SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 103 records in this selection sit outside that — quotes, projects and planned installs, plus 46 calls billed time and materials. They stay visible for volume context.
Service performance
221 eligible records in this yearAverage first response
4.9 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
87.9%
26 call(s) over the 8-hour target
First-time fix
65.3%
Where the source records the field
Volume
Contract calls
221
324 calls logged in the period
Off contract
46
£13,932.75 chargeable
Open / closed
9 / 315
Across the selected period
Data-quality gaps
7
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
221
records
- User admin31
- Network29
- Telephony25
- Security25
- Line of business app21
- Microsoft 36521
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 221 | 4.93 hr | 87.9% | 26 | 103 |
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 | 42 | 2.91 hr | 93% | 3 |
| Chloe Dempsey | 23 | 9.93 hr | 86% | 3 |
| Anne-Marie Cable | 22 | 3.18 hr | 86% | 3 |
| Damian Armstrong | 21 | 4.04 hr | 90% | 2 |
| Kelly Gregory | 18 | 2.81 hr | 88% | 2 |
| (Not recorded) | 17 | 9.56 hr | 76% | 4 |
| Daniel Blacker | 16 | 5.79 hr | 80% | 3 |
| Phil Jenkins | 14 | 8.64 hr | 86% | 2 |
| Stacey Thomas | 13 | 2.40 hr | 92% | 1 |
| Rachael Parkin | 11 | 2.58 hr | 100% | 0 |
| Barry Ebbs | 11 | 3.97 hr | 91% | 1 |
| Julie Herbert | 7 | 1.45 hr | 100% | 0 |
26 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 111.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304367 | Chloe Dempsey | Dell Latitude 7420 | 2026-03-26 11:55 | 119.42 hr | +111.4 | SE | Message quarantined |
| 304340 | (Not recorded) | HP ProDesk 400 G7 | 2026-03-06 12:25 | 108.13 hr | +100.1 | TAG | Wi-Fi dropouts in warehouse |
| 304549 | Phil Jenkins | Dell OptiPlex 3050 | 2026-08-10 17:15 | 90.88 hr | +82.9 | AB | Scan to email failing |
| 304519 | Chloe Dempsey | Lenovo ThinkCentre M70q | 2026-07-21 08:34 | 46.23 hr | +38.2 | KB | Phishing report triage |
| 304432 | Damian Armstrong | Dell Latitude 5440 | 2026-05-15 11:44 | 36.27 hr | +28.3 | ML | Leaver process |
| 304438 | Karen Taylor | Apple MacBook Air M2 | 2026-05-21 11:15 | 30.13 hr | +22.1 | BK | Report not generating |
| 304504 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-07-04 16:15 | 30.13 hr | +22.1 | ML | Licence renewal |
| 304393 | Barry Ebbs | HP EliteBook 840 G9 | 2026-04-17 15:20 | 28.64 hr | +20.6 | ML | Suspicious sign-in review |
| 304466 | Daniel Blacker | Apple iPhone 12 | 2026-06-11 09:06 | 22.47 hr | +14.5 | TAG | Outlook not syncing |
| 304434 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-18 14:39 | 19.47 hr | +11.5 | ML | Screen flickering |
| 304491 | Daniel Blacker | Apple MacBook Pro 14 | 2026-06-30 10:16 | 17.70 hr | +9.7 | TAG | Teams sign-in loop |
| 304293 | Kelly Gregory | HP ProBook 450 G6 | 2026-01-30 08:51 | 16.74 hr | +8.7 | BK | Phishing report triage |
| 304302 | Aiden Higgins | HP EliteBook 840 G9 | 2026-02-06 11:18 | 12.97 hr | +5.0 | SE | Docking station not detected |
| 304366 | Aiden Higgins | Ubiquiti USW-Pro-24 | 2026-03-26 08:48 | 11.59 hr | +3.6 | ML | Message quarantined |
| 304521 | (Not recorded) | Apple iPhone 14 | 2026-07-22 08:36 | 11.21 hr | +3.2 | AB | SharePoint permission request |
| 304473 | Damian Armstrong | HPE Aruba 2530 | 2026-06-17 11:50 | 11.12 hr | +3.1 | ML | Voicemail not delivering |
| 304532 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-07-28 09:50 | 10.64 hr | +2.6 | BK | New printer driver rollout |
| 304500 | Karen Taylor | HP ProBook 450 G6 | 2026-07-03 17:16 | 10.01 hr | +2.0 | KB | Site offline |
| 304415 | (Not recorded) | Dell OptiPlex 3050 | 2026-05-05 09:16 | 9.30 hr | +1.3 | ML | Slow VPN |
| 304459 | Kelly Gregory | Apple MacBook Pro 14 | 2026-06-04 13:59 | 9.30 hr | +1.3 | TAG | Teams sign-in loop |
| 304261 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-01-09 14:13 | 9.15 hr | +1.1 | SE | Teams sign-in loop |
