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Ravenscroft Publishing Group

RAV498ActiveManaged contract

ravenscroftpublishing.co.uk · Publishing · Account manager Tom Whitfield

Microsoft 365Healthy4 days agoSupport & assets (SQL)Partial18 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. 27 records in this selection sit outside that — quotes, projects and planned installs, plus 15 calls billed time and materials. They stay visible for volume context.

Service performance

75 eligible records in this year
Average first response
5.3 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.9%
8 call(s) over the 8-hour target
First-time fix
78.7%
Where the source records the field

Volume

Contract calls
75
102 calls logged in the period
Off contract
15
£3,479.25 chargeable
Open / closed
1 / 101
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

75
records
  • Line of business app11
  • Printing11
  • User admin11
  • Telephony8
  • Backup7
  • Email7

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026755.34 hr88.9%827

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
Phil Jenkins112.77 hr100%0
Karen Taylor116.30 hr82%2
(Not recorded)910.60 hr75%2
Stacey Thomas911.12 hr78%2
Anne-Marie Cable73.71 hr86%1
Barry Ebbs61.10 hr100%0
Aiden Higgins51.66 hr100%0
Daniel Blacker43.06 hr100%0
Rachael Parkin46.53 hr75%1
Julie Herbert41.95 hr100%0
Chloe Dempsey22.82 hr100%0
Kelly Gregory22.91 hr100%0

8 contract calls missed the 8-hour target

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

Longest 57.4 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
300837(Not recorded)Apple MacBook Air M22026-02-27 15:0365.44 hr+57.4TAGMailbox delegation
300909Stacey ThomasApple iPhone 142026-08-11 13:2545.11 hr+37.1TAGScreen flickering
300868Stacey ThomasApple MacBook Pro 142026-05-06 13:0743.76 hr+35.8BKMFA reset
300851Karen TaylorDraytek Vigor 29272026-03-27 09:4235.92 hr+27.9MLName change request
300912Karen TaylorHP EliteBook 840 G92026-08-24 10:2224.12 hr+16.1KBSlow VPN
300812(Not recorded)Samsung Galaxy A542026-01-01 11:0711.27 hr+3.3TAGNew extension setup
300834Rachael ParkinHP ProBook 450 G62026-02-20 14:3011.25 hr+3.3TAGSharePoint permission request
300863Anne-Marie CableHP ProBook 450 G62026-04-23 11:098.47 hr+0.5SELeaver process

