SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 19 records in this selection sit outside that — quotes, projects and planned installs, plus 9 calls billed time and materials. They stay visible for volume context.
Service performance
64 eligible records in this yearAverage first response
3.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.2%
6 call(s) over the 8-hour target
First-time fix
67.2%
Where the source records the field
Volume
Contract calls
64
83 calls logged in the period
Off contract
9
£2,595 chargeable
Open / closed
1 / 82
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
64
records
- Line of business app10
- Backup9
- Security9
- Telephony8
- Hardware7
- Printing6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 64 | 3.27 hr | 90.2% | 6 | 19 |
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 | 12 | 1.72 hr | 100% | 0 |
| Stacey Thomas | 9 | 1.63 hr | 100% | 0 |
| Anne-Marie Cable | 9 | 6.25 hr | 75% | 2 |
| Kelly Gregory | 6 | 1.33 hr | 100% | 0 |
| Daniel Blacker | 5 | 2.36 hr | 100% | 0 |
| (Not recorded) | 4 | 3.69 hr | 75% | 1 |
| Aiden Higgins | 4 | 0.97 hr | 100% | 0 |
| Rachael Parkin | 3 | 15.70 hr | 67% | 1 |
| Phil Jenkins | 3 | 1.07 hr | 100% | 0 |
| Chloe Dempsey | 3 | 1.01 hr | 100% | 0 |
| Barry Ebbs | 3 | 0.43 hr | 100% | 0 |
| Julie Herbert | 2 | 5.54 hr | 50% | 1 |
6 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 37.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305865 | Rachael Parkin | Dell Latitude E7470 | 2026-05-31 09:40 | 45.72 hr | +37.7 | ML | Spoofed email reported |
| 305884 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-07-22 08:09 | 27.34 hr | +19.3 | ML | Screen flickering |
| 305842 | Damian Armstrong | HP EliteBook 840 G9 | 2026-03-16 14:44 | 12.06 hr | +4.1 | BK | Endpoint alert investigation |
| 305873 | Julie Herbert | Apple MacBook Air M2 | 2026-06-20 11:48 | 10.34 hr | +2.3 | AB | Docking station not detected |
| 305872 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-06-15 11:59 | 10.02 hr | +2.0 | SE | Scan to email failing |
| 305848 | (Not recorded) | Canon imageRUNNER 2630 | 2026-03-31 16:03 | 9.76 hr | +1.8 | BK | Voicemail not delivering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Hardware | 3 | 21 Jan 2026 – 22 Jul 2026 |
| Karen Taylor | Backup / restore | 3 | 22 Jan 2026 – 10 Jun 2026 |
| Anne-Marie Cable | Line of business app | 3 | 27 Jan 2026 – 10 Aug 2026 |
| Daniel Blacker | Monitoring / server / security | 3 | 04 Feb 2026 – 09 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 3 | 21 Feb 2026 – 03 Aug 2026 |
| (Not recorded) | Telephony | 3 | 31 Mar 2026 – 12 Aug 2026 |
| Karen Taylor | Line of business app | 3 | 29 May 2026 – 24 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Monitoring / server / security | 3 | 04 Feb 2026 – 07 Apr 2026 |
| Apple MacBook Air M2 | Line of business app | 3 | 13 Mar 2026 – 24 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 3 | 16 Mar 2026 – 03 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
83 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUA468-100262 | 24 Aug 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P2 | Resolved | 0.83 hr | 2.1 days | Met |
| QUA468-100261 | 21 Aug 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Closed | 5.96 hr | 1.5 days | Met |
| QUA468-100260 | 16 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Closed | 0.63 hr | 8.0 hr | Met |
| QUA468-100259 | 14 Aug 2026 | Service Request · excluded | Report not generating Line of business app · AB · Head Office | P1 | Resolved | — | — | n/a |
| QUA468-100258 | 13 Aug 2026 | Incident | Leaver process User admin · KB · Branch | P3 | Closed | 2.04 hr | 1.6 days | Met |
| QUA468-100257 | 12 Aug 2026 | Incident | Voicemail not delivering Telephony · TAG · Site 2 | P3 | Closed | 2.92 hr | 19.8 hr | Met |
| QUA468-100256 | 10 Aug 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Closed | 1.80 hr | 16.8 hr | Met |
| QUA468-100255 | 07 Aug 2026 | Quote · excluded | Phishing report triage Security · AB · Remote | P3 | Resolved | — | — | n/a |
| QUA468-100254 | 05 Aug 2026 | Incident | New extension setup Telephony · AB · Branch | P1 | Resolved | 0.20 hr | 11.1 hr | Met |
| QUA468-100253 | 03 Aug 2026 | Incident | Slow VPN Network · TAG · Branch | P2 | Resolved | 1.08 hr | 9.6 hr | Met |
| QUA468-100252 | 31 Jul 2026 | Service Request | Printer offline Printing · AB · Branch | P3 | Resolved | 0.76 hr | 2.4 days | Met |
