SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 16 records in this selection sit outside that — quotes, projects and planned installs, plus 6 calls billed time and materials. They stay visible for volume context.
Service performance
23 eligible records in this yearAverage first response
10.6 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
78.3%
5 call(s) over the 8-hour target
First-time fix
73.9%
Where the source records the field
Volume
Contract calls
23
39 calls logged in the period
Off contract
6
£2,034 chargeable
Open / closed
3 / 36
Across the selected period
Data-quality gaps
0
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
23
records
- Email5
- Telephony4
- Security3
- Line of business app3
- Microsoft 3652
- User admin2
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 23 | 10.56 hr | 78.3% | 5 | 16 |
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 | 4 | 5.66 hr | 75% | 1 |
| Kelly Gregory | 3 | 11.62 hr | 67% | 1 |
| Daniel Blacker | 3 | 8.87 hr | 67% | 1 |
| Julie Herbert | 3 | 1.19 hr | 100% | 0 |
| Damian Armstrong | 2 | 5.72 hr | 50% | 1 |
| Anne-Marie Cable | 2 | 1.15 hr | 100% | 0 |
| Chloe Dempsey | 1 | 2.22 hr | 100% | 0 |
| Aiden Higgins | 1 | 1.31 hr | 100% | 0 |
| Stacey Thomas | 1 | 0.32 hr | 100% | 0 |
| Barry Ebbs | 1 | 0.15 hr | 100% | 0 |
| Phil Jenkins | 1 | 0.15 hr | 100% | 0 |
| Rachael Parkin | 1 | 137.28 hr | 0% | 1 |
5 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 129.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 300491 | Rachael Parkin | Ubiquiti USW-Pro-24 | 2026-07-07 16:57 | 137.28 hr | +129.3 | SE | Report not generating |
| 300493 | Kelly Gregory | Dell Latitude 7420 | 2026-07-17 17:16 | 27.67 hr | +19.7 | TAG | Database timeout |
| 300484 | Daniel Blacker | Apple MacBook Air M2 | 2026-05-20 08:18 | 20.08 hr | +12.1 | BK | Suspicious sign-in review |
| 300465 | Karen Taylor | Apple MacBook Air M2 | 2026-02-16 11:23 | 11.32 hr | +3.3 | AB | Mailbox delegation |
| 300489 | Damian Armstrong | HP ProBook 450 G6 | 2026-06-16 17:41 | 10.33 hr | +2.3 | BK | New extension setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 3 | 01 Jan 2026 – 28 Apr 2026 |
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
39 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PAN187-100116 | 24 Aug 2026 | Planned Install · excluded | Handset registration Telephony · ML · Remote | P3 | In Progress | — | — | n/a |
| PAN187-100115 | 31 Jul 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| PAN187-100114 | 28 Jul 2026 | Change · excluded | Voicemail not delivering Telephony · TAG · Head Office | P3 | Resolved | — | — | n/a |
| PAN187-100113 | 27 Jul 2026 | Project · excluded | Retention change Backup · KB · Head Office | P4 | In Progress | — | — | n/a |
| PAN187-100112 | 17 Jul 2026 | Service Request | Database timeout Line of business app · TAG · Remote | P3 | Closed | 27.67 hr | 1.3 days | Missed |
| PAN187-100111 | 15 Jul 2026 | Quote · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | In Progress | — | — | n/a |
| PAN187-100110 | 07 Jul 2026 | Incident | Report not generating Line of business app · SE · Site 2 | P3 | Closed | 137.28 hr | 1.2 days | Missed |
| PAN187-100109 | 02 Jul 2026 | Service Request | Application crash on launch Line of business app · KB · Branch | P3 | Resolved | 0.15 hr | 1.4 days | Met |
| PAN187-100108 | 16 Jun 2026 | Service Request | New extension setup Telephony · BK · Head Office | P3 | Resolved | 10.33 hr | 5.5 hr | Missed |
| PAN187-100107 | 06 Jun 2026 | Incident | Distribution list change Email · AB · Head Office | P3 | Closed | 0.15 hr | 1.7 days | Met |
| PAN187-100106 | 29 May 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 5.59 hr | 21.7 hr | Met |
| PAN187-100105 | 26 May 2026 | Planned Install · excluded | Distribution list change Email · KB · Head Office | P4 | Closed | — | — | n/a |
| PAN187-100104 | 21 May 2026 | Quote · excluded | Slow VPN Network · BK · Head Office | P4 | Closed | — | — | n/a |
| PAN187-100103 | 20 May 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 20.08 hr | 15.4 hr | Missed |
| PAN187-100102 | 14 May 2026 | Change · excluded | Slow VPN Network · BK · Head Office | P3 | Resolved | — | — | n/a |
| PAN187-100101 | 13 May 2026 | Change | Slow VPN Network · ML · Head Office | P2 | Closed | 0.21 hr | 2.1 days | Met |
| PAN187-100100 | 12 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Resolved | 0.61 hr | 2.7 hr | Met |
| PAN187-100099 | 08 May 2026 | Quote · excluded | Handset registration Telephony · TAG · Branch | P4 | Closed | — | — | n/a |
| PAN187-100098 | 05 May 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 0.32 hr | 1.0 days | Met |
| PAN187-100097 | 30 Apr 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 1.68 hr | 1.7 days | Met |
| PAN187-100096 | 28 Apr 2026 | Change | Distribution list change Email · BK · Remote | P4 | Closed | 4.78 hr | 3.2 hr | Met |
| PAN187-100095 | 22 Apr 2026 | Service Request | New extension setup Telephony · SE · Head Office | P3 | Closed | 2.09 hr | 1.4 days | Met |
| PAN187-100094 | 21 Apr 2026 | Project · excluded | Outlook not syncing Microsoft 365 · AB · Branch | P4 | Resolved | — | — | n/a |
| PAN187-100093 | 15 Apr 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Resolved | 0.64 hr | 7.7 hr | Met |
| PAN187-100092 | 10 Apr 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Resolved | 1.27 hr | 2.1 days | Met |
| PAN187-100091 | 08 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| PAN187-100090 | 03 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 4.51 hr | 0.4 hr | Met |
| PAN187-100089 | 30 Mar 2026 | Incident · excluded | Backup capacity review Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| PAN187-100088 | 11 Mar 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P4 | Closed | 2.01 hr | 2.4 days | Met |
| PAN187-100087 | 10 Mar 2026 | Incident · excluded | Printer offline Printing · BK · Head Office | P2 | Closed | — | — | n/a |
| PAN187-100086 | 04 Mar 2026 | Incident · excluded | Phishing report triage Security · AB · Branch | P3 | Closed | — | — | n/a |
| PAN187-100085 | 24 Feb 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 6.54 hr | 1.9 days | Met |
| PAN187-100084 | 16 Feb 2026 | Service Request | Mailbox delegation Email · AB · Remote | P3 | Resolved | 11.32 hr | 1.7 days | Missed |
| PAN187-100083 | 12 Feb 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Resolved | 1.31 hr | 2.4 days | Met |
| PAN187-100082 | 09 Feb 2026 | Incident | New starter setup User admin · TAG · Branch | P3 | Closed | 2.22 hr | 2.0 days | Met |
| PAN187-100081 | 03 Feb 2026 | Service Request | Distribution list change Email · SE · Head Office | P2 | Closed | 1.12 hr | 1.7 days | Met |
| PAN187-100080 | 17 Jan 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P4 | Resolved | — | — | n/a |
| PAN187-100079 | 12 Jan 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Branch | P4 | Resolved | — | — | n/a |
| PAN187-100078 | 01 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | 0.96 hr | 1.5 days | 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.