SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 57 records in this selection sit outside that — quotes, projects and planned installs, plus 22 calls billed time and materials. They stay visible for volume context.
Service performance
160 eligible records in this yearAverage first response
3.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
91.6%
13 call(s) over the 8-hour target
First-time fix
71.5%
Where the source records the field
Volume
Contract calls
160
217 calls logged in the period
Off contract
22
£6,415.5 chargeable
Open / closed
10 / 207
Across the selected period
Data-quality gaps
5
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
160
records
- User admin21
- Line of business app21
- Hardware20
- Network17
- Telephony17
- Printing14
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 160 | 3.86 hr | 91.6% | 13 | 57 |
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 | 22 | 2.19 hr | 95% | 1 |
| Damian Armstrong | 16 | 11.32 hr | 88% | 2 |
| Stacey Thomas | 15 | 2.07 hr | 100% | 0 |
| Anne-Marie Cable | 15 | 1.95 hr | 93% | 1 |
| Aiden Higgins | 13 | 4.70 hr | 83% | 2 |
| Julie Herbert | 12 | 3.58 hr | 92% | 1 |
| Barry Ebbs | 12 | 5.06 hr | 75% | 3 |
| Daniel Blacker | 11 | 1.12 hr | 100% | 0 |
| Chloe Dempsey | 11 | 3.41 hr | 91% | 1 |
| Rachael Parkin | 9 | 1.70 hr | 100% | 0 |
| Kelly Gregory | 9 | 6.09 hr | 89% | 1 |
| (Not recorded) | 9 | 3.05 hr | 88% | 1 |
13 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 101.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306675 | Damian Armstrong | Dell OptiPlex 3050 | 2026-07-20 17:00 | 109.44 hr | +101.4 | BK | Application crash on launch |
| 306543 | Kelly Gregory | Dell OptiPlex 3050 | 2026-02-19 14:00 | 40.50 hr | +32.5 | TAG | Name change request |
| 306580 | Damian Armstrong | Dell Latitude 7420 | 2026-04-02 15:14 | 38.05 hr | +30.1 | BK | New printer driver rollout |
| 306619 | Aiden Higgins | Samsung Galaxy A54 | 2026-05-11 08:38 | 34.62 hr | +26.6 | AB | Site offline |
| 306595 | Karen Taylor | Samsung Galaxy S23 | 2026-04-16 08:10 | 21.52 hr | +13.5 | KB | Application crash on launch |
| 306539 | Julie Herbert | Lenovo ThinkPad T14 | 2026-02-12 11:11 | 18.65 hr | +10.7 | KB | Application crash on launch |
| 306701 | Barry Ebbs | Apple MacBook Air M2 | 2026-08-19 13:33 | 16.79 hr | +8.8 | ML | Backup job failed |
| 306588 | Barry Ebbs | Dell Latitude 5440 | 2026-04-09 17:49 | 15.08 hr | +7.1 | AB | Teams sign-in loop |
| 306541 | Barry Ebbs | Dell Latitude E7470 | 2026-02-16 15:21 | 11.82 hr | +3.8 | BK | Site offline |
| 306568 | Chloe Dempsey | Dell Wyse 5070 | 2026-03-19 09:48 | 10.91 hr | +2.9 | SE | Replacement keyboard |
| 306533 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-02-08 14:34 | 10.79 hr | +2.8 | AB | Suspicious sign-in review |
| 306654 | Aiden Higgins | Apple MacBook Air M2 | 2026-06-30 10:44 | 9.01 hr | +1.0 | AB | Database timeout |
| 306558 | (Not recorded) | Samsung Galaxy S23 | 2026-03-05 11:44 | 8.04 hr | +0.0 | KB | Call quality issue |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 6 | 16 Jan 2026 – 31 Jul 2026 |
| Anne-Marie Cable | User administration | 5 | 09 Jan 2026 – 25 Jun 2026 |
| Karen Taylor | Telephony | 5 | 13 Jan 2026 – 24 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 5 | 15 Jan 2026 – 23 Jul 2026 |
| Chloe Dempsey | User administration | 5 | 28 Jan 2026 – 29 Jun 2026 |
| Karen Taylor | Line of business app | 5 | 22 Feb 2026 – 07 May 2026 |
| Damian Armstrong | Printing | 4 | 15 Jan 2026 – 22 Apr 2026 |
| Damian Armstrong | Backup / restore | 3 | 06 Jan 2026 – 18 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Printing | 4 | 23 Jan 2026 – 06 Aug 2026 |
| Dell OptiPlex 3050 | Line of business app | 4 | 26 Jan 2026 – 27 Jul 2026 |
| Dell OptiPlex 3050 | Hardware | 4 | 30 Jan 2026 – 06 May 2026 |