| 304526 | Stacey Thomas | HP ProBook 450 G6 | 2026-07-24 12:14 | 9.12 hr | +1.1 | KB | Leaver process |
| 304349 | (Not recorded) | HP EliteBook 840 G9 | 2026-03-13 10:46 | 9.11 hr | +1.1 | ML | Site offline |
| 304282 | Karen Taylor | Dell OptiPlex 3050 | 2026-01-23 10:49 | 8.69 hr | +0.7 | ML | Switch port fault |
| 304339 | Chloe Dempsey | HP ProBook 450 G6 | 2026-03-06 14:55 | 8.59 hr | +0.6 | AB | Application crash on launch |
| 304270 | Phil Jenkins | Dell Latitude 7420 | 2026-01-15 12:36 | 8.32 hr | +0.3 | KB | OneDrive sync conflict |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 9 | 28 Jan 2026 – 24 Aug 2026 |
| Karen Taylor | User administration | 8 | 30 Jan 2026 – 24 Aug 2026 |
| Karen Taylor | Telephony | 6 | 14 Jan 2026 – 20 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 6 | 21 Jan 2026 – 21 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 23 Jan 2026 – 03 Aug 2026 |
| Damian Armstrong | Monitoring / server / security | 6 | 29 Jan 2026 – 24 Aug 2026 |
| Damian Armstrong | Email / Microsoft 365 | 6 | 17 Feb 2026 – 06 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 06 Jan 2026 – 07 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Telephony | 7 | 02 Feb 2026 – 17 Aug 2026 |
| HP EliteBook 840 G9 | User administration | 6 | 19 Jan 2026 – 29 Jul 2026 |
| HP EliteBook 840 G9 | Hardware | 5 | 06 Jan 2026 – 12 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 5 | 06 Jan 2026 – 07 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 5 | 29 Jan 2026 – 30 Jul 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 5 | 03 Feb 2026 – 23 Jun 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 08 Jan 2026 – 09 Jun 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 15 Jan 2026 – 03 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
324 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| QUE827-100994 | 25 Aug 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Open | — | — | n/a |
| QUE827-100993 | 25 Aug 2026 | Incident | New starter setup User admin · TAG · Branch | P2 | Closed | 2.97 hr | 1.7 days | Met |
| QUE827-100992 | 24 Aug 2026 | Incident | Permission change User admin · SE · Remote | P3 | Closed | 5.93 hr | 1.1 days | Met |
| QUE827-100991 | 24 Aug 2026 | Incident | Switch port fault Network · ML · Head Office | P3 | Closed | 0.30 hr | 1.6 days | Met |
| QUE827-100990 | 24 Aug 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Open | — | — | n/a |
| QUE827-100989 | 21 Aug 2026 | Service Request · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100988 | 20 Aug 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | 1.43 hr | 23.0 hr | Met |
| QUE827-100987 | 20 Aug 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P4 | Closed | 0.53 hr | 2.5 days | Met |
| QUE827-100986 | 19 Aug 2026 | Incident | Leaver process User admin · KB · Branch | P3 | Resolved | 0.16 hr | 2.5 days | Met |
| QUE827-100985 | 19 Aug 2026 | Change | Screen flickering Hardware · BK · Head Office | P3 | Closed | 0.66 hr | 17.8 hr | Met |
| QUE827-100984 | 18 Aug 2026 | Change | Replacement keyboard Hardware · SE · Branch | P1 | Closed | 0.45 hr | 9.9 hr | Met |
| QUE827-100983 | 17 Aug 2026 | Quote · excluded | Switch port fault Network · BK · Head Office | P3 | Open | — | — | n/a |
| QUE827-100982 | 17 Aug 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P4 | Closed | 0.78 hr | 1.7 days | Met |
| QUE827-100981 | 17 Aug 2026 | Service Request | Handset registration Telephony · ML · Remote | P3 | Closed | 1.00 hr | 1.5 days | Met |
| QUE827-100980 | 14 Aug 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Closed | 0.13 hr | 2.0 days | Met |
| QUE827-100979 | 12 Aug 2026 | Incident | Screen flickering Hardware · AB · Site 2 | P1 | Closed | 2.90 hr | 8.5 hr | Met |
| QUE827-100978 | 12 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · ML · Head Office | P3 | Open | — | — | n/a |
| QUE827-100977 | 12 Aug 2026 | Service Request | Leaver process User admin · KB · Branch | P2 | Closed | 0.30 hr | 1.1 days | Met |
