SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 48 records in this selection sit outside that — quotes, projects and planned installs, plus 20 calls billed time and materials. They stay visible for volume context.
Service performance
131 eligible records in this yearAverage first response
4.6 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
88.0%
15 call(s) over the 8-hour target
First-time fix
80.9%
Where the source records the field
Volume
Contract calls
131
179 calls logged in the period
Off contract
20
£6,912 chargeable
Open / closed
2 / 177
Across the selected period
Data-quality gaps
6
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
131
records
- Security23
- Microsoft 36519
- Hardware16
- Line of business app15
- Telephony12
- Email11
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 131 | 4.57 hr | 88.0% | 15 | 48 |
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 | 20 | 9.17 hr | 85% | 3 |
| Stacey Thomas | 16 | 2.14 hr | 93% | 1 |
| Anne-Marie Cable | 16 | 5.29 hr | 87% | 2 |
| Kelly Gregory | 13 | 3.84 hr | 92% | 1 |
| Chloe Dempsey | 11 | 5.95 hr | 91% | 1 |
| Damian Armstrong | 11 | 4.68 hr | 73% | 3 |
| Barry Ebbs | 10 | 2.38 hr | 88% | 1 |
| (Not recorded) | 9 | 3.32 hr | 89% | 1 |
| Rachael Parkin | 8 | 2.66 hr | 100% | 0 |
| Daniel Blacker | 6 | 4.48 hr | 67% | 2 |
| Aiden Higgins | 5 | 0.72 hr | 100% | 0 |
| Phil Jenkins | 4 | 1.94 hr | 100% | 0 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 130.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308979 | Karen Taylor | Dell Latitude 7420 | 2026-01-01 16:42 | 138.85 hr | +130.8 | KB | Application crash on launch |
| 309033 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-03-10 13:00 | 47.12 hr | +39.1 | AB | Call quality issue |
| 309111 | Chloe Dempsey | Samsung Galaxy S23 | 2026-06-22 15:49 | 42.12 hr | +34.1 | ML | Site offline |
| 309117 | Damian Armstrong | Apple iPhone 12 | 2026-07-02 14:09 | 15.67 hr | +7.7 | BK | SharePoint permission request |
| 309065 | (Not recorded) | Dell PowerEdge R750 | 2026-04-22 17:42 | 13.51 hr | +5.5 | BK | Suspicious sign-in review |
| 309043 | Kelly Gregory | Samsung Galaxy A54 | 2026-03-23 10:54 | 11.95 hr | +4.0 | BK | Phishing report triage |
| 309113 | Barry Ebbs | HPE ProLiant DL360 Gen9 | 2026-06-23 13:27 | 11.71 hr | +3.7 | SE | OneDrive sync conflict |
| 309006 | Anne-Marie Cable | Apple iPhone 12 | 2026-02-06 13:05 | 11.31 hr | +3.3 | SE | Teams sign-in loop |
| 309066 | Karen Taylor | Netgear GS724T | 2026-04-23 12:12 | 10.70 hr | +2.7 | KB | Restore request |
| 308991 | Stacey Thomas | Brother MFC-L8690 | 2026-01-20 12:51 | 10.26 hr | +2.3 | AB | Teams sign-in loop |
| 309001 | Karen Taylor | Samsung Galaxy A54 | 2026-01-30 17:58 | 9.93 hr | +1.9 | SE | Wi-Fi dropouts in warehouse |
| 309054 | Daniel Blacker | HP ProDesk 400 G7 | 2026-04-07 11:33 | 9.92 hr | +1.9 | ML | New printer driver rollout |
| 309157 | Daniel Blacker | HP ProBook 450 G6 | 2026-08-25 15:38 | 9.78 hr | +1.8 | SE | Leaver process |
| 309079 | Damian Armstrong | Dell Latitude 5440 | 2026-05-08 15:45 | 8.65 hr | +0.7 | KB | Backup job failed |
| 309076 | Damian Armstrong | Apple iPhone 12 | 2026-05-06 10:32 | 8.44 hr | +0.4 | SE | OneDrive sync conflict |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Hardware | 5 | 06 Jan 2026 – 21 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 5 | 30 Jan 2026 – 15 Jun 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 5 | 02 Feb 2026 – 17 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 5 | 10 Apr 2026 – 13 Aug 2026 |
| Karen Taylor | Line of business app | 4 | 01 Jan 2026 – 11 Aug 2026 |
| Barry Ebbs | Telephony | 4 | 06 Jan 2026 – 21 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 4 | 26 Jan 2026 – 24 Aug 2026 |
