SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 24 records in this selection sit outside that — quotes, projects and planned installs, plus 7 calls billed time and materials. They stay visible for volume context.
Service performance
73 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
94.5%
4 call(s) over the 8-hour target
First-time fix
69.9%
Where the source records the field
Volume
Contract calls
73
97 calls logged in the period
Off contract
7
£3,390.75 chargeable
Open / closed
5 / 92
Across the selected period
Data-quality gaps
0
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
73
records
- Telephony12
- Microsoft 36511
- Network10
- Hardware10
- Security6
- User admin6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 73 | 4.25 hr | 94.5% | 4 | 24 |
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 | 10 | 15.99 hr | 90% | 1 |
| Anne-Marie Cable | 10 | 1.75 hr | 100% | 0 |
| Barry Ebbs | 8 | 4.44 hr | 88% | 1 |
| Kelly Gregory | 7 | 3.52 hr | 86% | 1 |
| Stacey Thomas | 7 | 3.07 hr | 86% | 1 |
| (Not recorded) | 7 | 0.98 hr | 100% | 0 |
| Rachael Parkin | 5 | 2.39 hr | 100% | 0 |
| Chloe Dempsey | 5 | 1.34 hr | 100% | 0 |
| Daniel Blacker | 4 | 1.70 hr | 100% | 0 |
| Aiden Higgins | 4 | 1.93 hr | 100% | 0 |
| Phil Jenkins | 3 | 2.28 hr | 100% | 0 |
| Julie Herbert | 2 | 1.55 hr | 100% | 0 |
4 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 128.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307163 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-06-16 16:36 | 136.84 hr | +128.8 | TAG | Teams sign-in loop |
| 307142 | Stacey Thomas | Dell Latitude 5440 | 2026-05-01 10:00 | 11.54 hr | +3.5 | KB | SharePoint permission request |
| 307182 | Barry Ebbs | HP ProDesk 400 G7 | 2026-08-05 14:17 | 9.26 hr | +1.3 | BK | OneDrive sync conflict |
| 307136 | Kelly Gregory | Ubiquiti USW-Pro-24 | 2026-04-16 16:28 | 9.24 hr | +1.2 | KB | Laptop will not boot |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Rachael Parkin | Telephony | 4 | 06 Feb 2026 – 13 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 16 Jan 2026 – 16 Jun 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 29 Jan 2026 – 09 Mar 2026 |
| (Not recorded) | Email / Microsoft 365 | 3 | 03 Feb 2026 – 29 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 27 Mar 2026 – 18 Jun 2026 |
| Kelly Gregory | Hardware | 3 | 16 Apr 2026 – 07 Aug 2026 |
| Anne-Marie Cable | Telephony | 3 | 29 Apr 2026 – 21 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 3 | 01 May 2026 – 24 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Monitoring / server / security | 4 | 14 Jan 2026 – 10 Aug 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 3 | 27 Jan 2026 – 14 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 3 | 26 Feb 2026 – 13 May 2026 |
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 3 | 08 May 2026 – 29 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
97 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| RAV645-100300 | 20 Aug 2026 | Project · excluded | Application crash on launch Line of business app · TAG · Branch | P3 | In Progress | — | — | n/a |
| RAV645-100299 | 14 Aug 2026 | Service Request | Endpoint alert investigation Security · AB · Branch | P4 | Closed | 1.05 hr | 1.9 days | Met |
| RAV645-100298 | 13 Aug 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P3 | Closed | 1.45 hr | 14.1 hr | Met |
| RAV645-100297 | 10 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Resolved | 1.11 hr | 15.1 hr | Met |
| RAV645-100296 | 07 Aug 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P2 | Resolved | 5.75 hr | 1.7 days | Met |
| RAV645-100295 | 06 Aug 2026 | Quote · excluded | Backup capacity review Backup · SE · Head Office | P3 | In Progress | — | — | n/a |
