SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 47 records in this selection sit outside that — quotes, projects and planned installs, plus 28 calls billed time and materials. They stay visible for volume context.
Service performance
128 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.8%
14 call(s) over the 8-hour target
First-time fix
66.4%
Where the source records the field
Volume
Contract calls
128
175 calls logged in the period
Off contract
28
£6,311.25 chargeable
Open / closed
4 / 171
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
128
records
- Hardware18
- Network16
- Printing15
- Backup15
- Security13
- Email13
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 128 | 5.66 hr | 88.8% | 14 | 47 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 23 | 7.91 hr | 83% | 4 |
| Karen Taylor | 15 | 4.66 hr | 93% | 1 |
| Kelly Gregory | 14 | 2.71 hr | 86% | 2 |
| Barry Ebbs | 12 | 4.86 hr | 92% | 1 |
| Stacey Thomas | 12 | 15.93 hr | 73% | 3 |
| Chloe Dempsey | 10 | 7.57 hr | 90% | 1 |
| (Not recorded) | 9 | 7.45 hr | 78% | 2 |
| Damian Armstrong | 9 | 2.14 hr | 100% | 0 |
| Daniel Blacker | 7 | 1.06 hr | 100% | 0 |
| Rachael Parkin | 5 | 0.48 hr | 100% | 0 |
| Julie Herbert | 5 | 1.06 hr | 100% | 0 |
| Aiden Higgins | 4 | 2.38 hr | 100% | 0 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 114.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302260 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-07-29 12:14 | 122.91 hr | +114.9 | AB | Phishing report triage |
| 302130 | Karen Taylor | HP EliteBook 840 G9 | 2026-02-04 12:00 | 47.29 hr | +39.3 | ML | Handset registration |
| 302244 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-07-12 12:51 | 47.05 hr | +39.0 | SE | Leaver process |
| 302191 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-05-05 11:25 | 43.83 hr | +35.8 | TAG | Screen flickering |
| 302108 | Barry Ebbs | Lenovo ThinkCentre M70q | 2026-01-02 10:19 | 43.71 hr | +35.7 | BK | New starter setup |
| 302134 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-02-09 12:37 | 42.89 hr | +34.9 | ML | New printer driver rollout |
| 302236 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-07-02 12:59 | 37.03 hr | +29.0 | TAG | Switch port fault |
| 302162 | Stacey Thomas | Canon imageRUNNER 2630 | 2026-03-19 15:33 | 35.02 hr | +27.0 | AB | Printer offline |
| 302172 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-03-30 16:07 | 30.87 hr | +22.9 | BK | Switch port fault |
| 302221 | Anne-Marie Cable | HP LaserJet M480 | 2026-06-15 09:51 | 25.59 hr | +17.6 | BK | Database timeout |
| 302124 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-01-26 12:18 | 11.26 hr | +3.3 | SE | Application crash on launch |
| 302126 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-01-29 14:57 | 11.12 hr | +3.1 | ML | Toner replacement |
| 302217 | (Not recorded) | HP LaserJet M480 | 2026-06-08 12:01 | 10.72 hr | +2.7 | SE | Report not generating |
| 302196 | Kelly Gregory | Dell Latitude 5440 | 2026-05-12 17:22 | 8.93 hr | +0.9 | TAG | Handset registration |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 6 | 24 Jan 2026 – 21 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 5 | 08 Jan 2026 – 29 Jul 2026 |
| Barry Ebbs | Hardware | 4 | 07 Jan 2026 – 10 Jun 2026 |
| Anne-Marie Cable | Hardware | 4 | 12 Jan 2026 – 24 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 4 | 19 Jan 2026 – 05 Jun 2026 |
| Karen Taylor | Email / Microsoft 365 | 4 | 06 Feb 2026 – 23 Jul 2026 |
| Rachael Parkin | Monitoring / server / security | 3 | 04 Jan 2026 – 24 Aug 2026 |
| Stacey Thomas | Printing | 3 | 29 Jan 2026 – 06 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkCentre M70q | Monitoring / server / security | 5 | 04 Jan 2026 – 29 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 5 | 08 Jan 2026 – 06 Jul 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 4 | 24 Jan 2026 – 10 Apr 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 26 Apr 2026 – 30 Jul 2026 |