| Stacey Thomas | Line of business app | 4 | 29 Jan 2026 – 26 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Monitoring / server / security | 6 | 26 Jan 2026 – 28 Jul 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 6 | 30 Jan 2026 – 24 Aug 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 6 | 02 Feb 2026 – 02 Jul 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 5 | 24 Apr 2026 – 20 Jul 2026 |
| Apple iPhone 12 | Monitoring / server / security | 4 | 23 Feb 2026 – 04 May 2026 |
| Dell Latitude 7420 | Hardware | 4 | 18 May 2026 – 21 Jul 2026 |
| HP ProDesk 400 G7 | Line of business app | 3 | 01 Jan 2026 – 24 Jun 2026 |
| Apple iPhone 12 | Hardware | 3 | 27 Jan 2026 – 24 Mar 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
179 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PEN477-100570 | 25 Aug 2026 | Incident | Leaver process User admin · SE · Head Office | P2 | Resolved | 9.78 hr | 2.1 days | Missed |
| PEN477-100569 | 24 Aug 2026 | Project · excluded | Phishing report triage Security · AB · Head Office | P4 | In Progress | — | — | n/a |
| PEN477-100568 | 24 Aug 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Resolved | 0.36 hr | 22.4 hr | Met |
| PEN477-100567 | 21 Aug 2026 | Incident | Voicemail not delivering Telephony · BK · Branch | P3 | Closed | 3.23 hr | 2.0 days | Met |
| PEN477-100566 | 18 Aug 2026 | Quote · excluded | Backup capacity review Backup · AB · Remote | P3 | Open | — | — | n/a |
| PEN477-100565 | 17 Aug 2026 | Incident | Spoofed email reported Email · ML · Branch | P2 | Resolved | 0.96 hr | 15.7 hr | Met |
| PEN477-100564 | 13 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P4 | Closed | 7.89 hr | 1.3 days | Met |
| PEN477-100563 | 11 Aug 2026 | Incident | Database timeout Line of business app · BK · Branch | P4 | Resolved | 2.47 hr | 18.5 hr | Met |
| PEN477-100562 | 10 Aug 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Resolved | 0.71 hr | 20.8 hr | Met |
| PEN477-100561 | 10 Aug 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P4 | Closed | 0.88 hr | 2.7 hr | Met |
| PEN477-100560 | 07 Aug 2026 | Incident | Phishing report triage Security · TAG · Branch | P2 | Resolved | 4.78 hr | 1.9 days | Met |
| PEN477-100559 | 06 Aug 2026 | Change | Suspicious sign-in review Security · AB · Head Office | P2 | Closed | 1.21 hr | 1.5 days | Met |
| PEN477-100558 | 04 Aug 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P4 | Resolved | 0.36 hr | 1.1 days | Met |
| PEN477-100557 | 03 Aug 2026 | Incident | Report not generating Line of business app · BK · Site 2 | P4 | Resolved | 0.42 hr | 2.2 days | Met |
| PEN477-100556 | 31 Jul 2026 | Incident · excluded | Mailbox delegation Email · AB · Branch | P3 | Closed | — | — | n/a |
| PEN477-100555 | 30 Jul 2026 | Change | Retention change Backup · KB · Remote | P3 | Closed | 0.84 hr | 8.6 hr | Met |
| PEN477-100554 | 30 Jul 2026 | Quote · excluded | Spoofed email reported Email · AB · Head Office | P2 | Closed | — | — | n/a |
| PEN477-100553 | 28 Jul 2026 | Service Request | Message quarantined Email · KB · Head Office | P4 | Resolved | 0.16 hr | 1.7 days | Met |
| PEN477-100552 | 28 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 0.57 hr | 1.9 days | Met |
| PEN477-100551 | 27 Jul 2026 | Change · excluded | Site offline Network · AB · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100550 | 23 Jul 2026 | Incident | Spoofed email reported Email · SE · Head Office | P1 | Closed | 2.70 hr | 3.0 hr | Met |
| PEN477-100549 | 23 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Remote | P3 | Closed | 1.77 hr | 2.2 days | Met |
| PEN477-100548 | 22 Jul 2026 | Service Request | Screen flickering Hardware · SE · Site 2 | P3 | Resolved | 1.10 hr | 17.9 hr | Met |