| Dell OptiPlex 3050 | Monitoring / server / security | 4 | 20 Mar 2026 – 27 Jul 2026 |
| Apple MacBook Air M2 | User administration | 3 | 02 Jan 2026 – 30 Jul 2026 |
| Samsung Galaxy S23 | Hardware | 3 | 08 Jan 2026 – 16 Jun 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 3 | 19 Jan 2026 – 11 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 19 Jan 2026 – 08 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
217 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUA215-100697 | 25 Aug 2026 | Change | Database timeout Line of business app · BK · Head Office | P4 | Closed | 0.70 hr | 18.1 hr | Met |
| QUA215-100696 | 25 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P1 | Resolved | — | — | n/a |
| QUA215-100695 | 24 Aug 2026 | Service Request | Voicemail not delivering Telephony · KB · Remote | P3 | In Progress | — | — | n/a |
| QUA215-100694 | 24 Aug 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P4 | In Progress | — | — | n/a |
| QUA215-100693 | 21 Aug 2026 | Change | Backup capacity review Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA215-100692 | 21 Aug 2026 | Service Request | Name change request User admin · TAG · Head Office | P3 | Resolved | 1.96 hr | 9.8 hr | Met |
| QUA215-100691 | 20 Aug 2026 | Project · excluded | Suspicious sign-in review Security · AB · Remote | P2 | In Progress | — | — | n/a |
| QUA215-100690 | 19 Aug 2026 | Service Request | Backup job failed Backup · ML · Head Office | P2 | Closed | 16.79 hr | 1.0 days | Missed |
| QUA215-100689 | 18 Aug 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 0.05 hr | 9.3 hr | Met |
| QUA215-100688 | 18 Aug 2026 | Incident | Backup capacity review Backup · TAG · Branch | P4 | Resolved | 3.23 hr | 16.4 hr | Met |
| QUA215-100687 | 17 Aug 2026 | Service Request | Application crash on launch Line of business app · AB · Remote | P3 | Closed | 5.53 hr | 1.1 days | Met |
| QUA215-100686 | 14 Aug 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Closed | 4.87 hr | 4.7 hr | Met |
| QUA215-100685 | 14 Aug 2026 | Service Request · excluded | Restore request Backup · TAG · Branch | P2 | Closed | — | — | n/a |
| QUA215-100684 | 13 Aug 2026 | Incident | Retention change Backup · TAG · Branch | P4 | Closed | 0.89 hr | 1.8 days | Met |
| QUA215-100683 | 12 Aug 2026 | Quote · excluded | Distribution list change Email · ML · Site 2 | P3 | In Progress | — | — | n/a |
| QUA215-100682 | 11 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Closed | 1.23 hr | 1.7 days | Met |
| QUA215-100681 | 10 Aug 2026 | Project · excluded | Voicemail not delivering Telephony · ML · Head Office | P2 | Open | — | — | n/a |
| QUA215-100680 | 06 Aug 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P3 | Closed | 1.14 hr | 1.5 days | Met |
| QUA215-100679 | 05 Aug 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Open | — | — | n/a |
| QUA215-100678 | 04 Aug 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 0.07 hr | 1.6 days | Met |
| QUA215-100677 | 04 Aug 2026 | Service Request · excluded | Site offline Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| QUA215-100676 | 03 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Remote | P4 | Closed | 1.26 hr | 5.6 hr | Met |
| QUA215-100675 | 31 Jul 2026 | Incident | Slow VPN Network · ML · Head Office | P2 | Closed | 0.85 hr | 1.7 days | Met |
| QUA215-100674 | 30 Jul 2026 | Quote · excluded | Spoofed email reported Email · AB · Head Office | P3 | In Progress | — | — | n/a |
| QUA215-100673 | 30 Jul 2026 | Incident | Leaver process User admin · TAG · Remote | P3 | Closed | 0.99 hr | 1.3 days | Met |
| QUA215-100672 | 29 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Branch | P1 | Closed | 0.88 hr | 17.7 hr | Met |
| QUA215-100671 | 29 Jul 2026 | Service Request | Handset registration Telephony · KB · Branch | P4 | Closed | 5.78 hr | 1.8 days | Met |