| Apple MacBook Pro 14 | Hardware | 3 | 07 Jan 2026 – 23 Apr 2026 |
| Lenovo ThinkCentre M70q | Printing | 3 | 29 Jan 2026 – 16 Mar 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 3 | 02 Mar 2026 – 30 May 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 3 | 04 Mar 2026 – 25 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
175 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUA877-100519 | 25 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 0.87 hr | 1.7 days | Met |
| QUA877-100518 | 24 Aug 2026 | Quote · excluded | Licence renewal Line of business app · AB · Head Office | P4 | Open | — | — | n/a |
| QUA877-100517 | 24 Aug 2026 | Incident | Slow VPN Network · TAG · Head Office | P4 | Resolved | 0.33 hr | 19.4 hr | Met |
| QUA877-100516 | 21 Aug 2026 | Service Request · excluded | Distribution list change Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUA877-100515 | 21 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | 0.65 hr | 15.8 hr | Met |
| QUA877-100514 | 20 Aug 2026 | Incident · excluded | Call quality issue Telephony · SE · Head Office | P4 | Resolved | — | — | n/a |
| QUA877-100513 | 19 Aug 2026 | Change | Laptop will not boot Hardware · ML · Site 2 | P4 | Resolved | 3.46 hr | 1.8 days | Met |
| QUA877-100512 | 18 Aug 2026 | Incident | Site offline Network · ML · Site 2 | P4 | Closed | 3.28 hr | 7.1 hr | Met |
| QUA877-100511 | 14 Aug 2026 | Quote · excluded | Distribution list change Email · KB · Remote | P4 | Resolved | — | — | n/a |
| QUA877-100510 | 14 Aug 2026 | Quote · excluded | New starter setup User admin · KB · Head Office | P1 | Open | — | — | n/a |
| QUA877-100509 | 13 Aug 2026 | Incident · excluded | Phishing report triage Security · BK · Remote | P3 | Closed | — | — | n/a |
| QUA877-100508 | 12 Aug 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 0.77 hr | 3.5 hr | Met |
| QUA877-100507 | 11 Aug 2026 | Change | Scan to email failing Printing · BK · Branch | P3 | Closed | 1.28 hr | 1.5 days | Met |
| QUA877-100506 | 10 Aug 2026 | Service Request | Restore request Backup · AB · Head Office | P4 | Closed | 1.45 hr | 1.5 days | Met |
| QUA877-100505 | 06 Aug 2026 | Service Request | Printer offline Printing · KB · Head Office | P3 | Resolved | 0.40 hr | 16.6 hr | Met |
| QUA877-100504 | 06 Aug 2026 | Quote · excluded | Mailbox delegation Email · BK · Head Office | P3 | In Progress | — | — | n/a |
| QUA877-100503 | 05 Aug 2026 | Service Request · excluded | Printer offline Printing · ML · Remote | P3 | Closed | — | — | n/a |
| QUA877-100502 | 04 Aug 2026 | Incident · excluded | Permission change User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100501 | 31 Jul 2026 | Incident | Screen flickering Hardware · KB · Head Office | P4 | Closed | 0.28 hr | 1.5 hr | Met |
| QUA877-100500 | 30 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Closed | 0.14 hr | 1.8 days | Met |
| QUA877-100499 | 29 Jul 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Resolved | 122.91 hr | 13.3 hr | Missed |
| QUA877-100498 | 28 Jul 2026 | Incident | Toner replacement Printing · TAG · Site 2 | P3 | Resolved | 0.89 hr | 5.8 hr | Met |
| QUA877-100497 | 24 Jul 2026 | Incident | Docking station not detected Hardware · SE · Site 2 | P3 | Closed | 1.46 hr | 20.5 hr | Met |
| QUA877-100496 | 23 Jul 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P2 | Closed | 0.35 hr | 2.2 days | Met |
| QUA877-100495 | 23 Jul 2026 | Change | Distribution list change Email · TAG · Branch | P3 | Closed | 0.89 hr | 1.5 days | Met |
| QUA877-100494 | 22 Jul 2026 | Incident | Toner replacement Printing · ML · Remote | P4 | Closed | 0.31 hr | 1.2 days | Met |
| QUA877-100493 | 22 Jul 2026 | Change | Screen flickering Hardware · SE · Remote | P3 | Resolved | 0.15 hr | 2.4 days | Met |