| RAV645-100294 | 05 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 9.26 hr | 2.4 days | Missed |
| RAV645-100293 | 03 Aug 2026 | Quote · excluded | Toner replacement Printing · ML · Head Office | P2 | Open | — | — | n/a |
| RAV645-100292 | 02 Aug 2026 | Project · excluded | Docking station not detected Hardware · ML · Branch | P3 | In Progress | — | — | n/a |
| RAV645-100291 | 30 Jul 2026 | Project · excluded | Call quality issue Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| RAV645-100290 | 24 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 0.80 hr | 2.0 days | Met |
| RAV645-100289 | 22 Jul 2026 | Project · excluded | Docking station not detected Hardware · KB · Head Office | P3 | In Progress | — | — | n/a |
| RAV645-100288 | 21 Jul 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P1 | Closed | 4.59 hr | 2.5 hr | Met |
| RAV645-100287 | 17 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Branch | P4 | Closed | 1.36 hr | 12.3 hr | Met |
| RAV645-100286 | 16 Jul 2026 | Service Request · excluded | New printer driver rollout Printing · TAG · Branch | P3 | Closed | — | — | n/a |
| RAV645-100285 | 13 Jul 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P4 | Closed | 0.21 hr | 1.1 days | Met |
| RAV645-100284 | 10 Jul 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P2 | Closed | 0.90 hr | 2.4 days | Met |
| RAV645-100283 | 09 Jul 2026 | Incident | Screen flickering Hardware · TAG · Branch | P3 | Resolved | 1.31 hr | 10.5 hr | Met |
| RAV645-100282 | 07 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | 0.73 hr | 1.8 days | Met |
| RAV645-100281 | 01 Jul 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 6.55 hr | 1.2 days | Met |
| RAV645-100280 | 29 Jun 2026 | Service Request | Message quarantined Email · AB · Remote | P3 | Closed | 0.60 hr | 14.2 hr | Met |
| RAV645-100279 | 24 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Closed | — | — | n/a |
| RAV645-100278 | 19 Jun 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100277 | 18 Jun 2026 | Incident | Suspicious sign-in review Security · ML · Remote | P3 | Resolved | 3.89 hr | 1.5 days | Met |
| RAV645-100276 | 17 Jun 2026 | Incident | New extension setup Telephony · SE · Head Office | P3 | Closed | 2.99 hr | 1.1 days | Met |
| RAV645-100275 | 16 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Closed | 136.84 hr | 2.1 days | Missed |
| RAV645-100274 | 15 Jun 2026 | Service Request | Permission change User admin · TAG · Branch | P4 | Resolved | 5.02 hr | 2.4 days | Met |
| RAV645-100273 | 12 Jun 2026 | Incident | Toner replacement Printing · BK · Remote | P3 | Resolved | 3.01 hr | 1.5 days | Met |
| RAV645-100272 | 11 Jun 2026 | Incident | Leaver process User admin · TAG · Head Office | P4 | Resolved | 1.47 hr | 19.7 hr | Met |
| RAV645-100271 | 01 Jun 2026 | Project · excluded | Backup job failed Backup · BK · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100270 | 31 May 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Branch | P3 | Resolved | 0.95 hr | 15.5 hr | Met |
| RAV645-100269 | 29 May 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 5.73 hr | 19.4 hr | Met |
| RAV645-100268 | 27 May 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P2 | Closed | 1.18 hr | 1.5 hr | Met |
| RAV645-100267 | 26 May 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 0.41 hr | 17.2 hr | Met |
| RAV645-100266 | 25 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| RAV645-100265 | 22 May 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Branch | P2 | Closed | — | — | n/a |
| RAV645-100264 | 21 May 2026 | Incident · excluded | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100263 | 18 May 2026 | Incident | Screen flickering Hardware · BK · Branch | P3 | Closed | 0.17 hr | 1.8 hr | Met |
