SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 99 records in this selection sit outside that — quotes, projects and planned installs, plus 45 calls billed time and materials. They stay visible for volume context.
Service performance
250 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.8%
27 call(s) over the 8-hour target
First-time fix
72.6%
Where the source records the field
Volume
Contract calls
250
349 calls logged in the period
Off contract
45
£13,186.5 chargeable
Open / closed
10 / 339
Across the selected period
Data-quality gaps
8
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
250
records
- Telephony34
- Microsoft 36533
- Backup27
- User admin27
- Security24
- Email24
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 250 | 4.08 hr | 88.8% | 27 | 99 |
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 | 38 | 3.62 hr | 97% | 1 |
| Anne-Marie Cable | 34 | 3.51 hr | 88% | 4 |
| Stacey Thomas | 29 | 4.39 hr | 79% | 6 |
| Damian Armstrong | 19 | 3.21 hr | 88% | 2 |
| Barry Ebbs | 18 | 5.68 hr | 88% | 2 |
| Julie Herbert | 18 | 3.79 hr | 89% | 2 |
| (Not recorded) | 16 | 5.42 hr | 73% | 4 |
| Kelly Gregory | 16 | 2.13 hr | 100% | 0 |
| Phil Jenkins | 15 | 1.86 hr | 100% | 0 |
| Chloe Dempsey | 14 | 2.79 hr | 100% | 0 |
| Rachael Parkin | 13 | 7.07 hr | 85% | 2 |
| Aiden Higgins | 11 | 4.99 hr | 82% | 2 |
27 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 37.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303298 | Anne-Marie Cable | Dell Latitude 5440 | 2026-07-09 13:56 | 45.35 hr | +37.4 | TAG | Outlook not syncing |
| 303322 | Daniel Blacker | Dell Latitude 7420 | 2026-07-23 12:40 | 43.85 hr | +35.9 | KB | Voicemail not delivering |
| 303019 | Karen Taylor | HP EliteBook 840 G9 | 2026-01-06 11:37 | 38.74 hr | +30.7 | KB | Restore request |
| 303063 | Barry Ebbs | Canon imageRUNNER 2630 | 2026-02-05 12:28 | 37.75 hr | +29.8 | TAG | Docking station not detected |
| 303256 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-06-12 15:53 | 29.57 hr | +21.6 | BK | New starter setup |
| 303241 | (Not recorded) | Apple iPhone 14 | 2026-06-02 08:00 | 29.42 hr | +21.4 | AB | New printer driver rollout |
| 303109 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-03-06 08:26 | 27.33 hr | +19.3 | ML | Wi-Fi dropouts in warehouse |
| 303213 | Stacey Thomas | Dell Latitude 5440 | 2026-05-14 17:21 | 25.34 hr | +17.3 | KB | Name change request |
| 303352 | Julie Herbert | Samsung Galaxy S23 | 2026-08-21 11:22 | 18.67 hr | +10.7 | BK | Voicemail not delivering |
| 303194 | Stacey Thomas | Samsung Galaxy A54 | 2026-04-30 14:36 | 16.21 hr | +8.2 | ML | Laptop will not boot |
| 303300 | Barry Ebbs | Dell OptiPlex 7010 | 2026-07-10 15:57 | 15.69 hr | +7.7 | SE | Call quality issue |
| 303013 | (Not recorded) | Dell Latitude 5440 | 2026-01-02 13:36 | 11.83 hr | +3.8 | ML | Teams sign-in loop |
| 303112 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-03-09 08:53 | 11.83 hr | +3.8 | BK | New starter setup |
| 303181 | Stacey Thomas | Dell Latitude 5440 | 2026-04-22 13:13 | 11.78 hr | +3.8 | BK | Call quality issue |
| 303205 | Stacey Thomas | HP ProBook 450 G6 | 2026-05-08 12:20 | 11.36 hr | +3.4 | SE | MFA reset |
| 303141 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-03-27 16:12 | 11.35 hr | +3.4 | KB | New extension setup |
| 303325 | Stacey Thomas | Dell OptiPlex 7010 | 2026-07-28 09:49 | 11.16 hr | +3.2 | SE | Database timeout |
| 303295 | Aiden Higgins | Apple iPhone 12 | 2026-07-08 17:03 | 10.92 hr | +2.9 | BK | Permission change |