| QUA215-100670 | 28 Jul 2026 | Change | Mailbox delegation Email · ML · Head Office | P3 | Closed | 1.42 hr | 18.0 hr | Met |
| QUA215-100669 | 27 Jul 2026 | Service Request | Phishing report triage Security · ML · Site 2 | P3 | Resolved | 4.08 hr | 2.5 days | Met |
| QUA215-100668 | 27 Jul 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Closed | 0.75 hr | 23.0 hr | Met |
| QUA215-100667 | 23 Jul 2026 | Service Request | Message quarantined Email · KB · Head Office | P2 | Closed | 1.53 hr | 11.9 hr | Met |
| QUA215-100666 | 22 Jul 2026 | Change · excluded | Leaver process User admin · SE · Head Office | P4 | Resolved | — | — | n/a |
| QUA215-100665 | 22 Jul 2026 | Change · excluded | Docking station not detected Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| QUA215-100664 | 20 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 109.44 hr | 4.4 hr | Missed |
| QUA215-100663 | 20 Jul 2026 | Service Request · excluded | Slow VPN Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| QUA215-100662 | 17 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 0.09 hr | 1.5 days | Met |
| QUA215-100661 | 16 Jul 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Head Office | P3 | Open | — | — | n/a |
| QUA215-100660 | 16 Jul 2026 | Quote · excluded | Call quality issue Telephony · ML · Branch | P3 | In Progress | — | — | n/a |
| QUA215-100659 | 15 Jul 2026 | Quote · excluded | Database timeout Line of business app · TAG · Site 2 | P3 | In Progress | — | — | n/a |
| QUA215-100658 | 15 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Closed | 2.05 hr | 2.3 days | Met |
| QUA215-100657 | 14 Jul 2026 | Incident | Leaver process User admin · ML · Branch | P4 | Resolved | 0.45 hr | 0.6 hr | Met |
| QUA215-100656 | 13 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P3 | Resolved | 3.17 hr | 2.1 days | Met |
| QUA215-100655 | 13 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 0.73 hr | 4.2 hr | Met |
| QUA215-100654 | 10 Jul 2026 | Quote · excluded | Message quarantined Email · KB · Branch | P4 | Closed | — | — | n/a |
| QUA215-100653 | 10 Jul 2026 | Incident | Toner replacement Printing · BK · Head Office | P4 | Resolved | 1.22 hr | 1.1 days | Met |
| QUA215-100652 | 09 Jul 2026 | Service Request | Phishing report triage Security · AB · Head Office | P3 | Closed | 0.50 hr | 2.5 days | Met |
| QUA215-100651 | 08 Jul 2026 | Project · excluded | New extension setup Telephony · KB · Head Office | P4 | Closed | — | — | n/a |
| QUA215-100650 | 07 Jul 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 0.48 hr | 1.3 days | Met |
| QUA215-100649 | 06 Jul 2026 | Incident | Spoofed email reported Email · BK · Head Office | P4 | Closed | 1.16 hr | 16.7 hr | Met |
| QUA215-100648 | 03 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| QUA215-100647 | 02 Jul 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P3 | Closed | 1.09 hr | 22.6 hr | Met |
| QUA215-100646 | 02 Jul 2026 | Quote · excluded | Site offline Network · SE · Head Office | P4 | Resolved | — | — | n/a |
| QUA215-100645 | 01 Jul 2026 | Incident | Database timeout Line of business app · KB · Branch | P2 | Resolved | 2.29 hr | 1.0 days | Met |
| QUA215-100644 | 01 Jul 2026 | Service Request · excluded | Screen flickering Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| QUA215-100643 | 30 Jun 2026 | Incident | Database timeout Line of business app · AB · Head Office | P2 | Closed | 9.01 hr | 14.0 hr | Missed |
| QUA215-100642 | 30 Jun 2026 | Incident · excluded | Scan to email failing Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| QUA215-100641 | 29 Jun 2026 | Incident | Leaver process User admin · TAG · Branch | P3 | Resolved | 1.34 hr | 10.4 hr | Met |
| QUA215-100640 | 26 Jun 2026 | Planned Install · excluded | Call quality issue Telephony · TAG · Site 2 | P4 | Closed | — | — | n/a |
| QUA215-100639 | 25 Jun 2026 | Change · excluded | Handset registration Telephony · TAG · Branch | P4 | Resolved | — | — | n/a |