| RAV645-100262 | 15 May 2026 | Service Request | Slow VPN Network · AB · Branch | P4 | Closed | 1.75 hr | 2.4 days | Met |
| RAV645-100261 | 13 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 2.24 hr | 2.1 days | Met |
| RAV645-100260 | 11 May 2026 | Quote · excluded | Backup job failed Backup · BK · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100259 | 08 May 2026 | Change | Distribution list change Email · KB · Head Office | P4 | Closed | 0.42 hr | 1.5 days | Met |
| RAV645-100258 | 07 May 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P4 | Resolved | 1.35 hr | 1.1 days | Met |
| RAV645-100257 | 05 May 2026 | Service Request | Handset registration Telephony · AB · Head Office | P4 | Closed | 7.03 hr | 13.2 hr | Met |
| RAV645-100256 | 04 May 2026 | Incident | New starter setup User admin · ML · Branch | P4 | Closed | 7.73 hr | 19.2 hr | Met |
| RAV645-100255 | 02 May 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 1.72 hr | 20.5 hr | Met |
| RAV645-100254 | 01 May 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 11.54 hr | 2.2 days | Missed |
| RAV645-100253 | 30 Apr 2026 | Quote · excluded | Site offline Network · TAG · Branch | P3 | Resolved | — | — | n/a |
| RAV645-100252 | 29 Apr 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P4 | Resolved | 4.20 hr | 1.2 days | Met |
| RAV645-100251 | 27 Apr 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Closed | 1.46 hr | 6.1 hr | Met |
| RAV645-100250 | 22 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Resolved | 1.33 hr | 6.7 hr | Met |
| RAV645-100249 | 21 Apr 2026 | Incident | Screen flickering Hardware · SE · Branch | P3 | Closed | 1.25 hr | 8.3 hr | Met |
| RAV645-100248 | 16 Apr 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P4 | Closed | 9.24 hr | 11.5 hr | Missed |
| RAV645-100247 | 15 Apr 2026 | Service Request | Leaver process User admin · KB · Site 2 | P2 | Closed | 2.54 hr | 2.5 days | Met |
| RAV645-100246 | 14 Apr 2026 | Quote · excluded | Licence renewal Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100245 | 13 Apr 2026 | Incident · excluded | Spoofed email reported Email · SE · Branch | P3 | Resolved | — | — | n/a |
| RAV645-100244 | 10 Apr 2026 | Change | Licence renewal Line of business app · BK · Head Office | P2 | Closed | 1.91 hr | 2.6 hr | Met |
| RAV645-100243 | 08 Apr 2026 | Service Request | Backup job failed Backup · SE · Branch | P4 | Closed | 0.60 hr | 21.0 hr | Met |
| RAV645-100242 | 02 Apr 2026 | Service Request | New extension setup Telephony · BK · Remote | P2 | Resolved | 0.77 hr | 2.1 days | Met |
| RAV645-100241 | 01 Apr 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P3 | Closed | 0.36 hr | 1.7 days | Met |
| RAV645-100240 | 27 Mar 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.71 hr | 11.5 hr | Met |
| RAV645-100239 | 25 Mar 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 1.19 hr | 1.1 days | Met |
| RAV645-100238 | 24 Mar 2026 | Service Request · excluded | Retention change Backup · AB · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100237 | 19 Mar 2026 | Incident | Printer offline Printing · ML · Remote | P3 | Closed | 3.30 hr | 2.1 days | Met |
| RAV645-100236 | 18 Mar 2026 | Service Request | New starter setup User admin · AB · Remote | P3 | Closed | 4.97 hr | 1.5 days | Met |
| RAV645-100235 | 16 Mar 2026 | Project · excluded | Docking station not detected Hardware · ML · Head Office | P2 | Closed | — | — | n/a |
| RAV645-100234 | 13 Mar 2026 | Service Request | Message quarantined Email · SE · Branch | P4 | Closed | 7.77 hr | 1.2 days | Met |