| 303091 | Damian Armstrong | Apple MacBook Pro 14 | 2026-02-24 10:28 | 10.91 hr | +2.9 | SE | Outlook not syncing |
| 303193 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-04-30 09:40 | 9.97 hr | +2.0 | TAG | Outlook not syncing |
| 303284 | (Not recorded) | HPE Aruba 2530 | 2026-07-02 17:36 | 9.75 hr | +1.8 | KB | Laptop will not boot |
| 303045 | Aiden Higgins | Apple MacBook Pro 14 | 2026-01-26 11:42 | 9.67 hr | +1.7 | BK | Message quarantined |
| 303096 | Julie Herbert | HP ProBook 450 G6 | 2026-02-26 09:14 | 9.00 hr | +1.0 | AB | Call quality issue |
| 303125 | Damian Armstrong | Dell OptiPlex 7010 | 2026-03-20 14:27 | 8.55 hr | +0.6 | BK | Laptop will not boot |
| 303304 | (Not recorded) | Apple iPhone 12 | 2026-07-14 10:13 | 8.55 hr | +0.6 | ML | Backup capacity review |
| 303197 | Anne-Marie Cable | Dell Latitude 7420 | 2026-05-04 11:39 | 8.43 hr | +0.4 | TAG | Restore request |
| 303054 | Daniel Blacker | Dell OptiPlex 7010 | 2026-01-29 09:20 | 8.17 hr | +0.2 | SE | Backup capacity review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 11 | 06 Jan 2026 – 21 Aug 2026 |
| Stacey Thomas | Telephony | 7 | 04 Jan 2026 – 17 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 7 | 23 Jan 2026 – 17 Aug 2026 |
| Anne-Marie Cable | User administration | 7 | 05 Feb 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 7 | 11 Feb 2026 – 09 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 6 | 06 Mar 2026 – 25 Aug 2026 |
| Karen Taylor | User administration | 6 | 10 Mar 2026 – 12 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 6 | 24 Mar 2026 – 19 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 15 | 02 Jan 2026 – 25 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 6 | 19 Feb 2026 – 19 Aug 2026 |
| Apple iPhone 14 | Monitoring / server / security | 6 | 25 Feb 2026 – 21 Aug 2026 |
| Lenovo ThinkPad T14 | Telephony | 6 | 27 Mar 2026 – 07 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 5 | 08 Jan 2026 – 25 Aug 2026 |
| HP ProBook 450 G6 | User administration | 5 | 13 Jan 2026 – 05 May 2026 |
| Dell OptiPlex 7010 | Telephony | 4 | 01 Jan 2026 – 10 Jul 2026 |
| Dell Latitude 7420 | Backup / restore | 4 | 01 Jan 2026 – 15 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
349 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUA768-101080 | 25 Aug 2026 | Change | Backup job failed Backup · BK · Head Office | P4 | Open | — | — | n/a |
| QUA768-101079 | 25 Aug 2026 | Incident | Slow VPN Network · KB · Site 2 | P3 | Resolved | 1.23 hr | 2.1 days | Met |
| QUA768-101078 | 25 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Site 2 | P4 | Resolved | 0.41 hr | 2.1 days | Met |
| QUA768-101077 | 24 Aug 2026 | Incident | Database timeout Line of business app · AB · Head Office | P4 | Closed | 1.18 hr | 1.4 days | Met |
| QUA768-101076 | 24 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P4 | Resolved | 2.33 hr | 15.5 hr | Met |
| QUA768-101075 | 24 Aug 2026 | Quote · excluded | Handset registration Telephony · AB · Site 2 | P4 | Open | — | — | n/a |
| QUA768-101074 | 21 Aug 2026 | Service Request | Voicemail not delivering Telephony · BK · Head Office | P4 | Resolved | 18.67 hr | 2.1 days | Missed |
| QUA768-101073 | 21 Aug 2026 | Incident | Endpoint alert investigation Security · BK · Remote | P3 | In Progress | — | — | n/a |
| QUA768-101072 | 21 Aug 2026 | Incident | Message quarantined Email · BK · Remote | P3 | Closed | 5.24 hr | 1.4 days | Met |
