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ravenscroftpublishing.co.uk · Publishing · Account manager Ellie Marsh

Microsoft 365Healthy2 days agoSupport & assets (SQL)Healthy24 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. 35 records in this selection sit outside that — quotes, projects and planned installs, plus 13 calls billed time and materials. They stay visible for volume context.

Service performance

71 eligible records in this year
Average first response
8.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
81.8%
12 call(s) over the 8-hour target
First-time fix
69.0%
Where the source records the field

Volume

Contract calls
71
106 calls logged in the period
Off contract
13
£5,402.25 chargeable
Open / closed
2 / 104
Across the selected period
Data-quality gaps
5
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

71
records
  • Printing12
  • Line of business app10
  • Network9
  • Backup7
  • Security7
  • Telephony7

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026718.30 hr81.8%1235

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
Barry Ebbs92.77 hr100%0
Karen Taylor96.35 hr67%3
(Not recorded)85.70 hr71%2
Julie Herbert72.14 hr100%0
Kelly Gregory72.07 hr100%0
Daniel Blacker62.09 hr100%0
Chloe Dempsey610.55 hr67%2
Stacey Thomas52.42 hr100%0
Aiden Higgins439.44 hr50%2
Anne-Marie Cable32.37 hr100%0
Damian Armstrong346.80 hr33%2
Rachael Parkin20.91 hr100%0

12 contract calls missed the 8-hour target

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

Longest 119.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
302577Aiden HigginsApple MacBook Air M22026-02-16 17:08127.49 hr+119.5TAGPhishing report triage
302620Damian ArmstrongSamsung Galaxy S232026-05-25 16:42123.85 hr+115.8SELeaver process
302629Chloe DempseyHP ProDesk 400 G72026-06-11 08:4043.27 hr+35.3ABBackup job failed
302655(Not recorded)Cisco CBS350-24P2026-08-06 16:5921.91 hr+13.9KBMailbox delegation
302600Aiden HigginsApple MacBook Air M22026-04-21 09:1420.12 hr+12.1TAGPermission change
302566Karen TaylorHP ProBook 450 G62026-01-21 16:2516.15 hr+8.2SENew starter setup
302561Damian ArmstrongAruba AP-5152026-01-13 09:3215.80 hr+7.8ABWi-Fi dropouts in warehouse
302647Chloe DempseyHP ProDesk 400 G72026-07-24 12:5610.74 hr+2.7BKVoicemail not delivering
302570Karen TaylorDell OptiPlex 70102026-01-29 15:419.78 hr+1.8BKWi-Fi dropouts in warehouse
302563(Not recorded)HP EliteBook 840 G92026-01-15 13:249.64 hr+1.6MLMFA reset
302662Phil JenkinsLenovo ThinkPad T142026-08-21 17:298.27 hr+0.3BKPermission change
302612Karen TaylorApple MacBook Air M22026-05-11 12:148.09 hr+0.1MLVoicemail not delivering

