SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 93 records in this selection sit outside that — quotes, projects and planned installs, plus 39 calls billed time and materials. They stay visible for volume context.
Service performance
216 eligible records in this yearAverage first response
4.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.0%
23 call(s) over the 8-hour target
First-time fix
68.1%
Where the source records the field
Volume
Contract calls
216
309 calls logged in the period
Off contract
39
£12,601.5 chargeable
Open / closed
7 / 302
Across the selected period
Data-quality gaps
6
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
216
records
- Line of business app27
- Backup26
- Network24
- Email24
- Telephony22
- Printing20
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 216 | 4.15 hr | 89.0% | 23 | 93 |
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 | 39 | 4.70 hr | 87% | 5 |
| Anne-Marie Cable | 25 | 4.46 hr | 83% | 4 |
| Kelly Gregory | 23 | 3.10 hr | 91% | 2 |
| Chloe Dempsey | 19 | 7.65 hr | 83% | 3 |
| Daniel Blacker | 18 | 2.88 hr | 100% | 0 |
| (Not recorded) | 16 | 2.13 hr | 100% | 0 |
| Barry Ebbs | 15 | 2.96 hr | 93% | 1 |
| Damian Armstrong | 13 | 2.66 hr | 92% | 1 |
| Stacey Thomas | 12 | 4.55 hr | 83% | 2 |
| Phil Jenkins | 11 | 1.51 hr | 100% | 0 |
| Aiden Higgins | 10 | 6.98 hr | 70% | 3 |
| Julie Herbert | 8 | 3.64 hr | 88% | 1 |
23 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 48.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301873 | Chloe Dempsey | Dell Latitude E7470 | 2026-03-16 12:06 | 56.94 hr | +48.9 | SE | Endpoint alert investigation |
| 302008 | Chloe Dempsey | Apple MacBook Air M2 | 2026-06-30 13:58 | 42.11 hr | +34.1 | KB | Licence renewal |
| 301931 | Karen Taylor | Ruckus R550 | 2026-04-29 15:46 | 34.70 hr | +26.7 | ML | OneDrive sync conflict |
| 301911 | Karen Taylor | Apple MacBook Air M2 | 2026-04-13 12:55 | 33.23 hr | +25.2 | TAG | Slow VPN |
| 301975 | Rachael Parkin | Lenovo ThinkCentre M70q | 2026-06-02 15:46 | 30.36 hr | +22.4 | TAG | Printer offline |
| 301819 | Aiden Higgins | HP ProBook 450 G6 | 2026-02-06 13:47 | 28.04 hr | +20.0 | BK | Report not generating |
| 302053 | Stacey Thomas | HP EliteBook 840 G9 | 2026-08-05 12:56 | 26.45 hr | +18.4 | KB | OneDrive sync conflict |
| 301827 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-02-12 11:52 | 21.17 hr | +13.2 | BK | Voicemail not delivering |
| 301822 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-02-09 10:42 | 16.85 hr | +8.8 | KB | Application crash on launch |
| 301910 | Anne-Marie Cable | Apple iPhone 14 | 2026-04-10 14:57 | 15.72 hr | +7.7 | AB | Phishing report triage |
| 301814 | Aiden Higgins | Dell OptiPlex 3050 | 2026-02-03 17:16 | 12.55 hr | +4.5 | ML | Switch port fault |
| 301787 | Julie Herbert | HP ProBook 450 G6 | 2026-01-09 12:21 | 11.94 hr | +3.9 | AB | Licence renewal |
| 301801 | Karen Taylor | Apple MacBook Air M2 | 2026-01-22 12:38 | 11.80 hr | +3.8 | KB | Phishing report triage |
| 301774 | Barry Ebbs | Dell Latitude E7470 | 2026-01-01 15:42 | 11.72 hr | +3.7 | AB | Teams sign-in loop |
| 302014 | Anne-Marie Cable | Apple iPhone 12 | 2026-07-02 17:07 | 11.24 hr | +3.2 | ML | Application crash on launch |
| 301876 | Karen Taylor | Dell Latitude 5440 | 2026-03-18 13:16 | 11.02 hr | +3.0 | KB | Name change request |
| 301881 | Chloe Dempsey | Samsung Galaxy A54 | 2026-03-20 10:50 | 10.79 hr | +2.8 | BK | New printer driver rollout |
