SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 170 records in this selection sit outside that — quotes, projects and planned installs, plus 73 calls billed time and materials. They stay visible for volume context.
Service performance
411 eligible records in this yearAverage first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.7%
45 call(s) over the 8-hour target
First-time fix
72.8%
Where the source records the field
Volume
Contract calls
411
581 calls logged in the period
Off contract
73
£22,068 chargeable
Open / closed
18 / 563
Across the selected period
Data-quality gaps
13
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
411
records
- Microsoft 36553
- Telephony49
- User admin45
- Printing44
- Network42
- Email40
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 411 | 4.66 hr | 88.7% | 45 | 170 |
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 | 59 | 5.91 hr | 79% | 12 |
| Anne-Marie Cable | 47 | 3.21 hr | 93% | 3 |
| Barry Ebbs | 43 | 4.80 hr | 88% | 5 |
| Stacey Thomas | 40 | 3.16 hr | 88% | 5 |
| Damian Armstrong | 35 | 11.91 hr | 86% | 5 |
| (Not recorded) | 31 | 4.74 hr | 86% | 4 |
| Daniel Blacker | 31 | 4.59 hr | 90% | 3 |
| Kelly Gregory | 28 | 2.84 hr | 93% | 2 |
| Chloe Dempsey | 25 | 2.16 hr | 92% | 2 |
| Rachael Parkin | 19 | 1.40 hr | 100% | 0 |
| Phil Jenkins | 19 | 3.00 hr | 94% | 1 |
| Aiden Higgins | 18 | 4.79 hr | 88% | 2 |
45 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 151.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306069 | Damian Armstrong | Apple MacBook Air M2 | 2026-07-09 17:32 | 159.35 hr | +151.3 | SE | Database timeout |
| 305749 | Damian Armstrong | Dell Latitude 7420 | 2026-02-26 11:49 | 157.00 hr | +149.0 | SE | MFA reset |
| 306010 | Karen Taylor | Apple iPhone 14 | 2026-06-18 17:38 | 83.90 hr | +75.9 | TAG | OneDrive sync conflict |
| 305632 | Aiden Higgins | Apple MacBook Air M2 | 2026-01-13 10:26 | 47.07 hr | +39.1 | AB | Site offline |
| 305800 | Daniel Blacker | HP ProBook 450 G6 | 2026-03-15 14:31 | 46.43 hr | +38.4 | BK | Suspicious sign-in review |
| 305651 | Barry Ebbs | Samsung Galaxy A54 | 2026-01-19 12:02 | 43.24 hr | +35.2 | BK | Handset registration |
| 305963 | Barry Ebbs | HP ProBook 450 G6 | 2026-05-26 15:42 | 36.22 hr | +28.2 | BK | Site offline |
| 305933 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-13 13:57 | 34.79 hr | +26.8 | TAG | Spoofed email reported |
| 305785 | (Not recorded) | Dell Latitude 7420 | 2026-03-09 10:20 | 33.79 hr | +25.8 | BK | Report not generating |
| 306065 | (Not recorded) | Dell OptiPlex 3050 | 2026-07-08 16:26 | 33.18 hr | +25.2 | TAG | Application crash on launch |
| 305921 | Karen Taylor | HP ProBook 450 G6 | 2026-05-10 16:13 | 33.10 hr | +25.1 | ML | Switch port fault |
| 305713 | Karen Taylor | Samsung Galaxy S23 | 2026-02-12 09:05 | 29.37 hr | +21.4 | AB | Phishing report triage |
| 305684 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-02-02 16:27 | 21.71 hr | +13.7 | KB | Application crash on launch |
| 305929 | Barry Ebbs | HP ProBook 450 G6 | 2026-05-12 09:48 | 21.71 hr | +13.7 | SE | Handset registration |
| 305647 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-01-16 16:31 | 19.50 hr | +11.5 | ML | Leaver process |
| 305728 | Karen Taylor | Apple MacBook Pro 14 | 2026-02-17 17:52 | 14.72 hr | +6.7 | KB | Switch port fault |
| 306021 | Stacey Thomas | Dell Latitude 5440 | 2026-06-23 13:31 | 14.65 hr | +6.7 | SE | Backup job failed |
| 305811 | Karen Taylor | Dell Latitude 5440 | 2026-03-20 11:49 | 14.61 hr | +6.6 | SE | Toner replacement |
| 305965 | Damian Armstrong | Samsung Galaxy A54 | 2026-05-28 17:42 | 14.21 hr | +6.2 | KB | Backup job failed |
| 306152 | Barry Ebbs | Dell Latitude 5440 | 2026-08-11 17:39 | 14.02 hr | +6.0 | TAG | Site offline |