| QUA768-101071 | 20 Aug 2026 | Incident | Site offline Network · AB · Site 2 | P3 | Closed | 4.33 hr | 1.2 days | Met |
| QUA768-101070 | 20 Aug 2026 | Incident | Backup job failed Backup · ML · Branch | P3 | Closed | 1.11 hr | 1.9 days | Met |
| QUA768-101069 | 19 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Closed | 0.29 hr | 2.3 days | Met |
| QUA768-101068 | 18 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Branch | P4 | Resolved | — | — | n/a |
| QUA768-101067 | 17 Aug 2026 | Service Request | MFA reset Security · BK · Remote | P3 | Resolved | 3.43 hr | 1.9 days | Met |
| QUA768-101066 | 15 Aug 2026 | Quote · excluded | Screen flickering Hardware · AB · Site 2 | P4 | In Progress | — | — | n/a |
| QUA768-101065 | 14 Aug 2026 | Quote · excluded | Handset registration Telephony · SE · Remote | P4 | Closed | — | — | n/a |
| QUA768-101064 | 14 Aug 2026 | Incident · excluded | Mailbox delegation Email · BK · Site 2 | P4 | Closed | — | — | n/a |
| QUA768-101063 | 14 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Closed | 1.59 hr | 1.4 days | Met |
| QUA768-101062 | 13 Aug 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| QUA768-101061 | 12 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Head Office | P1 | Open | — | — | n/a |
| QUA768-101060 | 12 Aug 2026 | Incident | Name change request User admin · KB · Remote | P3 | Resolved | 3.55 hr | 2.0 days | Met |
| QUA768-101059 | 11 Aug 2026 | Service Request · excluded | Backup capacity review Backup · BK · Branch | P3 | Closed | — | — | n/a |
| QUA768-101058 | 10 Aug 2026 | Planned Install · excluded | Handset registration Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-101057 | 07 Aug 2026 | Incident · excluded | New extension setup Telephony · KB · Site 2 | P4 | Resolved | — | — | n/a |
| QUA768-101056 | 06 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | 1.27 hr | 1.5 days | Met |
| QUA768-101055 | 05 Aug 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 1.21 hr | 12.2 hr | Met |
| QUA768-101054 | 05 Aug 2026 | Change | Backup job failed Backup · TAG · Head Office | P3 | Closed | 4.44 hr | 11.1 hr | Met |
| QUA768-101053 | 04 Aug 2026 | Incident | Slow VPN Network · BK · Remote | P3 | Closed | 0.97 hr | 2.1 days | Met |
| QUA768-101052 | 03 Aug 2026 | Service Request | New starter setup User admin · SE · Branch | P3 | Resolved | 0.81 hr | 16.3 hr | Met |
| QUA768-101051 | 31 Jul 2026 | Project · excluded | Laptop will not boot Hardware · BK · Head Office | P3 | In Progress | — | — | n/a |
| QUA768-101050 | 30 Jul 2026 | Service Request · excluded | Retention change Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-101049 | 29 Jul 2026 | Incident · excluded | Restore request Backup · KB · Branch | P3 | Closed | — | — | n/a |
| QUA768-101048 | 29 Jul 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P1 | Closed | 4.57 hr | 3.1 hr | Met |
| QUA768-101047 | 28 Jul 2026 | Service Request | Database timeout Line of business app · SE · Branch | P2 | Closed | 11.16 hr | 16.4 hr | Missed |
| QUA768-101046 | 27 Jul 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Closed | 0.91 hr | 0.8 hr | Met |
| QUA768-101045 | 24 Jul 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Closed | 1.17 hr | 2.0 days | Met |
| QUA768-101044 | 23 Jul 2026 | Service Request | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | 43.85 hr | 2.1 days | Missed |
| QUA768-101043 | 23 Jul 2026 | Incident | Name change request User admin · BK · Remote | P4 | Resolved | 5.50 hr | 1.7 days | Met |
