SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 36 records in this selection sit outside that — quotes, projects and planned installs, plus 15 calls billed time and materials. They stay visible for volume context.
Service performance
113 eligible records in this yearAverage first response
4.8 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
87.0%
14 call(s) over the 8-hour target
First-time fix
71.7%
Where the source records the field
Volume
Contract calls
113
149 calls logged in the period
Off contract
15
£4,880.25 chargeable
Open / closed
9 / 140
Across the selected period
Data-quality gaps
5
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
113
records
- Hardware15
- Backup14
- Security13
- User admin12
- Network12
- Telephony12
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 113 | 4.78 hr | 87.0% | 14 | 36 |
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 | 15 | 5.96 hr | 93% | 1 |
| Anne-Marie Cable | 14 | 3.37 hr | 93% | 1 |
| Kelly Gregory | 12 | 9.65 hr | 73% | 3 |
| Stacey Thomas | 12 | 1.21 hr | 100% | 0 |
| Chloe Dempsey | 10 | 5.62 hr | 80% | 2 |
| Damian Armstrong | 10 | 1.87 hr | 90% | 1 |
| (Not recorded) | 8 | 1.47 hr | 100% | 0 |
| Aiden Higgins | 7 | 3.12 hr | 86% | 1 |
| Daniel Blacker | 7 | 5.75 hr | 86% | 1 |
| Barry Ebbs | 6 | 2.61 hr | 80% | 1 |
| Julie Herbert | 4 | 12.27 hr | 75% | 1 |
| Rachael Parkin | 4 | 12.17 hr | 50% | 2 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 53.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303309 | Kelly Gregory | Samsung Galaxy A54 | 2026-03-25 15:44 | 61.76 hr | +53.8 | TAG | Voicemail not delivering |
| 303283 | Julie Herbert | Dell Latitude E7470 | 2026-02-11 14:12 | 44.16 hr | +36.2 | SE | Switch port fault |
| 303319 | Karen Taylor | Apple iPhone 12 | 2026-04-10 10:27 | 44.13 hr | +36.1 | AB | Switch port fault |
| 303276 | Rachael Parkin | Apple MacBook Air M2 | 2026-02-02 15:11 | 32.17 hr | +24.2 | TAG | Suspicious sign-in review |
| 303295 | Daniel Blacker | HP EliteBook 840 G9 | 2026-03-04 15:58 | 26.52 hr | +18.5 | ML | New starter setup |
| 303313 | Anne-Marie Cable | WatchGuard T85-W | 2026-04-03 13:24 | 24.58 hr | +16.6 | AB | SharePoint permission request |
| 303257 | Chloe Dempsey | Samsung Galaxy S23 | 2026-01-02 08:57 | 19.09 hr | +11.1 | SE | Retention change |
| 303272 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-01-26 14:48 | 18.92 hr | +10.9 | SE | Licence renewal |
| 303382 | Kelly Gregory | Samsung Galaxy A54 | 2026-07-16 10:43 | 17.06 hr | +9.1 | BK | Phishing report triage |
| 303390 | Rachael Parkin | HP LaserJet M480 | 2026-07-29 10:48 | 11.94 hr | +3.9 | AB | Permission change |
| 303322 | Aiden Higgins | HP ProBook 450 G6 | 2026-04-14 11:29 | 11.64 hr | +3.6 | SE | Mailbox delegation |
| 303331 | Kelly Gregory | Apple iPhone 14 | 2026-04-30 09:13 | 10.84 hr | +2.8 | AB | Permission change |
| 303371 | Barry Ebbs | Apple MacBook Air M2 | 2026-06-29 15:54 | 10.55 hr | +2.5 | TAG | Laptop will not boot |
| 303348 | Damian Armstrong | Apple iPhone 14 | 2026-05-28 14:10 | 9.30 hr | +1.3 | ML | Screen flickering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Backup / restore | 4 | 20 Jan 2026 – 06 May 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 18 Mar 2026 – 10 Apr 2026 |
| Kelly Gregory | Monitoring / server / security | 4 | 02 Jun 2026 – 16 Jul 2026 |
| (Not recorded) | Hardware | 3 | 09 Jan 2026 – 21 May 2026 |
| Karen Taylor | Printing | 3 | 16 Jan 2026 – 19 May 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 23 Jan 2026 – 05 May 2026 |
| Chloe Dempsey | Monitoring / server / security | 3 | 04 Mar 2026 – 12 May 2026 |
| Daniel Blacker | Monitoring / server / security | 3 | 06 Mar 2026 – 23 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple iPhone 12 | Monitoring / server / security | 4 | 23 Jan 2026 – 27 May 2026 |
