SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 151 records in this selection sit outside that — quotes, projects and planned installs, plus 68 calls billed time and materials. They stay visible for volume context.
Service performance
424 eligible records in this yearAverage first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.6%
51 call(s) over the 8-hour target
First-time fix
72.3%
Where the source records the field
Volume
Contract calls
424
575 calls logged in the period
Off contract
68
£20,706.75 chargeable
Open / closed
9 / 566
Across the selected period
Data-quality gaps
14
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
424
records
- User admin49
- Backup48
- Microsoft 36546
- Hardware45
- Email45
- Printing42
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 424 | 4.68 hr | 87.6% | 51 | 151 |
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 | 58 | 6.62 hr | 84% | 9 |
| Anne-Marie Cable | 55 | 2.74 hr | 92% | 4 |
| Stacey Thomas | 48 | 3.58 hr | 89% | 5 |
| Barry Ebbs | 43 | 5.50 hr | 86% | 6 |
| Aiden Higgins | 33 | 5.37 hr | 88% | 4 |
| Kelly Gregory | 31 | 6.43 hr | 79% | 6 |
| Damian Armstrong | 30 | 2.42 hr | 90% | 3 |
| (Not recorded) | 29 | 4.34 hr | 93% | 2 |
| Chloe Dempsey | 27 | 1.54 hr | 96% | 1 |
| Rachael Parkin | 22 | 7.99 hr | 86% | 3 |
| Phil Jenkins | 18 | 3.24 hr | 89% | 2 |
| Daniel Blacker | 16 | 5.37 hr | 88% | 2 |
51 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 85.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305100 | Aiden Higgins | HP ProDesk 400 G7 | 2026-08-19 17:17 | 93.44 hr | +85.4 | ML | Teams sign-in loop |
| 304839 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-04-29 15:35 | 86.25 hr | +78.3 | TAG | SharePoint permission request |
| 305045 | Karen Taylor | Apple MacBook Pro 14 | 2026-07-27 09:58 | 85.06 hr | +77.1 | SE | Licence renewal |
| 304977 | Karen Taylor | Dell Latitude E7470 | 2026-06-25 16:26 | 55.11 hr | +47.1 | TAG | Retention change |
| 304718 | Barry Ebbs | HP EliteBook 840 G9 | 2026-03-09 11:21 | 47.81 hr | +39.8 | BK | Slow VPN |
| 304917 | Kelly Gregory | HP ProDesk 400 G7 | 2026-05-27 14:59 | 43.70 hr | +35.7 | AB | New extension setup |
| 304619 | (Not recorded) | Dell OptiPlex 3050 | 2026-01-29 12:35 | 39.79 hr | +31.8 | ML | Call quality issue |
| 304854 | Barry Ebbs | Dell Latitude 7420 | 2026-05-05 17:37 | 36.48 hr | +28.5 | ML | Report not generating |
| 304727 | Daniel Blacker | Apple MacBook Air M2 | 2026-03-12 11:59 | 35.93 hr | +27.9 | SE | Retention change |
| 305026 | Karen Taylor | Dell OptiPlex 3050 | 2026-07-17 13:36 | 35.70 hr | +27.7 | SE | Teams sign-in loop |
| 304569 | Kelly Gregory | Apple MacBook Pro 14 | 2026-01-13 15:25 | 34.30 hr | +26.3 | KB | Outlook not syncing |
| 305048 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-07-28 15:16 | 31.63 hr | +23.6 | KB | Replacement keyboard |
| 304844 | (Not recorded) | HP ProBook 450 G6 | 2026-05-01 15:00 | 31.45 hr | +23.4 | AB | Name change request |
| 304816 | Kelly Gregory | Apple MacBook Air M2 | 2026-04-17 11:06 | 30.97 hr | +23.0 | ML | Switch port fault |
| 304759 | Anne-Marie Cable | Dell Latitude 5440 | 2026-03-27 14:43 | 30.92 hr | +22.9 | SE | Screen flickering |
| 305023 | Stacey Thomas | Dell OptiPlex 3050 | 2026-07-16 11:00 | 30.07 hr | +22.1 | BK | Backup job failed |
| 304849 | Karen Taylor | Dell Latitude E7470 | 2026-05-03 10:37 | 29.81 hr | +21.8 | ML | Slow VPN |
