 840 G9 | 2026-08-22 14:19 | 9.61 hr | +1.6 | SE | Toner replacement |
| 302993 | Karen Taylor | Lenovo ThinkPad T14 | 2026-05-21 13:04 | 9.41 hr | +1.4 | ML | New starter setup |
| 302835 | Daniel Blacker | Ruckus R550 | 2026-01-12 13:12 | 9.38 hr | +1.4 | SE | Licence renewal |
| 302998 | Karen Taylor | Dell Latitude E7470 | 2026-05-27 17:44 | 8.22 hr | +0.2 | ML | New extension setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| (Not recorded) | User administration | 7 | 07 Jan 2026 – 07 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 7 | 29 Jan 2026 – 08 Jul 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 7 | 11 Feb 2026 – 30 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 6 | 16 Jan 2026 – 15 Jul 2026 |
| (Not recorded) | Monitoring / server / security | 6 | 17 Feb 2026 – 15 Jul 2026 |
| (Not recorded) | Email / Microsoft 365 | 6 | 25 Mar 2026 – 17 Aug 2026 |
| Stacey Thomas | Printing | 5 | 14 Jan 2026 – 21 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 5 | 23 Jan 2026 – 09 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell PowerEdge R640 | Email / Microsoft 365 | 6 | 29 Jan 2026 – 30 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 6 | 13 Feb 2026 – 21 Aug 2026 |
| Dell Latitude 5440 | User administration | 5 | 01 Jan 2026 – 28 Jul 2026 |
| Dell Latitude 5440 | Printing | 5 | 14 Jan 2026 – 21 Aug 2026 |
| Dell Latitude 5440 | Telephony | 5 | 30 Jan 2026 – 31 Jul 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 5 | 12 Jun 2026 – 18 Aug 2026 |
| Samsung Galaxy A54 | Email / Microsoft 365 | 4 | 02 Jan 2026 – 27 Jul 2026 |
| Lenovo ThinkCentre M70q | Backup / restore | 4 | 20 Jan 2026 – 10 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
287 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PAD259-100881 | 25 Aug 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | In Progress | — | — | n/a |
| PAD259-100880 | 24 Aug 2026 | Incident | Database timeout Line of business app · ML · Branch | P4 | Closed | 0.35 hr | 21.1 hr | Met |
| PAD259-100879 | 22 Aug 2026 | Change | Toner replacement Printing · SE · Head Office | P4 | Closed | 9.61 hr | 12.2 hr | Missed |
| PAD259-100878 | 21 Aug 2026 | Incident | New printer driver rollout Printing · SE · Branch | P3 | Closed | 1.00 hr | 2.2 days | Met |
| PAD259-100877 | 21 Aug 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | In Progress | — | — | n/a |
| PAD259-100876 | 21 Aug 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P3 | Closed | 0.20 hr | 11.2 hr | Met |
| PAD259-100875 | 20 Aug 2026 | Change | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 1.20 hr | 2.4 days | Met |
| PAD259-100874 | 19 Aug 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P3 | Closed | 0.79 hr | 19.7 hr | Met |
| PAD259-100873 | 18 Aug 2026 | Change | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Resolved | 0.33 hr | 2.3 days | Met |
| PAD259-100872 | 17 Aug 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 0.70 hr | 2.3 days | Met |
| PAD259-100871 | 17 Aug 2026 | Change | Distribution list change Email · AB · Head Office | P3 | Closed | 1.15 hr | 22.0 hr | Met |
| PAD259-100870 | 14 Aug 2026 | Incident | Backup job failed Backup · SE · Branch | P1 | Closed | 5.50 hr | 6.4 hr | Met |
| PAD259-100869 | 13 Aug 2026 | Incident · excluded | Leaver process User admin · AB · Head Office | P4 | Resolved | — | — | n/a |
| PAD259-100868 | 13 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Resolved | 0.57 hr | 1.6 days | Met |
| PAD259-100867 | 12 Aug 2026 | Change | Endpoint alert investigation Security · KB · Head Office | P4 | Resolved | 0.12 hr | 18.1 hr | Met |
| PAD259-100866 | 12 Aug 2026 | Incident | Retention change Backup · ML · Remote | P3 | Closed | 0.58 hr | 1.8 days | Met |
| PAD259-100865 | 11 Aug 2026 | Quote · excluded | Retention change Backup · SE · Remote | P3 | In Progress | — | — | n/a |
| PAD259-100864 | 10 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Branch | P3 | Resolved | 1.81 hr | 1.4 days | Met |