| 302030 | Kelly Gregory | Samsung Galaxy A54 | 2026-07-17 12:56 | 10.46 hr | +2.5 | KB | Spoofed email reported |
| 301790 | Kelly Gregory | Dell Latitude 7420 | 2026-01-14 08:12 | 10.43 hr | +2.4 | KB | New extension setup |
| 301993 | Damian Armstrong | HP ProBook 450 G6 | 2026-06-16 14:58 | 10.07 hr | +2.1 | SE | Report not generating |
| 301973 | Karen Taylor | Dell Latitude 5440 | 2026-06-01 16:34 | 10.03 hr | +2.0 | TAG | Leaver process |
| 302035 | Stacey Thomas | Dell OptiPlex 3050 | 2026-07-22 08:23 | 9.89 hr | +1.9 | KB | Spoofed email reported |
| 301956 | Aiden Higgins | Apple iPhone 14 | 2026-05-16 11:39 | 8.86 hr | +0.9 | AB | Toner replacement |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 7 | 01 Jan 2026 – 05 Aug 2026 |
| Karen Taylor | Backup / restore | 7 | 04 Feb 2026 – 11 Aug 2026 |
| Anne-Marie Cable | Line of business app | 7 | 09 Feb 2026 – 18 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 6 | 08 Jan 2026 – 05 Aug 2026 |
| Anne-Marie Cable | Telephony | 6 | 15 Jan 2026 – 04 Jun 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 16 Jan 2026 – 04 May 2026 |
| Karen Taylor | Telephony | 6 | 20 Jan 2026 – 24 Aug 2026 |
| Chloe Dempsey | Monitoring / server / security | 6 | 16 Mar 2026 – 17 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell OptiPlex 3050 | Monitoring / server / security | 8 | 16 Jan 2026 – 30 Jul 2026 |
| Samsung Galaxy A54 | Email / Microsoft 365 | 7 | 08 Jan 2026 – 04 Aug 2026 |
| HP ProBook 450 G6 | Line of business app | 6 | 09 Jan 2026 – 16 Jun 2026 |
| HP EliteBook 840 G9 | Telephony | 6 | 18 Feb 2026 – 24 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 5 | 07 Jan 2026 – 04 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 5 | 22 Jan 2026 – 21 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 4 | 01 Jan 2026 – 23 Jun 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 08 Jan 2026 – 05 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
309 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| RED057-100934 | 25 Aug 2026 | Quote · excluded | Distribution list change Email · AB · Site 2 | P4 | Open | — | — | n/a |
| RED057-100933 | 25 Aug 2026 | Service Request | Printer offline Printing · ML · Branch | P2 | Closed | 1.34 hr | 2.0 days | Met |
| RED057-100932 | 25 Aug 2026 | Service Request | Docking station not detected Hardware · BK · Branch | P4 | Resolved | 1.45 hr | 2.3 days | Met |
| RED057-100931 | 24 Aug 2026 | Planned Install · excluded | Voicemail not delivering Telephony · SE · Head Office | P2 | In Progress | — | — | n/a |
| RED057-100930 | 24 Aug 2026 | Incident | New extension setup Telephony · AB · Remote | P3 | Resolved | 0.61 hr | 1.6 days | Met |
| RED057-100929 | 24 Aug 2026 | Quote · excluded | Name change request User admin · BK · Remote | P1 | In Progress | — | — | n/a |
| RED057-100928 | 22 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · TAG · Remote | P2 | Resolved | — | — | n/a |
| RED057-100927 | 22 Aug 2026 | Quote · excluded | Permission change User admin · SE · Head Office | P3 | In Progress | — | — | n/a |
| RED057-100926 | 21 Aug 2026 | Service Request | MFA reset Security · KB · Head Office | P4 | Resolved | 0.27 hr | 1.2 days | Met |
| RED057-100925 | 21 Aug 2026 | Service Request | Backup job failed Backup · AB · Branch | P3 | Closed | 1.12 hr | 1.4 days | Met |
| RED057-100924 | 20 Aug 2026 | Change | Mailbox delegation Email · BK · Head Office | P3 | Resolved | 0.29 hr | 19.3 hr | Met |