| Apple iPhone 14 | Monitoring / server / security | 4 | 06 Mar 2026 – 25 Aug 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 4 | 23 Apr 2026 – 10 Jun 2026 |
| Apple MacBook Pro 14 | Backup / restore | 4 | 06 May 2026 – 13 Aug 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 3 | 01 Jan 2026 – 23 Jun 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 04 Mar 2026 – 06 Aug 2026 |
| HP ProDesk 400 G7 | Monitoring / server / security | 3 | 11 Mar 2026 – 16 Jun 2026 |
| HP ProDesk 400 G7 | Telephony | 3 | 23 Mar 2026 – 30 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
149 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PAN790-100470 | 25 Aug 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 0.19 hr | 2.1 days | Met |
| PAN790-100469 | 24 Aug 2026 | Quote · excluded | Message quarantined Email · SE · Remote | P3 | Open | — | — | n/a |
| PAN790-100468 | 21 Aug 2026 | Service Request | New printer driver rollout Printing · ML · Branch | P2 | Resolved | 1.49 hr | 11.6 hr | Met |
| PAN790-100467 | 19 Aug 2026 | Quote · excluded | Database timeout Line of business app · KB · Head Office | P4 | In Progress | — | — | n/a |
| PAN790-100466 | 18 Aug 2026 | Incident | Name change request User admin · TAG · Branch | P3 | Resolved | 1.68 hr | 1.9 days | Met |
| PAN790-100465 | 14 Aug 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | 0.30 hr | 2.5 days | Met |
| PAN790-100464 | 13 Aug 2026 | Incident | Backup job failed Backup · BK · Remote | P3 | Resolved | 0.38 hr | 7.5 hr | Met |
| PAN790-100463 | 12 Aug 2026 | Incident | Name change request User admin · TAG · Head Office | P4 | Resolved | 1.53 hr | 1.1 days | Met |
| PAN790-100462 | 11 Aug 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Open | — | — | n/a |
| PAN790-100461 | 06 Aug 2026 | Service Request | Phishing report triage Security · AB · Head Office | P2 | Resolved | 0.23 hr | 1.3 days | Met |
| PAN790-100460 | 05 Aug 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Closed | — | — | n/a |
| PAN790-100459 | 03 Aug 2026 | Planned Install · excluded | Scan to email failing Printing · BK · Branch | P4 | In Progress | — | — | n/a |
| PAN790-100458 | 31 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P4 | Resolved | 1.26 hr | 1.0 days | Met |
| PAN790-100457 | 30 Jul 2026 | Incident | Voicemail not delivering Telephony · KB · Branch | P3 | Closed | 1.03 hr | 16.7 hr | Met |
| PAN790-100456 | 29 Jul 2026 | Incident | Permission change User admin · AB · Branch | P3 | Closed | 11.94 hr | 12.4 hr | Missed |
| PAN790-100455 | 28 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Head Office | P2 | In Progress | — | — | n/a |
| PAN790-100454 | 27 Jul 2026 | Project · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Open | — | — | n/a |
| PAN790-100453 | 23 Jul 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 5.95 hr | 12.6 hr | Met |
| PAN790-100452 | 22 Jul 2026 | Quote · excluded | Backup job failed Backup · KB · Head Office | P3 | In Progress | — | — | n/a |
| PAN790-100451 | 21 Jul 2026 | Planned Install · excluded | Spoofed email reported Email · ML · Remote | P3 | In Progress | — | — | n/a |
| PAN790-100450 | 20 Jul 2026 | Quote · excluded | Switch port fault Network · ML · Branch | P3 | Resolved | — | — | n/a |
| PAN790-100449 | 17 Jul 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P3 | Resolved | 0.57 hr | 12.8 hr | Met |
| PAN790-100448 | 16 Jul 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Closed | 17.06 hr | 17.7 hr | Missed |
| PAN790-100447 | 15 Jul 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Closed | 0.71 hr | 17.1 hr | Met |
| PAN790-100446 | 14 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 1.93 hr | 1.3 days | Met |