| QUA215-100638 | 25 Jun 2026 | Incident | New starter setup User admin · ML · Remote | P2 | Closed | 0.82 hr | 1.4 days | Met |
| QUA215-100637 | 23 Jun 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Branch | P2 | Resolved | — | — | n/a |
| QUA215-100636 | 22 Jun 2026 | Change | Leaver process User admin · KB · Head Office | P3 | Closed | 1.37 hr | 7.4 hr | Met |
| QUA215-100635 | 22 Jun 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 0.56 hr | 12.5 hr | Met |
| QUA215-100634 | 18 Jun 2026 | Incident | Scan to email failing Printing · SE · Site 2 | P2 | Closed | 0.46 hr | 1.4 hr | Met |
| QUA215-100633 | 16 Jun 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P1 | Closed | 5.11 hr | 10.2 hr | Met |
| QUA215-100632 | 15 Jun 2026 | Incident | Name change request User admin · AB · Head Office | P4 | Resolved | 3.25 hr | 17.1 hr | Met |
| QUA215-100631 | 11 Jun 2026 | Change | Phishing report triage Security · SE · Head Office | P4 | Closed | 0.53 hr | 14.4 hr | Met |
| QUA215-100630 | 09 Jun 2026 | Incident · excluded | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | — | — | n/a |
| QUA215-100629 | 08 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Resolved | — | — | n/a |
| QUA215-100628 | 05 Jun 2026 | Service Request | MFA reset Security · TAG · Head Office | P3 | Resolved | 5.54 hr | 2.2 days | Met |
| QUA215-100627 | 04 Jun 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P3 | Resolved | 5.63 hr | 1.5 days | Met |
| QUA215-100626 | 03 Jun 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Head Office | P2 | Resolved | — | — | n/a |
| QUA215-100625 | 02 Jun 2026 | Incident | Database timeout Line of business app · ML · Head Office | P4 | Closed | 2.19 hr | 1.4 days | Met |
| QUA215-100624 | 28 May 2026 | Planned Install · excluded | Voicemail not delivering Telephony · SE · Remote | P4 | Resolved | — | — | n/a |
| QUA215-100623 | 28 May 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | 1.15 hr | 2.0 days | Met |
| QUA215-100622 | 27 May 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | 5.54 hr | 10.7 hr | Met |
| QUA215-100621 | 26 May 2026 | Incident · excluded | Phishing report triage Security · BK · Remote | P2 | Resolved | — | — | n/a |
| QUA215-100620 | 26 May 2026 | Incident | Licence renewal Line of business app · BK · Branch | P3 | Resolved | 1.28 hr | 1.9 days | Met |
| QUA215-100619 | 25 May 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 0.26 hr | 13.7 hr | Met |
| QUA215-100618 | 25 May 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Resolved | 1.03 hr | 1.8 days | Met |
| QUA215-100617 | 21 May 2026 | Service Request | Site offline Network · ML · Branch | P3 | Closed | 0.32 hr | 17.6 hr | Met |
| QUA215-100616 | 20 May 2026 | Incident | Phishing report triage Security · TAG · Branch | P3 | Resolved | 1.40 hr | 2.2 days | Met |
| QUA215-100615 | 20 May 2026 | Service Request | Voicemail not delivering Telephony · SE · Branch | P3 | Resolved | 1.34 hr | 18.6 hr | Met |
| QUA215-100614 | 19 May 2026 | Planned Install · excluded | Mailbox delegation Email · AB · Head Office | P4 | Resolved | — | — | n/a |
| QUA215-100613 | 19 May 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P1 | Closed | 0.52 hr | 3.1 hr | Met |
| QUA215-100612 | 18 May 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 3.48 hr | 2.1 days | Met |
| QUA215-100611 | 15 May 2026 | Incident | Site offline Network · SE · Head Office | P4 | Closed | 0.18 hr | 2.4 days | Met |
| QUA215-100610 | 14 May 2026 | Incident | Call quality issue Telephony · KB · Head Office | P2 | Resolved | 0.79 hr | 1.8 days | Met |
| QUA215-100609 | 12 May 2026 | Change | Switch port fault Network · ML · Head Office | P3 | Closed | 0.48 hr | 2.4 days | Met |
| QUA215-100608 | 11 May 2026 | Incident | Site offline Network · AB · Remote | P2 | Closed | 34.62 hr | 1.8 days | Missed |