| 304625 | Barry Ebbs | Dell OptiPlex 7010 | 2026-01-30 12:46 | 28.09 hr | +20.1 | SE | Printer offline |
| 304908 | Karen Taylor | HP EliteBook 840 G9 | 2026-05-25 10:07 | 26.85 hr | +18.9 | SE | Replacement keyboard |
| 304821 | Julie Herbert | HP EliteBook 840 G9 | 2026-04-21 08:50 | 24.77 hr | +16.8 | TAG | Spoofed email reported |
| 304609 | Julie Herbert | HP ProBook 450 G6 | 2026-01-27 17:12 | 24.71 hr | +16.7 | TAG | Phishing report triage |
| 304807 | Aiden Higgins | Apple MacBook Pro 14 | 2026-04-15 17:53 | 23.64 hr | +15.6 | ML | Database timeout |
| 304808 | Julie Herbert | HP ProDesk 400 G7 | 2026-04-15 09:58 | 23.64 hr | +15.6 | AB | Leaver process |
| 304733 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-03-13 08:05 | 23.37 hr | +15.4 | TAG | Call quality issue |
| 304723 | Rachael Parkin | Dell OptiPlex 3050 | 2026-03-11 11:29 | 22.11 hr | +14.1 | ML | Screen flickering |
| 305060 | Stacey Thomas | Apple MacBook Air M2 | 2026-08-03 16:20 | 20.57 hr | +12.6 | SE | Application crash on launch |
| 304641 | Phil Jenkins | Apple MacBook Pro 14 | 2026-02-05 12:35 | 16.66 hr | +8.7 | KB | Outlook not syncing |
| 304675 | Kelly Gregory | Samsung Galaxy S23 | 2026-02-17 17:39 | 14.10 hr | +6.1 | KB | Mailbox delegation |
| 305046 | Kelly Gregory | HP ProDesk 400 G7 | 2026-07-28 08:02 | 12.35 hr | +4.3 | SE | Database timeout |
| 304655 | Damian Armstrong | Apple iPhone 12 | 2026-02-10 09:09 | 11.89 hr | +3.9 | KB | MFA reset |
| 304668 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-02-16 08:42 | 11.51 hr | +3.5 | AB | New extension setup |
| 304646 | Anne-Marie Cable | Dell Latitude 7420 | 2026-02-09 09:15 | 10.88 hr | +2.9 | SE | Toner replacement |
| 304824 | Karen Taylor | Apple MacBook Air M2 | 2026-04-21 12:45 | 10.87 hr | +2.9 | ML | Scan to email failing |
| 305086 | Julie Herbert | Samsung Galaxy A54 | 2026-08-13 09:17 | 10.74 hr | +2.7 | ML | Replacement keyboard |
| 304969 | Stacey Thomas | Dell Latitude 5440 | 2026-06-19 12:10 | 10.50 hr | +2.5 | KB | Backup capacity review |
| 304737 | Barry Ebbs | Apple MacBook Air M2 | 2026-03-18 09:48 | 10.04 hr | +2.0 | TAG | Database timeout |
| 305109 | Daniel Blacker | HPE ProLiant DL380 Gen10 | 2026-08-24 11:56 | 9.99 hr | +2.0 | ML | Backup capacity review |
| 305053 | Anne-Marie Cable | Apple iPhone 12 | 2026-07-29 10:00 | 9.95 hr | +1.9 | TAG | SharePoint permission request |
| 304597 | Chloe Dempsey | Dell Latitude 5440 | 2026-01-22 09:22 | 9.89 hr | +1.9 | ML | Spoofed email reported |
| 304745 | Karen Taylor | HP ProDesk 400 G7 | 2026-03-21 13:00 | 9.89 hr | +1.9 | KB | Scan to email failing |
| 304586 | Damian Armstrong | Apple iPhone 12 | 2026-01-19 16:08 | 9.64 hr | +1.6 | SE | Teams sign-in loop |
| 305062 | Aiden Higgins | Dell Latitude 7420 | 2026-08-04 17:51 | 9.40 hr | +1.4 | ML | Switch port fault |
| 304594 | Anne-Marie Cable | Netgear GS724T | 2026-01-21 13:20 | 9.39 hr | +1.4 | BK | Restore request |
| 304716 | Barry Ebbs | Apple iPhone 14 | 2026-03-05 12:31 | 9.12 hr | +1.1 | TAG | Application crash on launch |
| 304856 | Kelly Gregory | Ubiquiti UAP-AC-PRO | 2026-05-06 11:46 | 8.90 hr | +0.9 | SE | Phishing report triage |
| 305035 | Stacey Thomas | Dell Latitude 7420 | 2026-07-22 08:01 | 8.89 hr | +0.9 | SE | Toner replacement |
| 304955 | Karen Taylor | HP ProDesk 400 G7 | 2026-06-15 16:25 | 8.69 hr | +0.7 | TAG | Voicemail not delivering |