| PAN790-100445 | 13 Jul 2026 | Quote · excluded | Name change request User admin · ML · Remote | P3 | In Progress | — | — | n/a |
| PAN790-100444 | 10 Jul 2026 | Incident | Slow VPN Network · BK · Branch | P3 | Resolved | 0.78 hr | 13.9 hr | Met |
| PAN790-100443 | 08 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | 1.23 hr | 1.4 days | Met |
| PAN790-100442 | 06 Jul 2026 | Quote · excluded | Permission change User admin · BK · Remote | P3 | Resolved | — | — | n/a |
| PAN790-100441 | 03 Jul 2026 | Change | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 0.56 hr | 1.1 days | Met |
| PAN790-100440 | 02 Jul 2026 | Incident | Site offline Network · AB · Head Office | P4 | Closed | 2.02 hr | 11.2 hr | Met |
| PAN790-100439 | 30 Jun 2026 | Service Request | Leaver process User admin · BK · Site 2 | P2 | Closed | 0.66 hr | 1.1 days | Met |
| PAN790-100438 | 30 Jun 2026 | Change | Printer offline Printing · TAG · Remote | P4 | Resolved | 5.60 hr | 8.8 hr | Met |
| PAN790-100437 | 29 Jun 2026 | Service Request | Laptop will not boot Hardware · TAG · Remote | P3 | Closed | 10.55 hr | 1.9 days | Missed |
| PAN790-100436 | 29 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Closed | 0.93 hr | 1.5 days | Met |
| PAN790-100435 | 26 Jun 2026 | Incident · excluded | Slow VPN Network · TAG · Head Office | P2 | Resolved | — | — | n/a |
| PAN790-100434 | 25 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Remote | P1 | Resolved | 0.59 hr | 6.9 hr | Met |
| PAN790-100433 | 24 Jun 2026 | Service Request | MFA reset Security · ML · Site 2 | P4 | Closed | 0.26 hr | 1.1 days | Met |
| PAN790-100432 | 24 Jun 2026 | Planned Install · excluded | Distribution list change Email · KB · Remote | P1 | Resolved | — | — | n/a |
| PAN790-100431 | 23 Jun 2026 | Change | Message quarantined Email · ML · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100430 | 18 Jun 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Closed | 4.03 hr | 19.2 hr | Met |
| PAN790-100429 | 17 Jun 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 1.28 hr | 1.3 days | Met |
| PAN790-100428 | 16 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 1.01 hr | 22.1 hr | Met |
| PAN790-100427 | 15 Jun 2026 | Quote · excluded | Switch port fault Network · SE · Remote | P1 | Closed | — | — | n/a |
| PAN790-100426 | 15 Jun 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Resolved | 0.75 hr | 8.8 hr | Met |
| PAN790-100425 | 12 Jun 2026 | Planned Install · excluded | Permission change User admin · BK · Branch | P3 | Resolved | — | — | n/a |
| PAN790-100424 | 11 Jun 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Resolved | 0.96 hr | 1.6 days | Met |
| PAN790-100423 | 10 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 1.21 hr | 1.4 days | Met |
| PAN790-100422 | 09 Jun 2026 | Change | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 1.90 hr | 2.2 days | Met |
| PAN790-100421 | 08 Jun 2026 | Incident | Backup job failed Backup · AB · Head Office | P4 | Closed | 1.97 hr | 1.9 days | Met |
| PAN790-100420 | 05 Jun 2026 | Incident | New starter setup User admin · KB · Head Office | P4 | Closed | 1.30 hr | 23.2 hr | Met |
| PAN790-100419 | 04 Jun 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | Resolved | 5.35 hr | 1.7 days | Met |
| PAN790-100418 | 02 Jun 2026 | Service Request | MFA reset Security · KB · Remote | P3 | Closed | 3.94 hr | 3.5 hr | Met |
| PAN790-100417 | 01 Jun 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 0.19 hr | 15.0 hr | Met |
| PAN790-100416 | 30 May 2026 | Incident | Permission change User admin · TAG · Branch | P4 | Closed | 0.37 hr | 1.7 days | Met |
| PAN790-100415 | 29 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Closed | 0.42 hr | 2.5 days | Met |
