SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 35 records in this selection sit outside that — quotes, projects and planned installs, plus 10 calls billed time and materials. They stay visible for volume context.
Service performance
97 eligible records in this yearAverage first response
7.8 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
84.0%
15 call(s) over the 8-hour target
First-time fix
70.1%
Where the source records the field
Volume
Contract calls
97
132 calls logged in the period
Off contract
10
£4,687.5 chargeable
Open / closed
5 / 127
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
97
records
- User admin15
- Microsoft 36512
- Email12
- Telephony10
- Backup9
- Network9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 97 | 7.81 hr | 84.0% | 15 | 35 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 19 | 3.72 hr | 94% | 1 |
| Karen Taylor | 9 | 6.15 hr | 78% | 2 |
| Stacey Thomas | 9 | 1.65 hr | 100% | 0 |
| Chloe Dempsey | 8 | 11.57 hr | 75% | 2 |
| Damian Armstrong | 7 | 5.47 hr | 86% | 1 |
| (Not recorded) | 7 | 8.85 hr | 71% | 2 |
| Julie Herbert | 7 | 1.53 hr | 100% | 0 |
| Kelly Gregory | 7 | 2.35 hr | 100% | 0 |
| Barry Ebbs | 6 | 3.95 hr | 80% | 1 |
| Phil Jenkins | 5 | 2.74 hr | 80% | 1 |
| Rachael Parkin | 5 | 31.80 hr | 60% | 2 |
| Aiden Higgins | 5 | 3.88 hr | 80% | 1 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 131.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306049 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-03-03 14:09 | 139.11 hr | +131.1 | BK | Permission change |
| 306097 | Daniel Blacker | HP ProDesk 400 G7 | 2026-05-26 13:14 | 129.36 hr | +121.4 | TAG | Permission change |
| 306125 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-07-13 09:27 | 71.06 hr | +63.1 | BK | Suspicious sign-in review |
| 306017 | Daniel Blacker | Dell Latitude 5440 | 2026-01-02 13:55 | 36.52 hr | +28.5 | KB | Docking station not detected |
| 306091 | Anne-Marie Cable | WatchGuard T35 | 2026-05-15 16:27 | 32.67 hr | +24.7 | AB | Permission change |
| 306087 | Karen Taylor | Dell Latitude 5440 | 2026-05-06 11:16 | 32.51 hr | +24.5 | ML | OneDrive sync conflict |
| 306121 | (Not recorded) | HP ProBook 450 G6 | 2026-07-03 13:51 | 30.01 hr | +22.0 | ML | Backup job failed |
| 306119 | Damian Armstrong | HP EliteBook 840 G9 | 2026-07-01 15:51 | 28.74 hr | +20.7 | ML | Voicemail not delivering |
| 306077 | (Not recorded) | Apple iPhone 14 | 2026-04-20 16:31 | 21.56 hr | +13.6 | SE | OneDrive sync conflict |
| 306090 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-05-12 12:50 | 15.73 hr | +7.7 | BK | New printer driver rollout |
| 306046 | Chloe Dempsey | Netgear GS724T | 2026-02-26 09:10 | 11.34 hr | +3.3 | ML | Mailbox delegation |
| 306144 | Karen Taylor | Brother MFC-L8690 | 2026-08-17 16:27 | 10.78 hr | +2.8 | KB | SharePoint permission request |
| 306099 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-05-30 11:03 | 9.91 hr | +1.9 | KB | Restore request |
| 306042 | Phil Jenkins | Dell OptiPlex 3050 | 2026-02-16 08:09 | 9.25 hr | +1.3 | BK | Backup job failed |
| 306020 | Barry Ebbs | Samsung Galaxy S23 | 2026-01-08 17:01 | 8.22 hr | +0.2 | KB | Restore request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 8 | 09 Feb 2026 – 10 Aug 2026 |
| Stacey Thomas | User administration | 4 | 30 Jan 2026 – 25 May 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 04 Feb 2026 – 26 Jun 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 4 | 25 Feb 2026 – 06 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 20 Mar 2026 – 02 Jun 2026 |