| 304613 | Karen Taylor | Samsung Galaxy S23 | 2026-01-28 12:03 | 8.39 hr | +0.4 | SE | Licence renewal |
| 305033 | Phil Jenkins | Samsung Galaxy A54 | 2026-07-22 11:25 | 8.34 hr | +0.3 | ML | Permission change |
| 304838 | Aiden Higgins | Apple MacBook Air M2 | 2026-04-29 11:04 | 8.27 hr | +0.3 | KB | New printer driver rollout |
| 304548 | Damian Armstrong | Dell Latitude 5440 | 2026-01-05 09:10 | 8.04 hr | +0.0 | KB | Retention change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Email / Microsoft 365 | 14 | 12 Jan 2026 – 14 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 12 | 13 Jan 2026 – 29 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 11 | 14 Jan 2026 – 05 Aug 2026 |
| Karen Taylor | Printing | 10 | 06 Jan 2026 – 24 Aug 2026 |
| Karen Taylor | Backup / restore | 9 | 07 Jan 2026 – 19 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 9 | 13 Feb 2026 – 25 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 8 | 02 Jan 2026 – 24 Aug 2026 |
| Anne-Marie Cable | User administration | 8 | 08 Jan 2026 – 06 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 12 | 15 Jan 2026 – 16 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 11 | 02 Feb 2026 – 03 Aug 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 10 | 02 Jan 2026 – 24 Aug 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 10 | 12 Jan 2026 – 14 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 8 | 16 Jan 2026 – 17 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 8 | 12 Feb 2026 – 17 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 7 | 30 Jan 2026 – 15 Jun 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 7 | 03 Feb 2026 – 25 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
575 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PAD810-101837 | 25 Aug 2026 | Incident | Site offline Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| PAD810-101836 | 25 Aug 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 5.38 hr | 2.0 days | Met |
| PAD810-101835 | 25 Aug 2026 | Change | Name change request User admin · ML · Head Office | P4 | Closed | 5.72 hr | 1.2 days | Met |
| PAD810-101834 | 25 Aug 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Closed | 0.64 hr | 6.0 hr | Met |
| PAD810-101833 | 24 Aug 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P3 | Open | — | — | n/a |
| PAD810-101832 | 24 Aug 2026 | Incident | MFA reset Security · AB · Head Office | P4 | Closed | 0.25 hr | 21.3 hr | Met |
| PAD810-101831 | 24 Aug 2026 | Incident | Report not generating Line of business app · BK · Head Office | P3 | Closed | 1.28 hr | 2.9 hr | Met |
| PAD810-101830 | 24 Aug 2026 | Project · excluded | Message quarantined Email · TAG · Branch | P3 | Closed | — | — | n/a |
| PAD810-101829 | 24 Aug 2026 | Incident | Backup capacity review Backup · ML · Head Office | P2 | Closed | 9.99 hr | 2.0 hr | Missed |
| PAD810-101828 | 24 Aug 2026 | Project · excluded | Slow VPN Network · BK · Head Office | P3 | Open | — | — | n/a |
| PAD810-101827 | 21 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Head Office | P4 | Resolved | 0.96 hr | 1.7 days | Met |
| PAD810-101826 | 21 Aug 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | In Progress | — | — | n/a |
| PAD810-101825 | 21 Aug 2026 | Change | MFA reset Security · AB · Site 2 | P3 | Closed | 0.69 hr | 22.3 hr | Met |
