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Pannal Machining LLP

PAN518ActiveTime and materials

pannalmachining.co.uk · Manufacturing · Account manager Ellie Marsh

Microsoft 365Healthy3 days agoSupport & assets (SQL)Partial17 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. 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

53 eligible records in this year
Average first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.0 days
Open records excluded from the average
SLA achievement
96.0%
2 call(s) over the 8-hour target
First-time fix
61.5%
Where the source records the field

Volume

Contract calls
53
69 calls logged in the period
Off contract
6
£2,013.75 chargeable
Open / closed
3 / 66
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

53
records
  • Printing10
  • Microsoft 3659
  • Line of business app6
  • Email5
  • Backup5
  • User admin5

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026534.14 hr96.0%216

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
Daniel Blacker80.63 hr100%0
(Not recorded)60.81 hr100%0
Kelly Gregory61.14 hr100%0
Phil Jenkins51.61 hr100%0
Karen Taylor53.48 hr100%0
Anne-Marie Cable50.78 hr100%0
Chloe Dempsey50.31 hr100%0
Rachael Parkin435.46 hr75%1
Barry Ebbs24.37 hr100%0
Aiden Higgins20.52 hr100%0
Julie Herbert21.36 hr100%0
Stacey Thomas20.91 hr100%0

2 contract calls missed the 8-hour target

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

Longest 127.7 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
300231Rachael ParkinLenovo ThinkCentre M70q2026-05-08 12:42135.65 hr+127.7SECall quality issue
300222Damian ArmstrongSamsung Galaxy S232026-03-31 16:108.19 hr+0.2BKCall quality issue