| QUA215-100607 | 11 May 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 7.98 hr | 9.0 hr | Met |
| QUA215-100606 | 07 May 2026 | Incident | Report not generating Line of business app · TAG · Remote | P2 | Closed | 1.16 hr | 2.2 days | Met |
| QUA215-100605 | 07 May 2026 | Incident | Spoofed email reported Email · BK · Branch | P3 | Closed | 1.26 hr | 1.5 days | Met |
| QUA215-100604 | 06 May 2026 | Change | Printer offline Printing · ML · Head Office | P2 | Closed | 0.73 hr | 2.2 days | Met |
| QUA215-100603 | 06 May 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P3 | Resolved | 3.03 hr | 1.4 days | Met |
| QUA215-100602 | 05 May 2026 | Service Request | Leaver process User admin · TAG · Head Office | P2 | Closed | 1.10 hr | 22.7 hr | Met |
| QUA215-100601 | 04 May 2026 | Planned Install · excluded | Application crash on launch Line of business app · ML · Branch | P3 | Closed | — | — | n/a |
| QUA215-100600 | 04 May 2026 | Quote · excluded | New starter setup User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| QUA215-100599 | 01 May 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Resolved | 1.24 hr | 1.7 days | Met |
| QUA215-100598 | 01 May 2026 | Incident | Docking station not detected Hardware · BK · Site 2 | P4 | Resolved | 0.48 hr | 2.3 days | Met |
| QUA215-100597 | 29 Apr 2026 | Incident | Leaver process User admin · ML · Head Office | P4 | Closed | 2.90 hr | 6.8 hr | Met |
| QUA215-100596 | 28 Apr 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | 1.43 hr | 11.2 hr | Met |
| QUA215-100595 | 28 Apr 2026 | Project · excluded | Voicemail not delivering Telephony · KB · Head Office | P4 | Resolved | — | — | n/a |
| QUA215-100594 | 27 Apr 2026 | Service Request | Site offline Network · BK · Head Office | P2 | Closed | 5.90 hr | 2.2 days | Met |
| QUA215-100593 | 27 Apr 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P2 | Resolved | 0.40 hr | 17.3 hr | Met |
| QUA215-100592 | 26 Apr 2026 | Service Request | Permission change User admin · AB · Head Office | P3 | Closed | 1.91 hr | 12.1 hr | Met |
| QUA215-100591 | 24 Apr 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P1 | Resolved | 0.36 hr | 8.3 hr | Met |
| QUA215-100590 | 23 Apr 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · KB · Branch | P4 | Resolved | — | — | n/a |
| QUA215-100589 | 23 Apr 2026 | Incident · excluded | New starter setup User admin · KB · Head Office | P4 | Resolved | — | — | n/a |
| QUA215-100588 | 22 Apr 2026 | Incident | New printer driver rollout Printing · ML · Remote | P3 | Resolved | 1.46 hr | 2.1 days | Met |
| QUA215-100587 | 21 Apr 2026 | Project · excluded | Endpoint alert investigation Security · ML · Remote | P4 | Resolved | — | — | n/a |
| QUA215-100586 | 21 Apr 2026 | Service Request | Docking station not detected Hardware · KB · Site 2 | P3 | Closed | 0.94 hr | 3.2 hr | Met |
| QUA215-100585 | 16 Apr 2026 | Incident | Spoofed email reported Email · BK · Branch | P2 | Resolved | 0.52 hr | 4.1 hr | Met |
| QUA215-100584 | 16 Apr 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Resolved | 21.52 hr | 1.7 days | Missed |
| QUA215-100583 | 15 Apr 2026 | Service Request | New printer driver rollout Printing · BK · Head Office | P3 | Closed | 0.25 hr | 1.7 days | Met |
| QUA215-100582 | 14 Apr 2026 | Incident | Name change request User admin · SE · Head Office | P4 | Closed | 0.50 hr | 16.3 hr | Met |
| QUA215-100581 | 13 Apr 2026 | Service Request | New extension setup Telephony · AB · Head Office | P3 | Closed | 1.25 hr | 2.5 days | Met |
| QUA215-100580 | 13 Apr 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA215-100579 | 10 Apr 2026 | Service Request | Licence renewal Line of business app · BK · Remote | P3 | Closed | 0.33 hr | 13.5 hr | Met |