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Anne-Marie CableLine of business app308 Jan 2026 – 14 May 2026
Phil JenkinsBackup / restore309 Jan 2026 – 17 Jun 2026
(Not recorded)Email / Microsoft 365327 Feb 2026 – 06 Aug 2026
Stacey ThomasUser administration312 Mar 2026 – 30 Apr 2026
Stacey ThomasEmail / Microsoft 365319 Mar 2026 – 16 Apr 2026
Karen TaylorMonitoring / server / security322 May 2026 – 24 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
HP EliteBook 840 G9Printing312 Apr 2026 – 07 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
RAV498-10033225 Aug 2026Quote · excludedSite offline
Network · SE · Head Office
P1In Progress——n/a
RAV498-10033124 Aug 2026ChangeSlow VPN
Network · KB · Head Office
P1Closed24.12 hr14.0 hrMissed
RAV498-10033021 Aug 2026IncidentReplacement keyboard
Hardware · KB · Head Office
P3Resolved5.40 hr2.3 daysMet
RAV498-10032914 Aug 2026Incident · excludedSwitch port fault
Network · BK · Head Office
P3Resolved——n/a
RAV498-10032811 Aug 2026IncidentScreen flickering
Hardware · TAG · Remote
P4Closed45.11 hr3.5 hrMissed
RAV498-10032707 Aug 2026IncidentNew printer driver rollout
Printing · SE · Head Office
P3Resolved0.85 hr1.5 daysMet
RAV498-10032606 Aug 2026IncidentSharePoint permission request
Microsoft 365 · ML · Head Office
P1Closed——n/a
RAV498-10032503 Aug 2026Planned Install · excludedDistribution list change
Email · AB · Branch
P2Resolved——n/a
RAV498-10032431 Jul 2026Service Request · excludedSuspicious sign-in review
Security · SE · Head Office
P2Resolved——n/a
RAV498-10032330 Jul 2026IncidentBackup capacity review
Backup · TAG · Branch
P3Resolved0.74 hr2.1 daysMet
RAV498-10032229 Jul 2026IncidentApplication crash on launch
Line of business app · BK · Head Office
P4Resolved0.45 hr1.6 daysMet
RAV498-10032126 Jul 2026Service RequestBackup capacity review
Backup · BK · Branch
P4Closed1.61 hr0.6 hrMet
RAV498-10032022 Jul 2026Service RequestPermission change
User admin · ML · Head Office
P3Closed5.92 hr1.2 daysMet
RAV498-10031921 Jul 2026IncidentEndpoint alert investigation
Security · KB · Head Office
P1Closed1.46 hr1.6 hrMet
RAV498-10031820 Jul 2026IncidentReport not generating
Line of business app · ML · Head Office
P2Closed1.48 hr15.9 hrMet
RAV498-10031717 Jul 2026IncidentSwitch port fault
Network · SE · Head Office
P3Resolved0.66 hr2.4 daysMet
RAV498-10031616 Jul 2026Service RequestLaptop will not boot
Hardware · KB · Head Office
P3Resolved0.11 hr1.8 daysMet
RAV498-10031513 Jul 2026IncidentNew extension setup
Telephony · TAG · Site 2
P3Closed——n/a
RAV498-10031410 Jul 2026Planned Install · excludedWi-Fi dropouts in warehouse
Network · SE · Head Office
P3Closed——n/a
RAV498-10031309 Jul 2026Service Request · excludedSlow VPN
Network · ML · Remote
P2Closed——n/a
RAV498-10031208 Jul 2026Service RequestSpoofed email reported
Email · TAG · Remote
P4Closed1.40 hr9.3 hrMet
RAV498-10031106 Jul 2026Quote · excludedSite offline
Network · AB · Head Office
P4Resolved——n/a
RAV498-10031003 Jul 2026ChangeScan to email failing
Printing · KB · Branch
P3Resolved0.44 hr23.6 hrMet
RAV498-10030902 Jul 2026Quote · excludedOutlook not syncing
Microsoft 365 · ML · Remote
P3Closed——n/a
RAV498-10030801 Jul 2026IncidentScan to email failing
Printing · ML · Head Office
P3Resolved2.81 hr2.1 daysMet
RAV498-10030730 Jun 2026Service RequestPhishing report triage
Security · AB · Head Office
P2Resolved1.44 hr2.4 daysMet
RAV498-10030626 Jun 2026IncidentSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Resolved4.24 hr4.1 hrMet
RAV498-10030525 Jun 2026IncidentNew printer driver rollout
Printing · ML · Remote
P2Resolved1.01 hr16.6 hrMet
RAV498-10030423 Jun 2026Quote · excludedHandset registration
Telephony · BK · Branch
P3Resolved——n/a
RAV498-10030320 Jun 2026IncidentPrinter offline
Printing · ML · Head Office
P4Closed3.16 hr19.4 hrMet
RAV498-10030219 Jun 2026ChangePermission change
