SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 20 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.
Service performance
73 eligible records in this yearAverage first response
5.6 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
83.3%
11 call(s) over the 8-hour target
First-time fix
68.1%
Where the source records the field
Volume
Contract calls
73
93 calls logged in the period
Off contract
11
£2,384.25 chargeable
Open / closed
2 / 91
Across the selected period
Data-quality gaps
7
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
73
records
- Security11
- Microsoft 36510
- User admin10
- Backup8
- Telephony8
- Email7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 73 | 5.55 hr | 83.3% | 11 | 20 |
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 | 11 | 3.30 hr | 89% | 1 |
| Chloe Dempsey | 9 | 8.16 hr | 78% | 2 |
| Kelly Gregory | 9 | 6.48 hr | 75% | 2 |
| Daniel Blacker | 8 | 3.85 hr | 88% | 1 |
| (Not recorded) | 7 | 3.73 hr | 80% | 1 |
| Barry Ebbs | 5 | 1.41 hr | 100% | 0 |
| Aiden Higgins | 5 | 3.00 hr | 80% | 1 |
| Rachael Parkin | 4 | 0.93 hr | 100% | 0 |
| Phil Jenkins | 4 | 0.91 hr | 100% | 0 |
| Damian Armstrong | 4 | 16.37 hr | 67% | 1 |
| Julie Herbert | 3 | 24.64 hr | 33% | 2 |
| Anne-Marie Cable | 2 | 0.45 hr | 100% | 0 |
11 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 39.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304259 | Damian Armstrong | Lenovo ThinkPad T14 | 2026-01-21 10:35 | 47.59 hr | +39.6 | KB | Toner replacement |
| 304262 | Chloe Dempsey | Apple iPhone 12 | 2026-01-29 16:46 | 42.38 hr | +34.4 | TAG | Phishing report triage |
| 304250 | Julie Herbert | Dell Latitude 5440 | 2026-01-09 16:44 | 34.75 hr | +26.8 | BK | Teams sign-in loop |
| 304299 | Julie Herbert | HP ProDesk 400 G7 | 2026-05-04 14:02 | 33.49 hr | +25.5 | KB | Leaver process |
| 304264 | Kelly Gregory | Apple MacBook Pro 14 | 2026-02-02 11:51 | 25.20 hr | +17.2 | SE | Spoofed email reported |
| 304257 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-01-19 16:09 | 20.97 hr | +13.0 | TAG | SharePoint permission request |
| 304276 | Kelly Gregory | Dell Latitude 7420 | 2026-02-26 12:21 | 20.48 hr | +12.5 | KB | Handset registration |
| 304323 | Karen Taylor | Kyocera ECOSYS M5526 | 2026-07-08 09:44 | 14.46 hr | +6.5 | BK | Retention change |
| 304284 | Daniel Blacker | Dell Latitude 5440 | 2026-03-20 17:24 | 10.90 hr | +2.9 | TAG | Report not generating |
| 304325 | Aiden Higgins | Apple MacBook Air M2 | 2026-07-10 09:56 | 9.03 hr | +1.0 | BK | Phishing report triage |
| 304328 | (Not recorded) | Lenovo ThinkPad T14 | 2026-07-15 10:14 | 8.45 hr | +0.5 | ML | Mailbox delegation |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Telephony | 4 | 07 Jan 2026 – 16 Jun 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 4 | 19 Jan 2026 – 03 Aug 2026 |
| Karen Taylor | User administration | 3 | 03 Feb 2026 – 05 Jun 2026 |
| Daniel Blacker | Email / Microsoft 365 | 3 | 04 Mar 2026 – 29 May 2026 |
| (Not recorded) | Email / Microsoft 365 | 3 | 15 Jun 2026 – 15 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | User administration | 4 | 16 Jan 2026 – 05 Jun 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 4 | 19 Jan 2026 – 15 Jul 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 3 | 24 Mar 2026 – 07 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
93 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PEN360-100300 | 25 Aug 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Head Office | P1 | Resolved | — | — | n/a |
| PEN360-100299 | 21 Aug 2026 | Incident | Retention change Backup · BK · Site 2 | P3 | Open | — | — | n/a |
| PEN360-100298 | 17 Aug 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P2 | Closed | 4.70 hr | 13.3 hr | Met |