| QUA215-100578 | 10 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Resolved | 3.05 hr | 1.1 days | Met |
| QUA215-100577 | 09 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 15.08 hr | 1.4 days | Missed |
| QUA215-100576 | 08 Apr 2026 | Service Request | Phishing report triage Security · SE · Head Office | P4 | Closed | 0.67 hr | 1.9 days | Met |
| QUA215-100575 | 07 Apr 2026 | Service Request | Mailbox delegation Email · KB · Head Office | P3 | Closed | 1.38 hr | 6.4 hr | Met |
| QUA215-100574 | 06 Apr 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · ML · Remote | P3 | Closed | — | — | n/a |
| QUA215-100573 | 06 Apr 2026 | Planned Install · excluded | Scan to email failing Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| QUA215-100572 | 03 Apr 2026 | Change | Screen flickering Hardware · SE · Head Office | P3 | Closed | 1.50 hr | 10.5 hr | Met |
| QUA215-100571 | 03 Apr 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P3 | Resolved | 2.07 hr | 11.3 hr | Met |
| QUA215-100570 | 02 Apr 2026 | Incident · excluded | Replacement keyboard Hardware · AB · Head Office | P2 | Resolved | — | — | n/a |
| QUA215-100569 | 02 Apr 2026 | Change | New printer driver rollout Printing · BK · Branch | P4 | Closed | 38.05 hr | 2.4 days | Missed |
| QUA215-100568 | 01 Apr 2026 | Incident | Restore request Backup · BK · Head Office | P1 | Closed | 0.59 hr | 12.5 hr | Met |
| QUA215-100567 | 01 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 0.68 hr | 4.5 hr | Met |
| QUA215-100566 | 31 Mar 2026 | Incident · excluded | Message quarantined Email · KB · Branch | P3 | Resolved | — | — | n/a |
| QUA215-100565 | 30 Mar 2026 | Service Request | Licence renewal Line of business app · TAG · Remote | P3 | Closed | 1.05 hr | 6.0 hr | Met |
| QUA215-100564 | 27 Mar 2026 | Quote · excluded | Permission change User admin · AB · Remote | P3 | Closed | — | — | n/a |
| QUA215-100563 | 25 Mar 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| QUA215-100562 | 23 Mar 2026 | Service Request | Slow VPN Network · AB · Head Office | P4 | Resolved | 3.16 hr | 1.0 days | Met |
| QUA215-100561 | 23 Mar 2026 | Change | Mailbox delegation Email · BK · Head Office | P2 | Resolved | 4.02 hr | 1.8 days | Met |
| QUA215-100560 | 21 Mar 2026 | Incident | Spoofed email reported Email · SE · Branch | P2 | Closed | 4.24 hr | 2.1 days | Met |
| QUA215-100559 | 20 Mar 2026 | Incident | Switch port fault Network · SE · Remote | P2 | Closed | 0.55 hr | 20.9 hr | Met |
| QUA215-100558 | 20 Mar 2026 | Incident | Docking station not detected Hardware · TAG · Remote | P4 | Closed | 4.40 hr | 2.3 days | Met |
| QUA215-100557 | 19 Mar 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Closed | 10.91 hr | 1.4 days | Missed |
| QUA215-100556 | 18 Mar 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Closed | 0.15 hr | 10.1 hr | Met |
| QUA215-100555 | 18 Mar 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Resolved | 2.16 hr | 2.0 days | Met |
| QUA215-100554 | 16 Mar 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Resolved | 1.07 hr | 2.5 days | Met |
| QUA215-100553 | 13 Mar 2026 | Incident | New extension setup Telephony · KB · Head Office | P4 | Closed | 0.70 hr | 1.6 days | Met |
| QUA215-100552 | 13 Mar 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Resolved | 1.37 hr | 1.0 hr | Met |
| QUA215-100551 | 12 Mar 2026 | Change | New starter setup User admin · ML · Branch | P4 | Closed | 0.92 hr | 1.8 days | Met |
| QUA215-100550 | 11 Mar 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P4 | Resolved | 1.16 hr | 1.0 days | Met |
| QUA215-100549 | 06 Mar 2026 | Incident | Report not generating Line of business app · TAG · Remote | P3 | Closed | 0.19 hr | 6.7 hr | Met |
| QUA215-100548 | 05 Mar 2026 | Service Request | Backup capacity review Backup · AB · Branch | P3 | Resolved | 1.50 hr | 10.1 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.