SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 46 records in this selection sit outside that — quotes, projects and planned installs, plus 17 calls billed time and materials. They stay visible for volume context.
Service performance
130 eligible records in this yearAverage first response
5.0 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
90.6%
12 call(s) over the 8-hour target
First-time fix
67.2%
Where the source records the field
Volume
Contract calls
130
176 calls logged in the period
Off contract
17
£6,621.75 chargeable
Open / closed
5 / 171
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
130
records
- Line of business app17
- Email15
- Backup15
- Telephony14
- Network14
- User admin13
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 130 | 5.02 hr | 90.6% | 12 | 46 |
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 | 25 | 7.35 hr | 79% | 5 |
| Anne-Marie Cable | 15 | 2.03 hr | 100% | 0 |
| Chloe Dempsey | 12 | 2.11 hr | 100% | 0 |
| Kelly Gregory | 11 | 2.98 hr | 100% | 0 |
| Daniel Blacker | 10 | 14.70 hr | 90% | 1 |
| (Not recorded) | 10 | 8.68 hr | 67% | 3 |
| Damian Armstrong | 9 | 2.05 hr | 100% | 0 |
| Barry Ebbs | 8 | 6.05 hr | 88% | 1 |
| Stacey Thomas | 8 | 2.40 hr | 88% | 1 |
| Aiden Higgins | 7 | 3.06 hr | 86% | 1 |
| Rachael Parkin | 7 | 2.62 hr | 100% | 0 |
| Phil Jenkins | 5 | 3.50 hr | 100% | 0 |
12 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 114.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301464 | Daniel Blacker | HP ProBook 450 G6 | 2026-04-15 12:08 | 122.04 hr | +114.0 | ML | Replacement keyboard |
| 301505 | Karen Taylor | Lenovo ThinkPad T14 | 2026-06-08 10:00 | 86.51 hr | +78.5 | KB | Toner replacement |
| 301408 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-01-26 12:36 | 34.72 hr | +26.7 | KB | Outlook not syncing |
| 301405 | (Not recorded) | Samsung Galaxy A54 | 2026-01-22 14:14 | 27.99 hr | +20.0 | SE | Permission change |
| 301452 | (Not recorded) | Dell PowerEdge R750 | 2026-03-25 10:29 | 27.91 hr | +19.9 | KB | Printer offline |
| 301482 | Karen Taylor | HP ProDesk 400 G7 | 2026-05-11 11:58 | 16.15 hr | +8.2 | KB | Slow VPN |
| 301410 | Karen Taylor | Lenovo ThinkPad T14 | 2026-01-28 09:54 | 15.84 hr | +7.8 | SE | New printer driver rollout |
| 301406 | (Not recorded) | HP ProDesk 400 G7 | 2026-01-23 13:09 | 12.57 hr | +4.6 | KB | Replacement keyboard |
| 301401 | Aiden Higgins | Dell Latitude E7470 | 2026-01-18 13:02 | 10.54 hr | +2.5 | TAG | New extension setup |
| 301548 | Stacey Thomas | Apple MacBook Pro 14 | 2026-08-06 11:08 | 10.33 hr | +2.3 | KB | Site offline |
| 301473 | Karen Taylor | HP EliteBook 840 G9 | 2026-04-30 12:37 | 10.05 hr | +2.0 | BK | Call quality issue |
| 301536 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-07-24 10:30 | 9.03 hr | +1.0 | ML | Retention change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 5 | 13 Jan 2026 – 14 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 06 Feb 2026 – 04 Jun 2026 |
| Anne-Marie Cable | Line of business app | 4 | 08 Jan 2026 – 25 Jul 2026 |
| Karen Taylor | Printing | 4 | 28 Jan 2026 – 08 Jun 2026 |
| Kelly Gregory | User administration | 4 | 10 Feb 2026 – 11 May 2026 |
| Karen Taylor | Line of business app | 4 | 18 May 2026 – 24 Aug 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 3 | 02 Jan 2026 – 26 Mar 2026 |
| (Not recorded) | Hardware | 3 | 23 Jan 2026 – 15 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProDesk 400 G7 | Monitoring / server / security | 5 | 18 Feb 2026 – 11 May 2026 |
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 4 | 03 Mar 2026 – 25 May 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 4 | 09 Mar 2026 – 02 Jun 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 4 | 10 Mar 2026 – 06 Aug 2026 |