| QUA877-100492 | 21 Jul 2026 | Incident | Message quarantined Email · KB · Head Office | P3 | Closed | 1.12 hr | 1.8 days | Met |
| QUA877-100491 | 21 Jul 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Resolved | 0.74 hr | 2.1 days | Met |
| QUA877-100490 | 18 Jul 2026 | Incident · excluded | Leaver process User admin · TAG · Remote | P3 | Closed | — | — | n/a |
| QUA877-100489 | 17 Jul 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | 4.83 hr | 18.6 hr | Met |
| QUA877-100488 | 16 Jul 2026 | Service Request | Restore request Backup · ML · Remote | P3 | Resolved | 5.60 hr | 2.1 days | Met |
| QUA877-100487 | 15 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P1 | Open | — | — | n/a |
| QUA877-100486 | 14 Jul 2026 | Quote · excluded | Mailbox delegation Email · BK · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100485 | 14 Jul 2026 | Incident | Spoofed email reported Email · KB · Head Office | P2 | Resolved | 4.30 hr | 1.3 days | Met |
| QUA877-100484 | 13 Jul 2026 | Incident | Application crash on launch Line of business app · TAG · Remote | P3 | Closed | 1.05 hr | 1.4 days | Met |
| QUA877-100483 | 12 Jul 2026 | Service Request | Leaver process User admin · SE · Remote | P4 | Closed | 47.05 hr | 17.5 hr | Missed |
| QUA877-100482 | 12 Jul 2026 | Incident | Docking station not detected Hardware · BK · Remote | P3 | Closed | 0.21 hr | 2.1 days | Met |
| QUA877-100481 | 10 Jul 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Closed | 0.43 hr | 2.3 days | Met |
| QUA877-100480 | 09 Jul 2026 | Incident | Site offline Network · SE · Head Office | P4 | Resolved | 0.68 hr | 10.9 hr | Met |
| QUA877-100479 | 08 Jul 2026 | Change | Scan to email failing Printing · ML · Head Office | P4 | Closed | 0.91 hr | 1.7 days | Met |
| QUA877-100478 | 06 Jul 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P2 | Closed | 0.55 hr | 14.2 hr | Met |
| QUA877-100477 | 06 Jul 2026 | Incident | Switch port fault Network · BK · Head Office | P2 | Resolved | 1.52 hr | 21.2 hr | Met |
| QUA877-100476 | 03 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · TAG · Remote | P3 | Closed | — | — | n/a |
| QUA877-100475 | 02 Jul 2026 | Service Request | Switch port fault Network · TAG · Site 2 | P2 | Closed | 37.03 hr | 23.7 hr | Missed |
| QUA877-100474 | 01 Jul 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 2.69 hr | 1.8 days | Met |
| QUA877-100473 | 30 Jun 2026 | Service Request | Scan to email failing Printing · SE · Remote | P3 | Resolved | 0.26 hr | 19.9 hr | Met |
| QUA877-100472 | 29 Jun 2026 | Change | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 2.96 hr | 1.6 days | Met |
| QUA877-100471 | 26 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Resolved | 5.44 hr | 9.5 hr | Met |
| QUA877-100470 | 25 Jun 2026 | Service Request | New extension setup Telephony · ML · Head Office | P2 | Resolved | 4.54 hr | 1.6 days | Met |
| QUA877-100469 | 24 Jun 2026 | Incident · excluded | New starter setup User admin · KB · Branch | P3 | Resolved | — | — | n/a |
| QUA877-100468 | 23 Jun 2026 | Incident | Phishing report triage Security · AB · Site 2 | P3 | Closed | 0.16 hr | 2.0 days | Met |
| QUA877-100467 | 23 Jun 2026 | Service Request | Message quarantined Email · AB · Site 2 | P3 | Resolved | 2.84 hr | 1.7 days | Met |
| QUA877-100466 | 21 Jun 2026 | Service Request | Leaver process User admin · KB · Remote | P3 | Closed | 1.22 hr | 10.3 hr | Met |
| QUA877-100465 | 20 Jun 2026 | Service Request | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | 1.78 hr | 14.3 hr | Met |
| QUA877-100464 | 19 Jun 2026 | Service Request | MFA reset Security · KB · Site 2 | P4 | Closed | — | — | n/a |
| QUA877-100463 | 18 Jun 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Site 2 | P2 | Closed | 0.80 hr | 2.2 hr | Met |
| QUA877-100462 | 16 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Branch | P2 | Closed | 7.21 hr | 1.7 days | Met |