| PEN360-100297 | 13 Aug 2026 | Incident | Toner replacement Printing · KB · Remote | P3 | Closed | 0.74 hr | 1.4 days | Met |
| PEN360-100296 | 07 Aug 2026 | Change | MFA reset Security · BK · Head Office | P3 | Closed | 0.65 hr | 2.8 hr | Met |
| PEN360-100295 | 03 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.91 hr | 2.2 days | Met |
| PEN360-100294 | 30 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Site 2 | P4 | Closed | 0.37 hr | 1.0 days | Met |
| PEN360-100293 | 24 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · TAG · Site 2 | P4 | Closed | — | — | n/a |
| PEN360-100292 | 23 Jul 2026 | Service Request · excluded | Permission change User admin · TAG · Remote | P3 | Resolved | — | — | n/a |
| PEN360-100291 | 16 Jul 2026 | Service Request | Endpoint alert investigation Security · SE · Remote | P2 | Closed | 5.68 hr | 9.2 hr | Met |
| PEN360-100290 | 15 Jul 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P3 | Resolved | 8.45 hr | 2.5 days | Missed |
| PEN360-100289 | 14 Jul 2026 | Quote · excluded | Phishing report triage Security · KB · Head Office | P4 | Open | — | — | n/a |
| PEN360-100288 | 13 Jul 2026 | Service Request · excluded | Printer offline Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| PEN360-100287 | 10 Jul 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Resolved | 9.03 hr | 2.0 days | Missed |
| PEN360-100286 | 09 Jul 2026 | Service Request · excluded | New extension setup Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| PEN360-100285 | 08 Jul 2026 | Incident | Retention change Backup · BK · Head Office | P4 | Closed | 14.46 hr | 22.7 hr | Missed |
| PEN360-100284 | 07 Jul 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Closed | 0.83 hr | 2.2 hr | Met |
| PEN360-100283 | 03 Jul 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P2 | Resolved | 0.69 hr | 2.3 days | Met |
| PEN360-100282 | 30 Jun 2026 | Quote · excluded | Handset registration Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| PEN360-100281 | 25 Jun 2026 | Service Request | Permission change User admin · AB · Branch | P3 | Closed | 0.17 hr | 6.9 hr | Met |
| PEN360-100280 | 24 Jun 2026 | Change | SharePoint permission request Microsoft 365 · ML · Branch | P1 | Closed | 0.70 hr | 14.5 hr | Met |
| PEN360-100279 | 22 Jun 2026 | Service Request | Suspicious sign-in review Security · AB · Remote | P4 | Resolved | 0.90 hr | 1.6 days | Met |
| PEN360-100278 | 19 Jun 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 0.90 hr | 1.2 days | Met |
| PEN360-100277 | 17 Jun 2026 | Change | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.46 hr | 10.3 hr | Met |
| PEN360-100276 | 16 Jun 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P2 | Resolved | 2.01 hr | 2.0 days | Met |
| PEN360-100275 | 15 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Remote | P3 | Closed | 1.43 hr | 18.0 hr | Met |
| PEN360-100274 | 10 Jun 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Resolved | 3.16 hr | 23.4 hr | Met |
| PEN360-100273 | 08 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 0.73 hr | 0.8 hr | Met |
| PEN360-100272 | 05 Jun 2026 | Incident | Name change request User admin · SE · Head Office | P2 | Closed | 1.09 hr | 14.3 hr | Met |
| PEN360-100271 | 03 Jun 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 0.50 hr | 1.6 days | Met |
| PEN360-100270 | 02 Jun 2026 | Quote · excluded | Spoofed email reported Email · SE · Remote | P4 | Closed | — | — | n/a |
| PEN360-100269 | 29 May 2026 | Change | SharePoint permission request Microsoft 365 · KB · Branch | P2 | Resolved | 5.81 hr | 2.2 days | Met |