| 306127 | Phil Jenkins | Dell OptiPlex 3050 | 2026-08-03 17:49 | 11.88 hr | +3.9 | BK | Report not generating |
| 305741 | Chloe Dempsey | Samsung Galaxy S23 | 2026-02-20 11:41 | 11.71 hr | +3.7 | KB | New starter setup |
| 305939 | Barry Ebbs | Dell Latitude E7470 | 2026-05-18 12:35 | 11.68 hr | +3.7 | TAG | Handset registration |
| 306122 | Stacey Thomas | Apple MacBook Pro 14 | 2026-07-31 17:58 | 11.60 hr | +3.6 | KB | Handset registration |
| 305848 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-04-06 16:10 | 11.17 hr | +3.2 | ML | Application crash on launch |
| 305719 | Karen Taylor | Dell Latitude 5440 | 2026-02-14 10:37 | 10.75 hr | +2.8 | ML | Switch port fault |
| 305780 | Karen Taylor | Samsung Galaxy S23 | 2026-03-06 12:45 | 10.75 hr | +2.8 | KB | OneDrive sync conflict |
| 305812 | Karen Taylor | Apple iPhone 14 | 2026-03-20 11:29 | 10.71 hr | +2.7 | SE | Printer offline |
| 305873 | Daniel Blacker | Dell OptiPlex 7010 | 2026-04-16 17:03 | 10.62 hr | +2.6 | AB | Scan to email failing |
| 305711 | Stacey Thomas | Apple iPhone 14 | 2026-02-10 10:38 | 10.50 hr | +2.5 | KB | Teams sign-in loop |
| 305900 | Damian Armstrong | Samsung Galaxy A54 | 2026-04-30 12:32 | 10.47 hr | +2.5 | ML | OneDrive sync conflict |
| 306036 | Kelly Gregory | HP EliteBook 840 G9 | 2026-06-28 13:31 | 9.81 hr | +1.8 | BK | MFA reset |
| 306030 | Julie Herbert | Apple iPhone 14 | 2026-06-26 15:30 | 9.80 hr | +1.8 | KB | Suspicious sign-in review |
| 306057 | Aiden Higgins | HP ProDesk 400 G7 | 2026-07-06 11:47 | 9.56 hr | +1.6 | ML | Restore request |
| 305847 | Stacey Thomas | Samsung Galaxy S23 | 2026-04-06 10:19 | 9.16 hr | +1.2 | SE | OneDrive sync conflict |
| 305752 | Kelly Gregory | Dell OptiPlex 7010 | 2026-02-26 09:22 | 8.94 hr | +0.9 | ML | Screen flickering |
| 306157 | Karen Taylor | Lenovo ThinkPad T14 | 2026-08-12 08:02 | 8.69 hr | +0.7 | AB | Name change request |
| 305941 | (Not recorded) | Dell Latitude E7470 | 2026-05-18 12:17 | 8.51 hr | +0.5 | SE | Application crash on launch |
| 305695 | Damian Armstrong | Samsung Galaxy S23 | 2026-02-04 10:47 | 8.48 hr | +0.5 | BK | Slow VPN |
| 306144 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-08-07 13:35 | 8.37 hr | +0.4 | ML | Teams sign-in loop |
| 305624 | Karen Taylor | HP ProDesk 400 G7 | 2026-01-09 15:44 | 8.35 hr | +0.3 | ML | Backup job failed |
| 305760 | Chloe Dempsey | Dell Latitude 5440 | 2026-02-28 11:49 | 8.21 hr | +0.2 | BK | Teams sign-in loop |
| 305803 | Stacey Thomas | Apple MacBook Air M2 | 2026-03-16 11:04 | 8.20 hr | +0.2 | TAG | Spoofed email reported |
| 305940 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-05-18 15:57 | 8.13 hr | +0.1 | SE | Name change request |
| 305815 | Karen Taylor | Apple iPhone 14 | 2026-03-23 14:52 | 8.01 hr | +0.0 | KB | Toner replacement |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Email / Microsoft 365 | 14 | 10 Feb 2026 – 12 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 13 | 20 Jan 2026 – 23 Aug 2026 |
| Barry Ebbs | Monitoring / server / security | 11 | 09 Jan 2026 – 11 Aug 2026 |
| Karen Taylor | Printing | 11 | 21 Jan 2026 – 18 Aug 2026 |
| Karen Taylor | User administration | 10 | 02 Jan 2026 – 12 Aug 2026 |
| Damian Armstrong | Monitoring / server / security | 10 | 16 Jan 2026 – 05 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 10 | 21 Jan 2026 – 31 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 10 | 12 Feb 2026 – 08 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 11 | 14 Jan 2026 – 12 Aug 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 9 | 09 Jan 2026 – 05 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 9 | 14 Feb 2026 – 11 Aug 2026 |