| RED057-100923 | 20 Aug 2026 | Project · excluded | Docking station not detected Hardware · SE · Head Office | P3 | Open | — | — | n/a |
| RED057-100922 | 19 Aug 2026 | Quote · excluded | Switch port fault Network · SE · Head Office | P3 | In Progress | — | — | n/a |
| RED057-100921 | 18 Aug 2026 | Change | Report not generating Line of business app · BK · Head Office | P3 | Resolved | 0.06 hr | 7.6 hr | Met |
| RED057-100920 | 17 Aug 2026 | Incident | Switch port fault Network · ML · Branch | P3 | Closed | 0.38 hr | 2.3 days | Met |
| RED057-100919 | 14 Aug 2026 | Service Request | Slow VPN Network · ML · Head Office | P2 | Resolved | 2.35 hr | 1.0 days | Met |
| RED057-100918 | 13 Aug 2026 | Incident | Scan to email failing Printing · ML · Branch | P2 | Closed | 5.74 hr | 19.0 hr | Met |
| RED057-100917 | 13 Aug 2026 | Service Request · excluded | Replacement keyboard Hardware · BK · Head Office | P2 | Closed | — | — | n/a |
| RED057-100916 | 12 Aug 2026 | Change | Backup job failed Backup · SE · Branch | P3 | Resolved | 3.62 hr | 1.1 days | Met |
| RED057-100915 | 12 Aug 2026 | Incident | Printer offline Printing · TAG · Remote | P3 | Closed | 0.65 hr | 2.0 days | Met |
| RED057-100914 | 11 Aug 2026 | Incident · excluded | Database timeout Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| RED057-100913 | 11 Aug 2026 | Incident | Backup capacity review Backup · ML · Head Office | P3 | Resolved | 3.40 hr | 1.9 hr | Met |
| RED057-100912 | 11 Aug 2026 | Incident | Retention change Backup · TAG · Branch | P3 | Resolved | 1.02 hr | 13.9 hr | Met |
| RED057-100911 | 10 Aug 2026 | Service Request | Permission change User admin · BK · Remote | P3 | Resolved | 5.35 hr | 1.8 days | Met |
| RED057-100910 | 07 Aug 2026 | Incident | Switch port fault Network · AB · Head Office | P4 | Closed | 0.46 hr | 1.5 days | Met |
| RED057-100909 | 07 Aug 2026 | Service Request · excluded | Leaver process User admin · SE · Remote | P3 | Closed | — | — | n/a |
| RED057-100908 | 06 Aug 2026 | Incident | Scan to email failing Printing · ML · Branch | P4 | Closed | 0.71 hr | 13.3 hr | Met |
| RED057-100907 | 05 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P3 | Closed | 26.45 hr | 1.2 days | Missed |
| RED057-100906 | 05 Aug 2026 | Change | Distribution list change Email · KB · Head Office | P3 | Closed | 7.99 hr | 1.6 hr | Met |
| RED057-100905 | 04 Aug 2026 | Incident | Suspicious sign-in review Security · SE · Site 2 | P2 | Resolved | 1.29 hr | 1.9 days | Met |
| RED057-100904 | 04 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Resolved | 6.21 hr | 4.2 hr | Met |
| RED057-100903 | 04 Aug 2026 | Change | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| RED057-100902 | 03 Aug 2026 | Project · excluded | Spoofed email reported Email · BK · Branch | P2 | In Progress | — | — | n/a |
| RED057-100901 | 03 Aug 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Resolved | 0.82 hr | 20.9 hr | Met |
| RED057-100900 | 03 Aug 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P3 | Resolved | 0.35 hr | 2.0 days | Met |
| RED057-100899 | 31 Jul 2026 | Incident | Slow VPN Network · BK · Head Office | P3 | Closed | 1.58 hr | 1.8 days | Met |
| RED057-100898 | 30 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 1.45 hr | 22.6 hr | Met |
| RED057-100897 | 30 Jul 2026 | Incident · excluded | Site offline Network · TAG · Remote | P3 | Resolved | — | — | n/a |
| RED057-100896 | 29 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | — | — | n/a |