| PAD259-100863 | 10 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 3.06 hr | 1.1 days | Met |
| PAD259-100862 | 07 Aug 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 0.55 hr | 1.2 days | Met |
| PAD259-100861 | 07 Aug 2026 | Incident | New starter setup User admin · SE · Head Office | P4 | Closed | 0.95 hr | 1.6 days | Met |
| PAD259-100860 | 06 Aug 2026 | Quote · excluded | Docking station not detected Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100859 | 06 Aug 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Closed | 1.22 hr | 1.5 days | Met |
| PAD259-100858 | 05 Aug 2026 | Incident | Site offline Network · KB · Head Office | P1 | Closed | 0.36 hr | 10.2 hr | Met |
| PAD259-100857 | 04 Aug 2026 | Project · excluded | Site offline Network · KB · Remote | P4 | Closed | — | — | n/a |
| PAD259-100856 | 04 Aug 2026 | Service Request · excluded | Permission change User admin · SE · Branch | P3 | Closed | — | — | n/a |
| PAD259-100855 | 03 Aug 2026 | Planned Install · excluded | Replacement keyboard Hardware · KB · Remote | P3 | Closed | — | — | n/a |
| PAD259-100854 | 03 Aug 2026 | Change | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 0.85 hr | 1.7 days | Met |
| PAD259-100853 | 31 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Resolved | 0.35 hr | 9.4 hr | Met |
| PAD259-100852 | 31 Jul 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Closed | 5.51 hr | 19.7 hr | Met |
| PAD259-100851 | 30 Jul 2026 | Incident | New starter setup User admin · SE · Head Office | P2 | Resolved | 0.95 hr | 1.8 days | Met |
| PAD259-100850 | 30 Jul 2026 | Change | Distribution list change Email · TAG · Branch | P3 | Closed | 0.74 hr | 1.2 days | Met |
| PAD259-100849 | 29 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Resolved | 5.27 hr | 1.4 days | Met |
| PAD259-100848 | 29 Jul 2026 | Quote · excluded | Name change request User admin · TAG · Head Office | P3 | Open | — | — | n/a |
| PAD259-100847 | 28 Jul 2026 | Planned Install · excluded | Printer offline Printing · BK · Branch | P4 | Open | — | — | n/a |
| PAD259-100846 | 28 Jul 2026 | Incident | New starter setup User admin · BK · Branch | P2 | Closed | 7.78 hr | 1.8 days | Met |
| PAD259-100845 | 27 Jul 2026 | Incident · excluded | New starter setup User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| PAD259-100844 | 27 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 0.89 hr | 8.5 hr | Met |
| PAD259-100843 | 24 Jul 2026 | Service Request | Printer offline Printing · BK · Head Office | P2 | Closed | 11.19 hr | 1.9 hr | Missed |
| PAD259-100842 | 23 Jul 2026 | Incident | Restore request Backup · SE · Head Office | P3 | Resolved | 0.98 hr | 19.4 hr | Met |
| PAD259-100841 | 22 Jul 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Closed | 0.12 hr | 2.5 days | Met |
| PAD259-100840 | 22 Jul 2026 | Change | New printer driver rollout Printing · TAG · Head Office | P4 | Resolved | 1.20 hr | 1.9 days | Met |
| PAD259-100839 | 21 Jul 2026 | Incident · excluded | Leaver process User admin · ML · Head Office | P4 | Closed | — | — | n/a |
| PAD259-100838 | 21 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | 13.33 hr | 2.4 days | Missed |
| PAD259-100837 | 20 Jul 2026 | Incident | Handset registration Telephony · SE · Remote | P4 | Closed | 7.99 hr | 1.6 days | Met |
| PAD259-100836 | 20 Jul 2026 | Quote · excluded | Permission change User admin · AB · Head Office | P4 | Open | — | — | n/a |
| PAD259-100835 | 17 Jul 2026 | Service Request | Site offline Network · SE · Remote | P2 | Closed | — | — | n/a |
| PAD259-100834 | 16 Jul 2026 | Planned Install · excluded | Call quality issue Telephony · KB · Head Office | P4 | In Progress | — | — | n/a |
| PAD259-100833 | 16 Jul 2026 | Quote · excluded | New extension setup Telephony · BK · Remote | P3 | In Progress | — | — | n/a |
| PAD259-100832 | 16 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| PAD259-100831 | 15 Jul 2026 | Change | Phishing report triage Security · KB · Remote | P2 | Closed | 5.55 hr | 1.7 days | Met |