| QUA768-101042 | 22 Jul 2026 | Service Request | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 0.50 hr | 10.0 hr | Met |
| QUA768-101041 | 22 Jul 2026 | Incident | Spoofed email reported Email · TAG · Site 2 | P4 | Closed | 5.67 hr | 2.1 days | Met |
| QUA768-101040 | 21 Jul 2026 | Planned Install · excluded | Retention change Backup · BK · Head Office | P3 | Open | — | — | n/a |
| QUA768-101039 | 20 Jul 2026 | Quote · excluded | Phishing report triage Security · AB · Head Office | P4 | In Progress | — | — | n/a |
| QUA768-101038 | 20 Jul 2026 | Service Request | Screen flickering Hardware · TAG · Site 2 | P3 | Closed | 0.49 hr | 10.9 hr | Met |
| QUA768-101037 | 20 Jul 2026 | Incident | Mailbox delegation Email · ML · Head Office | P4 | Resolved | 5.73 hr | 1.4 days | Met |
| QUA768-101036 | 18 Jul 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 0.97 hr | 1.8 days | Met |
| QUA768-101035 | 18 Jul 2026 | Quote · excluded | Licence renewal Line of business app · KB · Head Office | P4 | Open | — | — | n/a |
| QUA768-101034 | 18 Jul 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Closed | 1.27 hr | 1.6 days | Met |
| QUA768-101033 | 17 Jul 2026 | Incident | New extension setup Telephony · KB · Head Office | P3 | Closed | 6.07 hr | 23.4 hr | Met |
| QUA768-101032 | 17 Jul 2026 | Incident · excluded | Docking station not detected Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA768-101031 | 16 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 5.75 hr | 2.4 days | Met |
| QUA768-101030 | 15 Jul 2026 | Incident | Restore request Backup · AB · Remote | P2 | Closed | 5.92 hr | 1.9 days | Met |
| QUA768-101029 | 15 Jul 2026 | Project · excluded | Leaver process User admin · KB · Head Office | P4 | Open | — | — | n/a |
| QUA768-101028 | 15 Jul 2026 | Incident | Phishing report triage Security · KB · Head Office | P2 | Resolved | 5.35 hr | 1.1 days | Met |
| QUA768-101027 | 14 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 3.88 hr | 2.2 days | Met |
| QUA768-101026 | 14 Jul 2026 | Incident | Backup capacity review Backup · ML · Head Office | P4 | Resolved | 8.55 hr | 18.1 hr | Missed |
| QUA768-101025 | 13 Jul 2026 | Incident | Screen flickering Hardware · TAG · Remote | P2 | Closed | 3.87 hr | 22.9 hr | Met |
| QUA768-101024 | 10 Jul 2026 | Planned Install · excluded | MFA reset Security · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA768-101023 | 10 Jul 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Resolved | — | — | n/a |
| QUA768-101022 | 10 Jul 2026 | Incident | Call quality issue Telephony · SE · Head Office | P4 | Resolved | 15.69 hr | 2.3 days | Missed |
| QUA768-101021 | 10 Jul 2026 | Service Request | New extension setup Telephony · BK · Head Office | P2 | Resolved | 5.57 hr | 1.1 days | Met |
| QUA768-101020 | 09 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 45.35 hr | 1.4 days | Missed |
| QUA768-101019 | 09 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Resolved | 1.16 hr | 23.4 hr | Met |
| QUA768-101018 | 09 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| QUA768-101017 | 08 Jul 2026 | Change | Permission change User admin · BK · Site 2 | P4 | Resolved | 10.92 hr | 4.5 hr | Missed |
| QUA768-101016 | 08 Jul 2026 | Planned Install · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| QUA768-101015 | 08 Jul 2026 | Quote · excluded | Phishing report triage Security · AB · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-101014 | 07 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Branch | P3 | Resolved | 0.45 hr | 1.8 days | Met |