| Dell Latitude E7470 | Telephony | 8 | 15 Jan 2026 – 04 Aug 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 8 | 21 Jan 2026 – 24 Jul 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 8 | 06 Feb 2026 – 23 Jul 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 8 | 06 Mar 2026 – 26 Jun 2026 |
| Dell Latitude 7420 | User administration | 7 | 12 Jan 2026 – 04 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
581 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUA086-101704 | 25 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Closed | 1.25 hr | 3.3 hr | Met |
| QUA086-101703 | 25 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Head Office | P1 | Closed | 4.27 hr | 8.3 hr | Met |
| QUA086-101702 | 25 Aug 2026 | Service Request | Phishing report triage Security · ML · Head Office | P3 | Closed | 4.61 hr | 1.8 days | Met |
| QUA086-101701 | 25 Aug 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Open | — | — | n/a |
| QUA086-101700 | 24 Aug 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Resolved | — | — | n/a |
| QUA086-101699 | 24 Aug 2026 | Project · excluded | Phishing report triage Security · AB · Remote | P3 | Closed | — | — | n/a |
| QUA086-101698 | 24 Aug 2026 | Incident | Screen flickering Hardware · SE · Head Office | P2 | In Progress | — | — | n/a |
| QUA086-101697 | 23 Aug 2026 | Incident | Leaver process User admin · KB · Head Office | P2 | Closed | 0.41 hr | 1.5 days | Met |
| QUA086-101696 | 23 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P2 | Resolved | 1.06 hr | 2.1 days | Met |
| QUA086-101695 | 21 Aug 2026 | Project · excluded | MFA reset Security · ML · Remote | P3 | In Progress | — | — | n/a |
| QUA086-101694 | 21 Aug 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101693 | 20 Aug 2026 | Incident | Restore request Backup · BK · Remote | P3 | Closed | 5.91 hr | 2.2 days | Met |
| QUA086-101692 | 20 Aug 2026 | Planned Install · excluded | Licence renewal Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101691 | 20 Aug 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | In Progress | — | — | n/a |
| QUA086-101690 | 20 Aug 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 0.37 hr | 1.3 days | Met |
| QUA086-101689 | 20 Aug 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P3 | Resolved | — | — | n/a |
| QUA086-101688 | 19 Aug 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P3 | Closed | 1.45 hr | 2.1 days | Met |
| QUA086-101687 | 18 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Remote | P3 | Open | — | — | n/a |
| QUA086-101686 | 18 Aug 2026 | Incident | Printer offline Printing · BK · Head Office | P1 | Resolved | 0.83 hr | 16.7 hr | Met |
| QUA086-101685 | 17 Aug 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101684 | 14 Aug 2026 | Project · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101683 | 13 Aug 2026 | Service Request · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101682 | 13 Aug 2026 | Service Request | Docking station not detected Hardware · ML · Site 2 | P3 | Closed | 0.97 hr | 16.3 hr | Met |
| QUA086-101681 | 13 Aug 2026 | Incident | New starter setup User admin · AB · Branch | P3 | Closed | 0.14 hr | 1.9 days | Met |
| QUA086-101680 | 13 Aug 2026 | Incident · excluded | Docking station not detected Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101679 | 13 Aug 2026 | Service Request · excluded | Licence renewal Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101678 | 13 Aug 2026 | Quote · excluded | Laptop will not boot Hardware · KB · Site 2 | P4 | Resolved | — | — | n/a |
| QUA086-101677 | 12 Aug 2026 | Incident | Name change request User admin · AB · Remote | P3 | Resolved | 8.69 hr | 20.7 hr | Missed |
| QUA086-101676 | 12 Aug 2026 | Service Request | Spoofed email reported Email · AB · Branch | P4 | Resolved | 1.07 hr | 20.4 hr | Met |