| PAD810-101824 | 21 Aug 2026 | Service Request | Toner replacement Printing · ML · Branch | P3 | Resolved | — | — | n/a |
| PAD810-101823 | 21 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Remote | P4 | Closed | 1.11 hr | 1.8 days | Met |
| PAD810-101822 | 20 Aug 2026 | Incident | Switch port fault Network · SE · Remote | P4 | Resolved | 4.00 hr | 2.1 days | Met |
| PAD810-101821 | 20 Aug 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P3 | Resolved | 0.45 hr | 8.0 hr | Met |
| PAD810-101820 | 19 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P2 | Closed | 93.44 hr | 1.8 days | Missed |
| PAD810-101819 | 19 Aug 2026 | Service Request | Restore request Backup · KB · Branch | P3 | Closed | 3.59 hr | 2.1 days | Met |
| PAD810-101818 | 18 Aug 2026 | Service Request | Retention change Backup · ML · Remote | P2 | Closed | 4.26 hr | 2.2 days | Met |
| PAD810-101817 | 17 Aug 2026 | Incident · excluded | Site offline Network · KB · Remote | P3 | Closed | — | — | n/a |
| PAD810-101816 | 17 Aug 2026 | Service Request | Distribution list change Email · SE · Head Office | P2 | Closed | 1.64 hr | 1.2 days | Met |
| PAD810-101815 | 17 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P3 | Resolved | 0.81 hr | 8.6 hr | Met |
| PAD810-101814 | 17 Aug 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P2 | Resolved | 1.36 hr | 2.3 days | Met |
| PAD810-101813 | 17 Aug 2026 | Incident | Retention change Backup · AB · Remote | P3 | Resolved | 0.87 hr | 2.5 days | Met |
| PAD810-101812 | 14 Aug 2026 | Incident | Slow VPN Network · TAG · Branch | P4 | Closed | 0.80 hr | 13.2 hr | Met |
| PAD810-101811 | 14 Aug 2026 | Change | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 1.30 hr | 1.5 days | Met |
| PAD810-101810 | 14 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 1.25 hr | 2.4 days | Met |
| PAD810-101809 | 14 Aug 2026 | Change · excluded | Voicemail not delivering Telephony · ML · Head Office | P2 | Closed | — | — | n/a |
| PAD810-101808 | 14 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Site 2 | P3 | Resolved | 0.73 hr | 2.4 days | Met |
| PAD810-101807 | 13 Aug 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | In Progress | — | — | n/a |
| PAD810-101806 | 13 Aug 2026 | Incident | Replacement keyboard Hardware · ML · Branch | P4 | Closed | 10.74 hr | 2.0 days | Missed |
| PAD810-101805 | 13 Aug 2026 | Quote · excluded | Screen flickering Hardware · SE · Head Office | P3 | In Progress | — | — | n/a |
| PAD810-101804 | 12 Aug 2026 | Incident · excluded | Distribution list change Email · TAG · Branch | P3 | Resolved | — | — | n/a |
| PAD810-101803 | 12 Aug 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | 0.79 hr | 23.4 hr | Met |
| PAD810-101802 | 12 Aug 2026 | Planned Install · excluded | Retention change Backup · ML · Head Office | P3 | In Progress | — | — | n/a |
| PAD810-101801 | 11 Aug 2026 | Incident | Report not generating Line of business app · AB · Site 2 | P3 | Closed | 0.65 hr | 1.5 days | Met |
| PAD810-101800 | 11 Aug 2026 | Quote · excluded | Call quality issue Telephony · TAG · Head Office | P2 | In Progress | — | — | n/a |
| PAD810-101799 | 11 Aug 2026 | Incident | Retention change Backup · SE · Remote | P3 | Closed | 1.18 hr | 1.6 days | Met |
| PAD810-101798 | 10 Aug 2026 | Incident · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| PAD810-101797 | 10 Aug 2026 | Quote · excluded | New extension setup Telephony · ML · Head Office | P2 | Open | — | — | n/a |