| RAV645-100233 | 12 Mar 2026 | Change | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 0.38 hr | 12.2 hr | Met |
| RAV645-100232 | 10 Mar 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P1 | Resolved | 1.24 hr | 2.3 hr | Met |
| RAV645-100231 | 09 Mar 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Closed | 0.06 hr | 21.5 hr | Met |
| RAV645-100230 | 06 Mar 2026 | Incident · excluded | Spoofed email reported Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100229 | 04 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Site 2 | P3 | Closed | 3.71 hr | 1.6 hr | Met |
| RAV645-100228 | 02 Mar 2026 | Incident | Backup job failed Backup · TAG · Branch | P4 | Closed | 1.45 hr | 2.1 days | Met |
| RAV645-100227 | 26 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Resolved | 1.24 hr | 1.0 days | Met |
| RAV645-100226 | 23 Feb 2026 | Incident · excluded | Backup capacity review Backup · AB · Head Office | P2 | Closed | — | — | n/a |
| RAV645-100225 | 21 Feb 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Resolved | 1.44 hr | 2.5 days | Met |
| RAV645-100224 | 20 Feb 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P2 | Resolved | 2.94 hr | 2.4 days | Met |
| RAV645-100223 | 19 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Remote | P2 | Closed | 0.46 hr | 3.9 hr | Met |
| RAV645-100222 | 18 Feb 2026 | Change | Site offline Network · KB · Branch | P2 | Closed | 3.56 hr | 9.4 hr | Met |
| RAV645-100221 | 17 Feb 2026 | Service Request | MFA reset Security · AB · Site 2 | P4 | Closed | 0.18 hr | 2.3 days | Met |
| RAV645-100220 | 10 Feb 2026 | Incident | Voicemail not delivering Telephony · BK · Remote | P1 | Resolved | 3.09 hr | 9.3 hr | Met |
| RAV645-100219 | 09 Feb 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 0.22 hr | 2.1 days | Met |
| RAV645-100218 | 06 Feb 2026 | Service Request | Handset registration Telephony · TAG · Remote | P2 | Closed | 1.49 hr | 19.0 hr | Met |
| RAV645-100217 | 05 Feb 2026 | Incident · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100216 | 03 Feb 2026 | Change | Distribution list change Email · BK · Remote | P4 | Closed | 1.16 hr | 1.4 days | Met |
| RAV645-100215 | 02 Feb 2026 | Incident | Handset registration Telephony · KB · Branch | P3 | Resolved | 2.53 hr | 2.1 days | Met |
| RAV645-100214 | 29 Jan 2026 | Incident | Switch port fault Network · ML · Remote | P3 | Closed | 0.15 hr | 1.1 days | Met |
| RAV645-100213 | 27 Jan 2026 | Incident | Site offline Network · SE · Head Office | P4 | Resolved | 3.99 hr | 4.4 hr | Met |
| RAV645-100212 | 26 Jan 2026 | Incident | New starter setup User admin · BK · Head Office | P2 | Resolved | 0.11 hr | 1.1 days | Met |
| RAV645-100211 | 23 Jan 2026 | Incident | Mailbox delegation Email · BK · Head Office | P3 | Closed | 1.01 hr | 2.3 days | Met |
| RAV645-100210 | 19 Jan 2026 | Service Request | Backup job failed Backup · TAG · Head Office | P4 | Closed | 1.23 hr | 1.2 days | Met |
| RAV645-100209 | 16 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Resolved | 0.92 hr | 2.5 days | Met |
| RAV645-100208 | 15 Jan 2026 | Planned Install · excluded | Distribution list change Email · ML · Remote | P3 | Resolved | — | — | n/a |
| RAV645-100207 | 14 Jan 2026 | Incident | MFA reset Security · BK · Branch | P2 | Closed | 3.14 hr | 1.3 days | Met |
| RAV645-100206 | 13 Jan 2026 | Incident | Call quality issue Telephony · ML · Remote | P3 | Closed | 0.76 hr | 7.1 hr | Met |
| RAV645-100205 | 07 Jan 2026 | Project · excluded | Toner replacement Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| RAV645-100204 | 01 Jan 2026 | Incident | Backup job failed Backup · AB · Head Office | P4 | Closed | 1.06 hr | 16.9 hr | 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.