| PEN360-100268 | 28 May 2026 | Incident | Spoofed email reported Email · KB · Head Office | P3 | Resolved | 5.03 hr | 4.2 hr | Met |
| PEN360-100267 | 26 May 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 3.05 hr | 2.3 days | Met |
| PEN360-100266 | 25 May 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| PEN360-100265 | 21 May 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 0.20 hr | 1.1 days | Met |
| PEN360-100264 | 14 May 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| PEN360-100263 | 06 May 2026 | Incident | Toner replacement Printing · AB · Head Office | P3 | Closed | 0.58 hr | 2.5 days | Met |
| PEN360-100262 | 05 May 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Closed | 0.08 hr | 0.7 hr | Met |
| PEN360-100261 | 04 May 2026 | Incident | Leaver process User admin · KB · Remote | P4 | Closed | 33.49 hr | 1.8 days | Missed |
| PEN360-100260 | 29 Apr 2026 | Incident | Restore request Backup · SE · Head Office | P4 | Resolved | — | — | n/a |
| PEN360-100259 | 28 Apr 2026 | Incident | Name change request User admin · BK · Head Office | P4 | Closed | 0.83 hr | 2.3 days | Met |
| PEN360-100258 | 23 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Closed | 1.68 hr | 8.2 hr | Met |
| PEN360-100257 | 17 Apr 2026 | Quote · excluded | Screen flickering Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| PEN360-100256 | 16 Apr 2026 | Incident | Database timeout Line of business app · KB · Branch | P2 | Closed | 1.00 hr | 1.3 days | Met |
| PEN360-100255 | 15 Apr 2026 | Incident | Docking station not detected Hardware · SE · Branch | P3 | Resolved | 0.74 hr | 2.2 days | Met |
| PEN360-100254 | 14 Apr 2026 | Incident · excluded | Name change request User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| PEN360-100253 | 13 Apr 2026 | Change | Screen flickering Hardware · BK · Remote | P4 | Closed | 0.58 hr | 1.3 days | Met |
| PEN360-100252 | 08 Apr 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P3 | Resolved | 0.67 hr | 22.0 hr | Met |
| PEN360-100251 | 31 Mar 2026 | Incident · excluded | Switch port fault Network · SE · Remote | P4 | Closed | — | — | n/a |
| PEN360-100250 | 29 Mar 2026 | Service Request · excluded | Slow VPN Network · AB · Head Office | P3 | Closed | — | — | n/a |
| PEN360-100249 | 25 Mar 2026 | Incident · excluded | Mailbox delegation Email · TAG · Head Office | P4 | Closed | — | — | n/a |
| PEN360-100248 | 24 Mar 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Resolved | 1.76 hr | 16.3 hr | Met |
| PEN360-100247 | 23 Mar 2026 | Service Request | Application crash on launch Line of business app · AB · Remote | P4 | Closed | — | — | n/a |
| PEN360-100246 | 20 Mar 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 10.90 hr | 14.8 hr | Missed |
| PEN360-100245 | 18 Mar 2026 | Service Request | New extension setup Telephony · ML · Head Office | P4 | Closed | 1.25 hr | 18.2 hr | Met |
| PEN360-100244 | 16 Mar 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 2.89 hr | 2.0 days | Met |
| PEN360-100243 | 15 Mar 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Resolved | — | — | n/a |
| PEN360-100242 | 13 Mar 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P3 | Closed | 1.05 hr | 2.4 days | Met |
| PEN360-100241 | 06 Mar 2026 | Service Request | Restore request Backup · TAG · Remote | P3 | Resolved | 1.02 hr | 2.0 days | Met |
| PEN360-100240 | 05 Mar 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Resolved | 0.87 hr | 2.1 days | Met |
| PEN360-100239 | 04 Mar 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 7.56 hr | 1.8 days | Met |
| PEN360-100238 | 26 Feb 2026 | Incident | Handset registration Telephony · KB · Head Office | P4 | Closed | 20.48 hr | 2.3 days | Missed |