| PEN477-100547 | 22 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| PEN477-100546 | 21 Jul 2026 | Change | Suspicious sign-in review Security · BK · Remote | P2 | Resolved | 0.86 hr | 1.2 days | Met |
| PEN477-100545 | 21 Jul 2026 | Change | Screen flickering Hardware · KB · Head Office | P2 | Closed | 1.14 hr | 1.5 days | Met |
| PEN477-100544 | 20 Jul 2026 | Service Request · excluded | Mailbox delegation Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100543 | 20 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 0.56 hr | 23.3 hr | Met |
| PEN477-100542 | 19 Jul 2026 | Incident · excluded | Permission change User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| PEN477-100541 | 18 Jul 2026 | Change · excluded | Switch port fault Network · AB · Branch | P4 | Closed | — | — | n/a |
| PEN477-100540 | 18 Jul 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100539 | 16 Jul 2026 | Incident · excluded | Screen flickering Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100538 | 16 Jul 2026 | Service Request | Message quarantined Email · AB · Head Office | P4 | Resolved | 4.90 hr | 16.7 hr | Met |
| PEN477-100537 | 13 Jul 2026 | Change | Permission change User admin · BK · Remote | P3 | Closed | 5.68 hr | 2.0 days | Met |
| PEN477-100536 | 10 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 0.09 hr | 1.3 days | Met |
| PEN477-100535 | 09 Jul 2026 | Incident | Switch port fault Network · ML · Head Office | P4 | Resolved | 0.45 hr | 1.8 days | Met |
| PEN477-100534 | 08 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 5.38 hr | 1.2 days | Met |
| PEN477-100533 | 03 Jul 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P2 | Resolved | 0.42 hr | 8.0 hr | Met |
| PEN477-100532 | 03 Jul 2026 | Incident | Mailbox delegation Email · SE · Remote | P3 | Closed | 5.17 hr | 14.6 hr | Met |
| PEN477-100531 | 02 Jul 2026 | Change | Printer offline Printing · SE · Site 2 | P2 | Closed | 0.16 hr | 11.3 hr | Met |
| PEN477-100530 | 02 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 15.67 hr | 9.7 hr | Missed |
| PEN477-100529 | 29 Jun 2026 | Quote · excluded | Handset registration Telephony · SE · Branch | P2 | Resolved | — | — | n/a |
| PEN477-100528 | 26 Jun 2026 | Change | Report not generating Line of business app · TAG · Remote | P4 | Resolved | 0.44 hr | 1.7 hr | Met |
| PEN477-100527 | 24 Jun 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 1.02 hr | 15.0 hr | Met |
| PEN477-100526 | 23 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Branch | P4 | Closed | 11.71 hr | 2.1 days | Missed |
| PEN477-100525 | 22 Jun 2026 | Incident · excluded | Phishing report triage Security · SE · Head Office | P4 | Resolved | — | — | n/a |
| PEN477-100524 | 22 Jun 2026 | Service Request | Site offline Network · ML · Head Office | P1 | Closed | 42.12 hr | 8.7 hr | Missed |
| PEN477-100523 | 19 Jun 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 2.29 hr | 2.4 hr | Met |
| PEN477-100522 | 18 Jun 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100521 | 16 Jun 2026 | Quote · excluded | Handset registration Telephony · SE · Head Office | P4 | Resolved | — | — | n/a |
| PEN477-100520 | 16 Jun 2026 | Incident · excluded | New starter setup User admin · BK · Branch | P3 | Closed | — | — | n/a |
| PEN477-100519 | 15 Jun 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| PEN477-100518 | 15 Jun 2026 | Service Request | MFA reset Security · AB · Head Office | P4 | Closed | 1.18 hr | 19.1 hr | Met |
| PEN477-100517 | 12 Jun 2026 | Incident | Laptop will not boot Hardware · TAG · Remote | P4 | Closed | 5.88 hr | 1.8 days | Met |
| PEN477-100516 | 11 Jun 2026 | Change | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Resolved | 4.17 hr | 2.1 days | Met |
| PEN477-100515 | 09 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 5.42 hr | 0.9 hr | Met |