| Barry Ebbs | Backup / restore | 3 | 08 Jan 2026 – 06 Mar 2026 |
| (Not recorded) | User administration | 3 | 21 Jan 2026 – 16 Jun 2026 |
| Anne-Marie Cable | Line of business app | 3 | 10 Mar 2026 – 27 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | User administration | 4 | 21 Jan 2026 – 19 May 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 3 | 07 Jan 2026 – 13 Aug 2026 |
| Dell Latitude E7470 | Line of business app | 3 | 10 Feb 2026 – 05 Jun 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 3 | 17 Apr 2026 – 23 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 12 Jun 2026 – 25 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
132 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| PIN013-100391 | 21 Aug 2026 | Quote · excluded | Phishing report triage Security · KB · Head Office | P4 | Open | — | — | n/a |
| PIN013-100390 | 19 Aug 2026 | Quote · excluded | Restore request Backup · SE · Head Office | P2 | In Progress | — | — | n/a |
| PIN013-100389 | 18 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Remote | P3 | Closed | 2.60 hr | 14.0 hr | Met |
| PIN013-100388 | 17 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Resolved | 10.78 hr | 11.6 hr | Missed |
| PIN013-100387 | 16 Aug 2026 | Incident | Scan to email failing Printing · ML · Head Office | P4 | Closed | 4.81 hr | 1.2 days | Met |
| PIN013-100386 | 13 Aug 2026 | Incident | Site offline Network · KB · Head Office | P4 | Resolved | 5.86 hr | 2.4 days | Met |
| PIN013-100385 | 12 Aug 2026 | Planned Install · excluded | Name change request User admin · KB · Head Office | P4 | In Progress | — | — | n/a |
| PIN013-100384 | 11 Aug 2026 | Incident | Docking station not detected Hardware · SE · Branch | P3 | Resolved | 0.85 hr | 1.6 days | Met |
| PIN013-100383 | 10 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Closed | 2.78 hr | 12.4 hr | Met |
| PIN013-100382 | 07 Aug 2026 | Service Request | New printer driver rollout Printing · SE · Branch | P3 | Closed | 1.39 hr | 1.9 days | Met |
| PIN013-100381 | 06 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 0.52 hr | 1.6 days | Met |
| PIN013-100380 | 30 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Open | — | — | n/a |
| PIN013-100379 | 27 Jul 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Closed | 4.11 hr | 14.7 hr | Met |
| PIN013-100378 | 25 Jul 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Closed | 0.34 hr | 1.5 days | Met |
| PIN013-100377 | 24 Jul 2026 | Quote · excluded | Spoofed email reported Email · AB · Branch | P3 | In Progress | — | — | n/a |
| PIN013-100376 | 23 Jul 2026 | Service Request | Mailbox delegation Email · KB · Branch | P2 | Closed | 0.90 hr | 1.9 days | Met |
| PIN013-100375 | 22 Jul 2026 | Incident | New starter setup User admin · SE · Branch | P2 | Closed | 0.54 hr | 17.8 hr | Met |
| PIN013-100374 | 21 Jul 2026 | Service Request | Distribution list change Email · BK · Head Office | P3 | Closed | 2.57 hr | 11.3 hr | Met |
| PIN013-100373 | 20 Jul 2026 | Change | Licence renewal Line of business app · AB · Branch | P3 | Resolved | 0.58 hr | 23.9 hr | Met |
| PIN013-100372 | 17 Jul 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Closed | 0.79 hr | 1.8 days | Met |
| PIN013-100371 | 15 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Closed | 1.10 hr | 22.2 hr | Met |