| QUA086-101675 | 12 Aug 2026 | Incident · excluded | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101674 | 11 Aug 2026 | Service Request | Message quarantined Email · KB · Remote | P3 | Closed | 1.49 hr | 15.9 hr | Met |
| QUA086-101673 | 11 Aug 2026 | Planned Install · excluded | New printer driver rollout Printing · BK · Remote | P4 | Resolved | — | — | n/a |
| QUA086-101672 | 11 Aug 2026 | Incident | Site offline Network · TAG · Site 2 | P3 | Resolved | 14.02 hr | 2.5 days | Missed |
| QUA086-101671 | 11 Aug 2026 | Project · excluded | Report not generating Line of business app · BK · Head Office | P2 | In Progress | — | — | n/a |
| QUA086-101670 | 11 Aug 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 0.33 hr | 1.3 days | Met |
| QUA086-101669 | 10 Aug 2026 | Planned Install · excluded | Scan to email failing Printing · ML · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101668 | 10 Aug 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Closed | 0.72 hr | 1.7 days | Met |
| QUA086-101667 | 10 Aug 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P4 | Closed | 7.18 hr | 2.3 days | Met |
| QUA086-101666 | 07 Aug 2026 | Incident | Backup job failed Backup · KB · Head Office | P4 | Closed | 0.60 hr | 7.9 hr | Met |
| QUA086-101665 | 07 Aug 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Closed | 0.10 hr | 1.4 days | Met |
| QUA086-101664 | 07 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 8.37 hr | 19.0 hr | Missed |
| QUA086-101663 | 07 Aug 2026 | Incident | Docking station not detected Hardware · TAG · Branch | P3 | Closed | 3.00 hr | 6.0 hr | Met |
| QUA086-101662 | 06 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 0.59 hr | 1.1 days | Met |
| QUA086-101661 | 05 Aug 2026 | Quote · excluded | Name change request User admin · BK · Head Office | P3 | Open | — | — | n/a |
| QUA086-101660 | 05 Aug 2026 | Incident | Endpoint alert investigation Security · KB · Branch | P3 | Closed | 1.83 hr | 14.6 hr | Met |
| QUA086-101659 | 05 Aug 2026 | Incident | Slow VPN Network · SE · Site 2 | P4 | Closed | 0.92 hr | 2.2 days | Met |
| QUA086-101658 | 05 Aug 2026 | Service Request · excluded | New extension setup Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101657 | 05 Aug 2026 | Service Request | Backup job failed Backup · SE · Head Office | P3 | Closed | 2.59 hr | 1.3 days | Met |
| QUA086-101656 | 04 Aug 2026 | Incident · excluded | Message quarantined Email · SE · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101655 | 04 Aug 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 1.36 hr | 2.1 days | Met |
| QUA086-101654 | 04 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101653 | 04 Aug 2026 | Incident | Permission change User admin · AB · Remote | P2 | Closed | 2.80 hr | 2.2 hr | Met |
| QUA086-101652 | 04 Aug 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P3 | Closed | 1.98 hr | 1.6 days | Met |
| QUA086-101651 | 03 Aug 2026 | Change | Handset registration Telephony · BK · Branch | P4 | Closed | 1.01 hr | 2.0 days | Met |
| QUA086-101650 | 03 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Remote | P1 | Closed | 0.41 hr | 15.6 hr | Met |
| QUA086-101649 | 03 Aug 2026 | Incident | Handset registration Telephony · SE · Head Office | P2 | Closed | 2.18 hr | 21.5 hr | Met |
| QUA086-101648 | 03 Aug 2026 | Incident · excluded | Distribution list change Email · SE · Head Office | P4 | Closed | — | — | n/a |
| QUA086-101647 | 03 Aug 2026 | Service Request | Report not generating Line of business app · BK · Remote | P4 | Resolved | 11.88 hr | 1.4 days | Missed |
| QUA086-101646 | 03 Aug 2026 | Incident | New starter setup User admin · BK · Branch | P4 | Closed | 1.41 hr | 1.9 days | Met |