| QUA468-100251 | 30 Jul 2026 | Planned Install · excluded | Call quality issue Telephony · ML · Head Office | P3 | Open | — | — | n/a |
| QUA468-100250 | 28 Jul 2026 | Quote · excluded | Name change request User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| QUA468-100249 | 27 Jul 2026 | Incident | Database timeout Line of business app · BK · Head Office | P3 | Closed | 0.35 hr | 2.4 days | Met |
| QUA468-100248 | 23 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Resolved | 1.32 hr | 1.2 days | Met |
| QUA468-100247 | 22 Jul 2026 | Incident | Screen flickering Hardware · ML · Head Office | P4 | Closed | 27.34 hr | 2.2 days | Missed |
| QUA468-100246 | 20 Jul 2026 | Service Request | Message quarantined Email · AB · Remote | P4 | Closed | 0.66 hr | 1.2 days | Met |
| QUA468-100245 | 17 Jul 2026 | Incident · excluded | MFA reset Security · ML · Head Office | P4 | Resolved | — | — | n/a |
| QUA468-100244 | 16 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 1.11 hr | 1.2 days | Met |
| QUA468-100243 | 15 Jul 2026 | Incident | Report not generating Line of business app · KB · Branch | P3 | Closed | 7.99 hr | 1.3 days | Met |
| QUA468-100242 | 14 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P3 | Resolved | — | — | n/a |
| QUA468-100241 | 09 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P2 | Resolved | 0.40 hr | 1.7 days | Met |
| QUA468-100240 | 06 Jul 2026 | Incident · excluded | Toner replacement Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUA468-100239 | 03 Jul 2026 | Quote · excluded | Slow VPN Network · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA468-100238 | 01 Jul 2026 | Incident | Retention change Backup · SE · Remote | P3 | Resolved | 0.13 hr | 1.3 days | Met |
| QUA468-100237 | 25 Jun 2026 | Incident | Retention change Backup · KB · Branch | P4 | Resolved | 1.00 hr | 1.5 days | Met |
| QUA468-100236 | 20 Jun 2026 | Incident | Docking station not detected Hardware · AB · Branch | P4 | Resolved | 10.34 hr | 1.7 days | Missed |
| QUA468-100235 | 15 Jun 2026 | Incident | Scan to email failing Printing · SE · Branch | P2 | Closed | 10.02 hr | 1.6 days | Missed |
| QUA468-100234 | 11 Jun 2026 | Incident | Screen flickering Hardware · SE · Remote | P2 | Closed | 0.38 hr | 20.6 hr | Met |
| QUA468-100233 | 10 Jun 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 0.66 hr | 21.1 hr | Met |
| QUA468-100232 | 09 Jun 2026 | Incident | MFA reset Security · AB · Site 2 | P2 | Resolved | 3.03 hr | 1.0 days | Met |
| QUA468-100231 | 08 Jun 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Resolved | — | — | n/a |
| QUA468-100230 | 05 Jun 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 1.38 hr | 2.2 days | Met |
| QUA468-100229 | 03 Jun 2026 | Incident | Backup job failed Backup · TAG · Head Office | P1 | Resolved | 0.66 hr | 15.8 hr | Met |
| QUA468-100228 | 31 May 2026 | Incident | Spoofed email reported Email · ML · Head Office | P4 | Closed | 45.72 hr | 1.7 days | Missed |
| QUA468-100227 | 29 May 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 2.63 hr | 11.5 hr | Met |
| QUA468-100226 | 27 May 2026 | Incident | Call quality issue Telephony · ML · Site 2 | P3 | Closed | — | — | n/a |
| QUA468-100225 | 22 May 2026 | Project · excluded | Message quarantined Email · KB · Head Office | P3 | Closed | — | — | n/a |
| QUA468-100224 | 20 May 2026 | Service Request | Switch port fault Network · AB · Head Office | P4 | Resolved | 0.64 hr | 1.7 days | Met |
| QUA468-100223 | 19 May 2026 | Change · excluded | Outlook not syncing Microsoft 365 · AB · Remote | P2 | Closed | — | — | n/a |
| QUA468-100222 | 15 May 2026 | Service Request · excluded | New printer driver rollout Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| QUA468-100221 | 13 May 2026 | Change · excluded | Retention change Backup · SE · Branch | P2 | Resolved | — | — | n/a |
| QUA468-100220 | 04 May 2026 | Incident | Docking station not detected Hardware · TAG · Remote | P3 | Resolved | 0.74 hr | 1.9 hr | Met |
| QUA468-100219 | 28 Apr 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| QUA468-100218 | 16 Apr 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | 4.45 hr | 22.0 hr | Met |
| QUA468-100217 | 14 Apr 2026 | Service Request | Restore request Backup · AB · Head Office | P4 | Resolved | 0.39 hr | 2.1 days | Met |
| QUA468-100216 | 13 Apr 2026 | Incident | Laptop will not boot Hardware · SE · Branch | P3 | Closed | 0.53 hr | 1.7 days | Met |
| QUA468-100215 | 10 Apr 2026 | Incident | Site offline Network · TAG · Branch | P3 | Closed | 1.63 hr | 1.9 days | Met |