| PIN013-100370 | 14 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 0.29 hr | 1.5 days | Met |
| PIN013-100369 | 13 Jul 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P2 | Closed | 71.06 hr | 13.3 hr | Missed |
| PIN013-100368 | 10 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P3 | Resolved | 0.84 hr | 21.7 hr | Met |
| PIN013-100367 | 09 Jul 2026 | Quote · excluded | Distribution list change Email · SE · Remote | P3 | Closed | — | — | n/a |
| PIN013-100366 | 07 Jul 2026 | Change | MFA reset Security · AB · Remote | P3 | Resolved | 1.01 hr | 1.1 days | Met |
| PIN013-100365 | 03 Jul 2026 | Incident | Backup job failed Backup · ML · Head Office | P4 | Resolved | 30.01 hr | 2.2 days | Missed |
| PIN013-100364 | 02 Jul 2026 | Service Request | Name change request User admin · TAG · Head Office | P3 | Closed | 0.93 hr | 11.8 hr | Met |
| PIN013-100363 | 01 Jul 2026 | Service Request | Voicemail not delivering Telephony · ML · Branch | P3 | Closed | 28.74 hr | 2.3 days | Missed |
| PIN013-100362 | 30 Jun 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Branch | P3 | Closed | — | — | n/a |
| PIN013-100361 | 29 Jun 2026 | Service Request · excluded | Printer offline Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| PIN013-100360 | 26 Jun 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Resolved | 1.38 hr | 1.6 days | Met |
| PIN013-100359 | 24 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Resolved | — | — | n/a |
| PIN013-100358 | 23 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Closed | 0.68 hr | 1.8 days | Met |
| PIN013-100357 | 22 Jun 2026 | Change | Phishing report triage Security · ML · Head Office | P4 | Resolved | 3.67 hr | 2.4 days | Met |
| PIN013-100356 | 19 Jun 2026 | Change | New extension setup Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| PIN013-100355 | 18 Jun 2026 | Incident | New extension setup Telephony · ML · Head Office | P3 | Resolved | 2.30 hr | 2.3 days | Met |
| PIN013-100354 | 16 Jun 2026 | Incident | Name change request User admin · ML · Branch | P2 | Resolved | 5.04 hr | 1.6 days | Met |
| PIN013-100353 | 15 Jun 2026 | Incident | Spoofed email reported Email · KB · Head Office | P3 | Closed | 4.13 hr | 8.1 hr | Met |
| PIN013-100352 | 12 Jun 2026 | Change | MFA reset Security · ML · Head Office | P3 | Closed | 4.37 hr | 10.1 hr | Met |
| PIN013-100351 | 11 Jun 2026 | Change | Leaver process User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| PIN013-100350 | 10 Jun 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| PIN013-100349 | 09 Jun 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Resolved | 1.46 hr | 7.8 hr | Met |
| PIN013-100348 | 05 Jun 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P2 | Resolved | 5.64 hr | 2.1 days | Met |
| PIN013-100347 | 04 Jun 2026 | Incident | Handset registration Telephony · KB · Remote | P3 | Resolved | 4.54 hr | 2.5 days | Met |
| PIN013-100346 | 03 Jun 2026 | Incident · excluded | Licence renewal Line of business app · BK · Branch | P3 | Resolved | — | — | n/a |
| PIN013-100345 | 02 Jun 2026 | Incident | Endpoint alert investigation Security · AB · Site 2 | P3 | Resolved | 0.16 hr | 19.4 hr | Met |
| PIN013-100344 | 01 Jun 2026 | Project · excluded | Slow VPN Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| PIN013-100343 | 30 May 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Closed | 9.91 hr | 2.1 days | Missed |
| PIN013-100342 | 29 May 2026 | Service Request | Spoofed email reported Email · ML · Head Office | P2 | Closed | 0.46 hr | 2.2 days | Met |