| QUA086-101645 | 01 Aug 2026 | Quote · excluded | Handset registration Telephony · AB · Branch | P3 | In Progress | — | — | n/a |
| QUA086-101644 | 01 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Site 2 | P3 | Closed | 0.41 hr | 12.5 hr | Met |
| QUA086-101643 | 31 Jul 2026 | Service Request | Spoofed email reported Email · SE · Remote | P4 | Resolved | 1.08 hr | 13.6 hr | Met |
| QUA086-101642 | 31 Jul 2026 | Service Request | Handset registration Telephony · KB · Remote | P3 | Closed | 11.60 hr | 8.2 hr | Missed |
| QUA086-101641 | 30 Jul 2026 | Quote · excluded | Backup capacity review Backup · TAG · Head Office | P3 | Open | — | — | n/a |
| QUA086-101640 | 30 Jul 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Resolved | 5.33 hr | 1.4 days | Met |
| QUA086-101639 | 30 Jul 2026 | Service Request | Scan to email failing Printing · AB · Head Office | P3 | Closed | 0.63 hr | 0.4 hr | Met |
| QUA086-101638 | 30 Jul 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P3 | Resolved | 1.41 hr | 13.8 hr | Met |
| QUA086-101637 | 30 Jul 2026 | Project · excluded | Toner replacement Printing · TAG · Head Office | P4 | Closed | — | — | n/a |
| QUA086-101636 | 29 Jul 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 2.64 hr | 2.3 days | Met |
| QUA086-101635 | 29 Jul 2026 | Incident | New starter setup User admin · TAG · Branch | P3 | Resolved | 0.82 hr | 19.5 hr | Met |
| QUA086-101634 | 28 Jul 2026 | Service Request | Switch port fault Network · AB · Branch | P3 | Closed | 6.38 hr | 1.4 days | Met |
| QUA086-101633 | 28 Jul 2026 | Change | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 0.27 hr | 1.7 days | Met |
| QUA086-101632 | 27 Jul 2026 | Quote · excluded | Screen flickering Hardware · ML · Head Office | P4 | In Progress | — | — | n/a |
| QUA086-101631 | 27 Jul 2026 | Change | Voicemail not delivering Telephony · SE · Remote | P3 | Closed | 4.20 hr | 2.4 days | Met |
| QUA086-101630 | 27 Jul 2026 | Incident | Toner replacement Printing · AB · Remote | P3 | Resolved | 0.95 hr | 1.5 days | Met |
| QUA086-101629 | 24 Jul 2026 | Change | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | 4.35 hr | 1.5 days | Met |
| QUA086-101628 | 24 Jul 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 5.18 hr | 2.0 days | Met |
| QUA086-101627 | 24 Jul 2026 | Quote · excluded | Switch port fault Network · ML · Head Office | P4 | Open | — | — | n/a |
| QUA086-101626 | 24 Jul 2026 | Quote · excluded | New starter setup User admin · SE · Head Office | P1 | In Progress | — | — | n/a |
| QUA086-101625 | 24 Jul 2026 | Service Request | Screen flickering Hardware · SE · Branch | P3 | Resolved | 4.27 hr | 1.1 days | Met |
| QUA086-101624 | 23 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Remote | P3 | Resolved | 0.79 hr | 16.6 hr | Met |
| QUA086-101623 | 23 Jul 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P4 | Resolved | 3.56 hr | 1.5 days | Met |
| QUA086-101622 | 23 Jul 2026 | Quote · excluded | New starter setup User admin · AB · Head Office | P1 | Open | — | — | n/a |
| QUA086-101621 | 23 Jul 2026 | Quote · excluded | Mailbox delegation Email · AB · Remote | P3 | Open | — | — | n/a |
| QUA086-101620 | 23 Jul 2026 | Service Request | Switch port fault Network · KB · Head Office | P3 | Closed | 1.47 hr | 2.0 hr | Met |
| QUA086-101619 | 22 Jul 2026 | Incident · excluded | Distribution list change Email · BK · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101618 | 21 Jul 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Resolved | 0.40 hr | 15.8 hr | Met |
| QUA086-101617 | 21 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 3.42 hr | 2.2 hr | Met |
| QUA086-101616 | 21 Jul 2026 | Quote · excluded | Name change request User admin · BK · Head Office | P3 | In Progress | — | — | n/a |