| QUE827-100976 | 11 Aug 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 0.73 hr | 17.6 hr | Met |
| QUE827-100975 | 11 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Remote | P3 | Closed | 1.79 hr | 1.6 days | Met |
| QUE827-100974 | 11 Aug 2026 | Service Request · excluded | New starter setup User admin · ML · Head Office | P4 | Closed | — | — | n/a |
| QUE827-100973 | 10 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 0.22 hr | 1.1 days | Met |
| QUE827-100972 | 10 Aug 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P2 | Resolved | — | — | n/a |
| QUE827-100971 | 10 Aug 2026 | Service Request | Scan to email failing Printing · AB · Branch | P3 | Closed | 90.88 hr | 2.5 days | Missed |
| QUE827-100970 | 07 Aug 2026 | Change | Switch port fault Network · AB · Remote | P3 | Closed | 0.06 hr | 5.3 hr | Met |
| QUE827-100969 | 07 Aug 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Resolved | 0.89 hr | 2.2 days | Met |
| QUE827-100968 | 07 Aug 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| QUE827-100967 | 06 Aug 2026 | Quote · excluded | MFA reset Security · TAG · Head Office | P3 | Open | — | — | n/a |
| QUE827-100966 | 06 Aug 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Closed | 4.55 hr | 1.6 days | Met |
| QUE827-100965 | 06 Aug 2026 | Incident · excluded | Permission change User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| QUE827-100964 | 05 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Branch | P2 | Resolved | 2.26 hr | 1.6 days | Met |
| QUE827-100963 | 05 Aug 2026 | Service Request | New starter setup User admin · AB · Head Office | P3 | Resolved | 7.37 hr | 2.0 days | Met |
| QUE827-100962 | 04 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Resolved | 0.32 hr | 1.7 days | Met |
| QUE827-100961 | 03 Aug 2026 | Incident | Backup capacity review Backup · BK · Head Office | P4 | Closed | 0.61 hr | 1.5 days | Met |
| QUE827-100960 | 03 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Site 2 | P3 | Closed | 6.21 hr | 1.5 days | Met |
| QUE827-100959 | 31 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Resolved | 2.59 hr | 2.1 days | Met |
| QUE827-100958 | 30 Jul 2026 | Change | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 1.33 hr | 1.5 days | Met |
| QUE827-100957 | 30 Jul 2026 | Service Request | Backup capacity review Backup · SE · Remote | P4 | Closed | 0.50 hr | 2.5 days | Met |
| QUE827-100956 | 29 Jul 2026 | Change | Name change request User admin · TAG · Head Office | P3 | Closed | 2.56 hr | 20.4 hr | Met |
| QUE827-100955 | 29 Jul 2026 | Quote · excluded | Handset registration Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| QUE827-100954 | 28 Jul 2026 | Incident | New printer driver rollout Printing · BK · Remote | P4 | Resolved | 10.64 hr | 1.9 days | Missed |
| QUE827-100953 | 28 Jul 2026 | Incident · excluded | Printer offline Printing · BK · Head Office | P4 | Resolved | — | — | n/a |
| QUE827-100952 | 27 Jul 2026 | Quote · excluded | Message quarantined Email · KB · Head Office | P3 | Open | — | — | n/a |
| QUE827-100951 | 27 Jul 2026 | Incident · excluded | New extension setup Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| QUE827-100950 | 27 Jul 2026 | Quote · excluded | Backup job failed Backup · BK · Remote | P2 | Closed | — | — | n/a |
| QUE827-100949 | 25 Jul 2026 | Incident | Permission change User admin · SE · Remote | P3 | Closed | 0.63 hr | 13.0 hr | Met |
| QUE827-100948 | 24 Jul 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Resolved | 9.12 hr | 2.4 days | Missed |
| QUE827-100947 | 24 Jul 2026 | Incident | Licence renewal Line of business app · BK · Branch | P3 | Closed | 2.31 hr | 8.6 hr | Met |
| QUE827-100946 | 24 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Remote | P1 | Closed | 1.55 hr | 16.7 hr | Met |
| QUE827-100945 | 23 Jul 2026 | Service Request | Phishing report triage Security · SE · Remote | P1 | Closed | 1.15 hr | 7.4 hr | Met |
| QUE827-100944 | 23 Jul 2026 | Incident | Name change request User admin · ML · Branch | P3 | Closed | 1.45 hr | 2.0 days | Met |