| PAD810-101796 | 10 Aug 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Closed | 1.55 hr | 8.8 hr | Met |
| PAD810-101795 | 07 Aug 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 1.68 hr | 2.5 days | Met |
| PAD810-101794 | 07 Aug 2026 | Incident | New starter setup User admin · KB · Head Office | P2 | Resolved | 3.61 hr | 1.7 days | Met |
| PAD810-101793 | 07 Aug 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P2 | Closed | 3.32 hr | 1.0 days | Met |
| PAD810-101792 | 06 Aug 2026 | Incident · excluded | Phishing report triage Security · KB · Remote | P3 | Closed | — | — | n/a |
| PAD810-101791 | 06 Aug 2026 | Service Request · excluded | Call quality issue Telephony · TAG · Branch | P3 | Closed | — | — | n/a |
| PAD810-101790 | 06 Aug 2026 | Incident · excluded | Site offline Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| PAD810-101789 | 06 Aug 2026 | Service Request | Name change request User admin · KB · Head Office | P4 | Resolved | 6.96 hr | 2.0 days | Met |
| PAD810-101788 | 06 Aug 2026 | Service Request | Restore request Backup · SE · Head Office | P2 | Resolved | 1.99 hr | 2.9 hr | Met |
| PAD810-101787 | 05 Aug 2026 | Change · excluded | MFA reset Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| PAD810-101786 | 05 Aug 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P2 | Resolved | 3.65 hr | 15.3 hr | Met |
| PAD810-101785 | 05 Aug 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Closed | 0.57 hr | 1.3 days | Met |
| PAD810-101784 | 05 Aug 2026 | Change | Laptop will not boot Hardware · ML · Head Office | P4 | Closed | 0.57 hr | 23.3 hr | Met |
| PAD810-101783 | 05 Aug 2026 | Incident · excluded | Switch port fault Network · KB · Head Office | P2 | Resolved | — | — | n/a |
| PAD810-101782 | 04 Aug 2026 | Service Request | Switch port fault Network · ML · Head Office | P4 | Closed | 9.40 hr | 18.9 hr | Missed |
| PAD810-101781 | 03 Aug 2026 | Service Request | MFA reset Security · AB · Remote | P3 | Closed | 0.08 hr | 12.7 hr | Met |
| PAD810-101780 | 03 Aug 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 20.57 hr | 1.9 days | Missed |
| PAD810-101779 | 03 Aug 2026 | Incident · excluded | MFA reset Security · ML · Head Office | P3 | Closed | — | — | n/a |
| PAD810-101778 | 31 Jul 2026 | Change | Endpoint alert investigation Security · SE · Remote | P3 | Closed | 1.11 hr | 2.4 days | Met |
| PAD810-101777 | 30 Jul 2026 | Change | Application crash on launch Line of business app · ML · Remote | P4 | Resolved | — | — | n/a |
| PAD810-101776 | 30 Jul 2026 | Quote · excluded | Distribution list change Email · ML · Head Office | P4 | Closed | — | — | n/a |
| PAD810-101775 | 29 Jul 2026 | Incident | Database timeout Line of business app · ML · Remote | P3 | Closed | 0.30 hr | 1.4 days | Met |
| PAD810-101774 | 29 Jul 2026 | Service Request · excluded | Spoofed email reported Email · KB · Head Office | P2 | Resolved | — | — | n/a |
| PAD810-101773 | 29 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Branch | P1 | Resolved | 9.95 hr | 4.8 hr | Missed |
| PAD810-101772 | 29 Jul 2026 | Project · excluded | Backup capacity review Backup · TAG · Head Office | P4 | Closed | — | — | n/a |
| PAD810-101771 | 29 Jul 2026 | Incident | Scan to email failing Printing · KB · Branch | P3 | Resolved | 5.77 hr | 1.7 days | Met |