| QUA768-101013 | 07 Jul 2026 | Quote · excluded | Slow VPN Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-101012 | 07 Jul 2026 | Service Request | New extension setup Telephony · ML · Branch | P3 | Closed | 0.57 hr | 1.8 days | Met |
| QUA768-101011 | 06 Jul 2026 | Incident | Scan to email failing Printing · SE · Head Office | P4 | Resolved | 0.35 hr | 1.8 days | Met |
| QUA768-101010 | 06 Jul 2026 | Service Request | Name change request User admin · BK · Remote | P4 | Resolved | 0.43 hr | 1.4 days | Met |
| QUA768-101009 | 03 Jul 2026 | Project · excluded | Voicemail not delivering Telephony · TAG · Remote | P3 | Resolved | — | — | n/a |
| QUA768-101008 | 03 Jul 2026 | Incident | MFA reset Security · BK · Head Office | P4 | Resolved | 0.94 hr | 1.7 days | Met |
| QUA768-101007 | 03 Jul 2026 | Incident | Call quality issue Telephony · ML · Branch | P4 | Resolved | 0.17 hr | 2.9 hr | Met |
| QUA768-101006 | 02 Jul 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P4 | Closed | 9.75 hr | 8.5 hr | Missed |
| QUA768-101005 | 02 Jul 2026 | Service Request · excluded | Switch port fault Network · TAG · Head Office | P4 | Resolved | — | — | n/a |
| QUA768-101004 | 02 Jul 2026 | Service Request | Backup job failed Backup · SE · Head Office | P2 | Resolved | 1.38 hr | 5.9 hr | Met |
| QUA768-101003 | 01 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P2 | Resolved | 0.21 hr | 2.0 days | Met |
| QUA768-101002 | 01 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Remote | P4 | Resolved | 1.09 hr | 2.0 days | Met |
| QUA768-101001 | 01 Jul 2026 | Incident | Message quarantined Email · SE · Remote | P3 | Closed | 3.91 hr | 12.4 hr | Met |
| QUA768-101000 | 30 Jun 2026 | Quote · excluded | Backup capacity review Backup · ML · Remote | P4 | Closed | — | — | n/a |
| QUA768-100999 | 30 Jun 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA768-100998 | 30 Jun 2026 | Incident · excluded | Voicemail not delivering Telephony · KB · Remote | P3 | Closed | — | — | n/a |
| QUA768-100997 | 26 Jun 2026 | Incident | New extension setup Telephony · KB · Head Office | P2 | Resolved | 3.72 hr | 8.8 hr | Met |
| QUA768-100996 | 26 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Branch | P3 | Closed | 1.47 hr | 14.5 hr | Met |
| QUA768-100995 | 25 Jun 2026 | Incident | Distribution list change Email · KB · Head Office | P2 | Closed | 1.98 hr | 1.3 days | Met |
| QUA768-100994 | 25 Jun 2026 | Incident | Message quarantined Email · KB · Branch | P3 | Resolved | 0.19 hr | 5.2 hr | Met |
| QUA768-100993 | 24 Jun 2026 | Incident | Permission change User admin · AB · Remote | P2 | Resolved | 5.53 hr | 2.2 days | Met |
| QUA768-100992 | 23 Jun 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 0.41 hr | 20.1 hr | Met |
| QUA768-100991 | 23 Jun 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Closed | — | — | n/a |
| QUA768-100990 | 23 Jun 2026 | Incident | Phishing report triage Security · BK · Head Office | P2 | Resolved | 0.58 hr | 20.7 hr | Met |
| QUA768-100989 | 22 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Remote | P4 | Resolved | 0.74 hr | 1.8 days | Met |
| QUA768-100988 | 18 Jun 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P4 | Resolved | 3.48 hr | 1.3 days | Met |
| QUA768-100987 | 18 Jun 2026 | Incident | Permission change User admin · SE · Head Office | P4 | Closed | 3.97 hr | 1.1 days | Met |