| QUA877-100461 | 15 Jun 2026 | Service Request | Distribution list change Email · SE · Branch | P4 | Closed | 0.20 hr | 1.6 days | Met |
| QUA877-100460 | 15 Jun 2026 | Change | Database timeout Line of business app · BK · Head Office | P2 | Resolved | 25.59 hr | 1.7 days | Missed |
| QUA877-100459 | 12 Jun 2026 | Incident | Name change request User admin · KB · Branch | P2 | Resolved | 0.67 hr | 20.6 hr | Met |
| QUA877-100458 | 10 Jun 2026 | Service Request | Docking station not detected Hardware · SE · Site 2 | P4 | Closed | 0.83 hr | 1.7 days | Met |
| QUA877-100457 | 09 Jun 2026 | Quote · excluded | Leaver process User admin · AB · Branch | P3 | Closed | — | — | n/a |
| QUA877-100456 | 08 Jun 2026 | Incident | Report not generating Line of business app · SE · Site 2 | P3 | Closed | 10.72 hr | 1.8 days | Missed |
| QUA877-100455 | 05 Jun 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P2 | Resolved | 0.26 hr | 1.5 hr | Met |
| QUA877-100454 | 04 Jun 2026 | Incident · excluded | Backup capacity review Backup · KB · Remote | P4 | Closed | — | — | n/a |
| QUA877-100453 | 02 Jun 2026 | Change | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.36 hr | 1.5 days | Met |
| QUA877-100452 | 01 Jun 2026 | Service Request | Backup job failed Backup · BK · Head Office | P3 | Closed | 1.38 hr | 9.8 hr | Met |
| QUA877-100451 | 30 May 2026 | Change | Slow VPN Network · ML · Head Office | P3 | Resolved | 0.10 hr | 15.6 hr | Met |
| QUA877-100450 | 29 May 2026 | Service Request | Restore request Backup · BK · Head Office | P4 | Resolved | 1.39 hr | 17.3 hr | Met |
| QUA877-100449 | 28 May 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Closed | 1.10 hr | 1.7 days | Met |
| QUA877-100448 | 27 May 2026 | Service Request | New printer driver rollout Printing · KB · Branch | P3 | Resolved | 2.52 hr | 1.5 days | Met |
| QUA877-100447 | 26 May 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Closed | 0.54 hr | 15.3 hr | Met |
| QUA877-100446 | 25 May 2026 | Change | Call quality issue Telephony · BK · Head Office | P3 | Closed | 1.18 hr | 1.9 days | Met |
| QUA877-100445 | 23 May 2026 | Incident | Retention change Backup · SE · Branch | P1 | Resolved | 3.67 hr | 16.1 hr | Met |
| QUA877-100444 | 21 May 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 2.49 hr | 1.9 days | Met |
| QUA877-100443 | 19 May 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | 1.11 hr | 2.0 days | Met |
| QUA877-100442 | 17 May 2026 | Service Request · excluded | New printer driver rollout Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100441 | 16 May 2026 | Project · excluded | Database timeout Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100440 | 16 May 2026 | Change · excluded | Voicemail not delivering Telephony · TAG · Site 2 | P3 | Closed | — | — | n/a |
| QUA877-100439 | 15 May 2026 | Change | Retention change Backup · AB · Head Office | P2 | Closed | 2.39 hr | 1.8 days | Met |
| QUA877-100438 | 13 May 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | 1.35 hr | 2.0 days | Met |
| QUA877-100437 | 13 May 2026 | Incident | Retention change Backup · AB · Head Office | P2 | Resolved | 4.81 hr | 1.9 days | Met |
| QUA877-100436 | 12 May 2026 | Incident | Database timeout Line of business app · ML · Remote | P2 | Closed | 0.12 hr | 1.4 days | Met |
| QUA877-100435 | 12 May 2026 | Service Request | Handset registration Telephony · TAG · Branch | P2 | Closed | 8.93 hr | 2.3 days | Missed |
| QUA877-100434 | 08 May 2026 | Service Request | Switch port fault Network · TAG · Head Office | P2 | Resolved | 4.76 hr | 1.8 days | Met |
| QUA877-100433 | 08 May 2026 | Incident | Switch port fault Network · TAG · Head Office | P2 | Resolved | 0.90 hr | 1.2 days | Met |
| QUA877-100432 | 07 May 2026 | Incident · excluded | Docking station not detected Hardware · BK · Branch | P2 | Resolved | — | — | n/a |