| PAD259-100830 | 15 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Closed | 4.46 hr | 1.1 days | Met |
| PAD259-100829 | 14 Jul 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | 0.54 hr | 20.1 hr | Met |
| PAD259-100828 | 13 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P2 | Resolved | 0.39 hr | 1.2 days | Met |
| PAD259-100827 | 13 Jul 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Closed | 0.05 hr | 1.8 days | Met |
| PAD259-100826 | 12 Jul 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Open | — | — | n/a |
| PAD259-100825 | 12 Jul 2026 | Quote · excluded | Handset registration Telephony · TAG · Site 2 | P3 | Closed | — | — | n/a |
| PAD259-100824 | 12 Jul 2026 | Incident | Restore request Backup · KB · Head Office | P4 | Closed | 2.45 hr | 1.5 days | Met |
| PAD259-100823 | 10 Jul 2026 | Incident | Slow VPN Network · KB · Head Office | P2 | Resolved | 5.22 hr | 1.9 days | Met |
| PAD259-100822 | 10 Jul 2026 | Quote · excluded | New extension setup Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| PAD259-100821 | 10 Jul 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | 1.13 hr | 1.5 days | Met |
| PAD259-100820 | 09 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P4 | Resolved | 0.21 hr | 1.5 days | Met |
| PAD259-100819 | 09 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 0.71 hr | 1.0 days | Met |
| PAD259-100818 | 08 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Resolved | 0.06 hr | 1.0 days | Met |
| PAD259-100817 | 07 Jul 2026 | Incident · excluded | Site offline Network · TAG · Branch | P4 | Resolved | — | — | n/a |
| PAD259-100816 | 07 Jul 2026 | Project · excluded | Name change request User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100815 | 06 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100814 | 04 Jul 2026 | Change | Scan to email failing Printing · ML · Remote | P2 | Closed | 28.78 hr | 20.7 hr | Missed |
| PAD259-100813 | 04 Jul 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Resolved | 4.72 hr | 15.0 hr | Met |
| PAD259-100812 | 04 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | 1.01 hr | 1.3 days | Met |
| PAD259-100811 | 03 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Resolved | 0.68 hr | 1.1 days | Met |
| PAD259-100810 | 03 Jul 2026 | Change · excluded | Leaver process User admin · BK · Branch | P4 | Resolved | — | — | n/a |
| PAD259-100809 | 02 Jul 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P2 | Closed | 0.53 hr | 13.3 hr | Met |
| PAD259-100808 | 02 Jul 2026 | Service Request | Handset registration Telephony · BK · Remote | P4 | Closed | 0.75 hr | 2.3 days | Met |
| PAD259-100807 | 02 Jul 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Closed | 1.22 hr | 12.0 hr | Met |
| PAD259-100806 | 01 Jul 2026 | Project · excluded | Distribution list change Email · AB · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100805 | 30 Jun 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| PAD259-100804 | 30 Jun 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100803 | 29 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P4 | Resolved | 0.51 hr | 1.7 days | Met |
| PAD259-100802 | 25 Jun 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P4 | Closed | 0.08 hr | 10.1 hr | Met |
| PAD259-100801 | 25 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Closed | 1.21 hr | 1.8 days | Met |
| PAD259-100800 | 24 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Branch | P2 | Closed | 1.22 hr | 2.3 days | Met |
| PAD259-100799 | 24 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Closed | 2.78 hr | 1.5 days | Met |
| PAD259-100798 | 22 Jun 2026 | Project · excluded | Name change request User admin · AB · Branch | P3 | Closed | — | — | n/a |
| PAD259-100797 | 21 Jun 2026 | Change | Phishing report triage Security · AB · Remote | P4 | Resolved | 0.99 hr | 1.6 days | Met |
