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Quernmore Financial Services

QUE238ActiveManaged contract

quernmorefinancial.co.uk · Financial services · Account manager Dan Okafor

Microsoft 365Healthy9 hr agoSupport & assets (SQL)Healthy6 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 15 records in this selection sit outside that — quotes, projects and planned installs, plus 10 calls billed time and materials. They stay visible for volume context.

Service performance

34 eligible records in this year
Average first response
7.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
77.4%
7 call(s) over the 8-hour target
First-time fix
82.4%
Where the source records the field

Volume

Contract calls
34
49 calls logged in the period
Off contract
10
£1,692.75 chargeable
Open / closed
2 / 47
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

34
records
  • Email5
  • Line of business app5
  • User admin4
  • Hardware4
  • Microsoft 3654
  • Telephony3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026347.75 hr77.4%715

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Karen Taylor62.92 hr100%0
Stacey Thomas54.50 hr75%1
Damian Armstrong424.77 hr75%1
Barry Ebbs45.29 hr75%1
Kelly Gregory318.16 hr33%2
Chloe Dempsey31.14 hr100%0
(Not recorded)31.71 hr100%0
Aiden Higgins210.00 hr0%2
Anne-Marie Cable21.54 hr100%0
Daniel Blacker11.47 hr100%0
Julie Herbert10.20 hr100%0

7 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 86.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
300782Damian ArmstrongApple iPhone 122026-01-09 15:3294.50 hr+86.5TAGNew starter setup
300788Kelly GregoryHP EliteBook 840 G92026-02-03 16:2641.14 hr+33.1ABNew starter setup
300792Stacey ThomasLenovo ThinkCentre M70q2026-02-26 17:2214.33 hr+6.3MLLicence renewal
300805Barry EbbsApple iPhone 122026-04-30 10:4710.82 hr+2.8SELaptop will not boot
300784Aiden HigginsDell Latitude 74202026-01-19 12:5710.79 hr+2.8BKLicence renewal
300803Kelly GregoryCanon imageRUNNER 26302026-04-06 09:5810.62 hr+2.6SESpoofed email reported
300817Aiden HigginsDell OptiPlex 30502026-07-09 10:439.21 hr+1.2KBSuspicious sign-in review

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Barry EbbsEmail / Microsoft 365311 Feb 2026 – 07 Aug 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