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Julie HerbertBackup / restore309 Jan 2026 – 13 Aug 2026
(Not recorded)Email / Microsoft 365322 Jan 2026 – 06 Aug 2026
Karen TaylorMonitoring / server / security329 Jan 2026 – 20 Jul 2026
Barry EbbsLine of business app310 Feb 2026 – 03 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Apple MacBook Air M2Monitoring / server / security316 Feb 2026 – 14 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
RAV327-10032924 Aug 2026ChangeScan to email failing
Printing · AB · Head Office
P4Resolved5.59 hr22.6 hrMet
RAV327-10032821 Aug 2026IncidentPermission change
User admin · BK · Head Office
P3Resolved8.27 hr16.5 hrMissed
RAV327-10032719 Aug 2026IncidentSlow VPN
Network · KB · Head Office
P3Closed0.17 hr2.0 daysMet
RAV327-10032617 Aug 2026Service RequestPrinter offline
Printing · BK · Head Office
P4Resolved3.38 hr4.6 hrMet
RAV327-10032514 Aug 2026Service RequestWi-Fi dropouts in warehouse
Network · TAG · Head Office
P4Closed0.66 hr0.5 hrMet
RAV327-10032413 Aug 2026Service RequestRestore request
Backup · BK · Branch
P3Closed——n/a
RAV327-10032310 Aug 2026Service RequestToner replacement
Printing · TAG · Branch
P3Resolved2.78 hr1.7 daysMet
RAV327-10032207 Aug 2026IncidentHandset registration
Telephony · KB · Head Office
P3Resolved1.28 hr1.4 daysMet
RAV327-10032106 Aug 2026IncidentMailbox delegation
Email · KB · Branch
P3Closed21.91 hr1.9 daysMissed
RAV327-10032005 Aug 2026Incident · excludedVoicemail not delivering
Telephony · BK · Site 2
P3Resolved——n/a
RAV327-10031903 Aug 2026Service RequestDatabase timeout
Line of business app · KB · Head Office
P3Closed0.65 hr1.3 daysMet
RAV327-10031802 Aug 2026Incident · excludedToner replacement
Printing · BK · Branch
P2Closed——n/a
RAV327-10031731 Jul 2026Change · excludedNew extension setup
Telephony · BK · Head Office
P1Closed——n/a
RAV327-10031630 Jul 2026Service RequestNew printer driver rollout
Printing · SE · Head Office
P4Closed7.75 hr1.6 daysMet
RAV327-10031529 Jul 2026Project · excludedMFA reset
Security · ML · Head Office
P4In Progress——n/a
RAV327-10031428 Jul 2026Service RequestNew extension setup
Telephony · ML · Site 2
P3Resolved6.79 hr2.1 daysMet
RAV327-10031324 Jul 2026Service RequestVoicemail not delivering
Telephony · BK · Head Office
P4Closed10.74 hr2.0 daysMissed
RAV327-10031223 Jul 2026IncidentReport not generating
Line of business app · ML · Branch
P2Resolved0.44 hr2.4 daysMet
RAV327-10031121 Jul 2026Service RequestReport not generating
Line of business app · ML · Head Office
P3Closed5.71 hr1.9 daysMet
RAV327-10031020 Jul 2026Service RequestSlow VPN
Network · TAG · Head Office
P2Closed3.14 hr1.2 daysMet
RAV327-10030919 Jul 2026Service RequestScan to email failing
Printing · SE · Head Office
P2Closed0.86 hr17.8 hrMet
RAV327-10030817 Jul 2026Project · excludedEndpoint alert investigation
Security · SE · Remote
P3In Progress——n/a
RAV327-10030714 Jul 2026Incident · excludedDatabase timeout
Line of business app · BK · Branch
P4Closed——n/a
RAV327-10030613 Jul 2026Service RequestNew extension setup
Telephony · ML · Site 2
P3Resolved4.85 hr2.3 daysMet
RAV327-10030506 Jul 2026IncidentSwitch port fault
Network · KB · Remote
P4Closed1.06 hr7.6 hrMet
RAV327-10030403 Jul 2026IncidentLaptop will not boot
Hardware · AB · Remote
P2Resolved5.19 hr2.2 daysMet
RAV327-10030301 Jul 2026IncidentEndpoint alert investigation
Security · ML · Remote
P2Closed7.14 hr0.4 hrMet
RAV327-10030225 Jun 2026IncidentSwitch port fault
Network · SE · Branch
P3Closed0.55 hr1.6 daysMet
RAV327-10030122 Jun 2026Quote · excludedPrinter offline
Printing · SE · Branch
P2Closed——n/a
RAV327-10030019 Jun 2026Service RequestPhishing report triage
Security · AB · Branch
P4Resolved0.15 hr1.0 daysMet
RAV327-10029918 Jun 2026Quote · excludedTeams sign-in loop
Microsoft 365 · KB · Remote
P3Resolved——n/a
RAV327-10029817 Jun 2026Service RequestOutlook not syncing
Microsoft 365 · TAG · Site 2
P3Resolved0.41 hr1.3 daysMet
RAV327-10029713 Jun 2026Service RequestDistribution list change