| Lenovo ThinkCentre M70q | Backup / restore | 4 | 20 Mar 2026 – 16 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 3 | 12 Jan 2026 – 03 Aug 2026 |
| Apple MacBook Air M2 | User administration | 3 | 13 Jan 2026 – 11 May 2026 |
| Samsung Galaxy S23 | Monitoring / server / security | 3 | 13 Jan 2026 – 04 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
176 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PAN029-100576 | 25 Aug 2026 | Service Request | Screen flickering Hardware · AB · Remote | P3 | Open | — | — | n/a |
| PAN029-100575 | 24 Aug 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 0.70 hr | 8.0 hr | Met |
| PAN029-100574 | 21 Aug 2026 | Incident | Message quarantined Email · AB · Branch | P4 | Resolved | 5.96 hr | 14.4 hr | Met |
| PAN029-100573 | 21 Aug 2026 | Incident | Toner replacement Printing · AB · Head Office | P3 | In Progress | — | — | n/a |
| PAN029-100572 | 20 Aug 2026 | Quote · excluded | New starter setup User admin · AB · Head Office | P2 | In Progress | — | — | n/a |
| PAN029-100571 | 19 Aug 2026 | Service Request | Restore request Backup · ML · Branch | P4 | Resolved | 3.05 hr | 1.6 days | Met |
| PAN029-100570 | 16 Aug 2026 | Service Request | Leaver process User admin · TAG · Head Office | P2 | Closed | 1.43 hr | 12.5 hr | Met |
| PAN029-100569 | 16 Aug 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | 0.17 hr | 1.7 days | Met |
| PAN029-100568 | 15 Aug 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 5.72 hr | 16.3 hr | Met |
| PAN029-100567 | 14 Aug 2026 | Incident | Endpoint alert investigation Security · AB · Remote | P3 | Resolved | 0.43 hr | 16.9 hr | Met |
| PAN029-100566 | 14 Aug 2026 | Service Request | Licence renewal Line of business app · TAG · Head Office | P1 | Closed | 1.00 hr | 7.4 hr | Met |
| PAN029-100565 | 12 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 4.33 hr | 1.6 days | Met |
| PAN029-100564 | 12 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 6.25 hr | 20.1 hr | Met |
| PAN029-100563 | 11 Aug 2026 | Project · excluded | Docking station not detected Hardware · BK · Remote | P4 | Resolved | — | — | n/a |
| PAN029-100562 | 10 Aug 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Closed | 0.38 hr | 7.4 hr | Met |
| PAN029-100561 | 10 Aug 2026 | Incident | Report not generating Line of business app · SE · Site 2 | P3 | Closed | 4.62 hr | 2.1 days | Met |
| PAN029-100560 | 07 Aug 2026 | Incident | Toner replacement Printing · KB · Head Office | P4 | Closed | 4.21 hr | 1.6 days | Met |
| PAN029-100559 | 06 Aug 2026 | Service Request | Site offline Network · KB · Head Office | P4 | Closed | 10.33 hr | 7.5 hr | Missed |
| PAN029-100558 | 05 Aug 2026 | Service Request | Call quality issue Telephony · KB · Branch | P3 | Closed | 1.27 hr | 1.3 days | Met |
| PAN029-100557 | 04 Aug 2026 | Incident | Distribution list change Email · TAG · Head Office | P2 | Closed | 2.44 hr | 2.9 hr | Met |
| PAN029-100556 | 04 Aug 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 0.67 hr | 1.8 days | Met |
| PAN029-100555 | 03 Aug 2026 | Planned Install · excluded | Retention change Backup · ML · Site 2 | P2 | In Progress | — | — | n/a |
| PAN029-100554 | 03 Aug 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 1.43 hr | 15.9 hr | Met |
| PAN029-100553 | 30 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 1.21 hr | 1.6 days | Met |
| PAN029-100552 | 29 Jul 2026 | Quote · excluded | Database timeout Line of business app · BK · Remote | P4 | In Progress | — | — | n/a |
| PAN029-100551 | 29 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · SE · Head Office | P1 | Resolved | — | — | n/a |
| PAN029-100550 | 28 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Remote | P1 | Resolved | 0.94 hr | 3.3 hr | Met |
