SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 6 records in this selection sit outside that — quotes, projects and planned installs, plus 1 call billed time and materials. They stay visible for volume context.
Service performance
11 eligible records in this yearAverage first response
2.8 hr
Target 8 hours from logged to responded
Average resolution
1.6 days
Open records excluded from the average
SLA achievement
90.0%
1 call(s) over the 8-hour target
First-time fix
90.9%
Where the source records the field
Volume
Contract calls
11
17 calls logged in the period
Off contract
1
£987.75 chargeable
Open / closed
1 / 16
Across the selected period
Data-quality gaps
1
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
11
records
- Telephony4
- Network3
- User admin2
- Email1
- Microsoft 3651
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 11 | 2.81 hr | 90.0% | 1 | 6 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Barry Ebbs | 2 | 3.30 hr | 100% | 0 |
| (Not recorded) | 2 | 0.86 hr | 100% | 0 |
| Chloe Dempsey | 2 | 0.53 hr | 100% | 0 |
| Karen Taylor | 1 | 0.87 hr | 100% | 0 |
| Stacey Thomas | 1 | 0.49 hr | 100% | 0 |
| Rachael Parkin | 1 | 16.18 hr | 0% | 1 |
| Damian Armstrong | 1 | 0.48 hr | 100% | 0 |
| Anne-Marie Cable | 1 | 1.23 hr | 100% | 0 |
1 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 8.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305304 | Rachael Parkin | IGEL UD3 | 2026-05-29 08:46 | 16.18 hr | +8.2 | AB | New starter setup |
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
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
17 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUE276-100054 | 05 Aug 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P4 | Closed | 1.23 hr | 1.3 days | Met |
| QUE276-100053 | 04 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Closed | 0.28 hr | 2.1 days | Met |
| QUE276-100052 | 03 Aug 2026 | Quote · excluded | Backup capacity review Backup · TAG · Head Office | P4 | Open | — | — | n/a |
| QUE276-100051 | 27 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Branch | P3 | Closed | 0.53 hr | 14.6 hr | Met |
| QUE276-100050 | 09 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Closed | 0.48 hr | 12.0 hr | Met |
| QUE276-100049 | 02 Jul 2026 | Quote · excluded | Restore request Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| QUE276-100048 | 11 Jun 2026 | Project · excluded | Suspicious sign-in review Security · KB · Head Office | P2 | Closed | — | — | n/a |
| QUE276-100047 | 29 May 2026 | Incident | New starter setup User admin · AB · Head Office | P3 | Resolved | 16.18 hr | 2.2 days | Missed |
| QUE276-100046 | 14 May 2026 | Incident | Handset registration Telephony · BK · Branch | P3 | Closed | 5.23 hr | 2.5 days | Met |
| QUE276-100045 | 08 May 2026 | Quote · excluded | Backup job failed Backup · ML · Remote | P3 | Resolved | — | — | n/a |
| QUE276-100044 | 14 Apr 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Resolved | — | — | n/a |
| QUE276-100043 | 23 Mar 2026 | Project · excluded | Slow VPN Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| QUE276-100042 | 25 Feb 2026 | Incident | Spoofed email reported Email · KB · Branch | P3 | Closed | 0.49 hr | 16.5 hr | Met |
| QUE276-100041 | 16 Feb 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P2 | Resolved | 1.45 hr | 2.2 days | Met |
| QUE276-100040 | 19 Jan 2026 | Incident | Slow VPN Network · ML · Branch | P3 | Resolved | 1.36 hr | 1.9 days | Met |
| QUE276-100039 | 13 Jan 2026 | Incident · excluded | Call quality issue Telephony · SE · Remote | P3 | Closed | — | — | n/a |
| QUE276-100038 | 06 Jan 2026 | Incident | New extension setup Telephony · BK · Branch | P3 | Closed | 0.87 hr | 1.7 days | 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.