| RED057-100895 | 29 Jul 2026 | Incident | Spoofed email reported Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| RED057-100894 | 28 Jul 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Closed | 0.51 hr | 1.3 days | Met |
| RED057-100893 | 27 Jul 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P2 | Resolved | 2.97 hr | 13.6 hr | Met |
| RED057-100892 | 24 Jul 2026 | Service Request | Message quarantined Email · BK · Head Office | P2 | Resolved | 0.58 hr | 2.4 days | Met |
| RED057-100891 | 24 Jul 2026 | Quote · excluded | Application crash on launch Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| RED057-100890 | 23 Jul 2026 | Service Request | Name change request User admin · BK · Head Office | P2 | Closed | 0.74 hr | 10.7 hr | Met |
| RED057-100889 | 22 Jul 2026 | Incident | Spoofed email reported Email · KB · Branch | P4 | Closed | 9.89 hr | 1.6 days | Missed |
| RED057-100888 | 21 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · AB · Remote | P1 | Closed | — | — | n/a |
| RED057-100887 | 21 Jul 2026 | Service Request | New extension setup Telephony · KB · Site 2 | P3 | Closed | 0.51 hr | 1.5 days | Met |
| RED057-100886 | 20 Jul 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P4 | Closed | 0.84 hr | 3.3 hr | Met |
| RED057-100885 | 20 Jul 2026 | Incident | MFA reset Security · SE · Head Office | P3 | Closed | 5.25 hr | 15.3 hr | Met |
| RED057-100884 | 17 Jul 2026 | Incident | Spoofed email reported Email · KB · Remote | P4 | Closed | 10.46 hr | 1.5 days | Missed |
| RED057-100883 | 16 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Closed | 1.08 hr | 8.4 hr | Met |
| RED057-100882 | 15 Jul 2026 | Incident · excluded | Call quality issue Telephony · AB · Branch | P3 | Resolved | — | — | n/a |
| RED057-100881 | 14 Jul 2026 | Change | Backup job failed Backup · TAG · Head Office | P2 | Closed | 1.05 hr | 19.9 hr | Met |
| RED057-100880 | 14 Jul 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Resolved | 3.08 hr | 2.1 days | Met |
| RED057-100879 | 14 Jul 2026 | Service Request | New starter setup User admin · BK · Head Office | P3 | Resolved | 4.51 hr | 1.7 days | Met |
| RED057-100878 | 13 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Site 2 | P3 | Resolved | 0.75 hr | 2.5 hr | Met |
| RED057-100877 | 10 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Closed | 0.27 hr | 22.1 hr | Met |
| RED057-100876 | 10 Jul 2026 | Project · excluded | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| RED057-100875 | 08 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P2 | Closed | 0.20 hr | 9.8 hr | Met |
| RED057-100874 | 07 Jul 2026 | Service Request · excluded | Licence renewal Line of business app · ML · Branch | P4 | Closed | — | — | n/a |
| RED057-100873 | 07 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Branch | P2 | Resolved | 1.75 hr | 21.3 hr | Met |
| RED057-100872 | 06 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Site 2 | P2 | Closed | 0.73 hr | 12.0 hr | Met |
| RED057-100871 | 06 Jul 2026 | Incident | Site offline Network · KB · Branch | P3 | Closed | 0.42 hr | 14.4 hr | Met |
| RED057-100870 | 03 Jul 2026 | Incident | Printer offline Printing · TAG · Head Office | P4 | Closed | 2.66 hr | 2.4 days | Met |
| RED057-100869 | 02 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Remote | P3 | Closed | 1.12 hr | 1.8 days | Met |
| RED057-100868 | 02 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 11.24 hr | 1.0 days | Missed |