| PAN790-100414 | 28 May 2026 | Service Request | Screen flickering Hardware · ML · Remote | P3 | Closed | 9.30 hr | 2.4 days | Missed |
| PAN790-100413 | 27 May 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Closed | 0.10 hr | 20.1 hr | Met |
| PAN790-100412 | 25 May 2026 | Incident | Report not generating Line of business app · AB · Branch | P4 | Closed | 0.66 hr | 21.3 hr | Met |
| PAN790-100411 | 21 May 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | 1.57 hr | 3.4 hr | Met |
| PAN790-100410 | 20 May 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P2 | Resolved | 1.68 hr | 1.1 days | Met |
| PAN790-100409 | 19 May 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 0.09 hr | 7.4 hr | Met |
| PAN790-100408 | 18 May 2026 | Incident · excluded | Site offline Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| PAN790-100407 | 14 May 2026 | Incident · excluded | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100406 | 12 May 2026 | Change | Endpoint alert investigation Security · TAG · Head Office | P3 | Closed | 1.44 hr | 6.6 hr | Met |
| PAN790-100405 | 12 May 2026 | Quote · excluded | Report not generating Line of business app · SE · Site 2 | P4 | Closed | — | — | n/a |
| PAN790-100404 | 08 May 2026 | Service Request | Name change request User admin · BK · Head Office | P3 | Resolved | 0.79 hr | 2.4 days | Met |
| PAN790-100403 | 07 May 2026 | Service Request | Application crash on launch Line of business app · TAG · Remote | P4 | Resolved | 1.38 hr | 1.7 days | Met |
| PAN790-100402 | 06 May 2026 | Change | Backup capacity review Backup · ML · Head Office | P3 | Closed | 4.68 hr | 1.6 days | Met |
| PAN790-100401 | 05 May 2026 | Service Request | MFA reset Security · BK · Remote | P2 | Closed | — | — | n/a |
| PAN790-100400 | 04 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Remote | P4 | Closed | — | — | n/a |
| PAN790-100399 | 02 May 2026 | Service Request | Backup job failed Backup · AB · Remote | P3 | Closed | 0.09 hr | 1.7 days | Met |
| PAN790-100398 | 01 May 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Closed | 1.46 hr | 15.3 hr | Met |
| PAN790-100397 | 30 Apr 2026 | Incident | Permission change User admin · AB · Head Office | P4 | Resolved | 10.84 hr | 2.4 days | Missed |
| PAN790-100396 | 27 Apr 2026 | Service Request | Handset registration Telephony · AB · Head Office | P3 | Closed | 0.99 hr | 1.6 days | Met |
| PAN790-100395 | 24 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | 3.34 hr | 1.6 days | Met |
| PAN790-100394 | 23 Apr 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Closed | 4.09 hr | 13.3 hr | Met |
| PAN790-100393 | 22 Apr 2026 | Incident | Site offline Network · TAG · Head Office | P4 | Closed | 2.99 hr | 1.3 days | Met |
| PAN790-100392 | 21 Apr 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100391 | 21 Apr 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P3 | Closed | 4.68 hr | 2.2 days | Met |
| PAN790-100390 | 16 Apr 2026 | Incident · excluded | Permission change User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100389 | 15 Apr 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Resolved | 0.07 hr | 1.2 days | Met |
| PAN790-100388 | 14 Apr 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P2 | Resolved | 11.64 hr | 7.2 hr | Missed |
| PAN790-100387 | 13 Apr 2026 | Change | Mailbox delegation Email · KB · Site 2 | P3 | Closed | — | — | n/a |
| PAN790-100386 | 10 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Branch | P1 | Closed | 0.75 hr | 8.9 hr | Met |
| PAN790-100385 | 10 Apr 2026 | Incident | Switch port fault Network · AB · Branch | P4 | Closed | 44.13 hr | 1.3 days | Missed |
| PAN790-100384 | 09 Apr 2026 | Incident | Scan to email failing Printing · ML · Remote | P1 | Closed | 2.45 hr | 17.4 hr | Met |