| PAN029-100549 | 27 Jul 2026 | Incident | Call quality issue Telephony · KB · Remote | P3 | Closed | 0.90 hr | 1.8 days | Met |
| PAN029-100548 | 25 Jul 2026 | Service Request | Database timeout Line of business app · KB · Remote | P3 | Resolved | 0.37 hr | 7.7 hr | Met |
| PAN029-100547 | 24 Jul 2026 | Incident | Retention change Backup · ML · Head Office | P4 | Closed | 9.03 hr | 1.4 days | Missed |
| PAN029-100546 | 24 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Resolved | — | — | n/a |
| PAN029-100545 | 23 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 6.31 hr | 5.8 hr | Met |
| PAN029-100544 | 21 Jul 2026 | Change | Backup capacity review Backup · BK · Head Office | P4 | Closed | 5.33 hr | 2.2 days | Met |
| PAN029-100543 | 16 Jul 2026 | Service Request · excluded | Endpoint alert investigation Security · BK · Remote | P3 | Resolved | — | — | n/a |
| PAN029-100542 | 15 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P4 | Resolved | 4.52 hr | 3.4 hr | Met |
| PAN029-100541 | 15 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Remote | P3 | Closed | 1.25 hr | 1.2 days | Met |
| PAN029-100540 | 14 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P4 | Resolved | 0.87 hr | 1.4 hr | Met |
| PAN029-100539 | 13 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 0.77 hr | 2.4 days | Met |
| PAN029-100538 | 10 Jul 2026 | Quote · excluded | Docking station not detected Hardware · AB · Branch | P3 | Resolved | — | — | n/a |
| PAN029-100537 | 09 Jul 2026 | Service Request | Call quality issue Telephony · KB · Branch | P3 | Closed | 0.53 hr | 1.3 days | Met |
| PAN029-100536 | 08 Jul 2026 | Service Request | MFA reset Security · ML · Remote | P3 | Closed | 4.40 hr | 0.8 hr | Met |
| PAN029-100535 | 06 Jul 2026 | Service Request | Mailbox delegation Email · TAG · Branch | P3 | Closed | 0.32 hr | 1.8 days | Met |
| PAN029-100534 | 06 Jul 2026 | Service Request | Voicemail not delivering Telephony · SE · Remote | P3 | Resolved | 0.27 hr | 7.8 hr | Met |
| PAN029-100533 | 03 Jul 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Closed | 0.55 hr | 19.2 hr | Met |
| PAN029-100532 | 02 Jul 2026 | Service Request · excluded | MFA reset Security · TAG · Branch | P2 | Closed | — | — | n/a |
| PAN029-100531 | 01 Jul 2026 | Quote · excluded | Restore request Backup · SE · Remote | P3 | Closed | — | — | n/a |
| PAN029-100530 | 30 Jun 2026 | Planned Install · excluded | Slow VPN Network · KB · Head Office | P4 | Closed | — | — | n/a |
| PAN029-100529 | 25 Jun 2026 | Incident | Site offline Network · KB · Head Office | P3 | Resolved | — | — | n/a |
| PAN029-100528 | 24 Jun 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 5.91 hr | 2.1 hr | Met |
| PAN029-100527 | 24 Jun 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 1.42 hr | 1.2 days | Met |
| PAN029-100526 | 23 Jun 2026 | Incident | Licence renewal Line of business app · BK · Remote | P3 | Resolved | 0.67 hr | 1.4 days | Met |
| PAN029-100525 | 19 Jun 2026 | Incident · excluded | Name change request User admin · ML · Head Office | P4 | Resolved | — | — | n/a |
| PAN029-100524 | 18 Jun 2026 | Quote · excluded | Retention change Backup · BK · Remote | P3 | Resolved | — | — | n/a |
| PAN029-100523 | 17 Jun 2026 | Incident | Retention change Backup · ML · Head Office | P2 | Resolved | 1.32 hr | 2.4 days | Met |
| PAN029-100522 | 17 Jun 2026 | Change | Database timeout Line of business app · BK · Site 2 | P2 | Closed | 3.56 hr | 2.0 days | Met |
| PAN029-100521 | 15 Jun 2026 | Incident | Switch port fault Network · SE · Site 2 | P3 | Closed | 0.23 hr | 2.0 days | Met |
| PAN029-100520 | 15 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · TAG · Remote | P2 | Resolved | — | — | n/a |