| PEN477-100514 | 09 Jun 2026 | Incident · excluded | Permission change User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100513 | 08 Jun 2026 | Incident | Call quality issue Telephony · KB · Head Office | P1 | Closed | 0.12 hr | 13.1 hr | Met |
| PEN477-100512 | 05 Jun 2026 | Planned Install · excluded | Replacement keyboard Hardware · KB · Branch | P2 | Resolved | — | — | n/a |
| PEN477-100511 | 04 Jun 2026 | Change · excluded | Name change request User admin · AB · Branch | P2 | Closed | — | — | n/a |
| PEN477-100510 | 04 Jun 2026 | Quote · excluded | Printer offline Printing · KB · Head Office | P2 | Closed | — | — | n/a |
| PEN477-100509 | 03 Jun 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 1.07 hr | 20.9 hr | Met |
| PEN477-100508 | 02 Jun 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P4 | Resolved | 0.38 hr | 12.9 hr | Met |
| PEN477-100507 | 28 May 2026 | Incident | Backup job failed Backup · TAG · Remote | P3 | Closed | 0.26 hr | 2.6 hr | Met |
| PEN477-100506 | 27 May 2026 | Incident | Suspicious sign-in review Security · BK · Remote | P3 | Resolved | 1.25 hr | 2.3 days | Met |
| PEN477-100505 | 26 May 2026 | Change | Printer offline Printing · TAG · Head Office | P3 | Closed | 0.22 hr | 6.4 hr | Met |
| PEN477-100504 | 25 May 2026 | Incident | Printer offline Printing · KB · Remote | P3 | Resolved | 7.76 hr | 12.8 hr | Met |
| PEN477-100503 | 21 May 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100502 | 21 May 2026 | Service Request · excluded | Switch port fault Network · KB · Branch | P4 | Resolved | — | — | n/a |
| PEN477-100501 | 20 May 2026 | Quote · excluded | Toner replacement Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100500 | 19 May 2026 | Service Request | Handset registration Telephony · SE · Branch | P4 | Closed | 0.41 hr | 2.1 days | Met |
| PEN477-100499 | 18 May 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P1 | Resolved | 0.31 hr | 12.5 hr | Met |
| PEN477-100498 | 15 May 2026 | Service Request | Mailbox delegation Email · KB · Head Office | P3 | Closed | 2.01 hr | 17.9 hr | Met |
| PEN477-100497 | 14 May 2026 | Project · excluded | Permission change User admin · ML · Head Office | P4 | Resolved | — | — | n/a |
| PEN477-100496 | 13 May 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P4 | Resolved | 1.25 hr | 20.7 hr | Met |
| PEN477-100495 | 13 May 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100494 | 12 May 2026 | Incident | Site offline Network · ML · Head Office | P3 | Closed | 1.31 hr | 19.3 hr | Met |
| PEN477-100493 | 11 May 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Resolved | 0.72 hr | 1.3 days | Met |
| PEN477-100492 | 08 May 2026 | Service Request | Backup job failed Backup · KB · Site 2 | P3 | Resolved | 8.65 hr | 2.1 days | Missed |
| PEN477-100491 | 08 May 2026 | Service Request · excluded | Permission change User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100490 | 07 May 2026 | Change | Database timeout Line of business app · SE · Branch | P3 | Closed | 3.83 hr | 21.8 hr | Met |
| PEN477-100489 | 06 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Branch | P3 | Closed | 8.44 hr | 1.2 days | Missed |
| PEN477-100488 | 06 May 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | Resolved | 0.54 hr | 16.1 hr | Met |
| PEN477-100487 | 04 May 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 2.71 hr | 1.5 days | Met |
| PEN477-100486 | 01 May 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 0.65 hr | 21.2 hr | Met |
| PEN477-100485 | 30 Apr 2026 | Change | Message quarantined Email · KB · Head Office | P4 | Resolved | 1.88 hr | 1.5 days | Met |
| PEN477-100484 | 30 Apr 2026 | Incident | Printer offline Printing · TAG · Branch | P3 | Resolved | 3.49 hr | 20.5 hr | Met |