Email · BK · Head Office
P4Closed4.32 hr1.4 daysMet
RAV327-10029612 Jun 2026Service RequestRestore request
Backup · TAG · Head Office
P3Closed——n/a
RAV327-10029511 Jun 2026Service RequestBackup job failed
Backup · AB · Head Office
P4Resolved43.27 hr2.0 daysMissed
RAV327-10029410 Jun 2026IncidentLicence renewal
Line of business app · SE · Remote
P3Closed0.73 hr2.2 daysMet
RAV327-10029308 Jun 2026IncidentLicence renewal
Line of business app · BK · Head Office
P3Closed2.46 hr1.8 daysMet
RAV327-10029204 Jun 2026Incident · excludedSharePoint permission request
Microsoft 365 · KB · Remote
P3Closed——n/a
RAV327-10029103 Jun 2026Quote · excludedVoicemail not delivering
Telephony · AB · Remote
P4Closed——n/a
RAV327-10029002 Jun 2026IncidentRestore request
Backup · BK · Head Office
P2Closed——n/a
RAV327-10028901 Jun 2026Service RequestReport not generating
Line of business app · SE · Remote
P4Closed0.50 hr15.7 hrMet
RAV327-10028828 May 2026IncidentScreen flickering
Hardware · ML · Site 2
P4Closed0.80 hr1.3 daysMet
RAV327-10028726 May 2026ChangeCall quality issue
Telephony · SE · Head Office
P3Resolved0.17 hr1.9 daysMet
RAV327-10028625 May 2026IncidentLeaver process
User admin · SE · Head Office
P4Resolved123.85 hr2.4 daysMissed
RAV327-10028522 May 2026IncidentEndpoint alert investigation
Security · ML · Branch
P3Resolved0.98 hr1.6 daysMet
RAV327-10028420 May 2026Service RequestPrinter offline
Printing · ML · Remote
P3Closed——n/a
RAV327-10028318 May 2026IncidentSpoofed email reported
Email · BK · Head Office
P2Closed0.22 hr2.2 daysMet
RAV327-10028216 May 2026Change · excludedName change request
User admin · ML · Branch
P3Closed——n/a
RAV327-10028115 May 2026IncidentLaptop will not boot
Hardware · KB · Remote
P3Resolved0.76 hr1.2 daysMet
RAV327-10028014 May 2026IncidentNew printer driver rollout
Printing · ML · Head Office
P3Closed0.60 hr1.8 daysMet
RAV327-10027912 May 2026Service Request · excludedTeams sign-in loop
Microsoft 365 · KB · Site 2
P4Closed——n/a
RAV327-10027811 May 2026Service RequestVoicemail not delivering
Telephony · ML · Branch
P3Resolved8.09 hr2.0 daysMissed
RAV327-10027708 May 2026IncidentBackup job failed
Backup · AB · Remote
P4Closed3.09 hr1.4 daysMet
RAV327-10027607 May 2026Service RequestToner replacement
Printing · ML · Head Office
P2Closed6.45 hr12.9 hrMet
RAV327-10027506 May 2026Incident · excludedPrinter offline
Printing · ML · Head Office
P4Closed——n/a
RAV327-10027405 May 2026Quote · excludedApplication crash on launch
Line of business app · BK · Head Office
P3Resolved——n/a
RAV327-10027304 May 2026IncidentScreen flickering
Hardware · SE · Head Office
P1Closed5.09 hr1.6 hrMet
RAV327-10027230 Apr 2026IncidentReport not generating
Line of business app · KB · Head Office
P4Closed3.71 hr7.9 hrMet
RAV327-10027129 Apr 2026IncidentRestore request
Backup · ML · Head Office
P3Resolved7.92 hr1.7 daysMet
RAV327-10027028 Apr 2026IncidentSlow VPN
Network · BK · Remote
P3Resolved1.15 hr8.2 hrMet
RAV327-10026927 Apr 2026IncidentVoicemail not delivering
Telephony · AB · Remote
P2Closed0.45 hr1.3 daysMet
RAV327-10026824 Apr 2026IncidentScan to email failing
Printing · KB · Branch
P3Closed0.86 hr7.5 hrMet
RAV327-10026722 Apr 2026Service RequestReport not generating
Line of business app · BK · Branch
P3Resolved0.14 hr2.0 daysMet
RAV327-10026621 Apr 2026IncidentPermission change
User admin · TAG · Head Office
P2Closed20.12 hr2.0 daysMissed
RAV327-10026520 Apr 2026IncidentSuspicious sign-in review
Security · KB · Head Office
P4Closed3.03 hr11.5 hrMet
RAV327-10026417 Apr 2026Quote · excludedMessage quarantined
Email · AB · Head Office
P3Resolved——n/a
RAV327-10026315 Apr 2026Quote · excludedPermission change
User admin · SE · Head Office
P4Closed——n/a
RAV327-10026214 Apr 2026Quote · excludedHandset registration
Telephony · TAG · Head Office
P3Closed——n/a
RAV327-10026113 Apr 2026Service RequestLicence renewal
Line of business app · BK · Head Office
P3Resolved0.65 hr2.9 hrMet
RAV327-10026009 Apr 2026Quote · excludedRetention change