| PEN360-100237 | 25 Feb 2026 | Incident | Spoofed email reported Email · TAG · Remote | P1 | Closed | 0.57 hr | 12.6 hr | Met |
| PEN360-100236 | 20 Feb 2026 | Service Request | Printer offline Printing · ML · Head Office | P2 | Closed | 0.84 hr | 1.5 hr | Met |
| PEN360-100235 | 17 Feb 2026 | Service Request | Report not generating Line of business app · KB · Branch | P3 | Closed | — | — | n/a |
| PEN360-100234 | 16 Feb 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Remote | P4 | Closed | — | — | n/a |
| PEN360-100233 | 13 Feb 2026 | Service Request | New starter setup User admin · TAG · Remote | P3 | Closed | 1.35 hr | 2.2 days | Met |
| PEN360-100232 | 10 Feb 2026 | Incident | Replacement keyboard Hardware · KB · Remote | P4 | Closed | 0.29 hr | 13.5 hr | Met |
| PEN360-100231 | 09 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 1.39 hr | 2.4 days | Met |
| PEN360-100230 | 06 Feb 2026 | Incident | Endpoint alert investigation Security · BK · Branch | P2 | Closed | 0.43 hr | 2.4 days | Met |
| PEN360-100229 | 05 Feb 2026 | Service Request | Backup capacity review Backup · SE · Branch | P4 | Resolved | 0.50 hr | 2.1 days | Met |
| PEN360-100228 | 04 Feb 2026 | Incident | Name change request User admin · SE · Remote | P3 | Closed | 0.81 hr | 1.4 days | Met |
| PEN360-100227 | 03 Feb 2026 | Incident | Permission change User admin · BK · Head Office | P4 | Closed | 2.57 hr | 1.6 days | Met |
| PEN360-100226 | 02 Feb 2026 | Change | Spoofed email reported Email · SE · Head Office | P4 | Closed | 25.20 hr | 1.8 days | Missed |
| PEN360-100225 | 31 Jan 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| PEN360-100224 | 29 Jan 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Resolved | 42.38 hr | 1.5 days | Missed |
| PEN360-100223 | 27 Jan 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | 0.94 hr | 1.1 days | Met |
| PEN360-100222 | 23 Jan 2026 | Incident · excluded | Retention change Backup · AB · Remote | P3 | Closed | — | — | n/a |
| PEN360-100221 | 21 Jan 2026 | Change | Toner replacement Printing · KB · Head Office | P4 | Resolved | 47.59 hr | 2.3 days | Missed |
| PEN360-100220 | 20 Jan 2026 | Incident · excluded | Screen flickering Hardware · AB · Head Office | P1 | Closed | — | — | n/a |
| PEN360-100219 | 19 Jan 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Closed | 20.97 hr | 21.0 hr | Missed |
| PEN360-100218 | 18 Jan 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Closed | 4.51 hr | 11.4 hr | Met |
| PEN360-100217 | 17 Jan 2026 | Incident | Slow VPN Network · KB · Branch | P2 | Resolved | 0.29 hr | 1.8 hr | Met |
| PEN360-100216 | 16 Jan 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Closed | 6.19 hr | 1.6 days | Met |
| PEN360-100215 | 14 Jan 2026 | Incident | Handset registration Telephony · KB · Head Office | P2 | Closed | 0.83 hr | 2.0 days | Met |
| PEN360-100214 | 13 Jan 2026 | Change · excluded | New printer driver rollout Printing · SE · Remote | P4 | Closed | — | — | n/a |
| PEN360-100213 | 12 Jan 2026 | Quote · excluded | Permission change User admin · BK · Remote | P1 | Closed | — | — | n/a |
| PEN360-100212 | 09 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 34.75 hr | 10.3 hr | Missed |
| PEN360-100211 | 08 Jan 2026 | Incident | Retention change Backup · BK · Remote | P3 | Resolved | 5.56 hr | 2.4 days | Met |
| PEN360-100210 | 07 Jan 2026 | Incident | New extension setup Telephony · BK · Remote | P3 | Closed | 5.06 hr | 8.1 hr | Met |
| PEN360-100209 | 05 Jan 2026 | Planned Install · excluded | Spoofed email reported Email · SE · Head Office | P4 | Closed | — | — | n/a |
| PEN360-100208 | 02 Jan 2026 | Incident | Backup capacity review Backup · BK · Remote | P3 | Closed | 3.47 hr | 1.2 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.