| QUA877-100431 | 06 May 2026 | Change · excluded | MFA reset Security · BK · Head Office | P4 | Resolved | — | — | n/a |
| QUA877-100430 | 05 May 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 43.83 hr | 13.5 hr | Missed |
| QUA877-100429 | 05 May 2026 | Incident | Suspicious sign-in review Security · TAG · Site 2 | P3 | Closed | 0.42 hr | 4.6 hr | Met |
| QUA877-100428 | 04 May 2026 | Service Request | Voicemail not delivering Telephony · BK · Branch | P3 | Closed | — | — | n/a |
| QUA877-100427 | 01 May 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 0.55 hr | 2.3 days | Met |
| QUA877-100426 | 30 Apr 2026 | Planned Install · excluded | Spoofed email reported Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| QUA877-100425 | 30 Apr 2026 | Incident | Site offline Network · SE · Site 2 | P2 | Closed | 0.42 hr | 1.1 hr | Met |
| QUA877-100424 | 29 Apr 2026 | Incident · excluded | MFA reset Security · KB · Branch | P3 | Closed | — | — | n/a |
| QUA877-100423 | 28 Apr 2026 | Incident · excluded | Screen flickering Hardware · AB · Remote | P4 | Closed | — | — | n/a |
| QUA877-100422 | 26 Apr 2026 | Incident | Message quarantined Email · TAG · Head Office | P4 | Closed | 1.16 hr | 5.8 hr | Met |
| QUA877-100421 | 23 Apr 2026 | Incident | Laptop will not boot Hardware · KB · Remote | P4 | Closed | 5.70 hr | 0.9 hr | Met |
| QUA877-100420 | 20 Apr 2026 | Incident | Phishing report triage Security · SE · Head Office | P4 | Resolved | 0.18 hr | 1.4 days | Met |
| QUA877-100419 | 16 Apr 2026 | Change | Printer offline Printing · SE · Remote | P2 | Closed | 1.01 hr | 1.3 days | Met |
| QUA877-100418 | 15 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Branch | P1 | Closed | 3.53 hr | 2.4 hr | Met |
| QUA877-100417 | 10 Apr 2026 | Incident | Site offline Network · TAG · Branch | P3 | Closed | 2.10 hr | 7.8 hr | Met |
| QUA877-100416 | 10 Apr 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Resolved | 0.28 hr | 2.8 hr | Met |
| QUA877-100415 | 08 Apr 2026 | Change · excluded | Phishing report triage Security · SE · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100414 | 01 Apr 2026 | Incident | Restore request Backup · BK · Head Office | P2 | Resolved | 4.71 hr | 1.6 days | Met |
| QUA877-100413 | 31 Mar 2026 | Incident | Switch port fault Network · ML · Branch | P4 | Resolved | 0.52 hr | 11.6 hr | Met |
| QUA877-100412 | 31 Mar 2026 | Quote · excluded | Switch port fault Network · KB · Remote | P3 | Resolved | — | — | n/a |
| QUA877-100411 | 30 Mar 2026 | Service Request | Switch port fault Network · BK · Head Office | P4 | Closed | 30.87 hr | 16.4 hr | Missed |
| QUA877-100410 | 27 Mar 2026 | Change | Application crash on launch Line of business app · ML · Branch | P3 | Closed | 1.40 hr | 2.4 days | Met |
| QUA877-100409 | 27 Mar 2026 | Service Request | Leaver process User admin · KB · Site 2 | P4 | Closed | 0.26 hr | 1.0 days | Met |
| QUA877-100408 | 26 Mar 2026 | Incident | Leaver process User admin · AB · Branch | P4 | Closed | 0.06 hr | 2.5 days | Met |
| QUA877-100407 | 25 Mar 2026 | Incident | Spoofed email reported Email · KB · Head Office | P2 | Resolved | 3.45 hr | 13.6 hr | Met |
| QUA877-100406 | 25 Mar 2026 | Project · excluded | Printer offline Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100405 | 24 Mar 2026 | Incident · excluded | Toner replacement Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100404 | 23 Mar 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P3 | Resolved | 3.63 hr | 9.0 hr | Met |
| QUA877-100403 | 20 Mar 2026 | Incident · excluded | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | — | — | n/a |
| QUA877-100402 | 19 Mar 2026 | Incident · excluded | MFA reset Security · KB · Branch | P3 | Closed | — | — | n/a |
| QUA877-100401 | 19 Mar 2026 | Incident | Printer offline Printing · AB · Head Office | P4 | Closed | 35.02 hr | 2.1 days | Missed |
| QUA877-100400 | 18 Mar 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Closed | 1.18 hr | 1.7 days | Met |