| QUA086-101615 | 21 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Closed | 1.20 hr | 1.6 days | Met |
| QUA086-101614 | 21 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P2 | Resolved | 6.62 hr | 1.5 days | Met |
| QUA086-101613 | 20 Jul 2026 | Incident | New starter setup User admin · TAG · Branch | P3 | Closed | 0.51 hr | 1.3 days | Met |
| QUA086-101612 | 20 Jul 2026 | Change | New extension setup Telephony · BK · Head Office | P4 | Closed | 4.78 hr | 1.4 days | Met |
| QUA086-101611 | 20 Jul 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Closed | 1.11 hr | 3.8 hr | Met |
| QUA086-101610 | 20 Jul 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P4 | Closed | 0.11 hr | 1.5 days | Met |
| QUA086-101609 | 17 Jul 2026 | Change | Name change request User admin · BK · Head Office | P3 | Closed | 0.65 hr | 19.0 hr | Met |
| QUA086-101608 | 17 Jul 2026 | Incident | Screen flickering Hardware · ML · Remote | P4 | Resolved | 0.29 hr | 1.7 days | Met |
| QUA086-101607 | 16 Jul 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · ML · Branch | P2 | Open | — | — | n/a |
| QUA086-101606 | 16 Jul 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P2 | In Progress | — | — | n/a |
| QUA086-101605 | 16 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P4 | Resolved | 3.50 hr | 18.2 hr | Met |
| QUA086-101604 | 15 Jul 2026 | Change | Distribution list change Email · BK · Head Office | P4 | Resolved | 6.06 hr | 1.5 days | Met |
| QUA086-101603 | 15 Jul 2026 | Service Request | Name change request User admin · AB · Head Office | P4 | Closed | 1.08 hr | 2.5 days | Met |
| QUA086-101602 | 15 Jul 2026 | Change | Permission change User admin · SE · Head Office | P2 | Closed | 0.07 hr | 10.2 hr | Met |
| QUA086-101601 | 15 Jul 2026 | Incident | Switch port fault Network · AB · Head Office | P4 | Closed | 5.36 hr | 1.5 days | Met |
| QUA086-101600 | 15 Jul 2026 | Project · excluded | Scan to email failing Printing · AB · Head Office | P2 | Open | — | — | n/a |
| QUA086-101599 | 14 Jul 2026 | Incident · excluded | Message quarantined Email · KB · Branch | P3 | Closed | — | — | n/a |
| QUA086-101598 | 14 Jul 2026 | Incident | Spoofed email reported Email · KB · Head Office | P3 | Resolved | 5.46 hr | 1.8 days | Met |
| QUA086-101597 | 14 Jul 2026 | Project · excluded | Retention change Backup · KB · Site 2 | P1 | Closed | — | — | n/a |
| QUA086-101596 | 13 Jul 2026 | Service Request | New printer driver rollout Printing · BK · Branch | P1 | Resolved | 0.98 hr | 16.0 hr | Met |
| QUA086-101595 | 13 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Branch | P3 | Closed | 1.42 hr | 2.2 days | Met |
| QUA086-101594 | 13 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 2.09 hr | 1.8 hr | Met |
| QUA086-101593 | 13 Jul 2026 | Service Request · excluded | Restore request Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| QUA086-101592 | 10 Jul 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Closed | 4.45 hr | 1.6 days | Met |
| QUA086-101591 | 10 Jul 2026 | Incident | Database timeout Line of business app · ML · Branch | P4 | Closed | 1.15 hr | 1.3 days | Met |
| QUA086-101590 | 10 Jul 2026 | Service Request · excluded | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| QUA086-101589 | 09 Jul 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Resolved | 159.35 hr | 2.3 days | Missed |
| QUA086-101588 | 09 Jul 2026 | Quote · excluded | Call quality issue Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101587 | 08 Jul 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 0.37 hr | 5.6 hr | Met |
| QUA086-101586 | 08 Jul 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 3.56 hr | 2.3 days | Met |
| QUA086-101585 | 08 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 33.18 hr | 1.1 days | Missed |