| PIN013-100341 | 26 May 2026 | Service Request | Permission change User admin · TAG · Head Office | P4 | Closed | 129.36 hr | 4.5 hr | Missed |
| PIN013-100340 | 25 May 2026 | Change | New starter setup User admin · KB · Branch | P2 | Resolved | 0.19 hr | 17.2 hr | Met |
| PIN013-100339 | 22 May 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 1.40 hr | 1.0 days | Met |
| PIN013-100338 | 19 May 2026 | Incident | Leaver process User admin · AB · Head Office | P2 | Resolved | 3.18 hr | 1.9 days | Met |
| PIN013-100337 | 18 May 2026 | Incident · excluded | Phishing report triage Security · KB · Branch | P4 | Closed | — | — | n/a |
| PIN013-100336 | 16 May 2026 | Incident | Spoofed email reported Email · TAG · Remote | P4 | Resolved | 3.66 hr | 4.9 hr | Met |
| PIN013-100335 | 15 May 2026 | Incident | Permission change User admin · AB · Head Office | P2 | Closed | 32.67 hr | 1.3 days | Missed |
| PIN013-100334 | 12 May 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P3 | Closed | 15.73 hr | 1.0 days | Missed |
| PIN013-100333 | 09 May 2026 | Service Request | Restore request Backup · ML · Branch | P3 | Closed | 1.27 hr | 23.3 hr | Met |
| PIN013-100332 | 08 May 2026 | Quote · excluded | MFA reset Security · BK · Head Office | P3 | Closed | — | — | n/a |
| PIN013-100331 | 06 May 2026 | Change | OneDrive sync conflict Microsoft 365 · ML · Site 2 | P3 | Closed | 32.51 hr | 2.4 days | Missed |
| PIN013-100330 | 05 May 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Remote | P3 | Closed | 1.25 hr | 1.5 days | Met |
| PIN013-100329 | 01 May 2026 | Service Request | Slow VPN Network · SE · Remote | P2 | Resolved | 1.16 hr | 1.8 days | Met |
| PIN013-100328 | 30 Apr 2026 | Incident · excluded | Spoofed email reported Email · BK · Head Office | P3 | Resolved | — | — | n/a |
| PIN013-100327 | 29 Apr 2026 | Project · excluded | Docking station not detected Hardware · SE · Remote | P2 | Closed | — | — | n/a |
| PIN013-100326 | 28 Apr 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| PIN013-100325 | 27 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Resolved | 1.03 hr | 17.4 hr | Met |
| PIN013-100324 | 23 Apr 2026 | Incident · excluded | Handset registration Telephony · BK · Branch | P3 | Resolved | — | — | n/a |
| PIN013-100323 | 22 Apr 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Closed | 0.30 hr | 1.5 days | Met |
| PIN013-100322 | 21 Apr 2026 | Project · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| PIN013-100321 | 20 Apr 2026 | Change | OneDrive sync conflict Microsoft 365 · SE · Head Office | P1 | Resolved | 21.56 hr | 15.2 hr | Missed |
| PIN013-100320 | 17 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Remote | P3 | Closed | 1.19 hr | 1.2 days | Met |
| PIN013-100319 | 16 Apr 2026 | Quote · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| PIN013-100318 | 14 Apr 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P2 | Closed | 1.43 hr | 13.5 hr | Met |
| PIN013-100317 | 13 Apr 2026 | Change | Suspicious sign-in review Security · TAG · Head Office | P4 | Closed | 1.62 hr | 2.3 days | Met |
| PIN013-100316 | 10 Apr 2026 | Quote · excluded | Retention change Backup · AB · Head Office | P4 | Resolved | — | — | n/a |
| PIN013-100315 | 09 Apr 2026 | Planned Install · excluded | Permission change User admin · SE · Remote | P4 | Resolved | — | — | n/a |