| PAN029-100519 | 11 Jun 2026 | Planned Install · excluded | Handset registration Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| PAN029-100518 | 10 Jun 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Resolved | 0.53 hr | 1.4 days | Met |
| PAN029-100517 | 09 Jun 2026 | Change | Teams sign-in loop Microsoft 365 · BK · Site 2 | P3 | Closed | 1.41 hr | 10.2 hr | Met |
| PAN029-100516 | 08 Jun 2026 | Service Request | Toner replacement Printing · KB · Remote | P2 | Closed | 86.51 hr | 0.9 hr | Missed |
| PAN029-100515 | 05 Jun 2026 | Incident | Scan to email failing Printing · ML · Branch | P4 | Closed | 3.92 hr | 1.3 days | Met |
| PAN029-100514 | 05 Jun 2026 | Service Request | Printer offline Printing · ML · Head Office | P4 | Closed | 3.44 hr | 20.3 hr | Met |
| PAN029-100513 | 04 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Resolved | 0.40 hr | 21.5 hr | Met |
| PAN029-100512 | 04 Jun 2026 | Service Request | MFA reset Security · ML · Head Office | P3 | Resolved | 4.25 hr | 7.7 hr | Met |
| PAN029-100511 | 03 Jun 2026 | Incident · excluded | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | — | — | n/a |
| PAN029-100510 | 02 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 1.21 hr | 1.9 days | Met |
| PAN029-100509 | 29 May 2026 | Service Request | Screen flickering Hardware · BK · Remote | P3 | Resolved | 3.82 hr | 4.3 hr | Met |
| PAN029-100508 | 27 May 2026 | Service Request | Distribution list change Email · KB · Remote | P4 | Closed | 1.37 hr | 1.2 days | Met |
| PAN029-100507 | 26 May 2026 | Service Request | Permission change User admin · SE · Head Office | P3 | Closed | 4.98 hr | 1.4 days | Met |
| PAN029-100506 | 25 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Resolved | 0.07 hr | 8.6 hr | Met |
| PAN029-100505 | 22 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Resolved | — | — | n/a |
| PAN029-100504 | 21 May 2026 | Incident · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| PAN029-100503 | 20 May 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Closed | 0.98 hr | 1.4 hr | Met |
| PAN029-100502 | 20 May 2026 | Incident | Mailbox delegation Email · KB · Branch | P3 | Resolved | 1.17 hr | 2.1 days | Met |
| PAN029-100501 | 19 May 2026 | Incident | Message quarantined Email · AB · Branch | P3 | Resolved | 4.18 hr | 2.4 days | Met |
| PAN029-100500 | 19 May 2026 | Quote · excluded | MFA reset Security · SE · Site 2 | P3 | Closed | — | — | n/a |
| PAN029-100499 | 18 May 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P3 | Closed | 1.33 hr | 1.9 hr | Met |
| PAN029-100498 | 15 May 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 0.63 hr | 2.2 days | Met |
| PAN029-100497 | 14 May 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P2 | Closed | 1.33 hr | 1.1 days | Met |
| PAN029-100496 | 13 May 2026 | Incident | New extension setup Telephony · SE · Branch | P3 | Resolved | 0.19 hr | 1.7 days | Met |
| PAN029-100495 | 12 May 2026 | Incident | Name change request User admin · SE · Head Office | P4 | Closed | 5.94 hr | 1.3 days | Met |
| PAN029-100494 | 11 May 2026 | Change | New starter setup User admin · TAG · Remote | P1 | Resolved | 0.67 hr | 3.5 hr | Met |
| PAN029-100493 | 11 May 2026 | Incident | Slow VPN Network · KB · Branch | P3 | Closed | 16.15 hr | 1.4 days | Missed |
| PAN029-100492 | 08 May 2026 | Incident | Restore request Backup · AB · Branch | P3 | Closed | 1.28 hr | 2.4 days | Met |
| PAN029-100491 | 07 May 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P4 | Resolved | 0.84 hr | 13.7 hr | Met |
| PAN029-100490 | 07 May 2026 | Incident | Backup job failed Backup · KB · Remote | P1 | Resolved | 1.25 hr | 13.7 hr | Met |
| PAN029-100489 | 06 May 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 0.93 hr | 5.9 hr | Met |
| PAN029-100488 | 06 May 2026 | Change | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Closed | 5.56 hr | 0.6 hr | Met |