| QUA468-100214 | 08 Apr 2026 | Service Request | Toner replacement Printing · AB · Remote | P2 | Closed | 0.52 hr | 13.1 hr | Met |
| QUA468-100213 | 07 Apr 2026 | Service Request | MFA reset Security · ML · Branch | P4 | Resolved | 1.63 hr | 1.8 days | Met |
| QUA468-100212 | 06 Apr 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 2.70 hr | 6.0 hr | Met |
| QUA468-100211 | 31 Mar 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | 9.76 hr | 1.3 days | Missed |
| QUA468-100210 | 27 Mar 2026 | Service Request | Message quarantined Email · AB · Head Office | P3 | Resolved | 0.18 hr | 1.4 hr | Met |
| QUA468-100209 | 24 Mar 2026 | Service Request · excluded | Toner replacement Printing · AB · Head Office | P3 | Resolved | — | — | n/a |
| QUA468-100208 | 23 Mar 2026 | Service Request | Report not generating Line of business app · ML · Remote | P2 | Closed | — | — | n/a |
| QUA468-100207 | 19 Mar 2026 | Incident | New starter setup User admin · SE · Remote | P4 | Closed | 1.87 hr | 1.4 days | Met |
| QUA468-100206 | 18 Mar 2026 | Quote · excluded | Name change request User admin · ML · Branch | P2 | Resolved | — | — | n/a |
| QUA468-100205 | 16 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P2 | Closed | 12.06 hr | 1.7 days | Missed |
| QUA468-100204 | 13 Mar 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Closed | 5.45 hr | 22.9 hr | Met |
| QUA468-100203 | 11 Mar 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P4 | Resolved | 0.23 hr | 1.2 days | Met |
| QUA468-100202 | 09 Mar 2026 | Service Request | Handset registration Telephony · ML · Head Office | P3 | Closed | 0.60 hr | 2.4 days | Met |
| QUA468-100201 | 06 Mar 2026 | Planned Install · excluded | Spoofed email reported Email · TAG · Head Office | P2 | Closed | — | — | n/a |
| QUA468-100200 | 05 Mar 2026 | Incident | Phishing report triage Security · ML · Remote | P4 | Closed | 0.42 hr | 2.2 days | Met |
| QUA468-100199 | 03 Mar 2026 | Change | Backup job failed Backup · AB · Remote | P3 | Resolved | 3.67 hr | 1.5 days | Met |
| QUA468-100198 | 25 Feb 2026 | Incident | Phishing report triage Security · KB · Head Office | P1 | Closed | 0.84 hr | 9.2 hr | Met |
| QUA468-100197 | 21 Feb 2026 | Service Request | Slow VPN Network · TAG · Remote | P2 | Resolved | 1.00 hr | 1.3 days | Met |
| QUA468-100196 | 20 Feb 2026 | Service Request | Backup job failed Backup · KB · Remote | P3 | Closed | 1.01 hr | 1.4 days | Met |
| QUA468-100195 | 18 Feb 2026 | Incident | MFA reset Security · ML · Head Office | P2 | Resolved | 0.71 hr | 1.5 days | Met |
| QUA468-100194 | 17 Feb 2026 | Incident | Scan to email failing Printing · BK · Branch | P2 | Closed | 0.73 hr | 1.4 days | Met |
| QUA468-100193 | 13 Feb 2026 | Quote · excluded | Screen flickering Hardware · BK · Branch | P2 | Resolved | — | — | n/a |
| QUA468-100192 | 12 Feb 2026 | Service Request · excluded | Site offline Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| QUA468-100191 | 09 Feb 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P2 | Resolved | 4.08 hr | 12.9 hr | Met |
| QUA468-100190 | 04 Feb 2026 | Service Request | Switch port fault Network · BK · Branch | P3 | Closed | 4.39 hr | 1.9 days | Met |
| QUA468-100189 | 02 Feb 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 0.81 hr | 1.8 days | Met |
| QUA468-100188 | 28 Jan 2026 | Incident | Printer offline Printing · SE · Remote | P2 | Closed | 0.35 hr | 2.1 days | Met |
| QUA468-100187 | 27 Jan 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Closed | 0.56 hr | 1.6 days | Met |
| QUA468-100186 | 22 Jan 2026 | Incident | Retention change Backup · SE · Branch | P3 | Closed | 1.38 hr | 3.6 hr | Met |
| QUA468-100185 | 21 Jan 2026 | Service Request | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | 2.61 hr | 15.1 hr | Met |
| QUA468-100184 | 20 Jan 2026 | Incident | Leaver process User admin · AB · Head Office | P1 | Resolved | 0.30 hr | 10.3 hr | Met |
| QUA468-100183 | 13 Jan 2026 | Quote · excluded | Backup capacity review Backup · SE · Remote | P2 | Resolved | — | — | n/a |
| QUA468-100182 | 12 Jan 2026 | Service Request | Mailbox delegation Email · AB · Branch | P3 | Closed | 0.41 hr | 13.3 hr | Met |
| QUA468-100181 | 08 Jan 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P4 | Closed | 0.44 hr | 18.9 hr | Met |
| QUA468-100180 | 06 Jan 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Closed | 0.96 hr | 6.8 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.