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Padgate Architects Ltd

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padgatearchitects.co.uk · Architecture · Account manager Rachel Byrne · Padgate Holdings (site of 4)

Microsoft 365Healthy2 days agoSupport & assets (SQL)Healthy13 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 6 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

19 eligible records in this year
Average first response
3.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.2%
2 call(s) over the 8-hour target
First-time fix
84.2%
Where the source records the field

Volume

Contract calls
19
25 calls logged in the period
Off contract
5
£842.25 chargeable
Open / closed
0 / 25
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

19
records
  • Telephony5
  • Printing3
  • Network3
  • Hardware2
  • Line of business app2
  • Backup2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026193.58 hr88.2%26

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Anne-Marie Cable40.98 hr100%0
Kelly Gregory33.50 hr67%1
Chloe Dempsey22.96 hr100%0
Julie Herbert21.29 hr100%0
(Not recorded)23.43 hr100%0
Stacey Thomas21.11 hr100%0
Phil Jenkins10.65 hr100%0
Daniel Blacker11.45 hr100%0
Barry Ebbs128.17 hr0%1
Rachael Parkin10.92 hr100%0

2 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 20.2 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
307227Barry EbbsSamsung Galaxy S232026-04-13 10:4228.17 hr+20.2MLHandset registration
307223Kelly GregoryDell OptiPlex 70102026-03-18 10:528.72 hr+0.7MLDistribution list change

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

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

25 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
PAD268-10007406 Aug 2026IncidentSite offline
Network · KB · Head Office
P2Resolved1.97 hr2.2 daysMet
PAD268-10007324 Jul 2026IncidentLaptop will not boot
Hardware · KB · Head Office
P3Closed1.29 hr1.3 daysMet
PAD268-10007210 Jul 2026IncidentSite offline
Network · KB · Head Office
P3Closed——n/a
PAD268-10007118 Jun 2026Planned Install · excludedSuspicious sign-in review
Security · ML · Site 2
P3Closed——n/a
PAD268-10007008 Jun 2026Service RequestSlow VPN
Network · KB · Branch
P3Closed0.85 hr1.2 daysMet
PAD268-10006926 May 2026ChangeRetention change
Backup · BK · Remote
P3Closed0.25 hr2.3 daysMet
PAD268-10006825 May 2026Service Request · excludedSuspicious sign-in review
Security · KB · Head Office
P3Closed——n/a
PAD268-10006721 May 2026ChangeMFA reset
Security · ML · Head Office
P3Closed0.92 hr22.4 hrMet
PAD268-10006620 May 2026IncidentRetention change
Backup · BK · Head Office
P2Closed1.43 hr0.5 hrMet
PAD268-10006504 May 2026Incident · excludedWi-Fi dropouts in warehouse
Network · BK · Remote
P2Closed——n/a
PAD268-10006427 Apr 2026Service RequestVoicemail not delivering
Telephony · AB · Head Office
P2Resolved0.94 hr15.6 hrMet
PAD268-10006322 Apr 2026ChangeNew extension setup
Telephony · BK · Head Office
P3Resolved1.70 hr18.6 hrMet
PAD268-10006221 Apr 2026Incident · excludedCall quality issue
Telephony · BK · Head Office
P3Closed——n/a
PAD268-10006116 Apr 2026IncidentVoicemail not delivering
Telephony · BK · Head Office
P4Resolved0.89 hr1.7 daysMet
PAD268-10006013 Apr 2026IncidentHandset registration
Telephony · ML · Remote
P3Resolved28.17 hr6.0 hrMissed
PAD268-10005904 Apr 2026IncidentDatabase timeout
Line of business app · AB · Head Office
P3Closed1.45 hr2.0 daysMet
PAD268-10005801 Apr 2026Service RequestNew printer driver rollout
Printing · SE · Head Office
P3Resolved0.61 hr1.2 daysMet
PAD268-10005726 Mar 2026Service RequestPrinter offline
Printing · AB · Head Office
P4Closed0.65 hr2.1 daysMet
PAD268-10005618 Mar 2026Service RequestDistribution list change
Email · ML · Head Office
P3Resolved8.72 hr15.8 hrMissed
PAD268-10005512 Feb 2026IncidentPrinter offline
Printing · AB · Head Office
P2Closed5.15 hr1.3 daysMet
PAD268-10005409 Feb 2026IncidentDatabase timeout
Line of business app · AB · Head Office
P3Closed4.43 hr2.1 daysMet
PAD268-10005313 Jan 2026IncidentNew extension setup
Telephony · ML · Head Office
P3Closed——n/a
PAD268-10005209 Jan 2026Incident · excludedSite offline
Network · BK · Branch
P3Resolved——n/a
PAD268-10005106 Jan 2026Incident · excludedRetention change
Backup · BK · Head Office
P4Closed——n/a
PAD268-10005001 Jan 2026IncidentReplacement keyboard
Hardware · AB · Remote
P2Resolved1.49 hr6.9 hrMet
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.