| PAN029-100487 | 05 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Resolved | 0.31 hr | 2.4 days | Met |
| PAN029-100486 | 04 May 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | 2.67 hr | 2.1 days | Met |
| PAN029-100485 | 30 Apr 2026 | Service Request | Message quarantined Email · TAG · Site 2 | P3 | Resolved | 0.85 hr | 11.1 hr | Met |
| PAN029-100484 | 30 Apr 2026 | Service Request | Call quality issue Telephony · BK · Head Office | P4 | Resolved | 10.05 hr | 11.1 hr | Missed |
| PAN029-100483 | 29 Apr 2026 | Incident · excluded | Leaver process User admin · BK · Site 2 | P4 | Closed | — | — | n/a |
| PAN029-100482 | 24 Apr 2026 | Quote · excluded | Phishing report triage Security · ML · Head Office | P3 | Resolved | — | — | n/a |
| PAN029-100481 | 24 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 0.54 hr | 1.5 days | Met |
| PAN029-100480 | 23 Apr 2026 | Service Request | New starter setup User admin · BK · Remote | P3 | Closed | 0.88 hr | 1.5 days | Met |
| PAN029-100479 | 22 Apr 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P2 | Closed | 0.45 hr | 8.7 hr | Met |
| PAN029-100478 | 22 Apr 2026 | Incident · excluded | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | — | — | n/a |
| PAN029-100477 | 20 Apr 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| PAN029-100476 | 16 Apr 2026 | Quote · excluded | New starter setup User admin · TAG · Remote | P3 | Closed | — | — | n/a |
| PAN029-100475 | 15 Apr 2026 | Service Request | Replacement keyboard Hardware · ML · Remote | P4 | Closed | 122.04 hr | 13.8 hr | Missed |
| PAN029-100474 | 13 Apr 2026 | Service Request | Backup job failed Backup · ML · Head Office | P1 | Closed | 1.61 hr | 6.2 hr | Met |
| PAN029-100473 | 10 Apr 2026 | Change | Backup job failed Backup · BK · Head Office | P3 | Resolved | 0.63 hr | 10.6 hr | Met |
| PAN029-100472 | 07 Apr 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P3 | Closed | 3.98 hr | 18.4 hr | Met |
| PAN029-100471 | 06 Apr 2026 | Planned Install · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| PAN029-100470 | 06 Apr 2026 | Incident · excluded | Mailbox delegation Email · TAG · Branch | P3 | Resolved | — | — | n/a |
| PAN029-100469 | 03 Apr 2026 | Incident | Handset registration Telephony · ML · Branch | P3 | Closed | 5.74 hr | 1.2 days | Met |
| PAN029-100468 | 01 Apr 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Closed | 5.08 hr | 1.3 days | Met |
| PAN029-100467 | 31 Mar 2026 | Service Request | Call quality issue Telephony · ML · Branch | P4 | Closed | 0.87 hr | 2.3 days | Met |
| PAN029-100466 | 30 Mar 2026 | Incident | New starter setup User admin · AB · Branch | P3 | Closed | 3.19 hr | 2.0 days | Met |
| PAN029-100465 | 27 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Resolved | 0.08 hr | 1.3 days | Met |
| PAN029-100464 | 26 Mar 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Closed | 2.50 hr | 18.0 hr | Met |
| PAN029-100463 | 25 Mar 2026 | Incident | Printer offline Printing · KB · Head Office | P4 | Closed | 27.91 hr | 10.1 hr | Missed |
| PAN029-100462 | 24 Mar 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P1 | Resolved | — | — | n/a |
| PAN029-100461 | 23 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Resolved | 3.95 hr | 0.4 hr | Met |
| PAN029-100460 | 20 Mar 2026 | Service Request | Slow VPN Network · BK · Head Office | P3 | Closed | 4.00 hr | 2.4 days | Met |
| PAN029-100459 | 20 Mar 2026 | Service Request | Backup capacity review Backup · TAG · Branch | P4 | Closed | 4.78 hr | 2.2 days | Met |
| PAN029-100458 | 19 Mar 2026 | Change | Backup capacity review Backup · KB · Head Office | P2 | Closed | 1.14 hr | 1.1 days | Met |
| PAN029-100457 | 18 Mar 2026 | Project · excluded | Leaver process User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| PAN029-100456 | 18 Mar 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 0.79 hr | 17.4 hr | Met |