| PAN790-100383 | 08 Apr 2026 | Incident | Spoofed email reported Email · SE · Branch | P3 | Closed | 1.26 hr | 15.9 hr | Met |
| PAN790-100382 | 07 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 0.38 hr | 2.4 days | Met |
| PAN790-100381 | 06 Apr 2026 | Quote · excluded | Permission change User admin · KB · Branch | P3 | Resolved | — | — | n/a |
| PAN790-100380 | 06 Apr 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| PAN790-100379 | 03 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Closed | 24.58 hr | 1.9 days | Missed |
| PAN790-100378 | 02 Apr 2026 | Incident | Docking station not detected Hardware · ML · Remote | P3 | Resolved | 4.69 hr | 2.2 days | Met |
| PAN790-100377 | 30 Mar 2026 | Planned Install · excluded | Mailbox delegation Email · ML · Branch | P4 | Resolved | — | — | n/a |
| PAN790-100376 | 27 Mar 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Closed | 0.68 hr | 1.7 days | Met |
| PAN790-100375 | 25 Mar 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 61.76 hr | 17.6 hr | Missed |
| PAN790-100374 | 24 Mar 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Closed | 1.08 hr | 12.4 hr | Met |
| PAN790-100373 | 23 Mar 2026 | Incident | Voicemail not delivering Telephony · KB · Branch | P3 | Closed | 4.26 hr | 1.2 days | Met |
| PAN790-100372 | 19 Mar 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Resolved | 3.25 hr | 1.6 days | Met |
| PAN790-100371 | 18 Mar 2026 | Incident | Mailbox delegation Email · SE · Branch | P2 | Closed | 5.16 hr | 15.8 hr | Met |
| PAN790-100370 | 17 Mar 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P4 | Closed | 3.52 hr | 1.1 days | Met |
| PAN790-100369 | 16 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P2 | Closed | 1.38 hr | 2.2 days | Met |
| PAN790-100368 | 16 Mar 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | 0.30 hr | 23.4 hr | Met |
| PAN790-100367 | 13 Mar 2026 | Incident | Backup job failed Backup · TAG · Head Office | P3 | Resolved | 1.00 hr | 15.0 hr | Met |
| PAN790-100366 | 11 Mar 2026 | Service Request | MFA reset Security · ML · Head Office | P3 | Closed | 3.23 hr | 16.4 hr | Met |
| PAN790-100365 | 11 Mar 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 1.31 hr | 2.2 days | Met |
| PAN790-100364 | 10 Mar 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Closed | 1.89 hr | 21.1 hr | Met |
| PAN790-100363 | 06 Mar 2026 | Incident | Slow VPN Network · KB · Remote | P2 | Closed | 0.60 hr | 1.1 days | Met |
| PAN790-100362 | 05 Mar 2026 | Quote · excluded | Backup capacity review Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100361 | 04 Mar 2026 | Change | New starter setup User admin · ML · Head Office | P3 | Resolved | 26.52 hr | 2.2 days | Missed |
| PAN790-100360 | 04 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Remote | P4 | Closed | 5.45 hr | 19.6 hr | Met |
| PAN790-100359 | 26 Feb 2026 | Service Request · excluded | Licence renewal Line of business app · ML · Remote | P3 | Closed | — | — | n/a |
| PAN790-100358 | 25 Feb 2026 | Change · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100357 | 23 Feb 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · KB · Remote | P1 | Closed | — | — | n/a |
| PAN790-100356 | 19 Feb 2026 | Service Request · excluded | Backup capacity review Backup · KB · Remote | P3 | Closed | — | — | n/a |
| PAN790-100355 | 19 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P2 | Closed | 3.57 hr | 1.0 days | Met |
| PAN790-100354 | 18 Feb 2026 | Change | New extension setup Telephony · AB · Branch | P1 | Closed | 3.86 hr | 16.1 hr | Met |
| PAN790-100353 | 17 Feb 2026 | Incident · excluded | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100352 | 16 Feb 2026 | Incident | Mailbox delegation Email · BK · Head Office | P4 | Resolved | 1.26 hr | 1.3 days | Met |