| PIN013-100314 | 08 Apr 2026 | Change | Report not generating Line of business app · TAG · Remote | P3 | Resolved | 1.50 hr | 14.7 hr | Met |
| PIN013-100313 | 03 Apr 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | 0.22 hr | 1.5 days | Met |
| PIN013-100312 | 01 Apr 2026 | Service Request | Message quarantined Email · AB · Remote | P3 | Resolved | 0.79 hr | 1.2 days | Met |
| PIN013-100311 | 30 Mar 2026 | Incident | Name change request User admin · SE · Site 2 | P3 | Closed | 2.81 hr | 23.0 hr | Met |
| PIN013-100310 | 29 Mar 2026 | Project · excluded | Database timeout Line of business app · AB · Site 2 | P4 | Closed | — | — | n/a |
| PIN013-100309 | 27 Mar 2026 | Incident | Slow VPN Network · AB · Branch | P4 | Resolved | 2.50 hr | 1.2 days | Met |
| PIN013-100308 | 26 Mar 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | — | — | n/a |
| PIN013-100307 | 25 Mar 2026 | Incident | Spoofed email reported Email · ML · Remote | P3 | Resolved | 0.55 hr | 1.3 days | Met |
| PIN013-100306 | 24 Mar 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 0.89 hr | 2.0 days | Met |
| PIN013-100305 | 20 Mar 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Closed | 0.30 hr | 1.2 days | Met |
| PIN013-100304 | 19 Mar 2026 | Incident · excluded | Name change request User admin · SE · Head Office | P3 | Resolved | — | — | n/a |
| PIN013-100303 | 18 Mar 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 1.23 hr | 1.9 days | Met |
| PIN013-100302 | 17 Mar 2026 | Quote · excluded | New starter setup User admin · KB · Branch | P4 | Closed | — | — | n/a |
| PIN013-100301 | 16 Mar 2026 | Service Request | Printer offline Printing · KB · Branch | P3 | Resolved | 3.17 hr | 6.9 hr | Met |
| PIN013-100300 | 12 Mar 2026 | Incident | Printer offline Printing · BK · Head Office | P2 | Resolved | 5.19 hr | 1.6 days | Met |
| PIN013-100299 | 11 Mar 2026 | Planned Install · excluded | Report not generating Line of business app · AB · Head Office | P4 | Closed | — | — | n/a |
| PIN013-100298 | 10 Mar 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P2 | Resolved | 3.72 hr | 1.8 days | Met |
| PIN013-100297 | 09 Mar 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P2 | Resolved | 1.77 hr | 2.4 days | Met |
| PIN013-100296 | 06 Mar 2026 | Incident | Backup job failed Backup · ML · Head Office | P2 | Resolved | 5.54 hr | 22.5 hr | Met |
| PIN013-100295 | 05 Mar 2026 | Quote · excluded | Slow VPN Network · BK · Branch | P4 | Closed | — | — | n/a |
| PIN013-100294 | 04 Mar 2026 | Project · excluded | Retention change Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| PIN013-100293 | 03 Mar 2026 | Incident | Permission change User admin · BK · Branch | P4 | Closed | 139.11 hr | 2.0 days | Missed |
| PIN013-100292 | 02 Mar 2026 | Incident | Toner replacement Printing · TAG · Branch | P3 | Closed | 0.13 hr | 21.4 hr | Met |
| PIN013-100291 | 27 Feb 2026 | Service Request | Licence renewal Line of business app · BK · Branch | P3 | Closed | 0.60 hr | 2.1 days | Met |
| PIN013-100290 | 26 Feb 2026 | Service Request | Mailbox delegation Email · ML · Remote | P4 | Closed | 11.34 hr | 2.3 days | Missed |
| PIN013-100289 | 25 Feb 2026 | Incident | Distribution list change Email · AB · Head Office | P2 | Closed | 2.61 hr | 13.6 hr | Met |
| PIN013-100288 | 20 Feb 2026 | Change | Message quarantined Email · SE · Branch | P4 | Closed | 0.93 hr | 12.5 hr | Met |
| PIN013-100287 | 19 Feb 2026 | Project · excluded | MFA reset Security · SE · Head Office | P3 | Resolved | — | — | n/a |