| QUA086-101584 | 08 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Closed | 2.19 hr | 1.4 days | Met |
| QUA086-101583 | 08 Jul 2026 | Project · excluded | Retention change Backup · AB · Branch | P3 | Closed | — | — | n/a |
| QUA086-101582 | 07 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P2 | Closed | 0.13 hr | 1.5 days | Met |
| QUA086-101581 | 07 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Closed | 0.47 hr | 6.7 hr | Met |
| QUA086-101580 | 07 Jul 2026 | Incident | Switch port fault Network · AB · Head Office | P4 | Resolved | 0.97 hr | 3.4 hr | Met |
| QUA086-101579 | 07 Jul 2026 | Incident · excluded | Permission change User admin · BK · Remote | P3 | Resolved | — | — | n/a |
| QUA086-101578 | 07 Jul 2026 | Service Request | Screen flickering Hardware · BK · Branch | P3 | Closed | 1.68 hr | 2.0 days | Met |
| QUA086-101577 | 06 Jul 2026 | Service Request | Restore request Backup · ML · Remote | P3 | Closed | 9.56 hr | 1.8 days | Missed |
| QUA086-101576 | 06 Jul 2026 | Service Request · excluded | Call quality issue Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| QUA086-101575 | 03 Jul 2026 | Incident · excluded | Scan to email failing Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101574 | 03 Jul 2026 | Service Request | Leaver process User admin · TAG · Branch | P2 | Closed | 0.73 hr | 21.4 hr | Met |
| QUA086-101573 | 03 Jul 2026 | Planned Install · excluded | New printer driver rollout Printing · KB · Head Office | P4 | Closed | — | — | n/a |
| QUA086-101572 | 03 Jul 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P4 | Resolved | — | — | n/a |
| QUA086-101571 | 02 Jul 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P2 | Resolved | 5.52 hr | 14.8 hr | Met |
| QUA086-101570 | 02 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Branch | P1 | Closed | 6.00 hr | 12.7 hr | Met |
| QUA086-101569 | 02 Jul 2026 | Incident | Phishing report triage Security · TAG · Head Office | P4 | Closed | 0.95 hr | 4.7 hr | Met |
| QUA086-101568 | 02 Jul 2026 | Change | Spoofed email reported Email · SE · Remote | P4 | Resolved | 0.18 hr | 1.7 days | Met |
| QUA086-101567 | 02 Jul 2026 | Change | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 0.21 hr | 1.0 days | Met |
| QUA086-101566 | 01 Jul 2026 | Project · excluded | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | — | — | n/a |
| QUA086-101565 | 01 Jul 2026 | Quote · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101564 | 30 Jun 2026 | Quote · excluded | Message quarantined Email · AB · Remote | P3 | Closed | — | — | n/a |
| QUA086-101563 | 30 Jun 2026 | Service Request · excluded | Switch port fault Network · AB · Head Office | P4 | Resolved | — | — | n/a |
| QUA086-101562 | 30 Jun 2026 | Planned Install · excluded | Name change request User admin · BK · Branch | P3 | Closed | — | — | n/a |
| QUA086-101561 | 29 Jun 2026 | Incident · excluded | New starter setup User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| QUA086-101560 | 29 Jun 2026 | Planned Install · excluded | Handset registration Telephony · ML · Head Office | P2 | Closed | — | — | n/a |
| QUA086-101559 | 29 Jun 2026 | Quote · excluded | Scan to email failing Printing · AB · Head Office | P3 | Resolved | — | — | n/a |
| QUA086-101558 | 28 Jun 2026 | Service Request | New starter setup User admin · BK · Head Office | P1 | Closed | 0.11 hr | 1.6 hr | Met |
| QUA086-101557 | 28 Jun 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 1.09 hr | 3.0 hr | Met |
| QUA086-101556 | 28 Jun 2026 | Incident | MFA reset Security · BK · Branch | P2 | Resolved | 9.81 hr | 4.8 hr | Missed |
| QUA086-101555 | 28 Jun 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P4 | Resolved | 1.01 hr | 18.2 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.