| QUA768-100986 | 18 Jun 2026 | Service Request | Message quarantined Email · ML · Branch | P3 | Closed | 0.81 hr | 10.6 hr | Met |
| QUA768-100985 | 17 Jun 2026 | Incident | Phishing report triage Security · AB · Site 2 | P3 | Closed | 1.23 hr | 12.1 hr | Met |
| QUA768-100984 | 17 Jun 2026 | Incident · excluded | Database timeout Line of business app · ML · Site 2 | P2 | Resolved | — | — | n/a |
| QUA768-100983 | 16 Jun 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 0.65 hr | 1.3 days | Met |
| QUA768-100982 | 16 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Resolved | 0.86 hr | 1.2 days | Met |
| QUA768-100981 | 16 Jun 2026 | Service Request · excluded | Mailbox delegation Email · AB · Head Office | P4 | Closed | — | — | n/a |
| QUA768-100980 | 15 Jun 2026 | Service Request · excluded | Docking station not detected Hardware · TAG · Remote | P3 | Resolved | — | — | n/a |
| QUA768-100979 | 12 Jun 2026 | Quote · excluded | Printer offline Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-100978 | 12 Jun 2026 | Service Request | New starter setup User admin · BK · Remote | P2 | Resolved | 29.57 hr | 1.0 days | Missed |
| QUA768-100977 | 11 Jun 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-100976 | 10 Jun 2026 | Service Request | Replacement keyboard Hardware · AB · Head Office | P2 | Resolved | 0.84 hr | 1.3 days | Met |
| QUA768-100975 | 10 Jun 2026 | Service Request | Database timeout Line of business app · AB · Remote | P3 | Closed | 0.20 hr | 12.1 hr | Met |
| QUA768-100974 | 09 Jun 2026 | Project · excluded | Spoofed email reported Email · ML · Head Office | P2 | Closed | — | — | n/a |
| QUA768-100973 | 09 Jun 2026 | Quote · excluded | Slow VPN Network · TAG · Branch | P2 | Closed | — | — | n/a |
| QUA768-100972 | 05 Jun 2026 | Service Request | Handset registration Telephony · BK · Head Office | P1 | Resolved | 6.62 hr | 11.7 hr | Met |
| QUA768-100971 | 05 Jun 2026 | Quote · excluded | Call quality issue Telephony · BK · Head Office | P4 | Resolved | — | — | n/a |
| QUA768-100970 | 05 Jun 2026 | Change | MFA reset Security · BK · Head Office | P3 | Closed | 0.79 hr | 4.3 hr | Met |
| QUA768-100969 | 04 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Resolved | 5.22 hr | 20.4 hr | Met |
| QUA768-100968 | 04 Jun 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Resolved | 0.08 hr | 8.5 hr | Met |
| QUA768-100967 | 03 Jun 2026 | Service Request | New extension setup Telephony · KB · Remote | P3 | Closed | 0.06 hr | 2.3 days | Met |
| QUA768-100966 | 03 Jun 2026 | Project · excluded | Report not generating Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| QUA768-100965 | 03 Jun 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| QUA768-100964 | 02 Jun 2026 | Service Request · excluded | Backup job failed Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-100963 | 02 Jun 2026 | Incident | New printer driver rollout Printing · AB · Remote | P3 | Resolved | 29.42 hr | 2.4 days | Missed |
| QUA768-100962 | 02 Jun 2026 | Service Request | Voicemail not delivering Telephony · BK · Branch | P4 | Closed | 0.26 hr | 2.8 hr | Met |
| QUA768-100961 | 01 Jun 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P2 | Closed | 3.00 hr | 6.2 hr | Met |
| QUA768-100960 | 01 Jun 2026 | Planned Install · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-100959 | 01 Jun 2026 | Change | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | 6.20 hr | 1.1 days | Met |
| QUA768-100958 | 29 May 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | 0.09 hr | 1.5 days | Met |