Backup · ML · Branch
P3Resolved——n/a
RAV327-10025908 Apr 2026Service Request · excludedMFA reset
Security · ML · Head Office
P3Closed——n/a
RAV327-10025807 Apr 2026IncidentPhishing report triage
Security · BK · Head Office
P4Closed0.95 hr4.7 hrMet
RAV327-10025701 Apr 2026Project · excludedPermission change
User admin · AB · Branch
P3Closed——n/a
RAV327-10025630 Mar 2026Project · excludedOneDrive sync conflict
Microsoft 365 · AB · Remote
P3Resolved——n/a
RAV327-10025527 Mar 2026IncidentScreen flickering
Hardware · SE · Branch
P3Closed3.20 hr1.9 daysMet
RAV327-10025426 Mar 2026Project · excludedToner replacement
Printing · AB · Head Office
P4Resolved——n/a
RAV327-10025320 Mar 2026Project · excludedSite offline
Network · KB · Branch
P4Resolved——n/a
RAV327-10025217 Mar 2026Service Request · excludedWi-Fi dropouts in warehouse
Network · BK · Head Office
P4Closed——n/a
RAV327-10025116 Mar 2026IncidentNew printer driver rollout
Printing · AB · Site 2
P3Closed0.75 hr4.8 hrMet
RAV327-10025013 Mar 2026IncidentOneDrive sync conflict
Microsoft 365 · KB · Head Office
P2Resolved0.45 hr2.3 hrMet
RAV327-10024906 Mar 2026IncidentSwitch port fault
Network · SE · Remote
P4Resolved0.49 hr4.2 hrMet
RAV327-10024802 Mar 2026Quote · excludedSwitch port fault
Network · ML · Head Office
P4Closed——n/a
RAV327-10024726 Feb 2026Quote · excludedScreen flickering
Hardware · ML · Head Office
P3Closed——n/a
RAV327-10024623 Feb 2026IncidentNew printer driver rollout
Printing · BK · Remote
P4Resolved0.36 hr1.2 daysMet
RAV327-10024520 Feb 2026IncidentPermission change
User admin · SE · Head Office
P2Closed6.70 hr15.3 hrMet
RAV327-10024419 Feb 2026Project · excludedBackup capacity review
Backup · KB · Head Office
P3Resolved——n/a
RAV327-10024316 Feb 2026Service RequestPhishing report triage
Security · TAG · Head Office
P2Resolved127.49 hr22.1 hrMissed
RAV327-10024213 Feb 2026Quote · excludedDatabase timeout
Line of business app · AB · Head Office
P3Resolved——n/a
RAV327-10024112 Feb 2026Planned Install · excludedSharePoint permission request
Microsoft 365 · AB · Head Office
P3Resolved——n/a
RAV327-10024010 Feb 2026Service RequestDatabase timeout
Line of business app · BK · Head Office
P3Closed5.31 hr19.6 hrMet
RAV327-10023907 Feb 2026Change · excludedOneDrive sync conflict
Microsoft 365 · SE · Head Office
P2Resolved——n/a
RAV327-10023806 Feb 2026Incident · excludedPrinter offline
Printing · AB · Branch
P3Closed——n/a
RAV327-10023702 Feb 2026IncidentScreen flickering
Hardware · TAG · Head Office
P3Closed——n/a
RAV327-10023629 Jan 2026IncidentWi-Fi dropouts in warehouse
Network · BK · Head Office
P3Resolved9.78 hr13.9 hrMissed
RAV327-10023527 Jan 2026Quote · excludedOutlook not syncing
Microsoft 365 · ML · Site 2
P4Closed——n/a
RAV327-10023423 Jan 2026Quote · excludedSite offline
Network · KB · Head Office
P3Closed——n/a
RAV327-10023322 Jan 2026IncidentMessage quarantined
Email · ML · Branch
P2Closed0.64 hr1.8 daysMet
RAV327-10023221 Jan 2026IncidentNew starter setup
User admin · SE · Head Office
P3Resolved16.15 hr1.2 daysMissed
RAV327-10023120 Jan 2026Service RequestName change request
User admin · TAG · Remote
P3Closed3.07 hr1.8 hrMet
RAV327-10023019 Jan 2026Project · excludedPhishing report triage
Security · SE · Head Office
P3Closed——n/a
RAV327-10022915 Jan 2026IncidentMFA reset
Security · ML · Remote
P3Closed9.64 hr1.0 daysMissed
RAV327-10022814 Jan 2026IncidentScan to email failing
Printing · TAG · Head Office
P2Closed6.60 hr2.3 daysMet
RAV327-10022713 Jan 2026IncidentWi-Fi dropouts in warehouse
Network · AB · Head Office
P3Resolved15.80 hr1.4 daysMissed
RAV327-10022612 Jan 2026Service RequestOutlook not syncing
Microsoft 365 · TAG · Branch
P4Closed0.60 hr1.1 daysMet
RAV327-10022509 Jan 2026Service RequestBackup capacity review
Backup · SE · Head Office
P2Closed0.91 hr1.2 daysMet
RAV327-10022401 Jan 2026Service Request · excludedToner replacement
Printing · SE · Branch
P2Closed——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.