| QUA877-100399 | 17 Mar 2026 | Incident | Docking station not detected Hardware · TAG · Remote | P4 | Resolved | 2.59 hr | 11.3 hr | Met |
| QUA877-100398 | 16 Mar 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Closed | 5.99 hr | 20.7 hr | Met |
| QUA877-100397 | 16 Mar 2026 | Service Request | Replacement keyboard Hardware · TAG · Remote | P2 | Resolved | 0.87 hr | 1.8 days | Met |
| QUA877-100396 | 13 Mar 2026 | Incident | Distribution list change Email · SE · Head Office | P4 | Closed | 2.05 hr | 1.8 days | Met |
| QUA877-100395 | 13 Mar 2026 | Incident | Replacement keyboard Hardware · BK · Remote | P4 | Closed | 1.05 hr | 2.5 days | Met |
| QUA877-100394 | 12 Mar 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P4 | Resolved | 0.33 hr | 1.3 days | Met |
| QUA877-100393 | 11 Mar 2026 | Incident | Permission change User admin · KB · Branch | P3 | Closed | 2.57 hr | 1.3 days | Met |
| QUA877-100392 | 09 Mar 2026 | Service Request · excluded | Printer offline Printing · TAG · Remote | P3 | Resolved | — | — | n/a |
| QUA877-100391 | 08 Mar 2026 | Incident · excluded | Laptop will not boot Hardware · SE · Branch | P1 | Resolved | — | — | n/a |
| QUA877-100390 | 08 Mar 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 1.21 hr | 23.2 hr | Met |
| QUA877-100389 | 06 Mar 2026 | Incident | MFA reset Security · BK · Head Office | P1 | Closed | 1.45 hr | 17.0 hr | Met |
| QUA877-100388 | 05 Mar 2026 | Incident | Restore request Backup · BK · Remote | P3 | Closed | 0.92 hr | 2.3 days | Met |
| QUA877-100387 | 04 Mar 2026 | Service Request | Distribution list change Email · TAG · Remote | P2 | Closed | 0.42 hr | 12.5 hr | Met |
| QUA877-100386 | 04 Mar 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P3 | Closed | 0.69 hr | 22.3 hr | Met |
| QUA877-100385 | 02 Mar 2026 | Service Request | Phishing report triage Security · KB · Head Office | P3 | Resolved | 5.47 hr | 20.8 hr | Met |
| QUA877-100384 | 26 Feb 2026 | Project · excluded | Restore request Backup · TAG · Branch | P3 | Resolved | — | — | n/a |
| QUA877-100383 | 25 Feb 2026 | Incident · excluded | Spoofed email reported Email · ML · Remote | P3 | Closed | — | — | n/a |
| QUA877-100382 | 23 Feb 2026 | Planned Install · excluded | Call quality issue Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| QUA877-100381 | 20 Feb 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Closed | 7.24 hr | 2.0 days | Met |
| QUA877-100380 | 19 Feb 2026 | Incident | Backup capacity review Backup · ML · Branch | P3 | Closed | 1.17 hr | 1.5 days | Met |
| QUA877-100379 | 18 Feb 2026 | Quote · excluded | Site offline Network · BK · Head Office | P2 | Closed | — | — | n/a |
| QUA877-100378 | 17 Feb 2026 | Project · excluded | Laptop will not boot Hardware · BK · Site 2 | P3 | Closed | — | — | n/a |
| QUA877-100377 | 16 Feb 2026 | Incident · excluded | Handset registration Telephony · SE · Head Office | P2 | Resolved | — | — | n/a |
| QUA877-100376 | 13 Feb 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P4 | Closed | 1.34 hr | 1.3 days | Met |
| QUA877-100375 | 12 Feb 2026 | Project · excluded | Report not generating Line of business app · TAG · Head Office | P4 | Resolved | — | — | n/a |
| QUA877-100374 | 10 Feb 2026 | Service Request | Handset registration Telephony · AB · Remote | P3 | Closed | 0.13 hr | 5.9 hr | Met |
| QUA877-100373 | 09 Feb 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P2 | Closed | 42.89 hr | 2.4 days | Missed |
| QUA877-100372 | 06 Feb 2026 | Quote · excluded | Name change request User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| QUA877-100371 | 06 Feb 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Resolved | 0.14 hr | 1.4 days | Met |
| QUA877-100370 | 05 Feb 2026 | Project · excluded | Distribution list change Email · KB · Remote | 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.