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Daniel BlackerEmail / Microsoft 365328 Jan 2026 – 27 Jul 2026
Karen TaylorEmail / Microsoft 365320 Apr 2026 – 20 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
HP ProDesk 400 G7Email / Microsoft 365309 Jan 2026 – 20 Aug 2026
Apple MacBook Pro 14Email / Microsoft 365313 Mar 2026 – 24 Jul 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
PAN518-10019425 Aug 2026Service RequestMessage quarantined
Email · ML · Remote
P2Closed——n/a
PAN518-10019320 Aug 2026IncidentSharePoint permission request
Microsoft 365 · KB · Head Office
P2Open——n/a
PAN518-10019219 Aug 2026IncidentHandset registration
Telephony · KB · Remote
P4Resolved1.38 hr2.4 hrMet
PAN518-10019113 Aug 2026Quote · excludedSlow VPN
Network · KB · Branch
P3In Progress——n/a
PAN518-10019012 Aug 2026Quote · excludedMFA reset
Security · ML · Remote
P3Open——n/a
PAN518-10018911 Aug 2026IncidentSite offline
Network · SE · Head Office
P4Closed1.09 hr1.0 daysMet
PAN518-10018807 Aug 2026Project · excludedSlow VPN
Network · TAG · Branch
P3Resolved——n/a
PAN518-10018706 Aug 2026Service RequestNew printer driver rollout
Printing · SE · Head Office
P4Closed0.52 hr2.0 daysMet
PAN518-10018605 Aug 2026Change · excludedSuspicious sign-in review
Security · ML · Branch
P3Closed——n/a
PAN518-10018504 Aug 2026IncidentRestore request
Backup · AB · Remote
P2Closed1.25 hr1.3 daysMet
PAN518-10018431 Jul 2026Service RequestDatabase timeout
Line of business app · ML · Remote
P3Closed0.11 hr17.4 hrMet
PAN518-10018328 Jul 2026Quote · excludedNew starter setup
User admin · AB · Branch
P4Resolved——n/a
PAN518-10018227 Jul 2026Service RequestSharePoint permission request
Microsoft 365 · SE · Remote
P3Closed0.12 hr1.0 daysMet
PAN518-10018126 Jul 2026Service RequestNew extension setup
Telephony · AB · Head Office
P3Closed0.58 hr2.0 daysMet
PAN518-10018024 Jul 2026IncidentOutlook not syncing
Microsoft 365 · KB · Head Office
P3Closed2.51 hr1.9 daysMet
PAN518-10017913 Jul 2026Service RequestScan to email failing
Printing · TAG · Head Office
P2Closed1.16 hr1.3 daysMet
PAN518-10017810 Jul 2026Incident · excludedToner replacement
Printing · TAG · Head Office
P3Closed——n/a
PAN518-10017709 Jul 2026Service RequestPrinter offline
Printing · ML · Head Office
P3Closed0.72 hr2.5 daysMet
PAN518-10017607 Jul 2026Service RequestReport not generating
Line of business app · SE · Remote
P4Resolved0.44 hr21.7 hrMet
PAN518-10017506 Jul 2026IncidentMessage quarantined
Email · BK · Head Office
P3Resolved——n/a
PAN518-10017430 Jun 2026Incident · excludedSuspicious sign-in review
Security · SE · Site 2
P4Closed——n/a
PAN518-10017325 Jun 2026Service RequestSlow VPN
Network · BK · Head Office
P3Closed0.42 hr12.5 hrMet
PAN518-10017223 Jun 2026IncidentMFA reset
Security · KB · Head Office
P3Resolved2.26 hr1.7 daysMet
PAN518-10017119 Jun 2026Project · excludedRestore request
Backup · KB · Head Office
P3Closed——n/a
PAN518-10017018 Jun 2026Service RequestWi-Fi dropouts in warehouse
Network · KB · Head Office
P2Closed0.28 hr5.2 hrMet
PAN518-10016916 Jun 2026IncidentPrinter offline
Printing · ML · Head Office
P3Closed0.84 hr0.6 hrMet
PAN518-10016815 Jun 2026Quote · excludedLicence renewal
Line of business app · BK · Branch
P3Closed——n/a
PAN518-10016704 Jun 2026Service RequestEndpoint alert investigation
Security · BK · Remote
P4Closed0.94 hr2.0 daysMet
PAN518-10016603 Jun 2026Service RequestSwitch port fault
Network · SE · Head Office
P2Closed0.06 hr15.4 hrMet
PAN518-10016502 Jun 2026IncidentDatabase timeout
Line of business app · BK · Site 2
P2Closed0.44 hr10.8 hrMet
PAN518-10016429 May 2026Service RequestOneDrive sync conflict
Microsoft 365 · AB · Branch
P4Resolved1.43 hr1.7 daysMet
PAN518-10016328 May 2026Service RequestOneDrive sync conflict
Microsoft 365 · TAG · Branch
P1Closed2.65 hr17.8 hrMet
PAN518-10016227 May 2026IncidentNew printer driver rollout
Printing · TAG · Head Office
P3Closed0.16 hr1.7 daysMet