| PEN477-100483 | 28 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | 0.16 hr | 2.4 days | Met |
| PEN477-100482 | 28 Apr 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P1 | Resolved | 0.13 hr | 10.6 hr | Met |
| PEN477-100481 | 27 Apr 2026 | Incident · excluded | Retention change Backup · AB · Branch | P4 | Closed | — | — | n/a |
| PEN477-100480 | 24 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Resolved | 4.98 hr | 1.9 days | Met |
| PEN477-100479 | 23 Apr 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Closed | 10.70 hr | 2.1 days | Missed |
| PEN477-100478 | 22 Apr 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | 13.51 hr | 16.3 hr | Missed |
| PEN477-100477 | 22 Apr 2026 | Service Request | Voicemail not delivering Telephony · BK · Branch | P4 | Resolved | 0.52 hr | 8.9 hr | Met |
| PEN477-100476 | 21 Apr 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P4 | Closed | 0.08 hr | 1.2 days | Met |
| PEN477-100475 | 20 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Remote | P1 | Closed | 0.47 hr | 12.8 hr | Met |
| PEN477-100474 | 16 Apr 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100473 | 16 Apr 2026 | Quote · excluded | Leaver process User admin · SE · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100472 | 15 Apr 2026 | Quote · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100471 | 14 Apr 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Site 2 | P3 | Closed | — | — | n/a |
| PEN477-100470 | 10 Apr 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Resolved | 0.42 hr | 1.2 hr | Met |
| PEN477-100469 | 09 Apr 2026 | Incident | Endpoint alert investigation Security · ML · Branch | P4 | Closed | 1.20 hr | 1.4 days | Met |
| PEN477-100468 | 08 Apr 2026 | Planned Install · excluded | Backup job failed Backup · ML · Head Office | P2 | Closed | — | — | n/a |
| PEN477-100467 | 07 Apr 2026 | Incident | New printer driver rollout Printing · ML · Remote | P3 | Resolved | 9.92 hr | 16.6 hr | Missed |
| PEN477-100466 | 07 Apr 2026 | Incident | Message quarantined Email · KB · Branch | P4 | Closed | 1.37 hr | 14.1 hr | Met |
| PEN477-100465 | 06 Apr 2026 | Change | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 0.08 hr | 6.4 hr | Met |
| PEN477-100464 | 03 Apr 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 0.34 hr | 3.5 hr | Met |
| PEN477-100463 | 31 Mar 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100462 | 31 Mar 2026 | Change | Licence renewal Line of business app · TAG · Head Office | P2 | Resolved | 7.65 hr | 3.6 hr | Met |
| PEN477-100461 | 30 Mar 2026 | Service Request | Licence renewal Line of business app · ML · Remote | P3 | Closed | 1.24 hr | 2.4 days | Met |
| PEN477-100460 | 26 Mar 2026 | Service Request | MFA reset Security · SE · Remote | P4 | Closed | 0.30 hr | 12.2 hr | Met |
| PEN477-100459 | 25 Mar 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 3.04 hr | 1.8 days | Met |
| PEN477-100458 | 24 Mar 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P2 | Closed | 0.90 hr | 9.6 hr | Met |
| PEN477-100457 | 24 Mar 2026 | Service Request | Printer offline Printing · TAG · Branch | P3 | Resolved | — | — | n/a |
| PEN477-100456 | 23 Mar 2026 | Service Request | Phishing report triage Security · BK · Remote | P3 | Resolved | 11.95 hr | 2.1 days | Missed |
| PEN477-100455 | 20 Mar 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100454 | 20 Mar 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 0.52 hr | 14.5 hr | Met |
| PEN477-100453 | 19 Mar 2026 | Project · excluded | Laptop will not boot Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| PEN477-100452 | 19 Mar 2026 | Incident · excluded | Site offline Network · KB · Remote | P4 | Resolved | — | — | n/a |
| PEN477-100451 | 18 Mar 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P2 | Resolved | 0.35 hr | 6.1 hr | Met |