| PAD810-101770 | 28 Jul 2026 | Incident | MFA reset Security · KB · Head Office | P2 | Resolved | 3.61 hr | 1.1 days | Met |
| PAD810-101769 | 28 Jul 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Closed | 1.22 hr | 1.7 days | Met |
| PAD810-101768 | 28 Jul 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 31.63 hr | 1.0 days | Missed |
| PAD810-101767 | 28 Jul 2026 | Incident | Handset registration Telephony · SE · Head Office | P2 | Closed | 0.54 hr | 1.2 days | Met |
| PAD810-101766 | 28 Jul 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 12.35 hr | 1.6 days | Missed |
| PAD810-101765 | 27 Jul 2026 | Incident | Licence renewal Line of business app · SE · Branch | P3 | Resolved | 85.06 hr | 1.1 days | Missed |
| PAD810-101764 | 27 Jul 2026 | Incident · excluded | Slow VPN Network · KB · Head Office | P4 | Resolved | — | — | n/a |
| PAD810-101763 | 27 Jul 2026 | Planned Install · excluded | Backup job failed Backup · ML · Remote | P3 | In Progress | — | — | n/a |
| PAD810-101762 | 27 Jul 2026 | Service Request | Laptop will not boot Hardware · KB · Branch | P3 | Resolved | 0.69 hr | 2.2 hr | Met |
| PAD810-101761 | 24 Jul 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P2 | Closed | 0.86 hr | 12.0 hr | Met |
| PAD810-101760 | 23 Jul 2026 | Incident | Backup capacity review Backup · KB · Branch | P3 | Resolved | 1.36 hr | 1.3 days | Met |
| PAD810-101759 | 23 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P4 | Closed | 3.69 hr | 1.6 days | Met |
| PAD810-101758 | 23 Jul 2026 | Change | Mailbox delegation Email · TAG · Head Office | P4 | Closed | 2.80 hr | 1.5 days | Met |
| PAD810-101757 | 22 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | — | — | n/a |
| PAD810-101756 | 22 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Branch | P3 | Closed | 5.00 hr | 2.0 days | Met |
| PAD810-101755 | 22 Jul 2026 | Service Request | Toner replacement Printing · SE · Branch | P3 | Resolved | 8.89 hr | 2.0 days | Missed |
| PAD810-101754 | 22 Jul 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| PAD810-101753 | 22 Jul 2026 | Incident | Permission change User admin · ML · Remote | P3 | Resolved | 8.34 hr | 2.1 days | Missed |
| PAD810-101752 | 21 Jul 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Resolved | 1.28 hr | 13.6 hr | Met |
| PAD810-101751 | 21 Jul 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | 3.01 hr | 2.3 days | Met |
| PAD810-101750 | 20 Jul 2026 | Change · excluded | Backup job failed Backup · KB · Branch | P3 | Closed | — | — | n/a |
| PAD810-101749 | 20 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Resolved | 3.71 hr | 1.4 days | Met |
| PAD810-101748 | 17 Jul 2026 | Service Request | Distribution list change Email · KB · Branch | P2 | Closed | 0.68 hr | 2.3 days | Met |
| PAD810-101747 | 17 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P4 | Resolved | 1.14 hr | 1.0 hr | Met |
| PAD810-101746 | 17 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Site 2 | P3 | Closed | 35.70 hr | 1.2 days | Missed |
| PAD810-101745 | 17 Jul 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Closed | 0.78 hr | 1.5 days | Met |
| PAD810-101744 | 16 Jul 2026 | Incident | Message quarantined Email · ML · Branch | P3 | Closed | 0.58 hr | 7.4 hr | Met |
| PAD810-101743 | 16 Jul 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Closed | 30.07 hr | 1.8 days | Missed |