| QUE827-100943 | 22 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Closed | 11.21 hr | 18.4 hr | Missed |
| QUE827-100942 | 22 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Head Office | P4 | In Progress | — | — | n/a |
| QUE827-100941 | 21 Jul 2026 | Service Request | Phishing report triage Security · KB · Remote | P3 | Closed | 46.23 hr | 1.3 days | Missed |
| QUE827-100940 | 20 Jul 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Closed | 3.04 hr | 1.7 days | Met |
| QUE827-100939 | 20 Jul 2026 | Quote · excluded | Permission change User admin · BK · Site 2 | P4 | Open | — | — | n/a |
| QUE827-100938 | 17 Jul 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Open | — | — | n/a |
| QUE827-100937 | 16 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P2 | Closed | 1.73 hr | 18.5 hr | Met |
| QUE827-100936 | 15 Jul 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P4 | Resolved | 3.88 hr | 6.2 hr | Met |
| QUE827-100935 | 14 Jul 2026 | Service Request | Name change request User admin · SE · Head Office | P4 | Closed | 3.01 hr | 17.8 hr | Met |
| QUE827-100934 | 13 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 0.28 hr | 16.8 hr | Met |
| QUE827-100933 | 09 Jul 2026 | Incident | Toner replacement Printing · SE · Head Office | P3 | Closed | 1.07 hr | 2.1 days | Met |
| QUE827-100932 | 08 Jul 2026 | Service Request · excluded | Phishing report triage Security · BK · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100931 | 08 Jul 2026 | Incident | Database timeout Line of business app · AB · Branch | P4 | Closed | 0.58 hr | 17.0 hr | Met |
| QUE827-100930 | 07 Jul 2026 | Change | MFA reset Security · AB · Site 2 | P3 | Closed | 3.78 hr | 2.2 days | Met |
| QUE827-100929 | 06 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 0.69 hr | 1.0 days | Met |
| QUE827-100928 | 06 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Branch | P2 | Resolved | 1.24 hr | 1.6 days | Met |
| QUE827-100927 | 06 Jul 2026 | Incident | Docking station not detected Hardware · ML · Site 2 | P3 | Closed | 0.37 hr | 10.8 hr | Met |
| QUE827-100926 | 04 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Resolved | 30.13 hr | 10.6 hr | Missed |
| QUE827-100925 | 04 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 1.25 hr | 1.8 days | Met |
| QUE827-100924 | 04 Jul 2026 | Incident · excluded | Permission change User admin · SE · Branch | P4 | Closed | — | — | n/a |
| QUE827-100923 | 03 Jul 2026 | Service Request | Endpoint alert investigation Security · TAG · Branch | P3 | Closed | 2.94 hr | 23.6 hr | Met |
| QUE827-100922 | 03 Jul 2026 | Incident | Site offline Network · KB · Head Office | P4 | Closed | 10.01 hr | 1.2 days | Missed |
| QUE827-100921 | 02 Jul 2026 | Incident | Backup capacity review Backup · ML · Remote | P3 | Closed | 1.50 hr | 1.3 days | Met |
| QUE827-100920 | 02 Jul 2026 | Project · excluded | Laptop will not boot Hardware · BK · Remote | P4 | Resolved | — | — | n/a |
| QUE827-100919 | 02 Jul 2026 | Project · excluded | Database timeout Line of business app · TAG · Branch | P3 | Resolved | — | — | n/a |
| QUE827-100918 | 01 Jul 2026 | Quote · excluded | Restore request Backup · AB · Branch | P3 | Resolved | — | — | n/a |
| QUE827-100917 | 01 Jul 2026 | Incident | Backup capacity review Backup · ML · Remote | P3 | Resolved | 0.44 hr | 2.4 days | Met |
| QUE827-100916 | 01 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Closed | 3.16 hr | 2.2 days | Met |
| QUE827-100915 | 30 Jun 2026 | Quote · excluded | Handset registration Telephony · TAG · Branch | P4 | Resolved | — | — | n/a |
| QUE827-100914 | 30 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100913 | 30 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Branch | P4 | Resolved | 17.70 hr | 22.8 hr | Missed |
| QUE827-100912 | 29 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Branch | P2 | Closed | 5.18 hr | 1.8 days | Met |