| PAN029-100455 | 17 Mar 2026 | Incident | MFA reset Security · AB · Branch | P3 | Resolved | 0.10 hr | 2.2 days | Met |
| PAN029-100454 | 16 Mar 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P1 | Closed | 6.78 hr | 13.9 hr | Met |
| PAN029-100453 | 15 Mar 2026 | Service Request | Message quarantined Email · SE · Head Office | P4 | Resolved | 3.65 hr | 1.2 days | Met |
| PAN029-100452 | 15 Mar 2026 | Incident · excluded | Call quality issue Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| PAN029-100451 | 13 Mar 2026 | Change | Screen flickering Hardware · SE · Head Office | P1 | Resolved | 2.83 hr | 2.1 hr | Met |
| PAN029-100450 | 12 Mar 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P2 | Closed | 2.09 hr | 20.2 hr | Met |
| PAN029-100449 | 12 Mar 2026 | Incident | Toner replacement Printing · SE · Remote | P3 | Closed | 0.64 hr | 23.9 hr | Met |
| PAN029-100448 | 11 Mar 2026 | Service Request · excluded | Printer offline Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| PAN029-100447 | 10 Mar 2026 | Service Request | Slow VPN Network · ML · Head Office | P2 | Closed | 0.78 hr | 13.9 hr | Met |
| PAN029-100446 | 10 Mar 2026 | Quote · excluded | Site offline Network · TAG · Branch | P4 | Closed | — | — | n/a |
| PAN029-100445 | 09 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Site 2 | P3 | Closed | 0.71 hr | 2.3 days | Met |
| PAN029-100444 | 06 Mar 2026 | Change | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 3.79 hr | 21.4 hr | Met |
| PAN029-100443 | 05 Mar 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Closed | 1.17 hr | 1.7 days | Met |
| PAN029-100442 | 04 Mar 2026 | Quote · excluded | Switch port fault Network · AB · Head Office | P3 | Closed | — | — | n/a |
| PAN029-100441 | 04 Mar 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 3.76 hr | 9.6 hr | Met |
| PAN029-100440 | 03 Mar 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Resolved | 1.30 hr | 12.1 hr | Met |
| PAN029-100439 | 02 Mar 2026 | Quote · excluded | Report not generating Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| PAN029-100438 | 27 Feb 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Resolved | 2.02 hr | 23.4 hr | Met |
| PAN029-100437 | 25 Feb 2026 | Quote · excluded | Toner replacement Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| PAN029-100436 | 24 Feb 2026 | Incident | Retention change Backup · AB · Head Office | P2 | Resolved | 1.95 hr | 10.6 hr | Met |
| PAN029-100435 | 19 Feb 2026 | Planned Install · excluded | Database timeout Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| PAN029-100434 | 18 Feb 2026 | Incident | Site offline Network · AB · Head Office | P3 | Closed | 1.49 hr | 1.6 days | Met |
| PAN029-100433 | 18 Feb 2026 | Change | Docking station not detected Hardware · TAG · Branch | P2 | Closed | 1.10 hr | 1.8 days | Met |
| PAN029-100432 | 16 Feb 2026 | Planned Install · excluded | Database timeout Line of business app · ML · Head Office | P1 | Closed | — | — | n/a |
| PAN029-100431 | 12 Feb 2026 | Service Request | New extension setup Telephony · SE · Branch | P3 | Closed | 3.23 hr | 1.2 days | Met |
| PAN029-100430 | 10 Feb 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 4.66 hr | 1.7 days | Met |
| PAN029-100429 | 10 Feb 2026 | Incident | New starter setup User admin · KB · Remote | P2 | Resolved | 4.40 hr | 2.0 days | Met |
| PAN029-100428 | 09 Feb 2026 | Incident | Application crash on launch Line of business app · SE · Remote | P4 | Closed | 3.82 hr | 19.9 hr | Met |
| PAN029-100427 | 06 Feb 2026 | Incident | Phishing report triage Security · SE · Branch | P3 | Closed | 1.43 hr | 14.2 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.