49 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
QUE238-10015120 Aug 2026Service RequestSharePoint permission request
Microsoft 365 · KB · Head Office
P3Closed0.98 hr15.7 hrMet
QUE238-10015017 Aug 2026Quote · excludedPhishing report triage
Security · ML · Head Office
P2In Progress——n/a
QUE238-10014912 Aug 2026Quote · excludedLaptop will not boot
Hardware · AB · Remote
P3Closed——n/a
QUE238-10014811 Aug 2026Service RequestMFA reset
Security · AB · Remote
P4Closed1.04 hr2.2 daysMet
QUE238-10014707 Aug 2026IncidentMailbox delegation
Email · KB · Head Office
P3Resolved3.75 hr2.2 daysMet
QUE238-10014603 Aug 2026Service RequestSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Resolved0.93 hr1.2 daysMet
QUE238-10014529 Jul 2026Quote · excludedDatabase timeout
Line of business app · AB · Head Office
P3In Progress——n/a
QUE238-10014427 Jul 2026IncidentNew extension setup
Telephony · ML · Head Office
P4Closed——n/a
QUE238-10014324 Jul 2026Service Request · excludedRestore request
Backup · ML · Branch
P1Closed——n/a
QUE238-10014215 Jul 2026IncidentPermission change
User admin · TAG · Remote
P4Resolved2.20 hr1.3 daysMet
QUE238-10014110 Jul 2026Service Request · excludedScan to email failing
Printing · BK · Remote
P4Closed——n/a
QUE238-10014009 Jul 2026IncidentSuspicious sign-in review
Security · KB · Head Office
P4Resolved9.21 hr9.1 hrMissed
QUE238-10013903 Jul 2026Service RequestRestore request
Backup · ML · Head Office
P3Closed2.44 hr2.4 daysMet
QUE238-10013821 Jun 2026Service Request · excludedSite offline
Network · AB · Remote
P4Resolved——n/a
QUE238-10013719 Jun 2026IncidentDatabase timeout
Line of business app · KB · Remote
P3Resolved2.72 hr0.8 hrMet
QUE238-10013613 Jun 2026IncidentSharePoint permission request
Microsoft 365 · ML · Site 2
P4Closed1.28 hr2.1 daysMet
QUE238-10013509 Jun 2026IncidentSwitch port fault
Network · ML · Head Office
P4Closed——n/a
QUE238-10013427 May 2026ChangeSite offline
Network · KB · Remote
P3Closed0.43 hr18.3 hrMet
QUE238-10013325 May 2026Incident · excludedOutlook not syncing
Microsoft 365 · KB · Remote
P3Closed——n/a
QUE238-10013215 May 2026IncidentReplacement keyboard
Hardware · SE · Branch
P3Resolved1.54 hr1.1 daysMet
QUE238-10013113 May 2026IncidentMailbox delegation
Email · AB · Branch
P4Closed5.42 hr22.7 hrMet
QUE238-10013012 May 2026Service RequestWi-Fi dropouts in warehouse
Network · KB · Site 2
P3Closed0.20 hr2.1 daysMet
QUE238-10012911 May 2026Service RequestToner replacement
Printing · SE · Head Office
P3Resolved0.55 hr1.7 daysMet
QUE238-10012830 Apr 2026IncidentLaptop will not boot
Hardware · SE · Branch
P3Resolved10.82 hr14.2 hrMissed
QUE238-10012723 Apr 2026Quote · excludedReplacement keyboard
Hardware · ML · Head Office
P2Resolved——n/a
QUE238-10012606 Apr 2026IncidentSpoofed email reported
Email · SE · Head Office
P4Closed10.62 hr2.0 daysMissed
QUE238-10012503 Apr 2026Incident · excludedName change request
User admin · AB · Head Office
P2Closed——n/a
QUE238-10012431 Mar 2026IncidentRestore request
Backup · TAG · Head Office
P2Resolved0.73 hr8.8 hrMet
QUE238-10012326 Mar 2026Service RequestVoicemail not delivering
Telephony · BK · Site 2
P3Closed1.32 hr13.7 hrMet
QUE238-10012224 Mar 2026IncidentMailbox delegation
Email · SE · Head Office
P2Closed2.34 hr5.2 hrMet
QUE238-10012120 Mar 2026Service RequestApplication crash on launch
Line of business app · TAG · Head Office
P4Closed1.03 hr1.8 daysMet
QUE238-10012011 Mar 2026IncidentReplacement keyboard
Hardware · KB · Head Office
P4Resolved——n/a
QUE238-10011909 Mar 2026Incident · excludedPrinter offline
Printing · TAG · Head Office
P2Closed——n/a
QUE238-10011806 Mar 2026IncidentLicence renewal
Line of business app · KB · Remote
P1Resolved1.47 hr3.9 hrMet
QUE238-10011702 Mar 2026Incident · excludedWi-Fi dropouts in warehouse
Network · AB · Head Office
P4Resolved——n/a
QUE238-10011627 Feb 2026Incident · excludedWi-Fi dropouts in warehouse
Network · KB · Remote
P3Closed——n/a
QUE238-10011526 Feb 2026IncidentLicence renewal
Line of business app · ML · Branch
P3Resolved14.33 hr1.4 daysMissed
QUE238-10011425 Feb 2026IncidentNew extension setup
Telephony · TAG · Head Office
P3Closed1.12 hr16.4 hrMet
QUE238-10011316 Feb 2026Incident · excludedApplication crash on launch
Line of business app · ML · Head Office
P3Closed——n/a
QUE238-10011211 Feb 2026Service RequestSharePoint permission request
Microsoft 365 · ML · Head Office
P3Closed5.68 hr2.4 daysMet
QUE238-10011103 Feb 2026IncidentNew starter setup
User admin · AB · Head Office
P2Resolved41.14 hr2.2 daysMissed
QUE238-10011027 Jan 2026IncidentLeaver process
User admin · KB · Remote
P2Closed1.34 hr1.6 daysMet
QUE238-10010926 Jan 2026Quote · excludedEndpoint alert investigation
Security · TAG · Remote
P4Closed——n/a
QUE238-10010822 Jan 2026IncidentPrinter offline
Printing · ML · Head Office
P3Closed4.70 hr19.8 hrMet
QUE238-10010719 Jan 2026ChangeLicence renewal
Line of business app · BK · Head Office
P2Resolved10.79 hr11.1 hrMissed
QUE238-10010613 Jan 2026IncidentReplacement keyboard
Hardware · BK · Branch
P2Resolved4.81 hr2.4 daysMet
QUE238-10010509 Jan 2026IncidentNew starter setup
User admin · TAG · Head Office
P3Resolved94.50 hr10.9 hrMissed
QUE238-10010406 Jan 2026ChangeMailbox delegation
Email · ML · Head Office
P2Closed0.90 hr4.1 hrMet
QUE238-10010301 Jan 2026Service Request · excludedSwitch port fault
Network · BK · Head Office
P3Resolved——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.