| QUE827-100911 | 29 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Branch | P3 | Closed | — | — | n/a |
| QUE827-100910 | 26 Jun 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P4 | Closed | 1.39 hr | 21.2 hr | Met |
| QUE827-100909 | 25 Jun 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Resolved | 0.65 hr | 1.9 days | Met |
| QUE827-100908 | 25 Jun 2026 | Service Request | Mailbox delegation Email · BK · Head Office | P4 | Closed | 4.83 hr | 18.8 hr | Met |
| QUE827-100907 | 24 Jun 2026 | Change | Toner replacement Printing · ML · Head Office | P3 | Resolved | 1.20 hr | 1.1 days | Met |
| QUE827-100906 | 23 Jun 2026 | Incident | Mailbox delegation Email · KB · Head Office | P2 | Resolved | 5.46 hr | 1.7 days | Met |
| QUE827-100905 | 23 Jun 2026 | Incident | Slow VPN Network · TAG · Site 2 | P3 | Closed | 1.16 hr | 4.8 hr | Met |
| QUE827-100904 | 22 Jun 2026 | Change | Phishing report triage Security · KB · Branch | P2 | Closed | 0.12 hr | 20.6 hr | Met |
| QUE827-100903 | 22 Jun 2026 | Quote · excluded | Call quality issue Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100902 | 19 Jun 2026 | Incident · excluded | Retention change Backup · AB · Branch | P4 | Resolved | — | — | n/a |
| QUE827-100901 | 19 Jun 2026 | Incident | MFA reset Security · BK · Remote | P3 | Resolved | 0.44 hr | 23.4 hr | Met |
| QUE827-100900 | 19 Jun 2026 | Quote · excluded | Distribution list change Email · SE · Head Office | P3 | Closed | — | — | n/a |
| QUE827-100899 | 18 Jun 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 1.44 hr | 1.4 days | Met |
| QUE827-100898 | 18 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 5.41 hr | 2.3 days | Met |
| QUE827-100897 | 17 Jun 2026 | Incident | Slow VPN Network · AB · Head Office | P2 | Closed | 1.39 hr | 2.0 days | Met |
| QUE827-100896 | 17 Jun 2026 | Incident · excluded | Name change request User admin · SE · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100895 | 17 Jun 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | 11.12 hr | 1.8 days | Missed |
| QUE827-100894 | 16 Jun 2026 | Incident | Slow VPN Network · BK · Branch | P3 | Resolved | 1.24 hr | 2.2 days | Met |
| QUE827-100893 | 16 Jun 2026 | Incident | Retention change Backup · AB · Remote | P1 | Closed | 1.41 hr | 15.7 hr | Met |
| QUE827-100892 | 15 Jun 2026 | Incident | New extension setup Telephony · TAG · Branch | P4 | Closed | 1.16 hr | 1.4 days | Met |
| QUE827-100891 | 15 Jun 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P2 | Resolved | 0.58 hr | 1.1 days | Met |
| QUE827-100890 | 12 Jun 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P2 | Closed | — | — | n/a |
| QUE827-100889 | 12 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100888 | 11 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | 22.47 hr | 1.8 days | Missed |
| QUE827-100887 | 10 Jun 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100886 | 09 Jun 2026 | Planned Install · excluded | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100885 | 09 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P2 | Closed | — | — | n/a |
| QUE827-100884 | 08 Jun 2026 | Planned Install · excluded | Toner replacement Printing · KB · Remote | P2 | Resolved | — | — | n/a |
| QUE827-100883 | 05 Jun 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P4 | Closed | 0.86 hr | 0.7 hr | Met |
| QUE827-100882 | 05 Jun 2026 | Quote · excluded | MFA reset Security · KB · Head Office | P2 | Closed | — | — | n/a |
| QUE827-100881 | 04 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | 9.30 hr | 4.7 hr | Missed |
| QUE827-100880 | 04 Jun 2026 | Incident | Backup capacity review Backup · SE · Site 2 | P3 | Closed | 1.21 hr | 1.1 days | Met |
| QUE827-100879 | 04 Jun 2026 | Incident | Spoofed email reported Email · AB · Head Office | P4 | Resolved | 0.17 hr | 18.6 hr | Met |
| QUE827-100878 | 03 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Branch | P3 | Resolved | — | — | n/a |
| QUE827-100877 | 03 Jun 2026 | Incident | MFA reset Security · TAG · Head Office | P2 | Closed | 0.25 hr | 4.6 hr | Met |