| RED057-100867 | 01 Jul 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P2 | Closed | 1.48 hr | 0.4 hr | Met |
| RED057-100866 | 01 Jul 2026 | Quote · excluded | Restore request Backup · AB · Head Office | P2 | Closed | — | — | n/a |
| RED057-100865 | 01 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 0.89 hr | 2.2 days | Met |
| RED057-100864 | 30 Jun 2026 | Incident · excluded | Restore request Backup · KB · Site 2 | P3 | Closed | — | — | n/a |
| RED057-100863 | 30 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 6.48 hr | 1.8 days | Met |
| RED057-100862 | 30 Jun 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | 42.11 hr | 1.1 days | Missed |
| RED057-100861 | 29 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Resolved | 0.06 hr | 23.0 hr | Met |
| RED057-100860 | 26 Jun 2026 | Service Request | Application crash on launch Line of business app · SE · Remote | P3 | Resolved | 0.10 hr | 1.2 days | Met |
| RED057-100859 | 25 Jun 2026 | Service Request | Leaver process User admin · BK · Branch | P4 | Resolved | 5.23 hr | 1.8 days | Met |
| RED057-100858 | 24 Jun 2026 | Incident | Licence renewal Line of business app · ML · Remote | P3 | Resolved | 0.92 hr | 11.6 hr | Met |
| RED057-100857 | 24 Jun 2026 | Project · excluded | Docking station not detected Hardware · KB · Remote | P2 | Closed | — | — | n/a |
| RED057-100856 | 24 Jun 2026 | Service Request | Licence renewal Line of business app · AB · Branch | P4 | Closed | 2.26 hr | 1.8 days | Met |
| RED057-100855 | 23 Jun 2026 | Incident | Mailbox delegation Email · KB · Branch | P4 | Closed | 1.90 hr | 1.0 days | Met |
| RED057-100854 | 23 Jun 2026 | Change | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 5.98 hr | 2.1 days | Met |
| RED057-100853 | 22 Jun 2026 | Quote · excluded | Backup capacity review Backup · ML · Branch | P3 | Closed | — | — | n/a |
| RED057-100852 | 22 Jun 2026 | Service Request · excluded | Docking station not detected Hardware · KB · Head Office | P4 | Closed | — | — | n/a |
| RED057-100851 | 19 Jun 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Closed | 4.33 hr | 12.1 hr | Met |
| RED057-100850 | 18 Jun 2026 | Change | Screen flickering Hardware · AB · Head Office | P2 | Closed | 1.47 hr | 7.4 hr | Met |
| RED057-100849 | 18 Jun 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 3.33 hr | 1.9 days | Met |
| RED057-100848 | 17 Jun 2026 | Quote · excluded | New printer driver rollout Printing · BK · Branch | P3 | Closed | — | — | n/a |
| RED057-100847 | 16 Jun 2026 | Incident | Report not generating Line of business app · SE · Remote | P3 | Closed | 10.07 hr | 2.1 days | Missed |
| RED057-100846 | 16 Jun 2026 | Incident | Toner replacement Printing · ML · Head Office | P1 | Resolved | 2.99 hr | 4.9 hr | Met |
| RED057-100845 | 16 Jun 2026 | Service Request | Restore request Backup · KB · Head Office | P4 | Resolved | 1.09 hr | 2.4 days | Met |
| RED057-100844 | 12 Jun 2026 | Incident | Leaver process User admin · AB · Head Office | P2 | Closed | 1.41 hr | 1.5 days | Met |
| RED057-100843 | 12 Jun 2026 | Change | Slow VPN Network · KB · Head Office | P3 | Resolved | 1.26 hr | 13.3 hr | Met |
| RED057-100842 | 11 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · SE · Branch | P3 | Closed | — | — | n/a |
| RED057-100841 | 10 Jun 2026 | Change | Restore request Backup · AB · Branch | P4 | Resolved | 4.95 hr | 1.3 days | Met |
| RED057-100840 | 10 Jun 2026 | Quote · excluded | New starter setup User admin · SE · Remote | P3 | Closed | — | — | n/a |
