SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 2 records in this selection sit outside that — quotes, projects and planned installs, plus 2 calls billed time and materials. They stay visible for volume context.
Service performance
20 eligible records in this yearAverage first response
1.9 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
100.0%
0 call(s) over the 8-hour target
First-time fix
60.0%
Where the source records the field
Volume
Contract calls
20
22 calls logged in the period
Off contract
2
£360 chargeable
Open / closed
0 / 22
Across the selected period
Data-quality gaps
0
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
20
records
- Printing6
- Email4
- Microsoft 3654
- Hardware2
- Line of business app2
- Network1
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 20 | 1.91 hr | 100.0% | 0 | 2 |
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 | 5 | 1.44 hr | 100% | 0 |
| Rachael Parkin | 3 | 2.17 hr | 100% | 0 |
| Barry Ebbs | 3 | 2.31 hr | 100% | 0 |
| (Not recorded) | 2 | 0.99 hr | 100% | 0 |
| Aiden Higgins | 2 | 2.27 hr | 100% | 0 |
| Karen Taylor | 2 | 2.19 hr | 100% | 0 |
| Stacey Thomas | 1 | 0.18 hr | 100% | 0 |
| Damian Armstrong | 1 | 2.11 hr | 100% | 0 |
| Daniel Blacker | 1 | 4.37 hr | 100% | 0 |
0 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
None
Every contract call was answered inside the target.
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 02 Jan 2026 – 11 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
No device is generating repeat calls.
SLA achievement trend
Percentage of eligible records responded to within target
Records
22 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUA987-100063 | 19 Aug 2026 | Service Request | Printer offline Printing · AB · Head Office | P1 | Closed | 3.65 hr | 14.8 hr | Met |
| QUA987-100062 | 08 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Remote | P4 | Closed | 5.76 hr | 1.6 days | Met |
| QUA987-100061 | 07 Jul 2026 | Change | Permission change User admin · BK · Head Office | P4 | Closed | 0.58 hr | 6.7 hr | Met |
| QUA987-100060 | 01 Jul 2026 | Change | Scan to email failing Printing · AB · Head Office | P3 | Closed | 1.03 hr | 2.4 hr | Met |
| QUA987-100059 | 24 Jun 2026 | Service Request | Switch port fault Network · KB · Head Office | P3 | Closed | 4.37 hr | 17.5 hr | Met |
| QUA987-100058 | 22 Jun 2026 | Incident | Toner replacement Printing · BK · Head Office | P3 | Closed | 0.73 hr | 2.2 days | Met |
| QUA987-100057 | 04 Jun 2026 | Change · excluded | Switch port fault Network · AB · Head Office | P3 | Closed | — | — | n/a |
| QUA987-100056 | 11 May 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | 0.90 hr | 22.5 hr | Met |
| QUA987-100055 | 08 May 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 3.96 hr | 2.4 days | Met |
| QUA987-100054 | 23 Apr 2026 | Service Request | Mailbox delegation Email · BK · Head Office | P3 | Closed | 1.29 hr | 2.0 days | Met |
| QUA987-100053 | 14 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Resolved | 0.15 hr | 1.7 days | Met |
| QUA987-100052 | 13 Apr 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P2 | Closed | 0.52 hr | 1.0 days | Met |
| QUA987-100051 | 04 Apr 2026 | Incident | Printer offline Printing · ML · Remote | P3 | Closed | 1.21 hr | 2.1 days | Met |
| QUA987-100050 | 01 Apr 2026 | Service Request | Printer offline Printing · ML · Head Office | P4 | Closed | 0.22 hr | 2.3 days | Met |
| QUA987-100049 | 09 Mar 2026 | Incident | Screen flickering Hardware · BK · Remote | P4 | Closed | 2.97 hr | 1.9 days | Met |
| QUA987-100048 | 17 Feb 2026 | Incident | Scan to email failing Printing · AB · Branch | P2 | Closed | 2.11 hr | 4.3 hr | Met |
| QUA987-100047 | 16 Feb 2026 | Incident | Distribution list change Email · TAG · Remote | P3 | Closed | 0.69 hr | 1.3 days | Met |
| QUA987-100046 | 13 Feb 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Resolved | 0.18 hr | 2.4 days | Met |
| QUA987-100045 | 11 Feb 2026 | Service Request | Screen flickering Hardware · AB · Head Office | P2 | Closed | 5.78 hr | 1.1 days | Met |
| QUA987-100044 | 19 Jan 2026 | Incident | Distribution list change Email · AB · Head Office | P3 | Resolved | 1.83 hr | 1.4 days | Met |
| QUA987-100043 | 08 Jan 2026 | Service Request · excluded | Call quality issue Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| QUA987-100042 | 02 Jan 2026 | Change | Mailbox delegation Email · BK · Head Office | P4 | Resolved | 0.31 hr | 0.5 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.