| QUE827-100876 | 03 Jun 2026 | Service Request | Mailbox delegation Email · ML · Branch | P3 | Resolved | 1.13 hr | 2.4 days | Met |
| QUE827-100875 | 02 Jun 2026 | Incident | Site offline Network · TAG · Site 2 | P3 | Closed | 4.29 hr | 2.2 days | Met |
| QUE827-100874 | 01 Jun 2026 | Service Request | Handset registration Telephony · BK · Site 2 | P3 | Closed | 0.81 hr | 1.7 days | Met |
| QUE827-100873 | 01 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P2 | Resolved | 0.26 hr | 1.6 days | Met |
| QUE827-100872 | 01 Jun 2026 | Incident · excluded | Slow VPN Network · AB · Branch | P2 | Closed | — | — | n/a |
| QUE827-100871 | 29 May 2026 | Quote · excluded | Mailbox delegation Email · TAG · Remote | P3 | Closed | — | — | n/a |
| QUE827-100870 | 28 May 2026 | Change · excluded | Leaver process User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| QUE827-100869 | 28 May 2026 | Incident | New starter setup User admin · ML · Remote | P4 | Closed | 0.18 hr | 1.5 days | Met |
| QUE827-100868 | 27 May 2026 | Service Request · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100867 | 26 May 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Resolved | 0.40 hr | 1.3 days | Met |
| QUE827-100866 | 25 May 2026 | Incident | Call quality issue Telephony · BK · Head Office | P2 | Resolved | 0.63 hr | 13.9 hr | Met |
| QUE827-100865 | 25 May 2026 | Incident · excluded | Retention change Backup · TAG · Head Office | P4 | Resolved | — | — | n/a |
| QUE827-100864 | 25 May 2026 | Quote · excluded | New starter setup User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| QUE827-100863 | 22 May 2026 | Service Request | New extension setup Telephony · ML · Head Office | P2 | Closed | 0.30 hr | 1.5 days | Met |
| QUE827-100862 | 22 May 2026 | Incident | Backup capacity review Backup · ML · Head Office | P2 | Closed | 0.97 hr | 10.8 hr | Met |
| QUE827-100861 | 21 May 2026 | Incident | Permission change User admin · ML · Branch | P3 | Closed | 1.07 hr | 15.0 hr | Met |
| QUE827-100860 | 21 May 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Resolved | 30.13 hr | 1.7 days | Missed |
| QUE827-100859 | 20 May 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 0.08 hr | 6.1 hr | Met |
| QUE827-100858 | 20 May 2026 | Service Request | Leaver process User admin · TAG · Head Office | P3 | Resolved | 3.23 hr | 12.2 hr | Met |
| QUE827-100857 | 19 May 2026 | Quote · excluded | Call quality issue Telephony · AB · Head Office | P1 | Closed | — | — | n/a |
| QUE827-100856 | 18 May 2026 | Service Request | Screen flickering Hardware · ML · Remote | P4 | Closed | 19.47 hr | 1.1 days | Missed |
| QUE827-100855 | 18 May 2026 | Incident · excluded | Slow VPN Network · SE · Head Office | P3 | Closed | — | — | n/a |
| QUE827-100854 | 15 May 2026 | Incident | Leaver process User admin · ML · Remote | P3 | Closed | 36.27 hr | 2.2 days | Missed |
| QUE827-100853 | 15 May 2026 | Quote · excluded | Site offline Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| QUE827-100852 | 15 May 2026 | Change | Permission change User admin · BK · Head Office | P3 | Closed | 1.15 hr | 1.0 days | Met |
| QUE827-100851 | 14 May 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 0.97 hr | 9.4 hr | Met |
| QUE827-100850 | 14 May 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Closed | 4.87 hr | 2.1 days | Met |
| QUE827-100849 | 14 May 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Resolved | 0.24 hr | 20.7 hr | Met |
| QUE827-100848 | 13 May 2026 | Incident | Toner replacement Printing · KB · Remote | P3 | Closed | 0.24 hr | 1.3 days | Met |
| QUE827-100847 | 12 May 2026 | Change | Switch port fault Network · BK · Head Office | P4 | Closed | 3.37 hr | 1.0 days | Met |
| QUE827-100846 | 12 May 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Closed | — | — | n/a |
| QUE827-100845 | 12 May 2026 | Incident | MFA reset Security · ML · Branch | P3 | Closed | 0.65 hr | 2.3 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.