| RED057-100839 | 10 Jun 2026 | Service Request | Laptop will not boot Hardware · KB · Head Office | P4 | Closed | 4.83 hr | 2.3 days | Met |
| RED057-100838 | 09 Jun 2026 | Project · excluded | SharePoint permission request Microsoft 365 · ML · Branch | P3 | Resolved | — | — | n/a |
| RED057-100837 | 09 Jun 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Resolved | — | — | n/a |
| RED057-100836 | 08 Jun 2026 | Incident | Site offline Network · TAG · Head Office | P3 | Closed | 1.07 hr | 13.0 hr | Met |
| RED057-100835 | 08 Jun 2026 | Planned Install · excluded | Retention change Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| RED057-100834 | 05 Jun 2026 | Service Request | Backup capacity review Backup · TAG · Branch | P3 | Resolved | 3.82 hr | 2.1 days | Met |
| RED057-100833 | 05 Jun 2026 | Service Request | MFA reset Security · SE · Head Office | P4 | Resolved | 6.90 hr | 1.8 days | Met |
| RED057-100832 | 04 Jun 2026 | Service Request | New extension setup Telephony · KB · Branch | P3 | Resolved | 1.44 hr | 1.4 days | Met |
| RED057-100831 | 03 Jun 2026 | Change | Licence renewal Line of business app · ML · Head Office | P2 | Closed | 3.76 hr | 1.5 days | Met |
| RED057-100830 | 02 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Branch | P4 | Closed | 4.97 hr | 1.4 days | Met |
| RED057-100829 | 02 Jun 2026 | Incident | Printer offline Printing · TAG · Head Office | P2 | Closed | 30.36 hr | 1.9 days | Missed |
| RED057-100828 | 02 Jun 2026 | Incident | Report not generating Line of business app · AB · Remote | P3 | Closed | 0.29 hr | 12.3 hr | Met |
| RED057-100827 | 01 Jun 2026 | Service Request | Leaver process User admin · TAG · Head Office | P3 | Resolved | 10.03 hr | 1.5 days | Missed |
| RED057-100826 | 01 Jun 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Closed | 0.48 hr | 1.6 days | Met |
| RED057-100825 | 01 Jun 2026 | Incident | Mailbox delegation Email · ML · Head Office | P2 | Closed | 4.44 hr | 1.6 days | Met |
| RED057-100824 | 29 May 2026 | Incident · excluded | Application crash on launch Line of business app · BK · Remote | P3 | Resolved | — | — | n/a |
| RED057-100823 | 29 May 2026 | Project · excluded | Licence renewal Line of business app · KB · Remote | P4 | Closed | — | — | n/a |
| RED057-100822 | 29 May 2026 | Incident | Retention change Backup · ML · Remote | P3 | Closed | 7.52 hr | 16.8 hr | Met |
| RED057-100821 | 28 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P2 | Closed | 1.08 hr | 2.2 days | Met |
| RED057-100820 | 27 May 2026 | Incident | Report not generating Line of business app · ML · Branch | P3 | Resolved | 0.56 hr | 1.5 days | Met |
| RED057-100819 | 27 May 2026 | Incident · excluded | Restore request Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| RED057-100818 | 26 May 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Closed | 1.04 hr | 12.8 hr | Met |
| RED057-100817 | 25 May 2026 | Project · excluded | Licence renewal Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| RED057-100816 | 25 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Branch | P3 | Closed | 0.33 hr | 2.4 days | Met |
| RED057-100815 | 22 May 2026 | Project · excluded | Printer offline Printing · AB · Branch | P4 | Resolved | — | — | n/a |
| RED057-100814 | 21 May 2026 | Quote · excluded | New starter setup User admin · TAG · Branch | P3 | Closed | — | — | n/a |
| RED057-100813 | 19 May 2026 | Change | Switch port fault Network · KB · Head Office | P2 | Closed | 1.28 hr | 1.4 days | Met |