| PIN013-100286 | 16 Feb 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Resolved | 9.25 hr | 1.8 days | Missed |
| PIN013-100285 | 14 Feb 2026 | Service Request | Docking station not detected Hardware · ML · Site 2 | P2 | Closed | 0.87 hr | 2.5 days | Met |
| PIN013-100284 | 13 Feb 2026 | Service Request | Screen flickering Hardware · ML · Remote | P3 | Closed | 1.20 hr | 17.2 hr | Met |
| PIN013-100283 | 12 Feb 2026 | Incident | Site offline Network · AB · Branch | P4 | Closed | 3.67 hr | 19.9 hr | Met |
| PIN013-100282 | 11 Feb 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 1.44 hr | 1.5 days | Met |
| PIN013-100281 | 10 Feb 2026 | Service Request | Application crash on launch Line of business app · TAG · Remote | P3 | Closed | 0.60 hr | 1.9 days | Met |
| PIN013-100280 | 09 Feb 2026 | Service Request | Mailbox delegation Email · TAG · Branch | P3 | Closed | 0.51 hr | 4.3 hr | Met |
| PIN013-100279 | 06 Feb 2026 | Incident · excluded | Mailbox delegation Email · TAG · Branch | P3 | Resolved | — | — | n/a |
| PIN013-100278 | 05 Feb 2026 | Incident · excluded | Site offline Network · SE · Branch | P3 | Resolved | — | — | n/a |
| PIN013-100277 | 04 Feb 2026 | Incident | Slow VPN Network · ML · Remote | P3 | Closed | 0.15 hr | 1.9 days | Met |
| PIN013-100276 | 03 Feb 2026 | Incident | Leaver process User admin · AB · Head Office | P2 | Resolved | 5.08 hr | 9.7 hr | Met |
| PIN013-100275 | 02 Feb 2026 | Service Request | Name change request User admin · KB · Branch | P4 | Resolved | 4.26 hr | 2.1 days | Met |
| PIN013-100274 | 30 Jan 2026 | Incident | New starter setup User admin · TAG · Head Office | P2 | Resolved | 1.14 hr | 1.9 days | Met |
| PIN013-100273 | 27 Jan 2026 | Incident | Retention change Backup · SE · Remote | P3 | Closed | — | — | n/a |
| PIN013-100272 | 26 Jan 2026 | Planned Install · excluded | Scan to email failing Printing · BK · Remote | P3 | Resolved | — | — | n/a |
| PIN013-100271 | 23 Jan 2026 | Change | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Resolved | 1.13 hr | 1.4 days | Met |
| PIN013-100270 | 22 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Branch | P3 | Resolved | 1.28 hr | 2.1 days | Met |
| PIN013-100269 | 21 Jan 2026 | Incident | Name change request User admin · KB · Head Office | P3 | Resolved | 0.59 hr | 2.5 days | Met |
| PIN013-100268 | 16 Jan 2026 | Quote · excluded | Backup capacity review Backup · TAG · Site 2 | P2 | Resolved | — | — | n/a |
| PIN013-100267 | 15 Jan 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 3.01 hr | 1.0 days | Met |
| PIN013-100266 | 13 Jan 2026 | Service Request | Handset registration Telephony · BK · Branch | P4 | Resolved | 1.39 hr | 2.1 days | Met |
| PIN013-100265 | 12 Jan 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P4 | Closed | 1.08 hr | 10.2 hr | Met |
| PIN013-100264 | 08 Jan 2026 | Incident | Restore request Backup · KB · Branch | P2 | Closed | 8.22 hr | 20.8 hr | Missed |
| PIN013-100263 | 07 Jan 2026 | Incident | MFA reset Security · AB · Branch | P4 | Closed | 0.54 hr | 2.0 days | Met |
| PIN013-100262 | 06 Jan 2026 | Incident · excluded | Backup job failed Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| PIN013-100261 | 02 Jan 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 36.52 hr | 1.9 days | Missed |
| PIN013-100260 | 01 Jan 2026 | Incident | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | 0.60 hr | 10.6 hr | 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.