| PAD259-100796 | 19 Jun 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 1.08 hr | 1.2 days | Met |
| PAD259-100795 | 19 Jun 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Resolved | 1.00 hr | 6.0 hr | Met |
| PAD259-100794 | 18 Jun 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 2.71 hr | 1.8 days | Met |
| PAD259-100793 | 18 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 2.69 hr | 0.8 hr | Met |
| PAD259-100792 | 17 Jun 2026 | Incident | Toner replacement Printing · ML · Head Office | P4 | Closed | 0.46 hr | 20.2 hr | Met |
| PAD259-100791 | 16 Jun 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Closed | 0.13 hr | 2.7 hr | Met |
| PAD259-100790 | 16 Jun 2026 | Service Request | Report not generating Line of business app · TAG · Site 2 | P2 | Closed | 0.42 hr | 1.5 days | Met |
| PAD259-100789 | 12 Jun 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Closed | 1.12 hr | 1.4 hr | Met |
| PAD259-100788 | 12 Jun 2026 | Project · excluded | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100787 | 11 Jun 2026 | Incident | Phishing report triage Security · SE · Head Office | P2 | Closed | 5.36 hr | 1.4 days | Met |
| PAD259-100786 | 10 Jun 2026 | Service Request | Restore request Backup · ML · Head Office | P3 | Resolved | 23.98 hr | 2.2 days | Missed |
| PAD259-100785 | 10 Jun 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P1 | Closed | 0.46 hr | 10.3 hr | Met |
| PAD259-100784 | 09 Jun 2026 | Service Request | Backup job failed Backup · SE · Head Office | P2 | Resolved | 0.20 hr | 1.6 days | Met |
| PAD259-100783 | 08 Jun 2026 | Incident · excluded | Permission change User admin · BK · Branch | P4 | Closed | — | — | n/a |
| PAD259-100782 | 05 Jun 2026 | Incident | Backup job failed Backup · AB · Remote | P3 | Closed | 0.47 hr | 22.7 hr | Met |
| PAD259-100781 | 05 Jun 2026 | Incident | Site offline Network · ML · Remote | P3 | Closed | 1.99 hr | 2.0 days | Met |
| PAD259-100780 | 04 Jun 2026 | Incident | Scan to email failing Printing · AB · Head Office | P4 | Closed | 6.39 hr | 7.4 hr | Met |
| PAD259-100779 | 03 Jun 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P3 | Resolved | 1.22 hr | 1.8 days | Met |
| PAD259-100778 | 02 Jun 2026 | Service Request | Toner replacement Printing · SE · Head Office | P2 | Closed | 1.14 hr | 1.6 days | Met |
| PAD259-100777 | 02 Jun 2026 | Service Request · excluded | Distribution list change Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| PAD259-100776 | 01 Jun 2026 | Service Request | Switch port fault Network · KB · Head Office | P2 | Resolved | 0.95 hr | 1.7 days | Met |
| PAD259-100775 | 29 May 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P3 | Resolved | 4.75 hr | 19.5 hr | Met |
| PAD259-100774 | 28 May 2026 | Incident · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100773 | 27 May 2026 | Incident | Retention change Backup · AB · Head Office | P2 | Closed | 0.49 hr | 21.0 hr | Met |
| PAD259-100772 | 27 May 2026 | Incident | New extension setup Telephony · ML · Branch | P3 | Closed | 8.22 hr | 0.4 hr | Missed |
| PAD259-100771 | 26 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 4.71 hr | 8.7 hr | Met |
| PAD259-100770 | 26 May 2026 | Change | Toner replacement Printing · AB · Head Office | P4 | Closed | 0.40 hr | 1.5 days | Met |
| PAD259-100769 | 25 May 2026 | Change · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| PAD259-100768 | 22 May 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · KB · Remote | P4 | Closed | — | — | n/a |
| PAD259-100767 | 21 May 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Closed | 9.41 hr | 7.7 hr | Missed |
| PAD259-100766 | 21 May 2026 | Change | Mailbox delegation Email · AB · Remote | P4 | Resolved | 1.22 hr | 7.2 hr | Met |
| PAD259-100765 | 21 May 2026 | Service Request | Leaver process User admin · SE · Head Office | P2 | Closed | 0.20 hr | 1.5 hr | Met |
| PAD259-100764 | 20 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 0.97 hr | 11.5 hr | Met |