| RED057-100812 | 19 May 2026 | Incident · excluded | Suspicious sign-in review Security · SE · Branch | P3 | Closed | — | — | n/a |
| RED057-100811 | 18 May 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P4 | Closed | 3.08 hr | 2.3 days | Met |
| RED057-100810 | 16 May 2026 | Incident | Toner replacement Printing · AB · Head Office | P4 | Resolved | 8.86 hr | 22.3 hr | Missed |
| RED057-100809 | 15 May 2026 | Quote · excluded | Switch port fault Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| RED057-100808 | 15 May 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Closed | 0.35 hr | 1.2 days | Met |
| RED057-100807 | 14 May 2026 | Incident | Database timeout Line of business app · BK · Head Office | P3 | Closed | 0.77 hr | 1.9 days | Met |
| RED057-100806 | 14 May 2026 | Incident | Switch port fault Network · AB · Remote | P3 | Closed | 4.63 hr | 2.4 days | Met |
| RED057-100805 | 13 May 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Resolved | 1.20 hr | 1.3 days | Met |
| RED057-100804 | 12 May 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Resolved | — | — | n/a |
| RED057-100803 | 12 May 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Closed | 1.44 hr | 21.8 hr | Met |
| RED057-100802 | 11 May 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | 5.25 hr | 20.1 hr | Met |
| RED057-100801 | 10 May 2026 | Incident | Permission change User admin · KB · Head Office | P4 | Closed | 0.88 hr | 2.0 days | Met |
| RED057-100800 | 10 May 2026 | Project · excluded | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| RED057-100799 | 10 May 2026 | Service Request · excluded | Docking station not detected Hardware · BK · Remote | P3 | Closed | — | — | n/a |
| RED057-100798 | 08 May 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Site 2 | P3 | Resolved | 0.58 hr | 1.5 days | Met |
| RED057-100797 | 08 May 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| RED057-100796 | 07 May 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| RED057-100795 | 06 May 2026 | Project · excluded | SharePoint permission request Microsoft 365 · ML · Remote | P3 | Resolved | — | — | n/a |
| RED057-100794 | 06 May 2026 | Incident | Backup capacity review Backup · TAG · Branch | P4 | Resolved | 3.93 hr | 2.1 days | Met |
| RED057-100793 | 05 May 2026 | Incident | Name change request User admin · AB · Site 2 | P3 | Closed | 1.11 hr | 2.0 days | Met |
| RED057-100792 | 05 May 2026 | Incident | Report not generating Line of business app · KB · Remote | P3 | Closed | 5.36 hr | 2.0 days | Met |
| RED057-100791 | 04 May 2026 | Incident | Printer offline Printing · TAG · Branch | P3 | Resolved | 0.50 hr | 18.6 hr | Met |
| RED057-100790 | 04 May 2026 | Service Request | Switch port fault Network · AB · Branch | P4 | Closed | 4.13 hr | 1.3 days | Met |
| RED057-100789 | 01 May 2026 | Quote · excluded | Handset registration Telephony · KB · Remote | P3 | Resolved | — | — | n/a |
| RED057-100788 | 30 Apr 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P2 | Closed | 1.09 hr | 16.3 hr | Met |
| RED057-100787 | 30 Apr 2026 | Service Request · excluded | Restore request Backup · BK · Remote | P3 | Closed | — | — | n/a |
| RED057-100786 | 29 Apr 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 2.53 hr | 2.1 days | Met |
| RED057-100785 | 29 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Branch | P4 | Closed | 34.70 hr | 15.4 hr | Missed |
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.