| QUA768-100957 | 29 May 2026 | Incident | New extension setup Telephony · KB · Head Office | P2 | Resolved | 0.92 hr | 2.4 days | Met |
| QUA768-100956 | 29 May 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Closed | 0.46 hr | 1.0 days | Met |
| QUA768-100955 | 28 May 2026 | Incident · excluded | Database timeout Line of business app · ML · Branch | P4 | Closed | — | — | n/a |
| QUA768-100954 | 27 May 2026 | Project · excluded | Restore request Backup · KB · Remote | P2 | Closed | — | — | n/a |
| QUA768-100953 | 26 May 2026 | Service Request | Mailbox delegation Email · AB · Remote | P3 | Closed | 5.02 hr | 18.3 hr | Met |
| QUA768-100952 | 26 May 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 3.71 hr | 1.3 days | Met |
| QUA768-100951 | 26 May 2026 | Service Request | Handset registration Telephony · KB · Remote | P3 | Resolved | 3.21 hr | 17.0 hr | Met |
| QUA768-100950 | 25 May 2026 | Service Request · excluded | Docking station not detected Hardware · TAG · Remote | P4 | Closed | — | — | n/a |
| QUA768-100949 | 22 May 2026 | Service Request | Screen flickering Hardware · BK · Head Office | P4 | Closed | 0.15 hr | 1.8 days | Met |
| QUA768-100948 | 21 May 2026 | Incident | Retention change Backup · KB · Branch | P3 | Closed | 1.18 hr | 1.7 days | Met |
| QUA768-100947 | 20 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Closed | 0.27 hr | 7.7 hr | Met |
| QUA768-100946 | 20 May 2026 | Incident | New starter setup User admin · SE · Site 2 | P3 | Closed | 1.61 hr | 1.7 days | Met |
| QUA768-100945 | 20 May 2026 | Service Request | Printer offline Printing · KB · Head Office | P3 | Closed | 1.10 hr | 2.4 days | Met |
| QUA768-100944 | 19 May 2026 | Quote · excluded | Scan to email failing Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| QUA768-100943 | 19 May 2026 | Incident · excluded | Restore request Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| QUA768-100942 | 18 May 2026 | Incident | New extension setup Telephony · TAG · Branch | P3 | Resolved | 1.00 hr | 1.3 days | Met |
| QUA768-100941 | 16 May 2026 | Incident · excluded | Retention change Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| QUA768-100940 | 16 May 2026 | Service Request | Message quarantined Email · KB · Remote | P2 | Closed | 0.25 hr | 7.3 hr | Met |
| QUA768-100939 | 15 May 2026 | Incident | Site offline Network · SE · Head Office | P3 | Resolved | 0.97 hr | 20.3 hr | Met |
| QUA768-100938 | 15 May 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Closed | 5.18 hr | 17.9 hr | Met |
| QUA768-100937 | 15 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 0.48 hr | 1.2 days | Met |
| QUA768-100936 | 14 May 2026 | Service Request · excluded | Switch port fault Network · ML · Remote | P3 | Resolved | — | — | n/a |
| QUA768-100935 | 14 May 2026 | Incident | Name change request User admin · KB · Remote | P3 | Closed | 25.34 hr | 14.2 hr | Missed |
| QUA768-100934 | 14 May 2026 | Change | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Closed | 1.36 hr | 1.1 days | Met |
| QUA768-100933 | 13 May 2026 | Incident | Application crash on launch Line of business app · KB · Remote | P3 | Closed | 0.29 hr | 1.6 days | Met |
| QUA768-100932 | 13 May 2026 | Service Request · excluded | Mailbox delegation Email · ML · Branch | P4 | Resolved | — | — | n/a |
| QUA768-100931 | 13 May 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P3 | Resolved | — | — | n/a |
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.