| PAN790-100351 | 13 Feb 2026 | Service Request | Handset registration Telephony · TAG · Branch | P3 | Closed | 0.60 hr | 1.9 days | Met |
| PAN790-100350 | 12 Feb 2026 | Change | Call quality issue Telephony · AB · Head Office | P3 | Closed | 0.60 hr | 1.9 days | Met |
| PAN790-100349 | 11 Feb 2026 | Incident | Switch port fault Network · SE · Remote | P3 | Resolved | 44.16 hr | 2.4 days | Missed |
| PAN790-100348 | 10 Feb 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 1.45 hr | 2.3 days | Met |
| PAN790-100347 | 09 Feb 2026 | Project · excluded | Application crash on launch Line of business app · TAG · Branch | P1 | Resolved | — | — | n/a |
| PAN790-100346 | 06 Feb 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 0.27 hr | 1.8 days | Met |
| PAN790-100345 | 05 Feb 2026 | Incident | Retention change Backup · ML · Branch | P4 | Closed | 4.36 hr | 1.3 days | Met |
| PAN790-100344 | 03 Feb 2026 | Incident | Leaver process User admin · ML · Site 2 | P3 | Resolved | 0.48 hr | 1.5 days | Met |
| PAN790-100343 | 02 Feb 2026 | Quote · excluded | Screen flickering Hardware · BK · Remote | P2 | Closed | — | — | n/a |
| PAN790-100342 | 02 Feb 2026 | Incident | Suspicious sign-in review Security · TAG · Branch | P1 | Resolved | 32.17 hr | 13.0 hr | Missed |
| PAN790-100341 | 30 Jan 2026 | Change · excluded | Handset registration Telephony · KB · Head Office | P2 | Resolved | — | — | n/a |
| PAN790-100340 | 29 Jan 2026 | Incident · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| PAN790-100339 | 28 Jan 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 3.18 hr | 2.4 days | Met |
| PAN790-100338 | 26 Jan 2026 | Incident | Licence renewal Line of business app · SE · Remote | P3 | Closed | 18.92 hr | 17.3 hr | Missed |
| PAN790-100337 | 23 Jan 2026 | Service Request | Site offline Network · ML · Branch | P3 | Resolved | 3.71 hr | 19.5 hr | Met |
| PAN790-100336 | 22 Jan 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | — | — | n/a |
| PAN790-100335 | 20 Jan 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 3.92 hr | 2.2 days | Met |
| PAN790-100334 | 16 Jan 2026 | Service Request | Toner replacement Printing · SE · Branch | P3 | Closed | 5.14 hr | 2.0 days | Met |
| PAN790-100333 | 15 Jan 2026 | Incident | Toner replacement Printing · BK · Remote | P4 | Closed | 3.96 hr | 2.3 days | Met |
| PAN790-100332 | 14 Jan 2026 | Service Request · excluded | Database timeout Line of business app · BK · Remote | P4 | Resolved | — | — | n/a |
| PAN790-100331 | 13 Jan 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Closed | 0.46 hr | 2.5 days | Met |
| PAN790-100330 | 13 Jan 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P4 | Resolved | 1.15 hr | 3.3 hr | Met |
| PAN790-100329 | 12 Jan 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| PAN790-100328 | 12 Jan 2026 | Incident | Permission change User admin · SE · Branch | P1 | Resolved | 0.76 hr | 5.5 hr | Met |
| PAN790-100327 | 09 Jan 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P2 | Resolved | 0.57 hr | 1.6 days | Met |
| PAN790-100326 | 08 Jan 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | 0.85 hr | 16.6 hr | Met |
| PAN790-100325 | 06 Jan 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Resolved | 1.23 hr | 2.0 days | Met |
| PAN790-100324 | 05 Jan 2026 | Change | Toner replacement Printing · BK · Remote | P3 | Resolved | 0.69 hr | 1.6 days | Met |
| PAN790-100323 | 02 Jan 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Resolved | 19.09 hr | 1.3 days | Missed |
| PAN790-100322 | 01 Jan 2026 | Incident | Mailbox delegation Email · AB · Branch | P4 | Resolved | 3.96 hr | 2.2 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.