| PEN477-100450 | 18 Mar 2026 | Project · excluded | Database timeout Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| PEN477-100449 | 17 Mar 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 0.80 hr | 1.3 days | Met |
| PEN477-100448 | 12 Mar 2026 | Service Request · excluded | Scan to email failing Printing · TAG · Head Office | P4 | Closed | — | — | n/a |
| PEN477-100447 | 11 Mar 2026 | Incident | Switch port fault Network · SE · Branch | P2 | Resolved | 1.39 hr | 1.7 days | Met |
| PEN477-100446 | 10 Mar 2026 | Incident | Call quality issue Telephony · AB · Branch | P3 | Resolved | 47.12 hr | 1.4 days | Missed |
| PEN477-100445 | 06 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P1 | Resolved | 0.15 hr | 0.1 hr | Met |
| PEN477-100444 | 06 Mar 2026 | Incident | Toner replacement Printing · BK · Head Office | P3 | Closed | 5.82 hr | 2.3 days | Met |
| PEN477-100443 | 05 Mar 2026 | Planned Install · excluded | Call quality issue Telephony · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| PEN477-100442 | 04 Mar 2026 | Service Request | Slow VPN Network · ML · Head Office | P2 | Resolved | 5.65 hr | 17.1 hr | Met |
| PEN477-100441 | 03 Mar 2026 | Change | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Resolved | 0.47 hr | 14.8 hr | Met |
| PEN477-100440 | 02 Mar 2026 | Service Request | Suspicious sign-in review Security · BK · Branch | P3 | Closed | 4.95 hr | 18.2 hr | Met |
| PEN477-100439 | 02 Mar 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Closed | 5.37 hr | 2.0 days | Met |
| PEN477-100438 | 27 Feb 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | 0.61 hr | 10.7 hr | Met |
| PEN477-100437 | 26 Feb 2026 | Quote · excluded | Restore request Backup · SE · Branch | P3 | Closed | — | — | n/a |
| PEN477-100436 | 26 Feb 2026 | Incident | Mailbox delegation Email · ML · Head Office | P2 | Closed | 0.58 hr | 1.8 days | Met |
| PEN477-100435 | 25 Feb 2026 | Change | Scan to email failing Printing · KB · Remote | P2 | Resolved | 7.42 hr | 2.2 days | Met |
| PEN477-100434 | 24 Feb 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Resolved | 1.32 hr | 1.0 days | Met |
| PEN477-100433 | 23 Feb 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 2.40 hr | 1.1 days | Met |
| PEN477-100432 | 23 Feb 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100431 | 20 Feb 2026 | Service Request | Application crash on launch Line of business app · KB · Site 2 | P4 | Resolved | 4.56 hr | 19.5 hr | Met |
| PEN477-100430 | 19 Feb 2026 | Quote · excluded | Slow VPN Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100429 | 19 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Branch | P3 | Resolved | 1.47 hr | 13.4 hr | Met |
| PEN477-100428 | 18 Feb 2026 | Incident · excluded | Toner replacement Printing · AB · Head Office | P3 | Resolved | — | — | n/a |
| PEN477-100427 | 17 Feb 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 1.31 hr | 1.1 days | Met |
| PEN477-100426 | 17 Feb 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Closed | 1.46 hr | 1.3 days | Met |
| PEN477-100425 | 16 Feb 2026 | Service Request · excluded | Report not generating Line of business app · TAG · Branch | P3 | Closed | — | — | n/a |
| PEN477-100424 | 13 Feb 2026 | Project · excluded | Call quality issue Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| PEN477-100423 | 12 Feb 2026 | Service Request | Slow VPN Network · SE · Head Office | P3 | Resolved | 0.42 hr | 1.9 days | Met |
| PEN477-100422 | 11 Feb 2026 | Incident | Leaver process User admin · BK · Branch | P2 | Closed | 5.44 hr | 2.3 days | Met |
| PEN477-100421 | 10 Feb 2026 | Incident | Name change request User admin · BK · Remote | P2 | Closed | 0.63 hr | 1.6 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.