| PAD810-101742 | 16 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 0.42 hr | 1.1 days | Met |
| PAD810-101741 | 15 Jul 2026 | Service Request | Backup capacity review Backup · AB · Head Office | P4 | Resolved | 1.23 hr | 15.9 hr | Met |
| PAD810-101740 | 14 Jul 2026 | Service Request | Message quarantined Email · KB · Head Office | P2 | Closed | 1.00 hr | 1.7 days | Met |
| PAD810-101739 | 14 Jul 2026 | Incident · excluded | Permission change User admin · BK · Branch | P4 | Closed | — | — | n/a |
| PAD810-101738 | 14 Jul 2026 | Service Request | Distribution list change Email · TAG · Head Office | P4 | Closed | 0.83 hr | 20.9 hr | Met |
| PAD810-101737 | 13 Jul 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 5.44 hr | 1.3 days | Met |
| PAD810-101736 | 10 Jul 2026 | Incident · excluded | New extension setup Telephony · AB · Remote | P4 | Closed | — | — | n/a |
| PAD810-101735 | 10 Jul 2026 | Service Request | Message quarantined Email · BK · Site 2 | P3 | Resolved | 6.11 hr | 1.6 days | Met |
| PAD810-101734 | 10 Jul 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Closed | 1.45 hr | 18.4 hr | Met |
| PAD810-101733 | 10 Jul 2026 | Project · excluded | Suspicious sign-in review Security · AB · Branch | P4 | Resolved | — | — | n/a |
| PAD810-101732 | 10 Jul 2026 | Incident | Backup capacity review Backup · KB · Head Office | P1 | Resolved | 5.52 hr | 5.2 hr | Met |
| PAD810-101731 | 09 Jul 2026 | Change | Licence renewal Line of business app · ML · Remote | P2 | Resolved | 0.09 hr | 1.5 days | Met |
| PAD810-101730 | 09 Jul 2026 | Service Request | Restore request Backup · KB · Head Office | P1 | Closed | 0.11 hr | 7.4 hr | Met |
| PAD810-101729 | 09 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · KB · Branch | P2 | Closed | — | — | n/a |
| PAD810-101728 | 08 Jul 2026 | Service Request | Scan to email failing Printing · ML · Branch | P2 | Closed | 1.23 hr | 2.3 days | Met |
| PAD810-101727 | 07 Jul 2026 | Quote · excluded | Permission change User admin · ML · Branch | P3 | Closed | — | — | n/a |
| PAD810-101726 | 06 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | 6.09 hr | 8.2 hr | Met |
| PAD810-101725 | 06 Jul 2026 | Service Request | Mailbox delegation Email · BK · Site 2 | P3 | Resolved | 2.42 hr | 1.5 days | Met |
| PAD810-101724 | 06 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Closed | 4.77 hr | 1.5 days | Met |
| PAD810-101723 | 06 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · SE · Remote | P3 | Closed | — | — | n/a |
| PAD810-101722 | 06 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Head Office | P2 | Closed | — | — | n/a |
| PAD810-101721 | 06 Jul 2026 | Service Request | Name change request User admin · BK · Head Office | P3 | Closed | 0.50 hr | 1.9 days | Met |
| PAD810-101720 | 03 Jul 2026 | Incident | New extension setup Telephony · SE · Branch | P3 | Closed | 4.90 hr | 1.3 days | Met |
| PAD810-101719 | 03 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P2 | Closed | 0.64 hr | 12.4 hr | Met |
| PAD810-101718 | 03 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | 1.11 hr | 8.6 hr | Met |
| PAD810-101717 | 03 Jul 2026 | Project · excluded | Message quarantined Email · AB · Branch | P2 | Resolved | — | — | n/a |
| PAD810-101716 | 02 Jul 2026 | Quote · excluded | Docking station not detected Hardware · AB · Branch | P2 | Resolved | — | — | n/a |