User admin · AB · Branch
P3Closed3.76 hr2.2 daysMet
RAV498-10030118 Jun 2026IncidentRetention change
Backup · BK · Head Office
P3Closed1.79 hr2.3 daysMet
RAV498-10030017 Jun 2026IncidentRestore request
Backup · BK · Head Office
P2Closed4.36 hr1.3 daysMet
RAV498-10029911 Jun 2026Incident · excludedLeaver process
User admin · BK · Head Office
P2Closed——n/a
RAV498-10029808 Jun 2026IncidentNew printer driver rollout
Printing · KB · Head Office
P3Resolved4.45 hr8.8 hrMet
RAV498-10029722 May 2026IncidentMFA reset
Security · BK · Remote
P4Closed0.35 hr13.9 hrMet
RAV498-10029621 May 2026Incident · excludedDatabase timeout
Line of business app · TAG · Branch
P3Closed——n/a
RAV498-10029520 May 2026IncidentScreen flickering
Hardware · KB · Head Office
P4Resolved1.03 hr1.7 daysMet
RAV498-10029419 May 2026IncidentScreen flickering
Hardware · BK · Branch
P3Closed2.40 hr10.4 hrMet
RAV498-10029315 May 2026Service RequestToner replacement
Printing · BK · Head Office
P4Closed0.77 hr4.8 hrMet
RAV498-10029214 May 2026IncidentReport not generating
Line of business app · BK · Head Office
P2Closed0.27 hr1.5 daysMet
RAV498-10029112 May 2026Service RequestPermission change
User admin · KB · Remote
P4Resolved0.76 hr2.0 daysMet
RAV498-10029011 May 2026ChangeHandset registration
Telephony · SE · Head Office
P2Closed1.06 hr2.3 daysMet
RAV498-10028908 May 2026Service RequestScreen flickering
Hardware · AB · Head Office
P4Closed3.72 hr3.1 hrMet
RAV498-10028807 May 2026Service RequestSpoofed email reported
Email · TAG · Head Office
P3Closed7.00 hr10.9 hrMet
RAV498-10028706 May 2026IncidentMFA reset
Security · BK · Branch
P3Resolved43.76 hr4.4 hrMissed
RAV498-10028601 May 2026Incident · excludedPermission change
User admin · SE · Head Office
P3Closed——n/a
RAV498-10028530 Apr 2026IncidentLeaver process
User admin · SE · Head Office
P3Closed0.86 hr1.4 daysMet
RAV498-10028428 Apr 2026IncidentSlow VPN
Network · KB · Remote
P4Closed0.39 hr2.1 daysMet
RAV498-10028324 Apr 2026Quote · excludedWi-Fi dropouts in warehouse
Network · BK · Remote
P3Closed——n/a
RAV498-10028223 Apr 2026IncidentLeaver process
User admin · SE · Remote
P3Resolved8.47 hr1.7 hrMissed
RAV498-10028122 Apr 2026IncidentDatabase timeout
Line of business app · TAG · Head Office
P3Resolved1.70 hr14.0 hrMet
RAV498-10028019 Apr 2026IncidentLicence renewal
Line of business app · BK · Head Office
P2Resolved1.27 hr1.3 daysMet
RAV498-10027917 Apr 2026IncidentScan to email failing
Printing · ML · Head Office
P3Closed4.20 hr1.3 daysMet
RAV498-10027816 Apr 2026IncidentDistribution list change
Email · BK · Head Office
P2Closed1.37 hr1.8 daysMet
RAV498-10027712 Apr 2026Service RequestNew printer driver rollout
Printing · BK · Head Office
P1Resolved2.83 hr4.6 hrMet
RAV498-10027609 Apr 2026Service RequestHandset registration
Telephony · KB · Branch
P4Closed0.95 hr8.1 hrMet
RAV498-10027508 Apr 2026Change · excludedSlow VPN
Network · KB · Head Office
P3Closed——n/a
RAV498-10027407 Apr 2026IncidentSharePoint permission request
Microsoft 365 · SE · Branch
P3Closed0.98 hr2.1 daysMet
RAV498-10027303 Apr 2026Service RequestName change request
User admin · KB · Remote
P4Resolved4.10 hr23.7 hrMet
RAV498-10027231 Mar 2026IncidentNew extension setup
Telephony · ML · Branch
P3Resolved6.71 hr1.5 daysMet
RAV498-10027130 Mar 2026IncidentName change request
User admin · BK · Head Office
P2Resolved1.36 hr0.7 hrMet
RAV498-10027027 Mar 2026IncidentName change request
User admin · ML · Site 2
P3Resolved35.92 hr2.7 hrMissed
RAV498-10026925 Mar 2026Incident · excludedSite offline
Network · TAG · Head Office
P3Resolved——n/a
RAV498-10026824 Mar 2026IncidentPermission change
User admin · AB · Head Office
P3Resolved1.45 hr1.7 daysMet
RAV498-10026720 Mar 2026Incident · excludedName change request
User admin · KB · Head Office
P4Closed——n/a
RAV498-10026619 Mar 2026IncidentSpoofed email reported
Email · SE · Branch
