SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 3 records in this selection sit outside that — quotes, projects and planned installs, plus 2 calls billed time and materials. They stay visible for volume context.
Service performance
25 eligible records in this yearAverage first response
4.8 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
88.0%
3 call(s) over the 8-hour target
First-time fix
60.0%
Where the source records the field
Volume
Contract calls
25
28 calls logged in the period
Off contract
2
£218.25 chargeable
Open / closed
0 / 28
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
25
records
- Network6
- Printing4
- Backup4
- Microsoft 3653
- Hardware2
- Telephony2
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 25 | 4.80 hr | 88.0% | 3 | 3 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Daniel Blacker | 4 | 1.77 hr | 100% | 0 |
| (Not recorded) | 4 | 6.88 hr | 75% | 1 |
| Stacey Thomas | 3 | 14.32 hr | 67% | 1 |
| Julie Herbert | 3 | 2.72 hr | 100% | 0 |
| Rachael Parkin | 3 | 2.27 hr | 100% | 0 |
| Kelly Gregory | 3 | 2.36 hr | 100% | 0 |
| Aiden Higgins | 2 | 0.92 hr | 100% | 0 |
| Damian Armstrong | 1 | 4.63 hr | 100% | 0 |
| Karen Taylor | 1 | 8.47 hr | 0% | 1 |
| Chloe Dempsey | 1 | 5.39 hr | 100% | 0 |
3 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 32.9 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302207 | Stacey Thomas | Dell Latitude 7420 | 2026-01-02 11:04 | 40.92 hr | +32.9 | SE | Wi-Fi dropouts in warehouse |
| 302227 | (Not recorded) | HPE ProLiant DL380 Gen10 | 2026-07-02 11:09 | 20.80 hr | +12.8 | SE | Voicemail not delivering |
| 302219 | Karen Taylor | Kyocera ECOSYS M5526 | 2026-04-13 08:41 | 8.47 hr | +0.5 | SE | Site offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
Recurring issues by machine
Equipment generating repeat calls
No device is generating repeat calls.
SLA achievement trend
Percentage of eligible records responded to within target
Records
28 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| RIC387-100078 | 24 Aug 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P1 | Closed | 1.18 hr | 6.0 hr | Met |
| RIC387-100077 | 08 Aug 2026 | Service Request | New printer driver rollout Printing · SE · Site 2 | P3 | Closed | 5.72 hr | 1.8 days | Met |
| RIC387-100076 | 30 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P3 | Closed | 1.17 hr | 1.3 days | Met |
| RIC387-100075 | 15 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | 0.20 hr | 2.5 days | Met |
| RIC387-100074 | 14 Jul 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Resolved | 1.23 hr | 2.2 days | Met |
| RIC387-100073 | 09 Jul 2026 | Service Request · excluded | Handset registration Telephony · TAG · Remote | P3 | Resolved | — | — | n/a |
| RIC387-100072 | 06 Jul 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P2 | Closed | 4.60 hr | 2.3 days | Met |
| RIC387-100071 | 02 Jul 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P3 | Resolved | 20.80 hr | 16.6 hr | Missed |
| RIC387-100070 | 24 Jun 2026 | Incident | Name change request User admin · TAG · Branch | P4 | Closed | 1.04 hr | 1.2 days | Met |
| RIC387-100069 | 23 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Remote | P2 | Resolved | 5.39 hr | 1.7 days | Met |
| RIC387-100068 | 05 Jun 2026 | Incident | Spoofed email reported Email · SE · Head Office | P1 | Resolved | 1.38 hr | 7.8 hr | Met |
| RIC387-100067 | 21 May 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 0.46 hr | 1.7 days | Met |
| RIC387-100066 | 20 May 2026 | Planned Install · excluded | Database timeout Line of business app · BK · Site 2 | P3 | Resolved | — | — | n/a |
| RIC387-100065 | 29 Apr 2026 | Change | Replacement keyboard Hardware · AB · Head Office | P4 | Closed | 1.06 hr | 1.5 days | Met |
| RIC387-100064 | 15 Apr 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Resolved | 1.42 hr | 1.8 days | Met |
| RIC387-100063 | 13 Apr 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 8.47 hr | 1.2 days | Missed |
| RIC387-100062 | 31 Mar 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P3 | Closed | 0.11 hr | 19.3 hr | Met |
| RIC387-100061 | 24 Mar 2026 | Incident | Printer offline Printing · SE · Head Office | P4 | Closed | 0.99 hr | 1.8 days | Met |
| RIC387-100060 | 22 Mar 2026 | Incident | Site offline Network · AB · Branch | P3 | Resolved | 4.49 hr | 11.2 hr | Met |
| RIC387-100059 | 02 Mar 2026 | Incident | Replacement keyboard Hardware · BK · Remote | P3 | Resolved | 0.88 hr | 1.9 days | Met |
| RIC387-100058 | 12 Feb 2026 | Incident | Printer offline Printing · AB · Branch | P3 | Resolved | 5.37 hr | 2.1 days | Met |
| RIC387-100057 | 04 Feb 2026 | Service Request | Database timeout Line of business app · AB · Branch | P3 | Closed | 1.47 hr | 1.6 days | Met |
| RIC387-100056 | 02 Feb 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Resolved | 0.59 hr | 17.1 hr | Met |
| RIC387-100055 | 21 Jan 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Closed | 5.52 hr | 7.1 hr | Met |
| RIC387-100054 | 16 Jan 2026 | Incident · excluded | Message quarantined Email · BK · Head Office | P3 | Resolved | — | — | n/a |
| RIC387-100053 | 14 Jan 2026 | Service Request | Slow VPN Network · AB · Branch | P2 | Resolved | 0.84 hr | 13.0 hr | Met |
| RIC387-100052 | 11 Jan 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Closed | 4.63 hr | 2.0 days | Met |
| RIC387-100051 | 02 Jan 2026 | Change | Wi-Fi dropouts in warehouse Network · SE · Remote | P3 | Closed | 40.92 hr | 1.1 days | 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.