| PAD810-101715 | 02 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P2 | Closed | 0.56 hr | 2.2 days | Met |
| PAD810-101714 | 01 Jul 2026 | Service Request | Spoofed email reported Email · ML · Head Office | P3 | Resolved | 0.13 hr | 2.3 days | Met |
| PAD810-101713 | 30 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 3.42 hr | 1.5 days | Met |
| PAD810-101712 | 30 Jun 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 1.08 hr | 1.5 days | Met |
| PAD810-101711 | 30 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | 3.36 hr | 4.4 hr | Met |
| PAD810-101710 | 30 Jun 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Closed | 0.31 hr | 21.2 hr | Met |
| PAD810-101709 | 30 Jun 2026 | Incident | Spoofed email reported Email · SE · Remote | P3 | Closed | 0.67 hr | 1.8 days | Met |
| PAD810-101708 | 29 Jun 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Resolved | 1.79 hr | 1.7 days | Met |
| PAD810-101707 | 29 Jun 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 1.22 hr | 1.7 days | Met |
| PAD810-101706 | 29 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Head Office | P2 | Closed | — | — | n/a |
| PAD810-101705 | 29 Jun 2026 | Service Request | Retention change Backup · AB · Head Office | P2 | Resolved | 1.26 hr | 2.3 days | Met |
| PAD810-101704 | 29 Jun 2026 | Quote · excluded | Replacement keyboard Hardware · ML · Site 2 | P3 | Resolved | — | — | n/a |
| PAD810-101703 | 26 Jun 2026 | Quote · excluded | Permission change User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| PAD810-101702 | 26 Jun 2026 | Incident · excluded | Scan to email failing Printing · TAG · Remote | P3 | Closed | — | — | n/a |
| PAD810-101701 | 26 Jun 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Closed | 0.47 hr | 2.3 days | Met |
| PAD810-101700 | 26 Jun 2026 | Quote · excluded | Slow VPN Network · BK · Site 2 | P3 | Closed | — | — | n/a |
| PAD810-101699 | 26 Jun 2026 | Service Request | Leaver process User admin · AB · Head Office | P2 | Closed | 0.36 hr | 13.2 hr | Met |
| PAD810-101698 | 25 Jun 2026 | Quote · excluded | Slow VPN Network · TAG · Remote | P4 | Closed | — | — | n/a |
| PAD810-101697 | 25 Jun 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Closed | 55.11 hr | 12.2 hr | Missed |
| PAD810-101696 | 25 Jun 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P4 | Resolved | 1.16 hr | 8.7 hr | Met |
| PAD810-101695 | 24 Jun 2026 | Service Request | Name change request User admin · ML · Head Office | P4 | Closed | 0.48 hr | 1.8 days | Met |
| PAD810-101694 | 23 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Closed | 0.14 hr | 23.3 hr | Met |
| PAD810-101693 | 23 Jun 2026 | Change | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 1.99 hr | 1.1 days | Met |
| PAD810-101692 | 23 Jun 2026 | Service Request · excluded | Voicemail not delivering Telephony · BK · Head Office | P2 | Resolved | — | — | n/a |
| PAD810-101691 | 22 Jun 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | 3.11 hr | 2.0 days | Met |
| PAD810-101690 | 22 Jun 2026 | Change · excluded | Backup job failed Backup · SE · Remote | P2 | Closed | — | — | n/a |
| PAD810-101689 | 19 Jun 2026 | Incident | Backup capacity review Backup · KB · Remote | P3 | Closed | 10.50 hr | 2.4 days | Missed |
| PAD810-101688 | 19 Jun 2026 | Incident | Switch port fault Network · BK · Head Office | P4 | Closed | 5.55 hr | 21.7 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.