P4Closed0.79 hr13.6 hrMet
RAV498-10026518 Mar 2026Service RequestLeaver process
User admin · ML · Head Office
P1Resolved4.12 hr1.0 hrMet
RAV498-10026417 Mar 2026Incident · excludedMFA reset
Security · KB · Remote
P3Closed——n/a
RAV498-10026313 Mar 2026IncidentSpoofed email reported
Email · SE · Remote
P2Closed0.90 hr1.6 daysMet
RAV498-10026212 Mar 2026IncidentLeaver process
User admin · BK · Head Office
P3Closed5.02 hr1.8 daysMet
RAV498-10026111 Mar 2026Service RequestApplication crash on launch
Line of business app · AB · Head Office
P3Closed5.30 hr1.8 daysMet
RAV498-10026009 Mar 2026IncidentScreen flickering
Hardware · SE · Head Office
P4Resolved0.82 hr1.8 daysMet
RAV498-10025906 Mar 2026IncidentRetention change
Backup · AB · Head Office
P3Closed0.86 hr2.5 daysMet
RAV498-10025805 Mar 2026Incident · excludedSwitch port fault
Network · ML · Head Office
P2Closed——n/a
RAV498-10025704 Mar 2026IncidentMFA reset
Security · TAG · Head Office
P4Closed1.05 hr2.3 daysMet
RAV498-10025627 Feb 2026IncidentMailbox delegation
Email · TAG · Head Office
P3Resolved65.44 hr1.4 daysMissed
RAV498-10025525 Feb 2026IncidentSlow VPN
Network · TAG · Head Office
P3Resolved0.88 hr21.5 hrMet
RAV498-10025424 Feb 2026IncidentBackup job failed
Backup · BK · Remote
P3Closed0.72 hr1.5 daysMet
RAV498-10025320 Feb 2026Service RequestSharePoint permission request
Microsoft 365 · TAG · Head Office
P3Closed11.25 hr15.6 hrMissed
RAV498-10025219 Feb 2026ChangeScan to email failing
Printing · BK · Branch
P3Closed2.82 hr2.3 daysMet
RAV498-10025117 Feb 2026IncidentApplication crash on launch
Line of business app · ML · Head Office
P2Closed——n/a
RAV498-10025016 Feb 2026IncidentReport not generating
Line of business app · BK · Remote
P3Closed1.01 hr1.2 hrMet
RAV498-10024912 Feb 2026Project · excludedSlow VPN
Network · KB · Head Office
P2Closed——n/a
RAV498-10024811 Feb 2026Service Request · excludedReport not generating
Line of business app · SE · Head Office
P3Closed——n/a
RAV498-10024709 Feb 2026IncidentReport not generating
Line of business app · SE · Branch
P2Closed0.46 hr2.2 daysMet
RAV498-10024605 Feb 2026IncidentPrinter offline
Printing · TAG · Head Office
P1Resolved0.46 hr4.6 hrMet
RAV498-10024503 Feb 2026Quote · excludedPermission change
User admin · KB · Head Office
P2Resolved——n/a
RAV498-10024430 Jan 2026Service Request · excludedScreen flickering
Hardware · ML · Remote
P4Closed——n/a
RAV498-10024327 Jan 2026Quote · excludedRetention change
Backup · SE · Head Office
P4Resolved——n/a
RAV498-10024226 Jan 2026Planned Install · excludedPrinter offline
Printing · KB · Head Office
P3Closed——n/a
RAV498-10024123 Jan 2026Service RequestMessage quarantined
Email · ML · Branch
P3Resolved0.61 hr2.0 daysMet
RAV498-10024022 Jan 2026IncidentVoicemail not delivering
Telephony · KB · Remote
P3Closed5.75 hr23.9 hrMet
RAV498-10023920 Jan 2026Quote · excludedDocking station not detected
Hardware · BK · Head Office
P3Closed——n/a
RAV498-10023816 Jan 2026IncidentNew extension setup
Telephony · SE · Head Office
P4Resolved7.07 hr1.8 daysMet
RAV498-10023715 Jan 2026Service RequestCall quality issue
Telephony · ML · Head Office
P2Resolved0.81 hr10.4 hrMet
RAV498-10023613 Jan 2026Incident · excludedHandset registration
Telephony · SE · Head Office
P4Closed——n/a
RAV498-10023512 Jan 2026IncidentDatabase timeout
Line of business app · TAG · Remote
P3Resolved1.14 hr10.7 hrMet
RAV498-10023409 Jan 2026Service RequestBackup capacity review
Backup · SE · Branch
P3Closed0.91 hr1.2 daysMet
RAV498-10023308 Jan 2026IncidentDatabase timeout
Line of business app · TAG · Branch
P3Closed4.32 hr17.7 hrMet
RAV498-10023202 Jan 2026Incident · excludedEndpoint alert investigation
Security · TAG · Head Office
P3Closed——n/a
RAV498-10023101 Jan 2026IncidentNew extension setup
Telephony · TAG · Site 2
P3Closed11.27 hr2.1 daysMissed
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.