PAN518-10016126 May 2026IncidentSharePoint permission request
Microsoft 365 · KB · Head Office
P3Closed1.21 hr1.4 hrMet
PAN518-10016025 May 2026IncidentPermission change
User admin · AB · Head Office
P3Resolved1.47 hr1.7 daysMet
PAN518-10015922 May 2026Service RequestScan to email failing
Printing · KB · Head Office
P3Closed0.56 hr3.2 hrMet
PAN518-10015821 May 2026Service RequestPhishing report triage
Security · BK · Branch
P4Resolved1.36 hr17.7 hrMet
PAN518-10015719 May 2026Incident · excludedPermission change
User admin · SE · Head Office
P2Closed——n/a
PAN518-10015613 May 2026IncidentApplication crash on launch
Line of business app · BK · Remote
P3Closed0.26 hr13.3 hrMet
PAN518-10015508 May 2026IncidentCall quality issue
Telephony · SE · Head Office
P4Closed135.65 hr20.5 hrMissed
PAN518-10015429 Apr 2026IncidentPrinter offline
Printing · ML · Head Office
P3Closed0.13 hr1.8 hrMet
PAN518-10015327 Apr 2026IncidentBackup capacity review
Backup · SE · Head Office
P3Resolved1.01 hr1.3 daysMet
PAN518-10015222 Apr 2026ChangeLeaver process
User admin · AB · Head Office
P3Closed4.23 hr1.8 hrMet
PAN518-10015121 Apr 2026Service RequestOneDrive sync conflict
Microsoft 365 · KB · Head Office
P3Resolved0.74 hr1.1 daysMet
PAN518-10015020 Apr 2026Service RequestMailbox delegation
Email · AB · Head Office
P3Closed6.17 hr20.1 hrMet
PAN518-10014906 Apr 2026Service RequestLeaver process
User admin · AB · Head Office
P4Closed0.88 hr16.2 hrMet
PAN518-10014804 Apr 2026Service RequestName change request
User admin · ML · Head Office
P2Resolved1.06 hr13.7 hrMet
PAN518-10014701 Apr 2026IncidentHandset registration
Telephony · TAG · Head Office
P3Closed0.10 hr1.5 daysMet
PAN518-10014631 Mar 2026Service RequestCall quality issue
Telephony · BK · Remote
P3Resolved8.19 hr21.3 hrMissed
PAN518-10014527 Mar 2026IncidentRestore request
Backup · KB · Branch
P4Closed1.05 hr1.3 daysMet
PAN518-10014426 Mar 2026IncidentLaptop will not boot
Hardware · ML · Remote
P2Closed0.45 hr1.9 daysMet
PAN518-10014320 Mar 2026IncidentScan to email failing
Printing · TAG · Head Office
P4Closed1.24 hr21.7 hrMet
PAN518-10014217 Mar 2026IncidentReport not generating
Line of business app · KB · Site 2
P2Closed5.69 hr1.4 daysMet
PAN518-10014113 Mar 2026Service RequestTeams sign-in loop
Microsoft 365 · AB · Head Office
P2Resolved3.86 hr16.2 hrMet
PAN518-10014012 Mar 2026Quote · excludedMailbox delegation
Email · AB · Branch
P4Resolved——n/a
PAN518-10013911 Mar 2026Planned Install · excludedMessage quarantined
Email · AB · Head Office
P4Closed——n/a
PAN518-10013805 Mar 2026Quote · excludedPrinter offline
Printing · AB · Head Office
P3Closed——n/a
PAN518-10013704 Mar 2026Quote · excludedScreen flickering
Hardware · AB · Head Office
P4Closed——n/a
PAN518-10013625 Feb 2026Incident · excludedOneDrive sync conflict
Microsoft 365 · KB · Head Office
P3Closed——n/a
PAN518-10013514 Feb 2026IncidentRestore request
Backup · AB · Site 2
P4Closed3.05 hr1.3 daysMet
PAN518-10013412 Feb 2026Service RequestLeaver process
User admin · KB · Head Office
P3Closed0.88 hr2.0 daysMet
PAN518-10013303 Feb 2026IncidentDatabase timeout
Line of business app · KB · Site 2
P3Closed0.13 hr16.9 hrMet
PAN518-10013228 Jan 2026IncidentMessage quarantined
Email · AB · Head Office
P4Closed0.21 hr7.6 hrMet
PAN518-10013127 Jan 2026IncidentToner replacement
Printing · ML · Head Office
P3Closed1.08 hr21.8 hrMet
PAN518-10013022 Jan 2026IncidentRetention change
Backup · ML · Head Office
P3Resolved0.79 hr2.2 daysMet
PAN518-10012916 Jan 2026ChangeNew printer driver rollout
Printing · TAG · Branch
P4Closed1.08 hr1.1 daysMet
PAN518-10012809 Jan 2026Service RequestSpoofed email reported
Email · ML · Head Office
P3Closed0.59 hr1.8 daysMet
PAN518-10012708 Jan 2026IncidentOutlook not syncing
Microsoft 365 · AB · Head Office
P2Resolved4.41 hr7.4 hrMet
PAN518-10012602 Jan 2026Incident · excludedOutlook not syncing
Microsoft 365 · KB · Head Office
P4Closed——n/a
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.