| PAD259-100763 | 19 May 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P2 | Closed | 2.65 hr | 6.5 hr | Met |
| PAD259-100762 | 19 May 2026 | Incident | Printer offline Printing · KB · Head Office | P2 | Closed | 5.11 hr | 1.8 days | Met |
| PAD259-100761 | 18 May 2026 | Incident | Name change request User admin · AB · Head Office | P2 | Closed | 5.57 hr | 8.4 hr | Met |
| PAD259-100760 | 18 May 2026 | Incident | Name change request User admin · ML · Branch | P4 | Closed | 0.33 hr | 17.4 hr | Met |
| PAD259-100759 | 15 May 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 1.81 hr | 11.7 hr | Met |
| PAD259-100758 | 14 May 2026 | Project · excluded | Toner replacement Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| PAD259-100757 | 14 May 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Closed | 5.81 hr | 19.1 hr | Met |
| PAD259-100756 | 13 May 2026 | Service Request | Docking station not detected Hardware · TAG · Remote | P4 | Resolved | 0.56 hr | 1.1 days | Met |
| PAD259-100755 | 13 May 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P4 | Resolved | 3.85 hr | 2.5 days | Met |
| PAD259-100754 | 12 May 2026 | Change | Laptop will not boot Hardware · BK · Branch | P4 | Closed | 7.46 hr | 9.9 hr | Met |
| PAD259-100753 | 11 May 2026 | Change | Leaver process User admin · KB · Head Office | P3 | Closed | 9.88 hr | 1.6 days | Missed |
| PAD259-100752 | 11 May 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Closed | 0.41 hr | 1.3 days | Met |
| PAD259-100751 | 08 May 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | 4.69 hr | 19.7 hr | Met |
| PAD259-100750 | 08 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Site 2 | P3 | Closed | — | — | n/a |
| PAD259-100749 | 08 May 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Closed | 1.39 hr | 2.7 hr | Met |
| PAD259-100748 | 07 May 2026 | Incident | Permission change User admin · AB · Branch | P3 | Resolved | 0.33 hr | 17.2 hr | Met |
| PAD259-100747 | 07 May 2026 | Incident · excluded | Mailbox delegation Email · BK · Remote | P4 | Resolved | — | — | n/a |
| PAD259-100746 | 06 May 2026 | Service Request · excluded | Leaver process User admin · TAG · Head Office | P3 | Resolved | — | — | n/a |
| PAD259-100745 | 05 May 2026 | Incident | Report not generating Line of business app · ML · Branch | P3 | Closed | 1.32 hr | 1.1 days | Met |
| PAD259-100744 | 04 May 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| PAD259-100743 | 04 May 2026 | Service Request · excluded | Handset registration Telephony · SE · Remote | P4 | Resolved | — | — | n/a |
| PAD259-100742 | 01 May 2026 | Service Request | Leaver process User admin · ML · Head Office | P4 | Closed | 0.74 hr | 2.2 days | Met |
| PAD259-100741 | 30 Apr 2026 | Change · excluded | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| PAD259-100740 | 29 Apr 2026 | Incident | Backup job failed Backup · KB · Remote | P3 | Closed | 1.13 hr | 1.9 hr | Met |
| PAD259-100739 | 29 Apr 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 1.11 hr | 2.3 days | Met |
| PAD259-100738 | 28 Apr 2026 | Service Request | Report not generating Line of business app · ML · Remote | P1 | Resolved | 39.91 hr | 10.0 hr | Missed |
| PAD259-100737 | 27 Apr 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P4 | Resolved | — | — | n/a |
| PAD259-100736 | 24 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 2.21 hr | 8.5 hr | Met |
| PAD259-100735 | 24 Apr 2026 | Quote · excluded | Scan to email failing Printing · TAG · Branch | P4 | Closed | — | — | n/a |
| PAD259-100734 | 23 Apr 2026 | Incident | Permission change User admin · SE · Branch | P2 | Resolved | 20.17 hr | 1.0 days | Missed |
| PAD259-100733 | 22 Apr 2026 | Service Request · excluded | Name change request User admin · KB · Branch | P2 | Resolved | — | — | n/a |
| PAD259-100732 | 21 Apr 2026 | Incident | Report not generating Line of business app · ML · Head Office | P2 | Closed | 25.51 hr | 2.4 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.